Toys R Us Complaint - Customer Dis-Satisfaction Culture
ENGLEWOOD, COLORADO -- February 25, 2009
Chairman and CEO Gerald L. Storch
Toys “R” Us, Inc.
1 Geoffrey Way
Wayne, NJ 07470-2030
Customer Service (800-869-7787).
RE: Customer Satisfaction
I am writing to you today, bringing to your attention the extreme dissatisfaction my family and I have with the behavior exhibited within Toys “R” Us, specifically Store #9540.
Shopping for her first bicycle, my wife and four year old were looking at the selection available in your store 9540. After examining the bikes, we settled on the 14” Dora the Explorer by Huffy (SKU: 3BA03462) retailing for $79.99. Per the store instructions on the bike, we pulled one of the voucher slips, which indicated the price of the bike ($79.99), and [paraphrasing] “bring this slip to the one of the cashiers and a bike will be brought out”. After waiting in the checkout line for several minutes, the cashier instructed me that I would need to go to the back of the store and get an assembled one. Questioning the cashier, I told her that I wanted a bike that hadn’t been used as I was looking for a brand new bicycle for my daughter. The cashier proceeded to call to see if the store had any bikes still in the box. To my dismay, the answer was no, as its “store policy to assemble all the bikes”. We did not have an option as the voucher indicated.
Conceding that I would not be able to have a “brand new” bike, as all the bikes in the store were used by other kids, I went to the back of the store and brought up one of the two Dora bicycles. Waiting in line another five minutes or so, and adding to my discomfort, I learned that I would need to pay a $10 assembly fee. Informing the same cashier, and manager standing beside her that I was not going to pay a “mandatory” assembly fee for something that I did not want to have assembled, (nor did any customer have an option to avoid), I was told if I wanted the bike, the fee was going to be applied. Upset, I decided to take my business Target, purchasing a comparable bicycle, still in the box, for less money.
The very next weekend, my family and I were back in the same store , as we had two 15% off one item coupons that were set to expire in a few days. We found and were ready to purchase a $59.99 WowWee Alive Cubs – Lion Cub (SKU: AAE81639) and a $9.99 safety sign to complement the bike we purchased the week prior. As the Lion Cub was a surprise for our daughter, I stood behind to purchase this separately (in another line), while my wife and daughter purchased the safety sign (using one of the two 15% off coupons) in front of me.
After their transaction was complete, it was my turn but was immediately told that I could not use my 15% off, as this coupon was only good for baby products. The coupons’ disclaimer read that this was not to be used for iPods, video games etc but made no mention to stuffed animals. I told the cashier that my wife just used the very same coupon ten seconds earlier but she did not budge. I then offered to return the $10 sign and use that coupon for this more expensive ($59.99) item and we were told that once the coupon was used that it cannot be used again. Extremely frustrated, I asked to speak to a manager as I could not understand this unwillingness to work with a customer who wants to spend money at your store. Ten minutes went by waiting for a manager to help resolve this issue before I gave up and decided to take my business to another retailer.
I cannot imagine that this behavior is part of your company culture which is why I am bringing this to your attention. In these hard economic times, many customers are seeking value in their selection process and are willing to take their business elsewhere if they are not receiving it. These two separate events represent lost business to your company as I was able to get the value I needed from another retailer. As my family is expecting another little one in September, we hope these types of issues are resolved so we can continue to include Toys “R” Us in our purchasing decisions.