Toys R Us Complaint - Was Not Sold What I Was Told I Was Buying - Worst Customer Service Experience I Have Ever Experienced
ST PETERSBURG, FLORIDA -- Simply Put,
1. Told me I was buying an XBox 360/Kinect Bundle Package for $200. It was black Friday, last box on the shelf, 3:30 in the morning, and the sales associate told me it was what I was asking for. What do you do? You scoop it up before anyone else does, without thinking twice. (I know the bundle is supposed to be $300, but I thought maybe since it was black Friday I was getting a deal).
2. Really it was just the XBox.
3. It was black Friday, so I was not able to return.
4. Because of this mishap, I was not able to get any of the real deals. For example, If I had wanted to buy just an Xbox, I could have picked one up at any of the other stores I went to that day shopping and would have gotten 2 to 3 free games to go with it. FOR THE SAME $200. Needless to say, I felt wronged, and thought maybe customer service would be there to help make it right. I wasn't expecting anything for free, I understood it was early, and a busy day, lots of commotion, but I should not have been lied to. I would have gladly paid the extra $100 to get what I was originally seeking, however, by the time this whole fiasco was over, the bundle I was looking for was sold out everywhere. If nothing else, at least get me the Kinect system for $100, instead of the $150 its supposed to be. You know, since that's what I was told I was getting in the first place. All I wanted was both components, and was absolutely willing to pay the difference.
5. Had to file an 'incident report' with 800 number customer service line 5 times over the next 2 weeks. The first 3 got 'lost' in the system, never to be found. 1 was 'accidentally closed' when it was supposed to be 'elevated' to corporate (whom was supposed to get back into contact with me. The final, got me to a supervisor, who basically told me it was my fault for not knowing what I was buying. (shouldn't you just be able to trust the sales associate?) and there was nothing she could do and I should call the store. When I called the store they told me "All of our employees were informed beforehand that we didn't have any of the bundles in stock anyway, so there's no way that could have happened."
How it happened: I was in the electronics dept., browsing, when I was reminded by my wife that we wanted to get this for the family (it was early in the morning and I wasn't ready to start thinking yet). I asked the nearest associate if they had any 'XBox Bundles' in stock. His reply was, "No, We don't even have any XBox's" I looked over his shoulder to the glass case and saw one box, with a picture of Kinect on the side (now I know the picture was just advertising it, and not meaning it was being included). So, I asked him, "Isn't that one right there?" still referring to the Bundle. He said "Yes, it is, I forgot we had that one". I guess it was a 'ticketed' item, someone had reserved it and not picked it up. After checking to see if it was available, he told me it was, and told me it was $200. I was concerned about the low price, so I verified WITH THE ASSOCIATE" that this was the box that included the Kinect and the only thing I was not getting was a bigger hard drive and the headset that comes with the other package. He agreed and nodded the whole time.
My biggest complaint here is that because of all of this mess, I was not able to actually get any of the best deals on what I was trying to buy, and their customer service did not even attempt to accept fault or make it right. Absolute worst customer service I have ever seen, and coming from a well-known company this large was absolutely shocking.
3 weeks later, I was able to come across the bundle I was looking for, at target, for $300, with a free game. Again, that's all I originally wanted. So I purchased it, and returned the one I got from toys r' us.
Toys R Us has absolutely no concern or regard for its customers, will not ever even attempt to admit that one of their employees may have made a mistake, and you have even less of a chance getting them to try to make it right.