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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:11/05/2022

      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.
      I purchased a chair from buybuybaby, when I received the product it was broken. I contacted customer service and they stated that they would ship me a replacement and that I could return the original defective product when I received the new one as I no longer had the original box. I waited for 2 weeks and contacted customer service again who informed me that they would not ship me a new one until the original chair had been returned. I decided at that time to buy a chair from a different retailer and return their original chair in the new chairs box. I was 100% assured that I would not receive a new chair from buybuybaby but instead a refund. Less than a week later after shipping the original back to them, I received a new chair. I contacted customer service and asked for a manger and was hung on twice. I chatted with the company and again requested a manager and was denied but a customer service rep was able to assist. He stated he would send a pick up team to retrieve the second, unwanted chair and that I would receive a refund immediately and email me the pickup teams info with tracking. On 11/1/2022 a ***** driver came to my home to pickup the chair. I received zero tracking info via email nor the ***** driver and have yet to receive my refund. I am entitled to my refund as I no longer have the original chair nor the replacement chair in my possession, both of which have been shipped back to the company.

    • Initial Complaint

      Date:10/24/2022

      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 signed up for the Welcome Rewards Store Card over 3 weeks ago. One of the signup bonuses was a free year of Welcome Rewards Plus. It was supposed to be applied to my buybuy baby account within 24 hours of being approved for the credit card and it never was. I inquired about this with your chat support as well as your phone support (credit card dept).The chat support said they had no ability to resolve the issue and ***************** every time I call puts me on hold for close to 30 mins before someone picks up and then when I do finally get someone they tell me the rewards system is down and to call back. And ** talking about receiving that response over multiple weeks now so my question is if thats even valid or if they just dont want to help me.

      Business Response

      Date: 11/10/2022

      November 10th, 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 11/3/2022 advising the Welcome Rewards+ membership was successfully applied towards the customers 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: 11/10/2022

      [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:10/24/2022

      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 Saturday Oct 22, 2022 at 2:44AM I received a text message from my bank saying there was a $312.86 transaction from this company. I did not buy anything from this company, ever, and I do not have an account with them. The person has taken all the money I have with this charge. I have called **************** twice and they say there is nothing they can do to help me. I was told it would be investigated by their Loss *************** and I would receive a call back and got nothing. Case# ******-11632075. The charge is pending at my bank and I cannot file a dispute until it posts. I do not know why it has not posted. But either way the money is taken from my account and it leaves me with nothing. They say there is nothing they can do, but I work in IT and I KNOW they should be able to narrow down the transaction but looking for the date of the transaction and the amount. I'm sure there are not 100's of transactions with that exact amount.

      Business Response

      Date: 10/25/2022

      October 25th, 2022

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

      Better Business Bureau - *************************** - Case#********
      To whom it may concern: *************************** - Case#********
      Our customer service representative **** reached out to the customer via email 10/25/2022 advising our **************** was able to locate order BAB3944943802 associated with the charge. Our system had already caught the order as fraudulent & cancelled it.  We submitted a credit authorization removal request to assist with expediting the release of the hold on the customers card. If the customer is wanting a full copy of the order details to file a report. Please have the ***************** fax the following information below to our fraud fax number ************.

      Please have the police department include this information on their department letter head:
      Credit Card Number
      Name
      Date
      Amount of Purchase
      Order Number (if provided)

      We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:10/20/2022

      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.
      Buybuybaby.com is a scam. I placed the orders with multiple items - they ended up with cancel some discontinued items without any consent and it caused the extra charge from shipping.Additionally and even worse, the customer service (text chat) confirmed some refund but never processed it - the next week or so they delivered the delayed item like a surprise and charged the full amount (is this their tactic to play dumb and still keep the revenue feeding?). Another painful story to reach out to their customer service again to go through the ************************************** is not a retailer with honesty and any sense of customer service. Do not sign up the annual membership - the so called credits will take forever to arrive to your account and it never makes your shopping experience any easier. You are paying extra for nothing but consistently poor services.

      Business Response

      Date: 10/31/2022

      October 31st, 2022

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

      Better Business Bureau - *********** - Case#********
      To whom it may concern: *********** - Case#********
      Our customer service representative ********, reached out to the customer via email 10/26/2022 advising we show our returns department received the shipment on 10/24/22 for the Organic DreamLightweight Crib Mattress. Our warehouse processed the return on 10/26/2022 in the amount of $153.53. 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

    • Initial Complaint

      Date:10/20/2022

      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.
      Expecting my first grandchild. My daughter had found the crib that she liked at Buybuy Baby so I offered to get it. 0nce on their website I starting getting offers for a Buybuy baby Master card which included their Welcome Rewards Plus card free for a year so I applied. Didn't need the card but if I got the Rewards card free why not instead of paying for it. App went thru fine, popped on the screen saying approved and all was right with the world right? WRONG I proceeded to order the items and no discount called customer service said it took 24 hours Waited 2 days still no discount, called back. This person said 48 to 72 business hours. Tried 3 days later still no discount. Finally spoke to someone about the account and found they had given me a store credit. I did not apply for a store credit. Didn't need the Master Card! Will not tell me why it was changed. Said it will be with the new card which I got 2 weeks later with no explanation. I have Excellent credit across all 3 reporting so there was no reason for the change. Had to PAY for the rewards because it was $100 difference. To me this is a bate and switch. Poor customer service. And false advertising. If it wasn't what my daughter had her heart set on I would have definitely went somewhere else.I paid ***** for the rewards card which should have been free with the Master Card. I would like an explanation of the change from MC to the store card.

      Business Response

      Date: 11/10/2022

      November 10th, 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 10/21/2022 advising we have issued a refund in the amount of $29.00 for the customers online order BAB3942258205.We also reached out to Comenity back & requested for the customer to be contacted as we dont have visibility to the credit card system used by the bank to provide the customer information on the card selection inquiry. The customer confirmed 11/3/2022 that Comenity still has not reached out yet. We sent another follow up request to Comenity and recommended for the customer to reach out to the bank directly to see if a faster response can be obtained.

      **************
      (TDD/TTY: **************)
      https://c.comenity.net/buybuybabystorecard/

      We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:10/18/2022

      Type:Service or Repair 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 received an order that was missing items. Had broken items. Packages were poorly packed. Order # BAB3910436160. I contacted BuyBuyBaby via text as soon as it happened. They told me that they would send someone to come pick up the damaged items and replace the missing items. They replaced the missing items - but no one ever came to pick up the damaged items (that were due to their poor packing.) i have been in the hospital for months due to a high risk pregnancy. Now Im home, and still just have the items sitting around. Every time i speak to someone in customer service. Theyre incompetent. I need someone to come pick up the damaged items, like promised. And refund immediately.

      Business Response

      Date: 10/31/2022

      October 31st, 2022

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

      Better Business Bureau - ***************************- Case#********
      To whom it may concern: ***************************- Case#********
      Our customer service representative ********, reached out to the customer via email 10/26/2022 advising we issued a refund for the Infant Baby Spring Float with Sun Canopy in Pink (QTY 2) and the BABYBJRN Potty Chair in Powder Pink/White. The refund is being credited back to the original form of payment, $52.07 will be credited back to the customers Paypal account and $47.48 will be provided as a gift card which will be in the form of a credit within the customers online 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: 10/31/2022

      [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:10/17/2022

      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.
      Where to begin. My wife and I purchased a baby changing table and dresser in August, we are expecting our first in January. We were supposed to have the dresser delivered to our address through NSD, the delivery company Buybuy baby uses. The delivery company has no way to communicate directly with them and we are at the mercy of them calling us to schedule delivery. This never happened, instead I got a call at work stating they were 10 minutes away. After stating I was at work the driver cancelled the delivery. We then spoke with a "delivery specialist" at buy buy baby who could not give us any information, or even locate the item and for us to "stand by". Through ****** searches my wife was able to find the parent company and call them where we scheduled a pick up from the delivery site. After driving 2 hours the item was damaged. We refused and requested a replacement. Today NSD emailed stating the buy buy baby store refused the delivery. The store knows nothing about this. I called buy buy baby to have a refund issued and to speak to a manager. I was told the manager was busy and could not speak with me and the "finance ***** would reach out to me to process the refund in 24 to 48 hours. This is unacceptable as I have never received a phone call when told I would in previous calls regarding this matter. I told the representative my next step was to claim fraud on my card for the transaction and contact the BBB for a complaint and to let the supervisor know that, she nicely told me to have a nice day and repeated the ***** hour wait time so here I am. I have never had such an unprofessional dealings with a company and complete disregard in customer service before. I will never shop buy buy baby again and I urge anyone reading this to do the same.

      Business Response

      Date: 10/21/2022

      October 21st, 2022

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

      Better Business Bureau - *********************************- Case#********
      To whom it may concern: *********************************- Case#********
      Our customer service representative ****, reached out to the customer via email 10/18/2022 advising a refund of $825.73 is has been issued for Order No: BAB3928099936. Please allow 5-7 business days for this to be reflected onto the customers 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:10/11/2022

      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.
      I returned two items from my registry, I was to receive a gift card in the mail. I called two times spent almost an hour each time On the call with nothing done. They also didnt want to refund me the tax. The gift card was to be mailed back to my home. Tracking numbers for the return, which was done in garden city- **** **** **** this was for comotomo 7piece baby bottle gift set in pink $43.99 (pretax). **** **** **** this was for mam feed and soothe gift set $24.99 (pretax). This was returned several months ago. I want a refund for my gift return.

      Business Response

      Date: 10/19/2022

      October 19th, 2022

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

      Better Business Bureau - *********************************- Case#********
      To whom it may concern: *********************************- Case#********
      Our customer service representative **** reached out to the customer via email 10/18/2022 advising we were able to locate the purchase for the comotomo 7-Piece Baby Bottle Gift Set in Pink &show a refund in the amount of $47.78 was processed to the customers online Rewards account associated with email "*******************"on 10/10/22.  We were also able to locate the MAM Feed and Soothe Gift Set & show a credit of $27.14 was processed on 9/2/2022 to Rewards email ********************** The customer has confirmed the full credit of $74.92 is showing in the account. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:10/10/2022

      Type:Delivery 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.
      We bought a dresser from BuyBuy Baby in ***************** ******* on 9/1/2022 to be delivered to my daughters house. We paid $721.18, On 9/15 she received a HUGE box on a pallet that they would NOT bring inside (which we paid for). When we got home and inspected the box, it was two dressers together and they were NOT the one that was ordered, and they belonged to two other customers. We called BuyBuy baby and the delivery company. After 7 calls, the delivery company admitted an error. The next day they came and got the two dressers and they said they "found" ours. They delivered it later that day but it was damaged. We had to call BuyBuy baby and complain. They put in another order . On 9/27, we received another delivery. They did not even take it off the truck because once they opened the box, they saw it was damaged. Correct dresser but damaged again! They took both dressers back. We complained again and a third order was placed. Today the delivery company did not come at the scheduled time, they placed the dresser in the box in the driveway. NEVER came to door just left it outside in the driveway. The name of the delivery service is ******** MOVING AND STORAGE. We have been in contact with the owner of this company and with BuyBuy baby numerous times, and with NO resolution. My daughter is 30 weeks pregnant and unable to get this dresser inside. I am filing a formal complaint as this is unacceptable. I would like a full refund and warn others of this horrific experience. Two of my order numbers are BAS3933983758, BYD **********.

      Business Response

      Date: 10/14/2022

      October 14th, 2022

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

      Better Business Bureau - *************************** - Case#********
      To whom it may concern: *************************** -Case#********
      Our customer service representative ****, reached out to the customer & assisted with having the carrier NonStopDelivery send a team out to the customers address.  The customer confirmed 10/11/2022 that the carrier came back & brought the dresser into the home. After inspection the customer confirmed the dresser is in good condition. As an accommodation for the experience the customer was issued a $150.00 gift card via order BYD4002560436. The gift card is being shipped to the customer via **** tracking number **********************. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed

      Thank you

      Customer Answer

      Date: 10/14/2022

      [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:09/30/2022

      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.
      Ive contacted buy buy baby 4 times to have my email updated and clearly its not something that can be accomplished. Each time Im told I will be followed up with once the issue is resolved. The first time 7 business days, second time 72 hours, and this time ***** hours. None of the representatives have any empathy and clearly get frustrated at my frustration when all I need is help. This last associate was probably the least helpful and very short with me regarding my issue. It takes the representative at least ********************************************************************************************************************* off the phone or get me to end the chat. Very unacceptable and disappointing. Every time I ask for details on the previous case follow up no one can ever tell me resolution of the ticket. I dont understand how your system is so bad and hard to use you cant update the email on my registry and the fact that I cant delete a registry and account with the representative to start over. Especially because this is the fault of the associate who set up my account in store.I proceed to reach out on ******* and the lack of follow up has still continued. Nothing has been resolved. I have been trying to reach out since September 11th, called again after the 7 business days, and again after the 72 hour wait. And Finally this past Sunday September 24th

      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 10/1/2022 advising we submitted an escalated ticket with our IT Department to assist with getting the customers account fixed. The customer confirmed 11/12/2022 that they were able to finally log in using the phone number. We confirmed 11/15/2022 that the customers registry has been linked & is now visible. The customer was also issued $50.00 to their rewards account for the delay and account issues. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    buybuy BABY is NOT a BBB Accredited Business.

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