toys r us customer services stinks

stripeyfox

for what its worth, I believe that asking for compensation in the initial letter is a mistake. I think you are correct to ask them about the policy of leaving bags etc (ridiculous as it is) and for the general shabby treatment. What is suitable "compensation" for this incident. To me, asking for compensation lessens the seriousness of the incident and could be interpreted that the person was more interested in gaining from it rather than receiving a suitable explanation for it, a genuine apology and an assurance that such incidents will not occour in the future. Just my opinion, though of course your request should not really affect how the company deal with the actual complaint.

I really try to avoid using these big chain stores anyway for any purchase, service is almost always worse than using a local independent retailer, especially if there is a problem!

Altarf

Darksun wrote:

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.

I could not comment on whether you have come across this or not. However if the stores policy is that you don't come in unless you leave your bag with customer services you have two choices. Do so or shop elsewhere. You cannot insist on entry to the store and ignore their rules.

Altarf

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.

freebie_junkie wrote:

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.

In the second paragraph I was giving an example of how the scene may be described.

freebie_junkie wrote:

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

The reason the store has a prohibition on bags being taken into the store is people use them to shoplift. Possibly they should have been more diplomatic, but what did you expect the staff to tell you?

freebie_junkie wrote:

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

Their store, their rules. You don't like it your only option is to leave.

freebie_junkie wrote:

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

Fair enough.

freebie_junkie wrote:

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

So you say.

freebie_junkie wrote:

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' doesn't mean much to you does it?

'be kind to all moneysavers' does not mean I have to agree with everything you say. Your whole letter seemed to be a moan that Toys R Us have rules that you don't agree with.

freebie_junkie wrote:

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

'be kind to all moneysavers' or is that a one way street.

freebie_junkie

Altarf wrote:

In the second paragraph I was giving an example of how the scene may be described.

The reason the store has a prohibition on bags being taken into the store is people use them to shoplift. Possibly they should have been more diplomatic, but what did you expect the staff to tell you?

Their store, their rules. You don't like it your only option is to leave.

Fair enough.

So you say.

'be kind to all moneysavers' does not mean I have to agree with everything you say. Your whole letter seemed to be a moan that Toys R Us have rules that you don't agree with.

'be kind to all moneysavers' or is that a one way street.

at teh end of the day teh sa's did not have to cause a scene, tehy did not have to acuse me of being a shoplifter, they did not have to point and talk about me as i approached teh store they did not have to case a big scene to unblock teh exit way and one of them didnt have to walk slap bang into me twice. teh bag policy isnt teh issue, its teh staff's lack of curtesy and their insistence on making a big scene and victimisng me for no apparent reason. i was so upset to have everyone at teh tills looking at me, it was as if i had actually taken something, i felt absolutely awful, am i supposed to let that go?!

telling you to read stuff before you comment isnt being mean, its good advice, take it with you and youll avoid getting mixed up in future, e.g. you said taht teh sa's asked me to remove my hood, they didnt, you said i was wearing a hoodie, i wasnt, etc.

Altarf

Whatever. I still think that the basis for your letter is Toys R Us have rules that you don't agree with.

freebie_junkie

no, as i have prevoiuslt stated, teh reason for my complaint is the sa's horrid attitude and the upset and embarrassment it caused me.

hollydays

Freebie junkie-the VAST majority of posters on here have instantly grasped your issues.Let us know how you get on.I myself have seen the signs in my local tr us about bags.I dont know if they are an American owned company,but this is not uncommon in America-This isnt your issue as we all know-keep us posted-dont give up.

freebie_junkie

thank you hollydays, i used to live in america and you are often asked to leave large rucksacks etc. at shop's cs desks, but you get a number card and they are chained on a loop and have a security guard watching them usually. the policy doesnt bother me so much as teh approach. thanks for all kind wishes, glad to know you all dont post just to grump at peeps for no reason! ill keep you all updated!

liz_uk

OP - if you get no response from your letter.. do as I did. Put it in a pink envelope, hand write the address to the MD, spray it with some perfume and mark in `private`. The secretary will then hopefully pass it onto the MD UNOPENED.

This was a tip i recieved from MSE and it got results - quick !

gregg1

Altarf wrote:

Whatever. I still think that the basis for your letter is Toys R Us have rules that you don't agree with.

What rubbish! The whole point of this thread is to highlight the fact that when joe public go into these places, they go in order to spend their hard earned cash, this is turn keeps the people working there in their jobs. Why bite the hand that is (literally) feeding them? Companies like TRU should start waking up to the fact that unless they treat their customers properly, they will loose their custom and money. Its a competitive world out there - people don't have to put up with being treated like this. It never ceases to amaze me why there are people out there like yourself who feel the need to defend these companies when they are treating potential customers as potential shoplifters the minute their foot crosses the threshold! Are you the Chairman/only member of the Toys R Us Appreciation Society perchance?