zadyju Posted December 6, 2007 Posted December 6, 2007 I received the DS Lunch Box Starter Kit (Mario) shipment that I ordered from TRU during the BF sale for $12.99. I ordered 2 and was charged for 2, but was only sent 1. I call TRU and the rep said she would credit the missing one to my cc but I would have to reorder if I still wanted the second. She made the comment that it must have been on sale when I originally ordered, but it is no longer on sale. I told her that I should beable to get it at the promotional price since it was TRU error. She put me on hold and spoke with her supervisor. They only offered me free shipping but I had to pay regular price ($25.98) I don't think TRU handled this right. I am furious. Why should I have to pay for their error?
shopping mom Posted December 6, 2007 Posted December 6, 2007 My cousin ordered some things from them too. Item 1 was a preorder and they cancelled it. They said it was out of stock, she did find it last night in a BM store. She ordered another game and was sent the wrong one. they said she could return it but the one she ordered was no longer on sale and she would have to pay full price. Like you she is not happy. I don't think you should have to pay for their mistake. Call back and keep asking for a supervisor. Maybe someone can do something.
mommiemel Posted December 6, 2007 Posted December 6, 2007 I've had bad luck with TRU this holiday season as well (online and in store.) I remember hearing news stories about them having trouble in the past trying to stay in the black with competition from stores such as Wallymart. But by pulling this kind of garbage, they are just shooting themselves in the foot.
Scanner420 Posted December 6, 2007 Posted December 6, 2007 TRU's been dropping the ball lately with the customer service. They're gonna lose alot of $$$ if they keep this **** up!!
PaulaJC Posted December 12, 2007 Posted December 12, 2007 I had the same problem.. I ordered Playstation2 and DS games. One of the DS games was missing. I called CS and told them. I was on the phone forever with this gal. She had to get "authorization" from a supervisor to reorder the DS at the $9.99 BF sale price w/free shipping. I was told I would be reimbursed the cost for the 1st one. Well that was over a week ago. No reimbursement, DS game arrived and I was charged twice for the 2nd game but it did clear after the pending time which took forever. Now I wonder if I will even be reimbursed... OP I would call back and talk to someone else or a supervisor because you should be able to get the kit at the sale price.
Kandy Posted December 12, 2007 Posted December 12, 2007 ..IF they have billed you, but you never got it... I would say call then say 1) I am sorry I have called before, I need to speak with a supervisor as my problem was not handled correctly and in a timley manner. 2)do not accept a call back...wait 3) demand the product at no cost (YOU PAID FOR IT ALREADY) to be shipped to you 2nd day or three day air and a call back with the tracking number..do not get off the phone without an order number or if HE/SHE can not do that....then tell them you want your CREDIT MEMO number and then write a letter to OFFICE OF PRESIDENT>
saiynee Posted December 14, 2007 Posted December 14, 2007 I have had many problems with the online portion of their company. None of the associates tell you the same thing, they give you wrong information, never call you back. They blow. I finally had enough an wrote a letter to the CEO. A few days later a woman from the main headquaters called me, apologized, and refunded me $40 for my troubles 9even though I still had the product). I think the only way you will get through to them is to contact the main place in New Jersey.
Melissa Posted December 16, 2007 Posted December 16, 2007 Add me to the list! I ordered the Polly Pocket So Hip Cruise Ship from the TRU website and after waiting an eternity for the package to arrive, I open it up to find the PollyWheels Racetrack instead. What a nightmare trying to get that situation rectified! They have totally gone down the tubes since splitting from Amazon.
zadyju Posted December 16, 2007 Author Posted December 16, 2007 I have had many problems with the online portion of their company. None of the associates tell you the same thing, they give you wrong information, never call you back. They blow. I finally had enough an wrote a letter to the CEO. A few days later a woman from the main headquaters called me, apologized, and refunded me $40 for my troubles 9even though I still had the product). I think the only way you will get through to them is to contact the main place in New Jersey.Where can I find an email or address for corporate? I sent an email to the corporate office site, but have not received any type of response. I sent the email the day following my call to customer service. I am really put off with TRU. They will not be getting any more of my business.
saiynee Posted December 18, 2007 Posted December 18, 2007 Gerald L.Storch, C.E.O. Toys ''R'' Us, Inc. 1 Geoffrey Way Wayne, NJ 07470-2030 I was polite, yet firm, and included both letters I had written for several incidents (one letter was never sent originally, I kept forgetting, but I had it on my hard drive from 8 months prior to the second and third problems I had). Best of luck!
JYeagersgrl Posted December 18, 2007 Posted December 18, 2007 They drive me nuts. Last year we placed an order for 3 things one of which my sister really wanted and needed. We placed it around black friday and it kept saying shipping soon when we would check the status. So December comes around and I get an e-mail saying its shipped. Well things got hectic with family issues so it slipped my mind and christmas eve as we are sorting gifts for under the tree I realize we never got the darn package. So I called TRU December 26th to ask what happened if it got lost or what. They said not they cancelled my order. So I flipped on them asking why if it was cancelled did they send me a message saying it had shipped. It took them till APRIL to officially refund me they kept recharging my card and not sending items. So I've vowed never to purchase from them online again.
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