Renee sent a message to Antonio Urcelay Chairman and CEO, Toys R Us, Inc. that said:
Toys R Us
Consumer Complaint Division
1 Geoffrey Way
Wayne, NJ 07470
Dear Madam or Sir:
Re: Purchase April 19, 2015
On April 19, 2015, I purchased the following product or service:
I bought the Summerlin Retreat Wood Swing Set,
Unfortunately, I was dissatisfied for the following reason(s):
Unfortunately, I was dissatisfied with the way the shipping was handled. The shipping for the item was free but when I went to purchase it a $199.99 shipping surcharge was added to my order. I also paid $4.99 to have my order shipped to me sooner. The date given to me by Toys r us was 5/4/15. When I received the shipping notification the tracking system said it would not be delivered until 5/6/15. On 5/6/15 I called the shipping company to see when it would be delivered and they said it was being handed off to another trucking company to be delivered to me. I called the trucking company next, nether the shipping company (Estes Express Lines) or the trucking company (Total Truck Transport) I should of had any dealings with I didn't buy anything from them. On 5/6/15 the trucking company did not have my order yet, they didn't contact me until the evening of 5/7/15 to schedule to delivery, which would be the next day 5/8/15 somewhere between 8 a.m. and 5 p.m.. I took off work to be home for the delivery, they called me at about 10:30 a.m. to tell me that one of the boxes was left at the loading dock but they would deliver the one box and the other one the next day. They never showed up, I had to call them to be told the driver decided not to deliver the one box. They said they would deliver both boxes the next day 5/9/15, so I canceled my plans for that day. The next day they never showed up, and they were not answering the phone. I finally got a hold of someone about an hour after it should have been delivered; they said they would come Monday 5/11/15. On Monday they actually came and delivered "three" boxes. Monday I went through the boxes and discovered I was still missing two boxes. I called the trucking company and they said they would look around their dock to try and find the boxes and would call me back, they never called me back. Today 5/12/15 I called them in the morning to ask about the boxes, and they couldn't find them so they were contacting the shipping company. I called back several time before they told me they didn't have them. I call toysrus and told them what happen. They said they could send a new set out in 2 to 5 days. I agreed to this even though I would perfer to have it tomorrow. The lady told me she would send it in 2 days and I should have it by Thursday 5/14/15 Monday 5/18/15 by the latest. I received an email saying the replacement has been ordered and the email said it would be delivered between 5/26/15 and 5/29/15. I called back to toysrus and spoke to a supervisor named Ken who told me she was wrond and I would have to wait longer. So I will not receive my order for more than a month and a half after I ordered it.
To resolve the problem, I would like the following to take place:
I would like you to replace the product this week when I was told I would get it. And I would also like a refund of the total shipping cost of $204.98.
I look forward to your reply and a resolution to my problem, and will wait until May 13, 2015 before seeking help from a consumer protection agency or the Better Business Bureau.
Sincerely,
Renee
