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:11/25/2024

  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.

  A relative purchased a gift for us off of our Babylist registry and the item states it was shipped on 10/18. There is no tracking information (****** says it has not received the item) and we have not received it. I have made multiple attempts to contact Babylist customer service to resolve this and have not received a response. There is no way to contact their customer service aside from email to which I receive a standard response (attached below). We would like a replacement item sent as soon as possible.

  

  Business Response

  Date: 11/26/2024

  Babylist sincerely appreciates the customers patience and apologizes for the frustration caused by their orders delay. While the company works through an unusually high volume of support requests, it regrets that this impacted response times and caused further inconvenience.
   
  Upon review, the customers order appears to have been lost in transit. Babylist understands how disappointing this must have been, especially for an important item such as a baby bouncer. As soon as the issue was identified, the Babylist Support Team reached out to provide the customer with the option of a refund or a reshipment. Per their preference, a reshipment was set up.
   
  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.

  Customer Answer

  Date: 11/27/2024

  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,
  
  ********* *****

• Initial Complaint

  Date:11/22/2024

  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 purchased a carriage from Babylist via the website. ************* for a baby shower.I received notification on 11/5 that the order shipped. I checked tracking a few times, but it was always the same, shipping label created, waiting on packages. I submitted a support ticket on the 16th and have since sent several emails attempting to get in touch with someone. The only response I have received is from a chat bot. I tried getting in touch via live chat, but there is no live representative available.I had been checking tracing using the shop app, which is the link provided for tracking by Babylist. As of Thursday night, 11/21/24, no information is available on the shop app. If I click on the link provided by Bablylist it brings you to a blank page.I did save the **** tracking information when I originally logged on, if it is helpful **********************. My order number is BLS-******** I have email confirmation and documentation if needed.

  

  Business Response

  Date: 11/26/2024

  Babylist sincerely appreciates the customers patience and apologizes for the frustration caused by their orders delay. While the company works through an unusually high volume of support requests, it regrets that this impacted response times and caused further inconvenience.
   
  Upon review, the customers order appears to have been lost in transit. Babylist understands how disappointing this must have been, especially for a meaningful gift like a baby carriage. As soon as the issue was identified, the Babylist Support Team reached out to provide the customer with the option of a refund or a reshipment. Per their 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.

• Initial Complaint

  Date:11/21/2024

  Type:Product 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 purchased a 7 pc baby outfit for my daughters baby shower gift. It was super cute and I believe the packaging is part of what you pay for. I received the package and the gift box was damaged and dirty, I couldn't even use it. Although Babylist's policy is no returns on open gift boxes I had to open it. Again, the packaging was super cute! When I pulled the tissue paper back to see if the outfit was dirty I found a hair on one of the booties. I contacted Babylist several times and there was no resolution or apology. I am a big believer if allowing a business to resolved any issue themselves before I leave a negative review. There was no where on their page to leave a review so I am leaving it here. The following is the last email I recieved from them.Vinci (Babylist) is the person I was dealing with.Babylist Support Thu, Nov 14, 3:03PM (7 days ago)to me To respond, just reply to this email (type above this line)Hi ****** ******,Sorry we haven't gotten back to you about your support request yet. Our team is tackling a lot of emails right now, but you'll hear from one of our specialists shortly. Thanks for hanging in there! If you think of any other questions, jot them down. We'll be happy to help answer them all as soon as we ******* fact: Did you know that baby kangaroos are born the size of a lima bean? They spend several months growing in their mom's pouch!Don't worry, we won't make you wait as long as a mama kangaroo.Babylist Happiness Heroes

  

  Business Response

  Date: 12/02/2024

  We appreciate the opportunity to address the customers concerns about their recent purchase. 
  
  Our Customer Support team has connected with the customer to provide several resolution options including a reshipment and a refund for the order in question, and is working closely with them to ensure this issue is resolved quickly. Were committed to making this right and will continue to stay in touch until everything is sorted out.

• Initial Complaint

  Date:11/20/2024

  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.

  The item that a friend ordered off my registry never showed up at my house. I checked with several neighbors to see if they had received it, despite it saying that it had arrived. I did, however, receive a very random package from the brand ********. There was no invoice in the box and the label was addressed to me. It's apparent the distributor sent me a completely incorrect item. I received a mens backpack and a mens tech shirt. I have no idea where these items came from or what they are. Its definitely not what WAS ordered - a Babybjorn Potty Seat and a book. I went on Babylist to see if there was tracking information and a photo of the delivery. When you look at the picture from OnTrac, if you zoom in, you can see the Cotopaxi sticker on the box. I still have the items and I still have the box. I have reached out to Babylist about seven times in the last five days. I continue to get the message that a "specialist" is working on it and that they are "very busy." I was told someone would contact me within 24 hours. It has been days. This is absolutely ridiculous and horrible customer service. I want my gift giver to get a full refund or send me the correct gift immediately. This is entirely unacceptable.

  

  Business Response

  Date: 11/21/2024

  Were happy the customer gave us the chance to turn the experience around. Our Customer Support team has already been in touch with the customer to resolve the issue. Given the wrong items shipped to the customer, our team offered a few options to fix it, including a reshipment or a full refund. The customer chose the reshipment, and weve processed it promptly to ensure they receive the correct gifts.
  
  Were committed to providing better support and appreciate the customers patience as we worked to resolve this matter.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22584899
  
  I am rejecting this response because I will wait until I have received the actual package with the actual items ordered. 
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 11/27/2024

  We completely understand the customers decision to wait until the correct items were received before closing this matter.
   
  Were happy to confirm that, per the tracking information, the reshipment was successfully delivered on November 25. There is also photo proof of delivery available to verify this.
   
  If the customer has any further concerns or needs additional assistance, were here and happy to help. We truly appreciate their patience and understanding as we worked to resolve this issue.

• Initial Complaint

  Date:11/18/2024

  Type:Customer Service 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 placed an order for a changing pad on 11/07/2024 as well as paid $8.95 for shipping for Hello Baby Box. I got a notification that the items shipped on 11/13/2024. *** still does not have the items. Only the label has been created. I have tried emailing customer service as well as live chat and I still have yet to get a reply

  Customer Answer

  Date: 11/19/2024

  The issue with the delivery has been resolved. Babylist finally got back to me about my order.

• Initial Complaint

  Date:11/18/2024

  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 have a baby registry on Babylist and someone purchased an item on 11/03/2024 and the money was withdrawn from the persons account on 11/04/2024. When I check the tracking on Babylist it says the item is estimated to ship on 11/07/2024, however today is 11/18/2024 and I have received no updates on the tracking and I have tried numerous times to reach the company during their business hours via live chat an email and have not received a response. During their normal business hours, a time when you are supposed to be able to use the live chat function I keep getting a message saying there are no live agents available to chat, but it then prompts me to email.

  

  Business Response

  Date: 11/21/2024

  Were happy the customer gave us the chance to turn the experience around. This situation also gave us an opportunity to review our live chat availability and response times to ensure we can help even faster moving forward.
  
  Our Customer Support team has already been in touch with the customer to resolve the issue. After digging into it, we found that their guests order may have gotten lost in transit, which is why there werent any tracking updates. While this is rare, its understandably frustrating when it happens, and were truly sorry for the trouble. We offered a few options to resolve it, including a reshipment or a full refund. The customer chose the refund, and we processed it right away.

• Initial Complaint

  Date:11/14/2024

  Type:Sales and Advertising 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 contacted Babylist through an order issue claim form almost two weeks ago. I received an email one day later saying they had received my request and forwarded it to a specialist; however, I have not received any further updates even after following up through email. I wanted to call their customer service, but they do not have a phone number in use. To this date, I have not received a ticket number nor any resolution. Item: Avanchy Avanchy x Babylist Bamboo Complete Feeding Gift Set - Multi Color Qty 1 Order Issues: Item Arrived Damaged, I didn't receive the correct item, and I'm missing an item in my order.Expected items are the following: White Divided Plate; White Bowl; Mini Bamboo Bowl; Infant Spoons: Orange, Magenta, Blue; Toddler Spoons: White, Yellow, Green I received the following: White Divided Plate; White Bowl; Mini Bamboo Bowl; Infant Spoons: Orange, Magenta, Blue; Toddler Spoons: Yellow, Green One product box was already opened, the other product box was slightly damaged, items were thrown into the package with no product box, and I only received 5 spoons. Not all these products are as advertised in the product description. The shipping box was not damaged.

  

  Business Response

  Date: 11/20/2024

  We sincerely appreciate the customers patience regarding the mishap with their Avanchy x Babylist feeding gift set. Babylist has been working on logistical improvements to enhance overall service, and were sorry that these updates have caused the customers order to arrive incomplete and in poor condition.
   
  We also apologize for the delay in responding. Babylist Customer Support has been experiencing higher-than-usual volumes, but please know that 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.
   
  We are happy to inform the customer that a full refund for $68.43 has been processed. Depending on the bank's processing time, it should reflect in their account shortly.
   
  We understand how disappointing this situation has been, and we apologize for any inconvenience caused. If the customer has any further questions or needs additional assistance, the Babylist Team is here to help.

  Customer Answer

  Date: 11/22/2024

  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,
  
  *********

• Initial Complaint

  Date:11/14/2024

  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 made a baby registry and purchased a $50 giftcard in order to be able to get the hello baby box. I ordered it on October 19th and paid for the shipping as required. By November 5th it was clearly lost per the tracking info provided. I contacted the online chat in which I was told if it doesn't arrive by Nov 11th to message back and it will be resolved. It never arrived and tracking info isn't even available anymore. I have contacted customer service multiple times via email and online chat where no one can help. They state that their specialist are busy and will get back to me, but never contact me. My baby is due first week of December and I won't have my box. I just don't understand why they won't send another box that I paid for.

  

  Business Response

  Date: 11/25/2024

  We would like to apologize for any frustration caused by this delay and are committed to ensuring the customers satisfaction. We are currently handling a significant increase in support requests, which may have led to extended response times.
   
  Once our Customer Support team became aware of the issue, our supervisors explained what caused the holdup and offered a reshipment. We closely monitored it until it was finally delivered on 11/21.
   
  We appreciate the customer's patience as we worked to resolve the issue. We value the opportunity to enhance our service and are committed to providing a smoother experience moving forward. We wish them all the best as they prepare for their little ones arrival!

• Initial Complaint

  Date:11/14/2024

  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.

  My mother ordered the Sprucely Car Essentials Starter Kit (mirror, car seat protector, sunshades) total amount $64.94 - on October 10, 2024 for a baby shower being held on November 9th. There were several delays with the delivery, at which time I had been in contact with the delivery company (OnTrac) used by Babylist to ensure the gift would arrive in time. On November 4, 2024 their site indicated the package was delivered. No package was ever delivered to my mother's home. She checked security cameras on her porch and no one delivered anything during the night as indicated. I contacted both OnTrac and Babylist via email...****** said they show it was delivered and I needed to take it up with Babylist. Initially they were prompt with responses of assistance/resolution - but as of November 8th when I received the response that their team is "tackling alot of emails right now" we haven't heard back from anyone. We've requested a full refund on her **** account as the item she bought and paid for was never received. She also had to make a purchase thru another vendor in order to have a gift for the day of the shower.

  

  Business Response

  Date: 11/15/2024

  We sincerely appreciate the customers patience regarding the delay in shipping and misdelivery of their mother's Sprucely Car Essentials Starter Kit. Babylist has been working on logistical improvements to enhance overall service, and were sorry that these updates have caused delays in the customer receiving their order.
  
  We also apologize for the delay in responding. Babylist Customer Support has been experiencing higher-than-usual volumes, but please know that 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.
  
  We are happy to inform the customer that the full refund for the $64.94 charge has been processed. Depending on the bank's processing time, it should reflect in their account shortly.
  
  We understand how disappointing this situation has been, and we apologize for any inconvenience caused. If the customer has any further questions or needs additional assistance, the Babylist Team is here to help.

  Customer Answer

  Date: 11/16/2024

  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,
  
  ******* ******

• Initial Complaint

  Date:11/10/2024

  Type:Order 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 made $50.57 purchases at Babylist in order to be qualified for Babylist Hello Baby Box. After being eligible and received the invitation from Babylist, I placed my order for the Hello Baby Box and paid for the shipping fee of $8.95 on Nov 6th, 2024. However, Babylist cancelled my order quietly afterwards given an non-sense reason that someone else lived at my address before and ordered the gift box in Jan 2024 and hence I am not eligible for the offer anymore before Jan 2025. This is completely unacceptable as Babylist never mentioned such policy anywhere on their website or marketing material, nor anywhere during the entire baby registry and qualified goods purchase process. Please refer to their link as *************************************************************************************** I tried to call them and write to them hundreds of times, and got rejection in the beginning and no response anymore afterwards. Clearly Babylist is using this scam to trap consumers spend more on their website and BBB should punish such kind of unethical behavior. I demand an immediate delivery of the my eligible Hello Baby Box and a $200 credit refund for my time and efforts chasing this issue.

  

  Business Response

  Date: 11/26/2024

  We sincerely appreciate the customers patience regarding the issue with their Hello Baby Box. Their order was canceled as there was another order for a baby box from January 2024 with the same shipping address. Babylist has a one box per household per year policy which is outlined in our "How do I get a Hello Baby Box?" help center article.
   
  As a courtesy, we are happy to inform the customer that an order was placed for the Hello Baby Box. They will receive an email with tracking information once it's on its way.
   
  We understand how disappointing this situation has been, and we apologize for any inconvenience caused. If the customer has any further questions or needs additional assistance, the Babylist Team is here to help.