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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

    • 279 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:04/25/2023

      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.
      On 4/23 I received an email from buybuy bay that they were going out of business and their last day accepting giftcards was 5/8 so I went online made a purchase , I had a $200 gift card as I went to check out and entered my personal info for the remainder amount the purchase didnt fo through . I tried again the next day and the card has 0 balance and the order never went through. They kept my money.

      Business Response

      Date: 05/01/2023

      May 1, 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 4/25/23 advising they added the funds back to the gift 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:04/24/2023

      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 ordered multiple items from buybuy baby on Wednesday 4/19/2023. The items included a double stroller along with the accessories needed for the stroller and total approximately $1,100, the order number is BAB3981421197. I received notification that my order was cancelled, I never requested for my order to be cancelled and I contacted customer service on 4/20/2023 to investigate the reason for this cancellation, the representative had no idea and said that the buybuy baby inquiry team needed more information that they could not verify and cancelled my order. The inquiry team never attempted to contact me for further information verification regarding my order. I was told that someone from the inquiry team will contact me between ***** hours. Its is now April 24th, 2023 , well over 72 hours, I contacted customer service again today and was told that all they can do is send a follow up message to the inquiry team and I would need to wait again a period of *****hours. When I asked for a reference number for the phone call with the customer service representative I was told there was none. Buybuy baby has placed a hold for the order on my account and has not yet released the hold or refunded my money. All this has been discussed with their customer service team and has not been resolved.

      Business Response

      Date: 04/26/2023

      April 26, 2023

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

      Better Business Bureau - Better Business Bureau Jaroulyn Valette - Case# ********

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

      Our customer service representative ********, reached out to the customer via email 4/24/23, the customer responded stating the issue has been resolved.  

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

      Thank you

      Customer Answer

      Date: 04/26/2023

      [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:04/23/2023

      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 tried to place a gift card order on 4/23/23 using two gift cards of $250 each. The order did not go through, I was given a card error, though it accepted and applied both gift cards. Now no order was placed, but both gift cards totaling $500 were emptied by the company.

      Business Response

      Date: 05/01/2023

      May 1, 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 4/23/23 advising they have issued the refund back to the gift 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:04/11/2023

      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 had $149.86 in gift card / merchandise credit that was cancelled by Buybuybaby due to it being expired. However, I was never informed of the expiration date. I reached out to the customer representative and was told there should be an email notification about the expiration date. I never received such email and the representative claimed it may be an issue with the system generated email. This is a business malpractice not to inform your customer of expirations of any products, services, or credits. Worse yet, business should not penalize its customer when its own system failed to deliver notifications required for the customer.

      Business Response

      Date: 04/13/2023

      April 13, 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 4/6/23 advising that their funds are expire. The customers expired funds were reissued and ******* offered $50 as an accommodation which the customer agreed to.

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

      Thank you

    • Initial Complaint

      Date:04/10/2023

      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.
      Bought a safety car seat for my 6 month son, paid $430 with $30 taxes on top of that coming out to $461.16 Buy buy baby cancelled my order without disclosing any reason why. I called the next morning to find out why and the representative told me she doesnt have the authority to tell me why it was canceled?? And that I should have my money back in 3 days. I was supposed to have a car seat in 3 days not starting the process over. I gave them 5 days before calling again as I still have no car seat and no refund. Finally got ahold of a supervisor to tell me that nothing was ever done on the 6th when I called and that they need to get ahold of their financial team to get my money back. A week later and I still dont have a car seat or my nearly $500 ************ doesnt care for their customers or their children.

      Business Response

      Date: 04/14/2023

      April 14, 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 4/11/23, 4/12/23 and 4/13/23 advising the pending hold has been released back into their account along with their ordering issues has been resolved however, the customer never 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:04/06/2023

      Type:Service or Repair 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.
      On 3/20/23 I bought a larktale caravan wagon. I thought it would be a good alternative to a regular stroller. As I was checking out another couple was buying a stroller and carseat stating to them, "If the carseat or stroller doesn't work out for any reason you can always return it" I guess it only applies to couples that are white. Because they would not accept my return from 1 week of purchase. They said they cannot accept it because the wheels look worn. Of course it appears used because I did put it together and placed the children inside and went for a stroll in it. How do you not test the product without kids inside. It is different when no kids inside versus kids inside a wagon and actually walking with it not just rocking it back and forth. The lady told me I was supposed to test it inside my house not outside, I live in a small apartment there is not much room to test a wagon inside my apartment. SO now I am supposed to have a big house to test out a stroller. The wagon is heavy not easy to use with 2 kids inside and too bulky to put in my van. I even struggled with it bringing it back to the store. The assosciates even seen me struggle with it and didnt even offer to help. All she kept doing was waving her finger saying that the wheels are used and cannot put it on the floor for resale.

    • Initial Complaint

      Date:03/31/2023

      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 placed three orders ( BAB6674274260, BAB6674385670 and BAB6674505281), all of which were cancelled because the company claimed they couldn't verify my information, that they needed more info (I never heard this before). However, there was nothing to verify as this was merchandise credit that was on file. Besides the three orders being cancelled, the company has not reimbursed me for either the almost $1000,00 or 3+ hours spent on the phone with three inept customer service representatives who still have not been able to resolve my situation within 48 hours. Furthermore, I have emailed and neither of which has responded to any of my emails. As a customer and membership I expect not only reimbursement for the cancelled orders but also recompense for significant time wasted. I am extremely frustrated and expect to be notify about this situation asap.

      Business Response

      Date: 04/25/2023

      April 25, 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 4/4/23 advising they have reached out to the financing team who released the pending authorizations.  

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

      Thank you

    • Initial Complaint

      Date:03/23/2023

      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.
      The retailer refused to honour there store credit and gift cards. I was told they just stopped accepting them and I did not receive any notification. I was told they will keep the money and they are not willing to assist me at all. This isnt right that they get to make up there own rules and steal my money. I wanted to use the money to buy items and again was told no and as far as there concerned the money belongs to them.

      Business Response

      Date: 03/29/2023

      March 29, 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 3/23/23 advising the customer that due to the stores closing in ******, we are no longer able to accept gift cards, My Funds or rewards.
      We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:03/21/2023

      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.
      Applied for welcome rewards credit card in order to make a large purchase for the upcoming birth of my child. The details of the credit card benefits were not as promised. It clearly stated 20 percent off entire purchase and after waiting for card to arrive I never received the discount. I spoke to a muon representatives and was told so many different things. 1. The problem will be fixed under 72 hours, 2. We will put a different coupon in your account that you can use (it didnt work) 3. The last one which is why I canceled my card after waiting 72 hours I called again and they said it would not be fixed until the next billing cycle which is after the birth of my baby. Many of the items I was waiting for in my cart were no longer available and I was misled for over two weeks. I called so many times and was transferred, disconnected and given false promises with not one person following up. Worst customer service I ever dealt with. Very unfair to have to deal with as a 9 month pregnant woman.

      Business Response

      Date: 03/25/2023

      March 21, 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 3/21/23 advising provided 20% off coupons and $50 my funds as an accommodation.
      We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:03/19/2023

      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 $50 gift card on 3/12/23. Transaction did not go through but when I tried again, gift card balance was $0. Called that day and was told the money would be refunded within 24 hours. It was not. I called again 3/15 and was told the same thing. A week later, on 3/19, the money was still not back on the gift card. I was told to wait ***** hours by a manager. The representative was very short with me and was laughing at me. What a scam. They stole my $50.

      Business Response

      Date: 03/22/2023

      March 22, 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 3/19/23, the customer responded advising the issue has been resolved.
      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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