toysrus - very poor customer service

Sssssss · 8 August 2007 at 6:53PM

Hi all,
I'm sorry to start my first post here as a complaint, but having dealt with toysrus customer service today I am left so disappointed and amazed by their total disregard for their customers, I had to post. To make matters worse it was the customer service manager at headoffice that I dealt with, she was already annoyed at the fact she had to call me and then the very first thing she did was reprimand me!

They will not accept that a toy I bought in their London store 'megabloks tiny n tuff fast tracks' is not the same one as they advertise on their website. The item they sold me does not have sound and is inferior to the one advertised.

As far as the manager is concerned it says no where on thier site that the toy does have sound, well this is true, however the same toy on megabloks site does say it has sound. But what is more important even if it's not written it has sound the picture shows that it does. How? well have a look and you'll see that near the top of the lid there are 4 sound waves shown, according to the manager these are propellers of a helicopter LOL.

click on the link and post here what you think (note you will have to click on image gallery to see a larger clearerhttp://www.toysrus.co.uk/Product.asp...283?ref=Search picture)

Butlers1982 · 8 August 2007 at 7:09PM

inferior to the one advertised

It isnt inferior quality, they have the wrong item.

But have you refered them to the official website?

http://www.megabloks.com/en/products/description.php?product_id=298&brand_id=15&cat=1

Contact them in writing :
UNITED KINGDOM
Toys R Us, LTD.
Geoffrey House
Vanwall Business Park
Vanwall Road
Maidenhead, Berkshire SL6 4UB
(44) 1-628-414141

maninthestreet · 8 August 2007 at 11:32PM

Exactly what sounds were you expecting from this toy?

RadoJo · 9 August 2007 at 11:50AM

To be honest, these look like two different products - the images are different, the descriptions are different, and the age suitability is different. The Toys R Us site does not mention any of the things you think are 'missing' and just because a similar product on a site in a different country does have these features, I don't really see what bearing that has on the situation.

Also, as you mention you bought it in the store, did you not think it was odd that there was no mention of the sound etc? You claim that it is not the same as the one on the Toys R Us website, yet the 'missing' features are not mentioned on the website either.

I really think this is an honest mistake, but not on the part of Toys R Us - as far as I can work out, they advertised a product and its features, you bought the product having seen both their internet ad and the item itself, and now you are angry that it is not the same as a different product.

Forgive me if I have misinterpreted the situation, but I really can't see how Toys R Us are to blame for that.

Butlers1982 · 9 August 2007 at 12:12PM

RadoJo

I agree with you to some extent i had to change my post from my original one. But you can see the "helicopter" thing on the picture which to me doesn indicate sound.

With regards to the other site, the more i study it the more it does look like a different item.

I think the OP is venting at the way they have been treated.

Sssssss · 9 August 2007 at 1:50PM

seems to be some confusion here, sorry but I'll try and explain

the item on toysrus website is this

http://www.toysrus.co.uk/Product.aspx/TruOrFindUsing/TruAZOfBrands/TruToysConstructionMegaBloks/378283?ref=Search

this is the same toy that you see on the megabloks site

http://www.megabloks.com/en/products/description.php?cat=1&product_id=298

product number 852 and it does have sound

the item the UK shop sold me is the one they have on the toys US website

http://www.toysrus.com/product/index.jsp?productId=2557459&cp=&sr=1&f=Taxonomy%2FTRUS%2F2254197&origkw=fast+tracks&kw=fast+tracks&parentPage=search

product number 8045, which does not have sound or the lid that you can build on

I spoke to megabloks and they told me that 8045 was specially made for toysrus without these two features to keep the price down.

my issue is simple, I looked on the UK toys website, saw the item I wanted, printed off the web page, went to toysrus in London when on holiday, asked a memeber of staff for the item, which they gave to me. My bad I did not check the item at the time, but I was on my way to catch a ferry and alrerady late due to traffic. It was not till I got home that I saw the difference.

So the story is toysrus are showing the toy with sound on the website but supplying the cheaper version, but at the higher price. I paid 20GBP, as you will see from the US website it's only $20, about 10GBP

My other issue is the way I was treated by the customer service manager, I have written to them by email but they have not replied.

I would just like them to supply me with the advertised toy or refund back the differnce in price 10GBP

thanks

Butlers1982 · 9 August 2007 at 1:56PM

Emails arent as effective as writing, put pen to paper and use snail mail!

Sssssss · 9 August 2007 at 2:13PM

Butlers1982 wrote: »

Emails arent as effective as writing, put pen to paper and use snail mail!

ok will send of a letter to the MD, David Rurka

also let me try and explain why I'm so upset, this all happened yesterday but even today I feel bad. You just don't expect someone from a big company with the position of service manager to speak to you like that, or is this the norm now in the UK?

as I said the manager was already upset that she had to call me, could tell by her tone and voice, the first thing she did after introducing herself was reprimand me

'Mr xxxx did you NOT think to check the item before you left the country'! well no, I was already late and also it was a member of staff who gave me the item from the webpage printout I gave her

'there is NOTHING we can do to help you'

'We've sold thousands of these toys, so why are you the only one complaining'

'I'm not here to entertain you Mr xxxx'

this is not about money, it's about a disappointed dad who was unable to give his son the present he wanted to. I'm sure the founder of toyrus setup the company because he loved children and appreciated his customers, the business today has lost sight of this, otherwise they would never have placed such a person in the position of service manager, I'm sadden by the wholoe affair.

Butlers1982 · 9 August 2007 at 2:27PM

also let me try and explain why I'm so upset

You dont need to explain to me, i understand exactly what the issue is.
Ler us know how you get on though.

Good Luck

Keeping_Positive · 9 August 2007 at 3:46PM

Agree, they should not have spoken to you in that way whether it was your fault or not (not saying it is you fault). Its upsetting to get the wrong product for your child let alone be reprimanded like a child.

Write and let us know the feedback. I will be more wary of toys r us if not favourable.

uktim29 · 9 August 2007 at 5:05PM

Can't you take it back to the store for a refund, or any sture?

From what I've read, it seems the toy on their site doesn't mention having sound, so they are correct there. And that this other link isn't the same one as they've told you they do a different version for toys r us (so toys r us aren't at fault there). The .com link doesn't work.

toysrus - very poor customer service

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