toys r us customer services stinks

freebie_junkie

will do. i havent gotten a reply yet but i will update when i do. unfortunately leavign stuff in a car isnt an option for me as i dont have a car and never will

hjb123

HI,

Have you heard anything back yet? They should reply unless they are hoping you will forget about it!

carrie483

Freebie, Have you heard anything back about this hun??

Claire_DC

I am not surprised about this, my sister had a big problem with this toys r us store also when trying to exchange an expensive pram that had broken through no fault of her own. I'll direct her to this post so she can explain it as she's obviously more knowledgable about what exactly happened seeing as it happened to her lol.

Bolton toys r us should definitely be avoided though, even the manager there is completely clueless, so what chance have we got of the sales assistants being any better?

liz_uk

I posted previosly on another thread about a manager who verbally abused me infront of others last October in TRU.

I had a call from the area manager 2 days afterwards apologising and putting it down to a `bad day` and offered me a £10 voucher.

I compained through the `how to complain site`.

I still see the manager when I go in there, and she never has a smile for me, so she may have got a good rollocking !

The service is !!!!e as all the decent people have left to work elsewhere and for a better wage !

SimplyGrin

Forgive me as I'll try and keep this brief. I'm new to these forums but after seeing a lot of misinformation circulating I felt compelled to comment.

I'm currently employed by TRU and while I may not necessarily agree with a lot of their decisions, in this particular matter I believe they are justified, with the exception that discourteous staff should be addressed.

Firstly, TRU does have a complaint policy, they are known as C-SAT and IVR scores which rank the stores overall performance as well as particular employees. However, a differing point on the complaint policy at TRU is they don't always give in just because they are the store.

Walking in you are speculating that these 3 employees are pointing you out from inside and laughing at you/commenting with absolutely no basis, so that part is not credible and shouldn't be included in a complaint. A company can't tell it's employees "Make sure you don't look in the general direction of a customer or emote at all for fear they may believe you are referring to them."

As far as the policy of checking bags. Working in retail for many years and at various levels loss prevention is extremely difficult. There are so many rules and regulations for catching thieves that even when you catch them, nothing can be done half the time. Companies have to protect themselves as well.

If I owned and ran a small shop and someone walked in with a large bag that could easily stow items in to be stolen, then I would kindly ask them to check it. If that person would refuse that's fine, then I ask them to leave, you aren't entitled to shop at my store. I don't have to give service to you, just as you don't have to give me your patronage.

Now if the policy isn't your big issue, and the customer service is, a lot of what you're upset about is inferred action. Like the concept that the staff member haughtily moved carts and such blocking the exit out of the way for you. The staff, it sounds like tried to explain the reason why they ask people to stow their bags. I'm not accusing anyone of stealing if they ask me why I want them to check their bags if I simply reply, "We ask our guests to check their bags as a security measure, it's a common way for many shoplifters to sneak items out of the store, so we don't allow large bags that could conceal any goods. Thanks for cooperating."

That suspicious staff is what helps keep prices low for consumers. Stolen goods take off the bottom line which effects prices. (Actually it usually effects employee payroll first but that's another matter)

While I believe there are many places that take advantage of consumers there are many consumers who take advantage of the stores as well. Asking for compensation just sounds greedy to me.


Thanks for taking the time to read that, a bit lengthy. I don't mean to come off mean, I'm just saying I think that you're being a bit to touchy with the whole instance.

hjb123

SimplyGrin wrote:

If I owned and ran a small shop and someone walked in with a large bag that could easily stow items in to be stolen, then I would kindly ask them to check it. If that person would refuse that's fine, then I ask them to leave, you aren't entitled to shop at my store. I don't have to give service to you, just as you don't have to give me your patronage..

SimplyGrin wrote:

"We ask our guests to check their bags as a security measure, it's a common way for many shoplifters to sneak items out of the store, so we don't allow large bags that could conceal any goods. Thanks for cooperating."..

So you would accuse every person already carrying a bag of being a thief? While I can slightly understand checking bags it would just be stupid if every time you went into a shop when you went shopping the shop asked to look in your bag!

SimplyGrin wrote:

While I believe there are many places that take advantage of consumers there are many consumers who take advantage of the stores as well. Asking for compensation just sounds greedy to me...

So you dont think that there was anything wrong in the treatment of the OP at the TRU store?

SimplyGrin wrote:

Thanks for taking the time to read that, a bit lengthy. I don't mean to come off mean, I'm just saying I think that you're being a bit to touchy with the whole instance.

I would say that too after writing those responses as you are new and I have jumped down your throat but I do feel that the OP was treated badly. While I can understand you wanting to defend the company dont you think that the OP was treated rather harshly?

Bossyboots

SimplyGrin wrote:

Walking in you are speculating that these 3 employees are pointing you out from inside and laughing at you/commenting with absolutely no basis, so that part is not credible and shouldn't be included in a complaint. A company can't tell it's employees "Make sure you don't look in the general direction of a customer or emote at all for fear they may believe you are referring to them."

This is the point that jumped out at me. The fact is that the actions and body language of these members of staff made the customer uncomfortable, leading her to feel they were looking at and commenting upon her. If they were not commenting upon this customer then they were still acting in a way that I would consider inappropriate for shop staff. Near where I work, the whole of the weekend staff have been sacked for sniggering on the shop floor, racing around the car park and generally being silly. I felt uncomfortable there because of the way they acted and just stopped going in there. I presume they either got caught or others did complain though. What I am trying to say is that actions like this can make you feel uncomfortable even if they are not aimed at you, but it is not always possible to be sure. I do not think that element of doubt gives any reason for it to be removed from a complaint. If the staff had been acting professionally at all times, there would have been no noticeable event from any perception needed to have been drawn.

The reference to inferred action is patronising. Reading body language is what people do and it is usually clear what someone's attitude is from that.

Your post has in my mind has done nothing to improve the perception of TRU, quite the opposite.

ben500

Many years ago when tru came to my area I went in and was [STRIKE]asked [/STRIKE] told to put my bags behind the customer service counter, I noticed the entire counter was festooned with signs stating no responsibility for the safety or well being of my property would be accepted by tru and challenged this, I pointed out that if they wanted me to leave my products with them (fully laden on a Christmas shopping trip and no car to store it) then the least they could do was guarantee it would be there when I decided to leave the store. They wouldn't, I left, I've never been back and never will.

SimplyGrin

So you would accuse every person already carrying a bag of being a thief? While I can slightly understand checking bags it would just be stupid if every time you went into a shop when you went shopping the shop asked to look in your bag!

There is no accusation by taking a precautionary measure. Just to clarify by checking bags I simply mean leaving them at a certain station. No one has the right to search your belongings. Even if you're accused of theft actually legally the store can't search your belongings. They can't even confront you or accuse you unless they can declare exactly what you stole and an employee or a camera does not lose visual of you at any point.

So you dont think that there was anything wrong in the treatment of the OP at the TRU store?

No I simply was saying that they have the right to ask you not to bring a certain item into the store. As far as the rude attitude of the associates that should always be addressed, but it should always be up to the consumer to take a name at the time of, so it can be corrected. I know employees at many locations sometimes can lack manners and that is poor business.

In regards to defending the company, I would say the same for any company, in all honesty I believe TRU is a very poor company to their employees and their customers, but not on the grounds that this OP has put forth.

The body language thing, the OP just says with too much certainty that they were definitely talking about her amongst themselves, I went back and re-read that portion of the post and did notice however that she claimed they pointed at her, and if that's the case that does seem a little overt, and I would be willing to recant, after reading 3 pages of posts I simply got the misconception that she just believed they were looking in her direction and talking amongst themselves. (If you understand what I'm saying here, I just had the misunderstanding the OP just saw three associates looking outside and talking amongst themselves, not pointing directly at someone and talking)

Finally, Hollydays thanks for the welcome, in regards to your post I realize the point your making but those are a little more extreme, and while you are absolutely correct that shoplifters can and do use many many other methods than bringing a bag into the store, checking a bag is one quick deterrent that stores can employ.

Simply put I hope people can just understand that when I'm working behind a counter at any store I ever work in it's not that I somehow am being suspicious of you, it's just that it's a precautionary measure for my store that I simply eliminate that possibility of theft through that means.

Longwinded again, thanks for reading all the way through.
-To clarify I in no way shape or form represent TRU or do I wish to lol