First and Last Trip to Toys R Us

I wuld have just bought the stuff anyways and then called the Customer
Service number and explain to them what happened and the bad service
that you received! They probably would have sent you a $100 gift
card.

Wow, so seeing the delight of your toddler wasn't worth a $10 gift
card, which you didn't receive because YOU forgot the coupon? The
hassle of returning and re-buying all those items, which you
presumably wanted or needed in some fashion, wasn't worth $10?

It's ten freaking dollars. There are some promotions that managers
truly can't just hand over to you. And also--IT'S TEN DOLLARS. I
truly don't understand how someone can spend over $300 in a day at one
store chain, then get so upset over a $10 promotion.

They didnt have any fliers in the store with this coupon in it???? If
this guy had any idea of how much more this $10 gift card would have
created for his store he would have just honored it. Especially since
gifts card guarntee a future purchase in the store, hince the reason
why companys run these type of promotions, he would do it.

Umm, so what exactly was accomplished by buying $300 worth of
merchandise and then returning it because you disagreed with store
policy? And all for a ten-dollar gift card? Wow.

Really, I'm sure Toys 'R Us will not go under because they lost one
customer's purchase. Also, if I may ask, why are you asking for a free
gift card in your letter? You did not spend 75 dollars - you returned
everything, so, therefore, you actually spent nothing. And if you
don't ever intend to shop at Toys 'R Us again, why are you asking for
a Toys 'R Us gift card to make up for those meanie-head employees
following the rules?

Free $10 Gift Card with ANY Purchase of $75 or more

Offer valid 10/26/08-11/22/08 WITH COUPON. Gift card valid on your
next visit. Gift card expires 12/31/08 except where prohibited.

In store only. Purchase of $75 or more excludes diapers, formula,
gift cards, video game hardware, Apple iPods, computer laptops, Kiddie
Kandids, Motherhood Maternity, assembly fee, Buyer Protection Plan,
breast pump rental fee, delivery fee, and shipping and handling. One
coupon per guest. Not valid on prior purchases. COUPON MUST BE
SURRENDERED AT TIME OF PURCHASE. Only original coupons accepted. Void
where prohibited. See back of gift card for terms and conditions.
Valid USA only. cash value 1/100 of 1 cent.

Wow, all this over a $10 gift card? You do realize you spent way more
than this in gas. I don't think that you being so stubborn in this as
to return everything made any sort of point with the manager, after
all she simply didn't care. What you could have done is contacted
some higher ups when you got home and perhaps got it resolved that
way, and while you were at it complain about the manager that was not
so nice.

I'm gonna have to side with the OP on this one.

I have this sneakin' suspicion that the conversation with the AM
probably got a bit heated on both sides (explaining the request to
call the Manager), and I further suspect that the AM just kind of dug
her heels in because she was a bit miffed.

At the end of the day, though, it was a coupon that was pretty readily
available (or so it seems from all of the comments). I'm pretty
certain had the AM explained the situation some drawer balance time,
everyone would have understood (especially given that everyone's
retail sales are in the dumpster).

It would appear, however, that the conversation got way out of control
and ended on a really sour note. While I personally think the OP
overreacted a bit by spending all of the time to return the
merchandise and then go reshop for the stuff somewhere else (probably
more than $10 worth of time), I understand her wanting to make a
point.

Hope the corp guys step up and apologize.

Often times, when stores run promotions like this, they have to have
proper documentation in order to support giving out the giftcards.
The easiest way is to have you give them the coupon, they would then
reconcile it at the end of the shift. This would be a way to ensure
that employees are not stealing giftcards. While they could have
explained it better to you, you are unfortunately not being very
reasonable when you expect them to make an exception when you lose the
coupon. I feel for you, but you shouldn't have lost the coupon. They
are under no obligation to give you the free gift card without it.

It is an MARKETING OFFER! O-F-F-E-E-R...not a coupon. It is NOT for
one item. It is for a gift card. THIS IS NOT A CAN OF SOUP...IT IS NOT
A PUZZLE OF A GAME. THE AD IS TO GET YOU IN THE STORE TO BUY TOYS.
NOT one ITEM. BIG BOLD LETTERS ON THE FRONT OF THE FLYER...SPEND
$75.00 OR MORE AND GET A $10. GIFT CARD! Then on the back it has a
coupon, ON THE BACK! It says nothing on the front about the coupon!
You have to get to the back page! This is NOT a grocery store with a
$.25 cent coupon. I get that. THIS IS AN OFFER TO GET YOU IN THE
STORE!!!! Grocery stores DO NOT OFFER TO GIVE YOU THE .50 cents back!
THE GROCERY STORE COUPON IS FOR THE PRODUCT! The coupon was NOT, NOT
NOT for a product. Why do you NOT get this! I work for a large Corp.
my job IS to satisfy my customers,keep them satisfied and to keep them
coming back. I am a manager and its also my job to motivate and train
employees. I have already used this example yesterday in a meeting and
since everyone in the meeting understood the concect of the MARKETING
Toys R Us used to get me in the store. ALL 12 PEOPLE SAID...THEY
SHOULD HAVE GIVE HER THE CARD. Several people used the same senero
about how it would have yeilded more sales as the $10. card won't buy
much and the customer would have returned. I did NOT say it was me
who did the shopping. It is NOW a training tool for employees at my
company. You people have no customer service skill and most of all
have no understanding of WHY Toys R Us sent out the flyer. ITS TO GET
YOU IN THE STORE TO BUY OVER $75.00 WORTH OF TOYS!!!

The total cost of the gift card to them was 3.07% of the purchase.
They drag you in with an advertisement, just as they market they
should follow up with Customer Service for them NOT to give a $10.00
gift card because they CAN"T or WON'T is just stupid. The gift card
would have created even MORE of a purchase instead it created a lot of
bad feelings and loss of a customer. Toys R Us SHOULD have given the
$10. card, no if's and's or buts!!!

Sorry, but I think this is your loss. I love Toys R Us! It's a great
store. Too bad you are not going grace their presence again because
YOU lost your coupon. I've done the same thing before, lost coupons.
Yes, it bites, but I suck it up and move on. Either that or I put my
purchases away and come back with a new coupon later. I may have
asked about the gift card, but if the answer is no, the answer is no.

Where did my comment go?

I dont know what Toys R Us's policy is but When I go to the
supermarket stop and shop to be exact and I forget my coupons at home
(usually with my shopping list) I just bring my receipt with the
coupons back to the store the next time I go shopping and as long as
the date on the receipt is before the coupon expires they just do an
adjustment at the customer service desk. I know you said you live far
away from the store but you also said you got some good deals so I'm
sure you would have went back for more great deals. I know exactly
what coupon your talking about I have like 6 of them in my wallet.
They came in the mail and were attached to the flyers in the sunday
paper plus my neighbors that werent using them gave me theirs. I'm
sure if you asked the people you know they would have had one they
might have let you use. I just think its a shame. My son gets so mad
when he cant get something from the toy store I cant imagine buying
all this stuff with him there and then having him watch me return it
all over ten dollars. That would have been more of a headache then
anything else...

That is a good point, but usually with those kind of offers you find
in the fine print that they are not eligible on prior sales.

I have to ask: Suppose you went to the store, the items you wanted to
buy added up to $164, like you said. Just then you realize that you
didn't have enough money. You thought you did, but you now realize
that you only brought $154 with you. So you are now $10 short. So
you beg and plead for them to let you slide, and somehow (in theory)
they succumb to your pleas. Guess what just happened? The cashier is
now $10 short on his/her till. Guess what happens when that cashier
ends his/her shift? They will now have to pay back the $10 out of
their own pocket (or paycheck). How would you feel about that?

The coupon is no different. For everything paid out of a cashier's
till, there has to be something to represent the equal amount of
money, whether that's a check, a charge, or a coupon. Like a
checkbook, it has to completely balance out by the end of their
shift.

And like another poster said below: How dare you demand that they
call the manager on his day off!! Do you know what working retail is
like? It can be a nightmare, and any day off is not only
well-deserved, but a psychological and physical relief. If someone
called me on my day off over a lousy $10 coupon, I would be HIGHLY
P.O.ed.

The customer is not always right. In fact, they're quite often wrong.
And in this case, YOU were the one who was wrong, so you need to suck
it up and accept the responsibility.

So, you got bargains and discounts and had a tantrum over a $10 gift
card? The gift card is valid from 12/1 to 12/31/08. That means, you
would have had to wait weeks until your next day off and drive about
100 miles to use it.

I'm wondering if your coupon was from a flyer in a newspaper? If so,
sometimes the store carries that flyer on hand and the manager could
have had a flyer laying around and just given one to you. Maybe they
didn't/don't, and maybe the employee wasn't aware. When I've
forgotten coupons at Michael's for example, there have been occasions
where a nice employee would hand me a flyer. It also depends on your
approach though too.

I just got a 10 dollars gift in my mailbox from Lone Star Steakhouse
and Saloon. It reminded me of you instantly.

Part of the cover of the card says "But whatever you're having', From
Sweet Bourbon Salmon,To Salad or Sirloin 'm Shrimp, It will taste all
the better If you just remember To take with you ....This Ten Dollar
Gift. Even goes on to say will not be replaced if lost or stolen.
Such a novel idea. Give the customer something and all they have to do
collect is follow the instructions and you reep the reward.

The only thing they left off that might apply to you is if the manager
is off duty we will not call him or her at home for you in attempt to
get special treatment.

Someone else asked below about your child. Just how did you explain
the return of everything to her.

OK, I totally agree with the decision to not call the store manager on
his day off. Esp. since you were going to ask for a favor.

I also think you are over-reacting, and I'm surprised you'd let $10
ruin what sounded like a fun day for you and your child. I can't help
but wonder how she felt watching all the toys be returned.

Bottom line, yes it would have been nice if they could have made an
expection for you, and probably would have been good from a business
standpoint, but they had NO obligation to do so, and the fact they
didn't doesn't make them a bad store.

"I have been in Customer Service successfully for 28 years and could
not believe that they do not empower an Asst. manager to give out a
$10.00 gift card."

Different organizations have varying levels of rigidity regarding who
is allowed to issue appeasements for customers, and how much. My last
customer service position was in the corporate office of an online
retailer. There were strict guidelines in place for supervisors and
managers on the call center floor for issuing appeasements, and a
supervisor or manager was not - WAS NOT - allowed to exceed them. No
judgment calls - the rules were the rules. Is it the best way to run
an organization? Probably not. But the employees you dealt with were
telling you the truth when they said there was nothing they could do.


I'm sorry you were disappointed, and I'm sorry you returned all your
purchases. It sounded like you could have gotten some great deals.

I am with Dunno.....If I don't have the coupon for whatever reason I
do the same thing and say well missed this opportunity.

How dare you request the store manager be called at home over a 10
dollar coupon. That is just RUDE Beyond words.

You screwed up by loosing your coupon. You didn't say Toys R Us stole
your coupon. You misplaced it or perhaps used it at Babies R Us as
someone else suggested.

You don't get to keep the gift card I am sure if your returned the
entire purchase so why are you still asking for it? That would make
for a fraudulent use of the coupon I Think!

Unless the coupon said "this coupon not required to be presented at
time of purchase you are out of luck."

Anyway glad you got to sing the We are going shopping at Toys R Us.
Is that sung to the tune to Grandmothers House We Go? Seriously would
like to know. Never heard that tune before. Anyway glad you had fun
shopping. Sounds terrible that stores lacked associates that could
answer all your needs.

How dare a store require you to have a coupon. Wonder why they even
went to the expense to create the coupons in the first place. They
should just give it to everyone that ask. Silly Toys R Us. Sounds
like kids are running in.

of a coupon is to get you into the store and then jump through all
sorts of hoops to get some pithy prize.

You didn't jump through all the hoops - you failed to bring the coupon
(but as other's have pointed out, are you sure you didn't use it at
BRU and thought you could use it twice?)

Just because you didn't meet the criteria for the gift card and they
opted not to give in and give you what you wanted anyway does not mean
that they don't value your business.

on the coupon to be presented to get the gift card.

When I fail to bring something (receipt, coupon) with me when I go
shopping, I tell myself "how silly of you, now you won't be able to
complete that transaction." I don't understand blaming the
establishment for not making an exception for me. I honestly don't
get it, but that's just me.

How easy was it to get the coupon? Was it in one of the sales flyers?
When did the coupon expire?

Yes, it would have been nice to give you the card, but they didn't
have to.

Also agree with the assistant that would not call the manager on his
day off...because it's his day off and he's not working.

My question is why do you want a $10 coupon if you're never going to
shop there again. Plus, you returned everything so you don't qualify
for the card

But I do not think that, without the coupon, they owed it to you.

The problem is that if they do it for you and your $164.54, why
shouldn't they do it for someone who spent $164.53 or $164.52 and so
on until you get right back down to $75.01? I would rather a store
just say "You have to have the coupon" than try to fix a cutoff for
how much money you have to spend before you get the gift card without
the coupon. If they have a reason to use coupons instead of just
giving $10 gift cards to everyone who spends more than $75, I think
they have every right to enforce the rule.

But then, I like policies that are clear and unambiguous, because then
I know what to expect when I go to the stores. If a company requires
a coupon to get a $10 gift card, or a receipt to make a return, or
only gives store credit if you return something, or will not let you
change your travel plans once you have bought your ticket unless you
pay a fee of $150.00 -- or whatever -- and I know that that's the
rule, I know what I need to do in order to get what I want. Not
everybody feels that way about things, but this is my perspective.

Now that yo have made your stand and explained why, I wish you luck
and hope you find a toy store that better meets your expectations. My
first trip to Toys "R" Us was when I was 6 and visiting my cousins
(who went there *all the time*), and while I haven't been inside one
for years now (there isn't one convenient to where I live now) I will
always remember the thrill of seeing that much brightly colored
plastic junk in one enormous place (and also the air conditioning.
Back then, I found air conditioning to be very exciting). They earned
a very little bit of brand loyalty from me that day. You are probably
better off having not gone in there until adulthood. :)

In situations like this, you give the lady the 10 dollars. She had a
basket FULL of items.

Sometimes you have to make a judgement call. Yes it was her mistake,
but you also look at the loss of sales you could incur.


Good Day

I just don't get this. Why is it always the store's fault when a
customer is irresponsible?

I'm fairly sympathetic because I've lost coupons too. I've gone to
Target, Toys R Us, et al, baby in tow, spent a good amount of money,
only to come home and realize I left the stupid coupons on the table.
Or I forgot to pull them out of my purse. But in the end, the coupon
is not the store's responsibility; it's mine (in this case, yours).
And instead of blaming the store, I blame myself for not keeping
better track of my coupons.

Oh, and since you returned all your items from both stores, you did
not spend $75 and still are not entitled to the giftcard.

We're all different personalities, but I just feel like, even though
I'm a pretty pushy, dominant personality, I'd not behave this way
toward store employees over something that was my own fault. I'd be
mad at myself, but that's it. And I don't think I'd make a big deal
over a $10 gift card, but hey, it's a free country.

YOU lost the coupon. Not Toys R Us. You got a bunch of shopping done,
and probably got a lot of things on sale to boot. After taking such a
long ride, why didn't you just keep the stuff you bought, instead of
returning it out of spite? Yeah, you really showed them. You still
didn't get your way, did you?

I bought $350 worth of toys at Target the other day, when I got the
register, I realized I forgot my coupon for $5 off a purchase of $50
or more in toys. I just shrugged my shoulders, I was the one who
forgot the coupon, and I already saved a bunch because I bought a $300
toy that was on sale for $240.

Your "I'll show them" attitude never works, and doesn't solve a thing.
They couldn't honor the $10 back offer without the coupon that YOU
lost. Just think, if they did it for you, they'd have to do it for
everyone, even people who never had a coupon in the first place.

Sounds like they handled it badly, but I personally would not have let
a $10.00 gift card spoil my day. You were obviously enjoying your
shopping and were having a productive day. I would have still bought
the items and followed up my complaint with customer service.

Who knows, they could have responded to your satisfaction, given you a
gift card and restored your faith. It would be a shame to boycott the
store for this one incident.

You lost the coupon, what did you want them to do? Most likely
without the coupon there is nothing they can do since they need to
coupon to balance out the ledger, ie: 20 coupons in, 20 gift cards
out.