Toys R Us

The Complaint ID:[redacted] has been resolved. Sincerely[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

Please be advised our website features the following, We will match prices from selected online competitor websites, including [redacted]...

[redacted] The website the consumer visited is not part of the list of competitors we price match. We will consider this matter resolved.
Thanks,
Vanesa
Executive Customer Service

Complaint: [redacted]
I am rejecting this response because:
I am aware that there is an Unsubscribe link at the bottom of their...

spam emails.  The problem is that it is a hoax.  It does not have any effect.  It just leads to a page where you can supposedly update your email preferences.  In may case, they were all already unchecked.  Submitting the update does not cause the barrage of spam to stop.
Regards,
[redacted]

Please have the consumer provide proof of purchase to further assist.
 
Thanks,
 
Vanesa
Executive Customer Service

DO NOT ORDER EMAILED GIFT CARDS!
My father ordered an E Gift Card for me so I could get a stroller travel system that was on clearance in store but not online.
So the online order goes through, the money was taken out of his account but the order "tracking" still said processing.
Called Customer Service to have them tell me it could take 24 hours to get the card EMAILED to me, okay no big deal, I could understand that process. 24 hours passes, nothing new. Chatted online, no answers, was told by a woman named Lyzza that some info regarding my father's billing information could be wrong, whether his phone number or whatever, so that is fine, I will contact him. Another 24 hours later I was told they would escalate my case so they can get it out of the processing and "under review" status...That never happened. That same day I am talking to the 6th person since apparently Lyzza couldn't do her job and write the new number, so they called my father's house, so he missed the call.
Still no answers so they escalated it and prioritized my case further, apparently not. Here I sit 72 hours later, after having to tell them the correct number to call, giving them my number as well for the "credit department" to get in touch with us since they kept calling my father's house after telling them to call his cell. So I once again got on a chat, told the man that I was not waiting 24-72 hours again, this is ridiculous and no one has helped.
Within 2 hours of yelling at them, repeatedly telling them that I deserve an immediate call after all of this trouble and waiting 3 DAYS for an EMAIL, my father received an email stating that his order has been cancelled and to call for more information. I HAVE CALLED FOR 3 DAYS AND RECEIVED NO INFORMATION. If it was under review for suspected fraud or something then they should've tried to call my father or myself like I asked.
I was able to verify all of his info, provide 2 phone numbers as well as my own. They took their $300 out of his account and yet couldn't find the time to send me my gift card. The travel system is no longer on sale, my father has to wait for his refund and I am due in 2 weeks. Thanks a lot. Extremely bad customer service.
Also, Lyzza is impatient and tries to kick you off of chat if you do not answer her in a timely manner.
Osmin is a great customer service agent but still was unable to help.
Jorge was the last person I talked to and didn't seem to care that I was frustrated and must have gotten in touch with a manager because they cancelled my order. Maybe they should've gotten me in contact with the manager in the first place and this would have been avoided.
I ordered a crib from Babies R Us and had no trouble what so ever and it came a week early, so what the hell happened here?!

Please be advised the Consumer will need to contact [redacted] directly as this was the vendor the Consumer transacted with. At this time we are unable to assist.
 
Thanks,
 
Vanesa
Executive Customer Service

Please be advised we have processed a credit back to the consumers original form of payment, [redacted] ending in [redacted]. We will take no further action.Thanks, Vanesa V[redacted]Coordinator, Executive Guest Services

Complaint: [redacted]
I am rejecting this response because: I should have never been charged for an item that the business didn't have.
Regards,
[redacted]

Please be advised we will be crediting the consumer order #[redacted] in the amount of $23.58. We will be sending the consumer a electronic gift card for the full amount to the email address provided above, since the original form of tender used to check out was a gift card. Thanks,Executive...

Customer Service

Complaint:...

[redacted]
I am rejecting this response because: I was suppose to get a call back on Monday July 11 2016 on an Executive escelation case and nothing!  Toys are us is going to continue to sell an item and ship another which is not legal to do. I am not letting them get away with it I am exposing this "too big to fail" scam company.  I already purchsed a Sonic at [redacted] for $50 instead it wasn't the cost it's the principle. Toys R Us has lost ALL my mother and grandmother shopping.They have shown me they cannot be trustedimage 1 is what I received and image 2 is what I ordered. notice there is no plastic push button no plastic pegasus wing and the main and tail does not have enhanced glitter
Regards,
[redacted]

Please be advised we have credited the consumer 20% off the order plus an additional $74.99. Please see the emails sent to the consumer below for reference. We have also had our third party carrier attempt to contact the consumer on 8/30 and 9/1. We see a reshipment was processed on 8/30/16 for a...

new crib. We will consider this matter closed.  
Thanks,
 
Vanesa
Executive Customer Service
 
Dear [redacted] Thank you for shopping at Toysrus.com and Babiesrus.com. We have issued credit to your original form of payment for the following item(s) from order # [redacted] Credit for returned item(s): Subtotal: $0.00 Total Credit: $75.00 Please note... * The reference number for this credit is [redacted] Your credit should appear on the original method of payment used to make the purchase within 5-7 business days If you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at [redacted] Thank you again and hurry back soon to see what's new at Toysrus.com and Babiesrus.com! Sincerely, The Guest Service Team Toysrus.com and Babiesrus.com PS: This is a notification-only email, please don't respond to it. For answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at http://link.toysrus.com/r/58T14M/1OE2B8/IK2E4C/UGTCKQE/ORTSGZ/CW/t?a=943226471&a...⇄ [redacted]


Dear Napoleon Mendoza, Thank you for shopping at Toysrus.com and Babiesrus.com. We have issued credit to your original form of payment for the following item(s) from order # [redacted]
Credit for returned item(s): Subtotal: $0.00 Total Credit: $74.99 Please note... * The reference number for this credit is [redacted] Your credit should appear on the original method of payment used to make the purchase within 5-7 business days If you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at [redacted] Thank you again and hurry back soon to see what's new at Toysrus.com and Babiesrus.com! Sincerely, The Guest Service Team Toysrus.com and Babiesrus.com PS: This is a notification-only email, please don't respond to it. For answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at http://link.toysrus.com/r/DZCOQI/SUM8LY/QJX3Q4/2ACR1ZY/ORTSGZ/HI/t?a=943226471&a...⇄
[redacted]


Dear [redacted] Thank you for shopping at Toysrus.com and Babiesrus.com. We have issued credit to your original form of payment for the following item(s) from order # [redacted] Item #: [redacted] Description: Oxford Baby Dallas 4-in1- Convertible Crib - Slate One Size Quantity/Price: 1 @ $84.00 Status: Price Adjusted/Credit Returned Credit for returned item(s): Subtotal: $84.00 Sales Tax: $5.04 Total Credit: $89.04 Please note... * The reference number for this credit is [redacted] Your credit should appear on the original method of payment used to make the purchase within 5-7 business days If you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at [redacted] Thank you again and hurry back soon to see what's new at Toysrus.com and Babiesrus.com! Sincerely, The Guest Service Team Toysrus.com and Babiesrus.com PS: This is a notification-only email, please don't respond to it. For answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at http://link.toysrus.com/r/OEKWLU/WHXA1K/E5OKZ8/W6GL154/YB2GL1/HI/t?a=954725821&a...⇄ [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending...

it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
 
I am...

rejecting this response because:
Although they did contact me, they also stated that in fact they falsely advertised the item in their flyer. The will not be getting this product nor have they ever had it. I asked them how they think this is ok to falsely advertise items ESPECIALLY in a Christmas toy catalog, every parent I know gives these to their children to decide what they want Santa to bring. It is WRONG. I am willing to bet there are many many more items that were falsely advertised. There will be a lot of disappointed children this Christmas.
Regards,
[redacted]

Please be advised we have resolved this complaint directly with the consumer on 12/26/2017 at 9:14am. Thanks, SuomaraExecutive Customer Service

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Please be advised we have the address the consumer entered at the time of her order [redacted] [redacted] ** [redacted] We are unable to credit any shipping costs at this time as the consumer entered that address. We will consider this matter resolved.  Thanks,...

 [redacted] Executive Customer Service

Please be advised our records indicate the consumer paid for regular shipping and the items arrived before Christmas. The item cancelled off the order was not charged to the consumer and was out of stock at that time. We will consider this matter closed.  Thanks, [redacted] Executive Customer...

Service

Please be advised we processed a credit back to the consumers original form of payment. Please see the email we sent to the consumer below. We will consider this matter resolved.  Thanks,  [redacted] Executive Customer Service  Dear [redacted]Thank you for shopping at Toysrus.com and...

Babiesrus.com.We have issued credit to your original form of payment for the following item(s) from order # [redacted]Item #: [redacted]Description: Nintendo Wii U Mario Kart 8 Deluxe Set One SizeQuantity/Price: 1 @ $299.99Status: Price Adjusted/Credit ReturnedCredit for returned item(s):Subtotal: $299.99Sales Tax: $18.00Total Credit: $317.99Please note...* The reference number for this credit is [redacted] Your credit should appear on the original method of payment used to make the purchase within 5-7 business daysIf you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at [redacted] Thank you again and hurry back soon to see what's new at Toysrus.com and Babiesrus.com!Sincerely,The Guest Service TeamToysrus.com and Babiesrus.com PS: This is a notification-only email, please don't respond to it. For answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at [redacted]

Please be advised the consumer has been contacted by our Risk Management team as well as the delivery company. He has been told he will be receiving a check for everything that has transpired with the delivery company sometime at the end of this week. We spoke with the consumer on 11/2/2015 and he was satisfied with the outcome. We will consider this matter closed. Thanks, Vanesa VExecutive Customer Service

Please be advised we mailed out a physical gift card to the recipient on 5/16 via [redacted] which shows delivery on 5/18/16. We will consider this matter resolved.  Thanks, [redacted]Executive Customer Service