Go go pets hamsters & accessories stock updates & discussion Part 2

lizdav

In common with Martin, I had also written to TRU regarding the PayPal Shambles

I had a call from the UK TRU Head of E-Commerce yesterday and discussed anumber of points and he has responded by email as follows :

[FONT=&quot]Dear Mr xxxxxxxxxxx,[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Thank you for your time on the phone yesterday. As discussed, I have your email sent to our Press Office over the weekend and I have summarised our discussion below which I believe also addresses the concerns from your email.[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]We can confirm that there has been a technical glitch with a small number of customers who wished to buy very quick selling items online from Toys R Us UK. [/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]The problem has arisen when the customer places the order. Payment is then authorised, but because the item concerned is so popular it goes out of stock during the authorisation process. [/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]We can confirm that in this event, the value of the purchase has been reserved in the customer’s PayPal account, but no money is taken. Toys R Us has changed its process to minimise the chances of this happening again, and is working with PayPal to cancel the small number of transactions affected, and release any funds that may have been reserved. We can reassure PayPal customers who find payments have been reserved against Toys R Us purchases that have not taken place that these funds will be released, but if they have any queries they should contact Toys R Us customer service on 08457 869778 or by email at [EMAIL="enquiries@toysrus.co.uk"]enquiries@toysrus.co.uk[/EMAIL]. Going forward, we will be reviewing our checkout process online to find a more robust way of handling these exceptional demand scenarios.[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]We’d like to apologise to any customers who have been inconvenienced by this issue, and for the fact Toys R Us and PayPal have not given customers the right information about how the matter is being resolved. We appreciate the anxiety and inconvenience this has caused.[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Whilst we were slow to react, I trust you will have seen our commitment to resolve this issue for our customers from our discussion yesterday and the information above. If there is anything else I can help with, please feel free to contact me.[/FONT]

[FONT=&quot][/FONT]
[FONT=&quot]Kind regards,[/FONT]
[FONT=&quot]Will[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Will White[/FONT]
[FONT=&quot]Head of eCommerce Systems & Operations[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Toys R Us – UK[/FONT]

I also took the opportunity to point out that this problem had only arisen because of the add to basket process that allows more items than are 'in stock' to be added to customers baskets, leading to people attempting to pay for items and ending up with funds reserved for a period of time.

He has assured me that they are looking at the whole process with a view to re-coding the purchase process to see whether the item can be reserved for sufficient period to complete payment and stopping people adding to basket when all available stock is already in someones baskets already. They already have people looking at systems to see what effort would be needed to go down that route.

That would eliminate the race to payment we have today to avoid items being deleted from the customer basket and avoid people 'paying' for items that are not available.

Understandably, it would be the wrong time of year just now to make such changes, but from the conversation, I believe that TRU are anxious to avoid a repeat of this incident in future and if it means that it needs re-engineering of the way we purchase, then I believe that they will do it.

*sashysach*

my huband thought he had go the ball playset we really wanted but just found out it was the sleepdome (looks similar)

vickihenderson

Ncarbutt

Think i might give up on the search now got a hamster and the fun house. My daughters birthday is 15th of jan so hoping that accessories will b easier 2 get then although i'm thinkin it might b 2wards the end of january that stock will start appearing might have 2 give het a i.o.u lol.

pretzelnut

My skateboard & surfboard is here from YTC - the postie had delivered it to my mums house along with all my other mail.

Think he was having a lazy morning today.

Havent had a chance to look at it yet as the kids are here, but they'll be off for a nap soon.

Ncarbutt

I was thinking that the other day about tru it would b alot better if when u added somethin 2 ur basket it was yours and maybe give 5-10 mins 2 allow u 2 checkout b4 releasing it for sale again

goggins1977

vickihenderson wrote: »

That poor hamster looks really fed up lol

too_much_debt

Postman in the Van has just been but no TRU order.

mum2girlies

Which stock checker are you all using? The zhuzhuhamster one? My alarm didnt go off when tesco was in stock so just wondered if you were using the same? Maybe its a fault my end? x

minxybaby

aaargh - typical tesco list houses when I am out picking my son up from nursery!!!