toys r us customer services stinks

raebhoop

JasonLVC wrote: »

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If you are searched and nothing found you could make an official complaint to the police and the store for harrasment depending upon your colour/race.


Security staff have to have more than just suspicion to hold you, otherwise you could also argue you were held against your will (as they'd be unlikely to let you just walk out) at which point, the security guard will have committed a criminal offence (akin to kidnapping) - unless their suspicioins is more than just based on how you're dressed!. That would be a criminal matter under the race Relations Act!.

What the hell has race or colour got to do with anything?? Can't I complain 'cos I'm white then?

adge274

I am totally appalled by the way you have been treated but not surprised.

We went into Southampton branch yesterday and purchased a Nintendo DSi xl. Within 2 hours we returned it as it kept freezing up. I asked for a replacement and they would not let us have one until about 30 minutes of insistance the manager finally came over and flippantly agreed. The sales assistant ambled over, put the new one (out of another box) on the counter and said if this goes wrong contact Nintendo dont return to us.

I said stuff that I want a refund as the sales of good act says I am entitled to one. He said no! I asked to speak to the manager and he sent over a supervisor who disagreed saying I was not entitled to a refund. I insisted and eventually at 5:35 pm (they closed at 5pm) they finally said we could have a refund - result!

But this was only 2 1/2 hours old and their serviee is disgusting so BE WARNED! DONT BUY ELECTRICAL BIKES PUSHCHAIRS OR ANYTHING OF HIGH VALUE as the supervisor said that their policy is if it is faulty you are NOT entitled to a refund.

Good luck with your due reply, I have written a 4 page letter and will be sending it off tomorrow

Kayteehee

I'm sorry to hear how you were treated that is horrendous, I used to work at Toys R Us when I was 16 (I'm 22 now) the managers treat the staff as they do the customers it seems.

I worked 10 hour shifts with a half an hour break, I wasn't allowed to leave the till at all for that other time. I worked my !!! off and got 3.20 an hour, I was treated like an idiot and worked their over Christmas, after that I got offered to have my contract extended, I politely declined and got out of there asap!!

Would never shop in there now knowing how they treat their staff.

jashry

Recently I had a very bad experience with toys r us. They reserved the wrong items, and when I tried to return the two wrong items they said I was lying ! They refused to refund so I said that I would keep reserving items on their web site because I learnt that each time you reserve an item they need to pick it from their shelves and keep it at the back. It takes them about 30 minutes to pick 10 items. Their response was that they didn't care, but I heard the manager say that if everyone did this, it would collapse their system as they don't have enough staff and that they would shut the system down. If a company calls me a liar and has the worst customer service on earth, i think it's about time that we, as the consumer, got our own back. The store to do it at is Brent Cross, they are the worst in terms of customer service, they have no manners and are just damn right rude. If you place 2-3 orders per day for 10 items, this will kill their system !!

sarahg1969

Toys R Us is crap. I can't believe that people still shop there. It's not the cheapest, the customer service is terrible, and items always have bits missing, or broken, or bashed boxes.

zibafu

Hmmmm, interesting thread, can't say I disagree with a lot of things that have been said.
I have worked at tru for several years.

First off some things I do disagree with, a couple of posters have said "I go in to wind the staff up", and one of the last posters talked about placing fake orders on the click and collect system (i.e. internet reserving), firstly no-one should place dummy orders for a laugh, its pretty pathetic to say the least, are you children who must get revenge cause you've been wronged ? Or are you adults who could act like adults and deal with things in an adult fashion ? The stores atm, do not have hundreds of minions running around so placing dummy orders will only make the small contingent in any store suffer, even tho it is 99% likely they are innocent of doing anything wrong, its easy to be prejudge an entire workforce based on the actions of a small amount of muppets, you should avoid this. As for going in to wind the staff up, all this will do is !!!! off that staff member you wind up and that will more than likely translate into bad service for the next guy, so is doing this actually a good idea ? No, it isn't.
I have sat here and read thru this thread, nodded at some things, shook my head at others, its an old thread, so most of the issues have probably been resolved or forgotten about.

I would ask people complaining about some of this stuff to imagine it from the business standpoint, ESPECIALLY a toy shop:
Go and stand in a shop for 15 minutes on a busy saturday and watch customers, the stuff a lot of people do is disgraceful, take the bike isles items there are for display so people can look at them with the intent of purchasing, yet how many parents assume that the cozy coupe on the shelf is for your kid to ride around the store whilst you look at other stuff ? How many shoppers look at something and just dump it unceremoniously on the floor, stock gets damaged because of people like thism, people who don't respect, that the stuff they are dumping doesn't belong to them, you wouldn't go into a friends house and just throw his/her property about. Someone in this thread mentioned boxes being damaged, stuff missing from the boxes, this is a simple case of other customers being stupid and ignorant that's nothing to do with the staff or the company being incompetent. Then you have your gang of 12-15 year old kids coming into either again mess around with toys damaging them, maybe even stealing them, or worse yet, to insult the staff, why does any staff member deserve this ?
Onto policies of returns and stuff, as has been said, we the retailer a lot of the time have to abide by a manufacturers warranty, hence 6 month warranties on some of the prams. some of the electric vehicles have only a 6 month warranty too, the companies hands are tied here, if they take it back 7 months on, and send it back to the manufacturer, the manufacturer will simply put say "hang on this isn't within its manufacturing warranty, we wont credit your company to cover the loss, heres my middle finger"
The policies on returns themselves are displayed, altho I will say "should" be displayed at the customer service desks, and also, at the collection point for the bigger items, it is quite clear on a lot of stuff, the company has the right to repair the item, before exchanging it if a repair is unsuccessful, I believe although admittedly I haven't looked at the policy in a while, that a refund is only offered within the first 28 days, after that its a credit note(something I disagree with but cannot argue with)
One thing to also remember, when stuff gets manufactured, it gets manufactured by the hundreds, if one has a genuine manufacturing fault, then its 90% likely the entire batch that just got made has that same fault. In which case, each store would receive an email saying so, now in the time I have worked there I can count on one hand how many items have been recalled due to a manufacturing issue. Most of the time, the problem is caused by the user, if your ben10 figure head has come off, your child has most likely pulled it off, if the wheel on your bike is buckled after 2-3 months of riding, its most likely caused by jumping, skidding, or bouncing off curbs, computer problems, normally software issues caused by the user either installing something or doing something wrong.

Staff being rude to customers is classed as gross misconduct and people at my store have been sacked for it, however it is important to remember that when you go into the store, the people you are talking to are exactly that, people, they are not toy dispensing vending machines that you should be sarcastic with, rude to, yell at.... you get the idea, no matter how annoyed you are that your product is faulty, be civil, and most of the time the staff will be civil with you, instead of presuming that it must be "toys r us's fault that (insert item) has broke" have the courtesy to acknowledge that maybe, just maybe you did something wrong, you'll get better service, and you'll get much better responses in terms of having an exchange or a repair, occasionally you will get an idiot who doesn't grasp that opening a box and finding something has snapped isnt your fault, unfortunately this happens since it is a minimum wage job so sometimes people get hired who aren't suitable for the job, in that case go higher, if that doesn't work immediately go to customer service, but above all even tho its become a difficult situation, maintain your composure, if you yell at staff they do have the right to walk away and refuse service, it has become common practice in recent years on the phone in that if a customer/client/whatever is rude you can hang up on them. So keep your cool.

I have had my fair share of people complaining about me, but ultimately, some people cannot be pleased, does that make me incompetent, I try to always be polite with people, I dont smile tho, it feels unnatural, the complaints I have had are mostly from people who are trying anything to get a refund when they simply don't deserve it, and they don't deserve it because they have destroyed the item.

One extra piece of advice I will give, is, if your new to a company in terms of shopping, ALWAYS check their returns policy before you buy, as a receipt is basically like having a contract with the company saying that you have bought this but agree to their terms and conditions blah blah blah.

Oh another point that I remembered reading, bags, yes the company doesn't like them, typically it only gets enforced when the stores are busy i.e. at weekends, as this is the time shoplifters operate the most, any business does have the right to remove them, but it only pertains (is that the right word ) to shopping bags/rucksacks only, no staff member should ask you for your nappy bag, handbag, err fannypack or whatever, as these are typically things you carry with "essentials" things you might immediately need whilst out and about, again if the staff member is rude to you on this, speak to a higher up but make it clear that your happy to leave it, but want to be spoken to with the respect that the staff members want, you might score a gift-card out of it, there are cameras where the bags are kept so they are gonna be as safe as they can be, you do receive a tag for them.



Oh and this in no way reflects upon the views of toys r us as a company.


peace out guys sorry for the wall of text, but its 3am, I will probably wake up tomorrow look at this and wonder !!!!!! I rambled on for hehe

Morglin

Everytime I used the TRU store at Pembury, all customers, with shopping bags, were asked to leave them behind the till - it was their usual policy.

MAKRO (the wholesalers) are the same - they won't allow any bags larger than a handbag to be taken around their stores.

Lin

Leory

Hi Zibafu, welcome to the forum.

i get what you are saying about people judging the company based on some bad staff.....but to be fair, you seem to be judging every customer based on a few bad customers!

It sounds like there is an 'us and them' attitude coming from you, which is not contusive to a retail company, let alone a childrens retailer

zibafu

Leory wrote: »

Hi Zibafu, welcome to the forum.

i get what you are saying about people judging the company based on some bad staff.....but to be fair, you seem to be judging every customer based on a few bad customers!

It sounds like there is an 'us and them' attitude coming from you, which is not contusive to a retail company, let alone a childrens retailer

#

If that's how I sounded then I apologize ofc I looked back over my post and yes wonder why I rambled on :P but also realised that I did come off sounding that way, as I said I posted that at 3am, I was very tired heh. Obviously not every customer comes in and is disrespectful to the store, I wouldn't exactly call it a minority of customers tho obviously this can never be an exact statistic since it would be very difficult to calculate, but from my own experiences I would say around 30% of customers who come in, and basically don't give a toss about anything or anyone else in the store but themselves, I can understand if they are frustrated tho, as lets face it, you finish work, you want to relax but your kid is pestering you for something, you go down to the shop, he runs off, I don't envy parents who have to deal with that kind of stuff.
I dont pretend people do things maliciously either, a lot of the time, things are done innocently and without realizing they are doing something "wrong"

Becareful_2

Toys R Us, they are really bad for complaints, the store is a bad, I bought a pram from Toys R Us, they can clearly see the fault however they dont want to exchange or return it. Now I dont have a choice but to take it further.

I know next time not to go Toys R Us.