Exchange Hassle at Toys R Us

The employee evidently misunderstood regarding the discount when it
came to exchanging the game.
It matters not who recieved the discount only that she was doing an
even exchange.

I am sure by the time your wife got to the store the manager was
overwhelmed with returns, exhanges and such so although his gruff "oh,
just give it to her" response was a bit rude she still recieved her
exchange.

Granted employees and management should be smiley and appear happy to
serve all their customers. I am sure had this been a not so hectic
time such as after Christmas the attitudes would have been less
severe.

As for an apology I personally think your wife does not deserve one,
but should they give it then I hope that makes YOU happy as you seem
to be more upset about this incident than she. Otherwise she should
have been the one writing this letter.

If BLOOMINGDALES was the store you went to and it was bought at.. why
is this letter written to Toys R Us? If Bloomingdales own Toys R us or
whatnot.. then that makes more sense... and I woulnd't know that
because we don't have a Bloomingdales in my area at all.

This was a well-written letter, and you're absolutely right - they
should have given you no hassles in exchanging it.

The only problem I have with this letter is the requesting of an
apology. That's just a pet peeve of mine on this site. An apology
does no good. You were able to exchange it, and the manager was
obviously wrong. You bringing it to corporate's attention is all you
needed to do.

n/t

Just be glad that they even offered to take it back the day after
Christmas. Here in Toronto because of Boxing day and how busy it is.
Most places here wont take returns till next week.

Toy's R us has a CREDIT CARD??????

I think this manager doesn't know his own policy!

I purchased 3 games for my son when they had the buy 2, get 1 free
sale in October. My son later casually mentioned he wanted a
different game than any of the three I had purchased. So I took it
back and exchanged it, unopened, for a completely new game,even though
I had gotten a discount.

So right there, this manager got it wrong.

And I have NEVER heard of refusing to exchange a defective game
because of a discount. Defective items get marked out of the system
anyway and have no bearing on sales or inventory, so I'm not sure why
he would say that.

I hope they straighten that out for you, otherwise, I think that's a
BIG detractor for getting their credit card if people are going to be
penalized for the discounts they receive.

Will the apology mean anything if it's been provided in response to a
demand?

Other than that, you're completely right: They should have allowed
her to make the trade without any hassles. But this is HER complaint
letter to write.

Michael,

They should have honored an exchange for a like item whether or not
the original was purchased at a discount or full price.

Your statement that you have been shopping at ToysRUs for over forty
years made me feel old so I checked their website..they have been
around for over 60 years. Now I do feel old.

BillR.

They should have done the exchange no problem. That being said, your
WIFE was the one there and you have no idea of her mannerisms at the
time. You are only giving HER side of the story.

I agree with you. No matter the conditions under which you purchase a
new, unopened item, if it doesn't work you should be able to trade it
for one that does.

I hope that these employees were mistaken about the policy and that
the correct policy will be communicated to them, because this is
ridiculous.

I'm unaware of any policy at Toys-R-Us that does not allow an even
exchange when a discount occurs with the original transaction. I
certainly hope that's not the policy.

I agree with your letter. A discount should have no bearing on a
straight even exchange.