Juan sent a message to Antonio Urcelay Chairman and CEO, Toys âRâ Us, Inc. that said:
Dear Mr. Urcelay, I went into Toys R' Us for return today. I paid cash an hour prior and came back to the exact same store. During the conversation, the Returns lady asked for my ID. So I gave her my California's Drivers License. As I was conversing with the other store members, I overheard her putting in my information (including my DL). Then she asked for my phone number. I was annoyed at this point and told her I wasn't happy with having my information input into the computer. She said she needed a phone number or she couldn't do it, so I made one up. I told her again I wasn't happy with my information having been put on a computer, since I had paid cash. So she told me I could "complain" to Customer Service. So I did. That's where I met Douglass. Douglass is was kind of a jerk. He kept saying "I understand and that it's company policy". Well, my company policy is that I don't like being tricked into giving my info to people. That's what I felt happened and I told that to Douglass. So then Douglass said he couldn't do anything and said I would have to call another compnay. I knew he was wrong but gave me the number to The Retail Equation; the third party company who handles your Returns and Exchanges specifically. So I called them too. They were able to confirm that not only did they have my name, address, and made up phone number, but that my Drivers License number also. This was very disconcerting to someone who likes to keep his personal information private. Identity theft is a big deal and having my information on another company's computers is a huge deal for me. Especially since my name is extremely common in the Latino community. My information becomes very valuable. So Mr. Urcelay, I know you have better things to do than dealing with ONE CUSTOMER. It would be much appreciated if you could delegate this issue to someone and ensure my information is taken off of Toys R' Us and The Retail Equations computers. I never agreed to give my information to your company, let alone having my Drivers License number residing on a Third Party's servers/computers. I take my privacy seriously and is one of the reasons I paid cash. My family's security is very important to me. If you have children, you understand. I have never done any online business with Toys R' Us and sadly after this, I don't think I ever will. Your SHOW ID policy on a cash transaction is flawed and should be reconsidered. Having worked in both retail and customer service, there are plenty of tools to ensure proper inventory and cash tendered. Either your Managers are being lazy in reconciliation protocols or this was just a sneaky way to get Customer Information? Regardless, I'm not happy with my personal information being taken from me. You guys are Toys R' Us. Your employees are held to higher standards. I sincerely hope this matter can be solved amicably. Thank you for your time. Juan
