Melissa sent a message to Antonio Urcelay Chairman and CEO, Toys R Us, Inc. that said:
Good afternoon
My name is Melissa. I placed an order at Toysrus on March 21, 2015 of the charleston swing set. I paid for the swing set with warranty in full of the day of purchase. Your associate Lindsay was not educated in the policy of how to do this type of transaction and forgot to give me the paper that had urban express' code so I could set up a time to deliver and install. I assumed everything was taken care of but around April 15, 2015 I realized something must have been wrong, I contacted the store about my order and your associate said it must have been urban express' mistake so I contacted them. Unfortunately I had to call back toysrus because it was not urban express' mistake, the mistake was made by your company. I asked to speak to the manager at the store his name was Jamal, the associate I spoke with said he was too busy to get on a phone with a customer and asked that he return my call, I politely said no I need to speak to him immediately, this problem needed to taken care of and explained the issue I was having and the associate put me on hold and conveniently the call was disconnected. I put my daughter and nephew in the car and we headed to the store to speak to Jamal directly without toysrus' phone problems. Finally someone I hoped fixed the problem. It took urban express 3 different times to actually come out to try and put the swing set together but when they went to toysrus to get the swing set, toysrus had them waiting an hour to pick up a swing set that had been in the warehouse since 4/15/15. Then when the gentlemen get it to my house the box looked like it had been tampered with and sure enough there was no hardware set to put it together. The gentleman called toysrus location and spoke with the manager Verkisha but there was no way to overnight the parts and here were 2 months since ordering a swing set that was paid in full IN CASH and I still do not have a swing set. I have tried to call your corporate line to get ahold of the district manager Vinnie DiGiovine or even the CEO Antonio Urcelay but that corporate number is l designed so that you can only leave messages and nothing gets taken care of. I have left a message for any department I can, I will also be sending this email to any email address I can find for Toysrus. It is so upsetting that this company is not customer oriented and here I am explaining to my 5 year old she doesn't have a swing set because Toysrus lack of hiring people with any form of customer service skills.
Thank you
Melissa
