MacroBaby — Attraction in Oak Ridge

I knew NOTHING of this store until getting pregnant and searching for the perfect stroller for my baby due in August of this year (2021).....I discovered Macrobaby while looking for retailers to purchase the Doona stroller from and this store popped up as one of the stores selling them. Long story short, they were one of the ONLY retailers I found in the USA selling the Vacation Limited Edition Doona stroller—which is suchhhh a gorgeous stroller and pattern color/design, but I had been scammed online before and was hesitant to take a chance with this company, especially when the stroller is a $600 purchase!!! I literally procrastinated for days ordering the stroller because I was so weary, but I decided to contact their customer service and spoke with a gal named Gabby. Ohhh Gabby was the sweetest customer service representative I could have spoken with that day! I discovered they were located in Orlando, which is actually my hometown, and I was able to then call my mom who still lives there and have her confirm that Macrobaby is a real place—to which my mom confirmed it is a huge baby retailer! I asked Gabby how many of the limited edition strollers they had in stock and she went and searched for me and told me they only had one left! I told her I HAD TO BUY IT but she explained that I had to order it online. I quickly hung up and ordered it and called right back and happened to get Gabby again on the phone. I explained to Gabby that I just purchased it, but I asked her to do me a huge favor and make sure no one accidentally sells the last one I just ordered and Gabby assured me that she was going to go and pull the box and write that it has been sold since she was able to see my order in the system!!! Now that is customer service for you! To my surprise, my stroller bundle was delivered THE NEXT DAY!!! I had no clue that was happening!!! This company knows how to operate a business and satisfy their customers!!!! My stroller bundle came well packaged and in top notch CLEAN brand new shape/condition and now I just absolutely cannot wait for the birth of my son!!!

Macro baby, thank you so much!!! You made a world of difference in baby shopping experience. You made every bit of that $600 dollar purchase worth every penny!!! The idea of spending that much on a stroller was killing me, however, after purchasing the beautiful limited edition from you, I haven’t even thought about how much I spent on it since it arrived! I am one HAPPY CAMPER!!! Thank you!!!

Sincerely,

A new...

The first couple times we went, we had great service by Juli . She even remembered us when we returned to purchase. I was expecting this experience to be really good due to the first visit and boy was I wrong. I called and asked about their PM plus policy and spoke to Marcello who told me they could even do it with online retailers. We came in and were allowed to do PM after mentioning our previous conversation. Problems started when we got to the cashier as she seemed to want to make the whole transaction more difficult (she later was rude to me again and I hope to get her name here). She tried to up the price in every way she could turning a quick transaction into a long thing. We chose the layaway option as it was an expensive stroller even with the price match.

We then decide to switch the colors and were unable to reach someone by phone, VM nor emails for several days. I finally got them and spoke again to Marcello who confirmed my mom can call in to pay a portion of my layaway as we were picking up the next week --only had it on layaway for 3 weeks. He also switched the color for us by phone.

My mom tried to call and was told no even though the website says you can pay on a layaway by phone. She was told no by that same cashier.

We got to the store to pick up and I was upset they were not allowing her to pay by phone especially after all the ignored calls and email. We asked Juli to speak to a manager and out walks the difficult cashier. I asked her if she was a manager and she says yes I can help you. She proceeds to tell me they can't take card by phone without the card holders proof of ID along with copy of card. Mind you, when she spoke to my mom she never gave her this option but seeing as how upset I was decided to tell me. I got my mom to text me proof of those and refused to have her email it as that may create identity theft issues.

Even while upset, she mentions how they helped me out my last visit. I told her no she didn't all they did was do a price match they would have done for any customer. She mentions having difficulty before and I flash back to her making it a problem for me. I should have asked for someone else right then and there (I will probably call the store and speak to the general manager tomorrow).

She promises to escalate my issue and let's me pay to send me on my way. The warehouse guy did assemble our stroller for us so between him and Juli, that's why this isn't a one...

Macrobaby has a lot of great baby products and a lot of personnel on hand to help you out. That's the one star. My personal experience, I went to the store the first time just looking nothing specific in mind. The prices seemed really high, that's the first thing that I noticed. Based on my budget I liked some items and even though the store was out of my way, since the items were unique I separated them on layaway with a 20% deposit. I've done layaway at other stores so I was comfortable doing layaway here after reading the contract which no one explained to me, I just read myself and signed. That was their first negative, the employees at the register are not in the know of the layaway policies. After about a month I returned today to pick up my items and buy some other ones. There were some items I no longer needed and wanted to remove from my order. A manager, by assumption, told me that they would charge me 20% for those items even though they hadn't even stepped out of the store which is outrageous and is specified no where in the contract I signed which I read multiple times. After a short back and forth I gave in and decided to let them have the 20% which made up about $20, not buy the other items I had picked out today and just call it quits on the store. The end right? No! Getting a refund took 30 minutes more at the register because the cashier couldn't process it or didn 't know how to and at the end they told me that I needed to pick up my items at some other location. At no other point was I ever made aware of this. The whole thing is and was ridiculous, needless to say I will not be returning or referring any of my friends to this store. You guys need to get your act together, and revise your contract to include the ridiculous rule you made me vow to or even better to compare to other stores that have...