Lindsey Berkebile sent a message to David Brandon that said:
Sir,
Doing some research after a Toys R Us purchase, it seems you are trying to keep a potential dying company afloat. Here could be one instance into why this company is having issues.
My husband purchased a V6 Police Yukon for our childrens\' birthday. He is a police officer and I was one until a couple weeks ago. I made the choice to stay home to raise my children. Our kids think having parents as police officers are cool and that is the reason for this specific purchase. We are proud of our professions and the great men and women we have served with.
Our shipment arrived today 3/29/2016 and when we got home, we realized Toys R Us had shipped us a black BMW X5. We called the online customer service and were told it would be 5 days to get a replacement. We bought offline in the first place because after driving to several stores in Indianapolis, none of them carried the police Yukon.
My husband told me about the 5 day shipment and our child\'s birthday was the next day. I called the customer care and asked to speak to a Supervisor. Everyone was nice. However, I got put on hold for 20 minutes. Then, I was told that the box shipped to us could have been in the wrong spot in the warehouse. Great, but I just wanted the right item that was on our purchase slip and what we paid for. Double checking work might have solved this problem.
Ultimately, I was told no store within 2 hours or farther had this item in stock and that it would not arrive for my child\'s birthday. Which is the sole reason we got it. We were offered no overnight shipping to get it on 3/30/2016, or any other motivation to shop with Toys R Us again. I made it very clear that we no longer wanted the item and would shop elsewhere, but they said they could not cancel the replacement. I made it clear we would never shop Toys R Us again.
It was very clear that customer service was covering the issue with giving me several possible reasons why the wrong item was sent. I get mistakes, but rectifying them with quick solutions is better. I could get the item quicker if I bought it somewhere else today and paid for overnight shipping. I don\'t want to be out the money though when this mistake was a Toys R Us issue.
Thank you for your time.
Sincerely,
Disappointed Parents
Marshall and Lindsey Berkebile
