Toys R Us Complaint - Toys R Us Magic Blue 160 GB Asus Disney Netpal Issue
Hello. I have to tell you that dealing with Toys R Us has really made me very disappointed. I picked up a computer (Disney Asus Netpal, Magic Blue, 160 gb) for our son's 7th birthday. I got it 10-25 since it was on sale and was able to do it for x-mas- his birthday is 12-26. The store in Downer's Grove, IL put it aside and I picked it up. The recpt. said Blue netbook so it was never questioned. Fast forward to birthday. The computer in the box was pink. Over the next 2 days we called every Toys R Us, waiting patiently for each one, knowing it was busy after the holidays- at least 3-4 hours were spent on this. We went to the store in Aurora who said they had it, only to get there and find it was the 16 gb blue. The numbers, sku numbers ... were consistently mismarked. Today, Bloomingdale (45 min. away) said they had it after they checked many things. I asked the man in electronics, who, by the way, was very nice, to be absolutely sure and look in the box that it was 160 gb since we kept encountering discrepancies. He assured me he did this. My husband drove out there. It was the blue 16 gb. I called and the man told me he was sorry- he didn't really look- he went by the numbers even after I told him we had found many issues with this- This was over 2 hours of unnecessary travel and wait time. I called the main number and spoke to Sally. 7-10 days before we would be contacted. This would run into our 45 day return time. Corporate would call. So winter break will be over and our son won't get to work on his new computer and now we can't find it anywhere else. She said she'd escalate it. I called again and spoke to Connie who felt bad and understood the boxes and numbers were wrong and assured us it would be resolved.
I have dealt with many corporations. Today, 12-29, I called the main number again and requested a supervisor. Mary gave me the supervisor as well as a ref. number which I had not been given previously. I spoke to Jane who was nice until the end. She said they cannot check inventory with an item number but must check each individual store and then checked 20 different stores. She said I could return the computer and rebuy it if it comes in again (at the regular price, not the sale price I got it at) or get a store credit since it's opened (but it was to be blue and when opened was pink). I felt this was very Toys R Us friendly and not consumer friendly. Now my money would be tied up at Toys R Us preventing me from going to another store and I wouldn't even get the sale price if it came in later. She was basically, "Well, that's our policy." Plus, I'd have to go to the store I got it at (45 min. away) and not just any Toys R Us. It's amazing how it was their error (the receipt and box appear to have the blue one but in the box is pink). She gave me a number for the Asus manuf. who I called. I was told that many pink 160 gb Disney netpals were bought from them but NO blue ones. Now I was wondering what was going on and what would I be waiting for? Did they ever even have the blue 160 gb? This is a store that professes to be for kids yet they do not take into account how to deal with people. I truly hope this gets resolved.