After spending over $50,000 on postpartum care with Cooings, our newborn ultimately ended up in the…read moreemergency room after our caregiver repeatedly prepared infant formula incorrectly for five consecutive nights. Looking back, this was not an isolated mistake--it reflected a pattern of poor judgment, inadequate training, and lack of accountability.
We chose Cooings because it positioned itself as a premium postpartum care provider, We believed the premium price reflected experienced caregivers, strong safety standards, and responsive customer support.
The doula was featured as top doula on cooings website with premature experiences. However cooings told us in wechat right before the service that she doesn't have experience for premature.
I breastfed during the day while the doula handled overnight formula feeds. Five days after the doula started, our baby became noticeably sleepier. We raised our concerns two or three times, but were repeatedly reassured that this was normal.
On the fifth night, I happened to stay awake and watched the formula being prepared. I discovered the doula had been mixing one scoop of formula with only 30 mL of water instead of the manufacturer's required 60 mL. Despite our instructions and the manufacturer's directions printed on the formula container, this continued for five consecutive nights.
As soon as we consulted our pediatrician, we rushed our baby to the emergency room at 2:00 a.m. on April 25. Watching our newborn undergo blood draws and multiple medical evaluations was one of the most frightening experiences of our lives.
We informed Cooings immediately after the ER visit. Following such a serious newborn safety incident, we expected empathy, a thorough investigation, and clear communication. Instead, the only immediate response we received was a single "Go for it" delightful emoji, followed by a statement that the issue would be discussed with the doula.
We never received any meaningful follow-up regarding the investigation or corrective actions. Instead, Cooings continued urging us to pay the deposit for a contract extension and warned that a late fee would apply if we did not pay immediately, even though we were still waiting for any meaningful response regarding the safety incident we had reported.
We immediately stopped allowing the doula to prepare bottles or feed our baby. Unfortunately, additional safety concerns followed. We found our baby left unsecured in the Stokke newborn seat without the safety harness fastened. On another occasion, we found the doula asleep in a nursing chair while holding our baby, with our baby's face pressed downward against her chest.
Around May 1, I developed a plugged duct. The doula offered therapeutic breast massage despite not holding any relevant certification. The procedure was extremely painful. My symptoms worsened, and on May 4 I developed a high fever, visited urgent care, and was diagnosed with mastitis requiring a 10-day course of antibiotics. While I cannot say the massage caused the mastitis, the experience raised serious concerns about performing therapeutic procedures without appropriate qualifications.
Throughout the remainder of the service, we continued to observe poor service quality. Postpartum meals were prepared only occasionally. During the day, our baby was often placed in the crib with music playing while the doula rested. When our baby cried while she was eating, she often finished her meal first and relied on us to comfort him.
Looking back, what disappointed us most was not a single mistake. It was the repeated safety concerns, poor communication, lack of accountability, and the complete absence of meaningful follow-up after our newborn was sent to the emergency room.
Based on our experience, we cannot recommend Cooings to families seeking postpartum or newborn care.
Update 10/2026: they ignore BBB complaints and delete wechat group.
