Toys R Us

Review: The company has an advertisement that states if you purchase $250 and above you get a summer infant monitor. I purchased a car seat for almost $300 on the first day of the promo and they told us that they don't have it in stock and we need to call them in future time if they have it in stock. We called them several time and one employee said that they are giving away rain check but didn't specify until when. We went to the store to claim the rain check and they said it was just good for a certain date. Its unfair how they don't have stock on the first day of their promotion date but they can give away the monitor to others who purchase on other days and they just decided to issue rain checks. They should have given us rain check at the time we purchase and not decide at the middle of the promotion to issue them. Its just unfair.Desired Settlement: Honor their Advertising Claim and if they cannot fulfill do not advertise it. Have fair practices with their promotions.

Business

Response:

Please be advised as captured on the consumers Rewards membership ([redacted]) transaction history the consumers purchase of a car seat originated on August 28, 2013. Two days prior to the start of the Great Giveaway promotion time period (8/31 – 9/18/2013). As a one-time accommodation for our valued guest we will be sending a free monitor to the address listed above.

Sincerely,

Executive Guest Services

Ref # [redacted]

Consumer

Response:

Good Morning

We accept the resolution but we just want to clarify some info. We purchased the item on 09/02 Receipt no

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 stayed up all night in order to get the playstation 4 bundle. When 12:00am I click on the click. There 3 bundles were available I selected the one I wanted . There was an option to deliver to home , when I click proceed to checkout the website stated that option was not available with no other options below. This item remained in my cart. I waited on hold for 20 min for a customer service person to say oh Im sorry mam this was sold out at 12:02am I was on the computer with the item in my cart at 12:01am. I have a screen shot of the item. I left a message with the corporate office as well as left an emailDesired Settlement: I would like to get the playstation 4. The item was in my inbox and I have proof. If I decide to purchase any other popular item what do you suggest I do call customer service 30 min ahead of time I need some type of assurance that this will not happen again. With the understanding I am in the right place at the right time, at my computer waiting to the click the button. As long as the item is in my cart I believe it should be honored. Thank you

Business

Response:

Please be advised, we have resolved this complaint directly with the consumer. I spoke with the consumer personally on December 2nd. At that time she advised me that she had purchased the PS4 gamming system over the weekend from another merchant but was not able to acquire the two games that were part of our “bundle”. In an effort to restore her faith in Toys “R” Us I placed an order ([redacted]) for the two games and sent then to her free of charge. The games were delivered to her home on December 4th via UPS tracking #[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: Hello, I am a defect in the toys "R" us buy toys, I order number: [redacted] which received the Despicable Me 2 11-inch Talking Figure - Agnes is bad, Agnes head can not move, because I am in the China, received when it is bad is linked to the toys "R" us, but the toys "R" US said to return, but the international freight need I pay, the toy is too large and heavy, international freight I simply can not afford, I bought a lot of things at Toys "R" us, first received is defective, and I send e-mail to reply to a letter, but not to the other the solution, which makes me very disappointed, so big toy manufacturers sell bad toy, and you don't give the corresponding solution, hope Revdex.com can help me!

Business

Response:

The consumer has received a full credit for the defective item, in the amount of $54.49. The credit will be returned to the guest original form of tender, in this case will be the guest PayPal account. Please allow 7 to 10 business days for the stated amount to be fully credited.

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: In store, I signed up for a Babies R Us baby registry. As part of their promotion it states as well as was explained, "Approximately 10 weeks after your baby's expected arrival date, a Promotional Gift Card will be emailed to you". Well 10 weeks after the expected arrival date of my baby, July 10, 2014 came and went. I called Babies R Us and explained the situation, confirmed my email address, was given a reference number, and was assured it would get taken care. I continued to check my email as well as spam and nothing came. I made an additional phone call to Babies R Us and provided the reference number I was given. The individual stated the reference number had never been forwarded on to the appropriate area. We then confirmed my email address and I was assured "it would get taken care of". More email checking and more waiting with nothing in return. I then made a third phone call. This time while confirming my email they realized they had missed a letter in my email address. We then proceeded to confirm the email and "this should take care of it". Wouldn't you know it, nothing! A fourth phone call was made in which I requested to speak to the manager. They refused to allow me to speak with a manager because it was "something I can take care of right away. It looks like you should be getting $300 back in an e-gift card. Nothing again! This last time I spoke with a [redacted] who seemed to actually understand my frustration with the process. Needless to say, 5 very frustratating phone calls later, almost 15 weeks past the "expected arrival date" and absolutely NOTHING in return. Terrible customer service Babies R Us.Desired Settlement: Please following through with the promotion offered. In addition, an apology, an explanation of what went wrong, and additional compensation for the hassle, frustration and terrible customer service would be great.

Business

Response:

Please be advised we are reviewing the consumers registry and will contact the consumer directly. Thanks, [redacted]Coordinator, Executive Guest Services

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I was told with every phone call I have made to Babies R Us thus far that they would be contacting me or processing my request, only to have nothing come of it. What would make me think they are actually going to follow through now? I would like specific details of when they will be contacting me to proceed.

Regards,

Business

Response:

Please be advised I will be reaching out to the consumer 11/13/2014 with a resolution to the complaint. Thanks, [redacted]Coordinator, Executive Guest Services

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Do I have to provide a reason why? It is now 9:15 p.m. on 11/13/2014, the date the message/reply I just read from Babies R Us stated they would be contacting me to resolve the complaint. Do you think they called me? Nope!Regards,[redacted]

Business

Response:

As per our conversation one of our Customer Care Reps, [redacted], reached out to [redacted] yesterday via the phone. They provided her an e-gift card in the amount of $113.01 for her baby registry. Everything was resolved with the case. Let me know if you need any further information.

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 babies r us in Hulen tx has online a Joovy Caboose Stand-On Tandem Stroller - Black online advertising a price of $149.99 however they very rudely told me that I was wrong even after they looked it up on their on website on her office computer. The lady manager went on and on about how it was not the same product. Clearly it was correct item after spending all day researching this stroller I found not any thing different about her "claim" of different. So then I figured I would be able to price match it at least from Amazon sold by and shipped by Amazon not the Amazon marketplace I know their price match policy by heart since I have 5 boys and 13!other kids in my family we spend at least $1000 a month there. I could not help to continue asking her what the problem was and she keep coming up with new ways to say NO. I know this is a violation of their policy We will match prices from selected online competitor websites, including [redacted] pricing).We will match Toysrus.com and Babiesrus.com online pricing in our stores, except for online-only prices.Items purchased must be identical to the items advertised (e.g., brand or size). [redacted]Desired Settlement: [redacted]I simply wanted a new stroller to take with us on our family vacation to Disney world Thank you for listening to this long email Best wishes and happy holidays God Bless the hands family

Business

Response:

Please be advised we have sent this complaint to the appropriate store mentioned in the complaint. The store will be in contact with the consumer. Thanks, [redacted]

Consumer

Response:

[redacted]

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

Regards,

[redacted]. I just wanted a price match on the joovy stroller for my kids

Review: We bought a Lil Scholar Tablet pink throiugh TOYSRUS during thanks giving Sale. the tablet had battery issues. When we took it back to the store, we were asked to approach the vendor(Schhol Zone) for a replacement. We shipped the tablet at our expenses, for which they provided some educational app. But the second tablet has the same issue charging and discharging issue. We contacted the vendor again and they now requested us to approach TOYSRUS to return the tablet.

We contacted customer service and they opened a TOYSRUS reference#[redacted] and asked to approach the store as it was bought from the store.

The store#9274 did not help me at all just kept say the return date for tablets is 15 days even if its defective. The store was extremely rude and refused to find any amicable solution.

I called customer service again and then they said they will talk to the store to find a solution. Next day, which was on 02/10 the flatly told me sorry we cannot do anything and flatly said its outside the 15 day window. THEN WHY DO ALL THIS SONG and Dance....WORST CUSTOMER SERVICE EVER......

I am now reaching out to the vendor who says they cannot return money but can give me another tablet.Desired Settlement: I would like the price of the tablet and shipping back roughly 150 $ and my 3 months of pain and hassle......NEVER SHOP AT TOYSRUS.. especially electronics.

Business

Response:

Please be advised I will send a return label to the consumer and once the tablet is received we will provide a refund in form of an e-gift card. Thanks, [redacted]

Consumer

Response:

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as I do not have to follow up to get the return label.

Regards,

Review: Order # [redacted] From toysrus.com we ordered some items on Black Friday, and toysrus with no notice decided to cancel two of them Shopkins Pop and Race Game Ref.#: [redacted] Item # [redacted] for the price of $5.00 as well as the Fisher-Price Little People City Skyway Ref.#: [redacted] Item # [redacted] for the price of $23.99. But when I called customer service I was told they had no idea why they were canceled, nor would they honor the price at this point. This really seems to be a scam of some type.Desired Settlement: I just want the products I purchased at the prices that were promised. After that I will never again do any business with toysrus online or offline. I don't appreciate businesses that take advantage of people.

Business

Response:

Please be advised we have sent an e-gift card for $15 to price match the items that were cancelled off the consumers order. Please have them check their spam folder. We will consider this matter closed. Thanks, Vanesa V[redacted]Executive Customer Service [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: While looking for items at Babies R Us we came across a dresser we really liked with a sign on it saying "25% off this item with your trade-in" Come to find out that that furniture is not included with this deal even though the sign saying 25% off THIS item was on all of the furniture and it had a list of furniture below the sign. I have a picture of the sign if you would like me to send to the Revdex.com.Desired Settlement: I would like them to honor the 25% off (30% off if you sign up for a store card) to the furniture that was mentioned on the sign.

Business

Response:

Please have the consumer provide the picture of the sign and the store where the incident occurred to better assist. Thanks, VanesaExecutive 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 attached the pictures as requested

Regards,

Business

Response:

Please be advised the consumer needs to provide the store where they eoncuntered the sign attached to this complaint to better assist. Thanks, Vanesa 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.] The store manager finally contacted us and the issue is resolved.

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 Nov. 26th I went online to order some presents for my grandkids. There were two advertisements - one was 15off and if you enter that code you got 15% off your order or you order $100 worth of merchandise and you would receive a $!% gift card. We ordered $128+in merchandise and did not use the 15off code so we could get the $15 gift card. After I placed the order I was afraid some of the items I ordered might not qualify for the gift card so I called the 800 number and spoke with a man. He gave me a call reference number [redacted] I told him the issue and asked him if all the items qualified he said they did that we should get the gift card however, the gift card was $10 not $15. I told him if I needed to I could add an item since I needed the item and forgot to order it he said no I had enough items. I told him if I did not qualify for the $15 gift card I could cancel the order and reorder so I would. He informed me that the order was being verified and that we could not do anything with the order. He said I could not add to it or cancel it. And he said the gift card was a $10 gift card but I would get that. I asked how we would get it he said that when we went into the [redacted] store to pick up the item that was being sent there they would give a a $10 gift card. I went into the store picked up the item in the store they were holding for us and talked to the customer service manager. When I told her we were told we would get the $1 gift card from the store when we picked the item up she said there was no way we were told that. That they do not give out the gift cards. So now I am being called a liar! I left the store called the internet 800 number and did a chat on line and basically no one is willing to do anything. We did not get the 15% off since we were going to get the gift card and now we didn't get the gift card and I was called a liar by the CUSTOMER SERVICE manager! I only want what was advertised/promised!Desired Settlement: I want what was promised either a refund of the 15% off my order or the gift card. At this point and after the issues its caused maybe an extra gift card and an apology for being called a liar. If you listen to the call you will here the associate tell me I can pick up the gift card at the sotre!

Business

Response:

Please be advised, we have issued a credit in the amount of $30.00 to the consumers order # [redacted]. The credit will be returned to the original form of tender used on the order.

Executive Guest Services

Ref# [redacted]

Review: I believe my complaint involves advertising issues, as well as delivery, sale,and customer service issues. I had placed an order with toyrus.com on Dec 6, 2013 for my son's Christmas gifts. This was a 13 piece order. Four days later I was informed by email that out of the 13 items 6 of those had been cancelled for being out of stock. However moments later I logged onto my account went threw the items that were cancelled only to be shown out of the 6, 5 were still showing in stock, only with different (higher) prices. I was able to add them to my cart as well. I called the customer service number. Waited for 45 minutes before a rep picked up only to be transferred and put on hold for an additional 15 minutes. Once connected to a rep. I explained my situation. The rep informed that sometimes the website updates and can cancel orders out. This made no since to me. She said she could add them back on however they would be at the current pricing. unacceptable, as I had purchased the items for much less. I then wanted to cancel the order and take my money elsewhere she then informed that she cold not do that. Not satisfied with her answer I called back the next morning again on hold for an exuberant amount of time. I asked to speak to a manager, who then explained that the items were in fact out of stock even though they were still showing up as in stock online. and no, there was nothing she could do until my credit card was actually charged and the items were shipped. You see at this point my card had not even been charged for my remaining items. She also could not guarantee when my items would even be shipped as they are currently "located in stock". I am extremely unhappy. My money is literally tied up waiting for this remaining order to even ship, if and when it does. Meanwhile they are falsely advertising for items they do not even have in stock. Oh, and she almost failed to tell me that the items cancelled by them would happen to come back in stock I would be charged for those items!Desired Settlement: I believe Toy r Us needs to fix this website issue immediately . I have been talking to other folks online and have found they too are running into the same exact problems. My son's Christmas could potentially be ruined if these items are not shipped in a timely manner. I can not shop elsewhere for my money is tied up with this order. Our finances do not allow us to just turn around and be able to buy more gifts.

Business

Response:

We are very sorry for the inconvenience and apologize for any confusion.

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

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

Executive Guest Services

Review: On December 18th, 2013, I placed an order online at Toys R Us. I put in all my bank information and pressed the submit button. No confirmation page or number appeared on my screen. I called Toys R Us while I checked with my bank online. My bank showed an authorization hold from Toys R Us of $228.62. I assumed that an order was placed and received. When I spoke to Customer Service at Toys R Us they informed that there was no order and I had not made any such order. The last order they had under my name was sometime in November. Customer Service informed that I would have to buy the item again and spend another $228.62 and the order would not make it to me on time. I refused and asked them to cancel the order and refund my money. They stated that it was hold from my bank and there was nothing they could do for me. Over the next 8 hours I was on the phone going between my bank and Toys R Us. The bank stated that there is no such thing as placing an authorization hold on an account unless an order has been made and received by the company placing the hold. Toys R Us claims that it was "ghost order" meaning there is no order. So I am out $228.62 and I will not get my daughter's gift because Toys R Us refuses to fill the order until I pay them ANOTHER $228.62. I understand that an authorization hold takes a certain number of days to be released but if the order was never received or fullfilled then is this not technically stealing?Desired Settlement: I would like my money to be refunded immediately. I cannot wait 3 to 10 business days. We are a low income family and we needed that money to buy Christmas gifts for our family. For Toys R Us to casually tell me that there was nothing they could do for me after THEY took my money hostage and refused to either fill the order or cancel it is nothing short of criminal.

Business

Response:

We are very sorry for the inconvenience and apologize for any confusion and/or misinformation. We will be sending the consumer a $20.00 e gift card to the email address referenced above. In addition we would like to offer the consumer 10% off their next online order and free standard shipping. Please reference your case number [redacted] when you call in to use your discount accordingly.

Executive Guest Services

Review: I ordered some items from their website that clearly said free shipping. When I received an email statement after the order it showed a $49.99 shipping surcharge. The representative I chatted with would not cancel the order.Desired Settlement: I want the $49.99 shipping charge waved, or I want the order cancelled and a full refund made immediately. I would still like to purchase the item but would have selected to have it delivered to my local store if the the shipping charges had not been hidden from me when ordering.

Business

Response:

Please be advised once an item is considered a heavy weight item shipping surcharges are applied. This is stated on our website, please see the link below. We will consider this matter closed. Thanks, Vanesa V[redacted]Coordinator, Executive Guest Services[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because while the information is available, it's not clear when the item is advertised as FREE shipping. In addition, I was unable to cancel the order even though it had not shipped. I would have canceled and had shipped to store to avoid this charge. Customers should be notified before this charge is added and given the option of shipping to a local store. They should also be able to cancel the order if it has not yet shipped.

Regards,

Review: I placed order # [redacted] through the website as a gift. It did not get delivered for more than 10 days. I kept calling customer service but they said they would cancel it and never did. They kep LYING to me that the order was cancelled. It still has not been delivered and now they are saying I should ask the recipient to go return it in store!! Or that I should call the carrier to cancel the order!! Why would they ship the order and then cancel it. This is the most horrible customer service I have seen. I just want my money refunded. Am never buying anything from Toys R us again.Desired Settlement: Just give me the $$ back.

Business

Response:

Please be advised the consumers order was cancelled and they were not charged. Please see email below sent to consumer. Thanks, Vanesa V[redacted] Thank you for shopping at Toysrus.com

and Babiesrus.com. Unfortunately, some or all of the items from your

order #[redacted] are currently unavailable. As a result, these item(s) have

been removed from your order.Here is a review of the item(s) that have

been cancelled: Item#: [redacted]

[redacted]Please note, you will not be charged for the above

item(s).We apologize for any inconvenience and appreciate your

understanding. Thank you again for shopping at Toysrus.com and Babiesrus.com. Sincerely, The Guest Service Team Toysrus.com and

Babiesrus.com[redacted]

Will withhold money from accounts even though no order was generated,cust care is terrible.been trying to get this sorted out for 3 days no response from nj

Review: I place an order on December 1, it was succesfully completed and process. After few hours the order was cancelled by the seller because of insufficient stock. Items are back stock today and seller refuse to honor same price and try to charge me more for the shipping. I want the seller to honor the price and offer me free shipping or any store pickup option.Desired Settlement: I want to recieved the ordered items. I want them to ship them to my home.

Business

Response:

Please be advised, we will honor the sales price and shipping method (free store pick up) on these two games as the original order ([redacted]) was placed on 12/01/2013 as offered by our call center agent but declined by the consumer on 12/2/2013.

Description: Assassin's Creed IV: Black Flag for Xbox One

Quantity: 1 @ $54.99

Shipping via: Store Pick Up –

Description: Ryse: Son of Rome for Xbox One

Quantity: 1 @ $32.99

Shipping via: Store Pick Up

Order Date: 12/01/13

Location and Item(s) for Store Pickup:

TOYS R US/BABIES R US - [redacted]

I have updated the case in our call center notes accordingly. The consumer should reference case number [redacted] when he calls in to place his order.

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 9[redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I ordered a [redacted] for my 3 year old niece's birthday. First of all, the item was not delivered by her birthday party on 11/23/13. It was delivered at 6:11 p.m. on 11/25/13. After waiting all day by the door for her car, when it was finally delivered, her mother immediately noticed damage to the body. There was a piece broken off that was meant to hold screw. Of course if that is broken, it renders the car unsafe. When I contacted ToysRus immediately to inform them of my disappointment and frustration, I was told that I could receive a shipping label via e-mail, send the damaged product back and they would send out another one. What they did not tell me until I printed out the label that I would have to choose my own carrier and pay for the return shipping. I found that utterly ridiculous.Desired Settlement: I demand a satisfactory replacement of the same product I originally ordered. I demand that the replacement be assembled at no additional charge and the product ready for pick-up within 24 to 48 hours and not a minute later. I also demand an apology letter to my niece, [redacted] for the disappointment that ToysRus caused her.

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 11/27 I made a purchase on line, the package was supposed to be delivered between 12/3 and 12/5. I called in because I had not received the delivery by 12/6 as it never left toys r us. The lady apologized and offered to re-send what was available, and credit my [redacted] account for items that I had to replace since they were needed by the next day. She told me I would receive this amount on my debit card within 5-7 days. I had multiple conversations with toys r us within that time and they told me it could take up to 10 business days and I would have to wait. The amount that I was waiting to be refunded was for $116.58. On 12/11, I received a partial credit for $2.48. I called in and they told me the amounts would be sent in increments but that it would all be received by the 10th day. On the 10th day, nothing further was received. When I called in, they informed me that they credited the remaining amount (keep in mind, they had no intention of reimbursing the sales tax I paid) to a gift card, that I no longer had posession of. I told the representative, that my purchase was almost $500 and that only a small portion ($108.00) was paid by gift card. I also told them that I had been advised all along that it would be reimbursed to my card. They have sent an e-giftcard reimbursement, which I will not use, and they claim they cannot reimbursement my debit card, even though they have for a small amount. They also tried not reimbursing me for the sales tax.Desired Settlement: Reimbursement to my debit card. I have already waited the standard 10 days.

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,

[redacted]e

Review: We purchased an online gift card for my nephew a year ago. We have never received an email containing the gift card information. We have called multiple times and keep getting promised the email. They have also promised a phone call but that has never happened. Not sure why they would want to call. I asked about getting a physical card and they said they cannot do that either.

Product_Or_Service: Online gift cardDesired Settlement: DesiredSettlementID: Refund

A refund of our money or a physical gift card.

Business

Response:

Please be advised we have sent a physical gift card with tracking number [redacted] via [redacted] as of 5/14/2015. 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. it's sad it had to come to this. Thank you Revdex.com.

Regards,

Review: I was just scammed out of $163.00 from Toys R Us! I made a purchased from them in the total amount of $459 for a razor dirt quad which was $429.99 plus 7% tax, $296 was charged to my card, the rest on gift cards!. I went to check the status of my order, they told me they had no record of this order, it must have become a ghost order, a glitch in their system. I asked then why do I have a record of my card charged, he said he didn't know it must have been another glitch, I would have to call the credit card company & dispute it. I asked them what about my gift cards, he said do you have them, I said no(I NEVER THROW THEM OUT, I did this time to reduce the paper clutter in my house)he said we can not do anything. I said there must be some proof as to what I am saying, you charged my card, so somehow you processed the order, he said we have no order, glitch in system, that's all they have to say for themselves. I want my quad delivered or a total refund of $459, $296 on my credit card & the rest on a gift card, the same way I purchased it!

Business

Response:

Please be advised, our call center records indicate that this issue has been resolved. The consumers order was located (#[redacted]) however, this order contained a typo in the consumer email address;

[redacted] – should have been - [redacted] , hence the consumer would not have received any order acknowledgement, shipping or order ready for pickup emails. Call center records also reflect a conversation with the consumer on October 2, 2013 advising of the findings and a notation that the consumer would visiting the Jersey City store later that day to pick up the item.

Sincerely,

Review: I purchased [redacted] Baby/ Video monitors (Item# [redacted]) off of [redacted]. The website clearly says the baby monitors have a range of 900 feet on website and that was what I was looking for. I purchased the monitors by using a 20% percent promo code that was emailed to me from toys r us, two $25 gift cards and my [redacted]. When I received the item the box said the monitor only has a range of 350 feet. I called the 1-800 number (Around 9-25-13 give or take a few days) to see if they sent me the wrong product. They verified the website was wrong and I had the right product. I then asked to return the item and told him I had thrown away the gift cards, gentleman said no problem. He said they will mail me out the gift cards within 7 days (Ref# [redacted]) Next day I get a call from someone from toys r us asking me how he can help me which was confusing considering he called me and I thought I took care of the issue the day before. He then put me on hold for a good 10 minutes (keep in mind he called me). He eventually came back and said he had to transfer me. Twenty minutes later , a gentleman answers how can I help you? I explained to him I had no idea why I was on the phone and explained to him the situation. He told me it was all taken care of but I would not be able to use the 20% off promo code because it expired. I told him I don't care at this point I just want to get my money and gift cards back. I still don't know why that 45 minute call took place. Two plus weeks go by so I decided to give them a call today to check the status. I talked to 5 different people. The 4th person "[redacted]" cut me off in the middle of conversation and transferred me to 5th and final person. After 30 minutes on the phone a woman told me she will send me my gift cards in 14 days. I have never been treated so poorly in my life by a company. I have wasted 3 plus hours on the phone getting the run around (keep in mind my baby is a month old) Still no monitors or giftcardsDesired Settlement: I know I can never have the time that I wasted on the phone with this company back so I'm not going to ask for that. The first thing I would like back would be for the company to change the website so no other person has to be misled like I was. I would like what I ordered originally, a baby monitor that has a range of 600 plus feet like the one I thought I was getting in the first place. I feel like toys r us has to own up to the website and get me into a monitor that has the range I need for the price I paid. I should not have to pay a dime more when the company misled me on the website. I have screenshots of both the website and the box if needed.

Business

Response:

Please be advised, we have resolved this complaint directly with the consumer. On October 10, 2013 the consumer was issued a refund back to the original form of tender user on order # [redacted] in the amount of $127.19. This orders tender included the consumers [redacted] (credited $77.19) and two Toys ‘R’ Us gift cards, valued at $25.00 each. I will be sending the consumer a replacement gift card ([redacted]) in the amount of $50.00 via [redacted] tracking # [redacted] to the address listed above.

Sincerely,

Executive Guest Relations

Ref# [redacted]