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 Toys R Us Exclusive Marketing
Posted Wed December 14, 2011 11:51 am, by Heather S. written to Dynacraft Industries
Write a Letter to this Company
Good Morning,
I am writing today with an opinion I'd like to share with you. You manufacture a bike known as the "Monster High Cruiser" which is a wonderful bike aimed for just the right audience and I applaud the creativity. My 10 year old fell in love with it immediately. The problem is that you have chosen to excusively sell this at Toys R Us. I avoid shopping at Toys R Us at all costs due to their lack of customer service, common ordering mistakes, poor return policies, etc. The only time I shop there is to purchase an exclusive product.
I have been trying, for a month now, to purchase this bike for my daughter. I have checked Toys R Us daily, spoke with store managers and customer service, been treated rudely while reps were looking for "lost" bikes, and wasted much time and effort, (and time is money) in an effort to purchase this bike for my daughter. Toys R Us is unable to tell me if they have more stock coming, if it has been discontinued, if it is back ordered, nor do they seem to care. It is listed on their website, and even went on sale last week - which was silly since as far as I can tell not one store in the Western states has one in stock.
While I applaud the product, I do recommend that in the future your purposes may be better served by NOT choosing to do business exclusively with Toys R Us. If the product was available at other stores Toys R Us would be forced to step up to the customer service plate, and consumers such as myself would have an opportunity to purchase this bike.
Thank you for your time in reading my complaint. I do hope that it can be forwarded to the necassary person or people who are responsible for making marketing decisions so they can take this into consideration for your business in the future.
Sincerely,
Heather Sorensen
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by Heather S. Posted Mon December 19, 2011 @ 11:55 AM
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Hey All,
Thanks for your feedback. I actually did receive a call on Friday
from the Dynacraft marketing firm responsible for this contract and a
follow up today. They were very interested in my feedback and shocked
to learn it was out of stock, as they believe stock is plentiful. I
did ask the question whether the contract was contracted by TRU to
Dynacraft for them to manufacture on their behalf and he said in this
particular case Mattel's trademark involvement played a key role also
in the marketing agreement. They were very thankful for the feedback
and seem to take it seriously. Score one for Dynacraft, at least I
know they value customer satisfaction! Hopefully they'll keep my
letter for the next "big thing". :-)
Thanks!
Heather
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^^^
by Jay S. Sun December 18, 2011 @ 6:40 PM
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by Jared C. Posted Thu December 15, 2011 @ 10:39 AM
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Excellent letter and the writer makes a good point.
Good luck finding the bike for your daughter.
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by E C. Posted Wed December 14, 2011 @ 9:27 PM
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Heather, if you're willing to buy online, I found this:
http://www.amazon.com/Dynacraft-20-inch-BMX-Bike/dp/B005PIKDSQ
I'd jump on it ASAP.
P.S. Google is your friend.
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Thanks TC
by Heather S. Wed December 14, 2011 @ 10:02 PM
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Wait
by Jay S. Wed December 14, 2011 @ 3:50 PM
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by Heather S. Posted Wed December 14, 2011 @ 4:35 PM
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To put this in a different light so you can possibly better understand
my reasoning for the feedback I provided to Dynacaft:
If you meet with a realtor to purchase a home. She provides you
excellent service and you are more than happy with what you offers
you. She refers you to a lender and says "I only work with this guy,
he's the best". You are treated poorly by the lender, rudely, can't
get answers, can't get your loan done, can't get him to answer the
phone... Do you provide feedback to your realtor of the service he
provides as her exclusive partner, or do you cut bait from both and
move on to a 2nd choice agent and lender? If she never knows he's so
poor, then how can she correct the problem for her own business?
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by Jay S. Posted Thu December 15, 2011 @ 4:29 PM
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True, but judging but the fact that they're sold out, I would say
Dynacraft is probably pretty happy with how TRU handled things.
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by franese Posted Wed December 14, 2011 @ 1:26 PM
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One of the best I've ever seen. Kudos to you!
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I agree
by Lisa H. Thu December 15, 2011 @ 9:32 AM
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by KenPC Posted Wed December 14, 2011 @ 12:41 PM
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This item was likely commissioned by TRU for their exclusive use. The
company probably makes the same model (or essentially the same) under
a different name and sold elsewhere.
You do have the opportunity to purchase the bike, you just refuse to
shop TRU. You can't blame the manufacturer for that
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Ken
by Heather S. Wed December 14, 2011 @ 1:23 PM
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yes but...
by KenPC Thu December 15, 2011 @ 9:14 AM
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SHARED LETTERS 
del.icio.us
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