Snookums Double Sided Breast Pump Disappointment and poor service Menlyn Store Baby's R Us

On the 20th of March I visited Menlyn store to buy an electronic breast pump for my 6 months old babe. As soon as we walked in the store I was welcomed by a lady who asked, can I assist you. I told her what I was looking for she directed me to an electronic pump brand called Snookums. Told me it was R2400 and now it's R1800. I bought the pump. It was in the evening already. The following day I decided to test it with my excitement as a mom. Guess what I try it it's not working one side as it's double sided. It was weekend there after and I had obligation I think i eventually took it back on the 25th. Upon arrival at the store u was told about their hygine policy that they will contact the supplier and Cc on the email. Some suppliers will agree to refund or fixing the product. That is when my disappointment started as I made it clear that I do see the policy however do these products not get tested before being brought to end user. The supplier eventually responded and they didn't care about putting the client first. The consultant that helped even asked i respond to the client but they showed that they didn't even read the communication. I have really been disappointed and all I want is my refund as I want nothing to do with the brand. They said they escilate the matter to Toys R us customer service but I have had no concrete solution. They just quiet and you have to follow up with them. Please see my communication with them below,

Hi Louis

Hope you are well

Please note that we have a customer who bought a Snookums double electronic breast pump and the left pump is not pumping

The customer requires a refund

The item was bought on the 20th of March 2025

Please see the attached and kindly advise

The customer is cc’d on the mail

Kind regards

Nthabiseng

Kind regards,

Good Day,

I received call from Toys are Us, firstly one was the one where I am suppose to rate the service unfortunately there is nothing to rate as nothing was resolved. 2ndly I received another call giving me feedback about the product. I am not happy about the product, it came highly recommended in store by one of your representatives. Unfortunatley upon use at home one side does not work and it is not my fault. I spent R1800 for a breastpump thinking I am buying something that will make my breastfeeding journey easier as a working mom. Unfortunatley the product isn't good and I went through online reviews and I see alot of us experienced dissatisfaction. Yesterday I was told about hygiene clause or disclaimer hence I cannot get my refund back. I believe ToysRUS is a big reputable company and establishment which is not suppose to be selling something not that is not in a good state or no refund and replacement policy. I am not going to take the same product as it's not reliable or it being replaced it is something I cannot accept.

Please may I get better feedback before I escalate my compliant to Hello Peter and social media platforms. I don't understand why I was not CC'd on the feedback.

Kind Regards Linda Mthombeni

Hi Irean

Hope you are well

After our discussion on the phone I explained to Linda that we will replace the part that is not working like you said and Linda is not happy with the pump, and she wants refund

Kindly see the below and advise

Kind regards

Nthabiseng

Subject: FW: CUSTOMER RETURN

Hi Irean

Hope you are well

After our discussion on the phone I explained to Linda that we will replace the part that is not working like you said and Linda is not happy with the pump, and she wants refund

Kindly see the below and advise

Kind regards

Nthabiseng

Good afternoon, Linda

I am sorry to hear about your dissatisfaction with the Snookums Double Breast Pump.

I was told that the unit was tested by the Menlyn store, and it was established that the electric motor was faulty. These pumps are sold with a Limited ONE Year Warranty, that allows for any faulty parts to be replaced. Please take your unit to the store in order for Nthabiseng and her team to replace the faulty motor soonest.

Unfortunately returns, refunds and exchanges are not allowed, due to the hygienic nature of this products’ usage. All the Breast Pump companies and reputable retailers have this policy in place…..see below Babies R Us’ policy part

@TRU-BRU : Menlyn Please ensure the breast pump is tested again after the replacement of the faulty motor and provide Irene with an update.

Thank you.

Hi Louis,

I can see that it looks like you just jumped on the email and did not read or see where the product is. The product is in store already. I am not going to accept the Snookums brand as I have already been dissapointed I tested this brand twice on the 2nd day after purchasing the product.

I see you trying to use a no return policy against me, the policy applies if the product purchased is functioning. I cannot purchase the product first time testing it's not working and I am expected to be comfortable staying with it, with expectations that after the motor is fixed it will work. How many complaints will I raise at the store about this particular product while still expressing milk for my child as whe is 6months5. If the motor was not working which breast was it tested on to ensure that its the only fault that the breast pump has.

May you advice, is there no quality assurance department to insure the product is tested and function before it's sold to the consumer at the store as you know the no return policy.

I do not want the product and kindly refund me my money it's that simple and going forward I will not be purchasing any product from the store as you hide behind no return policies as if it's black market store.

Hi

We going to day 2 with no feedback from your customer service. I am not sure what to do now.

Kind Regards Linda Mthombeni Show quoted text

Good Day

Can you Please assist in this query from the customer we called the rap and she said we can only replace the broken or non-working pieces and still the customer wants refund.

Please see the communications

Kind Regards

Eric