Amanda sent a message to Antonio Urcelay Chairman and CEO, Toys R Us, Inc. that said:
I am writing in regards to an AWFUL customer service experience I had
recently with Babies R Us. I went to the Wappingers Falls, NY Babies
R Us to purchase the Sorelle Vista Elite Double Dresser in Vintage
Frost. We were told by the associate that the dresser was backordered,
but we could put a furniture order in, and that we could POSSIBLY have
the dresser within 3-6 weeks. We asked her if she could look at
surrounding stores to see if ANYONE had this dresser in stock. She
said no, so we went ahead with the order. This was Sunday, June 21.
June 22, I found the dresser in store in Latham, NY, about an hour and
45 minutes away from where I live. I was going to place the order
online for Pick Up In Store. I entered three gift cards, one in the
amount of $300.50, one for $16.62, and one for $9.89, and was going to
pay the rest with PayPal, when I found my PayPal did not have enough,
I cancelled out of the order screen, never submitted additional
payment, and the order was never processed or completed, it never even
shows on my account history as an order being placed and then
cancelled.
I then went back to the Wappingers store to cancel my order I had made
the day before so I could apply THAT money towards the online order
for Pick Up in Latham. When I got to the store, the manager there said
to let her call the store first to absolutely make sure there was a
dresser there, as sometimes the online inventory does not reflect what
is actually in store. Sure enough, when she called Latham, there was
no dresser there.
She then called the next closest store showing one in stock, which was
Yonkers, NY, about an hour and fifteen minutes away from me. They
definitely had one, and were placing it on hold for me. So the
Wappingers store cancelled out my order and refunded me the $150.11
that I put towards the dresser on a gift card.
I then went online to check the balances on the gift cards so I could
write which one was which when I got down to Yonkers, only to find
that all were at $0, except the one the Wappingers store had JUST
given back the $150.11 on.
I immediately got on the website and did the live chat with a rep, who
informed that the money was taken off the cards on an order, but there
was no order to be found. This supposedly was the online order I was
going to place for the Pick Up in Latham. The rep I was speaking with
said they werenât sure how that had happened, since the order was
never submitted, and didnât even show up anywhere.
The gift cards and their amounts are as follows:
The rep could see all of these amounts, but could not see what order
they were applied to, since the order was not submitted. I was assured
by this rep that a case would be made,
I was then told that they were going to have someone manually push
through the refunds immediately for the inconvenience, and that it
would be done within a couple hours but COULD take 24.
Later in the day, the money was STILL not on the cards and I called
and asked for a manager. The manager I spoke to informed
that whoever I spoke to was wrong, and that the money was going to
take 48 hours to come back on the cards, even though HE couldnât see
any orders either.
He said there was a purchase authorization hold on the cards for the
order placed (the one that doesnât exist) and there was nothing he
could do about anything. He also just pretty much sat in silence as I
asked him how could something be authorized when there isnât even an
order. He had no answers for me on anything. I finally hung up on
him.
I then had to call the store in Yonkers, and plead with the store
manager to hold this dresser for me longer as they are THE ONLY STORE
that has this dresser in stock, and they only have one. I explained
the whole situation to him, and he is graciously holding the dresser
for me until this fiasco is resolved.
Which takes us to June 23. I checked the gift cards online, again to
find them empty. I spoke to ANOTHER rep, who basically could not help
with anything either. At this point, I find this is the worst
customer service I have ever experienced in my life. No one can help
with anything, no one has an explanation how the money was taken off
the cards when the order wasnât even completed.
I donât understand how nothing can be done about this other than
making a customer wait around for over $300 to get credited back to a
gift card.
I want a phone call, or an email, or a letter, something. I want to
talk to someone who has the utmost authority. This is totally
unacceptable. A 9 month pregnant woman should not have to deal with
all this aggravation, ESPECIALLY from a store FOR moms and babies. I
will never shop at Babies R Us or Toys R Us again, if I canât get in
touch with someone who can offer me a solution, or an apology, or some
kind of reimbursement for all this nonsense.
I will also be sending a hard copy of this letter as well to the offices.
Sincerely,
Amanda
