Complain about a product or service

Babies R Us

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,

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.

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