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Don't Buy Tabeo
Posted by Tabeo Sucks on 01/07/2013
My daughter was overjoyed to receive a Tabeo Tablet for Christmas. I was not as thrilled as I noticed right away there was a problem with the batter holding a charge. It would be charging all day and then she would only get maybe 45 minutes of playing time before it had to be plugged back in to charge. I wanted to return or exchange it right away but my daughter was reluctant because she didn't mind that it had to be constantly plugged in to charge. Then less than two weeks after having it the charging mechanism inside the Tabeo came loose and was moving around inside the tablet. We can no longer even plug it in to charge it because that mechanism is broken. As if its not bad enough that Toys R Us is selling what it knows is a defective product they are handing it like a non issue. The store refused to do an exhange for us even though we had the receipt because it was past the 30 days allowed to do exchanges and because the gift giver had purchased a protection plan. I had to have the gift giver file a claim online to replace this defective product. We have to mail the defective Tabeo back and then wait a week to get a gift card in the mail so that we can go and purchase another defective product! (Please note that you will never ever get your cash back from Toys R Us even if the defective product is their fault!! They will only exchange for another bad product!! Is this customer service really ??) What about the poor people that didn't get the protection plan ? They are out $150.00 for something that Toys R Us knew was defective ? This is a HORRIBLE COMPANY! So now when we get the gift card in and go back to buy another defective product because we have no other choice we also have to buy another protection plan because the chances of this happening again are 100% because they have not fixed or even acknowledged this issue !! What a SCAM!!! I will never buy from Toys R Us or any of their affiliates and I will tell everyone I know not to buy from them!! Awful experience for myself, my daughter and the gift giver!
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Posted by Anonymous on 2013-01-07:
I'm not sure if you bought the tablet or if it was a gift from someone else, but did you read the reviews? The reviews are horrible, the most common complaint is poor battery life. It does have a 1 year limited warranty, maybe you'll have better luck with a replacement.
Posted by CrazyRedHead on 2013-01-08:
Since you are past your 15 days return time you should contact the man. Most electronic stores have a 15 day return policy on elctronics. You would have experienced this at Best Buy, Electronic Express, Circuit city, Walmart, Target, etc... as well.
Posted by Frustrated on 2013-01-23:
I purchased a tabeo in dec 2012 and I tried to read reviews but could only find like 2-3 and they weren't bad reviews. The tabeo worked for about 2 weeks, my daughter told me it wasn't working so I thought it wasn't charged so I plugged it in for 2hours and it had sign of being charged I tried a different outlet and when I tried to disconnect the charger from the tablet the port on the tabeo came out a ways. I called toys r us numerous times to exchange but the had none in stock and told me to call back. I called back once or twice a week and was told the warehouse was out of stock and they've had many complaints about the same issue. I asked my niece if hers worked and she said hers was broke and come to find out hers only worked for about 2 weeks to. I finally took both of the tabeo tablet back yesterday after having the product for 33 days. And I do not like that they have to put all the money on my debit card even though for one of them I paid cash. I'm hoping that I recieve the $363 refund back on my card in a reasonable time.
Posted by gramma on 2013-02-14:
Same complaints here! I bought one for my grandchildren as a Christmas gift and my sister-in-law also bought them one. We pre-ordered them and received them in mid October and they were given at Christmas. Within days my son knew there was something wrong as the tablets would not hold a charge. He installed the recommended update...nada. Within 5 weeks we had to send one back for repairs and before it was back the other one stopped working. My son was thoroughly disgusted by now and so I called ToysRus to see how to get a refund. Although the customer service rep was very sympathetic to our situation(of course he was, he knows its a crap product) we are out of luck as the 90 window for returns has expired. Call Tabeo direct he said. Ok...I can see where this is going to go. Thanks ToysRUs for not only selling what you know is crap but for not trying a little harder to insure customer satisfaction, when you KNOW there is a problem. This grandma won't be spending another dime with them.
Posted by williamsburg, VA on 2013-02-27:
Defective product out 179.00 bucks wont. They wont take return. Toys R US should be ashamed!!! Crooked in obtaining and doesn't care about public purchase. Will never buy another product from Toys R US
Posted by barb on 2013-03-06:
Posted by Rob on 2013-05-09:
Usually don't post about products but wanted to give Tabeo a fair representation. We bought 2 Tabeo's for our then 5 year old twins. Right out of the box they didn't hold a charge for very long. We updated the patch and it holds a charge for hours of playing time. So they have played them for 4 solid months now and the charging adapter pushed inside the Tabeo on one of them. Just called the service number on the back, they are going to replace it with a new one. My kids love their Tabeo's and any problems(charging and charging adapter) we have had have been fixed easily, quickly, and for free (they sent us prepaid UPS shipping label even).
Posted by Another Sucker on 2013-05-13:
We purchased the Tabeo two days before Christmas and right after New Years, all programs disappeared. Tried to reset with their assistance, nothing. Received a replacement in the mail, worked for less than a week, no charge. Waiting to hear back from customer service. Based on the above comments, I'm thinking we're out of luck.
Posted by Mother's Gift on 2013-05-26:
What a waste of money everyone who has purchased this item should be refunded I will not step foot in a toys R Us store again
Posted by Rina on 2013-07-10:
Does anyone have a number I can contact about possibly getting my refund for two Tabeos I purchased? Toys R Us basically told me its not their problem! I'm disgusted!
Posted by donna on 2013-07-12:
Bought grandson tabeo one month later , screen frozen. Can't even turn off to restart. Have extra warranty, I'm hoping I get gift card to purchase different item.
Posted by Denise on 2013-07-24:
We also purchased two of these and what a piece of crap. I just sent them a letter and I am also contacting my attorney generals office and the bbb
Posted by Colleen on 2013-08-07:
My son received Tabeo for Christmas and we are now on our 4th one!! I didn't take the extended warranty through Toys R Us so basically every time I call Tabeo support, they send us a new one BUT found out it's refurbished!! I asked if I can get a new one and the guy said they only send out new ones if they are in stock because they wouldn't want me to wait 2 months for a new one! Makes NO sense to me! I should have added extra money and bought the IPad....at least I know tht still would be working properly! I am so disgusted as well!!!
Posted by Jan on 2013-10-26:
I received my on line order today and two items were not working. When I called their customer service number, I was told I had 90 days to return it. Since their customer service people don't want to give money refunds, I specifically asked for cash refund. I didn't break them and the advertising for the item is very misleading. They don't tell you that you can't replace the batteries and the batteries in mine were already dead. When I said I would not shop with ToysRus again, the girl got really sarcastic about it. I have read so many complaints about ToysRus, I doubt that I will get my money back. It's a very irresponsible company
Posted by Very upset mom on 2013-12-03:
I brought my daughter this Tabeo tablet last year. I am now sending back the third replacement. This thing will not hold a charge, applications doesn't work and the volume doesn't work. The worst of it all is the tech support is horrible. They create a RMA and never send out a prepaid label to send the crap back. And when you call to ask why it wasn't sent they act as if it's your fault. They say it takes 24 hours and then they put it on customer service saying there backed up and is only first come first serve. This tablet and company is terrible. I recommend that no one ever uses Tabeo anything again.
Posted by Leanna a. on 2013-12-26:
I bought the tabeo2 for my daughter and its been working great!!! She's had it for 4 months and I let her play with it only sitting down on the table or on her bed and I only charge it she doesnt due to the fact she would probably miss up the charger port, but other than that it works great last about 5 1/2 hrs. Also you can contact droid there the creators of the tabeo's!!!
Posted by Jen on 2013-12-31:
I just bought my son the tabeo 2 for Xmas and the next day it froze I took it back to the toysrus in Southgate mi and they are the rudest store ever she told me I would have to return it and buy another one I said I got this one in sale for 119.00 they are 149.00 right now I am not going to pay more for your mistake she said its nothing we did I said toysrus is the only company that sells this it is toysrus fault it's your produce I said what happens if I return is and you don't have any more she said will that's the end of it then I said oh no it isn't I paid for this and the warranty I went to the toys rus in dearborn mi and they replaced and even replaced the screen protecter that I had on it they were great but I. General I try not to shop at toys r us
Posted by Jackie on 2014-01-03:
Wow Im having this same problem no battery charge learned lesson can you buy a replacement battery
Posted by stacie on 2014-01-28:
My daughter received a Tabeo for her birthday 11/2012. It was a gift from her grandmother. We are currently waiting on the FIFTH replacement Tabeo!! Tabeo company refuses to give us a refund. When the fifth replacement legs here I plan on taking it the Toy 'R Us to try to exchange it for a competly different product.
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Former Employee Requests
Posted by Plots on 05/26/2009
While shopping at ANY establishment please keep these few things in mind.

1)That person behind the register DID go to college. No, he/she is not an idiot because they are paid to smile and take your money. In fact, most cashiers you've ever encountered are uniquely talented and possess exceptional self-control and problem-solving skills.

2)Taking store credit doesn't really do the store any favors if the product was not purchased from them in the first place. The person who gave you that Wii Fit paid GameStop $200 dollars and you would like us to give you $200 dollars worth of store credit to OUR store? That's why we need receipts.

3)Whatever you do PLEASE do NOT make ANIMAL NOISES/GIBBERISH TO IMITATE THE CLERK when they ask you if you need batteries or anything else. I am emotionally scarred from keeping myself composed during the MULTIPLE times this happened.

4)The cashier MUST ask EVERY customer a certain set of questions EVERY SINGLE time. Their jobs are on the line. For them to independently decide who to ask or not is discrimination. What if you really DID want to save 10% that day if only you'd known you had the opportunity? Would you rather they just took one look at you and decided FOR YOU that you shouldn't get a chance for 10% off that day?

5)Believe it or not, working in retail is not easy, was never easy, and will never be easy. Survival in retail requires a lot of skill. That is why there is so much turnover. The majority of us do not just sit/stand around twiddling our thumbs. We run a BUSINESS. There is always something to do.

6)"IN THIS ECONOMY..." In this economy would you like to pay our mortgages? Those working IN the stores are ALSO customers themselves. We take off the name tag, go out into the world, and make purchases of our own. The companies are holding more sales to accommodate the public but managers can not give you additional discounts JUST BECAUSE. Those situations essentially take money out of my pocket and put it in yours. And IN THIS ECONOMY, why would I want to do such a thing?

7)If you need a personal shopper, please hire one. Need to know if we carry an item? Sure. Want to know if we currently have it in stock? Not a problem. Rattle off a laundry list of items and demand that they are gathered and brought up to customer service ready for purchase when you arrive so you "don't have to wait"? No.

8)We can NOT return an item just because you didn't like it or got tired of it. That would be a RENTAL. We don't rent our merchandise. You bought it, its your property whether you liked the experience or not.

9)If you bought something five months ago, DROPPED it, and that delicate little plastic clip broke off, do NOT accuse me of selling you "faulty" merchandise. You can't just come in and exchange old items that YOU broke for brand new ones because you expected them to last forever(that's why we offer extended warranties).

10)For the love of god stop tearing the boxes open. PLEASE. The boxes provide all the information you need. They have pictures, dimensions, descriptions, manufacturers, phone numbers, and more. If you're going to open the item anyway, use your keys to cut the seal, do NOT use brute force to rip the box down the side, spilling the contents all over floor and make it impossible to sell. And if you DO decide to buy it, take the one you tore open! You know it has the pieces, you know it's fine because YOU were the one who mangled the package. Don't leave the shredded container on the shelf and pick up an untouched one. It is infuriating. It is selfish. When you get home you probably throw the box out anyway!

Note: Not all customer service associates are good people. Not all customers are cruel. With any and all sales transactions/experiences associates and customers alike PLEASE give each other the benefit of the doubt and remain kind, calm, and polite.

No matter what side of the fence you're on humanity is clearly going down the tubes. There is virtually no such thing as honesty anymore.
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Posted by Anonymous on 2009-05-26:
A lot of these points hold true in any retail, fast food, or customer service job. I hate it when someone assumes I didn't go to college because I am helping them find merchandise or because I'm the one in the call center who answered their call. I got A's in high school and college. I'm not stupid because I chose this line of work. Goes to show that respect will go a long way from everybody; customers, employees, etc.
Posted by Ghost of former member on 2009-05-26:
Fantastic post! I agree 100%! I know for a fact that there are people out there who think that retail workers are uneducated morons. This simply is not true. Alot of them are working retail while they are attending school, graduated and are working until they find something else, or in this terrible economy simply cannot get anything else.

Customers who do this should remember this, especially these days.... you should not be purposely rude, arrogant, or downright mean to cashiers, stockclerks, or customer service desk personal in the stores, because in this economy with companies downsizing like they are, you never know when you may be in their shoes!
Posted by Ghost of former member on 2009-05-26:
Proudly voted VH!!!!
Posted by PepperElf on 2009-05-26:
OMG YES! This is excellent!

And yes, sometimes that person working the "peon" job is actually smarter than the customer... or perhaps even outranks them.

I remember ordering pizza when I was in the Navy in a training command. The man delivering the pizza was one of course instructors and outranked me by 3 pay-grades. (gave him a better tip actually)
Posted by Anonymous on 2009-05-26:
Ha ha. Too funny Pepper elf
Posted by Anonymous on 2009-05-26:
Agree with Ghost, this was an excellent read. Many points are valid. (VH)
Posted by Anonymous on 2009-05-26:
I totally agree with this! Good for you, and the fact it is intelligent, well written and very expressinve with just a hint of sarcasm proves your point beautifully. Well done!
Posted by Anonymous on 2009-05-27:
Okay, the word I intended was "expressive!" I hate it when I screw up spelling on this site!
Posted by madconsumer on 2009-05-27:
well wriiten, great review.

very helpful.
Posted by jktshff1 on 2009-05-27:
Good post with the exception of #1, unless it is a requirement of the store.
Posted by Anonymous on 2009-05-27:
Great post. This also goes for customer service agents by phone. Example: If you call a customer service center to book a hotel. Do you how stupid it sounds to say, "Which Ramada is closest to the convention center in San Francisco?" The person you're talking to might be in Chicago and has no idea. Do your own research before you call!
Posted by yoke on 2009-05-27:
Great post.
Posted by Anonymous on 2009-05-27:
Excellent post, Plots!!

Please tell me people don't really call ahead to order and expect someone to gather their items and have them waiting at the customer service desk??!

Posted by yoke on 2009-05-27:
justbcuz, people actually do that. Years ago I worked at a Kidsmart and I had one customer call and ask if they had a list of clothes in stock, it was slow so I checked for her. The list was about 10 items. When she was done she said to me I will be there later to purchase them and to leave them at the front counter. I informed her I had not pulled the items. She was furious with me and said that she was going to report it to my manager. I told her to go ahead and even gave the managers name. She never did come in or report me.
Posted by Anonymous on 2009-05-27:
yoke, that's unbelievable..I can't imagine even considering doing that. I mean I've called businesses before to ask if they have a certain product in stock, and if they offer to set it aside for me that's one thing but I'd feel like such an idiot asking to place my order ahead of time and have it ready for me upon my arrival.
Posted by yoke on 2009-05-27:
justbcuz, they are the same type of people that don't have a receipt and expect the item to be returned and then get upset when they are told they have to go by the rules.
Posted by MSCANTBEWRONG on 2009-05-27:
Excellent post. VH
Posted by Ytropious on 2009-05-27:
I agree wholeheartedly, and I LOVE reviews like this. Most of the people I work with at TRU have college degrees, they just can't find a job! It's hard for everyone these days and most of us are grateful for what we've got, even if it's just a low ranking retail job. We ask everyone the questions we're required to do to keep our job, you'd do the same thing to provide for your family, would you not?
Posted by TGT101 on 2009-05-27:
Excellent post! VH.
Posted by PepperElf on 2009-05-27:
But ... I just realized you forgot one!

That all "loyal customer cards" will be declined. too many people pull that one when they're trying to bend / break rules... and half of the time they're not even loyal customers.

(especially the ones who claim they've been loyal customers for 10 years... to a store that only existed for 5 years)
Posted by Amateras on 2009-06-08:
Posted by Better Judgement on 2009-06-16:
Great post. I jump on to cashier at Target if the lines are getting long and I am Sr. Manager. We have a policy of 1 + 1 in line or we call for back up cashiers. Our "Guests" have become so spoiled that if they have to wait with only 1 person in front of them they look disgusted and complain. People are becoming social morons!
Posted by barbie39 on 2009-08-08:
Posted by Schez on 2009-10-22:
Don't you love that, Better Judgement? I especially love the ones that go shopping on foodstamp day and then complain that they can't find a parking spot, they can't find an item they desperately need, they can't find any help, the lines are too long at the check-out... ad infinitum.

Obviously I don't work at a Target. One guess as to where I do work, though. ;)
Posted by Lifemates on 2010-10-24:
This was a great post with many true points.

I just voted it useful.
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Buyer Protection Plan A Fraud
Posted by 4beavers4 on 01/25/2012
CLINTON, MARYLAND -- We bought 2 Ipod touch 4th gens from Toys R Us, we immediately were offered the buyer protection plan and told and shown on the brochure items under 300 dollars are replaced. 3 weeks after Christmas one of the Ipods begin to experience problems, and now the truth comes out about the buyer protection plan. IT DOES NOT GET replaced, you get a shipping label and have to return it to the buyer protection people, when they receive it, they will take a week to process it, then they will send you a CHECK for the original purchase price ... but wait .. that price is minus an gift cards or money off you used and minus sales tax, state tax, fed tax or any other taxes you paid. So since we had used a 10 dollar gift card we don't get that back or the taxes ... so now the buyer protection people will take 3 to 5 weeks (I was told probably 5 or 6 weeks because they are so busy) and they will mail the chceck to you, now we would have been out the 10 dollars, out of the sales tax, have to drive to drop it off, have to take a check to the bank, and have to pay extra to replace the item, their advertising is totally misleading and it is not a replacement plan. Instead of that hassel we went to an apple store used the 1 year warranty they give you free, and walked out with a new ipod since it was a software failure and hardware defect. THAT IS THE OTHER PART THEY WONT TELL YOU AT Toys R Us they give you 1 use of the plan EVEN if it is a manufacturer defect once you use the plan it is over and you have to purchase a new plan, EVEN for a manufacturers defect that has nothing to do with you. As for the defective item, they fix it and resell it and that is straight out of the mouths of of the buyer protection people. You loose all the way around with a 25.00 Buyer Protection Plan.
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Posted by HonestForSure on 2012-01-25:
If you are not given the price of the unit, that is fraud. The 5-6 weeks is bogus. These gift cards can be processed in 7-10 days max. Toys R Us, sadly, contracts this out to "NEW Customer Service Companies," and neither answers the calls or maintains the claims database.

Yes, they are in it for the profit, as the program obviously does not include an outstanding customer experience.

Your best bet is to put outside pressure on NEW by contacting your state's division Consumer Affairs, the BBB, and maybe a local Action New Consumer Reporter. Pressure always works.
Posted by FoDaddy19 on 2012-01-26:
If you read the terms and conditions posted on their website you'll see this bit of info

"We will replace the Product with a product with similar features or reimburse You for the original purchase price of the Product, at Our discretion, when required due to a Breakdown, including those experienced during normal wear and tear, which is not covered under any other warranty or service contract...."

It goes on to mention the following

"Your Product requires replacement, You will be instructed to ship Your Product to Our authorized service center, per Our instructions. N.E.W. will pay for the cost of shipping Your Product to the Our authorized service center for replacement. You will then be reimbursed the original price of Your Product in the form of a Toys R Us gift card."

There is no fraud here, and they were following their own policy.
Posted by HonestForSure on 2012-02-13:
@fodaddy19 - "which is not covered under any other warranty." Uh, other than accidental damage, the Ipod has a 1 year warranty. The plan then is for 3 additional months. Damage claims are also nitpicked as the service administrator would MUCH rather have the customer send the unit to the mfr and fight with them for the first 12 months. A 15 month plan at a minimum is DECEPTIVE, fraud at worst. What does 15 months mean?? That is only an actuarial calculation by the provider, nothing to do with customer experience. Toys R Us should be ashamed of being talked into these programs; I'm sure many of the execs DON'T know the specifics. These programs are EXACTLY why shopping experiences for consumer electronics are horrendous.
Posted by curtandy on 2012-03-12:
Exactly what FoDaddy19 said.

My Son dropped his iPod Touch on the pavement 2 months after buying itand the glass shattered. THANK GOD we purchased the replacement plan. If it were the Apple warranty IT WOULD NOT HAVE BEEN COVERED. They sent us a Toys R Us gift card for the purchase price MINUS taxes and rebates/gift cards. We then used the card to purcahse a brand NEW iPod. And yes, I bought another warranty for it. I would say our experience was actually not bad at all. It did takes about 10 wekkes but I chalk that up for punishment for my son for not being responsible with his stuff in the first place. It's been over a year now and he has taken very good care of it now.

You really expected to get a replacement? If so I guarantee it would have been a refurb and not new. And as for the full purchase price? I don't know any warranty that would give you that. Taxes are taxes after all and if they gave you a gift card for purcahsing, then why would you expect to get something you didn't have in the first place?
Posted by Crap warranty! on 2013-01-09:
The warranty from Toys r Us is a sham! They label it a 12 minth warranty but its only a few months because they expect you to fight with the manufacturer instead of honoring their warranty . Look up Toys r Us and their ratings are horrible. 1 star out of 5 in every way
Posted by Sean on 2013-05-30:
I had no problem the 1st time u did it. I got a gift card for full amount of the item including tax and gift cards I used
Posted by hgt on 2013-09-18:
the worst plans to ever buy don't even shop there go to the mama and papa stores much better service and stuff they got me one to many times
Posted by Mia on 2014-01-07:
DO NOT buy babiesRUs replacement plan! It's a waste of time and money. I bought a stroller and after 4 months, the wheels started making a grinding noise. I filed a claim and it was denied twice because it wasn't covered. What???? It said normal wear and tear. Really?? Do I have to wait until my wheels falls off??? What a scam!
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To The Customers... Listen Here
Posted by HezzD on 11/19/2008
I've been an associate of TRU for 3 years, for the most part I enjoyed my job, and I get a good laugh from reading the "complaints" people have about the company here.

The return policy bothering you? Gasp, you bought something and lost your receipt, and now you decide you want to return it? Nope, rules are rules. Not only does the back of your now lost receipt have the full return policy details on it, but so does the front, the customer service desk, and every register. There is NO way you can be unaware you need a receipt. Even if you somehow miss the signs and don't read your receipt, it's basically common sense. No receipt no return means no receipt no return. If we made an exception for you, we'd have no policy.

Which leads to customers who think they deserve special treatment. We see hundreds of people come through register/desk/line of sight on our shift daily, and you are in no way any more special then the other X amount of people we've helped that day. If the cashier doesn't want to chat it up with you or laugh at some lame joke you make, deal with it, don't get offended or complain, that cashier has probably been standing there 7 hours and just wants to go home to her family.

And those surveys that print at the top of your receipt? Yeah, don't be an ass and give everything a 1 just because you were mad that we sold out of something and you came in 5 minutes before closing. The company actually cares about those, and you bring a biased jerk doesn't help. I've seen many a good cashier get a "talking to" from management because one of the customers they rang out filled out a negative survey, even if it had nothing to do with them.

Other then being pissed about not having something or a so called "rude" associate (one of those associates mentioned above who doesn't laugh at lame jokes or feel like making small talk) the other complaints are about having to stand in line. You have to stand in line nearly everywhere, I'm sorry if there's 2 people ahead of you, learn some patience.

I'm also tired of people saying that we're "going out of business" or "their company is going down the tubes"....nope, quite the contrary actually. Before our new CEO TRU was having some problems, but we've been growing in the past 5 years and we're opening NEW stores, not closing any. Don't cite facts about a company you know nothing about internally.

Never assume an associate has the power to change anything or is in some way holding information from you. If they say they're sold out of an item and don't know when it will be in, its the truth. Rarely do we know the exact date a SPECIFIC item will be in. Sometimes we know when trucks come, but if your item will actually be on it is another question, and when it will be filled on the floor is another. Don't try and ferret "secret" information out of the employee, if they knew they'd tell you.

So to wrap it up, don't try to return something without a receipt, don't get pissed at an overworked or shy cashier, don't assume the employees are all knowing and in some way keeping you in the dark, DO give all 10's on the surveys and THANK the associate that helps you, it may be our job but we deserve thanks for putting up with more crap then you know. Thanks ^_^
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Posted by Anonymous on 2008-11-20:
Hezz, you make some valid points, however using the term "Stupid Customers" not once, but twice, in the heading of your post puts you in the same boat as all those irate, crazies you have to deal with every day.

BTW, policies are put in place as guidelines, not rules that can never be broken. Good CSR's understand that.
Posted by HezzD on 2008-11-20:
Managers are the only ones to make those exceptions, not the associates, I didn't mention that. Even then its up to the managers choice to accept the expired coupon or the like. In my personal experience I've gotten yelled at by very angry customers for simply being sold out of something, or not having a video game they day it was released. I have no control over that and hence my frustration.
Posted by Anonymous on 2008-11-20:
OP.....you left justcuz out to hang by changing the title of the review.

I feel the same as you about customers and that's why I took the advice of alot of people here in alot of threads, I just quit. Maybe you should too.
Posted by Anonymous on 2008-11-20:
I'm assuming that you don't present such a condescending attitude to your customers while on duty. If i'm wrong, I don't blame your customers for giving you straight 1's across the board.

Customers like that are present in every customer service position, no matter the industry. If the heat is too much for you, stay out of the kitchen.

Quite frankly, customers don't give a crap if an associate is standing there for 7 hours. To them, the associate represents the company. IF they don't bother to chuckle at a "lame" joke, they probably have a miserable facial expression, and are probably snippy when customers ask questions or seek clarification of something. That deserves a negative review. It's up to your management to ensure that employees take their breaks, so they don't feel as worn out. The fault is not on the customers for simply reporting their experiences, as biased as you think they may be.

I've worked fast food, i've worked for a call center, i've worked front desk positions, and now i'm a CSR for a cell phone company. I share similar experiences. However, the turnout of your day at the end of each shift almost entirely relies on your attitude.
Posted by Principissa on 2008-11-20:
Well from a managers standpoint I can see why they wouldn't make exceptions. You give it to someone and one of two things are going to happen. 1. Everyone else in line is going to demand that the exception be made for them as well. 2. The customer will continually expect this exception to be made for them all the time and will throw that 1 time courtesy in the manager's face.

There are a lot of rude people in the world. But I promise that not all of us are like them. :)
Posted by Anonymous on 2008-11-20:
I agree Prin that there *are* a lot of rude people in the world, but lately it seems that most of them work for TRU. It's one thing to be so hard-assed about rules, but it's a whole nuther thing to take such great joy in making their customers unhappy.
Posted by Principissa on 2008-11-20:
Tell me about it Ken. I'm glad you understood that last line. But reading all these 'employee' reviews from TRU makes me glad I don't shop there. I can get the same toys at other stores and not have to put up with the condescending attitudes from these people.
Posted by Anonymous on 2008-11-20:
Hezz, thanks for taking "Stupid Customers" out, looks much better!

I've been both the CSR and the manager so I understand how frustrating and plain rude customers are. If people could see themselves on video I bet most would be completely ashamed of themselves. People aren't going to change though, so you either need to learn how to handle it, or find a different job.
Posted by madconsumer on 2008-11-20:
great review, well said.

very helpful.
Posted by Anonymous on 2008-11-20:
Yes, the customer is indeed the enemy.
Posted by Anonymous on 2008-11-20:
I didn't read that the customer is the enemy in this review Crabs...what are you referring to?
Posted by DebtorBasher on 2008-11-20:
Posted by Anonymous on 2008-11-20:
JC -- All I'm saying is the philosophy that 'the customer is always right' is a policy of proven failure. That if you adopt that policy of putting the customer first you're dooming your enterprise to most certain demise. Case in point: Some lamo from Arkansas (actually born in Oklahoma) named Sam Walton adopted that philosophy. He lived and breathed that philosophy and where did it get him? Huh? The evil customer screwed him over ever chance they got and his dream failed miserably wouldn't you say?
Posted by Anonymous on 2008-11-20:
..."If people could see themselves on video I bet most would be completely ashamed of themselves"...

I've seen myself on vid, and was far from ashamed.
Posted by LauraW on 2008-11-20:
HezzD, your attitude toward customers is one reason I shop online whenever possible. To many store employees, customers are an annoyance. I realize there are many rude and demanding people in the world today, and their numbers seem to be growing, but when I am respectful and reasonable to store employees, I expect the same in return. As for the TRU surveys, I often fill them out. I WILL tell the truth. If I ask for a gift receipt and don't get one(happened to me several times), I'm not going to give a good rating on that area. If there is only one person at checkout on a busy Sat. morning, I'm not going to lie about that. If it takes 5+ minutes to pay because the cashier can't figure how to input the correct numbers from my check after several tries and being told that I don't have an account with a bank I've been with for 40+ years,I'm not going to be happy,even if I don't berate her. If no associate is in sight throughout the store, I'm going to put that. If I get exceptional service(hasn't happened yet!), I'll say so. I resent the attitude which comes through loud and clear in this letter, that the customers are a nuisance.
Posted by jenjenn on 2008-11-20:
Glad I don't shop at TRU anymore! Thanks for reinforcing why I don't! ;)
Posted by HezzD on 2008-11-20:
I never said customers are an outright annoyance, STUPID customers are an annoyance. The normal, polite customers are just fine. I like to thank and be thanked, and I do treat the customers with the same amount of respect they present me. This review wasn't targeting anyone but those people out there who seem to think employees are out to get them or have a bad attitude wherever you go. I feel I speak for plenty of workers out there, not just TRU workers, although that's just my experience with this company. Laura, giving a fair score is fine too, its those who give 1s without mercy that cause a problem. Prin, I bet if you look at Target and Walmart you'll find similar employee reviews, retail is retail. And Ken, I don't take pleasure in making anyone unhappy, which is why I come here and vent. As I said in my first paragraph, I loved my job at TRU, probably one of the best jobs I've had, rude customers and all.
Posted by Anonymous on 2008-11-20:
HezzD -- There is no such thing as an annoying or stupid customer. The customer, all customers, make it possible for you to have a job that you claim to love. Business is about business and you cannot make it personal. So long as the customer is buying who freakin cares about their attitude or their manners. The fact a customer CAN ruffle your feathers speaks volumes to your own disposition and attitude. Holy smokes lighten up a little.
Posted by HezzD on 2008-11-20:
Justcuz, I understand the thrashing, I don't mind it, it's what comes with the post. Crabman, my whole post was more in response to the customers who post here complaining, not so much those who I dealt with in person. It takes a lot to ruffle my feathers in person. I mentioned earlier being yelled at by customers face to face for not having something, my expression never changed and I could only apologize for the inconvenience and let it go. The internet is a wonderful thing for venting though :D
Posted by Anonymous on 2008-11-20:
I gotta side with Hezz on this on.

A customer is ONLY right IF they are PROFITABLE.
A prime example of one not being profitable is some regular on this site from Oklahoma that roams around Sam's Club hitting up the taste test tables and hot dog carts for lunch and dinner!

Posted by Riverhawk on 2008-11-22:
Here's a good book you all of you to read and then see if you don't have a change in attitude.
Two Sides to Every Coin" The Customer isn't always right: By Naomi Black
Your learn about the CIAR Club that most customers think they are members of therefore they can be demanding, arrogant,condescending,rude, and expect the store to kiss their a$$ and give them whatever they expect. Furthermore, those who think the customer service rep is the one thats rude etc...hold on you come in the store looking for them not the other way around and if their attuitude is bad it's a reactions to yours, you set the atmosphere.
BTW way the CIAR Club is "Customer is Always Right" well not in toadys busines world. So Grow UP!
Posted by HezzD on 2008-11-22:
Well said Riverhawk!
Posted by sweetpotato99 on 2008-11-28:
HezzD you make valid arguments; but in this tight economy stores are going to have to make customers want to shop at their stores. As long as competitors are out there working to please the customer through more liberal return policies, helpful and courteous employees then stores that refuse to do business in this manner will continue to close stores.
Posted by Anonymous on 2008-12-16:
Wow, I guess I wasnt the only TRU/BRU employee thinking the samething. I've been with BRU for about 3 yrs now and granted... it might not be the best job in the world but non the less its a job. Im at "Guest Service" so that make me an easy target for all the ignorant and rude people you spoke about. Yea this return policy sucks but its just that ...POLICY. This policy is in place because yes we are a family store but let me tell on any givin day before the new return policy took place I could have returned about 4 to 6 monitors brestpumps or any other easy grab ( stollen ) merchandice to one person worth over $200 to $400 for the "store credit" that everyone wants. I dont think customers understand how much money is lost because of that old "we take everything but your kitchen sink back " policy. Its not a rule the cashiers came up with durning there lunch break. Infact we as asscoiates have absolutly nothing to do with any store policy so just a word to all the future shoppers of TRU/BRU, dont get upset at us if you cant return things at our stores. Customers have more pull on any major company then the people that work there, so, if you want a change or your upset complain to headquarters not us.

ok that was more like 5 cents not 3 but who cares
Posted by Riverhawk on 2009-01-05:
Purple, the new policy about breast pumps not being returnable became a health issue. In our state it viloated stae health policy.
Grow up peole keep your receipt it's your PROOF OF PURCHSE and you'llhave no troubles. Simple as that ...well unless you don't read the return policy that state no returns after 90 days, and you try to return an item even with a receipt..
Posted by Plots on 2009-04-29:
Principissa and KenPopcorn I'm shaking my head right now because i'm wondering if you've ever worked in customer service. TRU/BRU employees aren't all sarcastic, condescending employees. These traits are typical of ANYONE having to deal with customers. Please don't attack all TRU/BRU employees as a whole I've met very nice ones.

And Crabman? Don't take it personally? Have you ever witnessed a ten minute long tirade against a cashier wherein the customer is insulting everything from their intelligence to their looks and everything in between simply for enforcing a COMPANY policy? I'd like to see you not take something like that personally.

Posted by RED_Dazes on 2009-07-06:
Working in the customer service industry for as long as I have, I must say. Some customers really do suck. I'm sure Hazz is very polite and friendly to everyone, but once the name badge comes off and you get home, sometimes you just have to vent.

Hazz for you! http://www.customerssuck.com Is an online community for all us in the customer service industry who just need to let off a little steam. It has been my saving grace for not blowing my top. LOL.
Posted by Riverhawk on 2010-01-30:
I'd say 70% of the customer that come through our front doors at BRU dumb down to a rock. They have no manners, don't watch their kids making extreme messes s they are so busy shoping, Tear open pkg's and boxes never giving thought that now it's unsellable. What if I came into your house and started opening all yoour food stuffs ,Refridge, dresser and threw it all over everywhere as you custoer's do in our store , or jam in back in the pkg's I could do that to in your home and I'll bet it make you extremely mad , but it's OK if you do in our store=hypocrites.You make messes and ditch things all over a the store, break displays, throw fits if we're out of something as I guess no other stores in reatil ever run out of something.Jeeze! you steal, But the meeses and not putting things back where you got it makes me wonder if your parents ever taught you ...clean up your messes and put things back where you found them. Yet, in a store that's a lesson most of you forget or were never taught. You leave poop diaper in the parking lot and it's good thing I don't know where you live or I'd collect it and drive by and throw it on your yard- how would like that ?.. Why do think I want to have to pick up your childs poopy diaper-- this behavior is disgusting and you ought to have the crap slapped out of you for doing it as there are trash cans at the front of the store or bag take it home and throw it away. Jeeze! Are you a pig.
Here's the intelligence of the typical customer.
**** you have call on line one. Hello this *** how may I help you. Customer, yes I'm wondering if you have the BOB jogging strooler in stock ?. Me, No mam we don't stock BOB jogging stroller, Customer , well... I'm looking at it online right now and it says in stock. ME, Mam go to the right hand side of the page where it say add to cart. Customer, I see that. Me, Now look a few lines above that what does it say ?. Customer, ONLINE PURCHASE ONLY Me, That's right mam it's an online item only. Customer, Does that mean I can't buy it the store ?. Me, Yes Mam that's what it means !. Typical customer stupidity. Just like a receipt is proof that you purcshased an item at our store and your responsibility to keep it , not the stores. Furthermore, don't call the store and complain to us if you bought a worthless BBP as soon as you buy it your now dealing with the underwriter who has a F rating with the BBB-not our fult you didn't read it first. Furthermore, don't lie when you make a complaint about something as most of you embellish your complaints , in fact 99% of you do that.
Here's an epiphany for you whinner's THE CUSTOMER ISN"T ALWAYS RIGHT!!!!!!!!!!!
Posted by ndrulez on 2010-01-30:
These are reasons 1-25 that I can't work in retail! It does seem like the majority of responses on this site though, regarding lost receipts are the same. "Store policy is store policy and you know that up front and it is pretty much the same with all the National chains".
Posted by clutzycook on 2010-01-30:
Hezz, the thing is that the majority of people who fill out those surveys are people who were cheesed off about something in the store and feel the need to make their opinion known (and don't know about M3C, LOL). THAT's why a lot of them give only 1's. It's the same thing in the healthcare industry. When a patient goes home, they send out surveys to them to find out how their stay was. I'd say 75% of the time, it's filled out by people who felt that their stay was bad; the people with good opinions just throw it away or send a personal thank you note saying how wonderful we were (which doesn't get thrown into the statistics, unfortunately).
Posted by ndrulez on 2010-01-30:
who ever puts a 2,3 or 4 on a survey that goes from 1 to 5? It should just be good or bad. I also am never mad in a TOY store!
Posted by TRU4got on 2012-07-08:
TRU may want to adjust their policies to the modern age of Target, Wal-mart, JCpenney, Best Buy, no receipt, no problem, no hassle. Sorry to say that TRU forgot that their customers are children, not the almighty dollar. What kind of company has rules about exchanges. Wake up TRU those days are over. FORGOT. TRU IS ONLY ABOUT THE ALMIGHTY DOLLAR. I will never purchase another product from them agsin.
Posted by Protag0217 on 2013-08-12:
I have been working at TRU for about four years next month and I have to say that in my experience most customers are rude and jerks. Most of them just want what they want and don't care if you're busy helping someone else or at the register counting money, they will just interrupt you. They let their kids run wild in the store riding bikes all over (not caring if they hurt anyone,just wanting their kid to have some "fun" instead of taking them to a park or something) making messes, opening packages...I mean c'mon really? You're going to open an item just so you can see what it looks like and aren't sure if you really want it or not? Would you want to buy something that was open already? NO you would want something new. I've actually had experiences with customers who have opened an item, liked what they saw then go and grab the same exact unopened item next to it. I mean wtf? Also most of you don't understand, when you make messes in the store whoever is on the closing crew that night gets stuck there and ha to not only clean it up but make it look perfect or we can't go home. Is that fair? Sure we are getting paid but when you're there at 1 am in the morning and stated your shift at 3:30 pm you are wiped (even with a break) and just want to go home and relax.

I hate when someone wants a price adjustment from another store, like why don't you go to that store then? Also I do not like the rudeness about how "TRU is so bad, Kmart's not like this. I'm in and out in like five minutes"...REALLY? Then GO TO KMART!

Another thing that really irks me is when people don't sign up for the rewards card, which is FREE. I mean it takes less then 2 minutes to sign up for one and you're helping the cashier out not to mention yourself. I mean people really don't understand that we HAVE to make a certain number of signups per day/week or we get written up and if it's continuous we can get fired. I've heard the excuses "Oh, I don't shop here often" "I'm only buying something for a baby shower" wah wah wah wah. You're here today aren't you? This especially pisses me off after I've gone out of my way to help someone,adjusted a price because ONE item was on a shelf with the wrong tag (while the tag has a totally different description mind you , but like i think Raven said, people dumb down when they go into a TRU/BRU) but oh no, if an item is cheaper at the register then what the tag says then it's fine (by that mentality we should just readjust the price and make it higher if that's what the tag says).

And One final thing, if you come into a TRU/BRU and don't know what you are looking for don't badger the sales associate about what to buy for your niece/nephew, grand/god kid w/e. WE DON"T KNOW WHAT THEY LIKE! YOU ARE AROUND THEM YOU KNOW THEIR PARENTS, YOU SHOULD HAVE SOME IDEA! This is esp true around Christmas time whenever I'm in the rzone (arguably the busiest place in TRU during the holidays for gift shopping). I get held up for like 20 minutes helping some idiot pick out a gift for their grand kid or whoever while I'll have a long line of people who actually know what they want (and it doesn't matter how many associates we have in rzone that day..the customers always outnumber us).

And please I hope none of you morons make a comment on here about "oh if you don't like it, then quit". While that's fine and dandy it's not easy. The economy sucks, fewer jobs are available we have to take what we can get. I don't mind helping out the nice customers, that honestly makes my day. But when you're gonna come in there, be rude, make a mess,open packages, want me to hold your hand and tell you what to buy and take up my valuable time when i could actually be helping someone that needs help, and also complaining about the lines being so long and not even having the courtesy, that's right I said courtesy to sign up for a rewards card (and fill out a survey) then you can go to hell. Also never cut the regular line to go into the rzone jut because it looks shorter and you don't wanna wait....YOU ARE NOT SPECIAL!!!! YOU DON"T LIKE IT GO SOMEWHERE ELSE!.
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Needlessly difficult return policy; lost customer
Posted by 3mom on 10/18/2005
BURNSVILLE, MINNESOTA -- I bought my daughter a jogging suit at Toys R Us. We took it home, tried it on, and washed it according to the instructions. Several seams tore through in the washing process, so I took the jogging suit and receipt back to the store the next day.

The first cashier asked if I still had the tags, and called a different cashier over when she learned I didn't. She explained to him that I had a defective item, but no tags. He told me I could have a replacement only, no refund, because I didn't have the tags. When I said that I had the receipt and expected a refund, the second cashier told the first one to go ahead and give it to me. She made him use his login information to issue it, because she was afraid she'd get in trouble for violating the policy.

This policy makes sense for the return of items like electronics, software, and other high priced items. But applied to defective clothing, with receipt in hand, it is a nuisance AT BEST. I will be doing all of my holiday shopping anywhere else; I'll pay shipping from online vendors before I set foot in a store that has such a silly policy and where the employees are afraid to do the right thing.
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Posted by KateM on 2005-10-18:
People who demand cash refunds especially for a supposedly defective item are usually guilty of something. Why did you need your money back? Why wasnt replacing the item enough? I doubt Toys R Us will miss you . Your probably a thief.
Posted by KenPC on 2005-10-18:
That was uncalled for Kate. If I bought something that failed on the first washing, I wouldn't want another one, I'd be looking for my money back too.
Posted by Anonymous on 2005-10-18:
It would be nice if people would respect each other around here. I wouldn't want a replacement of a shoddy piece of merchandise either. Ya gotta remember, people who run the registers aren't always the sharpest tools in the shed.
Posted by Anonymous on 2005-10-18:
I agree Ken, I'd get my money back and most people that want cash refunds are honest people. This is for pwparrot; Ninety eight percent of the people on this sight DO respect each other. To use your terminology, the dull tools on here are the ones misbehaving. I'm sure you can relate?
Posted by AZJEM on 2005-10-18:
It was nice of the one employee to take the responsibility to do the refund. Perhaps the first cashier was newer and afraid to make a mistake. I don't know why you would discontinue to shop at all Toys R Us when you did get what you had wanted. People aren't perfect. Don't hold the entire company responsible for one cashier.
Posted by Anonymous on 2005-10-18:
Not sure why you're directing your misguided comments to me, please try to find somebody else to fight with. I don't know you, but am pretty sure I DON'T want to know you.
Posted by Anonymous on 2005-10-18:
You got what you wanted & you're still complaining? Give me a break. I'm sure that Toy's R Us will not miss you at all.
Posted by CrazyRedHead on 2005-10-18:
The Toys R Us here doesn't have a lay away program. (the one in Maryland did) It is the reason I don't do my Christmas shopping there. But that doesn't mean that I don't take my kids there as a treat when they do good.
Posted by KateM on 2005-10-21:
I would understand if she didnt want the same item but there are two tons of stuff in Tors R Us you cant tell me she couldnt find something else. I worked in retail for years and the retailers usually assumes that if a store credit or even exchange isnt good enough then something is up, and it usually is.
Posted by wmsales_assoc on 2005-10-22:
"I will be doing all of my holiday shopping anywhere else."

I hear people say things like that all the time, and my reply is always the same. A company that's worth hundreds of millions and in some cases, billions of dollars doesn't care if they lose you as a customer. Individually, you make a very small contribution to their profits. For every customer that says "I'll never shop here again" there's thousands of others that will.
Finally, 9 out of 10 people that say things like that wind up coming back in a week. So don't give me that garbage.
Posted by borgman1 on 2006-08-05:
I don't really understand yur complaint. Did the refund policy change between the time you purchased the item and when you returned it? You could have known what to exspect when you bought if anything happened. Sorry...?
plus you got what you want so...
Posted by Riverhawk on 2008-03-18:
Here's the refund policy , in your case you can get a full refund without getting anybody in trouble , or exchange for the same item or another item of the same price, as long as it' hasn't been over 90 days as stated on the back of your reciept- most of you should try reading the refund policy on the back of TRU & BRU reciepts as most retail stores don't that for you. What a bunch of whinny butts. Unfriendly -you mean all these retail stores are going to put people as cashiers that are short on brains --all that money entrusted to dummies- I surely doubt that.
Posted by duranie on 2008-09-29:
Come on people, are you kidding me? If you get an item that's defective, or of poor quality, do you really want ANOTHER one to replace it? How much sense does that make? KateM has got it all wrong on their opinion, especially calling someone who doesn't want a defective item a thief. I doubt you'd want to waste your money either, would you?

Posted by Riverhawk on 2009-02-19:
duranie-- I'd love to see you demand a new car if the one you just bought a month ago kept having problems , or get your money back, they'd laugh you out the door.
But, a retail store I suppose is suppose to bow down to all/any customer request no questions asked. I don't think so.
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Employee Stole Our Gift Card!
Posted by MarkTempleCity on 02/14/2010
WEST COVINA, CALIFORNIA -- My Wife returned 2 items that we received as gifts for our twins that we didn't need totaling almost $400.00. Our need for diapers and formula was much greater then for luxury items. One Week later she went to a different store to purchase diapers and formula, only to find out that the balance on the gift card was $0. After contacting the original store (West Covina Baby's R Us) and speaking with Chris the manager, we were informed that this was an ongoing problem in his store. We then contacted customer service and discovered that the card was used at a different store, near by the West Covina store. Chris the manager all but said that one of his employees had written down the number of our credit and took it to the other store, where another employee let them make purchases.

It has been 2 months now, and Toys R Us is still conducting their "internal investigation". I suggest that if you return anything to Toys R Us, you spend the return money immediately.
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Posted by Anonymous on 2010-02-14:
Did you call the police?

Posted by Anonymous on 2010-02-14:
I agree...I certainly hope you contacted the police, especially since you feel there was an admission of guilt.
Posted by BEJ on 2010-02-14:
Have they indicated that they will replace the card? I agree with the others and report it.
Posted by i_am_canadian on 2010-02-14:
I'm not usually a person to point fingers at the employees, but internal gift card fraud seems to be becoming a more and more widespread issue at these retailers. I hope they perform a thorough investigation and that you do receive your money back.
If you have the receipt from that particular transaction, loss prevention should be able to pinpoint the exact cashier, register number, date and time that it occured. They would then pull the security tapes, which in this situation should show the cashier switching the gift cards.
On a sidenote, I never knew that Toys R Us sold diapers and infant formula, that's interesting to find out.
Posted by Anonymous on 2010-02-14:
Forget their "internal investigation," and as others have suggested, call the cops. But do NOT call 911! Lookup the non-emergency number.

I'll bet if you let them know the police were called, they'd wrap up that "investigation" of theirs in a hurry. I'll bet (again) that they won't file charges against the employees if they determine they are indeed guilty of stealing - but you should. Any employee who steals your money should have a criminal record for it, so other stores will know their character and not hire them.
Posted by clutzycook on 2010-02-14:
Yes, canadian, they do, although they're more expensive than someplace like Walmart or Target. I would only buy the stuff there if I had a gift card like the OP was supposed to have. That totally sucks.
Posted by Ytropious on 2010-02-14:
I can tell you that this was likely A) A new employee and B) is going to get fired for this. TRU doesn't hire criminals, and no self respecting long time employee would do this. People have been fired for less at TRU, so you can be sure the employee(s) involved will be getting fired.
Posted by Abbie13 on 2010-02-15:
Wow I'm surprised that TRU did not reimburse you right away. We had a cashier doing something similar to this at my store except when the customer used a gift card she would scan it then say there was no money left when actually there was or switch it with a giftcard that had no omey on it.. After it was discover what she was doing the higher ups contunied to watch her. If a customer came in and said that thier was no money on a giftcard and that thier was supposed to be we researched it right away and once we found out that she was thier cashier we got them a new giftcard rightaway.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Worst online experience
Posted by Phoebe_osman on 09/05/2012
ONLINE, NEW JERSEY -- I mailed the below letter to Toys R Us today.

Toys“R”Us, Inc.
One Geoffrey Way
Wayne, NJ 07470

To Whom It May Concern:

I placed on an order on your website on Tuesday, August 4th. After I placed the order I called to make sure that it would ship yesterday. The items are for my daughter’s birthday this coming Sunday, September 9th. The associate on the phone assured me that the items would ship out yesterday or today. He provided me with the warehouse zip code. UPS Ground is a guaranteed 2 business days in transit from your warehouse to my home.

This morning when I had not received tracking I called your service line back. This time I was told that my order would arrive between the 9th and the 14th. They stated that there was no way to determine when it would arrive.

What this means is that my order might not ship today. There was no way to cancel the order (even though it has not shipped yet) and refund my money. I am now unable to simply go to the store and purchase her presents in person. No one was able to assist me and I truly was tired of hearing the word unfortunately which the associate used at least 15 times.

So now my daughter’s birthday is approaching and I might have to tell her that she will not receive any presents from her mother. I shop online all the time and this is the 1st time I have run into such a wall when dealing with customer service. It seems that Toys R Us does not know the meaning of going above and beyond for the customer.

If my daughter does not receive her presents on time for her birthday this weekend I will be sure to follow this letter with pictures of her tear stained face as well as post the pictures on your Facebook page with a nice thank you from us. I have been a loyal customer for the past 20yrs. Every Christmas and Birthday I buy presents for my 5 children from Toys R Us. Well no more. The little guy might not count for much for the big corporation but you have just lost this little guy!


Upset Mother
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Posted by Anonymous on 2012-09-05:
Do you mean Tuesday September 4?

Did you pay for expedited service/2 day shipping?
Toys R Us doesn't guarantee delivery by a certain date. Why did you wait until the last minute to place the order? You knew you were cutting it close. I'm sorry but I don't see this as any fault of Toys R Us. Most businesses require 1-2 days processing time. You should of ordered sooner.
Posted by CowboyFan on 2012-09-06:
If the child has tear stained face, its because the OP did not order in time. Ordering on Tuesday, is not sufficient time to get something by Sunday, unless one is willing to pay a lot extra for shipping, etc. I would not ever assume that an order is going to be shipped on the date of order, but expect their process will take a day or two before shipping occurs. Then with overnight service, the Op might have got it on Friday or Saturday, but that's cutting it close.
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Babies "R" Us Return Policy
Posted by Idotdi on 01/24/2010
COLUMBUS, OHIO -- My wife and I just had our second child three months ago. During this pregnancy, we decided to start purchasing diapers early to help manage the cost. My wife bought a box of Pampers Swaddlers size 2 ($41.99) about four months ago at Babies"R"Us. Our daughter has already outgrown those. I recently tried to exchange the unopened box without a receipt for Pampers Cruisers size 3 to Baby"R"Us at Polaris (Columbus, OH) and they refused. Not only did they refuse, but they were also very rude when I questioned them. I know I'm at fault for not having a receipt and it's been past 90 days, but all I was asking was to exchange them for a different size. They were the same brand and same cost. Someone please explain to me why I can go to any other retailer in Columbus and not have this issue.

However, Baby"R"Us feels they can forget about customer service and treat their customers with zero respect and not make an easy exchange. I've spent an unbelievable amount of money with their company, but I now refuse to spend anymore money at Baby"R"Us!
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Posted by clutzycook on 2010-01-24:
Rules are rules. You can find those diapers anywhere and without a receipt how were they to know that they came from there. I wouldn't buy my diapers there anyway--way too overpriced.
Posted by PepperElf on 2010-01-24:
do you really think you are the only customer who wants to be the exception to the rule?

everyone wants to be the special person and say that their reasons are important enough to bend policy.

I would suggest perhaps... why not donate them to a charity or church and take it as a tax write off?
Posted by Anonymous on 2010-01-24:
Rules are in place for a reason. Why should they not apply to you?
Posted by Anonymous on 2010-01-24:
Rules are rules and customer service is customer service. Guess which one Toys R' Us cares about the most. I will give you a hint... it is not the customer! There is no reason to bash the person posting the complaint.

Donate the diapers to a church, battered womens shelter or wherever someone less fortunate would be able to use them. Let some good come out of your bad experience.
Posted by yoke on 2010-01-24:
If you can go to any other retailer in Columbus and not have a problem returning them then go to a retailer that does not expect you to have a receipt for the exchange.
My question is how would Babies R Us even know you bought them 4 months ago if you did not have a receipt?
Posted by PepperElf on 2010-01-24:
not really bashing
just pointing out that everyone wants to be the exception
and everyone feels their case is special enough to grant it

Posted by spiderman2 on 2010-01-24:
I agree with Pepper 100%. I never understood why people stockpiled diapers before the baby was born. You never know what size your baby is going to be and how fast they are going to grow. Sometimes when you gamble you win and sometimes you don't. Starting a cash diaper fund and draw from it as needed would be much better than buying diapers in a size you may or may not need.
Posted by Anonymous on 2010-01-24:
I hate to pile on here, but I agree with the others. I guess it is Ok to ask to be an exception to a rule, however, once told no, accept it with grace and move on.
Posted by Anonymous on 2010-01-24:
Pepper I understand. I guess when I was in retail things were very different and we accommodated the customer. And really, it wasn't that long ago. Times have definitely changed and a few bad apples ruined it for everyone. It is a shame, really.
Posted by Ytropious on 2010-01-24:
"I recently tried to exchange the unopened box without a receipt" That's all I needed to hear. It's been 4 months, meaning it's past the 90 day return policy BRU has in place. So even if you did have the receipt they probably wouldn't have taken it back either. Rude does not equal telling you no.
Posted by Skye on 2010-01-24:
Unfortunately, thats the way it is. You passed the 90 day mark, for being able to return the diapers.

Why not just donate them to a womans shelter, or look on Craigslist, there are always people on there looking for diapers. You can either sell them at a discount or again, just donate them to someone who is having financial issues.
Posted by Venice09 on 2010-01-24:
Yoke, it seems like the OP solved the problem with that statement. Why not just take the diapers back to one of those other retailers instead of expecting Babies R Us to make an exception? Seems simple.
Posted by let me see? on 2010-01-24:
Take everyone's reply above and learn a lesson. I am not saying you did this, but maybe you got them at a yard sale unopened for $1.00. And why is it that store employees are always "rude" when they will not do what you want them to do. You and 1000's like you, think the rules are for others, not you.
Posted by PepperElf on 2010-01-24:
let me see? - good point.

i hate it when people say the employees are "rude" when all the employee did was tell them "no"

Posted by idotdi on 2010-01-25:
Any store can scan the bar code and determine if something was bought at their store. In this case...when I returned the diapers, I asked the employee if I was correct in saying that I purchased the diapers from this store. She said that I did...again with a very RUDE attitude. I've owned a very successful franchise for 10 years now and costumer service is my number one priority. If I want my costumers to continue coming to my store, then I always put them first. That means that I must make exceptions to my own rules to make costumers happy. All I was asking was for Babies"R"Us to make an even exchange. No cash back or store credit. Please help me understand why this couldn't have been accomplished.
Posted by Ytropious on 2010-01-25:
"I've owned a very successful franchise for 10 years now and costumer service is my number one priority." That doesn't make you correct, in fact it shows you know nothing about retail. NO store can scan an item and the computer tells them "yep it was bought here". Unless the item is a TRU (or any store) exclusive, the UPC is the SAME at every store. So your saying that if someone brought in an overdue receipt (which yours was at 4 months) you would say that's ok and take it back? How about at 8 months? 24 months? No company has a policy in place to just wave it aside at the drop of a hat. Again, just because they scanned does not mean that shows YOU purchased them THERE. It just means they sell the item there. I think you completely misinterpreted what the cashier told you.
Posted by Skye on 2010-01-25:

You know why you couldn't get the exchange accomplished. You tried to return them after 90 days, and rules are rules. Why should you be the exception?

For someone who owns a franchise, you should understand about rules. Rules are made and they must be followed. Donate the diapers to a womans shelter, do something nice for someone less fortunate.

By the way, its spelled, "CUSTOMERS".
Posted by PepperElf on 2010-01-25:
Yt is right

the barcode is the same for the product no matter what store you buy it from - be it TRU, BRU, Walmart, Wegmans.

they don't make TRU-only brands of diapers.

and how you run your store is your business.
just as how they run their store is their business

or are you now also saying that you allowed customers to come in and tell you how you were going to run your store?
Posted by Skye on 2010-01-25:

What is Wegmans?
Posted by PepperElf on 2010-01-25:
local grocery store chain in PA, NY, north VA , NJ, and MD.

if you're in the south, they're comparable to Harris Teeter quality, but with better prices.

(just look up wegmans online) :)
Posted by Anonymous on 2010-01-25:
Wegman's?? I thought we were talking about the dude who takes pictures of Weimaraners. :)
Posted by PepperElf on 2010-01-25:
who's that?

and yes wegmans - it r0x0rz your s0x0rz
Posted by Ytropious on 2010-01-25:
Actually Pep there are Babies R Us brand diapers now. Still, the fact that the OP did not mention having store brand diapers kinda leads me to believe she had a different kind.
Posted by PepperElf on 2010-01-25:
but even with the store-brand the UPC isn't going to be unique to that one store.

all the UPC will tell him is the brand name and the price tag.

Posted by Ytropious on 2010-01-25:
True that. I think the OP thinks technology exists that really doesn't. I wish there was some magic way to tell exactly where and when an item was purchased ;)
Posted by PepperElf on 2010-01-26:
well the technology *does* exist somewhat. to make it work the way the OP expects it to, each item would require its own unique barcode. which isn't going to happen to a bag of diapers. and those bar codes aren't UPCs

like when i took my car in for an inspection. they scanned the *unique* barcode (not upc!) on the inside of my door and saw my car was already in their system. cool eh?
Posted by Ytropious on 2010-01-26:
I was being facetious, because such a thing does exist. It's called a receipt. :P

Also yeah, the scanning of my car at the oil change place is great.
Posted by Anonymous on 2010-01-26:
My daughter used to ask my why I would say NO when all her friends moms would say YES...My answer was simple: I am NOT all her friends mother. THEN I would ground her for taking issue with my decision.

What other stores do is not the point. They said NO. YOU admit you were out of the return policy and had no receipt. AND yet, here we are. A complaint because...OTHER stores will let you do as you please.
Posted by mymabel on 2010-02-01:
I have a qualm with Babies R Us as well. I know it is a return policy, and I know I am not an exception. I would like to discuss my displeasure in the policy, and I think they should reconsider it.
I received at my shower a Sleepy Safari playard. I thought it would be great for the spring. I had my baby in September,and now I see that he will be too heavy for the bassinet part by Spring! Anyway, I went to return it WITH the receipt, but of course it was after 90 days. They would only give me the sale price on a gift card which was alot less than the price on the receipt. What I don't get, is whether or not they refund me 100 or 200 on a card, I HAVE to use it at their store. So they do not lose any money with me, since they will get it right back ( which they did that same day). And then they also have an extra sleepy safari to sell. So aren't they better off? I am a little confused. Do they see this , or are they tricking me somehow??
Posted by mymabel on 2010-02-01:
PepperElf: Was that like a "Touche" or like a sarcasm. Weimereiner guy is Wegman. He dresses them up like people and stuff. It's funny. Like Ann Geddes but with large goofy dogs.
Posted by mymabel on 2010-02-01:
Just for kicks, I am going to write a calm letter and send a copy of EVERY receipt I have from my shower. They will come to around $2,000. Also my Grandma and Aunt live 5 minutes from BuyBuyBaby. They drive 45 minutes to come to BRU cause they know we like it. My Grandma is 84. Buy BuyBaby has the same policy, but it will be fun to send it anyway. Hey, I'll get a kick out of it.
Posted by Jennifer S. on 2010-07-15:
I think the Babies R Us return policy is RIDICULOUS! They may have their own rules and "rules are rules" or whatever but in this competitive market most retailers choose to honor customer service over rules. Babies R Us is a company CENTERED around gift giving. When you receive an item as a gift there's often no receipt with it! And without a receipt BRU wont return a single thing. You register for thousands of dollars worth of things from their company and then you try to return a couple of $10 onsies because you got too many and they wont even give you a store credit. It's just ridiculous!
Posted by FlShopper on 2010-07-15:
Not bending the rules for you doesn't equate to disrespect. It just means they're not bending the rules for you. If you know you can easily exchange them elsewhere, then you should do so. Or you can donate them, or list them on freecycle.
Posted by NewJulia4Roxy on 2011-02-06:
I think 90% of everyone is missing the point. Or, I would like to make this point based on the post:
Babies R Us's return policy sucks. Hasn't anyone ever heard of Nordstrom? It IS possible to have good customer service, especially when your merchandise is overpriced. And I have worked retail jobs for stores that accept merchandise back without a receipt, even if it's been a long time. Bed Bath and Beyond and Bath&Body Works are two examples of stores with a NO Hassle return policy.
Posted by Wake on 2012-07-31:
Based on recent exchanges I made with diapers - based on the barcode...they often can tell whether you bought diapers (of any brand) from their "chain of stores" as most have certain size boxes that are only sold at their store. For instance, Walmart sells size 1 in 40 and 108, but you can buy 66 in a pack at BRU. This isn't necessarily true for smaller packages In any case -- it it's an even exchange, I don't see the problem as long as they still sell the merchandise you are exchanging. They do not lose any money for the exchange but gain a happy customer. How is this a problem?

As for why you would stock up early --- there are a number of reasons --- people give you gifts, you are trying to buy diapers on sale, or you (or your spouse) are just are not disciplined enough to have a "cash" envelope saving for diapers without taking from it for other things.
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Rewards Program Is A Mess!
Posted by Pebbles31302 on 06/17/2009
To make a very long story short there was an error on their website preventing my free diapers certificate to be sent in the mail to me. When you are a rewards customer and you purchase 9 boxes of diapers your supposed to get one free. I was told 4-6 weeks it will come in the mail. It is now the end of June, this started in March. I've been hung up on by a supervisor of a supervisor, told I could not be helped numerous times. No one will give me information to contact corporate or the actual people that handle the rewards accounts because apparently they do not have a phone. I have not been rude to anyone and have only voiced my concerns. I have had to tell my story to 8 customer service and 4 supervisors and still nothing is done.

I WILL NEVER SHOP THERE AGAIN. Babies R Us does not care about their customers. The only reason I shopped there was because of the incentives with the rewards plan. Believe me they are not the cheapest place to shop otherwise.

If we cannot get our rewards we earn why shop there? I feel as though I was robbed.
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Posted by RestaurantGuy on 2009-06-17:
Buy it from somewhere else. The money you save by buying it cheaper will far out weigh the one free item you receive. Nothing is free you paid for that free item in the higher price per pack on the other ones.
Posted by MSCANTBEWRONG on 2009-06-17:
Here's a number directly into their Accounts payable dept. Maybe you can call this number and ask for the head of the Rewards program or whomever you want to speak to.

Posted by Ytropious on 2009-06-18:
Wow, that's really odd. I don't do the diaper rewards, but I get the 5 dollar certificates for every 150 spent in the mail just fine. Are there any limits to the diaper rewards, like are you sure you purchased exactly what needs to be purchased diaper wise? Are you sure your home address is correct? I can't imagine why there'd be an issue mailing your rewards to you.
Posted by faevondee on 2009-06-20:
I actually work for TRU/BRU, and just so you know, there was an error with the rewards cards sent to the stores... Turns out a large percentage of them don't even work. (The numbers on them were never activated properly, not the fault of the stores, but corporate office's mistake) It's possible your card is one of the many that doesn't work. If you call the 1-800-toysrus number, they may be able to compensate you, or at least get you a working card.
Posted by Ytropious on 2009-06-21:
That's true faevondee, stores were told to throw out all existing cards. I don't think this customer got one though because there was a very small window where there was a problem, and the OP had already bought 9 boxes of diapers, meaning she'd probably been a member since the beginning, when this card issue wasn't happening. Also she was able to log into her rewards r us profile online just fine, meaning her account number was working.
Posted by pebbles31302 on 2009-06-22:
The error on my account was where the diapers would highlight in blue. My purchase history showed at this point I purchased 10 boxes but the actual diaper icons highlighted only showed 8. I was told this prevented the certificate from being sent. The first three people I spoke with over a three week period all handled the call incorrectly and did not send my info where it needed to go to be fixed. The error was finally corrected for my first 9 boxes I purchased but it is happening all over again and I still have not received my first certificate. I understand system errors happen. What I can't understand is how not one person has contacted me in response to my many phone calls and my email to corporate. When I worked in customer service, if a call escalated to a supervisor that supervisor made sure it was taken care of. Not to mention the fact I spoke to a supervisors supervisor who is the one that hung up on me and never called back. You really can't tell the difference between a new hire and a manager on the phone there. They really just don't care.
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Your Workers Have Complaints Too
Posted by Tl1111 on 10/25/2008
Every day, I'm seeing more and more complaints about this company. For the return policy, its hard to know who was wrong or right, it depends on what happened. But this one is about working at the company, and why I'm actually happy for a lot of you that don't want to shop at our stores anymore.

The first complaint I have about them.... Is what my job is. I work as maintenance, but I made the mistake of working for Babies R Us being a guy. Not only do I have my own work to get done, but our women workers like to take advantage of "call the maintenance guy to help". My job isn't just to do my list of work that can easily fill my 4 hour shift (4 hours is what they like to schedule people), but I also have to make up for someone else's inability to lift something. I'm not saying only guys can lift, I work with a couple girls who can do my job better than me. But they get scheduled as a cashier, which means I make up for someone who cant get any of their work done.

And you can tell a complaint about the 4 hour shifts was coming... The company likes to schedule us for 4 hours, and this isn't a morning shift or anything, we come in at 6 and work till closing and we'll do this 4-5 days a week. Now, when you're making 7.50/hr, thats $30 / day. Now, if it costs you $10 in gas to get to work and home every day, theres an idea of how much we're actually making.

And to go with our minimum wage $100 / week pay. Why do you think paying us every 2 weeks is going to encourage anyone to actually do any work? Every 2 weeks I get a $200 check. I pay bills with it, the next day, I'm lucky to have enough money to buy gas to get to work. For the horrible money that you pay, we need to be paid weekly.

Every day I listen to you "ad" about looking for workers...

You say you have a flexible schedule, but EVERYONE knows that you don't get a retail job if you need them to be flexible. Almost every one of us has our job because we could be there when the store opened, or be there until the store closes.

Exceptional benefits: We get a 10% discount that none of us can afford to use (see the 2 paragraphs about our pay). We're uninsured, or only covered for 911 calls. No actual schedule on raises (or reviews for the chance of a raise). We do get personal / sick / vacation time, but it adds up so slowly that after 1 year, we still don't have enough time to actually enjoy any vacation time. I'd love to see you people in corporate go to work every day with both a toothache and another injury and just have to deal with the pain because you give us NO medical coverage. Its sad, if I QUIT, I can be covered by the state, and also get some foodstamps and actually get to eat dinner every night.

And my last complaint.... I have no idea how to do the job I was hired for, and I get scheduled for it a lot. How many times do I have to call other people for help until your managers realize I NEED TRAINING. I know its more hours you have to let the store schedule, but common sense would tell you that sales wouldn't drop the nights that I'm in that department if I actually knew what I was doing.

AND.... getting a drink of water or going to the bathroom is NOT "stealing company time"


So for the shoppers. This is why the service is so bad a lot of times. To be honest, most of us just don't care about the job, especially the male workers. A landscape company that hires people to work painfully hard for less than minimum wage treats their workers better. The male workers have an unwritten line in their job description that says we have to make up for the slack of them scheduling someone that cant lift 20lbs in a department with 80lb boxes that have to go up a ladder to the top shelf. We're underpayed for anyone out of high school, we're lucky if we can eat, we have no insurance, we're lucky to be able to afford to take a bus to work, and you threaten our jobs for getting a drink of water during our 4 hours of lifting heavy things...

And for the shoppers, I'm going to apologize for all the workers for the torture you have to go through when you try to buy something (asking if you want the credit card, the protection plan, and now the other card). These geniuses give us a quota on credits. Like, I'll go in and be expected to not just have 5 people apply for credit, but all 5 of them have to have good enough credit to be accepted. Yes, YOUR credit score is the difference between me being a good worker and a bad worker to them.

The customers are constantly complaining about the store, give us a reason to make them want to go back there to shop. Because right now, we're all looking for new jobs, and we're avoiding customers, because we really cant afford to take the time to help anyone, because we have to go carry a crib out, help the girl in baby gear put 15 boxes onto the top shelf, the carry out an entire furniture set (some help getting that stuff off the shelves in the back room would be really nice, the boxes don't say "team lift" just to have some kind of decoration on them, and then we have to somehow get our work done. But I forgot our female workers in maintenance can get the work done with no problem.... but you'll call me out of my department because once again, you didn't schedule the girl that can lift for that department, because she's the one that called me to customer service to do that carry out.

You need to stop all these complaints. Because when the shoppers aren't happy, they don't shop there, then you give me less hours, and I'm not happy, and I cause more shoppers to be unhappy. Take some responsibility management... I know its a job, but try actually giving us something to let us care about our job, because right now to most of us, its not a job, its a waste of time, and if I had to pay rent..... I'd be homeless, because of you...
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Posted by yoke on 2008-10-25:
Have you looked for a new job?
Posted by tl1111 on 2008-10-25:
been looking for a new job every day
Posted by amarys05 on 2008-10-25:
I work at a store that has many heavy items, and I ask for help to pick them up. Does this make me a bad worker??
Posted by yoke on 2008-10-25:
Good Luck, you sound like a hardworking person who deserves better. My husband works at a company that states in the job description that you must be able to lift 50 lbs. He has one girl that does not want to ruin her nails (our inside joke) and will tell him to lift the heavier items. He used to do it, but now refuses. She complained to their boss. My husband reminded the boss it is in their job description. From that day on he has not had to do it. He wasn't trying to be unreasonable, but while he was moving her stuff she would stand around and chit chat.
Posted by jktshff1 on 2008-10-25:
Unless a second person is required:
If you are able to pick them up yourself, then the other workers should be able to as well regardless of race, creed, or sex..tell 'em to do it themselves.
Posted by Ponie on 2008-10-25:
Can someone get food stamps if they don't pay rent?
Posted by DebtorBasher on 2008-10-25:
Thanks for the info...I've always said alot of companies make it more convenient for people to live on Welfare than to work for them and from the sound of your complaint, I'd say you're working for one of those companies...You mentioned being of high school age, hang in there and do the best you can...good workers are hard to find and someone will see that in you and you'll get the break you deserve...good luck to you.
Posted by tl1111 on 2008-10-25:
im actually out of highschool and done with college, jobs kind of suck around here. But after getting paid yesterday and realizing i was completely broke today (not even money for gas to get to work the next 2 weeks), i had to go on a rant about how horrible this job is. I actually had to move back home because they surprised me with going from working a 40 hour week to working a 12 hour week. You can't live in the real world with companies like this, and because you have the job (which quitting looks horrible when youre trying to find a new job) you cant get any government aid. I'd love to see the company go bankrupt so that these managers have to live like they make us live.
Posted by notgonnatellyou on 2008-11-11:
Posted by Riverhawk on 2008-11-17:
I work at BRU to an agree with some of what you say, but not all.If I were as mesrible as you I'd go cook hamburgers at McDonalds. But, I make well over ten dollars a hr, but feel I'm worth more. For retail you'd have to look long and hard to beat our health insurance, and cost to us.
Yes! paying us every two week had nothing to with motivation upper mgt saw it as a way to save money, just as turning off the music over the intercom sys,and quit giving out baby shower invitations,or no more company profit sharing, and now the economy is in the tank we can't even take vac or earned time off when we want,and now can't even buy supplies we need to preform our jobs. Then there's the twerps in NJ who think generic bed mobiles should be in toys dept rather that furnitue and bedding. or bedrails over in strollers ,car seats and potty chairs, or bassinets over in strollers and acr seats rather than bedding and funiture, gosh some of the things these tweps come up with in NJ where they think things should be merchandised are surely morons.
I've ben at BRU for over 10 yrs and I'd say 70 % of the hire are deadbeats that really don't want to work they rather goof off and whine like you.
Posted by cheekycc on 2010-03-13:
You are my hero. I do however go out of my way to be polite to all customers and try to make sure they leave happy. It is difficult however to do this when you are penalized for leaving a tiny cubicle you are expected to stand in for 8 hours straight. When a customer walks up to me and asks a question, as i'm stuck in this cubicle and I gladly help them, walk them over to the registry desk, print out needed items or show them where an item is (all while there are no customers in line) I feel the constant stare from management because I left my register. Not only that after making an unhappy guest, happy.. I am given a lecture about leaving my "post" , so yes we do care a LOT about our customers, speaking for myself mostly I enjoy being able to help people. However when we have to stand there and cant answer a question (due to major lack of training) or have to call someone to help you in a different dept please keep this in mind.
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