[X]

Toys R Us - Page 2

Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 23 ratings and
173 reviews & complaints.
www.toysrus.com


Most Popular | Newest | More Options >
More filter options:
To The Customers... Listen Here
Posted by on
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 than 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 ^_^
     
Read 33 RepliesAdd reply

User Replies:

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.
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.
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 a lot of people here in a lot of threads, I just quit. Maybe you should too.
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.
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. :)
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.
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.
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.
madconsumer on 2008-11-20:
great review, well said.

very helpful.
Anonymous on 2008-11-20:
Yes, the customer is indeed the enemy.
Anonymous on 2008-11-20:
I didn't read that the customer is the enemy in this review Crabs...what are you referring to?
DebtorBasher on 2008-11-20:
BRAVO!!!
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?
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.
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.
jenjenn on 2008-11-20:
Glad I don't shop at TRU anymore! Thanks for reinforcing why I don't! ;)
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.
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.
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 within 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
Anonymous on 2008-11-20:
I got to 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!

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 that's 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 business world. So Grow UP!
HezzD on 2008-11-22:
Well said Riverhawk!
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.
Anonymous on 2008-12-16:
Wow, I guess I wasn't 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. I'm 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 don't 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. In fact we as asscoiates have absolutely nothing to do with any store policy so just a word to all the future shoppers of TRU/BRU, don't get upset at us if you cannot 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
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..
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.

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.
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!!!!!!!!!!!
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".
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).
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!
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.
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 than 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 going to 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 want to wait....YOU ARE NOT SPECIAL!!!! YOU DON"T LIKE IT GO SOMEWHERE ELSE!.
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Rude Manager and Associates
Posted by on
Rating: 1/51
HOUSTON, TEXAS -- I went to store # 7031 3/28/13. I asked the associate ringing up my item if the discount had been given – all he had to do was say yes instead – he was rude and inconvenienced me – Instead he said – “No, it’s buy one get one 30% off – the sign clearly said all scarris dolls – 30% off – no bogo at all. He sent the manager to check it out – as she was gone he continued to be rude to me so I left to make sure she knew what the issue was. I was surprised to find she didn't care – Tonya does not require associates to know promotions – Tonya not know promotions even though she is the manager of the store - she made that clear – Tonya does not require associates to ring people up in order – I had to wait while he rung up several people who came after me – because I knew the price of the item and the associate didn't – Tonya doesn't require the associates to be friendly or helpful and she’s fine with them being extraordinarily rude.

I went through all that for no reason – it turns out the discount had automatically gone through – so the associate gave me wrong information twice – the associate remained very confident and cocky in being allowed to give wrong information – he never apologized or showed any remorse and Tonya supported his actions and his attitude in full. She does not feel as the manager that she needs to know promotional information either – this promotion began four days prior to this incident on one of the biggest sellers they have – the monster high dolls and she had no knowledge of it even though the sign had been in her store for four days.
     
Read 2 RepliesAdd reply

User Replies:

JR in Orlando on 2013-03-29:
I am sorry for your experience. It was nice, however, that the store rang up other people behind you while waiting to verify the price. It was nice of you not to complain about that at the time and graciously let others go ahead.

There is nothing worse than standing in line and some price question comes up, so everyone has to wait until the price is verified. I wish more stores would do like Toys R Us so that customers behind could check out while the price issue is settled.
Chaparrita on 2013-03-29:
It's impossible for the employees to know every single price of every single item and promotion. That's why they have to go verify it. And you got out of line to check on the other employee. The sales associate did no wrong in ringing up the people behind you. Personally, I wish more did that. Nothing worse than waiting in line for 30 mins cause the customer at the front has an issue.
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Mediocre Customer Service No Return Policy
Posted by on
Rating: 1/51
HATO REY -- I had a very disappointing experience yesterday in Toys R Us Hato Rey Puerto Rico I recently purchased a 7 inch Tabeo Tablet for my daughter during the month of December. The thing is the equipment turned out to be defective tablet won't turn, the screen didn't work. So I went yesterday to the Toys R US Where I bought it the one in Hato Rey, Puerto Rico, to have it exchanged by another tablet or for a refund. And not only did I wait sooo long in line I was attended by this obnoxious assistant manager, whom which after looking @ the tablet just simply told me she couldn't accept the tablet because the manufacturing company wouldn't accept it. I told her the Tablet had arrived like this yet she didn't do much or anything to help out in this situation. All I can say is that Toys R US.. should emphasize more on customer service which is very low quality, they don't seem to hire a lot of employees although the stores are very big. Sometimes you have to walk around for a while threw out the whole store in order to receive some assistance by a employee. As far as this situation I feel totally robbed/Scammed for my money. Employees are supposed to assist customers diligently and efficiently on any situation. But I just sensed they don't really care even though my daughter was next to me while I was trying to exchange the item ( Which obviously made her very sad, she wouldn't stop crying on the way back home.) I simply don't understand why wouldn't Toys R US exchange my item or give me a full refund it seems there always some sort of controversy or excuse to their own benefit when it comes to exchanges or refunds. Other stores like Game Stop, Electronics Boutique, Wal-Mart, Amazon won't give those obstacles when it comes to exchanging a item which they also sell a whole lot CHEAPER. Iam beyond indignated because the store manager totally wiped her butt with my receipt ( The purchase had been made less than a month ago) And even though she did admit the Tablets were in fact coming with defects she declined to offer any assistance or a exchange, refund, store credit whatsoever. Usually I never really buy often in Toys R Us... because there isn't located where I live & because I don't find the prices of the items cheap or affordable.. compared to Wal-Mart or K-mart or Game Stop, AMAZON. But this incident totally made it for Iam never BUYING ANYTHING ON TOYS R US ... EVER AGAIN.. and will give NEGATIVE RECOMMENDATIONS to relatives and Close ones based on my Personal EXPERIENCE. I WILL NEVER BUY HERE EVER AGAIN. EVER AGAIN, EVER AGAIN. THEIR RETURN POLICE IS A VERY FICTIONAL POLICY.
     
Read 3 RepliesAdd reply

User Replies:

Soaring Consumer on 2013-01-07:
I suggest disputing the charge with your credit card company. You are absolutely right that store employees should not be refusing to honor their own return policy let alone make excuses about it.
madconsumer on 2013-01-07:
was it over 30 days between the purchase and return?
At Your Service on 2013-01-08:
While disputing a charge transaction seems to be a very common response on this site, I might respectfully suggest that it is not something that can, nor should, easily be done. Unless there's an actual case of fraud, a bank is not likely to find in favor of the card holder.

Retailers have a right to set their own return qualifications. And even though you may think other retailers act differently, you might want to search this site and around the web to see differently. As far as them being cheaper -- with respect, I think we all realize that is not actually the case. Sometimes you may find a price better one place, other times you will not.

It sounds as if the problem with the tablet was very apparent upon inspection. It's unfortunate as it was for your daughter. Maybe you can save up and replace it sometime soon. Hopefully so.

Best of luck.
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Free Shipping Not Honored and Membership # Not Accepted
Posted by on
Rating: 1/51
MICHIGAN -- Started by the site not accepting my membership # so I logged on via an email hyperlink.

I placed six approved "ship to home" items in my cart, which amounted to almost $100. (Video games and controllers)

Shipping was supposed to be free for purchases over $49 but the site demanded almost $15 for S&H.

Tried to checkout to see if that would change but the site suddenly forgot I was logged on and again wouldn't accept my membership # so of course I wasn't able to use my points payout dollar they sent to me.

Called 1-800-869-7787 and after listening to the recordings, was transferred to a squealing fax line.

Called again, and again endured the same heavy call volume recording but eventually a human answered.

After I complied with the request for my name and phone number, I proceeded with explaining what happened.

I was told I'd have to place my order over the phone to remedy the issue.

I had hoped my order would be visible via my membership number but I was informed that wasn't possible.

Frustrated, I asked for a supervisor.

Eventually one came on the line but she reiterated that I'd have to repeat my order all over again.

I declined and tried to select the pick up in store option instead.

Unfortunately the site kept going to a blank page so I was unable to complete the purchase.

I used the "rate this page" link to complain.

Now this was around midnight. I received a reply around 10AM....that said:

Dear Valued Guest,

Thank you for recent visit to our website.

We appreciate the time you took to provide us feedback regarding your experience. I would like to take the opportunity to further assist you in placing your order or answering any questions you may have. We would appreciate a call back at your earliest convenience. We can be reached at 1-800-869-7787. We hope to hear from you soon.

Sincerely,

Jordan 7345
Toys R Us Corporate Guest Relations


In other words...jump through hoops to get that free shipping.

I just wonder how many other people have been cheated by that phony free shipping offer.

I do not appreciate wasting my time like that.

I've ordered from many online sites and haven't had any issues with anyone else.

This experience with Toys R Us has been very disappointing.
     
Read 0 RepliesAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Worst online purchase experience! MISLEADING AND A SCAM
Posted by on
Rating: 1/51
WASHINGTON --
I am writing this complain letter in regards to my online purchase experience at Baby'r'us. (Order no: 8376832898)

I live in Vancouver-Canada and bought a DaVinci crib ($179.9) online at US Baby ‘r’us website on June 22,2012. Babyrus’s front page had a promotion for ALL DaVinci cribs-Any purchase of DaVinci crib will get a FREE DaVinci crib Mattress which worth $119.99 value. I thought it was a great deal so I bought it, paid $16 tax, extra $15 for shipping and extra $10 to pick up at US shipping pick up center at Point Robert. The promotion was still showing up at the Baby’r’us FRONT page for at least one more week after I ordered the crib.

After few days I picked up the crib, I discovered there was a crib ONLY, no mattress! So I called customer service immediately and they told me the FREE mattress was in first time first serve basis and they have no more stock? Really what the hell? I can’t believe it is a SCAM and MISLEADING on an international company website. There is no sentence its says it is first time first serve on website, and the website never notify customer it is out of stock and the promotion is no longer available when purchase. It should at least notify customer whether we should still buy it or not when the promotion is no longer available. OR it should notify customer before they even ship out the crib ONLY to customer. I paid $220 (including tax, shipping, pick up fee) to purchase online and picked up in US just because I believe it comes with a bundle of TWO items, not just one item. VERY DISHONEST COMPANY! I spoke to customer service, they don’t have any recommendation for us, they said even the mattress is in stock again, they will not ship to me for free and asked me to get and pay for another mattress? How BS you are?

Customer service said I can refund the crib and use the mailing slip they can offer to me? Are you kidding me? I live in Vancouver and I have to drive all the way down to US just to refund the crib to your company but not getting my shipping fee that I first paid? What a disaster! Your company totally waste my money and time!

I am still very upset about this online shipping experience at US Toy'r'us. With this price I paid, I have so many options to get the crib at other places such as Amazon & Walmart. I don’t even need to shop at your company and pick up in US. I have lots of options in Canada too. I will ask all my friends never go shopping at Toyrus again. Such a misleading and dishonest company!


Jenny
     
Read 2 RepliesAdd reply

User Replies:

trmn8r on 2012-07-06:
I found a current coupon on a third party website for a free mattress with Davinci crib purchase at BRU, with no disclaimer about "while supplies last". Unfortunately, I can't find anything on the BRU website about this former promotion. There are multiple similar recent complaints on the BRU website.

I am inclined to agree this is false advertising, but I would have to see the actual ad. Also examine the fine print on the BRU website. One thing people complain about, which I understand, is why the website doesn't tell you none are left because you will need one after you get the crib. So there is the feeling of being ripped off as well as the inconvenience of not having a usable crib.
Robert Vaughn on 2012-07-18:
The same thing happened to me. Not only did I not get the advertised mattress, but it took almost three weeks for someone at BabiesRUs to tell me so. One email reply even stated that the promotion would be honored and I should expect a mattress, which I never received. Babies R Us is a very dishonest company. Dumb move on their part as they will lose far more money as a result not honoring their promotion. Neither me, my family, or any of our friends will be making purchases from Babies R Us.
Close commentsAdd reply
Site to Store Items Shipped Missing in Store
Posted by on
VALLEY STREAM, NEW YORK -- On December 10th I went to the Toys R Us store in Valley Stream to pick up two items that I had shipped to the store, order number 7739925778. When I gave the representative my order information she told me it would be an HOUR before they called me to pick up the two items I ordered. An HOUR later I went back to the area where the site to store items were being distributed and was told by a representative that they could not find my order. It took about another hour for them to locate the Tiana doll I ordered and paid for. Then they told me that were still trying to find the Fisher-Price My First Dollhouse-African American that I ordered. It took about another hour with two managers working on trying to locate my order for them to tell me that they could not locate my order and that the best thing they could do for me was give me the same dollhouse with the Caucasian dolls. I was not happy with this option because it was not what I paid for and ordered. Then the manager Diane told me to take that dollhouse home and when & if they get the correct dollhouse in they would contact me. I told her that didn't make any sense and if she could contact another Toys R Us for me to see if they had the dollhouse and I would go get the items from there. She told me no she would not be able to contact them and the most she could do is give me a listing of other stores where I could go purchase the dollhouse yet again and then bring the dollhouse with the Caucasian dolls back to the store and return it. I was very disappointed with how the situation was handled because these items were paid for, I was only having them shipped to the store which I thought would've been a better option. The managers attitudes were completely unprofessional even after I told them that I had my two-year old in my car and that this store was quite aways from my home.
     
Read 6 RepliesAdd reply

User Replies:

trmn8r on 2011-12-21:
I agree that exemplary customer service would be to contact other stores for you. Evidently TRU doesn't believe in this principal. I'd take this as a lesson learned, and throw their sorry behinds over the side.

Asking you to accept a dissimilar different replacement item was bizarre in my opinion, unless the CSR that did it has a severe case of colorblindness.
CowboyFan on 2011-12-21:
SteveWiginowski on 2011-12-21:
This is an answer you will probably hate, but it's what I experienced working at TRU.

The reason that they wouldn't call another TRU to see if they had that item is because of the amount of customers that each store has this time of the year. It's quite busy around Christmas, so it can take a really long time to get help from another store.

They can give you the phone numbers for other stores, but won't call. I tried this out, calling from my store, to another store, a few times around Christmas and was on hold for over 15 minutes each time.

Part of the reason why I was on hold for so long is because of how many people are in the store and need help from associates. Also, if I'm helping someone on the phone and go to look for an item, I would often get stopped to ask for help with something. It was always a difficult thing to balance helping the people on the phone vs. the people in the store.

Hopefully you are able to get the correct doll and have better service from TRU if you choose to go back. I also hope that TRU fixes their online ship to store system so that this type of thing doesn't happen again.
Chief Insp. Craddock on 2011-12-21:
"I told them that I had my two-year old in my car and that this store was quite aways from my home."

Did you have someone in the car with your two year old?

Cwazychicken on 2011-12-21:
I can see how you are frusterated. But nothing is guaranteed at Christmas time. I would just request a refund and try to find it elsewhere. Online shopping, you have to be careful during the holidays. Things can get lost or they run out of what you want. Also, I cannot help but wonder why would you leave a 2 year old in a car? Unless someone was with her?
Cwazychicken on 2011-12-21:
I missed the 2 hour part...dang. I hope it wasn't cold outside (even if an adult was in the car with the child).
Close commentsAdd reply
Buyer Protection Plan
Posted by on
BELOW IN WHAT I WROTE PRETTY MUCH EXPLAINS WHAT HAPPENED WITH THE CRIB AND DRESSER. BUT I WAS TOLD TO EMAIL MY INFO AS WELL AS PICTURES OF BOTH ITEMS I'VE PURCHASED IN ORDER TO CONTINUE THE PROCESS FOR WARRANTY COVERAGE. AND BELOW IS A REPLY I GOT AFTER SENDING ALL THE INFORMATION REQUIRED.

After reviewing the submitted photo(s), it has been determined that this is not a covered failure. For any further questions that you may have regarding this decision, please contact customer service at 866-212-1975.

Thank you!

(HERE'S MY REPLY)

I feel that your determination is wrong. I've called the 866-212-1975 number that was provided below and was told to reply to this email. I was told that the reason your not covering the dresser/chest is because from the looks of the pictures I provided, the dress must have been over weighed with clothing. First of all, this is my one year old's dresser and how could I possibly over fill or over weigh it with bibs in one drawer, socks in another, and sweat pants in another. Maybe if this product wasn't made so cheap for the price I've paid it wouldn't come to this. I feel I overpaid for the dresser and the protection plan that doesn't seem to cover anything. The reason I bought the protection plan is to cover anything that is broken or damaged, which the sales women clearly stated it would cover. SO YOUR SELLING SOMETHING AND NOT STANDING BEHIND YOUR PRODUCT OR WARRANTY.
Now, the problem I'm experiencing with the crib is its chipped. The paint and wood itself is off. As you can tell by the pictures. I feel that the crib shouldn't be made so cheap to where it poses a health hazard for my child. That should be covered under normal wear and tear. How would you feel if you walked into your kids room and saw paint ships and wood ships all over his face.? That to me is a health hazard. I believe that a product that is made especially for baby's/kids should be able to with stand normal wear and tear. I bought this product to last till it turns into a full size bed. And I feel that I don't even want the product anymore if it can't be replaced, because I don't know what else might so wrong with it and it not be covered.
     
Read 1 RepliesAdd reply

User Replies:

Alain on 2011-10-09:
Since this is a safety concern, you can contact the Consumer Product Safety Commission about this at (800) 638-2772 [hotline] or (301) 504-7923 [general number] and see if they might have some advice for you on how to proceed with this matter.
Close commentsAdd reply
Worst Customer Service Ever!
Posted by on
I bought a $430.00 water slide from Toys R Us in Westland, MI. and was NEVER told it was "buyer beware" and 0% customer satisfaction. This piece of JUNK slide isn't worth $20.00 was ripped when we took it out of the box. I called the Westland store and talked with their manager "Kristy" and she said that they have a policy that they do not accept returns on "seasonal items". This includes the VERY expensive slides! Gee, I wonder why? Maybe because they were not worth anything and Toy Quest, the manufacture does NOT stand behind these products either, so perhaps Toys R Us was sick of being stuck with all of these defective slides?? I spoke to 6 Toys R Us "customer service reps" and 5 out of the 6 were SO rude and one woman actually hung up on my twice!

When I was originally talking to "Kristy" and I told her that I would have NEVER bought that slide knowing that they did NOT stand behind the quality of it. They never informed me of this and it was NOT on the receipt. She said "it's posted in the store". Um, OK, yes I walk around Toys R Us with my "patient" 8 year old reading all the signs that I think "may" apply to what I am buying? Seriously? She said there were no refunds on these slides, period. Not from Toys R Us and not from Toy Quest. She told me that I had to contact Toys R Us and they would "review" the "damage". I told her how infuriated I was and she told me, "I don't know what else to tell you." So, I called Toy Quest and I had to take all of these different pictures and they said it was "cosmetic" and sorry, but we were had to repair this "damage" on our own and my request to exchange the $430.00 piece of junk slide for a new "non defective one" was denied. I am in the process of composing a letter to the CEO of Toys R Us. I will NEVER shop at their store as long as I live and I want everyone to know that they do NOT stand behind the products they buy!

So now I have to do a "patch job" on this $430.00 LEMON that I am apparently stuck with because the "buyers" at Toys R Us will by whatever product, do not care about the quality, doesn't "force the hand" of the manufacture and does NOT care about you the second your credit card goes through and you walk out of the store. I recently found out that Walmart sells these slides, but also "gladly" takes them back if you are not 100% satisfied. Gee, where am I going to buy toys from now on??????
     
Read 2 RepliesAdd reply

User Replies:

Dneecy on 2011-07-11:
All large water slides sold at Toys R us has it in large print on the box that if it's opened, "do not return to store", you must contact manufacturer. It's actually printed on the top of the box where you open it, so you can't miss it. This is printed on it from the manufacturer (not the store) and is THEIR rule, also not the stores. The manufacturers will not credit the stores back if they go against the rule. This message is as well on the same slides sold at Walmart, Uncle Bob's store, etc.. Personally, I would never buy anything that had such a warning label on it. Count yourself lucky that it was only patchwork needed. These pool/slide companies are not customer friendly at all.
melissa on 2011-12-29:
The picture on the build a box which is how the slides are sold. Also has a disclaimer stating that the slide is non refundable.
Close commentsAdd reply
Way to screw a customer!
Posted by on
WESTMINSTER, COLORADO -- I recently purchased a crib for my baby on the way. I ordered it, paid for it, chose the store to have it shipped to for pick up (since the "free" shipping is only 20 dollars off the total shipping cost, and why WASTE 130 dollars, after the discount, on babies r us when you could buy something important and needed with that money?) They took the money from my account, and the next day sent me an email saying they canceled my order because they didn't have the product I just ordered and PAID FOR. They also informed me id have to wait 7 days for my money to be returned, even though the email they sent me clearly stated I "would NOT be charged". To any mother to be who is nesting knows how frustrating it is to order what you want, expect to get it, then to be let down and not get it. But then to not be able to purchase another crib right away because babies r us has your money and is making you wait to get it back because of THEIR MISTAKE, that's just unacceptable to me. I don't have thousands of dollars lying around for me to purchase lord only knows how many cribs while all my canceled orders funds are waiting to be returned to me, which are being sold even though they don't have the product, until I finally order a crib they ACTUALLY have. I've had too many bad experiences with babies r us, I've contacted them many, many, many times and no one ever responds when I have a problem. Their employees are rude and about as helpful as a rock. This incident with the crib was my final straw, I refuse to ever set foot into a babies r us/Toys R Us as long as I live. Id also like to mention I found the same crib for less money and COMPLETELY FREE SHIPPING to my home from diapers.com.
     
Read 21 RepliesAdd reply

User Replies:

Ytropious on 2011-02-22:
There is no such thing as buy online and have it shipped to store. TRU has buy online pick up in store, but it's for items already in stock at the store. Sometimes inventory is off OP. Maybe the crib is in fact at the store, but it's the floor display and it's less than perfect. They don't want you going home with a crappy crib so they canceled the order. Mistakes happen. Try shopping at the store for in stock cribs. You can also order an online crib in store and have it shipped to your home, or in some cases the store. It's called a GFS order, but it has to be processed by someone at the store, not by a customer online.
biomajor on 2011-02-22:
Your card probably wasn't really charged, but a pre-authorization hold was placed on the funds.
kristaloveskeagan on 2011-02-22:
When you pick a crib online, you buy it before it gets sent to the store for pick up. I entered my information and my card number and the money for the item was taken out of my account. I was sent an email saying to go to the store to pick up my crib from the store when I was sent another email saying my order was ready for pick up. So yes, I bought the crib online and it was supposed to be SENT TO THE STORE. And before I ordered online I looked at the cribs directly at the store and the guy told me they didn't have any at the store, id have to order them and then they would be sent/shipped to the store in 7 to 14 days. Thanks.
kristaloveskeagan on 2011-02-22:
My card was charged, the amount was pending first and then went through and the money was taken out.
PepperElf on 2011-02-22:
contact your credit card company to complain about the slow refund policy?
SteveWiginowski on 2011-02-22:
I think the reason that they say it takes 7 days for a refund is because they have to make sure that the purchase goes through before giving a refund, which can take a couple of days. It may say it's on your account, it may not have hit their account yet. Then, once it hits their account, they issue the refund, which again may take a few days to show back on your account. They wouldn't want to issue a refund right away only to find out that the original transaction didn't get posted to their account.
PepperElf on 2011-02-22:
good point...

another thing you might want to do is ask them to send your bank - or credit card company - a fax stating that they aren't going to take the money.

I had to do that once... my bank finally issued me a temporary credit so I could utilize the funds
kristaloveskeagan on 2011-02-22:
That is a good point, obviously they wouldn't want to refund someone money when money was never taken out to begin with and they can't do anything if their account hasn't updated with my charge to begin with. However my charge went from pending to actually having gone through and I still don't think its acceptable for them to let you purchase something when they really don't have it. For a company of their size id expect them to have a better system and a better way to manage the product they do and don't have.

I did call them about getting my money back sooner, they asked for my card number and my banks number while they put me on hold to talk to my bank and the response was still that I had to wait up to 7 days for the money back
Ytropious on 2011-02-22:
"When you pick a crib online, you buy it before it gets sent to the store for pick up." Are you sure? Honestly TRU only has items shipped to the store if they order them in store. I even went and checked the website and picked any crib eligible for store pick up and entered your zip code just to be sure. They are NOT shipping from a warehouse to the store, they are selling you something that it supposed to already BE in stock at the store, then you pay online and pick it up there within 2 hours. I'm sorry OP, you just misinterpreted what you were doing. Trust me, I'm right. Buy online/Pick up in store is NOT the same as them ordering it in the store and having it sent to store. 2 completely different beasts.

http://www.toysrus.com/helpdesk/index.jsp?display=product&subdisplay=info
kristaloveskeagan on 2011-02-22:
Well sorry, I don't think you're right. Walk into a babies r us, most, if not all, of their cribs have a sign that says "ORDER TODAY, READY FOR PICK UP IN 7 TO 14 DAYS" and that is IN STORE. The products they should have on location. The guy I spoke to when I walked into the store to buy a crib said they didn't have a SINGLE CRIB in their store, they all had to be ordered. He said you buy it today and we will let you know when it arrives at the store. Again, because there were NONE at the store. They ALL needed to be shipped/sent/brought in to be sold. Again, I was to order online and it would be sent to the store according to the website as well as the people I spoke to at babies r us. Which is exactly what I did.
kristaloveskeagan on 2011-02-22:
And yes, when you order a crib online in order to complete your order (whether its going to your home or the STORE) you need to purchase the item. Which means entering your name/address/credit card information. Then the transaction is then PENDING until it goes through, which means until it is shipped (to the store or your home). My transaction was pending, then processed, then they canceled my order. After the money went through. You can't just say "I want this crib" and then pick it up and give the people at the store your money when they get it for you.

The confirmation email says your order will be ready in two hours if you placed it during business hours but not close to closing. However, on the website, with different products, the time in which they are ready to be picked up varies! Even the cribs IN STORE, like I mentioned, say you can order and pick them up in 7 to 14 days.
Venice09 on 2011-02-22:
This is why it's always better to use a credit card. That way no one has access to your money. I too would be annoyed if money was taken from my account before the merchandise was shipped. I wouldn't do business again with a company under those conditions.

Very helpful.
Ytropious on 2011-02-22:
No OP, you still don't understand. The stores do have in stock cribs, just not nearly as many as can be special ordered. There are 3 types of cribs. Ones in store now, which can be bought at the store, or you can do the buy online pick up in store. There are special order cribs, which can be bought online and shipped to your house for a fee, OR you can go to the store and have them GFS order it for you to be sent to the store for free. 3rd type is online only, which can ONLY be purchased online, and they can't order it for you in store. Trust me OP, I worked there, I know. You're still thinking the crib you ordered online was going to be SHIPPED to the store, which is simply not true. It was supposed to be there all along.

You chose a crib that was in my first category, cribs that are usually carried in store, and can be purchased online and picked up within 2 hours at the store. If you don't pick it up in 2 hours it gets held a maximum of 3 DAYS before the order is canceled. It sounds like their inventory was off, which is why it was canceled. To remedy the situation they are offering you a GFS order, which is for THEM to order the crib and have it sent to their store. Again, these are 2 different beasts. It's easy to get confused. There is 100% no way a customer can order from the website and have the item be shipped from the warehouse to the store. It DOES NOT EXIST. The store employees can do it, but you can not.
Ytropious on 2011-02-22:
Here's an easy to digest way of putting it:

Buy Online/ Pick Up In Store:
Item is ALREADY AT STORE (or supposed to be, but inventory problems do happen)
You pay online to skip the lines
Pick item up as early as 2 hours, item is held a maximum of 3 days before order is canceled.
Nothing is ever shipped from warehouse
Can be done by customers at home

In store/GFS order
Item is ordered by an employee IN STORE because it is out of stock/special order
Pay in store right then with employee ordering for you
Item is shipped to store within 7-14 days from the warehouse
You come pick up item that you paid for 7-14 days earlier.
Can ONLY be done IN STORE and by an EMPLOYEE

SEE THE DIFFERENCE NOW?
kristaloveskeagan on 2011-02-22:
I understand what you're saying but the store didn't have a single crib there to be taken home that day, much less within two hours. And not just the crib I wanted, they didn't have any crib in any style and/or color at their store. they said it would take 7 to 14 days for the crib to, whatever way possible, make it to their store. This went for all the cribs they had, not just the one I wanted. I made sure to ask. When I ordered online they let me put my credit info in, the money was then pending in my account which later went through, as in no longer pending and taken out. After this, my order was canceled, which is my whole point/problem. They should have never allowed me to enter my credit info for an item they never really had. A company of that size should have a better, more effective, way of updating their merchandise. Because of them being unable to update their products properly, I'm now waiting around for my money to be given back to me over something that is their fault. Its annoying and I don't want to do business with a company who will allow you to purchase a product they don't have. My money should have stayed pending and it should have been left alone when they canceled the order, rather than taking my money out and then saying "oh yeah we don't have what we just took your money for, oops!" That's my point.
trmn8r on 2011-02-22:
Venice - that is my thinking. I love the cases where my CC is debited, then refunded, and it never comes anywhere near my checking account. And none of this "preauthorization" stuff is apparent to me by the time my bill rolls in. Between that and only having one transaction a month out of my checking account, it can't be beat. Different strokes for different folks. As you well known, not everyone is a fan of CCs.
Ytropious on 2011-02-22:
"I understand what you're saying but the store didn't have a single crib there to be taken home that day, much less within two hours."

That store has some bad inventory issues then. The store location should never have been available for buy online/ pick up in store. At my locations we at least had SOME cribs available in store. I don't disagree with the rest of your point, it sucks they have to hold your funds for 7 days for whatever reason. If you really want that crib you can always head into the store and have them order it for you. You can even pay in cash if you like so it doesn't happen again.
Anonymous on 2011-02-23:
Buy in person. Pay cash. You will ALWAYS know what you're getting:)
Riverhawk on 2011-06-08:
Let me say this when BRU stocks the amount of cribs the do the stores don't have the room to stock all the ones on display, so where do they stock at there warehouse. Now they could cut back to half the choices so when you come in to shop for a crib it'll be an in store stock item, but then you'd only have half the choices you have now. I've found customer's for the most part are the most condescending,demanding, inmature people I've ever dealt with , most need to stop at the Infant Care Dept a buy a pacifier to suck on while they shop.What most customers do in a store if that store's employees did the same in your home you'd kick out the front door with a foot in their rears and tell'em never come back.
Yt on 2011-06-08:
"most need to stop at the Infant Care Dept a buy a pacifier to suck on while they shop."

This is the greatest comment ever made on this website hands down!
sunshine on 2011-08-11:
1. OK the ordering process is very simple.

Get It Now - Item is in stock, take it home that day.
Get It Fast - Order item in store (via GFS) and it arrives in 7-14 days
Get It Special Order - Items like conversion kits, armoires, nightstands. Take 10-14 weeks.

2. If you order anything online, it is coming from a different warehouse than the store. You WILL pay shipping. And if you return it, you ONLY get store credit.

3. If you do "buy online, pick up in store", if we cannot complete your order, you get an email. Call the store prior to placing the order to make sure it's there. This is especially true with furniture. Yes, we have a crib in stock, however, it's the FLOOR MODEL! We are NOT permitted to sell a display crib (please stop asking) as we are sent a Do Not Sell display model. And many of the stock rooms are nowhere big enough to have a lot of in-stock items.

Close commentsAdd reply
When expecting baby do not expect to be treated nicely at babies r us
Posted by on
SOUTH PORTLAND -- My finance and I are 5 and a half months pregnant we received our tax money early excited to prepare for our baby girl. We had gone into babies r us at 2 months pregnant and found the stroller that would be perfect. We had received a flier, the baby trade in flier which had a 20% off coupon on the cover that did not require a trade in. We went into babies r us on a whim filled with excitement we wanted to buy the stroller travel pack by chiccos. I did not have my flier with the 20% coupon however I work at Macys and know how important customer service is so figured that wouldn't be an issue. We spoke with a manager and asked him to honor the coupon we did not have it with us but were excited to spend 300 dollars on our first big baby item. The sales associate said no and recommended us to look a coupon up on a mobile phone which we do not have so we spoke with a manager. The manager had no sympathy or excitement instantly turned us away no apology no smile just a simple no can't help you even if I wanted to. Reading reviewsx online I have mothers saying their local babies r us has fliers at the store not a problem. It extremely hurt my feelings to be so excited to buy this big purchase, one of MANY TO COME!!! Turning us away was a terrible mistake considering the amount of items we will need to purchase in the future. I am a specialist at Macys and have manager override abilites if a customer has forgotten her coupon it is my judgment to suplly the coupon which I do almost everyday to please our customer. Such an important event I as a manager would have congratulated us honored the coupon and asked if there were other items we needed or just wanted toknow more information about. Babies r us did not care to look at building a relationship now and in the future with my fiance, myself and the baby they simply based their decision on a 20% profit. We were able to find a 15% coupon online but that upsets me more knowing the manager would have simply given us an additional 5% off totaling about $20. We called Target and Target was pleased to honor any pricing from babies r us as long as a flier was present. Our business will go to Target. I did cry after leaving babies r us so sad not to leave with a smile and stroller travel pack but I'll simply take this experience as a learning lesson on my travels to becoming a manager and never wanting a customer to be as upset or embarrasssed as babies r us made me feel today.
     
Read 15 RepliesAdd reply

User Replies:

Anonymous on 2011-02-17:
This is precisely why I love to shop at Fred Meyers for almost everything I need. I never clip coupons, never bring store ads with me, and rarely remember to go online and load coupons onto my rewards card..but without exception, every time the cashiers will pick up the copy of the weekly store ad they keep at the register and scan any items I buy that will get me a discount. I suggest you take your business elsewhere..I know others will say too bad you forgot the coupon it's your fault, but you are absolutely correct, they can and should make the exception..it's what customer service is all about. Good review
b1ackm8tal on 2011-02-17:
I understand your frusteration, and I mean no offense by this, but wouldn't Target be no better than Baby's 'R Us, seeing as they also required a flier? I don't see why you would swear off one store when the other has the same requirements. The only difference is you were given warning beforehand that you need to bring the coupon along, thus making the trip worthwhile.
Venice09 on 2011-02-17:
I agree, b1ack. I didn't know that Target price matched or that Macy's honored missing coupons. I'll keep that in mind the next I'm in Macy's without a coupon.

The manager said he couldn't honor the coupon even if he wanted to. Perhaps that is true. Just because Macy's does it one way doesn't mean all stores do the same. I wouldn't hold it against them. Also, you can't expect a BRU manager to be excited because you are pregnant. He probably sees so many pregnant woman on a daily basis that it is second nature to him. I wouldn't hold that against the store either.
yoke on 2011-02-17:
Macy's is the worst for customer service. If you do not have a Macy's Credit Card you do not get the discount. You needed the coupon for the discounted price, that is the rules, just like Macy's you need to have the card that is the rules. Would Macy's allow a non card holder the discount that states Macy's card only, NO! Trust me I have tried it at Macy's and that is why I refuse to shop there.
PepperElf on 2011-02-17:
good point yoke.

it sounds like the OP wasn't an exception to the rules


I wonder if the OP told the store about how she would have handled it at her job...
Venice09 on 2011-02-17:
Kohl's has the most lenient policies, but even they require the coupon and Kohl's card to get the discount. These stores can't just give stuff away based on the customer's request. Where would they draw the line?
Anonymous on 2011-02-17:
But obviously stores can do it. If was a store and I had an ad for 20% off an item and a customer forgot to bring in the ad, and they were going to take their business elsewhere if I didn't honor it, what decision should I make? Hold my ground and lose a customer, or give them the discount that they would have received anyway with the coupon and know I'd probably just made a customer for life? I choose the latter. It's one of the reasons I go back to FM..even though they don't always have the lowest prices, I know they appreciate my business enough to give me the weekly ad prices even when I forget or don't care enough to bring them myself.

Also, coupons are different than store credit cards so I don't see how that is relevant at all.

Bottom line, this review is just another good example of poor customer service.
momsey on 2011-02-17:
That's crazy that someone would expect a store to give $60 off an item on the word of someone. What's to stop you from going in the next week and then using the actual coupon? We're not talking a few bucks here. It's nice to ask for an exception to be made, but it's very unfair to complain when they don't do you a favor.

Go home, get the coupon and come back and make your purchase!
PepperElf on 2011-02-17:
momsey - ba.

and an excellent point about 'reusing' the coupon.
Anonymous on 2011-02-17:
Ya'll are too cynical, lol. I seriously doubt there is any sort of baby stroller scam going on.
Venice09 on 2011-02-17:
Just, she could use the coupon on something else. If it's one per family, that would be wrong. As momsey said, it's not a matter of a few bucks. It's a substantial amount of money.
PepperElf on 2011-02-17:
jc - a stroller scam no.

I do disagree about "service" however. the OP received good service in that the employees were able to find her a similar coupon for a sale price.


Good service does NOT mean "give in to all demands"
if it does.. I'd like to know which macy's the OP works at. I believe I have a flyer here for 90% off. I'm sure the OP will give me good customer service and grant me that discount, even if I don't bring the flyer in.
Anonymous on 2011-02-17:
I agree Venice, but I also think that's one of the drawbacks of being a regular member here and reading complaint after complaint after complaint...pretty soon we get jaded and start to blame the customer in almost every scenario. I just think that when it comes to store ads like this one, the store could make the decision to do an exception. My guess is most customers don't forget their ads so even if there was some risk in the customer getting a double discount at the end of the day, the bigger risk is losing a life long customer that will probably spend many more dollars at BRU over the long haul.
Ytropious on 2011-02-17:
A lot of times the store ads do not include the coupons that are in newspaper ads. The ad in store is usually the same on available online, which doesn't always include coupons. Unless they have another one of those coupons in store they CAN'T just magically give you the discount. They need the number off the coupon. Why you continue to compare to Macy's I don't understand, Macys policies are no where near the same as most low on the totem pole retail establishments like Target, Walmart, and TRU. They don't look at "building relationships" because it means nothing to 99% of the population that will shop wherever's cheapest. If Target had the coupon you'd be buying there! There's no guarantee that giving you that discount would make you shop at BRU and only BRU.

Also there is an event at BRU right now where you trade in any old junky stroller or high chair or whatever and get 25% off one baby item. Just go get yourself one from goodwill and get an even BETTER discount.
danny54 on 2011-02-18:
It could also be that BRU has a bookkeeping policy that they have to account for all the discounts they give. I'm just guessing, but it's possible they have a special button on their cash register and it would probably show on the reports how many discounts were rung up and they'd need the coupons to back them up.
Close commentsAdd reply
Top of Page | Next Page >