Kristin sent a message to Antonio Urcelay Chairman and CEO, Toys R Us, Inc. that said:
Dear Mr. Urcelay- I am writing to you in regards to a very annoying situation that happened to me while dealing with your online employees. Let me briefly describe this situation, I bought a baby gate online to pick up in store, due to the enormous amount of snow we have been having in MA I was unable to pick the gate up in time, leading them to cancel the order. When I made this purchase and others, online, I paid with my debit card and a gift card. When they cancelled the order at the store, they credited back my gift card, only thing is, I threw it away after I used it. Not knowing I was going to cancel the order. When I called the online customer service number I was told that I would receive an email with an electronic gift card for the $50 in 3-5 days. Well, I never received it, when I called weeks later, they then told me they couldn't get in touch with the gift card department and that I would be in touch in ANOTHER 3-5 days. Well, you can see my frustration when, yet again, I NEVER received a call or email with my e-card. I just got off the phone with Jean and she said she could give me an online code that I could only use ONE time so it had to be used for $50-unlike a gift card. I am desperate and sick of waiting so I said I would take the code. When asked what the CEO's name was and mailing address or email for you, she said "You don't need that information, I handled the situation" then stating she didn't know and couldn't give out that information. I find it baffling that an employee doesn't know who they work for, she told me to hold on and then came back on to tell me your name and address (which was online anyways). I am hoping that you can help me resolve this issue, all I want is an electronic gift card that I can use at the store, without having to use it one time online just to pay additional shipping charges. Thank you, Kristin
