Andrew Henderson sent a message to Antonio Urcelay that said:
I went to the King of Prussia store this morning for the Big Backyard Premium Charleston Lodge Wood Swing Set (410750) that was to go on sale at 7:00am for $799.99... At 6:45am I went to the customer service desk to check to see how many they had on hand since the store was moderately packed... That\'s when they told me they were sold out and no other store in the country had the item in stock... Confused, I questioned how an item that was listed in a national advertisement that was set for a doorbuster sale at 7:00am was already sold out. First I was told it was none of my business so I requested to speak with a manager.
Right off the bat the person that answered the manager page, Michael, acted disgusted to even have to entertain any question I had. I actually do not even know if he was a manager or not because his name badge did not indicate it and he refused to tell me his title. Nevertheless, I asked my same question as above and he proceeded to tell me we (Toys r Us King of Prussia) have -5 of them in stock and that nationwide the product hasnât been available for months... Michael then proceeded to contradict himself and try to explain to me that items for Black Friday went on sale earlier in the week for reward members. I advised him I already knew this but this specific item was not one of the early items. Michael refused to listen and even made a comment to another Toys R Us employee asking him âis this guy deaf?â I didnât take to kindly to this comment and requested to speak with the Store Manager and was instructed to sit and wait most of the day for that to happen. I did utter the comment that I am glad that Toys R Us does not pay you to use your brain or manners and he quips I am glad youâre an asshole.
Let me first start of by saying I was in no way rude to any employee of Toys R Us and was merely trying to get an answer as to why something they advertised as a doorbuster wasnât even available. It should not matter how horrible or rude a customer is (which I was not) no employee of your company has a right to treat a customer like this. I understand that working on Black Friday can be frustrating, tasking and draining it is no excuse to act like this. I wasnât the aggressor, I wasnât being rude and if you canât handle all types of customer you shouldnât be the customer service face of Toys R Us.
While I hoped that this would be the only problem I have had with Toys R Us today, sadly it was not. After this experience at your King of Prussia Store I traveled to your North Wales, PA store arriving shortly after 7:30am. I went to the back of the store, grabbed the ticket for the swing set, proceeded to a register and inquired with the cashier if they still had this item in stock. The cashier called to the back room and got an answer of yes. I proceeded to check-out and paid for the swing-set. I thought lucky me as I was checking out. After the transaction I was instructed to go to customer service to schedule the free freight delivery. The line for the customer service desk was all the way back to the store so inquired if I could return later and was advised that would be alright.
I returned around 11:45 with my wife, son and mother-in-law for other gifts. My family went shopping while I proceeded to the customer service desk. I handed the lady my receipt from earlier requesting to schedule the free freight delivery. After entering my order number, she proceeds to tell me that this order has been voided. Confused I asked how can it be voided. She advised that roughly 10 minutes after my purchase the transaction was voided. I asked how can a transaction can be voided when the customer was not present. At this time, front-end manager (assumed she was) came over to explain to me that they did not have the item in stock for some time and that the cashier should have never checked you out and charged you. What she tells me verifies what Michael told me at the first store but what bothers me the most is Toys R US has no problem voiding a transaction when a customer is not even present.
The other thing that bothers me is what seems to be an advertisement that portrays an item for sale and you come to find out from multiple Toys R Us employees (from two locations) and numerous posts on your page today, the item was not even available. I understand doorbusters are limited quantities and when something is $800.oo off it will go fast. I am not naive⦠It just seems to be a horrible way of business to knowingly advertise something that isnât really availableâ¦
I spend thousands at Toys R Us and Babies R Us every and when someone contacts me directly I have no problem with providing them with my Toys R US credit card number to prove. The yearly trend will stop now though because of this entire situation. The only way that could change is if Toys R Us rightfully issues a raincheck for this item when it becomes available or does Toys R Us stand behind horrible management and false advertising.
My direct phone number is 610-413-9396
email Andrew.thomas.henderson@gmail.com
