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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:09/21/2022

      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.
      My wife purchased a breast pump from Buy Buy Baby on 8/11/22. The order number being BAB3928968197. The total price was $280.49. After attempting to use the pump for the first time she noticed that the pump what leaking on both sides out the bottom. So we reached out to customer service, we were told they apologize for the inconvenience and that we can bring it to the store for a return that the approval was noted on file. So we went to our nearest store attempted the return and were told they can't do anything because they don't carry this pump in the store and that they can't help us. So after another hour on the the phone they asked us to send the pump back to them, once the pump was received we would have the refund issued. Fast forward to today 8 or so days later the breast pump was shipped back at our house because they deemed it used and not approved for return. After another hour on the phone, they refuse to issue the full refund, and offered us a partial refund of $112 and told me to keep the defective pump.

      Business Response

      Date: 09/27/2022

      September 27th, 2022

      Better Business Bureau
      1262 Whitehouse ****************************
      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 9/22/2022 advising we do see the notations from the agent advising for the customer to be issued a refund. The warehouse was following the return policy which is why the item was shipped back to the customer. We advised we can provide the customer a return label for the item to be shipped back again for us to process a refund for the customer. On 9/27/22 we confirmed with the customer that a refund was processed for the order. $265.49 will be issued back to the customers original form of payment and $15.00 will be issued back to the customers My Funds/Rewards associated with their online 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:09/21/2022

      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.
      I ordered a car seat from buybuybaby that was on special promotion. They charged my card and the order went through. 24 hours later I get an email saying they can't fulfill the order and it's been cancelled. I want to know how it is in any way acceptable to run a promotion that you cannot fulfill? I do not want a refund, I want them to send me the car seat that I purchased and honor the promotion they were running. When the item returns to stock, BuyBuyBaby needs to honor the price they gave when I originally ordered.Seems like this was a scammy promotion intended to drive traffic to their website without actually honoring the sale.

      Business Response

      Date: 09/24/2022

      September 24th, 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 9/22/2022 advising we show  order was cancelled because we sold out of the Mesa car seat during the clearance event promotion. We show the MESA Infant Car Seat by UPPAbaby in Henry is being discontinued so, we will not be restocking this particular car seat. The customer confirmed she was okay with the same car seat in a different color ******* honoring the promotional sale price of the *****. The customer placed order ************* & we assisted with honoring the price adjustment of $174.99.

      The pending hold associated with cancelled order BAB3938322576 will release in 3-5 business 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:09/19/2022

      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.
      My wife and I ordered 2 car seats during a sale (08/07/2022) where the specifically advertised a $40 gift card per car seat ($80 total). The car seats were delivered on 08/09/2022. However, neither of us has received the giftcards as promised. I've contacted Buy Buy Baby multiple times to resolve this issue and they keep saying it will be resolved in another week. It has been over 30 days since they were delivered and I have no confidence that Buy Buy Baby will make good on its advertised commitment.Order Number 1: BAB3927747231 Order Number 2: BAB3927747256

      Business Response

      Date: 09/21/2022

      September 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 9/21/2022 advising $80.00 has been uploaded to the customers My Funds account associated with email *************************** We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed

      Thank you

    • Initial Complaint

      Date:09/13/2022

      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 placed orders early in the morning on 9/11/22 with buy buy baby for the owlet dream sock monitor (smart baby monitor device for infants). I got my confirmation email thereafter and the items had an expected delivery date of 9/13/22.This morning (9/13) I received a cancellation email for each of the orders placed. I reached out to buy buy baby customer service and was told my orders were cancelled due to THEIR pricing error. As in, they would no longer sell me the items at the confirmed price. My orders numbers are as follows:Bab6647512965 Bab6647512948 Bab6647512955 I want the items at the price specified on the order confirmation.

      Business Response

      Date: 09/15/2022

      September 15th, 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 9/14/2022 advising we show orders Bab6647512965, Bab6647512948 & Bab6647512955 were cancelled due to an internal error that caused the price of the item to be discounted to a much larger amount than the correct sale price that the item is on promotion for at this time. We have cancelled all orders that were impacted by the internal pricing error of $70.00 for the Owlet Dream Sock's. 

      It is noted in our Terms Of Use section - Disclaimer and Limitation of Liability

      "THIS SITE MAY CONTAIN TYPOGRAPHICAL ERRORS OR INACCURACIES AND MAY NOT BE COMPLETE OR CURRENT. BED BATH & BEYOND THEREFORE RESERVES THE RIGHT TO CORRECT ANY ERRORS, INACCURACIES OR OMISSIONS (INCLUDING AFTER AN ORDER HAS BEEN SUBMITTED) AND TO CHANGE OR UPDATE INFORMATION AT ANY TIME WITHOUT PRIOR NOTICE. PLEASE NOTE THAT SUCH ERRORS, INACCURACIES OR OMISSIONS MAY RELATE TO PRICING AND AVAILABILITY. WE APOLOGIZE FOR ANY INCONVENIENCE."

      Terms Of Use | Bed Bath & Beyond | Bed Bath & Beyond (bedbathandbeyond.com)

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

      Thank you 

      Customer Answer

      Date: 09/16/2022


      Complaint: 18019876

      I am rejecting this response because:

      Hello,

      How does a shopper know they are accepting these terms by shopping with you? I did not encounter

      them on your site or during the checkout process. All I saw during the checkout process was your privacy policy.

      It feels dishonest to subject your site users to terms they were not directed to or ever came across on your site. As a shopper, 

      I hold the obligation to pay what was listed and confirmed by the site. I did that. Where is the responsibility on the companys end since its not fulfilling orders on the agreed upon terms? 

      Regards,

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

    • Initial Complaint

      Date:09/13/2022

      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.
      On 08/30/2022 I purchased a car seat online from buybuybaby.com.I later received a noticed that it was delivered, however, I couldn't locate the seat anywhere.I live in an apartment complex, and the landlord has a clear sign for carriers that they should leave the packages either in the hub closet or in the management office. Buybuybaby didn't even bother to request a signature upon delivery. As a result, the carrier didn't care to follow the landlord instructions and the seat was never delivered to my apartment, the safe hub closet, the landlord management office or to a location that I can access. I then brought the issue to Buybuybaby and they apologized and promised a refund and gave me a reference number: 220907-11108475. I haven't gotten the refund so I asked again and a chat agent said it will be processed. Still nothing... so I chatted again and this time they created a new reference claiming the previous refund request was done mistakenly! The new reference number was 220912-11173469. Again, since yesterday, I haven't even gotten an email confirmation neither that my account at the vendor website showing any sign of processing a refund. I chatted again this morning asking to speak to a manager, but the agent refused and asked me to just keep waiting!

      Business Response

      Date: 09/15/2022

      September 15th, 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 9/13/2022 advising we show a refund in the of $272.95 was processed on 09/13/2022 towards the original form of payment used on order BAB3933199599. 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: 09/15/2022

      [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:09/12/2022

      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've been trying to find a receipt from a purchase made in store (****************, **********) on 1.28.2022 for $288.85 for a stroller wagon that I had purchased. The store only holds onto receipts for 30 days but then told me to call their customer service line. I have called them multiple times with all of the information they would need to locate it and one of the times they said that they had found it. He told me it would take 3-5 days to be sent to my email but I haven't received anything. I called back again and now they can't seem to get a hold of the person in charge of looking through their system.I had this item stolen two weeks ago and for insurance purposes I need the receipt to receive money to purchase a new one but I feel like their customer service team has me running in circles, calling them more often than I should just to locate this receipt.

      Business Response

      Date: 09/15/2022

      September 15th, 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 9/13/2022
      advising we have provided a copy of the customers receipt to the email thread associated with subject header Better Business Bureau - ********************* - Case#******** : 220913-11190175. The customer confirmed 9/15/2022 that the receipt has been received. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed

      Thank you

    • Initial Complaint

      Date:09/12/2022

      Type:Customer Service 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 called BuyBuy Baby customer service on Tuesday 9/6/2022 at *******. The call was 34 minutes with hold time. I called because I did a registry here and I even purchased items myself from this company. I am eligible for a baby welcome kit however I explained to the rep that the store is far from where I live and if I can have one mailed to me ( I read that they do this for customers who don't have a store close to them) He apologized and said I would have to go to the store although I explained it was far from where I live. I asked to speak with a supervisor. He stated that they would call within two hours but here it is Friday and no call from the company.

      Business Response

      Date: 09/14/2022

      September 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 via email 9/13/2022
      advising we do not have the ability for us to send Goody Bag's via our online customer service support however, we can contact the customers local store to see if they would be able to help. The West Hartford store was able to assist with sending a Goody Bag 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: 09/14/2022

      [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:09/07/2022

      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.
      Unresponsive/poor customer service. Continued delays with no updates. Called ************ Hung up on 6 times by phone tree. I ordered a Best Chairs ****** Swivel Glider Recliner in Soft Grey on june 14th 2022. Original delivery date was 7/28-8/9. this was extended to week of 9/12. The online chat could not provide a date, just a "Hang tight! Your order is processing" message, then wanted to sign me up for points. Finally got in touch with a person, *******, after 37 minutes, which was my 7th call. ******* let me know that there was an internal issue, and that the product should have been shipped and that it was in stock and should be shipped direct from the factory not (bed bath/buybuy baby). he then sent me to corporate for help at ************. I was directed to another phone tree where the process repeated and again i was hung up on by the phone tree twice. Retried 3rd time , and expected wait time of 30 minutes. Several hours of calls and re calls and still no answer. No chair and baby is on the way. my email is ********************** my phone number is *************

      Business Response

      Date: 10/05/2022

      October 5th, 2022

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

      Better Business Bureau - *********************** - Case#********
      To whom it may concern: *********************** - Case#********
      The manufacture Best Chairs shipped the order via ***** tracking number ************ which shows delivered 9/30/22. The customer confirmed 10/3/22 that the chair was received in good condition. After tax an accommodation credit of $$159.53 was issued for the delay & overall experience with this order. The customer was also offered a $100 gift card for the son & daughter in-law. We are waiting on confirmation from the customer which email it should be uploaded too or address it should be mailed too. Once we get this information, we will process the gift card as well. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed

      Thank you

    • Initial Complaint

      Date:09/06/2022

      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.
      My wife and I bough $2000 worth of new furniture. The furniture was delivered the the delivery company cause over $2,000 worth of damage to our home which we recently remodeled. After multiple emails and calls to customer service and local store management, weve been sent on a wild *********** and nobody from this company is reaching out to us to help! This issue has been ongoing for about 3-4 weeks now, we also have damaged furniture that has yet to be replaced. The last email we got on 9/1 said that someone from corporate would reach out to us within 48 hours and nobody has called us. Its nearly impossible to get ahold of anybody in the home delivery department and we want answers for the damaged caused to our home.

      Business Response

      Date: 09/08/2022

      September 8th, 2022

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

      Better Business Bureau - *************************-Case#********
      To whom it may concern: Better Business - *************************- Case#********
      We have ensured that the customers feedback is passed along to the appropriate department for review & further assistance.

      Thank you

      Customer Answer

      Date: 09/08/2022


      Complaint: 17926291

      I am rejecting this response because:

       

      This is the same thing they have been telling me via email for weeks now and no action has been taken. 



      Regards,

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

      Business Response

      Date: 10/03/2022

      October 3rd, 2022

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

      Better Business Bureau - *************************- Case#********
      To whom it may concern: Better Business - *************************- Case#********
      The customer's feedback & claim was submitted over to the carrier NonStopDelivery for review. As the customer noted the damage occurred by the carrier during delivery, NonStopDelivery will be the the customer's point of contact.  

      Thank you

    • Initial Complaint

      Date:09/03/2022

      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 had an appointment scheduled at big buy baby in north ***** at 10am on 9/3/22 with a furniture employee. When arriving, the manager said that no furniture employees would be there until 11:30 but she can help us. She was of absolutely no help and rude. I found the furniture myself and when paying asked if we could have a 20% curtesy discount due to the inconvenience. I was told that well I helped you so theres no difference. She was rude, unhelpful, and made the overall experience not fun.

      Business Response

      Date: 09/08/2022

      September 8th, 2022

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

      Better Business Bureau - ******************************* - Case#********
      To whom it may concern: Better Business - ******************************* - Case#********
      Our customer service representative **** reached out to the customer via email 9/3/2022 advising we submitted the details of the experience to the leadership team for the *************** store. The customer was advised she would be contacted within ***** business hours. District manager, ********, was able to speak with the customer 9/7/22 regarding the experience. The store will be sending the customer a $100.00 gift card & a registry goodie bag. The feedback provided is also being reviewed by the district manager so, we can survey any opportunities to do better in the future. 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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