Toys R Us

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: 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: On Dec. 16 2013 I have purchased online a toy car (Plasma Car item ID# [redacted]). The intent was a present for a new year party. The price was stated as $69.99 and no information re. shipment delays and/or price surcharges were presented at the time of purchase. However, immediatelly after I made a purchase (within 1 min.) I got a confirmation letter with price $74.71 and delivery time at January (Jan. 2-8). So, within several minutes I send a letter to TRU asking to cancel this purchase since a/I do not need it in Jan., b/I will not be able to collect it since I will be out of the area, c/I didn't like that TRU elevated price without informing me upfront. Since no reaction followed, I added one more letter in aboutwith request of cancelation, totally I sent out 4 letter. However, next day I got a message that item is processed and TRU is not able to cancel it. I replied that I do not believe that they cannot revert purchase when cancellation request came within 2-3 min. after purchase. Instead, I got a message that item was shipped. Multiple attempts to communicate with customer service gave no result even when I stated that I am long-term buyer and have TRU card. I have copies of the letters if needed.Desired Settlement: Cancel purchase, refund in full within 5-10 business days and not within 90 days (as per "policy"). No shipments back for my own expense; if they really sent it already (I think it is not true), I can drop it in the nearest TRU store within a month after arrival (when I will be back in area)

Business

Response:

Please be advised, we are not able to locate any order or record of contact in our call center records for this consumer. The transaction number supplied is not our on line order number, which would be ten characters in length. We have searched our online ordering & call center databases using the consumers, name, telephone number and email address and have not been able to locate anything in the way of an on line order or a request for order assistance or cancellation. We were able to locate a record for the consumer in our Rewards Loyalty Members ( # [redacted] database using the consumers email address but again could not find a record for an online purchase for the item referenced in this complaint. At this time there is no further action on we can take on this complaint.

Executive Guest Services

REF# [redacted]

Review: On Dec. 17th I placed an order to be picked up that afternoon at a local store. The order was [redacted] for $34.84. An hour later I received an email stating they received my cancellation (which I did not cancel) and I would not be charged for the order. I went to the local store and was informed this email was probably due to not having the product in the warehouse. The store had the items so I used a different credit card instead of my bank card and bought what I needed. There is still a pending hold on my bank account for this item. I contacted ToysRUs and they say the hold will drop 7-10 days and I could try my Bank. The Bank says it is the vendor who places the hold and are unable to help. There is absolutely NO reason for a business to hold money from a customer who never received the items and sent an email stating they would not be charged. Then to make a customer wait 7-10 days for their own money is absolutely ridiculous. I get paid once a month and must budget my money wisely. Not having access to this is a huge inconvenience. Lying and stating my bank may help was even worse. The representative told me to do whatever I had to do when I stated I would contact Revdex.com.Desired Settlement: I would like my hold released immediately and an apology for such transactions. IF a business is not going to provide a product they have no right whatsoever to a consumer's money.

Business

Response:

Please be advised, there is no further action we can take on this complaint. Authorization hold has expired.

Executive Guest Services

REF# [redacted]

Review: I purchased the attached- chewy cookie- from toysarus on howe avenue, cuyhoga falls, ohio..best before date jan 2014!!Do not tell me to take it back to the store as by the time I do that its cost me more in time and gas. Very very unhappy.Desired Settlement: refund and compensation for potential food poisoning

Business

Response:

Contacted consumer directly, and apologized for the inconvenience the in store purchase may have caused. The store manager has been notified and has accommodated the guest with a credit for the product that will be done over the phone so the guest does not have to return to the store. Provided guest with the Risk Management department information, if a claim was to be pursued for the outdated product. The guest declined. No further action has to be taken.

Thank You

Executive Guest Services

Consumer

Response:

Review: [redacted]

I am rejecting this response because:i am still awaiting the giftcard with the refund on

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

Review: Last week I called Babies R Us customer service to see when I should anticipate receiving my E Certificate in regards to a program they were offering for 10% back on registry purchases. I was expecting to receive the maximum $200 based on my previous purchases. The woman took my information and said I should expect to receive a call to give me a anticipated time. In a couple days I received a voice mail and I called back. To my disbelief I was only getting $96 and change because I purchased a crib and a couple dressers and they were not eligible because I used a "completion coupon." I bought the crib and dressers in December and I just received the completion coupon in March (I still have not used the completion coupon - it expires next week). I told them that and again they took some additional information and said I would hear back from them. I called back because I did not hear back from them and they said it was closed that they made their decision and because I used 20% off coupons and opened a credit card and received and additional 15% off they would not allow me to receive the 10% on the crib or the dressers. I called back numerous times and I was never able to talk to the person who ultimately made the decision. The endless earnings based on the website says the following are not eligible: Qualifying purchases excludes: gift cards, VIB loads, purchases made with a BRU completion coupon, buyer protection plan, Apple products, tablets, video game hardware, assembly/delivery fee, warranties, shipping and handling, taxes, and items on layaway. There is no references to the 20% of coupon (I received these when I made previous purchases, they were attached to my receipt) or opening up a credit card. I feel that Babies R Us is being unfair in their practices in regards to this program. I feel I should receive the maximum $200.I am still waiting for the e gift certificate in the amount of $97, I called again this morning and they said I should receive by the end of the week.Desired Settlement: $200 E gift certificate ($103 if I receive the $97 before this is resolved)

Business

Response:

This complaint has been resolved directly with the consumer. The consumer has been sent a $200 Egift card to accommodate 10% back for the purchases made off the guest baby registry. No further action will be taken on this complaint.

Thank You

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: False advertising from toys r us! Toys r us website is advertising to give a $100.00 in spending for the holidays if product is perchased. I also have a screen shot of the ad and a video. I called their web guest service relations agent(s) and just kept getting transferred from one person to another. They are claming its part of their 10% back program but the ad I have does not say "up to it state plus get $100 to spend for the holidays.

Product_Or_Service: Tabeo E2

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to get what they advertised a $100.00 per order. I would even settle for a $100 gift card that way the money stays in their company...

Business

Response:

Please be advised, the screen shots of the Tabeo e2 landing page supplied by the consumer show an advisory message to a promotion for members of our rewards program. Next pages and before any items would have been added to an online shopping cart consumers would have been prompted to view for full details and Terms & Conditions. We are taking no further action on this complaint.

Executive Guest Relations

REF# [redacted]

Full details of the promotion are as followsPre-Holiday 10% Back Promotion: Effective 9/8/13 – 10/31/13, Rewards”R”Us members will automatically earn 10% back on all in-store and online toy purchases in addition to the base points that they receive for their purchases. Members will also earn 10% back on their Halloween costume purchases. Members will receive their 10% back via email in the form of a promotional gift card on November 16, 2013. Members 10% earnings are in addition to the rewards points earned in the standard Rewards”R”Us program. Total spend between $0.01 - $49.99 at the end of the promotion period will automatically be rounded up to a $5 promotional gift card. The value of returned items will be deducted from the member's qualifying purchase amount. Members may only receive a maximum of $100 for the entire earning period. Qualifying purchases excludes juvenile purchases, gift cards, buyer protection plan, assembly fee, breast-pump rental fee, delivery fee, shipping and handling. Promotional gift cards are sent via email after 11/16/2013 and will be valid through 1/25/2014. Layaway orders placed from 9/8 – 10/31 and paid in full by 10/31 will receive 10% bonus in 11/15 email. Layaway orders placed from 9/8 – 10/31 and are paid in full after 10/31 will receive their 10% bonus in a separate email after 11/27. Must be a Rewards”R”Us member at the time the layaway is initiated to be eligible for 10% earnings. Pre-Holiday 10% Back promotional gift cards for members residing in CT, FL, ME, NH and VT will not expire. Promotional gift cards earned during the Pre-Holiday 10% Back promotion can be used toward any purchase in-store or online only at Toys"R"Us or Babies"R"Us. Void where prohibited. Valid USA only.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The ad clearly states plus a $100.00 not up to a $100.00. If it was part of a 10% back promotion then the ad should have said up to a $100.00 back not plus a $100.00!

Regards,

Business

Response:

We are taking no further action on this complaint.

Executive Guest Relations

REF# [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:further action may be taken.

Regards,

Review: I made an online order for $90.94. Toys R Us online charged me 5 different charges for this ONE transaction. It resulted in overdraft fees to my bank. I have tried calling several times, emailing customer service and emailing their facebook page and NO ONE has helped me. My bank can't fix the charges because it isn't a bank error, it was a Toys R Us error. I have sat on hold 3 times for over an hour and just keep getting disconnected. I was able to talk to someone once but they told me to try to have my bank fix it. When I went into a Toys R Us they said the website was having issues and that it may have charged me several times by accident. According to their facebook page, they have MANY unsatisfied customers and many customers they are ignoring and not helping, just like myself. Their facebook is full of complaints : https://www.facebook.com/toysrus and it is ridiculous that their customer service is just avoiding all their issues.Desired Settlement: I would like all the unauthorized transactions refunded as well as my over draft fees paid. I would also like someone to contact me instead of avoiding me.

Business

Response:

Please be advised, we are taking no further action on this complaint. Our call center records indicate that the guest placed an order that resulted in an authorization hold placed and then a charge upon shipment of the items.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

No one from customer service ever called back, emailed back or responded at all. I understand the one charge and one authorization charge. My problem was the ONE charged was placed twice with 3 authorization charges. My bank was nice enough to cancel the extra charges since toys r us wasnt even acknowledging the issue. Unfortunately it's a common issue with toys r us. We returned several hundred dollars worth of toys as well as several hundred more that family and friends bought for Christmas and december family members birthday. We are spreading the word not to shop toys r us. I have my bank statment ahowing their excessive charges and all the emails from me with no response from them. Its a shame companies get away with this.

Regards,

Christine Torres

Business

Response:

Please be advised, we are taking no further action on this complaint.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It isn't a resolution. It is just a company that is disregarding issues that their consumers have.

Regards,

called head quarters about a problem and put on hold many times for more then 1 hour.

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!

I ordered a crib $454 on 01/21/16 and expected delivery date being 02/02/16. I tracked the order on babiesrus and estes and found the order was delivered on 01/27/16. I never received the crib, also I lost the money on my credit card. On chatting with representative named Scarlet (id 8212) Ref no: 1**SSN**06, she asked me to wait more 7-10 business days. when I asked for the physical location of my order or refund my money back she ended the chat without responding. I have the whole chat documented. Now I dont know where to track the order I placed.

Review: 70% discount advertised and not honnored.

Spoke several times on the phone with company representatives, and the "credit back" never came into reality.

It is not a huge amount of money, but it is about the realization of a publucity not meet.

Order # [redacted]Desired Settlement: Refund the 6.30$ into the credit card used for the purchase.

Business

Response:

Please be advised we have resolved this compliant directly with the consumer. A credit on the amount of $6.30 has been refunded to the original form on tender used on order # [redacted]

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,

Review: I ordered online through [redacted] for merchandise that I was told was instore and ready for pick up within one hour. I never received a pick up email from the location, so I called & received no answer, once I called the [redacted] number I was told the store's system was having issues my order would be ready by the next morning. I then received a e-mail the next morning saying my order had been cancelled with no explanation. When I called the store & spoke with a manager [redacted] he advised me that it was their error for the cancellation because they did not send the order out within 3 hours it automatically cancelled, he then advised me that in order to pick up the merchandise I had to pay again, but I explained to him I still didn't get a refund from the 1st order I placed, he told me to call the 1-800 number back to get a refund. Once I called the 1=800 number back I was transferred to 4 different people the last of which who was [redacted] who said she would send a backoffice request to have my $ refunded within 24 hours. That was on Friday the 13th. It's not Monday the 16th & I still have received no $ back, or the merchandise I paid for. I spoke to [redacted] who told me that the request for a refund still hasn't been processed on their end & there was nothing further she could do but send a second refund request. Then when I spoke to a manager [redacted] he advised me that I had to wait another 3-5 business days & there wasnothing he could do, he then advised me to call my bank and handle the issue myself. This order was placed online on the 12th & was supposed to be picked up on the 12th but because the store didn't do their job I now have no merchandise & no $ t replace the merchandise because they won't do what their supposed to do to return my $ to me. As a customer this is highly frustrating and absolutely unacceptable. For me to pay for merchandise then have the store cancel it & not give me a refund is outrageous. I want this order handled as it should have been, & a apology for their erro.

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Refund

I am requesting that my funds be returned to me or the merchandise to be ready for pick up without me having to double pay for it. I would also like the manager I spoke to [redacted] who was extremly rude, disrespectful and unhelpful to apologize for his unfriendly demeanor, & refusing to assist me when his company is the one who made this error happen.

Business

Response:

Resolved directly with guest, the guest authorization hold has been released and the funds have been returned to the guest credit card. The guest was never charged for the merchandise, because the items never shipped.

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.]

This business caused the error to occur by not following through on their own policies which created a mess and a high inconvenience to me and the receiver of the merchandise. they need to learn to take responsibility for their actions and tge actions of their employees instead of passing the blame on to others. due to the fact this issue has been resolved by my doing and not the business because they were truly of no help at all I will allow the matter to drop.

Regards,

Review: I purchased a $20 gift certificate to Babies R Us on September 18, 2014 which was to be emailed to me. I received an email with the order number ([redacted]) but never received an email with the gift certificate. Since then, I have online chatted, called and emailed their parent company, Toys R Us customer service. I have been promised that this issue would be followed up on, that the gift certificate would be emailed to me, etc. to no avail. Over a year later I still have not received this gift certificate and I have been told I cannot receive a refund. At this point, Toys R Us has effectively stolen from me. I paid for something and never received the product. I cannot move forward with their customer service department and would like assistance in receiving a refund for this issue from the Revdex.com.Desired Settlement: I would like a refund for this order.

Business

Response:

Please be advised we sent the consumer a $50 e-gift card as a refund and for the inconvenience she faced, on 10/23/2015. We sent the e-gift card to email address [redacted]. (order [redacted]) We will consider this case closed. Thanks, Vanesa V[redacted]Executive Customer Service

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: To Whom It May Concern: My name is [redacted] and I am a first time expecting mother. I am writing this letter regarding my experience with the Babies R Us and Toys R Us Company. On September 2, 2013 I placed a large online order including 3 furniture items for the baby’s nursery and some of the remaining essentials left on my registry totaling approximately 50 items. There was a 15% online discount for select nursery furniture that was not offered in store. My baby shower had also been that weekend so I decided to complete my registry purchases and utilize the 10% registry completion coupon on the total purchase online. Babies ‘R Us provides the completion coupon as an incentive for customers to register with their store without exclusions. The first time I attempted to complete my online order, I selected store pick up for the 3 large furniture items and the crib mattress. Online, I was unable to choose the Swansea, MA store, which is within 3 miles of my home for all of the furniture items. Instead, I had to pick another store in North Attleborough, MA, which is 25 miles away and at least a 35-minute drive in order to pick up all the furniture items in one place. When finalizing the order, my shopping cart was completely emptied and I had to add each item over again. When I tried to checkout a second time I was unable to enter my completion coupon. An error message was produced each time stating that the code entered was invalid. The order (#[redacted] was large and subtotaled $2,965.61 and a 10% discount was significant ($296.56 off my order). Considering the coupon states “now with no exclusions,” I thought it was a glitch that could be taken care of in store when I went to pick up the items so I completed the order. On September 3, 2013, I received an email from Toys R Us stating that my order was ready for store pick up and that I had five days to pick up the items. On Wednesday, September 4, 2013, I went to the North Attleborough store to pick up the furniture. My uncle who happened to be on vacation and owns a large pick up truck came with me to load the furniture. Upon arrival to the store, I was informed that there was a glitch in their system and many customers received erroneous emails stating that their furniture was ready for pick up. A follow up email was suppose to have been sent to tell customers not to come to the store at that time, although that email was never sent to me. At that time, I was not offered a solution to the error, let alone a basic apology for the store’s error. An error that made my uncle and me drive 35 minutes out of the way for no furniture. I also asked if my completion coupon could be honored for the refund as I had the coupon and online receipt with me. The customer service representative at the store told me that I would have to wait for all the packaging slips for the items to arrive and then return to the store for the refund of the coupon. While still at the store, I requested that the furniture be delivered to the Swansea, MA store because the associate informed me that the items had not yet left the warehouse. The associate told me that could not be done. After questioning why not, she gave me a phone number to call to make the change. At this point, I had already had a less than perfect online experience and was spending my evening picking up furniture that had not been delivered. It was a store error, but no one seemed willing to help me so I insisted she make the phone call. The associate placed a call to Corporate Guest Relations where we spoke to [redacted], although I ended up talking to [redacted] directly over the phone while in the store. [redacted] informed me that the only way to transfer the order to the Swansea store was to “return” the items (3 furniture items and crib mattress) over the phone now and repurchase them. The only drawback would be a delay in refund to my credit card of 2-3 days, which is the tender I used to make $2,621.19 of the $3146.08 initial online purchase. Three cards (2 gift cards and 1 merchandise credit) totaling $524.89 were also utilized for the online purchase. I had no problem waiting for the refund, because my credit limit was sufficient to cover both charges, but I didn’t understand why I had to return and repurchase items in order to reroute them to another store when the items had not yet left the warehouse. Although, I had a high enough credit limit to wait for the initial refund and repurchase the items, my bank saw the unusually large consecutive purchases from the same store and locked all my accounts for fear of fraud. I was forced to conference call with the bank and [redacted] in store to unlock my credit card and make the purchase. This process took over two hours within the store. I still had to re-purchase the mattress within the North Attleborough store as that couldn’t be sent to the Swansea, MA store. Upon checkout I mentioned my disbelief in how long it took to get 3 furniture items shipped to a different store that had not even left the warehouse. The associate’s reaction, who I originally interacted with at customer service, was “I didn’t get anything done tonight because of you.” It was a highly inappropriate remark to a customer who had been inconvenienced because of a company error. On September 7, 2013 I received an email stating that my order was ready for pick up at the Swansea store. I called to confirm that the furniture was actually there and it was in the store. On September 8, 2013 my uncle went with me again to pick up the furniture. One of the boxes appeared damaged and my uncle questioned if the furniture was intact. The associate at pick up was dismissive and said just bring it back if it’s damaged. We returned home with the furniture and did not unpackage it until that Tuesday, September 10, 2013. The piece of furniture my uncle had questioned was in fact damaged. I called the Toys R Us customer service department requesting that the piece of furniture be picked up and an intact piece of furniture be delivered. I was disconnected from the first call and had to call back. When I finally got through to a representative, I was told that there was nothing anyone could do and I would have to go back to the store. How can the physical stores and online store be so disconnected? At this time I expressed my frustration that I had been inconvenienced and experienced such poor customer service and that no one had even offered me a coupon or formal apology. The associate did give me a code for a one time $20 off coupon. I then questioned if the coupon would actually work, because my completion coupon didn’t work and I had not yet been able to receive a refund. At this moment the associate seemed helpful and assured me that I would receive a credit of $296.56 in 2-3 business days. My husband, [redacted], called the Swansea, MA store that night while I was still on the phone with customer service. The Swansea manager assured us that the furniture would be reordered, delivered, and the damaged furniture picked up. We should expect the furniture be in on Wednesday September 18, 2013. We waited for her phone call, but did not receive it. My husband physically went to the store on Saturday, September 21, 2013 and asked if the furniture had arrived. He was told it had not and he requested to be called if it arrived. We had not received a call by Tuesday, September 24, 2013 so I placed another phone call. The store associate informed me that the furniture was in and had arrived on Saturday, September 21, 2013, the same day my husband had been in the store. No one called us for 3 days. A store employee in his pick up truck delivered the furniture on Thursday, September 26, 2013 to our home. Luckily my husband was home to help him lift the furniture into the house because at 9 months pregnant I would not have been able to assist him and he would not have been able to delivery the furniture independently. This weekend on Saturday, October 5, 2013, I sat down to pay my monthly bills and noticed that my credit card had not been credited the full refund from the 3 furniture items and mattress that I returned on September 4. 2013. I should have been credited $1974.08, but $524.89 was missing from that credit. I also was never credited the $296.56 that was promised to be on Tuesday, September 10, 2013 over the phone. I placed another phone call to customer service on October 5, 2013. After spending over 50 minutes on the phone, I was told that the $524.89 was refunded back to the gift cards. [redacted], the original Corporate Guest Relations associate, told me my credit card would be refunded. The receipt for the return or cancellation says “you will receive a credit for the items listed above to the method of payment originally tendered.” As mentioned previously, the amount refunded was suppose to be $1974.08 and I spent well over that with my credit card originally ($2,621.19 ). I was also never told that money would be refunded to the merchandise credit or gift cards originally used by [redacted]. If he had, I would have reused the merchandise credit and gift cards to repurchase the items sent to the Swansea, MA store and not have put another $524.89 on my credit card. I also had no way of knowing that the money had been refunded to the gift cards because it is not indicated on the receipt or was indicated by [redacted] over the phone. I had to investigate the situation to find out where my money had gone. On this October 5, 2013 phone call, I was told nothing could be done, as it is store policy to refund gift cards first. Why was I not informed of this policy when speaking to [redacted]? I was also informed that the $296.56 would also be mailed to me in the form of a gift card which is not what I was told at the store on September 4th or over the phone on September 10th. It seems unreasonable that I am being forced to spend another $821.45 in the Babies R US or Toys R Us store that I never intended to spend. I also have to pay this amount to my credit card company. Someone suggested we return all the items we purchased at the store. Although the baby has no arrived yet, returning all the items for the original value would be impossible as we have already opened the majority of the packaging to prepare the nursery as is typical amongst most first time expecting parents. As a customer, I feel mistreated and robbed of both my time and money. Both my husband and I work full time and value a large sum of money like $821.45, particularly when we are expecting a new baby in our home. We are not asking for any extra discounts than they originally promised us, we’re just asking that our credit card be appropriately refunded and the amounts of the gift cards be destroyed. Sincerely, [redacted] ([redacted]Desired Settlement: $821.45 refunded to my credit card

Business

Response:

I’m sorry we could not speak directly on October 16th when I called you at the telephone number listed above, ###-###-####. Our call center notes indicate that we were able to resolve this issue. 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 [redacted]

Review: I made an online purchase from Toys R Us paid for with [redacted] There was a computer error in the order. I wanted to pick it up in the store that night & my receipt showed pick-up at store in 2 weeks. The package would not have been received until after Christmas.

I went to the local store to cancel the order within 15 min. of the online order. The manager cancelled it in her computer & gave me a copy of the cancellation screen. I then purchased the item in the store. I asked when I would receive a refund & she said to contact [redacted]. My calls were repeatedly disconnected. Each time I called back I got a different person & had to start again. I was told it had already shipped though it was after 10pm their time. They estimated from "it should already be on your account" to "once the item is received in the store, if you don’t pick-it up, eventually they will send it back & then we will start the refund process." I asked to speak to a supervisor; they refused. I was told they would have someone in account resolution contact me Friday to expedite the refund as no one was there on the weekend.

I called Friday afternoon after I didn’t hear back & was told there was no one available to help me. After 12 attempts since 12/12 with frequent disconnects, I am being told that I no longer have the option to cancel the order. The supervisor I spoke to today [redacted]) verified that I would have to wait til the package arrived at the store, refuse it, wait for it to be sent back & then get a refund. She said [redacted] would take 90 days to issue it.

The order shouldn’t have been shipped & now they say it may take longer due to the busy holiday. If it has shipped, then their volume shouldn't effect my purchase's arrival. If it hasn't shipped, why aren't they issuing a refund? I have an order cancellation-why would they let me pick it up? I am frustrated that I can't get straight answers and they are holding onto my money for an indeterminate amount of time.Desired Settlement: Purchase price refunded immediately to my [redacted] I did not receive any merchandise and the item is being shipped diectly to their store so I will not have physical custody of the item.

An apolgy for the poor phone service and customer service would be appropriate but not anticipated.

Proper education of their staff on on-line refund policy and procedure would also be helpful but also not anticipated.

Business

Response:

Please be advised, we have resolved this complaint directly with the consumer. On 1/2/2014 we processed a full credit back to the original form of tender.

Executive Guest Services

Review: My issue is reguarding a registry I made with the company. When signing up for the registry I was guaranteed 5% cash back for the first $300 and 10% cash back beyond $300, via eGift card, for all purchases made from the registry. The advertisement claimed that 10 weeks after your due date that an eGift cart would be sent via email. After 4 months had passed with no sign of a gift card, I contacted the company's customer service by email. They responded by telling me they would have a resolution in 10 days. Over the next 2 months I sent more emails requesting a response and have not received an answer.Desired Settlement: My desired outcome is for the company honor the terms that they advertised. I want the eGift card that was promise for the registry items that were bought.

Business

Response:

Please be advised we have calculated the consumers registry earnings and have sent, to the email on file, an e-gift card for $90. We will take no further action. Thanks, Vanesa V[redacted]Coordinator, Executive Guest Services

Review: Registry # [redacted] Transaction #: [redacted] Date of purchase: July 22nd,l 2013

Online

July 22nd, 2013

Online purchase

I've contact the customer service line twice regarding the status of an item that was ordered on my baby registry. Very rude customer service received. Please review both of my calls into your customer service center. Please train your agents.

The 1st agent could not assist me with marking items as purchased/removing items off of my registry. Advised that there was no way I could do that. I later figured out how to mark items as purchased on my own. She prov ided me with a reference # for a high chair that was purchased but not received by us off of the registry. Stated that someone would contact me.

The 2nd agent asked "what is it that you excpect us to do?" As if there was nothing that can be done to investigate the issue. I was initially provided with a reference #[redacted] and told that someone would give me a call. The fact that the agent failed to review and try to understand the concern baffles me. She was very rude.

The 3rd agent (corporate escalation) was pleasant but could not provide details to close this concern.

My issue remains open and unresolved. Someone purchased an item off our registry to be mailed to our home and unfortunately we have not received it. This makes me question the entire registry process. I anticipate a store credit for the total of the item purchased as well as the poor customer service encountered. The 1st agent made it seem as though someone would be contacting me directly with a sresolution and now I am left doing all the researching.Desired Settlement: For reference #[redacted] as we have not received this item. Also, for the poor customer service received. I now despise contacting your customer service line.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. I spoke with [redacted] this morning and apologized for the poor behavior on the part of one of our call center agents. We will be sending the consumer a gift card ([redacted]) in the amount of $25.00 for the inconvenience. I have also sent the missing item (#[redacted] Fisher-Price Space Saver High Chair - pink circles) free of charge.

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 9-22-2013 I ordered a toy from ToysRUs.com. Right after I submitted the order, I realized that I did not get the correct model so I wanted to cancel the order and replace. So I called ToysRUs at ###-###-####. After being held on the line with no human CSR for like 40 minutes, I finally reached a lady who's name is [redacted]. She said the order has been sent to their warehouse so it cannot be cancelled. After that I checked their website and it clearly says once the order is posted to my order history section, I will get a "Cancel" link somewhere to cancel it. So I waited patiently refreshing my order history page. You know what, NO order came up at all. After 3 hours it is still not in my order history section. So I called ToysRUs again and asked if my order can be cancelled. This time the lady says, "Oh you have passed the 1 hour window to cancel your order. So no, your order cannot be cancelled". Seriously? ToysRUs, are you trying to fool your customers like this and force them to keep orders they don't want? I am very, very unhappy about this shopping experience and I will never do business with this store any more.Desired Settlement: I am going to return the order anyway. But if you can, ToysRUs, refund me and remove me from your customer's list. Do not send me any email containing anything that you think I might be interested in. No, I will buy it at [redacted].com or whatever stores that treats their customers like real customers, just not you. THANK YOU!

Business

Response:

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

We will be sending a UPS return shipping label to the consumer to forward on to the gift recipient. The gift recipient will have to drop off the package at the nearest UPS location and the item will be returned to Toys ‘R’ Us free of charge. Once I receive notification that the package is in route back to TRU I will credit the consumers order # [redacted] in full back to the original form of tender. We will also be sending the consumer a $25.00 gift card ([redacted] for the inconvenience.

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. And also, after talking with my friend, the recipient of the gift, we decided not to return the toy. No need for the return label or the gift card. Still, I sincerely thank Revdex.com and ToysRUs for your kindness. I am totally happy with your service and my purchase.

Regards,