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  • Horrendous customer service!!! I ordered a baby gate for my little one yesterday (10/1) and selected "ship to store"--the option that claims to be "ready in as little as one day". I received the email that my order had shipped from the warehouse and would be available for pick up between 10/8 and 10/11. Assuming my local store did not have this item in stock, I thought nothing of it and anxiously awaited the email telling me my item was available. Imagine my shock when I stopped by the store this evening (10/2) to find they have not one, but FOUR of the exact same item I ordered (and paid for) on the shelf. I showed the associate who checked me out my email verifying the purchase, but her manager said I would have to contact customer service, cancel the original order, and pay for the item AGAIN before I could take it home with me. I immediately called customer service and spoke with Sara. Sara absolutely did NOT listen, nor did she understand the situation I was attempting to explain to her. She originally told me I was not able to cancel my order that was/is in-transit, then she changed her mind and told me I could cancel my order, receive a refund (3-5 business days later!) and go pay for the exact same item again. She was argumentative and REFUSED to transfer me to her supervisor for further assistance. I should have been able to show my email with the proof of my purchase and leave the store with my item tonight. In fact, it never should have shipped from any warehouse in the first place---I should have been notified it was in store that day!!!! I fail to understand how this is efficient or customer friendly. I would like this rectified immediately!!! I should be able to walk into my local store TOMORROW and leave with the product I have already paid for. (funny how you can't email Babies R Us customer service any longer). I expect better customer service from a company who's primarily clientele consists of families.
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