Monday, January 21, 2013

A Toys R Us Exchange

ME:
Hello. I am writing to you about a recent experience I had with the Toys R Us store in Nanuet. I was there last night and was treated quite rudely by a supervisor. I paid with my purchase with 2 manufacturer's coupons and then a gift card. The supervisor had rung me up and when I reviewed the receipt, I noticed she had entered in a wrong coupon amount. Instead of a $10 off coupon and a $20 off coupon, she entered in two $10 off coupons, leaving out $10. I went back to her and she grumbled and sighed as if her carelessness was MY problem! She deliberately made everything take twice as long so I should have to waste even more time there. I was very displeased. Additionally, I had purchased two helium balloons and the woman blew them up. One balloon was filled with air completely, while the other was clearly missing air. When I asked her politely if she can please fill it all the way, she says "Ma'am, the machine stops automatically." First of all, that is bogus. Second, if the machine stops by itself, why would the first balloon be filled to the correct capacity, while the second one (same size balloon) not be? When I asked her to please try to fill it more because I am sending this balloons out of town, she said ok and she sighed and scowled some more. That is no way to treat a customer and I was left with a bad taste.

TOYS R US REP:
(long boring part omitted) On behalf of Toys “R” Us, please accept our sincere apologies for the difficulties you encountered regarding the associates behavior. Clearly, the lack of service and general disregard you received from our store staff is unacceptable. Be assured, the “R” Us Family does not condone this behavior and we take these matters seriously. We would like to assure you that your concerns have been forwarded to the appropriate individuals for review. They will deal directly with your local store team to ensure that your concerns are addressed and handled appropriately.

In order to escalate this to are head courters I will need you to provide me the city and state where store is located. I greatly apologize for the behavior you have witnessed, which was completely beyond uncalled for. I also wanted to take the time to apologize for the delayed response. Thank you for your time and patience in this matter. (rest of boring part omitted)

ME:
It's this store: (address omitted).

TOYS R US REP:
Thank you for your response, I have located the correct store due to your help. I will be documenting your concerns and your bad experience to our head courters for appropriate action to take place. Thank you very much for your voice in this matter!

ME:
No compensation or anything?

TOYS R US REP:
I would be more than happy to replace the $10 dollars for you. In order to send you a $10 Gift card I will need you to provide me with your physical address. Thank you for your time and patience.

1 comment:

  1. I love this exchange! Good for you for getting your voice heard! :-)

    ReplyDelete