Complain about a product or service

Babies R Us

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,

shiloh of chula vista, CA August 17, 2009

Babies R Us has TERRIBLE customer service! I tried to return some formula purchased from them but past their return day limit and they couldn't locate it in their system, then they accused me of stealing the items off the shelf and told me to leave, and wouldn't give me back the formula that I brought with me! They even threatened me that they would check the store video..I told them to go ahead! I told them I had walked straight from my car into the store with those formula, I did not grab them from their selves!

I then grabbed all my formula and proceeded to leave, and 2 workers came chasing after me, and took down my license plate! I went back in to demand why she wrote down my license plate and she refused to show me her hand! The assistant mgr (the one that accused me earlier) came back and said he had told me to leave...I said I want to see what that employee wrote down and why she took down my license plate...they refused and ushered me out!

Catherine of Stevens, PA August 5, 2009

On July 24, 2009 in Store #6504 I purchased a gift and wanted to get 20.00 off of my 149.99 purchase based on ad for "Christmas in July" online. I was told I needed to print that coupon and bring it back with my receipt to get the 20.00 off. I went home and tried but could not get my computer to print your coupon! My daughter tried as well to print on her computer for me! We both could not print it. So I am now seeking reimbursement for the 20.00. I would like the coupon!!!

I have spoken to someone already and sent an email to another toysrus.inc customer service but have not heard a thing! I do not want too much time to pass...and I DO NOT WANT TO BE PUT OFF! If your store puts coupons on line then you should have them available for us customers who know about them but cannot print or get them!!!!! Please let me know asap what you are going to do?

Kelsey of Fishers, IN August 4, 2009

The so called "buyer protection plan" that Babies R Us offers is a total rip-off!! Buyer beware...don't purchase it! I've been snubbed by them twice. The first time I bought the plan was when I purchased a very expensive Medela breast pump. After owning it for about 9 months and using it for about 6, the suction began to decrease. The motor still ran but the product was not working the same. This all happened as I was finishing up nursing so I didn't bother to call the 866 number for the protection plan just yet. We were moving and things were hectic, and my husband and I had distinctly remembered the sales associate telling us that the plan was good for two years, so I knew I had time.

Recently, I was told by my mom that the Graco dual room baby monitors I bought last September (2008) to keep at my parent's house weren't holding their charge. So I decided now was as good a time as any to call in about both issues. I was told that there was nothing they could do about the pump because the plan had expired several months ago, that it was only a 15 month plan. Then, I was told that the monitors (that are well within the plan's coverage period) were still covered under the manufacturers warranty and that I would have to contact Graco myself. When I asked the customer service rep. what exactly these plans cover, he said that they would cover any electrical surge problems, beyond that it's up to the company who makes the product.

What a total scam!! The sales people tell you in the store that it's this beautiful plan that will cover anything, literally anything, that goes wrong with your item and they'll just take care of it by issuing you credit towards a new one, and then you get this huge run-around. Or you find out that you've been lied to, which is my case with the breast pump. I will NEVER EVER buy another "buyer protection plan" again, and I may never buy anything from Babies R Us again because of their very ill-informed or perhaps misled employees. It's so aggravating to have to jump through hoops after I thought I had "protected" myself against this very scenario...what's even more sickening is that I PAID to keep myself away from this very scenario!

Nancy of Astoria , NY July 14, 2009

I went in yesterday 07/13/09 around 6:30-7pm to purchase some diapers for my baby, who was in his stroller at the time, and I my wallet and my cell phone was stolen from me. I saw the man who I saw last near my son and I approached him as I noticed my cell phone was missing from the stroller and I snatched my phone from him. He had a smirk in his face and had the nerve to say I thought it was mine, I said, then why would it be in my stroller, he laughed and walked away.

As I turned back to get my son I noticed my purse was wide open and my wallet was gone also, I immediately screamed for help and said STOP HIM HE STOLE MY WALLET, but no one helped me. I informed a staff member and asked her to please call security to close the doors as I ran but she looked at me like I was crazy and then she ran with me. I ran to the exit to try to catch the perp but he was too fast and I could not catch him in time because I had my son in the stroller with me. The manager was informed of the situation and he asked me to stay at the door while he went around the parking lot to see if he saw him. I asked the security guard at the door if he had seen the man run out the store and he said he saw a man walking very fast past him but not running, I asked him if they didn't tell him to close the doors through the radio and he said no.

I then called 911 because no one in the store was doing anything to help me, the manager came back and he said that he tried but couldn't find him. I asked to let me see the video tape so I can show the police when they arrived and he stated that there was no one in the surveillance room at the time and the guy who knows how to work the video would not be in until the morning. Then the police arrived and I gave them a description of the perp and explained to them what had occurred and that no one helped me as I screamed for help.

My whole entire life was in that wallet including all my bank and credit cards, insurance and medical cards for me and my baby, my personal information and worst of all my unemployment money that I had just took out of the bank because my baby needed diapers and food. I normally never go to this store because its always dirty and messy, but I was not feeling good at all and it was closer to home than my usual store in 20th Ave in College Point. Next time I will go to my regular store.

Carleen of Atlanta, GA June 30, 2009

On 4/15 I realized I had lost a gift card worth 530 at Babies R Us. I called the customer service dept and they asked me to fax in the receipt for the gift card and they'd send me a new one within 4-5 business days. It's now 6/30 , I've called every week for 2.5 months and keep getting the same response...'it's being researched.' When I asked to speak to a manager to resolve the issue, I'm told there's nothing they can do because they have no way of contacting the department that's researching the issue.

Everyone I talk to tells me they'll escalate the case to a higher level and I'll be contacted in a few days. Sure enough, no word and I end up calling again the following week. I've never been so frustrated with a company in my life. Clearly, no one is researching this issue. I'd like to get this resolved. My baby is due today and was hoping to buy a rocking chair with the gift card. By the time they refund the value, I won't need the rocking chair...my son will probably be in college by then!

Nikki of Oakland Drive., IA June 9, 2009

I just want to reply to all of you who are complaining about Toys R Us and Babies R Us. I am employed in a Toys R Us and I work on the Babies R Us side of the store. I also run the service desk on certain days so I get to deal with all of you people who complain about our return policy. First of all the return policy is printed on the receipts and also on a HUGE banner by the service desk. It is also on the Toys R Us website.

Our policy is not kept a secret. If you don't have a reciept, you can't return your item. Not for another item, not for cash, not even for in store credit. This policy is clearly posted. No amount of complaining, whining, throwing a temper tantrum,or name calling can change this, and trust me I've seen all of this. No why it won't change things? BECAUSE IT IS PHYSICALY IMPOSSIBLE FOR US TO PROCESS A RETURN WITHOUT A RECIEPT. The system will not let us do anything with out a reciept. We can't over ride the computer either,and if we some how do accept your item and give you money back WE WILL GET FIRED. Do you think I enjoy being called a wide variety of cuss words because people can't keep track of their reciepts? And in regards to cleaning up after your barfing child.

You said we are "well trained." How the heck would you know? We aren't trained on this at all so don't make assumptions. How are we supposed to know how to deal with the situation if we are never told how or are never told it's our job to clean up after your kid? We are sales associates. Not janitors. Although we are not trained at my store about how to handle this situation, I personaly have cleaned up after peoples kids who decide to pee and puke on the floor because their parents are too irresponsible to watch them or bring their sick kids into the store. I'm not getting paid to clean up your kids body fluids. So not all Toys R Us/Babies R Us employees are completly incompitent.

And regarding the sales on the carseats. Sale prices are always honored. Chances are the sale was over and they forgot to take the signs down, you were looking at the wrong car seat, or the sale was only if you had a coupon. I have customers argue with me on a daily basis because they can't read a simple sales sign correctly and are cheap people who want to jip everyone else out of money. So think about your actions before you go ranting about stores and their actions.

William of Campbell, CA June 3, 2009

I purchased some furniture from this location and set up delivery without a hitch. Delivery was made the following day. Delivery company moved the boxes in via pushing them up the stairs and down the hall. Boxes were naturally very dirty on the bottom which transferred to the carpet. I called Baby's R Us to remedy the sitution by sending a carpet cleaning company. One month has gone by and I have called a minimun of 7 times and keep being put-off. The only manager that I have been in contact with is "Candy." She gave the impression of being very helpful by making calls to the delivery company and "passing the buck" to them (whoever they may be). After a face to face conversation with Candy a couple of weeks later, I was assured that I would be contacted by a carpet cleaning company and the issue would be resolved. This was 1.5 weeks ago. Our 6000 dollar new carpet now has the appearance of being aged in the locations that I previously mentioned. I would hope and expect this issue to be resolved immediately.

Jo of LONG BEACH, NY May 9, 2009

Daughter registered at Babys R Us. At time of registry store does not tell you that when you receive a item from their store as a gift, you can not exchange for another size or get store credit without a receipt. You get NOTHING. When you register they neglect to tell you this. They lead you to believe"no problem" we'll help you. The NO RECEIPT=NOTHING just be posted above registry desk.

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