Toys R Us Complaint - Lost all baby shower gifts - they sent to wrong address
PARAMUS, NEW JERSEY -- For those considering baby shower registration with Babies R Us - take heed.
My wife and I, following seven calls with different customer service representatives, several hours of explaining our situation (each time we called the previous conversation's notes couldn't be located; for example on 12-24-09, "There is no reference to the reference numbers you gave me" (a customer service representative)), some tears and a lot of hand-wringing, have finally decided to involve the Better Business Bureau and publicize the outrage perpetrated upon us.
On Sept. 27th '09 she and I visited a store here in NY and registered with a clerk at their Baby registry desk. Unbeknown to us at the time, the woman incorrectly entered our home delivery address. However, we have the original form she copied into the system and our address is correct - we accurately wrote down where we live and she copied it.
Our last call on 12-26 was with two representatives and a supervisor. The supervisor agreed an employee of Babies R Us was at fault for incorrectly entering the address, but that her department (shipping, ordering(?)) was unable to remedy the wrong. They had sent the goods to the address on file. What put the icing on this burnt cake was the supervisor, in wrapping up the call, making the off-the-cuff remark, "You know, if I had been you and had so much riding on my baby registry, I would have checked the web-site and made sure the address was entered correctly." Wow. That's analogous to telling a customer who brings a receipt to the grocer for potatoes overcharged at the register they are not due their money back on the incorrectly keyed item because the customer didn't check the receipt before they left the store. Absolute hogwash. Furthermore, we work in customer service and to utter this sort of condescending smug remark is something one simply just does not do.
If we ever receive the twelve items that have been purchased by friends and relatives (changing table, baby monitor, baby carrier, diapers, etc.), at this point it will seem a miracle. For a company as ubiquitous as Toys R Us to be so unhelpful when the error is clearly on their end is baffling. We know they are wrong, they have admitted as much, but at every juncture their representatives have refused to step up and have passed the buck. Lost records, transferred calls and impotent service all contribute to our sadness at not getting things we cannot afford on our own.
Just remember, dear reader if you have gotten this far, that yes, they are ultimately just things. We can, and have been, living without them. And we are blessed with the greatest gift of all, our healthy infant (11-day old) son. But as long as I have the fire in me, and the unshakable drive to provide for and protect my family, I will sing out loud and clear to those who will listen.
A tenant in the building of the incorrect address responded to a note I posted in the lobby and was able to reunite us with four boxes, including the changing table and the baby monitor. So that is a relief. However, there are several remaining gift items unaccounted for. Babies R Us has not responded to my email and I am still unable to get a straight answer from them on the phone.