Update on my Rumparooz Issue!

by Maria Moser on August 21, 2010

in Cloth Diapers,Delamination,Warranties

new rumparooz cloth diapers

If you missed my post about my Rumparooz delamination issue, I’ll get you up to speed.
  • Saturday, July 31st – I noticed that my two Rumparooz (purchased December 2009) were delaminating.  Sent an email to customer service late that night.
  • Sunday August 1st – Received an email acknowledging the issue and asking for receipts, forms & photos, which I sent the same night.  Received an auto reply saying that my replacement diapers would be sent within 48 business hours.
  • Saturday August 7th – Received an email asking for photos of the diapers right side out.
  • Sunday August 8th – Sent requested photo (claim form didn’t indicate these were needed but I obliged.) Indicated in my email that the photo didn’t have the claim form in it, but I could see if it was still in my recycle bin, or print another if needed.  Received auto reply.
  • Wednesday August 11th – Received perplexing email requesting very similar information to what I was originally asked for.  Except, this didn’t include the form, indicated I’d need to mail the diapers back, and had additional info on diapers that should not be sent, including ones with contrast lycra tabs (which one of mine was.)  The reason given was that these diapers were not affected, but clearly, mine was.  Responded expressing my confusion and was told this was not intended to be sent to me.  So it appears that there is a new process for handling these claims now.  Not sure why it said none of the lycra tab diapers were affected when mine was.
  • Wednesday August 11th a few minutes later – Received a reply that the form didn’t need to be in this photo and that they ask for additional photos from time to time. 
  • Tuesday August 17th – Received an email stating that my replacement diapers would be sent out the next day.
  • Friday August 20thTwo brand new Rumparooz in my hot little hands!
So, certainly not 48 business hours, unless they only work 4 hours per day.  But, less than 3 weeks to receive replacements is pretty good in my book.  Especially since I didn’t have to incur any expense.  I can’t stand when the consumer has to pay shipping to have a defective item replaced!
green

This was my first time receiving something directly from Rumparooz, so I thought their Eco Enclose packaging was pretty cool!  It is 100% compostable/biodegradable, but looks just like other poly mailers.
cloth diapercloth diapers

 I knew that they had changed the tabs around the time I purchased the two I have (my snap closure diaper doesn’t have the contrast tabs, and they were purchased within days of each other.)  It also looks like they improved the aplix, which is awesome!  I really didn’t like it because I felt it was a little too “sticky.”  The tabs are slightly different and the laundry tabs appear to be improved as well. edit: Ah yes, the closures and laundry tabs are so much better!
cloth diaperscloth diapers

The new diapers also have a patch of fabric reinforcing where the Rumparooz logo is sewn in (this is where my monster print diaper peeled away.)  In addition, the TPU (same as PUL only it is bonded by a heat process instead of a chemical process) actually feels different.  I’m unclear on when they actually started using TPU vs. PUL, or if they always have, but the old diapers looked and felt like other PUL diapers I have.  The new ones definitely look and feel different.  So hopefully this will be the end of this saga and I won’t have any other problems!

So there you have it, phew!

{ 21 comments… read them below or add one }

1 Carley Rousse August 21, 2010 at 1:47 pm

>I had the same problem with my RaR. I also HATE the fact that I had to pay shipping to return mine!

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2 Maria August 21, 2010 at 1:49 pm

>Oh no!! You had to pay return shipping?! Why? They sold you a defective item, why should you incur additional expense? Grrrrr…if they had done that to me, I think I would have had an epic temper tantrum. >:-(

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3 Carly August 21, 2010 at 2:08 pm

>I am having the same problem with 1 of my RR,but since I did not directly purchase it from them I think I am out of luck. I also do not have my recipt. I think I got mine from Kelly's Closet. I ordered 2 and am having a Problem with one of them.

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4 Carley Rousse August 21, 2010 at 2:12 pm

>I didn't order mine directly from them and they still processed my return. I'd definitely contact them about it. Also, you may be able to print a receipt from Kelly's Closet. It's worth a shot.

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5 SCMOMOF2BOYS August 21, 2010 at 2:13 pm

>I had to pay return shipping on another "popular" cloth diaper and I bought 2 within six weeks and in one after the first wash the snap fell off(not in the dryer in the wash!) and the other insert had a gaping hole! It is bad business when you have to pay shipping for a defective product. This company had the nerve to tell me that the huge hole that you could put 2 fingers through would not pull away or affect the use in any way, but at that price I should get another! I had to pay to send the one back and demanded they pay for the other since it was back to back problems and it happened within 6 weeks of each other. It wasn't just that one diaper(bcz I purchased 6 wks apart at different online stores). Since then I haven't bought any more, although I really liked the fit, but I think they are made quick and cheap with a not so cheap price tag. Their customer service put a horrible taste in my mouth.

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6 Maria August 21, 2010 at 2:18 pm

>Carly, contact them!SCMOM, that is absolute nonsense! I would like to know who that was. I think some of these companies have no idea that customer service is at least as important as the product you sell OR how much more likely "we" (as consumers) are to tell people about a poor experiemce!

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7 Anonymous August 21, 2010 at 2:18 pm

>I also bought two RR and am having the same problem. One of my diapers is pretty bad the other is just starting. I contacted RR and was told that they needed to be bad before I could receive replacements. For $25.50 I'll buy WAHM's before I buy these again.

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8 Maria August 21, 2010 at 2:22 pm

>I tend to agree anon. These are the second most expensive diapers I have. I think "waiting for them to get worse" is annoying. You're supposed to keep using them until they leak or what? I am *NOT* telling you to try to destroy them, but try tumbling them in the dryer on low instead of hanging them the next few times you wash. If that doesn't make them get worse, they will probably be OK for a while.

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9 Little Miss Emmy Lou August 21, 2010 at 5:55 pm

>3 of my RaR's were affected and I have had a similar response/process as you. Emails, pictures, and a couple weeks later, they said they will be in the mail now. I purchased mine from Mom's Milk Boutique and I forwarded RaR my email receipts. Anyway, I think they are overall handling this issue very well. I love RaR and was shocked when I started noticing the delamination on some of them, because I have many RaRs and never have had any issues- they are my fave diaper! Anyway thanks for sharing :)

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10 SAPsMaMa August 22, 2010 at 2:54 pm

>I bought a couple rumparooz from a daily deal site half off, not sure which one, I hope they wern't effected. Did it happen when you put them in the dryer? We have only hang dried them since they were bought…No problems yet! Though even with the 6R soaker my daughter pees through it at night time so was diappointed with that :(

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11 Maria August 22, 2010 at 3:10 pm

>I mostly hang mine dry, but I was tossing the shells in the dryer on low for the last 20 or so minutes of drying my inserts for a while (a month or two maybe?)I *think* the ones affected were shipped in December and before. I'd just check yours and keep an eye on them.I find I have to use something with hemp at night for the best absorbency.

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12 Heather August 24, 2010 at 6:13 am

>I am glad you got your new dipes, sorry it took so long… I wonder if they have someone new working customer service? I think I had my fluffy new RaRs in less than 8 days when I had two affected in May.I bought mine from another retailer and didn't have a receipt and they processed them just fine. Like I said, the process seems to have changed since May, so I will let you know if it is just as fast/easy as it was last time.On a side note, I met Julie once, owner of RaR once and she is SUPER nice. She is a mom of 3 little kids so I applaud her for being as quick as she was.These and Bum Genius organic are my favorite one sized diapers. I am kind of nervous about the baby kangaroo print since my Nov '09 dipe had medium delamination, and my replacement one from less than 4 months ago has MAJOR delamination, worse I have ever seen! I would say 70% of the PUL is separated! I don't abuse my dipes, and I have a HUGE rotation on a potty training 22 lb 2 yr old. Yikes!

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13 Maria August 24, 2010 at 12:01 pm

>I am really hoping that my new ones won't have any problems, since they definitely look and feel different. If I have more trouble, I really don't think I will be buying any more. It's not a 1-year warranty or longevity issue, it's a known defect that they're keeping hush-hush.I have a lot to say about how this could have been handled differently but I'll just keep quiet!

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14 Heather Aguilar August 25, 2010 at 5:40 am

>I won some RaR at a twitter party about a month ago and about 3 of them are already starting to delaminate! I hang dry them all of the time and have only used them about 4 times. If I have to pay to mail my diapers back to them I think I will throw a tantrum. That is not good customer service at all.Also, I wanted to add that my diapers have the added patch of fabric to reinforce the RaR label and mine are still delaminating!I haven't emailed them yet because I wanted to wait and see how many of my diapers will be affected. Hopefully they will figure out what good customer service is by the time I email them.

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15 Maria August 25, 2010 at 1:53 pm

>Oh no Heather! Keep me posted!

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16 Heather August 26, 2010 at 6:24 pm

>Heather A: they now have dates stamped on them on the tag. I was really irritated to find my Kangarooz print which was was a replacement and had a reinforced tage that they sent me in May was delaminating WORSE than the one they replaced, and MUCH faster too. I looked at the date, and sure enough, November '09… the suspected batch. So as of May they are still circulating the bad ones.I was really hoping on buying a dozen RaR and a dozen BGOs for my next baby as it's complete stash, but now I am having second thoughts.

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17 Maria August 26, 2010 at 6:33 pm

>My old ones didn't have any identifying info on the tag (they asked for a # or something), I will have to look at my new ones!

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18 Maria August 26, 2010 at 9:13 pm

>My replacements say 06/10 so hope I'm in the clear!

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19 Heather Aguilar September 29, 2010 at 3:33 am

>So I emailed RaR through the "contact us" on their website and I sent them an email to info@kanga-care at the beginning of the month and I still have not heard back from them!What email did you use when you informed them of your problems?Also, there is a twitter party on Thursday with RaR. Would it be rude to bring up this issue at the twitter party?

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20 Maria September 29, 2010 at 12:29 pm

>I used the contact on their website. Have you tried posting on their webpage, maybe just hey, I've been trying to contact you, please reply? Not "calling out" the issue or anything.With the twitter party, you'd likely get your reply lost in all that tweeting!Heather, I am going to see if I can get in touch with them for you.

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21 Maria September 29, 2010 at 12:32 pm

>Ooks I didn't mean to say webpage, I meant to say Facebook page. I contacted them, let me know if you hear from them.

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