Babies R Us

My review is based on several experiences at this location. Floor staff is usually polite and helpful but staff at checkout/​customer service desk barely do the minimum. Almost every time I’m in the store there are long lines at checkout and if you ever try to ask for any clarifications they act like it’s such an inconvenience. Furthermore, they don’t even try to answer your questions correctly and they make stuff up just to get rid of you. An example: I asked to exchange a pair of shoes that I had purchased for my daughter for a smaller size and if possible a different color (same brand and type of shoe). I was told that an even exchange had to be the same color and size, which to me makes no sense. I agreed about the color although it didn’t make much sense, but same size too?! Why would I want to exchange for the same exact shoe size?! I was told they do even exchanges only for damaged merchandise and the only way I would be able to get the smaller size was to return what I had purchased and buy the smaller size, but that way I would loose the rewards points that I had used in the original purchase. I will avoid this store whenever I can. Every time I’m there I feel zero customer appreciation.

I had a very good experience with an employee named Donald. He was knowledgeable, patient, and took his time answering all of my questions while buying a crib and other furniture pieces. I wasn’t sure if this was the place I wanted to purchase my items, but I was able to quickly learn that the prices were comparable to anywhere else and the quality and guarantee that Babys R Us offers is exactly what I needed to feel secure when purchasing such important items. Special thanks to Donald for his help.

I have been here 3 times now, and all have been positive experiences. The prices are a bit high in my opinion, but they seem to be high quality products. The staff is very helpfull with information and helping load large items in to your truck. My only complaint is that check out is wicked slow. Only one register is usually open.

I always appreciate the selection of products and friendliness of the staff at this location. I would especially like to call out your associate Gayle who works at the front of the store. She treats every customer like a friend during the checkout process.

I’m writing this review mainly to acknowledge some exceptional customer service I’ve received at this store. Let me start by saying that I’ve been shopping at this Babies R Us since my son was born almost 2 years ago, so this review is long overdue. I have to say I love this store. First of all, they have a great selection. Literally everything you need for your baby from newborns to toddlers. The store is well organized and always clean. They have a nice mother’s room in the back with two changing tables and a couch. My son is terrified of public bathrooms… all the noise freaks him out, so although I’m not nursing anymore its nice to have a quiet place to change him. In addition to the baby goods they also have some household products (paper towels, laundry detergent) and mom products, tampons, breast feeding needs etc. The household products can be pricey (19.99 for 8 rolls of paper towels) BUT if you are a new mom, and don’t want to drag your newborn around to a million public places then its worth the price to come to one store and get everything.
I’ve shopped at other local Babies R Us stores (Auburn, Northboro) but this store always has items you want in stock more often than the others. The other thing that makes this store stand out is their amazing customer service! In the face of hormonal pregnant woman, extremely hormonal new moms, clueless dads, and the dreaded mother in law, these guys come to work happy and ready to help with a smile on their face.
Because I shop at this store pretty often (esp when my son was younger) I know many of the employees by name and they know me, but pretty much everyone who works here is pleasant, helpful, caring, and they generally seem happy to working here. They always ask about my son and tell me how cute he is when he is with me (you always get mom points for that) .
Here is my customer service story (and I’ll try to keep it «short»). I had a stroller that my son nor I were happy with, but we were well past the return policy of 90 days. Luckily, I still had my receipt and the box so I called the store and asked for a manager to see if there was anything they could do. I spoke to Gerry. All he had to hear was that I was not happy with the stroller and he said bring it back, no problem! They gave me a full refund via a store credit. I wanted to get a jogging stroller in place of the stroller I returned. I was looking at the «Chicco Activ3» which, with a 20% off coupon was right in my price range. At the store I found none on the shelves: (While an employee (I forget his name) went into the back to check what they had I noticed the new Graco Jogger the «Relay» it looked really nice and seemed comparable to the Chicco and even to the famous BOB strollers, but it was 50 dollars more than the Chicco and even with my 20% off it was out of my price range.
So, no Chicco strollers in the back, I began an on-​line ordering process with Lisa at the registry desk. Lisa even went out of her way to check other BRU stores in the area and check if any were at their distribution center. No luck, so we were into the on-​line order, I was just chatting with Lisa a bit distractedly while trying to keep my 2 year old from running off or destroying the place. I mention to Lisa that I liked the Graco stroller (they had 1 or 2 on the shelf) but it was out of my price range. Without hesitation she says, «let me see if we can price match it». With Pat’s (manager) approval not only did they price match it down to the price of the Chicco but they also still let me use my 20% off coupon. Now, keep in mind Lisa did not have to do this. I was already buying the Chicco, she wasn’t trying to save a sale, they had the sale. She simply could tell I was a little disappointed to not be walking out with a stroller that day and she took the opportunity to go above and beyond and provide exceptional customer service.
I’ve owned the Graco stroller for going on two weeks now. I LOVE it and so does my son. For the price, I feel like I stole it. Thank you Gerry, Lisa, and Pat. I will continue to shop here for everything my toddler needs and whenever my husband and I decide to have baby #2, I’ll be here for all of those baby needs as well.
It’s true that the prices here are a buck or two more than Target or Walmart but I’ll gladly pay for such incredible service and friendly faces anytime. I agree with the other reviewer that the lines can be long sometimes, but its because this place is always busy… and there is a reason busy places are busy :)

I’ve had quite a few additional experiences since my last review, and while many were even more time-​consuming, overall the staff’s assistance was enough for me to improve my rating.
In almost every instance, long check-​out/​pick-​up times have still been an issue. The worst was a big online order that we were told was ready, but resulted in us standing at the counter for over FORTY minutes as the items were being gathered, a couple of which ended up being out-​of-​stock; I don’t know how much of this inventory issue was the fault of the local store vs. the website, but it should not have happened. In another case, just picking up one piece of furniture we ordered (from the store, not online) took almost half an hour.
However, since my original review was posted, the trend of helpful associates has continued: some have spent quite a few minutes with me to help explain differences amongst models, suggest alternatives, and examine stock for items I could not locate, even following up with me in other parts of the store to see how I was doing. In addition, I was able to exchange a defective part of a crib I purchased with no hassle. Finally, the woman trying to assist me with the online order issue went above and beyond in trying to personally resolve the situation (it seems she actually hunted down and found one of the reportedly missing items herself).
My overall take-​away? I would not come here if you are pressed for time, and ordering ahead of time for pick up does not seem to help speed things up. However, if you have the time to browse, want to examine merchandise, or may need guidance from helpful staff, this may be a good option for you.