Complain about a product or service

Toys R Us - Buyer Protection Plan

Kristie of Eudora, KS April 5, 2007

Kristie of Eudora KS (04/05/07)
We purchased an IZIP I130 scooter for our son for Christmas this year (2006). It was on sale for 69.97 (marked down from 99. We also purchased the buyer protection plan for 8.99. After 3 times of riding this motorized scooter it completely quit working. I contacted the Buyer Protection Plan and was told the scooter was still under warranty with IZIP. I contacted IZIP and was told that, in fact, they changed their warranty time frame, and the scooter was no longer covered by their warranty. I called the Buyer Protection Plan people back and they said, after much argument, that they would cover the scooter. I sent back the parts they asked for with the copies of receipts. I spent an extra 3 to send it certified mail, which I HIGHLY recommend everyone doing. Because when I called the company to find out what was taking so long they tried to tell me they had never received it. I had the exact date and time of delivery from the USPS. They stammered around and said they would get my refund check processed since I had all that information. It has been thirty days, and still no check. Every time I call I am told that it is still being processed.

The sad thing is that my son loved this scooter, and he only got to ride it 3 times. I checked and they don't even make the scooter anymore, probably because it was junk! To buy a similar scooter by a different company is going to cost us over 100, when Toys R Us is only refunding us 69.97. The whole thing has been a nightmare to deal with. Why do these companies get away with treating people so unfairly? I will never shop at Toys R Us again!  

Laura of Orchard Park, NY January 8, 2007

Laura of Orchard Park NY (01/08/07)
I purchased a Vtech Vsmile 12/10/05 along with a Buyer Protection Plan. I item purchased broke and I filed the claim with Buyer Protection Plan (BPP) 12/06. I spoke with the customer service representative on the phone who instructed me to mail the machine back along with my receipt and the contract. I asked her about the cassette tapes and was instructed to send those as well. I was instructed that I would receive a mailing label within 24 hours. It was never received. I called again to receive the mailing label. Nothing received.

I called a third time and spoke to a woman who mailed the labels to me and I in turn mailed the items. On 12/31/06 I received a check reimbursing me for the Vtech machine but not for the tapes. I called Buyer Protection Plan and spoke with Matthew who apologized for the mis information but that I was not to mail the tapes back and that the tapes had been destroyed. I asked to be reimbursed 14.99 each @ 2 tapes plus tax. He informed me that they were not going to send me the tapes back nor were they going to reimburse me the money. I asked to speak with his supervisor. He told me that the supervisor Jasmine would call me back with in 4 hours (approx. 4:45pm). She did not return my call until 1/1/07 at approximately 7:30pm.

Jasmine told me that they were not going to send me that tapes nor would they reimburse me for them. 12/31/06 I then called and filed a claim with Toys r Us Consumer Relations Department. Recalled them on 1/8/07 to check the status of my claim #1512646. They told me that because Toys R Us and Buyer Protection Plan are separate conpanies Toys R Us could not do anything for me and that I needed to go back to Buyer Protection Plan.

Dumb of Lawrenceville, GA November 6, 2006

Dumb Consumer of Lawrenceville GA (11/06/06)
The buyer protection plan is of no use to anyone, misrepresented when sold, and claims input online are immediately denied. An inflatable toy ripped and the motor fell through as it deflated. Motor cracked and now it's whack

Lorianne of Toledo, OH September 25, 2006

Lorianne of Toledo, OH (09/25/06)
I purchased a Schwinn StingRay bike on 7/15/05, with the toys r us buyers protection plan. In summer of 2006 the bikes brakes went out, and the handlebars stripped. I called the toys r us buyers protection plan and was told that they do not cover Schwinn bikes because Schwinn has no warranty.  If it had a warranty then they would honor my warranty.

The buyer protection plan states that I could replace the bike up to 1 year after the manufacturer's warranty expired. However, since Schwinn does not have a labor warranty, the buyer protection plan takes effect the day I purchased the bike. Don't you think it would be nice if Toys R Us told me that?

I am 2 months past the buyer protection warranty expiration and I am out 200 for the junky bike and 8.99 for the useless warranty.

Sonny of Fort Worth, TX September 6, 2006

Sonny of Fort Worth TX (09/06/06)
I bought a Safety First Corvette for my son. It cost 299.99 and I bought a Toys R Us Buyer Protection Plan for an additional 24.99 promissing hassle free service, 100% coverage, we will replace the product or reimburse you, including breakdowns caused by normal wear and tear, yada yada, yada. The car broke and I took it to the repair center on June 29 and now it's September 6. The repair center says they've ordered the part and called several times but they can't get the part and don't have any idea when or if they will get it.

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