BRU complaint: the search for the elusive Graco infant car seat
Caroline
H. of Charlotte, North Carolina shares her experience with Babies R Us and her
attempt to buy a Graco car seat:
Dear Babies ‘R’ Us Customer Service,
I am writing to tell you about my recent experience with your stores, associates, web site, and customer service representatives in the hope you can understand how challenging your organization has been to work with recently. As an expectant mother, it is challenging to understand how you expect to retain customers by providing this type of terrible customer service.
My neighbor and I registered for our recent baby showers with your store earlier this year and one of the items included the Graco Snugride Car Seat in Windsor.
On numerous occasions in February, I attempted to purchase this item from your stores here in Charlotte, NC (there is one in Concord, NC and one on South Boulevard in Pineville, NC). The item was out of stock at both stores. Associates at that time were helpful in searching shelves on my behalf for this item.
On February 27th, I visited your store in Concord, NC and the sales associate referenced the in store computer system that told her 5 of these car seats were in stock and available (but not one could be found on the store shelves).
On February 28th, I visited your store in Pineville, NC and the sales associate referenced the in store computer system that told her 3 of these car seats were in stock and available (but not one could be found on the store shelves).
I was told by both locations that large shipments of these items were expected imminently and to check back soon to get this item.
On Wednesday, March 7th, I again visited the Pineville, NC store. This car seat was not on the shelf. I went to customer service and asked for a help. A store associate came by to help me and took me over to the in store computer. This time, she told me specifically that a large shipment of these car seats is expected sometime between March 11th – March 17th. I was told to come back then.
On Monday, March 12th, I called the Pineville store again and asked if they had received the shipment. This time, the associate told me that they don’t expect these car seats in for at least 3 to 4 more weeks. However, she would be happy to call around to other stores in the Southeast and find a store that has this item in stock. That store will then ship the item to me.
She returned my call within the hour. I was told the Sarasota, FL store has this car seat and one is being held for me. I am to call the store and talk to Matt.
I call Matt and let him know I am ready to have the item shipped to me.
Matt tells me I have to pay for shipping. This I don’t understand, but ask him how much shipping will cost (at this point, it’s worth it). Matt is unable to tell me. He puts me on hold to ask his manager.
Matt’s manager gets on the phone. She informs me that they do not ship items from the store. (What??)
I ask the manager why I would have been told by the Pineville, NC associate that this was possible and why Matt would lead me to believe this was possible and then be met with this information. She cannot explain. She suggests calling the 888.babyrus number to place this order by phone.
The afternoon of Monday, March 12th, I call 888.babyrus. I speak to Customer Service.
I explain all of my above experience to her. She explains that it is each individual store’s discretion whether or not to ship the item from their stores. It is not something that is controlled corporate-wide. She suggests trying to get the item online or else calling her back and she’ll find a store in which this is available and then I can call that store and see if they’ll be kind enough to ship it.
I spend the afternoon trying to get the item online. I sign up for a notification email from your site to tell me when the item is back in stock.
On Wednesday, March 14th, I get an email that the item is back in stock on your site. I go to your site, find the item displayed as available, so I put the item in my shopping cart and hit ‘checkout’. I get a message that this item is out of stock and would I like to be notified when it is back in stock?? (What??)
I call customer service back. I speak to a different representative. I explain all of the above and that I am calling to have customer service please locate this car seat in a store that I can then call and have them ship the item to me.
This representative informs me that they do not ship items from stores. (What??)
I explain to her that the representative I spoke with last time suggested I follow this course of action and work with the individual store to see if they will ship it to me. This representative tells me this is not an option.
I give up. I complain to my neighbor, who had also registered for this Graco Snugride Car Seat in Windsor. She spends the next week awaiting the item to come back into stock online. She orders two of the car seats by placing two separate orders. She receives email order confirmations for both car seats. These orders are placed on Tuesday, March 13th. We declare victory. Until, on Wednesday, March 14th, she receives notification that one of the orders has been cancelled. The item is out of stock, the message says. She speaks with customer service. She explains her situation and the representative is able to send her another car seat and (hurrah!) offers her free shipping. We’re told these car seats are due to arrive in the next week. We’re not holding our breath.
I hope the above gives you some insight into what it is like to be a customer of your store. This is my first child but definitely the last time I recommend your stores, web site, or registry to any other new or expecting moms.
Sincerely,
Caroline H.
Dear Babies ‘R’ Us Customer Service,
I am writing to tell you about my recent experience with your stores, associates, web site, and customer service representatives in the hope you can understand how challenging your organization has been to work with recently. As an expectant mother, it is challenging to understand how you expect to retain customers by providing this type of terrible customer service.
My neighbor and I registered for our recent baby showers with your store earlier this year and one of the items included the Graco Snugride Car Seat in Windsor.
On numerous occasions in February, I attempted to purchase this item from your stores here in Charlotte, NC (there is one in Concord, NC and one on South Boulevard in Pineville, NC). The item was out of stock at both stores. Associates at that time were helpful in searching shelves on my behalf for this item.
On February 27th, I visited your store in Concord, NC and the sales associate referenced the in store computer system that told her 5 of these car seats were in stock and available (but not one could be found on the store shelves).
On February 28th, I visited your store in Pineville, NC and the sales associate referenced the in store computer system that told her 3 of these car seats were in stock and available (but not one could be found on the store shelves).
I was told by both locations that large shipments of these items were expected imminently and to check back soon to get this item.
On Wednesday, March 7th, I again visited the Pineville, NC store. This car seat was not on the shelf. I went to customer service and asked for a help. A store associate came by to help me and took me over to the in store computer. This time, she told me specifically that a large shipment of these car seats is expected sometime between March 11th – March 17th. I was told to come back then.
On Monday, March 12th, I called the Pineville store again and asked if they had received the shipment. This time, the associate told me that they don’t expect these car seats in for at least 3 to 4 more weeks. However, she would be happy to call around to other stores in the Southeast and find a store that has this item in stock. That store will then ship the item to me.
She returned my call within the hour. I was told the Sarasota, FL store has this car seat and one is being held for me. I am to call the store and talk to Matt.
I call Matt and let him know I am ready to have the item shipped to me.
Matt tells me I have to pay for shipping. This I don’t understand, but ask him how much shipping will cost (at this point, it’s worth it). Matt is unable to tell me. He puts me on hold to ask his manager.
Matt’s manager gets on the phone. She informs me that they do not ship items from the store. (What??)
I ask the manager why I would have been told by the Pineville, NC associate that this was possible and why Matt would lead me to believe this was possible and then be met with this information. She cannot explain. She suggests calling the 888.babyrus number to place this order by phone.
The afternoon of Monday, March 12th, I call 888.babyrus. I speak to Customer Service.
I explain all of my above experience to her. She explains that it is each individual store’s discretion whether or not to ship the item from their stores. It is not something that is controlled corporate-wide. She suggests trying to get the item online or else calling her back and she’ll find a store in which this is available and then I can call that store and see if they’ll be kind enough to ship it.
I spend the afternoon trying to get the item online. I sign up for a notification email from your site to tell me when the item is back in stock.
On Wednesday, March 14th, I get an email that the item is back in stock on your site. I go to your site, find the item displayed as available, so I put the item in my shopping cart and hit ‘checkout’. I get a message that this item is out of stock and would I like to be notified when it is back in stock?? (What??)
I call customer service back. I speak to a different representative. I explain all of the above and that I am calling to have customer service please locate this car seat in a store that I can then call and have them ship the item to me.
This representative informs me that they do not ship items from stores. (What??)
I explain to her that the representative I spoke with last time suggested I follow this course of action and work with the individual store to see if they will ship it to me. This representative tells me this is not an option.
I give up. I complain to my neighbor, who had also registered for this Graco Snugride Car Seat in Windsor. She spends the next week awaiting the item to come back into stock online. She orders two of the car seats by placing two separate orders. She receives email order confirmations for both car seats. These orders are placed on Tuesday, March 13th. We declare victory. Until, on Wednesday, March 14th, she receives notification that one of the orders has been cancelled. The item is out of stock, the message says. She speaks with customer service. She explains her situation and the representative is able to send her another car seat and (hurrah!) offers her free shipping. We’re told these car seats are due to arrive in the next week. We’re not holding our breath.
I hope the above gives you some insight into what it is like to be a customer of your store. This is my first child but definitely the last time I recommend your stores, web site, or registry to any other new or expecting moms.
Sincerely,
Caroline H.
Posted: Thu - March 15, 2007 at 10:13 AM
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Published On: Mar 15, 2007 10:14 AM
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Published On: Mar 15, 2007 10:14 AM