My step-son has a fascination with Toys-R-Us and insists that his "favorite" toys are only found there. I went online to order his Christmas presents and selected store pickup. During checkout it was specified that order would be ready within two hours. The closest Toys R Us is about an hour away from my house, which makes it an even bigger pain in the butt. I had to go into town for other errands and figured, I would get an e-mail from Toys R Us while I am out and about. After quite a few hours I never got an e-mail so I stopped at their store and asked how long an online order generally takes to be filled. The clerk was rude and said, in a dismissive way, "it could take an hour or it could take a day". Now I am thinking I would have to drive back to this store whenever they got around to completing my order. I felt foolish for ordering online and called their customer service number to cancel my order. They told me they cannot cancel my order until I get a confirmation e-mail stating that they had completed my order. They also told me it takes up to 10 days for them to refund my money. On my way home, I received an email from Toys R Us stating they had cancelled my order due to items not being available. Well now I have to wait up to 10 days for them to refund my payment. I called them and they said it is their policy. I called my credit card company and they said they would get in touch with Toys R Us to get the money refunded. Seriously, I feel like they held me hostage. First the website clearly tells you items are in-stock and allows you to order them, and promises 2 hour order completion, then I find out I have to wait however long to get my order (which is just items off their shelves), then, they email to tell me they cancelled my order because the items they clearly labeled as being in-stock are not available. Now I have to wait however long they decide (up to 10 days) to get my money refunded. Horrible business!!! Please do not buy from them! I wish I had known this before I placed my order. I went to another store, closer to home, and I found everything my step-son asked for, and less expensive as well!
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