Complain about a product or service

Toys R Us - Buyer Protection Plan

Patricia of Bay Shore, NY February 22, 2010

On September 9th 2009 I bought a Teeter Totter Twirl Around with a 15 month Buyer Protection Plan from Toys’” US, Massapequa, NY ( Store #6039). The item and the protection plan along with sales tax cost a total of 86.58. We recently opened the box for assembly only to notice all the metal bars have been bent and damaged to the point that it is impossible to assemble. Also the inside packaging suggested that this item was previously opened and tampered with. We took the product back to the store on February 21st and, were told by the floor manager on duty, Ms Ira Margaret that there was nothing she can do because it was beyond the 90 day return policy period.

I believe that this store is guilty of re-stocking their shelf with an item that was previously purchased and returned, without having it inspected before restocking. If I was aware that this is a common practice at Toys’” Us I would have done my shopping elsewhere. The selling of a damaged product should be criminal. And I would like to request to have this store investigated on their return policies and restocking protocol. The manager said that all products are supposed to be inspected before putting them back in the shelf. Cleary this item was not, and I believe this it not an isolated incidence.

Why sell a buyer protection plan if it was not going to be honored? I spent 8.99 for a 15 month Buyer protection Plan and got nothing. Every structural component of this item is damaged. I can’t assemble it and I can’t return it. So here I am 6 months later with a loss of 86.58 and nothing.

Also your customer service personnel need to be more courteous when dealing with costumers. Not only did she show no empathy for our situation which is clearly the fault of this store, but she was rude and arrogant. I think your company should re-train your staff in customer relations. As a concerned citizen I feel obliged to inform others about our situation and warn them about shopping in your store. This letter is being sent all the above as well and everyone on my e-mail address book with a warning about your return policy, restocking, and reselling of damaged goods not to mention that you sell a buyer protection plan that was not honored.

DeAnn of Warren, OH November 2, 2009

I have been trying to get my broken WII fixed since 8-4-09. They said it was unrepairable that it needed replaced, then sent it back to me. They said I needed to send it to Sony, I was to wait on a lable. Then I was told it needed to go to Nintendo, to wait on that lable.

I call about once a week and I always get the runaround. I am suppose to be waiting on another lable 8 different times. Then I was told they could email it, then I was told they couldn't. Meanwhile I still have a broken wii. I spent another 200 to purchase a new WII last week.

annette of HASKINS, OH October 15, 2009

We purchased our son a power wheels fisher price kawasaki on May 12 2008. While we were purchasing the item the sales associate "pushed" us into buying the warranty. My husband asked her would it cover if our son wrecked it she said " It will cover everything but the battery", so he looked the whole entire plan over and said ok. Well less than one year later there were holes in both tires we called the warranty department and they said "you have to call powerwheels we dont cover the first year." Well we did power wheels sent us the tires no problem.

Well September 2009 holes in the tires again so I called the warranty department They said that they dont cover "normal wear and tear and they dont cover the plastic." Well on the front of the warranty it says in big letters "FAILURES FROM NORMAL WEAR AND TEAR" but inside under the what is covered for service plans it says "We will repair or replace the product, at our descretion, when required due to breakdown, including those experienced during normal wear and tear,which is not covered under any other warranty or service contract."

So basically they dont have to cover it unless they feel like it. Well they don't. It was interesting though that they had a totally different contract that they read me when I called. There was a whole section just listed for power wheels they must have "forgotten" to put in my terms and conditions when I purchased it. They did however tell me that I can write to the Cancellation department and ask them for my warranty refund or go to the store and ask them. I called toysrus corporate and I am waiting on a call back on whether they will refund me or not.

Carol of Broojlyn, NY August 19, 2009

Fot the past three weeks I have being calling toy r us and requested a lable for my son broken PSP that is not working and needed to fixed by toy r us that I have paid an extra fee for repairs if needed to be done to PSP. Each time that I have called I was assured that a lable in the mail. I have yet to receive one in the mail. My warranty is valid until 2010.

Terry of Riverview, MI June 27, 2009

I purchased an Intex 12' x 20' x 48" above ground swimming pool in June 12, 2007. Loved the pool, enjoyed swimming in it until June 27, 2009. I came home from work to find that one side of the pool had collapsed and water was flooding into my neighbors yard. Plastic support parts, plastic button fittings and valve plungers had broken. I had taken out a 2-year service plan when I purchased the pool at ToysRUs. The sales person explained to me that if I should have any problems whats so ever, the protection plan would cover it. I called their 866 number today only to find out that these broken parts are not covered under the plan. The plan only covers pumps and seam separation. I then called the manufacturer and was told that it was out of their hands.

These parts are part of the frame that supports the pool when it is filled with water. Isn't it logical then that if these parts break, they are defective? They can't do the job that they were designed/intended to do? Shouldn't they then be replaced under the service plan at no additional cost to me? Is this a misleading sales ploy on the part of ToysRUs and its sales associates?

Monica of Baton Rouge, LA June 25, 2009

I purchased my grand-daughter a purple corvette ride battery powered ride on for Christmas 08'. She got to ride on it exactly three times, before the stick shift broke off and it quit running completely. The purchase price for the vehicle was 296.87. I also purchased the Toys R Us Buyer Protection Plan for 64.99. I have been calling and faxing information since May and still have a expensive broken ride on toy sitting in my garage.

Ryan of Bridgewater, NJ May 28, 2009

My Xbox had suddenly died from what I call a "green screen" of death. I had this random green film that would appear on my screen and after restarting my Xbox, the video would not reappear. Quite puzzled, I contacted Toys R Us's Buyer Protection Plan service and requested a shipping label for repair. The representative was extremely polite and assured me that the label would arrive at my home with in five days. Just as she stated, I received the Xbox within five days, packed up my Xbox, and shipped it off. Within 6 days, of arrival at their repair warehouse, I had received a fully working Xbox. I have had great experience and I hope others will too.

Erin of Framingham , MA May 25, 2009

I purchased one of the larger sized pools at Toys R Us Framingham, MA. When I purchased the pool we were told if we purchased the insurance it would cover any tears in the liner etc. Well there is a tear in the bottom center area of the pool as well as a smaller one at the seam. I took pictures of these tears. When I called to report this I was told the insurance only covers the pool coming apart at the seam.

Although my pool is damaged at the seam, since it is also torn in another area, it is NOT covered. Had I been informed of this, I would have NEVER purchased this insurance. What this protection plan actually covers was verbally, very misleading. Seems that they just look for excuses not to honor the claim. we spent a good amount on this pool and did not even get a full season of use out of it.

Kimberly of Evansville, IN May 9, 2009

I think the Protection Plan from Toys R Us ROCKS! I bought my kids Rock Band for the X-Box 360 in May, 2008. In December, the foot pedal for the drum set broke in half (from constant use, I presume) and the disk for the game was not working properly. I was devestated when I couldn't locate my receipt. I called the protection plan and they agreed to replace the entire product (drums, guitar, microphone, disk) without delay. They sent me a mailing label and I had a gift card for the full amount plus tax within 2 weeks. That is what I call exceptional customer service!!

Linda of Covian, CA May 6, 2009

purchased a metal frame pool with a one year warranty. Toys R Us explained to me the warranty will cover anything that happens to the pool. My liner has a hole and they won't replace even though it is still under warranty. Called the warranty company, the store and guest relations, no one wants to take responsibility for deliberately misleading it's customers to purchase the warranty.

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