Daniel sent a message to Antonio Urcelay Chairman and CEO, Toys R Us, Inc. that said:
Good Evening Sir, my name is Daniel Connor. I wouldn't normally email you directly but I feel like I have no other option right now. I cant get through to any helpful customer service/sales employees, but I was able to find you on LinkedIn. I placed an order on 12/18/2014 for a gift card, not an e-card, and a personal card to be sent to my nephew and niece who live in another state. Somehow this item still has not even shipped and it has been almost a full 30 days! I have called three times now and get the same response of "we will escalate this", however no action has actually taken place. I have been told that no one can cancel the order due to "the current status" but they can't explain to me what the current status is. On top of this, we have not been offered any sort of compensation for this matter. I have shopped at Toys R Us since I was a kid, and for a kid to not have Christmas from family is hurtful. It is even more hurtful when the company has taken our money and cant give us answers to our problem. Its one thing if it was lost in the mail, back back ordered, but its another problem when it hasn't been shipped and no one can explain why. It was an order for a gift card. How hard can it be?
