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Melissa of Bensalem, PA July 25, 2008
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 July 21, 2008
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 June 26, 2008
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 June 23, 2008
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 June 9, 2008
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
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