Toys R Us ruin my sons Christmas and drive me round the bend

adferguson

Here is a letter I sent to Toys R Us way back in 31st December 2010

[FONT=Arial, sans-serif]Dear Sir/Madam[/FONT]


[FONT=Arial, sans-serif]I placed an order on Tuesday 7 December 2010, Order No .xxxxxxxxxx, Your Ref. xxxxxxxxxx.[/FONT]


[FONT=Arial, sans-serif]On Thursday 16 December I received part of the order- 12v Ben 10 Quad and the full order for a Mrs Shirley Chamley, Order No. xxxxxxxxxx, Your Ref.xxxxxxxxxx.[/FONT]


[FONT=Arial, sans-serif]I contacted your Customer Services to inform them of the mistake, and arranged an uplift on the morning of Saturday 18 December. I also informed them at this time that the Ben 10 Quad had damage to the front bumper, but as it was so close to Christmas and there was little chance of a replacement in time for Christmas, I felt I had no option but to keep it.[/FONT]


[FONT=Arial, sans-serif]On Friday 17 December we received the remainder of our order- Ben 10 Projector Torch, Ben 10 Alien Force Ultimate Ominitrix and Ben 10 Alien Force Mini Creation Chamber. The outer packaging had obviously been opened and then hastily taped together, and the all of the contents packaging was ripped, dirty and damaged.[/FONT]


[FONT=Arial, sans-serif]Again I contacted your Customer Services to ask that these items were included in the uplift for Saturday morning. I waited in until 2pm on Saturday but there was no uplift.[/FONT]


[FONT=Arial, sans-serif]On Sunday 19 December I again contacted Customer Services and spoke to a Line Manager. I told him the only option was to have an uplift on Tuesday 21 December after 5pm, he took my mobile number and said he would make a note in his personal diary to contact me on Monday 20 December to confirm the uplift.[/FONT]
[FONT=Arial, sans-serif]This was the last I heard from Toys R Us, with no phone call or uplift.[/FONT]


[FONT=Arial, sans-serif]With the weather being so poor, today, 31 December, is the first day my son has managed to try the Ben 10 Quad, to find that there is an intermittent fault, with the rear brake failing to disengage.[/FONT]


[FONT=Arial, sans-serif]Under the circumstances, I, therefore, wish to arrange uplift of the Ben 10 Quad, along with the other items already mentioned, and would appreciate someone contacting me as soon as possible to discuss this.[/FONT]


[FONT=Arial, sans-serif]I will also be contacting Pay Pal to open a dispute. [/FONT]


[FONT=Arial, sans-serif]I look forward to hearing from you.[/FONT]
:mad::mad::mad::mad::mad::mad:


[FONT=Arial, sans-serif]
[/FONT]
[FONT=Arial, sans-serif]On Friday the 18th of February a Customer Adviser contacted me.[/FONT]
[FONT=Arial, sans-serif]I had told her at the time that the Ben 10 Quad bike was not boxed as the item was now fully assembled and would take a considerable time to dismantle and that I was not prepared to spend more time being mucked about
[/FONT]
[FONT=Arial, sans-serif]She called back on Saturday the 19th to confirm that all the items would be picked up (including the quad bike) the following Friday afternoon and would refund the items[/FONT]
[FONT=Arial, sans-serif]After waiting in another four hours for the uplift I was informed by the driver that he would not accept the quad bike.[/FONT]
[FONT=Arial, sans-serif]:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:[/FONT]


[FONT=Arial, sans-serif]Now I have been told that unless the quad bike is boxed and uplifted Toys R Us are going to start court proceedings.[/FONT]


[FONT=Arial, sans-serif]
[/FONT]
[FONT=Arial, sans-serif]
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[FONT=Arial, sans-serif]I[/FONT]

halibut2209

court proceedings for what?

mountainofdebt

what's an uplift?

Is it the same as collection ?

squeaky

In this case... YEP

pmduk

I assume Paypal have refunded you and ToysrUs want their money? If I were you I'd tell them you'd welcome the opportunity to hear them explain in court why you've been treated so badly. Ypou owe them no money, the goods have been ready for collection since December.

Freddie_Snowbits

Freddie shall now interrupt for the lazy ones amongst the parishioners.

OP waited until the last minute to order her offsprings Xmas goodies and had part of her order delivered.

OP then waited just long enough to be ignoramus of DSRs and this site.

Shop wants their money for goods issued.

Oh dear.

OP. If goods were inspected, you could had rejected them under DSR. You will have to be nice to other parishioners to get what this means.

As for your goods, that yous alleged are damaged, your SOGAs cover this.

As for the trinket you were easily relieved of your money for, I am afraid, Freddie is unwise of the sogginess of the said.

halibut2209

Freddie, the OP has not stated that he/she has been given a refund.

There is much that has not been said, and the OP has not returned to clarify...

Freddie_Snowbits

halibut2209 wrote: »

There is much that has not been said, and the OP has not returned to clarify...

Bu..er:beer::beer::beer::beer:

pulliptears

Freddie_Snowbits wrote: »

Freddie shall now interrupt for the lazy ones amongst the parishioners.

OP waited until the last minute to order her offsprings Xmas goodies and had part of her order delivered.

7th December isnt 'last minute'

OP then waited just long enough to be ignoramus of DSRs and this site.

Oh to be as perfect as you and have a reasonable knowledge of DSR's and help sites.

Shop wants their money for goods issued.

Shop needs to collect their damaged goods.

Oh dear.

Oh dear indeed. Wrong side of the bed freddie? Yellow card expired? Only you appear to have morphed into a pillock again just as you were starting to be actually helpful.

OP. If goods were inspected, you could had rejected them under DSR. You will have to be nice to other parishioners to get what this means.

If ifs and ands were pots and pans there would be no need for tinkers...

As for your goods, that yous alleged are damaged, your SOGAs cover this.

Which is what she came here to find out. Well done for one piece of reasonable advice.

As for the trinket you were easily relieved of your money for, I am afraid, Freddie is unwise of the sogginess of the said.

Ever wish they would reinstate the roll eye smiley?

adferguson

I contacted Trading Standards again was told that Toys R Us would have to supply a suitable box for the quad bike.
Finally at my wits end I contact Toys R Us and gave them the offer which was to either drop the goods off at my local store, which they said no it had to be collected by themselves.
I then told them what Trading Standards had said re. supplying a box this was also a no.
I told them that I would let Trading Standards take over the case and looked forward to seeing them in court.
They contacted me back straight away to say it would be possible to drop off at my local store he also offered me £10 for the inconvenience to which I told him to stick it where the sun don't shine.
With the loan of a van I returned the goods.
Why could they not have gone with this idea way back in December when I suggested it. AAAHHHH!!!!!
Toys R Us should be ashamed threatening customers with court action.

Case closed. Thank God
:j:beer::j:T

pulliptears

adferguson wrote: »

I contacted Trading Standards again was told that Toys R Us would have to supply a suitable box for the quad bike.
Finally at my wits end I contact Toys R Us and gave them the offer which was to either drop the goods off at my local store, which they said no it had to be collected by themselves.
I then told them what Trading Standards had said re. supplying a box this was also a no.
I told them that I would let Trading Standards take over the case and looked forward to seeing them in court.
They contacted me back straight away to say it would be possible to drop off at my local store he also offered me £10 for the inconvenience to which I told him to stick it where the sun don't shine.
With the loan of a van I returned the goods.
Why could they not have gone with this idea way back in December when I suggested it. AAAHHHH!!!!!
Toys R Us should be ashamed threatening customers with court action.

Case closed. Thank God
:j:beer::j:T

Well done! Toys R Us are renowned for being blooming awkward and not especially customer focused.