This has really been a rough day… I will be glad when it’s time to get under the covers and put it all, and myself, to bed.
This morning was, for a variety of reasons, a difficult one. Nothing was going right and it seemed like everything I touched went to pot. In fact, I sent a text to Andy telling him that I was having and awful day and was almost in tears. And it wasn’t yet 10 a.m.
Then, my friend IM’d me to let me know that there was a huge crib recall and I should check it out to make sure we didn’t have that particular crib.
Which, of course, we do.
So I started googling it to find out the deal… apparently one part is prone to breaking and that can cause the crib sides to come down and the baby could potentially get stuck. And one eight-month-old suffocated as a result. It said Delta would send a replacement part, but until then, “find a safe, alternative sleeping environment.” Which is awesome because most people have spare cribs lying around, right?
I decided to call Babies R Us to see what they had to say – I was hoping perhaps they would have the replacement part at the store. I called the customer service 800 number I found on their website, and I was immediately connected to a very friendly salesperson. I told him I had one of the cribs that had been recalled, and I was wondering what to do about that. He said that I should bring the crib to the BRU store that I bought it from and they’d give me a refund of the most recently advertised price of that crib.
“I don’t have a receipt,” I said. “I bought it more than four years ago.”
“That’s no problem,” Mr. Friendly replied. “Because it’s a safety recall, we take them back without question.”
We all know how fun it is to disassemble a crib, and I wanted to make absolutely sure that’s what I should do before I actually went through with it, so I called our local BRU store. Again, I said I had a recalled crib and needed to know what to do. Again, I was told to bring in the old crib and they’d replace it.
“I don’t have a receipt,” I said. “I bought it more than four years ago.”
“That’s no problem,” Local BRU Dude replied. “Because it’s a safety recall, we take them back without question.”
At that point I figured that I could take the word of two separate BRU employees and take the crib back. I talked to Andy about it, and he decided that he would disassemble the crib and take it to BRU to get the new one this evening, since he was taking the kids out to dinner over by the mall anyway while I had class. Ok great.
So after I finally got out of class (15 minutes late. As though two hours and 40 minutes isn’t enough), I picked up my cell phone and noticed that I had two voicemails and two text messages from Andy. My phone battery was almost dead and I didn’t want to waste it listening to the voicemail, but I took a quick look at the text messages and it was immediately obvious that the Babies R Us people were giving him the run around.
It turns out that when he went in the store this evening (with two kids and a cart full of crib, I might add), he went to the customer service desk. He told the employee at the desk about the recalled crib, and she said “We were giving people the Delta 2 yesterday, but let me make sure.” She then called up the manager, who told Andy that she had no idea who I had talked to but they weren’t replacing those cribs and we should call Delta for the replacement part, and to have a nice day. He again told her about BOTH of my phone conversations today and she basically told him it didn’t happen. He couldn’t get ahold of me, so he put both kids and the screwed up crib back into the car and went home.
When I finally got out of class and heard this, I called BRU immediately. I asked for the manager, and I detailed my previous conversations and expressed to her that we were just following the instructions that I had been given by two people over the phone. She and I went back and forth for quite a while – I was trying to get the point across that this was not our fault and I just wanted them to uphold their promise, and she came preeeety close to telling me flat out that I was lying about what I had been told. Eventually my phone battery died and I’m sure she thought I hung up on her, but nothing was resolved.
I might add that while this frustrating conversation took place, I came upon what must have been a car wreck, and the road home was closed and I had to find another route home. So I was driving down this tiny, twisty back road in the dark while my cell phone battery was beeping, my gas light was on and I was pumping my breasts – being accused of trying to screw BRU out of a crib. I was NOT AMUSED.
So I now have pieces of a crib in my living room and a baby sleeping in a pack in play.
I don’t know what to do. It seriously irks me that we went through the hassle of taking the crib over there, at their direction, and then we were treated so poorly. I just want them to do what they told me they’d do. That’s all. If they had originally told me to sit tight and wait for the part to come in the mail, that would have been a-ok. I don’t need a new crib, I just need the one we have to be safe for my baby.
So what do you think? Call corporate customer service? Let it drop? Toilet paper the manager’s house?
I got frustrated just reading this! You know, in the past, I probably would’ve just given up and gotten a new crib. But now, I stand up more for myself in these situations. I would definitely be calling corporate customer service. I mean, when you’re husband is disassembling a crib, taking two children, driving to the store, and then going back home with the same old crib after they told you to do that? HORRIBLE! Call ’em Emilly and let us know what they have to say for themselves!
MOST of the time, corporate customer service is much more interested in keeping you as a customer than the local store. Writing a letter has always been successful for me because I can go over it, make sure I’ve said everything, have someone else read it to be sure I’ve toned down the emotion enough, etc. Plus they can’t put me on hold 🙂
That is SO frustrating and I totally feel for you.
I say toilet paper the managers house…! Only kidding, but seriously… call the Corporate Office. This isn’t just something to let go… you gave them business and supported them by buying the crib there, as you could have EASILY purchased it elsewhere… yet, when a safety recall happens, they cannot back you up? That’s ridiculous. I’d be leapin’ on that phone making damn sure they clearrrrrrrrrrrrrrly understood my frustrations and that they absolutely would honor the safety recall and what two of their employees told you.
Get on that phone girl!
And, welcome to Blissfully Style as the new editor! I’m a newer contributor myself (just within the past week)! I look forward to getting to know you!
…Haha… Blissfully Style… Totally meant Blissfully Domestic | Style … You know what I meant…!
Oh geez, I really just screwed that up… my comments are meant for Jenny… 🙂 But hello Emily!
Definitely call corporate. If they give you the same answer as the other two customer service people (the “no problem” answer), ask them to intervene with the store. The lady at the store sounds like she didn’t handle things very well at all. If you have her name, I’d report her behavior as well.
Honey, I am so sorry! I can’t believe 2 people from 2 places told you the same thing and then the manager accused you of lying. I would be furious too! I would definitely call corporate in the morning. Let us know what happens.
Call back again, ask again – without telling them it’s you calling back and get a name. Call customer service, ask for a manager and get names. Always get a name!
So sorry you had to go through this!
Good luck!
I am just SO sorry. How miserable. This is why everyone hates customer service, nowadays. I would call corporate customer service, and then I would also write a “poison-pen” letter to their corporate office. Usually this works like a charm — Good luck, and again – so sorry 🙁
These kind of situations make me so frustrated. I want to bang my head against a wall just reading this post. I also have one of these cribs that my son is currently sleeping in. I would let ’em have it. It is so ridiculous to have gone to all the trouble your family did today for nothing!!! AHHHHHH
I randomly stumbled upon your blog, and had to read. I’m a sucker for customer service stories.
DEFINITELY do not let it drop-persue it to the top brass at BRU- what you’ve had to deal with is unacceptable.
Also, all of the skin care products they carry have ingredients that have been linked to birth defects, and they carry baby products wiht lavender and parabens etc. I sometimes woner if safety really is a priority for them.
Good Luck, and I hope tomorrow is a better day!
Ok, call the corporate office and describe exactly what happened today.
Then, let it slip that you happen to be a mommyblogger and oh…you have a pretty good readership. And right now, your readers are finding out all about how BRU is on your personal *a-hem* Poo List.
You can even direct them to this post.
Be a squeaky wheel, Em!
Yes, I agree with Kathy. Get a name. Always. Every time you call anyone that you will need to be sure who you talked to and when. Write down the name and time and date, so you know for sure. That way no one can say you’re lying. I hate to say it, but I learned this the hard way after being screwed over too many times. I HONESTLY think it is some companies policy to try to tell the customer that they are wrong, but if the customer can offer proof then they know they are stuck so they must honor the customer’s wishes. Some stores just suck.
And, YO is this your 1000th post? The URL says p=1000
WOW! I do not know which Babies “R” Us you spoke with but I used be a manager with Toys “R” Us manager and ummmmmm whoever this was is totally incorrect… they can make exceptions to policy anytime they want to….and when it is a safety recall … it is automatic…. they refund or replace it… no questions asked…. Here is what you do…you call and get the managers name that was on duty last nite get the CORPORATE Headquarters phone number… should be an 800 number in Paramus, New Jersey as long as Toys R US still owns them….then call them and tell them the name and location of the store you dealt with and explain what happened… now when I worked with them them and something ignorant like this happened they went out of their way to make them happy… like giving a Gift Certificate for your troubles…be sure you do this…. it is not Toys R Us’ practice to be like that… that manager took it upon themselves to give you a hard time and the run around. Sorry you had to deal with that…
Hi Emily. I met Jenny at the conference Saturday. Hopefully Kelly and I will meet you in February at the next one.
I keep seeing people twitter politiely about customer service problems they have with a particular company, and then they tweet that the company contacted them and made it right. Just one more may Twitter can be used effectively.
Em, after what I learned at BlissDom, I would definitely tell them that you are INFLUENTIAL in the mommy blogging community, give them the URL, and tell them you’d LOVE to post about how they made this right. They might quake with fear after reading this post and ALL these comments! Make it right, Babies R Us, or I’m not going back to your store EITHER! No matter who is registered there. Everyone will be getting baby gifts from mommy-owned businesses or Target!
Stick to it. Call or write coperate and don’t let these morons get the best of you or your emotions. I ahte it when companies do this crap. You would think in this time of finacial crises a store would bend over backwords and forwards to keep customers. Hang in there!
Yes, call Customer Service again and let them know about the fun you and your hubby had dealing with the store, which you called to verify the policy with before going in to get the run around. That is in no way acceptable. It’s not like you changed your mind about the color of the crib and suddenly wanted to exchange it for a new one. There is a safety defect with it that could cause your little one to become seriously injured or die. Poo on them! I am so angry! Let them know that you and your other lactating momma friends are coming to get them. Just kidding, kinda! lol I’m sorry you had such a crummy day
Oh my gosh! Definatly call!!! I cannot believe they do not want to stand behind their merchandise they are selling. This is a safety issue and can’t they get into trouble for not complying? What if you took it back home and something had happen I would think they would be smmarter than that LOL!
OK. Time to through a little reverse PR at this store. Call the store manager. Tell him about this great web page of yours, and mention how many people responded to you recent giveaway deal. Let him know unless he correctly solves your problem today (and that means hand delivering a crib and setting it up for you and giving you a $25 gift card for all the inconvenience), you’ll be in front of his store this Saturday with X number of mommies holding signs that say, “Don’t shop at this store! They don’t care about you or the well being of your child! Get back in your car and shop somewhere else.”
There’s definitely safety in numbers, and we’ll all back you up, ’cause you’d do the same for us.
Good Luck!
I have had huge success by calling executives at the corporate level of annoying companies and explaining that I’m a blogger who is read by a lot of people and I’m blogging about them and my poor experience. Then I ask them if they want to comment. It’s amazing how quickly someone snaps out a solution if they’re being badmouthed publicly.
Go for it.
I so hate BRU. When we ordered daughter’s crib, they told us it would fit into the back of a minivan. So my dad rented a minivan when it came in and guess what? It didn’t fit, even if we took it our of the box! They refused to pay for the delivery charge to now get the crib to our house. My MIL went after them (my dad had paid the charge and he was pissed.) They refunded the crib delivery and a dresser delivery after MIL threatened to bring EVERYTHING she had bought for new granddaugher (crib, car seat, stroller, dresser my parents had bought, all the outfits and diapers back) in a Uhaul IMMEDATELY.
TP and Corporate sounds like a perfect plan!!!!
Oh my goodness! I’m so mad for you, I used to love BRU and I had a similar experience where I was told something and then went there and was basically told I was lying too. Do we live near eachother??? (I hate their new return policy too-no EXCHANGES w/o a receipt? Then tape all the gift receipts to the boxes!!) I would definitely call and let Headquarters know and I would let the manager you spoke with know you’re doing so. Let us know what happens!
I’d say both LOL! I would have been furious but knowing me i wouldn’t argue about it. Myhusband does the arguing for me! Retail stores policy is the customer is always right. WHo are they to argue with you about a phone conversation. UGH! Some people!
Maybe a giveaway for baby will help your day!http://www.three-peas.com/2008/10/celebrate-fall-extravaganza-fall-crafts.html
What awful customer service. I’ve had bad experiences with them too– I received several items at a baby shower that I had doubles of or wouldn’t work, and BRU wouldn’t take them back. Even though the items were exclusive BRU brands, AND even though I was registered with them (you’re welcome for the business, BRU). Without a gift receipt, which frankly is out of one’s control as the gift receipient, I was out of luck!
I hope you’re storming the phone lines of corporate today! Good luck, and let us know what happens!
Call Corporate !!!!
You know, this happened to me at Babies R Us with the whole BPA-bottle recalls. And then again when I called then to ask if they had a certain item in stock, before making the drive out. Which, no, I was told both times that I had not, in fact, spoke to anyone at the store…. I must have been dreaming. I am so done with the store personally…. they are over-priced anyways.
But since your problem involves a recall, I would suggest you contact the corporate office as soon as you can. Good luck!
I would write or call corporate right away!
did you go postal on the store yet? Let us know what you decided to do, and when (or if) cribgate 2008 is resolved.
Cribgate 2008!!!!!!!!!!!! lol Too FUNNY!
I hated BRU so much, I made Mike get fixed so we wouldn’t have to deal with them anymore! HA!
this really opens my eyes!!I ordered a crib from bru eight weeks ago !!! they said it would be here in seven days and now its eight weeks later. They keep lying to me and says its on the next truck
If you have a corporate number please let me have I’m furious for you and for my self!!!
Very unfortunate to come across this and read this account. I’ve started avoiding Babies R Us, but more for the reason that it seems like most everything there is overpriced (and clothing selections are more reasonable at the local Walmart anyhow)
Things haven’t changed. Today I tried to return a highchair that was bought for me from my BRU registry. I was told that it was over 90 days and they could not prove I’d received the highchair from BRU. I felt like they were calling me a liar. We’ve spent thousands of dollars at BRU for our 2 boys. Even after speaking to the manager and telling her how displeased I was, she simply told me that she was sorry I felt bad about my BRU experience. There was no attempt to try to keep me as a customer. My husband and I are from large families. My sons have 16 cousins under age 8. I will be telling all my relatives about the non-existent customer service at BRU and I will urge everyone to boycott BRU, TRU and Kiddie Kandids. We’ll be shopping elsewhere from now on.
I had the exact situation yesterday where I was told on the phone I could come into the store and return my recalled crib for a refund and when I got there with the crib in the store, they made me stand there for 1.5 hours while they eventually said, nope, can’t help you. We can’t figure out what to refund you, I even siad I have proof what I paid and he said, well, we have to give you what it sells for now, it could be a penny! Reallyyyyyyyyy you really think I would go to all this trouble and then come in the store for a penny?? WEll, needless to say, I didn’t even get that. I am soooooo angry for the miscommunication from the customer service (should I even call it this, how bout disservice?). I will be calling corporate Mon to let them know my anger.
Having been a retail manager for 20+ years you come to realize how unreasonable most people are with what they expect. For many many years I have had to listen to customers state how much money they spend in the store and demand to be able to return things from over a year ago! This is Rediculous and the reality is that it’s a scam! In this particular situation I can hinestly say that I had a similar situation with a crib recall, it turned out to be that the company was sending out kits to fix the issue, therefore I sent for the kit! Not attempt to get money back years later. That is the most preposterous thing I have ever heard! Then people wonder why companies go out of business. Just once I would like to see the shoe on the other foot and see these individuals run a business where everyone wanted to return things from years ago. I guess some people use retailers like a rent-a-center. Let’s be reasonable and follow policies people otherwise say goodbye to Brick and Mortar stores as you knew them. Then you can have fun dealing with customer service over the phone or via email and we all know how much that stinks. Promises should be fulfilled but think about how many hundreds of people claim untrue circumstances simply to get their way. My suggestion is to have the conversation with the store directly and then, once given the ok, deal with that person to fulfill your needs. But please be honest and reasonable……if that type of consumer still exists out there.