Toys R Us
Toys r us christmas specials - customer service

I made an order online and I bought some specific toys in order to get a free one (buy more than $60 on paymobil get $19,99 playmobil set free) I spent more than $100 on toys. Once I placed the order, I received an e-mail saying that the playmobil free set have to be cancel because it was out of stock on the store close to my house. I called Toys r us and they told me to wait for the store to receive the merchandise or pick up in another store 35 miles away. I decided to wait, in the meantime I made several calls tracking that specific item. When the item arrived I called the store, they told me that they were not sure if they could do something, so I call the 1-800. The lady told me that they could not reinstall the order to the previous order that was canceled; I had to purchase the item, paid for it and then they will refund my money back. Well, I pay the "free item" and I received and e-mail with the order # but when I asked the lady to send me another e-mail with the refund, she told me she will do it on 3 days. I told her to give her extension or name in case of a problem to call her back and she did not want to give me her info. I asked for a supervisor and there was not supervisor (humm?). I asked her to please send me an e-mail to confirm that the refund will be done in 3 days and she said, she could not do it. This experience has been a complete nightmare. I'm not sure why Toys r us is offering "free toys" and why they are not be able to re-install the previous order once the item is back in stock. So far, I purchased this free item and I'm not sure is going to be FREE.

Company: Toys R Us
Country: USA

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