Baby's R Us - Extremely bad customer service based on pure assumption
$500.00 medela breast pump - Complaint
BURLINGTON, CALIFORNIA -- To all consumers,
As I work at a company that has strict policy and procedures, I would like to start off with the fact that I am fully aware of return policies and what items are not returnable. I had a difficult labor of 20 hours and upon arriving home from the hospital I wanted to do everything possible to breast feed, I began to nurse. The same day, I advised my husband that in the event that I would like to pump and store the milk, I would like to look into purchasing a breast pump and keep it handy for when I can use it. So, he went to Baby's R Us and spoke to a really nice informative sales person who gave him enough information about the product. My husband also called me from the store in which I as well spoke with the saleswoman who explained the products features, she informed my husband not to open it unless we are surely going to use it, otherwise the item cannot be returned.
It was quite the investment at $500.00 but we made the purchase determined that I will use this product one day. My husband brought it home but I never decided to look at this item because I had a full description when I spoke to the lady on the phone, so there sat a $500.00 item completely untouched in the bag with the receipt. Within the next 3 days I had excruciating pain from the recovery and was given high meds to cope, I was told I could not give my baby breast milk because of the meds in my body. I told my husband that day to return the breast pump to the store and we can always buy it another time. I did not expect the following events to take place.
As I was at home dealing with my pain and trying to care for my first newborn child, my husband calls me all upset, they were NOT accepting the breast pump back. I was furious! As my husband entered the store with their clear bag, an older lady at the counter automatically told my husband, " you cannot return that" already jumping to a conclusion that the item was opened, I fell sick to my stomach when he told me this. She had not even seen the box. Then my husband said what are you talking about? Yes I can, the item is not opened? She then proceeded to call her manager, yet another ignorant employee. The manager looked at the box and accused my husband of tampering with the box. (Meanwhile I was on the phone hearing this) Despite the pain I was going through I told my husband, let me speak to her, I explained how we never looked at the box when we purchased it, what was wrong? She said the seal looked as though it was tampered and the box edges were not flush? This only got me more furious! It's not our problem that the box had a manufacturing defect! She accused us of something we did not do. I even mentioned my personal situation and who in their right mind could even afford to do something like that when they know that they cannot return it once opened, it sure as heck was not cheap!
Apparently all the breast pump boxes were dented in some manner, they also had the spider rope that presses the box inwards. I put through a complaint, again nothing was done. I called back, starting my story off that I was returning a breast pump, she too on the phone automatically assumed I opened it and started telling me the policy, before she continued, I stopped her and mentioned I understood the policy, angry even more, I mentioned, The item was not opened or even viewed for that matter!
That day my husband decided to go to another location to return it, and the funny thing was that the manager there looked at it carefully and said everything was fine, she gave our money back. Weirdly, we mentioned what happened at the other store location and she carefully looked at the seals and said it does not look touched, because of the spider rope, that is what was the cause of the dents and is not the customer's fault!
Going back to the bad Baby's R Us location, The customer service line served as no help, she mentioned a complaint will be put through and it will be brought to the store managers attention, as far as I am concerned, nothing was ever done. Be careful when purchasing any big item with the spider rope or even just the regular sticker seals, the boxes even get damaged coming off the truck which is Not the customers fault! I felt so degraded, insulted and hurt to be accused of something I did not do. Based on my rating below, it is not all store locations, just the one in Burlington.