Inept Toys R Us Associates Inconvenienced My Family

I think you had a valid complaint. The web site messed up. But when
you ask for money, it sort of taints everything.
If you reschedule someone's appointment at your office, do you
compensate them?
If someone has a 2PM appointment but diesn't get in till 2:30PM, do
you wave your fee?
If a bill goes out incorrect and they have to spend an hour fixing it,
do you compensate them. I would guess no.
As usual retail operations are expected to be perfect.

I hope you hear from them. Your complaint albeit long is a valid one.
The first customer service rep "C" could have given you options
instead of being rude.

I hope "M" recieves her due accolades for a job well done. She
deserves this and more from this company for diffusing this situation.


As for renumeration that is doubtful but I think an apology from 'C'
for the ineptness in helping you would suffice.

Some of the other posters here have tried to claim your complaint was
not valid, however I think you have a justified complaint and a well
written letter. I would think that if something is broken, the website
and the stores should be able to work together when a replacement is
needed on the fly. They can be separate entities regarding merchandise
in general situations, ie. returns, exchanges, etc., but when you
ordered a crib for a visiting child, and it arrived broken, it would
make sense for you to be allowed to make an exchange at the store, and
let the store manage getting it back to the online warehouse.

And secondly, to those who say that "*Gasp* It's the end of the world!
No Crib!", its not necessarily the end of the world, but Allen WANTED
this comfort for his granddaughter, he ordered and paid for a product
on time, but it arrived broken. It's the principle of the thing- they
should figure it out for him upon his initial complaint. It shouldn't
be his responsibility to call around, they should take care of the
problem.

My point is- Allen was in the right. He did nothing wrong, was calm,
polite, and never did anything wrong that would make this his fault.
Babies "R" Us or whatever entity is doing business under their flag.
It's not like he ordered late or was rude in the process.

I hope you hear back and that you were able to get this taken care of.
And I do think you deserve an apology- if not from C***, then the
company at least. Even a nice generic letter with a small amount of
compensation, for example a gift card, would be a nice touch
considering that the COMPANY messed up, failed to meet the needs of
the customer, and did not provide comfortable accomodations Allen was
expecting for his visitors.

I'm sure your office staff was more than happy to devote hours of time
to your personal affairs. Did your patients get to listen in to the
speakerphone conversations, too?

As someone else suggested, your grandchild could have easily slept in
some other type of bed. You might have even had your relative try
*gasp* a Target or Wal-Mart for some type of pack-n-play or other type
of playpen for sleeping.

Wow, what a complete mess. There is no reason for the lack of caring
and common courtesy you indicate these people demonstrated.

I am surprised when someone from their own company "claimed" to have
contacted nine stores and none had cribs, you were actually able to
locate the crib in at least 4 stores.

Either the person who claimed to have contacted those stores for you
was less than honest, or there is quite an inventory mess going on.
Either way, I dont blame you for being annoyed!

Perhaps the OP offered to do this as a favor to his children and
figured having a couple of portable cribs would be a nice thing to
have on hand for future visits.

My parents bought a crib for use when they babysit their children
(which they do every Monday) and/or have them spend the night. My
sisters and I didn't expect them to do this - we both have Pack n
Plays and would've been happy to bring those over - but my parents
insisted.

I do think the OP has a valid complaint here. The website staff sounds
horrible, and BRU/TRU needs to know this is how they "handle" customer
problems. Personally, if I were BRU/TRU, I wouldn't want my name
associated with this lack of service.

I agree, you paid for a product and once you received it were unable
to utilize it because it was broken. They should have made a better
effort to help you out. Even if they could not get a new crib to you
in a time frame that was fast enough for your needs, at the least they
should have arranged the pick up and credit so that you could make
other arrangements. Since you were able to have this arranged by
another employee, it becomes obvious to me that, at least initially,
they were not doing all that they could.

To me it does not matter that this wasn't an emergemncy, and of course
the OP is happy that the baby is healthy and that they finally got the
replacement crib. IMO they should not have had to work so hard to get
it. The fact that things could be worse does not negate the validity
of the complaint.

I'm glad you took the time to send them feedback.

I agree with the other posters. And there was no "emergency." For
thousands of years, babies have slept without the comfort of a crib.
There *are* work-arounds in a pinch.

I don't believe you deserve anything. You got your crib, problem
solved.

You have a healthy granddaughter and a replacement crib.
Congratulations, you're luckier than a lot of people.

Nothing remotely near "horrific" happened to you and you don't deserve
any compensation. You got a replacement crib, which was all that was
owed to you.