Toys R Us

Review: We have ordered a gift card on May 28, 2015. Recipient haven't received it within 3 weeks. Called to track the gift card. We were told there is no tracking for gift card. Asked for eGift card, but customer service rep said they're not able to issue that, but instead, will issue a refund. We have been talking on the phone with at least 10 different representatives. Every single time, we get a promise of a refund, and different excuse. After another month, we have not received our refund, nor gift card. We don't need the gift card after 2 months now. That's not a birthday present anymore. I'll be filing a complaint with [redacted] and this will be our last time dealing with ToysRUs. This is fraud!Desired Settlement: We'd like our money back as we were promised a month ago.

Business

Response:

Please be advised the consumer was informed a credit can not be issued when a gift card is purchased. As on 7/27/2015 we have reissued a new physical gift card be sent out to the consumer. The consumer should be receiving the gift card in 5-7 business days. We will take no further action. Thanks, Vanesa V[redacted]Coordinator, Executive Guest Services [redacted]

Review: On 10/8/2015I placed an online order through ToysRUs.com; the product was not delivered due to damage to the shipment. I called on 10/21/15 to ask for my refund and was told it could not be processed until the shipment was received back and the claim against [redacted] was settled. I spoke with a manager, J G[redacted] who stated he would expedite the refund and who gave me a promo code for a future order. He stated the refund should be processed in 7-10 days; I expressed dissatisfaction but he said there was nothing else he could do. On 10/23/15 I reordered the product; again the shipment was not received due to damage in transit. I called on 11/5/15 and spoke with a different customer service manager who stated the original refund was never processed! She stated she would input refunds for both orders but it will take 3-5 business days for the refunds to get approved. At best this is poor customer service; at worst this is unethical and illegal to keep my money almost a full month after they failed to provide the product for which I paid.

Business

Response:

Please be advised we have processed a credit in full for both orders, [redacted] and [redacted] 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: I purchased a [redacted]at the store on [redacted] on 2/12/15, I asked about the free game download that was supposed to come with the console and was told to call [redacted]. I called [redacted] and was told that Toy R Us was supposed to have given me a voucher code on my receipt. I called the store 3 times and left messages each time. I even tried the extension for the general manager and got hung up on. I never got my voucher or game and now I'm not getting the proper customer service either. This is truly unfair.Desired Settlement: I would like my free game as advertised and as the sales associate told me. This is only fair and as a customer I would expect to get what I pay for.

Business

Response:

Please be advised we will have someone from the store team reach out to the consumer. Thanks, [redacted]Coordinator, Executive Guest Services[redacted]

Review: On September 20, 2014 I placed a lawaway order for a Minnie Mouse Bow-Tique Flippin Fun Kitchen at 79.99. Web order number [redacted] and layaway order number [redacted] In mid October I saw that the product was on sale for $59.99. I called customer service (in India) twice. Each time I was told that before they could issue me a credit I needed to make a final payment on my layaway account (at the time I only had approximately $20.00 remaining on the balance). This made no sense to me considering other retailers regularly allow consumers to obtain a price a adjustment while the product is in layaway. After realizing I was getting no where via my phone calls to customer service as I was only getting inpersonal scripted responses from the call center, I made a final payment on November 14th. Again, I called the service center to request a credit and now they state I had passed a certain period of time that no longer allows for a credit and something about how they could possibly issue me a courtesy credit for being a valued customer after I received confirmation for pick up. It was hard for me to fully understand what I was being told as there is an obvious language barrier and they can only go by the scripted responses as I've noted above. This phone call occurred on Monday, November 24th. I was told I would receive an email confirmation shortly thereafter. To date, nothing has arrived confirming the product was available for pick up. It has been over 12 days (almost 2 weeks and still no confirmation that the product is ready). The website states that upon final payment I would receive an email indicating that the product would be available for pickup. No timeline was provided so the assumption was that it would be rather immediate following my payment considering the store carries the product in stock. Further, had I known it would take this long I would not have ordered it.Desired Settlement: After speaking with customer service again today, I was told that yes, you are right you have not received an email confirming availability for pick up. Yes I knew that. SO when am I getting it? Of course, no answer but that she would request the email be "expedited". Again, what does the email have to do with the product being available?

(1) I want my product to be available for pick up immediately, this weekend and (2) I want a credit for the sale price that was advertised back in October when I originally inquired. If this cannot be done I would like a refund, without penalties or fees so that I can purchase the product elsewhere. As an attorney who also works in the retail industry, I will not tolerate being taken advantage of and I expect the product I paid for.

Business

Response:

Please be advised our records indicate the consumer has picked up their item and has recieved a $15 appeasement as well. We will take no further action. Thanks, [redacted]Coordiantor, Executive Guest Services[redacted]

Consumer

Response:

Review: [redacted]

I am ok with the proposed resolution; however, I have not received the $15 "appeasement" referenced in the response. Is this being refunded to my original method of payment or will it be via a gift card?

Regards,

Review: My girlfriend ordered a "Hello Kitty Piano Book" and other items from the Toys R Us website on November 30th. On December 3rd she received an email stating that her items had been shipped. She used my address for a shipping address and her own as the billing address. She didn't realize until she had to contact them about the missing item that they had used my address for both, which is why I am filing this complaint. When she called the customer service department on December 11th they were rude, didn't identify themselves, and then refused to address the complaint without speaking to me, stating that she had nothing to do with the purchase. I gave my permission to discuss it with her (they asked nothing to confirm my identity or anything on the order, in fact the only identifying information they ever asked for was the order number). They told her they had shipped the item, and the package had been delivered on the 5th. She said the package had arrived, but the item wasn't included, although it was on the packing slip. They told her they would reship the item that she had never received. She was given no new order number, and has never been sent any information on it, no tracking information or order update. We still have not received the item. I used her email address for this claim, because it is tied to the [redacted] account she paid from. We can provide the [redacted] invoice number on request, as this form does not allow it to be entered, and her Order Number was [redacted]Desired Settlement: We would like to have this shipped out immediately, as it is a Christmas gift for a four year old and receiving it late is not an option. We would also like to have the terrible attitude and assistance from the customer service line addressed, but we are not requesting any additional proof or information on this being done.

Business

Response:

Please be advised, we have issued a refund for the item in question $15.99 + sales tax. Since we did not receive this complaint until after Christmas we would like to offer the consumer 15% off a future order and free standard shipping. The consumer should reference case number [redacted] when they call in to use this discount accordingly.

Executive Guest Services

REF# [redacted]

Review: I bought a fast lane snake bite monster truck for my son on 11/23/12. It is not even a year old, or has it been used more than 10 times. Two days ago I charged the battery and put it in the monster truck while inside my house. I turned the truck on and then it turned itself off. The product started smoking from the inside , and smelled like something was burning. The car was not being used but just sitting turned on, with my six year old son nearby. I called the customer service and they told me that I was out of the 90 day return policy and they could do nothing. They did not care that the product that they manufacture started smoking. A toy that is made for kids could have cause injury to my son. They said that they could do nothing because the guarantee but if I bought a protection plan they could. I asked about the manufacturing warranty on this product, and even the supervisor [redacted] could not tell me who it was or if it carried one. My understanding by a previous CSR agent is that toysrus manufactures this product. I am in shock that a big corporation does not care at all about one of there toys they sold a customer less than one year ago started smoking and smelling. It is a sad situation because my son loves his truck and now can't use it because it is a safety issue.Desired Settlement: I did not even ask for my money back. I offered to send the defective unit back and have a new one so my son can play with it.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. We are sending the consumer a gift card ([redacted]) to refund in full the purchase price of $105.99. We will also be alerting the manufacturer through our global safety team.

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 have been overcharged for my order. 1st, I have been charged $2.00 of sales tax, which do not apply to my state, and even if it did, $2 is 14%, twice the state tax of PR... Second, I have been overcharged on shipping, which was calculated at $5.89 on my cart and actually charged $13.54. So, according to calculations, I was overcharged for $9.65. And to add insult to injury, the free pick up at store option stated the item was not available on my local store and now I see the shipping label as the item being shipped FROM MY STORE so I could have even saved more.

I contacted them with exactly this message and they agreed to refund me $13.54 on August 10 in 3-5 business days. On August 28 I mailed them again stating the refund has not gone through and the response I got was 'you have to complain with[redacted], because that was your method of payment'. Yet, they have not provided me any proof that they realized the refund transaction and refuse to cooperate.Desired Settlement: I expect a refund of the already agreed upon amount of $13.54.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. A credit in the amount of $14.49 was refunded to the original form of tender used on order # [redacted].

The consumer was notified via email about this credit on Aug 29, 2013 at 12:35PM ET.

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,

I went to Babies R Us in East Brunswick, NJ to purchase some Gerber baby food. There's a Gerber stand with a sign "10 for $12 on 1st foods and 2nd foods 2pk Purée Tubs". I picked up 10 and went to the cashier to pay. It rang up incorrectly. The cashier went to the stand to see their sign. I asked to speak with the manager... He called for the manager, [redacted] at least 4 times to no avail. [redacted] from Customer Service came over and said "the tubs you picked up must be the wrong ones because if it was correct, it would've rang up for the right price". She asked the cashier if he checked in which he responded he did and the sign does say 10 for $12. I asked [redacted] if she was the manager and she stated she's a customer service rep. I went and took a picture of the sign and was told by [redacted] to go to the customer service counter. I had to wait for almost an hour and was told that her manager said the sign "was supposed to be for single packs". I told her that's not what the sign says and that's false advertisement. I asked to speak with the manager again and still no manager came out to speak with me. I then decided to call their Headquarters to file a formal complaint; at this point not because of their false ad but to complain about how badly their customer service is. I was speaking to Jennifer from their headquarters and told her the situation and stated that they are refusing to honor their sign for measly .20 cents difference. [redacted] asked me to take a picture of the sign so she can see it instead of her walking over to see what the sign says for herself. I showed her the picture I already took and asked for my phone back as I was on the phone with their Headquarters. She turned to a lady about 15 feet away from us and said loudly "the sign says 10 for $12 and she's on the phone with corporate". [redacted] called another rep to "check the sign again because the picture she showed me says purée and I don't know what that is... I don't know baby food". How in the world do you work for Babies R Us and you don't know what purée is? Anyway, The rep and I checked AGAIN while I'm on the phone still with their headquarters. We passed by the lady [redacted] turned to, to see if she was this mysterious manager, named [redacted] that I was hearing [redacted] and the first cashier was calling... But of course she didn't have her name tag on. So as we got to where the sign is, guess what the rep see? Of course, "10 for $12 on 1st foods and 2nd foods 2pk Purée Tubs"!! The rep told [redacted] it does say 10 for $12. What's the response we got? Absolutely nothing! She told us to come over to her and she'll ring us up. Not even an apology for the debacle they have put me through. I asked [redacted] what was the manager's name and she stated "I don't know, I don't want to get involved". Why did she refuse to give me the manager's name if she thinks nothing was done wrong? Jennifer and I got off the phone and was told I should be getting a phone call tomorrow to follow up with my experience. I'm not confident that I will be getting this phone call because it seems like management from Babies R Us doesn't seem to know what a good customer service is. This experience has been an absolute disappointment. This is not the first time this has happened to me either. The first one was a sign "buy any baby formula and get a free baby bottle" but of course it rang up incorrectly and I didn't even bother to say anything. Now this? I've had it with this store. It's unfortunate that store has a manager that's willing to have her staff handle her responsibility in dealing and correcting her mistake in not ensuring her store is in compliance but to also give at least a decent service to its customers!

Review: There is more than one nature of complaint. I had a baby registry with toys r us. I tried to purchase the remaining items on my registry with two gift cards. When I submitted the order, one large item was not on the list and I never received confirmation of the order. I called customer service shortly after and was told that my order didn't go through. The credit on the gift cards however, were removed. And I was also told the large item that was removed was out of stock yet they still charged me for it. I was told the credit would be restored within 24 hours and I waited 48 hours, still no money on my gift cards. I had my husband call to get the credit restored to my gift cards and an employee told him that I must have "baby brain" from pregnancy hormones and that I must have forgotten that I spent the money. This is completely insulting. Further, I had emailed customer service about my complaint to which they offered me a $20 gift card but have yet to respond to the fact that they not only charged me for an order that doesn't exist in their system, but that they charged me for something they don't even have in stock and have no idea when of if they will get anymore. This has caused my husband and I much stress and has driven me to tears especially after my mental capacity was insulted.Desired Settlement: The employee who insulted my husband and I should be fired for what she said. And I want all of my gift cards to be refunded the full amount of $216.53 and $50.

Business

Response:

Dear [redacted],

I’m sorry we could not speak directly this afternoon when I called you at the telephone number listed above, [redacted]. In order to better understand your situation I would like an opportunity to speak with you further about your experience. 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]

I look forward to speaking with you.

Sincerely,

Executive Guest Services

ref # [redacted]

Review: The Jeep is no longer working that I bought. It's Hurricane Red Jeep for my nephew Black Friday 2013 with the extended warranty for $79.99. The Jeep was 429.98. My brother had to return it and repurchase it in NC cause it won't fit in his car. The store in NC told him they added the warranty back on and he was good to go, but really they didn't and the price increase he saw was just losing the black Friday sales. I called Toys R Us multiple times and they looked up my receipt and verified the information and saw the warranty was not added back on and agreed it was their fault. They called the store in [redacted] Michigan and told them to resale the truck to me with the warranty and then I would be able to use it to have the jeep repaired, well now the warranty company is saying the jeep has to be a year old , so they refuse to work on it cause they say it's under manufactory warranty. I called the manufacture and they say they can't do anything cause the new receipt shows it was purchased on 10/22/2014. I have called Toys r us multiple times and the customer service number won't even deal with me and says I will now have to go back to the store. My nephew has been calling me crying for weeks wondering when he will get his jeep fixed and everyone is screwing me over. I purchased the warranty for exactly this reason, so if something happened it would be taken care ofDesired Settlement: I want a new jeep or gift card to replace the broke one.

Business

Response:

Please be advised we are unable to assist the consumer at this point. The consumer needs to reach out to the Buyer Protection Plan team, as the plan was purchased, and they will be able to further assist. Please have the consumer contact [redacted] the buyer protection plan team. We will take no further action. Thanks, [redacted]Coordinator, Executive Guest Services[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The protection company will not do anything because the receipt I have shows it was purchased within the return period of the store. This was what corporate Toys R Us told me to do and now I'm in the same situation.

Regards,

Review: I contacted ToysRUs twice in regards to my order # [redacted] (placed on 12/8/2013) which was a $100 gift card (total with shipping $101.95). I was told the issue was escalated and that I would receive a call from management and I haven't received a response to date. The USPS Tracking number is [redacted] but per the USPS, the tracking number was not found.Desired Settlement: I would like an e-giftcard instead of a regular giftcard. Please send it to: [redacted] Thank you!

Business

Response:

Complaint resolved directly with guest. The consumer will be receiving a $100 electronic gift card as requested. The electronic gift card will replace that guest purchased physical gift card she did not receive.

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 have always shopped at Toys R Us and Babies R Us and it's always been a pleasure. I am disabled and thus I'm given gift cards to shop as I don't drive and don't have a way of getting to the store. However, I have an old gift card that doesn't have a pin on it. I called in to customer service and I was told basically if I didn't go into a store physically then I wouldn't be able to be helped. Well how about if due to health reasons I'm unable to physically go into a store. So in my eyes those people like me basically are discriminated against. Not only that but I feel whatever funds I have on my gift card are basically lost. So this was money spent on something that I can't even use. I was willing to mail in my gift card so it can be exchanged. I was told that that can't be done. A system needs to be put into place so people like myself can be helped.Desired Settlement: So I believe and I can provide my gift card number that this card has $100 on it. Therefore, I want a replacement card in the amount of $100.

Business

Response:

Please be advised, we have resolved this complaint directly with the consumer. Our Executive Guest Service team contacted the consumer on 10/14/2013. The consumer will be receiving a replacement card

with a PIN. Please note: $100.00 value was the original balance on the card. The consumer has acknowledged that she had redeemed a portion of the card in December 2012, leaving a remaining balance of $25.73. We have added an additional sum to the balance of the replacement card for a total of $35.00.

Review: On 10/02/13 I placed online order [redacted] on the Toys R Us website. When I discovered I had inadvertently placed duplicate orders, I immediately clicked "cancel order" on the Toys R Us website and received confirmation, "Your Order Is Pending Cancellation". I printed the webpage. Additionally, I emailed Toys R Us via the "Contact Us'" link to request to cancel the order. I chatted with agent "[redacted]". I spoke with customer service agent [redacted] and his supervisor [redacted]; they created case # 1[redacted]70 and assured me the order would be canceled. Toys R Us was not authorized to process a bank debit for order [redacted], as I canceled the order. Well, guess what I found on my front porch today 10/04/13? Yup! Order [redacted]. Incredible! And my bank account was debited for this "canceled" purchase. I am appalled by the horrendous and dismissive customer service I received. It seems the employees told me whatever I wanted to hear just to get me off their phone line. Such blatant disregard for customers! My wife and I have 6 grandchildren, but we will no longer shop with Toys R Us, EVER!Desired Settlement: I am seeking to return ALL of the merchandise that was delivered to me, at NO CHARGE TO ME. Please send prepaid return labels for the following: Order [redacted] Order [redacted] Order [redacted] I WANT ALL OF MY MONEY RETURNED! [redacted] Toys R Us was not authorized to process a bank debit for order [redacted], as I canceled the order.

Business

Response:

Please be advised, our call center records indicate that return shipping labels were sent to the consumer via email on October 5, 2013 for 3 separate orders ([redacted], [redacted], [redacted]). The consumer may drop off the packages at the nearest UPS location and will not be charged for return shipping:

Phone: ###-###-####

Once the items arrive at our return center the consumer will be credited for the items returned.

Review: Do not try to use a gift card on Toys R Us online site. They are having "system" issues, and wind up holding your money indefinitely. I used a gift card yesterday to order some items, and received a message telling me that my order was "suspended." Many phone calls later, and still no satisfaction. They won't cancel the order, they won't refund my money, they won't give anything. They say, "we have millions of people come to our website and they spend thousands of dollars, and they have the same issue." In other words, I should be happy that they've only stolen $50 from me! They won't tell me when the issue will be resolved. One rep said 48 hrs from yesterday. The rep today said 72 hours. They're completely inept, and have no idea how to handle this situation. Some research indicates that orders not fulfilled in 48 hours get cancelled by Toys R Us without notification to the customer. Will that happen? Can't say. I asked for my order to be cancelled. Nope, no go. They can't cancel my order, and they can't fulfill my order. What they are doing can't possibly be legal. It's one thing to do that with credit card purchases. In that instance your bank hasn't released the money so it's no big deal. In the case of gift cards, they control the cash. My $50 gift card now indicates a zero balance. Yet, I have no merchandise, and the merchandise has not been shipped to me. That's theft to me. How many others have been caught up in this system issue? Toys R Us owes us all interest on the money they're holding from us. And, if they were smart they'd give us some good discounts - or something. They won't though - they are too baffled by the entire ordeal. Imagine this scenario: I walk into a Toys R Us store and pay for my products with $50 in cash. The clerk takes my cash, and then tells me that she can't give me the merchandise. Maybe she can in 3 days, but she's not sure. Sorry, we're having a system issue. What would you do then? You'd call the police, and demand your $50.Desired Settlement: I either want to receive my items by tomorrow, or I want a complete refund tomorrow. Toys R Us should not be allowed to hold $50 of my cash (and according to them, thousands and thousands of other customers' money) while they work out their "system" issues. I also expect them to pay me, and all other customers caught up in this debacle, interest on our money. They should ship these items directly to me, at not cost to me, in the most expedient manner possible.

Business

Response:

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

Sincerely,

Review: Toys R Us shipped my order short, refused to accept my e-mail, does not answer phones in a reasonable time-frame, and then tried to charge me for returning the shipment for failure to deliver.Desired Settlement: Toys R Us has now wasted far more of my time than the order's value. I can buy baby-wipes anywhere.

Business

Response:

Please be advised we need to know how many Pampers Sensitive Soft Pack Wipes - 18 Count the consumer is missing to better assist. Thanks, Vanesa V[redacted]

Consumer

Response:

Complaint[redacted]

I am rejecting this response because it does not propose a resolution in any way: No resolution was offered, or method of contacting them to provide the additional information. There were 4 packs missing...

Regards,

Business

Response:

Please be advised we have shipped out the 4 missing Pamper Sensitive Soft Pack Wipes - 18 count to the consumer shipping address on file, via reship order number: [redacted]. We will consider this matter resolved. Thanks, Vanesa Executive Customer Service

Review: I opened Babies r Us registry # [redacted] on August 9 2014. Babies R Us promised 10% back on all registry purchases with no limits. I gave birth on October 28, 2014 and I still have not received my Endless Earnings rewards. The Endless Earnings are supposed to be emailed 10 weeks after my baby’s due/birthdate and it is now 4 months after and I have yet to receive anything from ToysRUs. I started contacting Toysrus regarding the missing earnings on January 13, 2015. I received a ticket number [redacted] on January 17, 2015 and a response on January 18, 2015 starting that I will receive the egift card in 3-5 business days. I have not received anything and have called Toysrus multiple times to have this issue resolved. I have called customer service at least 10 times regarding this issue. They can only communicate with the escalation department by email and cannot provide any numbers so that customers can call the escalation team directly. Two different escalation representatives have called me back personally in January and February offering their apologies and assuring me that I will receive the giftcard in 7-10 days. I have yet to receive anything. I PLEADED with the representatives that I wanted to take advantage of the TRADE IN PROMOTION that was to expire on February 15th and their assured me that I would receive the Endless Earnings in time to use it for the Trade In. I missed the cut of date and I am beyond upset that a company as enormous and Toysrus has such a inept escalation process and cannot resolve this issue after 3 months of me calling their service department.Desired Settlement: I want the Endless Earnings rewards gift card that I was promised when I registered at Babies R Us and I want a 25% discount coupon for the trade in promotion that I missed due to the ongoing issue.

Business

Response:

Please be advised we are recalculating the consumers registry. Thanks, Vanesa V[redacted]Coordinator, Executive Guest Services

Review: I placed two [redacted] carseats on layaway in April 2014 and paid the remaining balance on July 18, 2014. Since then, I received a confirmation email for shipping and received one of the two carseats. However, I never received an email or update on the shipping of the second carseat. I began contacting Toys R Us that next week. After several calls to Toys R Us Customer Service, a representative finally noted that there was an issue with the shipping of my item. The first two customer service representatives ignored my concern and told me to continue waiting. After many calls to get an update on the item, Toys R Us Customer Service could not tell me what happened to the carseat. Furthermore, the customer service represnetatives once again ignored my concerns and told me that they contacted the shipper and I should continue waiting. On July 30, I asked to speak to a supervisor, the supervisor informed me that it would be best to cancel my order and I would get a store credit within 2-3 hours of cancelling my order. Before agreeing to cancel, I specifcally asked the supervisor if I would receive a store credit within a few hours so I could go buy my baby's car seat that day. He assured me that I would receive a store credit within 2-3 hours in the form of an email that I could take with me to a local store. I never received the store credit and when I called back, a different customer service representative stated that it would be within 24 hours. 24 hours came and went. I called back on August 1st to get an update on the response from the shipper and the store credit. This representative stated that it would take 5-7 business days for my refund and all of my money would probably go back on the R Us Credit Card.

At this point, my baby cannot ride in our secondary vehicle. Toys R Us has failed to provide me with a product a paid for two weeks ago. The customer service has not been sensitive to my concerns and has not provided me consistent information.Desired Settlement: I made payments using my debit card online and in the store in addition to using my R US Credit Card. I would like a more expediated refund in the form of a store credit. I would not like the entire amount I paid for the car seat returned to my R US Credit Card.

Business

Response:

There was a stock issue at the warehouse that we were able to successfully resolve. The consumer's item is being shipped today, and she should be getting an email shortly with shipment details. If she no longer wants the item, she can return it to our online return center or bring it into any Toys or Babies "R" Us with her packing slip.

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 moderately satisfactory to me. The company's response only happened after I sent an email to a customer relations representative yesterday. The business had not made a conservative effort to resolve this issue before that. I am still disappointed in my customer service experience and am unsure if I will continue as a Toys R Us customer.

Regards,

So I purchased a tablet bundle that came with head phones and a styles during ciber week after black friday. I noticed on Dec 2nd that it said my items had shipped however about a week and half later I relied that the item didn't actually ship the labe was credited.So I called customer service after about an hour and half wait I finally got a hold of someone they expedited the item to be shipped. Once I finally got the tablet I thought that the head phones and styles was in the tablet so I wrapped it for my son to open for christmas. Well my son opened his gifts come to find out that all the items were not received. I tried calling customer service over a 2 week span sitting on hold 2 to 3 hours at a time never getting a hold of anyone. Finally after the 5th call on the 1st of January I finally got a hold of someone for them to tell me that they couldn't return the item because it was over 15 days since the item was received. This is so unexceptable it is there customer service issues that is why the item was not returned nor did I receive what I paid for. I was advised that they are going to send it to corporate about getting the money back and getting it returned and I was advised this can take up to a week. I want my money back if this does not get resolved I will be getting the attorney generals office involved this is the worst service I have ever received I will never ever ever purchase anything from toysrus ever again and would not recommend them to anyone.

Review: I purchased two Kurio tablets and the "Buyers Protection Plan" online on 11/9/2014. The reviews on the TRUS website seemed favorable, but after further research I decided to purchase iPads instead. On 12/21/2014, I returned the unopened package to TRUS store #6332 and was issued a refund of $230.54. Since the charge to my credit card had been $270.52, I questioned the discrepancy and was told that "shipping is non-refundable". I knew that the shipping charge was not $40, so I asked to speak with a manager and was told that no one was available. The cashier insisted that I go home and contact 1-800-ToysRUs for assistance. I was unhappy but called the number as instructed, and was connected to a customer service agent who clueless as to why I would be calling her in regards to this matter. Eventually she concluded that I should have been refunded an additional $29.99 for the "Buyers Protection Plan" and stated that a credit would be issued to my card; she supplied reference number (This form will not let me submit reference numbers). When my next credit card statement failed to reflect the credit I was promised, I called TRUS online customer service at 1-800-869-7787 on 1/6/2015. The customer service agent looked up my order, stated that I should have been credited $29.99 and promised to fix the issue. She supplied Reference number. Unfortunately, my current statement still does not reflect a credit so I contacted TRUS online again last week. This time, the agent I spoke to stated that I would have to contact the Buyers Protection Plan directly in order to receive a refunded and then disconnected the call! When I called the BPP customer service number, the agent stated that TRUS would have to issue the refund and that I needed to contact "Upper Management ". I hung up and immediately emailed all of this information to the TRUS Corporate "Contact Us" address. On 2/6/2015, I received an email from "Juan 3398" stating that even though I had returned unopened merchandise, the BPP was non-refundable!Desired Settlement: I would like the $29.99 charge for the Buyers Protection Plan, plus any associated interest charges, refunded to my credit card. How can I be required to pay for an extended warranty on devices I returned? Please note that I can supply all the reference numbers mentioned above- I tried to submit them, but got an error message saying "no social security numbers allowed!"

Business

Response:

Please be advised we credited the consumer for $29.99 back to their original form of payment. We will take no further action. Thanks, [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 a 6volt spiderman quad for christmas and recieved a drum set. this was in noveember of 2014. I called them and made them aware of this then they sent me a return ups shipment label to send it back. which I did. I did recieve my spider man quad but was charged twice for this.12/2/2014 & 1/5/2015. I have on several occasions talk to the customer service and get a diff story each time. mind you it was $52.99 I was charged. this is the worse customer service I have ever had ordering something on line. I will never order from toy r us again. it is now January and still have not recieved my credit back.Desired Settlement: I would like $52.99 put back into my checking account.

Business

Response:

Please be advised we have credited the consumer on 1/20/15. Please see the email below that was sent to the consumer. We will take no further action. Thanks,[redacted]Coordinator, Executive Guest Services?Dea[redacted]

Thank you for shopping at Toysrus.com and Babiesrus.com.We have issued credit to your original form of payment for the following item(s) from order # [redacted]Item #: [redacted]Description: Dynacraft Spider-Man 6V Quad One SizeQuantity/Price: 1 @ $49.99Status: Price Adjusted/Credit ReturnedCredit for returned item(s):Subtotal: $49.99Sales Tax: $3.00Total Credit: $52.99Please note...* The reference number for this credit is [redacted] Your credit should appear on the original method of payment used to make the purchase within 5-7 business daysIf you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at [redacted] Thank you again and hurry back soon to see what's new at Toysrus.com and Babiesrus.com!Sincerely,The Guest Service TeamToysrus.com and Babiesrus.com PS: This is a notification-only email, please don't respond to it. For answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at [redacted]