Safety Announcement for Harmony High Chairs – March 18, 2010

At Graco, safety is always our top priority. Today, in cooperation with the US Consumer Product Safety Commission we have issued a voluntary recall for the Harmony™ High Chair (pictured here), due to a potential fall hazard to children.

The Harmony™ High Chair pictured here is the only high chair affected by this notice.

We take great pride in the quality and safety of our products, and as such, we are disappointed with the performance of the Harmony High Chair. We have taken significant steps to assess and enhance our internal product design review processes and we are continually committed to developing safe products.

In the case of Harmony, we have worked closely with the CPSC to identify and provide an appropriate fix. We are confident that we have come up with a solution that will improve the performance of this high chair.

If you own one or more of the Harmony™ High Chairs, there is no need to return the product; Graco is providing a free repair kit upon request.

To order a repair kit immediately, you can visit www.gracobaby.com/safety or call our toll free number at 800-345-4109. In the meantime, we are advising consumers to stop using the Harmony™ High Chair while waiting for the repair kit.

In an effort to further assist people, additional information and instructions can also be found on the following sites:
www.twitter.com/gracobaby
www.gracobaby.com/safety
• Frequently Asked Questions

Once your repair kit arrives, click here for step-by-step, illustrated instructions.

Have additional questions? Feel free to contact us in any of the following ways:
- U.S. consumer service line: 1-800-345-4109
- Canada consumer service line: 1-800-667-8184
- Graco Website
- Graco “Contact Us” Page
- Graco Blog
- Twitter
- www.cpsc.gov

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55 Responses to “Safety Announcement for Harmony High Chairs – March 18, 2010”

  1. Dr Karsten A. Loepelmann March 20, 2010 at 3:34 pm #

    Unfortunately, the web form on the Graco website won’t let Canadians like me complete our order for these important replacement parts. Although it’s possible to select a Canadian province (like Alberta), the form will puzzlingly not accept a Canadian postal code. It will also not accept a blank entry in the Zip code field.

    This problem has existed for over a year, but nothing has been done about it–despite my repeated complaints. Over 35,000 of the recalled high chairs were sold in Canada. Is that market meaningless to Graco?

  2. Kelly Voelker March 22, 2010 at 6:35 am #

    Hi Dr. Loepelmann, We work through a distributor, Elfe Juvenile Products, in Canada and we are working with them to help distribute the information in Canada. Canada is absolutely an important market for us. The easiest way to get your repair kit in Canada is by calling 800-667-8184. Please let me know if there is any other way I can help you and my apologies that you had trouble with the site. Thanks for reaching out. -Kelly

  3. Emilia March 25, 2010 at 4:34 am #

    Hi,
    I live in Poland, but three years ago I bougt the Harmony™ High Chair in US. I would like to order free repair kit on your web site but the form is not accepting a blank entry in postal code and state.
    How can I order free repair kit ?

  4. Angie Cadenbach March 27, 2010 at 7:43 am #

    I am pleased to see that this problem is a recall. This has happened to the highchair that I purchased for my second child. My husband has been blaming me for the problem because I was the one that put it together. I have ordered the repair kit. The kit will fix the problem even if the leg is cracked, right? Just concerned and want to do this correctly for my little guy. He loves his highchair and loves to eat!
    Thanks, Angie

  5. Debbie Brown March 30, 2010 at 1:40 pm #

    You are out of stock on the repair kit????????
    When do you plan on getting these in?

  6. Kelly Voelker March 30, 2010 at 3:47 pm #

    Hi Debbie – We shouldn’t be out of the repair kit. I will definitely check on that for you. Please check back early tomorrow – we should have that fixed on our site by then. Thanks for letting us know!

  7. Kelly Voelker March 30, 2010 at 3:48 pm #

    Hi Emilia – Would you mind e-mailing us your address to blog@gracobaby.com? We’ll be able to take care of it from there. Thanks for getting in touch with us.

  8. amber plowman March 31, 2010 at 6:10 pm #

    What do we do if we can no longer read the model number under the foot rest?

  9. Kelly Voelker April 1, 2010 at 2:10 pm #

    Hi Amber, If your high chair matches the one in the photo, then I would go ahead and request the repair kit. It will probably be easiest if you call (877) 842-3206. This announcement impacts all Harmony high chairs.

  10. Rochelle April 1, 2010 at 7:02 pm #

    I ordered my replacement kit on March 18 and my order status still says “submitted”. Where is my kit? What am I supposed to do? Love without a highchair? I tried calling but could not get a person on the phone.

  11. Kadi April 2, 2010 at 10:27 am #

    Still “out of stock” for the repair kit??

  12. Scott April 2, 2010 at 1:22 pm #

    out of stock and 6-8 weeks for delivery? 1.2 million chairs out there and not enough repair kits for the first month?

  13. Sarah April 3, 2010 at 11:04 pm #

    Wow. I am very disappointed in Graco. This is my first experience with a recalled item that my baby and I have been using, and just about everything we have is Graco (stroller, pack and play, car seat, highchair). I can’t believe Graco would expect us to immediately stop using our highchair and wait 6 to 8 weeks for the replacement kit- I really hope that is an error and will be fixed. I see someone posted on March 30th that the repair kit was out and there was a response that the kit should not be out of stock, however, that is how it is showing still, out of stock with a 6 to 8 week wait. That’s a long time to go without a highchair :)

  14. Kelly Voelker April 5, 2010 at 2:57 pm #

    Hi Scott, Sarah and Kadi — There was an error on our Web site, but it should be up to date now. We do have the kits in stock, and you should expect 10-15 business days to receive your kits, NOT 6-8 weeks. Please let me know if you continue to have trouble and our apologies for the miscommunication.

  15. Michelle April 10, 2010 at 9:43 pm #

    I received the repair kit in the mail, but it indicated to stop further repair if I found cracks on the front legs and to call Graco. We found cracks on both front legs. I have been unable to reach anyone from Graco other than the automated system. What I am to do now? Can our chair not be fixed due to the cracks? I need a response soon as we have been without a high chair for over three weeks.

    Thanks

  16. Orpha Delpozo April 12, 2010 at 11:30 am #

    I’m a big fan of this blog and I read it regularly. Keep up the great work!

  17. Julie April 13, 2010 at 9:06 am #

    First off, the repair kit is ridiculous- a tan cloth that goes under the high chair, so kids can crawl in it, drop food in it, etc. Very disappointed. We also have a crack, so we were told to send ours back immediately. Where am I going to find a box to fit this high chair- so now I have to spend my own money to buy a box because of a manufacturing mistake.

  18. Jen April 14, 2010 at 12:20 pm #

    I too found a crack while doing the repair kit. I cannot get a hold of a live person to tell me what to do next. What do I do if I find a crack!?

  19. Stacy April 14, 2010 at 12:52 pm #

    Great job on the recall. I got my replacement bottom and kit quickly. But when installing the bottom, it cracked again. Tips? Thanks again.

  20. Kelly Voelker April 15, 2010 at 8:35 am #

    Hi Jen, I’d call our main customer service line at 800-345-4109 to speak to someone about the cracks. Please let me know if you have any additional questions and I hope that helps.

  21. Kelly Voelker April 15, 2010 at 8:37 am #

    Hi Stacy — I’d call the main customer service line to ask about the cracks – the number is 800-345-4109 and they should be able to help!

  22. Stephanie Vetter April 18, 2010 at 6:06 pm #

    I received the replacement kit in the mail, but the leg brace was a pain to get on, it was a very tight fit and now my highchair tray tilts forward!

  23. Cathy April 18, 2010 at 7:18 pm #

    It is absurd that I am expected to #1 mail the highchair back first and #2 figure out a way to mail the highchair back! Can’t decide what to do. Right now it seems like a huge headache. I might have to live with the cracks.

  24. Nathan April 19, 2010 at 4:18 pm #

    We too have a crack and the instructions state to call 800-345-4109. Problem is that no one is available to help me. It’s well within regular business hours yet no one will pick up the phone. What should we do?

  25. Don Salyers April 20, 2010 at 7:02 pm #

    Just received a donated Harmony High Chair. It falls under the model number of 3920BAN2 but was manufactured on 04/07/10. Is this one safe to use??

  26. Julie April 21, 2010 at 1:40 pm #

    I continue to have a difficult time getting through to talk to someone, so sent an email last Thursday and still haven’t received a response. Most of my baby stuff is Graco, but after this poor customer service, I will think twice about buying more Graco stuff and recommending it to friends.

  27. Sara May 4, 2010 at 8:23 pm #

    I too ordered the repair kit, yet found cracks in a key area when following the repair kit instructions. So, I called customer service and they stated that I needed to send the high chair back at my cost! This is ridiculous! It is not my fault that there are cracks in the high chair because of a manufacturing error. I shouldn’t have to pay the fee of sending it back! I might as well buy a new high chair for the cost of the shipping. And unless something else is done, it definitely won’t be a Graco!!

  28. Scott McMiller May 5, 2010 at 3:53 pm #

    Don’t expect Graco to do anything for you if you have cracks. I also don’t know who at this company knows what is going on, but I never recieved my repair kit, and when I called customer service was told I would have to return the legs, and the seat pad. Of course Graco isn’t going to pay for the return. Guess I will be telling all my freinds not to buy Graco products. I will be talking with my congressman so he can query the CPSC as well as filing a complaint with my state attorney general.

  29. Cathy R May 12, 2010 at 6:20 am #

    Seriously disappointed in the new replacement high chair I got. My 13 month old has no move to room and I can’t get him out without taking the tray off. Just feels inferior to the Harmony which I loved and got 4 1/2 years of use out of.

  30. Amanda N May 17, 2010 at 4:41 pm #

    I requested a repair kit for my son’s highchair the same day I saw the recall (which was back in March), and I have yet to receive the kit. It said that it could take a few weeks for delivery. So I stopped using the high chair. I was able to borrow one from someone, but I would like to use my highchair. I spent my money on a product and this company has taken their sweet time sending me this repair kit. I understand they are trying to save money by not taking the product back, but it would have been a lot easier on parents if they could just return the highchair back to the stores. Then we would not be sitting here waiting on a replacement part.

    Also what makes Graco look really bad is they recalled the highchair in March. I submitted my request for the part, and I have yet to receive that part and it is now May. At the beginning of May children’s tylenol, zyrtec, and benadryl were all recalled. I had each of these products in my home and I requested a refund. This past weekend I received the check in the mail. It only took them a week to take care of the problem.

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  32. Valerie May 24, 2010 at 11:35 am #

    Odd..I see all these people who are waiting for the recall kit and can’t get through to a representative. I was on hold for maybe 2 minutes and received prompt courteous attention and my replacement parts in 4 days! Good luck to the rest of you. I won’t have any trouble buying Graco. I love their products

  33. Theresa May 31, 2010 at 12:10 am #

    I received our repair kit in about a week. I agree with a prior comment though about how ridiculous the kit is: 2 screws and a fabric square you attach to the bottom of the legs…REALLY? Now, after following the repair instructions, we’ve discovered cracks! Haven’t been able to get ahold of a live person yet because the number listed on the repair sheet is incorrect (it routes me back to the same recording to order the repair kit). With this being such an important recall, I find it frustrating that the phone numbers Graco provided weren’t correct. I’ll be contacting the customer service department first thing on Tuesday (800-345-4109).

    P.S. If you’re still waiting on a repair kit, don’t wait any longer. Reorder it. Good luck!

  34. Sheryl July 23, 2010 at 7:48 am #

    I received my repair kit, proceeded to check the areas required and found cracks. I called Graco and they said they would send me a new seat assembly, which when I received it I would install and then just put the fabric seat cover over – problem is that the seat portion they sent was for a different collection and the colours of the plastic does not match. When I called they said my collection was discontinued. I purchased it in the Abbington collection – to match my decor – and they sent me the seat portion from the Broadstreet collection. They said they can’t do anything about it. Isn’t the purpose of these collections to allow you to match your home?? I can’t reach a supervisor, or anyone for that matter, to hopefully get a resolution to this. $130 dollars for a highchair and I have nothing to use! My poor little girl is eating in her Bumbo chair at the moment – not very convenient or safe.

  35. Terri Reynolds July 29, 2010 at 9:42 pm #

    I am having trouble reaching someone by phone. My highchair has cracks and my baby is getting his arm and arms hung in the side while the tray is on. He screams when this happens. What do I need to do with the high chair? Can I return it to the store for a replacement? Thanks

  36. Kelly Voelker July 30, 2010 at 12:13 pm #

    Hi Terri – I’ll check on this for you and someone should be in touch with you shortly.

  37. marcia July 31, 2010 at 8:26 pm #

    My tray also tilts so far forward that stuff rolls off the tray. The tray is already a bit too far away from my baby even at its closest.Is there anything I can do about this about the tilted tray?

  38. Erin Joy August 9, 2010 at 6:18 pm #

    I finally received the repair kit for the high chair and of course I followed directions to assemble it. Well it says not to stop and don’t put the screws in if there were cracks and there were no cracks on the side where it said to look at, but when I put the screws in the wholes where the screws are held do have cracks(said nothing about checking for cracks here). I’m afraid that with cracks where the screws are held it may be not hold but I’m not sure. The tray also leans really far forward and the food and plate tend to roll and slide to the front, to the point of almost rolling off the tray. My daughter also has the same issue with getting her arms stuck in the back sides where the gap is when her tray is on with it even being as far back as it goes…. What do I do now. Will they replace this? I need a high chair to use but am not going to use an unsafe high chair. Will Graco fix or replace this since it is a manufacturing error as there was a recall on it, or am I going to have to throw this away and spend another $100. on another high chair. If I do, I sure won’t be buying from Graco again.

  39. Kelly Voelker August 10, 2010 at 7:39 am #

    Hi Erin, No, there should not be any cracks in the highchair. We will have someone get in touch with you to see if they can help you with this. Thanks for getting in touch with us.

  40. Kelly Voelker August 10, 2010 at 7:40 am #

    Hi Marcia – I’ll have someone from our consumer services team reach out to you to see if they can help you. Let me know if you need anything else and thanks.

  41. Melanie Lowerd August 14, 2010 at 12:57 am #

    Why not answer the questions now, in the blog, so that everyone can learn? Is it so you can get out the easy way? I noticed you avoided the questions asking if we can return them to the store. I know that it is cheaper for Graco to send a repair kit. But I want an answer, CAN we RETURN the highchair to the STORE?

  42. Kelly August 16, 2010 at 8:32 am #

    Hi Melanie, I believe some stores were taking chairs back, but not all of them. The best way to get your questions answered is by getting in touch with our customer service team (800-345-4109) as the answers may depend on where you bought your chair and your particular issue. If you have other questions we are happy to answer them here. Thanks, Kelly

  43. Jill August 17, 2010 at 12:05 am #

    I am also having a problem with the tray tilting too far forward and can not get the 2 new screws to go in? What should I do with this chair? Can I return it to the store or am I just out the cost of it?

  44. Alayna August 26, 2010 at 8:13 pm #

    I had to mail the front legs and chair pad in to receive a replacement chair. How long do I have to wait for the replacement?? I REALLY need a highchair!!!!

  45. Cara Authement August 30, 2010 at 4:13 pm #

    I have received my repair kit in the mail, but I we checked for cracks first. We do have cracks in the legs. I too have tried calling the number listed on the paper and get nothing, but the automated line. Help!! Thanks!

  46. Angela October 11, 2010 at 5:34 pm #

    I received the repair kit, however upon following the directions we found cracks in the areas indicated on the installation instructions. The aforementioned instructions state that Graco is to be contacted; however, this proves to be IMPOSSIBLE!! I have tried to contact Graco via telephone; however, I am never able to talk to a live person. So what is it that I’m supposed to do with the highchair now?

  47. Kelly Voelker October 18, 2010 at 8:38 am #

    Hi Angela – We’ll have someone reach out to you to see how we can help. Thanks -Kelly

  48. Kristen October 20, 2010 at 11:21 am #

    On the Graco web site, the link to the 2010 Quattro and Metrolite stroller recall information takes you to the high chair recall information. Please pass along this info so that the link can be properly directed. Thanks!

  49. Kelly Voelker October 20, 2010 at 11:31 am #

    Hi Kristen – Thanks for letting us know. We are working on it as we speak. Thanks!

  50. John October 24, 2010 at 4:52 pm #

    I’m having the same problem as many others, my chair has cracks on both sides and we’ve been having a very difficult time reaching someone at the 800 number. this is a chair we were using several times a day. (one child, 18lbs) not really sure what to do at this point. we need a highchair.

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  1. Graco recalls 1.2 million Harmony highchairs | Pregnancy & Baby Blog - March 18, 2010

    [...] instructions, click here. For more information on this announcement, please visit the Graco blog, FAQ page, or contact the company at (877) 842-3206. This is filed under: Baby safety, Family [...]

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