PSA: Toys R Us customer service

[mmasc]

If you don't live near a Toys R Us, do NOT order online!!! I ordered one item from them, it was defective. The only way to return a defective item is to CALL them. After a very frustrating phone call that lasted an hour and a half, they've still not resolved the issue. I could go into details, but their customer service was very, very poor. I was actually told that the supervisor was way 'too busy' to help with this situation.

The only other recourse this week is to call again, or do an online chat. No emails allowed. So far I'm 45 minutes into that, with still no resolution. Ugh I do NOT have time for this! I online shop all.the.time and have never dealt with this poor of service. It has been absolutely ridiculous. Oh, and the item is only $35. Ugh

[kewb]

I always wonder how TRU manages to remain in business.a stand alone toys store no longer seems relevant when you can buy toys almost everywhere.

I am sorry you are having a difficult time.

[MSNative]

I stopped shopping there over a decade ago. Horrible customer service. Sorry you are having to deal with that.

[Mimm]

I never shop at TRU. I've heard other stories similar to yours about the rude, apathetic way they treat their customers.

[Catwoman]

I had a similar experience with TRU several years ago, and I rarely shop there any more, particularly online. I find it utterly ridiculous that if you return an online purchase to a retail store, you can only get store credit for it, even if the item is defective.

[Spryte]

Agreeing, they have terrible customer service.  We don't shop there anymore.

[happypamama]

Ugh, I'm sorry you have had such trouble. I just ordered several items from them this weekend, online, because they had better deals on some Lego products, better than Amazon even, which is saying something. I hope everything is okay.

[sbgrace]

I found several things cheaper online there vs. other places. I got all the things I ordered from other places almost two weeks ago. It took them forever to mail, then it appears my package was maybe lost for a bit. It now says delivery tomorrow, but it also said delivery last week so I don't know.

 

I didn't know they had poor customer service! I guess now I can add that I hope the items aren't defective on top of the I hope I see them before Christmas concerns.

 

This may be an expensive learning experience. I won't order from them again.

Edited December 14, 2015 by sbgrace

[purplejackmama]

I would like to take this another step. If you DO live near a TRU don't shop there. Ever.

[mamiof5]

I had a small issue the other day. Called them twice. First time I was on hold for 5 mins, second one for 30, both times got disconnected without even speaking to a rep. Third time I tried the chat. He gave me a $10 credit, which in my case was fine. I'd try chat and see if they can help? Be honest with the person, tell them right away that you are very frustrated (since you have been in the phone forever and issue hasn't been resolved?), let them know you know it's not their fault (that rep's fault directly). Sternly but politely let him/her know that you expect resolution NOW. Your time is worth a lot, and you shouldn't be having to be dealing with it...specially since it's a defective item!

ETA: good luck!!!

Edited December 14, 2015 by mamiof5

[AnniePoo]

Contest with credit card company?

[SparklyUnicorn]

Contest with credit card company?

 

That's what I was going to suggest.

[EmseB]

If possible, tweet to their account.

[Twigs]

And add your experience to their facebook page.

[melmichigan]

Anymore I do the chat with most companies because then I have a record of the conversation if I need to escalate it.  I hope you can get it resolved that way, but I will certainly reconsider my future online purchases if you can't.

[mamiof5]

Anymore I do the chat with most companies because then I have a record of the conversation if I need to escalate it. I hope you can get it resolved that way, but I will certainly reconsider my future online purchases if you can't.

Not only I let them know I will reconsider my future purchases, but I always tell them I don't have a problem spreading the word about lousy customer service. It's not a threat, I do let others know when a store is not very customer friendly.

[mmasc]

I'm sorry you all have had bad experiences too, but I admit that it makes me feel better knowing that I'm not being singled out!  The closest TRU is a 1-hr drive, one-way.  After my 1 1/2 hour 'chat' with the customer service rep AND his supervisor (which took a long time to get transferred to, even though I stated I wanted to speak to his supervisor), I decided this needed to be dealt with in person.  I dropped school, loaded up the kids and defective item, and drove straight to the B&M store.  I DID get my refund.  Unfortunately, it was after 3 hours on the phone, 2 hours in the car, and wasted gasoline.  :mad:

 

Thanks for commiserating with me!  

 

sbcgrace...I hope it works out for you.  If it does, consider yourself lucky, and don't take a chance again. :)

[ScoutTN]

I cannot stand TRU. We have a really nice, locally owned toy store that is so cool. I rarely shop for new toys, but would much rather support a mom and pop store which also has really nice things instead of TRU.

[TX Native]

I know someone who ordered their daughter's BIG Christmas gift via TRU. They shipped it by placing the shipping label directly on the box of the item with no packaging, no brown paper, or cardboard box covering. So her daughter saw the box with the toy on the porch and now the Christmas surprise is no surprise. Glad Amazon shipped my son's big lego set in a cardboard box.

[mmasc]

I know someone who ordered their daughter's BIG Christmas gift via TRU. They shipped it by placing the shipping label directly on the box of the item with no packaging, no brown paper, or cardboard box covering. So her daughter saw the box with the toy on the porch and now the Christmas surprise is no surprise. Glad Amazon shipped my son's big lego set in a cardboard box.

Oh no...that's awful. :( It doesn't surprise me at all though. My item arrived, defective of course, in a HUGE u-haul box. ??? It was at least 3-4 times the size of my item inside, and you could see through the holes on the side. No padding either.

[Just Kate]

I know someone who ordered their daughter's BIG Christmas gift via TRU. They shipped it by placing the shipping label directly on the box of the item with no packaging, no brown paper, or cardboard box covering. So her daughter saw the box with the toy on the porch and now the Christmas surprise is no surprise. Glad Amazon shipped my son's big lego set in a cardboard box.

Walmart did that to me last year. It was the Barbie Dreamhouse and it was just sitting there on our front porch. Luckily, I was able to get it into the house without dd seeing it, but it was very close and that was her one Santa gift. I was pretty ticked about it!

[Mimm]

Wow, these people aren't even thinking. Why would you ship something undisguised, any time of the year? But especially at Christmas.

[Forget-Me-Not]

Contest with credit card company?

 

 

That's what I was going to suggest.

Me too.  Let them deal with a chargeback now ;)