Our reviews are monitored for authenticity
On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Read more about our Review Guidelines and the process we have against fake reviews.
I was very happy with my conversations with the team at modern nursery. My concerns were addressed promptly and professionally. In the end I requested a refund which was issued and processed within 4 business days. More than adequate reparations were offered to balance out a misunderstanding which was well beyond their control. I would confidently make purchases from modern nursery again moving forward and would suggest reading the negative reviews w a critical lens.
States 100% customer satisfaction on all purchases, but then has a disclaimer how there are no returns on 90% of their products. So maybe change your motto to say 10% customer satisfaction.
Thanks Lou for your feedback! We do clearly state if an item is returnable or not directly underneath the "Add to cart" button on each and every product page, so that you can make a decision on whether or not to purchase based on this information. Customer satisfaction is extremely important to us and if a product is defective in any capacity, we will absolutely replace it free of charge to you! If you require any type of warranty assistance, we are glad to put you in touch with the manufacturer so that they may assist with parts which retailers do not stock. Did you have a specific issue with one of our products which you felt we did not properly address?
To try to find out the delivery date of the crib I purchased for my daughter, I used the site's chatbot to attempt to communicate with Customer Service. After the initial, question by the rep of the order number, to which I responded, there was nothing. Waiting 15 minutes and even asked a couple of more times if s/he was able to provide information. Tried calling and only received VM to leave a message.
Hopefully the crib will be delivered without issue during the estimated time since I can't get a straight answer.
Hi Ellyn! Our apologies as it looks like you reached out to us at 1:23pm and we were able to respond to your chat at 2:09pm that same day with the info which you requested. We have quadrupled our Customer Care team over the past two years and now have more team members to assist with chat situations. We are terribly sorry that we were not able to provide a response for you within minutes, which is what you would expect via live chat. I do see however that we took the steps to reach out to the manufacturer as soon as your daughter's crib arrived back in stock and we were able to request to have it shipped the same day, successfully! We take great care to make sure that each and every one of our customers is taken care of and we hope that your grandbaby is loving his or her crib!
WARNING! FALSE ADVERTISING! I purchased a car seat and cover only to receive a bill for nearly $300 in addition to what I already paid. They stated despite the fact that I had already paid they posted the wrong price so I owe nearly $300 more and I won't get the car seat cover I purchased either. They lure you in with good deals and then send an addition invoice. RUN from this company!
Hi Brooke! On the day of our new site launch, there were two items you attempted to purchase- a car seat and a car seat cover. You only paid for the cover due to a glitch so we reached out to request that you pay for the car seat too, as we were certain you wanted to purchase that as well. You were not interested in paying anything for the car seat and we were not in a position to ship it to you for free. We even offered a substantial for the inconvenience of having to type your credit card in a second time and you refused. We then canceled your order immediately and provided a full refund as we certainly didn't want you to think we were holding your money. We also offered a discount for a future order. This was all handled within hours of your purchase and we were transparent with the situation. We truly care about our customers and hope you understand that as a family owned business, we cannot afford to fulfill an order for a $399 car seat and $30 car seat cover for just $30 total. We wish you and your family all the best!
I'm leaving this review to warn others NOT TO PURCHASE FROM THIS COMPANY. I placed an order that was, unbeknownst to me, not returnable or refundable. When I called Modern Nursery to let them know that we had a loss and that the order was no longer needed, I asked them to cancel the order sense it appeared not to have left the point of origin shipment location and provide me with a refund. After arguing with me and telling me that it was not refundable, I spoke to a supervisor and then they proceeded to tell me (in various correspondence) that IF they granted me this, that there would be a $250 restocking fee and that the balance could only be used as store credit. I was furious and told them that I would never use them again and that I swore to tell everyone of this experience! I then got an email stating that they would only give me a partial refund to my card less 50% of the restock fee if I promised to leave a good review and to promise to purchase in the future from them. In my head I was like, "ummm hell no and you are seriously trying to blackmail me?" but I said yes of course... I wanted my money. So, DO NOT BUY FROM THEM. They are unethical and dishonest and do not care about you or your family... they deserve to go out of business! Go to BuyBuyBaby they have way better customer service and are far superior to this POS company.
Hi Ed, I spoke with you personally on the phone when you called the first time and you admitted to mismeasuring your wall while your wife was pregnant and that's why you wanted to return the dresser. We did everything we could do to try to make an exception to our policy for you even though we would have lost a great deal of money. You first told us that you would purchase from us in the future if we could provide the full return. You then threatened to leave negative reviews all over social media if we didn't provide a full refund to you in which we would have lost hundreds of dollars through no fault of our own. When we offered to make special exceptions to our policies and providing a partial refund, you still weren't happy and posted this review in multiple places, claiming that you had a loss and that's why you wanted to return the dresser in the first place. A few months later you went on to share posts on social media of your new beautiful and healthy baby, making it clear there was no loss. Other customers called you out on it and you removed your review on the other sites as perhaps you were ashamed to have claimed that your baby died in order to get sympathy on social media and to blackmail us into providing a refund. Perhaps you forgot to remove this review too. We needn't say more and we wish you and your family all the best.
Very professional and friendly customer service. They were very quick to respond to my questions. Very pleasant to work with. Highly recommend.
Thank you for the kind words and we are so glad to hear you've had a positive experience! Please do come back to shop with us again! ;)
I was super concerned after reading all negative reviews but my experience with the company was completely different! I ordered Joolz geo 2 stroller so when i read that people were waiting 3 months and more i was even more anxious. We live in Alaska and to deliver packages here takes usually longer not even mention cost of shipping. So initially i tought i just lost my money and i'll never see my stroller but i was completely wrong. Most of the companies are not even willing to ship especially heavy things here or charge way to much for shipping. Modern nursery charged me 10 dollars for shipping, they sent me tracking number within a week and package has been delivered here within 3 days since they sent me tracking number. I just received my awesome stroller, 1 day after estimated delivery just because of an earthquake in Anchorage. So all i can say is that i'm very happy i purchased from modern nursery.
We are so happy that we were able to provide a pleasant experience and we certainly hope that you are loving your Joolz Geo2 stroller!
The customer service provided by Modern Nursery representatives was amazing - above and beyond and greatly appreciated! They were patient with me as I asked questions and follow up questions; very prompt in responding, professional, proactive and courteous. It is rare to find excellent customer service and Modern Nursery excels at it! Thank you so much! The products are great and I will become a loyal customer as a result. Highly recommend!
We try so hard to go above and beyond for our customers and we are thrilled that we were able to exceed your expectations! Thank you for taking the time to leave this review :)
Really pleased with our purchase from Modern Nursery! We got the UppaBaby Vista travel system and it's perfect!
We are so glad you are happy with your purchase!
I was super concerned after reading all negative reviews but my experience with the company was completely different! I ordered beautiful Franklin & Ben iron crib through Modern Nursery, best price I've seen without being charged extra for tax and shipping, for an item that's over 80lbs I thought was a great find! Item was shipped shortly after I placed order, but on way here delivering truck got in the accident rolling several times.
Pilot Freight delivery company took sometime estimating damages to my package, finally after taking photographs of the crib I was told by delivery company that paint had chipped in several places, but it was an easy fix and crib itself wasn't damaged! Pictures were forwarded to Modern Nursey and now it was up to them if they want to replace it or not.
I was seriously preparing for the worse like taking weeks for those pictures to be seen and finally receiving a crib with chipped paint. But thankfully I was totally wrong, Modern Nursery processed a new order for a brand new crib within hours after receiving pictures. Also they've sent me a really nice email apologizing for the delay ans thanking for my patience. So don't be afraid to order, it's a great company with great product selection and prices!
Thank you for sharing your story as a great example of how we always strive to turn lemons into lemonade! We were super glad to assist you, Olga and we wish you and your family all the best!
Bought a number of pricey furniture items from this site and I had a GREAT experience. The person I spoke with knew a TON about the products and was able to really help me thru the process. I can't thank them enough and love the products!
Please DISREGARD my previous complaint. This company couldn't have answered or resolved it more quickly and graciously than they did. Full satisfaction. Just like they promised.
Now I'm afraid I have to complain about THIS website, because they do not allow writer's to remove their entries. Had I known this, I would never have posted here. I posted it on another website, and they took it down immediately at my request.
Thank you very much Shane for sharing your positive experience with our Customer Care team! You are correct that negative reviews can make a very negative impact on a business and sometimes we need to understand the full picture before making a judgment of a situation. We look forward to assisting you and your family again in the future!