I wish I'd read the reviews of this store before becoming a victim too. My experience was similar to most of the other 1-star reviews elsewhere on the internet. I hope that by my spending the time to submit this report I'll be able to save someone else the unneeded unpleasant nightmare of dealing with such an unscrupulous and rude business. If you love your new baby and don't need extra stress added to your pregnancy, I'd strongly suggest that you not shop here.
On July 3, 2012, I was looking for a store selling the Origami stroller because I wanted to see it in person. I called USA Baby Child Space and the lady on the phone said that they had it in the store and said I could come in anytime. Within the hour I was at the store and when I couldn't find the stroller, I asked a salesperson where I could find it and was told they didn't keep it in stock. I told her that I'd just called and was told it was in the store, and the lady looked surprised and said, "oh we just sold it. [continued below]....
....." I thought this was strange, but didn't know anything about the store at the time, so I believed her.
I ended up spending $3,600 including ordering the stroller sight-unseen. I also purchased a matching crib and dresser. The items were to be delivered "in a couple of weeks." I also paid an additional fee for delivery and for assembly.
On July 29, 2012 (to their credit, this was later than promised, but not too late), they arrived at our home with the items. The stroller was fine, but when they brought the dresser in, my husband said that he noticed that it was bowing like it was made of rubber. When the delivery men left the room, I attempted to show my husband how the top of the dresser becomes a table by pulling out the top, but something wasn't right - it was sticking and crooked. My husband pointed out that one of the wheels was missing from the bottom corner of the dresser leg.
Then I started to open the drawers. When I opened the top drawer, a screw fell to the floor with a "clack" on the wood floor. When I opened the second drawer, two more screws. When the delivery men came back in, we pointed this out to them. They opened the drawers and more screws fell, then on the last one, some splintered wood fell to the floor along with one of the metal guide rails. (We kept pictures of this.)
We called the store and spoke with the manager "Evelyn" and explained the situation. She pressed REALLY hard to get us to keep the "furniture" until a replacement could be delivered. My husband said that the dresser was a hazard and we didn't want it on our property where a baby was going to be, so they took the dresser and crib back. I asked Evelyn when we would receive a replacement and she said she would call me the following Monday with an update because there was nothing she could do on a Saturday.
On Monday (surprise!) no one called me back! I called them Tuesday and reached Evelyn who told she couldn't give me any information, to wait, and that she would "call [me] tomorrow." Nobody called me Wednesday. I called them Thursday around 4 but Evelyn was "busy." I told them that I would really like to get my money back if they wouldn't provide me with an approximate date it would arrive. They told me that Evelyn would call me back on that.
She called around 5.30 p.m and I asked what the status on the furniture was and why she didn't call when she promised. Evelyn started (literally) SCREAMING at me the whole conversation and if you can picture this, she literally screamed that "the dresser won't be here next week either", that she didn't know when it will arrive and that she wouldn't give me a date, but that the was "working on it."
I told her that since she couldn't even provide an approximate delivery date and because I no longer had time to keep trying to track her down (or felt like being screamed at by a crazy person for that matter), I told her I couldn't wait and that I wanted a refund.
Evelyn started screaming at me again saying they wouldn't give me my money back. I told her not to scream at me anymore since we have been good customers who spent over $3,500 at their store. She replied (again screaming) "I'm not screaming at you. You don't understand you need to listen I already told you I'm working on it." I appreciated the irony of her screaming that she wasn't screaming at me.
When asked if I could speak to another manager or just someone who wouldn't scream at me the whole time Evelyn replied, "I'm the highest person at the store and there are no other managers."
I let Evelyn know that I would be disputing the dresser/crib portion of the charge because I spent a lot of money in this store on what I thought was quality new furniture for our baby girl, I was 6 months pregnant and very upset. What should have been a joy for our family ended up being a headache with a crazy person screaming at me.
Only after opening a chargeback with my credit card company for the dresser/crib portion of my order, did I IMMEDIATELY get a call from USA Baby saying that the items I was previously told would be impossible to get quickly were magically ready for delivery.
The problem is, I no longer want anything to do with this company. There is no compensation at this point that would be worth what I experienced. If you want to spend a lot of money, be screamed at, and shop at a store where the customer is apparently always wrong, then Id highly recommend this store. Be sure and ask for Evelyn for the most adrenaline packed hate experience. But don't just take my word for it. Look at the reviews elsewhere on the internet. Apparently, mine wasn't a unique experience, but standard modus operandi for this store.