Defects in Cybex Pallas G i-Size Car Seat – Poor Customer Support and High Return Costs
I purchased two Cybex Pallas G i-Size car seats, one in 2021 and another in 2023, relying on the brand's strong reputation and high ADAC safety ratings. However, within just 1-3 years, both car seats developed issues, with the side and front barriers beginning to separate. These are supposed to be protective features in the event of an accident, yet they have deteriorated so quickly.
When I reached out to Opera Istanbul, the retailer, their customer service was unresponsive, directing me to an external technical service. To make matters worse, I was told I had to cover the shipping cost (₺2300) to send the defective seats for inspection. I’ve already sent one seat, and now I’m forced to send the second. The high return fees make this experience incredibly frustrating. Given the high cost of these products, it’s unacceptable for customers to be burdened with these charges. Cybex should replace the faulty seats and offer better customer support. I deeply regret choosing this brand and model.
I received a response from technical service; they asked me to send the product back. Unfortunately, there is no permanent solution; they will glue it and send it back, and it will open again in 3-4 days. There is also a very strong adhesive smell. It doesn't go away from the car, and my 2-year-old baby is exposed to this chemical. Do I have to use this product in this condition? Moreover, this service is provided by the Cybex distributor, and it's a disappointment from start to finish. Unfortunately, our 22,000 liras went to waste. Only other departments, not the consumer, can contact the so-called headquarters. Unfortunately, there is no one to help a customer. Is it that difficult to replace a defective product or issue a refund? Or to contact me and offer assistance. Why is your attitude different when there's a problem compared to when you're selling the product? We've been suffering for a month. Even my additional shipping fee is not refunded. Why are we paying shipping fees for a product under warranty? Unfortunately, we can't reach any solution at all.
