toys r us customer services stinks

FirstClassMale

About ten years ago I am ashamed to say that I worked for tru. As an experienced salesman, I was quickly given the job of "multimedia advisor" no commission just a dreadful wage.

I was told not to stand around but to do pricing and shelf stacking at the same time as I was supposed to be selling computers and playstations. By doing so, I lost a lot of sales.

Shoplifters regularly targetted the store and their job was made all the easier by the security cables (you know the chains that go around small electrical items with an alarm attached) not working. We lost countless gameboys due to that.

At that time the company did not employ security staff but relied on staff to jeapordise their safety by tackling undesirables. When you telephoned the store after closing time the script was "toys r us security, how may I help?"

There were not enough plug sockets in the managers office to power all the closed circuit vcrs (and that was a new, purposely designed building for tru) so I would doubt if there was any evidence held in your case I'm afraid.

I had larengitus (sp) and could hardly get out of bed one day and before the days of email and texts there was no way of contacting my work to say I couldn't make it. I lived alone but my mum had a key and she came upstairs when she saw my car still outside. I communicated by signing that I would like her to call in sick for me which she duly did. The manager asked her why I couldn't call in myself!!!!!

I stayed off for a few days and when I was better I went to find a better job.

I feel for you and, although I do not excuse the staff who treated you so badly, feel for the decent staff their whose lives are made a misery.

Darksun

Altarf wrote:

So you go into Toys R Us, they ask you to take your hood down and leave your bag with customer service, which they are entitled to do and is common at many stores. You argue with them, then decide that you don't want to shop there and leave. And your issue is?

I have never, ever been in a shop where I have seen it policy to leave bags at customer services. I don't usually carry a bag, being that manbags still haven't come into fashion, but there's no way I would leave valuable possetions with customer service staff I don't know or trust.

jockettuk

If they cant tell who was on shift that day at the customer services, that means if something had gone missing from the ops bag whilst at the customer services desk they wouldnt know who to question abt it. I wouldnt leave my bags with a stranger and thats what they are. I can understand there policy but shouldnt the fact that they have security tags on items that would buzz if going through the till unpaid be enough. If there security is so rubbish that they need to keep peoples bags and ive never been asked to leave mine, then they want to look at the security side of things.. I would go back into the store but i would make an appointment to go in or even drive by and if you see the people concerned would go in but you will have to go up to customer services to ask for the manager to come and if its the same people on might not be so pleasent

Ive had a run in with TRU and ive never been back they not getting my money again..

liz_uk

I`d like to share my experience, which I will do briefly.

It was late september and I was paying for some goods and asked to put something by, which my daughters grandparents would be coming to pick up the following morning as that was there `xmas present` for my daughter.

The checkout girl said that was fine and told me to take it to customer services. I did and was told by the manager that they don`t put thing by. I then said `but this is my daughtes xmas present and its on offer (with free xtras) and I don`t want her tmiss out`, she said again.. this time having walked away from me behind the checkouts where customers were standing waiting to be served. `we don`t put things by, its nearly christmas`. I responded `its september`. she said `how many times do I have to tell you, we don`t put things by`. She shouted this infront of everyone. and I was being stared at by all the customers and staff.

I had never felt so humiliated.

I wrote a letter to the area manager, I put it in a pink envelope and marked it private, a tip from MSE ! and sure enough the next day, I got a telephone call with an apology and was compensated with a £10 gift voucher.

The staff at ToysRus are renowned for being hopeless.. what would you expect for minimum wage and being overworked.

I only go there if I have too

freebie_junkie

Bossyboots wrote:

My daughter works in retail and the whereabouts of every member of staff is logged every day. Those on customers services between x time and x time will be on the rota as being on that desk, likewise with the shop floor and tills. Any changes that need to be made are noted alongside so I find it incomprehensible that the store manager does not know which staff were involved.

I agree with hollydays, that despite your feelings, you should go to the store with a friend and seek out the manager and the staff in question. Otherwise, they will simply close your complaint and put it down to you not wanting to help them take it further.

that was my thought exactly, i used to be a mcdonalds manager and we did a floor plan as to where each person was just incase there was an incident like this, e.g. a customer complaint or money went missing from a till etc. its really important to know whioch staff members are where.

freebie_junkie

thanks very much for all of teh advice everyone.

freebie_junkie

Altarf wrote:

So you go into Toys R Us, they ask you to take your hood down and leave your bag with customer service, which they are entitled to do and is common at many stores. You argue with them, then decide that you don't want to shop there and leave. And your issue is?

As for your claim of the assistant bumping into you twice and the suggestions of common assault and reporting it to the police. Words fail me. Apart from being laughed at by the police, the scene could turn into hoodie individual who had an argument with a female shop assistant and left the store in a huff continuing the argument with her outside and her being assaulted. I would want to have several reliable independent witnesses to the 'bumping' before embarking on that path.

1) i was not asked to remove my hood, i did it anyway, it was raining outside thats why i had it up. it was not a 'hoodie' as i state in my letter, it was an outdoors coat. it was raining.

2) i was not asked nicely to leave my bag, it was suggested taht i may shoplift and before i reached tehj store, the three girls were pointing at me and talking about me, i could see thsi because toys r us has a glass front

3) they made a scene and everyone was looking at me, it was as if i had stole something, it was very embarrassing

3) i did not argue, i simly asked how could i be sure that my belongigs would be secure i then decided myself to leave

4) teh exit was blocked and the sa's cased another secne letting me out

5) i did not claim that she walked into me, she did

6) i myself have not mentioned one teh words 'common assault' or 'police', these have been suggested by other helpful mse'rs wh0o apparently dont just post to insult people 'be kind to all moneysavers' doesnt mean much to you does it?

7)perhaps you should read things properly before you comment, eh?

freebie_junkie

liz_uk wrote:

I`d like to share my experience, which I will do briefly.

It was late september and I was paying for some goods and asked to put something by, which my daughters grandparents would be coming to pick up the following morning as that was there `xmas present` for my daughter.

The checkout girl said that was fine and told me to take it to customer services. I did and was told by the manager that they don`t put thing by. I then said `but this is my daughtes xmas present and its on offer (with free xtras) and I don`t want her tmiss out`, she said again.. this time having walked away from me behind the checkouts where customers were standing waiting to be served. `we don`t put things by, its nearly christmas`. I responded `its september`. she said `how many times do I have to tell you, we don`t put things by`. She shouted this infront of everyone. and I was being stared at by all the customers and staff.

I had never felt so humiliated.

I wrote a letter to the area manager, I put it in a pink envelope and marked it private, a tip from MSE ! and sure enough the next day, I got a telephone call with an apology and was compensated with a £10 gift voucher.

The staff at ToysRus are renowned for being hopeless.. what would you expect for minimum wage and being overworked.

I only go there if I have too

im glad they sorted you out, i hope that they'll do the same for me!

being underpid and overworked is no reason to speak to people like that, as a maccie manager i earned £4.75 an hour and used to do 16 hour shifts where in addition to looking after 6 staff i also had to operate a till or booth 3 and answer customer complaints simulaneously, i never once shouted at anyone, not even teh fella who threw a milkshake over me.

Scarlett

My OH and I were followed like we were common shoplifters on three visits to Toys R Us Hayes - not discretely either. The security guard routinely followed us from aisle to aisle... until we split up to cover more ground. Then he followed my OH, who is black and looks young. On the last occasion we got so annoyed that we commented to the check-out staff: Your security guard needs to be told that not all your customers are shoplifters.

freebie_junkie

ddi you get a reply?