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12-10-2012 at 8:41 PM
Kingston54
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Babies R Us/Toys R Us will never get one dollar from me again :)

I have been trying for over a week to order the remaining items on my registry using my completion discount.  I never recieved a card in the mail and have sent 5 different e-mails trying to get them to send me the card/a code, etc.

Finally I made time tonight to call them - they told me they do not have codes, cannot give codes and my best bet would be to drive over an hour to the nearest store to get the code from there or to buy things in store.

I even talked to a supervisor who said she was "sorry to hear" that I would never patronize BRU/TRU again.

I am disgusted at what horrible customer service they have.  I will never order anything from either company again.  Amazon's prices, service, and speed are much better - so it's an easy decision.

Has anyone else had such horrendous experience with BRU?
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12-10-2012 at 8:53 PM
MrsBigTime
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I hate them as well and think their customer service and general untidiness of their stores is absolutely unacceptable. Just because they're one of the only baby-specific stores doesn't mean they can be so terrible. They screwed me out of my completion discount as well, so from now on, it's Amazon or a local shop for me too!
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12-10-2012 at 9:15 PM
ilenegrace
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Wow! Entitled much?
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12-10-2012 at 9:23 PM
AmberthePl...
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I know when we registered at BRU the lady helping us told us to put down our shower date as our expected arrival date otherwise we wouldn't get our completion coupon until after the baby was born. Not sure, but maybe this is why you didn't receive it yet.
 
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12-10-2012 at 9:24 PM
Courtneybe...
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MrsBigTime:
I hate them as well and think their customer service and general untidiness of their stores is absolutely unacceptable. Just because they're one of the only baby-specific stores doesn't mean they can be so terrible. They screwed me out of my completion discount as well, so from now on, it's Amazon or a local shop for me too!

I didn't get a completion code for Amazon (I used them for all of my large items), so that's a bust as well. Local shops are always better, IMO. Yes, you may pay a couple of dollars more per item, but think of the family that owns the business who actually benefits from your spending.
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12-10-2012 at 9:31 PM
hasenpheff...
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Courtneybelle:

MrsBigTime:
I hate them as well and think their customer service and general untidiness of their stores is absolutely unacceptable. Just because they're one of the only baby-specific stores doesn't mean they can be so terrible. They screwed me out of my completion discount as well, so from now on, it's Amazon or a local shop for me too!

I didn't get a completion code for Amazon (I used them for all of my large items), so that's a bust as well. Local shops are always better, IMO. Yes, you may pay a couple of dollars more per item, but think of the family that owns the business who actually benefits from your spending.

I didn't get my completion code from Amazon till I was 36-38weeks I think. It'll just show up on your registury
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12-10-2012 at 9:50 PM
sthomas122...
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Have you ever been on their facebook page? It's nothing but complaint after complaint after complaint. I'm still registered there but thankfully not many people bought anything from there. Most opted for Target which is much much friendlier. But yes my sister told me to put the arrival date about a month ahead of schedule. So, I got my completion coupon in the mail last week, at 31 weeks... Haven't gotten Target or Amazon yet though. But that's ok b/c their prices are better without coupons anyways and BRU selection of cloth diapers is abysmal and they really push formula on you, too...
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12-10-2012 at 10:07 PM
Kingston54
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ilenegrace:
Wow! Entitled much?

I don't understand what this means.  If they offer a completion discount, I don't think it's unreasonable to feel I should get it - especially when spending several hundred dollars there.  I do feel entitled to good customer service when my hard-earned money is being spent there.

I am glad others feel the same way.  It will be Amazon or local shops for me from now on.  I am definitely going to check out their facebook page.  Thanks for that tip.
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12-10-2012 at 10:19 PM
saturdayni...
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I have sworn them off a thousand times. After registering there for DD, I did we'll avoiding the place, but then we moved and had another baby and I needed to go there on occasion. Customer service is always terrible, online is a different company than the store, you really just have to get lucky and find one of the few decent employees to get anything accomplished. I've been back for diapers lately because with store coupons, manufacturers coupons, gift card incentives, and the vib card I have been able to get some pretty sweet deals. I REFUSE to buy things from toy r us though, over priced and terrible customer service! 
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12-10-2012 at 10:19 PM
ehicks
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I can see both sides to this. Yes its really frustrating that you have yet to receive your coupon but give it time, it really could be on its way. 

I work retail so I guess I understand when stuff like this happens. I get that they can't give a code over the phone because how do they REALLY know its you? Or that they didn't already send the coupon and think you're hussling to use it twice? I mean I know you aren't but I'm sure they get this stuff a lot.

They called me and said mine was on its way about a week ago and I haven't gotten anything yet. But I'm hopeful it will show up within the next two weeks. I'd like to get some shopping done.

I deal with a lot of crazy complaints and issues daily. Some of it is our fault and some of it is just people wanting to work the system, so its really hard to know when to give in or when to stick to policy. I guess they think... if we gave the code to EVERYONE who called saying they never received theirs, then what is stopping any Joe Shmoe off the street from doing this just to get a discount?

Its annoying, I'm sorry, I understand! Also... keep in mind that working retail over the holiday is the WORST! These people are probably dealing with a lot right now. 
 
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12-10-2012 at 10:25 PM
MrsMuq
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We have quite a few BRUs in our area, but the svc varies from store tor store.

They told us they generally send completion coupons 2-4 wks before your anticipated due date. We were able to get ours early in-store and buy what we (thought) we needed.

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12-10-2012 at 11:08 PM
Bride-hild...
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 I'm sorry to hear this! Poor customer service is obnoxious! Heaven forbid they give you a freaking discount! 

DH and I went to BRU to look at strollers. Their anti-theft do-dad cut BOTH of us! Because it was sharp. And right after we both got cut a clerk came over to see if she could sell us a stroller or what have you. We told her the do-dad cut both of us. Her response? I don't remember. It was like, "Sorry about that," or something, but I work retail and I would be horrified if one of our products cut a customer! I'd at least offer them a Band-aid! 

Anyway, I figured she was just lame. I still shop there, and last time I went the do-dad on the stroller was gone. 
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12-11-2012 at 12:44 AM
ta78
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I hate BRU.. my coupon code didn't even work and I just didn't have the patience to go into the store and complain for a stupid 10% coupon. I usually just shop on Amazon.
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12-11-2012 at 5:51 AM
amcourt09
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I don't like BRU because of how long it took me to get them to return things from my registry. I didn't have the receipt for some of the things I wanted to return BUT they were listed as purchased on my registry. After an hour, they ended up accepting most of it but I still had to go back to a few people to get receipts. It was embarrassing. If it hadn't been high ticketed items like a monitor, I would have just kept everything.

We just recently had a Buy Buy Baby put in in my area. I love them! Their customer service is so much better. It took me 5 minutes to return unwanted items from m shower and their coupon policy is much better as well. 
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12-11-2012 at 6:58 AM
mrsmcdonal...
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I agree that there's probably not much they can give over the phone, in regards to codes and things like that. 

I agree with one of the PP - the customer service must depend on the BRU store. I've never had issues with them and have gotten really good service. No issues with returns (even without a receipt), as it got close to the due date, I went in and explained I hadn't gotten the completion coupon, so they gave it to me on the spot.

When I did have issues or concerns regarding a particular return, I killed the salesperson with kindness and tried to understand where they were coming from - working in retail for almost minimum wage can't be easy - and usually, they would work with me on whatever issue I had and I got what I wanted. But like I said, I was always super nice and respectful - not entitled, and you do sound a little entitled about the whole thing. Do you think they ultimately care if you don't patronize their store? No, they don't, honestly. It just comes across as rude when you make threats like that to a person who may not even have control over the situation.
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12-11-2012 at 7:04 AM
graciesmur...
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AmberthePlanner:
I know when we registered at BRU the lady helping us told us to put down our shower date as our expected arrival date otherwise we wouldn't get our completion coupon until after the baby was born. Not sure, but maybe this is why you didn't receive it yet.
I was told this as well and my coupon came in the mail 3 days after the date that I gave (which was 1 week before my shower).
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12-11-2012 at 7:45 AM
bloomraise...
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I did my "completion" shopping trip last weekend, and found it hard to locate some items I had put on registration. I insisted the do the discount on the next closest thing, diff color, larger size diaper pack, etc, if they were out of my exact item. So, they did. Took 15 percent off every item in my cart, actually. I didn't buy any large items there, maybe that's why they didn't mind doing it. Overall, a pretty poor experience in the store and on the phone, every time. Would not bother or recommend.
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12-11-2012 at 7:52 AM
kimmlet
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I tried to use my completion coupon this past weekend online and it kept telling me it was invalid and wouldn't apply. I called customer service and one, the woman didn't understand what a registry completion coupon was and had me go through my whole order with her over the phone then she tried my code and it didn't work then put me on hold and hung up on me. I tried calling back 3 more times and the wait time was over 30 minutes and one chick hung up on me again.

I called Monday morning from work and just left it on speaker phone, I was on hold for about 20  minutes, and actually got a very helpful person. He said that he'd have to place the order for me and took care of it, applied the 15% discount without asking for my code and completed my order without any additional headache.

I can't say that I'm going to be a regular BRU shopper because the whole ordeal was very frustrating but I really wanted a specific pack n play which no one else seems to carry and I wanted my discount. I got both after some fighting so I'm happy.

I'd try calling their hotline during the week in business hours and say that your code isn't working, not that you didn't get one. They can look at your registry and see that one hasn't been applied. Hopefully that will work for you.

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12-11-2012 at 7:54 AM
jinnymb
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They are the worst ever!!!! I can't even go in there until I'm close to my due date cause they raise my blood pressure so bad, ahhah.

I think they have the worst customer service, coupon policies, return policies, etc.. of any store I've dealt with.  It blows my mind cause they must make at least a $1000 on almost every baby born in the freaking USA!

I always tell people to use Buy Buy Baby if they can.  It is Bed Bath and Beyond's Baby Store.  They have tons more of variety, it looks just like BBB but with baby stuff.  They let you use their coupons, BRU coupons, and BBB coupons.  They have excellent customer service etc...

 

 

 


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12-11-2012 at 7:54 AM
elmoali
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Like others said - it comes closer to your due date.  Can you imagine them giving out codes over the phone?  Everyone would be calling for one.
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12-11-2012 at 7:58 AM
JenniatONU
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Be patient with your code.

I didn't get mine until this past Saturday. I was 38 weeks, exactly. 


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12-11-2012 at 8:42 AM
Kingston54
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Thanks for all the replies. I feel better knowing it's not just me. I was pretty upset lastnight. I listed my due date as 12/1, so I definitely should have received it. I can understand why it would be unreasonable for them to give codes out all the time, but it would be placed through my email address and a one time use so they could track it that way...

Anyway I ordered at full price, just what I had in gift cards, 125... And ordered the other 400 from amazon.
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12-11-2012 at 10:07 AM
Charlotte0...
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Honestly I didn't get my Target or BRU code until after I had my LO. This time we registered and said 2 months early. I got my Target code Friday lol. We did not have a second shower, just registered for the items we needed so we could get the discount.
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12-11-2012 at 11:15 AM
mest1215
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i hate BRU, like u i now use amazon for all my needs! they are amazing in all categories!
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12-11-2012 at 11:59 AM
Wild_flowe...
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I didn't have a bad experience like that, but I went there yesterday to spend a gift card and pick up the remaining baby items I need and was very disappointed.  The things they carry aren't any better than Target or Amazon plus they were more expensive.  I don't know how they can survive with those prices.  Its ridiculous.  I doubt I'll go back. 
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12-11-2012 at 12:27 PM
kyoto
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Babies R Us is horrible. My local store is just.... dingy and dirty and I never liked going in there. I only went in there to spend gift cards. Order everything from Amazon - better prices on average, better selection, free shipping over $25 and you don't have to leave the house. ;)

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12-11-2012 at 2:45 PM
Aprilbaby9...
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Wow, that comes to a shock to me.
I love BRU, I shop there once a month considering they're about 30minuets away.
never had any problems with them whatsoever.
Also never had any issues with them online, because I never shop online.

Sorry to hear that though!
 
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12-11-2012 at 2:49 PM
beckajw
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ilenegrace:
Wow! Entitled much?

Entitled to what? The completion discount is BRU's policy.  It's all over the website and store.  They use it to entice you to register with them.  You register with them based upon their offer--you have accepted their offer.  They are required to give you the completion discount.  There is nothing "entitled" about expecting the store to live up to their end of the agreement.
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12-11-2012 at 4:12 PM
mlangs
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I had a great experience the one big thing I bought from BRU... it was even on Black Friday, So i can't get all the hate... the prices are typically outrageous there and I did not register there.

Amazon doesn't send you a code... it shows up on your registry and you follow the instructions and it tells you what it works on... it does not work on everything.
 
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12-11-2012 at 4:24 PM
sofamonkey
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graciesmurf:
AmberthePlanner:
I know when we registered at BRU the lady helping us told us to put down our shower date as our expected arrival date otherwise we wouldn't get our completion coupon until after the baby was born. Not sure, but maybe this is why you didn't receive it yet.
I was told this as well and my coupon came in the mail 3 days after the date that I gave (which was 1 week before my shower).
Yup, I asked about the mail out date of the completion coupon, and was told 2-4 weeks before my due date. 

I see no reason that they should have given you the code over the phone.  

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