I had a terrible customer service experience at Babies R Us yesterday, and I’ll never shop there again. Here’s what happened.
Weeks ago I purchased three boxes of Lansinoh nursing pads (they keep milk from leaking out of your boobs into your shirt). I quickly realized three boxes was too many, and brought in my online receipt with two of the still unopened, new boxes.
At the return counter, a clerk told me I needed the packing receipt but would call headquarters to get a return number. Meanwhile, I headed to the cloth diaper section and loaded $231 worth of gPants into my cart. (Lucy is almost ready to move up to size medium, 14-26 pounds).
Back at the counter,
the clerk entered the return number for the nursing pads but the computer wouldn’t accept it.
I paid $10.99 per box but the computer only wanted to refund me $7.99 per box. Why?
Babies R Us policy dictates that for an online purchase, an in store return can only be processed for the price paid with a packing slip. Otherwise you get the lowest price the item has sold for in the past 60 days.
Not the current price. The past 60 days. So if the nursing pads had been on sale for just one day at a lower price – which they had, for $7.99 – that is all Babies R Us would give me.
Even though I had a receipt showing I had paid $10.99. Aaaaag!
The amount in question was $5.98. The principle at hand was priceless.
In my most polite but I-am-totally-ticked-off voice, I made my case.
I had proof I had paid the higher amount!
She repeated the policy.
I said it was a terrible policy to offer less money than the customer paid.
She said there was nothing she could do.
I asked to speak with the manager.
She was the manager.
I said I was a loyal customer and spent a lot of money at the store.
She didn’t bat an eye.
I said I was within the return period.
She didn’t care.
I asked for a bit of discretion considering I had proof of purchase.
She pointed out my missing packing slip.
I said I was never going to shop at Babies R Us again.
She apologized and said she didn’t make the policy.
I was out of ammo.
I could walk out in a huff with the nursing pads, or accept a few dollars less. I took the money. My only satisfaction was that after I relented, she began ringing up the $231 in gPants.
“I was serious when I said I’m never going to shop here again,” I said. “I don’t want those.”
“Oh,” she replied weakly.
I still have a bad feeling about the entire experience. And I can’t help but wonder. Is it really worth it for Babies R Us to lose a customer for $5.98?