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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Toys R'nt Us

35 replies

Hellenbach · 30/12/2011 10:17

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??

OP posts:

scuzy · 30/12/2011 14:18

i'm sorry this happened and i know the parts should have been there but tis happens time and time again why didnt you check it in advance seeing as you bought it early giving you plenty of time should something be missing? will never understand this.

slowburner · 30/12/2011 15:11

Toys r us are next to fecking useless. They never have anything in stock, the staff are unhelpful, the floor is invariably dirty and I don't go anywhere near it if possible

CokeFan · 30/12/2011 16:35

We've just had to return a bike to Toys R Us. Got it in November for Christmas - went out for the first time a couple of days ago and the chain broke and fell off. Took it back the next day and they said they'd ring when it was ready. They didn't. We rang back and then went to collect it (at least 1 hour round trip each time).

Hopefully it will be ok now.

Tanith · 30/12/2011 16:54

If you paid by credit card, you also have a claim against the credit card company.
It should be an obvious refund as far as Toys R Us are concerned but, if you don't get anywhere, you can claim your money back from the credit card and let them sort it out.

I can't think of Toys R Us without being reminded of that brilliant rant by Bill Bryson: "Do their staff wear badges with 'Dick R Me' on them?!"

Insomnia11 · 30/12/2011 16:57

I had a right arse returning something faulty to them we'd bought online last Christmas so I do sympathise.

Insomnia11 · 30/12/2011 16:58

In my case I did check the toy when we bought it but it stopped working on Christmas Day. Eventually I received a replacement which has been fine.

Iscreamtea · 30/12/2011 17:02

Do people really unpack and check new boxed items they've bought as gifts for people? I would think it was odd if I got a present that had obviously been opened already. Surely you should be able to expect brand new stuff to be ok?

I'd pursue them for a refund and get a replacement elsewhere.

wfrances · 30/12/2011 17:10

im shocked - ive never had a problem with their customer service.
i rang them yesterday to let them know a rc motorcycle i bought in nov for xmas didnt work and was offered a replacement or refund straight away.the lady on the phone was very polite and explained the returns process clearly and was very apologetic that the item was below standards.

RhondaGotStuckInTheChimneyRoo · 30/12/2011 17:13

Reminds me, I had fabulous service from one of the staff in my store - he bent over backwards to help me find the item I was looking for (I was clueless, there were about 5 options ranging from £ to ££££). He helped me to decide on the best option and then as I was walking to the checkout he ran the length of the store to show me another option that he had forgotten about in our earlier discussion!

I've never had to take anything back there (touch wood) so can't comment on bad service - the good service I experienced was the first of it's kind but then it's the only time I have asked for help in the store.

SiamoNellaMerda · 30/12/2011 17:14

Tanith - how I love Bill Bryson!

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