toys r us complaint

snagglepuss16

just wondering if anyone can help me, i wrote a letter of complaint to toys rus in December and still havent had a reply, has anyone else ever complained to them via letter, or any method for that matter and what was the outcome?
many thanks

trumpton

Who did you write to -shop manager or head office? They have had plenty of time to respond.

If you got no response from the shop, I would write again to the Head Office. This is the address from the website:



Fax: 0191 416 8551


Toys R US
FREEPOST NAT 3362,
Gateshead,
NE10 8BR

The Consumer Direct site has a lot of good info on dealing with shops.

Sssssss

snagglepuss16 wrote: »

just wondering if anyone can help me, i wrote a letter of complaint to toys rus in December and still havent had a reply, has anyone else ever complained to them via letter, or any method for that matter and what was the outcome?
many thanks

I had a problem with toyrus UK few years back and was getting nowhere with UK customer services. So I went on to their USA website and sent an email to these guys

http://www1.toysrus.com/about/execCommittee.cfm

email them all, try combinations like [EMAIL="firstname.lastname@toysrus.com"]firstname.lastname@toysrus.com[/EMAIL]

e.g. [EMAIL="Gerald.Storch@toysrus.com"]Gerald.Storch@toysrus.com[/EMAIL]

within 24hours I had a director from the UK office on the phone to me.

snagglepuss16

trumpton wrote: »

Who did you write to -shop manager or head office? They have had plenty of time to respond.

If you got no response from the shop, I would write again to the Head Office. This is the address from the website:



Fax: 0191 416 8551


Toys R US
FREEPOST NAT 3362,
Gateshead,
NE10 8BR

The Consumer Direct site has a lot of good info on dealing with shops.

i had got some things online so used the freepost address, as there were many things to explain, i thought it better to write, rather than let someone on the end of the phone try to note it down as i hadnt had a lot of success with the call centre staff either
Sssssss, what was the outcome of your complaint?

Sssssss

snagglepuss16 wrote: »

i had got some things online so used the freepost address, as there were many things to explain, i thought it better to write, rather than let someone on the end of the phone try to note it down as i hadnt had a lot of success with the call centre staff either
Sssssss, what was the outcome of your complaint?

I got my money back and was told to keep the item as well, even though it wasn't what I wanted as it was mis-described on the web.

However my dealings with the UK director did leave a bad taste as it was clear she way unhappy to be dealing with me and had been told to do so.

Same I had a PC crash oherwise I would have been able to give her email address.

Ivory_Tinkler

Toys R Us has appalling customer service. I haven't set foot in one of their stores or purchased anything online for years following really shoddy service from them. Good luck OP but their usual stance is to ignore you and hope you go away!

snagglepuss16

Ivory_Tinkler wrote: »

Toys R Us has appalling customer service. I haven't set foot in one of their stores or purchased anything online for years following really shoddy service from them. Good luck OP but their usual stance is to ignore you and hope you go away!

i know its really put me off shopping with them even though they can have some good deals. i had used the online service a couple of times before but the grief i had the last time was unbelievable. thanks for help and support. i may send a letter recorded do you think?