Baby's Den

I believe the four star review from "***" is by someone who works at Baby's Den.
I also reported to the Federal Trade Commission for this online scam.
My credit card company was able to flag the order as fraud.

Buyers beware! These people are thieves, liars and unprofessional. It is not worth your time and you can find better deals elsewhere! I am a mother of two young children. I have no time for this but it is the principle of it. I will post more details of what happened but for now - I urge buyers, don't let these thieves keep conducting business this way.

On October *, 2019 I placed an online order for a Project Nursery Deluxe HD Video Baby Monitor System with 5.0" Screen for $299.95. I received notice that the item shipped the next day. I signed for the package at the post office on Tuesday, October . I opened the shipping box, which was in unopened condition. Inside, the monitor box appeared dirty, but did not have any damage. However, once I opened the product box, I immediately knew that I received both a used and useless item. The contents that were shipped appeared to be thrown very haphazardly into the interior box. Nothing was nestled into the appropriate sections of the box. Additionally, the box held a small video camera, but there was no 5.0" screen included, which renders the item completely useless. Also, there were human hairs in the box. I called the company immediately but was sent to voicemail. I left a message requesting a call back and additionally sent an email detailing my complaints. I waited 24 hours and after receiving no return communication, I called and left an additional voice message and also sent an additional email. I then received an email from the company stating that they supposedly researched my complaint and determined that they sent a new, unopened item and that I was not due a refund because they do not accept returns of open items. Please, tell me how I'm supposed to determine that the item I ordered is in completely working condition without opening the box? I have neither x-ray vision nor access to an x-ray machine. They suggested that I contact the manufacturer for a warranty complaint. This is not a warranty issue. This is an issue where the business selling this monitor took my money and then sent me an obviously useless item. Based upon other complaints made against this company, this is par for the course.

I had a terrible experience with this company. I ordered a Valco canopy for my stroller. There was only one available online with one photo (not close up) of the item and it looked exactly like the item I needed. Under the description it did not say which stroller the canopy fit. When the item came, the clasps did not fit in my stroller. I called at least 7-8 times to try to resolve this issue. I was unable to get through a live person in customer service. I was told to send an email. I did send multiple emails with pictures. I sent the first email on 8/*** and did not hear anything back until 9/*. The reply I received was not helpful at all- they just said I received the item that I ordered. It was clear that they did not read my entire email or look at the pictures. I was told (through emails) multiple times that this was my fault and they would not accept a return. I called Valco, the manufacturer of the stroller/canopy, and I was told that the item description should list what strollers the canopy fits into. I did ask a supervisor at Baby's Den to call me, but no one ever did. They stopped responding to my emails all together. Of note, this was a $25 item.

My husband and I placed an order for a stroller and a carry cot on June ***, 2019 (order # ***). The carry cot was delivered, however the stroller was not. When we called to inquire about the stroller, we were told that it was an open box item and therefore no longer available (why didn't the store call us to tell us that?). We placed another order for the stroller on June ***, 2019 (order # ***). The stroller was delivered on June *** and we realized that the carry cot does not fit with the stroller. When we were shopping for those two items, we had an impressions that they would fit, since both items were from the Cybex Golden collection. We ordered carry cot M and apparently only Carry cot S would fit the Balios S stroller which we ordered. We tried contacting the business over the phone asking for a return/exchange options and were told we would need to write an e-mail to *** and customer service would contact us within 48 hours. Nobody contacted us, I called again, and was promised that someone would contact me within 30 min. It has been almost 2 weeks, nobody has contacted us. When I call I am always told by the same person that he is in sales and cannot do anything about the product return/exchange as it would have to be through customer service and he always hangs up the phone. This store has absolutely no customer service. All I wanted was to exchange the carry cot for the correct one. Now I just want to return the produce and have my money back.

This store is the worst I have ever dealt with! I bought The Lollipop monitor for my daughter and it burned her couch when she laid it down while she was testing it. We bought it as a baby shower gift and it was only tested never used as her baby is due in 2 weeks. I called The Baby Den to ask if we can exchange it and they said they couldn't do that and I would have to contact the Manufacturer. I have made several attempts only to get back that address can not be found...this place is a joke!! They take your money and they cant even stand by their defective product!! I have NEVER dealt with such unprofessional people in my life. If you need any baby items DO NOT go to The Babys Den !! Or get The Lollipop Monitor!! Go to a more reputable place who care about their customers and back their product !! If I could leave negative Stars I would!!

Before I ordered the Nuna carrier - item, I called to ask if it was available/confirming.

The man I spoke to stated that, it was available and I should go ahead and order it online.

The company lied about an item that was not available or in their possession .

After waiting for four days, I called again for the item confirmation that it has been shipped.

After calling several times to speak with someone, and cancelling the order. He insisted that another item will be sent to me.

I informed him to cancel the order and get a refund.

He said it was to late and the item was sent out already; which I knew was impossible .

He refuse to give me a tracking number or item confirmation .

Five days later, I called asking for my refund. I was on the phone for three hours on hold to resolve the issue ; he kept me on hold three times and never returned my phone call.

There was no one else to resolve my issue except him; perhaps he was the owner himself.

I have been very lenient and still waiting for a full refund.

Attached is the note received after informed to order the item that was not in stock

Great costumer service
All baby products were here
definitely buying again

This is the worse experience I have ! Placed the order 11/*** , and today is 12/*** .I could have got the nuna Rava indigo anywhere else , I choice them because they had a good rating ! I was totally wrong, waste of time ! And the discount is now gone , which I have to pay it in full price for my 8 months old poor baby that been waiting for a month and got nothing at the end!
First of all, online says product was in stock , few days after placing the order , got a call from a rude employee , verified my address , and said will ship out next day , soon after I said ok , he told me the color I ordered was damaged ( yea right ) and ask me to take the black one instead , so I asked for refund immediately because I wanted the blue one , he then said “ no one has it anyway , if you cancel it , you not going to get the discount” , I then ask when will I receive it if I wait , and I was told 12/, so I said I would wait.

Then 12/I texted them to verify , and they said sure will ship to me as soon as it becomes available. Today I called back checking the status, they told me the item was discontinued and asked me to place an order online with a full price , I told the guy I bought it in thanksgiving and got the $100 off, and he said he will check for me and put me on hold , after 10 mins , I hung up and call again , another employee said the order was refunded without me knowing it!

In conclusion, they wanted you to place an order , and when they can’t fulfill it , they make you take something else, then when they feel like it , they just cancel the order without asking !

I ordered a baby carrier with this company in early September. I received the carrier in December. The carrier was now too small for my baby but worst of all- instead of the simple black one I ordered they sent me a heinous pink monstrosity with gold wings! I emailed the company right away because they only give customers a 14 day window to return the merchandise. The contact email on their website is apparently non-fun tional. I called several times only to be placed on hold for over 20 min each time after which I was given the correct email address. I’ve emailed them every other day for two weeks asking for a return label. I was told I had “nothing to worry about” and that the label would be sent this past Tuesday. It’s been a week and I have no answers, no label and no refund of $200! This is a horrible company that scams customers of their money, doesn’t deliver the correct product on time and does not have an adequate customer support network. I want my refund!

I placed my order for a Doona stroller for a gift to be shipped to the recipient in MS. According to the website orders ship 2-3 days from order. I ordered on Nov , a Saturday. On Thursday I received no information so I attempted to call and email and received no response. On Friday I emailed with CANCEL in the subject since I had no idea the status. On Sunday I received a call that my order was back ordered but would ship "next week". I made contact on Tues/wed for a status since the baby showed early. Thursday I received notice that my order would ship Friday but to my home paddress 800 miles the wrong way. I made contact via email and text requesting they correct and received a reply so I responded with the tracking and included the original order information showing the correct address with order number. To date I have received no communication and according to fedex the address has not been updated.

Horrible customer service! They are nice until you place your order. After that you can expect alot of delays, misinformation and promises they dont intend to keep. My Dale's person Jay, had me write positive reviews on *** in exchange for free accessories for my stroller. But once I hv ad done so the lies began to pour in as I waited and waited for my stroller purchase and accessories. Jay, became almost impossible to reach and had a co-worker David try and get rid of me every time I had to call the store. They wouldn't return phone calls and always ask me to send text msg's. Now that my Patience had meet its end and I left an unsatisfactory review with the Revdex.com, I recieved an email from Jay, threaghtening me that if I dont remove my review I will not recieve the Rain cover promised to me. Don't believe any of the good reviews as Baby's Den is buying them from their customers with false promises of free accessories they don't intend to give you!

I have had a similar experience with this company. I placed my online order and a week later still had not recieved my email confirmation! Finally, I called the store and tried to get some answers but was given the run around. I asked why was I not able to track my order as I had paid f oui r it a week earlier? They gave me a new order number which also did not give me tracking information. I had to call again and this time I was told my stroller, carseat and rain cover had all been damage in transport and they would have to send me another stroller, car seat and rain cover. Not to mention I was promised expedited shipping when I first placed my order but of course that was not to be the case! I finally recieved my stroller & car seat but NOT the rain cover 3 1/2 weeks later! Everytime I tried calling the store to speak with the sales person "Jay" that I place my order with.. he was never available! They don't return calls and or emails and now it's been over a month I've had my baby and I al STILL waiting on my rain cover! Terrible experience dealing with this company! I urge anyone thinking of doing business with them to please save themselves the headache and go with another company!

Never saw my order nor recieved any communication after the confirmation email for 2.5 weeks. Was given a story of why my order didn’t arrive, but do not trust this company!!!

I ordered a car seat online from this vendor after speaking to them on the phone to confirm it was in stock. It was in stock and he told me it would ship out the next day. I received an email with a *** tracking number showing that it was never accepted at the *** facility. I called at least 5 times that week to find out what the status was and they said they would ship out a different one if the status didn’t change. Well the status never changed and they said they would use the same tracking number for a new car seat shipping out. Needless to say, I never received the second car seat they said would ship out. I called again the next Monday and they said they would ship another one out via *** ASAP. Well, as of that week, I never received the 3rd car seat they promised me. I just kept hearing stories after stories and my baby was almost due and still didn’t have a car sett. Do not order online from this store. I finally read the reviews following this horrible experience and apparently I’m not the first customer with this problem. This is the worst type of business model for new parents waiting to receive much needed baby gear; especially something needed for safety getting home from the hospital, a car seat. Other people need to be forewarned not to give this company any business to avoid having to go through the uncessary stress on top of having a baby.

We placed our order on September *** and we were told the items would be here in 2 weeks or even sooner. That would put delivery around October ***. On November *** damaged pieces arrived at my house. I have pictures of the boxes themselves that even show the damage. We explicitly stated we did not want a partial delivery. Numerous emails and phone calls went unanswered or unfulfilled promises were made. Now at the 7-8 week mark David, who I believe is the owner, got involved and promised to resolve the issue. We told David we were tired of false/broken promises from employees and it was decided he would be in charge of our situation. While he said he would pick up the dresser from our house and refund us the money, we decided in good faith to trust his word that the items would arrive within a few more weeks. On Wednesday, December *** we were told the items would arrive to the warehouse. We spoke with David who even supplied us with a tracking number. Upon looking at the tracking number we realized the delivery had been missed or skipped. After contacting David he immediately called Pilot Freight and called us back with an update. The issue was left that the crib would be delivered to the warehouse Friday and inspected and delivery would be available shortly after. As a last remote alternative, we briefly discussed the chance of us renting a truck and picking up the furniture from the warehouse. Friday afternoon we received a phone call from a person we have never dealt with arranging pick up of the item. My issue is that the company is yet again providing empty promises.
The boxes were supposed to be unpacked and inspected and then us notified. However, the employee new to the situation is able to ensure me that the item would be arriving any minute and this time it would be the right item but no one will be able to inspect and call me back because of poor reception. This is an unacceptable response from a business. We were supposed to be dealing with David and not a new person. When I told her I wanted David to call me I was told he left and shut off his phone for the weekend. Again, a bizarre and unacceptable response. I said you must have another contact number for him so have him call me back. I hung up. Obviously, I found this all to be bizarre and another stall tactic so I checked the tracking number. Not surprisingly, the item was not at the warehouse nor does it appear to be out for delivery today. I am done waiting for them to get their act together. While individually employees have all seemed very pleasant, no one seems to know what is going on. I thought we were dealing only with David at this point, and now we have a new person who yet again has no clue this are to be inspected or any of the issues over the 3 months. Our only option is to wait even longer.... which is not happening.

The amount that needs to be refunded in full to my credit card is $2081.92.

Purchased 6 items with 2 day shipping on the *** of October. Received an email to verify that the address is a Residence; answered with an email the same day. Received another email asking me to provide scanned credit card photo and ID; again answered the same day with an email.
Waited for 10 days and sent an email to customer service asking them why the website still is showing my order as “on hold”. Got a response the next day with an email telling me that my order is in “Processing” and to expect an email with shipping confirmation.
I have called the company three separate days after the *** of October mail with no shipping confirmation provided and “will call you back” responses.
I have again emailed the company on November ***, explaining that this is unacceptable and to send me the shipping confirmation or to refund my payment when the work week begins on the ***. I have received an email telling me they will contact me on the ***. I have waited for somebody to contact me, nobody did. I have called the company again on the ***. and was told this time that the package was shipped and they would again “call me or email me” back the same day.
Today is the *** of November, I have made the purchase on October ***. Payment was made (checked with my credit card company). This is utterly unacceptable.