Hello Mr.Urcelay, My name is Besa a customer of Toy’s – Antonio Urcelay email address

From sent a message to Antonio Urcelay Chairman and CEO, Toys R Us, Inc. that said:

Hello Mr.Urcelay,

My name is Besa   a customer of Toy's R US Canada. I’m expecting a baby on August and have a registry already booked with your company considering the reputation Toy'€™s R US has. I'€™m extremely disappointed with a recent order I booked online and the customer service I'm receiving.
I received an e-mail yesterday notifying me that the order hasn'€™t been completed. The e-mail didn’t have any order info so it took a long time to identify the what this e-mil was about. Then i was asked to call my bank as the card wasn'€™t good meanwhile I used my Visa just 3 hours ago yesterday. I called the bank and they didn’t foresee any issues with it. The leady from To'€™s R Us gave me another number to call and told me they should be able to help. I left a message and no one ever called me back. I call back again the next day and the guy answered the phone said “ i don understand why they addressed you to us... give them a call back as they are the only one that will be able to help you. I spoke with the customer service and he gave me back the other number again  I told him I just was on a call with that number and they transferred me here. The customer service passed to the supervisor Messon where he tried to convince me to call the number again. I told him the story and he mentioned if i called the bank and tif there were any issues. I told me there is nothing wrong with the card as i just used again this morning and everything went thru. He re-ordered the products once more but no guarantee that will not get cancelled again. I asked if i can speak with the manager and he refused to transfer me to him. Apparently I have to end an eml and that’s the only way i can get in touch. Im worried that the product i ordered will be out of stock because i have been played around back and forth. At the end he told me that he didn'€™t re-submit the order because now i have the e-mail to reach out to the manager. I asked him why he mentioned i already gave you an e-mail. My bank will be more then welcome to speak with your department as there is no issue they see on their side. I asked the supervisor to also speak with that department looking after billings but he refused to give me that as well... Im truly disappointed at this service and hope this will get resolve soon with no issues. Kindly let me know if there is anything you can do from your side to help this product go thru.

Sincerely

Besa

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