BRU RANT/BBB RAVE!

I had my shower yesterday (as an aside, it was wonderful!). I'm 35w and I'm very eager to just get everything purchased and set up so I wanted to buy the items I did not receive today. I was registered at both BBB and BRU. I really wanted to register only at BBB but I know there are only two on LI and I just was trying to make things easier on everyone.

BBB gave me a 10% off completion coupon and BRU gave me a 15% off completion coupon. Neither one had any exclusions and the BRU completion coupon could be used online which I thought was a HUGE plus. So I moved all the remaining items I wanted to my BRU registry and I tried to buy them online. My code didn't work. I googled it and a bunch of people on message boards were saying their codes didn't work either but all they did was call BRU customer service and they were given new codes that worked. I called up and was given a TERRIBLY hard time by a RUDE customer service agent. He basically told me there must be some other special offers on items in my cart that can't be combined with the completion coupon. I looked and there were a few sale items so I removed them. Code still didn't work. He said I was probably getting free shipping and that's why it didn't work. But every order on BRU that is over $79 gets free shipping, so I said are you telling me I can't use this "completion" coupon to buy an order over $79, b/c then this coupon is USELESS. He said yes! I said do you understand that you just admitted to me this coupon is worthless - what kind of customer service agent are you? I ended up hanging up on him and calling right back.

Next customer service agent I got was nice and basically said OK we'll order the stuff over the phone and I'll put in a 15% discount for you. We spent all this time going through all the items I wanted to buy. I was placing an order worth $750 so you'd think they'd have incentive to make this go through. At the end she said OK now I need supervisory approval, please hold. I held for THIRTY MINUTES before I was disconnected. I was ABSOLUTELY FURIOUS.

I ended up bringing my BRU completion coupon into the BBB in Garden City. They said they would honor it but I'd have to turn it in to them. I said that was totally FINE because I'd never go to BRU again. After shopping around, there were 3 items I needed to order that were not in store. I had 4 20% off coupons too so I figured I'd use those on the items that were going to be delivered. When I went to the registry desk, the girl gave me a 15% off completion coupon voucher so I wouldn't have to turn in the BRU one in case I change my mind about using it at BRU. Then she put in 20% off coupon codes for my special order items and did not make me turn in the 4 coupons I had. I then went to register with the rest of my items. The cashier was extremely helpful about figuring out my 4 most expensive items to put to the side to use my 20% off coupons on instead of the completion coupon. Then we rang up the rest of my order and I got 15% off on everything, including my UppaBaby Vista stroller which BRU doesn't carry and which is usually excluded. At this point I was a VERY happy camper! The sales people then carried my stuff out for me and loaded my car. Even happier!

Long story longer - I am incredibly impressed with how far the people at BBB went to make me happy and I am APPALLED at BRU and will pretty much NEVER shop there again unless I have no other choice!!!!

Message edited 3/3/2013 9:56:00 PM.

Re: BRU RANT/BBB RAVE!

That is a crazy story. So glad it worked out for you in the end though. I would email a a copy of this exact experience how you have written it here to their customer service department. Let them know they have lost you for good. So many people feel this way, including myself. TRU/BRU really do suck.