Harold Graham sent a message to David Brandon that said:
Dear Toys R Us...
I think that when you mess up on order fulfilment, you should have people on staff trained and ready to remedy the situation in a manner which ultimately satisfies the customer. I placed the below order on December 12th. (Order # 3326263597) I actually spent almost twice as much as I had intended because of the deals and free shipping you were offering.The delivery arrived on December 23rd. Much to my dismay, the one item that specifically prompted me to place the order in the first place was missing. The item in question was item #4B04DE54 - Nerf N-Strike Elite Rhino Fire-Blaster. This was the one item that I pulled off my daughters "Santa" list to give her FROM "Santa". Luckily, I was not ultimately put in the position to explain to her how SANTA messes up a Christmas gift.
As disappointed as I was with the human error that occurred, I was more infuriated with the handling of the situation over the phone by one of your representatives. (Call 151223-005580) He never once sincerely apologized for the mistake. Rather than offer to get the correct item shipped ASAP, he simply asked me what I would like him to do. When I told him I wanted the correct item shipped ASAP, he began the process of trying to do just that. He first said he found that the item was available for pick up at my local Toys R Us in Dover, DE. I immediately questioned that because I had already looked up the item on your website to see if that was an option prior to calling him. When I questioned him on it, he put me on hold then came back and said I was correct. He had looked up the wrong item on his end. (That\'s TWICE now during this whole ordeal!) When he finally found the correct item in your system, he informed me that the item was out of stock. I asked for him to please arrange shipment of the correct item once it was back in stock. He told me he could not set that up and that I should check back in 5 to 7 days to see if it was restocked. In the interim, he said he would refund my money for the item and that I could keep the incorrect item and dispose of it as I wish. I was told I would receive an email regarding this refund process. As of yet, I have not.
Like I said initially, as disappointed as I was with the error in preparing my order, I am ultimately just appalled by your handling of the matter. It just felt as though my purchase and my patronage did not matter. I am sure I can locate the gift in question on any number of other retail websites. I can only pray that the service I receive going forward is not such a letdown.
Regards,
Harold Jeff Graham
hjgraham24@comcast.net
