Lorra sent a message to Antonio Urcelay Chairman and CEO, Toys R Us, Inc. that said:
Dear Mr.Urcelay On the morning of January 30 I placed an order for babies R us diapers size 6 at a cost of $23.99. That same afternoon I received an email that stated because the order had not been picked up it was canceled. I call customer service I spoke with a gentleman by the name of Jesse I don't know the state that he was in but I do know he was in the south. I explained what happened he was very apologetic. Because of the problem Jesse reduced the price $10. My granddaughter went to the White Plains store to pick up the Store pick up of diapers today and was told they didn't have them in stock which Jesse checked on his computer before he placed the order. She said everyone was very rude she called the 800-number the person that she spoke to was even ruder. My granddaughter has two sons one nine months old and one 2 1/2. I am very upset that on two different occasions Toys "R" Us fell below what I have always recognize as a level of excellence in customer service and merchandise. I don't understand how the same problem could happen twice in less than 24 hours! Mr. Urcelay two of your stores are in desperate need of the right way to say we do not have the stock in the store, and the correct way to compensate a customer when an order was correctly placed by a team member. I hope to hear from you Mr.
