I usually am okay with Toys R Us in store however, online shopping was a one time only thing for me. There was a great sale for outdoor items and so I decided to jump on the wagon quick and order online. It was free shipping and the item cost was $35, regular $60. I decided to purchase two of the item. I received an e-mail stating;
"Thank you for shopping at Toys"R"Us/Babies"R"Us. We're pleased to tell you that your item(s) have been shipped!
- Your credit card will now be charged for the item(s) shipped and the associated Shipping charges and tax amounts.
- If there are remaining items in your order that were not shipped at this time, you will receive a similar email notification when they ship to advise of the new credit card charges and tracking information."
My credit card was charged for the item quantity 2.
When I received my order six days later, there was only one of the item, with a packing slip stating quantity 2. I called customer service and was on the phone for 30 minutes with a CSR rep where she said she could only refund the amount for the missing item, and I would have to go into the store to re-purchase, as none were available from warehouse to ship. The sale ended the same day...I would have to pay 45% more than originally purchased for, and would have to continue to check store locations for when it was back in stock. This was unacceptable, so I got transferred to a supervisor named Madison. When she came on the phone, all she was aware of, was a missing item. She did not look into anything about the order or a solution before she got on the phone with me (after being on hold for 14 minutes). I then spoke with Madison for another 30minutes where she said the same thing as the CSR rep. All she could do was offer a refund and check which store locations had the item in stock "Unfortunately, it is not 100% that the system is accurate on stock" she said. I asked if she could call the location to confirm and put the item on hold for me to pick up...she refused. I ended up calling the stores myself, found one that had one left...they said I had to purchase and pick up in store same day because the sale ends and they don't do rain-checks. Fortunately, the CSR at the store location took care of holding the item for me for 2 days (Til Saturday when I could get there) for me to purchase at the sale price. I called back to Toys R Us customer service line and asked to initiate the refund to my account. I was told that it was a request he had to fill out and I will be contacted within 3-5 days with whether or not it has been approved. Ridiculous, is all I could think. I told the rep that I needed this item (they were gifts) and that it had to be purchased right away because of the sale, I could not wait to find out whether or not I would get my initial refund for a product I never received but was charged for. I had to argue with the rep for 10 minutes before he finally went to a supervisor and got the refund approved. I wasted almost 2 hours of my time on the phone with CSR and got absolutely nowhere. I had to take the matter into my own hands and rectify the situation. The whole point of CSR is so the customer doesn't have to figure out the solution and argue with people. The customer she leave satisfied and wanting to continue shopping at said business. I am extremely disappointed with the run around I had to deal with and will never shop online with this company again, or even in store. I will be looking to shop elsewhere from now on. read more
