We ordered a very expensive Plum playhouse that was delivered straight from Plum, and some of the pieces were damaged. We reached out to Modern Nursery to see how we could fix the situation, and they immediately coordinated with Plum on sending us the replacement parts and keeping us updated as soon as they did anything. In under 2 weeks from the time I contacted them, we had our replacement parts in hand. If you're looking to make a big purchase, they will take care of you!
I bought some decals from this company for a child's bedroom wall. The decals arrived damaged not once but twice because they didn't put my order in a crush proof container. The company refuses to refund me and now I'm in a credit card dispute with them. Do not buy from these people. Their products are garbage and their customer support is even worse.
We are dealing with a nightmare situation with this company and warehouse delivery. They did not deliver our nursery furniture as paid for, the delivery team forged my signature, and we are battling for an appropriate refund and remedy. Do not buy from them!
When my granddaughter was born over 10 years ago, she had many allergies, and with a longed for second baby on the way, my daughter wanted to make sure that she had things available for this baby, that was free of any harmful chemicals, so she was very pleased to find Modern Nursery where the need for chemical free products was met. She recently received her first item a chest of drawers that I purchased for her from this company and was thrilled with the speedy deliver, and the incredible quality of this item. So, I am very happy to give them a 5-star rating which is very well deserved. Also the customer service is also of very high standards. I'm looking to future purchases that I will most definitely be making!
This company is amazing. They have great quality products and amazing customer support. They truly went above and beyond to make sure my chair was here on time and even works with UPS when it was delivered to the wrong address (UPS was at fault) Grateful for this team and supports. Pregnancy is stressful enough, knowing they have our your back to help furnish your nursery is wonderful.
Thank you Brittney for the very positive feedback! You were so gracious and an absolute delight to assist. We are thrilled that you were able to receive your replacement chair before the baby's arrival and that you spent some much needed time during the end of your pregnancy kicking your feet up and relaxing in your new glider recliner. We wish you and your little one all the best!
The first dresser that was delivered to my house was beautiful, but the top drawer would not slide in completely. The customer service representatives were so responsive and helpful! Through more delivery issues and damage boxes delivered to my house, the representatives maintained contact, checked in with our deliveries and satisfaction, and made sure our nursery was complete through several weeks of interactions. Would 100% purchase from Modern Nursery again!
I was hesitant to order a crib from a company I had never dealt with and only found through google. But, I couldn't be happier! I accidentally ordered an extra rail for the crib (and paid for it). The customer service team proactively reached out to me to double check if I meant to do that since the crib only needs one rail. They were right and promptly refunded the extra cost of the second rail before shipping it out. I was SO happy! They saved me a big headache. I don't know many companies that would notice that AND reach out. I was so impressed! The crib was a gift for my nephew and his wife. They loved it - it arrived perfectly as promised. I would absolutely order from this site and company again!
Modern Nursery is such a wonderful business that truly cares about their customers. They can help guide you picking out the perfect products. The selection is amazing and it's a small business where you actually get to talk to real people. I couldn't recommend more.
Thank you very much Christina for your very positive feedback! In a world overloaded with so many choices, we really strive to help our customers with selecting the ideal products for their little ones while providing as much transparency as possible. We value each one of our the families whom we have the opportunity to assist!
I just ordered from modern nursery, had a bunch of questions of course. Anyway it was a great experience, supper helpful customer service. Can't say better things. I only ordered from them because they seem to be the only retailer that you can actually reach anymore since COVID-19 seem to have taken out customer service across the board. So thank you guys for being the exception
Thanks so much Mary for taking the time to write a positive review about your experience! We really pride ourselves on our customer service and attention to detail. We wish you and your family all the best!
I ordered a crib conversion kit so I could change my son's crib to a toddler bed. I paid $90 just for a side rail. I took off the side of his crib before I received the piece in the mail and realized I didn't need it. Once I got it I tried to return the piece to the crib that was in the unopened box. I never opened it and they said they said I could not return it. What poor customer service! I will never order from them again.
Hi Alaina,
Thank you for taking the time to leave a review.
As mentioned in our email responses, to make sure our customers are completely aware of the non-return policy, all of them are required to check the box acknowledging this policy in its entirety before they are able to complete the purchase. We apologize for any inconvenience this has caused, however, we never meant to hide any kind of information from our customers, and we made sure that the policy is noted not only on the product page but on the confirmation email our customers receive upon placing the order as well. We are a small, family-owned business, and shipping the package multiple times can cause damage to the item and we're committed to providing our customers with brand-new, factory-sealed items, which is why we're forced to abide by the policy. However, we're always glad to assist in answering any kind of question you might have prior to your purchase!
If you have any additional questions regarding our policy, please let us know, and we'll be glad to help out further!
Best regards,
Modern Nursery Customer Care
I just sent out an email to cancel my order because I hadn't received a shipment notification, so I thought it would be safe. They sent me a bull$#*! conversation where they said it was already shipped so they denied my refund request. Looking at the screenshot of the conversation, someone had "created a label" at 12:20 and then denied my request at 12:23 saying it was shipped. Labels can be removed. That product was not shipped they just didn't want to cancel my order.
Hi Christina, thanks for sharing your feedback. We believe there is a bit of confusion here which we'd love to clear up. You reached out to us on a Sunday and asked us to cancel your order. We responded to you first thing Monday morning and told you we'd be glad to cancel and provide a full refund if the order hadn't yet shipped, but first had confirm that the manufacturer hadn't shipped your order yet, as it ships directly from them. As mentioned on our site, we receive the tracking for an order after it ships, not before. In this case, we reached out to the manufacturer immediately (as per your screen shot) and the manufacturer responded, stating that the order had already shipped that morning (label made and loaded on a trailer) and provided tracking. This was not an internal message between our customer care team and our warehouse, it was between us and the manufacturer (MDB) who processed the order to ship from their facilities. This was completely out of our hands as UPS had already picked up the order from them. We are always here to take care of our customers, but if an order has already shipped from the manufacturer, there's nothing we can do to "un-ship" the product. We are terribly sorry that we weren't able to have the shipment cancelled for you. As you confirmed, we did everything we could to handle your request as expediently as possible and in this case, unfortunately it shipped too quickly for your situation as we understand that you accidentally had two of these cribs ordered off of your registry. Had our site been linked on your registry, our staff would have automatically noticed that two cribs were ordered for you and we would have reached out to confirm with you before processing your order as we do really care about our customers and try to look out for any potential mistakes! We wish you all the best with your growing family!
I would 10/10 recommend Modern Nursery for baby furniture! They are a small, family owned business carrying great products, and most importantly, they truly appreciate their customers. My husband and I bought a crib, changing table, and dresser from Modern Nursery. We had difficulty putting the dresser together (i.e., broken parts and a locked piece). We reached out to the Modern Nursery customer service for assistance and they/Lily were extremely polite, caring, understanding, and helpful. They took the time to assist us with our issues, eventhough it meant coordinating back and forth with the vendor and ourselves. The played "middle man" wonderfully and were very communicative as well as transparent throughout the process never leaving us in the dark. When preparing for a baby, an inoperable dresser is the last thing you want to worry about and Lily understood this. They were dedicated to resolving our issues in a timely manner. Not only are the products great at Modern Nursery, their service is TOP NOTCH.
I recently put a keekaroo high chair on myregistry.com for a baby shower. It was late at night, and I put the wrong finish and insert color on the registry. We were disappointed when I realized my mistake the next day and someone had already purchased it (though we were grateful for the gift, of course). The purchaser was someone through whom it would have been difficult to to get the order information changed. I started a chat with a representative on the Modern Nursery website and they were able to fix the finish and insert color just by looking up the purchaser's name. I was so grateful! The service was fast and I look forward to receiving the product in our desired finish and color :)
Thank you so much Cherry for taking the time to write a positive review! While we cannot claim to be a "big box" retailer, what we can claim is that we care about each and every one of our customers and we are actual humans working on the other end of your order, trying to always make sure things move smoothly and that you get what you want in the end. Our customer service team truly cares and we are thrilled that we were able to solve your problem without causing you any additional trouble. We hope your little one loves his or her high chair!
If you're looking for quality nursery furniture, this is not it. First, there was a delay in delivery of the dresser, which was only resolved when we emailed the company multiple times. Then, upon white glove delivery of this dresser, there were multiple problems which we noted within 24 hours: chipped drawer front, broken soft-closing mechanism, drawers not flush with dresser front, drawer interiors not smooth/finished, no anti-tip kit. When we emailed Modern Nursery, they refused to take responsibility for poor product quality and essentially blamed us as the customers for not noticing these subtle issues at time of delivery. Then, we were provided a series of video instructions on how to fix the soft closing mechanism of the drawers ourselves (not the definition of white glove delivery in my experience). Still, there is a chipped drawer front and one of the drawers does not close appropriately. We don't have an anti-tip kit. The interior of the drawers is not fully finished. We have requested to talk to Modern Nursery management via phone, but received no response. Overall, we wanted to support a small business but would have received better product quality and customer service at a big box retail furniture store.
We had a problem with our rocking chair, told them the issues. And they immediately understood and sent a replacement. Such wonderful customer service reps. Very reputable company.
I was very happy with my conversations with the team at modern nursery. My concerns were addressed promptly and professionally. In the end I requested a refund which was issued and processed within 4 business days. More than adequate reparations were offered to balance out a misunderstanding which was well beyond their control. I would confidently make purchases from modern nursery again moving forward and would suggest reading the negative reviews w a critical lens.
Thank you very much Shane for sharing your positive experience with our Customer Care team! You are correct that negative reviews can make a very negative impact on a business and sometimes we need to understand the full picture before making a judgment of a situation. We look forward to assisting you and your family again in the future!
The customer service provided by Modern Nursery representatives was amazing - above and beyond and greatly appreciated! They were patient with me as I asked questions and follow up questions; very prompt in responding, professional, proactive and courteous. It is rare to find excellent customer service and Modern Nursery excels at it! Thank you so much! The products are great and I will become a loyal customer as a result. Highly recommend!
We try so hard to go above and beyond for our customers and we are thrilled that we were able to exceed your expectations! Thank you for taking the time to leave this review :)
I recently gave birth to my first child about 6 months ago and Modern Nursery was extremely helpful in ensuring everything was taken care of in a way that put me at ease. We chose Modern Nursery for our baby boy's furniture because we wanted to give our business to a small, family-owned place instead of a big box retailer. Due to COVID-19, we were deprived of a lot of experiences during my pregnancy and wanted to make sure as many elements as we could arrange felt personal and special.
Modern Nursery has a really great stock of high end brands, and we placed our order after realizing that the set we wanted was sold out in most other places. They stayed in constant communication with us. When we encountered some challenges with White Glove Delivery (at 8 months pregnant I couldn't be moving and assembling furniture anymore), Nina held our hand through everything and helped resolve the issue personally and beyond our expectations. She even called on a Saturday to make sure everything was done in a way that we were happy and comfortable with! Nobody does that. If we had ordered from Amazon, I would have been about to have my baby and on my own to figure it out.
We will continue using Modern Nursery, and recommend others check them out as well!
Dear Jennifer, thank you so much for entrusting us with your business and for your very positive feedback. We are filled with gratitude to have had the opportunity to assist you with this very important purchase and white glove delivery while you were preparing for your little one's arrival. We can't always promise that things will go perfectly smoothly but the one promise we can make and keep is that if an issue arises, we will work very hard to resolve it as expediently as possible. We are so glad to hear that you were satisfied with our resolution for you and thank you so much for your continued loyalty and support! It's customers like you who make us so grateful to have the opportunity to do what we do!
To try to find out the delivery date of the crib I purchased for my daughter, I used the site's chatbot to attempt to communicate with Customer Service. After the initial, question by the rep of the order number, to which I responded, there was nothing. Waiting 15 minutes and even asked a couple of more times if s/he was able to provide information. Tried calling and only received VM to leave a message.
Hopefully the crib will be delivered without issue during the estimated time since I can't get a straight answer.
Hi Ellyn! Our apologies as it looks like you reached out to us at 1:23pm and we were able to respond to your chat at 2:09pm that same day with the info which you requested. We have quadrupled our Customer Care team over the past two years and now have more team members to assist with chat situations. We are terribly sorry that we were not able to provide a response for you within minutes, which is what you would expect via live chat. I do see however that we took the steps to reach out to the manufacturer as soon as your daughter's crib arrived back in stock and we were able to request to have it shipped the same day, successfully! We take great care to make sure that each and every one of our customers is taken care of and we hope that your grandbaby is loving his or her crib!
I was super concerned after reading all negative reviews but my experience with the company was completely different! I ordered Joolz geo 2 stroller so when i read that people were waiting 3 months and more i was even more anxious. We live in Alaska and to deliver packages here takes usually longer not even mention cost of shipping. So initially i tought i just lost my money and i'll never see my stroller but i was completely wrong. Most of the companies are not even willing to ship especially heavy things here or charge way to much for shipping. Modern nursery charged me 10 dollars for shipping, they sent me tracking number within a week and package has been delivered here within 3 days since they sent me tracking number. I just received my awesome stroller, 1 day after estimated delivery just because of an earthquake in Anchorage. So all i can say is that i'm very happy i purchased from modern nursery.
We are so happy that we were able to provide a pleasant experience and we certainly hope that you are loving your Joolz Geo2 stroller!
Overview
Modern Nursery has a rating of 3.2 stars from 32 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Modern Nursery most frequently mention and customer service. Modern Nursery ranks 28th among Baby sites.
A 20 year old small, family-owned business, Modern Nursery is now under new management that is highly focused on a positive shopping experience and astounding customer service.
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- Georgetown, CT, United States
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Hi Joseph,
You reached out to us initially claiming that your shipment in a crushproof box arrived damaged, so we immediately shipped a replacement free of charge. When your replacement stickers arrived, they were ripped in the application process due to user error.
We immediately had our Quality Control Team open a brand new pack of those exact stickers and create an instructional video for your convenience, as you claimed that it couldn't be done without ripping them. Even so, customer satisfaction is our ultimate goal and we we didn't want you to be left with defective stickers OR stickers in the style you didn't like and thus be dissatisfied with your purchase, so we offered to ship a second replacement at zero additional charge to you in the style that you ordered or any other style(s) on our website for the value of your original order and you kindly declined. We always try to go above and beyond for our customers and even though our policies are clearly stated, we do take your feelings into consideration and we were happy to work with you on a solution that would best suit you and the little one that you purchased these for!