The Baby’s Den

NEVER order anything online from this company. I ordered two items online and paid extra for expedited shipping to receive them before my baby arrived. Nearly a month later, the company has not shipped either item, and refuses to respond to the many messages and emails I have left trying to get an update on the order. I have called a dozen times during business hours (different days/​times) and no one ever answers the phone live. Emailing customer service doesn’t result in responses either. Not the sort of stress a pregnant woman needs to deal with at the end of a long pregnancy. Getting my order cancelled now and obtaining a refund is requiring engagement from third parties. I STRONGLY discourage anyone from supporting this sham of a business.

I am so fed up with these guys! I’ve ordered a car seat from them and it’s been over a month that I’ve been waiting and it still hasn’t arrived. I’ve called at least 10 times over the past few weeks and they keep telling me that they’ll call me back with an update but never do. Today I tried calling again for an update and the phone call actually was picked up and then put on hold without anyone greeting me. At first I thought it was a mistake so I hung up and called right back, but the same exact thing happened. Then after waiting for about 5 minutes the call was dropped! Completely upset at this point I called right back for a third time and they finally answered the phone only to tell me that the person that can help me is gone for the day. Unfortunately one of our family members had originally ordered an item from our amazon baby registry from these guys for whatever reason so I had to deal with them over the past month to replace that item with this baby seat. It really is as if they don’t care whether they have you as a customer or not. Very disappointed.

David @ Baby’s Den was great. I needed the travel bag for our Doona stroller for our upcoming trip. I am always concerned about processing and shipping times, especially when ordering online, so I called them before ordering to talk to someone about it. David assured me he would get it out asap, so I called back with my order number and sure enough I received the post office tracking later that day. Awesome customer service! Much appreciated!

I ordered the Stokke Tripp Trapp High chair in late June 2015. I also ordered the Stokke Tripp Trapp baby tray which was optional. The tray was delivered on a different day than the high chair and was priced separately as well. Both arrived quickly and in good condition. We decided only to keep the high chair and that we didn’t need the tray.
We returned the tray promptly within two weeks adhering strictly to their return policy knowing that we had to pay shipping both ways and a 15% restocking fee. So the total refund that we were entitled to was $ 41.65. The tray was returned on July 8, 2015 with a return authorization via USPS with a tracking number and proof of delivery on July 10.
To date we have NEVER received any refund although I have made many phone calls to customer service. After a young lady answers and I inquire about the refund, I am always put on hold until I hear a dial tone and realize I am disconnected.
This company claims to have a return policy but in reality there is no return policy.
My advice is buyer beware and use another company. I will be seeking compensation from my credit card provider.

Avoid this retailer. I had an issue with a product and they took zero responsibility for the problem and showed no interest in helping resolve it. Also note that their return policy is not what you might expect. There are so many other options for baby products. I recommend choosing another one.

My husband purchases the Rockaroo made by 4moms on Baby’s den website. we received the confirmation email 7÷12÷15 with a notification that it would ship for free within 14 days and that we would receive another email with tracking info. Of course the money was pulled out right away but where was the damn communication?!?
After receiving no emails or updates of any kind my husband emailed baby’s den on ⁷⁄₂₀ to obtain an update. I decided to chat with customer service as well. I was informed that the shipment baby’s den received from 4moms was damaged and they were expecting in another shipment. I was also advised I would still get the product within the 14 days as promised by overnighting the rockaroo. Shortly after, Sylvia responded to my husbands Email with a vague «we will send it to you as soon as possible» response.
Needless to say it is day 15 and they JUST shipped it. It’s not coming priority. The tracking email was sent in response to my not so nice email I sent yesterday. I will never be using this company again and will tell everyone to stay away from them.

Haven’t been to the store personally, but an item I ordered was apparently lost in the mail by FedEx. It happens, yes, but it took them 4 business days to figure that out, after multiple calls. In the end I was given an option to take a refund and had to place a rush order with even more expensive shipping at a different store to make up for lost time. Technically not their fault, but it seems like YMMV when it comes to the online experience.

Don’t waste your time with this company. I was sent an insert for the Mamaroo instead of the actual Mamaroo. It was a baby shower gift and luckily, the gift giver put a picture of her gift in the card so I knew it was an error when the insert arrived. Insert cost $ 29.99, mamaroo cost $ 239.99. Big difference! I called, they asked me to email – zero response. After multiple calls over one week, we finally got in touch with them – mind you they NEVER called or emailed me back. Supposedly, it’s being sent… we’ll see. But, not good customer service and clearly they don’t pay attention to detail. Buyers beware… shop elsewhere!

Horrible company and horrible customer service!!! Very unprofessional and rude on the phone and the gentleman was ARGUING with me as to why he couldn’t take back my defective item. I feel so negatively about this experience, I felt the need to write my first Unilocal review. Take your baby shopping elsewhere.

Great store, great selection– cant say enough good things about the customer service.

Had an excellent customer service experience today. Jack put in some serious effort to help find an order that was placed with incorrect information. Many thanks!

Best experience shopping for our baby during my wife’s pregnancy. The price for our new travel system was reasonable, the staff was kind and knowledgeable, and we actually left the store laughing and feeling confident. What a gift during a crazy time. Baby’s Den deserves all its high praise. We will definitely be returning.

Amazing store! You will find anything you might need for your new baby here! The staff is knowledgeable and eager to help. I greatly encourage you to ask them questions. My son is 16 months old now and I keep going back to this store and am recommending it to all of my friends.

Do business with caution… i order stuff online a LOT and have no problem dropping $$ for service or product.
I ordered a Boba carrier but had never tried it on. Baby’s Den shipped the carrier quickly. I had it out of the box for 1 min to discover it doesn’t work for my body. All tags attached. All new and pretty.
I wrote for a return authorization and waited 2 days with no response. Finally called and was hassled — she questioned whether or not I submitted it — while I’m staring at the screen that says «awaiting their approval». She never seemed to believe me but went ahead anyway.
She then tells me timidly, «you are aware of our return policies, right?»
Along with the normal charge to return I will also be retroactively charged for shipping it to me (which was advertised as free) as well as a 15% restocking fee. What!!!
To try the carrier costs me $ 50+ dollars? I’d rather give it away than pay her to just resell. She then emails me she’d like to «discuss» this with me. I have enough stress. I don’t want to haggle over business practices. Don’t do business online unless you’re very sure of what u want. Experience was weird.

Great company, great people, excellent customer service, extremely happy with how they handle their customers

We have ordered a great stroller which we can’t wait to receive! The Baby’s Den cares enough about their customers to do whatever it takes.

I am in love with the staff here! They are so helpful, kind, and completely REAL. They actually want to help, and do what they can to get you what you need quickly. I’m so glad I found them, and am hoping to buy most of our baby stuff from here from now on. I wish we were still in NYC so I could just pop in, but for now, I’m super glad to be able to take advantage of their online shopping and great customer service. They also seem to have all the newest products in advance of everyone else — BONUS! Do not hesitate to purchase from them — they are seriously AWESOME!

I am really happy I found this store– online! I was recently searching for a great deal on a specific stroller and came across their website. holy cow! they offered the best deal hands down. And I received the stroller in perfect condition via FedEx. From now on, I’m checking their website for any future baby/​infant needs. You should check them out!

Great place to get baby gear. Their huge inventory ensures immediate availability. They helped me acquire our new orbit stroller. Why go elsewhere? I’m hooked.