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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:03/13/2023

      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.
      We had the store place an order for the entire set of Soho Baby ******* furniture (crib, dresser, changing top, nightstand, conversion kit) on 12/28/2022. They had told us that it was backordered at the time, which may or may not have been true as I could have ordered it myself online for delivery in two weeks, but figured they knew what they were doing. We were able to get the crib, dresser and changing top as they had those in stock at the store, but needed to wait for the nightstand and conversion kit to arrive. It has been 2 and a half months and a lack of communication and we still have no idea whether or not we are going to get the rest of the furniture we paid for. I had to place an additional order for the conversion kit online and it came within 5 days. It is completely unacceptable to think the store is unable to get any inventory of this or the nightstand in a 2 and a half almost three month time period. Every time we have called we have gotten no information or follow up from the store on where our products are. It has been completely unacceptable and frustrating to say the least. We also ordered a chair at the same time and they were even worse about communication with that. We had to just cancel it because it was 3 weeks over its guaranteed delivery date and no one could tell us if they could even make the chair. Absolutely horrible. The order number for this is BO30651228202207Go. I would like a refund for the conversion kit that we purchased and received on our own and I want the nightstand we have been promised.

      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 3/13/23 advising they contacted store leadership to provide a refund. The store refunded $590.54 and the $75 to cover the cost of shipping.
      We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

      Customer Answer

      Date: 03/29/2023

      [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:03/13/2023

      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.
      Date of Transaction: June of ******************************************************* August of 2022, they confirmed they received the item 8/18/22. They have not yet refunded me for the item they confirmed they received.I have called ******************************************************* and apologize that it was an error on their end. They tell me it will be **** business days before I get the refund. I wait the 10 days to find out once again I did not receive the refund. This company is a complete and utter fraud. They have confirmed to me countless times they received my item and see that I have not been refunded and that it is an issue on their end. I received a personal email on 02/27/23 apologizing and being assured that I would be refunded this time, only to be lied to once again. I would appreciate assistance on getting a refund. Refund amount: $118.10 *************** is CEO

      Business Response

      Date: 03/16/2023

      March 16, 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 3/13/23 advising they reached out to PayPal who confirmed the issue has been resolved. The customer responded on 3/16/23 stating it was resolved on their end.
      We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:02/28/2023

      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 $168.75 in gift card / merchandise credit and placed two orders (BAB3977123636 and BAB3977123783), both of which were cancelled because the company claimed they couldn't verify my billing information. However, there was nothing to verify as this was merchandise credit that was on file. Besides the two orders being cancelled, the company has not reimbursed me for either the $168.75 or 3+ hours spent on the phone with four inept customer service representatives who still have not been able to resolve my situation within 48 hours. Furthermore, I have emailed both ************************ and ******************************************** neither of which has responded to any of my emails. As a customer and past investor in the company, I expect not only reimbursement for the cancelled orders but also recompense for significant time wasted.

      Business Response

      Date: 03/07/2023

      March 7th, 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 2/26/23 advising they removed they removed the issue with the customers account that caused their orders to be cancelled/refunded the funds back to the customers 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:02/22/2023

      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.
      I was given a gift card to Buy Buy Baby for $50. Before the order was place, by just applying the gift card to a cart, the balance was taken to $0. Once again, no order was placed. Every time I call, I get told that they can see no order was placed and a supervisor will put the funds back on the card within ***** hours and that I will receive an email which never happened. When I asked to speak to the supervisor on the third time calling, the person kept avoiding that and wouldnt let me speak to one. The gift card remains at a $0 balance despite never being used.

      Business Response

      Date: 02/24/2023

      February 24th, 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 on 2/22/23 advising the agent the customer spoke to on 2/21/23 that they would reapply the $25 my funds however, the customer refused.We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:02/20/2023

      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.
      2-12-22 Ordered in store - Baby Bed, night stand, dresser toddler bed rails, bed rail conversion from toddler to full; I still have NOT received night stand, and rail conversion from Toddler to full; original delivery was to be June 2022. Then told September 2022, then told possibly December. Called again, stated February 10 2023; called again, they cannot tell me any dates as vendor is not shipping to them due to their financial issues; this is unacceptable; IF we cannot get the remaining pieces - in a timely manner, we want to return the entire purchase for a refund; This is for the Westwood / ********* collection

      Business Response

      Date: 03/07/2023

      March 7th, 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 2/20/2 advising they partnered with the store as the item was on backorder with them. The store manager advised they will refund the remaining amount of $387.08 and will be covering the cost for the customer to get the items from a different retailer.
      We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:02/15/2023

      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.
      Ordered a baby gift for $65 on my nephew's registry on January 28, 2023 (Order # BAB3973426472) and received a confirmation email that the gift was sent standard shipping to my nephew's address. I learned today (Feb. 15th) that the gift had never been sent because it was part of a "Ship or Swap" feature on their registry that the consumer is not made aware of when purchasing gifts. I learned today that, instead of my nephew receiving the gift that I thought I purchased for him, BuyBuy Baby is essentially putting that $65 towards a larger gift that my nephew and his wife may want to purchase in the future. I contacted BuyBuy Baby and they have been completely uncooperative, stating that my nephew and his wife set this "Ship or Swap" feature up when they created the registry. This practice is wrong and basically unethical for many reasons. BuyBuy Baby did not tell me about this feature online when I ordered it, nor is it on my receipt (the receipt simply tells me what I ordered, what I was charged, and that it was being sent to my nephew via Standard Shipping). Omitting the "Ship or Swap" information is misleading to consumers, and saying you shipped the item when you did not is fraudulent. I purchased the item because I wanted my nephew to have it -- BuyBuy Baby essentially converted my purchase to a gift card, which I did not want. Not only is BuyBuy Baby still accruing interest from my $65 purchase, but I have read that they deliberately raise their prices when customers DO try to make purchases using the Swap feature, so the company profits another way from this nonsense. I purchased an item on the registry in good faith from this company and they are giving misleading information and engaging in fraudulent practices. I asked for a refund so I could purchase the baby's gift somewhere else and I am being told that there is nothing they can do. I'm supposed to be content with the fact that I thought I was buying a beautiful baby gift and I wasn't.

      Business Response

      Date: 02/28/2023

      February 28th, 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 on 2/15/23 educating the customer on the ship or swap options and confirmed the registrant was able to purchase the gift card and has already received it. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

      Customer Answer

      Date: 02/28/2023


      Complaint: 19413240

      I am rejecting this response because:

      I did not need to be "educated on the Ship or Swap option".  I know fully well how it works and raised numerous valid issues to *********, the customer service representative, who led me to believe that she took those issues seriously and communicated them to the proper departments.  In this poorly-worded response BuyBuy Baby avoids responsibility for this deceptive and misleading practice of "Ship or Swap", where customers think they are buying a gift for loved ones on a baby registry when (unbeknownst to the customer) in fact they are essentially purchasing store credit in that amount, which allows BuyBuy Baby to manipulate the registrants in numerous ways when it comes time to redeem their gifts.  BuyBuy Baby also deceptively tells customers that the gifts that were purchased were shipped to the registrant, which is also completely false.  Overall, this is a disappointing and irresponsible response from this company.



      Regards,

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

    • Initial Complaint

      Date:02/13/2023

      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.
      Sending my second complaint email within a month and hoping this one isnt ignored like the last one was. Why is my registry still not visible & what is the status of the ticket 230213-13331617 your team claims they submitted??I have multiple family members contacting me after receiving their invite to the baby shower who cannot see my registry. Still waiting on a response about what the exact issue is. Im seriously regretting choosing your store for my baby registry when everything with your website, availability of items in stock and customer service have all been severely lackluster all while this is supposed to be an exciting time for me. I havent had awful registry experiences like this with any other site of a huge corporate company. Do I have to contact corporate directly to get a response or get this resolved?? Really hoping to hear back from someone ASAP so I dont have to add more stress on myself while pregnant since this whole registry process has been nothing but a headache.

      Business Response

      Date: 02/17/2023

      February 17th, 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 2/13/23 advising the update on their registry and accommodated the customer with $50 My Funds. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:02/13/2023

      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 got a gift card for a parent for my baby shower and have been trying to place an order for the last 2 weeks. every time the order is processed they keep cancelling my order automatically and sending my gift card funds to a wallet on my account. I went thought there entire process which required me to open a ticket and wait 72 hours for there back end team to correct the issue which they did and said I can go ahead and place the order after 3 to 5 business days. So I did and now once again it has been cancelled. there call center is in *************** and one of the advisors told me to company was about to go under. Went online and read about it and its true there shutting down so at this point im pretty sure this company plans on closing down keeping the funds to themselves and not providing anyone products who have gift cards.

      Business Response

      Date: 02/17/2023

      February 17th, 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 2/13/23 advising the previous supervisor accommodated the customer with My Funds for the inconvenience. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:02/07/2023

      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.
      ******* AND ******* ARE EXTREMELY UNPROFESSIONAL, **** AND LEFT ME THREATENING VOICE MESSAGES. They accused me and my wife of stealing a crib when they forgot to change us for it ( we paid by credit card and were not paying attention to exactly what we were charged for ) We went in they charged us for one crib when we wanted two ( we were unaware of this and told them that we would check with our credit card company because we did not have the receipt). They called me the next day and told me that I have to pay for the second crib when I pick them up. When I arrived to pick them up I told the woman who was helping me that I needed to pay for the second one. She told me that both were paid for and they loaded them into my trick and I went on my way. The next day (Saturday) they called again nasty, rude, and unprofessional by accusing me of stealing. I told them i would check with my bank. Banks are closed early Saturday and all day Sunday. They called me Monday morning telling me they are going to take further action against me. Very unprofessional. There mistake turned into me feeling like/accused of doing something wrong. Dont shop here its not worth it. They will harass, threaten, and abuse you.I need to speak to someone at the corporate level so I can settle this.

      Business Response

      Date: 02/17/2023

      February 17th, 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 2/7/23 offering My Funds as an accommodation however,the customer declined. ***** provided the information to the store so they can reach out to the customer and further assist. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

      Customer Answer

      Date: 02/17/2023

      [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:02/06/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made an online purchase on Black Friday 2022 (Nov 29, 2022). The total amount was for $349.70. Order number was BAB3955953693.On that day, there was big bold letterings plastered all over their website promoting an offer of getting a $100 gift card if you spend at least $300. With my order, I believe I met the qualifications of the offer.I never received the gift card. I contacted support multiple times and they always told me the same story - that they would submit my case for further review and I would hear back "soon". That never happened.Today, I spoke to a rep and pressed further on the issue. The rep was able to investigate the promotion further and stated that the promotion was valid during a period of time after Black Friday. Essentially, what the rep told me was that Buy Buy Baby was indeed promoting the $100 gift card for $300+ spend on their website on Black Friday, but there was fine print indicating it was actually valid for purchases made in a future period (I believe Cyber Monday).BuyBuyBaby clearly engaged in deceptive marketing tactics by promoting an offer on their website that was not valid on that day. Customers had to read the fine print to realize that they weren't actually getting the offer if they proceeded to make their purchase on that date. Had I known this, I would not have made my purchase.I would like BuyBuyBaby to credit me a $100 gift card. It was highly deceptive of them to be promoting an offer on their website that was not actually valid for that day.

      Business Response

      Date: 02/14/2023

      February 14th, 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 on 2/6/23 advising they have issued the My Funds to the customers account. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

      Customer Answer

      Date: 02/16/2023

      [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,

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

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