Toys R Us
Toys r us layaway

I have had the worst experience this holiday season. I spend quite a bit of money yearly at toys r us for my grandchildren and was so disappointed on the poor service i received from the hawaii store. I put some items on layaway and went to pick it up the other day. I was told that it will be a few minutes to bring it down. I waited for 30 minutes and i asked how much longer is it going to take. The reply we are working on it. They bring 1 package down and still missing 10 more items i am told that they will be back with the other items. I waited another 20 minutes and then asked the clerk what's happening with my layaway??? I have been waiting for over 50 minutes and was told they are working on it. I just couldn't understand why it's taking so long. I had to leave for a dr. S appt so i just said just give me a refund because i need to leave. Your clerk rolled her eyes and took my receipt asked for my card and proceeded to issue my refund. Another clerk comes by with a shopping cart with some of my so called items and says oh i have some of the items but i can't find it all. I commented, oh looks like you have been trying to shop for my missing items. He replied as he puts his head down yes. More frustrated i am. 1) why did they make me wait 50 minutes if they lost my items, 2) why did they not take accountability and let me know exactly what was going on with my layaway, 3) not even 1 of the clerks or manager apologize for what happened, 4) poor management, poor organization for layaway, poor communication, no accountability, poor customer service, 5) fyi - i was not the only upset customer and not the only customer who had problems with their layaway that day...

Company: Toys R Us
Country: USA

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