Terrible Service at ToysRUs

I had a similar experience with the Babieis-R-Us customer service
dept. I received a pack of white carters onsies in size 6months, tags
still on. I wanted to exchange them for the 9 month size but was
rudely refused because I didn't have a receipt. It was part of a gift
given by one of my husband's customers so I was not going to ask them
for a receipt. I left the store and called customer service and went
online to file a complaint. I was given the same run around that you
were given. I don't understand why I cannot make an exchange for the
same exact item but different size without a receipt. It's an item
that they sell all year round.
My argument with them is that on the back of register paper, it
clearly states that a return can be made without a receipt as long as
you have a valid id. I wasn't looking for money, I just wanted onsies
that would fit my son. When I asked what I should do with the too
small shirts, they didn't have an answer. I asked if throwing out a
package of onsies was better than making an even exchange. They then
repeated that I could not make an exchange.
What bothers me most is that I have spent thousands of dollars in
that store from bottles to all my baby furniture and now they have
lost my business over a pack of onsies.
I want them to rewrite their return policy on the back of the
register paper so that this does not happen to anyone else. At least
at Motherhood maternity, it clearly states on the FRONT of the receipt
that you have only 14 days to make an exchage or return and only with
a receipt. They even make you initial it so that you are aware.

It's too bad but now I purchase all my baby needs at Target or
Walmart.

So, not even 2 hours after I posted this, I received a call from Toys
R Us corporate.Coincidence? Not sure. The associate told me that the
manager had every right to deny my coupon and they stand by the
manager's decision 100%. So after expending so much energy to give
them an opportunity to make this right (because deep down I wanted
them to), they failed again. Look at what I asked for- simply a 10%
discount on something that was not defined clearly by them. I was
going to spend $100 in their store in return. Seems like a good ROI
from my perspective but apparently they do not feel the same. This is
one customer lost forever. I dont care if I have to go out of my ay to
shop for toys online, I will never shop their again. (or babies R us
for that matter).

These types of coupons always drive me bonkers. Just let people use it
on whatever they want, I bet sales would skyrocket. Why exclude people
who do not have babies? Maybe someone with a toddler, grade school
child would like a discount on something for their birthday for
instance.

Would they rather just have some customers come in and spend the bare
minimum ($10 off $75...so say $65 sale for X amount of people) or have
no exclusions and double the amount of customers coming in for a $65
sale? That would add up quick.

I've seen that Sea and Sand table in the ad and it looks like fun but
I bet it would absolutely be a mess. We built my son a sandbox from
timbers and bought lake sand to fill it up. It's huge and it was very
inexpensive to make. It's the gathering spot for all the neighborhood
kids! Even I go in and play in it sometimes, it's like therapy for
grown ups!

I think TRU should just suck it up and accept the coupon.

Little Tykes Sand & Sea Table is not a baby item. It's for a child
who can walk, and babies cannot walk.

The only way they can make it right is to give you what you want, and
then some (another credit or coupon). If they do that, they'll have
to do it for everyone, and I'm sure you'll agree that they can't let
everyone have their own way or they'd go out of business.

I can see an iPod being a baby item. Obviously the baby would not be
downloading from the iTunes site or operating the controls of the
iPod, but you can plug iPods into all sorts of devices these days, and
I can imagine a baby enjoying the outputs of those devices:
music-and-light shows, heartbeat sounds, etc. Even if it isn't a baby
item, though, I can see it being worth putting on a coupon as an
exclusion if they expect a lot of people to show up saying, "An iPod
is a baby item. My baby likes to listen to music! This is bad
service! You should give me the $10 off!"

You should absolutely have gotten the response that they promised you.
I agree with you there. Someone should get back to you ASAP and
apologize for the delay.

But I don't agree that "making it right" means letting you use this
coupon for that particular toy. There are plenty of people who divide
young children into baby, toddler, and child groups and who would
consider a 2-year-old a toddler rather than a baby. If they can keep
your business only by giving you discounts on items they specifically
chose not to discount for anyone else, maybe they don't think you're
worth keeping as a customer.

If the coupon was exclusively for a baby item and BRU defines a baby
as 12 months and under, then it stands to reason that the coupon would
not be valid for an item that is designed for a child 2 and older.

Your point about the Apple iPod being excluded because it is not a
baby item is missing the point. It appears that the coupon was valid
at TRU as well as BRU and as such, all computer related items at TRU
are excluded.

well, it sound that by TRU's definition this is not a baby item. You
say the coupon was for a baby item. Therefore it seems right the
store rep told you what she did. The phone rep may not have
understood these items, because she deferred to the store after
calling.

I agree the end of the customer service call is poor service, but it
doesn't sound like this item qualified for the coupon.

As a parent of a 3-year old, I can tall you that the sand and water
tables are a BAD idea. Think back when you were a kid. Would the sand
stay on the sand side and the water on the water side? NO! You would
mix them into mud. So will your child.

I would like to suggest the Step 2 water wheel table. It is $40 from
the Step 2 web site. No shipping cost and it takes less then a week
to get to your house. Then get a sand box with a lid. Both can be
found at Step 2 with no shipping cost. You do have to put them
together. It took less than 5 minutes and NO tools to put the water
table together.

Also, I suggest before you buy any of this kind of stuff, go to
Amazon, type it in and look at the reviews. Some of the stuff I was
looking at got terrible reviews by a lot of people. Find on there
that gets a lot of 4-5 star reviews then try to find it in your area.


Good luck and I hope you child has fun with what ever you find for
them!

The I-pod thing sounds like a general exclusion. If they were to
offer a coupon on formula for example, it would probably have those
same exclusions, but they wouldn't also list "Excludes clothing, toys,
bikes.....everything else in the store that isn't formula".

It was a coupon for baby items. That table is geared for toddlers.
If it was a coupon for toddler items, then it could have been used.
I'm sure if you tried using it on a bicycle, you would have had the
same issue, since a bicycle is not a baby item either.

Actually, as I read your letter, I immediately thought that the table
sounded more appropriate for toddlers and little kids, not babies (and
to me, a one-year-old is a baby, not a toddler).

I think you got lousy service as far as no one getting back to you ask
they had promised.

I think your bringing up the Apple Ipod is a red herring. They are
free to list any exlusions they like, whether they are similar items
or not.

Refusing the coupon sounds fair to me.



Good Day