Complain about a product or service

Crib & Teen City

New York/New Jersey

Leslie of Cranberry Township, PA April 24, 2009

Purchased a crib from this store and they have a no return policy. The crib I received is altered from that shown and described in the brochure. The crib I received has cut-outs in the headboard (for the purpose of crib bumpers which I do not intend on using). I specifically shopped for a crib with NO cut-outs in the headboard. There was no floor model to refer to; only the pictures and description in the brochure. The cut-outs were apparently incorporated into the design as consumers requests. I don't know when this change was made so perhaps this merchant is using outdated literature. He will not work with us on a replacement or a refund. Basically we're stuck with an expensive crib that is different from that we had selected.

Wilfredo of Haledon, NJ April 12, 2009

as i start explaining i needed a bedroom set for my child she was more interested on my job what do you do for a living i try asking her the price then she ask me what thought off our new president i told her how I felt she did not like my respond she walk away from me our conversation had nothing to do with furniture my friend was with me he just got upset and ask me what was wrong with this lady I felt very discriminated because she started asking me about my background you should not have people working like that in stores because I will never come back and they will loose two or three thousand dollars from me.

D of Voorhees, NJ April 7, 2009

It is a trick they will write special order on your receipt even though it is not a special order so they do not have to refund your money. I saw a full over a full Deer Run dark cherry bunk bed set on the show room floor at the Crib and Teen City Marlton NJ locations . I asked the sales lady Joyce how long the sale was running. She said the sale ends on Tuesday the day after Labor Day and that this set is there most popular piece. She wrote up the sales slip and said that delivery would take three weeks. I said I must have the bed in three weeks because I am a foster parent and a little boy was going to be placed with me shortly and I must have the bed delivered by then. Her exact words were no problem it will be delivered by then.

Friday 9/5/08 I spoke with my husband and we went over the check list from NJ Foster Care which clearly states our current futon bed or any air mattress or temporary bedding is not expectable and I said the store had not called me yet to set up a delivery date and I was starting to get nervous. I looked at the receipt and it states to receive a refund your order must be cancelled in 7 days. I went directly to the store after work Friday 9/5/08 and spoke with the sales person on duty Ellen. She said she was not authorized to give a refund or cancel a sell and asked if I explained to Joyce that I needed the bunk bed delivered in 3 weeks. I said most definitely and I explained how NJ foster Care is very strict and I must have the bunk beds in placed in 3 weeks or it does me no good. She said do not worry we will figure something out be it if we delivery the floor model. She said neither she nor Joyce is authorized to cancel the sale only the owner and he is on vacation. I asked how can a sale person charge a sale but not be authorized to cancel a sale that doesnt make any sense. Ellen was nice and polite but I was not satisfied; she said she would have Joyce call me on Saturday.

I tried to pull up Crib Citys website to review the store policy I discovered the website was disconnected. However, I did goggle Crib City and found a 24 page consumer complaint with tons of consumers complaining how promises were made and the merchandise was not delivered at expected date or delivered damaged. I printed a copy of some of the complaints and attached them to my letter to my credit card company as proof of how Crib City is dishonorable. I came out during a hurricane braving the wind and rain and attempted a second time to cancel this order. I spoke with Joyce and told her my receipt states I am entitled to cancels this order without charge with in 7 days. She promised to have the bunk beds delivered by Monday 9/22/08. I explained I can not afford to wait if the bunk beds are not received in time I would be up a creek and will have to go out and buy another bunk bed set.

For the fourth time I asked Crib Citys salespersons please cancel my order?. Ellen was also there on Saturday and she tried very hard to see how many of the Deer Run bunk bed sets were in the warehouse which showed 12. Joyce said she would call me on Monday and keep me in the loop which I have never heard from again. I directly went home and called my credit card company and explained the situation that I communicated to the merchant to cancel this order several times. I was so upset because I paid several hundred dollars upfront and in full. I was so fortunate that I place this on my credit card and after a full investigation I was refunded every penny by my credit card company. Praise the Lord

Karen of Brick, NJ January 28, 2009

This was a long time ago, but I when I saw there were so many other complaints against this store I wanted to share my experience too. The salesman we dealt with is no longer with the company, as a matter of fact he was gone while we were still dealing with our problem so it was like starting all over talking to someone new who would not help us.

Anyway we had no problems until the furniture was delivered and the delivery men put the crib together and set everything up. A piece on the wood on the end of the crib on the bottom was splintered. The guy told my husband oh no problem just call the store and they'll take care of it. Well I called many times and the orginal salesperson we dealt with said we'll order another and it will take like 6-12 weeks....i forget now exactly how long they said but it was at least that long & I remember it was the same amount of time it for the furniture to come the 1st time.

So another 6-12 weeks passed and nothing, so we called again and he said the same thing. So we waited another 6-12 weeks and this happened at least 3 times. By this we had to deal with a new salesperson b/c the other salesperson was no longer with the company. She was kinda nasty and said..oh why are you calling now and not when I go the furniture months ago. I explained to her the situation and I ended up talking to the CEO of the company and he was rude and said the samething and that they wouldn't do anything.

So I was stuck a splintered piece of wood sticking which i had to break off so my kids woulnd't get hurt on it and it looks like c*&p. NICE customer service. After reading all these other complaints I don't know how they're still in business. Now I'm looking for a headboard to match the nursery furniture and I don't care I can't match the color anywhere else I will not go back there, especially after reading all these other complaints.

Amy of Thorofare, NJ January 9, 2009

DO NOT BUY FROM THIS TERRIBLE STORE!!!!On 1/4/08 I went to Crib and Teen City in Marlton/Cherry Hill NJ and worked with Joyce. I was looking for a glider and ottoman and spent about 2 hours or so picking out which frame I wanted. I came across 4 of the same frame/model number, all with different prices marked for the glider and the ottoman. I knew that I wanted this particular chair and asked Joyce why there was such a difference in price. I was told that they were marked wrong, but that she would honor the lowest price that was marked. (If I hadn't been told that I would've walked out right then)

I then spent about another hour picking out which wood color and fabric I wanted, again only after being told that the lower price would be upheld. I placed my order and paid in full. Today I got a call from Joyce saying that she spoke with corporate and they would not honor the lower price. I told her that it wasn't my fault that it was marked wrong and that they had to honor it. I asked to speak with corporate and she gave me their number. I called and left a message with Ed Kloss, who is the one that told Joyce they wouldn't honor the price.

I got a call back from some woman claiming to be the owner of the company. She was extremely rude and told me that I would have to pay 50 more before they would order the chair and if I didn't want to do that they would refund my money. I told her that was unacceptable to me and that I wanted to speak with someone else and I was told (with even more attitude) that she was the highest up that I would be speaking to. I hung up and tried to call back and speak with someone else and NO ONE would answer the phone.

FINALLY I got in touch with Ed who was also extremely rude to me and told me that there was no way they would honor that price. He said that even when they make mistakes that they never fix them because that would put them out of business. I am APPALLED by the customer service at this company and will NEVER do business with them again. I plan on getting a full refund and taking my money elsewhere. DO NOT BUY FROM THIS STORE!!! And don't believe the bullshit response from them saying that these are fake complaints. I will tell everyone I know not to shop there and I hope that they go out of business!!

Robert of Roselle Park, NJ November 28, 2008

Ordered and paid in full for my Granddaughters bed room set. Told delivery will be in 8 weeks. At the end of 8 weeks, calls made to the store. They would check on this order. At the end of 12 weeks delivery was made, minus the dressing table, told this was damaged in shipment. New one will arrive in another 2 weeks. Now week 14 and still no word. Call the store and they will ger back to us, never happened. The moral of this story is to stay away from this store do business elsewere. Consumer complaint to be filed with Middlesex County .

Their is no dressing table for my infant grandaughter, plus the aggravation it is causing my daughter while making mcalls to this store and receiving the old run around.

Lisa of Aberdeen, NJ November 14, 2008

Ordered product on 10/18/2008 from the Eatontown Store. No issues with the ordering process. On 11/7/2008, product was to be delivered to store.

On 11/8/ 2008, I arrived at the store to pickup the furniture. The furniture was still in the box. The outside of the box was damaged. This was made aware to the sales person Al. We wanted to open the box, however, the store said it had to be done outside or at our home. Once we arrived at home and opened the box we saw the damage to the furniture. A call was placed to the store immediately. I was told that I would need to contact the customer service department on Monday for resolution.

On 11/10/2008, I made several calls and left messages for the service department. At 4:53 p.m., I received a call back. We discussed some issues but not all were resolved. I was told that I would receive a call back from the manager of the department the following day.

On 11/12/2008, I made several calls and left messages. I received no calls back. I made a call the store for assistance. They were able to speak to service. Still nothing was resolved.

On 11/13/2008, I made several calls and left messages for the service department. I received not phone calls back. I also called sales. Sales and service spoke but service still did not return my calls for assistance. On 114/2008, The owner of Crib & Teen city called with service on the line. Service was very rude and did not care to help. Owner did not offer any help either. They told me that I need to return my product back to the store and will be notified when another would be ready for me. They would not tell me the process, because the owner felt I did not need to know this. I asked for a complete refund and they would not give it to me. I was offered nothing for all the troubles I had with this furniture.

Lisa of Waterford, NJ November 13, 2008

ON August 31st 2008 my husband and I went to Crib and Teen City to purchase our sons crib and dresser. We looked around and found a set we wanted that had a special combo for the two pieces. When we asked Joyce for help she gave us the wrong information. She told us the crib came with our choice between three other dressers. She seemed as though she wasn't really sure what pieces went with what. We picked the dresser we wanted with the crib signed the receipt made a down payment and thought we were set. By the way when we were there I over heard Joyce on the phone making plans with her friends and also made the comment to my husband and I that she was closing the store early. She couldn't wait to get out of there from my prospective that is way she sold us the wrong furniture.

The furniture was delivered on Halloween. When they finished putting it together I went in the room to find a dresser I did not order. The deliver man told me there was nothing he could do I had to call the store where I bought it. So I did and I even went there and she, Joyce, reassured me that she would take care of everything. That was on Saturday, Nov. 1st. She said she would call me on monday well monday came and went and finally I received a call on Friday the 7th. She told me there was nothing she could do. She didn't know where the misunderstanding came from. Well I do she was in a rush to get out of there and didn't know what she was selling.

Now I'm stuck with furniture I don't want. She said they don't give refunds. I have called the headquarters and have gotten know where. Either no one is working or they don't call you back. I finally got a call back from Shelley in customer service and she said there is nothing she can do because she works at the warehouse and take it up with the store. I never called the warehouse I called the headquarters. How can this company be so unorganized? They have made my happy time having a baby miserable for the fact that I have to think about how I have been taken by this company and have expensive furniture I didn't want. [They're] absolutely HORRIBLE!

Monica of Englishtown, NJ October 29, 2008

Where do I begin to describe my experience with Gary? I can not say 1 positive thing about my experience with Crib & Teen City of East Brunswick and the Corporate Headquarters.

-Gary lied to us from the very beginning, claiming furniture is ALWAYS in stock in NJ and can be delivered in 2 or 3 days- so then how come I placed my order on May 14, 2008 and my daughter's furniture was not complete until September 29, 2008?

_His follow up is HORRIBLE, non-existent. He said I could place the order over the phone and he would send me a receipt, I waited 2 weeks, more than enough time. I then called and spoke to the nice guy that works there, dont remember his name Rick or Rich. He was very felpful, he said he would get the receipt out and it was in my mailbox the next day.

- Gary told us the furniture NEVER goes on sale, did not believe him, stopped in store on Memorial Day and sure enough it was on sale, but we were given the discount, probably the only honorable thing he and the company did. -Placed call to arrange delivery on 7/18/08, after returning from hospital with my newborn. Told 2 week back order, fine, I don't have time to argue, I am sleep deprived, will let it go for now.

-I called again in 2 weeks, of course Gary or anyone from HQ was proactive and called me. Was told 2 weeks AGAIN. This happened 3 more times, and it was me calling and chasing people down, I don't have time for this. The only people that were helpful were Justina in delivery dept and Rich or Rick (I don't remember his name) from the East Brunswick store. He was the only one that returned my calls, and when he did not get an answer from HQ, he called me and told me he did not get an answer and then called me AGAIN when he got an answer, very professional and the way a salesperson should be.

If I had gotten proactive, professional calls, I would not be filing this complaint, even with the ridiculous amount of time it took to get the furniture.

-I called Gary several times, he had nothing to say, very rude, no answers on ANYTHING. HE then lied some more, said he spoke to the owner of the company and that the furniture would be in that Friday. I arranged a delivery date with Justina and the day prior I called to ensure the furniture was in and of course it was NOT.

- I then called Munire HQ and spoke to Robert OMansky, he was very kind, and VERY HELPFUL. Ends up Gary spoke to HIM, not the owner of C&TC OR Munire. WHY does he lie?!?! Robert then explained the entire situation to me and I understood and was willing to wait for the furniture, I was given REAL dates, not made up, just get the customer off the phone dates (GARY)

First delivery was scheduled for 9/6/08, the tall chest was still on back order(3 MORE weeks). Crib, nightstand and combo dresser w/ mirror arrive. DRESSER IS DAMAGED!!!!! Nighstand drawer not opening properly. I sat in my house from 8a-6p for THIS?!?!?! WHy don't they CHECK the furniture before the deliver?!?!?

-I ask Gary for some sort of compensation for the ridiculous back order and all the calls I HAD TO MAKE, as if I WORK FOR Crib & Teen City, wasting MY TIME. He NEVER gets back to me, I keep calling him, he has no answers for me (as usual) I call and leave several messages for customer service at C&TC HQ- NO RETURN CALLS- NOTHING.No one EVER answers the phone there, no matter which prompt you choose. When I was speaking to Justina in delivery, she said there is only 1 person in cust. svc and that my messages have been sent to the owner. He/She obviously does not care about their business, still to this day have not gotten a call.

-I wait for the tall chest to come in and the new dresser and night stand- I sit in my house like a hostage all day AGAIN on Monday 9/29/08 and the new dresser is MORE DAMAGED than the first, and the nightstand is DAMAGED. The delivery men fixed the drawer on the one I had and used wood filler and a MARKER to fix the dresser I already had. I CAN NOT DEAL WITH these people ANY MORE. I paid 2,500 for medicore furniture!!!!!! Is that fair? NO!! In this tough economy, you would think Crib & Teen City would treat their customers like gold to try and get/keep sales. The very helpful delivery men told me to call HQ and get a touch up kit, I left a message on 9/30 and of course did not get a call back- SHOCKER. I need the kit for several scratches on all of the pieces I have. PLEASE.

In the end all I got was a 60 credit to the delivery fee. For all the weeks of phone calls and waiting 2.5 months for the furniture, that was ordered 2 months even before that, so really 4.5 months???????? I then went on mother's messsage boards and let everyone know about my situation and found MANY other mother's with the SAME or WORSE situation. And I googled them and there are PAGES of complaints and even a BLOG abotu how horrible they are. SHAME ON ME for not googling them prior to making a purchase. But that does not give them reason to behave this way.

I am disgusted that any business has these practices, and the ENTIRE company at that. I now see why I am not getting a call back, because the business is HORRIBLE and they are bombarded with ANGRY calls/customers. WHY ARE THEY STILL IN BUSINESS? I bought a convertible crib, I am scared to order the conversion kit, I do not want to deal with these people again!!!!!! I get sick to my stomach whenever I have to make calls to these people, I can no longer do it, besides, I don't get any calls back anyway.

I paid 2,841.92 for DAMAGED, poor quality furniture. I should not have to pay full price for damaged furniture. And I had to sit in my house all day waiting for 2 delivery days. With 2 babies I wasted SO MUCH time making phone calls and getting sooo ANGRY and upset. I look at my daughter's furniture and hate it because of the ANGRY memories it brings back of what I went through to get it here and it is still not perfect.

Sonia of Spotswood, NJ October 15, 2008

On August 24, 2008 I went into Crib and Teen City in East Brunwsick, NJ and ordered a twin bed for my 3 year old daughter. I was told the approximate delivery date was 4-5 weeks. As the delivery date was approaching, I contacted Gary and asked him what the status was. He informed me the bed was leaving North Carolina the following week and to come in and pay the balance to speed the process up. I went into the store on 9/21/08 to pay the remaining balance expecting the bed the following week.

We didn't hear anything so I decided to call Gary again. He said he did not receive a shipment and would call me when it came in. My husband spoke to another employee on 10/6/08 and he called the warehouse and there was still no bed yet. On 10/7/08, I decided to go into the store and speak to Gary face to face because I felt we were not being told the truth.

He told me that a bed was shipped but it was damaged so they sent it back to the manufacturer. I explained to him that my husband spoke to an employee the day before and that wasn't never mentioned to him. Gary reassured me a few times that we would definitely have the bed by Wednesday, October 15th. No call from Gary on the 15th so I called him and lost it. He informed me the bed was still in North Carolina and should be here in 3- 5 days. I don't believe anything he has to say anymore.

I will never shop at Crib and Teen City again and will tell my experience to everyone that I know that is looking to get furniture for their kids. They are horrible with follow-up. It is obvious they don't care about their customers and I am glad to hear other customers expressing their dissatisfaction as well. I know it is just not ME!

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