Laura sent a message to Antonio Urcelay Chairman and CEO, Toys R Us, Inc. that said:
Dear Mr. Urcelay, I hope you and your family had a wonderful Merry Christmas. I am emailing you this so that this doesn't keep happening to others. On Dec. 9th, I walked into the Toys R Us off Parmer lane in Austin, TX. and inquired about the purchase of two 10 inch Kurio tablets for two 7 year old kids. I am a teacher and wanted a tablet for my kids for education. I found a sales person and asked questions so that that I made sure I purchased the right one. Even though I am a teacher and do not have much money, I still would spend a little extra to get the one that works right. The sales person did not know much about any of the tablets but he did say if we weren't satisfied after Christmas then we could return them. The sales person did not let us know that there is a 15 day return policy which is almost impossible in Dec. since Santa comes at the end of the month when purchasing anything at the beg. of Dec. If he had let us know that Toys R Us had a 15 day return policy, we would have never taken the chance of purchasing these items and would have purchased a known product like Samsung, which also was sold there. We were skeptical to give toys r us another chance since a few years back we purchased a Nabi that only worked for a year. I still have that Nabi that sits on the shelf. However, I wanted to give Toys R Us another chance. On Christmas, we set up the tablets after kids opened them up from Santa and then they both locked up about 3 times that day. They tried them out the next few days and they kept locking them up. that is when I decided to exchange them for the Samsung ones, which were on our list and just pay an extra 100.00 as originally planned. When I went to exchange or return the items the lady said it was a few days after the 15 days and they couldn't. I was very disappointed that it had been only a few days after Christmas and the lady was rude in front of my kids, especially when Santa brought them. Hence, my kids are stuck with 2 tablets that lock up constantly. I am talking with the manufacturer which isn't easier. We have decided to not buy electronics from toys r us anymore and to let our community know. I am writing to you so that you are aware of the customer service in our local area. I have NEVER written about a complaint but I would want to know if I was a CEO of a corporation and you need to know that the technology dept. should know this information. If I had known that they lock up like this, I would not have purchased them. Please know that I am saying all of this in a professional and kind way. I am not mad just disappointed. With Kindest Regards, Laura
