Robin sent a message to Antonio Urcelay Chairman and CEO, Toys R Us, Inc. that said:
I am sending you this email in search of a response to an issue I am having with Toys R Us. In the Black Friday ad the Charleston Swing Set was on sale for 799.99. I went to my local store in Royal Palm Bc., Fl before 7:00 a.m. to purchase the set. The manager told me they never got them in. He also said due to high demand from other customers he called all stores in our area and those stores did not get them in either. After talking to customer service which included Crystal, Marley McClure and Marsha (supervisor) I was promised a response from the Corporate Team in a day or so. It has been close to 2 weeks and no response. What they said they would do is give me a rain-check for the Charleston swing set for the sale price or allow me to purchase the Kensington swing set for the price in the ad. I have notified The Better Business Bureau and also I put in a claim to Channel 5 news using their Customer Watchdog program.
Toys R Us was bought out by
BAIN CAPITAL, KKR AND VORNADO COMPLETE ACQUISITION OF TOYS âRâ US, INC.
for 6.6 billion dollars July 2005 and I will contact them if Toys R Us fails to respond to me at this time. I find it hard to believe that Toys R Us puts themselves first and the customers second.
I would like what was promised to me in the form of a rain check for the Charleston or allow an online order for the Kensington swing set at the 799.99 ad price.
Last but not least as a customer I would like to express my thoughts. Good companies with longevity in the market place need to stand by their promises to customers who keep them in business.
My reference given to me by the supervisor I spoke to on the phone
I want to say thank you but Toys R Us needs to earn it.