toys r us customer services stinks

:mad: so heres what happened, in letters: my first letter to them: :mad:



Complaints Manager
Toys ‘R’ Us
FREEPOST NAT 3362
Gateshead
England
NE10 8BR

To Whom It May Concern:

On Monday 13th March, at approximately 6:00pm, I visited your store in Bolton, on the Trinity Retail park. I was carrying some shopping, and as it was raining, I had the hood of my outdoor coat up. As I approached your store, three women sales assistants, all stood behind the Customer Services counter began to look, point at and talk about me amongst themselves. I could see that they were doing this from some way away, as your Bolton store has a glass front. I entered your store with the intention of purchasing a birthday present, as I know that your selection of toys is the largest in Bolton and your pricing is very reasonable.

The sales assistants continued to point at me, and I assumed that it must be to do with my hood, so I lowered it as soon as I was inside the store. I must stress that I was wearing an outdoors coat, not a ‘hoodie’ and only had a hood up because it was raining. I am also 22 years old, and a little old to be a ‘hoodie’, or under groundless suspicion for shoplifting one would think. I was talking on my mobile telephone, but one of your sales assistant thought it reasonable to interrupt me, telling me to place my shopping bag behind the Customer Services desk. I replied that I had never been asked to do this before and as I didn’t know her and wouldn’t have any protection for my purchases, I would prefer not to. She became rather nasty, and the other two sales assistants joined in, insisting that if I did not leave my shopping in their possession, I would not be permitted to enter the store. It was suggested that I may place items in my shopping bag and steal them.

I decided that I would rather not shop anywhere that I was under groundless suspicion, and that I would leave immediately. I asked the way out, and was shown a narrow walk-way besides the Customer Services counter. It was blocked with trolleys and a Sales Assistant made a real show of moving them out of the way for me. By this point I felt very hot and embarrassed and my face must have been bright red, other shoppers were around, in the entrance way and the tills behind where the had to walk to exit and I felt just awful, especially as I had done nothing except want to shop at your store, which I assume you want people to do, do you not?

After I had left, I had to visit Staples across the retail park, and when walking back over the car park, I happened to catch up with the initial sales assistant who had obviously just finished work and was walking home. I had to walk quickly, as I needed to go to University, (Bolton University’s Chadwick campus is just down the road); and I ended up over-taking her. It is necessary at two points along the road exiting the retail park to stop and look to cross two roads, one is a supply road to your store which people use to turn around in and one is the road into the Burger King drive-thru. At the first road, your supply road, I stopped and looked, and your sales assistant walked right into me. She wasn’t talking on a mobile phone, or looking down at the ground, so I couldn’t imagine how she hadn’t seen me stop, but I assumed that it must have just been a mistake. She said nothing, not even apologising. I then stopped to cross the Burger King drive thru road and again she walked right into me. Again she didn’t apologise and she gave me an awfully dirty look. I cant imagine someone being so clumsy as to walk into someone twice, so I can only assume that your employee who had treated me so badly previously, then went on to walk into me twice on purpose, both because I had a shopping bag and I wanted to shop in your store. I sped up, so she couldn’t walk into me as I crossed the road to the main road, and eventually we parted, as I wanted one side of the main road, and her, the other, yet she kept giving me dirty looks, until she had to turn off the main road and she could no longer see me.

I shop in your store regularly, and I have never had any such trouble before. I can only imagine that these three women, (particularly the one who kept walking into me); were having a bad bay and decided to take it out on me. I felt so embarrassed to be accused to being a thief when I have never stole anything in my life and would not dream of doing so, ever. I am deeply hurt by your staffs’ actions and still feel very upset every time I think about it. I don’t think I should ever want to return to a store that treats customers so poorly the second they walk through your doors. I do, however, want yourselves to do something about this. I feel that this situation will not be resolved until I receive an apology and some compensation for making me feel so awful for no reason.


Thank you for taking the time to read this letter, and to respond to it.

after waiting a month, i emailed then telephoned, today i got thsi response:


thank you for your letter of advising me of your comments following your recent visit to our bolton store. Firstly i would like to apologise for teh delay in responding. You letter was not recieved to this office until 18th april.

I have had teh opportunity to discuss your concerns with teh store manager of our bolton store who has undertaken to ensure taht we do apply our approach on bag deposits in a consistent manner.

our approach to bag deposits has been developed for teh safety and security of our customers and products and is a procedure we have operated in all of our stores since we began trading. many of our customers prefer to leave their bags with us while they are shopping rather than rick leaving them in their cars or have the distraction of looking after them while shopping.

i am sorry that you have been upset by our team's approach to you. our store manager has interviewed his customer service staff and has been unable to identify the members of his team that you refer to. he would very much like to takle the appropriate action in regards to your compliant and has asked that during your next visit to teh store you identify teh staff members to him.

clearly we are sorry to learn of your unfortunate experiences, however, until we have fully investigated teh matter, your invitation for toys r us to compesate you is respectfully declined.

we look forward to hearing from you.


so ive just written this reply and we'll see what happens [COLOR]

Jacqui Ingram
Customer Service Manager
Toys ‘R’ Us Limited
Geoffrey House
Vanwall business Park
Vanwall Road
Maidenhead
SL6 4UB


Dear Jacqui Ingram,

Firstly, I would like to thank you for your eventual reply. I suggest that the contact information on your website be updated with the correct contact information for customer services, as in the future people may not want to send a letter, send an email, make a telephone call and eventually wait a month for a reply to a complaint that has already had them in tears.

I accept your apology but would like an apology from the staff members concerned, in particular the girl who kept walking into me. You suggest that ‘during your next visit to the store you identify the staff members’; you were assign that I wanted to ever step foot into that store ever again, prior to having this issue fully resolved.

Does the store not have CCTV? I have provided you with a date and time, 6:00pm on Monday 13th March. Perhaps the manager could check the tape that records the Customer Services desk for this date and time and that would help him to identify the three girls who were standing there, and who treated me so appallingly. Also, another clue is the fact that the girl who walked into me finished work not long after the initial incident, I couldn’t have been more than half an hour in ‘Staples’, so the manger could check the schedule or clocking-in machine for the staff member who finished around 6:30pm, couldn’t he?

I am partially satisfied with your response, at least I eventually got one; yet as you say so yourself, you have not yet ‘fully investigated the matter’. Please write to me again when you have done so, letting me know of the outcome as far as the staff members are concerned and what your company is going to do to prevent a loyal customer being lost forever.



am i being daft? i was just so upset and i dont want them to get away with treating peopel like that!