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Major gripe with Toys R Us, anyone else???

8 replies

shatteredmumsrus · 22/02/2010 14:28

Bought my son a bike from Toys R Us last October. It was set up in the shop and on display.Wasnt happy with it as wheel kept jammin and he would fall off, so I took it back 3 weeks later. They were rude and insisted it was my sons fault. He misused the bike!!! 9 yo for gods sake! After 2 hours in there they said they had fixed it and I took it home. When we got home my husband checked it and the brakes were not working. Took it back and they said they would send it off to their Q&a dept. That was before Xmas. After weeks of no call I rang them and they said it had been checked out and it wasnt set up correctly and then misused!!! For a start they set it up as it was a display model. Argued this til I was bluein the face. Rang trading standards and they said to write TRUs a letter and give them 14 days to respond then Trading standards will intervene. TRus have said they will fix it again, My son had a bike for his 9th birthday last October and still hasnt got ne. I dont even know where the actual bike is!Im sooooo cross and feel sorry for my son. A big company like that and they wont refund a mere £80!!! any advice or similar problems with TRUs????

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shatteredmumsrus · 22/02/2010 16:15

bump

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ShrinkingViolet · 22/02/2010 16:21

I took Toys R Us to court a few years back because they refused to refund for a cancelled order (which I'd cancelled as it was taking so long to be delivered). They ignored the court order, and only paid up as I got bailiffs sent in. Was the most satisfying £50 i've ever spent .
No advice, just keep hammering away at them, put it all in writing, and keep copies.

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shatteredmumsrus · 22/02/2010 16:25

Wow thankyou - I have never had such terribe customer service. I am lost for words with them I really am. I cannot stand things that are not fair. I saved for 6 months for his birthday present and he has only had it for 2 weeks last October. I dont even know where it ia????

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PrettyCandles · 22/02/2010 16:35

Yeah, me too. They had a buggy in for a repair which they said should take no more than 3w to approve and maximum 3w to send-repair-return. My maths says that totals 6w. 6w later they still havcen't called me toa pprove the repair so I start calling them. I call them every month. 6m later they finally 'fess up: Chicco have lost the buggy.

Chicco? I'm not convinced at all.

It is only when I stop being polite and accommodating, and state that I don't give a monkey's who 'lost' the buggy, that I gave into TRU's safekeeping and have a receipt for it, and that I expect a replacement buggy by the end of the week, that they suddenly find it. Or, as they put it "Chicco sent it back".

What a coincidence that, 6m after booking the buggy in for a 6w repair job, Chicco just happened to send it back 2 days after I kicked up a fuss.

But, sorry, other than getting politely shirty, I don't have any advice on how to deal with the situation.

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shatteredmumsrus · 22/02/2010 16:37

its ok thankyou i was starting to think it might be me!

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Amandoh · 22/02/2010 16:53

I do have a gripe with Toys R Us but it's not customer service related.

It's their toilets. They're always pretty grim but the last time we shopped there (January) they were worse than ever. The floor of every cubicle was soaked. There was a dollop of poo stuck to the ceiling(I have to stop myself working out how it got up there and just hope that hands or whatever were washed). Then I burnt my hand as the water from the hot tap was stupidly hot. It wasn't tepid, then warm, then hot as you'd expect. It was just boiling point! I had to warn other mums in the toilet not to use it.

I came out and told DP who spotted a group of staff standing around having a bit of natter. He went and told them that the toilets were a mess and that I'd burnt my hand and one of them said "Oh right. We'll have a look" then carried on the conversation. DP interrupted them again and said that it needed sorting out straight away to which he got a stroppy "Right, I'm going now."

I'm aware that it's not the staff that make the mess in the toilets but it's their responsibility to keep them in a hygenic state and I was stunned at the complete non interest in my being hurt. If it had been my son that had put his hand under that tap then I'd have been furious.

We'll never shop with them again.