Help Needed - Toys 'r Us Problem

Pixie28

Hi Peeps...I am seeking advise for my sister as she is currently having an issue with Toys 'r Us..

A couple of weeks ago she purchased a doll for her daughter direct from the Toys 'r Us website. She had used the site before some months ago when she lived at a different address, and the website had her old address saved as the delivery address. She changed the address to her current one before committing to the order, however when she received an order confirmation email from Toys 'r Us, it had reverted back to her old address and stated that this is where the doll would be delivered too.

She contacted Toys 'r Us by phone at 9am the following morning and explained that the delivery address was incorrect as she no longer lived there. The agent advised her that he was unable to do anything yet as they had no tracking number. He advised her to call them the following morning and they would be able to cancel the delivery. She was quite worried and decided to phone back that same day at 5pm. She spoke to a lady this time who advised her that she would cancel the order, and refund the payment. She advised that my sister should resubmit her order with the correct details.

Well that seemed fine, so my sis ordered a second doll online that day. This time all the details went through correctly and a delivery date was given. However when she called them up a few days later to confirm the delivery, they advised her that a doll had already been signed for at her old address. They also confirmed that the 2nd doll was due to be delivered at the correct address.:mad:

They advised her to go to her old property and collect the doll, then return it....only then will they issue a refund! She was not happy about this, but did go to her old address to ask about the doll. The new tenants have told her that they no nothing about it.

The doll cost £54 with p&p. They have taken payment for both dolls and have refused to refund her for one of them. £108 for a doll is rather steep indeed! Any advise would be greatly appreciated....

pinkshoes

Pixie28 wrote: »

However when she called them up a few days later to confirm the delivery, they advised her that a doll had already been signed for at her old address.

Can you contact the delivery company and find out who signed for it? I've signed stuff for my neighbour before, and have to sign and print my name, as that's what is required by most delivery companies. This should prove who has the doll.

If the delivery company can't produce this information, then they haven't provided the service required of them.

Wig

It's not her problem, ask the credit card for a refund (unauthorised goods - she authorised a delivery to her new address), she then went out of her way to point out their error and cancelled the order, and their dumb systems were not capable of correcting the error.

Also keep copies of phone records.