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Michael of Old Bridge NJ (08/18/08)
I called to get the ride on toy returned and replaced suggested by customer relations of toys r us. Manager gave me the number of the representative providing them with the product and wanted me to call him. The would not take the product back after the 45 day period. The extended warranty purchased does not kick in til the manufacturer waranty ends who says to see if I can fix the item myself and would not service the item.
I paid toys r us to assemble the product and now that the steering mechanism is broken I feel they should replace the product and deal with the manufacturer as far as the defectiveness of the ride on car. I have made calls to all three entities and all are passing the responsibility. I need someone to resolve this problem.
I have a child with autism and taking the time away from him to make all these calls and running around to attempt to get this item fixed is causing more stress on the family which is a much bigger picture our family life.
Melissa of Bensalem PA (07/25/08)
I was at the TRU at Franklin Mills Mall in Philadelphia, PA. I went looking for toys, I collect and buy at least a few hundred dollars worth a month, strictly for myself, I do not resell them. I discovered that there were a number of new Star Wars toys when I got there and picked up a few die casts, a few small galactic hero packs and a large Galactic Hero set, as well as a few unrelated toys.
When I got to the cashier, who was very nice, he tried to ring up the die casts and small galactic hero packs and said the computer would not let him sell them until a certain day and someone must have put them out by mistake. Fine, I said, everyone makes mistakes, though I was upset about it. Then he rang up the large set and said the same thing, this is a set that has been out for quite some time and I have seen elsewhere and the cashier agreed so I asked for a manager. The manager refused to sell me anything. When I asked for the customer service phone number, she refused to give it to me and tried to change the subject, when I asked a second time, she said maybe we can ring up a different set.
When she went to get the set, she retrieve the similar sets, including taking one from a child that started crying because he wanted it. This was ridiculous, Ive never seen a manager act this way toward customers. I did get the large set, but not the other items, as she still refused to sell them to me. I still did not get the customer service number from her. I emailed the company and received a message from them a couple days later.
I called back and spoke with a different customer service employee that had to read the email. After she got back and explained again, the reason why they couldnt sell me the toys. (Never asked them to sell me the toys again and I understood the first time.) She said all they could do is send a complaint to the department manager which would probably result in a meeting about customer service. She then said that if the manager involved was there it would be directed to her.
Since the manager followed policy there is nothing more they could do and they could not offer me any compensation for my hardship. No coupon, gift card or percentage off. So their policy I suppose by this experience is to upset customers, make children cry by stealing a toy from them and then when someone complains have a meeting and who care that we lose customers.
It was extremely upsetting to me, being treated like this and witnessing someone treating a child like this.
Beth of Olympia WA (07/21/08)
My son picked out some Star Wars Galactic Heroes. They were all new characters and he was VERY excited. When we got to the register two of the packages wouldn't scan. The girl at the register walked away twice without even saying anything. Another guy came and tried to help.
Finally the manager ( or person in charge) came and looked and said Oh, these aren't for sale until the 24th. and walked away. She didn't even apologize. My son was crushed. Why would you put a product out if it isn't for sale. Obviously a mistake. To not apologize is just unacceptable. I will never go to that store again.
Marti of Sioux Falls SD (06/26/08)
Little Tikes 18 x 48 InZip Pool was purchsed for $529.59 on 06/02/08. Pool was set-up on 06/14/08. Product was used once. On 06/21/08, we noticed that one of the vertical pool rods had bent in the middle. On 06/26/08, the pool sprung major leaks around two of the port hole windows.
I call Toys R Us and spoke with Customer Service Associate Ann Marie. She frequently put me on hold to speak with her manager. She stated that because we did not purchase the extended warranty we could not return a defective product to the store within 30 days and we would need to call the manufacturer. She stated that there were signs at each register that were recently posted on the 9th. She still could not return the product. I asked to speak to her manager.
Manager, Steve, was extremely rude. He stated that the policy was clear and that the policy was available at the returns desk before the 9th. I asked if we could exchange this pool for a different one and get a gift certificate for the difference. He said no. I advised that I was filing a complaint with the BBB, consumer affairs and the corporate office. He advised that everyone says that. I told him that this was why Toys R Us keeps closing stores like they did in Sioux City, IA because Walmart gives better customer service and he would be lucky to have a job in a year. He said, Whatever and hung up.
I called little tykes customer service they offered to exchange the pool after we provided supporting pictures and it could be shipped (apprx. 4-6 weeks). I told them we lived in SD and summer would be over in 4-6 weeks. Supervisor,Denny and asked for a refund and he referred me to their returns department and said he could only exchange the product with the above restrictions. He would not send the product overnight or make any effort to resolve the issue.
I called the returns department. I left a message and they called me back 6 hours later. This representative offered me a redemcheck (you have to use it to buy little tykes products). I asked her what I was possibly going to buy with $530.00 since Toys R Us was the only place that sold this Little Tykes pool and I wasn't going back there. She didn't know. Her supervisor, Tom was very polite but still unwilling to resolve my issue. He said to get a refund he would need to escalate the issue to his corporate office. I again offered to have product sent next day air (We are having a 4th of July party at my parent's where the pool is located so timing is very important). He could not do this. He said the returns deparment would contact me in 3-5 days. Bottom lines - neither company supports the products if they are defective.
Nick of Weaverville NC (06/23/08)
On 6-23-2008 my wife and I went to toys r us to shop for a swing set and playhouse for our child. After shopping in the store and deciding which units we liked we checked the slips, which you take to the cashier to purchase the item, to make sure these items were in stock. There were several slips for each item. Some items had no slips, indicating sold out. For good measure we took our slip for each of the 2 items we intended to purchase and drove back to our home 19.5 miles away.
My wife made arrangements to borrow a truck and went back to the store to purchase the play set and playhouse. Upon presenting the cashier with the slips the cashier informed my wife that they did not have those items in stock nor did they order those items. When my wife arrived back home and informed me of what had happened I called the store to find out the name of the manager for filing a complaint. It took 18 minutes for someone to answer the phone and another 5 for the manager to pick up. Manager on duty, Jesse, informed me that the general manager is Michael Whitaker.
With gas at just over $4 a gallon we cannot afford to do business with such reckless companies. We made a trip to Asheville in a truck which cost us more than we would like to spend for nothing.
Zhijun of Ellicott City MD (06/09/08)
I have really bad experience with the store manager. A few month ago, I was kicked out of the store. the reason the store manger told me was its policy she told me that I had bought the same thing one month ago in another store. Though i didnt belive what she said, I didnt take any action.
Today, I went to the store to combine the Toysrus gift cards I got from some programs. The same store mangager severd me. I was afraid of any bad things would happen. So I showed her the gift purchase receipts. but even she verified what I gave her, she refused to help me combine the gift cards. This time, the reason is those giftcards I have are not purchased from their store. I argured and asked if i can use these cards in the store. I got refused again. I really got pissed off. How can after I showed her the gift card purchase receipt and she verifed that and these cards , she still insisted that I am not allowed to use the cards just because I didnt purchase from them. I really got pissed off by her.
I feel deeply insulted by her or the store policy if she told the truth. is it just because i am an Asian
Stephen of Montoursville PA (04/07/08)
We were double billed on our bank credit card and requested a n adjustment on the account. the clerk had problems with the adjustment but put it thru. Three days later the adjust still did not show up on out account and tied our account up as an overdraft. I contacted to customer service number who told me it would take about four (4) weeks to resolve!
I told them I wanted to speak to the supervisor who told me I would have to to give them information and hey would open a case file for us and someone would contact us within 72 hours. Mean while I can't access my bank account. This TERRIBLE SERVICE!!!! They can instantly bill my credit/debit card but can't do a refund! Come on, this should have already gone credited to my account. My next contact is the state attorney general. TOYS R US are done with my business!!
Overdraft Charges to my account
Jennifer of Apex NC (02/18/08)
I went to Toys R Us to purchase a sand/water table for my daughter's first birthday. At the store, the area that had the outdoor toys had a tag near the listed item that it was out of stock. I proceeded to customer service to find out when they would be replenished. The customer service attendant started to look in the computer system, meanwhile, another employee asked what she was searching for, and told us both that the item was near the front of the store. I was pleased to find that they were in stock, but somewhat annoyed that I had to go through customer service to find it. I then lifted the very large item onto my cart. It was so large, that it didn't fit into the cart. I payed over $80 for this item and not one person working there thought to ask if I needed assistance through the checkout or to my car, seeing as though I had this large purchase, and a small toddler.
There were no economic or physical consequences following the circumstance, I just continually find the service at this establishment extremely poor, and this time I need to voice my opinion somewhere. Unfortunately, they have the best selection of toys, especially larger items. I will continue to do more and more shopping online, and through Craigslist so as not to have to even bother going to Toys R Us.
Jennifer of Wantagh NY (12/12/07)
This is regarding the Bradenton Florida store. I was trying to find a Nintendo Wii and went searching from store to store for a Wii for my son when I went to this Toys R Us. I was told to come back the next morning, they would have them in stock--no guarantee I would get one but worth a shot. Next morning they sold out. But the Manager told me to come back the next day, December 5th, at 4pm.
I got to Bradenton by 2:30, a 30 minute drive worth the wait knowing my shopping time is limited--only to get there and learn they sold out at 1:30 pm. Strange, because I called at 1 pm and they again said to come at 4 pm. When I was walking out an employee said to me "Don't you know how it works? They sell them to family and friends." Just letting you know how disappointed I am in that kind of behavior.
Clarisa of Alexandria VA (12/02/07)
I called the Toy'R'Us Store in Springfield, Va early Saturday evening to confirm that a toy I that I was told last Sunday would be available and the Manager said they would have them. When we got there at 4:30AM there was a line of people and a member of the store came out, counted and said there were only 40 that were shipped and there weren't any more. They gave no explanation as to when another shipment would be in or gave rain check numbers or how and where to go to maybe purchase a unit. This was very poor marketing tactics and the dissapointment on the children's faces who were behind me were very disturbing. We deserve to be treated with respect because after all we did the normal procedure and they count on our dollars to help the economy group! Where has respect, manners and what we were all taught from the hearts and souls of our mothers and fathers gone?
Tamara of Perris CA (12/01/07)
I visited ToysRUs 3 times in a 3-week period, and every time I went I was over charged for an item and received horrible customer service. The items I purchased were in their current ad, and some of the the other stuff clearly stated the price on the product. In one visit alone I purchased some games in the electronics department and some products in the regular check out, and I was over charged both times. This all happened Dec. 1, 2007.
I also visited the Temecula, CA store on black Friday, and all I got was a gift receipt so I have no idea what the prices of each item were that I purchased. The checkout clerks at these stores are the most unknowledgeable, rude people on the planet. I called the Toys R Us 800# to make a complaint, and after I waited on the phone forever, the representative who took my statement computer froze up, so I never got my resolution number. What a pain it is to shop at Toys R Us.
Stress Stress Stress, having to drive back in forth. I can't see how such a huge corporation runs like this.
Catherine of Bradford MA (11/23/07)
I went 3 hours early to ToysRUs on Black Friday to get the MP3 player, of which there were 60 in the store. The line was huge, and the first person in line BOUGHT ALL MP3 PLAYERS, no else even got one! I would have been next in line. This stinks, and I will never shop at TOYS R US again, even if they are giving things away!
There was an OH-WELL ATTITUDE by the 19-year-old manager and his teen-age crew.
Mary of Plantation FL (12/29/06)
i purchased a bike on 12/18/2006 and paid to have it assembled. I was told by the store manager that because of high demands for assembles the bike will be ready on 12/20/06. ON 12/21/06 I called the store and was told that the bike was not ready, on 12/22 i went to the store and was told they couldnot find the bike. i was asked to return later that day because the person in charge of the bikes was not avail. I called before returning to the store and was promised my bike would be there and ready. On the 12/24 christmas eve. i waited 45 mins for someone to retrieve the bike.
When I finally got the bike the front tire was overinflated over the frame of the bike. the assembly guy took the bike to the stock room to fix it. another 30 minutes went by. finally the bike appeared to be ok.after getting home after one hour the front tire was flat attempts to reinflate the tire with a bike pump was not sucessful! MY son was not able to enjoy his xmas gift until 12/27. I broght the bike back 12/26 and was told that the assembly man was off for the day.
a very unhappy and sad 7yr old. while others children were enjoying their bikes my child was sitting on the sidewalk hoping and waiting to take turns on some other kids bike!
Pat of Danbury, CT (12/02/06)
I went to Toys R Us last night (12/01/2006) to purchase a Wii system. Yes they had the system - 50 to be exact, BUT NO I could not purchase it.
They were hoarding the units until Sunday for their 10AM opening. I even called the corporate headquarters at 1-800-TOYSRUS. They confirmed that it was a corporate decision to NOT SELL the units they received until Sunday.
I AM FURIOUS!
Marilyn of Austin, TX (10/29/06)
The Toys R Us Big Book stated that you could preorder a Nintendo Wii on October 29th. We arrived at the store two hours before opening and were approached by the Store Manager. He said they distributed the tickets for the purchase at 4:00 a.m.
There are two things wrong with this. It contradicts the Big Book Offering during store hours. Secondly, it seems fishy as it creates a mechanism for store employees to alert friends and family for Ebay profits. The manager rudely told everyone in line that the other Toys R Us stores did not have them.
We went to a different Toys R Us, which handed them out at opening; however, we were not able to obtain one.
Nicole of Albany NY (10/10/06)
I ordered a yoda costume on September 20. They're site at the time said orders are filled if in stock in 2-3 days(this has since been removed from their site), standard shipping could take 7-10 days. Well it's now October 10. I found out by calling them the item is not in stock as their website says on Oct 2, but is on back order. I never received an email on this nor a phone call. When I called to cancel this order on both 10/2 and 10/10. I was told my request was submitted and someone will get back to you in 48 hours but there is no guarantee to be able to cancel- even though it's a Halloween Costume! To date I have not received one phone call or email from Toys R Us.
All I want is the order cancelled, as I went elsewhere. When I said to the customer service rep on 10/10 I was going to go to report this to consumer affairs and the NY & NJ State Attorney Generals on this matter since Toys R Us is violating their own policy! The rep stated review the policies and terms on our website, I don't care what you f***ing do, you can't cancel an order. To which I hung up.
Catherine of Cheltenham England (07/30/06)
Needed to buy 3 packs of Huggies Crawler 90 Nappies. The only stock available was stacked in towers of 3 starting at the top of a 2 metre shelf. (I'm 5' tall). This was at 2pm on Sunday and the store was not very busy. Customer service paged someone twice in the 10 or so minutes I patiently waited. In the end I had to climb to the base of the shelf, shake it, and move the bottom box of three with my fingertips so the whole tower fell down and I could put them on my trolley and be on my way. (Baby and hubby waiting in the car.)
On the way out I asked for a complaint form. I was directed to wait for the manager. The manager explained that there were usually boxes on the floor but they'd sold out, and they didn't have time to get more down off the shelves. I said I don't have time to spend 20 minutes buying three boxes of nappies, that it's ridiculous that visibly available stock isn't accessible to the customer and I had to climb and shake the shelves after waiting a good 10 minutes for assistance. She basically just shrugged that there was nothing she could do. I left then, but I thought she could do her job and make sure the store is running smoothly!
No real damage except anger, stress and a strained neck and back from climing the shelves. I wanted to pull the whole lot down!
Bridget of Chicago IL (07/25/06)
On July 14, 2006, I went to Toys R Us to get toys for raffles the following day for the city park sports league I help run and volunteer for. I have been with this league for 6 years, we have our own account, letterhead, logo, etc., but also have a partnership with the city. I wrote a check for the amount, presented my identification, our tax letter, & my business card which held my personal contact info as well as that of the park. They said they had to call it in. Since the bank was closed they would not accept it, and I had to use my own money (vacation money, to be exact) to pay for everything.
The irony here is this league (I, specifically) bought from KB Toys, Walgreens, Jewel, Best Buy, Victoria's Secret, Sam's Club (the league has a business membership), and many other major stores with no incident. This was my first time using Toys R Us. The employees, I noticed, were all Latina, and I wondered if I was being profiled since I am of African American descent, though my son shares their heritage and was with me that evening.
I had to wait 2 weeks for reimbursement (that's hard on a single mom), suffered some embarrassment at checkout, and felt unsure if I would ever use Toys R Us again.
Catherine of Martinez GA (04/06/06)
I am so upset with Toys R Us service at this moment. I just purchased a Verona Swing Set on 4/2/06 @ 4:46pm in Augusta Ga. The next day my husband had put the swing set up it took him over 2 hours for our 2 year old granddaughter, my husband has cancer and this was really a job for him. After setting up the set he noticed that the steps were missing for the ladder. I then called Toys R us and spoke with the store manager Tashi and she informed me that I needed to bring the whole set back and I explained to her that my husband had just finished installing this set and how long it had taken him. She said this was the store policy. I then asked her if I could speak to her supervisor and she informed me in a very rude way that she was the manager and no ones was higher then her.
I then asked her if she was the owner of Toys R us and she said in a sharp tone NO. I asked for the Regional manager's name and she informed me again in a rude way and sharp tone that she could not give that information out. I told her that I work in that type of field part time and I know that she has to inform the customer of that info. She then told me that was personal information and she would be violating store policy. As of now I do not have that name or any way to contact them.
We then took the swing set down and placed in back in the orignal box so I could get another one or a refund all this time my grandbaby was crying in the background wanting to swing. I then went to this store still very upset by the way this manager had treated me I also loaded up all the other toys that I had purchased that day for a total of $176.06 cash money. I arrived at the store and their was 3 other ladies behind the service desk laughing and talking. I told them that I was there for a refund on this swing set and other toys that I had purchased yesterday. Tashi, manager was telling them that's the lady who called about the swing set missing the ladder steps and she refused to wait on me.
I then informed the other 2 ladies that I wanted my money back now and she told me that the packages had been opened and they could not take them back. I told her that they were going to give me all of my money back today and right now that I didn't need to be treated like this and my money can be used somewhere else and I didn't want a D__ thing that Toy R Us had and I would also inform all the people that I knew not to shop at that store anymore. This manager needs to be informed that she can not talk to people like they are trash.
To make you smile about this matter I proceeded to Wal Marts in Evans Ga and purchased the same swing set for $10.00 more and the other toys also. But I did get some great customer service from them and they were very happy to take my cash money and load my truck up with no question asked and I indeed gave the young man a tip. Now my grandbaby has a swing set to swing on. I deeply hope that manager is very happy with herself and how she can live with herself treating people like that.
Karen of Springfield MA (02/28/06)
My 14 year old son went into the store to look at some baseball cards for a minute while I waited in the car. After a few minutes, my son came out and said that a parent needed to be present in order for him to be in the store; so, I went in with him. He continued to look at the baseball cards while I was looking at items around the corner from him. I heard a woman (in her late 30's, early 40's) asking him if he brought a parent back with him and he said yes and said where I was. All the while he was polite and respectful to the woman but she was very negative to him, using an accusing tone of voice as if he did something wrong.
I came around the corner and said I was his mother and that things were OK (in a respectful tone of voice). She continued to speak to me in the same manner and negative tone of voice while stating that children are not allowed without parents and that was their policy. This all happened in less than a minute. I was appalled at the lack of courtesy and respect shown to customers! I told my son to put the item down and that we would purchase it elsewhere.
Because I was truly upset by the lack of respect and courtesy this worker showed, when I arrived home I called the store to speak to someone. The person who answered the phone was the same woman I had the confrontation with. I explained to her the reason why I was upset was because of her negative tone and rudeness when speaking. I mentioned that a little smile would have lightened the conversation and make her words appear less threatening. After letting her know what made me upset, she defended her position and never once apologized.
At the end of our conversation, I said that because of the rudeness I would not shop at any Toys R Us store again. It absolutely baffles me that a store would have someone in charge of customer service who shows such a lack of respect towards people. Customer service is critical to a business's survival. It doesn't matter how superior ones product may be when compared to anothers; if the quality of customer service is poor, who would want to purchase anything? Thank you for letting me air my grievance.
Heidi of Frisco TX (01/03/06)
I was shopping in my local Toys R Us when my two year walked over to a GO Cart on a display box and the Go Cart rolled off the display box onto my two year son!! He cried and was scared, so I pulled the Go Cart off of him and put the Go Cart back on the display box and the stupid thing rolled off again and hit my five year old son!! I had to hold the Go Cart for at least 10 MINs on the display box until i got help!!! Other customers were dismayed! People saw what happened and were shocked! The manager and employees did nothing to accommodate or confort us. I am very disappointed with Toys R Us. That Go Cart is extremely heavy and very dangerous, it could have done permanent damage to my two year old! It could have broken an adults toe!
Diane of Middletown CT (12/27/05)
I purchased the You & Me Deluxe Travel Set #91803 (baby doll, back carrier, sleep carrier and miscellaneous items in travel bag) for $29.99 and the You & Me Baby Doll Outfits #65134 (2 outfits in 1 package) for $9.99. My complaint is that both of the hats AND the sleeves on the outfits do NOT fit the doll. This is extremely dissappointing as this item is a direct product of Toys r Us.
Andrea of East Berlin PA (9/7/05):
I purchased some toys for my daycare on the evening of 9/5/05 and paid with a credit card. It wasnt until the following afternoon when I was at the checkout line with a belt full of items at Walmart that my credit card was missing. I had to scramble to pay for my stuff and think about where my credit card was. I am never THAT forgetful!
Remembering that I had used it the night before at Toys R US, I called them. Indeed they had it. The cashier hadn't given it back to me after the transaction had been processed. This location is 45 minutes away from where I live and it was by chance that I was in the area and made the purchases for a grant I received for childcare. What really made me furious, is that during my check out at Toys R US, they asked me for my phone number and plugged it into the computer.
Not only did they NOT call me to inform me that they had my credit card, but when we got to the store they did not apologize for the mistake and did NOT check my ID. They simply handed me the credit card and went about their business! WHY? Why didnt they try to find me in the parking lot? My items were fairly large and it took us several minutes to get them in my car!
Not to mention...Why wasnt I called? They had my phone number right there in that computer! If I hadn't had the need to use my credit card so soon, I would have probably never figured out where I used it last! What really ticks me off is that this is the SECOND time this has happened to me at the same location! Seems very suspicious to me!
Heather of Salida CA (8/15/05):
I went to Toys R Us with 2 pictures of a toddler bed that I wanted. In the bed section there were several empty spots so I asked the man in that section if they carried the beds. He said no. I asked if he could order them, he said no.
So I went home and order both beds online thru Toys R Us. Ended up paying an extra $160.00 in shipping. Two days later went back to Toys R Us for outdoor toys and there in the empty spots were both of the beds I had asked about. Went home and tried to cancel order -- too late they already shipped. One bed was shipped special service and they said nothing could be done about it. The other was UPS and I could refuse shipment when it arrived. When it did I was not home so it was left in my backyard.
I have called and written Toys R Ss several times. Lady on phone says she will file a claim and someone will get back to me. No one has ever called me back. Their lazy employee cost me $160.00.
Nedda of Pinole CA (12/21/04):
I am so upset with Toys R Us service at this moment. I was just at the Richmond Store on Fitzgerald Drive in California. I went to get a specific toy, a dragon that comes in an egg. There were two on the shelf and both had broken eggs. I asked a friendly worker if there were more in the back or if I would just have to buy the one with the broken egg. He said I should take it and buy it at the customer service desk because they may give me a discount. I went to the customer service desk and stood in line for at least half an hour.
At my turn, I told the friendly overworked customer service sales clerk what he said. She checked the computer and told me there were more in the back. She told me to wait a few minutes to get a new one. I waited for about 20 minutes. A friendly guy came back with one of each type of dinosaur and asked which one I wanted. I had him choose one for me. Then I turned to the desk to have them ring me up. I had JUST this ONE item, which I had already waited almost an hour to purchase.
The manager was behind the desk and told me that I had to stand back in line to purchase it, as I was only in line to ASK about the product? WHAT! She seriously forced me to stand in line, where I had to wait another half an hour! And then, when I finally got to a sales clerk, the price rang up incorrectly as $7.99. And I had to wait another 15 minutes for someone to check that the price was $4.99.
Out of all of this, the only person who really upset me was the manager. How rude, to refuse me service at the desk where I had clearly waited patiently for help. I wasn't asking for anything extraordinary or special treatment. The cash register was right there. It would have taken LESS than five minutes to complete the transaction. Since when is a person only allowed to ask one question or have one thing done when they stand in line at a customer service desk? I cannot believe this treatment.
On top of all of this, as I stood waiting for the toy, another woman had her turn. She had waited right behind me for a half an hour for service as well. She had a long receipt of over $200 worth in merchandise. She told them that when she checked her bag yesterday it was missing one of the packs of batteries (she had bought 2 AAA for $6, and one AA for $3; she said the AA were missing). They called the manager for her (the same manager that made me go back in line to pay for my toy.)
This manager told her that it was company policy that they couldn’t give her replacement batteries because it had been two days since she made the purchase. She told them she didn’t check her bag until last night and that it hadn’t occurred to her to check the bottom of the bag for the batteries. They told her that they would give them to her this one time, but that this store didn’t usually do this because of “the kind of people” that shopped in “this area” who might try to take advantage of the store.
Are you kidding me?
Then the manager tried to dig herself out of her hole by saying that she didn’t mean anything against this woman, who happened to be black, personally and that she trusted her and that was why she was giving her the batteries. This was by far the worst shopping experience I have ever had, anywhere, in my entire life. I cannot imagine shopping at Toys R Us again.
The saddest part was that all of the employees were so extremely friendly. A rotten service manager apple spoils the whole bunch though. I, myself, worked in retail while in college. I credit that job with giving me great people skills, which, today, allow me to be a better doctor.
I am a patient person. Waiting in line doesn’t bother me, as long as when it is my turn I get the best service possible. It upsets me to see such rudeness, especially at a CUSTOMER SERVICE desk. I am sorry that Toys R Us have lost at least two customers tonight. And countless others were waiting for service at the desk as well, who know what happened after I left.
Anglique of Staten Island, NY, writes:
I was charged twice on my credit card for an item that I only purchased once. The cashier was the one to scan the toy twice. This happened on Monday 12-18-00, I didn't realize the mistake on the reciept until Friday 12-22-00, I called the store and explained what happened and was told to come in and speak to the store manager, "Bob".
I got up early Saturday morning and went to the store and was told there was nothing that can be done. Bob said he can't randomly pick people who walk in with reciepts and claim they have been overcharged. I have been on the phone with their corporate offices for the past two weeks and I spoke to a Ms. Melanie Mitchell, all she keeps telling me is that she has to speak to her supervisor and her supervisor will then make a decision. I called yesterday and today and only got to leave a message on Melanies' voice mail. No one has called back yet.
I also asked if the register areas were kept under survelience and if so why could't we look at the tape since I have the exact date and time on my reciept, still no response. I was charged 39.99 plus tax for an item that I never bought.
The store has illegally taken Angelique's money and should refund it immediately. If it doesn't she should complain to New York City Consumer Affairs and, if she is up for it, file against them in Small Claims Court.
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