(My letter to Toys R us) I am writing today to complain of the poor service I received from your company on January 10, 2017. I placed an order on 1/04/2017 using a gift card for Black Chicago Bullet Speed Skates for my 9 year old son (item #: 6688272).
As my son anxiously awaited the arrival, we received them on Monday 01/08/17. At our disappointment, we opened the box to find a pair of pink and white skates. My son was devastated. According to your Instructions (attached) in the box, I could return them back to the store.
I made a plan to do so on Wednesday 1/10/2017 after work. So I did just that at 4:38pm. The gentleman at the customer service was just that, a gentleman. He reassured me that I ordered the correct skates and that Toys R Us sent me the incorrect skates.
He then refunded me and gave me a merchandise credit card. Once I arrived home, I immediately called the customer service number 800)869-7787 and reached a young lady named Iesha or Myesha. I explained their mistake and proceeded to order the correct skates again. I gave her my Toys R Us merchandise credit number.
And she replied she would not be able to take a TOYS R US merchandise credit for an online purchase. At this point, I’m confused and rather annoyed. I asked to speak to a manager. After 20 minutes of being placed on hold, I received Lily.
Lily lacked compassion in my opinion. She stated the store should have told me that the TOYS R US merchandise credit could not be used for an online purchase as well and the store should have told me that. She also stated I should have called the 1-800 number before returning the skates to my local store. Nowhere, on the instructions in the box does it say I must call first.
She only gave me 1 option. And that was to go back to the store which is 22 minutes away from my home. And at this point I became livid that this was my only option. That’s a total of 88 minutes of driving and 3 hours of my time, energy and gas that I’m spending to correct the mistake of your incompetent employees.
I am most annoyed that I wasted an evening correcting your company’s mistake. I am a RN nurse manager and if any of my staff lacked the compassion that LILY lacked, they would no longer be employed at my center. It would have been a great gesture if Lily would have transferred the Merchandise credit from Toys R US to a gift card and completed my transaction as a way to resolve their mistake. She told me that the store manager stated I had to return back to the store before 9pm in order to have my refund granted.
I returned back to Toy R Us. I addressed the issue with the gentleman at the customer service counter and he was also confused. He stated he has issued a merchandise credit in the past for an online purchase without any problems. I addressed the issue with the store manager, DeJuan, who also appeared confused about the policy.
He then proceeded to order the correct skates online using the TOY R US merchandise credit initially issued to me. He apologized and stated he did not understand why Lily could not so the same. My impression of Toys R US has been tarnished, and my family and I will not ever make a purchase from Toys R US. I thanked DeJuan for making a very angry customer better.
I trust this is not the way Toys R US wishes to conduct business with valued customers—I have been with you since 1990 and have never encountered such treatment before. My time is very valuable to me and I don’t appreciate having to spend my time from 4: 38pm to 7:09pm handling the mistakes of your employees. I would welcome the opportunity to discuss matters further and to learn of how you propose to prevent a similar situation from recurring. I look forward to hearing from you.
Attached please find all receipts for the transactions related to this incident.
Kudos to DeJuan and the gentleman at the c/s desk. I commend their efforts in quickly resolving this issue.
Reason of review: Poor customer service.