Exchange Hassle at Toys R Us
by Michael C. - Posted Thu December 27, 2007 @ 12:00 PM
On December 26th my wife went to the Bloomingdale, IL store to exchange a Guitar Hero game which was given to my son as a Christmas present from my brother who had provided a gift receipt. On Christmas eve my son attemted to use the game and it would not work. At that time we hooked up my nephews Guitar Hero which he also had received as gift from my brother that same night and it worked fine.
Upon bringing the game to the Bloomingdale store my wife was advised that since the game had been opened she would only be able to return it for the exact same game which was not a problem as the store had some in stock. This is where the problem begins, my wife was told that she could not make the exchange as my brother had received a discount when he made the purchase which should have no bearing as whether or not there should have been an even exchange, after being told a couple of times by the clerk that she would not make the exchange without my wife paying the difference my wife asked for a manager who after the same conversation finally told the clerk to "Just give it to her" in a rude mannerism.
I have been a customer of your companies going back over forty years when you were known as Bargain Town and tell many stories of having gone there with Birthday money to pick out presents, we have purchased many bicycles, Power rider toys, swing sets and numerous other items from your company and this recent turn of events has proven to be very disheartening.
In addition to being a long time customer we used to purchase a high percentage of our clothing needs and gifts from clothing store while it was located next door to this same Bloomingdale, IL store.
I have spoken with my brother and it appears that he was awarded a discount when he applied for one of your credit cards, although the discount was appreciated the hassle that discount caused was not only unwarranted it was very detrimental to a relationship with people who have the choice of shopping elsewhere.
I am not sure of your current return policy however if a product is purchased with some kind of a discount whether it be a coupon, special sale or a promotion like the credit card reward should have no bearing on the customers expectations for the product to function and if it does not they should be able to make an even exchange and not be expected to make any payment.
I can tell you that my wife is seeking some type of an apology from your company.