Graco Customer Service

User Reviews, Ratings and Comments

Graco customer service is ranked #219 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 44.89 out of a possible 200 based upon 35 ratings. This score rates Graco customer service and customer support as Disappointing.

NEGATIVE Comments

30 Negative Comments out of 35 Total Comments is 85.71%.

POSITIVE Comments

5 Positive Comments out of 35 Total Comments is 14.29%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Graco

    Customer Service Scoreboard

    • 44.89 Overall Rating
      (out of 200 possible)
    • 30 negative comments (85.71%)
    • 5 positive comments (14.29%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.8 Issue Resolution
    • 3.6 Reachability
    • 2.2 Cancellation
    • 4.5 Friendliness
    • 3.2 Product Knowledge

Add your review!

Posted by Desert Dry Insulation Work UAE


Dear CEO Graco,
I am writing to express my deep frustration and disappointment with the recent service experience we have had with our Graco Reactor 2 machine, which we purchased through your authorized distributor, Innochem UAE. Our company, Desert Dry Insulation, relies heavily on this machine for our operations, and the ongoing issues have resulted in significant disruptions and financial losses.

Over the past few months, we have sent our Graco Reactor 2 machine for maintenance a total of six times, yet we continue to face the same persistent problem. We have incurred substantial costs, approximately 15,000 AED, in replacing multiple parts, and I have attached the relevant invoices to this email for your reference.

Despite the considerable investment in replacement parts, we are still encountering a critical issue with the machine's pressure balance during the raw material spraying process. We have diligently followed the guidance provided by Innochem, changing components such as pump seals, lube oil bottles, spray guns, and numerous other parts, as suggested. However, these efforts have proven futile as the problem persists.

What concerns us even more is the lack of professional technical support available within the UAE. When we initially chose Graco, we were drawn to its reputation as a trusted brand. Regrettably, we have not experienced the expected level of technical support and after-sales service. Our business heavily relies on the PU spray process, and the persistent issues with our Graco Reactor 2 have already resulted in substantial losses.

To compound our frustration, our machine has been in the possession of the Innochem team for the past seven days, and yet they have been unable to identify the root cause of the problem. It appears that they are resorting to changing parts indiscriminately, driving up our maintenance costs without offering a solution.

I urge you to take immediate action to resolve this matter. We need a competent and professional technical team to rectify the issues with our Graco Reactor 2 machine promptly. Our business cannot sustain the ongoing disruptions and financial burdens caused by this situation.

I want to begin by expressing my sincere appreciation for Graco's reputation as a trusted brand in the industry. Desert Dry Insulation initially chose Graco over other options, driven by the confidence in the quality and reliability of your products. However, our recent experience with the Graco Reactor 2 machine has left us deeply disappointed and questioning our decision.

We have encountered persistent issues with our Graco Reactor 2 machine, which has resulted in significant disruptions and financial losses for our business. Despite our trust in Graco, we have been unable to fully leverage the potential of this machine due to the ongoing technical problems we've faced.

As a result, we find ourselves in the difficult position of regretting our choice to invest in Graco over other brands, such as Gama. This is not a position we anticipated when we made the decision to purchase Graco equipment.

To move forward positively, I would like to offer some constructive feedback. We believe that Graco has the potential to provide exceptional products and services, but our experience has highlighted some areas that require improvement:

1. *Technical Support:* We strongly urge Graco to enhance its technical support services, especially in regions like the UAE. A professional and competent technical team is crucial to promptly address and resolve issues, ensuring that customers can fully benefit from Graco products.

2. *After-Sales Service:* Investing in after-sales service is equally important as delivering quality products. Graco should consider developing a comprehensive after-sales service strategy that includes regular maintenance, troubleshooting, and timely support for customers facing technical challenges.

3. *Quality Assurance:* Maintain a rigorous quality assurance process to ensure that products meet the high standards that Graco is known for. This will help prevent issues like the ones we have encountered.

4. *Customer Feedback:* Establish a channel for customers to provide feedback and suggestions. Listening to customers' experiences and concerns can lead to continuous improvement and the development of more reliable products.

Despite our current frustration, we believe in Graco's potential to regain our trust and continue being a reputable brand in the industry. By addressing these concerns and improving your services, Graco can not only retain its existing customers but also confidently recommend its products to others.


I kindly request that you investigate this matter urgently and provide us with a clear plan of action to address and resolve the technical issues plaguing our Graco Reactor 2 machine. We look forward to your prompt response and a swift resolution to this matter.

Posted by Brooke


I ordered one 200 dollar carseat. Was charged twice and "they cannot see the extra charge on their end" 1 month later, still not getting the problem taken care of in a professional or timely manner. I will not be ordering from them again. I will use Chicco. They take days, if ever to get back to an e-mail, while taking an hour at a time on the phone.

Posted by MamaH


They have the worst customer service for such an important product. I have questions about the use of the car seat i purchased and have sent three emails with NO responses. I have sent Facebook messages with NO response. At this point I'm unsure they even have any customer service employees working for them.

Posted by Barbara


VERY POOR CUSTOMER SERVICE! I called and ordered a replacement harness assembly for an older high chair. Was told it would ship within a few days. I've checked FEDEX tracking and it appears that GRACO hasn't even dropped the package off to Fedex! I've contacted GRACO to discuss this delay but I can't get a response back -- of course....I've already been CHARGED for the harness assembly. If I don't hear soon, I'm going to submit this to my state AG as a type of fraud against consumers -- GRACO made me a promise, charged me, then refused to respond to me.....

Posted by cleo322000


Stroller came with missing parts. Emails went unanswered. Waited on hold multiple times for over 30 mins. Gave up.

Posted by Anonymous


I have been waiting for months to order a replacement part for my pack n play because the mattress has started to save in the center from end to end. I called 4 months ago and talked to a representative who said they wouldn't have any in stock until this month but quoted me a price for the part and put me on a list for wanting one. I called back today and talked to a different representative who gave me a completely different price and it's was 7 times more expensive. If I wanted to spend that much I would just buy a new pack n play. They wasted my time and they shouldn't be able to quote on price and switch it like that. I know they make good quality products but part of giving them my support and money means I get what they said I would in return. Not hustled. Thanks for nothing, Graco.

Posted by KS


We've gotten the run around by Graco customer service. They take forever to email back, requested pictures and videos of our stroller issue (which we sent them), then they haven't responded since. Both my husband and I reached out to them and it's been over a month with no response back from them. For this reason, I would not recommend Graco products and will never buy their products again.

Posted by tremont


talked to 3 different customer service reps at graco today. each one was useless, stupid and probably had a 5th grade education. the last one was some idiot that called me boss and used the word probo for problem among other things. horrible customer service. i decided to buy an evenflo car seat. what a bunch of derelicts at graco

Posted by Anonymous


recently the sleepers on 4 of the pack n plays have been recalled for suffocation hazards. i have one of the 4 products being recalled. my real problem is that i registered my pack n play. which is supposed to notify me via email if there are any recalls. graco has failed to do so! i happened upon this recall information on instagram and then googled it to find out it had really been recalled. WHY are you taking my contact information if you are going to blatantly IGNORE the recalls. i don't care about the 50$ being offered as a refund, but i care about the possibility of my child SUFFOCATING AND DYING. i'm confused as to WHY i never received any information from the company about a recall. its clear graco cares more about money than children possibly suffocating in their products.

Posted by Anonymous


Hello my name is Valerie I have a brilliant baby ideal product. Can someone please give me a call Thank you

Posted by Anonymous


I have been trying the customer service phone number for days and am just put on hold. No one answers. I'm trying to find out if there is a longer bottom strap as the clips dig in to my granddaughter 's thighs.

Posted by Anonymous


I used graco products for the past 10 years and while I have run into some problems I felt for the price point of the prodect it was fine. My 3 children only ever used graco seats and strollers. However, 2 years ago I purchased a roomfor2 stroller. At the time it was only available in classic connect. Shortly after I received my purchase it was taken off the market and then almost a year later replaced with click connect. Now I need an infant seat and they no longer make the classic connect. I contacted customer support not expecting a free replacement, simply to purchase a new tray or adaptor for my stroller. I was informed that I must purchase a new stroller, I can not purchase something to adapt my current stroller. All of my children have used graco strollers and carseats I have spent hundreds on their products and their disregard of that doesn't sit well with me. Now that they have forced me into buying a new stroller to fit my seat they have lost me as a customer. I am now researching other strollers and seats. If they want to phase out a seat I'm fine with that. But to not provide an option other than purchasing the same exact product again to a long standing customer is a differnt story. They will not get another cent of my money!

Posted by Anonymous


Told to disregard what the booklet says for which car seats cannot be used for my stroller. The book says not compatible but CS says oh no dont read that buy whatever click connect. Seriously. Upset you have people who apparently cant read amd think its ok for is to spend money on things not compatible

Posted by Anonymous


I am absolutely apaualled by graco customer service.
I contacted them about the brake fault on our Sybil b to be told that they were not aware of any problem what a lie the Internet is full of complaints about it .
Then told by customer service to contact the American part of the company , why when we live in the UK , they can't help because we don't live there and they have never sold that model in USA .
WHAT SORT OF CUSTOMER SERVICE IS THIS, YOU TOOK OUR MONEY AND NOW DONT WANT TO KNOW.

Posted by Brian


LaJobi apparently used to make furniture for Graco, but went out of business. We purchased furniture for our daughter and the rollers on one of the drawers in her dresser were defective. I called Graco and they told me that they have no replacement parts and could provide no support, since LaJobi went out of business. Now I don't know what in the world I am going to do to fix this dresser. Terrible support of their own product. We will never purchase another Graco product and will communicate their failure to our network of parents. They could make some type of effort to resolve this issue, not act to helpless.

Posted by daniel adams


I bought a gracious pro shot after I seen all the ads and thought it would be a good investment , I but many accessories everything that I needed work good.I used it about five times I replaced the battery come to find out it's a circuitboard now they don't have a replacement circuitboard and say they only guarantee it for year so basically I have to throw all this extra money out from all the extras because it can't be used now now to buy another one they want to charge without any real break in price this discussed me it's about me being a guinea pig for them and I thought that I was buying the best what therefore I am not buying the best I don't think that Grayco really cares as long as they sell the product well they sold it to me and I guess I'm one of their suckers because I sure don't reply very fastthey took the money but they won't give me any sort of a break in price I don't I really am losing respect for Grayco I hope others don't fall for the same trap whenever it's a circuitboard and then they tell me that there's not one available it's just discussed me to see might throw my money out the window thanks for nothing Grayco

Posted by Anonymous


good luck getting a replacement harness for the car seat recall. I have been calling all day and cant get through. No voicemail to leave info nothing they just say call back later and hang up. I assume there are millions of other parents having the same headache right now hopefully everyone will actually get one before any tragedies occur god forbid. All I can say is that Graco better get their act together or I see many lawsuits in their future.

Posted by Anonymous


This is a horrible brand! I bought a brand new baby swing for my infant and paid good money for it! I looked up reviews on line and many people had the same problem. And they will not get back to me on it and are very careless! Settle for another brand such as Fisher price ect.!

Posted by Anonymous


The rep had a terrible attitude! I bought a stroller and one of the wheels keeps going flat. She wouldn't help me without the model number which I wasn't able to locate on the product. I had to look it up online even though she works there because she just sat there in silence when I told her I was having trouble locating it! Then she told me it would be months before she could get the replacement out to me! I told her, very nicely, that I was disappointed in the product as I have to fill the tire with air everyday.She didn't even offer an apology. I will not be purchasing any more Graco products!

Posted by Erin W.


I have been waiting on a stroller tray for my travel system for 3 monts. Can not use the stroller without it. They sent out a different colored one never received it. Sent out another one still not here. Horrible customer service saying for me to ship back stroller find a box myself box it up and then wait an estimate of 6-8 weeks for refund. My stroller part was an "estimate" of 6-8 weeks and its been 15! Im a single mom whos a student and doesnt have the luxury of buying a new one while I wait. Lady actually said to keep the carseat so I can carry my child around in that until I get a new carseat. Horrible customer service doesnt begin to express my feelings and they are owned by Rubbermaid which is a billion dollar corporation

Posted by Anonymous


Unbelievable poor service. Ordered an extra base for my graco car seat from the 800 number located on the product. Needed asap and was told 5-7 days. Was billed that day (Dec27th) and 3 weeks go by. I called and the first person I spoke to said it was shipped on the 27th..I was given a fed-ex number (graco is not able to send tracking numbers by e-mail when orders ship..huh? their system can't do it..?)) Obviously the tracking number i was given was not good..spoke to the second customer service person who said fed-ex lost it..huh? they didn't ( GRACO NEVER SHIPPED IT) after all this time on hold..i asked for a supervisor (Jen) zero personality and still couldn't answer my qustions,,just the run around...i run a company and seriously would not have one of these people working for me..poor employees..poor attitudes..poor reflection on the company..period.

Posted by Mom of ximone


Called today to ask about a support clip for my graco quattro pack n play.model number1780633,manufacturing date:09/07/2011.The person who answered.name is karen was not very helpful,she did not give me any suggestions or options.She just said "unfortunately support clipd does not come with that model."Nothing else,whatsoever.I paid a lot of money in this system to have this service!?!Don't buy this product,The Graco pack n play yard travel system with cuddle cove.it's not worth it!

Posted by Concerned Grandma


Tried calling several times to follow-up on parts that should have been sent a month ago. Recording always states that representatives are in training and to call back ??? hours later to reach a representative!!! This is unacceptable.

Posted by debranealman


back tires shredded, and front end locked up. I don't know what good it does typing this cause nothing will be done to fix it. I used this stroller that my daughter got for a baby shower gift. It is a graco stroller and car seat combo with jungle design. I was shocked when it was only the fouth or fifth time using it. That the front end was locking up and the back tires were shedding rubber off the tires. Personally I think this brand is a waste of money. And we don't have much at all. Thanks for your time. THis will only gonna get throwed away.

Posted by -In a tither in KS


I bought a MyRide65 Car seat two months ago and after a month the crotch strap button started sticking. Myself, nor my Father or my Brother could press the damn thing hard enough to release the straps. It got to the point I had to manually let out the shoulder straps everytime as far as they would go to get my son in & out of the seat.

After a nimwitted back and forth.. over several days and several emails. I'm supposed to be checking my USPS snail mail for a fedex label to return my carseat... telling me I'll be getting a refund check after they receive my malfunctioning one. A refund that, I might add, will take up to three weeks.

So what is is my son supposed to ride in for three weeks?

They told me.. Quoting "You are going to be refunded so you can go out today if you like and purchase a new seat."

Or they could change the refund request into a replacement request.. quoting again "The return process for a refund or a replacement seat takes up to 3 weeks. We can change it to a replacement if you prefer. Once the seat is dropped off at Fed Ed let us know and when it can be tracked we can order the replacement seat. We can not guarantee color or pattern of the replacement seat."

What the ? -- So if I get a replacement pink car seat in three weeks sorry bout your luck....

I'll just wait for my refund check in the mail from Graco and spend money I don't have right now with another company that has better service for their customers.

Any suggestions?

Thanks for letting me vent!

-In a tither in KS

Add your review!

Posted by Max


Patrick was extremely helpful in helping me fix my paint sprayer. He not only helped to figure out what caused my problem, but also walked me through how to get it operational again.

Posted by rproffra


I contacted Graco via email about some spare parts for my child's carseat. I had tried to purchase them online and it kept telling me they were not in stock. I just wanted to see when they would be in stock again. I received an email within the time frame they stated and was informed that the parts had already been shipped free of charge and they were sorry for the inconvenience I had with their website. I was very pleased as I had not expected that response at all. The extend-a-fit car seat we have is amazing and now that I know how awesome their customer service is I definitely will have no problem buying from them again.

Posted by Jocelyn


I just received great customer service and felt I should review them. Glad I came here as I see they don't have the best rating but they are obviously trying to work on that. I was in search of a replacement seat cover for our high chair and I couldn't find it online so I contacted Graco and reached a very friendly person. He realized that section of the site was not correct and offered the cover at no charge for my troubles. However, there weren't any in stock. He checked for stock every few days and after a while sent a whole new chair because it wasn't coming in. He was so friendly and helpful and made it clear they were trying to be better for their Canadian customers. I was very pleased with my customer care. Good job Graco. We love your products and service.

Posted by cjandjaiden


I had a swing die on me less than thirty days after purchase. I called Graco customer service, and NO QUESTIONS ASKED, they shipped me not just one, but two new motor assemblies for the swing!! I am beyond thrilled and impressed with their service. It was so fast and efficient, and I didnt even need to cough up receipts or go through any of that (that wouldve been quite a hassle). THANK YOU GRACO!

Posted by Lil Mama Roth


I had ordered rear wheels for my Graco single stroller which was purchased 4yrs prior. Customer service was very helpful. I only needed one wheel, but the representative offered a 2nd wheel (so the rear wheels will match) at no additional cost.
The color of the wheels ordered were on back order (still awaiting their arrival 2mos later) and when I contacted Graco regarding issue, they offered to send 2 rear wheels that were in stock for my stroller model at no additional cost. I received all the hardware and wheels 6 days later and am very satisfied with the service received from Graco.
I love that Graco products can all be used together (infant car seat booster works with other Graco infant car seats as well as strollers) this is a great feature when your children are not close in age or traveling with someone who also has Graco products.
I only use Graco products. They are worth the investment being that they are very durable, low maintenance (which is great for parents who are on a budget) and last the test of time as well as toddlers!

There are currently 0 Employee Comments for Graco.

Be the first to submit a comment from an Employee

Awards

We are proud to recognize the companies providing the best customer service each year within their industry.

Comparisons

Check out these popular comparisons of Graco customer service versus other companies:

Graco vs. Avanti
Graco vs. Chicco
Graco vs. Costco
Company Replies

Authorized representatives of Graco can sign up to reply to any of the comments found on this page.

Sign Up | Sign In

Contact Information
Customer Service
800-345-4109

Graco customer service phone number including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.
Corporate Office

Locate the Graco corporate office headquarters phone number, address and more at CorporateOfficeOwl.com.

Get Help Online

Get immediate support for your Graco questions from HelpOwl.com.

Reviews & Ratings

View thousands of Graco user reviews and customer ratings available at ReviewOwl.com.

Graco Manuals
Company News
Graco Recalls Car Seats Over Webbing Safety Concerns
The recall is expected to start on July 17. Graco says customers waiting for a replacement part may continue to use the seat. Customers can contact Graco's customer service at 1-800-345-4109 or visit www.gracobaby.com for additional information.
Hay al menos 42 muertos en Morelos, confirma Graco Ramírez
Nuevamente 19 de septiembre… A 32 años del terremoto que devastó a México, se registró un sismo a las 13:14:40 horas de 7.2 grados Richter, localizado a 12 kilómetros al sureste de Axochiapan, Morelos, que fue sentido en gran parte del país y que ha ...
The Morning Brief: Greg Gianforte's Assault Charge, AHCA and Graco Recall
Republican Congressional candidate Greg Gianforte looks on during a campaign meet and greet at Lambros Real Estate on May 24, 2017 in Missoula, Montana. Justin Sullivan—Getty Images. By Melissa Chan. May 25, 2017. Good morning. These are today's top ...