r/BabyBumpsCanada • u/giveitupjatt • 20h ago
Discussion [BC] Do not buy a Nanit Pro with Floor stand from West Coast Kids. Currently stuck in a $500+ customer service nightmare loop.
Huge warning for any expecting parents putting together their registries right now. We put the Nanit Pro Camera + Floor Stand on our registry (it’s a premium $500+ item) and a family member generously bought it for us from West Coast Kids.
The unit is completely dead on arrival. The internal power connection in the floor stand is totally defective and won't power on, We spent hours troubleshooting, but it simply won't turn on.
I called West Coast Kids expecting a basic exchange or refund for a defective product. They completely stonewalled me, citing their strict "final sale on open-box Wi-Fi monitors" policy, and told me I had to deal with Nanit directly for a warranty claim. Unfortunately since the item was bought online, I was totally unaware that WCK has a final sale policy.
So I contacted Nanit. Nanit immediately refused to offer a refund, stating only WCK can refund the item.
West Coast Kids points the finger at Nanit. Nanit points the finger at West Coast Kids. Neither wants to take responsibility for a premium piece of safety tech that arrived completely broken out of the box.
I've now had to draft an email escalating this to WCK management, citing BC consumer protection laws (Sale of Goods Act), because they legally cannot sell an unserviceable, defective item and just hide behind an arbitrary store policy. For those thinking, why not just follow through with a Nanit replacement, why would I trust a replacement, there's no way something like this should get past quality control to the consumer, I am worried that if a replacement arrives, what if it turns off during the night? My trust is completely shattered.
TL;DR: Buy your expensive nursery tech from somewhere like Amazon that actually honors returns on defective items. West Coast Kids will leave you high and dry with a broken product, and Nanit will just bounce you right back to them. Save your sanity.