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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

    • 281 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:09/01/2022

      Type:Delivery 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.
      This month i paid 450 dollars for a crib. I also purchased a dresser in the same order. The crib was never delivered. The delivery company said they never recieved the crib from buy buy baby. Upon delivery of the dresser. They said there was only one box to be delivered. Yet i have a voicemail from the delivery company saying they have the crib available for delivery. Buybuy baby is refusing to answer and help with the issue. Basically i paid 450 dollars for a crib that was never delivered and nobody is resolving the issue.
    • Initial Complaint

      Date:08/25/2022

      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.
      BAB6640110754- I ordered a dresser and the white glove service of moving to the correct room and setting up. I paid a total of $812. On August 12, the dresser was delivered still in box and the delivery guys said they would just drop inside and NOT set up and to call buybuy baby, that they were just the delivery. Since august 12 (it is now August 25th) I have tried to call or chat someone daily to get this resolved and send someone out here to move and set up dresser. They keep pushing me off to the home delivery team saying they will call yet they do not, and there is no number to call. I am 30 weeks pregnant, and have been dealing with this stress for over two weeks. At this point I have asked to either be completely refunded or to AT LEAST be refunded delivery and have someone out to set up.

      Business Response

      Date: 09/03/2022

      September 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 Bureau- ******************************* - Case#********
      Our customer service representative, ********, reached out to the customer via email regarding the options available for the customers order.The final resolution was a credit in the amount of $279.00 being issued back to the customers **** card. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed

      Thank you
    • Initial Complaint

      Date:08/20/2022

      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.
      This company doesnt respond when theres an issue. They also false advertise. On their website it says if you apply and get approved for their credit card you get a free paid membership with all these benefits. I followed all instructions and no one is able to tell me how to redeem the benefits. Their customer service is outsourced so all I get is it will be fixed in ***** hours our team will fix it. They dont fix it or respond. Ive submitted 6 tickets for something that should be so simple. I asked them to fix the phone number on my account since Im getting an error, and to apply my benefits. I keep getting the same answers over and over. Ive chatted, called, gone on ******* no resolution and others have the same issue as well and no resolution for them either.

      Business Response

      Date: 09/20/2022

      September 20th, 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 9/15/2022 advising the membership should now be assigned to the customers My Offers. The customer confirmed the membership was now 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

      Customer Answer

      Date: 09/20/2022

      [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:08/15/2022

      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 bought a crib from BuyBuyBaby online & the crib came defective. We want to return the crib, but they have been very unresponsive. We are unable to return the crib to the store because it was a home delivery. We have reached out more than 10 times & are still getting no where. This is going on a month long process.

      Business Response

      Date: 09/03/2022

      September 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 Bureau- ********************* - Case#********
      Our customer service representative, ********, reached out to the customer via email 8/31/2022 advising we show a pickup is scheduled for September 1st between 10am-2pm. The customer confirmed the order was picked up & provided a copy of the pickup confirmation receipt. We issued a full refund in the amount of $576.47 back to the customers **** card ending in ****. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed

      Thank you
    • Initial Complaint

      Date:08/12/2022

      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.
      BuyBuy Baby is a bait & switch company. They tell their registrants that they will receive perks for registering & follow through on none of them. When I spoke with their customer service department regarding this they did nothing to resolve the matter and were extremely rude. They have absolutely no respect for their customers and do nothing to help them. They email you promises of free items that you will receive and you will receive NONE of them.

      Business Response

      Date: 09/03/2022

      September 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 Bureau- ***********************; - Case#********
      Our customer service representative, ******, reached out to the customer via email 8/16/2022 advising we have looked into the previous case with another agent and show the customer was asking about the Goody Box for the registry.  The Goody Box program is currently unavailable while it is being reevaluated.However, we do still offer Goody Bags for registrants. The registrants may always visit our local Buy Buy Baby store's registry department to receive a complimentary registry goody bag from one of our Registry Consultants on the spot. We requested the registrants registry ID number so we could verify that 15 items have been purchased off your registry. If so, we would be able to apply the $40.00 My Funds to the account. As of 9/3/22 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
    • Initial Complaint

      Date:08/10/2022

      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.
      I purchased an item from a baby registry in mid June. It included delivery of the item. I was contacted by a person from Door Dash asking about entry instructions to the building. I ultimately received a notification it was delivered at the door with a picture of the item in the back seat of a car. The item never was delivered. Buy Buy Baby's solution was to have me purchase the item again and then wait 3-5 weeks for my money to be refunded to paypal. After 3-5 weeks no refund. Another 1 hour on the phone with them and they say the refund still can't be processed for **** days. This company took my money for a product. Gave the item to someone to deliver who did not deliver it but told me they did. After inquiring with the person who was supposed to receive it a couple weeks later I discovered it was not delivered. I then had to pay for a new item and pick it up and deliver it myself. It is now 2 months after the initial purchase and they can't give me a straight answer on how to receive my refund. The amount of time alone needed to get this issue resolved has now been several hours of frustrating conversations with customer service to no avail. I would like all of the money spent on both of the purchases to be refunded completely.

      Business Response

      Date: 09/03/2022

      September 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 Bureau- *************************** - Case#********
      Our customer service representative, ****, reached out to the customer via email 8/12/2022 advising we processed a refund back to the customers PayPal account in the amount of $173.61 on 08/11/22 for the Munchkin Bluetooth-Enabled Musical Baby Swing in Grey. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed

      Thank you

    • Initial Complaint

      Date:07/24/2022

      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.
      I received a travel system as a gift purchased from buybuy baby. When I opened the box and took out the first item (car seat) I noticed immediately it was the wrong color. I called and was told I could bring it in and return for store credit and they would order the correct color for me. I brought the item in, in its original packaging. They opened the box (as I assumed they would do to make sure everything was there) and told me they wouldnt accept it because a paper tag was removed from the carseat. I understand the safety reasons behind this, however. This is the way I received the item. Of course Im sure the employee didnt believe me. The box the item was in was incredibly beat up and appears to have been opened and re-taped shut more then once. I tried to explain this to employee and was still told no, they could not take it back and order the correct color. This is super upsetting for a gift that was $500, and in theory, will be used for years to come. Im concerned as to why they wont accept my exchange in the same condition I received it and instead treat me as if I am a liar. The employee even said she remember selling this to the person who bought it and that she noticed how beat up the box was. So buybuybaby is not concerned about the safety of my future baby apparently because they expect me to keep a product that they wont take back for safety reasons. Its obvious it hasnt been used or installed. But it does appear to have been at least opened on more then one occasion. I would like to exchange this for an unopened product in the correct color.

      Business Response

      Date: 08/06/2022

      August 6th, 2022

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

      Better Business Bureau -   *************************** - Case#********
      To whom it may concern: Better Business Bureau- *************************** - Case#********
      Our customer service representative, Kaila, reached out to the customer via email and was able to get the purchase information from the customer. We contacted the store leadership regarding the experience & for their assistance with contacting the customer. The customer confirmed 8/4/2022 that the store reached out &confirmed for the customer to come in-store for the exchange/return. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed

      Thank you

      Customer Answer

      Date: 08/08/2022

      [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:07/21/2022

      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.
      I purchased a crib for my pregnant sister expecting her first baby. We ordered the crib on March 24th 2022, order # BAB7176659200 $900 and it was delivered in April DAMAGED. The crib was cracked and scratched up. We notified the company right away and Buy Buy Baby issued a new crib to us. However, the delivery company was supposed to deliver the crib and pick up the damaged one. They never called to schedule delivery/pickup, they showed up while we were away and left the NEW CRIB on my driveway which sat there for 5 days, and they did not pick up the damaged one. We have been trying to schedule pick up for the damaged crib since April. The associates we speak to are unhelpful, rude, incompetent and the supervisors refused to speak to me. Every time we attempt call for scheduled pick up we are HUNG UP on. First, this is a damaged crib, it should go in the garbage. If they wanted us to dispose of the crib, we would have no issue doing such. However, we cannot get a response or even speak to anybody in regards to this. Not only is my sister now 9 months pregnant, under extreme stress with dealing with these individuals, she has 2 cribs in her home and only needs 1. We will throw this damaged crib out when we are told to however at this point for 6 weeks of back and forth, we would like a total and COMPLETE refund for the stress and aggravation we have endured. This is the worst customer service we have ever experienced and this is a time when we should be nesting and preparing for our new addition to the family. We would like a RESPONSE from somebody in regards to this issue.

      Business Response

      Date: 07/27/2022

      July 27th, 2022

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

      Better Business Bureau - ********************************* - Case#********
      To whom it may concern: Better Business Bureau- ********************************* - Case#********
      Our customer service representative, **** reached out to the customer via email 7/26/2022 and confirmed the damaged Milk Street Baby Cameo Sleigh 4-in-1 Convertible Crib in Steam White has been picked up. The customer was refunded the $59.00 delivery surcharge & 25% off of the purchase for experience with this order. 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:07/21/2022

      Type:Order 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.
      Paid for furniture in full last July. Still have not received furniture and will not call me back when they say they are going to. They took my $1400 and ran. Corporate Buy Buy Baby has no record of my order. Only the ********** ** store has record and they will not return my calls. I want something for what I paid for in full. Even if it's not the *************** I ordered.

      Business Response

      Date: 08/17/2022

      August 17th, 2022

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

      Better Business Bureau - ************************* -Case#********
      To whom it may concern: Better Business Bureau- ************************* - Case#********
      Our customer service representative, ****, reached out to the customer via email 7/21/222
      advising we have submitted the customers case to the stores leadership for review. The customer is in communication with the store leadership for assistance with a final resolution.  We sincerely apologize for any inconvenience this matter may have caused.

      Thank you

      Customer Answer

      Date: 08/17/2022


      Complaint: 17599858

      I am rejecting this response because:
      Stores leadership never calls me back. Always says I will have to contact the vendor to get an answer and I will call you back. Never hear back for weeks or months. The reason I have reached out to corporate is because I can't get any response out of Brookfield store I bought furniture from. Then corporate says I don't have any record of your order, I will have to get in contact with store. Again nothing from corporate for weeks. It has been 13+ months since placing order and paying for in full and they just delivered a beat up substitute dresser with cracks in the material and paint missing and a crib. Didn't even deliver all of the pieces I originally ordered. 


      Regards,

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

      Business Response

      Date: 08/30/2022

      August 30th, 2022

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

      Better Business Bureau - ************************* - Case#********
      To whom it may concern: Better Business Bureau- ************************* - Case#********
      Customer experience & sales manager, *****, reached out to the customer & confirmed the furniture will be exchanged. The exchange is scheduled for Friday September 2nd, 2022. We will be able to assist with the final resolution once the exchange has been completed.

      Thank you 

      Customer Answer

      Date: 09/07/2022


      Complaint: 17599858

      I am rejecting this response because: I have not received the toddler rail which was part of my original order. ***** did say that it was not instock at the store and would have to ship. I don't want to mark complete since I haven't gotten replacements for everything I originally ordered. Once I receive toddler rail I will accept response and close. 



      Regards,

      *************************
    • Initial Complaint

      Date:07/13/2022

      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.
      On 7/11 I applied for and was approved for $4000 credit limit through the buybuybaby website. The website confirmation stated the card information was being saved to my account for checkout later. I know this was approved because when I started to check out it asked if I wanted to receive rewards on the purchase or 6mos financing. Today 7/13, I attempted to finish my purchase only to notice that my acct information has been erased from my acct. I have been on the phone with the credit card department for over an hour only to be told they cannot help me find my acct information, even though I verified my FULL SSN, address, and email. I was trying to use my account to make a purchase today using the 20% off your entire purchase coupon which ends today, only to be told to wait for the card and pay full price, but also left feeling vulnerable having my personal information out there like that. Although approved, I never received a confirmation email, and have no access to my own information, although the credit pull and account are listed on my credit report.

      Business Response

      Date: 08/09/2022

      August 9th, 2022

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

      Better Business Bureau -  *********************** -Case#********
      To whom it may concern: Better Business Bureau-  *********************** -Case#********
      Our customer service representative, ****, reached out to the customer via email 7/16/2022 to see if the customer still needed assistance. The customer confirmed she just had surgery and is needing time to recover before she can proceed. We will assist the customer once she reaches out from the recovery.

      Thank you

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