Toys R Us

Review: In November 2013, my wife wrote a check at the store in [redacted] The check cleared our bank early December. April 2014 toys r us reported the check as a bad check. I paid the service to get my name off their list. Sent copy of paid check to toys r us, with requested info from our bank. Was told on Thursday almost two weeks ago we should hear something in 3 to 5 days. Another call was placed when I was told company policy was to tell people 3 to 5 days when they know it may take longer. Have heard nothing since last Thursday. The check was not bad to start with essentially paid for the merchandise twice plus the forty dollars for the check service. All I have asked for is my money refunded. They can't give me an answer for why this happened.Desired Settlement: To receive my money back. Then I will never darken their doors again.

Business

Response:

This complaint is currently open within the TRU call center and our sales audit department. We have been advised that the check was returned to us from the bank coded as this customer did not have sufficient funds to cover the check on 12/06/2013. The check was sent to our collections with Certegy to collect on it. If the consumer can prove this check cleared then we will be able assist accordingly. We will need copies of their statement showing when it went through and when it cleared the account.

Thank You

Executive Customer Service

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The check cleared our bank on dec 3rd. We have sent the Toys r

us the check info and also to centegy. Why was this check not turned over to centegy until April of this year?

Regards,

Business

Response:

The proper documentation has not been provided for assistance. Bank statements confirming the exact date and amount the check cleared for is needed. We have received statements that are dated 4/14-5/14; this statement does not verify when the check cleared originally. We are requested bank statements for 11/13-12/13.

Thank You

Executive Customer Service

Review: Babies r us was offering endless rewards for baby registries. Money was supposed to be given 10 weeks after your due date. I have emailed and got no reply, called and the rep told me she didn't know why I didn't get my money, I have also private messaged on [redacted] and on December 18th I was told I should have got my money and they would forward my message to their registry team. Still no reply and I even sent another message. Awful customer service!!! Their [redacted] is full of complaints about customer service!Desired Settlement: I want my endless reward money!

Business

Response:

Please be advised the consumer does not qualify for Endless Earnings or Sweetest Registry Deal as her registry, [redacted], was created on August 5,2013. Any registrant that opened a registry between September 16,2013 and March 31,2014 qualified for the Sweetest Registry Deal and anything starting April 1, 2014 was entered in the Endless earnings deal. The consumer does not qualify for either of the deals. Please visit our site for terms and conditions for both deal, http://www.toysrus.com/shop/index.jsp?categoryId=21943426&ab=BRU_SweetestReg...⇄ .http://www.toysrus.com/shop/index.jsp?categoryId=32728226&ab=BRU_EndlessEar...⇄ We will take no further action. Thanks, [redacted]Coordinator, Executive Guest Services[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: That was an old registry I created and lost my baby. I became pregnant again in January 2014 and found out the sex of my baby on May 12,2014. When I went to babies r us I was told all I had to do was change my due date on my registry and would in fact qualify for endless rewards. This was told to me by your employees who run the registry desk!!

Regards,

Business

Response:

Please have the consumer provide the store where she was provided the information regarding the change of her due date. We will need to work with the appropriate District Manager.Thanks, [redacted]Coordinator, Executive Guest Services

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Babies r us store was the one on Houston road in Florence, KY

Regards,

Business

Response:

Please be advised we have directed this complaint to the appropriate store mentioned by the consumer. The store team will contact the consumer. Thanks, [redacted]Coordinator, Executive Guest Services?

Review: I placed an online order for two items on Babies/Toys R Us website; I opted for pick up at a local BABIES R US - [redacted] . I call twice prior to placing the order and verify the items were in stock in this local store. I placed the order (order #[redacted]) then within 40min after placing the order I received a call from an associated at the local store advising he cancelled the order. As the items were not available at this store he further stated this store does not sell any [redacted] in the store or do not carry then in house. Item purchase [redacted] Slumber Time Gliding [redacted]. I then inquire about a refund since I paid for the items with a gift Card. I was advise by the associate that he was not sure since the funds were already removed from cards. I then requested a manger and spoke with the manger who basically said the same thing; he direct me to customer services. I call customer services and spoke to a rep in the [redacted] who basically argue with me and stated the items where available at the local store; he then refuse to issues a refund. I hang up and call back the next rep I spoke with told me I will have to wait 7-14 business day while the issues is investigated and then I will be contact by email with an outcome.Desired Settlement: I will like my money back as soon as possible;

Business

Response:

Please be advised we verified the consumers credit went back to their original from of payment, both gift card and credit card. We will consider this matter closed. Thanks, Vanesa VExecutive Customer Service

Consumer

Response:

Review: [redacted]

I am rejecting this response because: As per my many calls to customer services; I no longer have the original gift card ; after making the purchase the gift card was toss in the thrash. I did recovery the gift card but it was folded half ; many of the number also the ending numbers on the back of the cards are no longer visible and difficult to make out. I still do not have my $100. please refund the gift card with a E-gift card or a gift card in the original amount paid. If possible can I take this damage gift card to the store to get a new card??? this is truly unacceptable.

Regards,

Review: On September 14th, late at night, I was shopping the "Rail sale" on the Toys R Us website. As I went to check out I received notice that the Tidmouth Shed item #[redacted] was suddenly sold out and needed "in store pickup". I looked and it was sold out of all local stores as well. I realized that on the website the SAME item was listed as in stock but with a different item #[redacted]. I thought that was strange and decided to call customer service in the morning. Well, I had to call back 3 times because they kept disconnecting me. Then, the final representative that I spoke with had no knowledge of the sale. She stated that a manager decided to give me 20% off this more expensive item, not the 30%. When I informed her that this item was listed in the flyer as 30% off she stated, no not all items are on sale. I reiterated that it is in the flyer. She said it can't be helped. She went on to tell me that the more expensive version was more expensive because it came with a "mine quarry." I explained that the mine quarry was a promotion with ANY $100 Thomas purchase. (She had no idea). She then told me that they were not the same item, that the more expensive one was missing the turn table. I read her the item description which stated that they were the same. Again, she had no idea. I re-read her the advertisement and the item descriptions and explained that I should be able to have the 30% off. The item is in stock, it is not sold out, they are pretending that the item is sold out and it is not. She ended the conversation stating that she cannot give me an item for a sale price when it is not on sale. This is disgusting. I have the advertisement stating that Tidmouth Shed is 30% off!Desired Settlement: I want to pick up Tidmouth shed for $62.99 in the store when it is back "in stock." I am not paying them to ship me this order. If they hadn't played this game I would've placed a $132.00 order which would have given me the sale items and free shipping. They should not be allowed to play games with products like this.

Business

Response:

Please be advised we are in the process of resolving this complaint directly with the consumer.

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.

Regards,

The representative who has been in contact with me is lovely and quite helpful.

Review: I was not able to purchase any Sale items from Toys R Us (online) for 3 hours for the following reasons..

1. One of the items was "pick up from store" only, and the 2 stores that carried the item according to Customer Service, did not really have it in store. Someone was lying.

2. Another item was available for delivery, but the sale price would change to regular price when I attempted to "check out"

3. Toys R Us customer service later denied having the items on special

4. When I provided Snap Shots off of their App. and Website proving the item was indeed for sale, they decided they could not sell me the item anymore because they were out of stock, and the item was discontinued, even though they had other models of the item that were also on special.Desired Settlement: I would like for Toys R Us to honor their discount on another similar item. The promotion was for 90% off for the products made by a particular company.

I still have the images from their website.

I have the paper trail of my conversation via Email with Toys R Us.

I am happy to provide everything I have mentioned in order to prove that Toys R Us is completely at fault for me not being able to make the purchase.

Business

Response:

We are very sorry for the inconvenience and apologize for any confusion and/or misinformation. However, the offer the consumer references was a special clearance event with limited quantities available, and the items that were part of this offer sold quickly.

We would like to offer the consumer 10% off their next on line order along with free standard shipping.

Please reference your case number [redacted] when you call in to use your discount accordingly.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: as I mentioned before, I had hours trying to purchase the item and wasn't able to not because there were no items available but because of a glitch in their online system. They still have other recliners/gliders, I would like the same offer on the same make of the chair, since their items are discontinued anyway.

Regards,

Business

Response:

I’m sorry we could not speak directly this morning when I called you at the telephone number listed above, [redacted]. I would greatly appreciate it if you would contact me at your earliest convenience. I can be reached Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at [redacted] or by [redacted].

Consumer

Response:

[redacted]

I am rejecting this response because:

I previously made attempts to resolve this directly with the R-Us company. Because this wasn't resolved when I made the attempts to do so, I would now like for the R-Us company to communicate with me through the Revdex.com.

Regards,

Business

Response:

Please be advised to reach the consumers desired resolution we will need to speak directly. To finalize any transaction I will need to collect the consumer’s payment information. Due to prevailing compliance standards we are precluded from accepting payment information via email or through the Revdex.com portal.

At your earliest convenience please take a look at our exiting on line inventory of gliders. I will honor the deep discount sales price of Dec 2013 for any comparable item priced at or below the original selling price ($599.99). Please keep in mind if you choose an item that is priced higher you will be required to pay anything above ($599.99) price + sales tax on top of what you would have paid if your order had gone through successfully. Also, as far as *shipping options are concerned, if the item you select is only available for “Ship to Home” you will be required to pay the full shipping cost.

*Please note the “Free Ship to Store” and “Free In Store Pick” option is only valid if we have inventory in your local area. You must enter you zip code to check availability.

I can be reached Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at [redacted] or by emailing [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.

Regards,

Review: I ordered an outfit online from babies r us website and what I thought I ordered from the website turns out to be different from what I got in the mail. It's not the same outfit the picture showed on the computer. On the computer it was a bodysuit with jeans and a jacket. The jeans that came were different from the pair that was on the website. Also, it was not a bodysuit it was a t-shirt. My son cannot wear shirts that rise up yet because he has a really bad case of eczema all over his stomach and legs, therefore we have to keep the areas covered with cream. If I knew it was going to be a t-shirt and not a bodysuit I would have never ordered it in the first place. I shop at babies r us all the time, I have 3 kids, a10 month old , 2 years old and a 4 year old. It just really aggravates me that the first time I order online my order gets messed up. I just had to get a second job so I figured I can save a lot of time by ordering online but apparently there is false advertising, and now it's just money and time wasted.Desired Settlement: I would like to buy my son anther outfit being that this one is useless. It was $30 and that's not cheap for a mother of 3.

Business

Response:

Dear Ms. Jones,

I’m sorry we could not speak directly on July 30th when I called you at the telephone number listed above, [redacted]. As per my message, a credit has been issued to the original forms of tender. I would like to confirm that you a still in possession of the Toys ‘R’ gift card used as partial payment on the order. In the event that you are in need of a replacement card, please do not hesitate to contact me at your earliest convenience. I can be reached Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at [redacted]

I look forward to speaking with you.

Sincerely,

Executive Guest Services

ref # [redacted]

Review: ORDERED ONLINE-A FREE LUNCH BAG WAS OFFERED WITH PURCHASE OF BACKPACK SPOKE WITH A CUSTOMER REP AND TOLD IF ITEM WAS NOT ADDED AT CHECK OUT IT COULD NOT BE HONORED I EXPLAINED THAT THERE WERE NO INSTRUCTIONS AND EXPECTED IT TO BE ADDED AT TIME OF CHECK-OUT AFTER I USED MY CREDIT CARD AND IT WAS ACCEPTED CALLED AND EXPLAINED THAT I DID NOT SEE IT ON ORDERDesired Settlement: WOULD EXPECT TO HAVE THEM HONOR THE FREE LUNCH BAG OFFER

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. The guest will be issued a store credit and will be set up to receive notification when the item becomes available.

Review: I purchased the limited edition of Grand Theft Auto 5 Special edition on July 14. It was a preorder. The game was released on 9/17/13. When I preordered it I was told by release date (17th) it would ship. Nothing shipped on the 17th. I called toys r us customer service on the 18th and was told they just received the item and it would ship out by Thursday the 19th. The 19th came and it still didnt ship. I kept calling and kept getting different dates as to when it would ship. It is now the 23rd and it still says "waiting for inventory". Meanwhile I have seen several different retailers have stock I and out of the game. I dont understand how a company can function this way. Tell me it will be shipped by different days and then it never is.Desired Settlement: I want to be compensated in someway. This game came out nearly 2 weeks ago and it still has not even been shipped yet. I ordered it as a present under the agreement that it would be shipped out release day and all other retailers have gotten it in stock and have shipped it out fine.

Business

Response:

Please be advised, due to overwhelming demand the fulfillment of the item in question (Grand Theft Auto V Special Edition for Xbox 360) has been delayed. At this time we do not have a ship date for the item. We sincerely apologize for any inconvenience caused by this delay.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

How do you tell me I would have it the 17th and now its oct and still no game? I dont want the damn thing. Cancel my order. Toys R Us customer service is a joke

Regards,

Business

Response:

Please be advised our records indicate that the item shipped on 09/26/2013 via UPS Mail Innovations tracking # 9[redacted] and has been delivered to the consumer by the United States Postal Service. The consumer has also been compensated with a credit for the shipping fee of $6.21. There is no further action we can take on this complaint.

Sincerely,

Review: When purchasing the Barbie Escalade item #[redacted] on 12 -21 -2012 for 359.99 I was asked if I wished to purchase an extended contract. When I inquired what it covered the answer was "bring it back for any reason it should fail for full replacement. I purchased the 2 year contract for 79.99 as it seemed wise to do so. After encountering a problem with the item I have been given nothing but runaround and after several failed attempts to remedy the situation we are receiving no help from the company. We were told so many different things starting with "the contract doesn't kick in until the manufacturers warranty expires" to "bring it in and we'll check it out but we're not promising anything" as well as other outlandish requests. I am a single mom and don't have any more time to direct to this runaround. I can't believe a reliable company like Toys R Us would allow a customer to be treated like this. I refuse to talk to one more inept contract service agent or one more rude Toys R US employee and am here at the Revdex.com to get a proper response from the company..Desired Settlement: I would like a refund as I have already purchased another vehicle.

Business

Response:

Please be advised, we are in the process of resolving this complaint with the consumer and the Buyer Protection Plan provider.

Review: I bought an outdoor wooden gymset (play set) from the [redacted] store on 06/08/2013; with an extended service plan the store offered for two years. Product # [redacted] for $899.99 and Service # [redacted]for $99.99. I called the buyer protection company 7+ weeks ago to file a complaint. After 14 business days of not hearing from them. I called them to follow up. I was told someone from my local service area will contact me to have the gymset serviced. Few hours after getting off the phone with them I get a rude phone call from the buyers protection company stating my product isn't covered. And that they do not cover wood. I told the lady on the phone; that the whole gymset is made of wood and I was told at time of purchase the warranty covered everything. The lady was really rude and just told me to contact 1-800-toys-rus to get my money back for the extended warranty and hung up. I contacted the [redacted] store where I bought the product from and told them the issue. They told me to contact cooperate and file a complaint and call them back with a reference #. Which I did. I was told by cooperate that someone should contact me 3-5 business days which has turned to weeks and weeks. I call every week to follow up with cooperate and the store and no ones is helping me resolve this issue. They tell me the say thing that someone will call me which has not happened. My husband and I spoke with the store manager [redacted] on Friday 09/19/2014 who was very rude and unhelpful in any way to help us resolve our problem. At first I just wanted the product fixed but after getting the run around for 7+ weeks, I just want my money back for my entire purchase. It has been very frustrating and no one seems like they care or want to help. I have a 3 years old and a 12 years old who played in the gymset who we had to stop from playing on. The wood that holds the swings is cracking along with the main beam supporting the swing structure. I Feel like it's very unsafe for my children.Desired Settlement: We want purchase price of product and warranty refunded to us.

Business

Response:

Please be advised I have reached out to the District Manager for the [redacted] store ([redacted]). I have explained the issue thoroughly and passed along all contact information for the consumer. I will follow up as well to ensure the consumer is contacted. Please have the consumer reach out to me directly should they have any questions or issues. Thanks, [redacted] [email protected], Executive Guest Services[redacted]

Review: I started a baby gift registry with babies r us with the promise of a gift card totaling 10% of the purchase amount off of the registry. The gift card was promised to be sent to me 10 weeks after my listed expected due date of August 20, 2014. I have not recieved this card to date. I have attempted contact via email, online chat, phone calls, and in person at the [redacted] location. No one has corrected the issue or even contacted me back.Desired Settlement: I expect my originally promised gift card to be delivered to me.

Business

Response:

Please be advised we are calculating the consumers registry earnings and will follow up with her on 1/16/2015 with the correct amount. Thanks, [redacted]Coordinator, Executive Guest Services[redacted]

Review: On Dec 6th I ordered an item and I have a Printed confirmation that the item is in stock and being shipped between the 10th and the 15th. Now this past weekend I start getting emails the item is not available and will not ship. When I call customer service I cannot get anyone on the phone and I cannot cancel the order . I WANT SOMEONE to cancel this order and correct your budiness practices!Desired Settlement: DO NOT BILL MY Credit Card! And I do want an apology!

Business

Response:

Please be advised that the package was delivered on December19th. If the customer wishes to get a refund on the item they would have to return it and we would give them a full refund. We will not take any further action.Thanks[redacted]Coordinator, Executive Customer Service[redacted]

Review: purchased items from toys r us. com and the order was not fulfilled. paid with a gift card and no refund was received yet? used both gift card and debit card for items.Desired Settlement: refund please

Business

Response:

Please be advised we have sent out a physical gift to the consumer as of 8/24/2015 which was activated on 8/29/2015 by the consumer. We will consider this matter closed.Thanks, Coordinator, Executive Guest Services

Review: I placed on order on 12/7/15, and received 2 of the 3 items. The Legos have never came. After 2 hours waiting for a representative on the phone I was told an email would be sent with instructions. I have not received an email.Desired Settlement: Refund my money

Business

Response:

Please be advised our records indicate we have reshipped the missing item to the consumer via reship number [redacted]. We will consider this matter closed. Thanks, Vanesa Executive Customer Service

Review: A lot of money has been removed from my merchandise credit. It is not good customer service to remove funds. I paid for an item and received a merchandise credit. It should not expire or have funds removed.Desired Settlement: Please return the funds to my merchandise credit. [redacted]

Business

Response:

Please be advised, the gift card number supplied by the consumer [redacted] never had a balance of $100.00. This cards original and current balance is $17.27. There is no further action we can take on this complaint.

Executive Guest Relations

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.

Regards,

Review: I was trying to checkout online and their website was having issues. It took over an hour and then lost my order. I went back to get everything again and I could no longer get the Pocahontas combo movie for $11.99, but could still get everything else. Then while checking out, the site would not allow me to buy the Disney Brave gift set (Merida and her mother) for $9.99. I called and talked to a rep. and she told me that she couldn't do anything to help me. I was advised to call my local Toys r us. I waited a few hours and went back on line and the Brave set was in stock. I put it in my cart and called Toys r us to explain how I didn't think it was fair to pay shipping when I had this item before and could have gotten free shipping. The lady was very nice and gave me a code to take off the shipping and as I was checking out the item just disappeared. I entered all my credit card info and hit submit, and the it was gone. I have no conformation number and no email so I don't know what happened or who has my info. I call Toys R Us again and explained, but the rep. couldn't do anything. I asked for the Corp. number or a warehouse number but she told me that even they don't have that info. I don't know if I should buy it somewhere else or if It's going to just show up! And what is charged to my credit card, because all my info was submitted? I am very disappointed in this website, I have spent 6 hours trying to buy this Brave set!!!!Desired Settlement: To get the Brave set that I was supposed to get.

Business

Response:

I’m sorry we could not speak directly this evening when I called you at the telephone number listed above, ###-###-####. I would greatly appreciate it if you would contact me at your earliest convenience. I can be reached Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at ###-###-#### or by emailing [email protected].

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. Toy R Us was very nice to work with and I appreciate their willingness to remedy the situation

Regards,

Review: BabiesRUs.com is advertising a sale for ALL Boppy pillows and slipcovers, to be 25% off. When trying to order a pillow it would not reflect the sale price. Upon calling customer service I was told the sale excludes this one particular Boppy pillow. I noted that the advertisement clearly says ALL (which is shown in bold print) and nowhere does it say any exclusions or exceptions. He agreed that it did say all but regardless the "Bare Naked Boppy pillow" was excluded from the sale and they would not honor the 25% off. Furthermore when you click "shop now" on the advertisement it brings you to the Boppy collection. The first item listed is the "Bare Naked Boppy Pillow" that I am trying to purchase. I believe this to be false advertising and that if exclusions apply it should be said somewhere on the advertisement. I have a screen shot of the advertisement directly from their website to show how it says ALL in bold print with no asterisk or mention of exclusions.Desired Settlement: I would like to purchase the pillow at the advertised 25% off sale price.

Business

Response:

Contacted the consumer directly and apologized for the discrepancy with the 25% off promotion, as well as the delay in response to the complaint. Guest advised that she had purchased the pillow elsewhere and no longer needs the item. I have sent the guest a $25 e-gift card that can be used in store or online.

Thank You

Executive Guest Services

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.

Regards,

Review: The problem is I been hung up on, put on hold and it's horrible customer service. I been given wrong information. Two representatives told me with layways they can do price match and I will be credited within 7-10 days. Left me on hold never came back to the phone. Call again spoke [redacted] she says she says now price match is only in stores, I told her why have I been on the phone for more than a hour and half waiting on other reps to do price match. I asked for manager spoke to [redacted], told her how upset I was being on hold, hung up on several times, given wrong information. She didn't say much..she didn't try to resolve the issue. I told her if someone would of told me the first time I had to go into store to do price match on layway I could of ended, by saying thank but no thanks, I'm 9 months pregnant on best rest. But they kept putting me on hold, hanging up the phone.My resolution is below. Case Number [redacted]001881Desired Settlement: I have three items I need price match on.Total savings is about $32.00..That's is my resolution to getting this cleared up. Also I'm sending a certified letter the the principals of the company.

Business

Response:

Please be advised we sent the consumer a $35 e-gift card, as a one-time courtesy as price matching in this case would be in the store, to the email on file for the price match. We will take no further action. Thanks, [redacted]Coordinator, Executive Guest Services[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.

Regards,

Review: I purchased the hello kitty city cruiser scooter over the phone. I drove for an hour to pick it up because I live in [redacted]. the scooter was a christmas gift for my daughter so I waited until the day before christmas eve to take the scooter to a toyrus here in [redacted] to have them assemble it. I get a call on christmas eve and they said that the scooter is unsafe to assemble its rusty and that it look like someome had previously owned the scooter and return it to the store.They told me that their was nothing that they could do for me I had to return it to the toysrus that I purchased it from. So I called the toysrus I got it from and they were really rude and told me that they were not going to allow me return the scooter because the I purchased the scooter in november and it was pass the 30 day return policy. when the reciept says 90 days. The toysrus here in [redacted] called and explained to them that the box was unopened when I dropped it off to be assembled. the manager was really rude had no customer service skills the day before christmas and couldn't explain to me the reason why if I purchased the scooter there and clearly hadnt used it why wouldnt they return it.basically he said that I was out of the $200 that I had spent on the scooter because I should have opened the box and checked it out when I got it home. I explained to him that I did not buy the scooter from a rummage sale so I did not think I needed to open and inspect a toy that I thought I was buying brand new from a name brand toy store.Desired Settlement: I would like to return the scooter for a refund or to have the scooter replaced

Business

Response:

Please be advised we need the exact store where the scooter was purchased to refer it to the appropriate District Manager. Thanks, [redacted]Coordinator, Executive Guest Services

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The toys r us I purchased the scooter from is the the one [redacted] Sent from my iPhone

Regards,

Business

Response:

Please be advised we have sent this to teh appropriate store manager. Thanks, [redacted]Coordinator, Executive Guest Services

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Their was no resolution offered

Regards,

Business

Response:

Please be advised the District Manager stated he spoke directly to the consumer who welcomed her back into the store. The consumer received a full refund as well as $100 off her purchase as well as free assembly. We will take no further action. Thanks, [redacted]Coordinator, Executive Guest Services

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.

Regards,

Review: They offered a $20 gift card for the purchase of a Baby Breeza. Neither the signage nor store advertising states that a gift card will not be issued using price match from [redacted] or if a coupon of 15% is used.Desired Settlement: I would like the $20 gift card. I should not have to do all of this running for what they advertised.

Business

Response:

Please be advised our policy states no two offers may be combined. In this case if the item was price matched we would not offer a $20 gift card. As a one-time courtesy we will send the consumer a $20 e-gift card to the email on file. We will consider this matter closed. (Please have the consumer check their spam folder)Thanks, Vanesa V[redacted]Coordinator, Executive Guest Services [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. However, they need to advertise clearly. The store did not advertise correctly. Price Match is not a promo, it's part of doing business with [redacted] store is absolutely horrible!!!

Regards,