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Chung of Palo Alto, CA March 28, 2008
Chung of Palo Alto CA (03/28/08)
Toy-r-us had a sale of 2G Creative Labs Zen Stone MP3 player, no quantity limited. On 3/23 EDT, I ordered two from their web site, one red and one green, for 27.49 X 2 + tax + shipping. On the web site both listed as in stock. After ordered I also get a confirmation that both of them were in stock. Later on the same day I received an email from them saying the green one was not in stock and will be sent when available. On 3/25 I received another email from them about my order of the green one has been canceled by them due to not available.
From: Toys R Us & Babies R Us Catherine of Colorado Springs, CO January 26, 2008
Catherine of Colorado Springs CO (01/26/08)
On 23 November 2007, I ordered the PS2 Black Friday promotion (PS2 and three pre-selected games, Tony Hawk, Spiderman, and one other) for 129.99 as well as a 8MG Memory Card. When the package finally arrived, it contained the PS2 (in a sealed box), the memory card, but no games. I tried to call 1-800-ToysRUs, but never got through to a person. Thinking there might be coupons in the box to redeem for the games, I was hesitant to open the PS2 box. On Christmas Eve (afternoon) my son opened his gift and NO games, no coupons! I immediately called the company and after being on hold for 10 - 15 minutes, a very nice lady answered. She listened to my problem, took my information and said that I would receive a call back.
So I waited and waited, and finally called again on 21 January @ 9:00 a.m. Another very nice person (Bob) took my information again and said that someone would return my call. Later that afternoon I finally received a call from a lady who told me that for the PS2 promotion I had ordered, I needed to actually add the games to my shopping cart (because there would be a shipping charge). No where did I ever see instructions to do this. I actually had clicked on the games, thinking that I got a choice, but all the link did was show me the games and a short description of each of them. She said that there nothing she could do. I am extremely unhappy, and all this woman could say was sorry! (She must have said it a dozen or more times) Sorry just doesn't get it! She also said that I could e-mail a complaint if I wanted to do so. Yeah, right. I sent several e-mails expressing my extreme dissatisfaction to ToysRUs, but I keep getting responses saying that I need to complain to ToyRUS on-line, though they can't give me a good e-mail address. Go figure! I firmly believe that ToysRUs.com intentionally misrepresented its promotion, confusing people, and then not taking responsibility. I should have just waited in line that morning a getting the same package at the store! At least I would have gotten the entire promotion or at least I would walked away empty handed but not frustrated.
My son's Christmas gift was short. Had I realized what had happened, I could have at least bought a few other things for him! Try explaining why one child got more the other one did! Laura of Webberville, MI January 4, 2008
Laura of Webberville MI (01/04/08)
My dad ordered the home depot 2-in-1 deluxe workshop the day after Thanksgiving from Toys R Us online (were out of it in the store). We had to pay shipping, but it still ended up saving 10 off the original price. It arrived very battered. The outer box was dented and torn. The inner box (which held the toy) was also very battered and torn. It had obviously been opened before and taped back up; you could see the double layer of tape, one cut, the other holding the box shut. One of the corners was so badly dented we didn't even open it to look at the contents, we assumed it was damaged. We took pictures of the mess and called Toys R Us. They agreed to replace it, and as a favor they would pay to ship it back and ship the new one.
We agreed, and the second one arrived a week later. The outer box was in fine condition, no dents or tears. We opened the outer box to find another pre-opened toy inside. The box was battered and torn, but there didn't appear to be any major dents so we figured the toy might be ok. We opened it to find that there were several broken pieces and cracked pieces. The store won't do an exchange; they only do refund of the original price, and then you can re-buy the product. It was a sale item, so it would end up costing us twice as much, plus we don't get a shipping refund. The online people said they will exchange the toy, but we have to pay shipping both ways. This sounds like fraud to me. They could obviously see that they were sending damaged goods. I took many pictures of both products and am not going to sit here and let them do this. Who knows how many others are out there who have had this happen?
We have now payed for two products and there shipping and have been refunded nothing as they said they would do apon reciept of the first toy. We also ended up paying to ship it back because they never sent a return label as they said they would. My son who is borderline autistic has been throwing fits because he doesn't understand why he can't play with his xmas gift, it is very tramatic for him. Janice of Selden, NY December 22, 2007
Janice of Selden NY (12/22/07)
On December 3rd I ordered a gift card to be mailed to me. The website the card would leave the warehouse in 2 to 3 days. Then it said it would arrive to me 6-10 business days there after. It is a Christmas gift for my 7 year old nephew. I still have to mail the card to another state. After several phone calls, I still did not get the card. They put you on hold and say they are going to try to find out through tracking were it is. I have always gotten disconnected.
I told them I wanted my money back for the card; they said they cannot do that. Now I do not have a gift for my nephew, thanks to the unprofessional way Toys R Us runs their company. I will never again shop there or in Baby R Us. I tried to get a corporate address to write a letter. That is a joke. I am unable to find it.
Jen of Ephrata, PA December 18, 2007
Jen of Ephrata PA (12/18/07)
I ordered a crib & changing table on October 30, 2007. I received the changing table in less than a week on Nov. 2. As I was waiting for the crib I kept checking the Fed ex tracking which said that the crib was going to be delivered Nov. 7. That day came and went so I checked the tracking again and it said that the package was damaged in transit and was being returned. It arrived in Washington state and was signed for a week later on Nov. 15. The following week I started calling every week to every week and half to try and resolve the issue and as of today Dec. 18 I have not received the crib or any type of refund. This is very frustrating seeing as how I'm more than nine months pregnant and still without a crib.
This situation is causing me very much stress and frustration in a time when I need to relax the most. I need a crib, but can't afford to get one because Toys r Us is fumblineg around with my 287.49.
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