Toys'R'Us Complaint - Toys'R'Us Overzealous Policies
WAYNE, NEW JERSEY -- I had an upsetting experience while trying to purchase a toy for my son during Toys'R'Us's "Cyber Monday Sale." I tried to log onto the site Monday night and it was running very slow. I suspect the traffic was just overwhelming, and it took me about a half an hour to get the item to show up in "My Cart." When I went to check out, I selected "Store Pick Up" for the shipping method and proceeded to start a payment with Paypal. I was taken to the Paypal page, but when Paypal tried to return me to the Toys'R'Us website to confirm the payment, the page wouldn't load at all. Not wanting to try it again for fear of being billed twice, I called the local Toys'R'Us on Rt. 31 in Clay. I asked if the item I wanted was in stock and was told they had "a couple" left, so I asked if they could hold one until the website could process the payment. I was told, "No, we don't hold anything at this time of year." So I asked if I could come down there and pick it up and pay for it in the store, since the website wasn't working. I was told that I would be charged full price since the sale was on "online sale" only. When I asked how this is fair, being that the website wasn't working properly, I was told I'd have to talk to the online dept. I asked if there was a phone number, and was given "1-800-ToysRUs." I called and spoke to a representative who told me they were having problems with the "Store Pick Up" feature of the site (which was not true, as it was confirmed later on that the entire ordering process was broken), and was told there was nothing they could do, but that they were extending the sale because of all the issues. I asked if there was a way that the item could be held for me until the website was running properly, and I was told, "No, but you can call your local store. They're the only ones who can do anything for you." So I called the store back and after 15 mins. spoke to the manager, Tracy. She said there was nothing they could do because "we don't price adjust." This upset me the most, because it is a flat-out lie. My family used to visit children in hospitals during Christmas; my brother would dress up as "The Grinch," and we'd give out toys to the children. We were in the Toys'R'Us on Erie Blvd. at the time, and all "Grinch" toys were on sale. My father explained our charity to the manager, and they literally price adjusted an entire register to ring up items at an extra 20% discount! My father purchased 3 cartloads of toys that day. I was so upset that I canceled my "Rewards'R'Us" membership and vowed never to shop from those stores again. Ironically enough, the nicest person I spoke to was the woman who canceled my membership, and she told me they price match other stores all the time and was baffled as to why they wouldn't price match their own store in this situation.