Based on recent customer reviews, Baby City draws sharp criticism for managerial conduct across branches including Cedar, Springfield Park, Tokai, Northgate, Loch Logan and Sandton, where shoppers describe rude, dismissive handling of exchanges, refunds and car seat fittings. Undelivered online orders, a difficult website and an unresolved gift card add further frustration. Positive feedback does exist, praising individual assistants such as Damian at Tygervalley and Sis'Thuli at Strubensvalley for patient, caring help, plus affordable quality clothing. The experience appears heavily dependent on which staff member assists you.
TrustIndex
2.6
NPS Score
-100
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Baby City
What do customers say about Baby City?
Based on recent customer reviews, Baby City draws sharp criticism for managerial conduct across branches including Cedar, Springfield Park, Tokai, Northgate, Loch Logan and Sandton, where shoppers describe rude, dismissive handling of exchanges, refunds and car seat fittings. Undelivered online orders, a difficult website and an unresolved gift card add further frustration. Positive feedback does exist, praising individual assistants such as Damian at Tygervalley and Sis'Thuli at Strubensvalley for patient, caring help, plus affordable quality clothing. The experience appears heavily dependent on which staff member assists you.
Is Baby City trustworthy?
Baby City has a TrustIndex of 2.6 out of 10 on Hellopeter, based on 12 reviews in the last 12 months. Hellopeter has tracked Baby City across 333 total reviews. How is the TrustIndex calculated? →
Recent reviews (12)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Nov 2018
Wrong Pricing and unprofessional conduct of the store manager
Dear Baby City Head Office, I am writing to lodge a formal complaint regarding an extremely disappointing experience my husband and I had at Baby City, The Grove Mall. The incident involved incorrect product pricing, unacceptable customer service, and the unprofessional conduct of the store manager, Mr John Motloutsi. My husband and I are regular customers of Baby City The Grove Mall, where we purchase our monthly baby essentials and typically spend between R1,500 and R2,000 per month. We have always trusted Baby City to provide reliable service and affordable, quality products for our baby. Unfortunately, our recent experience has left us deeply disappointed and concerned about the standards of service at this branch. 1. Incorrect pricing and misleading product placement During our visit, we were surprised to see NAN Lacrosse baby milk displayed with a price of R149. We purchased four tins, not because of the advertised price, but because we normally purchase four to five tins per month, depending on our supply needs. This particular baby formula is often difficult to find, making it especially important for us to secure our monthly supply. However, when we reached the till, the items scanned at R279.99 each, a price significantly higher than the R149 displayed next to the product. We immediately brought this discrepancy to the cashier’s attention. She went to verify the pricing and confirmed that the milk had indeed been placed under the incorrect price. We were informed that the product had been positioned incorrectly and that the displayed price did not correspond to the actual product. The employee responsible for pricing was subsequently called to explain what had happened. He stated that the pricing machine was broken, that this had already been reported, and that he had placed the milk in the available space, unfortunately underneath the R149 price. While I understand that equipment can malfunction, this does not excuse the store’s failure to ensure that products are correctly priced and displayed. Customers should not be expected to bear the consequences of internal operational failures. 2. Unacceptable conduct by the store manager What was initially a pricing concern quickly escalated into an extremely unpleasant interaction because of the conduct of the store manager, Mr John Motloutsi. My husband calmly explained the situation and attempted to discuss the pricing discrepancy. However, instead of handling the matter professionally and seeking a reasonable resolution, the manager was dismissive, arrogant and disrespectful. He told my husband that it was not his problem that we had seen the baby milk displayed at R149. He further stated that if we were unwilling to pay the price reflected on the till, we would not be allowed to leave with the baby formula. My husband is a store manager at Gelmar and attempted to explain the principles surrounding accurate pricing and the responsibility retailers have to ensure that customers are not disadvantaged by incorrect price displays. Rather than engaging constructively, Mr Motloutsi continued to dismiss his concerns, essentially telling him that it was not his problem and that we could either accept the situation or leave the products behind. I eventually intervened because I found the manager’s manner towards my husband increasingly disrespectful and unacceptable. A manager should be capable of addressing customer complaints calmly, respectfully and professionally, even when there is a disagreement. Instead, we were made to feel as though we were at fault for bringing a legitimate pricing concern to the store’s attention. 3. Concerns about Baby City’s customer service standards and core values During the interaction, I requested the Head Office contact details so that I could escalate the matter. When I called, I was met with an automated response indicating that Head Office was unavailable over the weekend. At that point, the manager offered to assist, but I informed him that I would rather raise the matter directly with Head Office and obtain clarification on the store’s pricing practices and customer service standards. I also asked Mr Motloutsi to explain Baby City’s core values, particularly those relating to customer-focused service, family-centred care, value and affordability, high-quality products, and community sustainability. He was unable to identify or explain even one of the values I raised. This interaction left me questioning whether the values that Baby City promotes are being practised at store level and whether adequate attention is being given to the conduct and leadership of the people entrusted with managing its branches. I am particularly concerned about the example being set by a manager who appears unwilling to acknowledge a store error or treat customers with basic courtesy and respect. If this is how a customer is treated when raising a legitimate concern, it raises serious questions about the overall customer experience and the working environment within the store. 4. The impact on our family Ultimately, I paid for all four tins of baby milk at R279.99 each because I have a newborn baby who depends on this specific formula. This was not a purchase we could simply abandon without considering our baby’s feeding needs. The formula is not interchangeable for every baby, particularly where a specific product has been recommended by a paediatrician. Our decision to pay should not be interpreted as acceptance of the incorrect pricing or the manner in which we were treated. We paid because our baby’s needs had to come first. As a parent, I find it particularly upsetting that a routine purchase of essential baby supplies turned into such an unpleasant experience. Customers visiting Baby City should feel confident that they will be treated fairly and that their concerns will be handled with care, especially when purchasing products essential to their children’s well-being. 5. Resolution requested In light of the above, I request that Baby City Head Office urgently investigate this incident and provide a formal written response addressing the following: Reimbursement of the price difference: I request a cash refund of the difference between the displayed price of R149 and the amount charged, R279.99, for all four tins purchased. The difference amounts to R130.99 per tin, bringing the total reimbursement requested to R523.96. I paid in cash and therefore specifically request that the reimbursement also be made in cash, rather than through a gift card or store credit. A formal investigation into the pricing discrepancy: I expect an explanation of how the baby formula came to be displayed under the incorrect price, why the problem was not identified and corrected, and what measures will be implemented to prevent similar incidents from happening again. An investigation into the manager’s conduct: I request that Baby City investigate Mr John Motloutsi’s behaviour during this incident and determine whether his conduct aligns with the company’s customer service standards and expectations of its management team. Feedback on corrective action: I would like to receive written feedback explaining how this matter will be addressed, including what steps will be taken to ensure that customers are treated respectfully and that store managers are held accountable for their conduct. I understand that confidential employment matters may limit the details you can share, but I expect confirmation that the complaint has been investigated and appropriate action considered. Confirmation of Baby City’s pricing policy: Please clarify the company’s policy regarding products displayed under an incorrect price and explain how such situations should be handled to ensure fair treatment of customers. A formal apology: I expect an apology for the inconvenience, distress and disrespect we experienced during what should have been a straightforward shopping visit. 6. Escalation of the matter I would prefer to resolve this matter directly and professionally with Baby City Head Office. However, given the seriousness of the experience and the manner in which our concerns were handled, I am prepared to escalate the complaint to HelloPeter and the appropriate consumer protection authorities, including the relevant consumer ombud or dispute-resolution body, should the matter not be addressed satisfactorily. I trust that Baby City recognises the importance of protecting its reputation by ensuring that its customers receive fair treatment, transparent pricing and professional service at every branch. We have been loyal customers who regularly spend a considerable amount at Baby City The Grove Mall. It is deeply disappointing that a straightforward pricing query was handled in a manner that left us questioning the quality of leadership and the customer service standards at this store. I would appreciate urgent attention to this complaint and a substantive written response confirming how the matter will be investigated and resolved. I look forward to your response and to receiving the requested reimbursement of R523.96 in cash. Kind regards, A Concerned Baby City Customer Miss Llai Letta Michelle Mabula ***
1 reviews | Active since Nov 2018
Wrong Pricing and unprofessional conduct of the store manager
Dear Baby City Head Office, I am writing to lodge a formal complaint regarding an extremely disappointing experience my husband and I had at Baby City, The Grove Mall. The incident involved incorrect product pricing, unacceptable customer service, and the unprofessional conduct of the store manager, Mr John Motloutsi. My husband and I are regular customers of Baby City The Grove Mall, where we purchase our monthly baby essentials and typically spend between R1,500 and R2,000 per month. We have always trusted Baby City to provide reliable service and affordable, quality products for our baby. Unfortunately, our recent experience has left us deeply disappointed and concerned about the standards of service at this branch. 1. Incorrect pricing and misleading product placement During our visit, we were surprised to see NAN Lacrosse baby milk displayed with a price of R149. We purchased four tins, not because of the advertised price, but because we normally purchase four to five tins per month, depending on our supply needs. This particular baby formula is often difficult to find, making it especially important for us to secure our monthly supply. However, when we reached the till, the items scanned at R279.99 each, a price significantly higher than the R149 displayed next to the product. We immediately brought this discrepancy to the cashier’s attention. She went to verify the pricing and confirmed that the milk had indeed been placed under the incorrect price. We were informed that the product had been positioned incorrectly and that the displayed price did not correspond to the actual product. The employee responsible for pricing was subsequently called to explain what had happened. He stated that the pricing machine was broken, that this had already been reported, and that he had placed the milk in the available space, unfortunately underneath the R149 price. While I understand that equipment can malfunction, this does not excuse the store’s failure to ensure that products are correctly priced and displayed. Customers should not be expected to bear the consequences of internal operational failures. 2. Unacceptable conduct by the store manager What was initially a pricing concern quickly escalated into an extremely unpleasant interaction because of the conduct of the store manager, Mr John Motloutsi. My husband calmly explained the situation and attempted to discuss the pricing discrepancy. However, instead of handling the matter professionally and seeking a reasonable resolution, the manager was dismissive, arrogant and disrespectful. He told my husband that it was not his problem that we had seen the baby milk displayed at R149. He further stated that if we were unwilling to pay the price reflected on the till, we would not be allowed to leave with the baby formula. My husband is a store manager at Gelmar and attempted to explain the principles surrounding accurate pricing and the responsibility retailers have to ensure that customers are not disadvantaged by incorrect price displays. Rather than engaging constructively, Mr Motloutsi continued to dismiss his concerns, essentially telling him that it was not his problem and that we could either accept the situation or leave the products behind. I eventually intervened because I found the manager’s manner towards my husband increasingly disrespectful and unacceptable. A manager should be capable of addressing customer complaints calmly, respectfully and professionally, even when there is a disagreement. Instead, we were made to feel as though we were at fault for bringing a legitimate pricing concern to the store’s attention. 3. Concerns about Baby City’s customer service standards and core values During the interaction, I requested the Head Office contact details so that I could escalate the matter. When I called, I was met with an automated response indicating that Head Office was unavailable over the weekend. At that point, the manager offered to assist, but I informed him that I would rather raise the matter directly with Head Office and obtain clarification on the store’s pricing practices and customer service standards. I also asked Mr Motloutsi to explain Baby City’s core values, particularly those relating to customer-focused service, family-centred care, value and affordability, high-quality products, and community sustainability. He was unable to identify or explain even one of the values I raised. This interaction left me questioning whether the values that Baby City promotes are being practised at store level and whether adequate attention is being given to the conduct and leadership of the people entrusted with managing its branches. I am particularly concerned about the example being set by a manager who appears unwilling to acknowledge a store error or treat customers with basic courtesy and respect. If this is how a customer is treated when raising a legitimate concern, it raises serious questions about the overall customer experience and the working environment within the store. 4. The impact on our family Ultimately, I paid for all four tins of baby milk at R279.99 each because I have a newborn baby who depends on this specific formula. This was not a purchase we could simply abandon without considering our baby’s feeding needs. The formula is not interchangeable for every baby, particularly where a specific product has been recommended by a paediatrician. Our decision to pay should not be interpreted as acceptance of the incorrect pricing or the manner in which we were treated. We paid because our baby’s needs had to come first. As a parent, I find it particularly upsetting that a routine purchase of essential baby supplies turned into such an unpleasant experience. Customers visiting Baby City should feel confident that they will be treated fairly and that their concerns will be handled with care, especially when purchasing products essential to their children’s well-being. 5. Resolution requested In light of the above, I request that Baby City Head Office urgently investigate this incident and provide a formal written response addressing the following: Reimbursement of the price difference: I request a cash refund of the difference between the displayed price of R149 and the amount charged, R279.99, for all four tins purchased. The difference amounts to R130.99 per tin, bringing the total reimbursement requested to R523.96. I paid in cash and therefore specifically request that the reimbursement also be made in cash, rather than through a gift card or store credit. A formal investigation into the pricing discrepancy: I expect an explanation of how the baby formula came to be displayed under the incorrect price, why the problem was not identified and corrected, and what measures will be implemented to prevent similar incidents from happening again. An investigation into the manager’s conduct: I request that Baby City investigate Mr John Motloutsi’s behaviour during this incident and determine whether his conduct aligns with the company’s customer service standards and expectations of its management team. Feedback on corrective action: I would like to receive written feedback explaining how this matter will be addressed, including what steps will be taken to ensure that customers are treated respectfully and that store managers are held accountable for their conduct. I understand that confidential employment matters may limit the details you can share, but I expect confirmation that the complaint has been investigated and appropriate action considered. Confirmation of Baby City’s pricing policy: Please clarify the company’s policy regarding products displayed under an incorrect price and explain how such situations should be handled to ensure fair treatment of customers. A formal apology: I expect an apology for the inconvenience, distress and disrespect we experienced during what should have been a straightforward shopping visit. 6. Escalation of the matter I would prefer to resolve this matter directly and professionally with Baby City Head Office. However, given the seriousness of the experience and the manner in which our concerns were handled, I am prepared to escalate the complaint to HelloPeter and the appropriate consumer protection authorities, including the relevant consumer ombud or dispute-resolution body, should the matter not be addressed satisfactorily. I trust that Baby City recognises the importance of protecting its reputation by ensuring that its customers receive fair treatment, transparent pricing and professional service at every branch. We have been loyal customers who regularly spend a considerable amount at Baby City The Grove Mall. It is deeply disappointing that a straightforward pricing query was handled in a manner that left us questioning the quality of leadership and the customer service standards at this store. I would appreciate urgent attention to this complaint and a substantive written response confirming how the matter will be investigated and resolved. I look forward to your response and to receiving the requested reimbursement of R523.96 in cash. Kind regards, A Concerned Baby City Customer Miss Llai Letta Michelle Mabula ***
1 reviews | Active since Mar 2020
Refund!!!
Why is baby city taking soooo long yo refund my money on a order that was placed on the Sep 8, 2026, 4:22:43 PM order number ***. They say it take 7 to 14 business days. I still have not received my refund.
1 reviews | Active since May 2025
Baby City Cedar - Arrogant, Condescending with White Supremacy Attitude Manager
Baby City Cedar - Arrogant Manager with White Supremacy attitude and zero customer service and experience interest Conradie is arrogant, rude, does not apply his mind and condescending to a point that I had to ask him to please stop engaging with me to defuse the situation and allow 1 of his staff members to help me and he even said I can even report him. Wow. So disappointing.
1 reviews | Active since May 2025
Baby City Cedar - Arrogant, Condescending with White Supremacy Attitude Manager
Baby City Cedar - Arrogant Manager with White Supremacy attitude and zero customer service and experience interest Conradie is arrogant, rude, does not apply his mind and condescending to a point that I had to ask him to please stop engaging with me to defuse the situation and allow 1 of his staff members to help me and he even said I can even report him. Wow. So disappointing.
1 reviews | Active since Mar 2021
Think Twice Before Using Baby City
Absolutely disappointed with the service at Baby City Springfield Park. I received a steriliser as a baby shower gift that was purchased in February. My baby shower was in March, my baby was born in April and only now have I had the opportunity to exchange it after realising I received two of the exact same item. The steriliser was completely sealed and unopened until the store manager himself decided to open it today, only to then tell me they would not allow an exchange because the item was “older than 2 weeks.” This is honestly pathetic customer service. New parents are busy, exhausted and not always able to rush to the shops immediately after receiving gifts. Refusing an exchange on an unopened item under these circumstances is unreasonable and extremely disappointing. I will never shop at Baby City again and would strongly advise others to think twice before doing a gift registry there. Unless you are prepared to keep multiple duplicate items, don’t expect any flexibility or understanding from this store.
1 reviews | Active since Mar 2021
Think Twice Before Using Baby City
Absolutely disappointed with the service at Baby City Springfield Park. I received a steriliser as a baby shower gift that was purchased in February. My baby shower was in March, my baby was born in April and only now have I had the opportunity to exchange it after realising I received two of the exact same item. The steriliser was completely sealed and unopened until the store manager himself decided to open it today, only to then tell me they would not allow an exchange because the item was “older than 2 weeks.” This is honestly pathetic customer service. New parents are busy, exhausted and not always able to rush to the shops immediately after receiving gifts. Refusing an exchange on an unopened item under these circumstances is unreasonable and extremely disappointing. I will never shop at Baby City again and would strongly advise others to think twice before doing a gift registry there. Unless you are prepared to keep multiple duplicate items, don’t expect any flexibility or understanding from this store.
1 reviews | Active since Apr 2026
Complaint and Unprofessional Service
I bought a breast pump Black Friday which was on special at Baby City Tokai. I called them to make sure they had it before I headed over. Took me 40-50mins of calling them and wasting my airtime for them to inform me they didn't have it but I can come over to pay for the product and they will call me when they got it instore. Lucky my sister was close to the store because the store closed in 10mins. My husband collected the breast bump two weeks afterwards to find out it was the wrong one. I then went in myself and they apologies for not checking the product before they handed it over to my husband. I then asked them to please call me when the right one comes. One of the managers said I need to still keep the product and slice so I can exchange it when the right one comes and she would keep the same price. Another week past and they called me. My father went in as I had to tend to my baby, He called me saying they needed me to pay an extra R50. I refused and for 30mins had a disagreement with them as the manager told me I would just need to exchange the products and it would be for the black Friday special price. After 30mins of the manager lying to me, speaking down to me as If i was her child and was unprofessional (Bare in mind I called to my fathers phone and she was speaking from his phone then 20mins in I told her she is wasting his airtime and need to call me from the store number). She was rude to my father, husband and I. I have not set my feet back in that baby city again. I also paid the extra R50 as I was desperate for that breast pump. After the call I cried while holding my baby because it was overwhelming and I hated the way she spoke to me and how ************* the staff was.
1 reviews | Active since Apr 2026
Complaint and Unprofessional Service
I bought a breast pump Black Friday which was on special at Baby City Tokai. I called them to make sure they had it before I headed over. Took me 40-50mins of calling them and wasting my airtime for them to inform me they didn't have it but I can come over to pay for the product and they will call me when they got it instore. Lucky my sister was close to the store because the store closed in 10mins. My husband collected the breast bump two weeks afterwards to find out it was the wrong one. I then went in myself and they apologies for not checking the product before they handed it over to my husband. I then asked them to please call me when the right one comes. One of the managers said I need to still keep the product and slice so I can exchange it when the right one comes and she would keep the same price. Another week past and they called me. My father went in as I had to tend to my baby, He called me saying they needed me to pay an extra R50. I refused and for 30mins had a disagreement with them as the manager told me I would just need to exchange the products and it would be for the black Friday special price. After 30mins of the manager lying to me, speaking down to me as If i was her child and was unprofessional (Bare in mind I called to my fathers phone and she was speaking from his phone then 20mins in I told her she is wasting his airtime and need to call me from the store number). She was rude to my father, husband and I. I have not set my feet back in that baby city again. I also paid the extra R50 as I was desperate for that breast pump. After the call I cried while holding my baby because it was overwhelming and I hated the way she spoke to me and how ************* the staff was.
1 reviews | Active since Apr 2020
Disappointed in Baby City Northgate Mall
I had a really disappointing experience at Baby City Northgate. I went in to purchase a gift and asked if they could assist with wrapping it. I understand that they don’t officially offer a gift-wrapping service, but what was frustrating was the way it was handled. I was told they were “too busy” to help — yet the cashier on duty (11/04/2026) was sitting lazily behind the counter with no visible urgency or willingness to assist. To make matters worse, instead of offering any real help, they simply said they could show me how to wrap it myself. That felt dismissive and honestly quite poor from a store where many customers are clearly buying gifts. It’s not about the service itself — it’s about the attitude. A little effort or willingness to help would have made a big difference. Unfortunately, the experience came across as uninterested and unhelpful, and it’s left a negative impression.
1 reviews | Active since Apr 2020
Disappointed in Baby City Northgate Mall
I had a really disappointing experience at Baby City Northgate. I went in to purchase a gift and asked if they could assist with wrapping it. I understand that they don’t officially offer a gift-wrapping service, but what was frustrating was the way it was handled. I was told they were “too busy” to help — yet the cashier on duty (11/04/2026) was sitting lazily behind the counter with no visible urgency or willingness to assist. To make matters worse, instead of offering any real help, they simply said they could show me how to wrap it myself. That felt dismissive and honestly quite poor from a store where many customers are clearly buying gifts. It’s not about the service itself — it’s about the attitude. A little effort or willingness to help would have made a big difference. Unfortunately, the experience came across as uninterested and unhelpful, and it’s left a negative impression.
1 reviews | Active since Jun 2012
Baby City Loch Logan Mall, Bloemfontein
with my request for a refund for returning an item at baby city loch logan mall, the cashier (very polite as always) in the presence of her manager, Puleng, advised that they did not have cash on hand and i should come at lunch time for my refund. They were both advised that i did not have my original slip and i requested for it to be tracked via my rewards card. The manager had this pompous, yet cold and unfriendly look on her face and did not greet when i greeted her. She later telephonically calls me to tell me she wont assist without a receipt after i specifically mentioned that i did not have one previously. the issue here is not even the lack of the slip - her manner of engagement with customers is totally rude, with a tone of entitlement and dismissive 'boss' title. I made her aware of her tone, and instead became worse, which is when i decided to rather go back to work and abort my conversation with her, as i was not going to waste my time and subject myself to such disrespect. There is a difference between being assertive and being dictatorial and imperious. Puleng is a poor reflection of this store, especially since every other employee I always engage with provides pleasant customer service, every single time. hence i shop there repetitively. I will not be making purchases there going forward, with this new appalling service provided by an overbearing manager. She is a total discredit to this store
1 reviews | Active since Jun 2012
Baby City Loch Logan Mall, Bloemfontein
with my request for a refund for returning an item at baby city loch logan mall, the cashier (very polite as always) in the presence of her manager, Puleng, advised that they did not have cash on hand and i should come at lunch time for my refund. They were both advised that i did not have my original slip and i requested for it to be tracked via my rewards card. The manager had this pompous, yet cold and unfriendly look on her face and did not greet when i greeted her. She later telephonically calls me to tell me she wont assist without a receipt after i specifically mentioned that i did not have one previously. the issue here is not even the lack of the slip - her manner of engagement with customers is totally rude, with a tone of entitlement and dismissive 'boss' title. I made her aware of her tone, and instead became worse, which is when i decided to rather go back to work and abort my conversation with her, as i was not going to waste my time and subject myself to such disrespect. There is a difference between being assertive and being dictatorial and imperious. Puleng is a poor reflection of this store, especially since every other employee I always engage with provides pleasant customer service, every single time. hence i shop there repetitively. I will not be making purchases there going forward, with this new appalling service provided by an overbearing manager. She is a total discredit to this store