Toys R Us
Toys R Us terrible customer service - Lego sets

I ordered two items online on a buy one get one 50% off promtion, with free shipping. AFTER I placed the order, I received a message that one item was not available. I was charged full price for the second item, as well as shipping. I was not given the option to change my order or to cancel it. I called TRU and was on hold for over 5 1/2 hours. I never did get through that day. I sent an email to them and received no response. The next morning I called again and was finally put through to a person who told me she could not cancel the order at this stage of processing, but I could return it for a refund. However, the shipping charges would not be refunded. I told her that was unacceptable and I told my story. I explained that it wasn't fair for me to have to pay shipping charges when I was not given an option of changing my order. The only reason I ordered from TRU in the first place was because of this promotion and the free shipping. She said she could not help me but she could transfer me to a "universal specialist" who could. She transferred me and I sat on hold for 10 minutes. I am done waiting on this company. I will return it and be out the shipping charges. I will never purchase another item from this store again.

Company: Toys R Us
Country: USA

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