Toys R Us Complaint - Return Policy
SIOUX FALLS, SOUTH DAKOTA -- Little Tikes 18 x 48 InZip Pool was purchased for $529.59 on 06/02/08. Pool was set-up on 06/14/08. Product was used once. On 06/21/08, we noticed that one of the vertical pool rods had bent in the middle. On 06/26/08, the pool sprung major leaks around two of the port hole windows. I call Toys R Us and spoke with Customer Service Associate Ann Marie. She frequently put me on hold to speak with her manager. She stated that because we did not purchase the extended warranty we could not return a defective product to the store within 30 days and we would need to call the manufacturer. She stated that there were signs at each register that were recently posted on the 9th. She still could not return the product. I asked to speak to her manager. The Manager was extremely rude. He stated that the policy was clear and that the policy was available at the returns desk before the 9th. I asked if we could exchange this pool for a different one and get a gift certificate for the difference. He said no. I advised that I was filing a complaint with planetfeedback.com, the BBB, consumer affairs and the corporate office. He advised that "everyone says that". I told him that this was why Toys R Us keeps closing stores like they did in Sioux City, IA because Walmart gives better customer service and he would be lucky to have a job in a year. He said, "Whatever" and hung up.
I called Little Tykes customer service they offered to exchange the pool after we provided supporting pictures and it could be shipped (approx. 4-6 weeks). I told them we lived in SD and summer would be over in 4-6 weeks. The supervisor and asked for a refund and he referred me to their returns department and said he could only exchange the product with the above restrictions. He would not send the product overnight or make any effort to resolve the issue. I called the returns department at 1-800-321-4424, x3024. I left a message and they called me back 6 hours later. This representative offered me a redemption check (you have to use it to buy little tykes products). I asked her what I was possibly going to buy with $530.00 since Toys R Us was the only place that sold this Little Tykes pool and I wasn't going back there. She didn't know. Her supervisor was very polite but still unwilling to resolve my issue. He said to get a refund he would need to escalate the issue to his corporate office.
I again offered to have product sent next day air (We are having a 4th of July party at my parent's where the pool is located so timing is very important). He could not do this. He said the returns department would contact me in 3-5 days. Bottom lines - neither company supports the products if they are defective.
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