Toys R Us Complaint - Bike Bah humbug
I bought a bike for my child for Christmas amongst other toys for family & friends. I price compared several retailers at the time and they had the best price of all. SO I thought. Buyer must always beware they say.
At check out $30 additional dollars was added to price of the bike.
I asked how the price went up $30? And pulled out my Sunday fl yer ad to show why I chose them for my shopping needs.
The cashier explained it was a Warranty. I said I would forgo the warranty. Only $10 was taken off. I then asked why it was $20 more excluding tax.
I was told that was the bike assembly fee I had to pay. I said an unassembled bike was fine.
They had 5 none of which were disassembled she said. I asked for a manager on duty. (kindly I am no stranger to retail or customer service industry. I am always respectful knowing employees have no control over policy but have had my fair share of negotiations to make a sale and keep a customer). That is business and I am holding their flier after all.
I asked for a manager and explained that I came in for the bike at the advertised price and would like to purchase said bike at that price as advertised no upgrades. The manager did not respond to me just whispered to the girl. The girl said the manager would honor that. I said thank you to them both. Manager walked away.
I was told another employee would bring out the bike. The manager whispered to that employee not in my ear shot. I assumed to go get the bike. I had many other items too so was glad I did not have to walk away from sale. Punishing employees on ethics in advertising to the hassle of restocking my cast off items due to failure of negotiations is not ideal. They got far more than $30 additional out of me excluding bike. Win win I thought. Smart manager.
A different employee was sent back to retrieve the bike for me. It took 20 minutes. My husband called and asked what is taking so long. I thought maybe they were taking bike apart I thought-well ...a little odd but hey.
Instead a complete bike came out. I thought all was well just busy holiday season- hard working employee. One has to wait. I said thank you to this employee too. And was on my way hustling for my children were hungry and restless and crying in the car with hubby. Upon getting home- It's tires were low and a plastic chain guard a little lose. I thought no biggie I have a bike pump and a screwdriver and they worked with me so ok. I tightened the screw the guard popped up in that one area that did not lay flat. Tried again and got it I thought. I pumped the tires and packed and hid it for the big day. Christmas morning the tires were flat and the guard once again ill fitting.
My hypothesis-Every lemon piece from all 5 bikes must have been combined into one in those 20 minutes. My son was broken hearted not to be able to test ride it Christmas morning and he is too young to understand why Mom has to take it to the bike shop. I could buy a Schwinn from a professional for the end cost of all these shennanigans. TRU clearly knows kids love character bikes etc and use it to their advantage. Like taking the bike back would not tramatize a child-it does. Making me the bad guy-what parent wants to further ruin Christmas for a 2 1/2 yr old- kid after TRU already has.
And what fool who would actually bring the bike back to complain just to test their ethics further and prove the cliche -fool me once shame on you fool me twice shame on me. Bike shop it is!
A very expensive lesson in retail to learn TRU is not the company it once was. Yuck! In the 70's Venture and the like would just advertise and have your "rain check" last forever with no product ever arriving-Not sell you a lemon. So just as my parents felt heartache for the Barbie Dream house rain check that never was honored for me. I too have that parenting experience with a lemon bike.
At least one day should my grandchildren and son have this unfortunate event. I know it won't be due to TRU because surely its customers will drop like flies one shenanigan at a time, another retailer is just dying to swoop in and take their business, or BBB will uncover them for who they now have become.