The customer service department is very rude. Will not return any item in its original packaging accompanied with the receipt if it is after 90 days. When you have just given birth to a child it is very difficult to make returns within that time frame. Buy Buy Baby has a much more realistic return policy and their customer service department is much more professional!

The return policy at babies r us is unbelievable. If you register there you have to make sure to ask all your guests to provide gift reciepts incase you get doubles, but how tacky is that? I myself find it rude it's like saying "Just incase I don't like it" They will not return exchange or give you a merchendise credit w/o a reciept. And they claim they can look it up if it was purchased through the registry but half the time the cashiers don't do it right or for whatever reason it doesn't go through so there is no way for them to look the purchase up. Completely unsatisfied. Will NEVER shop there again.

Here is a copy of the letter that I sent to the Babies R Us complaint department:

I am writing in regards to the unsatisfactory experiences I have had with Babies R Us and the gift registry, and the unsuccessful attempts I have made to resolve the issues with the store directly.

My brother and his girlfriend and expecting a baby so they created a gift registry at the Babies R Us store located at 2335 Market Place Drive in Rochester, NY (store # 9281).

On May 28, 2009 one of the family members of the mother to be traveled to this store (an approximate 35 minute drive), printed off a gift registry and purchased the following item from the registry: Eddie Bauer Endeavor Travel System Stroller – Preston, By: Cosco Inc, Item #: 255095 for $219.97. The gift registry was scanned at the time of purchase. The guest took the stroller home and attempted to assemble it, but found that the stroller was broken and needed to be returned to the store (another 35 minute drive). The stroller was returned and they took home a new stroller. This is where the problem begins – we later discovered that when the store associate returned the broken stroller and rang up the transaction for the replacement stroller, he never scanned the registry to mark it as purchased as he should have.

Without having any knowledge of the above situation, I traveled to this same store (an approximate 35 minute drive for me as well) on June 1, 2009, printed off a new gift registry and purchased the SAME item from the registry: Eddie Bauer Endeavor Travel System Stroller – Preston, By: Cosco Inc, Item #: 255095 for $219.97. I unknowingly purchased the same item because of the mistake made by the previous sales associate who did not scan the registry. A few days later I learned after talking to the family that I had wound up purchasing the same item so I ended up making another 35 minute trip back to the store to exchange it for something else.

When I returned to the store I explained the situation and expressed my frustration to the sales associate. She was empathetic, but all she could do was return the stroller and offer me assistance if I needed help finding anything else. She assured me that she would make sure the stroller was marked as purchased so that no one else would end up in the same situation. So when that was all said and done I returned to the kiosk to print another new gift registry. To my surprise, the same stroller was STILL marked as NOT PURCHASED. I returned to the service desk to advise that it was STILL showing as not purchased and she started to have an attitude with me. At that point the manager was near by and overheard the situation. The manager was nice enough to present me with a store coupon that I could use for my next purchase. I ended up spending the replacement value of the original stroller that I purchased that day which was approximately $200. The manager completed the sales transaction before I left the store and she assured me that she would mark the item as already purchased on the registry. She also took the time to enroll me in the Rewards R Us program since I am a frequent shopper.

At this point I assumed the issue was resolved and this was all behind me. However, on June 7, 2009 I logged on to babiesrus.com and view the gift registry and I found that the stroller is STILL MARKED AS NOT PURCHASED! This means that a 3rd person could now go out and buy the item and end up in the same situation we were in! This is not acceptable service. Between the two of us we both traveled at least 100 miles and wasted a lot of valuable time. Not to mention, all together we have spent a lot of money in this store. I am also expecting a baby myself and I had planned to do my gift registry at Babies R Us, but now I am not so sure that I want to take the chance of putting my guests through something like this.

This is actually not the first time this has happened to me – at this same store. About a year ago I ended up purchasing the same item for a friend as another person, both off the gift registry. We couldn’t figure out how it happened and didn’t really look too much into it thinking that it might have been some fault of our own, but now that I look back it most likely wasn’t that at all – it was probably the fault of a Babies R Us sales associate. Also, the last time I was in the store for an unrelated purchase, I also overheard another customer complaining of all the trips she had to make back and forth to this store due to finding that her merchandise was broken after getting it home.

Lastly, my other complaint is that I cannot get the Rewards R Us website to recognize my membership. I have tried registering my card several times so that I can go back and log previous purchases to get my rewards, but each time it just tells me “member not found”.

I hope that you will do something to correct this issue for future customers. The manager that I dealt with felt that there are issues with the gift registry system. I personally don’t think there is anything wrong with the gift registry system itself, I think was the little mistakes made by your sales associates and the faulty products that have that put a bad taste in my mouth about shopping at Babies R Us. I live in a fairly populated area but this is the only Babies R Us store so it’s not like I can shop at another store and just hope for better service – only having one store in this area means that you guys have to get it right the first time or else you may lose a customer for good.

My girlfriend is registered at babies r us. I thought I would pull up the registry online first to see what items she had registered for. I saw a diaper bag/backpack for $35.99 which was exactly what I wanted to pay for a gift for her. I saw that shipping was $6 so I thought I would just go to the store which is near me and buy it and save myself the shipping cost.


The only comment next to the item online said "Hurry this item is on sale only until 2/21/09". So I go to the store and just to make sure no one has bought one since I printed the registry at home I decided to print another one in store. I saw on the printout that the backpack was $44.99. So I asked the store manager what the price was and she told me that online prices are different than in store but they would match the price but have to charge me the shipping fee that I would have incurred if I had ordered it in the comforts of my own home! Even though they have it in stock and I could buy it there they had to charge me the shipping costs! I was in disbelief. Another customer was also arguing with a sales clerk during my visit there about the same lame policy. So I bought something else and went home. When I got home I decided to call the 1- 800 number to ask where in the registry does it say "This is an online price only" so the supervisor tells me yes it is there. She said first you have to click on sitemap and then click on help and click on pricing promotion disclaimer and then it says "However from time to time, pricing, promotions, and styles may differ between the online stores and our actual store locations." I can not believe this is how they treat their customers. I will never buy from Babies r Us ever again.

Babies R Us has a new return policy they put into action in August 2008. Over the years I've purchased several items from them in store and spent thousands. In the past I had never had a problem with any return. However, now they have a new return policy which they have neglected to inform their customers of and, as such, I am not able to return one of my items I purchased since it's just past their new 90 day return policy. I phoned the company's corporate headquarters earlier in the week and have yet to hear back from them.