BRU gift card snafu



Reader Jessica P from Ohio writes today about her frustration with Babies R Us gift cards.

Hello, I am writing this email to let you know
about a situation regarding Babies R Us gift cards and their on line
service. My sister-in-law ordered a stroller for me off of my registry on
line and was going to have them send it directly to my home. She used 4
different gift cards that were 50 dollars each, so that is 200 dollars. The
order was canceled the next day because there were only 4 strollers in the
entire U.S. left. She placed the order on September 16, 2006. The order
was canceled on September 17, 2006.

My sister-in-law then sent me the same gift cards to go to a store and buy
a stroller. I went to Babies R Us on September 27, 2006 to buy the
stroller. Well, when I checked out and attempted to use the gift cards
there was zero balance on each of the gift cards. So the 200 dollars was
not there. I was given the run around at the store and told to call on line
services.

When I called the online service they told me that it takes 7-10 days to
credit the gift cards. At that point it had been 10 days. I left the store
with no stroller and no money on the gift cards. Very frustrating.

I called the on line service back on september 28, 2006 and was told that
a supervisor was going to look into it and call me back that night. He
never called me back.

Then September 29, 2006 which is today, I called the online service back
and the employee told me that she tried to get a hold of a supervisor but
they were all with customers and she would take down my number and have
someone call me back. Now, I felt like there was no accountability and
nothing was getting done to put the 200 dollars back on my gift card. I
told her that I was going to call corporate and she quickly got her
supervisor. But instead of letting me talk with the supervisor, she came
back on the line and stated that the computers were down that credits the
gift cards and that corporate was working on it. I asked if they could just
send me a different stroller instead of crediting the gift cards and she
said that they could not because there was a process.

So, I called the corporate headquarters guest relations. The employee
pretty much told me the same thing and that this should be resolved in 5
business days. I asked who was being held accountable or if I could talk
with someone higher than her and she stated that I could not speak with
someone higher and that she would make a note on my account that I called
and complained. I still do not have my 200 dollars back on my gift cards
and very frustrated. I wanted to have this stroller (which is a travel
system) so that I have the car seat and be ready in case the baby came
early.

Babies R Us stated that anyone who purchased something with gift cards and
their order was canceled is going through this same thing. How many people
could that be?

This service is the worst service and I do not recommend babies r us to
anyone! If someone was held accountable for this situation and able to
resolve the situation quickly, it might be a different recommendation.
However, no one seemed concerned to resolve the matter quickly and everyone
kept turfing the accountability to the credit/billing department, stating
that they were working on the matter as quickly as possible. Two weeks is
not as quick as possible.

Please pass this on to everyone who reads your books.
I did find that your book, baby bargains, was very helpful but I did not
listen about signing up for registry at Babies R Us and now wish that I did.



Posted: Fri - September 29, 2006 at 02:24 PM          

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