Jardine Crib Recall and Babies R Us
OK so a couple of weeks ago, just before Terri went in to labor, we received an email from Babies ‘R’ Us informing us that the 2 cribs that we bought from them had been recalled and we should come in to there local store and they will do everything they can to replace the crib with an equivalent model.
The night of the email we decided to go to the store where we bought the cribs and ask them what we should do. There first reaction to us was Contact the manufacturer. I explained to them about the email that we had received and that I bought the crib from them and I would like to only deal with the store. After a small argument they agreed to deal with the problem and told me I had to bring in the side of the crib with all the codes on and they will replace it in the store.
Two days later we returned to Babies ‘R’ Us with the side of the first crib I wanted to return. I explained what I was told to do to a new assistant manager and she told me no problem and took me back to the furniture department, this is where the problems started. The manager of the furniture department told us that they did not have any cribs in store that are Cherry and in the same price range we said no problem we found a crib online that we liked and could they order us one. NO was the answer online is a different system and we can’t do that, OK is there another Cherry that they can order for us. Again NO we were told the only cherry crib the store now carry’s is $200 more but we are more than welcome to pay the difference. I did not like this answer as I liked my current cribs and it was not my fault that they are now faulty and I didn’t see why I should have to pay another $200 per crib.
After more questions to the furniture manager she turned round and said to me “Well you get what you pay for” a great attitude I thought, funny when we bought the cribs we were told they were a good crib. The manager then told me she would try and put the value on a gift card and then I can order the cribs from the online store. When the manager returned she told me that she could not give me a gift card, and tried again to sell me another crib. This time she told me that she can give us 15% off so we would only have to pay about $100 per crib. Again I said NO I don’t want to pay more money. Then I was told that I could buy 2 new cribs off from the online store bring in the receipts and they will refund me. Again I didn’t like this idea and I was told “What’s wrong its only $600 just put it on a credit card” What great service I thought.
After this I asked for her managers number and the number for corporate. I called both numbers that night, I left a message for the regional manager. I did speak to a corporate help desk person who told me if I buy the cribs online the store CAN NOT refund me unless they carry the cribs, They didn’t so I am glad I didn’t agree to that. I was also told that they have been told to tell people NEVER to put there kids in the cribs again, I said I would love not to but I have no other crib.
Later that night Terri went into labor and we all know what happened there, Caroline was not well and rushed to Loyola.
While in the hospital I received a call from Babies ‘R’ Us corporate I told them the whole story and just how I was treated at the store to my surprise the girl from corporate told me to contact the manufacturer and it was nothing to do with them. I told her I bought the crib from them and they emailed me and they would fix it, again I was told it was nothing to do with them and to contact the manufacturer. For what its worth the manufacturer’s web site tells you the new crib would take about 3 weeks and in that time you have to send parts of you old rib away so you are without a crib for 3 weeks. When I told corporate this she told me to buy a new one and they would refund me when the manufacturer sent me a voucher (3 weeks later).
Later that week the regional manager phoned me up and I told him my problem it was then I decided to tell him that due to the argument in the store my wife went in to labor early and my baby was rushed to Loyola Hospital, it was at that point that he told me he would take care of it and with in an hour he emailed me a gift voucher for the cost of 2 new cribs and shipping so I could order from the online store. The cribs are now ordered and should be delivered later this week.
I would first like to thank the 1 manager at Babies ‘R’ Us that realized how to fix the problem and how to treat a customer properly. After this experience I will never shop at Babies ‘R” Us again and I would recommend everyone thinks twice incase there is a problem with anything they buy. I would also like to point out that 1 of these cribs was just 6 weeks old.
