PARAMUS, NEW JERSEY -- For those considering baby shower registration with Babies R Us - take heed. My wife and I, following seven calls with different customer service representatives, several hours of explaining our situation (each time we called the previous conversation's notes couldn't be located; for example on 12-24-09, "There is no reference to the reference numbers you gave me" (a customer service representative)), some tears and a lot of hand-wringing, have finally decided to involve the Better Business Bureau and publicize the outrage perpetrated upon us.
On Sept. 27th '09 she and I visited a store here in NY and registered with a clerk at their Baby registry desk. Unbeknown to us at the time, the woman incorrectly entered our home delivery address. However, we have the original form she copied into the system and our address is correct - we accurately wrote down where we live and she copied it.
Our last call on 12-26 was with two representatives and a supervisor. The supervisor agreed an employee of Babies R Us was at fault for incorrectly entering the address, but that her department (shipping, ordering(?)) was unable to remedy the wrong. They had sent the goods to the address on file. What put the icing on this burnt cake was the supervisor, in wrapping up the call, making the off-the-cuff remark, "You know, if I had been you and had so much riding on my baby registry, I would have checked the web-site and made sure the address was entered correctly." Wow.
That's analogous to telling a customer who brings a receipt to the grocer for potatoes overcharged at the register they are not due their money back on the incorrectly keyed item because the customer didn't check the receipt before they left the store. Absolute hogwash. Furthermore, we work in customer service and to utter this sort of condescending smug remark is something one simply just does not do.
If we ever receive the twelve items that have been purchased by friends and relatives (changing table, baby monitor, baby carrier, diapers, etc.), at this point it will seem a miracle. For a company as ubiquitous as Toys R Us to be so unhelpful when the error is clearly on their end is baffling. We know they are wrong, they have admitted as much, but at every juncture their representatives have refused to step up and have passed the buck. Lost records, transferred calls and impotent service all contribute to our sadness at not getting things we cannot afford on our own.
Just remember, dear reader if you have gotten this far, that yes, they are ultimately just things. We can, and have been, living without them. And we are blessed with the greatest gift of all, our healthy infant (11-day old) son. But as long as I have the fire in me, and the unshakable drive to provide for and protect my family, I will sing out loud and clear to those who will listen.
UPDATE: A tenant in the building of the incorrect address responded to a note I posted in the lobby and was able to reunite us with four boxes, including the changing table and the baby monitor. So that is a relief. However, there are several remaining gift items unaccounted for. Babies R Us has not responded to my email and I am still unable to get a straight answer from them on the phone.
On Sept 14, 2008 I went to register at Babies R Us. I was so excited this is our first child and we need a lot. I registered for a ton of things. When I went home I researched some of the items I had registered for on Consumer Reports & changed my mind regarding which product I wanted to register for & I also thought we went a little wild in the excitement so I wanted to delete a lot of things. So I called the 888-babyrus # to see if I made the changes online would the changes also reflect at the stores, she assured me they would.
So I went on line to deleted & changed about 100 items. Never giving a second thought to it. Well my shower was this past Sun. 10/26/08. I received tons of duplicate items & ton of items I had deleted off my registry. Everyone started talking about how many duplicates I received saying they purchased off the registry.
My sister printed the registry at the store the day before my shower & NONE of the changes I made on line took effect at the store & half the items I received we not even taken off the registry (even though the receipt showed my registry number). I called the customer service number on Sun. They said they would have their Corporate Office Contact me. As of today Wednesday I had not heard back from them, so I called again.
I was passed around from department to department, hung up on, everyone kept telling me they could not help me I had to speak with another department. I was then left on hold for a ½ hour & hung up on again. I spent a total of 1 hr 30 minutes, no one has helped me or fixed my registry at the stores. I had to update the online registry again to reflect the items I have received, but the stores are still wrong. No one at babies r us will help me correct the issue.
Now I have to exchange a ton of things and I am stuck with items I dont have receipts for. People are still purchasing me gifts and the registry at the store is still wrong so I am sure to receive more duplicates and deleted items. My shower was ruined and I can never get that day back.
My husband and I were going to be out of town for the Baby Shower for my Nephew's wife. I elected to place an order with Babies R Us from her registry list and have it delivered with expedited shipping. I ordered several items. About 2 weeks later, got an email stating I would be getting a refund for one item that was returned. I made a call. One item was sent UPS and the rest were sent USPS.
The one item sent UPS was returned because "the address" non deliverable. The customer service representative did not understand why. She asked if I wanted to re-send the item. I declined as it was too close to the date of the shower. She then offered to refund my expedited shipping for me ($20.00) to the credit card I used. Happy to say that on my last bank statement the refund for the returned item as well as the entire shipping cost was credited to my account.
LUBBOCK, TEXAS -- We went to Babies R Us to create a baby registry, and had a great experience! The customer service was great: people friendly, attentive and helpful. One of the employees took us around the store, helping us find things and sharing with us her recommendations and experiences as a mother (she has two small boys). The store looked clean and well-organized. One of the PackNPlays on the display was damaged though and that didn't look good - you would definitely be wary of buying something like that if it doesn't hold up even while on display.
Also, we noticed that the price ranges were pretty high, at least for us, especially on larger items like car seats, travel systems and high chairs. However, the selection of merchandise was good, we found almost everything we needed and registered for it. I also received a bag with coupons, magazines, and some freebies like diaper/wipe samples. I really like that! The staff also invited me to their Baby Shower store event the next day. Overall, we were very pleased with the experience at that store! I will definitely go back there and buy things we will need for our precious little one.
Among the many complaints on this page, with which I agree completely, let me add the gift registry program as being a joke. Their prices are higher than Target and many other retailers, and they "red Flag" you for exchanges even if you bring gift receipts OR your own personal receipts (ie: internet orders). They hassle you and have no customer service via the call center or web site(s), as they do not fulfill promises and give generic responses.
I have been searching for a mailing address to no avail. I emailed the site after a terrible store experience and got a generic thank you note with no effort toward resolution, even though I had spent extensive time on the phone with their "customer service rep" who promies 2 weeks ago someone would get back to me to straighten out the situation regarding terrible in store treatment.
If you are thinking about registering for the BabiesRUs baby registry online, be aware that as of August 2006 there is no way to check who ordered your items or where they were ordered - even if you call the store. So if you don't receive them, you cannot let the purchaser know. This is a huge oversight on the part of the programmers of the registry database, as undelivered items can be forever in limbo. You can't notify the purchaser, and the purchaser assumes they were delivered to you.
Not only do you never receive the item, but it all probability the purchaser has been charged for an item that you didn't get. On all four of my items that were purchased on BabiesRUs online, I have a problem with delivery on all of them. 1) Someone has purchased the toy firefly that I registered for. I never received it, and I spent 45 minutes arguing with the people at BabiesRUs who say there is absolutely no way for them to tell me whether the item was: shipped, bought in store or who it was purchased by.
I about hit the roof. They said they needed an order number and basically it was the purchasers job to check up on the item and that I could do absolutely nothing to find out who had purchased it so that I could let them know that I didn't get it. They can't even tell you if it was ever shipped or if was purchased in-store or not!
They patiently explained that the purchaser could track their order online if they wished, and that they could see whether it was delivered. I responded that even if they did bother to track their order (which a lot of people won't do), it could very well be marked as shipped and delivered - even though it never arrived. So if it is marked as delivered on the purchasers end, regardless of whether you actually received the item, they are charged. You never receive the item and according to BabiesRUs there is no way to remedy this situation.
# 2) The other three items on that BabiesRUs registry that I registered for: the musical play garden, snugli comfort vest and swaddle me wrap, all say they were ordered twice, but I only received one each of them. But of course, that's another thing that BabiesRUs can give me no information about whatsoever. So it's possible that there was a technical glitch (and the orders really weren't placed twice) OR two people somehow ordered the items and I never got the second person's order. And there is no way for me to check up on this at all.
So if you know anybody who might be thinking about registering with BabiesRUs, please tell them that the BabiesRUs system will not allow them to check up on any information about their ordered items! I was shocked. Seriously. The customer sales representitives whom I talked to (both the original person and the supervisor) were very nice, but offered no help whatsoever on any of these problems.
Aside from other issues with their registry already on bad reviews about not receiving info on who purchased what items, in case you never received it... When you want to close the registry for personal reasons, now you have to call their customer service for baby registry, it's like trying to cancel a friggin cell phone contract or something. You have to call at their convenience.