Lullaby Baby — Local services in New York

The issue below was resolved after about nine months. It turned out to be a misunderstanding caused by a technical glitch. While I wish it had been identified sooner to avoid the frustration, I appreciate that the team ultimately took responsibility and addressed it.

Summary: Do NOT shop at this place. They owe me $300+ and products. Read below for details.

I strongly advise against ordering from them online. I ordered two items and, aside from an automated confirmation email, heard nothing for over a week. After several attempts, I finally reached someone who informed me that one item had shipped (which it hadn't, as I discovered later) and the other was listed online by mistake.

Despite the rough start, I tried to be understanding, knowing they are a small business. Unfortunately, I regret sticking with it. When I received one of the items, I needed to return it. I followed the website's return instructions but didn't hear back. After a week of calls and emails that were left unanswered, I got a response after filing a dispute with my credit card company.

They asked me to cancel the dispute, return the item, and promised a refund. Trusting their word, and still wanting to support a small business, I canceled the dispute. It's been 49 days since my purchase, 17 days since the item was returned with over $100 in shipping fees, and numerous follow-ups later, I still haven't...

I swung by here a few weeks ago with my husband and 2 kids to take a look at strollers and car seats, and im so happy I did! I had been feeling so overwhelmed and so overstimulated with so much information regarding strollers and everything I was reading online and I really needed to be grounded and given concrete information. Millie answered all my 1537637 questions, SO patiently, so kindly and helped me narrow my decision down to Nuna! I wasn’t ready to purchase yet but I knew I had to go back once I did make my decision and I did exactly that today!! I came right back, she remembered us, and the information regarding the colors I was interested in! We ultimately decided on the black triv next (Nuna) and the biscotti Nuna pipa air for our 3rd baby girl. I just left feeling so relieved, so happy and a huge weight off my shoulders! Best of all, they had both pieces in stock, so I paid today and loaded it up in our trunk! We’re officially ready for our babygirl! So very grateful for the amazing service Millie- you’re amazing! Won’t ever be going elsewhere for...

Millie from Lullaby is one of the best salespeople we have interacted with, period--providing the highest levels of customer service. As first-time parents, we were overwhelmed with the options for car seats, strollers, traveling, and high chairs while also wanting the safest options for our kid. Millie calmed our nerves, provided excellent, human-centered practical advice, and matched us with the best products for us. Millie remembered our names and was super accessible. Everything we have purchased has been so great for us in ways, honestly, we wouldn't have anticipated, but that Millie thought about and explained to us.

The overall store is fantastic too. One time, we tried to buy a pack-n-play online and couldn't get it delivered for more than six weeks. We called up the store, and they had it in stock and ready for pick-up the same day. They also had the high chair we wanted in stock that was not available online.

We'd highly recommend going to Lullaby--yes because of Millie, but also because it is a great local store with excellent products,...