(Closed) Vent: Babies R Us has the worst customer service ever

posted 6 years ago in Babies
Post # 3
Member
550 posts
Busy bee
  • Wedding: May 2013

WTF? How do they do inventory if no one knows what is and isn’t in stock? That is ridiculous!

Post # 5
Member
2617 posts
Sugar bee
  • Wedding: September 2012 - Southern California

I’m apalled that the customer service lady didn’t call the store for you to find out!  I work retail & our customer care people call our store directly & sometimes put us on a three-way call haha.  Anyway, my husband is a supervisor at Toys R Us & one of things they are working on is customer service as a whole company.  I encourage you to do the survey [if you end up buying something] & in the comment box be honest with your experience.  Their district managers read that & take it seriously.  Also, I don’t know how comfortable you are with this, but ask to speak to the manager.  They may be unaware that their service desk person isn’t doing his/her job.  You could leave with a discount too ..I’m just saying ;]

Post # 7
Member
1036 posts
Bumble bee
  • Wedding: June 2012

I have had problems with them in the past. Putting a stroller on sale that they never have in stock. Finally got the stroller and they charged our credit card twice.

 

But on that note ;; their main headquarters is where they got hit by hurricane sandy. Well that’s what I was told recently.

Post # 9
Member
2617 posts
Sugar bee
  • Wedding: September 2012 - Southern California

So I’m showing my husband this [the “receiving” supervisor, mind you] & they do get a manifest for each truck ..even during Sandy!  We are in the US though, but he sincerely doubts they do things that drastically different in Canada.  If you got any names, call a manager!  There are a lot of seasonal employees this time of year too so everyone may not know everything yet, but a dilligent employee who wants to keep his/her job after Christmas would ask someone in an effort to help you as a customer & therefore producing potential sales for their store.

 

Post # 11
Member
2617 posts
Sugar bee
  • Wedding: September 2012 - Southern California

@Happy2bMrs:  I vote four.  I’m trying to be optimistically realistic haha jk.  

As much as I hate to drive away service from a company my husband works for [& that helps pay our bills haha], is this a product you could buy from another store?  That’s probably what I would do in an unbiased situation.

Post # 12
Member
2287 posts
Buzzing bee
  • Wedding: Central Park

I actually used to work for the company that handles Babies R Us and Toys R Us’s customer service. I worked for another Client (a furniture company) but our company handled customer service and phone orders for hundreds of businesses in a call-center. Their department has the worst staff you can imagine. Some of the agents are great but most were so-so or downright rude. I know because I worked in the very next row over and heard them all day long. I think it’s because they tend to have the most escalated callers (parents stress out about kids stuff and scream at agents like you wouldn’t believe) so they aren’t as strict with grading their calls.

It’s true though, that Toys R Us and Babies R Us don’t have a store product look up. Most stores do, but usually they’re out of date anyways. My client did have a store item look up, but it was rarely accurate and we usually just had to call the store to confirm anyways. Getting ahold of our stores was a huge hassle, there’s no direct number to the back so if I called the store it was the same thing as you calling the store. The reason why finding items at a store sucks? Stores are focused on selling items and don’t care about updating their inventory in the central system or doing inventory because they don’t have enough time throughout the day, and the turn over rate for working as a cashier in a retail store is very, very high. Most sales people didn’t last more than 6 months in our client’s stores. But the ones that do know EVERYTHING.

And by the way, 99% of businesses store their items in warehouses in Ohio. It’s flat, open, cheap land and they can build huuuuge warehouses. No kidding. My client’s warehouse was 2 miles long and it was proprietary, not shared space! But they are a furniture company so they needed a lot of room. Most comapnies just rent a space in these giant warehouses on Ohio. So I doubt they’re being affected by the Hurricane.

I suggest that you call customer service again. Speak to the agent, and if the agent can’t help you or doesn’t seem very knowledgeable or hepful then ask for their supervisor. Now, be aware that the 1st supervisor usually knows their stuff but has no real power. They’re just a half step up. If they can’t help you, then ask for their supervisor. but they will probably just transfer you to another agent like them. Usually you have to ask for 3 supervisors before you actually get a Team Lead, who has real power and can help.

Another tip? Remain calm but firm. Customer Service agents get screamed at all day long. It’s okay for you to be upset, but realize that these people don’t even work for Toys R Us or Babies R Us! They’re a third party, and they have to go by what the client tells them. Screaming or yelling at someone gets you no where.  If you can manage it, stay calm but firm and TELL them what they can do to help you so that they don’t have to guess. These call centers only require a high school education and basic computer skills so some of these agents aren’t that great. Especially considering that they’ve now hired 1,000+ people for the Christmas season but they only get 3-5 days of training. There are a lot of new people on the floor who would probably love to help you, but don’t know everything yet.

(not saying that you have or will yell at them, but it is very, very common. I got screamed at and cursed out every single day, and it’s just not a good motivator for someone to help you)

Post # 14
Member
1659 posts
Bumble bee
  • Wedding: July 2012

I HATE that store.  For many reasons, I will never again shop at BRU.  Find the item on Amazon, stop giving them business, and get on with your life.

Post # 16
Member
2287 posts
Buzzing bee
  • Wedding: Central Park

It’s just a no-win situation of insuffiecient training and inability for agents to do anything substantial to help for fear of getting a bad grade on a call for saying somehting they aren’t suppsoed to tell customers. Supervisors usually have more leeway. At this point, since the store doesn’t answer their phone, I would call customer service to lodge a formal complaint and tell them that you won’t be using their services any longer, and that you’ll be buying the item from Amazon or something. Amazon is a HUGE copetitor for businesses like this, and they have excellent customer service (which my old job does not contract and is not affiliated with) so it’s a true competitor for both the 3rd party and the client. Money speaks louder than words, so just find the item somewhere else if you can.

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