ToyRUs Informative - ToyRUs unwilling to cancel unshipped order

Review by N. on 2006-12-27
ONLINE WEBSITE, VIRGINIA -- I placed an order for my grandson who lives in another state on the ToysRUs website. I wanted it shipped to him not me. Other websites give you the option to have a separate shipping address entered, this one did not. I continued placing the order hoping the chance to do this would come up. It didn't. What they did offer was to discount my order by $10.00 if I place it through Google Checkout. So what the heck, I fell for it. By the time I realized this item was coming to me and not my grandson it was too late. I emailed this dilemma to ToysRUs and received an automatic reply telling me to call them. So I called them. The system was down, have to call back later. Next day I called. They verified the order was processing and not shipped, however they could not change the shipping address. So I tell them I would just prefer to cancel the order. Can't do that either. They had apologies for me, but no help whatsoever inspite of the fact that they still had possession of the order. I tried to cancel the order online - they don't let you. I have never encounter this problem. Isn't there a law that gives consumers the right to cancel in a given time period? So I am opening up a dispute through Visa. If this order comes to me I plan to refuse it and hopefully I won't have to pay the shipping.
Comments:9 Replies - Latest reply on 2007-01-08
Posted by tnchuck100 on 2006-12-27:
It is a common practice for businesses to only ship to the same address as the the card holder. This helps reduce fraud. However, not canceling an order that has not shipped? That is ridiculous. I agree, dispute it with Visa.
Posted by Anonymous on 2006-12-27:
I agree with tnchuck100, dispute it with Visa. I ordered items for my daughter (different shipping address) from Amazon, Avon, and Barnes & Noble with great success this holiday season.
Posted by Anonymous on 2006-12-27:
Noneill I agree with chuck and emt, dispute it with Visa you have the best chance with them.
Posted by rnick821 on 2006-12-27:
I don't know if I necessarily agree with tnschuck100's post. I did all of my Christmas shopping online this year...I used Amazon, Eddie Bauer, Hickory Farms, and Sturbridge Yankee Workshop. All of them had options for the billing and shipping addresses to be different. I admit that those are only 4 companies, but it's also 4/4 of the companies I shopped with.
Posted by *Brenda* on 2006-12-27:
Toys R US does have that option to ship to multiple addresses. It's on the first page after you "check out". There's a box for you to check at the bottom. I just went through the steps to make sure.
Posted by Anonymous on 2006-12-27:
I agree with rnick in this case.
Posted by Anonymous on 2006-12-27:
Posted by Anonymous on 2006-12-27:
I guess your grandson did not get a Christmas gift from you this year.
Posted by N. on 2007-01-08:
Not to worry Ghost, it wasn't the only item I was giving the little guy. Brenda, I think the issue came about because I was ordering thru Google Checkout which is PayPal copycat. I won't make that mistake again. Also to update ya'll, the order did arrive at my home and my husband wimped out and decided to just remail it to our grandson, so I will not be disputing this - but I would have!

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