Toys R Us Complaint - Return and Exchange Policy
CHICAGOLAND, ILLINOIS -- The bread and butter of Babies R Us is expecting mothers - they register there, buy stuff themselves, and get many gifts. I'm expecting and registered there - but had I known how inflexible and horrible their return and exchange policy was -I would have NEVER had anything to do with this company. I received a gift, a highchair that had a lot of toys on the tray. Not at all what I wanted - I did a lot of research on my items and picked out specific items due to parent reviews and such. So I thought - no big deal - I'll just exchange it. Not so easy. They don't carry the item in-store so I can't return in-store. I called the TRU online guest services - can't exchange anything purchased online. I can only return it and they would then credit the gift giver. And what I heard over and over is- "Sorry, that's corporate policy." Policy before people- that's great. There is no reason they cannot accept all item returns in store, exchange the product so that the customer gets the item they want, and then TRU can ship the returned item back to the warehouse themselves. It seems to a small price to pay for good customer service and customer convenience. But no- they're only concern with their convenience. The customer service rep. actually told me, "It's not our fault that the gift giver didn't give you the one you wanted." And then she suggested that I go back to the person that kindly bought a gift for my baby and have them deal with returning the item. Well - it also happens that the highchair that I had on my registry is 40.00 dollars more. So I not only do I snub their gift and I ask for a higher priced item - all because TRU has a bad return/exchange policy that is completely inflexible and inconvenience for the customer. But - hey it's good for them and that's all that matters! Corporate policy before people! Well- I'm canceling my registry and will NEVER shop their stores again. I will strongly advise anyone, but especially expecting mothers against using TRU stores. Because when you do put policy before people - you eventually lose the people. Hope your policy can still pay the bills.