Linda sent a message to Antonio Urcelay Chairman and CEO, Toys R Us, Inc. that said:
Good evening! I am writing you to say how disappointed I am in your online service. I will pay more from now on and shop completely with Amazon, as they are dependable and GET IT RIGHT. I have enjoyed the experience at your store at the Akron, OH store near Chapel Hill Mall. But sadly, I have many reasons to not continue shopping with you once I get my refund (which I hope I DO get). I had ordered items from TRU, and all but one have come without any of the boxes being damaged. This is due to one piece of bubble for the package, and it gets beat to heck in the process. I would not mind if it weren't for being Christmas/birthday presents. The first item I decided to send back. The clear, hard plastic covering the front of the box was broken up. I got a label from TRU, and sent it back. It was delivered to the center on 12/8. Today is the 21st, and I have yet to have gotten a refund or heard from them! Can I say that my money is sitting there, basically, unable for me to purchase another toy, because the refund has not been issued? The last item that I got damaged was a Frozen Castle. I received another exact item as I was giving them to two granddaughters. I called TRU out of frustration and explained the situation. When I couldn't understand the customer service rep because of her strong accent, I asked for a supervisor. When she finally got on the phone, she sounded just like the customer rep I had talked to. She offered to give me a full refund (and keep the castle, as the box was damaged, what would they do with it?) plus a $10 credit to buy a new castle when they came back in stock. Since I needed it for an early Christmas, I could not wait for another one to get back in stock. I got confirmation #s. When no refund showed up, I called back. This girl said there was no way TRU could do this. Finally, she said "let me ask you something. Do you have your refund? " I said no. She said 'Exactly'. I cannot believe that a customer SERVICE person can be so rude! So now I only hope that I get my refund for my toy that the return center now has.....I am a positive person, but this online shopping has made me very frustrated and saddened... Linda
