Toys "R" Us - Whats your opinion

slowen

Just wanted to know if anyone has had any problems with Toys "R" Us including

1) Customer service

2) Replacing goods / repairing

I am just doing this to see if anyone else had problems with them as when I have been in contact with the store they have a poor customer relations and this runs from the store right upto the customer service department at the head office

I seriously do wonder how they make a profit if they treat customers so badly as it is like once they get your money they are not bothered and you have to "fight for your rights"

mrcow

I absolutely hate having to return anything to Toys R Us. I've always found them extremely unwitting to admit products are faulty.

One time for example, on returning a train set, I was told quite bluntly by three members of staff that I was using the wrong brand of batteries (? they were Duracell for crying out loud, aren't batteries batteries?). It was only when the manager went and got the "correct" branded batteries and the product still didn't work that they reluctantly issued a credit note. The whole episode took over 1/2 an hour.

You state that they are happy to take your money.....are they really? As I always seem to have to wait for ever in line at the tills. What's the point of having eight tills if you are only going to man two of them at a weekend? I don't get it?

I've never had an experience which has put me off using them altogether, but they certainly aren't a pleasant company to deal with IMHO.

Good grief I can moan can't I!

helen21_2

I must be one of the lucky ones then

Got a £599 laptop and when i got home decided i wanted the £899 one so returned to the store and they refunded and replaced with no problems what so ever, then about three weeks later i saw that they had knocked £100 quid off it :mad: so phoned them up and they said they a have a no quibble money back within 2 weeks told them mine was 3 weeks and i had asked if it was going to be on promotion when i got it and they said no, but fare play i spoke to the manager and he was happy to refund the £100 difference, which he did the next day

helen21

slowen

helen21 wrote:

I must be one of the lucky ones then

Got a £599 laptop and when i got home decided i wanted the £899 one so returned to the store and they refunded and replaced with no problems what so ever, then about three weeks later i saw that they had knocked £100 quid off it :mad: so phoned them up and they said they a have a no quibble money back within 2 weeks told them mine was 3 weeks and i had asked if it was going to be on promotion when i got it and they said no, but fare play i spoke to the manager and he was happy to refund the £100 difference, which he did the next day

helen21

Seems like the manager in your local store is ok but the Liverpool branch (by Costco) the manageress is impossible to deal with and saying if I want my bike fixing I have to buy a new tyre even though I have only used the bike twice and iot is 7 weeks old and they claim no responsibility at all so now the Trdaing Standards are now involved. I will never purchase anything from them in the future

helen21_2

Trading standards are brill, they will get you sorted!!!

helen21

newbiemum05

My local Branch manager is great too (Birstall, Junction 27 Retail Park).
In the Babies R Us section, they had a Portia dressing table on sale for 100 pounds, down from 170 pounds. The only one left had just been built and put on display, the manager marked it down to 79 pounds and included the accessories, she also carried it to the car for me and as a bonus it was one less flat pack to build !!!

I don't know anyone who's had problems there - maybe its just a case of bad staffing and management.

bottlered

They are absolutely dreadful with refunds/repairs-they deny any responsibility, and they trot out the old "take it up with the manufacturer" line

I had THREE pushchair/travel sytems with exactly the same fault in the space of just 8wks.I refused a fourth,insisted on a refund,& got told the best they could do was store credit to the current (half-price) value of the pram.

By pure luck another customer came in behind me with the same make/model & fault, & together we stood our ground.We both eventually got store credit for the full amount,but only after an unpleasant 30 minutes of arguing with no less than SIX members of staff.

SammyD_2

Our closest store (Croyden) is absolutely appalling...I was talked into going last week by my Mum, after swearing never to go back...only one checkout was open, and the operator had disappeared - despite the fact there were other staff nearby (including the manager) none of whom were serving customers, the queue just built up and no other check outs were opened. Although there were only two people in front, we (me - 37 weeks pregnant, 2 year old son and Mum) waited for almost twenty minutes to be served. Then we were charged twice for an item. When I pointed this out to the operator, I was directed to the customer service desk for a refund, where again I had to wait while two staff members discussed their weekend. No apology for double charge, and the woman processing the refund insisted on me pushing my trolley round to the credit card processing machine on the far side of the desk "in case a PIN number was needed" - I pointed out that it was an AMEX card and so no PIN is used and that I would prefer not to push the heavy trolley round if I did not have to given my advanced state of pregnancy...but to no avail.

I know these are small irritiations in comparison to buying faulty products, and no doubt coloured by the fact that I am very pregnant, but there is always some bad example of customer service every time I go...It was DEFINATELY the last time.

liz_uk

I found the babiesrus team in Glos are great, I`d had my daughters carseat for 6 months and decided to wash the covers and they wouldn`t come up clean...... I took them back and pointed it out and they ordered me a free replacement set !!!

Although its another story when it comes to exchanges....... if you havent got your reciept be prepared for at least a half an hour gun battle !!