Kimberly sent a message to Antonio Urcelay Chairman and CEO, Toys R Us, Inc. that said:
Good afternoon, I have repeatedly tried to get in touch with someone in regards to an ongoing issue i have with a crib I purchased approximately 15 months ago. On two separate occasions I have been told that someone from the corporate office would get in touch with me within 72 hours, however, it has been 9 days since my last communication and I still have not received a call back . I purchased a crib that was advertised as a convertible crib (Heidi Klum's Truly Scrumptious Lifetime Curved Convertible Crib in the cloud color). It turns out that the pieces that are required for it to be converted are not available and have not been available for a few years. This was absolutely not told to me at the time of purchase. We have even contacted the manufacturer and were told that the pieces have been unavailable for a long time. They also cannot be special ordered as had been indicated on the website. Until my last call on 2/10 (the first was on 1/23, the second on 2/10, the third was today), the product continued to be falsely advertised on Babies R Us's website as a convertible crib, with pictures showing the crib as a toddler bed and the description stating that the guardrail and bedrail could be special ordered (they cannot). Many of the reviews indicated similar complaints. I have been told that Babies R Us can do nothing but offer me a 15% off coupon. Having spent several hundred dollars on a crib that was advertised to me as a convertible, that would leave me having to spend an additional few hundred dollars to achieve what I purchased in the first place. I'm sorry but this is not an acceptable resolution. I am requesting that I either receive a full refund or that Babies R Us provide me with a similar crib that is actually a convertible crib and can function as advertised. I am more than happy to pay for the additional bedrail as I had always intended to purchase that item out of pocket. Had I been told that the crib was not actually a convertible crib, i would have purchased something else, and I can not believe that Babies R Us, a major corporation, can not do better than to offer its customers 15% off when it was their error and false advertising that caused the problem. As you can see, I am incredibly frustrated with Babies R Us, its customer service, and the failure of the corporate office to return my call and try to successfully resolve this matter. There are many other parents who are equally frustrated. I would like to resolve this without any legal action and would appreciate that someone get in touch with me immediately to resolve this once and for all. I can be reached directly or you could please email me the number of someone I could get in touch with (not customer service as again, they have not been able to offer any assistance and have twice submitted a request for someone at corporate to respond to me). Thank you for your time.
Sincerely, Kimberly
