Abdimalik Mkl

Babies R Us Registry Debacle

I am writing this as a cautionary tale to all expectant mothers - do NOT use Babies R US registry nor patronize Toys R Us as a company. I registered my baby shower exclusively with Babies R Us - FIRST MISTAKE. Then when I returned to the Pickering Store 2 weeks later to add a few more items to my registry - I walked with 8 pages of "stuff: that was NOT mine. My correct registry number but the items were for a BOY while I am having a GIRL. I then spent an additional hour in the store - SECOND MISTAKE manually re-adding the items that I wanted to the gift registry (with the help of two part-time associates - thank you ladies!). I then went home 1.5 hours later to go on line and cross reference my original registry to ensure that I had not missed any items. Now you might be wondering why I did not CANCELLED my registry right away - THIRD MISTAKE. It was because I had sent out my baby invitations to my friends and family with Babies R Us gift registry number. So instead I called the 1-800-TOYRUS customer care number to notify them of this situation - of course I was not given CANADIAN CORPORATE head office number but the Pickering Store manager - she gave me the 1-800. Interesting story ladies - that 1-800 number goes to the US call center and that call center does not handle Canadian compliants - so why would the Canadian Pickering Store manager give a Canadian customer a call center number not linked to the Canadian Head office. HORRIBLE CUSTOMER SERVICE This call was placed on April 4 and on April 11 when I had not received any feedback I called again - FOURTH MISTAKE. I spoke with the CSR then her Supervisor and then the Canadian Supervisor. Over 40 additional minutes was spent on the phone and all the while all three women read eloquently and diligently from their script that they "apologize and understand my frustration". The only one whom sounded genuinely apologetic was the US Supervisor. Now let me explain something to the general population - with the recent addition to Target to the Canadian market place there are four (4) big box national retailers - Walmart, Target, Sears and the Bay that expectant mothers can visit and get better customer service. Secondly, for a brand that is focused on one of the highest profit margin industries in retail - HORRIBLE CUSTOMER SERVICE is NOT want you want to give to a pregnant woman whom you are trying to build as a lifelong customer - baby through to toddler through to pre-teem up to teenager. You may think you lost one customer -- you lost over 100 because I cancelled my baby registry and I told each invited guest why -- that included the women whom are presently pregnant or planning to get pregnant - that included mothers, grandmothers and aunts and friends of women whom have kids.... So really Toys R Us-- not only did you lose the 6 -7 pages of BOY gifts that were erroneously loaded to my gift registry but you lost BRAND INTEGITY, REPUTATION and potential LIFE TIME CUSTOMERs because just like I was treated as a number (by the way I have received TWO reference numbers for my compliants) - but there are more retailers in the market place and online that are more CUSTOMER FOCUSED than the Pickering Store as well as the Toys R US brand in CANADA.
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Anonymous
map-marker Grand Rapids, Michigan

Horrible experience with customer service

My name is Erin and I am a daycare owner and new mother of twin boys. I registered with Babies R Us when I was pregnant with my twins, not anticipating any sort of problems. My husband's boss (who lives out of state), decided to buy us a gift card. She called Babies R Us customer service to inquire as to how to purchase a regular gift card that we could use for any item in the store. She was transferred several times but finally was able to purchase what she thought was a gift card for $100. She asked my husband if we had received the gift card and we said that we had not. She chose e-mail as the delivery method, but I never received any e-mail that contained information about a gift card. She then forwarded me her confirmation information regarding the $100 gift card purchase she had made. I called two different Babies R Us stores, neither of whom were able to help me. I then called the Babies R Us customer service phone number and was transferred several times and wasted about a half hour of my time. The customer service representative was finally able to forward the gift card information to me. I then printed this out and my husband and infant sons ventured out for our first outing since they were born. They were new babies and we wanted to make it a quick trip. We had planned to spend the gift card money on a second bouncy seat, as we only had one and both boys enjoyed it. We quickly found a bouncy seat that we liked and went to checkout using the gift card information that Babies R Us customer service had forwarded me during my half hour phone conversation with them. When we went to checkout the cashier said, "Oh, we can't use this. There's no bar code. We need a bar code to scan in order to redeem this gift card." We had our two new babies with us, who were beginning to fuss, and I was extremely frustrated, especially since I had printed out what had come directly from their customer service department. We requested to speak to a manager. She came over and informed us that what had been purchased for us was $100 for our VIB baby card (why had customer service not given my husband's boss what she had asked to purchase? A regular standard gift card)? The manager informed us that unless we had our VIB baby card, we would not be able to access the $100 that had been added to it. When I did my baby registry, no one told me about the VIB baby card. No one told me, hey, you might want to hang onto this or you will not be able to access any money that is put on it. I took the bag full of samples and advertisements given to me for registering and threw out the majority of the items inside. I recall coming across the card and tossing it out. To me, it represented the equivalent of a punch card or any other card that just sits in your wallet with no purpose. The manager was growing increasingly frustrated with me that I did not have the illusive VIB baby card. I asked her to call customer service to see how we could access this $100. I was completely and totally baffled that such a mega corporation had no physical means of looking up my VIB baby card information. I absolutely could not believe that I was the only person with access to that information through this card that I did not have because I was not told that it was important. I lost track of how many times the manager was transferred when she, with mounting frustration demanded, "How many more times are you going to transfer me, because I've already been transferred 6 times." After about a half hour of her speaking on the phone with them, I took my babies to the car as they were getting hungry. And in the parking lot of Babies R Us, in the backseat of my car, I attempted to nurse both babies and calm them down because of the amount of time the entire ordeal was taking. I waited in the car with my babies for another half hour, crying because I was so frustrated and ready to get my babies home. My husband later informed me that the manager had been on the phone with Babies R Us customer service for an hour total. In the end they assigned us a new VIB baby card, which could only be used on diapers, wipes, and formula. I am an exclusively breastfeeding mother and my husband works for Kimberly Clark, where we receive an abundance of diapers and wipes. We did not need diapers, wipes, or formula. We needed a second bouncy seat that we would have been able to purchase, had customer service correctly assisted my husband's boss in purchasing the gift card that she had set out to purchase for us in the first place. I will never again shop at Babies R Us. If I have another baby, I will register with their competitors, and will encourage all of my friends and daycare parents to do the same.
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Loss:
$100
Donye Kke
map-marker Boston, Massachusetts

Babies R Us Does Not Care About the Customers

I live in Western Massachusetts and shop at the Holyoke Mall in Holyoke Massachusetts. My daughter is pregnant and that is where she is registered. I find that because there is no other major baby store in this area, the store does not worry about customer service at all. The registry does not work properly, ex: someone would purchase an item from the registry and it wouldn't come off, someone would want to buy from the registry and the item would be discontinued and when my daughter wanted to purchase the remaining items herself from the registry for the 10% discount after her shower, the register did not deduct it. She and I had to check each item, return it and have it done again only to find out that still some did not have the 10% discount deducted. Their response was, "Oh, sometimes it just doesn't work". Babies R Us, made us feel like we were being unreasonable to expect their promotion to actually work automatically. I will not be shopping there again soon, because it gives me a major headache and is a big rip off. I hope that Western Massachusetts will be getting a Buy Buy Babies soon so Babies R Us will have some incentive to get with the program.
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Anonymous
map-marker Toms River, New Jersey

Bad Customer Service

Our friend ordered us a crib, and it went to the wrong store. We don't have the time to drive an hour each way to pick it up, so my husband asked them to transfer it to a nearby store. They refused. Very ***. Then, I tried to purchase 2 items online. I needed to cancel one, because I didn't realize a family member ordered one already. I couldn't cancel just one item, I could only cancel the entire order. That's fine, but it meant that I can't use my gift cards for 24-48 hours while they put the money back on them. Why the heck would that take so long? ***.
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Stacia Mow
map-marker Aledo, Texas

Baby furniture damaged-will not pick up

We bought a crib and dresser online and had it delivered to the house. The crib was fine but the dresser drawers were all broken off of their tracks and there were several cracks on the outside. I told the delivery driver that I refused the item but he would not take it back with him. He told me that I would have to take that up with the store. I have spoken to the company on the phone for a total of about 3 hours and 5 different times with different stories each time. Most of them told me that I would have to package this 200 lb dresser back up and take it to UPS. The last person I talked to said that they would have the same delivery company come back out and pick it up. However, that was 7 business days ago and still no word. They would not give me a phone number to contact the delivery company myself. I called my credit card company and filed a dispute. I have received a temporary credit for the item but they said the company has 45 days to respond. My credit card company did say that it is NOT my responsibility to take it anywhere or package it up in any way. It is the company's responsibility. BE WARNED--their customer service is HORRIBLE. I will not be shopping there again.
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Loss:
$1000
Anonymous
map-marker Miami, Florida

SUPER EXPENSIVE STORE + TERRIBLE CUSTOMER SERVICE !!

SUPER EXPENSIVE STORE + TERRIBLE CUSTOMER SERVICE !! Will never ever visit this store again! I am pregnant, and in these 9 months we have visited this store some times to do some baby shopping. We will never do it again! Ww will go to BuyBuyBaby, Target, or just shop at amazon.com. 1) SUPER EXPENSIVE: if you compare prices, BabiesRUs is aprox 30% ore expensive than any other store. Real facts: Lansinoh Nursing Pads - 36CT: BuyBuyBaby $5.99, BabiesRUs $7.99 AVENT Soothie Pacifiers - 2 pack: BuyBuyBaby $3.99, BabiesRUs $ 4.99 Butt Paste 2OZ: BuyBuyBaby $3.99, BabiesRUs $5.99 This is are just a few examples. But it happens with EVERYTHING Store Wide!! 2) TERRIBLE CUSTOMER SERVICE: when hiring, being an UN-friendly/UN-polite person might be a requisite . There is no other store where all the staff is rude, not willing to help, and un-polite. After you find someone to help you (it is not easy, lack of personnel is obvious), they are always in a terrible/bad mood. 3) LONG CASHIER LINES - ALWAYS: every time you go to the store, you have to wait 10-15 minutes to pay. There is always ONLY one cashier opened, and if you ask it they can open another one, they would say no, obviously in a bad way. So... Terrible Customer experience, long waiting times to pay, and paying MORE money for products you can find at another stores for less... WHY VISITING STORES LIKE THIS ONE? There are many other options, like Target, BuyBuyBaby, Amazon.com, Walmart, etc. This store have to go out of business, don't let them keep steeling our money day by day.
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1 comment
Guest

Well on behalf of Babies R Us I would say you aren't alone in your frustrations. I am a front end supervisor at my location.

I deal with the transactions and coach cashiers. One thing we want in our associates is to be upbeat and friendly because guests come first. Long lines are something the corporate level has to fix. Newer stores are much more engineered for getting rid of lines but I find that we don't have enough people to ring up customers in a fast pace.

At my location we have been down to 4 people in the store at a given time. 1 at service remains at service, 1 at registry, 1 in baby gear and 1 in furniture/toys. I always call for backup when I can tell a transaction will take a while but sometimes we just don't have enough manpower. At least this is the problem at my location.

I can tell you something that is for sure though, we are truly invested in our customers, much more than target or other places can be.

We value customers on a different level because we want you to come back. Many changes could be added and trust me a lot of us in the store realize that but we are just puppets because we can only do so much with what we have in our resources.

Anonymous
map-marker Carol Stream, Illinois

Gift card issues

i was given a gift card that expires and can not check balance in which it expired i dont have a large income to shop regularly the back of card has web site that does not give option for balance inquiry also the number for balance is only in words not able to use phone for alphabet I was told when shopping card was expired with balance i could not use very upseting i had tried checking balance a few times pryor to going to store even tried to spend online not happy will never use gift cards agian in your store and only shop there if only place to get item
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Loss:
$25
Anonymous
map-marker New York, New York

Bait and switch

Purchased 3 boxes of simply saline swabs online and decided to do an in-store pickup. The picture online clearly shows the box is a double box of swabs, which is a 24 count. When my husband went to pick them up they gave him a 12 count box. He showed them the picture and they still refused to give him the right amount of swabs. When I called up to see if they could fix the problem since this picture was clearly misleading the consumer into thinking they would be purchasing a box containing 24 swabs the customer service representative proceeded to tell me or in her words (I'm gonna educate you) that if you had gotten them shipped to home you would have gotten the double box, however because you choose an in-store pickup you have to take what ever they have! She refused to make the correct the situation. No where on the site does it state that if you choose the in-store pickup option you run the risk of not getting what you ordered. I tried to explain that if you order a gallon of milk online and the store doesn't have it its not ok to give the customer a 1/2 gallon instead. Nothing I said got through to them. And this customer service supervisor Stacey 4352 was just horrible. She was rude and nasty.
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Loss:
$6
Anonymous
map-marker West Point, Georgia

Terrible Customer No Service - AVOID!

We bought over $1200 in nursery furniture and they needed to sell a mattress we were holding unti our furniture arrived and they cancelled our order and sold it retail in the store. Customer service at the supervisor level said that they couldn't do anything and I needed to call the manager. They wouldn't even talk about sending a new mattress to the store for us to pick up. Horrible attitude and I will never do business with them again. If this is a customer service supervisor you can imagine how worthless the level 1 person was. Hours will be spent now making this back to the way it was.
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Loss:
$200
Sridhar S Vnl
map-marker Austin, Texas

Useless customer service reps at "r" us online

I bought a stroller for my new born at Babies-r-us in Austin, TX. When I opened the box, it looked like the box was already opened and returned and was missing the wheels, manual, registration card. The handle was broken. I took it back to the store and the store manager offered to fix it by ordering the same piece online. He even worked the online CSR and waived the express shipping fees and promised that my order will be delivered next day. Now, 4 days later, the order hasnt even left the warehouse. So, I called the online customer support. The useless customer service representatives didn't even know what happened and kept transferring me to 7 different people and no one could help. The worst part was, the person I talked to would simply put me back in *** and a new person will pick up the call and I had to explain the whole thing again. Finally, one of the CSRs gave me a supervisor number. Unbelievably, the *** at the other end of the supervisor line did the same transferring as well. I cannot believe how "R" us even survives in the online market with these kind of dumb *** answering the call. I guess they should first understand what is meant by customer service. Regarding my order, God only knows where it is and it seems like a rat hole at "R" us online department.
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Loss:
$190
1 comment
Guest

You got that right. We associates at the store level are completely separated from our online and over the phone aspects of the company but when we have to deal with them it becomes a whole other level of annoyances.

Anonymous
map-marker West Mclean, Virginia

Worst baby store out there!!

I'm a first-time mom with twin boys and I found every experience with this store to be unpleasant. They do not have any customer service and don't seem to care at all. Their web site isn't much better and the registry doesn't offer enough of a selection of baby items. I have better luck on amazon.com and will continue to shop there as well as at other baby stores. I will be sure to tell everyone I know about the terrible service at this store (online and in-person). For such an exciting time in a person's life, you'd think they would have a different attitude. Thanks for nothing BabieRUS.
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Anonymous
map-marker Columbus, Ohio

Babies r us registry

Babies r us writes on the registry that the consumer is "requesting the protection plan and batteries" for the electronic items. I approached the cashier with my item and asked if all registries have this written on them. She told me no, the registrant requests it. I was suspicious and stepped out of line to call my friend who created the registry. I contacted the maker of the registry and she said she never requested this. When I got back up to the cashier I told her that my friend did not request this. The cashier said "oh well it must do that automatically". The cashier also forgot to mark my item off the registry and told me I had to go into another line at customer service to have it taken off. Wow. Bad business practice. Check with the registrant before buying these so-called "requested" protection plans.
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1 comment
Guest

When people register they have to check a box that says something along the lines of "Are protection plans welcome on your registry."

I know this from registering recently, when I read the question I then preceded to ask what the protection plan was and then made my decision. I checked no and my registry does not say that I requested any protection plans.

Anonymous
map-marker Ann Arbor, Michigan

E-gift card fraud

About a month and a half ago, I purchased a $200 e-gift card for my friend. It was delivered to his e-mail and when he went to go spend it, he was told that it was already spent and that there was only about $5.00 left on it. Although he has tried to resolve the issue with customer service, he was told that I (as the purchaser) have to be the one that calls in. After being sent through many depts. I still don't have this issue solved. At first I dealt with regular online customer service who eventually directed me to corporate guest relations. I was told that they will open an investigation and expect to hear back in two weeks. Of course I never got a call back so I called back two weeks later, and it seemed like nothing was really done. She said she will open up the investigation now. So I wasted two weeks of waiting. I called back a week later and they said that because the investigation is still open, I should call back in another week. I called back two weeks later, and am now told that because this was an online purchase, I should call the online customer service number (which, by the way, is the same number I've been calling since the beginning of this whole fiasco). I am not going to stop until I get my money back or they resend another gift card worth $200 It's quite unfortunate that they are not really helping. I myself is pregnant and am telling people not to get me anything from babies r us and I also don't plan on ever buying anything from them again.
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Loss:
$200
4 comments
Guest

I am having a different problem. I ordered an egift card with Babies r us online, $420 dollars, but never received it.

It has been half a month and still no resolution yet. I am so frustrated.... I paid with two physical gift cards... there is no way I can do a refund like with credit card.

What I am told by Babies R Us is just keep waiting...

3-5 business days, then another 3-5 business days.... What should I do here:(

Guest

I am having the exact same experience with a $200 card I ordered online for my daughter-in-law. This has been going on for weeks with no resolution!! What a fraudulent company!

Guest

It happend to me too! I got 450$ egift card from my coworkers for my babyshower!

Came to the the store-0 $ balance!

Calling them (babiesrus)almost every day for past two weeks - issue still not solved! the only thing they told me- that someone used the card in the store and someone bought playstation 4 and other stuff like that (used several gift cards).

It's so frustrating for me be pregnant and be calling them with no help! Baby is coming in 20 days - so let's see...

Guest

Babies R Us the store has nothing to do with Babies R Us online. They are ran completely different and e-gift cards are subjected to the same problems when not secure.

It is possible that someone may have seen the gift card or hacked your friends email. Babies R Us just scans a bar code at the registers and whatever is on it is what is left. Gift cards are created to not be tracked and it is really something that almost never screws up. This is 3 years of retail Toys R Us/Babies R Us speaking.

The only times a gift card has failed is when A) it is promotional and expires or B) someone just didn't know how much was on it.

I have yet to hear anyone be the victim of a gift card fiasco like yours though so I would say its an inside job. I am also a techy so really it wouldn't take much to do what can go wrong.

Take a picture of the bar code and 4 digit pin, then bring it as a picture on your phone and boom, its scanned without a second thought because that person has the bar code and the pin. Gift cards are indeed the most secure form of sales we have when they are physically bought.

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dthao
map-marker Roseville, California

Awful at resolving missing stuff

UUUrrrgggg!!!! I ordered 2 packs of the Kushies Baby 3-Roll Pack Flushable-Biodegradable Diaper Liners from BabiesRUs/ ToysRUs and I never received it. When I called them they told me to call my post office as it is the carrier's responsibility. The post office was no help either, they told me to call the sheriff dept. and file a claim with them. I then called BabiesRUs/ ToysRUs back and they said they would put in a carrier claim and someone will contact me in 3-5 days. After no phone call back from them, I called them back on day 7 and asked about it. They then told me that they can't put in a carrier claim because it was the postal office's fault, thus no one called me back. They told me they would put in a replacement order for me. When the replacement order came in it looked like someone ripped it open and stole 1 of the 3 roll. That was not the only problem, instead of replacing the 2 packs they only replaced 1 pack so I had to call back again. The lady I spoke to only sent me yet another replacement package for the one I was missing but didn't bother to do anything about the one that was missing a roll. Again I had to call back and they are telling me again that they have to put in a carrier claim and that this time it will take 7-14 days to get back to me. This is getting sooooo annoying. I am NEVER ordering from BabiesRUs/ ToysRUs again!!!
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Loss:
$50
Tessla Dat

I hate them!!!!!!

I wish if I could let people know not to shop at babies r us before hand. I am a first time mother who thought that shopping with them was the right decision at the time. Oh how wrong I was!!!!!!!! Customer service is horrible!!!!!!! It makes you question whether or not these people are even trained. They ripped me off big time and when I complained about it (several times) NOTHING was done. I wrote several letters to their executive office. It's been over 6 months and I got NOTHING!!!!And not to mention, their prices are ridiculously high. People, do your research before you shop with these fools!!!!!
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5 comments
Guest

Rated this review as B.S. you seem like the *** I would hate to be behind of in line.

Guest

Very well written Anonymos.I could not have written this any better myself.And who?Was it that stated Pissed Consumers.Com Isn't FOR REAL.

Tessla Dat
reply icon Replying to comment of Guest-603358

Wait until someone really *** you off, you will be searching for websites such as this one so that you can vent.

Guest

How did they rip you off? Just because a person pays more for items bought at places like Babies R Us, doesn't mean they get better quality items, than they would at a discount store.

Some people just think they have to be able to toss around certain names. Most of the first time mothers that I know, buy their baby stuff at thrift stores and yard sales, along with getting hand me downs.

Tessla Dat
reply icon Replying to comment of Guest-603350

what are you, a spokesperson for babies r us????? they did not rip me off because the items cost more.

That would be my fault for not doing my research, won't it? They ripped me off because I made a phone order (a huge one might I add) which at the time they were offering 20% off your order. I was assured that this discount was applied. When I checked my order confirmation sent to me via e-mail, the discount was NOT applied!

I complained and complained, NOTHING was done!!!!! This is why I'm PISSED!!!!!!!!!!

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