Toys R'nt Us

[Hellenbach]

Not sure where to post this?
I am about to combust with rage about the poor customer service I have experienced from Toys R Us. Advice needed on what to do next.

In November I wanted to buy DS Christmas present early to be organised. The Toys R Us website said the item (big train and car track set) wasn't available for home delivery but I could click and reserve it and drive an hour away to collect it, not v convenient but only option. I collected it end of November.

Fast forward to Xmas eve. DH and I spent an hour setting up this flipping thing only to discover the train is broken and there is a car missing! Cue me crying into a large glass of Bailey's that Christmas is ruined! I emailed Toys R Us customer service dept at 11.30pm Christmas Eve to inform them. Then hastily wrote a letter from Santa to say sorry to DS that his train didn't work.

Luckily DS took it well and spent Xmas day pushing his train around the track whilst I seethed inwardly. Toys R Us replied to my email on Boxing Day to say it's nothing to do with them and I have to contact the store where I collected it from.

When the store finally answered the phone, yesterday, they said the item is sold out everywhere.

So, it is now 6 days after Christmas. Toys R Us customer service say it is nothing to do with them and the shop says there are no more trains in stock.

Aaaaaaaarhg!
Trading Standards??

Checking it when you got it?

Other than asking for a refund Im not sure what else you can do. If they haven't got the part they can't give it to you.

Had a similar problem this year with a gift which was so disappointing. All v well saying check, and I'm sure op will do that in the future, but that doesn't excuse the poor customer service now, does it?

No advice, but I do sympathise. I've had personal experience of their awful customer service. I refuse to set foot in the place these days.

Keep checking their website and as soon as it is back in you can return it for an exchange.

Toys R Us are well known for appalling customer service. Don't shop there again.

No advice just agreeing with you that they are shit.

Maybe a link to this thread might put a rocket up them and get them to help. Its worked with other companies

Have you actually asked for a refund?

TRU are horrendous.
I do avoid using them due to similar issues.

I'm sorry but you shouldnt need to check toys that are allegedly brand new in the box. Yanbu to be pissed off that Christmas was ruined, but if there are no more in stock your only option is a refund, or alternatively, box it up, stick it in front of the chimney for the elves to collect, and they can redeliver once it's back in stock fixed.

First of all, try every possible avenue to get a new one. Try amazon, e-bay, everyone on-line that you can. Get a new one first. THEN battle with TRU for a refund, as a second priority.

What was the toy? Give us a link or a description. MN is FABAROONEY at locating things, in this very situation.

Oblomov has a point! What is it?

Another Toys R Crap rant. We bought DS a bike for Christmas and paid them to assemble it. DH collected it and said to them at the time that the brakes felt too tight. They said that the weight of DS on the bike would loosen them (hmmmm)

So, Christnas morning we have an unrideable bike as the brakes stop the wheel going round as DS can't pedal hard enough. Gah!

Another Toys R Crap rant. We bought DS a bike for Christmas and paid them to assemble it. DH collected it and said to them at the time that the brakes felt too tight. They said that the weight of DS on the bike would loosen them (hmmmm)

So, Christnas morning we have an unrideable bike as the brakes stop the wheel going round as DS can't pedal hard enough. Gah!

We went into the one in Leeds the other day for Ds to spend a voucher he got for Xmas and I complained to the manager about the appalling young woman on the till.

I was worried about this happening to us so I checked all the children's toys before, especially the ones that I thought would sell out and become unavailable.

What a shame :( They should give you a refund straight away so that you can at least look for something similar.

I was in there yesterday - trying to sort out a baby chair I bought 4 months ago (£45) which started to bend and give way - the manager stood there and said she had no idea how it could possible bend and I must have been putting unexpected pressure on it.

I told her it wasnt of merchantable quality and wasnt fit for purpose and then said nothing. Let her flap and fret before finally offering me a credit note

Wankers

Whatever happened to the customer is always right, eh?

Toys R Us are shit and are on The List (next to WH Smith) of stores that would be lucky to survive the recession.

Toy r us in Reading has to have the worst customer service! Its terrible,nobody gives a toss.

Thanks for help, I have found a replacement train on Amazon. Learnt the hard way about Tat R Us

Yes, get your money back and buy it somewhere else.

I had to do with two bikes in a row.

Toys'R'Us - no thank you.

Good. Once new one arrives, and you are sure you are happy with it/all works, then you go and get a refund. Demand. And don't take no for an answer. Calm but very firm. Always works. I am FAB at getting refunds.

I am sure they are liable to refund you because the item was faulty. Is it possible you could contact your bank to see if they will initiate a charge back if they refuse to refund? You shouldn't have to but it's nice to have a back up plan.

Item was sold as working but is actually 'not fit for purpose'. You have evidence that this was discovered PRIOR to it being given as a gift (email will be dated).

I would go to your local store, ask to see a manager, take a look at this first so you know your rights.

They are wrong, you entered into a contract with them - you gave them money in return for goods that are of a satisfactory quality and fit for purpose.

You are entitled to a replacement or a refund - they are legally obliged to fulfill their part of the contract.