Baby Aboard

Disapointed and horrible customer service! Suan and the baby aboard team, it seems like you put your customers needs second and your’s first. I prefer not to write reviews, but I think this is the only way to get through to you in why we were being charged an additional $ 75 without any notice? When your running a business, it’s important to inform the customer what you are charging and the break down, but not for them to find out when they get back from their vacation on their visa bill of an «hidden charge?» Please explain.
When we were renting the baby tent and took it to Sandy Beach, one of the poles snapped due the strong winds. When we called Susan to inform her, she got upset at us stating, «you should of never brought the tent in those conditions!». First of all, we were never intennding to damage the tent along with our baby inside. Could you of been more empathetic and coming up with an solution instead of giving us attitude over the phone? So we agreed over the phone to have an replacement tent sent to us and a charge of $ 65.00 (which we agreed to and we see on our visa bill). I would of suggested that we could of went to Walmart on your behalf and bought the same tent for less, but with the tension in your voice when you were speaking to us, we decided to comply.
Lack of communcation. This is something that needs to be addressed and fixed in order to have returning customers and future clients. I sent you an email with our original order with the time of pick up (12pm to 3pm) and wanted an later pick up. I called and emailed you the day before and only received an email response the next day 41 min before coming to pick up the equipment from 11am to 12pm. If we chose an window from 12pm to 3pm, I’m pretty sure that we could of managed to have this already for you. But to come ahead of schedule and not give us an option is not proffesional at all dont you agree?
We are waiting for your response from the email that we sent you this afternoon for the hidden charge of $ 75.00 that you applied on Oct 24^th. As we read your terms and conditions/​service charges, we are confused on how you came up with this number and would like an proper explanation and break down on how you came up with this.
I hope that you are able to rectify this situation in order for us to reconsider you guys again.
Cheers

Do NOT rent from here. Absolute WORST customer service ever. I spoke to Susan over the phone regarding my order, and she told me she thought it was going to be $ 35 for the delivery charge. I actually asked her if I could do the order over the phone since my order was to a rental car office (and didn’t seem to fit into the categories offered on the website form), but she declined and asked me to do it online. Fine. So I did that. I put in the order and selected the zone based on the address of the rental car zone. Makes sense, right?
We are waiting at the rental car office and no equipment. She had promised that the equipment would be waiting for us at the rental car desk. My husband asks, and no, they haven’t arrived. So I call her (she NEVER called me to let me know she was going to be late), immediately her first response is to yell at me saying I chose the wrong delivery option. I’m appalled, and I say to her, okay, I did it based on the zone, and she continued to berate me and kept telling me that it was my fault. She said I should’ve picked the airport delivery option, not the one based on the zone. Either way, fine, I chose the wrong charge for the delivery option, although it should have NO affect on how long it takes her to deliver the equipment, she NEVER apologized for being late. I actually apologized to her for choosing the wrong option, and she still didn’t apologize to me for anything. She actually went as far as to accuse me of «doing it on purpose», which made me really upset. I mean, really, over 10 dollars, you really think I’m trying to bamboozle you when I’m on a vacation in Hawaii? At that point, I’m very upset and say to her that it doesn’t explain why she’s late. She says, «I can cancel the order and refund you your money then». I’m seriously at the airport, with my son, while my husband is waiting at the rental car for this awful woman. I tell her, «obviously, I’m in a bind here. I need your equipment. I can’t just find something now in this moment.» I calm down because I am in a bind, and I don’t need the situation to get any worse. She says, «I’ll be there in 15», and hangs up, with no apology still.
About 20 minutes later, to her credit, she called to apologize for the way she handled the situation. Honestly, I was fuming at that point, and I was totally bitchy towards her. I was so upset and I told her that I was livid at how she had treated me. She kind of apologized, and then said that she never had had that problem before with anyone else, and she didn’t see how I could’ve made that mistake with choosing the wrong delivery option unless it had been done on purpose. Again, another accusation. Whatever, she backtracked and said that she was again, sorry for her behavior and the way she handled everything. She also said that the reason she was late because it should take us an hour from our flight arriving to get to the rental car place. I thought that was a terrible excuse because the plan that SHE came up with was for us to pick up the equipment from the rental car desk anyway. She was supposed to check it there for us, and we’d pick it up. That’s terrible planning on her part.
Well, the equipment (toddler car seat & stroller). We didn’t have any problems with those. I got an email from her about a week later saying that I had damaged the tires, which to be honest, I truly doubt. My husband and my mother checked the equipment before, and it was in the same condition as we had received it. We used it only on the sidewalks of Oahu back and forth, and truly we don’t remember doing any damage to it. Unfortunately, we forgot to take pictures of the equipment before we returned it, which considering how unscrupulous she has been, we should’ve done. But whatever, I’m happy to pay for the «damages» and move on. I will never use her again. Beware!!!
This was the worst customer service I have ever experienced. It was the absolute worst way to start off on our vacation in Hawaii. There are other companies that might charge more, but are worth it to avoid having an experience like we did. It seems like we are not the only ones that have had these type of customer service nightmares with her.

What a great experience we’ve had with Baby Aboard! Contrary to other reviews, Susan has been 100% responsive, professional and kind. We rented several items, all of which were high quality and in great condition. Because the baby gates we ordered didn’t fit the space in our vacation rental, the owner, Susan, actually recommended and delivered a gate that would work once she saw the wide opening to the staircase. What a lifesaver! I can’t recommend Baby Aboard enough for folks who are looking to feel comfortable and safe with their little one on Oahu.

We also had a difference of opinion about the quality customer service for Haleiwa’s Baby Aboard. We had communicated by e-​mail with Susan. We went with this company because they told us they could get us the baby equipment (3 items — packable crib, exasaucer, and booster seat) in the afternoon to coordinate with our arrival. Our contract provided a 2pm drop off time at the rental; which would have been great since we arrived slightly before that time to the rental house. Then… waiting…waiting…waiting. Unfortunately we received an e-​mail at 4:59pm from Susan telling us they would not be dropping off the equipment until 6pm. Their excuse was they could not get a hold of the rental owner. After 6:30pm, they finally showed up. They also charged us for a full day even though they did not follow the contracted time. Too bad our infant was asleep in her car seat when they arrived with the time difference of our first day here. I brought the delivery time up with their employee, and they said there would be no adjustments in cost since they changed the drop-​off time to 6pm because they could not get a hold of the rental owner. She also mentioned that the owner has been hard to get a hold of in the past. Again… no communication with us earlier about this, and no indication about how they attempted to communicate with the owner. We were able to get prompt replies (less than 24hrs) with the owner just fine via e-​mail. Maybe a one star rating is harsh, but I value customer service as the most important differentiating feature of a business like this. On the positive side, the equipment was clean.
I would have retuned the equipment the next day if we had not already prepaid for the length of our stay based on their inability to look at situation from the customer’s perspective (i.e. why am I being charged a for a full day for 3 items which were delivered 4.5 hrs after the contracted time and after my infant was asleep in a car seat instead of the rented equipment). I suggest looking at an alternative: Paradise Baby Co. Baby Equipment Rentals Hawaii, Oahu (808) 561‑1061. They have many 5 star reviews.

The entire rental process was perfect and seamless. We got to our timeshare and the toys and wagon were waiting for us at the bell desk. The quality of toys and cleanliness was excellent. I chose this company in particular because they had the largest variety of toys/​equipment compared to the other ones I researched. Everything came very well organized and was age appropriate. The price was extremely reasonable and well worth it when you consider how much it costs to check extra bags with an airline. If we even brought half of the things that we ended up renting it would have cost us more to lug it ourselves. It was also very convenient with having it ready to go when we got to the hotel and then being able to leave it with the bell desk as we were departing. Bottom line is that traveling with small children is stressful and this company really helps make your trip easier. Susan was very professional and really quick to respond to any questions I had since everything was being done over the phone or through email before our trip. I will definitely use this company again when we travel and highly recommend it to everyone. Overall perfect experience and great customer service.

Baby Aboard is an excellent rental provider. They provide great communication, high quality and very clean products, and a great variety of toys.
The ordering process was simple, and they were also able to deliver formula and diapers so we didn’t have to run to the store the first few days of our Waikiki beach vacation.
I would definitely use them again.