Toys R Us

Review: My daughter wants an easel for Christmas. Her uncle in Ohio placed and paid for the order as it is his gift to her. I opened it on 12/17/13 to put it together and discovered it was broken. I called Toys R Us customer service immediately and after an hour and a half, they were rude, unhelpful and I still have my broken easel. My brother paid $15.99 for the $71.99 (plus tax) easel to be shipped to our house. I was told my ONLY option is to have the very large, broken, heavy easel re-boxed and somehow get to a post office for the return. This was shipped to our house as my car isn't big enough for the easel to be brought home from the store it. My brother then has to call to get the shipping refunded to him. I asked about a comparable easel and they won't ship one to my house. They claim to have a 'hassle-free' return policy, yet the 2 people I spoke with, the second one a supervisor named Jodi refused to help me get another easel to my house and I have to get this to the post office.Desired Settlement: I want a new easel shipped to my house as per their 'hassle-free returns' policy. My daughter is going to be SO sad Christmas morning since she won't have her easel. Her uncle now has no gift for her and is out nearly $100.

Business

Response:

Please be advised, we have resolved this complaint directly with the consumer.

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,

Review: On September 26, 2013 I purchased my son the Audi Spyder, that Toys R Us was offering for $159.00 as a Red Deal special. At that time, I paid to have the item assembled. The item was picked up within 2-3 business days by 5pm. Please be advised my son is 20 months old, and didnt begin riding the in the car until mid-October. My problem is the headlight has fallen in the car and I have made several unsuccessful attempts to snap it back into place. So my brother came over this past weekend, he's quite the handyman, he turned the car over and discovered that when this car was assembled there were 4 screws left off the car. The grill took 4 screws ONLY 2 were put in and each headlight took 2 screws but ONLY 1 was put in each. According to him it was very easy to see since the plastic car shows NO signs of screws ever being attempted to being put in those screwholes. NOW the 1 screw that was put in the left head light has fallen off and there are NO screws holding this in. I called into the local Toys R Us, spoke with [redacted] a manager who's suggestion was that I, the customer, contact the Audi Spyder company and ask for new screws be sent to me. Once I receive those screws I can bring the Audi and the screws back into the store and they will put the car together correctly. Something that should have been done the first time around. I cannot believe this would be a managers suggestion, why would there NOT be screws at the local store? Why wouldnt Toys R Us contact the company--it was their mistake NOT mine Mind you the Toys R Us is NOT close to my home....This is why people go to WalMart!!!Desired Settlement: I would 1. like to be reimbursed the $25.00 assembly fee. Since the car was NEVER assembled properly. and 2. given at least 20% off the original price seeing as I now have to be inconvenienced to take the items back, use my time/gas/mileage to get it there, and ME, I have to contact the company. Just RIDICULOUS

Business

Response:

Please be advised, I will contact the District Manager for the store where the consumers purchase was made and request a refund.

[redacted]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,

Review: Toys R Us was having a sale on their XBOX 360 Bundles, ONLY ONLINE would you be able to receive a Free Controller and Game with the system. I was assuming this would all be included in the package deal so I added the Bundle to my shopping cart, checked out and paid. Only to go back and realize that the other two free items had to be added to the order as well. I went back and looked at the page that displayed the deal and at the VERY bottom, it said details so I clicked on it which is where it then said that the other 2 items had to be added to the shopping cart in order to be received with the purchase. I immediately called customer service and the representative was very sweet and I have NO complaints about her but her hands were tied and there was nothing she could do. I decided to see what it would do if I put these items in my cart AGAIN and see if it was charged, I could ONLY find the game which was indeed 0 dollars when added to the cart with the console. I did a search at Toys R Us.com to find the controller and add it as well and it said, "Microsoft Wireless Controller with D-Pad and Play/Charge Kit" returned with 0 results. How would this be added to an order if it is not even coming up in the search. I feel like this was NOT good advertising and ESPECIALLY for people who perhaps don't order online very often, they would NEVER have known all of these other steps would have had to be taken in order to received this special offer. I am upset over this mainly because HALO was the only game my son wanted and the fact that a controller was with this console as well was a great deal, even though it is not found in the search engine on the website. I tried to search for the controller using key words and not the entire controller name and to no avail!!! This was VERY poor advertising and I am EXTREMELY dissatisfied with the advertising concerning this offer.Desired Settlement: I would like a gift card or store credit that I can use online, since we do not have a store locally, so that I will be able to purchase Halo 3 as well as the Microsoft Wireless Controller with D-Pad and Play/Charge Kit

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. On 12/06/2013 a new order ([redacted]) was placed for the controller and game and shipped to the consumer free of charge.

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: 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: 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 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: 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 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: 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: 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: 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: 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: 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 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: 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 purchased a Kindle Fire for MY sister it was defection I send it back. I was told that I will received a gift card but I didn't . I was told that it was cash and don't replace card once it was cash I never receive, I been calling since June and told I would received in mail I never did.Desired Settlement: I would LIke My money of $218.49 for my kindle fire.

Business

Response:

Please be advised, the consumer had filed a claim ([redacted]) with our Buyer Protection Plan administrator, New Corp, and has been issued a Toys ‘R’ Us gift card (# [redacted]) for the purchase price of the Kindle Fire device, $218.49. We are taking no further action on this conplaint.

Sincerely,

Executive Guest Services

Review: My wife and I purchased baby furniture from one of the company's [redacted] locations in November. Upon receipt of the merchandise we noticed a rather strong chemical smell emitting from the furniture. After several weeks of airing out the room with the furniture in it we found that the smell would not dissipate.

We contacted the corporate customer care line to request some assistance and were told to contact the manufacturer. We were unaware until later that the manufacturer and the store are one and the same company, just difference subsidiaries. After contacting the manufacturer we were told to open some windows and that the smell should go away and even if it did not dissipate it was not something to worry about as all lacquers, varnishes and glues used in the manufacturing were compliant with California law. What this had to do with my issue I am not sure.

Again we contacted the store's customer service to seek some assistance and were told to air out the room and the smell would dissipate. I have contacted both Babies r Us customer care and the corporate offices and have been told that the smell would go away. After almost a year it has not dissipated and any prolonged exposure to the furniture causes headaches for both myself and my wife.Desired Settlement: I would simply like Babies r Us to come and collect the furniture and provide me with a refund of the purchase price.

Business

Response:

Please be advised we are attempting to resolve this issue directly with the consumer.

Dear [redacted]

It was a pleasure speaking with you earlier today. I have been able to locate your receipt for your purchase made in our [redacted] location (Store # [redacted]). Pursuant to my voice mail from this afternoon I would greatly appreciate if you could supply me with the Date & Lot code numbers on your crib & dresser. You may 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 emailing [redacted]

Executive Guest Services

REF # [redacted]

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,

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: On 3 seperate occassions, Toysrus online and over the phone with customer care has processed payments for ordered that have never been completed. I call repeatedly to have this resolved and have to wait for a week to get my money back thus missing out on any sale prices with no compensation for the error on their end but an apology and a promise I will get a call back to resolve the issue. I never get a call back and when I call back they have no record of my call.Desired Settlement: I need the items I ordered at the sale price or items like what I ordered at those same prices.

Business

Response:

Please be advised we have no orders in our system. What the consumer is seeing on her account are authorization holds and will be removed in 7-10 business days. Please have the consumer contact us if they are still seeing the holds. We will take no further action. Thanks, [redacted]Coordinator, Executive Guest Services