Incident in your Oceanside/Carlsbad CA store - rude manager with return

Posted Fri September 8, 2006 10:59 pm, by Bob N. written to Toys R Us

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To Whom It May Concern:

I have never been treated with such disrespect and so rudely than that on the day of September 1st 2006. I am appalled at the lack of customer service that Toys R Us is becoming known for.

On June 30, 2006, trying to be ahead of the summer rush, I bought an Aqua Brand- pool, retail 229.99. I paid for the balance of that day's purchase with the rewards of my T r Us credit card, which I approximately spend about 20k a month on for business. The pool was set up a little after the 4th of July and about three days after set up we discovered a leak. We had gone through the process prior of deciding to get the extra insurance through Toys R Us, only to discover that after three different stories from employees of the store that the insurance only covers seam rips. So I called the store of purchase (Oceanside)where I was told by an employee on duty that there were no pools in stock. I was then told not to worry that I had 90 days from date of purchase to return it.

We went in a handful of times for miscellolaneous items and were never able to find the exact match of the pool we bought. Feeling we were going to fall out of our 90 day limit and be left with a leaking pool. I had my neighbor come over and help me pack up the very large and heavy pool for return.

Please here let me note that I have in the past three years had three back surgeries, that have left my right leg partially paralyzed and have rods that hold my spine together.

I bring my item back to the store, where the clerk rings it up without question but has to get a manager approval. I would say this is where my trouble began. The manager wwwwww came out already shaking his head and informed me this is going to be awhile. He then proceeded to get on the computer and look the pool information. After twenty minutes of waiting, he looks over at me and questions me as to why I am returning the pool. I then explain the above statement. The manager kept me waiting another 15-20 minutes, then after now being at the store for almost an hour, he tells me he does not want to deal with this, that I should take this back to the manufacturer. I then informed of the call I had made and that I was a disabled patron. He insisted he would not help me nor would he give me his name or district manager's name. He told me to call the 1-800 and to leave his store immediately.

He also noted that is was up to him and his discreation on returns and read the poster to me with sarcastic undertones. My receipt, which is what I take home and go by, reads that I have 90 days backed by the fact that I called your store prior for confirmation. I do not work for Toy R Us nor should I I be held to policy that is not informed to me by either an employee or your receipt at time of purchase

So now already having back spasms and a ill temper I have my wife call surrounding stores. On her first try she is told the only pool they will not return is the Six Flags pool. (Which I have my questions about there too, why do you sell a pool that is known to be a faulty one only to not return it. Do you inform each customer as they are buying this.)So I returned the pool basically 45 minutes later at a different location. But to have drive 70 miles out of my way because some night manager had customer service issues is ridiculous

I expect a full apology and retribution for this ill decision made by a Toy R Us employee. I should not have to walk into a children's toy store to be made to feel like a homeless person off the street.

We have a corporate credit account with Toys R Us, and have spent over $115k so far year to date. Based on this incident, we are likely cancelling our account, and taking our business elsewhere.

I look forward to your reply.

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Re: Incident in your Oceanside/Carlsbad CA store - rude manager with return by koz Posted Mon September 18, 2006 @ 12:26 AM why play the "disability" card - you already get the best parking spots and the biggest bathrooms - what more do you want??? Reply Re: Incident in your Oceanside/Carlsbad CA store - rude manager with return by tickytack Posted Mon September 11, 2006 @ 8:23 AM "Please here let me note that I have in the past three years had three back surgeries, that have left my right leg partially paralyzed and have rods that hold my spine together" And this is relevant, how, exactly? Oh.... I get it. The pity card. Reply Re: Incident in your Oceanside/Carlsbad CA store - rude manager with return by Leanne L Posted Sat September 9, 2006 @ 10:33 PM It sounds like you followed procedure but when the manager took too long, something happened in conversation that made him ask you to leave. You do say you have a bad temper. Now I wasn't there but it sounds like you were upset, with good reason but if you yelled at him with more than just normal frustration that might be why. However that isn't discussed here. I'm not sure why he wouldn't give you the managers name. Usually they are hiding something, so on that note it's possible something else was happening there too on his part. I'm glad you did get to return it after all your efforts and they made good on it for you but yes, it should not have taken all that effort to get it finally taken care of. Reply The irrelevance of disability by calm Sun October 22, 2006 @ 11:03 AM Re: Incident in your Oceanside/Carlsbad CA store - rude manager with return by *Brenda* Posted Sat September 9, 2006 @ 11:30 AM What did the poster say? Reply Re: Incident in your Oceanside/Carlsbad CA store - rude manager with return by Cass Posted Sat September 9, 2006 @ 10:29 AM I find it a little hard to believe that the manager started processing the return, kept you waiting for an hour, and then decided he "didn't want to deal with it". Are you sure he wasn't checking the returns policy or contacting the manufacturer of the pool, only to learn that the pool could not be returned? After all, you did have it in your possession from June to September. As the previous poster states, it does seem odd that you had it for the whole summer season and then tried to return it. Reply If you read the OP's letter by DK Sat September 9, 2006 @ 12:20 PM Normally by tickytack Mon September 11, 2006 @ 8:24 AM I always wonder why people mention having an credit account by DK Mon September 11, 2006 @ 10:29 AM for me it's because by Cass Mon September 11, 2006 @ 4:14 PM Re: Incident in your Oceanside/Carlsbad CA store - rude manager with return by ed wilson Posted Fri September 8, 2006 @ 11:29 PM You buy a pool in June - you have trouble with it in July, but you don't return it till September. Whether it's the case or not, it looks like you used it all summer then brought it back. What does being disabled have to do with it? You got the pool home with no issues. Reply