Stanley Robinson sent a message to David Brandon that said:
I am sending this message to express extreme disappointment in the level of service I have received from Toys "R" Us. I made a simple online purchase for $24.99 and was sent the wrong toy. I attempted to reach out to a representative on the Customer Relations phone number and have spent over 2 hours waiting on the phone and have not received an answer. I attempted to exchange the incorrect item at Store 7012 in Houston, and after being given the option to pick up the correct item, another manager or team leader advised me that exchanging the item that was screwed up from online could affect that store shrinkage. At the end of the day, there should be a system in place that will credit the store that fixes or resolves the issue but shrinkage is not a customer problem and it is not my fault that whomever packaged the equipment failed to select the appropriate item. So I am 9 days out from Christmas with a toy I do not want and no resolution. I drove to a store only to be turned away after reading the policies online which state that items can be returned at a store. I would like to request a full refund of my money and I think that Toys R Us should present me with a gift card for facing this inconvenience. Contact Phone: 832-488-0738
