Dan Wineinger sent a message to David Brandon that said:
I am just writing to inform you have recent issues I have been having with your website and lack of resolution offered by customer service. I make quite a few purchases at your stores and website, but my experience yesterday has left a very sour taste in my mouth. I was trying to order a 15ft trampoline that was offered for $199.00. I went online shipping fees were understandably $70 do to size and weight. I was given the option to pick up at store within an hour for free. I selected my store placed my order, was given an error message that store was sold out, once again I understand that can happen. What upset me is website knew product was unavailable but still got an authorization on my credit card. I fully understand my bank is the only one that can release these funds back to me but why was an authorization even obtained by Toys R Us if product is not even available?
I called customer service to ask my question, the rep that answered was not understanding my question and seemed to just be reading the same scripted answer to a question I did not ask. I then asked to speak to a supervisor, the lady I was transferred to understood my question. She was appolagetic and explained to me the authorization was caused by a glitch on the website and my bank would release my $217 back to me in 5-7 day! The only solution offered to me was for me to take my time call my bank and have them conference them in to see if they will release hold earlier. I would have preferred customer service to find me a store that has it available or ship it for free since they already got an authorization for payment because of a "glitch".
I should not have to jump through so many hoops just to make a $200 purchase from your company
Sincerely
Dan Wineinger
(623)210-6437
