Toys R Us Complaint - Refused to exchange defective product
LEXINGTON-RED BANK, SOUTH CAROLINA -- LESSON LEARNED: DO NOT TRUST TOYS R US WHEN THEY SAY YOUR PRINTED ONLINE RECEIPT IS PROOF OF PURCHASE AND WILL BE ACCEPTABLE FOR REFUND OR EXCHANGE ON DEFECTIVE MERCHANDISE. We are so very disappointed! My 8YO daughter has been asking for a Baby Annabell for a few years now, finally got one for Christmas and it was defective. We purchased it through Toys R Us.com. When you order online, you are given a receipt on your screen and told to print it for you records. They also send you one via e-mail.
Since our doll was not working properly, I called customer service at Toys R Us online and they told me I simply needed to print my receipt and take it in to the store to exchange the doll for a new one. I also called the store and asked them before I drove 45 minutes to get to the closest store and they said that was correct. I get there, Toys R Us near Columbiana Mall, Lexington County, SC, and they told me that there was no refund number on my printed receipt, it was not a valid receipt, and therefore they would not exchange the doll. We asked to speak to a manager and the clerk refused to get him. We walked around the store and found the manager and he was very uncaring and said he needed a refund number & my printed receipt was not a valid receipt and he would not exchange the doll.
First of all, it is not like I am asking for a refund. I just want to exchange the doll for one that actually works. I could sort of understand them being a little suspicious or hesitant if I was asking for my money back on the doll. I know some people do try to trick stores and get money for something they didn't purchse there, but that is not the case. I just want to exchange it and I have proof that I purchased it from Toys R Us.com. The manager also said that Toys R Us.com is a different company that the Toys R Us stores. Well, then why do they have the same name? Aren't they affiliated with eachother? I called the online company from the store and asked told them about the store's poor customer service and asked them to simply give me a refund number to give to the clerk so my daughter could have a properly functioning doll, and they said they couldn't do that. They would have to issue a return label.
They would order another doll and charge me another $50 and once they received the defective doll, they would refund me $50. I told them that was simply not right that I should have to be out another $50 and at this point I was not trusting them with another dime of my money. I am so disappointed not only in the doll, but also in the way Toys R Us stores and online have not helped us in this situation. My poor daughter is crushed that her doll is not working properly. She can't understand why people aren't being fair and just exchanging the broken one for a new one, which is how customer "service" is supposed to work. It has not helped matters that this gift was supposed to be from "Santa" and now her parents are having to provide "receipts", etc. for a gift Santa was supposed to have given her, so now she has a lot of questions. I purchase birthday and Christmas gifts for over a dozen children each year, and I usually purchase them in advance, when I see things on sale, etc. I am sure most of you do this. I also purchase most online so I don't have to shop in crowded stores. Toys R Us store and online has just lost my business!