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aibu to complain to toys r us head office

(45 Posts)
rdmommy Tue 30-Nov-10 20:37:49

today i wen and spent £240 in toys r us, i bought £50 worth of peppa pig products and expected to get the free spaceship as on the aisle there was a promotional sign saying this was the case.

at the till, they said it had finished yesterday, the store manager sent one of the customer service over to see if it was there, indicating that i was in some way lying, he came back and said it wasn;t and i was livid, anyway i took the store manager over to where i had seen the sign and it was infact still there, she took it down and said that because there was only one sign indicating the offer then she was obliged to give me the said discount and gave me head offices details.

what would you??? especially as she made me look like a liar to all the people in the queue. cow

rdmommy Tue 30-Nov-10 20:38:59

sorry that was meant to say she wasn't obliged to give me the discount

parakeet Tue 30-Nov-10 20:39:14

you got the discount - forget it

rdmommy Tue 30-Nov-10 20:39:52

i didn't!!! it was a spelling error

parakeet Tue 30-Nov-10 20:40:02

Ah - well if you can be arsed to go through with it, you might get the discount.

ICouldHaveWrittenThis Tue 30-Nov-10 20:40:05

I would have taken my business elsewhere and complained to trading standards. I also would have taken a picture of the notice.

Was there a date on the sign saying when the promotion finished?

taintedsnow Tue 30-Nov-10 20:40:25

Did the sign have a date on it?

She handled it badly, although IME the customer service you get from Toys R Us is generally a bit shit....

parakeet Tue 30-Nov-10 20:40:35

Hey, I typed out my first message before your correction had gone up.

rdmommy Tue 30-Nov-10 20:41:24

icouldhave- no there was no date on the sign, i didn't take a photo i wish i had now but they made such a spectacle of me first making me feel like i was lying

Panzee Tue 30-Nov-10 20:41:29

Probably "computer says no" on the till. She gave you the head office details so you could bypass the system and get the discount. So just write a polite letter and explain the misunderstanding. I'm sure the spaceship will arrive in the post.

Or go back and get a refund from all the stuff you bought, and buy it somewhere else.

rdmommy Tue 30-Nov-10 20:42:09

thanks parakeet- i need to spell check or at least read what i've written.!! grin

Simbacatlives Tue 30-Nov-10 20:42:38

She was obliged to give it to you. Should have photographed it in situ and threatened trading standards.

perfumedlife Tue 30-Nov-10 20:43:35

I loathe ToysRUs, no customer service to speak of.

Complain, and return all the toys too if you can be bothered.

rdmommy Tue 30-Nov-10 20:43:42

panzee- no this was the store manager who made me feel crap, the cashier and the cashier supervisor said that they never give anything away there once the manager had buggered off, and said that they would have just put it through but they would have been pulled up, she was so rude to me, the cashier was lovely mind

ICouldHaveWrittenThis Tue 30-Nov-10 20:44:07

I would contact head office, explain that the promotion was still advertised, and that you were made to feel very uncomfortable by the store manager. Tell them what you expect in your complaint, (ie ask for the discount that was promised to you)

it'd be one thing if they'd left the sign up and it had a date on, but if it didn't

Oh, make sure you keep your receipt

lborolass Tue 30-Nov-10 20:44:20

The manager is correct, legally they don't have to give you the discount - they aren't obliged to sell you anything at any price but there's nothing to stop you speaking to the head office and hope that they make a goodwill gesture.

I'd take the tack of disgruntled customer rather than being arsey about the sign (not saying that you would but in this case I think a more gentle approach might work)

Panzee Tue 30-Nov-10 20:44:21

Then why are you asking? Just write to them.

Simbacatlives Tue 30-Nov-10 20:45:37

Had they sold you the goods- put the rest through the till and paid?

rdmommy Tue 30-Nov-10 20:46:26

i will, i have the compliment slip so will ring tmrw, can't be arsed to compose a bloody letter, i wasted two hours of my life in there today grin

rdmommy Tue 30-Nov-10 20:47:10

they had put everything through the till and i queried the amount once they asked for my card.. why do you ask?

Dexterrocks Tue 30-Nov-10 20:48:39

I have had this in shops before. If there is a sign making the offer then they are obliged to give you the offer.
In Toys'r'us we have had trouble with the Sylvanian deals 2 years in a row. Both years they have offered a free family if you spend over a certain amount. My parents (with 3 grand daughters and my cousin's 2 girls) have done this both years. When they get to the checkout they have run out of the family on offer.
Both years we have had a big fuss with me being sent back to check there aren't any more of the family in question before we are allowed to take an alternative family.
I know we get what we want in the end but surely they could be more tactful. My parents would be too embarrassed to make a fuss and would just leave without the deal. It is only because I am there that they get their freebie.
There must be other people who choose to spend more on one type of product because of the multi buy deals and are then too embarrassed to make a fuss and "lose" money because of it.
It does make you feel like you have done something underhand when you have to make a bit of a fuss at the checkout.
As long as you do get the deal it is worth the shame. If not you need to kick up a big stink!

Jumpty Tue 30-Nov-10 20:49:01

She was obliged to give it to you. Complain to Trading Standards - it's a false promotion.

eviscerateyourmemory Tue 30-Nov-10 20:50:31

Toys r us are rubbish. Probably worth complaining if you can be bothered though, they might send you the spaceship and/or some vouchers.

rdmommy Tue 30-Nov-10 20:53:43

i bought it anyway, i felt bad for my dd2 she wanted it anyway. ! vile i won't grace the aisles again i tell you!

lborolass Tue 30-Nov-10 20:54:17

I'm not a lawyer but no shop is obliged to sell anyone anything - if you google "invitation to treat" you should find an explanation - its a common misconception but definitely not true.

I don't shop at toys r us but at most supermarkets the special offer signs have an expiry date on and the tills will be programmed accordingly.

Having said that I have had a similar situation in the co-op and they did honour the cheaper price.

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