Reader Heather E. writes in today with a cautionary tale about "online only" items on Babies R Us’ registry:
Hi~
First, I want to say I love both your BABY BARGAINS Book & Website. I have learn more from your information than from any other source.
I decided to register with BRU after the information you posted about Target’s Registry on your blog.
A week ago I received some items via FEDEX from a family member from BRU. These items were items that I had deleted off the registry a couple of days beforehand. I was also alerted by this family member that my address was not listed correctly on the registry ( my mistake – didn’t verify the information imputed by the BRU associate- I guess I figured she couldn’t have messed up my address since she took it straight from my license). So, needless to say I was somewhat confused that this stuff came. The packing slip had been removed from the box and there was no additional paperwork inside of the box. Therefore, I called the BRU support line to see what was the best way to properly address this.
I was told by the associate that if the item was sold ONLINE ONLY than the item could be returned through the mail and only the purchaser would be credited. I was not eligible to receive any type of merchandise credit for products that are sold ONLINE ONLY. She did tell me that I could obtain a store credit only if the store carried the item. Thankfully, my local BRU carried the products and I was able to return.
Based on this new information, I had done some additional changes to my registry last night- mostly removing ONLINE ONLY merchandise. I noticed today that the registry had not updated. I called BRU support line and was told to give it 24 hours. Since there is a shower this weekend, I did not want to get caught with returning stuff again. So, I called again. I was told by the second agent that I had to clear the cookies on my computer – my argument to them was HOW DOES THE GIFT GIVER KNOW TO DELETE THEIR COOKIES IN ORDER TO SEE THE MOST UP TO DATE REGISTRY?? To that they could not supply an answer. It makes total sense why I received deleted items off of the registry.
I told the associate that I typically would not have a problem, but given how horrible their return policy is I didn’t want to get stuck with stuff that I don’t want. She told me that this is a recent policy update and that I should complain via the TRU Corporate Site under CONTACT US.
I am hopeful that BRU will finally get my registry to operate properly!
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I’ve had recent problems with BRU as well. They changed all their return policies in December, and you must have a receipt or an item has to be from your registry in order to return it. Now it’s even worse than Target, at least there you get one return a year without a receipt.
I had 4 items that WERE on my registry, but their returns computer rejected them all. I had to go print my registry and bring it back to customer service to prove to them that the items were purchased off the registry.
The women working there were as frustrated as I was, and they had to get two managers to figure out how to override the computer to give me store credit. They said they have had tons of problems since the policy change in December.
I’ve had recent problems with BRU as well. They changed all their return policies in December, and you must have a receipt or an item has to be from your registry in order to return it. Now it’s even worse than Target, at least there you get one return a year without a receipt.
I had 4 items that WERE on my registry, but their returns computer rejected them all. I had to go print my registry and bring it back to customer service to prove to them that the items were purchased off the registry.
The women working there were as frustrated as I was, and they had to get two managers to figure out how to override the computer to give me store credit. They said they have had tons of problems since the policy change in December.
I had a similar problem with BRU and online only items. Both my mother and my mother-in-law bought us the pack ‘n’ play we registered for (the pattern was an online only item). My mother ordered it at her local BRU store, and they did not remove it from my registry, despite her providing it at checkout. My mother-in-law ordered it online a few days later. We ended up with two pack ‘n’ plays.
I tried to return one and was told the only way I could return it was to send it back (shipping would be our expense) and they would credit back to the purchaser. Because our mothers don’t get along very well, and this situation would cause friction between them (stupid, but true), we didn’t want to do that. There was no way to return it at a store or ship it back and have credit go to us. PLUS there would be a restocking fee. GRRR.
We ended up selling the extra one locally rather than get our moms riled up. It was obnoxious. We switched a lot of our registry over to JC Penney’s after that and were much more satisfied with their return policies. True, they don’t have the selection of BRU or Target, but were much more consumer-friendly.
I had a similar problem with BRU and online only items. Both my mother and my mother-in-law bought us the pack ‘n’ play we registered for (the pattern was an online only item). My mother ordered it at her local BRU store, and they did not remove it from my registry, despite her providing it at checkout. My mother-in-law ordered it online a few days later. We ended up with two pack ‘n’ plays.
I tried to return one and was told the only way I could return it was to send it back (shipping would be our expense) and they would credit back to the purchaser. Because our mothers don’t get along very well, and this situation would cause friction between them (stupid, but true), we didn’t want to do that. There was no way to return it at a store or ship it back and have credit go to us. PLUS there would be a restocking fee. GRRR.
We ended up selling the extra one locally rather than get our moms riled up. It was obnoxious. We switched a lot of our registry over to JC Penney’s after that and were much more satisfied with their return policies. True, they don’t have the selection of BRU or Target, but were much more consumer-friendly.
I had the same experience with BRU registry. My daughter is 11 months old, and we recently received gifts which were duplicates. After driving to a BRU with the receipts/packing slips, I was told they were “online only”. A complete fabrication, since one of the items (the tile mat) I had PURCHASED instore a few months earlir. How ridiculous — they are dealing with new parents, who clearly have better things to do with their time than repackage and ship back unwanted gifts.
I have recommended to all of my friends NOT to register with BRU based on our experience. Their customer service is disgraceful and disinterested in making the customer experience pleasant. Life is too short.
I had the same experience with BRU registry. My daughter is 11 months old, and we recently received gifts which were duplicates. After driving to a BRU with the receipts/packing slips, I was told they were “online only”. A complete fabrication, since one of the items (the tile mat) I had PURCHASED instore a few months earlir. How ridiculous — they are dealing with new parents, who clearly have better things to do with their time than repackage and ship back unwanted gifts.
I have recommended to all of my friends NOT to register with BRU based on our experience. Their customer service is disgraceful and disinterested in making the customer experience pleasant. Life is too short.