Michael sent a message to Antonio Urcelay Chairman and CEO, Toys R Us, Inc. that said:
My name is Michael and I purchased TWO mattress' from you. I placed an online order and it arrived damaged. I printed out a return label and sent it back. The second mattress arrived DIRTY. This tells me that it must have been used by someone and you turned around and sold it to me! Now I am returning this filthy mattress back to you and paying for a second mattress and picking it up in the store since I do not trust that you will send me a clean, new and undamaged product. This treatment by your company is absolutely unelectable considering you are holding $324 of mine, I have to pick up the mattress in the store and this is the third mattress I'm getting!
I have read many great reviews on this mattress and that is why we purchased it, but I also read negative reviews about the same "dirty" mattress. Shame on you for selling used products and pawning them off as "new". As a future parent and longtime customer I do not feel that this is the way it has always been but unfortunately this is the way you operate now. So with that said I feel that some sort of additional compensation is necessary on your end.
A representative replied and offered me a $10 promotional code to use at Toys R Us, unfortunately I do not feel that is appropriate amount or means of compensation. Honestly this experience has not been great and my wife and I are considering pulling Babies R Us from our baby registry and do not think we will use the $10. Your company has to work to get us back as costumers and a better solution is $10 per hour of compensation in the form of a credit back to my card (total of $30). I have spent 3 total hours dealing with your company and this order. I spent time talking to your representatives on the phone, Fed Ex regarding the damaged package and finally driving to and from a Toys R Us to pick up the package.
Thank you,
Michael
