Holly sent a message to Antonio Urcelay Chairman and CEO, Toys R Us, Inc. – email address that said:
Hello, I am writing this today as I am very disappointed in a recent order I made. I ordered two Fisher Price smart toys on 12/14/2016, one bear and one monkey. When they arrived I tucked them away as the kids were home and didn't want them to see what arrived for Christmas. Less than a week later I was wrapping presents and opened the boxes to find out I had received two bears. I called customer service and a new toy was overnighted to me. When I opened the box it was another bear and not a monkey. I called the customer service line again. I had to call twice as after being on hold for 45 minutes when the rep answered the phone they must have hit a button by accident because I was disconnected. After calling again, I was overnighted another toy. This one arrived just in time for Christmas. When I opened this box the toy box was caved in on both sides, but it was a monkey. The shipping box was perfectly fine, just the toy box itself was smashed, so I know it didn't happen in transit. I don't know why a toy would have been shipped out in this condition and almost feels like it was done to me on purpose for the fuss I was making. I went ahead and wrapped it in hopes it would work. Christmas came and the kids opened their toys, we charged them up and the monkey didn't work properly. Not wanting to sit on hold for another 45 minutes I wrote to Toys R Us on Facebook stating everything above and how upset I was because of everything and then how my children were now fighting over a toy that worked. I stated I needed a monkey that worked and I ended up getting a refund without a confirmation. The toy when I bought it was on a flash sale and I bought it for 30 dollars plus tax. The refund I received was for 15.95. Again I had to contact Toys R Us. By then I had to take away the working bear from my daughter as it was creating chaos in my house. Again I stated that I wanted a working toy and that I didn't want a refund. I was apologized to and issued a full refund for the entire purchase. While I appreciate the extra money given to me, it is not what I wanted nor what I paid for. I am very disappointed in how this was handled and the whole experience. I understand the holidays are a very busy time and mistakes do happen, but to have this much happen with one order and the disruption in my house is unbelievable. Friends and family have been surprised at the whole incident as I have been posting about the whole event as things have unfolded. Whether or not I ever shop at Toys R Us is unforeseen but if I do I hope I never have to go through anything like this again.
Thank you for taking the time to read this.