Very rude and inconsiderate staff at Webster, TX store.

I want...I want...I want....

Dude, get over yourself!

If they were that busy, then they shouldn't have answered the phone.

This actually reminds me about a RUDE customer at our store. My
coworker was ringing, as was I. She answered the phone, they asked for
the manager, so she put it on hold. It started ringing again (we were
rather busy at the time) and so she pushed the hold button so put it
back on hold. He then started yelling at her, and she just looked at
him like "what are you talking about" well.. apparently this idiot
called the store WHILE STANDING IN LINE. Some people don't understand
that the people who answer the phone ARE ALSO HELPING ALL OTHER
CUSTOMERS. Michael, your not the only person in the world.

Order the game online. You can likely find a vendor offering free
shipping. Even if you can't, you will probably pay less for shipping
than for gas for a 60-mile round trip. You might not even have to pay
tax.

In the future, when you are writing letters in an attempt to scam a
company for freebies, at least try to get the date straight. If this
was typed on the 16th, how could this conversation have occured on the
17th?

Crawl back under the bridge with the rest of the trolls.

While the person answering the phone was poor in attitude. You were
the one who called during Holiday Season.
Most of the time I am alone in my store for a good chunk of time, and
my store is NOT a holiday store, and yesterday (Saturday) I had to do
one woman's 4 returns (because she had 4 coupons, 4 seperate
transactions) which took 20 minutes. I had 3 little old ladies
pestering me while I was trying to do the return, and I had 2 people
call in the middle of everything to ask if we had these shoes they saw
on the internet. I explain that we don't carry shoes from the
internet, and they still continue to ask for styles. Finally I told
them that I was all alone, with a line, and people waiting for my
help, and that we DO NOT carry shoes from the internet. People have no
idea what it is like to be the only person dealing with everybody at
once, and yes, the people in the store take precedence, because they
are looking for things we actually have.

Your stalker-like behavior aside, the team member's attitude was poor.
But I can't imagine calling back 6 times in a row and NOT ticking
someone off.

You might not have thought you were rude to her, but can you see how
calling back that many times might be a little irritating?

Furthermore, how is it any of your business what happens to this
employee? That is between the manager and her and no matter what
twisted,self-entitled view you may have, it is against the law for
them to divulge that information to you.

Again, you say you weren't being rude, but the tone in this letter is
FAR from being polite and courteous.

And FYI, TRU has a policy of holding items for callers no matter HOW
far away they are (as Melissa pointed out, they have to give
preference to customers IN the store with cash in hand.) so there is
no guarantee that even if they had one in stock that it would still be
there when you arrived.

It's holiday time and the only way you can get what you want is to
show up. Those who put their own convenience first do not get the best
deals or the hot items. Sad, but that's the way the game is played
and no amount of griping will change that.

Get off your inconsiderate, indolent, patronizing, Gluteus Maximus and
go to the store.

Your date is a bit off.

As the Holiday season grows nearer, stores are going to be getting
increasingly busier. ESPECIALLY ToysRus. Honestly, I know you do
intend on spending money there, but the customers IN the store with
money in their hands will be placed at a higher importance, because
well, they are there in the store.

When you go to the store, would you like the employees to shop every
few minutes while helping you to answer the phone? Honestly?

I understand how you feel, because it is a distance, but you have to
take into consideration that they are extremely busy due to the
upcoming holiday. Plus, you say that you werent being rude, but by
calling repeatedly, your ACTIONS were speaking for you, and yes, your
actions were extremely rude. It would be like someone calling your
house repeatedly during dinnertime.

get off your butt and go TO the store

I have to agree with the others. The thing that really seems strange
is that you called this lady four times, and not once did you ask for
a name?. When documenting interactions with companies, it's crucial to
try to get every detail. "A Woman" is just too generic. Even if you
got a name and spelled it wrong, who's to say there are not other
women employed there by the same name? How are they going to track
down this employee without knowing the details?

She told you they were very busy, so let's put a different spin on
this, shall we? Say you were a customer waiting in line and the
employee you assumed was there to wait on you answered the phone, took
the time to hear what the caller needed and then walked away from her
station to see if the item was in stock, leaving all of the in-store
customers (including you) waiting in line until she returned.

Happy Holidays.

The CSR doesn't have any right to become rude, but it sounds like they
were very busy. What she didn't do to you, which would have been
rude, is hang up when you called back. She put you on hold. That
reinforces the idea "We know why you called, and we will be with you
shortly." If I were in her position, and you kept hanging up and
calling back, I may very well have accidently hung up on you.

Today is only the 16th.

While the employee should have explained herself better, I can
certainly see why they wouldn't have been able to assist you in a
matter of minutes. You called on a Saturday morning right about the
time their morning rush would have hit. They have numerous customers
in front of them; they aren't going to make the people who actually
took the time to drive there wait until they've assisted you; they're
going to handle the people in front of them first. As they were
trying to find out the answer to your question, I'm sure they were
immediately been hailed by in-store customers asking questions or
wanting help; even explaining to all these people that you're helping
someone else and will be with them shortly takes time (not to mention
all the complaints they will then field about employees "who weren't
helping anyone and wouldn't even stop to help them". Ten minutes is
actually not a bad response time for what you were asking (you have to
look it up and then check physical inventory, all while fielding
inquiries from in-store customers)
Next time try calling at a slower time; weekday mornings or afternoons
are often slower.

While the store employee should have been more polite with you, I do
think a store should give its full attention to customers who are in
person at the store. Perhaps you could have left your name and
number, and they could have gotten back to you during a slower period?

As you write it, her attitude is unacceptable.

However, you are not entitled to know what management does with her.
That is confidential business information, and it could open the store
up to lawsuits if they gave that out.

Have you tried calling back at a different time to speak to a manager?

If the point of this letter had been to just let management know that
their employee could have handled it better, and if you hadn't called
6 times in a row, I'd be on your side. Where you lost me is with the
suggestion that you were entitled to the immediate and full attention
of a Toys R Us employee and the outright assertion that you are
entitled to be included in her relationship with her employer.

Especially because it's less than a week before Thanksgiving I wonder
what else this woman (I would have guessed "Chantelle") was supposed
to be doing at the time. I also wonder whether she was new and needed
help to figure out how to answer your ques tion.

It certainly wouldn't have been polite or considerate to any other
customer she was already with to be told she had to go attend to you
and would be back when you were done. Nor would it have been polite
or considerate to any customer being helped by another employee for
that person to have to stop and instruct her on how to handle your
request. Nor would have it been polite or considerate for her to have
to keep turning away from another customer to answer the phone and
talk to you over and over again, even if she was asking you to wait.


If she were in the middle of merchandising a section or organizing the
backstock, she might not have been able to step away immediately. If
she was working at an information desk, she might have not been
allowed to step away from it, so that it would have taken a little
time to flag down someone else to go check the shelves. And since she
said they were busy, I'd think any of these is a possibility.

Moreover, while I don't see anything wrong with you calling back the
first time -- I'm sure it had crossed your mind that you might have
been forgotten -- once it was clear that she was very busy and that
she hadn't forgotten your call or thought someone else had taken it I
think calling back repeatedly *was* rude. I think it was rude to the
woman who was trying to answer the phone and also deal with the people
who had come down to the store, and I think it was rude to anyone else
she was trying to work with.

I do think it would have been better if she'd said, "I'm sorry, but
we're very busy. I'll be with you as soon as I can" rather than "We
are very busy right now," but I don't think the latter is that
egregious. As I said, a letter giving management a heads-up that
there would have been a better way to deal with your first two calls
would have had me on your side. Calling back four more times and
demanding to know not only that it was handled but how it was handled
is what lost me.

You could have waited for her to deal with whatever she was dealing
with and get to you (which is what you would have been expected to do
if you had actually gone to the store yourself), or you could have
hung up, done something else, and tried again later when the rush
might have been over. The fact that she stopped cooperating with your
repeated interruptions seems entirely reasonable to me. You are not
the only person who deserves to be treated politely and with
consideration.