Emily Mason sent a message to David Brandon that said:
Hi David,
I\'m writing, because I wanted to discuss my extreme disappointment with Toys R Us\' inability to resolve a customer service issue in a satisfactory way.
I have spent thousands of dollars at your store in the past and have never experienced any problems until this week.
I placed an order online and it showed delivered in my Email and I was informed that my credit card has been charged. The problem is that my package did not arrive. I phoned customer service and was told that I would be contacted most likely within 48 hours to let me know what had happened to the package and they would probably give me a refund or deliver the item. Two days later, I phone and am told that there is a 15 day process where they need to locate the item and deliver it, or give me a refund.
Honestly, I have been charged and have no item. I really feel that a company that makes the kind of money that Toys R Us makes can refund me my money so that I can purchase a new product that I need before I go back to work next week while they sort the issue out with Canada Post. I don\'t understand why they can\'t just have the item shipped back to them if it is found.
My husband has just lost his job and I am on maternity leave. I do not have extra money to be spending while your company is resolving this delivery issue.
I am really hoping that someone will be able to resolve this issue for me soon, because otherwise I am sad to say that I will no longer be a Toys R Us customer. Thank you for your time and consideration.
Best Regards,
Emily
