"Website was as expected for an online retailer.
Our little one is now almost 11 months and we wanted a chair where it could be used in different ways for feeding. The Combi Hero seemed to fit the bill perfectly.
Unfortunately, after 6 business days had passed on an order that "usually ships in 1 or 2 days", I began to get concerned.
An e-mail to customer service yielded no more than a boilerplate answer of what is on the website and a request to wait another week and a half and to contact them if it had not been received by then.
Requests as to whether or not they item was in stock (as I expected from "usually ships in 1 or 2 days) were met with additional double talk.
Being in the industry and managing the systems that ship about 3,000 packages a day, this level of information for a customer is unaccptable. In fact, I'd lose my job.
All I can do with Baby Universe is elect not to shop at this e-tailer again.
"

"I ordered a britax car seat at a great price. delivery was fast too. very satisfied."

"I purchased a changing table from Baby Universe that said it was made of solid hardwood but when I received it, I realized the shelves were made of plastic! They bend when putting the slightest weight on them and would not hold a baby. I contacted Baby Universe to return the item but they have a very complicated return policy for a website that states a 100% guaranteed return. Some of their statements include that a 15% restocking fee will be charged if the return labels and postage are unable to be removed from the package since it will not be resalable! They also state that products they consider damaged may not be eligible for a refund at all and they will not return shipping costs - therefore, you no longer have the product and you are out two ways of shipping costs plus the refund!! I told this to the customer service lady and she told me that I would then have to take this up with UPS - like they are going to refund my money for a product they may or may not have damaged themselves!! They also state they will not accept items that have been put together and then reshipped back - how are some people able to tell if they like the item or not if they don't put it together to check it!! This is a terrible company and the customer service is very, very poor. If I do not receive a refund for this product - I am reporting them to the Better Business Bureau and to the Attorney General of their state for fraudulent business practices."

"Ordered a OKO trike 3 weeks ago and no word on it yet. I emailed and called customer service 3 times since for an update. I am told i will receive an email soon with the tracking no. so i can monitor it online. No emails from them so far and their website is stating: Will ship by ground.

I will NEVER EVER purchase anything from BabyUniverse as it is making my shopping experience a nightmare. The BU rep said it would be complicated to cancel now... I am calling my Visa, which was charged on the same day i ordered the item, on Monday to stop the order. "

"I ordered the Elegante Collection Apartment Hamper in the nutmeg color that WC Redmon manufactures from www.BabyUniverse.com on April 2, 2007 and it arrived at my home on April 6, 2007. I had never used the site before however it accepted PayPal and it carried a wide selection of laundry hampers in many colors and it had the slim 10.25 inch depth size I needed. The hamper was really nice quality and great nutmeg color. It arrived by UPS in only 4 days. The hamper with shipping was somewhat high-priced at about $57.00 but as I said the quality was very good. Brick and mortar stores had really poor selection of laundry hampers and very little choices of sizes or styles and this site had a LARGE and Varied selection making it stand out.Overall it seemed like a decent site based on only one buying experience I had with them."

"I placed an on 1/12/06 and thought I would receive an order confirmation with a status of my order. Nope! Instead they charged me for an item that was, "on order from the manufacturer". I attempted to contact them for the status of my order since their website told me nothing. I emailed them several times as well as called their customer support several times. Unfortunately all I got was over a hour on hold.
Finally on 1/23/06 I received an email saying, "I have researched your order and I'm showing a total processing time of 5-7 business days before shipment for this order." By this time I was so fed up that I replied saying that I would just like to have my order canceled and a refund issued. They replied with, " unfortunately, I am unable to cancel this order at this time...if you still would like your money back once this item has shipped, please let us know so we can issue a return # for you to send this item back to us for a credit." So now I'm stuck and can't return the item if it ever gets here."

"This is my second (and last) horrible experience with Baby Universe. I spent a significant amount on a video monitoring system. We just hooked it up in the nursery, and it does not work. Baby Universe refuses to take it back or even exchange it. The customer service at this company is ridiculously bad. I have now been referred to the manufacturer as they say it is not their problem."

"Terrible (non existent) customer service. I would never buy again anything from them. No updates on their web site, no notification about the shipping, they shipped one item but not the other from the same order. I was on hold for more than 30 minutes to speak with customer service and had to give up. Tried contacting them via email to enquire about the status of the other item from my order and got the following reply after 3 days!
Please allow 5-7 business days for processing as stated on our website, once your order ship we will send tracking via your email.

Monique S.
Customer Care Specialist"

"I ordered a carseat and whenever I checked the status it said $xxx.xx paid by credit card but no tracking number. I never received any notification that the item was not in stock, etc. I called after a week and they said the warehouse had just moved and that sometimes they did not update the tracking number. They said I could not cancel the order because it would probably ship that weekend. I waited another week...still not shipped. After a long time on hold they let me cancel and I did.

It's now been at least several weeks and maybe months since the warehouse move. I think they originally said it moved the prior month. I don't know what's wrong with their distribution end but am on longer interested in finding out. I just hope they correctly make the refund to my credit card."

"Horrible. They wasted no time charging my credit card, but have yet to provide a tracking number for my order. Talked to customer service mid week, was promised a tracking number by Friday. It never came. I am calling Monday morning and cancelling the order. Too bad I didn't see the bad reviews of this company before otherwise I would have known not to bother with them."

"I purchased a Britax Roundabout car seat from Baby Universe when they were on sale. When it came, I check the packing slip, and then packed it away until my newborn was old enough for a convertable seat. I got it out this past weekend, and it is the wrong seat!! It is a Britax Bodyguard- a booster seat that is no longer sold. I called this company several times. I was placed on hold for at least 20 minutes each time, and hung up on once. When I was finally able to speak with a supervisor(after 4 days and 6 phone calls), they said the only thing they could do was refund me ther difference between the seat I paid for and the seat I got. I paid $160, and they claim the booster seat is worth $130 (it is not on their site so I have no way of confirming this); so they refunded me $30. So now I have a booster seat that my five-month-old baby will not fit into for another couple of years, and no seat for her! I cannot afford to go out and purchase a new seat.
Beware when purchasing from this store!"

"I recently made my first purchase on BabyUniverse.com ~ an infant car seat base. The site clearly stated that this item would be delivered within 2-5 business days. After waiting 2.5 weeks without receiving the item nor any communication, I contacted Customer Service. I was told that my item “would be shipped 4 days from now” due to a backorder. If they keep their word (which I’m not holding my breath), delivery will be roughly 3-4 weeks from date of purchase/payment.

No matter what condition my item arrives, BabyUniverse.com is not worthy of any repeat business. In fact, I'm still trying to decide which is worse… having to wait 3-4 weeks for an item promised within a few days, or never being contacted after 18 days that my item is on backorder. It’s unprofessional and inexcusable either way. "

"I purchased Children videos on Dec 09. My credit card was charged on the next day. By Dec 23, the items hasn't been shipped yet.

Tried to contact the Customer Service, but put on hold for more than 15 minutes. No solutions yet.

"

"We ordered the Valerie 3-in-1 crib and Colgate Classica 3 mattress. We received the mattress 9 days later and have yet to receive the crib. So this has gone over a month now. Have sent 2 emails with no reply. "

"Update: They billed my credit card the same day I placed the order. I checked my order on their website (2-20-04) and it said waiting to be shipped. Figured no problem it was a Friday. I checked their website today (2-23-04) Monday and my order still says waiting to be shipped. Kinda sucks that they bill your CC before they ship the products, even worse they billed my CC and haven't shipped my order after 3 days. I was told by many that your CC shouldn't be charged till the order is sent. I will update as needed.

I was shopping for a breast pump and found it on another site for a better price. I called babyuniverse.com and asked them about their low price Guarantee. They matched the other websites price and free shipping. I talked to a very nice lady on the phone, sorry I didn't ask her name. The pump should be here in a week. Will update when it arrives"