Cheyna sent a message to Antonio Urcelay Chairman and CEO, Toys R Us, Inc. that said:
Mr. Urcelay,
I was involved in an accident at your Johnson City Babies R Us on April 29th, 2015.
I have tried to reach a resolution with your claims management department for 18 days without involving you and other executive board members, however, this is proving to be an impossible feat.
On April 29th my husband and I created a registry and purchased a glider. The associate on duty wheeled the glider to our car and as my husband and I lowered the back seat (accessing the back seat from each side door) your associate loaded the glider. At one point he said "ouch, you almost got some free fingers, it slipped and pinched me!" We laughed and I asked him to be careful. When I got home to unload the glider we noticed two large scratches with paint transfer on my bumper and damage to the back of the glider where your associate apparently dropped the glider on the bumper. I immediately called the store to report the incident and e-mailed them pictures of the damage.
The next day I was contacted by the store manager who informed me that I needed to drive back to that store so she could take her own pictures. I told her that it would be a couple of days before I could come back since I am working 13 hour shifts six days a week and am 8 months pregnant so most days off are spent in a doctor's office. The following week I drove back to the store. When I arrived the store manager told me that she just went ahead and sent the pictures that I took into claims management and that I did not need to come out. This would have been nice to know before I wasted my one day off driving two towns over to rectify a situation caused by your company, but I digress. She gave me a number to call and said they would handle it from there.
Over the course of the next 10 days I called that number relentlessly. The line would ring and ring and then send me to voicemail. I left at least one voicemail each day. Never, not once, did someone call me back. One day when I called someone answered and said they needed to transfer me to the Johnson City representative. The call transferred me straight to a voicemail box, which I left a message on and heard no response.
After being given the run around for over two weeks I decided to call the customer service hotline and speak to a representative. I explained everything to her and expressed my dissatisfaction with the claims process. She told me she would send an e-mail to the "proper department" on my behalf but that the case was "under investigation" as far as she could tell, which also would have been nice to know in the two weeks of relentless calling I had made prior. I asked her when I should expect a response and she said probably in the next three days. I told her that this, too, was unacceptable and that if I did not hear back from someone in 48 hours that I would contact you, Mr. Urcelay. Yesterday I did receive a call - from a store manager in Florida who had no idea why my case was forwarded to him. At this point I am completely fed up.
I registered for thousands of dollars worth of merchandise from your store. I am bringing you business and all you have given in return is a damaged glider and two large scratches to my car. How does this speak of your company? Is this the image you wish to portray? I am seeking reimbursement for the glider, compensation for the damage to my car, and compensation for the weeks of hassle your company has brought me. If I do not receive a satisfactory response by the end of business day on June 19th I will be removing my registry and registering at Walmart instead. I will also be reporting your company to the Better Business Bureau.
