One of the great things about being a blog owner is that I get to use it as a sounding board as well! I know there are a helluva lot of other things in the news today that I should, as a political blogger, be blogging about – but – this falls within the realm of personal responsibility and corporate big wigs who don’t give a shit about their customers – just the bottom line.
I and my family will embark on a personal indefinite boycott of Toys-R-Us. I am not asking anyone else to join us. However, if you feel so inclined after reading this – we welcome you. I will be naming names, giving phone numbers, and locations. I’ve been through this before with other companies – so – I don’t really give a shit at this point – because – I know in the end – if they decide to attempt to take any action against me – it will turn ugly for THEM real quickly.
While I may not be one of those big prominent bloggers – the fact of the matter is – 85% of my traffic comes from google searches. With a PR of 4 – and with the right SEO – this post will hit in the top 20 – and possibly top 10 searches for Toys-R-Us. Given this is the Christmas season and everyone is doing a lot of online shopping and searching – I have no doubt someone is going to come across this post and think twice about purchasing something from Toys-R-Us.
Here’s the story – on November 11, 2009 my wife went to the local Toys-R-Us located at 6233 Tacoma Drive, Port Richey, Florida 34688 – phone number (727) 842-8697. There was a promotion going on – if you buy the Fisher-Price Loving Family doll house – you also get the Fisher-Price Loving Family mini-van free (while supplies last). Well – we spent $160 and upgraded to the Fisher-Price Loving Family Grand Dollhouse Super Set. With everything else going on and the other things we were buying – we forgot about the mini-van. It wasn’t until we got home and realized we didn’t get it. My wife immediately called the store and told them we forgot to get our Fisher-Price Loving Family mini-van.
The customer service representative we spoke to said they didn’t have the mini-van at that time and that is why the person at the check-out counter didn’t say anything about it. However, she told us they would be expecting more in and to just come back with our receipt and we would receive a mini-van.
My wife was calling the store frequently to find out when they got the mini-van back in stock. On December 2, 2009 the customer service representative for the above mentioned store said they just received another shipment in. My wife explained the situation and she told her to come in with her receipt and she would get the mini-van. On December 3, 2009 my wife went to the store to get her mini-van. Mind you, this mini-van has a retail value of only $22.99. However, that is a $30 savings and given that we stick to a budget for Christmas shopping – this was an extra $30 we could spend on something else for the kids.
While my wife was at the store, she decided to pick up a couple other things. Once she got to the checkout counter she inquired about the mini-van. A store employee named Tracy, we assume she was the manager, was standing in the customer service counter area next to the check out counter and overheard my wife’s conversation. She snapped – and I do mean snapped – “that promotion is over.” My wife tried to explain that someone from her store told her to bring in the receipt and she would get the mini-van. Tracy proceeded to argue with my wife in front of other customers, berated and humiliated her, and told her that the promotion was over and no one in that store would ever tell anyone they could have something that wasn’t available. My wife said this woman was really nasty to her. She called me and told me what happened, so I immediately contacted Toys-R-Us at 1-800-ToysRUs and spoke with an individual named Connie and related the story. She was very sympathetic to the story and promised she would send the complaint up to their corporate customer care and someone would call us within 4 – 7 days.
Today, I spoke to an individual named Holly at 1-800-961-5984. I gave her my complaint reference number – 091202-006328. She essentially parroted back my complaint – “So, you purchased the Fisher-Price Loving Family Grand Doll House Super Set during the promotional period that included a Fisher-Price Loving Family Mini-Van, correct?” To which I replied in the affirmative. “And at the time of the purchase the mini-van was not available correct?” Again, a reply in the affirmative. “And you were told to bring in a receipt of your purchase and you would get the minivan, correct?” – Again, in the affirmative – at this point, I’m thinking we’re almost home free and I would be getting that mini-van. “And, when you got to the store, the store manager told you the promotion was over and you could not have the mini-van, correct?” I said, “correct.” Here’s where it all fell apart -
Holly – “The store manager was just following store policy. The promotional period was over and it did say while supplies lasted.”
Me – “I get that. So, given that your employee told my wife to bring in the receipt and we would receive our mini-van, when do we get it?”
Holly – “We stand behind our store managers. It was a limited offer while supplies lasted.”
It took me a second to realize what she had just said – being the clown that I am – I blew a gasket
Me – “So, what you’re telling me is that a representative of your company made a promise that you do not intend to keep. I paid $160 for that doll house knowing we would get a mini-van with it and now you’re telling me that you refuse to honor the agreement made by a company representative?”
Holly – “The store manager was following company policy. Had the shipment come in during the promotional period, you could have gotten the mini-van. Since the shipment came in to the store after the promotional period, you cannot have the mini-van despite what another employee said.”
At this point – I was real close to yelling in the phone -
Me – “Okay – I get it – so, this is essentially a bait-and-switch. You keep a very limited supply in the store during the promotional period knowing you are going to run out and you tell everyone that they could buy the house now, keep the receipt, and get the mini-van later, knowing damned well the resupply shipment won’t be coming until AFTER the promotional period. This is an unfair trade practice and is deceptive marketing. I will be filing a complaint with the state.”
Holly – “Do what you need to do. The promotion was over.”
Me – “Oh, you have no idea, Holly. This isn’t over”
So – here I am now. This was an obvious bait and switch to get people to buy that freakin’ expensive assed doll house. I know the mini-van is only $23 and if I really want it, I could buy it. But, it’s the principle of the thing at this point. This is a big corporate conglomerate that really doesn’t give a shit about the customers. It is all about the bottom line. Geoffrey the Giraffe and the rest of those bozoes at Toys-R-Us suck! I will never be a customer there again. I am but one individual in a sea of millions. This is a warning to all out there – Don’t Buy Anything From Toys-R-Us. If you ever have a problem – they don’t care. They will not do the right thing.
I have already filed my complaint with the state. I will also be letting my local news agencies know about this as well. One of them will probably pick it up as they each have a consumer advocate lawyer on staff who loves to take these kinds of stories on. Whether I get my mini-van or not – I just wanted everyone out there to be very wary of Toys-R-Us.
If you’ve had a negative experience with these bastards – please leave your comment here. I would love to compile a list – which will also help to bring this up in the search rankings on google.
Sphere: Related ContentTags: deceptive practices, Fisher-Price Loving Family, Geoffrey The Giraffe, Toys-R-Us
December 7th, 2009 at 3:18 pm
Yep, this sounds about right. I don’t shop there, so not to worry about me giving them any money. Greed prevails doesn’t it. Yes it does.
Reply to Comedy Plus
December 7th, 2009 at 3:20 pm
I never buy anything there. I’ve always been suspicious of that damn giraffe.
Reply to steve
December 7th, 2009 at 3:43 pm On Thursday around 10:30 pm, 12-3-09, I contacted the Hamilton Place Toys R Us. I asked if they had any Zhu Zhu pets accessory items. I was told that they had none in stock but had a truck unloading and would have some items the next day and would open at 8am. I arrived around 7am and was 3rd in line outside the store. When I walked into the store I asked where the Zhu Zhu items were located and was told they had no items instock. Almost immediately someone walked past me with the item I was seeking. Unfortunately, all the items were snatched up before I could reach the shelf. I asked to speak to a manager and was directed to the asst mgr. John. He was incredibly rude and said I should have gone straight to the item instead of stopping. I asked how I was supposed to know where the item was located? I was left with the general impression that they found it amusing that people were lining up for zhu zhu pet merchandize. I was further infuriated to discover that the items had been instock the night before when I called as none had been on the truck. The clerk that I spoke to had obviously not been interested in actually checking to see if the items were in stock that night. I live only 5 min away and could have driven over immediately. An employee then said the items might have been hidden in the store. I asked if they could check their inventory and see if it showed any items in stock. They refused to even look. I went to the customer service desk and asked for the name of the actual manager and told them that this was the worst customer service I had ever received. The asst manager then surfaced again and refused to give me the name of the manager or district manager and said if I was going to continue complaining I could leave or I would be escorted out. I never raised my voice or used any profanity. I only stated that I felt I had been lied to and that their service was deplorable. I left a message for whoever was the mgr to call me.I never received a call. I called back and finally got the mgr. She asked what I wanted and said she had never received my message. I explained what happened and stated I would like an apology from the sst mgr who had treated me so rudely. She said it was not their policy. So for the record, it is ok to be rude to customers at Toys R Us. They could care less. I will never shop there again. Update 12-7-09 Someone from the infamous corporate customer service dept. just called me. She said she would never wait in line for a toy and that she could not believe that people did, that you should just get them something else. She said that employees are not expected to apologize if they are rude and disrepectful to customers and then hung up on me when I asked for a supervisor. Count me in!
Reply to Joan
December 7th, 2009 at 9:26 pm
Joan – thank you so much for providing your story here. It truly is unbelievable the way their employees treat the customers. Apparently, this must be a widespread problem with organization if it is happening in multiple states.
Reply to The BoBo
December 7th, 2009 at 3:45 pm Ridiculous. Not only the bait and switch, but also how they treated your wife. I would be mad as hell too, I can guarantee you that. Bobo, please keep us updated if there are any new developments. And always a pleasure to read your blog.
Reply to Rudy
December 7th, 2009 at 9:24 pm
Hey Rudy – of all the things that really pissed me off – it was the way they treated my wife. I got so pissed off today about them sticking with “corporate policy” that I didn’t even get to the part about their treatment of her. It’s just ridiculous. What the hell ever happened to customer service?
Reply to The BoBo
December 7th, 2009 at 10:05 pm Oh boy, oh boy! This is a blood-boiling and heart-racing kind of situation. You’re right to file a complaint. Too bad that Toys-R-Us company doesn’t practice good customer service. It’s probably the main reason that most of its stores closed, including the one in our area many years ago. Good luck to you. I hope that the company will do the right thing. tashabud´s last blog ..CHAPTER SEVEN
Reply to tashabud
December 9th, 2009 at 11:37 am
Tashabud – I can remember when this store bent over backwards for their customers – now – they just really don’t care. I don’t know how far my complaint with the state will go – but – we’ll see.
Reply to The BoBo
December 7th, 2009 at 10:10 pm BoBo: Many years back I was a department manager for a “big box” store. I can’t tell you the number of times I discovered hot selling items at Christmas that were stashed, either for the employee for take home later or being held for someone as a favor to pick up on a pre-arranged date. Back then we had a policy of bumping to a similar item of value or price if the advertised item was sold out. Times have changed. Now managers and employees have bonouses tied to part of the salary structure. That means profit margin and they won’t hit it by giving away merchandise after the promotion or bumping to a more expensive item. It sucks, it’s bad business from my perspective, and it shoots down any idea that the customer is king. That manager should realize your kids are the stores life blood. A parent easily could spend over a $1000 dollars per child at the store during the childhood years and thats being conservative. Not very smart in an economic downturn where every store is fighting for every dollar and trying to keep every customer they can. I guess they don’t teach their employees about customer attrition. At the very least they should have given you an in store credit. I sure hope you get satisfaction. Give em hell and MERRY CHRISTMAS! EJ Edisto Joe´s last blog ..PEARL HARBOR DAY REMEMBERANCE AND THOUGHT
Reply to Edisto Joe
December 9th, 2009 at 11:39 am
Edisto Joe – I can certainly remember some Christmas’s where I spent a helluva lot more money than I have done in the past couple years. I’ve cut back considerably on the budget due to the economy. I am in total agreement – you would think that given this economic downturn – these stores would be doing everything they can to make sure they have returning customers. This definitely is not the way to go.
Reply to The BoBo
December 8th, 2009 at 1:55 pm Damn, and I spent almost 200 dollars there a couple weeks ago for my kiddos! I didn’t realize how bad it was! Thanks for letting us know!
Reply to Crista
December 9th, 2009 at 11:40 am
NP – if you’re not having any problems with them – I wouldn’t worry too much. However, just know that their corporate policy is to not give 2 cents about the customers if there is a complaint.
Reply to The BoBo
December 8th, 2009 at 10:50 pm In all honesty friend ~ I read this this morning and didn’t comment because it came across to me as “another bump in the road”. I used to get just as ticked off as you are over things like this. I used to get all bent out of shape because I was raised to keep my word and it tore my nerves up to deal with people that simply don’t understand the concept.In any case, I thought about it this evening and I found myself hoping that you don’t allow it to ruffle your feathers to the point that it zaps $160 worth of energy from your ability to focus on all the blessings you have been able to afford.Thirteen years ago I invested $10,000 on a mans word and lost. I fought to the best of my ability for years and eventually gave up. The connections between the business and lawyers in my area was stronger than I. I learned an expensive lesson but I know that others have learned a few more lessons much more expensive than mine. I consider myself blessed and wiser for it.Merry Christmas to You & Yours!
Reply to Rebecca
December 9th, 2009 at 11:49 am
Rebecca – Merry Christmas to you and yours as well. Thank you for your comment. Yes, this does indeed get my knickers in a twist – however, I do feel very fortunate for what I have and what I can give. While I know that I’m complaining about spending that amount of money on one gift – I also do know and understand there are many out there that don’t even have that to be able to provide for Christmas at all. It is for that very reason that I am very charitable, not just during the holidays, but throughout the year. I used to be in that situation. There were several years when my family was young that I couldn’t afford to give my kids much at all. I guess, since I have a second chance with new little ones, I’m trying to make all their wishes come true – something that I was unable to do with my older ones when they were little. We’re also teaching our little one’s to be thankful for what they receive and to be charitable as well. So – yes – this upsets me – but – it has nothing to do with the toys themselves – it has to do with the attitudes of businesses these days – they don’t care.
Reply to The BoBo
December 9th, 2009 at 12:13 am Bobo that’s some real bs fo-sho !I’m IN. yeah they can forget anything from me and my posse,as I will be forwarding and reposting this to my groups.a company the size of this needs to realize that customer serviceis what we are purchasing – not toys. this year Princess Z and therest of the posse’ won’t be getting anything from Geoff – OH NO !Disrespecting Your Wife; they shoulda been talking to me. trust me, you know what happens when you drop to a whisper. Bishes get fried.I suggest you also send a copy of your complaint letter to the Huffington Post; Tampa Tribune; and the Miami Herald. they are all big this season on housing consumer data and reviews of service. ooooo I can imagine your wife wanted to slap fire from that heffas’ ass. does she practice Krav too ?
Reply to RE - A BadGalSays
December 9th, 2009 at 11:52 am
LOL – unfortunately, my wife is very non-confrontational – that’s why she left it in my hands. Had I been there myself, I think I probably would have been escorted out.
I have contacted WFLA and waiting to hear from them before I move on to other TV stations. As for your other suggestions as to who to forward this complaint to – thanks for the pointers and thanks for offering to repost this. You are absolutely right – it’s not about the toy. I can get that anywhere. It is all about the fact they don’t really care about the customer at all – and it does appear to be a corporate culture with them if the attitude is at the corporate level and can also be seen in the employees at the store level. Merry Christmas to you and yours!
Reply to The BoBo
December 9th, 2009 at 9:25 am Found your blog through Entrecard and read your post. Sorry to hear about your experience with another disgusting corporation that cares less about their customers and more about their bottom line. The statement that bothered me most in your article was the comment; “We stand behind our store managers.” It should be; “We stand stand behind our CUSTOMERS.” I am very much like you and hate being screwed around by big companies that offer promotions and don’t honor them. I hate the lack of customer service that is available to paying customers at some of these major corporations. One thing I have always done that has helped when I am cheated is to write a letter to the corporate offices explaining the issue and telling them that you have always used and purchased their products or services and are no longer doing so because of the incident. Also, file a complaint with the Better Business Bureau and tell them about it. This really does help. One other piece of advice I have for you, and I am not being judgmental when I say this. Try to be as nice as possible when talking to customer service and managers on the phone. Kill them with kindness. You are more likely to get your way if you just treat them like the mental weaklings that they are. I used to blow a fuse and lose my cool after a certain point as well when the incompetence and ignorance was just too overwhelming. But, I have learned to keep my cool and react to ridiculous comments and statements as calmly and politely as possible. They will be more inclined to help you if you just tell them how great of a job they are doing (even if they are doing a poor job) and remind them of how great they are (even if they are no smarter then your five-year old). This especially works well with women (no offense lads). Good luck. I hope you get the rest of your items that you were supposed to get. I also wish you and your family a Marry Christmas.-Lou
Reply to Lou
December 9th, 2009 at 11:56 am
Lou – thanks for your comment. I used to write letters as well. Now I just call directly. I may still send a letter after reading your comment. As for killing them with kindness – it always starts off that way. I am generally pleasant with the people on the other end of the phone. However, when I start to get screwed around – I generally at that point become more unpleasant. I don’t yell at them – but – the tone in my voice definitely changes and I do become more stern and terse. While I won’t cuss them out (I used to be a customer service manager – we trained employees to cut people off and hang up if they start cursing) – I will definitely make it very well known to them that I am extremely unhappy and there will be more to come – it doesn’t end with the phone call.
Reply to The BoBo
December 9th, 2009 at 11:26 am Go get ‘em. I’ve had no problems with Toys-R-Us, but your tale is more proof that a lot of companies simply suck at customer service. You would think with the down economy that they’d be bending over backward to build good customer relations and keep traffic coming in the door. Sadly, that’s not the case.Oh, well. If they run off their customers, the feds may swoop in and bail them out…
Reply to The Hawg!
December 9th, 2009 at 11:57 am
Hawg – that is indeed my biggest complaint here – the total lack of customer care and their total disregard to customers. I don’t get it either. It’s not just this company either – there appears to be a whole new breed out there. I remember when the motto was “The customer is always right.” Now, it’s “Screw the customer and save the bottom line.” Ridiculous.
Reply to The BoBo
December 9th, 2009 at 12:58 pm Good luck with this. Definitely put the BBB to work on this one with an official complaint. I’ve contacted them about a problem business in the past and I was very impressed with the response that they provided. Merry Christmas!
Reply to Rob
December 10th, 2009 at 9:40 pm
Thanks, Rob – I will
Reply to The BoBo
December 10th, 2009 at 6:05 am Happy Chanukah and a Blessed Kwanzaa To You and Yours Too Buddy.
Reply to RE - A BadGalSays
December 10th, 2009 at 9:44 pm
Same to you and yours RE
Reply to The BoBo
December 10th, 2009 at 3:28 pm I once started a Wendy’s ripped me off group on facebook because they didn’t give me BBQ sauce with my chicken nuggets for like fifth time in a row. Now they always do. Karma, if you ask me.On another note, I understand that this is about principles. I follow the principle of never trying to own a minivan of any kind. Avoiding the minivan marketplace in general has helped me avoid experiences such as you describe.
Reply to Burro
December 10th, 2009 at 9:48 pm
LOL..okay – the minivan I am speaking of is a toy. That is indeed funny though.
Reply to The BoBo
December 13th, 2009 at 5:59 pm I am surprised you are not more upset at Fisher Price for indoctrinating your kids with pro-minivan sentiments through Christmas promotions. Arguably, Toys r Us did you a favor.
Reply to Burro
December 13th, 2009 at 6:21 pm
ha ha! Good one. I’m glad they didn’t. Had they attempted – I would have made sure to trade it in for one of those big SUV’s or Hummers!
Reply to The BoBo
March 15th, 2010 at 1:32 am I actually work at Toys R Us (unfortunately) and everything you’ve said doesn’t surprise me in the least. Everything about the company is absolutely nauseating and it is one of the worst run businesses out there. Needless to say, I intend to let this job go immediately. Props on the blog
Reply to TJoon33
March 15th, 2010 at 5:09 pm
TJoon33 – thanks for dropping in and the compliment on the blog. As for T-R-U I really did like this store. It started with good intentions and had a humble beginning. Unfortunately, it too has gone the wayside of “who cares about the customer.” They’re making too much money to really give a shit any longer. That being said – I’m no longer a customer there as a result. I come from the old school of the customer knows best and in order to keep customers – you provide the best service possible. T-R-U, as with many other large companies these days, have completely moved away from true customer service. It is a sad commentary about business today.
Good luck on your endeavors to find a new job outside of T-R-U.
Reply to The BoBo