Complain about a product or service

Babies R Us

Margaret of Westland, MI February 1, 2010

This is not the first time I have been unhappy with my Babies R Us shopping experience. The last time I needed help, the service person proceeded to bounce a ball the whole time he was dealing with me. This past time (Jan 29 3:10 pm) I was waited on by a customer service rep. I was buying a gift from a baby registry, and forgot my gift registry card. She seemed a bit put out by this, but I gave her the name of the person I was buying for. Rather than put it into the computer behind her, she wrote it down on paper. She asked me the usual questions about getting a charge card etc, etc, never a smile on her face.

I purchased my item with a vow that I would not shop at Babies R Us again. As of today, the item I bought is still listed on the registry. There is a competition now in my area called Bye Bye Babie, where the help is friendly and smiling and go our of their way to be of assistance (plus they will honor your coupons). I will the shopping with them from now on.

Cheryl of Hillsboro, OR December 6, 2009

Purchased two furniture items from Babies R US. First was a Dresser Changer/Combo and the second was a Rocker/Glider. Both items had several issues. First the Dresser Changer Combo we ordered was broken when we got it home after waiting two weeks for it to be delivered to the store. So we had to order another, after about a week and a half we got the call that it was in. Went in and demanded that they let us inspect it before bringing it home. Good thing too becasue it was the wrong color. We ordered it in black and they almost gave us an oak one. So we needed to order it for a third time and the sales rep informed us the item had gone on clearance and is no longer available. SERIOUSLY? So our only option now was to take the floor model or find something else. This was part of our set so we took the slightly damaged floor model.

We asked for a discount and we had to wait quite a while for an approval which it seemed no one wanted to even give us. Also we live about 20-30 minutes away so driving out in a truck to pick up furniture is a hassle and costs money. Next we ordered a glider rocker, got the call that it was in. Went to pick it up and we (now knowing better) opened it to check it first. Yup again it was the wrong color. We noticed that on the box it said dark cherry and the girl told me that the color on the box did not always match but it was the correct one. So had we not known better we would have probably taken it and not checked.

So again we have to reorder the item and go back again in another two weeks. They refused to compensate us at all for this error. I am registered for my baby shower here but am really thinking about registering elsewhere. The customer service is horrible, they do not seem to care at all. The manager would not even come talk to us in person. I really would not buy anything from here, it has to be one of the worst experiences. When you are expecting you want things to go smoothly but everything here has been a royal pain.

Monika of jacksonville, NC December 5, 2009

On 11-30-09 my boyfriend and I ordered a crib and bedding set online from BabiesRus. We decided to go that route because at that time these two items were cheaper than in the store itself. My boyfriend accidently left an old shipping address on the order and realized it as soon as he hit the submit button. Right away he contacted BabiesRus by phone and was put on hold for a very long time while the service agent went to ask her supervisor for guidance. We were then told that they can`t change the shipping address until they have a tracking number from UPS. On 12-5-09 we received a tracking number from UPS in our e-mail.

The very same day we also got an e-mail from BabiesRus customer service telling us that once an order has been made they can not change anything about it. That makes no sense to me, but it gets better. The next day we get another e-mail from them letting us know that the order was cancelled. But only the crib and the rest, the bedding set is on the way to the wrong address. We called the company and asked them to clarify. Apparently it took them one week to figure out that the crib is out of stock .

Frank of Churchville, PA November 30, 2009

Online website promotion leads with FREE SHIPPING on this product. My parents agreed to buy us a crib for our new baby. The Website was featuring "Cyber Mondays" sales. The crib was on-sale from 540 to 340 and the caption and graphic stated "FREE SHIPPING". The product was ordered, shipping came to 95. NOT FREE as advertised. Additional monies were required, and an uncomfortable situation was presented since my parents already verbally committed to the purchase.

The website had us "the new parents" relying on advertisements, we convey the great deal on the phone, my parents agree, but when it came time to pay, then they of course would not say anything. 95 is 95 not FREE.... The ad could have said, save 35 on shipping today, not FREE (up to 35, 3 clicks in)

Michelle of Wauwatosa, WI November 17, 2009

I am 5 months pregnant and got very excited to go and buy my first baby items from babies 'r' us on 9-15-09. I found a bassinet and blanket that i really wanted to buy. Neither item had a price tag, so i asked an associate for help. The first associate said that they didnt know the price but will ask someone else. By the time that the question of the prices had been asked to the THIRD associate, it was simply too hard for them to figure out the price so they had pointed across the store and said for me to walk around and see if i could find the same item with a price. I became so irritated that i had just put both of the items back. Secondly i had found the perfect crib and changing table set that i wanted to put on layaway, my questions about the layaway service were not answered to the fullest and the associates excuse was that the layaway system was new.

Finally i had gone to the check out to put a down payment on my layaway, first off the cashier lady was chewing on gum which i think is totally rude, and she couldnt figure out how to ring up my layaway on her register. She called 3 other associates over to try and help, but not one of them could figure it out. After about 20minutes i was considering to just cancel my layaway and take my services else where. After 10 more minutes they had finally figured out how to ring it up. The cashier who was chewing on gum did not say thank you, have a nice day, sorry for the wait, nothing! I was so excited about my first baby shopping but doing so at babies r us, my experience was plain stressful and unecessary. I felt like nobody could help me and nobody did. I am very dissapointed.

Danielle of Ontario , CA October 3, 2009

I had a friend order something from my registry. I had never received it so I decided to give Baby's R Us a phone call to figure out what was going on. They told me that the items were delivered. Supposedly they had UPS leave the package at my front door in a busy apartment complex in the middle of the day. Well, we never received it so I'm assuming someone took it off the door. I can't believe they left 50 worth of Baby's R us merchandise at my front door. I live in Southern California. They left it in the middle of the day even! I just don't understand why they didn't leave a receipt for me to go to UPS. They could have even left it with the front desk at my complex. Now Baby's R Us won't take the blame. I'm never shopping with them again!!!

sandra of so.yarmouth, MA September 16, 2009

my daughter registered several days ago for baby shower gifts....i let family and friends know that we had made this information available to them....no one,including myself can retrieve this info...when I called toys r us they said everything was fine.....

Helene of Bellmore, NY August 25, 2009

I returned an item with a receipt snd was told I am flagged for making too many returns. My duaghter had a baby 4 months a go sure I buy and return but I buy more then return. I bought a car set and other things last night and was assurd by customer service if there was an issue I could bring it back. There are no signs about too many returns. I called Headquarters and they were no help. I will not shop there and very upset since I did make a large purchase last night. How can a store stop you from returning items?

Renee of Tempe, AZ August 24, 2009

I am 8 months pregnant and had to go out of town for a couple days when I got home there was a notice on the door that stated we missed our package (items from our registry) When we called BABIES R US they stated the only way we could get our presents that were on the registry order by our friends would be to call the friends who ordered it and have them resend it. I have worked with GAP and they have rerouted packages along with other companies so it was amazing that BABIES R US could not do so. All the items are removed from the registry but have not been delivered/received and the friends that I had to ask to reorder the products never received a credit on their account.

I have about 6 other friends that are due within the next 6 months and I have told EVERYONE to register at other places - BUY BUY BABY, BED BATH AND BEYOND - they are great with registries and accommodating. Not sure why anyone wants to do business with BABIES R US when they have the WORST CUSTOMER SERVICE I have and apparently others have experienced. I wish I would have known so as a courtesy to friends and family I am letting them ALL know how AWFUL it is.

Polly of Essington, PA August 18, 2009

My 7 month old daughter's crib was recently recalled. I sent the paperwork in and received my voucher for a new crib. I went to the BRU location near my home over 2 weeks ago to pick out another crib. The customer service is terrible. On a Saturday morning, they had 1 employee in the furniture department and 10 people waiting to be helped. Of course nothing was in stock and had to be ordered. The salesman gave my husband the completed paperwork. I called the store yesterday to find out if it had arrived. I was told that the order was cancelled because I did not put down the required 20% deposit. With no phone call or any kind of notice from BRU, they cancelled my daughter's crib! I explained again that this was a recalled crib that had been fully paid for and, in no way, should I have to put a deposit down. The gentleman finally understood and re-ordered the crib, which will take another 10-14 days. Feeling that this was uncalled for, I called the 800 number to complain. After explaining the situation to the customer service rep, unbelievable, she told me that I needed to put a 20% deposit down. At this point I lost my cool. I am now waiting for a Senior Custmer Service Rep, if there is such a person, to contact me. Doubt if that will happen. I will never shop at any Babies R Us again. I shredding my credit card. I have had enough of this store and their idiot employees,

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