BRU web site problems and frustrations



A reader writes with this feedback on BRU's new web site:

I was eager to tell you about the new Babies R Us web site. I laughed when I read in the book your prediction that the 2010 contract with Amazon would get voided long before then . . . ah - you are clairvoyant. Well, they new BRU web site is horrid and your wonderful readers should be warned as follows....

1. Beware of Overcharges on Shipping. We have found two occasions where the shipping on identical items will be around 2X for one color/pattern versus another. For example, a certain model of the Graco pay and play was $16.50 S&H for 4 of the 5 patterns offered in for the same model. The fifth one (Sandollar) was $27 - however, a month ago when my mother purchased it she got charged $31.31!!!! Same for the Peg Perego Pliko P3 all colors were $15 S&H, except the Toffee which was $27.

We spoke to two people who lacked the intelligence to understand the error, the third, a manager credited us the difference and did not discuss the issue (and we were too tired by then to care).

2. Coupon codes expire before they say they do. We have a coupon that says it expires Sep. 1, but it won't work today (Sep. 1). When I call they say the code is still valid, but it was turned off this morning at midnight. They'll honor it if we place the order by phone. Great - but the web site so often requires phone call follow ups (see above) it's not worth it.

3. Same items, different numbers. We registered for an activity center at the store, the same item has a different item number on line, so to list in on our registry for people to buy in store or on-line we have to select two different items and risk getting two of the same thing (or risk scarring someone away with the overlong list).

4. Items in store not available online; Items online not available in store. Again, this causes registry problems, your list becomes twice as long, you have two of everything in different brands or models (for example we have two car seats, two changing pads, two sets of wash clothes - etc. etc.) - you risk getting doubles and your list is scary long and unmanageable.

5. Poor web site design. When you're in your registry you can't click on the link to the product, all you get is a mini-summary. Also, the field for grandparents names is so short we can't even fit "Ralph & Alice Smith" AND when we try to fix any of the personal info. it wipes out everything in our whole profile (including the short free text fields for nursery decor and special message).

I wish I could warn everyone. Maybe you can.

Thanks for your time and you book!


Madeline T

Posted: Tue - September 5, 2006 at 10:13 AM          

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