Bad C/S in Toys R Us help needed

owey

I have just had big problems in Toys R Us with a faulty bike I bought, I was told when I bought it, it had a 12 month no quible money back offer on it.
Its 2 months old so I took it back with some faults on it, and was told that the lad who said it had 12 months was wrong to say it, and its only 1 month no quibly and another 11 as normal. As I have tried all other avenue's, now the only person to speak to is the Director of the company, as all the rest of the have an atitude problem. I don't think they have a customer services dept just a fob off dept :mad: !!.Does anyone know the Directors name and address so I can write to him.

jen_jen_2

sale of goods act will apply here, goods have to be of satisfactory quality and match their description.

satisfactory quality is defined as what you would reasonable expect. its safe to say a bike should reasonable last more than 2 months and therefore you are entitled by law to a full refund.

i would get a letter sent off requesting a refund (or if you want to accept it a replacement) to the CEO asap. also ask for compensation for their lack of understanding of the law.

also, what does "and another 11 as normal." actually mean to toysrus have they offered to fix it? or does it mean we will only replace it if you shout loud enough??

owey

Thanks for the reply Jen_Jen.
It has a 12 month warranty with the first month no quible refund, but I was told it was a 12 month no quible refund. They have now offered to fix it, but I would like a refund as its only 2 months old.
They also make me feel that I should be greatfull that they will repair it for free.

jockettuk

owey wrote:

Thanks for the reply Jen_Jen.
It has a 12 month warranty with the first month no quible refund, but I was told it was a 12 month no quible refund. They have now offered to fix it, but I would like a refund as its only 2 months old.
They also make me feel that I should be greatfull that they will repair it for free.

if a bike has developed faults after 2 months and they mess around fixing it .. will it still be safe to ride ..

owey

jockettuk wrote:

if a bike has developed faults after 2 months and they mess around fixing it .. will it still be safe to ride ..

Acording to Toys R Us, they employ Bike Technicians to build and fix there bikes :rolleyes:

jockettuk

owey wrote:

Acording to Toys R Us, they employ Bike Technicians to build and fix there bikes :rolleyes:

so why they arguing with you then.. get one of the technicians out to have a look and give a honest opinion..

owey

I have been on to Trading Standards, and they have said except the repair and if there are any other problems contact them again. In the meantime email there head office to let them know how the Manager treats her customers.
Its more there C/S aproach that is " I have caused the problems with the bike". Also she thinks "I am a Manager and I don't make mistakes". What happed to the customer is always right :rolleyes: .
Thanks to all who have replied.

BrokeBrokeBroke

I've always hated ToysRUs anyway. My parents owned a lovely small toyshop and when TRU came to town, they had to close down as they lost all their business. So I never went in one, until I had a son of my own. I hate the way they assume you're all stealing!! Twice I've been there, and twice I've had to be 'searched' on the way out by a snooty/scary looking security guard. Hate them, hate them.

jockettuk

BrokeBrokeBroke wrote:

I've always hated ToysRUs anyway. My parents owned a lovely small toyshop and when TRU came to town, they had to close down as they lost all their business. So I never went in one, until I had a son of my own. I hate the way they assume you're all stealing!! Twice I've been there, and twice I've had to be 'searched' on the way out by a snooty/scary looking security guard. Hate them, hate them.

no way would i be search by one of the manky horrible looking security guards at our store.. (mind you ive never known this to be done.. ) especially if it was a male one.. surly there security devices should be enough ie if its not scanned then it bleeps if you try to take it without paying.. if i was asked for a search i would insist they call the police as i would only be searched by a female officer and they would note on record that nothing stolen.

Zziggi

I hate toysRus too!

I agree with an earlier poster that you are treated like you are stealing and followed round the store if you look even slightly..err well not tidy and smartly dressed. I have been followed round the store and treated with suspicion in the past but ignore it as I have never stolen anything ever. Once i was asked to leave my (rather large) handbag at the desk. I ask if they would be covered if anything went missing whilst my bag was in their care - of course they said no so i refused to leave my bag there. Whilst arguing a smartly dressed lady walked into the store and passed up carrying a rucksac. Of course i brought this up with them as to why they had not stopped her.

Then the final straw came when i bought some baby bowls with lids on when the store opened in our town (in may 2003) previously there hadn't been a ToysRus store in our town. About 4 months later the lids split so i took them back. I had my receipt which had faded a little but it clearly said the store name (ToyRus) and our town's branch. It also showed the 2 bowls and price paid although this was very faded and the date on the receipt and other items bought had just about faded off compeltely. I took this back. They absolutely refused to accept i had bought the bowls from their store. I pointed out to them that the receipt said i had and they stocked them. They then said i must have bought them years ago. I pointed out that their store had only been open about 4 months so there was absolutely no way i could possibly have bought them more than 4 months ago. They absolutely refused. The supervisor refused to fetch the manager and her words were ''i have as much power as him and i am refusing you a refund". I contacted head office. Got a letter back, noting my comments, no apology but £15 in gift vouchers'for my comments' (the bowls were £4.99 each). I went in and spent the £15 gift vouchers but have never stepped foot in the store again.

Their customer service from store level right up to head office is terrible.

Zziggi

jockettuk wrote:

no way would i be search by one of the manky horrible looking security guards at our store.. (mind you ive never known this to be done.. ) especially if it was a male one.. surly there security devices should be enough ie if its not scanned then it bleeps if you try to take it without paying.. if i was asked for a search i would insist they call the police as i would only be searched by a female officer and they would note on record that nothing stolen.

only the police are allowed to search you (unless you give permission for the security guard to search you).

A friend of mine, who was a store detective with ASDA, told me she has always wanted to be stopped for shoplifting in a store 'cos she'd let them stop her, demand the police and then sue the pants off the company when they were found to be wrong.