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Toys R Us - Pricing

Heather of Tustin, CA September 24, 2009

I am writing to you in regards to an experience I had yesterday at Toys R Us in Tustin, CA, store 5638. I have had a number of service issues with this particular store. With the economy what it is now you would think companies would try even harder to keep customers and not drive them away. My experience today had to do with the much advertised buy 2 and get the 3rd free promotion. In my advertisement, which I brought with me to the store today, I was particularly interested in the Disney princesses. Back in the girls toy department there was the promotional sign where I was looking. I asked an employee just to be sure that the dolls I was looking at were part of the promotion. She asked another employee and they said yes. I then picked out: My First Disney Princess Baby Aurora 14.99, Disney Princess Tiana 10.99, Disney Princess Shimmer Snow White 10.99. The coupon and posted sign said the promotion excluded collectors dolls and these dolls were not. When I got to the register, Bella, my cashier was very helpful in getting me (I think) a manager as the promotion wasn't ringing up. I had the coupon in hand but that did not seem to make a difference. The manager said it applied if The Disney Princess logo was on the outside of the box and the Tiana doll logo was on the inside of the box! Are you kidding me? I put back the items as they were not going to honor the advertised promotion.

My instinct got the better of me and I came home to log on to toysrus.com to look at the promotion online. Lo and behold every doll in my basket qualified for the buy 2 and get the 3rd free promotion. Needless to say I'm a little peeved right now. My experiences at this store have not been great and the service at this Toys R Us and the sister Babies R Us location are so poor I don't even want to shop there anymore. I liked the selection but the value is not the best and the service is horrible. I ask you, would you keep returning to a store that constantly fought with you about your purchases? I even had a return last year (without a gift receipt) that was definitely a Toys R Us exclusive item and was told by customer service that I was "out of luck." I will now choose to shop elsewhere with a company that really appreciates my business and is a pleasure to deal with.

Jennie of Bronx, NY March 24, 2009

Jennie of Bronx NY (03/24/09)
The company is using false pretense in their circular to customers into their store.The week ending 3/21/09 there was an ad in ToysRus paper for Pampers Sensitive wipes 6pk 430ct 2 for 12.I entered the store friday evenning to purchase the wipes and a feww other items. Upon reaching the register the wipes that an employee had given me from showing her the circular was not scanning at 2 for 12.The cashier called the mgr. which said it was not the box but actual a plastic bag.

When the store mgr.Jason came to the register he brought something total different from what was advertise in their paper, then proceed to inform me that there was a printing error and he would not honor the price in their circular.I found out from an employee that's the tactic being used to get customers into the store during this economical hardship(false advertisement).

I contacted the companies customer service office and was told that there is nothing that could be done for me the consumer because if the store mgr. said the circular is a printing error he is the only one that could honor the companies circular advertisement. As a consumer you've also been told that the customer is always right and if it's printed the company has to honor it.Well I found out that's not the pratice of ToysRus INC. but to do anything neccessary during this economical hardship to achieve their companies goal.I wish for you'll to look into this matter and hold the company responsible for getting customers into their store under false pretense.I look forward to hearing for you. Thank you

I could not get the Wipes at 2 for 12 because it was being sold to me at 14.99 each.I ended with the other items supported by the circular prices.

Brooke of Cheshire, CT March 22, 2009

Brooke of Cheshire CT (03/22/09)
I was charged 17.99 for an item that I didn't purchase and was charged 24.99 for a doll that was marked 19.99. I told the cashier of the mistake before walking away from the register. She had me go pull the sticker from the shelf with the price. When I got back to the register, I had to wait in a long line just to get my receipt back that she was holding. Then someone else told me that I pulled the wrong sticker and went had me go back to the shelf with her to look at the price. When I asked her if it was 19.99 she didn't answer.

Then when she was issuing the refund I asked her if the item would be free because it rang up at the wrong price and she got very loud and rude with me when she told me that I would get it for the price on the sticker. She then told me that I would be getting a store credit for 24.37. I told her that I wanted to return everything if I was not getting cash back since I paid with my debit card for 44.00 of the purchase.

Then she told me to calm down and that the register was prompting her to give a store credit but that she would override it. It took over 20 minutes to get my money back, the cashier was extremely rude and I don't think I should have had to pull the sticker with the price, then have to go back with her to show her the shelf. I will never go back to this store location again. The customer service was terrible.

Dwayne of Flatrock, MI February 23, 2009

Dwayne of Flatrock MI (02/23/09)
On feb 21,I placed a phone call to purchase the Crestwood Lodge Wood swing set for 799 from toys r us.This was a sail price that ended on the 21 of Feb.the weather was bad 8 inches that day,i called toys r us to see if they had any in stock (yes) i asked if they could hold the set until the 22nd and they said yes and give me the sail price due to the storm.

The next day i showed up to the store gave them my name,the clerk went into thhe back room to get the set.The clerk said that he could not give me the sail price due to it was over.I asked to speak to a supervisor and she also said the sail was over and could not help me.TOYS R US SAID THEY WOULD HONOR THE SAIL PRICE,AND THEY SHOULD.I purchased the set any but for 999.00. the store# 9262 if you could help i would appreciate it THANK YOU.

Tara of Heathrow, FL February 16, 2009

Tara of Heathrow FL (02/16/09)
I prchased a Razor Power Wing for my son on 2-14-09 for 99.99. Today,2-15-09 Kmart's Newspaper ad had the same item listed for 90.I called the store and asked to speak with a mgr. I asked Bill, Mgr., what he could do about adjusting the price. He said they don't price match. I then called the 1 800 customer service #.Customer service rep, Ann, confirmed that the company policy was no price match. It is rediculous that they would rather loose this sale and me as a customer that refund the 10%. Too bad Toys r' Us.... that is the last dollar you will get from me.

I will no longer shop at Toys R Us and will contact local news media to complain. Given today's economy and stores going out of business in record numbers, Toys R Us is not making a smart move by adopting such a policy.

Lynne of Altoona, PA December 27, 2008

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