We received a trike as birthday gift for my son. He already owned one! My wife brought the bike back to the store and was told that there was a “policy” in place that said she could not return anything without a way to validate it was purchased there (a receipt or the credit card it was bought with). Other than the few fortunate times you get a gift receipt, how would anybody have either of the things they are asking for?
The thought of going to my son's great grandfather and asking for this would be insulting to him and, simply, rude. I would never do that. Well, the store manager decided to keep placing all of his blame on the store policy. He told her that this happens “every day” and he has to “turn away unhappy customers all the time, but that is the “policy.” Wow- some policy! He suggested we call the corporate customer service phone number and lodge a complaint, so I did.
The woman on the phone states that the “policy” is correct as it was told to us, but there is also a “no quibble policy.” She then puts me on hold to speak with somebody, comes back on the phone and says that original policy of “no returns” trumps the “no quibble” policy. Interesting. She was kind enough to agree that the situation was asinine, but her hands were tied.
She suggested I ask my son's great grandfather for the receipt. I asked if she would be so rude in her family and I was told she would not do that either. She then agreed to escalate my concern and complaint to the corporate office, but it would be 3-5 days before I heard back from somebody there. I sat stunned to think that a company would allow a customer to brew in anger for 3-5 days. But that is their “policy.”
I was at a point where I just wanted some justice. I then e-mailed the CEO of Toys R US, Gerald Storch, my story. I figured somebody at the top should know how crazy the policies are and they don't always work out so well. I figured, as a business owner myself; this is something I would want to know.
I sent off my note only to get an e-mail back from the Coordinator of Executive Guest Services (some title!) stating “On behalf of Toys “R” Us, please accept my sincerest apologies for the difficulties you encountered when attempting to return your unwanted item. While it is never our intent to inconvenience you with our policies, I am sorry that we are unable to make an exception at this time.” Seriously, am I dreaming? For $35 this company is going to alienate a customer? Do they realize they are treating me like a criminal?
I decided that I was done wasting my time trying to make them a better company and that the best thing I could do was post something on Facebook letting my 300+ “friends” that there are better places to buy toys. What I did not realize was that posting was also going to pop up on their corporate Facebook page. I am not sure if it was that Facebook posting or my earlier email, but within 30 minutes of my Facebook posting I received a phone call from their district manager with a totally different attitude.
This man apologized. He told me I was right and they were wrong. He said the right things. He ended up overriding the previous poor decisions that were made by his company and asked for us to come back for the store credit. He hung up after giving me his cell phone number and asked that if I were to ever have a bad experience again, to please call him. This is a story about too little too late.
CALGARY -- I had the most horrible service at Toys R Us on Mcleod Trail in Calgary, Alberta tonight. I went to return a toothbrush (only $7 but still it is the point of the matter) as it did not play music or even rotate as soon as I opened it. The employee, instead of greeting me proceeds to gossip for a couple of minutes while I wait for service. (Gross, inappropriate things). When I explain that I was not impressed that a product that I opened did not work, she barked that I should have known to replace the batteries.
I said that I did not think it my responsibility to go to the trouble and expense to do that as it was a brand new product that should work as it says, 'batteries included'. So we continue to argue for a bit, her being very nasty and unreasonable and passing the buck, saying, "Blame the manufacturers- it's not our problem!" OK, I am feeling really disrespected here, what happened to consumer confidence in products or the faith knowing that if you get a faulty product, you can return? I buy many thousands of dollars worth of toys and return things with no hassle at the Bay or Wal-Mart.
I tell her this and she ACTUALLY says to me, "So shop there!" Can you believe that?!! You better believe that I will, no way will I give my money over to a business that has their people follow no protocol or professionalism! This same employee had given me a really hard time months ago when I tried to return a faulty stroller! It was dangerous and even the manager I spoke to just told me to send it back to the manufacturer!
(Total passing the buck just to save money) I gave up on that one, why would I send back something that would cost me $50-$100 to post, and have no guarantee as I am sure they would make an excuse or simply not reimburse me? I asked to speak to a manager at this point and complained about all the things mentioned above in a calm (yet angry) voice, simply stating facts in an appropriate manner.
I can't say the manager made me feel better. She never apologized. Never told the girl to stop arguing with me. The manager even stood there and said nothing as the girl shouts, "Don't blame ME for all your problems!" (That was ridiculous actually- pathetic as the only problem I mentioned was...a toothbrush...What a stupid and rude thing to say to a customer, especially since the issue at hand was HER attitude.
I replied, "Yeah, it CAN'T be YOU that is the problem." So she says, "You're the only one that has a problem with me..." And I laughed out loud, that was so funny, the rudest girl I have ever come across that says absolutely shocking things to people, never has any issues with customers? So I laugh and say, "I'm sure, I'm really sure."
Toys R Us is really cheap (and dumb) to save a few measly bucks they have lost me as a customer, as I will never return there, I will only go to places that have good return policies (and expectations of staff to not abuse people).
So if you think you may possibly get something that is dirty/faulty/unsafe or just want to be able to change your mind, do not shop at Toys R Us! I have never been able to return one out of three things- think that is a coincidence? Save your money as it is theirs for keeps (you get to keep the junk) if you buy there. Not to mention getting horrible customer service where they care nothing about your patronage. Toys R Us does not return products!!!
I bought a bike for my child for Christmas amongst other toys for family & friends. I price compared several retailers at the time and they had the best price of all. SO I thought. Buyer must always beware they say. At check out $30 additional dollars was added to price of the bike. I asked how the price went up $30? And pulled out my Sunday flyer ad to show why I chose them for my shopping needs.
The cashier explained it was a Warranty. I said I would forgo the warranty. Only $10 was taken off. I then asked why it was $20 more excluding tax. I was told that was the bike assembly fee I had to pay. I said an unassembled bike was fine. They had 5 none of which were disassembled she said. I asked for a manager on duty. (Kindly I am no stranger to retail or customer service industry. I am always respectful knowing employees have no control over policy but have had my fair share of negotiations to make a sale and keep a customer). That is business and I am holding their flier after all.
I asked for a manager and explained that I came in for the bike at the advertised price and would like to purchase said bike at that price as advertised no upgrades. The manager did not respond to me just whispered to the girl. The girl said the manager would honor that. I said thank you to them both. Manager walked away.
I was told another employee would bring out the bike. The manager whispered to that employee not in my ear shot. I assumed to go get the bike. I had many other items too so was glad I did not have to walk away from sale. Punishing employees on ethics in advertising to the hassle of restocking my cast off items due to failure of negotiations is not ideal. They got far more than $30 additional out of me excluding bike. Win win I thought. Smart manager. A different employee was sent back to retrieve the bike for me. It took 20 minutes. My husband called and asked what is taking so long. I thought maybe they were taking bike apart I thought-well...a little odd but hey.
Instead a complete bike came out. I thought all was well just busy holiday season- hard working employee. One has to wait. I said thank you to this employee too. And was on my way hustling for my children were hungry and restless and crying in the car with hubby. Upon getting home- It's tires were low and a plastic chain guard a little lose. I thought no biggie I have a bike pump and a screwdriver and they worked with me so OK. I tightened the screw the guard popped up in that one area that did not lay flat. Tried again and got it I thought. I pumped the tires and packed and hid it for the big day. Christmas morning the tires were flat and the guard once again ill fitting.
My hypothesis-Every lemon piece from all 5 bikes must have been combined into one in those 20 minutes. My son was broken hearted not to be able to test ride it Christmas morning and he is too young to understand why Mom has to take it to the bike shop. I could buy a Schwinn from a professional for the end cost of all these shenanigans. TRU clearly knows kids love character bikes etc and use it to their advantage. Like taking the bike back would not traumatize a child-it does. Making me the bad guy-what parent wants to further ruin Christmas for a 2 1/2 yr old- kid after TRU already has.
And what fool who would actually bring the bike back to complain just to test their ethics further and prove the cliche -fool me once shame on you fool me twice shame on me. Bike shop it is! A very expensive lesson in retail to learn TRU is not the company it once was. Yuck! In the 70's Venture and the like would just advertise and have your "rain check" last forever with no product ever arriving-Not sell you a lemon. So just as my parents felt heartache for the Barbie Dream house rain check that never was honored for me. I too have that parenting experience with a lemon bike.
At least one day should my grandchildren and son have this unfortunate event. I know it won't be due to TRU because surely its customers will drop like flies one shenanigan at a time, another retailer is just dying to swoop in and take their business, or BBB will uncover them for whom they now have become.
My grandson is turning 10 tomorrow and I have been very ill, so I decided to purchase a gift card for him. With express shipping it would have been there tomorrow and on time. On 28 November 2009 I went online to the TRU website and purchased a $100 gift card, this transaction was paid for with PayPal. A great option for online shopping.
I received a confirmation email at 10:48pm that the order was being processed. At 11:24pm I received another email stating that "after attempting several times to contact you, unsuccessfully the order had been cancelled." Now I am really confused at this point as obviously in the time frame between emails no one tried to contact me, and I know the funds are available for the transaction, so what is going on?
Beginning at 7:00am the following morning I first called my bank, yep the funds were on memo hold just waiting for TRU to claim them. So nope that is not the problem. Called TRU who informed me that it was a PayPal problem. Called PayPal and was told the funds were just waiting for TRU to pick them up and there was absolutely no problem on their end.
This ping-pong action went on for the better of 4 hours and finally I am at screaming match point. I was told after screaming at the top of my head in frustration that...TRU does not take PayPal for some purchases. Now you have to understand THEY offer PayPal as an option at checkout. Also the woman told me that all I needed to do was repurchase the card using a different mode of payment. Here is the true dilema. I am mother of 6, grandmother of 9, have 3 birthdays this month and Christmas to boot. At that moment I did not have an additional $119.17 for them to just hang on to until they felt like giving it back.
So to date I have filed with the BBB, with whom TRU has an *F* rating. They do not respond to complaints, nor do they feel the need to rectify them. I have also filed a complaint with PayPal, as they had never heard of anything like this, unless funds were not available. Also just a bit of information from PayPal when a company contracts with them to use this as a clearing house they MUST stipulate in the contract what if anything PayPal would not be good for. TRU has not done this.
So here it is Monday morning and I have no money and no gift for the grandson, my bank said that although TRU said they removed the hold on the funds there has been no such order. I want to find others who have, had this done to them and I would like to file a class action. I also think it is time to hurt them were it hurts the most, their pocketbooks. I would like to gather any related stories and turn them over to the media. I am using this venue because I do not want this to be a local story. I live so far out in the woods we don't even have a TRU by us. So please, send me anything related to TRU/PayPal. You can send it to: **.
WARRINGTON, UNITED KINGDOM, NEW JERSEY -- At 1614 hours on 18th July 2009 I spent £221.33 at Toys R Us at the Warrington Store, United Kingdom, items purchased included 2 in 1 Dolls House - £99.99, 12” girls Snowflake - £39.99 (bike). This is for my daughter's birthday on 30th Aug 2009, so on 29th Aug 2009 I began to build the Doll House and only at around eleven at night did I find out that a vital piece was missing!
In relation to the bike, there seems to be a fault to it from the first day namely the back wheel was wobbly, I tried to fix it by adjusting the brakes and that but it did not work. This back wheel together with the chain came in one piece from the manufacturer that means it was faulty from the moment I opened the package.
So at 1144 hours on 30th Aug 2009, I went back to the store with my daughter and spoke with a ** at the Customer Service Desk, she told me because I have had the bike for more than a month, I couldn't have a new one or a full refund, it will have to go to repairs and that will take about 2 – 7 days. I also asked for a full refund for the dolls house because I was very annoyed with the products from that store, ** stated I needed to bring the product back in order to obtain a full refund, the house is about 5 foot by 5 foot by 6 foot and I was not bringing that product back (I will need a van), I stated the store should come and collect it, I then asked to speak to her supervisor.
** the Manager turned up, I repeated the request to her, she gave me the same answer as ** did, and I said I was not happy about this. Suddenly she told me that I was raising my voice and refused to help me but will help my daughter. I reassured her that I was not raising my voice aggressively; she only said this because her products were faulty. I wanted other customers to hear the kind of services the store was being provided to me. She then threatened to call the police so I said to her ‘call the police' as I did not commit any offences whatsoever.
A male member of staff was standing behind her and he never said anything, as he was probably useless as well. I stated to ** the Manager I am not asking for your help, I am a customer and you are under an obligation to make sure the products bought by me was what it described, you have breached your contract. ** the Manager that stated I will help your daughter but not you because you have raised your voice, I stated this is not a raised voice and I stated just give me my bike back and I will pursue this elsewhere.
** the Manager was unable to give me my bike back because the repair person has already taken it in and probably taken it apart. ** the Manager then liaised with the repair person by phone, she knew that the bike was faulty from the minute I bought it. ** the Manager then stated to me that "just go and choose another bike and I will give you £10 for your petrol on a gift card, in relation to the house I will have to go to the Ancoats store in Manchester to collect the missing piece."
She also stated “DON'T TALK TO ME ANYMORE OR I MIGHT CHANGE MY MIND ABOUT HELPING YOU.” ** the Manager stated she did not like my attitude. I did not pass an attitude test when I purchased the products, did I have to pass an attitude test when their products are faulty? Talk about customer services, what customer services?
JACKSONVILLE, FLORIDA -- So less than a month ago my husband and I were in Jacksonville, FL visiting from Tallahassee. I have always loved the Toys/Babies R Us there until now! We have bought everything from furniture, bedding, travel systems, and so on from them. Luckily we have never had to return anything until now. Our son is over a year old and we recently gave away our old travel system and I needed a new stroller for him.
On our last day in Jacksonville we purchased 'the perfect' stroller. We bought the Chicco Trevi- Extreme. It was a nice color, lightweight, and compact.... we were very happy with our new find! The man who was working the floor seemed to be very knowledgeable and informative about everything. Nice guy except for his FOUL MOUTH, but hey that's OK. We bought it! After leaving Jacksonville we stopped & picked up our two children up. All of our luggage wouldn't fit in the car because of the box. We took the stroller out of the box, folded it out, put the baby in it, and rolled it around for less than a minute.
Everything seemed to be fine so we trashed the box! Now two and a half weeks later I needed the stroller for the first time. I put the baby in and we started off. I noticed the metal piece that locks the frame IS BENT! I guess my 1st mistake was to not thoroughly inspect every last inch before throwing the box away. I quickly called the store we purchased it at. I explained exactly what was wrong. The metal piece is badly bent. I have my receipt but no box, and asked what I should do.
The CSR was nice & said she could only do an exchange since it was broken & I DID have my receipt but no box. I asked again if she was sure before I drove the two and a half hour to get there and SHE WAS! I get there and she unfolds it and looks at. She then walks across the store without a word and brings back a manager. The manager takes one look at it and says "I'M NOT TAKING THAT BACK!” I asked why not and he rudely replied that they don't sell strollers in that condition. It's a safety hazard and he'll never be able to resell it. It came in a freaking box so how the crap does he know what condition they sell in? Do they open every box? I only wanted to exchange it.
The guy was extremely hateful and made out like I had broken it. Before he RAN ME OUT of the store I asked what he thought I should do. He said that he didn't care what I did and that they sell $29 umbrella strollers if I wanted one of those! And yes ran me out! He told me if I wasn't going to purchase something I needed to leave because he was not going to exchange it. I had just spent over $100 not to mention the cost to travel back to the store for nothing. The manager could have at least apologized for his employee and the inconvenience.
But no, nothing! I called customer service today and no help from them either. The only thing that led to was an employee complaint. The whole time the guy made me out to be a crook or scammer. It's more like Babies R Us are the ones scamming people! I've received better service at Wal-Mart & Kmart. YOU WOULD HAVE TO PAY ME BEFORE I WOULD EVER SHOP HERE AGAIN! I DON'T THINK ANYONE SHOULD BE TREATED & TALKED TO THE WAY I WAS!!!
The workers in this company are targeted when it comes to these reviews. Any negative review that corporate finds out about is turned around to us not doing our jobs. (except for the return policy that got changed without notice, so people who already purchased something suddenly couldn't return it)
It's going to sound kind of mean, but if you don't like the service in the stores, don't shop there. And instead of complaining about the employees service, complain about the policy behind it, or the obvious lack of training that the employee received.
Let corporate see that they are the cause of these problems. True, there are going to be horrible workers, but until you can see the stress put on the workers, you'll never understand why. Just an example: Our work performance is based on YOUR credit score. You're not buying a car, the bank doesn't take ownership of your crib until it's paid off. Our work performance depends on if Chase thinks that you will pay them back.
Besides that, workers all over the place are forced to carry 80+ lb boxes alone because they understaff people capable of carrying it. 60lb boxes are stored on top shelves requiring a ladder to get down... OSHA would have a lot of fun doing a surprise inspection of these stores. So when a worker doesn't even look to see if we have something, or they're hesitant to sell you the thing that you wanted. Remember, we care about our safety, the company doesn't. We're just trying to avoid that risk of injury.
So if the service is that bad, which I agree that it is, go to Walmart or Sears to buy what you need and save money while you're doing it. If you're using this page, unless it's a complaint about a specific worker, try to limit it to complaining about the policy that caused your complaint, not the person who had to tell you the policy, because we get blamed when it seems like it was just a bad worker.
And if you do shop there, be ready for an even more extreme game of 20 questions every time you shop, because the company got more strict on BPPs, batteries, and credit cards, to where its actually a write-up, with the chance of being fired, for forgetting to ask ONE person about those 3 things, and then any random charity we're taking donations for.
As workers, I know you all understand, job stress causes bad workers, there's a point where you just "snap", you stop caring, and you stop trying, especially when your paycheck doesn't even pay for the gas to get to work. We're not out to get the customer, we all know that your repeat business is what gives us a chance of getting hours, we want you shopping there so that we have a job. But now, it's obvious the company doesn't care, they make more money in credit sales than they do in actual sales.
Our jobs are constantly at risk because of how our customers choose to use their own money outside of our stores. This isn't a way to run a business, boycott us, let corporate see that they're driving our customers to shop somewhere else. Make them know that they have to actually train their employees, that the average person doesn't have perfect credit, that you just don't need batteries for a crib or stroller...
The customers are the ones with the power to change how the company runs, as long as you keep shopping at our stores, corporate sees it as working fine, and any problems are with the employees. Almost every complaint in here is based on how the company is run, let them know it. Stop shopping at our stores, tell your friends to stop shopping, call corporate and tell them that the store across the street treats you like a person and not a dollar sign, just let them know that their policies, staffing habits, prices, and high interest credit cards just don't work.
ENGLEWOOD, COLORADO -- I am writing to you today, bringing to your attention the extreme dissatisfaction my family and I have with the behavior exhibited within Toys R Us, specifically Store #9540. Shopping for her first bicycle, my wife and four year old were looking at the selection available in your store 9540. After examining the bikes, we settled on the 14" Dora the Explorer by Huffy (SKU: 3BA03462) retailing for $79.99. Per the store instructions on the bike, we pulled one of the voucher slips, which indicated the price of the bike ($79.99), and [paraphrasing] "bring this slip to one of the cashiers and a bike will be brought out".
After waiting in the checkout line for several minutes, the cashier instructed me that I would need to go to the back of the store and get an assembled one. Questioning the cashier, I told her that I wanted a bike that hadn't been used as I was looking for a brand new bicycle for my daughter. The cashier proceeded to call to see if the store had any bikes still in the box. To my dismay, the answer was no, as it's "store policy to assemble all the bikes". We did not have an option as the voucher indicated.
Conceding that I would not be able to have a "brand new" bike, as all the bikes in the store were used by other kids, I went to the back of the store and brought up one of the two Dora bicycles. Waiting in line another five minutes or so, and adding to my discomfort, I learned that I would need to pay a $10 assembly fee. Informing the same cashier, and manager standing beside her that I was not going to pay a "mandatory" assembly fee for something that I did not want to have assembled (nor did any customer have an option to avoid). I was told if I wanted the bike, the fee was going to be applied.
Upset, I decided to take my business Target, purchasing a comparable bicycle, still in the box, for less money. The very next weekend, my family and I were back in the same store , as we had two 15% off one item coupons that were set to expire in a few days. We found and were ready to purchase a $59.99 WowWee Alive Cubs Lion Cub (SKU: AAE81639) and a $9.99 safety sign to complement the bike we purchased the week prior. As the Lion Cub was a surprise for our daughter, I stood behind to purchase this separately (in another line), while my wife and daughter purchased the safety sign (using one of the two 15% off coupons) in front of me.
After their transaction was complete, it was my turn but was immediately told that I could not use my 15% off, as this coupon was only good for baby products. The coupons' disclaimer read that this was not to be used for iPods, video games etc but made no mention to stuffed animals. I told the cashier that my wife just used the very same coupon ten seconds earlier but she did not budge. I then offered to return the $10 sign and use that coupon for this more expensive ($59.99) item and we were told that once the coupon was used that it cannot be used again.
Extremely frustrated, I asked to speak to a manager as I could not understand this unwillingness to work with a customer who wants to spend money at your store. Ten minutes went by waiting for a manager to help resolve this issue before I gave up and decided to take my business to another retailer.
I cannot imagine that this behavior is part of your company culture which is why I am bringing this to your attention. In these hard economic times, many customers are seeking value in their selection process and are willing to take their business elsewhere if they are not receiving it. These two separate events represent lost business to your company as I was able to get the value I needed from another retailer. As my family is expecting another little one in September, we hope these types of issues are resolved so we can continue to include Toys R Us in our purchasing decisions.
I was looking for the Barbie & The Diamond Castle Playset for my daughter for Christmas. I had looked everywhere. I looked at all the Wal-Marts, Targets, and KMarts in El Paso, TX and Las Cruces NM. I had also had to travel for work so I checked the Deming NM and Silver City NM Wal-Marts also. I was not able to find it anywhere.
On 12/12 I went onto Toys R Us web page to try to order it there. They were out of stock but they had this feature that you could get an email when it was in stock. I get email on my phone so I thought that would be great because no mater where I was I would get the email and then I could order the Barbie & The Diamond Castle Playset right then and there, so I signed up for the notifications. The next morning on 12/13 @ 6:30 AM I got the email that said they were back in stock. I got up from my bed and ran up stairs and ordered it over the phone.
The guy I talked to told me that it was in stock and would ship within one to two business days. That would make it ship on 12/15 or 12/16 because it was Saturday. He assured me that I would have it on time for Christmas. The Toys R Us web page also said if you order anything before 12/19 you would get it by Christmas Eve. The guy told me I qualified for some makeup kit for free also I just had to pay for the shipping. I said fine and added it to the order.
On 12/13 @ 7:28 AM I got the email confirming my order with the items in stock and ready to ship. At 10:30 AM I got another email from Toys R Us saying the items are being processed and I would be charged $111.46 for the items with shipping.
On 12/15 without fail the first item was shipped. I went on to track it and found out that it was just the makeup kit from Toys R Us. Not the Barbie & The Diamond Castle Playset that I had really ordered. Just like clock work the Makeup kit arrived from Toys R Us on 12/17, but the item I really ordered still had not shipped out. I then called Toys R Us when I got home from work and the person I talked to said that she was not sure why it had not shipped out but would look into it but I should still not have any issue with getting it here before Christmas. I said OK thanks.
I waited until 12/19 to call again to see what was the status because it still showed processing the Barbie & diamond Castle Playset on the Toys R Us website. When I finally got to a person it was around 12 PM. The lady I talked to told me that it had still not shipped out and could not understand why. She put me on hold for about 10 min and said that she would get an email to her supervisor and they would be calling me back. She also told me I would be getting it before Christmas. Once again Toys R Us was lying to me.
I never received a call from anyone. I got an email @ 4:22 PM on 12/19 saying that the item had shipped. I went on UPS to see when I would be getting it and it only said the billing information had been received. I had to wait until 12/20 to see when I would be getting it. I was glad it had finally shipped.
So today 12/20 I went onto UPS.com to track my Barbie & The Diamond Castle Playset and what a surprise… I was not getting it until 12/30. THAT IS FIVE…FIVE…DAYS AFTER CHRISTMAS. I am so disappointed. I called Toys R Us again now for the fourth time and talked to another lady. She told me there was nothing she could do for me. She said the package was too heavy or they could have expedited it. Why was I not called? I would have paid the extra to get it on time. I was told I would be called by a manager. It seems to me that the “managers” at Toys R Us are afraid to talk to the customers.
The lady on the phone from Toys R Us told me that she would have to send another email to the manager and they would call me. I told her I wanted her to ship me a new doll house and make it two day. Then I would get it by Christmas and I would send back the one that gets here on 12/30. She said that she would send that request to the manager in the email. I asked if I could talk to a manager and she said there are no managers there. I asked it there was another phone number I could call to talk to someone above her and she said NO.
I asked how long it takes for a manager to call me and she said, “I don't know.” I can't believe this is the way Toys R Us runs it business. I am a manager for a major communications company and if one of my customers, I don't care who it is, wanted to talk to me I would expect my techs to put me on the phone with them right then and there.
I would never treat a customer like Toys R Us is treating me. If we are nothing else in this would we are all connected by the human race. How is it that Toys R Us is so disconnected that they can't simply talk to their customers? An email has to decide if my daughter is going to have a good Christmas or not. Man Toys R Us you really blew it.
Here is the info. If you would like to do an internal investigation. I sure you will not but I really don't care at this point. I will also be posting this on every site I can find so that everyone will know what Toys R Us did to me and my child on Christmas.
So my wife and I tried to return a few things to Babies R' Us that were given to us off our baby registry: nothing was opened, everything brand new, and still being sold in the store and online for the same retail price, and we had all the gift receipts. The stuff was bought in June, and now it's December, and we had no idea there was this new hard-line 'nothing-can-be-returned-after-90-days' policy because on the gift receipt it says "Easy Returns."
Beyond a few basic stipulations, nothing on the receipt mentions 30 days, 60 days, 90 days, or any kind of time or date limitation. It basically makes it seem like you can return the merchandise to a local store or via return labels, as long as you have a reason and a receipt (which is the case at many large retailers).
So we brought the stuff back to the store and were informed about this militant policy and how we couldn't get store credit or anything 90 days after the initial purchase. I pointed out that everything was new w/ receipts, etc. I even offered to take 10% off retail value to get around the policy, since all we wanted was store credit. They said no, on the store level they couldn't override the policy (2 managers told me this).
They said call the 800 customer service line and they might override it. So I got on the phone, in the store, and after 1 representative and 2 supervisors in their 'call center,' I was told they could not override the policy, that only the corporate office could. So I said connect me to the corporate office and they said they had no contact with the corporate office. So I kind of lost it on them and they miraculously found the number to the corporate office.
With the corporate office I explained to the poor receptionist my situation and she connected me to one person (voicemail; so I called back), then another (voicemail; called back), then another (voicemail; give up). I wanted to speak to an actual human in corporate to resolve the situation and get this override, but apparently the irony of a human working in corporate was lost on me at that time. In hindsight I see my error. Anyway, I'm still in the store, making a scene, and by now another manager is there to appease me and my wife (an hour and a half has transpired by this point).
He tries to help us by calling the online warehouse and asking them to take the return, but before calling he explains to us that the person who bought the gift would get the credit, not us. We're so dumbfounded, flabbergasted, disgusted, infuriated (insert additional adjective here) that we can't even argue the stupidity of this, even as he calls someone at the warehouse who basically says, "Nope, after 30 days the sale is null/void/final--no credit or refund for anyone." But at least we returned to our apartment armed with the corporate number (973-617-3500), and a few names who may be in the customer service area who could override this policy.
The moral of the story is this: the Babies R' Us return policy is ridiculous. They don't print any of this on their receipts like every other major store does (at least not for online orders), and they expect you to go online and find their return policy (and if you are shopping at Babies R' Us, presumably you have a child, and if you have a child, do you have the time to go online, without prompting, to randomly investigate a store's return policy, when the gift receipt you have in hand says "Easy Returns"?).
Thus, we'll no longer be shopping at Babies R' Us. I mean really, you think we can't find what we want at Target, Buy Buy Baby, or Diapers.com? We told the last manager we spoke with that they were going to lose our business, and he even said that this was something that was brought up on their conference call when the new policy was announced; and that the new owners/corporate anticipated this and this was what they thought was "in the best interests of the company." If you Google "Babies R' Us return policy" you'll find a lot of complaints, and everyone says they won't shop there anymore.
Well, the customer is still always right in my eyes. They'll be getting a few calls from us, and if you have been burned by Babies/Toys R' Us, feel free to call their corporate headquarters in Wayne, NJ (again, that's 973-617-3500) and let them know your displeasure. I'm sure if they receive enough calls, they will start to reconsider what is "in the best interests of the company." And if Babies R' Us can afford to piss people off and lose business, congratulations. Shows you not everyone's hurting during the recession. Happy Holidays.