ToysRus Don`t care about children !!!!!

liz_uk

Had a blooming horrible time today in ToysRus today, turns out kids and customer service don`t matter to them as much as profits !!

Have written the following letter to head office - Have censored the battleaxes name, although was tempted not to !

---

Dear Sir,

3 years ago, I forwarded a letter, highlighting my delight with the service I received within BabiesRus, after I gave birth to my daughter. The member of staff went above and beyond her call of duty and we left the store just under £300 lighter. We have since used ToysRus as our port of call for anything `child related`!

Unfortunately, I now write as an upset, humiliated and disgruntled customer.

My daughter turns 4 on Sunday, and I visited the ******* branch of ToysRus to purchase some last minute gifts. I purchased 4 Barbies and picked up a Baby Born doll which I wanted to put aside until tomorrow morning as my daughters grandparents were going to buy it for her.

I proceeded to the till point and I enquired to the friendly young lady, if I could put the doll by until the morning as I noticed there were only 3 left of the style I wanted and was concerned they would sell out.

I was told that it wouldn’t be a problem although they could only hold items for 24 hours. I was asked to take the doll to the customer pick up area and after 5 or so minutes of waiting, a gentleman asked me if he could help, I said that I wanted to put a doll by until the morning as my partners parents were coming in to buy it for my daughter.

The man then said he didn’t know how to do it and so shouted over to a woman wearing a black shirt, who was putting products at the end of a checkout aisle
“How do I put things by”. The woman, I believe her name to be ****, then shouted back “we don’t put things by”. I explained (still shouting over at this point, as she didn’t stop what she was doing to approach me) that I had previously put things by in the past and it was only going to be until the morning.

Her response was:

“We DON’T PUT THINGS BY because its coming up to Christmas”,
I then pointed out again that it was only until the morning and it hadn’t been a problem previously. Mrs ****** then shouted out, in front of customer who were queuing and members of staff,
“HOW MANY TIMES, ToysRus DO NOT PUT THINGS BY”

At this point, I could feel myself getting upset and walked out of the store.

I sat in my car outside in tears, feeling humiliated at the way I had been spoke to in front of customers and staff by the `so called management`.

I arrived home and phoned the store in hope that I could speak to someone more superior to express my upset.

I spoke to a friendly young man on Customer services who asked me to outline the problem and he would put me through to one of his 3 managers.

I explained and he said it shouldn`t be a problem as people often ring in and reserve items.

I was then unexpectedly connected to Mrs ***.

Mrs **** confirmed again that ToysRus do not hold items for customers and it was only under exceptional circumstances that they do, for example if a customer is travelling a distance. My daughters grandparents live in Minehead, although I didn’t point this out at the time.

I asked how long this policy had been implemented for, Mrs *** replied 2 weeks.

Mrs **** then told me that had I have wanted the doll bad enough I would have purchased it when I was in store earlier that day. I explained once more that I was not purchasing it for my daughter.

I said to Mrs **** “so your telling me for the sake of a day, my daughter could end up disappointed because your not willing to put by a doll for me”

Mrs ***** replied “uh huh”. I was furious at this point and said that she better check that there’s plenty in stock. Mrs ***** tutted before putting me on hold. After 16 minutes and 40 seconds, I hung up. Mrs *** had not returned to the phone.

Now forgive me, but I believed that ToysRus were all about the children, but it would appear that from impressions left today, that this isn’t the case at all. Mrs **** would rather have seen a 4 year old girl disappointed if the doll was sold out, than put a doll by for less than 24 hours.

I am appalled at Mrs *** behaviour today and hope that no other customers are treated in the manner in which I was handled.

I have doubts as to whether or not to continue as a ToysRus customer, and would like your confirmation that an improved customer practise will take place and whether or not there is actually a `We don`t hold items for customers` Policy.


Looking forward to your response.



Cc: Operations Manager

elona

What a nasty ignorant woman.

Even if she could not do what you wanted she could have got the manager or at least been polite.

liz_uk

Woken up this morning still feeling completely infuriated !

I let things get to me & find it hard to drop them.

The woman in question was a supossed `senior member of staff` and seems to have a problem with women who are half her age and blonde, as all the other members of staff were more than happy to put it by for me.

Anyway, theres no way i`m going back there, and will get the doll from elsewhere even if it means paying more.

suekjw

Liz - what awful treatment. Your letter on the other had is excellent and I hope that you get the outcome you deserve - that Mrs '@*%^$$&%' (!) gets a bloody good dressing down and that you get your little girl the pressies you want (maybe some free vouchers too?!)

Sue

Smiley_Mum

You could get it from Freemans and get 20% off your first order and it would be £31.99.

http://www.freemans.com/web/main/results.asp?pub=3017&productid=58X687&mode=1

Looked at Littlewoods but they just had outfits and prams, crib etc but they offered £15 off your first order of £25 or more.

There's Grattan, they give £15 off and the doll is £39.99 so makes it £24.99.

http://www.grattan.co.uk/web/main/results.asp?pub=3038&productid=58X687&catreqmedia=B4184&ordermedia=B3184&name=15POUND&giftcode=BJ&entry=1&message=In%20Stock&quantity=1

Kays have it and it is £34.99. 20% off first order makes it £27.99 and free delivery.

If you are buying online then here is a link for lots of discount codes info.

http://www.pricedash.com/VoucherDash.aspx?Retailer=Mothercare

Hope you get one somewhere for your little girl. Hope you get a result with your complaint about that awful woman.

smartiepants

Go for it :T , don't let it drop until you get an apology both from the company and a personal apology from her, an explanation and also confirmation of the implementation of a customer services training programme specifically designed for Mrs ******

Smiley_Mum

Just for the grumpy b***h at Toys R Us.

suekjw

Smiley Mum - love it! And well done on the practical advice too!

liz_uk

Thats so much !!!

Debating whether or not to go in this afternoon and speak to a different manager about it, or just send my letters and wait.

Also, does anyone know if toysrus are franchises?? The woman said that the `we don`t put items by` policy, was only implemented in the Gloucester branch.

Now I didn`t think that they were franchises, which makes me think she was just talking out of her behind to be awkward.

Smiley_Mum

I'd just send the letter and avoid the place. Why give the old bat another chance to upset you.

jockettuk

i.d send it and also take a copy into the branch ask to speak to a manager and tell him that you are personally handing in a copy of a letter your sending to head office and that you wanted to make sure he/she had a copy .. hand it to them and then just turn and walk out . ive done this a few times and ive had great satisfaction ..