Christopher sent a message to Antonio Urcelay Chairman and CEO, Toys R Us, Inc. that said:
I have been a customer of Toys R Us and babies R Us for many years and have become concerned with specific customer service issues between youre company and your banking/gift card companies. My wife and I recently tried to purchase a crib for our latest family addition and we tried to utilize gift cards for this purchase and order online. When the order was placed the online system stated that the order could not be processed, but the system drained the gift card accounts for the price of the item. I immediately called and received a response that I need to wait 48 hours for the system to send back the funds to the gift card. We waited 72 hours and checked the gift card status, still no refund. I contacted your customer service again and they stated that they will email the Customer Care Group and flag it urgent and that the funds will be there in 24 hours. I waited the 24+ hours, still no refund. I called again (3rd call) to customer service and they stated the last person did not submit the flagged urgent message correctly and to wait an additional 24 hours. This person stated the exact same response as the previous customer service agent. My concern is that this will continuously be perpetuated and that the funds will never be reimbursed. There should be a way to place the order on company credit due to this false order generated which only affected the gift card and not the order itself. The customer service folks can see that there was no transaction and how much money was taken, yet there is no way to submit the order. How do we get this rectified in a timely manner? The last Item I would like to bring to your attention is that the website has "glitches" so to speak and I have read many complaints that this has happened to many others. Please let me know how this issue will be resolved, thank you in advance. Christopher
