Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a $1500 dollar order through Babylist for the uppa baby vista v2 stroller and infant car seat. I checked my email and Babylist stated it was delivered turns out they sent me a $80 changing table and marked my stroller and car seat order as delivered! I have been trying for weeks now to get in contact with someone who can actually help me and send out the items I ordered and paid for but have had ZERO luck. Every time I speak with someone via live chat I am told the same thing I will be sending this to my specialists and they will get back to you shortly. NO ONE has reached out to me and nothing has been resolved. I would not be this stressed nor upset if this was a small priced order but this was a $1500 dollar order that I paid for and have not received. Please if you see this do not trust Babylist with your orders especially pricey ones. I wish I would have looked into Babylist reviews before purchasing something so expensive and trusting I would receive it. Whoever runs this business needs to be held accountable I cant even fathom how many complaints she gets a day about orders that are never delivered. I will never be using this business again nor do I advise any new moms to trust this business unless you enjoy your money being stolen.

  

  Business Response

  Date: 12/30/2024

  We sincerely apologize for the frustration and stress caused by the mix-up. We can imagine how concerning it must be, especially with such an important and high-value order.
   
  After looking into this issue, our Customer Support Supervisors have reshipped the customers UPPAbaby car seat with expedited processing. They paid special attention to follow this order through delivery and confirmed that it was delivered on December 19th.
   
  We recognize that the delay in communication added to the inconvenience, and were in the process of improving this experience moving forward. We truly appreciate the customers patience as we worked to resolve this and value the opportunity to provide a smoother experience in the future.

• Initial Complaint

  Date:12/16/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ordered was cancelled for unknow reason of suspicious activity. I contacted customer service appx 2 weeks and was told to wait for a specialist. need the sale price to be honored

  

  Business Response

  Date: 12/26/2024

  Babylist sincerely apologizes to the customer for the delay caused by the issues with their order. We are dedicated to maintaining a secure and reliable shopping experience for all. Sometimes, orders undergo additional review for security purposes, which may result in cancellations.
   
  Weve communicated this to the customer, and they successfully placed a new order. Additionally, a refund has been applied to match the price of their original order, as the stroller was on sale at that time.
   
  We truly appreciate the customers understanding and patience throughout this process. If there are any additional questions or concerns, our team is available and happy to assist further.

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Do not use Babylist as your registry. I happened to get a great discount after I used them as my registry, and ordered items for labor during Black Friday weekend. I got a great deal on those items, or so I thought. I thought I was giving myself enough time to receive these important items. I used gift cards from returned gifts to purchase these items. My order was placed on Nov 30th, and to this day, Dec 11th, havent shipped yet. It says p***aring to ship and had an estimated ship date of the 7th, which I still think is a long time. Their customer service **** are of no help and insist that all they can do is forward my issues to a specialist. Its been days since doing that and I havent heard back. Im sure you know that becoming parents is a big financial responsibility, so I cant just ***** nilly cancel the order and purchase these items at a higher cost as one customer service *** recommended. I thought I was saving us some money troubles by returning items and just having gift cards, but I think Babylist pushes your orders to the bottom of the barrel if you do that. I wouldnt use them as a registry or somewhere to purchase items whatsoever. They end up being more expensive and shipping takes a really long time. Its not convenient, specially for pregnant women or new parents. Save yourselves the hassle and stress, just register/shop at ****** or target.

  

  Business Response

  Date: 12/19/2024

  Babylist sincerely appreciates the customers patience and apologizes for the frustration caused by their orders delay. While the company works through an unusually high holiday volume of support requests, we regret that this impacted response times and caused further inconvenience.
  
  Upon review, our team has monitored the shipment closely to keep track of the order and has kept the customer informed through each step. Were happy to confirm the items have now been successfully delivered and the customer also confirmed the items have been received.
  
  We thank the customer for giving us the opportunity to turn the experience around for them.

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a stroller and car seat from the company. Been 2 weeks still no car seat. However the stroller was delivered and is 2 years old at the time of delivery. Meaning my product I purchased new had already lost 29% of its lifespan before I even received it. They dont have true customer service support or even agents. It is AI replies. Not to mention the stroller marketed as new is indeed not the new model but the older one (makes sense being its 2 years old) They will not work with me to assist with anything and have been extremely hard to get ahold of (when you do its an AI email bot)

  

  Business Response

  Date: 12/16/2024

  Babylist sincerely appreciates the customers patience and apologizes for the frustration caused by the issues with their order. The company has been experiencing higher-than-usual volumes, but this is not due to a lack of willingness to help. We're actively working through all inquiries as quickly as possible to ensure every customer receives the support they need.
   
  One of our Customer Support Managers carefully explained that strollers do not have designated expiration dates. To address the customer's concerns regarding the stroller's safety and longevity, we have issued a partial refund to account for the manufacturer's date. Additionally, the customer's car seat arrived, but a replacement has been delivered due to damage to the original items packaging. We advised them to either keep or responsibly dispose of the damaged product.
   
  We thank the customer for giving us the opportunity to turn the experience around for them.

• Initial Complaint

  Date:12/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased $844.17 worth of products. Shipping is meant to be done in 2-3 business days. Company has not sent the items, will not confirm when items will be shipped, will not let me speak to a manager and is overall obfuscating information about this time sensitive purchase

  

  Business Response

  Date: 12/30/2024

  We sincerely appreciate the customers patience regarding the delay in shipping and delivery of their Babylist Shop order. Between the holiday seasonal spikes and long term logistical improvements we're making, this customer did experience delays that were longer than we anticipated, for which we apologize.
   
  To help resolve this situation, Babylist Support went through all of this customer's orders, providing status updates and tracking links for each of them, reshipped what hadn't arrived, paid for expedited shipping and purchased a handful of items for them from another retailer to ensure they received what they needed.
   
  We deeply regret that this experience left a negative impression of Babylist and truly value the feedback, as it helps us improve. We hope to provide a smoother experience in the future. If the customer has any additional questions or needs further assistance, the Babylist Team remains ready and happy to help.

  Customer Answer

  Date: 01/14/2025

  Thanks for this response 
  
  Sorry for delay, have birth *******
  
  This has been resolved; I appreciate your help and expertise 
  
  Thanks
  
  Katherine 

• Initial Complaint

  Date:12/07/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a baby list exclusive item. It was on sale. My payment went through, but for no reason, the order was cancelled. Tried for weeks to get answers, and never did. After2 1/2 weeks they acknowledged it was cancelled, wouldnt say why, and the item was no longer on sale. Still been trying to contact them and they wont respond. They dont have a way to contact by phone, and neither chat nor email is giving answers. Although I reply to a specific email (as instructed), a different person replies back, if at all. Worried that anyone who buys gifts for my daughter will have same issue

  

  Business Response

  Date: 12/17/2024

  We sincerely apologize for any frustration caused by this delay and are committed to ensuring the customers satisfaction. Due to a significant increase in support requests, there has been an extended response time, and we truly appreciate the customers patience during this time.
   
  At Babylist, we are dedicated to maintaining a secure and reliable shopping experience for all our customers. Sometimes, orders need extra review for security reasons, which can lead to cancellations. When one of our specialists addressed the customers concerns, we explained that their order had been flagged and automatically canceled for security reasons. We also advised the customer to place a new order and let us know once done so we can ensure it won't get canceled again. But, the customer had already purchased the item elsewhere.
   
  We value the customers feedback and are actively working to enhance our processes to ensure a smoother experience in the future.

• Initial Complaint

  Date:12/06/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to lodge a complaint against Babylist regarding the improper cancellation of a Welcome Box (Hello Baby Box) order (valued $300), which I qualified for and claimed in accordance with their stated policies. As a first-time mother, expecting to give birth in **********, I am deeply disappointed and believe Babylists action in canceling my order without due justification have been unfair and fraudulent/discriminatory.Details:1. Registration, Purchase and Welcome Box Claim: On Dec 1, 2024, I created my Babylist account, made a qualifying purchase of $53.43, and set up a baby registry with information about my expected newborn and my family to qualify the Welcome Box.On the same day, I was confirmed to be qualified for the Welcome Box and proceeded to claim it by paying a $8.95 shipping fee (Order Number: BLS-13612000).2. Improper Cancellation:On December 3, 2024, Babylist unexpectedly canceled my Welcome Box order and refunded the shipping fee without explanation. Upon contacting their customer service, I was informed that it was due to a "one Box per household per year" policy and there record showing my address was previously used to claim a Box on July 22, 2024. 3. Discrepancy and Issue:This justification is entirely unacceptable to me. My family have never registered any account with **********************, nor claimed a Welcome Box prior to this incident. In addition, our first OB visit to confirm pregnancy was on July 29, 2024. The timeline makes it implausible that we purchased to claim a Welcome Box on July 22, as Babylist alleged.5. **************** Response:Despite repeated attempts to resolve this issue through email and online chat support, I have received only generic responses stating that the matter has been escalated to a specialist team, with no follow-up or ************* Request:Apologize for the false cancellation and allegation. Fulfill my order by delivering the Welcome Box that I legitimately claimed and qualified for.

  

  Business Response

  Date: 12/17/2024

  We sincerely apologize for the frustration caused by the cancellation of the customer's Hello Baby Box order. 
   
  Babylists policy allows for one Hello Baby Box per household per year. After reviewing the customers order, it was found that an order had been placed using the same address earlier in 2024, which led to the cancellation of the most recent order. While we understand this was confusing, We appreciate the customers clarification that the family has recently moved.
   
  As a one-time courtesy, we made an exception and requalified the customer for the Hello Baby Box. We have ensured that it will not be canceled again, and were happy to confirm that it's now on its way.
   
  We appreciate the customers patience and the opportunity to resolve this issue. Babylist remains committed to providing a positive experience and excellent service moving forward.

  Customer Answer

  Date: 12/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Yifan ****

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My grandfather purchased a gift for us off of our Babylist registry which was our chums crib and changing station on thanksgiving day (11/28/2024) and the item states it was shipped on 12/02/2024. I received a email saying the item is on its way and gave me the option to track package. When I checked there is no tracking information (*** says it has not received the item only a label was created) and we have not received it. I have made multiple attempts to contact Babylist customer service to resolve this and have not received a valid response, as to I was already speaking with them with a package I ordered 11/23/24 that wasnt delivered either. There is no way to contact their customer service aside from email to which I receive a message saying there has been no movement on the package and it will be escalated. We would like a replacement item sent as soon as possible. This is our childs bed! My grand father also paid for shipping and didnt use the free shipping option so to not only not receive the package during the time frame expected and paid for, we havent received it at all. The live chat representative said she would flag our concerns and send this to a supervisor support advisor and that we should receive an email but we have yet to get one. This was also the 4th representative we have spoken to with no avail or explanation/ answer!

  

  Business Response

  Date: 12/10/2024

  Babylist sincerely appreciates the customers patience regarding the delay in receiving their daVinci crib and changing station. While Babylist strives to fulfill and deliver orders as promised, the order was placed on Thanksgiving, and the vendors warehouse was closed for the holiday. This resulted in an initial delay in processing and shipping the item. Babylist apologizes for not meeting the customers expectations in this instance.
   
  After reviewing the order, it appears that while the shipping label was created, there has not yet been any updated movement in the tracking information. Although there is still a chance that this will get delivered, the customer has been refunded the shipping surcharge, which covers the additional handling fees for large items like cribs, as well as the full cost of the item.
   
  Babylist understands how important this item is and sincerely apologizes for the inconvenience caused by the delay. If the package does arrive, the customer is welcome to keep it or return it to Babylist free of charge. If there are any additional questions or concerns, the Babylist Team is available and happy to assist further.

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22651510
  
  I am rejecting this response because: Not only was the bed delivered late but it was broken in several places. Some peaces were completely separated. Terrible condition, service and experience. I will NEVER shop with this company again nor will I recommend it to anyone who is expecting. 
  
  Sincerely,
  
  ******-**** ******

  

  Business Response

  Date: 12/20/2024

  Babylist sincerely apologizes for the disappointment and frustration caused by the condition of the crib upon delivery. We strive to ensure every order arrives in excellent condition, and its clear that we fell short in this instance. We deeply regret that this added to an already frustrating experience. 
   
  As part of our resolution, a full refund for the item and the shipping surcharge was processed on December 9, 2024.
   
  We sincerely regret that this experience has left such a negative impression of Babylist and appreciate the feedback, as it helps us improve. If there are any additional questions or concerns, our team remains available and happy to assist further.

• Initial Complaint

  Date:12/05/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/25/23, I ordered a breast pump through baby list. It was covered under my insurance plan and delivered on 3/3/24 and my daughter was born *******. Unbeknownst to me, Babylist had a huge outage that significantly delayed them submitting insurance claims. As a result, I received emails from another company stating that I still had benefits to use for a breast pump, so I ordered a secondary pump thinking I had coverage. On 10/2/24, I received an invoice for the pump ordered through baby list. They had just recently submitted their claim and said I did not have insurance coverage for the pump due to the other company submitting their claim prior to them. I am very upset with how this was handled. I had to call Babylist multiple times & send multiple emails insisting on a callback before someone called me back. Nobody ever answered their phone and I had to leave many voicemails. I only received a response when I threatened not to pay. When I did reach someone, they at first insisted that it was my insurance who had an outage and I needed to speak with them. I called **** and they have no records of any outages on their end but do have records of Babylist submitting a claim in June of 2024. It turns out it was an outage of babylists end. I am upset because the first ****** I talked to tried to blame my insurance when this was their problem. I believe I should have been made aware of their outage causing delays in submitting claims, as this impacted how my benefits were run with the other company and made it appear as if I still had benefits available. At a minimum, it should be clear that they can take up to a certain amount of time in submitting an insurance claim. I want it made aware of their abysmal customer service, especially since they market themselves as helping expecting and postpartum women. I am mainly upset with how difficult & poor the communication was from Babylist

  

  Business Response

  Date: 12/10/2024

  We're sorry to hear the customer experienced some confusion with their insurance coverage for their breast pump benefit. The customer did place their order on October 25, 2023, we shipped out their insurance-eligible breast pump order on February 29, 2024 and we sent a claim to their insurance provider on June 6, 2024. After we received a denied claim from the customer's insurance provider, our billing specialists reached out via email on September 1, 2024 to let the customer know about their insurance denial. Because no response was received, another email was sent to the customer on October 1, 2024. The customer did respond to the email, in addition to leaving a voicemail, on October 1, 2024 to confirm they had ordered a second pump through another durable medical equipment supplier in April 2024 because they believed their insurance covered a second pump based on the emails sent by the other pump supplier. When placing an insurance-eligible order through Babylist Health, all customers must agree to the Assignment of Benefits before placing their order which includes the messaging "By agreeing below, you also acknowledge that you have not ordered another breast pump or milk storage bags through your insurance for this pregnancy." I've included a screenshot of the message each customer agrees to before completing their order.
   
  Babylist Health doesn't accept live calls, but we do have a voicemail line that is monitored during our business hours - 9am to 5pm EST, Monday through Friday. Because the customer's voicemail concern was regarding her invoice, a customer support agent called her back on October 1, 2024 to gather more information. That agent sent the customer's information to our billing specialists to follow up. One billing specialist responded to the customer's email on October 2, 2024 to explain our process and included an invoice for the retail price of the breast pump and milk bags ($191.99) since the remaining balance on the claim became patient responsibility after the denial of coverage by her insurance, and the customer responded requesting a phone call for further details. 
   
  On October 3, 2024, a return call was made by a billing specialist to explain our process, noting that we have 180 days to file a claim with insurance and we were within that timeframe when we sent our claim to her insurance provider in June 2024. Our specialist also advised the customer to reach out to her insurance provider directly to let them know she ordered a second pump because that *** company reached out insisting she still had her benefit available and she was unaware that she couldn't receive two pumps. Our specialist also told the customer to ask their insurance if they could be reimbursed for paying our invoice since she wouldn't have ordered a second pump if the other *** company hadn't reached out to her to place an order. The customer left the phone call understanding they needed to follow up with their insurance provider for more information.
   
  On October 15, 2024, the customer paid the $191.99 invoice that was sent to them on October 2. They also left a voicemail requesting to speak with someone about the invoice payment made. A billing specialist returned the customer's call on October 16, but was unable to connect with the customer. Our billing specialist left a voicemail with their direct phone number and requested the customer call them back on that line, but we haven't received a followup call.

• Initial Complaint

  Date:12/04/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order, Order #BLS-13499183 for baby shower gifts on November 21. Firstly, I placed this order with expedited shipping. It did not arrive with expedited speed. The order was supposed to arrive by Friday November 29. Part of the order, a Maxi-Cosi Swift Play Yard, arrived the evening of December 1. The baby shower was the afternoon of December 1st and therefore I had no gifts to bring. The extra charge of $29.99 I paid for expedited shipping needs to be refunded, in addition to the missing items from my order. The remaining items in my order still have not been delivered. They are missing. The Lalo First Bites Kit and BabyBjorn potty chair with a combined value of $84.98 are lost in transit. I have sent three emails to the company and no response or resolution has been made. The *** tracking number is #1ZJ20R231220536809

  

  Business Response

  Date: 12/06/2024

  Babylist sincerely appreciates the customers patience regarding the delay in receiving their gifts. The company has been working on logistical improvements to enhance overall service and regrets that these updates have contributed to delays in the customers order. ********************** Customer Support is also working through an unusually high volume of support requests, which impacted response times and caused further inconvenience.
  
  Babylist strives to fulfill and deliver orders as promised, but in this case, the expedited shipping did not meet the expected timeline. After reviewing the order, it was confirmed that the Maxi-Cosi Swift Play Yard arrived later than anticipated. As a result, a full refund of the upgraded shipping charge has been processed.
  
  Additionally, the Lalo First Bites Kit and BabyBjorn Potty Chair were found to have been lost in transit. Babylist understands how disappointing this must have been, especially for such meaningful gifts. As soon as the issue was identified, the Babylist Support Team reached out to the customer to offer the option of a refund or a reshipment. Per the customers preference, a full refund has already been processed.
  
  Babylist apologizes again for the trouble this caused and appreciates the customer bringing the issue to their attention. If there are any additional questions or concerns, the Babylist Team is available and happy to assist further.