I honestly don't think that words can possibly do justice for how absolutely horrible this store is, particularly the ignorant and unprofessional customer service (wherever they sit) and the home-delivery department. Over three weeks of our life wasted dealing with these people, and this truly did not go over well with a 9-month pregnant wife. I will never walk in this store, or particularly order online from them again, and I have made my family and friends well aware. If I could give a negative number of stars I would.
Baby dresser ordered... Once the delivery date came, we were immediately informed that there would be a two-week delay right off the bat. We were patient, even though we were still forced to pay the delivery fee, which is garbage. So once the dresser arrived, it was pushed into the entryway of our little condo and left. Once we unpacked the 30lbs of dunnage, the dresser was in awful shape. I don't understand how a simple "quality check" wouldn't have caught these things. Deep scratches on top, the back side was completely broken and ripping off, and two drawers completely smashed...
Soooo, now starts the return process. We immediately filed for a return. We were promised a response from customer service within 48 hours. 48 hours went by and we heard nothing. We called again, given the same answer, and waiting around another two days with no response. We tried again, escalating to a so-called supervisor. We were told yet again we'd receive a response in 24-48 hours, aaaaaand you guessed it, nothing. Now both my wife and I are involved.
Week 2 of this massive dresser sitting in our entryway: Buy Buy Baby still has no response. We called each day, and got the same responses "Rest assured your problem will be taken care of today," "I understand your frustration," "Oh, thanks for informing us, I'll send an urgent email right away to home-delivery." We spent roughly 5 hours on the phone, and heard these exact phrases probably over 30 times, and literally not a single thing got done. Conveniently, you customer service doesn't actually have a single thing they can do. All they can do is send emails, which makes me wonder why they are called customer service.
We then got the usual COVID bull$#*! excuse about how nobody was available to pick the item up. Funny, because we called multiple expediting/shipping places, and COVID was not an issue to deliver or pickup, and we were informed that Buy Buy Baby never once reached out to set up a pick up. After informing BBB of this, we continued to argue with them. They were unprofessional, ignorant, and filled with empty promises. They missed every single deadline they gave us and were full of lies.
Finally, we just went to the store and picked up a new dresser ourselves. Just me, my 9-month pregnant wife, and our vehicle. Got it home and upstairs in 3 hours, yet BBB is still incapable of doing a simple task.
Lastly, going on 3 weeks now, we finally got a family lawyer involved. Funny how fast things moved after that. We told BBB that the expediting service in Columbus had plenty of openings. We did their job for them, and finally BBB was able to get a truck to our location to pick up a shattered dresser after three weeks. The irony is that the shipping company told us that they just received the request from BBB, which means that BBB sat on their hands for almost 3 weeks without trying to set up a truck. It was only once we got a lawyer involved that we got the ball rolling.
We are actually still waiting on more return calls from BBB that we were supposed to get yesterday and today, but guess what, still no calls. Also, there is no connection to the home-delivery department, therefore you can't actually speak to the losers who are in charge, but instead you get the worthless customer service.
Another thing. BBB didn't even know the dresser was still in stock. Multiple agents told us it was, and was not in stock. We had to provide screen shots for them because they were so incompetent.
Whatever you do, my recommendation is to not buy a thing from this place. Nobody there was helpful and their customer service was at the level of a 4th grader. They do not know what they are doing, and lord have mercy if you need to return something, particularly online or is furniture. No wonder why you have so many 1-stars. And guess what they offered us in return... absolutely nothing. That's what we have grown to expect from pitiful businesses as such.
Again, I highly recommend looking elsewhere for your baby needs. There is so much more of this that I can't even type, but hopefully you get the moral of the story.