Toys R Us poor service

Annoyeddad

What can I do ????

Visited Toys r Us in teesside yesterday afternoon to buy a Graco Junior Maxi car seat in pink for my daughter. Go to where the seats are on display and there is the exact one i want on a shelf (About eye level) directly underneath the seat is a cluster of tickets. (The idea is you select your ticket and take it to till. Picked up the ticket and took it to the desk, Payed my £29.99 and was given a sealed box. Told i could not return the item once purchased but knew this would be ok as I already have one seat and know it fits my car and is suitable etc.........

Got the box home and opened it to find to my suprise (And even more so my daughters) that the item was not pink but black.

No problem i thought, I've not used the item, I havent even taken it out of the box and I have the receipt, I'll take it back tommorow.

Phoned the store the following day to check opening times and to ensure they had a replacement seat in stock. was told I couldnt return the item.

Explained this was a fault on the part of the store as the ticket I had collected was directly under the product displayed. Was told the tickets are mixed !!!!!! and that it clearly states that the correct colour should be selected. Turns out the colour choice is Chilli or Sweetie (Neither of which is a colour).

Basically I was given short shrift by the store manager who told me it was my mistake and therefore there was nothing he was prepared to do about it. Now I have two young children and have spent a LOT of money in that store so you can imagine my frustration.

This was further tested when the manager told me this was a mistake that had happened before..... When I asked what Toys R Us had done to rectify this he refused to answer !!!!!!!!!!!!!!!!

So, where do I stand legally????
Morally I know i will just boycott the store.

Any advice gratefully accepted..

Annoyed dad

heretolearn_2

This may not be what you want to hear but you should have read the ticket properly to make sure you were getting the right one. At our ToysRUs the tickets often don't line up with the item above.

Anyway, is the colour of a car seat that big a deal?

trumpton

I'm not sure how you stand legally, though I'm surprised at the manager's attitude. You could just turn up with it at a different branch and ask to swap it. I am assuming the no return thing is a safety issue.

PHYTHIAN

The Customer Service at Toys R Us is AWFUL.

I once purchased a Portable DVD player which developed a fault after 6weeks. I couldn't find the receipt but found out by ringing the manufacturers that TRU are the ONLY retailers of the brand of player I had bought. I also still had the box with the relevant TRU markings on it. Phoned the store and spoke to the manager who was totally unbending and would not do anything without a receipt or POP ( I had paid Cash).

Went to the store and bought another one. Went back next day with faulty one ( I now had my receipt) and asked for and got a refund. Asked to speak to the manager who I had spoken to the day before. His face was a picture when I told him what had happened!!!!

I know this doesn't help you much with your problem but just wanted to show how their pathetic 'company policies' really are.

ChefBungle

You could always write something out on your computer and print it a few hundred times and then go and stand outside the store giving the 'leaflets' to people who enter the store. Make sure that what you write is completely factual.

I'm sure the manager will quickly have a change of attitude and see sense.

I agree this is ridiculous - shows a total lack of common sense.

vyle

Annoyeddad wrote: »

What can I do ????

Visited Toys r Us in teesside yesterday afternoon to buy a Graco Junior Maxi car seat in pink for my daughter. Go to where the seats are on display and there is the exact one i want on a shelf (About eye level) directly underneath the seat is a cluster of tickets. (The idea is you select your ticket and take it to till. Picked up the ticket and took it to the desk, Payed my £29.99 and was given a sealed box. Told i could not return the item once purchased but knew this would be ok as I already have one seat and know it fits my car and is suitable etc.........

Got the box home and opened it to find to my suprise (And even more so my daughters) that the item was not pink but black.

No problem i thought, I've not used the item, I havent even taken it out of the box and I have the receipt, I'll take it back tommorow.

Phoned the store the following day to check opening times and to ensure they had a replacement seat in stock. was told I couldnt return the item.

Explained this was a fault on the part of the store as the ticket I had collected was directly under the product displayed. Was told the tickets are mixed !!!!!! and that it clearly states that the correct colour should be selected. Turns out the colour choice is Chilli or Sweetie (Neither of which is a colour).

Basically I was given short shrift by the store manager who told me it was my mistake and therefore there was nothing he was prepared to do about it. Now I have two young children and have spent a LOT of money in that store so you can imagine my frustration.

This was further tested when the manager told me this was a mistake that had happened before..... When I asked what Toys R Us had done to rectify this he refused to answer !!!!!!!!!!!!!!!!

So, where do I stand legally????
Morally I know i will just boycott the store.

Any advice gratefully accepted..

Annoyed dad

Legally,you don't have any rights. The item is fit for its job and as you didn't read the ticket, that's not the fault of the shop. Whenever there are tokens to take to select an item I always double check what I've taken out as people are so quick to take a token, then put it back in the wrong holder that it pays to be sure.

PHYTHIAN wrote: »

The Customer Service at Toys R Us is AWFUL.

I once purchased a Portable DVD player which developed a fault after 6weeks. I couldn't find the receipt but found out by ringing the manufacturers that TRU are the ONLY retailers of the brand of player I had bought. I also still had the box with the relevant TRU markings on it. Phoned the store and spoke to the manager who was totally unbending and would not do anything without a receipt or POP ( I had paid Cash).

Went to the store and bought another one. Went back next day with faulty one ( I now had my receipt) and asked for and got a refund. Asked to speak to the manager who I had spoken to the day before. His face was a picture when I told him what had happened!!!!

I know this doesn't help you much with your problem but just wanted to show how their pathetic 'company policies' really are.

Being the only place that sells an item means it's also the only place you can STEAL it from. Proof of purchase is just that, not proof of where it came from.

The manager isn't to know you didn't steal it and if you can't prove you didn't steal it, they don't have to do a thing. A little common sense goes a long way, as does looking at it objectively.

If you're going to pay by cash, be smart and guard that receipt.

Sssssss

try this :

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.

lolly1981

I bought a indiana jones dvd game from them for our sons at xmas...it looked a really good game..we set it all up put the disc in and it said regional problems..we have multi regional player..we tried the ps2 too nothing...it didnt give any idea of region on box or anywhere in the instructions...we took it back they did give us a refund after the oh noone else has brought it back maybe its just your player..we swapped for another took it home same problem..returned it and same oh noones returned it..they even took it out back to 'test' it lol. their customer service really wasnt very good but at least we did get a refund

sorry i know that doesnt help you