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 Exchange for Defective Toy
Posted Wed January 13, 2010 6:19 pm, by Melissa R. written to Toys R Us
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My brother-in-law bought my daughter a Dream Dazzlers Stylin' Guitar from Toys R Us for Christmas this year. She LOVES it - but 10 days later, some of the buttons stopped working. I looked up it up on-line to deal with them directly, and found out that Dream Dazzlers is a mark of Geoffrey, LLC which is a subsidiary of Toys R Us. (I also found another complaint of a woman who bought this guitar, and the same buttons quit working for her too) So I went to Toys R Us and I tried to do an even exchange, but they wouldn't without a receipt. (My brother-in-law didn't save it - I also tried to have them look it up with his phone number to no avail) Since it's made by Toys R Us, there is no way it could have been purchased elsewhere. The manager who dealt with me at the store was incredibly rude. He was not sympathetic or compassionate whatsoever. I did bring up the point that I could "in theory" purchase another one, and return this one. He reluctantly said "I guess you could", which was my plan, but the store was out of them anyways. This afternoon I called Corporate, and am waiting for a call back regarding manufacture information to try and get the guitar replaced, but seriously - this is ridiculous. So for now, my daughter is stuck with a broken toy, because my brother-in-law didn't save the receipt. I feel like stores like Toys R Us should have a more flexible return/exchange policy for things like this, especially around Christmas, and especially when it's a toy that is exclusive to their store.
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by sgagnon83 Posted Wed May 8, 2013 @ 8:47 PM
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buy a new one. take the broken one back and get a refund. DUH
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by cissy Posted Sun January 17, 2010 @ 11:06 AM
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TRU offers gift receipts and a perfectly acceptable proof of purchase.
If the Uncle had included this in the present(as I do)this would be a
non-issue and if the toy was under some sort of warranty (date
sensitive)case closed.
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by Donno Posted Thu January 14, 2010 @ 8:17 PM
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Blame the gift giver who didn't keep the receipt. You aren't to
blame, Toys R Us isn't to blame, your BIL is.
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by Melbenish Posted Fri January 15, 2010 @ 12:22 PM
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He probably thought he didn't need it as she LOVED the guitar and
opened it right away to play with it. He didn't think about the
possibility it would stop working and we would need to exchange it. So
I don't blame him. (well, I do a little) But he already feels bad
enough about the situation. Regardless, blaming him isn't going to fix
her guitar. He was sold a defective toy, so it's the manufactures
responsibility to replace it.
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by olie Posted Wed January 13, 2010 @ 8:40 PM
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They DID once have an extremely flexible exchange policy--as in no
receipt, no ID, just bring in the item, even if it's used or open.
Get actual cash back.
Sadly, people took advantage of this lenient policy. Our Toys R Us
closed over 5 years ago. While no reasons were given, it was located
within 100 yards of both Target and Wal-Mart. Both of which have
severely tightened their return policies in the last 10 years.
As you pointed out, you could purchase a new item and then "return"
the broken one. This would be between you and your Supreme Being, if
you have one. Or, just look at your daughter and know that you may
have taught her something from this experience, whether tacit or
expressed.
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