Toys R Us

Please be advised we processed an urgent removal request for the consumers email address Thanks, ***Executive Customer Service

On December 9th, I ordered items from their website through my PayPal account and I frequently checked on my order to see if the items had shippedThe order confirmation email said I should receive my items between 12/and 12/but when I checked to see if they had shipped on December 13, 2016, there was no movement and it was getting close to Christmas so I wanted to just cancel the order and reorder the items with 2-day shippingI called the customer service line (I was on hold 30minutes before someone answered) and told the lady that I wanted to cancel the order and she said sureAt the end of the call she said the order had been cancelled and gave me the green light to reorder my itemsThe next day I received one of my items in the mail, I thought they had just sent it early since I chose 2-day shippingTwo days later on December 16, I received the SAME item so I called them to see what was going onAfter being on hold another minutes, the customer service representative told me that the order that I had previously called to cancel was never cancelled because it was too far in the processing process, but nobody ever called and told me thatSo I asked to speak to a supervisor because I didn't want to be double charged for the orderWhen the supervisor got on the phone she told me there was no shipping information or tracking number for the toy I had received and the only thing she could do was put in ANOTHER cancellation requestShe also told me that I HOPEFULLY should not be charged for the item I had received because there was no record of that item even being shippedI was fine with that as long as my card wasn't charged BUT minutes after I got off the phone, I received a shipping confirmation from them with a tracking number and then I looked on my account and they had charged me for them item! So I called them to request a pickup for FedEx to send them back the toyThey said I won't get my money back for to business days AFTER they have received it in their warehouseOh and they still weren't able to tell me if the other items in the order would be able to be cancelled so I could possibly receiving those items in the mail and being chargedThis has been a NIGHTMARE! I will never order from their website again! It takes at least minutes to even get a person on the phone and they don't update you on your order in real time!

Please be advised the consumer contacted us on 9/29/regarding a competitors price for the Graco 4Ever All in-Convertible Car SeatThe competitors price was $and Babies R Us had the car seat for $299.99, a $differenceThe consumer additionally requested we price match the
10% discount being offered on the competitors site that is only available with them for prime members, which Toys R Us can't price matchWe advised the consumer we could price match the item and offer a 15% discount that was being offered at the time for all regular price car seats and boostersThe consumer received a $discount plus the 15% discount off the order which totaled $The $discount was short $of the competitors price matchWhen the consumer contacted us back on 9/30/and we processed a credit back to their original form of payment for $35.31, $more than the competitors priceThe consumer used a gift card and credit card and the credit first goes back to the gift card, as it is our policyAt this time we consider this matter resolved
Thanks,
Vanesa
Executive Customer Service
Dear *** * ***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 # ***Item #: ***Description: Graco 4Ever All-in-Convertible Car Seat - Studio One SizeQuantity/Price: @ $33.00Status: Price Adjusted/Credit ReturnedCredit for returned item(s):Subtotal: $33.00Sales Tax: $2.31Total Credit: $35.31Please note...* The reference number for this credit is *** Your credit should appear on the original method of payment used to make the purchase within 5-business daysIf you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at *** *** 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 itFor answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at http://link.toysrus.com/r/AV6GYK/EKT2SO/8AI060P/M3P11IS/MS13YS/EK/t?a=969027601&...⇄

Please have the consumer confirm if this issue was resolved when the Store Manager contacted them on 10/10/ Thanks, VanesaExecutive Customer Service

So I purchased a tablet bundle that came with head phones and a styles during ciber week after black fridayI 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 shippedOnce 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 christmasWell my son opened his gifts come to find out that all the items were not receivedI tried calling customer service over a week span sitting on hold to hours at a time never getting a hold of anyoneFinally 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 days since the item was receivedThis is so unexceptable it is there customer service issues that is why the item was not returned nor did I receive what I paid forI 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 weekI 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

Please be advised we have passed along the consumers feedback to the appropriate business leaders for reviewWe will consider this matter closedThanks, *** Executive Customer Service

Please be advised we would like to apologize for this experience, and let you know that we take this matter very seriously. At Toys “R” Us, we strive to offer you a level of service that delights you and invites you to return. We are always disappointed when we fall short of that goal!
The web Order #: *** in the amount of $will be fully refunded due to a double charge to the consumer's accountThe credit will be returned to the original from of tender *** *** ending in *** and the consumer will receive an operational email confirming the refundOrder # *** was fully credited on 1/24/in the amount of $to the consumer's *** *** ending in *** along with a email confirmationPlease be assured that we have taken the liberty to forward your feedback to the appropriate teamsWe apologize that we failed to meet your expectations regarding our product and service. Thanks,Customer Service

We apologize for your inconvenience, We will be happy to forward your escalated request to the appropriate party for immediate review Thanks, Executive Customer Service

Please be advised we emailed *** to verify the refund we processed back to the consumers original form of payment on 3/25/16. We ask that the consumer please contact ***We will consider this matter closed Thanks, ***
Executive Customer Service

I am rejecting this response because:This *** has told to many stories she told the family something differentThe family knew sents January that we had two pets and she waived the fees for themWe had verbal converstion with the family the whole time the house was being redoneI hope *** lies catch up with her what we got tired of is the way things where changing daily with her with us going directly thru the owner she knew she was losing her commiion and was not happy because she already had a renter in mind and my husband said no more to the gamesWhen we first filled out the app on line we did as told then she had some one call us back and said she needed two more apps which we then filled out and sent in the money . Also she made it ruff for us from day one it took her over two weeks to get our app process and then *** had someone else call to ask a little question and it was not about petsWhat Matel does not relized I had day tp day conversions with this family and they knew about the pets , and why we where moving to the house so she can take that one off the boardThe real reason is she had the house prerented to another family and she knew if she made it real ruff that we would give up and give the house to whom she promised it to because with in two days after we gave it up she had another family moving it. Francina Evans

Please be advised consumer can find all the details regarding our return policy right here,
color="#0000ff">www.Toysrus.com/ReturnsWithout a receipt or proof of purchase Refund will be processed as a non-receipt refund at the discretion of the Store Manager or a ManagerRefund will be issued in the form of merchandise creditThe customer will receive the lowest price listed in the last days.
Thanks,
Executive Customer Service

Please be advised we have passed along the consumers feedback to the appropriate teams at this time for reviewWe will consider this matter closed Thanks, Vanesa Executive Customer Service

Please be advise if the consumer could provide us with the store location where she visitedWe can forward the consumer's feedback to the appropriate store team

Complaint: ***
I am rejecting this
response because: It is not stated anywhere that offers cannot be combinedWhen we first opened the credit card, one store associate allowed this, and now later a different one isn'tThe policy is not clear to customers, nor to store workers
Regards,
*** ***

Please be advised we have processed a reshipment of the item with express shippingThe consumer will receive email confirmation regarding the reship order and tracking information as wellWe will consider this matte resolved
Thanks,
Vanesa
Executive Customer Service

Please be advised, the consumer as refused her packaged requested the shipment to be returned as of May 24, 8:03amAt this time we will be processing a credit for the total amount of $back to the original form of tender *** *** ending in *** Please allow 3-business days to reflect
into the account Thanks, Executive Customer Service

Please be advised we processed a refund in full back to the consumers original form of payment as of 12/26/Please see the email sent to the consumer belowWe will consider this matter resolved Thanks, *** Executive Customer Service Dear Sandra J Bernard,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 # ***Item #: ***Description: Barbie PCamper One SizeQuantity/Price: @ $79.99Status: Price Adjusted/Credit ReturnedCredit for returned item(s):Subtotal: $79.99Sales Tax: $4.80Total Credit: $84.79Please note...* The reference number for this credit is *** Your credit should appear on the original method of payment used to make the purchase within 5-business daysIf you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at *** *** 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 itFor answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at ***
***

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

Please be advised we were unable to reach the consumer at this timeWe left the consumer a voice mail and provided a contact number if the complaint haven't been solved.Thanks, Executive Customer Service

Please Be advised,Fingerlings are the Hottest toy of the yearOn November 26th, Toys R Us stores nationwide received inventory for the hottest toys of the season, including fingerlingsWe encourage our customer to check their local stores early and often for the chance to purchase the toys they
wantThank You,Gaurav S*Executive Customer Service