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Marie of Baldwin NY (06/30/08)
I ordered a Graco Snug Rider from Babiesrus.com for $59.99 plus tax & shipping totaling $74.94 on June 7. I entered name, address and chose American Express with my Amex card # for payment. There is a Bill Me Later button on the webpage which I thought was somehow associated with my American Express payment so I clicked the option. It turns out that Bill Me Later set up a new account for me by siphoning off the transaction instead of allowing the order to be charged to my Amex card.
There was no explanation on the webpage to advise me that I was opening an account with Bill Me Later. There was no opportunity to refuse the option and return to charging the transaction to Amex. I received a billing statement from Bill Me Later a few days later with the new account number and their Terms & Conditions. This is when I realized that my transaction did not go to Amex as intended. Bill Me Later and other enterprises like this should not be allowed to operate in this surreptitious manner. Babiesrus/Toysrus refused to void the transaction and allow me to charge it to my Amex card. Amex was not able to assist as they never received the transaction.
The vendor is allowing a credit company to siphon off transactions without full knowledge of the consumer.
Jennifer of Tarpon Springs FL (06/05/08)
I bought a toy for my daughter and the price on the shelf clearly stated in was $10.99 but when I went to pay for the item Jennifer told me it was $11.99 so I walked her to the shelf to show they had it advertised for less. She agreed when she saw the sign but said it was not their fault an employee did not change the price and she had to charge me $11.99 because she had to go by what the computer stated because corporate loaded their prices. She also stated and I quote this is not Publix and we don't guarantee our prices like them...I should know I used to work there! I could not believe my ears. Publix is an outstanding company and they should strive to be more like them.
That night I told my husband about my experience because this had been the last of many I would deal with this from them. We decided to return the toy and never shop there again. I have spent at least $3,000 in the past two years at this store and plan on never returning!
I will never shop there again and felt verbally harassed every time I have been in there over the past six months!
Elizabeth of The Woodlands TX (05/30/08)
Tried to return an expensive on line gift purchased for new baby and was told couldn't return to store for store credit and if I returned to Babies r Us On Line business unit the sender of gift not receiver gets the credit. How ridiculous I will not shop at Babies r Us again
Currently stuck with a $150 gift that I don't need.
Scott of Portland OR (04/01/08)
My wife and I received a $200 gift card from family as a gift for the birth of our daughter. Surprised to say when we tried to purchase a few necessities with the gift card at a local babies-r-us, we were told that there was a $0 balance on the card. We ended up having to go through this awkward ...you need to pay for this some other way... moment at the store. Needles to say I was very disappointed and am astonished at the absolute ignorance, arrogance and carelessness that babies-r-us has shown me and my family through this whole ordeal. It would appear (at least this is what we are being told) that all on-line gift card purchases have been compromised and are being used fraudulently. It would also appear however that the internal workings of the company are less than functional given that we have been getting the run-around for several days ... first one department must work with us, then another. Now corporate is telling us that the case number that we have been given is no good and a new case will need to be created, and on and on it goes. Now we are being told that it will be many weeks before this will be resolved.
I am concerned that my family's identity is at risk given that I have been told that all online cards have been hacked and are being fraudulently used (what other information has been compromised?). I am concerned that such a large company with an apparently successful business model cannot handle doing business in the world of e-commerce. It is apparent to me that this is not isolated, and not a new thing, I have seen other posts that this has happened to others over the past several months (even a year ago). The consequences of a company mishandling personal information or at least not acting to prevent further compromise pose a far greater threat to an individual than the initial loss of a gift card.
Sabina of Rochester NY (03/22/08)
I purchased two (2) summer outfits for my grand-daughter four months prior to her birth. She was born in early winter and was a larger baby than average, therefore, outgrew the sizes that I purchased. I tried to return those two outfits and was told that because it was beyond return date, I could only get the lowest price that the outfits sold for. I paid $5.60 for each outfit. I was told that the lowest price for each outfit was $1.40 for a total of $2.80 vs $11.20. The tags were attached and I had my receipt. The least I should have been offered was store credit for the amount I spent.
I relayed my story to my daughter-in-law and she had a similar experience when needing to return clothing. The sales associate turned to the store manager and asked, Do you feel like being nice today and accept this return? The manager told my daughter-in-law that Wal-Mart carried the same item and that she can return it to them because, "They'll take back anything." My daughter-in-law looked at the store manager and told her that she would not do such a thing because it was dishonest and walked away disgusted.
In another instance, I purchased two (2) fleece pajamas in two different sizes - buy 1 get 1 50% off. Once again, I had to return one because it was too small and was charged full price because the sale had ended. That was not fair. I was doing an even exchange - same item, same color, different size. There was no difference in price because of size. These instances are negative experiences. My grand-daughters are 2-1/2 yrs & 4 months old and there would have been great potential for future purchases, not only for my grandchildren, but for friends, other family members, and anyone else thinking of shopping at Babies R Us. That is a true shame. Word of mouth speaks volumes.
The consequences of my negative experiences and that of my daughter-in-law's will result in us choosing not to shop at Babies R Us in the future and to warn others of our experiences. Sharing negative experiences by word of mouth is costly to a business. There are other stores in my city that carry baby items where we also shop. In this day of on-line shopping, one is also not restricted to purchases at a local baby specialty store. There are many more choices available on line.
Amanda of Bremerton WA (03/21/08)
My 94-year-old grandmother who struggles to make ends meet, generously purchased my husband and me a $400 gift card for the arrival of our first born. I shopped for an hour at the store getting all the things we needed for the baby, and at the counter was informed that I had a balance of $0.00. They called on the card and said I had made a purchase three days prior. I had never used this card! The customer service department said this kind of fraud happens all the time and put me on the phone with his supervisor. She told me that they'd research the charges and get back to me in 3 days.
After reading the several complaints listed on this site, I am sure not to expect compensation. Never shop at Babies R Us. They care nothing about the customer; and I agree--it sounds like an inside job. This company needs to take responsibility for their actions!
Out $400.
Shakria of Miami FL (03/18/08)
On Monday March 17, 2008 at approximately 7:30pm, I went to return a box of diapers for my daughter because they were too small. The box contains one hundred and ninety two diapers in three packs of sixty four. My first incident was when the young lady working the customer service desk told me that the diapers on the inside were not 1-2 but newborn. She just looked at them she didn't even check the size on the diaper. This was embarrassing since she did it in front of other customers. I said to her, look at the diaper it says one two on it.
Then we went over to the next associate who told me that the diapers are missing a pack. I then informed him that the space is there intentionally and that the pack even shows you three. So he then called his supervisor Nicole over and she asked him what happened. He tells her oh it's only three in here and there is supposed to be four. She then told me that it was missing one. I asked her why are they giving me a hard time? She yelled at me, "He is not giving you a hard time, it's his job." I told her, no, this is the second time you have second guessed me today, what is the big deal? Then she tells me I am going to involve myself in this when you are wrong. I said I wish you would just be quiet and just listen, the first time the lady told me switched the diapers to newborn when it says one two on the box as well as on the diaper. Now you're accusing me of taking a pack of diapers out of here. Look at the box it shows three. Then she tells me she will not serve me nor am I getting my money back. I told her yes you will serve me and I will get my money back, and I will no longer shop here. She told me She did not care. My significant other told her to talk to me in that manner out of her uniform. She goes are threatening me, he says does it sound like a threat and she said yeah and she was going to call the police and asked him to leave.
I suffered public humiliation.
Sandra of Catonsville MD (03/14/08)
I purchased a $100 gift card from the BabiesRUs website and had it express mailed directly to the recipient. However, when she tried to use the card, the cashier informed her that the card had a zero balance and that someone had already used it on March 6th (4 days prior). The cashier was rude and informed her that there was nothing she could do. I called their customer service department the very next day. They issued a credit to my bank card for the shipping cost ($11.22) and said that they would refer the matter to their Loss and Prevention program. I was informed that someone would contact me within 72 hours, and that they would try to have the gift card replaced, but I never heard from anyone.
Why would I want another gift card, when obviously their own employees are stealing the numbers and waiting for the cards to be activated? I also sent an email message to the corporate office (via their web site) and requested a refund for $100. If a refund is not issued, I will dispute the charge through my bank. So far, BabiesRUs has been unresponsive. They're aware of the problem, but yet they continue to sell gift cards on-line to consumers.
My friend was embarrassed by the situation and was treated rudely by the cashier. She needed the gift card to buy formula and diapers. I'm outraged that I spent $100 on a gift card that could not be used. I'm outraged at the blatant disregard they have for their customers.
Forrest of Dumfries VA (03/01/08)
Went to Babyies R Us on two different occasions to buy a glider chair and footrest for my wife to use while she is nursing. On both occasions there were several very nice gliders on display, and I selected one model to buy. Then the sales representative told me that that particular model was not in stock at the store or at the warehouse in Maryland, and it would take a month to get it as far as the warehouse. I would then pick another, and would get the same story for that one. I then offered to buy the one on floor display and was told that they wouldn't do that. The only chairs actually available were marked Clearance and were clearly of lower quality.
Normally I would chalk this up to bad luck; but in both cases, none of the chairs on display were in stock, and all of the good versions were unavailable for long periods of time. I asked the manager why they had these on display at all if they were not in stock and could not be obtained anytime soon--and was met with silence. I used to work in retail at one point, and I believe I recognize the old Bait and Switch where good items are displayed but only lesser models - which give a higher percentage profit - are actually available. Babies R Us is out the $600 I had planned to spend on the chair and lost a lot of goodwill from me. The managers were unfriendly and unhelpful and very different from the customer service experience I have had at other firms..
Didn't buy the chair and lost a lot of trust in the Babies R Us chain.
Claudia of Cedar Hill TX (02/11/08)
I purchased a $100.00 gift card for my niece on 12/12/07. It was mailed to my home and I then mailed to her in NC. Her and her husband went to buy baby furniture on 1/12/08 and when they checked out, they found out there was nothing on the card. They called me and I called Babies R Us and I was told that they need to check the balance again in a week. One week later, no money was on the card. I called BRU on 1/17/08, they told me they would electronically revalue the card, that it would take 5-7 days. Ten days later, still no money on the card.
I called on 2/1/08, was told they would send a new card. I received the card on 2/8/08, I called to check the balance, no balance. I called customer service and they said that the card was used on 1/21/08 for an online purchase. How could it be used if I did not have it until 2/8/08? They told me that the loss department would contact me in 2-3 days. Still have not heard from them, no surprise there!! And to make matters worse, I asked for a credit on my credit card and I would simply mail my niece a check (I know that would be worth $100.00) and was informed that they cannot give a credit for a gift card. I have disputed the charge with Discover, they did credit my card with $102.00 temporarily and will know if that will stand within 3-4 weeks. Hopefully Discover can do what Babies R Us will not do, give a refund for a useless gift card that cost me very hard-earned money. Never, ever buy a Babies R Us gift card unless you want to throw money away and deal with lousy customer service.
Brianna of Spokane WA (12/15/07)
We bought a gift card for my sister's babyshower and when she went to use it the other day, they were told the balance was $0.00. Apparently the gift had been redeemed before my sister received it in the mail. She called the company to report fraud and ask for a refund, but was told the money was spent and there was nothing that could be done.
Obviously the card was not spent at the address it was sent to, yet the company kept my mom on the phone all day yesterday, giving her the run-around, and they still have not done anything to refund our money. Not only are we out $120.00, but most importantly, my sister and brother-in-law are unable to purchase things that they really need for their new baby.
Elizabeth of Gainesville FL (12/10/07)
Babies R Us shipped a gift that I ordered online to another state, unknown address. I called their customer service within 24 hours to alert them to their mistake. They told me they could not cancel the order, and they would not credit the order. When it was delivered to the wrong address a week later, they told me too bad. If that person sent it back, then they would resend with all shipping costs incurred, charged to me. Otherwise, I am out of luck. They will not re-send the product to a known address, and they will not credit the charges. The customer service rep was very condescending and told me how all of this was my fault. She expressed NO apologies or remorse for the inconvenience. I think she was thrilled to inform me that I had just $50.00 loss, and there was nothing I could do about it. She told me to do what I had to do.
No product. No refund. Loss of $50.00.
Anna of Brooklyn NY (09/28/07)
The store is always under stocked and the product's packaging is either opened and reclosed very sloppily or is broken and very dirty. The customer service is awful. In one incident I asked for service in helping me get a baby walker down from a high shelf and the guy made me wait five minutes while he sat at the customer service desk joking and talking to his co-workers and then he tried to push it on to another co-worker which refused to help me!
The latest incident which was this week, I needed baby diapers and the shelf was empty (no surprise there) so I asked an employee there if they had anymore and he said no. As I was walking away another customer told me they had a whole stack in the back and that he just went in to get it since the double doors were opened. I went to the back to look since I was not sure if I should be in there but there were other customers in there already. So I went in and took a box of Huggies, as I was walking out an employee told me that I could not be backed there. I said okay, can I have this box of diapers. He shouted at me NO, GET OUT.
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Kandi of Huntington Beach CA (07/25/07)
I placed order with fast shipping charges, but they shipped ground. When I called and wrote letters, all was ignored by stating the internet site is a separate business and they will do nothing for me on refunding me the difference.
Nancy of Monroe NY (04/24/07)
On Monday April 16, 2007 I ordered almost $500.00 worth of items from the on-line registry for my niece's SURPRISE baby shower. After filling out the requisite shipping information my order was completed and a confirmation was sent to my e-mail address. The new feature added to Babies R Us' website choose to automatically ship to the registrant and seems to be a hasty and irresponsible programming glitch. This is a binding decision which cannot be rectified.
Not only was I unable to change the shipping address (a decision made by a computer program at the Babies R Us website) I was also unable to cancel my order and begin again in an effort to rectify this problem. Immediately upon reciept of order confirmation, I called the 1-800 number asscoiated with the website. The woman I spoke with informed me that the address would immediately be changed and we had nothing to worry about. This was Monday. On Saturday morning I recieved a phone call from my sister-in-law stating that four big packages had arrived at my nieces house.
Amy of Decatur GA (02/07/07)
Received a gift of a coat and hat for our little girl that will not fit her until the middle of the summer (we live in GA). Needless to say we wanted to return it for credit. You can return it, but they will only credit the credit card that the gift was bought on. This was a gift from one of my clients and I don't want them to think that we didn't like it. So we can't return it. They won't give us store credit. So we are out of luck. They don't care. They are too big. I took our registry off of thier website and will not be buying anything from them again. They have lost a customer and so has Toys R Us for the future.
Gloria of West Columbia SC (02/01/07)
I purchased a carseat online for 99.99 that came with a stroller if you spent $100.00. The block that I submitted showed the stroller with the car seat in my cart, my total was $120.99. However, I was not sent the stroller. When I called the 1-888 number a guy answered and told me they would send the stroller if I paid additional s/h. I said no, and asked for a manager. Then Trudy got on the phone and refused to do anything. When I requested a manager, she refused. She finally gave me the address above and became smart alecky about I did not spend $100.00. I beg her pardon, it was over $120.00 and the problem is that the site showed the stroller going in the cart with the $99.99 carseat. That is very misleading.
Carrie of Plano TX (01/29/07)
I am currently pregnant and registered at Babies R Us for my baby showers that were being given for me. In the process of this - I received most all items that I had registered for. However, I received two of the Cortina Travel Systems that I registered for (these are the stroller and car seat combinations). Anyhow, this item is a high dollar item around $300.00. Long story short, I was given the gift receipts to return any duplicate items which I presented to this store location. I was extremly frustrated when they gave me a store credit for the total amount over $300.00 when I already received everything I needed.
I asked to speak to a manager after I was told basically that it was to bad - and he told me that was the way it was. However, when you read the back of the recipt it states that when you have a receipt they will give you the the following. Cash for cash, check after 7 days for cash, Debit Card for cash, Credit card merchandise credit. This is fine but they stated that they have no way of knowing how it was paid for therefore they could only give store credit.
Bethany of Denville NJ (01/06/07)
Bought Enfamil Lipil Formula there and had a manufacturer coupon. The coupon was one of those that printed out from Shoprite but you do not have to redeem it only at shoprite. It stated manufacturer right on it with a picture of Enfamil and all that jazz. The cashier will not honor it, she said it can only be use at Shoprite. She would not even scan to see if it will take. The manager came over, his name was Sheldon. Immediately, she said I could not use it. He also did not scan the coupon. I completed the transaction and bought it anyway. When the transaction was completed and nothing was in the computer, he tries to scan the coupon and of course, it will not work.
Dani of Alexandria VA (12/27/06)
I received an email on 26 Dec from Babies R Us that was an electronic version of their catalog. It included a link to a $5 discount coupon. When I attempted to use the coupon today, I was told by Andrew (Assistant Manager) that they would not honor the coupon because it was a copy. When I pushed for his non-compliance in writing, he gave me their management letter that said that certain coupons were fraudalent and not to be honored.
Lisa of Camas WA (12/20/06)
They are offering a $10 discount on items over $30. When you place the order you're suppose to click on the Google icon and that will direct you to the Google website to received the $10 discount. Guess what? No Google icon. I called a rep at BRU and they said well we see it and I replied well I don't and I've tried it on two computers (work & home). I asked to speak to a supervisor and she gave me the same response so I asked her to place the order for me and she said she couldn't.
Alleen of Franklin NJ (11/02/06)
I registered at Babies R Us only four weeks ago. I was given two showers since then, one on Sunday and one today. Several people told me that they tried getting different things that I registered for and had a horrible time. It's not as though I registered three months ago and things went out of stock. Things have been popping up online as available and unavailable constantly. One person had to go to three different stores for my high chair. It was not available at any of the stores. Then she went online, ordered it, received a confirmation and then received an email saying that it was unavailable.
She happened to eventually get it at Toys R Us. Then I received duplicate items that were ordered through the registry! The reason people order off of a registry is to avoid duplicates. Babies R Us shipped the item to me with the papers and I still got another one! Then, I went to get the matching accessories for my bedding which someone purchased on Saturday, only to be told by someone who was obviously otherwise occupied, that the line had been discontinued a long time ago. I explained that the person only purchased it a few days before, and he said well it was discontinued a long time ago. That was that.
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