aibu to complain to toys r us head office

[rdmommy]

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

[tigitigi]

Hmm - if they are offering it and have not been bothered to take down a sign (with no expiry) they should honour it.

I would not only write to head office but make sure that the directors are copied in on this complete with the name of the store manager.

I would have refused to take without the item and stood at the checkout until they returned the money to my card, then taken photos and written straight to the directors.

[iwastooearlytobeayummymummy]

I'm amazed that Toys R us are still treating customers illegally

I've re calculated and reckon they have lost nearer £50000 over the years from my stance

Result!!

[Superfly]

Will never ever shop in Toys R Us again.

Bought my DS a toy motorbike, which fell apart within hours. Took it back to our nearest branch (not the one we bought it from) to see if they could do anything. I didn't want a refund - just an exchange, they said no, because I had no receipt. I asked them if they could get in contact with the branch I originally bought it from - as they could verify that I had bought it (by card) they refused and accused me of being abusive.
I did not use offensive language, or raise my voice - I just questioned their policy on returned or damaged goods.

In the end I had to walk out - as the no doubt young and inexperienced 'manager' could not cope with being asked questions regarding my money, my goods, or even the Head Office address and was near to hysterics.

You pay peanuts...

Glad you got a refund though!

[Tiredmumno1]

I wont shop in toys r us, i hate it. smyths is great, and usually cheaper.

op glad they refunded you though, you are very lucky

[ApocalypseCheeseToastie]

Me and my friend once spent well over £600 between us in toys r us, after scanning all the stuff we asked the girl for a taxi number, after getting our heads bitten off.....we dumped the whole lot, told customer service desk on way out too, advising them to make sure she put it all back.

Much prefer toymaster

[leeloo1]

Just as well they did give you it for free - I know from bitter experience that you only get a credit note in toys r us, not a refund, so taking all the toys back there would have been a bitter disappointment!

[iwastooearlytobeayummymummy]

I complain better than I type

[MsSparkle]

The price that is advertised in the store is the price you pay. If they have a sign up advertising that you get a free spaceship then they have to give the free spaceship to the customer until they take the sign down. And if the sign isn't removed when the offer is finished and the sign had no end date on then tough titty to them, they are still obliged to give you that offer.

[iwastooearlytobeayummymummy]

It is with great pleasure that I have boycotted Toys r Us for 21 YEARS ever since they sold me a very dangerous push along toy for my first daughter that had a spike poke out of it, after just 2 weels of use.
When i returned it they treated me so badly, refusing refund etc that i called trading standards and they investigated this incident

I went on to have 3 more children and 10 nephews and nieces, plus god children and of course childrens' friends to buy toys for and they didn't get a single penny from me ever again.

As a reult of their appaling attitude they probaly lost £20000 in lost sales over the past 21 years

[missmoopy]

Wow, well done!

[Dexterrocks]

Fantastic!

[lborolass]

Well done - good result, more power to the consumer.

[rdmommy]

thanks for your respponses guy, called them this morning and said how embaressed i was, gave my receipt details and toys r us card details so they could see how much i'd spent and they have refunded the amount for the spaceship!!! result

[missmoopy]

infamous I meant

[missmoopy]

Toys R Us are infamour for awful customer service. Complain, but don't hold your breath!

[Jumpty]

It's not about contract/invitation to treat. It's a sales promotion and therefore covered by the CAP Code (Code of Advertising Practice). While the poster is up, they should abide by their promotion. You can complain to the Advertising Standards Authority or Trading Standards.

[pjmama]

They did a similar thing to me. An item had an offer sign on it saying it was half price - took it to the till and got charged full price. Apparently the offer had ended that morning and they hadn't got round to taking the sign down yet. No apology, just shabby and slack IMO!

[whensitgunnahappen]

An offer, price or promotion is just an invitation to purchase. It can be withdrawn at any time. But all said product must be off the sales floor for 24 hours and re-priced or re advertised. However. Normally If you complain you may get something as a good will gesture. It's worth a try. X

[TheChamomileLawn]

I have had similar with tesco and the also honoured the offer.

[rdmommy]

it says something when she sent a customer service bloke to go and check and he waved his hands to say there wasn't one there and then when i took the manager it was there it was hidden and was a rather large sign. where do they recruit these people!!! look with your eyes!

[lborolass]

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.

[rdmommy]

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!

[eviscerateyourmemory]

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

[Jumpty]

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

[Dexterrocks]

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!