Toys R Us

Most horrific online ordering expierence ever! First time placing an order, I had to call and get help because the website was not working properly. When I was emailed my confirmation info, my name, and address was completely messed up. They didn't spell my name right, after spelling it out for them, and they also botched my address.(but they were able to spell my name right to charge my debit card) So I called them back immediately after I saw the mistakes, asked them to please spell my name right, and to also spell my address right, and I was told that they can't help me, I would have to completely cancel my order and start over... After I just spent about an hour on the phone trying to place this order.
So, we cancelled and I had to wait 3 days for my refund.
So, when I went to re place my order that they had messed up, I went ahead and tried to place it online so I could make sure everything was spelt correctly. But I had called before placing my order to ask who would be shipping this order: so I I knew to use my po or my physical. They told me that fedex was the shipper and to use a physical address.
I did that, and just had the most awful time trying to pick my packages up at the POST OFFICE. had I known the usps was delivering my things I would have used my po box. But I was told to use my street address. So the post office was about to send my things back.
And in order to get my packages from usps I had to pay them postage because this company can't do their jobs right.
I will never order from this place ever again; and I will also tell fellow friends about these issues I had so they don't go through what my husband and I had to.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Subject:  Response to Immediate Pools Recommendation
for Closure, dated 10/14/2014
 
References:
 
A – My letter to Immediate Pools, dated 9/2/2014, with the
initial declaration of error in equipment installation.  This was prior to Revdex.com involvement.
 
B - Two emails on file, both identified with a Estimate #[redacted],
both dated 8/12/2014 attached.
 
Before responding to the body of Immediate Pools complaint
response, the following errors should be corrected:
 
1.  There is more to
just replacing the control panel inside. 
This was discussed in document, reference A, which includes a 9 channel
[redacted] Personality Kit, associated remote control and pertinent parts.  Also, the door will require changing as it
depicts [redacted] instructions.  I have
also researched the required changes using the [redacted] website and discussed
with an Authorized [redacted] Dealer in person.
 
2.  There were two post
installation trips, one to complete the programming for spa overspill, one for
a programming issue with the system not starting in the morning.  These are installation issues. This was the technician’s
first job for Immediate Pools. The technician showed up without the necessary
tools and supplies to perform the installation, requiring the homeowner to
supply many nuts, bolts, washers, wire, tools and PVC fittings from his garage.  In addition, it was necessary for the
homeowner to make two trips to ACE hardware for PVC necessary to complete the
job.  The job could not be completed
without the PVC.  These supplies were
“not what I wanted” per their comment, but required to complete the job.  I submitted one ACE receipt ($56.05) which was
deducted from the final invoice and payment. 
The second ACE trip and subsequent receipt was around $12 and not deducted.
There were many trips between Friday through Monday during installation, which [redacted],
the owner, stated was to take one day, most likely caused Immediate Pools confusion
on how many trips (6 stated) were made. 
These Immediate Pools points are not germane to this Revdex.com compliant.
 
3.  Immediate Pools
has no configuration control on their Estimates.  We received two emails on the costs
(reference B), both had an attachment with the Estimate identified #[redacted], dated
8/12/14.  We have this information on
file and never received an Estimate with [redacted] delineated. Their copy with
[redacted] identified has #[redacted] and 8/12/14 too! 
What is amazing is the two Estimates I received (ref. A) and the final invoice
that I paid, have [redacted].  The only
Estimate [redacted] (dated 8/12/2014) with [redacted] identified, which I did not
receive, is yet another estimate version identified as Estimate [redacted] (dated
8/12/2014).  Hard to explain.
 
Rejection:  The rejection is based on Immediate Pools
recommendation for equipment replacement as discussed in paragraph one above.   As I requested in the reference A and in the
initial Revdex.com compliant against Immediate Pools, “Replace the [redacted]
controller with the [redacted] controller which was bid.  I want to approve what part numbers Immediate
Pools is installing prior to installation.” 
Furthermore, I reserve the right to have, at my expense, a Pentair
representative on site while the installation is updated to [redacted]. 
 
I will proceed after I reviewing the part numbers and a
timeframe for the installation, provided by Immediate Pools.
 
In parallel, I am proceeding with an [redacted] Complaint.
 
Thank you Revdex.com for hosting this Complaint,
Regards,
[redacted]

Please be advised we will be contacting the consumer before the end of business day tomorrow to resolved this complaint directly with the consumer.Thanks, SuomaraExecutive Customer Service

Please be advised we reached out to the consumer directly and left them a voicemail. We are waiting for the consumer to call us back.
 
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]

Please be advised the Ergobaby carrier the Consumer purchased is out of stock and is no longer offered on our website. As a gesture of good will we have included the maximum discount, 50%, we can offer towards their next online purchase. We will consider this matter resolved. We will...

consider this matter resolved. [redacted]
Thanks,
 
Vanesa
Executive Customer Service

Please be advised we have communicated the consumers experience to the appropriate store for handling. We will have someone contact the consumer shortly. We also advise the consumer to contact [redacted], who handles our credit card business at [redacted]  Thanks,  Vanesa Executive...

Customer Service

I was the Toys R Us location in St. Peters, MO that's off of Mid Rivers Mall Drive

Please be advised we have forwarded the consumers information to their local store to attempt to accommodate the consumers request. Please keep in mind this is a very popular item that was sold as supplies last.
 
Thanks,
 
Vanesa...

V[redacted]Executive Customer Service

Complaint: 1[redacted]
I am rejecting this response because:
We have not received a call from anyone in regards to delivering a new dresser. The only call received was for a pickup of the damaged dresser. I need the new dresser delivered ASAP. This has dragged on long enough. 
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]

Review: I bought a set of headphone from the store in Yuba city that was already open. I went home and they are defective and very poorly made. I went to the store they refused to do a refund on the item. I called the 1800 [redacted] line they said store had final say. I asked to speak with the store district manager a they transferred me to the store. I asked two more times for the district manager information and all she did was take my info down to have the same people I already spoke with to call me back in 3 to 5 days. The box was already opened I only had this item for a day took it out of the box it was defective I was also unhappy with the quality and just want my money back.Desired Settlement: Refund my money so I can get a product I am happy with

Business

Response:

Please be advised we are taking no further action on this complaint. We are unable to accommodate the consumer’s request. In accordance with our posted return policy, electronic items that are defective will be exchanged for another unit of the same title/item within 90 days, with a receipt. We stand by our posted policies.

Executive Guest Relations

Ref# [redacted]

Review: On Sunday, September 29, I made an on-line purchase for a birthday gift that I needed to wrap and ship. I selected "pick up in store" as the delivery method. (The order number was [redacted]). I used a Toys R Us gift card for part of the purchase and a credit card for the rest. Shortly after I made the purchase, I received an e-mail stating that the purchase had been suspended due to an issue with our credit card. I contacted our financial institution the next day, and found out that the credit card transaction from Toys R Us had already cleared our account.

Having received no further communication from Toys R Us, I called Customer Service on:

Sept. 30

Oct. 1

Oct. 2

(Three Times) and was told each time that they were having an issue with their own gift cards (*the problem was not with our credit card) and each day, I was told the order would be ready in 24 hours. I still have not received ANY communication from Toys R Us whatsoever, I have had to call them EACH time and STILL don't have the product I purchased.

However, the credit card charge cleared on the 29th! How can you take payment for something and not release it? If not illegal, it's certainly unethical. No product, no communication AT ALL. VERY POOR SERVICE to say the least.Desired Settlement: I would like the item that I purchased, and also monetary compensation for a birthday gift for a poor 6 year old being late!

Business

Response:

Please be advised, we have issued a full credit back to the original form of tender used on the consumers order # [redacted] in the amount of $32.73 as follows; $25.00 returned to [redacted] Gift Card [redacted] and $7.73 returned to the consumers [redacted]. Pursuant to the voice mail messages I have left for the consumer on 10/14 & 10/17, if the consumer is no longer in the possession of the [redacted] gift card she may contact me directly (@ ###-###-####) and I will have a replacement card sent to her.

Sincerely,

Executive Guest Relations

Ref# 1[redacted]

Review: There was an advertisement emailed to me from babies r us. If I were to purchase up to $150.00 or more of items, I would get a free video baby monitor. I arrived to the store on day seven of this sale. I was told that they were out of the monitors but I would receive a rain check and when their new arrival of inventory were to arrive by truck that I would receive a call and an email to pick up the monitor. I went ahead and made this purchase and received my rain check document (this document, my original receipt and the original advertisement is available for review). I was told I would receive a call or email when they received more inventory with their next truck delivery. After a week, I called in and they hadn't received the monitors. After two weeks, I called and they said the truck was to arrive the next day. I called in the next day and they said the monitors still had not arrived. I continued to wait and call but they never seemed to have received their shipment of video monitors for this sale. Then as I asked other parents I knew and who I read about online who had also had rainchecks, they too had not received their monitors and I am beginning to believe that this was a scam to get people to buy a bunch of stuff to get it out of thier way for new inventory. This really has changed my feelings about this store.Desired Settlement: I would like to get the video camera baby monitor that I was promised.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. We will be sending the consumer a free video monitor directly from our Distribution Center.

Sincerely,

Executive Guest Services

REF# [redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The company contacted me immediately and they have already sent me the item and it is already in my baby's nursery. I am grateful.

Regards,

Review: This issue is regarding Toys R Us and their recent rewards points conversion. As of 9/2/14, I had 2834 points in rewards. I have a screen shot from my computer to prove this. I have messaged them about the matter and I have been informed that I only had 337 points (2500 points less) at the time of the conversion. No acknowledgement of the 2834 that I previously had. I have sent the screenshot, with the correct amount, to them via email and haven't received a response. I feel that they will try to sweep the matter under the rug and give me the "thats what we have" response and that would be it. I don't know if this is something happening to others but I will voice my part so that I am given what they rightfully owe me. Thank you for your time.Desired Settlement: I would like my points to reflect the true amount. The 2834 points that I had as of 9/2/14 plus any additional points that I have accumulated since that date.

Business

Response:

Please be advised that we are looking into the issue and will be in contact with the consumer on September 16,2014. Please have the consumer email me should he have any questions or concerns.

Thanks,

Consumer

Response:

[redacted]

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,

Review: ordered a play set from toys r us (delivery by [redacted] through toy r us) Twice they scheduled delivery and did not show. Third delivery attempt arrived with boxes open and visible broken woodbeams. as per driver "this is how it was loaded" had to decline delivery. also have pictures to prove how this was sent. When we contacted customer service told they have a set they can delivery in 5 days but it cost more than the original orderset even after discount and we would be responsible for shipping. We offered to purchase the more expensive unit if shipping was reversed due to the above three week delay, but the refuse. Will only revese shipping on original deal which will take 3-4 weeks to reship! this is a seasonal iteam.Desired Settlement: I believe they should send us the available set that can get to us in 5 days at 25% off and free shipping that they are offering on the original playset. After 2 failed deliveries and sending a broken unsafe product we feel this is fair.

Business

Response:

Please be advised, we are in the process of resolving this issue directly with the consumer. A new swing set is scheduled to be delivered to the consumers residence on or before July 18, 2014. The consumer has been credited 25% on the original order.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: I returned a Baby Bjorn sleep crib to Babies R Us in [redacted] on 12/16/13 and was told the refund would post to my [redacted] account (which I used to make the purchase). It never posted to my account.

After repeated calls to corporate headquarters I have learned that the corporate office cannot deal with this issue and the refund has to be done at the store level.

I have received several refunds from other vendors so I know there is no issue with my [redacted] account.

I have still not received my refund for $338.59 after almost a month.

I was in the store again today and asked them to process the return again, or process a return to my debit or credit card.

They again said they would not. I am still owed $338.59.

The store referred me to Toys R Us corporate who then said the error was with [redacted] and I have spent over 6 hours on the phone regarding this and am being frustrated with these big companies that seem to care less about helping me with this.Desired Settlement: I want a refund in the amount of $338.59 for the item I returned to the store (Baby Bjorn sleep crib). They gave me a receipt for my return but the return never posted to my account.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. The consumers refund was transmitted to [redacted] under reference # [redacted]

Cathie D’Eramo

Executive Guest Relations

Ref# [redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. My complaint has been resolved.

Regards,

Review: I ordered a crib online on October 13 from my baby registry. I picked up the crib on October 22 in store in kingstowne va. The crib was defective. I notified the store and took back the crib. Re ordered the crib on Nov 3rd . Picked up the crib on Nov 9. Crib was on sale for 299.99. I purchased the crib for 424.99. I went back to get my price adjustment, and they would not honor saying I was out of 7 day window, even though I have to re order and never got my crib until nov 9. So, I told them I would return and store would not accept return stating I was out of 30 day window, which I was not because I requested return on Nov 12th. On top of the fact that if I needed to return on my registry, that babies r us would only give me the lowest price in the last 60 days, that would be 125 of what I originally paid, even though I was within my 7 and 30 day window for either a price adjustment and/or return and repurchase and the lower price.Desired Settlement: I would like store credit in the amount of 125.00 based on the price adjustment policy and return policy. Plus, I have a registry, and knowing what was paid for the crib, I know that babies r us would be double dipping on the marketing of my baby registry as well as banking an extra 125 for a return, since the original crib was defective and I didn't accept delivery until Nov 9th. Order number [redacted]

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. The consumer has been issued an e-gift card in the amount of $125.00.

I bought a VechTech InnoTab Max for my son for Christmas. After days of trying to get it to work I decided to return it to Toys R Us in Clarksville, IN. After a 45min drive to the store I was told that because I left my ID at home I was unable to return the item. Corporate transferred me to 5 different "correct departments" before I decided to walk out. I will NEVER shop at any Toys R Us again & will be telling my friends & family to do the same.