Toys R Us

Review: I purchased a [redacted] Free Runner Stroller model number [redacted], order number [redacted]. This is a jogging stroller and is defective because its alignment cannot be set properly - it pulls to the left. I have followed all manufacturers use and care instructions and yet the problem persists. I have read reviews and found that other purchasers have the same problem and that, as with me, the problem did not manifest until after its initial use. For this reason, the problem is clearly the result of a latent defect. I put my 16 month old daughter in the stroller and am concerned that using in its defective condition is unsafe.Desired Settlement: I would like a refund or replacement.

Business

Response:

Please be advised, the item in question ([redacted] Free Runner Stroller model number [redacted] was purchased on March 31, 2011; our return policy allows for returns to be made within 90 days of purchase or within a year if the item was purchased off of a baby registry . Since the purchase date is beyond that time frame we are not able to refund or exchange the item at this time. Thank you for letting us know about your concerns regarding the safe operation of this stroller.

We have notified our Global Safety Team about this issue. If you feel that this item is unsafe you should discontinue use immediately.

Please contact the manufacturer about your concerns. In the event that the manufacturer offers you a “Manufacturer Authorized Return” letter please retain a copy for your records and forward the original to me at the address listed below. Upon receipt I will issue a credit to the original form of tender used on order # [redacted]

Sincerely,

Ref# [redacted]

Toys ‘R’ Us

Consumer

Response:

Review: [redacted]

I am rejecting this response because:warranty limitations are inapplicable when the defect is latent as is the case with this product. Was Toys' R Us aware of the defect while selling this product? If so, is Toys R Us not concerned for the safety of its customers?

Regards,

Business

Response:

Please be advised, as a one-time accommodation absent a Manufactures Authorized Return Letter we will refund the consumer in full on order # [redacted] back to the original form of tender. Going forward the consumer is urged to initiate all requests for refunds, exchanges or returns directly with Toys ‘R’ Us by either visiting a local store or by calling [redacted]

Executive Guest Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

I appreciate the business' attentiveness to this matter and ask that they notify me when the refund is made.

Regards,

Review: There was an unauthorized internet order placed with this company on my credit card. I contacted them when I noticed the charges and told them I did not place this order and if they could stop it from going through. I was given a case # by a lady of the name of [redacted] on 9-16-2013 and was told to take that # to my local Police Dept and have a police report made and fax it to their (GSI ) dept at [redacted]. I did this and was told it would be reviewed for a refund. I was told it normally takes 4 days to review. I recieved no call so I called them back. The lady named [redacted] I talked to on 9-26-2013 told me I was informed wrong. She siad she would process the refund but someone else had to ok it and to call back the next day or two. When I called back on 10-3-2013 and talked to [redacted] he told me the refund was not to come from thier company and that I had to go through my credit card company. Well as of now Toys r Us is not helping me and [redacted] is not helping me either. I have no where else to turn to get my money back. I feel if they would of stopped the order when I asked I would still have my money in my account.Desired Settlement: A full refund and a written apology.

Business

Response:

We are taking no further action on this complaint. On 09/16/2013 the consumer was advised of the industry standard operating procedure involving online order fraud. Advised to file a police report and contact her financial institution. This issue is currently under investigation by the consumers local law enforcement authorities and must be resolved through the same governing body.

Review: I purchased some items on the toysrus.com/babiesrus.com website. I recently moved and forgot to change the address. I sent them an email right after (within 15 minutes) my purchase to change the shipping address. They said that they could not change the address. I asked what shipping method they used (via [redacted] or [redacted] or [redacted]) and they could not provide that information. Since it was late I waited until the next day to contact them to ask to cancel the order. When I called they said that I could not cancel my order. I later found out that you have to cancel the order within one hour of purchase (if this is the case why didn't they mention that as being an option when I contacted them about changing the address. I would have repurchased my items with the correct shipping address). As of now half of my orders have been processed and in order to have the shipping address changed with [redacted] (which is the method they used to ship my partial order). I was told that I was going to have to contact [redacted] to change the address. I contacted them and they said that the sender needed to call in and change the address because there are fees associated. I called toysrus.com back and they said that they couldn't do that. So I asked for a supervisor. The supervisor said that they could call [redacted] it but that I would be charged a fee to have the address changed. I told her that I was not going to pay the fee because I contacted them immediately and was not given the option to cancel the order. The supervisor said that she would take care of the fee this one time. I asked her to put me on hold while she contacted [redacted] and she told me that she would not do that. She said that she would call me back and I have yet to hear back from her. In the meantime the half of the order that hasn't been shipped they won't cancel. I was told I had to contact [redacted] and put a stop payment in place. This is such a hassle and terrible way to run a businessDesired Settlement: They need to allow cancellations. They also need to allow changes to the shipping address. I would also like a refund and I do not want the items purchased. Also, their employees need retraining. I spoke to 5 different people and everyone one of them told me that what I was told was incorrect.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. As of July 19 we have issued a refund back to the original form of tender used on order # [redacted] in the amount of $32.67.

Sincerely,

Cathie D’Eramo

Executive Guest Services

Ref # [redacted]

Review: My wife and I placed an order online for 6 packs of baby formula. Unfortunately, all 6 packs arrived already months expired. This was certainly a problem which we were fortunately able to notice. We called customer service and were told we could return them through the mail and receive 6 new packs. That was a little surprising that they wanted the expired formula back but we obliged. We received notice that our shipment was received by Toys R Us, but it appears whoever marked it only put down "1" as received and we kept receiving notices that we had outstanding items to be returned. We've been inconvenienced by having to make numerous phone calls to the Toys R Us call center only to be assured we would not be charged the $195.80 we were being told we owe. Sure enough, our credit card was charged today. After another phone call tonight, we were told this issue would be sent to billing, but it would be another 5-7 business days before there would be any resolution. I refuse to pay the $195.80 for absolutely nothing. We already paid for the initial 6 formulas. All I want is this charge dropped from my account so this whole ordeal can be done. The error with the expired formula was on the part of Toys R Us which was actually reckless and potentially dangerous in the first place. The resolution process has been a nightmare and the burden has all been on us.Desired Settlement: Reverse the $195.80 charge as soon as possible. Orders [redacted] and [redacted]. Original cust service ref [redacted]

Business

Response:

Please be advised we have processed a credit in full for $195.75 on 10/26/2015 back to the original form of payment. Please see email below sent to consumer. We will consider this matter closed. Dear [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: Gerber Good Start Gentle for

Supplementing Powder Infant Formula- 22.2 Ounce - 2 Count Value Pack One

SizeQuantity/Price: 5 @ $39.15Status: Price Adjusted/Credit

ReturnedCredit for returned item(s):Subtotal: $195.75Total

Credit: $195.75Please 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]Thanks, [redacted]Executive Customer Service

Consumer

Response:

Review: [redacted]

I am rejecting this response because:This is the seventh business day since the credit was supposed to have been issued and there has still been no refund posted or pending to my original form of payment (AMEX). This is supposed to have been the maximum length of time to wait to see this credit post to my account. I had had credits issued previously and have never waited this long for a refund to actually post (usually 2 or 3 business days).

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The ORIGINAL purchase was on a gift card. This baby formula arrived expired by months, necessitating an exchange for unexpired formula. We received the unexpired formula which I would consider a completion of that transaction. However, Toys R Us again erred when processing the return. This resulted in a $195.80 charge to my AMEX credit card. It is this charge that should be reversed as we never intended have that card used for this purchase at all. I'm not looking to have to buy or reload a Toys R Us gift card. You can contact my husband Fred or I at [redacted]

Regards,

Business

Response:

Please be advised we have sent this over to the consumers District Manager in order to perform a swap of the funds from the gift card to the credit card. We provided all the necessary information to the District Manager and someone will be in contact shortly. Thanks, [redacted]Executive Customer service

Review: I completed a layaway purchase of 200.00 online with Toys R Us. I have received no communication my product is shipped. When contacting support whom are remote REF [redacted] I am told my order shipped posted on 12/5/2014 but they have no tracking number information for me to use nor the carrier in which they shipped. This is a Christmas present and I am completely disgusted that a supervisor cannot assist me nor can anyone offer me any information on my order.Desired Settlement: I expect my order to be delivered before Christmas I expect a tracking number to let me know where my order is at as per the representative it is posted as shipped. This is a lot of money and a huge deal to me.

Business

Response:

Please be advised the item was delivered by [redacted] on 12/15/2014 tracking # [redacted] We will take no further action.Thanks[redacted]Coordinator, 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 placed an order through the website on 4/3/2014. The item was delivered on 4/11/2014 and it was the wrong item. I had to call to get babies r us to pick it up and send the correct item, for which they promised they would refund the $124.99 that I had to pay for freight shipping. It is now 4/23/2014 and I have called about 6 times at this point, I have no new item, no refund, they still have no picked up the old item, and they are threatening to charge me for the item that is still sitting outside.Desired Settlement: I would like my credit card refunded for the full amount of $371.68 as soon as possible.

Business

Response:

The complaint has been resolved directly with the consumer. The guest has advised the correct item has been delivered to the home. A refund in the amount of $185.49 has been credited to the guest for shipping charges and a discount off the item. The consumer is also being sent a $50 Egift card for the inconvenience this error has caused.

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: My problem is the the result of a birthday gift purchased on line. shipped to my grandson on 11/20/2013. item # [redacted] . The gift was opened by my grandson on the morning of 12/12/2013. The item received was a Nerf Dart game listed at $19.99. I was billed $64.994, plus gift wrap and tax for a total of $74.33. I contacted Toys R Us, Customer Service and was provided with a store location that accommodated me with the exchange. My daughter wasn't able to make the exchange in time for his birthday. I was offered a compensation of $20.00 off my next online order, which I accepted reluctantly, due to the fact that I had $200.00 pending delivery from Toys R Us. Within a couple of days Toys R Us marked the item down to $49.99. I called numerous times in an attempt to request the price adjustment, I was denied the adjustment based on the fact that the order was placed on line. In trying to resolve this matter I was placed and left on hold several times, told at one point that the computers were down, I had to threaten to reverse the charges on my credit card in order to have this matter resolved. I finally say the credit on 12/23/2013.

I overlooked the previous incident and made yet another purchase , Item # [redacted] # on 12/20/2013 and received acknowledgement at 9:08 am, notice of cancellation at 11:59 am, due to unavailability. I appllied the compensation code awarded to me on 12/12/2013. Since the order cancelled , the code cancelled as well. The item was $159.99 - $20.00 + tax making my total $147.79. I changed my store location and was able to secure the item; however, the old code didn't work, I spoke to Customer Service on three occasions,and was given three codes of which none worked. I didn't want to take a chance of not getting it , so I asked if I could make the purchase and request an adjustment to my account. I was assured that it wouldn't be a problem. I have made numerous calls to have been told repeatably that they can't help me.Desired Settlement: I would like to be treated fairly, My grandson was disappointed on his birthday due to an error made by Toys R Us. He didn't want to appear ungrateful; therefore, he was reluctant to tell me that he didn't receive the gift that I promised him. Had I not been able to persuade my grandson to confide in me, I would have been out $50.00. I am a loyal customer and would like to be treated accordingly. I am somewhat annoyed that I was forced to make a purchase in order to receive the $20,00 off in the first place. I decided to take advantage of the offer, only to be told that "We've changed our mind" Toys R Us should compensate my grandson.........

Business

Response:

The guest will be sent a $25 physical gift card ([redacted]) for her grandson and the inconvenience. The guest was not appeased appropriately and we sincerely apologize for the lack of 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: They advertise a crib online for $20 that was originally approximately $200. When trying to purchase it shows availability but will not allow the purchase to complete. When calling Customer service they said the price advertised was a mistake and they would not honor it. After speaking with a representative further I was told that the only thing they will honor is 20% off of the original price. When speaking with the store manager he states the product does not exist and was not meant to be advertised. After calling Customer Service back they state the advertised price was only while supplies last and continue to show availability on the site. Obviously conflicting answers and explanations. I printed the original page of the product I was trying to order showing obvious availability.Desired Settlement: I simply want them to honor the advertised price.

Business

Response:

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

We value your feedback and would like to thank you for taking the time to let us know of your situation. As promised by our agents, we will stand behind the offer of 20% off your next order along with free shipping. Please reference your case number [redacted]-0[redacted] when you call in to use your discount accordingly.

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: Placed order on website. After submitting order, received prompt that item was no longer available. Toys r us charged my card anyway. I called and rep said there was nothing she could do. Contacted my bank to also report fraud.Desired Settlement: Refund of $13.45. I also need my $10 gift card replaced, as this was also involved in the purchase price.

Business

Response:

Contacted guest to address and assist with any billing issues or concerns. The guest advised the holds on his credit card have been lifted and gift card has been revalued. [redacted] no longer needed any assistance from Toys “r” Us.

Review: I am waiting for a refund for a check I sent in for a purchase I did not receive because Toys R Us had the wrong address. But the $282.00 was ruining my credit on the credit report and stopped me from refinancing.

This is the second complaint I have filed and would like the money back asap. Thank you. This was from a toys r us employee filling out the application and putting the wrong address in. Never received merchandise, bills, etc,

Business

Response:

We would be more than happy to assist you but unfortunately, we do not have enough information at this time. 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

Review: Regarding Babies R Usorder number [redacted] I am so disappointed with the level of service I have received from Toys R Us/Babies R Us Customer Service. I have been ignored and no one has gotten in touch with me, as I had been promised previously by a few different Babies R Us representatives. I am certain that ALL ITEMS from this order were considered undeliverable for whatever reason and returned to sender (Babies R Us). I have not received ANY of the gifts I purchased, and had to go to a brick and order store to buy gifts. Please process this entire order as a return, and refund me IMMEDIATELY for $439.62. Please confirm. Thank you.[redacted]Desired Settlement: Refund to my American Express card for $439.62. Thank you.

Business

Response:

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

My hope is that I can help restore your faith in Toys ‘R’ Us and you give us an opportunity to re-establish your confidence as a customer in the future.

Review: Purchasing a $189.99 stroller, the shipping charges are nearly $125 to my house with no option of in-stor pick up. Another color ships to store free. I was attempting to purchase a stroller advertised on Babies-r-us website for $189.99 in the tangerine color. Another color, tidalwave, ships to the store for free. In the cart, the shipping charges are nearly 125 for the tangerine with no option to ship-to store. Also, since this item is not available in store, the Babies-r-us "price match guarantee" <http: index.jsp?categoryId="11949070" />does not apply. The same stroller is available at Amazon.com for $169.99 with free shipping. I was choosing to use babies-r-us due to the fact that I had gift-cards from returning stroller that was a gift to my wife and I; it was also part of our babies-r-us gift registry.Desired Settlement: Refund of the balance on three gift cards. Change of policy and applicable items. If the items are not available in-store, make accommodations for purchasing the items online consistent for all colors of each item. Also, make the price match "guarantee" available for all items when not available for in-store pick up.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. Our website has been updated to show the correct shipping price for the item in question. The consumer received a refund for the merchandise return gift card at our store in Johnstown, OH. I will also be sending the consumer a $50.00 gift card ([redacted]) along with our sincerest apologies for the service he received from our call center.

Sincerely,

Review: TRU was advertising a sale on an item that was supposed to be good through 9/21/13. On 9/19/13 TRU started a friends and family promotion in which there was a coupon where you would receive 20% off your qualified purchase including regular, sale and clearance prices. The day the coupon started, all the prices went to full price and TRU would no longer honor the previous sale that was supposed to be in effect until 9/21/13.Desired Settlement: I want to be able to obtain my merchandise based on the sale of BOGO 40% off AND be allowed to use the 20% off coupon(to which my items qualified) as its advertised and as it was implied based on the sales circular and coupon that I should have been able to do. It's not like we are talking about alot of money here...~ $30 difference. It's just that TRU is being dishonest and doing things that I feel are illegal and I don't think that is right.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. [redacted], a member of our Executive Guest Service team has been in contact with the consumer. The consumer has accepted a $25.00 gift card # [redacted]

Sincerely,

Executive Guest Services

Ref #[redacted]

Review: I opened a Baby registry with Baby R Us in March 2013 only to be disappointed on how Baby R Us keeps track of purchases. On June 16 someone purchased the Baby Cache Essentials Curved Lifetime Crib - Expresso (Item# [redacted]) from my registry, but I don't know who purchased it. I waited a month (even after my baby shower) and I still havent received the item. Although, it clearly states that it was purchased I never received the Crib. Therefore I called Baby R Us to investigate and tell the purchaser that I have not received it. I was told by the supervisor[redacted] (ID#[redacted]), that they could not do this since they can't see any information other then where and when it was purchased. Of course, that's not an answer and I asked to speak to someone higher that CAN get me the information I need on letting the purchaser know I have yet to receive the item. They stated I would have to wait till the purchaser themselves contact the department. I am giving birth in 2 more weeks and still no crib. [redacted] then proceeded to give me a Case Number (#[redacted]) and told me someone from Corporate will contact me. Five days later, I received a call from [redacted] (Corporate office) who told me they closed the case because there's no other information to provide and dismissed my claim to resend crib as they didnt have any reference number, confirmation number, or tracking number on this item on my registry because there system does not keep this information. This is what I consider IMPROPER SELLING PRACTICES. All information regarding purchase of an item on a registry should be attached to the registry. I feel they practice this negligence in information to discourage registrants from checking their registry. Unsatisfied with [redacted] response, I asked to speak to someone higher. I was put on hold and given to [redacted] Yes, the same [redacted] I spoke to in the beginning. I asked him to create another case number and have someone contact me again that can give me more information. He stated that I should keep my original case number instead of creating another case number so it would be easier for them to track. I said, If you can track my case, then you can track the purchaser. So he created a new case number: #[redacted] Still waiting for a call but it seems this is common practice with Baby R Us. Incompetency should not be an excuse of why I cant receive my rightful item.Desired Settlement: To recieve my item, Baby Cache Essentials Curved Lifetime Crib - Expresso ([redacted]).

Business

Response:

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

Executive Guest Services

Review: I did an online layaway with Toys R Us. The order was placed and paid for on time. When the order arrived it was missing 2 items (Banana Blooper and Shark Exhibit). I received an email stating the Banana Blooper was shipped on Dec 12 [redacted]; it is not Dec 17. Of course, that tracking number does not work and no one can find the correct tracking number. When I spoke with customer service, she told me she couldn't find the correct tracking number and the Shark Exhibit was not shipped at all and it is in stock, when I asked her why wasn't it shipped, she said she didn't know why it was shipped. Customer service then tells me the Banana Blooper is not in stock and she does not know when the Shark Exhibit will be shipped. This order should have been shipped with everything in the box since the one order was placed listing everything. Also, I had to place a $49.00 or more order to get the free shipping. Layaway number - [redacted], order number - [redacted].Desired Settlement: I want the Shark Exhibit and the Banana Blooper shipped NDA at no cost to me since this it totally their fault and I want it before Christmas.

Business

Response:

Please be advised the consumer was shipped the Shark exhibit and shows as delivered on 12/22. The banana blooper item will be credited back to the consumers original form of payment. We will take no further action. Thanks, [redacted]Coordinator, Executive Guest Services[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have not received credit to my credit / debit card as of January 6, 2015.

Regards,

Business

Response:

Please be advised our records indicate the consumer was credited back to their original form of payment on 12/23/2014. We will take no further action. Dear [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: Fisher-Price Thomas & Friends Take-N-Play Smelly Scruff Die-Cast Engine One SizeQuantity/Price: 1 @ $5.99Status: Price Adjusted/Credit ReturnedItem #: [redacted]Description: Fisher-Price Thomas & Friends Take-n-Play Whiff's Banana Blooper One SizeQuantity/Price: 1 @ $11.99Status: Price Adjusted/Credit ReturnedCredit for returned item(s):Subtotal: $17.98Sales Tax: $1.44Total Credit: $19.42Please 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]

[redacted]Thanks, [redacted]Coordinator, Executive Guest Services

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Toys R Us did not credit my original form of payment; they emailed me a Toys R Us gift card. I have not used it and do not plan to use it. I did not pay for the order with a gift card, I used my debit card. They need to cancel the gift card and credit my bank debit card.

Regards,

Review: I purchase 2 cribs (because we are having twins) on August 30th 2012 at the [redacted] Babies R Us location. Only 1 crib has shipped. My wife is due soon and I am worried the other crib will not ship. Apparently this crib is not made anymore. I have spoken with the store manager and corporate and they are unwilling to directly ship the crib from another store located in **. This is the only location that has the crib. The warehouse does not expect any new orders. I am worried by the time our babies arrive, we will will not have the crib.

Corporate wasn't even able to look up my order.Desired Settlement: Ship the missing crib via a private service such as [redacted] from the [redacted] store to the [redacted] store. The manager also made mention of reducing the price of the crib due to our troubles.

Business

Response:

Please be advised we have sent this over to the District Manager for the [redacted] store (9248) to handle the complaint. They should be in contact with the consumer to resolve the crib situation. Thanks, [redacted]Coordinator, Executive Guest Services[redacted]

Consumer

Response:

The crib was delivered today.The store manager contacted me last weekend.Thanks for the help.

Review: Babies r us had a sale on baby products where cribs were over 80% off. I went to the store to see what I could find. When I arrived, the top 3 cribs I wanted that I saw online and showed in stock, showed up out of stock on their internet list and was still appearing available on the website while I was still looking through the cribs. After finally finding a crib with the help of an employee who was looking through the stores internet inventory list we placed our order and received my email for my purchase. I then later received another email saying my order was cancelled because this item was not in stock, but the item was still showing available on their website for 2 more hours after I had received my email. When I was talking to the employee at the corporate office it said the product was not available as well as with other items that I had tried to order. That one employee told me that many of these items were never in stock to begin with.Desired Settlement: I would like for them to honor the price they advertised on the item the sold me.We would like the crib we paid for or a similar looking crib

Business

Response:

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

We would like to offer the consumer 10% off their next on line order along with free shipping. Please reference your case number [redacted] when you call in to use your discount accordingly.

Executive Guest Services

Ref# [redacted]