(no subject)
For those who aren't following me on FB, I am not happy with Toys R Us right now. I placed an online order on black Friday and it has never been fulfilled. When I called to enquire about it, the person on the phone ended up having to step away for a minute and left me on hold for a good 10-15 minutes until I abandoned the call. I'd sent one email and I heard back from them today. I think they really don't get it.
My original email to them:
I placed an order with your company on 11-28-11, order number 7752037508. I called customer service this evening and was told that your company had no record of my order. As of today, I have received no communication from you that my items have been shipped or my order canceled by your company.
I called your Customer Service team and was met with incompetence and rudeness. There seemed to be no record of my order, and when I asked who I could send the confirmation to, I was told there was no such email address. When I asked about the billing of the items, I was placed on hold and I abandoned the call after about 10 minutes as it appeared that your representative was not going to come back to the call. I am most dissatisfied with my treatment at the hands of your company and would like this order fulfilled and shipped FedEx at your expense at the sales prices listed on my order confirmation below.
Their response:
I apologize for any inconvenience you have encountered. After researching your online order, I was not able to locate your order. Do to a technical issue in our system, you did receive a confirmation email verifying your online order, however after that confirmation email, the system removed your order. We are working diligently to correct the technical glitch, however this may take time. I do apologize on behalf of Toys"R"Us/Babies"R"Us.
My latest response, which I copied to the CEO:
Thank you for acknowledging my issue. You have not addressed what Toys R Us is going to do to resolve it. Are you going to honor my latest request and Fed Ex me the items that were on my confirmation at the company's expense, with the price I was quoted on my confirmation? Can I take my confirmation to a Toys R Us store near me to have them fulfill my order with the sales prices listed on my confirmation? Or is the company going to do nothing to make it right? I need to know, as Christmas is a week away.
I realize you have bought out most of the major toy companies in the United States, like FAO Schwartz and Kay-Bee. Being the biggest isn't necessarily the best. In my research, I show you've had similar issues to mine in past years. Is it any wonder your market share is falling? I shop early for the toys my my child wants as he is physically disabled and there are few things he can play with. If I don't buy early, I run the risk of him not receiving a gift that he can play with due to his numerous healthcare issues. I buy toys twice a year, his birthday and Christmas as his medical expenses are many. I would expect that you as a company would have enough back up servers to handle the black Friday rush. Yet, I have found complaints similar to mine year after year. I ordered in good faith. I would expect a solution, not a hollow apology and a thank you very much for your business.
I doubt they are going to do anything since the research I've seen online leads me to believe they aren't going to do squat, but at least I've tried. Meh.
My original email to them:
I placed an order with your company on 11-28-11, order number 7752037508. I called customer service this evening and was told that your company had no record of my order. As of today, I have received no communication from you that my items have been shipped or my order canceled by your company.
I called your Customer Service team and was met with incompetence and rudeness. There seemed to be no record of my order, and when I asked who I could send the confirmation to, I was told there was no such email address. When I asked about the billing of the items, I was placed on hold and I abandoned the call after about 10 minutes as it appeared that your representative was not going to come back to the call. I am most dissatisfied with my treatment at the hands of your company and would like this order fulfilled and shipped FedEx at your expense at the sales prices listed on my order confirmation below.
Their response:
I apologize for any inconvenience you have encountered. After researching your online order, I was not able to locate your order. Do to a technical issue in our system, you did receive a confirmation email verifying your online order, however after that confirmation email, the system removed your order. We are working diligently to correct the technical glitch, however this may take time. I do apologize on behalf of Toys"R"Us/Babies"R"Us.
My latest response, which I copied to the CEO:
Thank you for acknowledging my issue. You have not addressed what Toys R Us is going to do to resolve it. Are you going to honor my latest request and Fed Ex me the items that were on my confirmation at the company's expense, with the price I was quoted on my confirmation? Can I take my confirmation to a Toys R Us store near me to have them fulfill my order with the sales prices listed on my confirmation? Or is the company going to do nothing to make it right? I need to know, as Christmas is a week away.
I realize you have bought out most of the major toy companies in the United States, like FAO Schwartz and Kay-Bee. Being the biggest isn't necessarily the best. In my research, I show you've had similar issues to mine in past years. Is it any wonder your market share is falling? I shop early for the toys my my child wants as he is physically disabled and there are few things he can play with. If I don't buy early, I run the risk of him not receiving a gift that he can play with due to his numerous healthcare issues. I buy toys twice a year, his birthday and Christmas as his medical expenses are many. I would expect that you as a company would have enough back up servers to handle the black Friday rush. Yet, I have found complaints similar to mine year after year. I ordered in good faith. I would expect a solution, not a hollow apology and a thank you very much for your business.
I doubt they are going to do anything since the research I've seen online leads me to believe they aren't going to do squat, but at least I've tried. Meh.