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172 Reviews & Complaints
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Free Shipping Not Honored and Membership # Not Accepted
Posted by Steveedgar on 12/05/2012
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.
     
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Babies R Us doesn't honor its gift cards, sells old merchandise as new
Posted by Whoknowsth on 11/27/2012
Three problems:
1) Babies R Us quietly expired my baby daughter's gift card after 1 year, even though the card has no expiration date. They tried to take away my baby daughter's present, instead of letting her use it.
2) Even though car seats are not supposed to be used past 6 years after they are built, Babies R Us sells seats that are 1 1/2 years old as new. That means that you lose 25% of the useful life of the seat. Both my local store and the Babies R Us Website sell models from the spring of 2011, even though it is now the end of 2012. The 2012 models that they should be selling, have new safety features that the old ones don't.
3) I called Babies R Us over an hour ago to complain, and am still on hold. They obviously don't care about their customers.
     
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Posted by At Your Service on 2012-11-27:
According to HealthyChildren.org, one should, "never use a seat that is more than 10 years old." As such, I don't think the 1 1/2 years is really a great length of time and definitely not 25% of it's useful life. It is a good point to be made aware of though.
Posted by Anonymous on 2012-11-27:
If the carseat hasn't expired, they can legally sell it. 1 1/2 years past manufacturing date still leaves plenty of time for use. Carseats expire in 6-10 years. That doesn't mean a retailer has to stop selling carseats that were manufactured 1 1/2 years ago. Past models are almost always sold at a discounted price. They don't usually sell them at MSRP. So no your not losing any value. And again, the carseats are safe to use and far from expired.
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Poor, Poor Customer Service
Posted by Buchon72 on 09/06/2012
CORPORATE OFFICE/ WEBSITE, CALIFORNIA -- Used Toy R Us website and selected in store pickup option. The location listed stated it was 23 miles from me. After I placed the order I found out the store was actually an hour and ten minutes from me. Things really got frustrating when I tried to cancel my order 10 (yes 10) minutes later. Toys R Us would not bend, dispute the erroneous information on their website. They told me they had anywhere from 5 minutes to an hour to cancel my order. I was 5 minutes too late! What about the hour? I was given some nonsensical answer that since I was in California and the call center was in Oklahoma... It was already an hour later there. What? Then I called again to see if my husband could pick up the order. Again, Toys R you would not bend. The answer I received again and again was "this is our policy". Since Iade the order only I could pick it up. How inconvenient is that? I will stick with Amazon next time - they actually treat their customers like they matter!
     
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Posted by Skye on 2012-09-06:
Why won't they let your husband pick up the order?
Posted by clutzycook on 2012-09-06:
You have to designate a pick up person if you aren't going to do it. They also have to have the emailed receipt. Odds are that since the OP intended to pick it up herself, she obviously didn't designate her husband. Odds are they wouldn't let her make a designation after the order was placed and she realized the error in store distance.
Posted by Anonymous on 2012-09-06:
I could be mistaken but I think the reason her husband can't up the order is because it is in her name and it has already been paid for. They require a photo ID when you pick up the order. You would think they would have some way to bend the rule though, such as having the OP fax her ID & a note acknowledging her husband can pick up the order on her behalf.

OP, are you new to the area? When they give you the nearest location, it gives the name of the city. How did you not realize it was an hour away? As far as canceling and the excuses you received, that is definitely poor customer service.
Posted by CrazyRedHead on 2012-09-07:
It's not nonsensical, it's called a time zone. I have a lot of dealing with the eastern time zone and I live in the central time zone. If I don't pay attention to the time in there zone, which is an hour ahead of me, I'll miss them and have to try the next day. How is it poor service if there holding to there operating policy?
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Worst online experience
Posted by Phoebe_osman on 09/05/2012
ONLINE, NEW JERSEY -- I mailed the below letter to Toys R Us today.


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

To Whom It May Concern:

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

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

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

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

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

Sincerely,

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

Did you pay for expedited service/2 day shipping?
Toys R Us doesn't guarantee delivery by a certain date. Why did you wait until the last minute to place the order? You knew you were cutting it close. I'm sorry but I don't see this as any fault of Toys R Us. Most businesses require 1-2 days processing time. You should of ordered sooner.
Posted by CowboyFan on 2012-09-06:
If the child has tear stained face, its because the OP did not order in time. Ordering on Tuesday, is not sufficient time to get something by Sunday, unless one is willing to pay a lot extra for shipping, etc. I would not ever assume that an order is going to be shipped on the date of order, but expect their process will take a day or two before shipping occurs. Then with overnight service, the Op might have got it on Friday or Saturday, but that's cutting it close.
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Worst online purchase experience! MISLEADING AND A SCAM
Posted by Jennyytchan2 on 07/06/2012
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
     
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Posted by 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.
Posted by 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.
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Conversion Cribs-Kits Never Available
Posted by Revusup on 04/14/2012
SARASOTA, FLORIDA -- We purchased a crib from Babies R Us, conversion to toddler bed and full is available. That is all we were told. Low n' behold what they left out was, this is an exclusive crib to BRU only, special order comes from China or Japan, and they will not take your order for conversion kit until it is in stock in Babies R Us warehouse and then it still takes 10-15 WEEKS, yes WEEKS, even though manufacturer has them in stock and says it goes out 3-5 days after BRU orders.

We have now waited over 7 months for these rails and now our child has outgrown her crib and has no bed of her own due to waiting on these rails and cost over $200 for just the rails. Meanwhile, they no longer make the crib!!!!!

I would NEVER purchase again from Babies R Us. We call BRU and all we get is attitude and excuses.
     
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Posted by Anonymous on 2012-04-14:
Why can't you get them from manufacturer? Or better yet, just go to a mattress store and buy a frame? My daughter's crib was a BRU exclusive and we could of bought the conversion kit from the manufacturer but it was cheaper and faster to just buy a frame from Mattress Discounters. The crib should of come with extra hardware, as long as you still have it, you can use any frame.
Posted by Toys"R"Us on 2012-04-18:
Hi. We’d like to try to help. Please email guestservicessocial@toysrus.com with “Bed Rails” in the subject line. Please also included your full name and phone number where you can be reached, and we will reach out to you.
Posted by madconsumer on 2012-04-18:
thank you Toys"R"Us for assisting with consumer issues on our site. i know they appreciate it!
Posted by Gina on 2013-07-27:
They do take your info and call you. However, they only call to repeat the same line of garbage. Lifetime crib my rear...
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Delivery to my driveway only
Posted by Jazminbudge on 03/12/2012
TORONTO -- I have ordered some nursery furniture. I am told by the delivery company that they only deliver to my driveway or garage. They do not bring the furniture inside my house, rain, sleet or snow. When I phoned customer service they said they knew about this policy and that there's nothing they can do to help. Customer service supervisor also told me that she didn't know of a company that would bring it into my house. I then told her of at least five other furniture companies that not only bring it in but also some that will assemble it for you. I paid $115 for this delivery and I'm going to have to either pay friends or hope they will do it for out of courtesy to come and help me bring it inside. Also arrange that they come the same day as the furniture does in case it rains or snows. I am 9 months pregnant and cannot lift something this heavy. I have spent over $3000 dollars here and would never buy a high priced, delivered item from there again.
     
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Posted by Anonymous on 2012-03-12:
From the BRU website:

How Are Oversized Items Handled?
Some heavy or oddly shaped items must be shipped alone using a freight trucking company. Usually, oversized Items arrive in 7-14 full business days after leaving our warehouse. Business days are Monday thru Friday, excluding federal holidays within the United States. Some larger and heavier items can only be sent via ground freight, and it's important to note that the freight trucking company is not responsible for unloading the item from the truck, or carrying the item inside. Since the item is likely to be heavy and large, we recommend that you have someone with you to help you unload the item. If you are sending this item as a gift, please include the recipient's phone number so the recipient can be contacted in the event the delivery needs to be scheduled.

http://www.toysrus.com/helpdesk/index.jsp?display=ship&subdisplay=shipping#delivery
Posted by andbran on 2012-03-12:
you should always read the rules before ordering from anyone.
Posted by SteveWiginowski on 2012-03-12:
I've had furniture companies bring items inside my house and assemble them, but Babies's R Us is not a furniture company. I had Kohl's deliver the glider to my house, but there was no mention that they would bring it in my house or put it together.

When I purchased the crib, it says on the box that it is a two person job to carry. TRU/BRU was nice enough to help me load it into my car. To get it out, my wife helped put it in the garage, then my uncle (at a later date) helped me bring it into the babies room to be.

My recommendation would be to see if you contact a moving company who will be able to assist you with getting the items to where you want them and assembled.
Posted by Venice09 on 2012-03-12:
"Customer service supervisor also told me that she didn't know of a company that would bring it into my house."

I'm not sure what the supervisor meant by 'company' but any furniture store would do that. I guess BRU is not the place to buy furniture if you need it brought into the house and set up. Good to know.
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Rewards "R" Us Blackout Period
Posted by SteveWiginowski on 02/15/2012
Since my wife and I are expecting in March, we decided to do a baby registry at Toy's R Us. When we signed up, they informed us about the Rewards Card for Toy's R Us/Babies R Us. They said that any purchase we made using our card and that any item purchased that was on our registry would earn us points. For every $150 spent, we would get a $5 gift card in return. It sounded like a good deal, so we signed up (for free).

This past weekend was my wife's baby shower. Many of the items on the registry were purchased (and we also purchased quite a few bigger items in case the baby came early, so that we would be prepared somewhat). When we got home, we decided to look at our Rewards points online. When we looked at it, we saw that we had much fewer points than we expected.

After doing a little more research, we came to find out that any purchase made between December 25th and January 31st don't count towards the rewards. So since we are having a child in March and the shower was in early February, we won't be getting much of the rewards that we anticipated.

I wish this information was told to us when we signed up, but I'm hoping that me relaying this information will help people in the future. I do plan to call up Toy's R Us to see if we are able to return the products (at least the ones with gift receipts) and then re-purchase them (so that we can get the rewards points).
     
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Posted by Inat on 2012-02-15:
and those 'rewards' expire pretty quickly too - i cant remember the exact guidlines but my wife was complaining about how many we lost to expiration. She made it sound like it was 60 days
Posted by tnchuck100 on 2012-02-15:
Why can't retailers just price things reasonable and forget the gimmicks? The complexity of administering the gimmick program is an additional corporate expense that is ultimately passed on to the customer that does not participate or fails to jump through the proper hoops in time to benefit.

WAKE UP AMERICA! Cut the gimmicks!
Posted by Churro on 2012-02-15:
Toys-R-Us is on of *those* companies I truly dislike and now I got yet another reason to dislike them. I honestly don't know how they stay in business.

Outstanding review Steve. Perhaps you'll save somebody else a lesson learned. I look forward to hearing the good news of your march madness :).
Posted by lexophiliac on 2012-02-15:
Marketing gimmicks work. They entice you to buy, buy more, buy more often, and buy quickly - using several proven techniques to get customers to purchase more products and services. While the consumer is buying, they're laughing, all the way to the bank because they know the odds are in their favor that people will forget about, won't use, lose, or not meet requirements of the incentives.
Posted by SteveWiginowski on 2012-02-15:
I worked at a TRU in high school/college, so I do like them. Having a blackout on earning rewards points didn't make sense to me, at least not this time frame. I'm not sure what is so special about the time frame after Christmas that they decide not to allow anyone to earn points.

Inat, I do remember hearing how the rewards expire quickly.

I actually have to take back the stroller that we purchased since they didn't remove the security latch on it. I tried to cut if off, but that didn't work. I'm hoping that they don't think I stole it (if I can't find the receipt) when I go to get it removed.
Posted by Ponie on 2012-02-15:
I will ass/u/me these 'rewards' are similar to the Extra Bucks CVS issues on some purchases. I never buy from them based on the 'after Extra Bucks' price. If I need the item, I'll buy it. If I happen to be at CVS within the expiration period, I'll use it. But otherwise I don't fall for these gimmicks.

In your case, Steve, I'm sure you'll make use of these promised rewards. I hope you can find that receipt. Congrats on the baby. I won't say 'new' baby since I've never seen anyone have an old one. :)
Posted by Anonymous on 2012-02-15:
What a horrible "rewards" program. Just another anti-consumer company. Who needs them?

Oh, congratulations, Steve!
Posted by CowboyFan on 2012-02-15:
The information is clearly set forth on the store's website, indicating these rewards are only for specific promotional periods and that there are no points from December 25th to January 31st (I would think that is because they do not want to give rewards points when they are having after christmas sales.)

There is also a limit of $20.00 in rewards per month and $60.00 per quarter. So at most, the OP only lost $20.00 in rewards, even if $600.00 in purchases were made during this period and none counted.

Realistically, this reward is 3.3% of the purchase price. While it is nice, it certainly should not be a factor in purchasing decision. My theory is that, if it isn't worth to me without the rebate or reward, it is not worth it to me, because the problems there always seems to be with these.
Posted by SteveWiginowski on 2012-02-15:
CowboyFan, this is a case of employees informing customers of one thing, but having another happen. All of the restictions are things that customers would want to know when signing up for the rewards. The blackout period and the restriction on how much in rewards can be gained are two important things that should be discussed.

I'm not that mad because we would have purchased the items anyway, but this is something that people may want to know prior to registering with TRU/BRU (or even if they have a rewards card).
Posted by CowboyFan on 2012-02-15:
The questions is: If you had been told by the clerk about the limitation, would you have signed up anyway, and would you have made your purchases at the same times? I would think for most people, the minimal rewards make little difference in their decision making. It would be nice if the clerk would more fully discuss the restrictions of the program, but most of the time the clerks either do not know, or do not have time to discuss it in full. Congradulations.
Posted by SteveWiginowski on 2012-02-15:
If I had been told at that time, the timing of my purchases would have been different. I do know that I made around $600 worth of purchases from Christmas to NYE.

The person who signed us up with the rewards and registry was working with us for around 45 minutes, explaining many parts of the registry and rewards, but didn't go over that portion of it.

As far as the shower items purchased, there's not much that can be done about that. I do know that many March babies have mothers (since my wife is on a message board for March baby mothers) who are quite angry about not getting rewards for any purchase made during that blackout period.

It's not a game changer, but worth making people aware that these restrictions are there.
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Never EVER, EVER, AGAIN! Not one penny...
Posted by Gibboy3 on 01/16/2012
LIMA, OHIO -- We bought a rc helicopter for our 9 year old son for Christmas from the Toys R Us in Lima Ohio. He also received one from his grandparents (honestly a better one) so he decided he wanted to keep the one from his grandparents and return the one we got him from Toys R Us...I had already opened the box for the helicopter, but only to install batteries in the remote for Christmas morning...you have to remember, I didn't know his grandparents had also bought him one. When we took the helicopter into the Lima store to make the return (with the receipt ), I was completely shocked and blown away when the extremely rude employee informed us that they would only return it for the exact same one because we had opened the box!!!!!!! What???? It was never used, at all!!!! I thought if I explained the situation, I would surly make her understand, but NO. I asked if this insane policy was posted clearly where customers would know, and she turned and pointed at the sign that is hanging behind the customer service desk. And there it was, in small print. I stated that it should be where the helicopters are sold, so you know the policy before you buy from there!!! So, so, So, disappointed in the character of this store. Tgey will never get another penny of our money. Never.
     
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Posted by trmn8r on 2012-01-16:
I saw a similar complaint about a helicopter bought from Brookstone, I believe. In that case, I think it didn't work and the customer wanted a refund. All they could do was get a warranty repair or replacement, as I recall.

The moral of the story appears to be if you buy an rc helicopter, you better want to keep it if you open it. I'm not totally against this policy - it is opened and considered used at that point. The policy should be advertised if it differs from other items at the store.
Posted by Nohandle on 2012-01-16:
Unless it was discounted deeply I wouldn't consider purchasing something in a box that had been opened since my first thought would be if there was a problem with that item. I don't think its feasible to expect a sign over all products (which you DID NOT state) that that particular product could not be returned if opened. Thank you for your review. There's no telling how many members have learned because of your experience.
Posted by MRM on 2012-01-16:
These remote helicopters never work. it always crashes. Does anybody have any tip to keep these helicopters in the air for at least 10 seconds!
Posted by biomajor on 2012-01-16:
Try a different heli. The syma s107 works well. It has a gyro. I have bought 4 of them now and they all fly
Great!
Posted by MRM on 2012-01-16:
Thanks for the tip, Bio!
Posted by clutzycook on 2012-01-16:
MRM, normally I would laugh at a grownup playing with something like this, but my 23 year old brother just got a Rc snowmobile for Christmas, so I guess we're all just kids at heart. :-)
Posted by biomajor on 2012-01-16:
I agree clutzy!!! All 4 of the helis that I bought were for adults! They are 22, 36, 40, and 43 :-) The least expensive place that I found to get them was Amazon.
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Site to Store Items Shipped Missing in Store
Posted by Azhamlin31 on 12/21/2011
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.
     
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Posted by 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.
Posted by CowboyFan on 2011-12-21:
Posted by 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.
Posted by 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?

Posted by 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 cant help but wonder why would you leave a 2 year old in a car? Unless someone was with her?
Posted by Cwazychicken on 2011-12-21:
I missed the 2 hour part...dang. I hope it wasnt cold outside (even if an adult was in the car with the child).
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