Reader Catherine S. writes in this story about the service she received from BabyAge.com:
Hi! I found your book to be incredibly valuable. Thank you!
I wanted to report that BabyAge.com is a horrible website, with terrible customer service. I ordered a car seat online (Britax Roundabout), and, after pressing ‘purchase’, the website displayed an error message stating that there was a technical error and the order did not complete. I then proceeded to redo the order. This was around 8pm. Then, I went to bed (new baby!)
When I got up in the morning, there were 2 confirmation emails…the same order 7 minutes apart. Turns out that the website message was wrong, and the order had been placed! I immediately sent an email to customer service to notify them of the duplicate order and cancel it. No response. Later that day, both orders shipped. I then sent another email (maybe the next morning) asking how to handle the duplicate order, given that both had shipped. No response. I called later that day, several times, waiting on hold for 10 minutes each time before being sent to voicemail. I did not leave a message. The next day, I finally got through to customer service, who informed me that I would have to wait until I received them, then send the duplicate order back.
When I did receive the orders, I noticed that both car seats were manufactured in May 2006. I had previously spoken to Britax’s customer service, who had informed me that the warranty on their products is one year from the date of manufacture. So, both car seats were already out of warranty (I ordered in December 2007). I called the return department to get the return information. I asked that I not only get a full refund on both orders, but that BabyAge.com pay the shipping. After much discussion/argument, they would not pay the shipping for either car seat, despite the fact that one was a duplicate order and both were outdated products! They claimed that the duplicate order was my fault, and that I made the error, not the website.
Long story, but, in short, BabyAge.com is horrendous.
Just wanted you to know.
Thanks!
Catherine S.
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You made two mistakes.
1. Why did you order the Britax… that seat is so over rated. The best and safest carseat is the Recaro Young Sport!
2. That recently happened to me (where the web page gives you an error and then you reorder and both go through). I simply called my credit card company and told them they double charged me (I didn’t tell them I reordered because it wasn’t my fault their web page sucks). Anyways, the CC company put a fraud alert on my account for that store and just blocked the charges forcing the company to fix their problem.
You made two mistakes.
1. Why did you order the Britax… that seat is so over rated. The best and safest carseat is the Recaro Young Sport!
2. That recently happened to me (where the web page gives you an error and then you reorder and both go through). I simply called my credit card company and told them they double charged me (I didn’t tell them I reordered because it wasn’t my fault their web page sucks). Anyways, the CC company put a fraud alert on my account for that store and just blocked the charges forcing the company to fix their problem.
I also had a HORRIBLE customer service experience with Baby Age. I would suggest warning parents about them!
I also had a HORRIBLE customer service experience with Baby Age. I would suggest warning parents about them!
BABYAGE.COM SHOULD NOT BE IN BUSINESS! DON’T ORDER FROM THIS WEBSITE! VERY BAD CUSTOMER SERVICE! IT’S A WASTE OF YOUR TIME! I ordered a walker on 7/21/08 but the walker did not receive within 7-10 business days as the website stated. When I called on 8/11 to check on the status, I was informed the item was backordered until 8/22. I questioned why there’s no notification nor e-mail informing this situation, the customer service just stated that I should receive an e-mail soon on this issue. Well, I should have canceled then instead of giving them credit and continue to wait. Now, it’s already 9/2 and there’s still no sight of my order nor any e-mail so I called again. Still same status, item on backordered. I canceled the order but I’ve wasted my time.
I think they just didn’t want to sell the item probably because they sold too cheap and they sold it intentionally knowing it’s backordered. They way they didn’t even try to save a customer reveals that this company doesn’t emphasize on customer service. DON’T BOTHER WITH THIS COMPANY EVEN THOUGH PRICE MIGHT SEEM CHEAP BUT THEY’RE VERY DECEIVING.
BABYAGE.COM SHOULD NOT BE IN BUSINESS! DON’T ORDER FROM THIS WEBSITE! VERY BAD CUSTOMER SERVICE! IT’S A WASTE OF YOUR TIME! I ordered a walker on 7/21/08 but the walker did not receive within 7-10 business days as the website stated. When I called on 8/11 to check on the status, I was informed the item was backordered until 8/22. I questioned why there’s no notification nor e-mail informing this situation, the customer service just stated that I should receive an e-mail soon on this issue. Well, I should have canceled then instead of giving them credit and continue to wait. Now, it’s already 9/2 and there’s still no sight of my order nor any e-mail so I called again. Still same status, item on backordered. I canceled the order but I’ve wasted my time.
I think they just didn’t want to sell the item probably because they sold too cheap and they sold it intentionally knowing it’s backordered. They way they didn’t even try to save a customer reveals that this company doesn’t emphasize on customer service. DON’T BOTHER WITH THIS COMPANY EVEN THOUGH PRICE MIGHT SEEM CHEAP BUT THEY’RE VERY DECEIVING.