Complaint / Review
Toys R Us
Amazingly bad service

I am not sure where to start with how badly I have been treated by the customer service team at Toys R Us / Babies R Us online and stores.

I ordered the Chicco Liteway Stroller online for my young son to use before Christmas. As part of the order we were to receive a free diaper bag as part of the online order. When I reviewed my receipt I notice the free diaper bag was not included. On contacting customer service I was informed that they could not send me the bag, and that I had not undertaken some confuted process when purchasing the stroller which ment I would get the diaper bag. I checked the website following this conversation to find nothing stating on how to get the free bag.

This annoyed me, but I figured what could be done. Then I got home to find that I had been sent the wrong stroller, they sent me the pink one and not the blue one ordered. This was despite the packing slip on the side of the box saying blue.

This is when I went from annoyed to angry. I quickly called the customer service number where I was told I could simply take the pink stroller to my local store and pick up the blue one. I was told that the local store had it in stock, and I thought nothing more of it. I called the local Toys R Us, in Pineville NC, where they left me on hold for 15 minutes and never got back to me. I called them again to be told there was not a manager working, and they did not have the blue stroller in stock. This was made worse when I called the Babies R Us store up the road in South Charlotte NC, they told me did not have this type of stroller and had never sold it.

So after being on the phone for more than an hour, contacting the customer service center, and several stores, I was back to where I started, with a pink stroller I did not order and no diaper bag. I have since found someone at Babies R Us customer service center that after 2 days sent me the UPS label to return the pink stroller, but I have gotten nothing on the blue one I ordered 2 weeks ago. Is this TRU commitment to customer satisfactions? I hope not.