Complaint Info Needed for Toys R Us

kindofagilr

OH and I went to Toys r us today after looking at prams on their website.

We decided on two prams that we liked before we went into the store, which were these two:

Graco Quattro Tour Travel System in Ziggy Zebra £199 inc in this was:
This great value package also includes a car seat, in-car base, raincover, and cute toys to entertain baby.

http://http://www.toysrus.co.uk/Babies-R-Us/Travel-and-Pushchairs/Travel-Systems-and-Pushchairs/Travel-systems/Graco-Quattro-Tour-Travel-System-in-Ziggy-Zebra(0028424)

And this one:
Graco Quattro Elite Travel System in Lemongrass £229.99 inc in this was:
Package includes: pushchair, junior baby car seat, in-car base, footmuff, raincover and bag.

http://www.toysrus.co.uk/Babies-R-Us/Travel-and-Pushchairs/Travel-Systems-and-Pushchairs/Travel-systems/Graco-Quattro-Elite-Travel-System-in-Lemongrass(0069998)

Once there and we had tested them both out we decided on the Lemongrass one (and also had the bonus of having the footmuff included which we were going to buy seperate if we opted for other pram)

We got home and unpacked the pram only to find the In Car Base isnt there, we called the branch we went to (after being cut off about 10 times) and spoke to the woman at babies r us, the woman who actually served us, who then went on to say that this pram doesnt come with a in car base.

I said thats not what the website said, so she read out the product description for the lemongrass one from the instore and it didnt mention the in car base, then went onto the toys r us website where it does mention the base.

She then said its because the store has different offers than online, which I just dont understand, so basically if we had of ordered it online instead of travelling 40 minutes each way we could have had the base included for the exact same price.

So I asked her to read out the product description for the Ziggy Zebra one and lo and behold the in car base is included in that one in store for the exact same price.

Part of me thinks they (instore) have made an error on their system.

My reasons for this is the prams are exact same price in store as online, also when you take the ticket for the pram there are extras there, so you could pick up a ticket for the changing bag (which we did get) and the soft carrycot, there wasnt one for the in car base which there was for other prams

Sorry for the long rant

Basically I would like to know if anyone knows of a head office address we can complain to for toys r us, we have looked on their website but cannot find such information, all that is there is local store telephone numbers (which obv got us nowhere)

PS We are going to see the local trading standards agency tomorrow (if they are open)

Valli

ooh a tricky one...so first of all...what you went for - a Travel System (not just a buggy.) To me that implies in and out of car usage...

So please answer these...

What does your receipt say?

How was it packaged and what labelling (in particular look for a contents list) was on the packaging?

What information re contents and usage is included in the instruction leaflet?

Finally is is POSSIBLE to use the car seat SAFELY without the base?

Print OFF the web page BTW - ASAP!

kindofagilr

Yes sorry we went for a travel system.

The receipt says "Quattro Tour Elite 724319 £299.99"

It was packaged all in one box, we have instruction books for the car seat and base, and a book for the pram

What kind of info do you require from the instruction book?

Yes you can use the car seat without the base, you just have to wind the seat belt around it

hth

ETA: Yes we did well we havent printed it cos we havent got a printer but we've took screen prints of both prams and saved the webpages

Valli

wondered if the instruction book has a list of contents
this is what I found it has a diiferent 6 digit ref no

Valli

kindofagilr wrote: »

Yes sorry we went for a travel system.

The receipt says "Quattro Tour Elite 724319 £299.99"

It was packaged all in one box, we have instruction books for the car seat and base, and a book for the pram

What kind of info do you require from the instruction book?

Yes you can use the car seat without the base, you just have to wind the seat belt around it

hth

ETA: Yes we did well we havent printed it cos we havent got a printer but we've took screen prints of both prams and saved the webpages

And BASE?

You HAVE instructions for using the in-car base and they came in the box?

This suggests then you should also HAVE the base unless it says base sold separately...

kindofagilr

No the instructions only have a list of contents for the pram itself.

That link you posted is the one we looked at online before going to the shop.

Yes I have a book for the pram, and a book for the seat and base, I dont think i says sold seperate anywhere?

Valli

It looks like it's missing then and you're being fobbed off.
It would be better if the code on the website 744263 was the same as the one on your receipt (724319)
But you could try phoning the (or another store just to see what you're told) store and asking if they have the website one available to buy instore as you are interested in buying it but would like to have a look at it rather that buying on line
Then ask if the instore one comes with everything that's shown on line.

I'd be tempted to return it and go for the online price, anyway! £229.99 and free delivery!

kindofagilr

Wow OH just rang them back to ask for the managers name, and he spoke to the store manager (who was strangely not there before)

And the store manager states it says at the very bottom for the display car base sold seperate.

As an act of goodwill they will give us a car base from the shop floor, she cant give us a brand new one but they are going to give us a base, which is better than nothing

I just think its asburd if this is correct that the same item at the same price on their website has so many differences?

Lip_Stick

Is my computer at fault, or has the page with the pram on suddenly disappeared? Hmmm, I wonder why it's been removed?

Found the pram. I'd ring up HO and see if it does include the base, I don't see why it wouldn't.

Hintza

I think you need to do some more research on this.

Have you spoken to Graco? Ask them what it comes with (don't mention where you have bought it) the Graco website is pretty poor.

Check other retailers and go in and see where it says seat separate.

Not sure you should give up just yet.

Hintza

Lip_Stick wrote: »

Is my computer at fault, or has the page with the pram on suddenly disappeared? Hmmm, I wonder why it's been removed?

.

Found the cahed paged seems the same as the current page.

http://209.85.229.132/search?q=cache:EvnKTt4NvZoJ:www.toysrus.co.uk/Babies-R-Us/Travel-and-Pushchairs/Travel-Systems-and-Pushchairs/Travel-systems/Graco-Quattro-Elite-Travel-System-in-Lemongrass(0069998)+quattro+elite+babiesrus&cd=1&hl=en&ct=clnk&gl=uk