Toys-R-Us/Babies-R-Us Complaint - Customer Service and Fraud Division
I have been dealing with a fraud charge of $120 for 5 days now and have been told the only way I will be getting this charge back will be if they are legally made to. Beginning of the story:
11/30-on-line order placed for $120.83
12/2-I check banking on-line and find the pending transaction
12/2-Called bank and told that until this transaction is final they can do nothing and only one who can cancel the transaction is Toys-R-Us
12/2-Called Toys-R-Us "customer care" told they put in a cancel order and the product had not shipped yet, the charge will come off in "3-5 business days"
12/4-Called T-R-U "care" line again. Told product was shipped and signed for no refund would come through and need to contact bank again to dispute charges.
12/4-Called bank again nothing because this is still a pending transaction and they have no control over my account.
12/4-Called T-R-U again told rep could do nothing and supervisor not available but the supervisor would call within the hour. 2 hours later call back and told still no one available but they are very busy and will definitely be in touch before end of day.
12/5-Called T-R-U at 12:30 in afternoon finally told they must have a police report before anything can be done and I would get the money within 24 hrs, asked for supervisor. He tells me the same thing and that it will take 2-3 weeks for me to get my money back, asked for supervisor. She tells me need a police report and the money will not be refunded until police finish investigating, asked for supervisor. He tells me that she told me correctly that this was the only way to be done, asked for supervisor told to call corporate office.
12/5-Called Corporate office spoke with woman claiming to speak for both the Exec VP and the VP of the corporation. Told no way to get money back unless made to do so by law and that there is no way for me to talk to anyone above her and that she was it.
I would say this was the worst example of customer service ever but there was non in this entire experience. I left with this lady my name and phone numbers in case any one there would like to show a customer that they care.