PSA: BRU return policy

[kangaroo11]

That's crazy they won't match the site. BBB price matched a special offer on BRU's website for me yesterday.

[Deleted]

I'd rather shop at Walmart. They'll give me a gift card for a return on anything. They took all my disposable diapers, no questions.

It's bad when your customer service is shown up by Walmart.

[ssmjlm]

Dec 24, 2012 22:45:56 GMT -5 Willis Jackson said:

Dec 24, 2012 20:34:57 GMT -5 ssmjlm said:

Ugh our only option is BRU.

Guess I better have my shower hostess put something on the invite about gift receipts.

You're joking, right?

Maybe, maybe not, I'll have to talk to her and see. We have no other choice besides BRU, target's selection is shitty.

If I can receive several baby shower invites with specifics on clothing colors and sizes, I figure what's one more tacky thing on the bottom of my own.

[arch01]

Dec 25, 2012 10:42:04 GMT -5 @tokenhoser said:

I'd rather shop at Walmart. They'll give me a gift card for a return on anything. They took all my disposable diapers, no questions.

It's bad when your customer service is shown up by Walmart.

no kidding.

[pamela]

Sorry, but not price matching the online only price makes sense. It's cheaper to sell things online and online over stock doesn't necessarily match in stores.

[Deleted]

Dec 25, 2012 12:11:55 GMT -5 pamela said:

Sorry, but not price matching the online only price makes sense. It's cheaper to sell things online and online over stock doesn't necessarily match in stores.

I get that, I do. But managers should have the authority to override that policy. After I called ahead to make sure it was in stock, drove an hour, AND spoke to the manager, they should have done something. Even if she'd said "I can knock $50 off for you" I probably would have taken it. But she wouldn't do anything.

[Deleted]

Dec 25, 2012 12:11:55 GMT -5 pamela said:

Sorry, but not price matching the online only price makes sense. It's cheaper to sell things online and online over stock doesn't necessarily match in stores.

LOL.

It is also cheaper to retain a customer than to replace one.

[pugz]

it's the ship to store thing that really gets me, if she can order it online and have it shipped to the store at the online price, the fact that they won't honor that in store is fucked up.

[pierogigirl]

Dec 25, 2012 13:21:45 GMT -5 pugz said:

it's the ship to store thing that really gets me, if she can order it online and have it shipped to the store at the online price, the fact that they won't honor that in store is fucked up.

Especially since I think you can only do that if the item is in stock at that store (because they don't actually ship it). At least that has been my experience at TRU. Also TRU has recently price (in August) matched their website for me.

[whitepicketfence]

I've had so many bad experiences at BRU that I refuse to shop there now. Also, their prices are always so much higher than Target and Amazon.

[holly116]

Our BRU generally has decent customer service. They've price matched their website for me and explained that prices are sometimes lower there since you can't use coupons on the website.

Generally though, I do the majority of my shopping on amazon and other online sites. BBB is awesome but there's only one in our 3 million plus metro area and it's completely on the other side of town for me. I really wish they'd put another one in our city.

[bunch]

I need to take a bath when i leave our bru. i wish i still had the picture of the rest room that i once sent h. it looked like something from a 40 yr old skating rink.

[ilikedonuts]

Dec 25, 2012 20:56:12 GMT -5 holly116 said:

Our BRU generally has decent customer service. They've price matched their website for me and explained that prices are sometimes lower there since you can't use coupons on the website.

Generally though, I do the majority of my shopping on amazon and other online sites. BBB is awesome but there's only one in our 3 million plus metro area and it's completely on the other side of town for me. I really wish they'd put another one in our city.

This is how our BRU is. The employees there are always super nice and helpful. They just price matched a cheap umbrella stroller for me from their website.

The TRU/BRU by my parents is horrible. the employees are clueless. They just stand around and talk to each other. The store is disgusting. I fear I'll get a disease from their bathrooms and mothers rooms.

[jessnpaul]

My SIL works for TRU/BRU and even she registered at BBB! When your own employees don't register at your store, you know it's bad!

Unfortunately for me, everyone and their uncle gave me gift cards for BRU instead of BBB, so I'm kind of stuck shopping there for awhile as we have $100's in credit there. I hate that I can never find help as there's usually only one person on the floor and that person always tells me they don't know anything and I have to go to Customer Service to ask. I hate hate HATE BRU.

[Deleted]

Dec 25, 2012 13:21:45 GMT -5 pugz said:

it's the ship to store thing that really gets me, if she can order it online and have it shipped to the store at the online price, the fact that they won't honor that in store is fucked up.

Oh it's not even ship to store! It's "pickup in store." If the item is in stock at the store, you can pay for it online and the store employee pulls it off the shelf and puts it at the Customer Service desk for you to pick up. There's no shipping involved. The manager wouldn't even DO THAT for me. She said it takes 2 hours to process and that I was welcome to wait

ETA: DH works right next to BRU, so I sometimes do "pick up in store" for items that I don't wait to have to wait to ship from Amazon. That's how I knew how the "pick up in store" option works.

[Deleted]

Dec 25, 2012 15:27:02 GMT -5 pierogigirl said:

Especially since I think you can only do that if the item is in stock at that store (because they don't actually ship it). At least that has been my experience at TRU. Also TRU has recently price (in August) matched their website for me.

This was a month ago, so a lot more recently than August. I asked really nicely too. At the end of the conversation when I was about to lose my cool, I even said "is there anything we can do so I can leave with this stroller today at the online price?" She said no. Not even a "sorry, I wish I could" yadda yadda yadda. Just "no." So they missed out on a sale of a $300 BOB stroller. Not a small purchase too, you know.

[bronxgirl]

The BRU near me is claen and has great customer service, although they still have to follow company policy. There is a BBB across the street and Baby Depot a few blocks down so they try a little harder due tio the competition. (I guess) Nonetheless, BBB is still my favorite.

[smilee1079]

I emailed them to ask if registry counts as gift receipt and they sent the response below... Which didn't quite answer the question so I asked again. But they do say they will take returns without receipt, and give credit for lowest price which is what most places do.

Thank you for your inquiry regarding our return policy.

We will gladly offer Refunds and exchanges if within 90 days of purchase date with the original receipt, or 45 days for electronic items. If you are returning the gift to a store, simply bring your packing slip with you to serve as your receipt, and be sure to let the associate know that you were not the purchaser, so that you may get the credit, not the purchaser. If you prefer to return the item to us via shipping, we can process a prepaid return label for you that you may use to return the item or items to our online fulfillment center. Again, be sure to let the agent you speak with know that this will be a confidential gift return, in order that you and not the purchaser gets the credit.

For a refund, all goods must be unused, in original packaging and accompanied by the original receipt. Where no receipt is provided and the product meets Return conditions a Merchandise Credit will be issued for a value equal to the item’s lowest promotional price within the last 30-90 days. Identification is required for all Returns where no Receipt is provided.

All video & computer software, games, systems and accessories; Apple products, cameras; movies & DVDs must be returned in original, factory sealed, unopened package for a Refund or Exchange.

Opened software, games, Apple products, movies & DVD’s if defective, may be exchanged for the identical title only.

Manufacturer defects for pool, sandboxes, swing sets, inflatable bouncers, trampolines, table top games and battery operated vehicle will be handled directly by the Manufacturer.

For hygienic reasons, maternity undergarments & breast pumps that have been opened may not be returned.

You can also find more information about our return policy on our website at .

Thank you, once again, for contacting the "R" Us Family.

[arch01]

Oh, what the hell. They can't even match what's on their website! Conveniently the part about accepting returns without a receipt is left off of their return policy online:

Return an in-store purchase
We will gladly accept returns made within 90 days of the purchase date for most items when accompanied by your in-store receipt.
Items must be returned, in new, or like-new condition, and in its original packaging, and with all paperwork including manuals, assembly instructions and your in-store receipt, as well as all accessories to ensure full credit.
Toys"R"Us and Babies"R"Us reserve the right to refuse any returns if they do not meet our return requirements.
Returns to stores with a store printed receipt:

If original payment was made by: Refund will be given in:
Cash............................................. Cash
Charge Card.................................. Credit to Charge Card
Check, within the last 7 days........... Merchandise Credit
Checks, after 7 days....................... Cash
Merchandise Credit......................... Merchandise Credit
Debit Card..................................... Cash
Returns to stores with an online packing slip or gift receipt:

If you are returning an item using a gift receipt or .com packing slip, your refund will be in the form of a merchandise credit

[lizard]

I hate BRU. I registered there and got a 20% off completion coupon. I forgot the coupon when I went to buy the rest of the things on my registry and they wouldn't give me 20% off without it even though they had my information. We left our full cart with the manager who wouldn't budge and went to BBB where they not only price-matched BRU, they also sent a 20% off coupon to my phone that I used right away.