Toys R Us Complaint - Needlessly difficult return policy; lost customer
BURNSVILLE, MINNESOTA -- I bought my daughter a jogging suit at Toys R Us. We took it home, tried it on, and washed it according to the instructions. Several seams tore through in the washing process, so I took the jogging suit and receipt back to the store the next day.
The first cashier asked if I still had the tags, and called a different cashier over when she learned I didn't. She explained to him that I had a defective item, but no tags. He told me I could have a replacement only, no refund, because I didn't have the tags. When I said that I had the receipt and expected a refund, the second cashier told the first one to go ahead and give it to me. She made him use his login information to issue it, because she was afraid she'd get in trouble for violating the policy.
This policy makes sense for the return of items like electronics, software, and other high priced items. But applied to defective clothing, with receipt in hand, it is a nuisance AT BEST. I will be doing all of my holiday shopping anywhere else; I'll pay shipping from online vendors before I set foot in a store that has such a silly policy and where the employees are afraid to do the right thing.
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