Kala sent a message to Antonio Urcelay Chairman and CEO, Toys R Us, Inc. that said:
I have called several times about an order I had placed. I did not receive an item on my layaway program because your company ran out of the item. The first 3 times I called I tried to be very patient after spending hours on the phone and getting nowhere my patients is wearing thin. I ordered the stats jump and slam basketball set, the item is 29.99 plus tax I paid for the item with my debit card through the layaway program and I would like my refund out back on the card. The first time I called the costumer service line I got a male who said it would be 5-7 days and I would receive my refund I got no reference number. The second time I called I spoke with a female who again said that it would be 5-7 days and I would receive a refund, I received a reference number. The third time I called I spoke with a lady who said that the previous person put it in the system under the wrong thing. So yet again I was another 24-48 hours do to an employees mistake. I waited the allotted time and called back a fourth time only to be told that I received an email with an e-gift card after I specified 4 times that I did not want that I wanted my money back on my card. I have not received an email of any sorts. I have checked my email and my junk mail several times. The only email that I received is a customer service survey and I did not take it as I did not have good customer service at all and still have not received any good customer service. All I want is my money put back in my account followed by an apology for the hours spent on the phone with this company over a $30 item that I did not receive. On top of the fact that I did not cancel the item the company did, I never once received anything stating that the item was cancelled or why. I had to call to find out what was going on with it. The only way I knew was to check my layaway and go down the list only to realize that I paid for an item and never received it. I can not believe the trouble Iam having over getting a refund for an item that I never got. I did not realize what a hassle and huge inconvenience to me that this would be, as I have 2 young children and a full time job and not the time to sit and email and spend hours on the phone over a $30 item. Iam an extremely frustrated customer and one that I would be doing anything to please if you wanted mine and my families continued business as we have many small children and we will not continue shopping with you if this is the way we are to be treated. Sincerely, Kala
