Daniel K.
Premium Price, Poor Experience — and My Review Was Filtered
Update (Response to Orbit Baby): Orbit Baby’s response is focused entirely on a 60-day return policy — while continuing to ignore the core issue: This shipment required a Direct Signature, and the “signature” provided is clearly not mine (not even remotely similar). The exact same scribble appears across multiple packages, which raises serious concerns about whether a signature was actually obtained at all. If a Direct Signature delivery is released without verifying the recipient, that is not a valid delivery. Everything in their response assumes the delivery was properly completed — that is exactly what is being challenged. They also claim they would have helped if notified earlier, but that ignores what actually happened: * The packages were not in our possession when marked delivered * They were only located weeks later, after our baby was already born * Because of this, we had to purchase a separate bassinet stroller just to get through that period * As a result, the Orbit Baby system wasn’t even opened or used until much later — entirely due to a failed delivery situation Framing this as a “late return” is misleading. This is a delivery failure that directly impacted timing, use, and the ability to address the issue within their window. At this point, a formal FedEx investigation is already open regarding the signature discrepancy. If the Direct Signature requirement was not properly followed, that has broader implications beyond just this order. I made multiple attempts to resolve this reasonably. Instead, Orbit Baby has chosen to rely on policy technicalities while avoiding the underlying issue. That approach speaks for itself. Original Review: I purchased the Orbit Baby G5 travel system expecting a premium experience to match the premium price (over $2,000). Unfortunately, the entire process turned into a very frustrating experience. The shipment was sent via FedEx with Direct Signature Required, yet no one in our household signed for the package. Despite this, the delivery was marked as completed. The packages were not actually located until nearly a month later in our building lobby — after our baby had already been born, which completely defeated the purpose of purchasing the system when we did. The FedEx tracking page shows only a typed version of my name as the “signature,” rather than an actual captured signature image. FedEx has informed me that only the shipper can obtain the official proof-of-delivery document containing the signature record, so I have asked Orbit Baby to retrieve that document so we can determine who actually signed for the delivery. Separately, the product itself did not match the practical expectations created by the marketing. The system is very bulky and heavy, which becomes a serious issue for families living in walk-up buildings. The marketing also highlights “360° rotation in the car,” which creates the impression of broader functionality than what is actually provided. What is not made sufficiently clear is that the included seat is rear-facing only, meaning a separate toddler car seat must later be purchased if you want a forward-facing seat within the Orbit system. I attempted to resolve the situation directly with the company and asked for a reasonable solution, including a courtesy exchange to their newer compact model. Instead of working toward a resolution, Orbit Baby simply relied on the return window and declined to help. Finally, I attempted to post this review directly on Orbit Baby’s website twice, but it never appeared publicly on the product page. This raises concerns about review moderation and whether negative reviews are being filtered. For a brand positioned as a premium baby product company, both the customer support and transparency in this situation have been disappointing.
Response from orbitbaby.comApr 21, 2026
Thank you for taking the time to share your feedback. We’re sorry to hear that your experience did not meet expectations. After reviewing your case, we’d like to clarify a few important details for accuracy. Your order was placed over 280 days ago, which is well outside of our 60-day return window. In July 2025, you contacted us indicating that your package was missing. Our team responded promptly and requested the necessary information to initiate either a replacement or a refund. We typically resolve lost or stolen package claims within 1–2 business days once that information is received. As we did not receive a follow-up response, it was reasonable for us to assume the issue had been resolved. At no point were we informed that the shipment was later located in your building lobby. Had we been notified at that time, there still would have been an opportunity to assist within the return window. We did not hear from you again until March 1, 2026, when you reached out requesting an exchange for a newer model. Regarding the product itself, the Orbit Baby G5 Travel System specifications, including size, weight, and rear-facing car seat configuration, are clearly outlined in our product descriptions. These are standard safety and design parameters and do not indicate a product defect. We are always committed to working with our customers when concerns are raised within a reasonable timeframe. In this case, the request was made significantly outside of our return policy and after extended use of the product, which limits the options we’re able to offer. We appreciate your feedback and wish you and your family the best. — Orbit Baby Team