METROUS HARNESS RECALL FAQ
Q: Why is the company conducting the voluntary recall?
A: Ergobaby is conducting this recall in an abundance of caution to keep our customers safe and help prevent any possibility of injuries. The button on some buckles that releases the harness can break and detach when pressed by the user while the child is in the stroller, making it difficult to release, and posing a choking hazard to young children if they obtain the button without supervision.
Q: Which product is being recalled?
A: The first generation METROUS1, METROUS2 and METROUS4 Compact City Strollers sold from July 2018 through September 2019. Only products in which the release button in the center of the buckle on your stroller is black in color and has no Ergobaby logo present. Gray color buttons and buttons with an Ergobaby logo on them are not part of this recall.
To confirm the model number of your product, please move to the rear of your stroller and check the label on the right side of the frame, above the right-side rear wheel.
Q: Have there been any injuries reported?
A: No injuries have been reported. The Company has received 15 consumer reports of the button on the buckle that releases the harness breaking and detaching when pressed by the user, making it difficult to release the buckle.
Q: Is my stroller otherwise still safe?
A: Yes. This is a voluntary recall that the company is conducting out of an abundance of caution and only concerns the harness buckle component. All Ergobaby strollers have consistently met and exceeded current regulatory safety standards.
Q: How do I get a new harness kit?
A: You can click here to determine if your product is applicable and request your harness kit on-line or you can email directly at email@example.com.
If your product is affected by this recall, immediately discontinue using the stroller and contact Ergobaby with a photo of the label containing the model number and a photo of the harness to receive a free replacement harness.
Q: The buckle on the harness is operating fine. Do I need a new one?
A: Yes, we are asking all consumers to upgrade their harness with a new kit.
Q: How soon can I get my new harness?
A: We will process your request within 24 hours and the replacement harness should be delivered within 5 business days.
Q: What will it cost me to get a new harness kit?
A: There is no charge for consumers. You will simply submit a claim via our website or you can email us directly at firstname.lastname@example.org with a photo of your harness buckle and product label showing the model number and a new kit will be sent to you free of charge.
Q: What should I do with my old harness?
A: Please discard of it through proper disposal channels.
Q: How do I replace the harness?
A: Ergobaby has developed instructions and a video to assist you in this process. Your replacement harness will come with illustrated instructions and you can view the replacement video at the link below:
Harness Removal and Installation Instructions
Q: How can I contact Ergobaby directly?
A: For additional information and to contact us directly, please email Ergobaby at email@example.com or contact Ergobaby toll free at (888) 416-4888 from 9am to 5pm PST Monday through Friday.