Toys R Us

Please be advised we are processing the consumer request please allow 6-8 weeks to be removed from our mailing list.Thanks, Suomara Executive 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]

Complaint: [redacted]
I am rejecting...

this response because:
The order number on [redacted]s [redacted]  The  tracking number is [redacted] And the order number in the receipt is [redacted].  Pls see the attach files which shows the product in my order.
Regards,
[redacted]

My husband and I went to store 7508 Boston Rd and had the worst experience of our lives. First, our cashier #2070313 complained about his back hurting over and over again, wasn't wearing a name badge and was incredibly rude. We were purchasing Terminator action figures that were on clearance for 6.98. Three of them rang up wrong. I told the cashier who first said nothing. Then he said, "Nope." I told him again and he said, "Well I can't move.." I advised him to get someone who could. First he asked a woman who had a walkie-talkie, she began to answer but then started helping a customer. I asked him if she was going to check and he said, "you have eyes just like me, she's helping a *customer*" I can't remember what word he used for customer but he used something different. I'm guessing it's a Toys R Us thing. He asked [redacted] who was standing at the doors. [redacted] asked what the issue was and then said he couldn't help. Minutes later [redacted] comes over. I ask if she's the manager and she says "No," while [redacted] says, "Yes." She then clarifies she's a supervisor. I tell her what the issue is and she says she'll spot check. She comes back and tells a bold face lie saying there's two racks. I was looking for every Terminator type they had so I was looking above and below. To the left was Gremlins below was Big Trouble in Little China figures. I grew upset that she was outright lying. By this time [redacted] comes over and asks what the issue is again. I tell him and he just parrots what the others have said. I asked the cashier his name again and he laughs and says 'I don't have a name." [redacted] and [redacted] laughed with him. I then called them is. [redacted] pretty much ignored me and talked to my husband as if I was a kept woman. He was sarcastic and a jerk. None of the three had any type of customer service skills and instead acted like bullies on a playground. I don't care about the extra $3.00 on each action figure. I care that I got the worst customer service I've had in 30 years and I worked in customer service. I just hope that if [redacted] or [redacted] ever apply elsewhere and they use Toys R Us as a reference, this is checked and they're not hired. I wish I could tell you cashier #10s name. My husband and I spend about $1000 on Toys for Tots every year. Much of it is bought at Toys R Us. My husband also collects action figures and gets the exclusives. We will never step foot in that store again. We'll go to the Connecticut one, but the Springfield MA one is absolutely horrible. I was treated like a parasite. I will say when I called the corporate line and spoke with Sheila, she was gracious, kind and understanding. She is what Toys R Us needs!

Please be advised we are unable to accommodate the consumer's request as the item is currently out of stock. we offered to credit the consumer back to their original form of payment in the amount she was charged $32.91 card ending in [redacted]Thanks, Suomara Executive Customer Service

Please be advised we have the address the consumer entered at the time of her order [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

[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.
However, it should not have come to this point. The address was updated and 3 out of 4 items were delivered. I was given a refund on the 4th item, then they rescinded the refund two days later and refused to let me speak with a supervisor. I ordered the item from another business and it was easily delivered in two days, not the 20 days it took from Babies R Us for the other items, and without the poor customer service.
Regards,
[redacted]

Please be advised we have contacted the consumer directly to further address the complaint. We also left a voice message and provided a call back number to better assist. Thanks,Executive Customer Service[redacted]

Please be advised we are unable to accommodate the consumer's request as the item is currently out of stock. we offered to credit the consumer back to their original form of payment in the amount she was charged $32.91 card ending in [redacted]
Thanks,
Suomara
Executive Customer...

Service

I don't expect anything to be done as I look at other bad reviews regarding ToysRus with no efforts to correct your horrible business practices and standards of customer service. I also understand black Friday shopping is a day of chaotic shopping where the normal rules don't apply but I don't expect customer service to be less on this day and at your store in College Station Texas it absolutely was. I went in attempting to purchase the Wild Things ride on toy and went to find an associate who said he would help. He took me to the isle and handed me a ticket and said that is all I needed. I asked "are you sure?" The associate said yes as long as there is a ticket you are good to go. Since I was excited about getting the only toy my daughter had asked "Santa" for I decided to stick around and finish shopping for my kids and nephew. We spent a couple of hours shopping and even stopped at the price checker to make sure the ticket I was given for the ride on toy was ringing up correctly. It was so I continued to shop. After filling mine and my sister's basket we decided to go check out. Well within the time the ad said we had to check out. As I was checking out the checker handed the ticket to another associate and asked if she could go get the item. She associate glanced at the ticket crumpled it up in her hands as she said we don't have these anymore and walked off. I was stunned, one because I was told there wouldn't be a problem and two because she so rudely disrespected the fact that I left my family and chose to come shopping at her store when I could have chosen anywhere else. I call it her store because in my job I take pride in where I work and make sure my actions represent who my company would expect but I guess that is another complaint. I asked the check to have her come back over and explain to me why I heard something different from the associate in the isle. She came back and the response was "those are seasonal hires and they really don't know anything", really!!! I would have rather been lied to and told it was as mistake or at the very least why not brand the workers on the isle as season and untrained employees. Again your stores reputation is at stake when that is acceptable. Train employees or be honest. I know do not trust your store or the employees in it, therefor I will not shop there. I know one customer may not be a big deal but running a business this way will soon be replaced by Amazon where I can get better customer support from a computer. SADLY this shouldn't be the case. Going forward with an explanation of why I think your store would rate 0 on a scale of 1-10. I asked for a manager and out comes Patrick, manager of College Station Toys R Us. Who came out from his office with 0 customer service skills and a chip on his shoulder. He had no desire to hear me out. By this time I wanted a little understanding not a fix. I would have loved a, "ma'am I understand and will speak to our associates on the floor about being better at handling these situations". Instead I get eye rolling and rudeness and the same bull explanation that these are season employees that don't know anything. I was shocked to hear this from someone in a management position. This shows me not only are your floor associates not trained but your management isn't trained and shame on you for believing your brand recognition out weighs the need to do this. Again, my sales in a year cannot crush your company but I will not be surprised when in the next 3-5 years that at least the College Station store will be closed and I will actually welcome it after what I have experienced. I have satisfied my need for a ride on toy through Amazon who again ended up being more expensive but much easier to work with in a simple transaction. I will be taking back the other items I purchased on black Friday and I will not step foot back in your store again. I will make sure all of my friends know how I was treated and how this business is managed. I know that might not seem like a lot of again if one person decides not to spend $1 in your store then it will be worth it. I have never been so disgusted with a business as I am yours and will also be sharing this with the Revdex.com, the face book and twitter world and will recommend my friends do the same. I will not thank you for horrible service and horrible business practices.

Please be advise due to a technical error, online orders of Nintendo’s NES: Classic Edition were taken that could not be fulfilled. We understand that you are disappointed and truly apologize...

for the inconvenience.  The sale of Nintendo's NES was met with overwhelming demand and had limited inventory. Our system inadvertently sent a delay notification, when these orders did in fact have to be cancelled. All though, we are not able to implement rain checks on this item, we do expect additional consoles to arrive in stores between now and Christmas and encourage you to check with your local Toys"R"Us.  
Thanks,
Suomara

Executive Customer Service

Toys"r"us  still  denied the  second...

 charge  made  on  the  17th, but  agreed  to  refund  me  as  a  one  time  courtesy[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 advise due to a technical error, online orders of Nintendo’s NES: Classic Edition were taken that could not be fulfilled. We understand that you are disappointed and truly apologize for the inconvenience.  The sale of Nintendo's NES was met with overwhelming demand and had limited...

inventory. Our system inadvertently sent a delay notification, when these orders did in fact have to be cancelled. All though, we are not able to implement rain checks on this item, we do expect additional consoles to arrive in stores between now and Christmas and encourage you to check with your local Toys"R"Us.  Thanks, Suomara Executive Customer Service

Please be advised we will be contacting the consumer directly to further address the complaint.
 
Thanks,
Suomara

Executive Customer Service

Please be advise the sale of Nintendo's NES was met with overwhelming demand and had limited inventory. Though we are not able to implement rain checks on this item, we do expect additional consoles to arrive in stores between now and Christmas and encourage you to check with your...

local Toys"R"Us. 
Thanks,
Executive 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]

[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]

[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 sent this to the appropriate store team for resolution. Someone from the store team will reach out to the consumer directly.  Thanks,  VanesaExecutive Customer Service

Please be advised we have created a $25 discount code that can be used to price match the item cancelled off the consumers order. We will consider this matter closed.
[redacted]
Thanks,
 
[redacted]