Complaints

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

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  buybuy BABY

  650 Liberty Ave Union, NJ 07083-8107

• 

  buybuy BABY

  13361 Hall Road Utica, MI 48315

• 

  buybuy BABY

  12055 Metcalf Ave Overland Park, KS 66213

• 

  buybuy BABY

  8801 Southside Blvd Ste 10 Jacksonville, FL 32256

• 

  buybuy BABY

  4648 Southwest Loop 820 Fort Worth, TX 76109

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.

• Initial Complaint

  Date:12/04/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hi, I went to Buy buy baby on 12/4/22 with a car seat that was not working out in my car and was tight on my son I felt .Order #BAB3941250960 . My child is very tall for his age. so He maybe sat in it 2 xs and not knowing my husband cut the tags to put it in the car . we had all the tags and paper and registration and receipts It was purchased on 10/2/22. so we had more than enough time to return . So I told the girl there was nothing wrong with it just wanted something better for us and then she started telling me it was used and food in it . which was a complete lie . This assistant manager ******* was at the time handling too many issues at once and store was busy . So she just poo pooed me off , not to be bothered . I WILL not loose my money when we did nothing wrong except make a honest return. I got all the home and looked at the car seat and it is pristine !!!!! I am furious . I want my refund ASAP . This was outrageous customer treatment by an obvious maxed out uncaring staff . This particular manager looked miserable at her job and clearly did not want to be bothered. I am an Nurse Practitioner in a large hosp w/ many young women and will spread the word of this.. Buyer beware.

  Business Response

  Date: 12/06/2022

  December 6th, 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 12/6/2022 advising we have processed a refund in the amount of $358.45 toward the original form of payment used on Order No: BAB3941250960. Please allow 3-5 business days for the refund to be reflected onto your financial statement.  We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.
  
  Thank you

• Initial Complaint

  Date:11/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Was given a crib as a gift from my baby registry. Called the store to return they told me I had to call customer service. First mistake, so I call customer service speak with someone who obviously is in a call center in god knows where explain the situation finally he sends me a return label. Turns out the moron at customer service returned the item back to the purchaser. Now not only am I extremely embarrassed but am out over a $400 gift. Have been calling customer service daily for the past 2 weeks and keep getting told this will be resolved and the money will be in my wallet. I have spoke with numerous reps and supervisors and still cant get a straight answer and no one has any clue what they are talking about. This is a huge hassle and extremely frustrating especially adding onto the fact not one customer service employee spoke English at a level that is even remotely understandable. I am not someone who complains about thing having worked over 15 years in retail, understand mistakes happen. The fact is this is a huge mistake and this large company cannot find a way to rectify this situation. This should have been an easy transaction but the people that work at this absolutely horrific company have no sense into how customer service works. This is the biggest joke of an east scenario and would really appreciate a phone call to me by someone who not only speaks English but has a brain on how to fix a situation that your customer service team started.

  Business Response

  Date: 12/06/2022

  December 6th, 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 12/3/2022 advising our My Funds team advised they have successfully transferred the funds to email *******************************. The customer confirmed the funds are showing. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.
  
  Thank you

• Initial Complaint

  Date:11/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 an ***** breast pump from Buy Buy Baby online in May 2022 at a cost of $549.99. Upon attempting to use the pump I discovered it was defective. I attempted to return to *******************************. I was told I would have to get a new pump from ***** and return the new pump. I contacted ***** and jumped through every hoop they requested to prove defective. ***** refused to honor their warranty to replace and provide a new pump. I emailed Buy Buy Baby and requested they stand by a product they sold since their business partner would not, and followed up with customer service when I received NO response to my email. I have still at this late date have heard nothing from Buy Buy Baby. I requested a refund and at the very least a store credit. I am a working mother and not in a position to just ignore a $549.00 loss. I did attach proof of purchase with my email and did start this entire process shortly after I received the breast pump and discovered it defective. Needless to say I had to use another breast pump in order to ensure my infant was adequately nourished while I was at work. I have diligently followed up with ***** as The Buy Buy Baby manager requested to no avail and advised Buy Buy Baby of the situation. Buy Buy Baby should be responsive and responsible to their customers and stand by a product they choose sell. If defective the customer should be given a refund or a store credit at the very least. In addition their lack of response is unconscionable.I will gladly bring all documentation to the store again if necessary.

  Business Response

  Date: 12/27/2022

  December 27th, 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 11/28/22 requesting information from the customer.That information was provided to the manufacturer who is reaching out to the customer to 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: 12/27/2022

  
  Complaint: 18467596
  
  I am rejecting this response because:I was finally contacted by the company ***** who still refuses to replace or refund my purchase of the defective pump. Buy Buy Baby is not standing by their product and placed responsibility on manufacturer who refuses to replace or refund. 
  
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 12/30/2022

  December 30th, 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 phone 12/27/2022 advising we will offer her the credit directly and $560 was linked to email *******************. This customer was refunded through credit with us.
  
  
  We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.
  
  Thank you

• Initial Complaint

  Date:11/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We bought a crib from this company back in September. When we received it the headboard of the crib was broken. We called and asked if we could just send back the headboard and replace it, and the service rep said we could and that we would receive an email about how to do so.A few weeks went by so we contacted the company for a SECOND time and they said the email would be a few more days.A few more days went by so we contacted them again, for the THIRD time, and they said the original people never processed the replacement, but we would have to return the whole crib and get a new one. We told them that if we had to pack it all back up and return it we just wanted a refund. They said that's fine and we just needed to take it to ***** with their code and we would get a refund once it got to them.Went to ***** and they said we couldn't use a code and needed a shipping label. So now we call for the FOURTH time and get a shipping label and take it back to ***** again.Well days later we receive a replacement crib even though we requested a refund. Even the shipping label was cleared labeled refund. So we call for a FIFTH time and they say that it was processed incorrectly. Still no refund at this point. They say that ***** will come pick the crib up on a Monday in a large window of time, so I have to take off work to be there. ***** never shows up to pick it up.We call for a SIXTH time and the service rep says that they will have ***** call us to schedule a pickup time. ***** has still not reached out in over a week and the company still has not issued a refund even though we have done everything they have asked and they keep messing up on their end. They want us to drive the crib to one of their locations, which is over 150 miles away, and my wife is 39 weeks pregnant.We are dreading having to call for a SEVENTH time and have no confidence in the company's competence that we will ever see the money they are withholding from us.

  Business Response

  Date: 11/23/2022

  November 23rd, 2022
  
  Better Business Bureau
  1262 Whitehouse ******** Square Road
  Building A, Suite 202
  ********, ** 08690
  
  Better Business Bureau - Better Business Bureau - ****** Edge - Case#********
  To whom it may concern: Better Business Bureau - ****** Edge -Case#********
  Our escalations department that handles our Better Business complaints make contact via email. The customer has not provided a valid email for contact ****************************** were able to locate email ************************************ with the customers phone number however, no crib order under this profile.Please have the customer rejection this resolution & provide the best email address for communication or the order number and we will make contact with the email listed on the order.

  Thank you

• Initial Complaint

  Date:11/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  buybuybaby has THE ABSOLUTE worst customer service. i read their return policy and NO where did it say that i can't return items without the original packaging. i REGRET making my registry with them and will never do so again going forward. i had 1 item from my registry and 3 items i personally bought that were without original packaging. i brought them to the store only to have the incompetent register associate refuse to do anything about it. this goes against what their own return policy states on the website and they definitely "do not get it because sometimes it just doesnt work out." now i'm stuck with 4 items (1 baby bathtub, 2 sets of pacifiers, 1 bassinet sheet cover) i never even used but only threw away the original packaging because i thought i would keep the items. ABSOLUTELY ridiculous. i also paid with my buybuybaby "wallet" in addition to my credit card. the incompetent register associate processed the only items i could return towards a gift card balance even though not all of the items were even from my registry!THEIR RETURN POLICY ON THEIR OWN WEBSITE:"We want you to love what you buy from us, but we get it sometimes it just doesnt work out. Whether you didnt like it, or it didnt work as expected, well try to make it right. If youd like to make an exchange or return, heres what you need to know. You have up to 90 days after purchase to exchange or return most items, unless noted in our exceptions. Just provide your receipt, and we will refund the purchase price to the original form of payment. Purchases made with a gift card will be refunded as Merchandise Credit."

  Business Response

  Date: 11/23/2022

  November 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 11/22/2022 advising a store complaint has been submitted for the experience & return issue. The customer was advised a call would be received in ***** business hours from store leadership. Store manager ****** reached out to the customer 11/22/22 and will be assisting with the customers return. The customer will contact the store manager before coming in-store to make sure ****** is there to help with the return & completion coupon. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.
  
  Thank you

  Customer Answer

  Date: 11/23/2022

  [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:11/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Ordered a glider chair on 10-09-22 for $285.03. It arrived 10-13-22 with damage to the frame. I immediately got in contact with customer service to send the chair back for a refund because the chair was not great quality in the first place. I sent the chair back 10-14-22 via ****** Instead of getting my refund despite the email sent to me that says my return was for a refund, another chair showed up at my door on 10-23-22. I immediately got in contact with customer service to let them know I need my refund and to send me a label to send the chair back. They proceeded to tell me that because a refund and replacement were processed due to mistake on their end, to keep to item. I was very confused with that answer and questioned the representative multiple times on if I was understanding correctly. He proceeded to tell me yes, I was correct. Later the same day I reached out to customer service again to see if what the first representative had told me was correct. The second representative confirmed and said absolutely do not send the replacement back and that I would receive my refund within 3 days. It had been 5 days without receiving my refund so I reached out again. At that point is when they told me the first and second rep were wrong and I would have to take apart this chair and return it all while 9 months pregnant. This has been a huge error on their part. I am physically unable to move this chair myself let alone get it back. I am unhappy with the quality of the chair as well as it squeaks terribly. I would like my refund like I was promised by this business. I tried to return this chair multiple times while it was still in the box on my front porch all while being told no, keep it I do have documentation of those conversations as well.

  Business Response

  Date: 11/18/2022

  November 18th, 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 10/18/2022 advising typically, the replacement would need to be returned before a refund is processed. However, we were able to locate the two cases for the customer service agents that advised the customer did not to return the replacement & a refund would be issued.  We have processed a full refund for the customers order 11/18/2022. The customer will receive a refund in the amount of $285.03 and it will be refunded to the original method of payment. Please note, our refunds are processed immediately on our end but can take up to 5 business days to show on your online bank statement.  We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.
  
  Thank you

  Customer Answer

  Date: 11/18/2022

  [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:11/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We purchased a car seat from buybuy BABY. I picked it up last weekend maybe three days ago four days ago I opened the car seat, but it does not fit inside of my car. We immediately returned the car seat, but the store will not accept it. The car seat was not used at all. The return policy says any unused items can be returned.

  Business Response

  Date: 12/14/2022

  December 14th, 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 ********, was able to assist the customer with connecting with the store leadership for assistance with the return. The customer confirmed 12/13/2022 that they were contacted by the store & will be doing the drop off in the next few days. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.
  
  Thank you

• Initial Complaint

  Date:11/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 11/7/22, I tried to purchase a car seat from the company website. At checkout my $50 rewards was not in my wallet but I had received an email stating it was available. I messaged customer service. This person was nice and tried to help though the problem was not resolved. CS gave $10 in rewards for my trouble. While talking via messaging with CS we tried numerous times to complete the purchase. I continuously received an error message stating "***************** could not be authorized". I tried 2 separate cards (still messaging customer service and sent a screenshot of the error message). The order never went through and I never received a confirmation email. The morning of 11/8/22, My checking account was overdrawn due to 5 (184.17/each) transactions for this purchase. I checked my credit card and I had 4 transactions of the same (totaled $1,657.53). I logged into my account with this company and there were NO pending purchases. I contacted customer service and was told there were NO pending purchases. I was told they were "holding charges". How do you have a holding charge but NO RECORD of the purchase? I was told I would have to contact my financial institution (my bank couldn't do anything until they cleared). I was told by the company's CS that they should "fall off in **** days". I don't know who can go **** days without access to that kind of money and an overdrawn checking account. I became angry and hung up and messaged CS for a paper trail. I was told the same thing. This person did FINALLY say they could submit a request to have the holding charges released and should take about 48 hrs (better than 7 days). However, how do you release charges that are not showing on an account? I was told several times "let me explain to you how this works" and "I apologize for this inconvenience". This is more than an inconvenience. I was insulted and was in tears. I have 3 kids to feed and am 7 mo preg/high risk. This was unnecessary stress.

  Business Response

  Date: 11/17/2022

  November 17th, 2022
  
  Better Business Bureau
  1262 Whitehouse ******** Square Road
  Building A, Suite 202
  ********, ** 08690
  
  Better Business Bureau - Better Business Bureau - ************************* - Case#********
  To whom it *** concern: Better Business Bureau - ************************* - Case#********
  Our customer service representative ********, reached out to the customer via email 11/16/2022 advising when an order is not successfully placed, any pending authorization hold *** still appear on the account for up to 2-7 business days, depending on the policies in place by the financial institution. The customer confirmed the holds have already been released from the payment method used. We are always looking to improve our service, and we will absolutely ensure that the customers feedback is passed along to the appropriate departments, so we can survey any opportunities to do better in the future. As an accommodation for this experience,we applied a $45.00 the customers my funds account associated with email
  ********************************* sincerely apologize for any inconvenience this matter *** have caused. As of today, we consider this complaint closed.
  
  Thank you

• Initial Complaint

  Date:11/10/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order on October25, 2022. I was never notified the order was back ordered. I did receive an email confirming the order and advising me I would be notified when shipped. I have not received any communication or update. I checked the ordered and noticed its on back order and would possibly ship on November 7th. Once I did not receive any updates I called and tried to cancel the order since it was purchased for a baby shower and I have no idea when it will be available. I was informed I could not cancel said order and would need to refuse shipment when it arrives. The item has not shipped and I am going to have to purchase a replacement not knowing if sometime in the future this company is going to charge me. My order # BAB7196531285

  Business Response

  Date: 11/16/2022

  November 16th, 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 11/11/2022 advising order BAB7196531285 was successfully cancelled. The pending hold will be removed from the customers account.  The customer confirmed 11/16/2022 that the holds have been removed & issue resolved. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.
  
  Thank you

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Buy buy baby online store is doing a false advertisement. It says you'd get $100 rewards for $300 spent, but this is wrong, they would not give you. I have spent 4 hours on this issue and they just cheat and not give you the rewards

  Business Response

  Date: 11/08/2022

  November 8th, 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 11/8/2022 to see if the customer needed assistance with our promotion of spend $300 get off $100. The customer confirmed issue has already been resolved but provided feedback regarding experience that we will share with the appropriate department. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.
  
  Thank you