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Business Profile

Baby Accessories

buybuy BABY

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Baby Accessories.

Complaints

This profile includes complaints for buybuy BABY's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 280 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/22/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sept 9 2022 Purchased over $3500 of Baby Furniture. I also purchased the rewards extra to get more points and I have not received my points as I have been advised that my account is frozen but still accumulating points. I have over ******* points and I have been in contact with Store Manager several times as well as customer service and no one is helping me. I keep getting the run around that a ticket has been issued and it should be resolved within ***** hours. I just called and got disconnected so I need more assistance to get this resolved.

      Business Response

      Date: 12/29/2022

      December 29th, 2022

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau ***********************- Case#********
      To whom it may concern: Better Business Bureau - ***********************- Case#********
      Our customer service representative ********, reached out to the customer via email 12/22/2022 advising we do see that ******* points were on a pending hold. We were able to successfully clear the hold. The points may take up to 24 hours to appear active. If after 24 hours you still do not see them, please dont hesitate to reach out to us further. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:12/21/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased crib on line delivered with a crack and many imperfections call store said have to go through on line returns gave us a umber went on site type in order number and email address response was have no record when on chat room gave same number again same thing happen just want a new crib before the baby comes we have spent a good sum of money for this crib and a chair thats coming in January hopefully not damage it has been a month since the purchas 11/26/2022 I have read of other people problems and felt we needed to register this complaint all we want is someone to pick up the damage crib and send a new one as soon as possible Thank you ****

      Business Response

      Date: 01/11/2023

      January 11th, 2023

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau - ******************************** - Case# ********
      To whom it may concern: Better Business Bureau - ******************************** - Case# ********

      Our customer service representative *******, reached out to the customer via email 12/22/22 to further assist but the customer never responded . We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

      Customer Answer

      Date: 01/11/2023


      Complaint: 18625456

      I am rejecting this response because:we are in the process of hopefully getting a new crib we finally talk to a person after getting the run around she set up a date and ************** the damage crib still waiting for when new crib is coming very poor customer service    e



      Regards,

      ********************************

    • Initial Complaint

      Date:12/21/2022

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ORDER NUMBER BAB6661711083 Ordered a car seat that ***** damaged on delivery. I called for a replacement and customer service told me to return it to a store or ***** location. The problem was that it is over an hour drive from my home so they "scheduled" a ***** home pickup... **************** never even sent me the label they were supposed to. I then had to call back numerous times to get the proper label for pickup. Then the pickup never showed up. I ended up driving an hour to a ***** location to ship the broken car seat back. I was told numerous times by customer service they would send a replacement car seat when they received the one I was sending back. I clarified this with every CS rep I spoke to. A week later (no email update) I see they refunded me and retuned the car seat and did not send a replacement. I had to call again to have them send me a new one. But now for them to honor the discounted price I originally paid, I had to order over the phone. I had to enter the rewards money number into the phone, so I had to get to a computer. Took about 20 minutes over the phone having to read back the rewards cash numbers they refunded and then re-charge my card. This is ridiculous I had to jump through hoops for weeks to get a replacement that I requested in the first place and had to talk to several customer service agents to achieve this.

      Business Response

      Date: 12/29/2022

      December 29th, 2022

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau *********************-Case#********
      To whom it may concern: Better Business Bureau - *********************- Case#********
      Our customer service representative ********, reached out to the customer via email 12/22/2022 advising the initial agent the customer spoke with processed the return as a refund instead of a replacement. We will certainly provide the agents with a coaching opportunity so they can better assist in the future. We offered the customer with a $30 accommodation for your troubles. However, as of 12/29/22 the customer has been unresponsive. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

      Customer Answer

      Date: 12/29/2022

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      *********************

    • Initial Complaint

      Date:12/19/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased the beyond plus reward membership in store in the end of September 2022, the associate signed me up under the wrong email address I called customer service that day to get it fixed. I was able to change the email in my app. But ever since then I have received my coupons for the membership but not the reward points. I have been trying to get this fixed since the day it happened and every employee/manager I talk to says they will send it to their reward team and no one has done anything. I was told I am missing ****** points which is a lot of money I am out. And the fact that I had to pay for this membership and dont get the rewards is ridiculous. No one has helped me and I am very frustrated I will not be renewing my membership but I am being scammed out of so much rewards money.

      Business Response

      Date: 01/11/2023

      January 11th, 2023

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau - *********************** - Case# ********
      To whom it may concern: Better Business Bureau - *********************** - Case# ********

      Our customer service representative *******, reached out to the customer via email 1/10/23 advising they have issued ****** points and added $55 to customers My funds account. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

      Customer Answer

      Date: 01/11/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and although they didnt compensate me for my time I had to put in to get what I was suppose to they did give me the points/money I had earned and with that I find that this resolution is satisfactory to me.

      Regards,

      ***********************

    • Initial Complaint

      Date:12/16/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a crib online in beginning of October 2022 as a gift. It was sent directly to the recipient. After viewing the crib, I noticed the headboard was backwards. I asked the person why he assembled it that way and was told the holes were on the wrong side. I have contacted BuyBuy Baby twice since then and both times was told a new headboard would be sent to the recipient. I called again yesterday to follow up and now they tell me this item is out of stock. I am very aggravated and disappointed with the service from BuyBuy Baby.

      Business Response

      Date: 12/29/2022

      December 29th, 2022

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau ************************* - Case# ********
      To whom it may concern: Better Business Bureau - ************************* - Case# ********

      Our customer service representative ****, reached out to the customer via email on 12/19/22 advising they are in communication with the vendor to assist with a replacement. **** is awaiting on the response from the customer with the information for the item so that the vendor can further assist. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

      Customer Answer

      Date: 12/30/2022


      Complaint: 18597963

      I am rejecting this response because:  I explained to **** that the baby has been very sick and is in the nicu at ******** Children's Hospital.  My niece has been with her so was unable to take pictures per ****'s request.  My niece sent me the pictures last night as now she is home sick and baby is still in the nicu.  I don't think BuyBuy Baby is very caring in a situation like this.  It is hard enough that my niece is dealing with a very sick newborn with rsv and other issues.  I am attaching the pictures of the crib in which the front is facing the back due to the holes being on the wrong side of the headboard.  I have also forwarded the pics to BuyBuy baby.  If this matter had been handled when I first complained, it wouldn't have reached this point.  I asked for replacement of the headboard two times after the crib was assembled.




      Regards,

      *************************

      Business Response

      Date: 01/13/2023

      January 13th, 2023

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau - ************************* - Case# ********
      To whom it may concern: Better Business Bureau - ************************* - Case# ********

      Our customer service representative XXXX, reached out to the customer via email 1/11/23 stating the vendor processed the part as Order no#SO4937090 which takes between **** business days to be received. The tracking details will be provided to the customer by the vendor. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:12/14/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have made a purchase of $880 on order BBB3953655904 on Nov 22, 2022, which should entitle me **** reward points as well as $200 reward certificate. I have contacted customer service multiple times wrt this issue and were told that the rewards point as well as$200 reward certificate should be issued shortly (in a week or so). However, it's been 2+ weeks and I received nothing. I'm tired of contacting the customer again for this issue so I am asking BBB for help.

      Business Response

      Date: 12/19/2022

      December 19th, 2022

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau - *******************- Case#********
      To whom it may concern: Better Business Bureau - *******************-Case#********
      Our customer service representative ********, reached out to the customer via email 12/15/2022 advising we will accommodate and provide the $200 credit. Please note, in the future, we will not be able to accommodate a coupon on excluded items along with providing promotional credits for the incorrect concept type. The credit was uploaded 12/15/2022.
      We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:12/13/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was given a gift card of $100 in November 15 2020 for my baby shower by a friend. I used it once on 12-14-2020 and had a remaining balance of $31.53. I went to use my card today and it says $0 balance. I spoke with customer ******* of *** *** Baby and they said it was used on Date: 04-20-2022 Time: 03:58:57 PM Merchant number: *********** Store number: ****. They said it was an instore purchase. Now that could not have been me for I had just broke my leg and was unable to drive. I have proof if needed to show I broke my leg. They said they can not send my case to their fraud department because I have no proof of purchase. But you can clearly see I made a purchase the first time one my account through *** *** Baby. The fact that I was hacked and a fraudulent charge was used is unacceptable. Safer precautions need to be created to protect people from fraud. All I want is a refund of the $31.53 that I was rightfully should given. They didn't even do a deep dive to see if the gift card was used fraudulently with someone else's information.

      Business Response

      Date: 12/23/2022

      December 23rd, 2022

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau *************************** - Case#********
      To whom it may concern: Better Business Bureau - *************************** - Case#********
      Our customer service representative ********, reached out to the customer via email 12/14/2022 advising when a gift card is used, it is considered as cash due to there is no personal identification tied to the card. Therefore, we are not able to mark it being used as fraudulent as it can be given to anybody for use. We asked the customer for a order number that the gift card was possibly used on. We followed up 12/16/2022 advising the gift was used one time towards an online purchase with buybuyBABY. The purchase was made on 12/14/20 for $68.47 which left a balance of $31.53, this was the order we were inquiring about to attempt to trace the gift card.  On 4/20/22,the balance of the gift card $31.53 was merged to an online account. The customers email ******************* is not showing as active.  We asked the customer are there any other online accounts? Without an email address, it is not likely we can determine what account the gift card was merged to therefore, we will not be able to determine if the balance was used or not. As of 12/23/2022 the customer has been unresponsive. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:12/13/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 10.3.22 I returned a stroller for $1195.25. The store said they did not have enough cash to refund me so they said they could give me $300 and the rest would come in a check in 4 to 6 weeks. The check was for the remaining amount of $885.24. I have called corporate 100 times, I have called the store 100 times. I even emailed the *** in which she had her secretary reach out to me. The secretary named ***, emailed me and said she is working on it and the store will contact me. THIS HAS YET TO HAPPEN. It has been 3 weeks since I spoke to ***. She is Ignoring my calls and emails. This store needs to put put on the news. They are stealing money from customers and not refunding them when they return merchandise. I have literally emailed them **** times. They are Ignoring me hoping I will forget about it. My wife is due any minute and this is the stress they are putting us through? This is so unprofessional. We really need our $885.24. We have waited over 2 months now

      Business Response

      Date: 12/20/2022

      December 20th, 2022

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau *************************- Case# ********
      To whom it may concern: Better Business Bureau - *************************- Case# ********
      Our customer service representative ***, reached out to the customer via email 12/13/2022 advising the customers check has been processed on invoice number **************** & paid on check number ****** dated 12/13/2022. The check was mailed 12/13/2022. The customer was advised to expect to receive the check within in 3-6 business days via ***** We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:12/08/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      oRDER#bab3917840855 This was a gift that was never received by the recipient, I reached out to Buybuybaby numerous times and never got an email back horrendous customer service. I finally emailed and the agent advised nothing can be done since this was too late,although they never answered in the first place. Find your gifts for babies elsewhere not this company

      Business Response

      Date: 12/09/2022

      December 9th, 2022

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau - ************************************#********
      To whom it may concern: Better Business Bureau - -************************************#********
      Our customer service representative ***, reached out to the customer via email 12/9/2022 advising we show this gift order as delivered 6/29/22 via FedEx tracking number 274772683650 to the registrant's address, we would need to speak with the registrant regarding their registry gift. We offered to contact the registrant directly regarding the missing gift to assist with confirmation & to get a credit or replacement issued. The customer requested for this complaint to be closed. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:12/04/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Bought a defective product they were not open when an exchange was needed I had to purchase a different product elsewhere. They are refusing my return the Manager on duty was rude and nonchalant about the entire situation. Probably because I dont look like the rest of the customer base. An employee and to go to the back three times in order for me to speak to her this is unacceptable. My wife just had twins and we trusted your business now we are out of 300 dollars during the holidays with no help from you

      Business Response

      Date: 12/13/2022

      December 13th, 2022

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau - **** Blue- Case#********
      To whom it may concern: Better Business Bureau - **** Blue-Case#********
      Our customer service representative ****, reached out to the customer via email 12/5/2022 requesting the store location, date of the incident and name of the product. As of 12/13/2022 the customer has been unresponsive. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

      Customer Answer

      Date: 12/21/2022


      Complaint: 18522017

      I am rejecting this response because:I requested a phone call and no one has reached out



      Regards,

      *************

      Business Response

      Date: 01/11/2023

      January 11th, 2023

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau - **** Blue - Case# ********
      To whom it may concern: Better Business Bureau - **** Blue - Case# ********

      Our customer service representative ****, reached out to the customer via email 1/3/23 to provide a refund as My Funds and the customer accepted. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

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