Snuggle Bugz - Head Office — Local services in Oakville

Extremely disappointed in the lack of care and customer service to say the least. For a company that prides itself as ‘Canada’s Number 1 baby store’. In short… I ordered a Uppababy Vista V2 stroller on June 10th, didn’t receive it until June 17th. You offered same day shipping which is why I ordered from your store. However the stroller had to get shipped out 3x. After numerous phone calls as it was anticipated everyday and I was guaranteed it would come by a senior advisor and it still didn’t. In your policy-it states that if there is any problems with shipping that you will contact me, I was never contacted I was always the one contacting you. I was understanding and gave you the opportunity to rectify the issue. Even though you only offered me $25 and 10% off at your store. After spending hours on the phone with your company. I didn’t think that was much for all that I had gone through. But I let it be As I just didn’t have the time or the effort two escalate this any further….. When I finally received my stroller I was so excited and relieved finally, I started unpacking and trying to assemble it right away. Only to find as soon as I opened the box there were scratches and dents on the stroller. I was so disappointed to say the least. I was going to even keep it because that is how desperate I was as I waited for a week for it. But after considering the fact of how much I spent on the stroller and it was supposed to be brand new in a box I reconsidered. I composed an email that morning and sent it before they even opened and sent them pictures. When they opened at 9 AM I called right away I didn’t get through until about 45 minutes later. I don’t know how that is possible I was the number ‘ 1 caller’ every single time I called. Since they don’t monitor their voicemail I had to call back several times. Finally my husband took over as I was so stressed out and angry. He got through only to be told yes we except returns on strollers, and we will send you a return label free of charge as soon as soon you provide us pictures which I already did. The agent looked at the email as I provided the pictures and said nothing besides yes we will gladly send you a return label for free like that is something that should even be a consideration. So clearly this item was returned and used and then re-sold to me for full price. This is unacceptable and I don’t want anybody else to have to go through what I did with your company. I will never shop with you ever again, and I will never recommend you to anybody that I come across, and I will share my experience to every single person that has a child because that’s how disgusted I am at your company. You have not reached out since I composed that email and sent it to you 2 weeks ago, I gave you the opportunity to maybe call and rectify it but you did nothing. You sent an email saying that you will refund my money in 7-10 business days, after it’s been already shipped on my end received on yours. Knowing the situation, that’s disgusting. I don’t need or want anything from your company just for people to know how awful your...

I am so disappointed at the lack of customer service I have received from Snuggle Bugz - Canada's Baby Store. I purchased an Owlet smart monitor and after setting it up we were beyond disappointed with this product. The app crashes, you need to keep the app open on your phone at all times and it drains your battery very quickly. The audio is terrible and the video drops constantly. Ultimately this is not sufficient for our needs, particularly for a $500 product.

We asked to return this product for a refund, but were told we could not as Snugglebugz will not refund/exchange electronics. I was advised to go directly to Owlet. I took issue with this as well because I purchased from Snugglebugz, not Owlet, and as such Snugglebugz should be who I deal with to rectify any issues. Nonetheless, since they would not help, I went to Owlet and was told that since it had been over 45 days from purchase they would not help either. A 45 day "guarantee" on a baby product is ridiculous as most parents purchase well in advance of their baby's arrival. I went back to Snugglebugz and was told that they couldn't help as "they were only the third party seller". WHAT?! If this is the case, what is the value of shopping at Snugglebugz vs the manufacturer directly? I had assumed it was for the customer service aspect, clearly I was wrong. I have asked to speak to a supervisor 3 separate times now, and have yet to receive a call back. I have also attempted to contact the president of the company, with no response. It has been over a month now. To boot, we had our registry with Snugglebugz, not to mention all of our nursery furniture was purchased there as well. If this how Snugglebugz treats their customers, I will never spend another cent in this store. These days, customers have a vast array of options of where and how to buy- customer service is what differentiates retailers....

We had a terrible experience ordering from snugglebugz Black Friday uppababy sale. We wait up until midnight only to have our purchase cancelled, three times, with no explanation. By the time we received a response, we had already missed out on the sale and the stroller was sold out. Customer service (Nana) was nice but not helpful at all, offering no resolution, or comfort that snugglebugz has customers’ backs.

This stroller was supposed to be a gift from my parents and apparently this wasn’t allowed - our email was flagged because the card info and shipping info didn’t match. I have never experienced this with any other company - my parents have done this on numerous occasions, as we have a little one on the way. How are people supposed to buy large presents for others if they live in different cities or countries?!

We then tried our card with our shipping information, but because of the first attempt we were already flagged (so we were told) and thus blocked from making the purchase. Customer service’s response was basically “too bad”.

This is clearly a Snugglebugz system issue that has now cost our family $500. It was a huge waste of time and customer service clearly doesn’t care about the customer experience or about first time parents who could have been lifetime repeat customers. We should have just gone to west coast kids for the sale, but wasted too much time with snugglebugz and missed...