Amy sent a message to Antonio Urcelay Chairman and CEO, Toys âRâ Us, Inc. that said:
In august I placed several items on layaway for my five kids Christmas gifts with Toys R Us online. A week and a half ago I paid the layaway off and have since received half the order. I emailed Toys R Us in regards to when the rest of the order would ship with no help. Finally I called customer service only to be told that my order was cancelled because its out of stock!!! I thought the point of putting things on layaway was so they are set aside for you and then sent when you pay them off. They should not have sold my items! Not only did my items not ship and no one bother to tell me they never were going to ship, I also paid for the items and it seems Toys R Us was just going to keep my money. After four rude people on the phone I have yet to get an explanation of how and why this happened or my money back!! 5 out of 12 of my items are out of stock yet I put them on layaway in August!! Maybe the refund of $200 that I'm waiting for isn't a lot to you but to a mom of 5 at Christmas it is!! I can't afford to replace the items until I get refund and no one there seems to care!! I have already filed a complaint with the BBB and am going to contact our local news for help. I have several other layaways with Toys R Us and am now left wondering if the dame thing will happen?? I am at a loss and would appreciate it if someone there would help me!! Thank you for your time Amy
