asilenceblossom Posted February 20, 2007 Share Posted February 20, 2007 I am FURIOUS. I did the buy one get one free deal with the wrestlers. I ordered one and got one free and went through google checkout with my ten dollar credit. I got the confirmation from google for BOTH items. A few hours ago, however, I receive an email from ToysRUs saying that they shipped my item. For some reason, they someohow have no record of my free item! I called and first, the lady said that the item was unavailable. I told her it showed available online. Then, she blamed google checkout for not informing Toys R Us of my other item. SHe told me that they could credit my google checkout and then re-order the item, but I would have to pay 20 some bucks for the expediated shipping and the item. The item was supposed to be free!!! So, I told her that I should only have to pay 11.53 because that is what I paid for the item and shipping and then 10 dollars off at google. After all this trouble,and being put on hold and rudely interrupted by the music 2-3 times, she said that I would be crediteed but she would have to re-order my free item and I would have to pay for it, but she would subtract ten bucks to make up for the google promotion that I lost. Also, she said that because I was doing the reg. shipping, it probably wouldn't get here for 2-3 weeks (BS!)...and this was their fault! As I was asking her when I would see the credit on my account at the end of the phone call, this lady Kendra hung up on me. During the convo, when I was asking questions, she just interrupted me with the music and didn't even tell me to hold on or one moment please, etc. I called back and I complained to a customer service rep about how rude this Kendra was and she was going to connect me to a supervisor. Then, I checked my email and it looks like they credited me for my item. Let's see if it actually goes through. ANyway, so at that moment, I said that I didn't want to get this Kendra in trouble, so this time I would not speak to supervision, but if she could put in a note or something that I complained and customer service should not just hang up on people or throw on music mid-conversation or mid-question. Now, if I don't get my refund, I gurantee you that I will be calling them back and complaining about Kendra and Toys R Us online. At this point, I just want my items and for the amount that I was supposed to pay for them, but I am so ticked off by the way that I was treated over the phone. Oh, and initially she told me that i would have to receive my item and then send it back and then re-place my order for both items even though the promotion for buy 1 get 1 would be over by the time i received my item, therefore, making me pay full price for both. I told her that was crazy and that I would not be home for many days to receive and send back the item. Unbelievable!!!!!!!! Link to comment Share on other sites More sharing options...
Gloey Posted February 20, 2007 Share Posted February 20, 2007 You know what, you shouldn't worry about Kendra being in trouble. If she hung up on you and was rude then she should NOT be in customer service. I hate TRU Link to comment Share on other sites More sharing options...
kristie4 Posted February 20, 2007 Share Posted February 20, 2007 My free item was cancelled too after I used up my Google discount. I called in and told them to cancel the whole order as I only bought because of the free item. Of course they said not possible at this point and I will have to return it. How strange that the free item is the one they cancelled. Link to comment Share on other sites More sharing options...
Mommy2Four Posted February 20, 2007 Share Posted February 20, 2007 Link to comment Share on other sites More sharing options...
autumnroser Posted February 20, 2007 Share Posted February 20, 2007 Sorry to hear about your frustrating call. Just an FYI- google and Toys r us are not a good match. It is way easier to just go through Toys R Us. I found this out the hard way at Christmas time. People who went thru TRU had there Items shipped and credited 1st. A lot of google orders were cancelled due to items being out of stock. It was a nightmare. So I used google with other company's just not TRU. Link to comment Share on other sites More sharing options...
asilenceblossom Posted February 20, 2007 Author Share Posted February 20, 2007 Thanks , autumn...never again will I order through Toys R Us online. Will google credit my money? Toys R Us sent me an email that I will be credited (for less than the total that I paid (!!!) but more than what I paid with the google checkout). So, does that mean that google will give me the credit minus ten bucks back or will they give me the entire credit? How long does it take? Link to comment Share on other sites More sharing options...
supershopper1 Posted February 21, 2007 Share Posted February 21, 2007 There was a problem with TRU web site. On another web site someone posted that you could just enter the 19.99 item & get it for free with only paying shipping. Because some dishonest people tried to take advantage of a system error it has caused problems now for everyone. No wonder they are saying not in stock! They must have been flooded with orders for people trying to get just the free items. Link to comment Share on other sites More sharing options...
asilenceblossom Posted February 21, 2007 Author Share Posted February 21, 2007 So, today, I check my email and I get a confirmation that my credidt card WAS charged for the initial amount for my two items, even though this Kendra from Toys R Us claimed that I would be getting a refund. So, my credit card now shows that I was charged twice. Good job Toys R Us! Did you mess up again?!?! I called and , this time, got a much nicer representative. I guess not all of the Toys R Us reps are rude jerks like Kendra. :) Anyway, she double checked and said that sometimes I have to be charged in order to get a refund. umm I am not sure about that, but she said give it 3-5 days. Since she was so nice, I will give it 3-5 days. In the end, I should get the credit and only be charged once. We shall see. Link to comment Share on other sites More sharing options...
christib327 Posted February 21, 2007 Share Posted February 21, 2007 That sounds weird! If it hadn't been charged yet then why couldn't they leave it at that?!? I'm glad you got a nicer rep. this time. It's such a pain when things like this happen!!! Link to comment Share on other sites More sharing options...
amyers12345 Posted February 21, 2007 Share Posted February 21, 2007 it doesn't matter how nice they are. TRU has the most uneducated CSR reps I've ever seen. I have a # for corporate with extensions around here somewhere, but I cannot seem to find it. I called and complained enough about a couple of other things that corporate called me. Once they got it lined out, they did me very well. As soon as I can find it, I will post it. I saw it the other day, and thought about tossing it. I know it's valuable, so I can't see myself doing that. Link to comment Share on other sites More sharing options...
autumnroser Posted February 22, 2007 Share Posted February 22, 2007 I apologize about the late reply. My card was refunded thru Google for the exact amount. How TRU charged you twice..Sounds wierd. Keep a close eye on your statement. I am glad you had a nicer CSR. PP- That is awsome that you got corporates number. It should help alot of upset customers if you can find it. Link to comment Share on other sites More sharing options...
asilenceblossom Posted February 22, 2007 Author Share Posted February 22, 2007 I heard that someone else had a bad experience with this Kendra customer service rep. I really really really want to get her in trouble for how she treated me (and others). She had no right to be so rude to me and then hang up on me in the end. On another thread, someone said that this Kendra did the same thing to her...just hung up on her! I think that I will call and ask to either speak with supervision or coorperate about her. I am just waiting until I get my complete order and my refund..if I ever get it! Link to comment Share on other sites More sharing options...
christib327 Posted February 22, 2007 Share Posted February 22, 2007 I heard that someone else had a bad experience with this Kendra customer service rep. I really really really want to get her in trouble for how she treated me (and others). She had no right to be so rude to me and then hang up on me in the end. On another thread, someone said that this Kendra did the same thing to her...just hung up on her! I think that I will call and ask to either speak with supervision or coorperate about her. I am just waiting until I get my complete order and my refund..if I ever get it!I wouldn't wait. I'd go ahead and call while you're still good and mad. I'd also ask about your order and your refund and why your account had to be charged twice. Maybe they can explain it all better or get it fixed faster. Link to comment Share on other sites More sharing options...
bargaingal2 Posted February 22, 2007 Share Posted February 22, 2007 I agree google and toys r us not a good match! Actually I have had so much problems with google I will NEVER use them again! Link to comment Share on other sites More sharing options...
bargaingal2 Posted February 22, 2007 Share Posted February 22, 2007 See on mine it was on googles end and to get them is near impossible. Im still waiting for a credit from 1 1/2 months ago ARGH! Link to comment Share on other sites More sharing options...
tdanette Posted February 22, 2007 Share Posted February 22, 2007 At least they actually took your call. During the google mess they actually disconnected me twice when all I wanted was to check on my order. Never did get someone to talk to me. Although maybe that was for the best. I don't deal well with rudeness Link to comment Share on other sites More sharing options...
stephanym Posted November 25, 2007 Share Posted November 25, 2007 I just got the email that they canceled my free item too - I am sooo mad!!! I don't know what to do!! Why is it they canceled my free item and not one of the ones that I paid for??? I will NEVER order from Toys R Us again - I rarely go into their stores either. I'm so mad right now - and I didn't use Google I used their checkout system. Link to comment Share on other sites More sharing options...
pryan67 Posted November 25, 2007 Share Posted November 25, 2007 I just got the email that they canceled my free item too - I am sooo mad!!! I don't know what to do!! Why is it they canceled my free item and not one of the ones that I paid for??? I will NEVER order from Toys R Us again - I rarely go into their stores either. I'm so mad right now - and I didn't use Google I used their checkout system.I would cancel the other portion of the order as well...and if necessary, do a chargeback with your credit card company...make sure you have a valid record of canceling though Link to comment Share on other sites More sharing options...
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