Consumer Complaints and Reviews
Twice the guy Matthew who work In BabiesRUs on the Fullerton street the best professional I know. I'm new mommy so I have a lot questions and don't know a lot about Products what will be the best for me. He explained so easily and it's always very helpful. If you need something just ask Matthew. He is the best. Thank you.
We set up a registry on Babies R Us. When it came time for our shower guests to go to the registry online, no one could find it. It's only searchable if you enter the name in all capitals but this instruction is not on the page. There is also no practical way to ensure people can search under a husband/partner's name. When you try to search by an 'alternate' name it asks for Maiden name (required field) which just confuses people when they're trying to search by a guys' name. Customer service could not help at all with this. Very impractical and we did not end up getting any gifts off of our registry.
Each time myself and my daughter were at Babies R Us registering or buying we were treated like gold, however, the one time I returned a $20 item I was treated like garbage, humiliated and reprimanded with an entire line behind me. I had been informed that Babies R Us are very good about returns, but I found the opposite to be true. We will never shop there again, had a much nicer experience at target and Burlington coat factory. Disgusted at the treatment I received.
I order a baby changing topper. My package came in but the changing topper was damaged so I had to call the 1800 number to schedule FedEx to pick up the damage item. About a week later a package came in but they changed my order and sent me a toddler bed rail in a packaged that looked like it was returned because they had tape wrapped around the whole box. I had to call the 1800 number AGAIN to schedule a pickup date and hope they send the right item. A few days after pickup I was informed that they could not send me my item and my money would be refunded and if I wanted the item I would have to reorder it AGAIN online. In conclusion I waited for a whole month on an item that I never received and never received any gesture of a discount for this inconvenience.
I live in VA & order a pack-n-play for a lady in North Carolina. Babies R Us delivered her a Stroller instead. Receipt with box stated pack-n-play but the box contained a stroller. She called the 1-800# & was told to return the stroller via FedEx and they were shipping her the pack-n-play that day & would be deliver to her on Friday (7-8). Nothing came so I called & was told the shipment had been canceled, they can't ship pack-n-play until she returns the stroller (nobody was notified of the cancel) & I would get the money back & then had to reorder.
She need it asap so they told her to return stroller to store & reorder pack-n-play. The store then tried to make her pay the diff between the stroller price & pack-n-play - after that got resolved, she has to come back and pick up the item or they will charge her shipping!! REALLY! She did nothing wrong & has been put thru so much stress & is 8 months pregnant. After 4 calls to customer service & her in the store for over 2 hours - nothing was done to correct this - refused to ship it her and really treated her & I like we did something wrong. Have never had worse customer service in my life!
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I ordered clothing for our soon to be baby, waited two weeks and still no package... Finally called the company and it was sent out "June 8th". They said that there was no shipment status so it either got sent to the wrong place or it was damaged?? If that was the case why was I not informed of this! Now all the items I originally ordered are out of stock and then I'm told I can be refunded with a promo code... I try to use it online but when I'm about to checkout it is charging me shipping when you are suppose to get free shipping when you spend $19 or more... Call the company again about this situation and they are so unhelpful!!! Never again will I purchase from this place, horrible experience.
I ordered a pack-n-play as a shower gift. It was delivered damaged. I have spent three days trying to get a return label and re-order a new one. I can't understand why a company of this size can't process a return in a timely manner. I will have to drive 90 minutes one way for the return. NOT HAPPY!!!
I recently gave birth (4 months ago). We did a registry BRU. When you register they inform you that you will receive a 10 percent completion certificate. To date I never received it. I went to my local store in Secaucus, NJ and was told they can't do anything about it. Many items weren't in stock, so you are forced to order online and though they place the order for you in the store will not honor coupons you may have. We ordered a crib and had it delivered to the store. They never called to say it was in and only learned it was in the store for over 2 weeks after stopping in to purchase something we received with a gift card.
The biggest issue is their return policy. They sell their registry based on the fact that you can return registry items at anytime within a year. Our little one came earlier than expected and was then hospitalized twice after birth, so we returned several items for sizing, no longer needed, etc, they scan your ID every time you make a return or exchange WITH proof of purchase and will not complete transaction without it. I went to BRU a few days ago to exchange clothes that I purchased on Saturday for size and was told I exceeded my return limit and cannot return or exchange even though i have my receipt for 60 days. I was given a number to call. TRE informed me that I was blocked from returns or exchanges at BRU for a year. After explaining my situation they sent me a form for a dispute. I also did a registry at BuyBuyBaby and have had no issues. Do not be fooled. I regret registering w/ Babies R Us.
We decided to create a registry for my baby shower with Babies R Us, since it's the most popular baby store, easily accessible for most people, ultimately wanting to create a hassle-free shopping experience for all. Upon checking it almost daily, updating and editing items for our baby, I noticed that items were missing that me and my boyfriend has added. Next, I started noticing that the amount of each desired item started to change on its own also. My mother, who checked it frequently also, was constantly telling us that we didn't need "so many" of a specific item, and I didn't understand until we realized the website was very glitchy. I continued to update the correct amounts of each item, until I decided to contact customer service for the first time. They apologized for the inconvenience and said they didn't see any reason why this would be happening, so I had to let it go.
The next, and MOST aggravating issue I've had with the registry on Babies R Us is that it wasn't updating items that were being purchase - so in other words, they weren't coming off my registry when I'M POSITIVE they were being scanned off at the register. Aside from family member telling me that they bought specific items and that they were still on the registry, as an unpurchased item. I decided to go in and scan other small items that we needed to the registry and purchase them myself, to see if they were coming off and they weren't - not even after I waited 24 hours.
Naturally, I contacted the customer service team again, and OF COURSE they apologize for the inconvenience. They saw "on their end" that X amount of items were purchased, but were only showing X amount of items purchased - the difference a few days ago was over ten items! So they forwarded my issue to a manager and I'm still waiting for a response, which could take up to 7 days. So being that I'm in my 3rd trimester, my baby shower must be approaching, I'm assuming I'm going to get doubles, maybe triples of certain items because Babies R Us doesn't have basic knowledge on website building.
I was told that I can "manually" check-off items myself that were purchased on the registry but this entailed rudely asking my family and guests if they purchased my gift yet, and WHAT it was. NOT HAPPENING!!! This has been a horror story to say the least. Unfortunately, in speaking with other close friends AFTER this issue arose for us, they had very similar issues. I guess there will be a lot of returning to do after my baby shower. SMH.
I placed an order < 24 hrs ago. I paid for express shipping 2-5 days. I get an email it may not be delivered for almost 2 weeks. I call to have this expedited and I will pay extra. The guy kept saying nothing he can do after order placed even though it didn't leave warehouse. Unacceptable!! They state it has 9 days to leave warehouse. Worst customer service ever. Not my first bad encounter. I'm done ordering from Babies R Us.
I have purchased almost $4,000 worth of items from my registry and they are not giving me the endless earnings from it instead they want to give me the Rewards"R"Us points which is not what they are supposed to be doing. They do not care about the consumer and then made it seem like it was my fault that they were doing this.
Ordered an item off of a friend's baby registry on 7:02 PM 5/2/16 from Babies R Us online. Received confirmation at 8:03 that the order was placed. Turns out I put the wrong registry number in and it would be going to the wrong person. I made contact with a customer service agent after a long hold period at exactly 9:04 PM and explained the situation. They claimed that if more than 45 mins has passed since the order was placed that it could not be canceled electronically but could be manually and that I would receive a refund in 3-5 business days.
Fast forward to 5/3/16 and I get notice from them that FedEx picked it up the next business day at 12:32. These notifications are via Email and not text updates like some other retailers use, so I in fact checked my Email today, 5/4/16 at 5:00. Contacted customer service. They stated the prior customer service agent misspoke and that there was nothing they could do to help me, that I could return it if I wish upon receiving it. I stated again that it is going across the country to a person I did not know. They refused to contact that person or contact FedEx to get the item reversed. I asked to speak to a supervisor, was just put on hold and now was disconnected.
To keep this brief we have had many baby showers or showers we've attended. Recently purchased not one but two Verona cribs with changer. For those of you unfamiliar with this brand it is the most expensive crib at Babies R Us. First crib came we spent almost 5 hours putting together, after doing so we noticed crib changer had crack along the wood. We didn't want to disassemble so we just dealt with it. This crib is also very heavy. Hard to unassemble and take it back or go back to store to reorder another one would have just been a pain.
Second Verona Crib we ordered with changer came with no parts to assemble. Went to store, had paid $105 for delivery. Went back to store manager Tim, gave us delivery charge back but we were stuck with the crib in parts lying all over the nursery for 2 weeks. Manager reorders parts. The guys come to put together for second time and some of the parts are missing. For the second time now, guys call store Asst. manager Carole, tells the delivery men that the manager will drive parts out. They also informed her I was standing right there with them. Little did the delivery men or myself know Tim wasn't even there. Guys put crib together but parts for crib changer still are not here and it's been two hours. No word from Carole or Tim. Both are managers at Brookfield.
So now I call there to find out who's bringing these parts, speak to Carole. When I inform her parts never came, we have a second crib sitting at the Brookfield store, Tim had ordered in case parts did not come and we need these parts. Answer: Not “I'm sorry” or “Will send over other crib or anything else.” She states, “Well it’s going to be awhile but I'll go see if I can find these parts.” Two hours goes by and no word from Carole. Call back again, “Do you have the parts?" “Yes but it will be awhile before I can bring them to you.” At that point I stated I'm coming to get the parts but I would like a phone call from Tim. Carole's response, "Why do you want to talk to Tim"? I stated, “Tell Tim I would appreciate a phone call back next day.” Tim calls which I missed call so my husband calls him back, goes through entire day and instead of being considerate about the mishap he then concludes all we want is something from him.
An apology would have solidified this. Even acknowledging his Asst. Store manager Carole could have handled this situation better. My advice stay clear of Babies R Us because of not only horrible customer service but merchandise is not much better. I forgot to mention that Tim was the one who talked me into spending the $105.00 because he stated all the cribs delivered by UPS come damaged which is half the price of their delivery charge.
Apparently spending more money doesn't change a thing, and I forgot to mention there was another $25.00 charge for assembly. Carole Assistant Store manager was not only rude to us. She was rude to their own the delivery men as well. Did not follow through on anything. As far as I'm concerned this place has poor customer service skills and it's sad when you are spending thousands of dollars here to get treated like crap. Actually I don't care if you’re spending $10. You shouldn't be treated poorly. Shame on them for insinuating anything about us. I hope my daughter-in-law cancels her registry with this store.
I ordered a glider chair for our nursery. The chair was delivered on 3/23/2016 by freight in a crushed box. When we opened the box, we discovered a large tear in the seat of the chair. On the same day, we called and were told that a shipping company (Ceva) would pick up the damaged chair and a replacement would be shipped to us. On 3/28/2016, we had received no contact from Ceva. We called Babies R Us and they said Ceva was supposed to contact us and we should call them.
On the same day, we called Ceva, but Ceva had no record of pickup request from Babies R Us. On 3/31/2016, we still had received no communication from any shipping company or Babies R Us so we called Babies R Us. This time they told us they would request pickup from Fedex. On 4/2/2016, we still had received no communication from any shipping company or Babies R Us. We chatted online with Babies R Us Live Chat and they said they will escalate pick up and would be contacted within 3-5 days. This time they said the shipping company could be Ceva, Fedex or Estes.
On 4/8/2016, we still had received no communication from any shipping company or Babies R Us. We chatted online with Babies R Us Live Chat. This time they said the request for the pick up went to the shipping company that same day and we be contacted in 3-5 days. On 4/15/2016, we still had received no communication from any shipping company or Babies R Us. I chatted online with Babies R Us and the representative told me that the "proper department" would contact me within 72 hours. Approximately 90 hours later, I was finally contacted by the shipping company to arrange for the pickup. I made myself available on the very first date the shipping company was available - 4/21/2016. The chair was finally picked up at that time - about one month after it was initially delivered and the damage was brought to Babies R Us' attention.
During all of this constant and repeated follow up with Babies R Us to get them back the damaged chair, I received emails that the return of the damaged chair was required or I would be charged for replacement chair. I talked to one of the representatives about this and, in writing, the representative promised me that I would not be charged for the replacement chair despite the emails. I was advised that the emails were just automatically sent by the system. Despite returning the chair to the custody of the shipping company on 4/21/2016 and the written promise of Babies R Us' representative, today my credit card was charged for the replacement chair. I will now have to communicate with Babies R Us AGAIN in an effort to get this reversed. I will also have to contest the charge with my credit card.
The bottomline: this company delivered a damaged product, forced me to contact them 6 times in order to ensure that the damaged item was returned to them, misrepresented how they would handle the pick up of the damaged product, lied to me, and then charged me for the replacement item after they failed to timely pick up the damaged item.
Went to Union Square NY one last Saturday with my 1 month old and my wife to buy a bassinet. First, had to wait an hour to get the answer regarding the bassinet. Second, went to buy whatever I had, charged twice for the same item. 3, Price shown on the wall are not accurate. After seeing that wanted to return my item right away, and was sent to customer service. (Paid partially with gift card, store credit and major purchase with debit card). After going to customer service my already horrible experience continued. They couldn't give me a return back to my debit card, only a store credit which I didn't want it. Called the supervisor, same story was told.
Logically thinking they could've reversed my previous transaction and started over again (which she called it a hard or long way.) After returning everything back and starting over the transaction I got a receipt that I won't be able to return anything in the future to the stores which participates in some type of Retail Equation. I asked them why, they couldn't give me a clear answer stating that it is corporate office who did it.
After realizing that I won't be able to return the bassinet (newborn might not like to sleep on it) asked the Assistant Store Manager Racquel to make a return of everything, which was declined through the system (receipt is given). After 3 hours of wasting my time there I finally left. It took them 2 hours to give the bassinet to me that was next to the counter with my name on it. Assistant Store Manager was about to say a joke about me being there to her fellow coworkers while I was standing next to them. I felt like because of my accent in English I was mistreated and I wasn't taken seriously. Most importantly my newborn child had to be in that store for 3 hours. Lastly, I was sent to some type of equation company because of the associate's errors.
They don't have any selection on car seats for girls online. I heard this store is expensive I mean really c'mon. There's a few car seats for boys but not for girls? Bump all of this. At least Wal-Mart do the best they can with their baby stuff. At least they have tasteful and cute design car seats. Y'all should be ashamed of your guy's selves. I'm glad I don't shop at your guy's store. I prefer AMAZON. They rock it out!!!
My daughter was looking for a crib for her baby, which is due in August. She had made her choice, but, when we tried to put the crib on layaway, we were told it wasn't in stock. My daughter had left to scan items with her husband. My husband got angry and we were forced to tell my daughter that the crib in question wasn't in stock. My husband decided to call another store and was told that the crib was being discontinued! The women at this store were rude to us and it seemed like they didn't appreciate having to work on a Sunday. When we told my daughter, she decided to talk to the manager and he explained that the cribs aren't made by Babies R Us, but, vendors! Why would they have a crib on display if it's discontinued? We left very disappointed and angry with Babies R Us.
Babies R Us baby registry promised in writing returns for 1 year. However, each time a return is made with or without a receipt, it is tracked on a driver's license. Receipts are only valid for 90 days so later returns are considered no receipt returns, despite the registry. After returning items with expired or gift receipts still within my registry period (which were considered no-receipt) returns, I am unable to return anything. I have contacted Toys R Us corporate multiple times over the past 4 months and the third party service blocking my returns; Toys R Us blames the third party service and vice versa. Toys R Us doesn't accurately represent or implement their return policy. Had I known this, I would not have opened a baby registry here. I will avoid Babies R Us in the future.
I have tried five times to order a gift card -- both on a computer and on my iPhone 5. I select the card and amount and click "ADD TO CART" -- it goes to the next page to fill out personal info, and has nothing in the cart. It says ZERO items. I do an online chat and of course they think I am doing something wrong. No -- it is your stupid website that does not work. Thanks a lot Babies "R" Us. I will go shop elsewhere.
My wife had a baby registry for our baby. One of the items was defective. We went to the store by I-10 and Fry Road to exchange it. When the customer service associate (name Cindy) scanned the box it ranged up $20 more ($89). We explained that these two are exactly the same only the doll is different and even the price tag in the shelf is $69. She asked for somebody to come with me and check the price. He saw the price is $69 but he said somebody put it in wrong place!!! I asked them to order the same item for me so I can come back and pick it up. They said we can't do it. I asked to speak with a manager. Somebody showed up that I don't think he was a manager (name Dan).
He said I can't do anything about it, this is our policy. We already spent a few hundred dollars in gift registry and the store manager could not match the item and bring it $20 down to solve the problem, what kind of store manager is that? Are you really not giving your managers to match the price for $20? Or this guy just played? So after having this experience do you think I'm gonna go to your store to buy my stuff? No, from now on I'm gonna go to Walmart or any other stores first. This happened in 01/18/2016 around 8:00 pm. If you care about your business, please hire some people who can solve the problems.
I purchased a mattress and crib in the store, on Dec 9, for my granddaughter. I was told it would take 7-10 days to deliver the crib to the store and that the store would send an email and follow up with a phone call. My daughter-in-law went to the store today, Dec 27. They told her it has been sitting in the back since Dec 12. I checked my email acct, no email, no call. Her mother bought the matching changing table and had an equally frustrating experience at Babies R Us. The changing table was sent to Toys R Us. The fact that my daughter in law is nearing delivery and she is expected to take the crib today, by herself, is not at all surprising, considering the store doesn't keep their promises. I will not purchase from Babies R Us again.
Would not recommend going here. Manager likes to argue with customers and dump them off on the customer service line (at least an hour on hold during holiday season). The store has paper printed signs all over the place and on displays that mark discounts on clothing, then won't honor the discount because certain items the manager considers an accessory (shoes, socks, hats, etc). It should say on the sign excluding accessories (see posted pictures)! Very unethical, misleading, manipulative business practice! The manager almost prides herself on this type of unfair dealing by concealing the fact that she considers what an accessory is and would misrepresent a discount by not disclosing the exempted items. Shame on Babies R Us for allowing someone like this to manage their store!
I just want to say how much of a bad experience I had with one of your employee, she was very rude and has no customer service. I needed some assistance in finding some stuff on a registry and she rolled her eyes and mumble. I couldn't hear what she said but kinda knew she didn't have the time or patience to help me. I would be so embarrassed to have a employee like her work for a store that is high in customer service. I found another employee and ask that employee what was this girl name and I pointed her out and she said her name is Kristen. I have worked in retail before and that's no customer service that she gave me. I'm sorry to say I will not come back to shop there when you have a employee like Kristen. I give her a failure in customer service.
Ordered some items online to the value of $105.00, had a $100 gift card which I inputted, and gave my visa card for the remaining $5. They charged my visa the full amount and then refused to refund or cancel the order, or let me have contact with a manager. Second time this has happened using them online. Their solution was ''nothing we can or will do about it.''
I purchased online from Babies "R" Us two items with my PayPal account. Received email to go to store to pick up my order. I went to the Babies "R" Us in Warwick, RI. The associate gave me the bag with one item in it. I asked what happen to the second item on ordered. She told me they could not find it and I will receive a refund thru my PayPal account. I went back to the store after 5 days to find out what happen to my refund. Waited good half hour while the associate call the Babies "R" Us Paypal line.
The manager came over and the associate told him she was waiting for someone to answer the phone. He told her to take my information and to call me when she has the information. I received a call from the associate tell me that when Babies "R" Us confirms payment they then will issue a refund. Not correct at all. I went to my PayPal account today and it show that Babies "R" Us needs to complete the order before it will issue a refund. I called the 1-800 waited for half hour waiting for customer service to answer, decided to send a email to email@example.com. Waiting for an answer on my refund... Hope to receive my refund. I don't think I will purchase again thru Babies "R" Us for a shower.
I would appreciate it if Babies R Us did not post bogus, phony promotions on their website that do not get applied at checkout. Babies R Us is unethical and dishonest, and practices bait-and-switch. On cyber Monday, the website advertised 15% off on all regular priced furniture above $299 on items purchased online. At checkout, the promotion code "conveniently" did not work. When I called the customer service line, which took about 40 minutes to get to an outsourced call center that could not help you, they explained that the 15% off will be applied only when the item ships out and that I had to call back to get the discount applied.
Who ever heard of this??? This was not even included in any fine print for the promotion. After about another 30 minutes of being put on hold literally every other minute by the customer representative rep, my husband and I insisted on speaking with a manager. The rep was very reluctant and put us on hold for a very long time. The manager had no customer service skills whatsoever and was very resistant to rectifying this error. I really wonder whether they even put us on the phone with a real manager.
After a long time of insisting that they correct this problem, they PRETENDED to agree to meet us halfway. Rather than do the honest thing and honor the 15% off discount they advertised, they offered to monitor the order themselves and apply the discount once the item ships out. The item shipped out 3 days ago and still this agreement was not honor. It occurred to us that they deceive and lie to their customers just to get them off the phone. I will never purchase anything from this store ever again. From now on, I will buy all that I need to from Buy Buy Baby.
Item was advertise on sale on black Friday, searched all stores the in the U.S. but item was not available. I was given a code and told that I can use it when the item is available but which would have been the following day but when I called them they said the code is not valid. They are a bunch of liars and cannot be trusted.
Babies R Us had a crib advertising for cyber Monday which started that Sunday. All day Sunday into Monday I tried to order this crib and was not able to. I called the one of the stores and I even called the online number yacht Sunday. I was told by one of the team members that the item was not in the store at all and it hadn't been there in a while. I tried calling tried various states and no states had this item. I called the online number again on Monday morning and I was told they will have the item the next day.
I was given a code to give even I call so they can honor the said price. Lo and behold I called the next day and they had no idea what I was talking about. I even spoke to a supervisor those two days. I reported this problem to the corporate office who is suppose to be taking care of this matter and I still haven't received a call back as yet. I regret doing my baby registry here. I'm high risk and on strict bed rest and this had been very upsetting and unprofessional. I rather pay more money and buy from another baby store like buybuy baby.
The only reason I go back to Babies r Us is because of the gift cards I have.
I work in customer facing roles too, and give so much priority to the customers requirements.. Why can I not expect the same treatment when I am the customer? Now it's like everyone in the store recognizes me because I return used stuff. I also felt they were treating like that because I am not American. That's even worse than anything described above. Shame on the staff and the managers for acting like they did.
I visited the Towson Babies R Us this weekend, Friday, black Friday to make a return of a large item. There was not many customers in the store at that time - it was around 4 pm. There were 3 employees standing behind the service counter talking to each other when I approached with the big heavy box. They said no returns until Sunday. One employee said rudely, "didn't you read the sign!" Ok, I get it, if they were busy serving their customers, or cleaning up the place or anything else beside standing there talking to each other I would understand it's a busy day for them. How crazy is that!! It reminds me of the time I was at the store purchasing a crib mattress, car seat and high chair and 3 guys were at the front door and did not even think to ask if I needed a hand. Ok, anyway this store sucks! I will do all of my baby shopping at Target!!! I hope all will join me!
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