Not resolved
Customer service
Discounts and Special Offers
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
Layout of Store

My parents purchased a bike for my son this past christmas from toys-r-us. Within one month the gears in the pedal casing broke and the pedals now freeze up and it stops the bike suddenly.

My son is five years old and this is dangerous. When I tried to exchange for the exact same thing I was told I needed the receipt (which my parents had in another state.) I contacted them and they threw it out, so they contacted the store and got them to email a copy of the receipt to them which they forwarded to me. I returned to the store with the bike and my son in Chandler, Arizona on 54th street. I explained that I had been in before and had gotten all the documentation needed to accomplish this.

They said ok and they had a floor model ready to go and Bridgette took my bike back. A few minutes later she came back stating that my bike had some scratches on it. It is a five year olds bike that has been used, NOT WRECKED! It is in great shape and if it was not a danger to my son he would still be riding it.

She then started to say that the exchange policies are different for bikes although all posted literature about it says 90 days it can be returned, or exchanged with a receipt no problem. She told me I should have brought it in sooner. I explained that it did work for about a month and then broke. She basically told me the owners manual has numbers I can call and ship the bike to them and pay to get it fixed.

She looked at the bike closely before taking it back the first time and said no problem. Then she returned and said it was a problem. She started making up miscellanous claims about return or exchange time and procedures, none of which match the posted corporate model. I then called the Toys-r-us customer service line and have a reference number regarding this.

They told me exactly what all associates before had said..."it should be no problem." This woman was treating me as if I was trying to scam her over a $69.99 bike where I was returning one for the exact same thing. I had the receipt. All of this in front of a five year old. Unbelievable.

Will not be shopping there again. EVER!!

Reviewer is in unhappy mood. Please immediately contact the author of this review to discuss bad quality of toys r us customer care. Toys R Us needs to read this review and look into the issue (if any) according to poster's claims.

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