toys r us customer services stinks

MrCarrot

My OH went into Toys R Us recently and was asked to leave her bags at the entrance. She walked out instead. The next day we saw a couple do the same thing.

I now notice they have a sign outside saying no bags are allowed in store and that you should leave them in your car. Quite what you're supposed to do if you don't have a car, I am not sure.

This is an abysmal thing for a shop to do, especially during a recession. Shop lifting has and always will be a problem for retailers - if Toys R Us can't handle it without persecuting their honest customers then they should not be in the business of retail. I have never been in any other shop that has this policy. And with Internet shopping and stores like Tesco and ASDA selling more and more stuff all the time, shops like Toys R Us should wise up and make things easier for their customers, not more difficult.

Me and my family will not be shopping in there again.

wuckfit

Some of the ToysRUs policies baffle me. especially the one about cameras. It's bizarre, Any staff member telling me to leave my bag in an unsecured area will be loudly told to Foxtrot-Oscar.
I've heard stories about how staff are treated. For example two people were long-standing friends before either started working for TRU. One was more senior - possibly lower eschelons of management - and was actively discouraged to continue meeting his long-standing friend outside of work.

I won't shop there on principle. I occasionally go in to see if I can wind up the staff. One day I'm going to get a grinning self-portrait with the 'No Cameras' sign in shot

ins

They are the worst company I have ever dealt with and I will never use them again. I am so angry because I also bought a Ps3 with them and spent a lot of money over christmas. I have never returned anything before and they do not have their refund policy clearly displayed. I asked about the refund policy and they showed me a faulty goods policy. I was informed that the refund policy was up to the discretion of the manager. So it was whatever he wanted to do. Shocking that a large company like that doesn't have a policy in place. I sent them this email and this explains what happened to me. wonder how long I will wait for a response?

I was in your shop three weeks back and had the worst shopping experience. I had asked for a black wii and games. The total coming to £199. When i went to collect the console I was handed a white wii. The girl then proceeded to take me back to the till and take my receipt. She asked me for my details and then handed me a further receipt. Was unaware why she took my details but presume that it was a refund. Instead of doing a full refund onto my card she took the lazy option and gave me a credit note obviously because she couldn't have been bothered to put it back onto my card and take the sale again on the card. Three weeks passed and a much better offer appeared on Xtra vision. I presumed as I had not opened anything and it was less than 28 days I would be entitled to a refund so I took the item back to the shop. It appeared like I was going to get my refund but the girl looked at my receipt and claimed I was not entitled to a refund as I had paid by a credit note. I refuted this claim telling her I paid by my card and that the girl had made an error and left me with this receipt. I also work in a shop with the same computer system and am aware that if she wanted to she could have searched that particular transcaction on the computer and saw what had actually happened. She then called a manager who seemed not to care about the circumstances or that it was his incompetent staff's fault that I had been left with this receipt. As I had this receipt he told me as a gesture of good will he would offer me a refund onto a gift card.I was in contact with the office who said it was left to his discretion on what to do.I also feel that he was too lazy to check the computer system. I also feel that whoever carried out this transcation should be repremanded as it was the easy way out for them but as a result I am now left with a receipt that says I paid by a credit note. If then a fault occurs in my product my statuatory rights are affected and all I will be entitled to is a credit note and not a cash refund. I explained that I wanted to buy the console in another store as there was a better offer. I myself work in customer complaints and am shocked at the treatment by the staff and members of customer service.

Proc

Apparently the "New Thread" button is broken.

Wench

Proc wrote: »

Apparently the "New Thread" button is broken.

and how many people get whined at because they've started a new thread instead of searching and adding to an existing ?

To INS, sorry I cant offer any help x

webmasterpolo

Good luck getting a reply to an email complaint. You would probably have more luck writing it snail mail. I would send a duplicate letter to the store manager @ the store concerned and also one to the HQ. That way you have doubled your chances of getting a response.

I would not of accepted the receipt at the time, as I would of expecting this issue if I needed to return it for any reason. Why did you pay for the white one if you wanted a black one? Is it one of these take the ticket to the till and they issue you one of a locked cupboard affair?

Did the ticket you provided have the correct code for the black one? If so why was the refund necessary?

Seems rather odd to me, if you gave them the ticket/box for the black one, they scanned it and you paid for the black one, the receipt would say black one. When you collect it and they got out a white one, you simply say no, I bought a black one and they check your receipt, see it says black and give you a black one, no problem.

Why was a refund necessary?

-Web

mrcow

Unfortunately, the only mandatory criteria for working in any Toys R Us store is that you have to be a rude, ignorant oik with a face that looks like a slapped @rse.

Good luck with any complaints - you'll need it.

Unfortunately, as with most retail outlets, the staff will behave as per the example set by their management which in Toys r Us' case is abysmal. Small minded jobs worths for whom it appears that their plastic name badges are the most significant thing they've ever been awarded in their lives. These badges have special powers - as soon as you don one, you are stripped of all the common sense or basic human sensibility that you ever did have.

They have absolutely no idea what good customer service is, or what manners are.

alison999

i ordered some christmas present online from there, i qualified for free dlivery but paid their £6.95 so that i could specify it to be delivered this past monday, when the kids would be out. for some reason though - they delivered the saturday before

i rang them and complained and after about 15 mins finally got my delivery charge refunded.

in their eyes i got somethng extra since saturday delivery costs more (my delivery got 'upgraded' as they put it) i had to keep pointing out that id ordered it for the monday for a reason.

Takoda

mrcow wrote: »

Unfortunately, the only mandatory criteria for working in any Toys R Us store is that you have to be a rude, ignorant oik with a face that looks like a slapped @rse.

Good luck with any complaints - you'll need it.

Unfortunately, as with most retail outlets, the staff will behave as per the example set by their management which in Toys r Us' case is abysmal. Small minded jobs worths for whom it appears that their plastic name badges are the most significant thing they've ever been awarded in their lives. These badges have special powers - as soon as you don one, you are stripped of all the common sense or basic human sensibility that you ever did have.

They have absolutely no idea what good customer service is, or what manners are.

People have a right go at me when I make generalisations like you've just done! I remember talking about a "spotty youth" who screwed something up during a shopping trip to Tesco and I had a right angry mob after me!

Got to agree with you though - good customer service is very rare these days.

pulliptears

Proc wrote: »

Apparently the "New Thread" button is broken.

well, when they send someone to fix it ask them to look at the "manners" button as well.