Toys R Us Complaint - What ever happened to customer service
We received a trike as birthjday gift for my son. He already owned one!
My wife brought the bike back to the store and was told that there was a “policy” in place that said she could not return anything without a way to validate it was purchased there (a receipt or the credit card it was bought with). Other than the few fortunate times you get a gift receipt, how would anybody have either of the things they are asking for? The thought of going to my son’s great grandfather and asking for this would be insulting to him and, simply, rude. I would never do that. Well, the store manager decided to keep placing all of his blame on the store policy. He told her that this happens “every day” and he has to “turn away unhappy customers all the time, but that is the “policy.” Wow- some policy! He suggested we call the corporate customer service phone number and lodge a complaint, so I did.
The woman on the phone states that the “policy” is correct as it was told to us, but there is also a “no quibble policy.” She then puts me on hold to speak with somebody, comes back on the phone and says that original policy of “no returns” trumps the “no quibble” policy. Interesting. She was kind enough to agree that the situation was asinine, but her hands were tied. She suggested I ask my son’s great grandfather for the receipt. I asked if she would be so rude in her family and I was told she would not do that either. She then agreed to escalate my concern and complaint to the corporate office, but it would be 3-5 days before I heard back from somebody there. I sat stunned to think that a company would allow a customer to brew in anger for 3-5 days. But that is their “policy.”
I was at a point where I just wanted some justice. I then e-mailed the CEO of Toys R US, Gerald Storch, my story. I figured somebody at the top should know how crazy the policies are and they don’t always work out so well. I figured, as a business owner myself; this is something I would want to know. I sent off my note only to get an e-mail back from the Coordinator of Executive Guest Services (some title!) stating “On behalf of Toys “R” Us, please accept my sincerest apologies for the difficulties you encountered when attempting to return your unwanted item. While it is never our intent to inconvenience you with our policies, I am sorry that we are unable to make an exception at this time.” Seriously, am I dreaming? For $35 this company is going to alienate a customer? Do they realize they are treating me like a criminal?
I decided that I was done wasting my time trying to make them a better company and that the best thing I could do was post something on Facebook letting my 300+ “friends” that there are better places to buy toys. What I did not realize was that posting was also going to pop up on their corporate Facebook page. I am not sure if it was that Facebook posting or my earlier email, but within 30 minutes of my Facebook posting I received a phone call from their district manager with a totally different attitude. This man apologized. He told me I was right and they were wrong. He said the right things. He ended up overriding the previous poor decisions that were made by his company and asked for us to come back for the store credit. He hung up after giving me his cell phone number and asked that if I were to ever have a bad experience again, to please call him.
This is a story about too little too late.