On December 9th, I placed an order with Toys R Us on-line. By the end of the day, I received an e-mail informing me that my order had been cancelled. I ran out after work and went to a local Toys R Us store to purchase the same items as my daughter had them on her Christmas list. On December 12th, I received another e-mail informing me of an error and that my items would be shipped out. I contacted Customer Service immediately and spoke with a representative by the name of Lisa. I explained the situation and Lisa assured me that the order would be cancelled. On December 13th I received another e-mail informing that my credit card had been charged and that three out of the four items that I had ordered had been shipped. Apparently customer service neglected to cancel ALL four of my items and only cancelled one. I was extremely upset that my credit card had been used after an order had been originally cancelled and believe this to be a great breach of trust.
After many frustrating conversations with Customer Service, I had the items returned and was assured that I would receive a credit reimbursement 5-10days after the item was received. This item was returned on December 14th, 2009.
On January 4th, 2010 I sent an e-mail to customer service advising that I was still awaiting confirmation for my reimbursement. I received a return e-mail asking that I wait 5-10business days as the item had not yet been received. On January 13th, 2010 I contacted Toys r Us customer service again and spoke with Daniel. She informed me that my item was actually received on December 21st. 2009, but had not been reimbursed. This was very upsetting for me. Not only was my credit card charged without my consent, but even after the items had been returned Toys r Us kept my money and neglected to reimburse me. I spoke with Cassandra, Guest Relations Manager, who was not helpful or even sympathetic to how stressful and unjust this situation has been. Cassandra assured me that I would get confirmation of reimbursement today, but I am still waiting. She also offered 10% off my next purchase. I find this offer insulting considering the hassle I have been through over the last month. This offer also does not address the interest that I have had on my credit card, or the countless hours I have spent on the telephone and writing e-mails to Toys r Us costumer service. It also seems very convenient that all offers and mistakes were made to benefit Toys r Us and NEVER the consumer. Offering discounts on a next purchase is unfair seeing as I have to RISK shopping with you again before getting the incentive to do so. I don’t take credit card protection lightly and the fact that this trust was abused without any regard for the impact that it has had on the consumer is simply negligent.
Again, I am absolutely horrified at lack of accountability and mismanagement on the part of Toys r Us. I have two young daughters and have purchased all of their toys, car seats, strollers, cribs, change tables etc. at Toys r Us, along with the Wii system and video games for my husband, but it appears that my business is not important or valued. Toys r Us has breached my trust and disrespected me as a consumer beyond repair and I write this letter simply to inform you that since my business is not valued, then I will take it else where. I will happily shop at Walmart, Sears and the Bay, along with other toy shops like Turtle Pond and Citizen Kid from now on.