ORDER NUMBER (edited for privacy) - Decades long customer VERY upset and frustrated and frankly, quite angry. Your customer service has apparently greatly declined, as has some of your policies. But this one, that I'm reaching out to you about, makes no sense, even from your own business/profit end.
So, I bought over $200 in items - some for Wedding Registry Gifts - others for myself.
Used a coupon that applied with no issues. So far, so good.
Problem - wasn't much left in registry so I bought the last few items needed that were priced under $50. LITERALLY ONLY ITEMS LEFT WERE LARGE TICKET OUT OF MY PRICE RANGE - A couple items said needed to be "found in store". I needed to mail them, so no good. So, I added 2 small little additional items, each UNDER $2 that were not on registry. They would fit in the smallest box or easily dropped into box with others. So you can imagine my surprise and frustration when I was charged $5.99 in SHIPPING. Why? I met the $39 or $40 threshold for free shipping for both the gifts as well as the items being sent to myself. Indeed, if I shipped these 2 small items to myself, they would be free. As per your site. When I changed the address to mine, shipping was free. But I wanted them shipped to EXACT address on the hidden registry address. Again, which also already met shipping threshold as explained to phone rep.
But your computer system (algorithm) somehow mistakenly viewed these 2 small added items as going to a "3rd address" (THEY WEREN'T - AS NOTED) -- but for some reason, your website thought I didn't meet the threshold. IT DID - THAT'S WHY OTHER ITEMS ALL SHIPPED FOR FREE. I called CS and spoke with Rep X - very patient with me, but she explained she was off her shift in 15 mins and while I could TRY to remove all items and re-buy as if I were buying "outside the registry" and then she could "reassign/re-attach" as if they were part of registry, she said she could only do if order came through before she left - highly unlikely given I still had to place the order, your website was very very slow in refreshing from order page to checkout, etc, and it would require several minutes for me to locate the items on your general site (outside of registry area) - re-put them in cart, etc. And she said she had to leave.
And worse, now I had to type in a new address (can't use a hidden cryptic one to place a standard order, right?) So I change the address for each item and hoped that would work, but it didn't as after the fact, the rep explained I had to first REMOVE the items from the registry, and re-add as explained above. But no time to do that as she was leaving shortly. And she couldn't guarantee it would go to the proper address or be connected to registry if she didn't "catch order" before leaving. So I had no option.
So a lot of work just to allow your customers like me to buy MORE items as gifts - even items exceeding those on the registry. Which as a company, you would think you would want to give people that option without penalizing them with usurious shipping charges (usurious because in my case, the charges EXCEEDED the cost of the two small trinket items combined). After all this grief, I asked if Rep X, seeing I was merely adding MORE merchandise to an order that met free shipping threshold already, to please merely waive the shipping fee or credit it back after I placed the order, but she cited she only had ability to reduce to $2.99 (which basically matched the cost of my items, so still absurd!!) but I reluctantly agreed out of sheer frustration.
It's not fair though. And it's not right. Your charging me for this goes against the very shipping policy STATED ON YOUR SITE OF FREE SHIPPING IF I SPENT MORE THAN $39 TO SHIP TO THIS ADDRESS - WHICH I HAD EXCEEDED!! I am not an attorney, but seems to me to be deceptive advertising. In any case, it is poor will towards good customers like me.
If I had shipped the same items to myself in the same order (since split shipping addresses) it would have been FREE SHIPPING - SO WHY IN THE WORLD SINCE I MET THE THRESHOLD FOR THE OTHER ADDRESS AS WELL, WHY WOULDN'T IT STILL BE FREE? WHY SHOULDN'T IT?? IT SHOULD! It absolutely should. It seems like an error on your server. Thus, regardless of WHY your system charged me shipping, KINDLY REMOVE either the $5.99 shipping charge, or if rep Stephanie reduced down to $2.99 - then please remove that. It is ridiculous that I should have to write this, and possible go onto "complaint boards" just to correct this simple issue. And it's just as bad that you don't give your CS staff the authority to correct a situation of under $5 dollars! You'd rather risk losing a decade long customer? That puzzles me. (At this point, most good companies would even offer a larger amt gift card for all the aggravation, let alone merely refunding my shipping charges.) And I still haven't been credited for my $3-$6 shipping. Let alone the cost to me in time and grief.
Please reply asap and if whoever is reading has no authority to simply credit back $2.99 or $5.99 - please forward to someone who can. Thank you. At this point it's more the principle of the bad will and poor treatment, than simply the $5.99 (or $2.99 - not yet credited to me! - so as of right now, I'm being charged $5.99). But not happy with ANY shipping charges for this order as I feel they should not have been allotted to me given your own policies which I abided by. I spent over $200 on this order! I gave 2 stars (instead of just one) because your online coupon seemed to work without a hitch.
Review by Jerria Bhabha1 month ago
I am very annoyed with my experience with Bed Bath and Beyond. My item was supposed to arrive last week, but the tracking number said it hadn't even arrived to the USPS facility. I called customer service and they told me that the item was never picked up by USPS so they put it back into the warehouse. I was never emailed or notified about this, so now I have to wait another 7-10 business days to get my item after I've already waited over a week and a half. At least I would expect free expedited shipping or something, but they said they can't do anything. Definitely won't buy from here again.
Review by ZeusDiesel1 month ago
ordered set of pots and pans on june 6th.credit card was charged.callled twice they would check with the vendor.they never got back to me .spoke to supervisor all i got was an apology and a refund.
Review by Fabano1 month ago
Rebate: I did everything I was suppose to do for the Brita $5 rebate. Got a $5 "credit" card. When I tried to use when ordering online, I was told it is for in-store only. Really? Went to store to get something and use it, DECLINED! Don’t call # on back of card - auto voicemail ONLY, not helpful. After 20 mins. The n the phone, a nice customer service lady converted card to a regular gift card. I’ll believe it’ll work when I try to use it.
Review by Abhed Godding1 month ago
I cannot understand why such negative reviews can I buy practically everything at Bed Bath & Beyond. If I have a problem, which is rare, I call customer service and they are nice and knowledgeable and resolve problems with ease. Most of the time if it's a small issue then they have replaced my items without charging me one penny. I read reviews, I order what I want and everything comes on time, intact, and always exceeds my expectations. At this point in time I have an ugly dated kitchen that I cannot change because I do not own my apartment. However, thanks to Bed Bath & Beyond, I have spruced it up with the most amazing goodies. From my Breville coffee maker to my blender to my toaster everything works perfectly and you can almost ignore the ugly kitchen behind it. I just bought a coffee grinder and again thank you Bed Bath & Beyond all you carry and everything you deliver, which might I add, is wrapped up so well it's almost hard to get to but it's forgivable because nothing is ever broken. The items that were not working or damaged were the fault of my post office and lazy people who throw packages down the stairs to my apartment. Even that being said, let me repeat oh, I called Bed Bath & Beyond and even though it wasn't their fault they never asked for return they just replace the item. So for all the poopy reviews, I don't understand them and I never will and I don't know who or what I would do without my favorite retailer bed bath and beyond.
Review by PGormley Czapiewska1 month ago
So as much as I love going into this store, using them for our wedding registry was a mistake. A friend sent us a plate set that we never received. A year later after she asked if we got it I called with her order number and they apologized and said they’d send a replacement right away. It’s another year later and we still haven’t received them.
Also my mother in law sent us salad plates that we got 8 months after our wedding.
Review by RStelzer1 month ago
Got a stool for my new kitchen and it was one that had to be assembled. It doesn’t stay intact and am taking it to the store today to get it fixed or return. Wobbly and comes apart easily 🙃
Review by JTomlinson2 months ago
Getting worse and worse !!
Review by CaptainLove2 months ago
Products are great customer service is awesome but I just found out today that my wife has to clean the public toilets that Bed Bath & Beyond can't even provide people to come clean their toilets that is disgusting, sorry my wife has to deal with that and get paid $13 an hour and deal with tards all day long. Bed Bath & Beyond you guys suck for not hiring professional people to come clean your bathrooms, you guys make millions!!!.
Review by LoneStarGal2 months ago
Coupons, schmoupons! If you can’t find it fast enough when a lineup suddenly develops behind you at the one till open, and you live 50 km from the store, don’t expect the Abbotsford manager (Doreen?) to honour an exchange after 2 weeks (my soonest opportunity to travel). Skip the “offers” and lower your prices! I spent $60 instead of $48!
Review by Yuvitsa2 months ago
Always love this brand and their meticulously cared for linens.
Review by RoTraveler3 months ago
Online order and in-store delivery:
- Flawless and perfect.
- Everything in-time and reasonably priced.
- Received cashback as well from TopCashBack.
Review by Tevz Spragett3 months ago
I shopped at the Staten Island store #1015 85 Bricktown Way on May 1. A wonderful sales associate named Kelly helped me shop from a registry in the Bye Bye Baby section. Even though her area was bridal registry she was paged to assist me. She was so patient,kind,and helpful. It was a wonderful shopping experience.
Review by VixenMinxJade3 months ago
Super disappointed. One representative says they will accept my return based on the details I gave on the phone, then when I get there they declined it. I told the manager who told me I could return it, they talked to her and she admitted she told me that, but the manager still didn't allow it.
Review by Bafford3 months ago
Bad experience shopping on line and in store shopped on line products arrived with Poor quality but customer service managed to resolve the problem. I live locally and shop on store Panama City beach store quite often.. A manager Connie was lack of communication, unable to identify problem And an able to deliver the solution. Overall I am not impressed only one word is “disappointed “hope no one has to face this kind of experience.
Review by Megvin3 months ago
I recently had a very minor issue at The Bed Bath & Beyond at 2045 Dixwell Avenue Hamden, Connecticut. I was contacted by telephone by the store’s Manager - Jill.
Jill was extremely helpful, incredibly understanding, genuinely polite and an absolute joy to deal with!!
She has such an understanding of the Customer Service industry and takes such pride and commitment in the operation of her store in Hamden, Connecticut.
Hats off to you Jill and my utmost respect, for running such a Top Notch location!!
Review by BlackButterfly3 months ago
Place an order two weeks ago for a Philips airfryer. Haven't received the shipment. Only get an email stating it's being processed. Worst customer service I have ever experienced in my life. Never ordered online from them
Review by DJTDan3 months ago
its a waste of time when their website is showing that item is in stock in local store but in real life its NOT! Driving trough Los Angeles traffic is a mess after 2pm. Got no excuse from store on Vine st at all. the only way its only buy things online now, and from others. What a shame....
Review by Abiel3 months ago
I ordered a pillow online, which I returned due to poor quality. Now they have shipped it back to me and are claiming that they do not carry this product. Still waiting for a refund or resolution a month later. I will never order from them again. No wonder they are declining.
Review by Wrrlykam3 months ago
Very unsatisfied with the customer service I received at the Valparaiso, IN. They were very rude and did not let me use my coupon! Could have saved 10 dollars too.. super unhappy
Review by Gokulakannan Povolotsky3 months ago
I ordered 10 items online, received half of it and they don't know when the other part will be delivered.
They informed the last scan was at customs border but fedex website shows delivered on June 18th in NY (I think it is their hub)
I requested an update and no one knows where is my order and they gave me the option to have a refund.
So I am TWO WEEKS waiting for my stuff and I won't have it.
Review by Leony4 months ago
Beware if you are a BEYOND+ member!!! Apparently because of system issues the discount that we all paid for is not applying AFTER you hit pay. It will show in your cart but after you hit the pay button the price goes up and unless you look at the final total in your confirmation you will not notice this. Complete and total fraud. If you call they will adjust the price but with an attitude and will also casually mention only if you get upset this is an ongoing issue that they are aware of!!!! Maybe they should put a notice on their site! Warn customers that have paid for and deserve this discount that it will be dropping off and they will need to spend their time calling to get it. Theo is BEYOND ridiculous! (see what I did there). I now know what a greedy Company BB&B rally is. Instead of accepting the discount and the nasty attitude I opted to cancel my order and will never support this company again. I wonder how many people that will not notice will contribute to profits for this cheating business! They should be investigated for this
Review by Jocko Rows4 months ago
After this terrible experience I will never shop or order from them again! I ordered a product on August 16th, and the email stated it would arrive by August 20-21, no tracking number sent but whatever. It didn’t come so I called them and was told “oh it’s coming August 22nd”. I had my Dad wait around all day as it’s an expensive item. NOTHING ARRIVES. I call again and am told “Oh it will come for sure by August 24th end of the day.” I ask for tracking, by now I’m irritated but stuff happens. A couple hours later get an email stating my device is being returned to sender. Call customer service, no real explanation and fake sympathy. Horrible, horrible, horrible! I have never had this happen and I feel like the probably don’t have the product in stock and are trying to find an excuse not to send. Now let’s see how long this refund will take.
Review by Bayanjargal4 months ago
Crap customer service!!!! Clearly, you cant take back anything if you don't have a receipt. Trying to keep receipts is hard enough and they don't email them to you which would be helpful.
I wont shop here again. With all the money I have spent here in the past, they couldn't even exchange the product I was taking back. Shame on them for not being above average.
Review by Vch4 months ago
It’s typically irritating to me when I see someone say I wish I could give zero stars but truly in this case I feel that way. Whether I were providing a new review for the online purchase services or the in-store experience my degree of satisfaction is exactly the same - absolutely unsatisfied! Damaged & missing products in shipments and the CSR response was “Uh-huh, sorry to hear about that. I have made a note on your account and I’m sending it to our order review coordinators and they will send you an email with further instructions, which should include a tracking number for the missing items.” What the heck, seriously!?! I have to wait 2-4 business days for the order review coordinators to review the discrepancies I’ve called about and they will them make a determination what to do from there. If they send the missing items, which I paid for, I need to expect an additional 3-6 business days beyond that for processing & shipping. Ah, fabulous - another week and a half wait, at least, to get the stuff y’all didn’t send me that I had to email and call about 3 times!!! Three times because I never received a response from the two emails - so I called. Despicable, seriously 😐!