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"ticket": {
"ticket_id": "1252592",
"subject": "Re: From Momcozy: How would you rate the support you received? Request #1221310",
"description": "This is a follow-up to your previous request #1221310 \"Re: From Momcozy: How would...\"\n\nHi I was wondering if I could have the tracking information please?\n\nThanks\n\nOn May 2, 2026, at 3:01 PM, Momcozy support wrote:\n\n\n\nHello Carlyn Lebrun,\n\nWe truly appreciate your experience with Momcozy, and we would love to hear your thoughts! Whenever you have a moment, please click the link below to share your feelings with us.\n\nHow would you rate the support you received?\n\n😀 Very Satisfied \n😊 Satisfied \n😐 Neutral \n😟 Dissatisfied \n😞 Very Dissatisfied \n\nHere's a reminder of what this request was about:\n\n[https://rootglobal.zendesk.com/images/2016/default-avatar-80.png]\n\nRT-B2B-Reigns (Momcozy)\n\nMay 2, 2026, 05:56 GMT+8\n\nHello,\n\nThank you for your response and for your patience as we work to resolve this issue.\n\nWe have arranged a replacement.\n\nPlease allow 7-12 business days for the delivery. Note that we do not send an automatic tracking notification but rest assured it will arrive within the provided timeframe.\n\nJust in case you do not receive it after 12 business days, contact us back and we will provide further assistance.\nAgain, we are deeply sorry for any inconvenience this issue has caused you and appreciate your allowing us to correct it. We're so grateful for your support and consideration.\n\nTHANK YOU VERY MUCH AND YOU TAKE CARE!\n\nBest regards\nMomcozy Customer Support Team\n\n[https://rootglobal.zendesk.com/images/2016/default-avatar-80.png]\n\nCarlyn Lebrun\n\nMay 2, 2026, 05:36 GMT+8\n\nHonestly I would love that. If you recommend that one then I would love to try it. Lugging around a spectra and having tubes and bottles hanging is a nightmare while in the car.\n\n[https://rootglobal.zendesk.com/images/2016/default-avatar-80.png]\n\nRT-B2B-Reigns (Momcozy)\n\nMay 2, 2026, 05:14 GMT+8\n\nHi,\n\nThank you for sharing your experience—we completely understand how frustrating this can be, especially when positioning is difficult.\n\nFor moms with a larger chest, it can sometimes be harder to clearly see and align the nipple, which may lead to inconsistent performance.\n\nIn this case, we would recommend considering a model designed to provide better guidance and comfort during pumping, such as:\n\nMomcozy Wellness 1 Warm-Massage Wearable Breast Pump - W1\n\nThis model features warm compression and rhythmic massage, which helps with milk let-down and makes the pumping process more forgiving—even if positioning isn’t perfect every time. It can be especially helpful if you’re struggling with alignment or consistency.\n\nIf you would like, we can also arrange to switch your replacement to this model. Just let us know, and we’ll be happy to assist you with the upgrade.\n\nBest regards,\nMomcozy Customer Support Team\n\n[https://rootglobal.zendesk.com/images/2016/default-avatar-80.png]\n\nCarlyn Lebrun\n\nMay 2, 2026, 02:55 GMT+8\n\nI have tried all those things multiple times. I’m frustrated because I’m bigger chested and I liked being able to see down to make sure my nipple actually is in where it needed to be and even then it’s like it’s a hit or miss if it works.\n\nThe address is 14762 Tacuba dr, La Mirada California 90638\n\nIs there pumps that you have that may be better suited for bigger chested women?\n\n[https://rootglobal.zendesk.com/images/2016/default-avatar-80.png]\n\nRT-B2B-Reigns (Momcozy)\n\nMay 2, 2026, 01:54 GMT+8\n\nHi,\n\nWe hope this message finds you well.\nWe are delighted to inform you that we have successfully received your request. Thank you for bringing it to our attention.\n\nLet's start with some simple troubleshooting steps. If you could film a short video while following these instructions, it would give us valuable insight into what's happening:\n\nStep-by-Step Check:\n\n• Charge & Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version.\n\n• Power On & Select Mode: Turn on the motor and set it to Expression Mode.\n\n• Check Airflow Sound: Gently place your finger over the motor's suction port, alternately blocking and releasing it while listening to the airflow sound.\n\n• Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder.\n\nComfort & Fit Matters:\n\n• Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment\n\n• Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size\n\n• Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance\n\n• Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level\n\nIf the problem cannot be resolved by the mentioned troubleshooting process, we would like to send a replacement to you.\nWe have found your record, please confirm the following information.\nCarlyn Luna\n14752 Tacuba Dr.\nLa Mirada\nCalifornia\n90638\n714-721-9600\n\nThank you once again for your patience and we're looking forward to your reply.\n\nBest regards,\nMomcozy Customer Support Team\n\n[https://rootglobal.zendesk.com/images/2016/default-avatar-80.png]\n\nCarlyn Lebrun\n\nMay 1, 2026, 07:26 GMT+8\n\nThis is a follow-up to your previous request #1186926 \"Having problems again with ...\"\nHi sorry for not replying, life got busy and Microsoft was down for a few days. Anyways, I tested them again recently and I even waited 3+ hours when I knew I would be full, and even then it would not pull milk out. It maybe got less than half an oz each side. Which was very frustrating because I was at Disneyland and my baby wanted food so we literally had to leave the park, thankfully I had my spectra in the car but still. I don’t know why the Air 1 is giving me complications. I use it mostly on going out which isn’t that frequently. It’s not like they are being used 3+ times a day. It’s maybe like once or twice a week. I did all the test and I made sure they were fully charged. The suction on the motor itself is fine when I put my finger on it, I’m using the correct flange size, just they are working for me.\n\nWe're committed to continuously enhancing our products and ensuring that we provide our customers with top-notch service.\nThank you so much for your support and for reaching out to us!\n\nSupport team from Momcozy\n\nThis email is a service from Momcozy. Delivered by Zendesk \n\n[WM67J3-6LV02]",
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"text": "I see it was out for delivery on the 9th but then didn’t get delivered? Can I verify that you have the correct address? I did update it with you. It’s 14762 Tacuba dr, La Mirada, CA, 90638."
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"text": "Hello,\n\nThank you for your update.\n\nUpon checking, your replacement is still in transit. Please wait for the carrier to deliver it at the earliest possible time.\n\nBelow is the tracking information for your package. You can easily track the status of your delivery by visiting the official website of the courier.\n\nHere is your tracking number: YT2612201400388633\nFeel free to track your package using this link: https://www.yuntrack.com/parcelTracking?id=YT2612201400388633\n \n\nThank you for your patience and understanding. \n\nBest regards,\nMomcozy Customer Support Team\n\n***Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime."
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"text": "Request #1253887 \"Tracking update\" was closed and merged into this request. Last comment in request #1253887: \n Hi I was wondering if I could get the tracking info on the replacement? \n Thank you, \n\nCarlyn Luna"
},
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"text": "This is a follow-up to your previous request #1221310 \"Re: From Momcozy: How would...\" \n Hi I was wondering if I could have the tracking information please? \n \n\n \n Thanks"
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"subject": "Re: From Momcozy: How would...",
"description": "This is a follow-up to your previous request #1221310 \"Re: From Momcozy: How would...\"\n\nHi I was wondering if I could have the tracking information please?\n\nThanks\n\nOn May 2, 2026, at 3:01 PM, Momcozy support <support@momcozy.com> wrote:\n\n\n\nHello Carlyn Lebrun,\n\nWe truly appreciate your experience with Momcozy, and we would love to hear your thoughts! Whenever you have a moment, please click the link below to share your feelings with us.\n\nHow would you rate the support you received?\n\n😀 <https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQNBBQE5H4YAX9Z1PMXPMQ36?access_token=-561lQfJAnoJBZutc8CCAsKR1g&rating=5> Very Satisfied <https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQNBBQE5H4YAX9Z1PMXPMQ36?access_token=-561lQfJAnoJBZutc8CCAsKR1g&rating=5>\n😊 <https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQNBBQE5H4YAX9Z1PMXPMQ36?access_token=-561lQfJAnoJBZutc8CCAsKR1g&rating=4> Satisfied <https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQNBBQE5H4YAX9Z1PMXPMQ36?access_token=-561lQfJAnoJBZutc8CCAsKR1g&rating=4>\n😐 <https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQNBBQE5H4YAX9Z1PMXPMQ36?access_token=-561lQfJAnoJBZutc8CCAsKR1g&rating=3> Neutral <https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQNBBQE5H4YAX9Z1PMXPMQ36?access_token=-561lQfJAnoJBZutc8CCAsKR1g&rating=3>\n😟 <https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQNBBQE5H4YAX9Z1PMXPMQ36?access_token=-561lQfJAnoJBZutc8CCAsKR1g&rating=2> Dissatisfied <https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQNBBQE5H4YAX9Z1PMXPMQ36?access_token=-561lQfJAnoJBZutc8CCAsKR1g&rating=2>\n😞 <https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQNBBQE5H4YAX9Z1PMXPMQ36?access_token=-561lQfJAnoJBZutc8CCAsKR1g&rating=1> Very Dissatisfied <https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQNBBQE5H4YAX9Z1PMXPMQ36?access_token=-561lQfJAnoJBZutc8CCAsKR1g&rating=1>\n\nHere's a reminder of what this request was about:\n\n[https://rootglobal.zendesk.com/images/2016/default-avatar-80.png]\n\nRT-B2B-Reigns (Momcozy)\n\nMay 2, 2026, 05:56 GMT+8\n\nHello,\n\nThank you for your response and for your patience as we work to resolve this issue.\n\nWe have arranged a replacement.\n\nPlease allow 7-12 business days for the delivery. Note that we do not send an automatic tracking notification but rest assured it will arrive within the provided timeframe.\n\nJust in case you do not receive it after 12 business days, contact us back and we will provide further assistance.\nAgain, we are deeply sorry for any inconvenience this issue has caused you and appreciate your allowing us to correct it. We're so grateful for your support and consideration.\n\nTHANK YOU VERY MUCH AND YOU TAKE CARE!\n\nBest regards\nMomcozy Customer Support Team\n\n[https://rootglobal.zendesk.com/images/2016/default-avatar-80.png]\n\nCarlyn Lebrun\n\nMay 2, 2026, 05:36 GMT+8\n\nHonestly I would love that. If you recommend that one then I would love to try it. Lugging around a spectra and having tubes and bottles hanging is a nightmare while in the car.\n\n[https://rootglobal.zendesk.com/images/2016/default-avatar-80.png]\n\nRT-B2B-Reigns (Momcozy)\n\nMay 2, 2026, 05:14 GMT+8\n\nHi,\n\nThank you for sharing your experience—we completely understand how frustrating this can be, especially when positioning is difficult.\n\nFor moms with a larger chest, it can sometimes be harder to clearly see and align the nipple, which may lead to inconsistent performance.\n\nIn this case, we would recommend considering a model designed to provide better guidance and comfort during pumping, such as:\n\nMomcozy Wellness 1 Warm-Massage Wearable Breast Pump - W1\n\nThis model features warm compression and rhythmic massage, which helps with milk let-down and makes the pumping process more forgiving—even if positioning isn’t perfect every time. It can be especially helpful if you’re struggling with alignment or consistency.\n\nIf you would like, we can also arrange to switch your replacement to this model. Just let us know, and we’ll be happy to assist you with the upgrade.\n\nBest regards,\nMomcozy Customer Support Team\n\n[https://rootglobal.zendesk.com/images/2016/default-avatar-80.png]\n\nCarlyn Lebrun\n\nMay 2, 2026, 02:55 GMT+8\n\nI have tried all those things multiple times. I’m frustrated because I’m bigger chested and I liked being able to see down to make sure my nipple actually is in where it needed to be and even then it’s like it’s a hit or miss if it works.\n\nThe address is 14762 Tacuba dr, La Mirada California 90638\n\nIs there pumps that you have that may be better suited for bigger chested women?\n\n[https://rootglobal.zendesk.com/images/2016/default-avatar-80.png]\n\nRT-B2B-Reigns (Momcozy)\n\nMay 2, 2026, 01:54 GMT+8\n\nHi,\n\nWe hope this message finds you well.\nWe are delighted to inform you that we have successfully received your request. Thank you for bringing it to our attention.\n\nLet's start with some simple troubleshooting steps. If you could film a short video while following these instructions, it would give us valuable insight into what's happening:\n\n\n\nStep-by-Step Check:\n\n• Charge & Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version.\n\n• Power On & Select Mode: Turn on the motor and set it to Expression Mode.\n\n• Check Airflow Sound: Gently place your finger over the motor's suction port, alternately blocking and releasing it while listening to the airflow sound.\n\n• Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder.\n\n\n\nComfort & Fit Matters:\n\n• Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment\n\n• Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size\n\n• Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance\n\n• Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level\n\n\nIf the problem cannot be resolved by the mentioned troubleshooting process, we would like to send a replacement to you.\nWe have found your record, please confirm the following information.\nCarlyn Luna\n14752 Tacuba Dr.\nLa Mirada\nCalifornia\n90638\n714-721-9600\n\nThank you once again for your patience and we're looking forward to your reply.\n\nBest regards,\nMomcozy Customer Support Team\n\n[https://rootglobal.zendesk.com/images/2016/default-avatar-80.png]\n\nCarlyn Lebrun\n\nMay 1, 2026, 07:26 GMT+8\n\nThis is a follow-up to your previous request #1186926<https://momcozy.zendesk.com/hc/requests/1186926> \"Having problems again with ...\"\nHi sorry for not replying, life got busy and Microsoft was down for a few days. Anyways, I tested them again recently and I even waited 3+ hours when I knew I would be full, and even then it would not pull milk out. It maybe got less than half an oz each side. Which was very frustrating because I was at Disneyland and my baby wanted food so we literally had to leave the park, thankfully I had my spectra in the car but still. I don’t know why the Air 1 is giving me complications. I use it mostly on going out which isn’t that frequently. It’s not like they are being used 3+ times a day. It’s maybe like once or twice a week. I did all the test and I made sure they were fully charged. The suction on the motor itself is fine when I put my finger on it, I’m using the correct flange size, just they are working for me.\n\nWe're committed to continuously enhancing our products and ensuring that we provide our customers with top-notch service.\nThank you so much for your support and for reaching out to us!\n\nSupport team from Momcozy\n\nThis email is a service from Momcozy. Delivered by Zendesk<https://www.zendesk.com/support/?utm_campaign=text&utm_content=Rootglobal&utm_medium=poweredbyzendesk&utm_source=email-notification>\n\n[WM67J3-6LV02]",
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"body": "Hello,\n\nThank you for your update.\n\nUpon checking, your replacement is still in transit. Please wait for the carrier to deliver it at the earliest possible time.\n\nBelow is the tracking information for your package. You can easily track the status of your delivery by visiting the official website of the courier.\n\nHere is your tracking number: YT2612201400388633\nFeel free to track your package using this link: https://www.yuntrack.com/parcelTracking?id=YT2612201400388633\n\n \n\nThank you for your patience and understanding.\n\nBest regards,\nMomcozy Customer Support Team\n\n***Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br><br>Thank you for your update.<br><br>Upon checking, your replacement is still in transit. Please wait for the carrier to deliver it at the earliest possible time.<br><br>Below is the tracking information for your package. You can easily track the status of your delivery by visiting the official website of the courier.<br><br>Here is your tracking number: YT2612201400388633<br>Feel free to track your package using this link: <a rel=\"noopener noreferrer\" href=\"https://www.yuntrack.com/parcelTracking?id=YT2612201400388633\">https://www.yuntrack.com/parcelTracking?id=YT2612201400388633</a><br> <br><span style=\"opacity: 1;\"><img src=\"https://rootglobal.zendesk.com/attachments/token/5JuW6WyZO707sJi7KC64UMK7f/?name=image.png\"></span><br><br>Thank you for your patience and understanding. <br><br>Best regards,<br>Momcozy Customer Support Team<br><br>***Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.<br></div>",
"plain_body": "Hello,\n\nThank you for your update.\n\nUpon checking, your replacement is still in transit. Please wait for the carrier to deliver it at the earliest possible time.\n\nBelow is the tracking information for your package. You can easily track the status of your delivery by visiting the official website of the courier.\n\nHere is your tracking number: YT2612201400388633\nFeel free to track your package using this link: https://www.yuntrack.com/parcelTracking?id=YT2612201400388633\n \n\n\nThank you for your patience and understanding. \n\nBest regards,\nMomcozy Customer Support Team\n\n***Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.",
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"body": "Request #1253887 \"Tracking update\" was closed and merged into this request. Last comment in request #1253887:\r\n\r\nHi I was wondering if I could get the tracking info on the replacement? \r\n\r\nThank you, \r\nCarlyn Luna",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Request <a href=\"/agent/tickets/1253887\" target=\"_blank\" rel=\"ticket\">#1253887</a> \"Tracking update\" was closed and merged into this request. Last comment in request <a href=\"/agent/tickets/1253887\" target=\"_blank\" rel=\"ticket\">#1253887</a>:</p>\n<p dir=\"auto\">Hi I was wondering if I could get the tracking info on the replacement?</p>\n<p dir=\"auto\">Thank you, <br>\nCarlyn Luna</p></div>",
"plain_body": "Request #1253887 \"Tracking update\" was closed and merged into this request. Last comment in request #1253887: \n Hi I was wondering if I could get the tracking info on the replacement? \n Thank you, \n\nCarlyn Luna",
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"body": "This is a follow-up to your previous request #1221310 \"Re: From Momcozy: How would...\"\n\nHi I was wondering if I could have the tracking information please?\n\n\n\nThanks",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><div>This is a follow-up to your previous request <a href=\"/agent/tickets/1221310\" target=\"_blank\" rel=\"ticket\">#1221310</a> \"Re: From Momcozy: How would...\"</div><div dir=\"ltr\"></div>\n<div dir=\"ltr\">Hi I was wondering if I could have the tracking information please? </div>\n<div dir=\"ltr\"><br>\n</div>\n<div dir=\"ltr\">Thanks </div></div>",
"plain_body": "This is a follow-up to your previous request #1221310 \"Re: From Momcozy: How would...\" \n Hi I was wondering if I could have the tracking information please? \n \n\n \n Thanks ",
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