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Trish
December 18, 2008
Customer Service
Here we are the week before Christmas and on Monday I found the bike that my daughter wanted on their web-site so I placed the order and selected to pay the extra $35 for 1-2 shipping. The web-site showed the item in stock and then I tracked the order and the site showed that it was in the warehouse delivery. During the process I received emails confirming my order. Then today, the Thursday before Christmas, I went to check my order and found that they CANCELLED my order. I have NOT received an email from them yet even notifying me of the cancellation or why it was cancelled. I called the company this morning and I had to bounce around through automated menus until I found one that would let me talk to someone. She said that they had it in stock when I ordered but then when they went to fill the order it was no longer in stock?????? This is 2008 and they don't have a strong inventory control and order system in place. Very disappointed in the customer service and I received and the lack of customer service I received. I still have not received an email letting me know the order was cancelled so if I would have not signed into their web-site to check the order I would not know. Thank You Toys 'r Us for adding more stress to the Christmas holiday. You have lost a customer.
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October 31, 2008
False Advertising, Misinformed & Surly Customer Service
There was a very large poster in the front window of Toys 'R Us, promising a $10 gift card with $75 purchase. Also on the poster was 'see back cover for details'. As the poster didn't have a 'back cover', I looked in the store and found the Toy flyer, which had no info on the promotion. I then asked a store clerk who said that the offer was indeed in effect. After extremely long waits in line to pay, I purchased a total of $375 worth of merchandise in two separate transactions. The cashier, when asked for the gift card, was confused and could not find details in the flyer. I purchased the items and went to Customer Service. I was told there that I needed a coupon that was delivered in the flyer to my home. I complained that it was false advertising to have the poster in the front window, and that I had received misinformation from the first clerk. The customer service rep said there was nothing she could do. I asked how I could complain, and she was off-hand and dismissive, and said 'call 1-800-toysrus'. I called, talked to one rep, and was told I'd receive a call back. I received a call back the next day, and a rep named Jan listened to my complaint but was also dismissive and reiterated the fact that a coupon delivered to my home was the only way I could receive the $10 gift card. I still stand by the fact that it is false advertising to advertise a certain offer and not have the details available in-store.
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