Monday I ordered two Lego sets online at toysrus.com. They had a promotion of buy one get one 50% off with free shipping if your order was over a certain amount.
AFTER I placed the order I received a message that one item was unavailable, and I was charged full price for the second item, plus shipping. I was not given the option to change or cancel my order. I called their customer services number and waited 5 hours and 49 minutes (I'm on a tight budget - every dollar counts and I wouldn't even have ordered from TRU if not for the promotion and the free shipping.) but I never got to speak to a rep. So eventually I had to hang up - thank goodness for all those rollover minutes I have.
I sent them an email but got no reply. The next morning I called again, and after 10 minutes got to speak to a rep who told me "I'll see if I can try to help you." She could not cancel the order at this stage of processing, but I could return it for a refund, minus the shipping charges. That is unacceptable to me. She said there was nothing she could do but she would transfer me to a "universal specialist" who might be able to help me.
I sat on hold for another 10 minutes and gave up. I am writing to the CEO of the company. I will return the item to a store and be out the shipping charges. Money wasted.
Then I will purchase it anywhere else. I will never be doing business with Toys R Us again.
Review about: Toys R Us Shipping Service.