Date: 5/20
Location: Bronx Mall, 150th Street
Manager name: Latesha
Situation: Refused to give refund
I'm a reserved person, but today Toy R Us made me spit my gut. My girl friend bought a $500 baby crib on lay-a-way before she went in labor. I went and picked up the crib and paid a private deliveryman $50 to deliver the crib to my house. I drove with the driver and made sure the crib was handled with care. When I opened the crib at home, one of the wooden pieces was broken. Ii immediately called Toy R US and notified the manager of the damages. The manager told me to take the crib back to the store with all the receipts in order to get a refund. I paid another $50 to transport the crib back to the store. When Latesha learned that I needed a refund, she purposely took 20 min to meet me. She stood behind the counter and asked me “What is the problem”, when she should have came to me to see the damages that caused me to return the crib. Anyway, I explained the situation and told her that I needed a refund of the purchase price. She said sale on baby crib is final and she doesn't know who told me to bring those things back to the store. She made a phone call to her boss, I guess he told her to give my money back. She told the cashier to give my money back, but from what I noticed, the cashier did not have enough money in her register to pay me.instead, the manager told her to put my refund on a gift card. Are you kidding? She wanted to buy me a gift card with my refund. Since when do customers get refund on gift cards? Even if I’m not a lawyer, I studied business law in grad school and I’m also a manager at my job. I know the refund policy. When a customer pays with cash, s/he gets cash refund. I told her that my contract does not say a refund will be on a gift card. I refused to accept the gift card offer. Latesha got upset and went back to her office with all my paper works. She came back few minutes later and gave my cash refund.
While should it takes 40 minutes to get a refund at Toys R US? Maybe if I did not know my rights she would have let me used a broken crib for my baby or let me take a $500 gift card as a form of refund. Toy R US needs to hire educated managers to run their stores or retrain some of the incumbents.
The company has the advantage to maintain a long term relationship with their customers. Most of their customers are kids who will grow up with the company. There is no way that an ill-treated parent will consider Toy R US as a shopping spot for their kids.
Please treat customers with respect!
Gabriel,
[email protected]
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