Toys R Us

domestic_goddess

I am fuming at the moment about the way I've just been spoken to by Toys R Us and want to complain as high up the chain of command that I can.

Basically, I ordered my daughter a bike and when it came it was damaged and looks to be in a used condition (scratches, slightly worn tyre, buckled wheel) so we complained and someone called us and arranged to send out a replacement, at the same time arranging for it to be collected.

We waited in on the day of collection, only to find that the courier was in her own car and had no way of fitting the bike in.

I've e mailed Toys R Us several times to try and speak to the same lady but I've been unable to get through to her and now I've just had a phone call from the rudest person I've spoken to in a long time to tell me that I have to specify a day when there will be someone in Monday to Friday all day so she can arrange a courier. When I said this was impossible as I work and have school runs etc she told me that she would pass the courier charge on to me if I was not in when they came to collect the bike.

I don't have a way to be in all day Monday to Friday without putting in a days holiday and paying a childminder to drop off / pick up the kids from school as I have no one else that is able to do it for me at the moment.

The lady on the phone just acted as if I were trying to steal the bike, it's in such poor condition that I wouldn't allow my child on it and at the moment it's just sat in my garage waiting to be collected so I want it gone as much as they so desparately want it back.

I'm not looking for compensation but I do want to complain about this to the highest level - does anyone have any e mail addresses for anyone other than the usual customer services?

Thanks