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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/20/2023

      Type:Product Issues
      Status:
      Unanswered
      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 gift card in December 2022 as a baby shower gift. I was able to use some of it in February, went back again at the end of April and asked if they would be closing down since Bed Bath and Beyond was bankrupt, the manager (a lady) told me no. I have an account with them and was never informed through email about the closure of the store or that giftcards would no longer be accepted. I went in today to find out they dont even have anyone working customer service any more. This puts so many people out of gift card money. They have pocketed the change and basically stole from millions of people by doing so.

    • Initial Complaint

      Date:05/19/2023

      Type:Delivery Issues
      Status:
      Unpursuable
      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 April 3 2023, I purchased a Child Craft Forever ************************ with Dressing Kit in ****************** 1) from Buy Buy Baby (Order # BAS3980074153). The box the item arrived in was broken and its contents were damaged. When I went on the BuyBuy Baby website, the same dresser was out of stock and I was unable to exchange it. I spoke with a representative and they agreed to reimburse the $320.47 cents to the credit card that i used to purchase the order. After waiting a few days, I realized they had reimbursed my monies to the BuyBuy Baby Rewards account. I called multiple times and after many hours and days of waiting, finally on May 6, 2023, they stated that they needed to reach out to their financial department to process the refund. The reference number they gave me was #******-13973639. On May 9, 2023, unbeknowst to ** and without hearing back from the customer service department, Buy Buy Baby closed down their rewards account and we are unable to use any of the funds promised. To date, we have not received any reimbursement to the credit card account where we purchased the item. We tried calling Buy Buy Baby on May 16,2023 through todays date, to no avail. We understand they filed bankruptcy but we are simply seeking what we are due. Buy Buy Baby agreed to reimburse ** for our monies and have simply walked away stealing our funds.

    • Initial Complaint

      Date:05/18/2023

      Type:Product Issues
      Status:
      Unpursuable
      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 used my $50 buybuybaby giftcard to purchase a Hatch baby nightlight on 05/05/2023 and paid the difference on my credit card which including a shipping charge and the item was not delivered by ****** ***** concluded there review and advised to contact Buybuybaby but they have let all customer service agents go and are not answering local phone. The store took my giftcard and charged my card and did not deliver my item.

    • Initial Complaint

      Date:05/15/2023

      Type:Product Issues
      Status:
      Unpursuable
      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 went into the store located in *******, ** to use the Gift Cards I received from my baby shower. I had $250.00 in gift cards and I loaded my *******. Once I got to the front they said they were not accepting gift cards any longer. I find this ridiculous. My son isn't even a year old yet and people spent their hard earned money which you have because the $250.00 was already paid to you up front. I need these baby items and I feel that I am owed the full $250.00 so that I can purchase the items that I need. This is totally wrong if they get to keep the $250.00 that people paid for the ** so that I could purchase items. I really would like a check mailed to me or a voucher for the full $250.00 so that I can purchase items.

    • Initial Complaint

      Date:05/12/2023

      Type:Customer Service Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have $70+ credit balance remaining in my Wallet but Buybuybaby eat my credit with no notice. Now there is no way to contact with their customer service. You will wait forever and no one will pick up the phone to answer you. Request for full refund.

    • Initial Complaint

      Date:05/05/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Special Order #BAS3980658796, purchased on 04/12/23 at store number ****, by Associate number: am2296 cannot be found and has not been fulfilled. Order was purchased in store using cash and gift cards for a promised delivery between 04/15-04/20. I've called the store and customer service several times to follow up and each representative says there is no order number on file nor proof of purchase. We have the physical receipt showing the breakdown of payment, the special order number confirmation printout provided by the store, and the confirmation email of purchase. Below is the log and history of our contact with Buy Buy Baby representatives:04/17/23 at 5:30pm - S/W: ********* at store The order shows as "submitted" but not accepted by the carrier. System down to check order, so call back.04/17/23 at 6:00pm - S/W: N/A at **************** There is a "website discrepancy" and order cannot be fulfilled.04/18/23 at 3:53pm - S/W: Jolly at **************** She was unable to find the order on file. No proof of purchase in system. Escalated issue to their IT department. Was given Ref #**************. Was told IT would respond within ***** hours with a cancellation confirmation so we can obtain our cash refund in store.04/18/23 at 4:05pm - S/W: ******** at store She was unable to find order in system by order number, email or phone number. System down to check order, so call back later.04/20/23 at 12:00pm - S/W: ***** at **************** She was unable to find order in system by order number, email or phone number, but was able to find reference number escalated to IT. She said it actually takes ***** hours to get a response.04/21/23 at 1:30pm - S/W: *** at **************** F/U outside of 72 hour window. Unable to locate order. No proof of purchase. Sees open ticket for IT and asked for us to wait even longer for order to be found and resolved by IT department. Still unable to cancel order because it "is not found in the system as being purchased"

    • Initial Complaint

      Date:05/03/2023

      Type:Product Issues
      Status:
      Unpursuable
      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 April 29th, I went to purchase a car seat on the buybuybaby website using two gift cards totaling $416, and after I tried to complete the purchase, I received an error and the transaction was not completed. When I went back a little while later to try again, the gift cards balance were suddenly $0 despite me not completing an order.I immediately reached out to Buybuybaby customer support, for which they were able to identify the correct balance on the cards (listed below) and created the issue case Ref # ******-13900725 in order to restore the balance. I was told the balance on the gift cards would be restored within 24 hours.By May 1st, the balance was still $0 so I once again reached out to customer support. The agent was able to confirm and find that the case had been processed and APPROVED through case ref # ******-13901857and assured me that the funds would be in MY FUNDS buy buy baby account once I logged in by May 2nd.I logged into my buybuybaby account and checked the balance on May 2nd and the funds still had not appeared.Today, May 3rd, I reached out to buybuybaby customer support at 7am EDT. And have been kicked off the waiting list 6 times in the last 15 hours, unable to speak to an agent to get an update on my missing funds.This is unacceptable and these funds need to be either retired into the original gift cards or to my buybuybaby account (myfunds)!Gift Card 1: $124.08 Gift Card 2: $292.15

    • Initial Complaint

      Date:04/29/2023

      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.
      On April 22, 2023 I visited **************************, to process a return. When I returned the item I was offered a store credit in the amount of $81.27. The gift card had the balance of $81.27 and I tried to make a purchase on the website. The website failed and couldn't process the order and it also wiped the balance of the gift card bringing it to a $0 balance. I contacted customer service on Monday April 24th and explained what happened. They saw the error in they system and confirmed the balance would be returned to the gift card. I have made 3 additional calls to customer service all promising the card balance would be returned. I still have a $0 balance on the cards and customer service has over an 8 hour wait. I have tried both online and over the phone and still can't reach them. I just want to be able to use the gift card to make a purchase. I have the gift card information available.

      Business Response

      Date: 05/09/2023

      May 9, 2023

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

      Better Business Bureau - Better Business Bureau ************************************ - Case# ********

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

      Our customer service representative ********, reached out to the customer via email 5/1/23, the customer asked for a phone call. The agent called the customer on 5/3/23 and sent 2 additional follow up emails however,the customer has not responded.

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

      Thank you

    • Initial Complaint

      Date:04/27/2023

      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 got a gift card for Buy buy baby from a friend. I checked the value in February 2023. When I went to buy in bedbathbeyond, they said there was no money. I called buybiybaby giftcardbtwice, was on hold for 4 hours once, with no one picking up.I think they should refund the money.

      Business Response

      Date: 05/03/2023

      May 3, 2023

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

      Better Business Bureau - Better Business Bureau ********************************* - Case# ********

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

      Our customer service representative ********, reached out to the customer via email 4/28/23 advising their gift card was never activated and funds were never put on it. They offered an accommodation and applied the $50 to 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:04/25/2023

      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.
      Tried to use a $350+ gift card online. Got a prompt saying gift card balance was enough to cover the order but that I needed to provide a billing address. I provided a billing address but then got an error message telling me to contact customer service. Waited for customer service for 2+ hours, and website logged me out while doing so. When i logged back in, gift card balance read as $0 despite the order not going through. Finally got on with customer service only for them to drop the call mid conversation. No attempt was made to call me back. Finally got in contact again 2+ hours later only for them the tell me the best they could do was file a claim. Absolutely despicable customer service experience. Major scam vibes.

      Business Response

      Date: 04/27/2023

      April 27, 2023

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

      Better Business Bureau - Better Business Bureau ********************************* - Case# ********

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

      Our customer service representative ********, reached out to the customer via email 4/21/23 confirming there was no order submitted and advised they issued a refund back to their online account.

      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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