Complaints

This profile includes complaints for buybuy BABY's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  buybuy BABY

  650 Liberty Ave Union, NJ 07083-8107

• 

  buybuy BABY

  545 Route 46 West Totowa, NJ 07512

• 

  buybuy BABY

  240 N. State Rt 17 #1 Paramus, NJ 07652

• 

  buybuy BABY

  270 7th Avenue New York, NY 10001

• 

  buybuy BABY

  1915 Whitehall Mall Whitehall, PA 18052

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.

• Initial Complaint

  Date:02/03/2023

  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.

  On January 7th my wife and I ordered 3 pieces of furniture via Buy Buy Baby Website (order#BAB3970046349). We received 2 pieces (we have since canceled the 3rd item, a crib) and the shipping was a disaster. Both pieces were shipped in the rain and left on the driveway while rain destroyed the boxes they were delivered in. The dresser box was left upright even though wording on the box instructed "this side up" and was disregarded. Both boxes were drenched, ripped, and chunks were missing from shipping, dragging, and mishandling. Upon opening these boxes BOTH items were damaged with scratches, marks, and the dresser had very visible damage to it. I promptly called customer service again and again with little to no help. On the second time via phone the Buy Buy Baby representative said a return would be accepted only if we could rebox the dresser and changing table. As I tried to explain to the rep, the boxes were in no reusable form due to the deplorable delivery service. After some back and forth the rep offered me a 30 dollar credit for boxing and informed me "that was the highest he was allowed to go". I called ***** about my boxing needs and was informed to ship a dresser and changing table it would cost hundreds of dollars.On February 1st I again contacted for help this time via chat. I informed **** that there is no way I can rebox a dresser and changing table to be returned to fed ex. I again informed **** that due to the disgraceful shipping any boxes that came with the product were not usable. I was informed someone from home and delivery would be contacting me within 24 hours and this matter would be promptly taken care of (ref-230201-13214541). No contact has occurred

  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 partnered with the manager to process a pick up and the customer agreed om 2/10/23. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.
  
  Thank you

  Customer Answer

  Date: 02/15/2023

  [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. Let me be transparent here. Without the help of the BBB this matter would not be resolved and would still be ongoing. I am truly thankful for your help.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:02/01/2023

  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.

  When attempting to use a coupon at check out, the manager was very rude and unprofessional. The coupon was found under the my offers section of the buybuy baby app on my phone. The coupon stated $20 dollars off $80 dollar or more purchase. When the cashier scanned the coupon, it didnt work. The manager was standing right there. I asked, why would you have a coupon on the app that I cant use? The manager replied if it doesnt scan it doesnt work. So I repeated my question to which she just replied I dont know. She didnt try to look into the issue, to help the issue or rectify the issue. Just said I dont know and turned her back. At this point, I decided to not proceed with my purchase based on her attitude and response. I have had multiple issues at this location. I spend $1000 of dollars at buy buy baby but will not longer be a customer.

  Business Response

  Date: 02/10/2023

  February 10th, 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 2/2/23 and 2/8/23 asking the customer to provide details of the store they went to 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

  Customer Answer

  Date: 02/10/2023

  
  Complaint: 18967864
  
  I am rejecting this response because: I am not referring to the online request that was made to show an item that was purchased. My complaint was int regards to an in store encounter with a manager or assistant manager who refused to not only not honor a coupon, but did not have the decency to explain why the coupon was not being accepted. 
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 02/22/2023

  February 22nd, 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 2/2/23 and 2/8/23 however, the customer has not responded with the additional information that was requested. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.
  
  Thank you

• Initial Complaint

  Date:02/01/2023

  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.

  Back in November 2022, when I was 7 months pregnant, I ordered a rocking chair from Buy Buy Baby. When I placed this order it stated that the chair would arrive in January 2023, which was perfect since I wasn't due until February. In December, I received an email from ********** from ************* Operations stating that there was an issue processing the order due to Paypal and that I needed to provide a phone number with a date and time that I could be reached. I responded with my phone number and availability. I also called Bye Bye Baby's customer service number to see if they could rectify the issue but they said they could not help but that a member of the finance team would contact me. I never received a callback. I emailed 2 more times and got no response or phone call. I have called customer service over 10 times!! Each time they ask for my contact information so the appropriate person can look into the issue and call me back and each time I receive no callback. I asked to speak to a supervisor and I was put on hold for 15 minutes, only to have the representative say that all managers are in a meeting, give me your contact info and a manager will get back to you. I said I would rather wait on hold for as long as possible only to be hung up on 10 mins later. I now have a newborn but no rocking chair for his room. I have nowhere to sit and feed my baby because Bye Bye Baby does not care about its customers. I am completely outraged at how I have been treated. The company made thousands of dollars off me and my baby registry. The customer service of this company is absolutely atrocious. As if it's not hard enough dealing with a newborn, I now have to spend hours on the phone trying to get a product I ordered back in November. And the most infuriating part is that I still don't even know what the issue is because I have yet to speak to a single person that can assist me. I just canceled my order and I plan on never using bye bye baby again.

  Business Response

  Date: 02/08/2023

  February 8, 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 2/2/23 advising the order was cancelled due to being out of stock. Provided customer with $50 to their account as an accommodation and the customer accepted. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.
  
  Thank you

  Customer Answer

  Date: 02/08/2023

  
  Complaint: 18967235
  
  I am rejecting this response because:as discussed with ********, the reason for the cancellation was NOT due to shipping delays, but rather because I personally cancelled the order as it was impossible to reach anyone at BuyBuy Babys finance department to process my order after numerous attempts over the span of more than 30 days. Each and every time I called BuyBuy Babys customer service line, I was assured someone from finance would reach out to me - either within 48 hrs or the day of my call. Never received a call. In addition, not until after the expected delivery date was I then informed that there was no expected delivery date despite being told the item would be delivered in January when I initially purchased it in November. As discussed with ********, the $50 certainly did not rectify the situation. I had ordered this chair back in November, purposely purchased it at that time in order to receive the promotional discount available during Black Friday/Cyber Monday. I now purchased a chair through Amazon and had to pay full price as there were no available discounts, costing me hundreds of dollars more than I originally intended to spend. Here we are in February, baby has arrived, and I have nowhere to sit. All around this has been an extraordinarily frustrating experience and I would not purchase such an item from BuyBuy Baby again.

  
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 02/08/2023

  February 8th, 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 2/8/23 advising we are out of stock of the item which is why the order was cancelled. Apologized to the customer that the previous agents provided incorrect information. Customer was offered $50 in My Funds  as an accommodation to their account which they accepted. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.
  
  Thank you

  Customer Answer

  Date: 02/10/2023

  
  Complaint: 18967235
  
  I am rejecting this response because:no one named **** reached out to me on February 8th as BuyBuy Baby has alleged. 
  Again, the reason for the cancellation was not due to shipping delays but rather because I called BuyBuy Baby numerous time to rectify the situation, to no avail. It was then when I requested my order to be cancelled. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:01/30/2023

  Type:Product 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 have spent two hours talking with customer service over the past month, with nothing to show for it. Issues:1. Gift card received with no money on it. Spent over an hour with an agent and they finally agreed to send me a new card, only to not do so. I called and chatted three more times, only to finally learn that the gift card was out of stock and the original purchaser had been refunded. No follow-up with me despite promising each time that they would send me more information over email.2. Item appears on registry thank you list, but never received. Spoke to agent over phone, they promised I would have an email confirming my issue within 24 hours. Never received this confirmation, and the next time I called they had no log of this conversation, and said they didn't see such an order and couldn't help me.If nothing else, I just want to be compensated for my time lost. This has been such an aggravating experience, and I've never experienced anything like this before. I'm hanging onto a thread with BBB because I don't like Amazon, but they could not be making it more difficult to do so.

  Business Response

  Date: 02/10/2023

  February 10th, 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 2/10/23 advising she can provide them with $100 credit for the gift card, the customer accepted. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.
  
  Thank you

• Initial Complaint

  Date:01/30/2023

  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.

  this is my second complaint in the month with buy buy baby trying to get a resolution. My over 300$ bassinet that was order off my registry to my house after a whole month of dealing with this horrible companys customer service has still not yet arrived. I am pregnant and have to deal with calling 2-3 times a dag to get someone to fix the problem then they mess something else up its insane this has been going on since January 4th when it was orderd they just have no idea about their job i told the woman that replied to my last complaint that my bassinet is not sending and she send me the tracking number that i already have. dub that how i know its not moving. now fed ex tells me its a smart post package and only buy buy baby can investigate why it hasn't left the fed ex location to make sure its sent to me after they told me id receive it today i knew this was going to happen seems like she diddnt understand what i said. dont bother calling customer service youll get someone who doesnt know how to do their job I spoke to literally ****************************************************************************** the store screwed up my registry address they just cant do anything right at this company totally incompetent people working here.

  Business Response

  Date: 02/08/2023

  February 8th, 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 1/31/23 the customer advised they picked up the bassinet however, they wanted to be accommodated. An accommodation order for the diaper genie was processed and delivered on 2/2/23. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.
  
  Thank you

• Initial Complaint

  Date:01/30/2023

  Type:Delivery 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 made an online purchase from Buy Buy Baby. When I purchased the items they gave me a delivery date from8/31-9/2. Which was in the time frame I needed the items. Now that time frame has passed and Im trying to cancel my order. I have emailed them with no response. I have called numerous of times and even stayed on hold for an hour with no answer. I also contacted the in-store customer service only for them to tell me that I that they cant cancel my order and that I have to call or email. Which is have to no avail. When I purchased by items with the false advertising of their delivery dates and now realizing that was a lie and Now all I want to do is cancel my order so my money isnt pending and I cant ** I cant get anywhere with the company!!

  Business Response

  Date: 02/02/2023

  February 2, 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 1/31/23 advising that the order was placed on 8/30/20,since it has been 2.5 years of the order being placed, the customer was offered a 50% refund however, they have 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:01/26/2023

  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 went to ************************* to complete a baby registry and had the worst experience and continue to pay for the one employees mistakes. When i got there the registry woman had no idea how to sign up my registry at all she was hitting the back button when the computer said not to and blaming it insisting she could do it after the store manager came twice to help she said no. Turns out she made two registries and one was hooked up to my bed bath and beyond reward which had a different adress. I went to scan items and i was unable finally the store manager had enough after her wasting two miserable hours of me sitting with her trying to figure out how to sign up a registry, she put my bedbath rewards zip code and my now adress so people were sending gifts and they were getting lost in transit and on hold etc. Fast foward to now i had to call at least 14 people only two were helpful one guy even was eating on the phone then when i asked him about the items purchased he said ur account is ok mam but thats not what i asked. Now my items are still not processed on hold after finally someone realized the adress and changed it stuff is on hold still my 300$ bassinet is stuck far away at fed ex in pa and one guy even told me my orders were canceled today cause of incorrect adress which after speaking to someone else i found out was not true he just made it up. The store manager only gave me 25$ gift card for the womans mess up and have this huge major stress being on the phone with so many people from buy buy baby for hours because this one employee was incapable of doing her job. The stress i have endured with incorrect info on the phone thinking things were finally fixed yet a week later i see they're not . please someone just fix my items on my registry and ship them to my house thats all i ask and remove that woman from ever having to make someone go through this and ruin the experience and surprise of a baby registry like she did to me.

  Business Response

  Date: 02/08/2023

  February 8th, 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 1/31/23 the customer advised they picked up the bassinet however, they wanted to be accommodated. An accommodation order for the diaper genie was processed and delivered on 2/2/23. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.
  
  Thank you

• Initial Complaint

  Date:01/24/2023

  Type:Delivery 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.

  My issue is to do with an order complaint I placed an order on January 23, 2023 for three items one of them was supposed to be for a pick up and the other two items were supposed to be same-day delivery. Today is January 24. it is 2:30 PM and my order still shows as it's pending process I have not received any email verifications about it nor have I heard any improvement in my order status. I've contacted customer service and spoke to several different individuals since January 23, 2023 and I'm still calling today January 24, *************************************************************************************************** from phone call to phone call and this purchase was not cheap, nor was it solely a personal item for myself. Some of it was a gift for a friend and this is embarrassing that I couldn't present a gift on the day of in event for a loved one due to the poor service from buybuy BABY customer service I don't want to have to take a this legally so I wish you guys could help me out and solve my issue for me.

  Business Response

  Date: 01/26/2023

  January 26th, 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 - **********************************# ********
  
  Our customer service representative ********, reached out to the customer via email 1/26/23 advising their account has been cleared and they can place new orders, also accommodated the customer with $25 to their My Funds 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: 01/26/2023

  
  Complaint: 18890296
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/23/2023

  Type:Product 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 11/2/2022 I purchased a welcome rewards plus membership for $29 a year that will auto renew. The membership never showed on my account and Ive went to the store and contacted customer service 3 times. **************** explained that when the store setup up my membership they entered the wrong email. **************** nor the store has given me any answers has to how this can be fixed and just more or less told me to purchase another membership even if i purchase another membership that would not rectify the problem as this will auto renew and I cant even cancel it because I do not have access to it. All I want is to be able to use what I paid for. I do not have a receipt only a credit card statement for the $500 transaction that was made that day plus when I call with my phone number is says thank you for being a welcome rewards plus member.

  Business Response

  Date: 01/31/2023

  January 31st, 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 1/24/23, 1/25/23 and 1/27/23 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:01/22/2023

  Type:Billing 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.

  1/21/2023 I was just randomly charged my debit card $895 from this company, I have never shopped with them or knew they existed and I am not the only one who has been scammed by this Company. They did multiple charges till my account was empty, and of course on a weekend when banks are closed. They need to be investigated. I am locked out of my Bank account til Monday and can show the charges from the business in their name.**************************************************

  Business Response

  Date: 02/10/2023

  February 10th, 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 1/23/23 and 1/27/23 advising the customer to contact their bank directly regarding the fraud transaction. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.
  
  Thank you