When Alex was born, my in-laws purchased a Graco Pack N Play for us to use at their house. From the start, the middle fold in the mattress never lay flat and there was always a bump down the center of the playard. I never did anything about it because Alex hardly ever used the Pack N Play, so it wasn’t a big deal.
When Tyler was born, however, we brought the Pack N Play to our house to use in our bedroom and he began spending a lot more time in it. The fact that the mattress doesn’t lay flat has always bothered me but I finally decided to do something about it because Tyler can roll over and I’m afraid he’ll get stuck in the gap at the ends of the Pack N Play that results from the mattress being raised in the center.
I started with the replacement parts page on the Graco website. There didn’t appear to be any playard mattresses available, so I used the contact form to explain my situation and ask how I could obtain a new mattress. It turns out that if you enter the info requested at the right on the replacement parts page, the parts available for that specific item will appear.
I was pleased that I got a quick response and was able to order a new mattress. I was less pleased that there was no attempt to address the actual problem with the mattress itself. I explained in my email that this was a problem that had existed from the start, so a company with five-star customer service would have wanted to know more and perhaps even sent me a new mattress and asked for the old one so they could examine it. And if the Pack N Play were new, that’s what I would have expected and would have asked for. However, because the mattress is two years old, I feel I’ve waived my right to complain. All in all, I think Graco’s customer service is good, but not great (assuming the mattress arrives promptly and is the right one, etc. – I’ll let you know).