Toys R Us
Bait and Switch

I recently ordered a Rapunzel Tower from Toys R Us online. On the order in red it said "free Disney Princess 3 piece sleepover set" and "free shipping". I thought all was well, but when I received my e-mail confirmation, it did not mention the free Disney princess sleepover set. I immediately sent an e-mail questioning it. 24 hours later, I rec'd the response that basically said "You're out of luck as you didn't put it on the order". I sent another e-mail saying that there was no indication that I had to do something special to get the free add on, just as I didn't do anything to get the free shipping. After a few phone calls and e-mails, I was told that the item was out of stock, but I would receive a notification when it is available. Then, I could call and have the item sent to me free. Well, I received the notification Sunday, called Monday and the item is conveniently out of stock already. I sent an e-mail and voiced my displeasure and questioned as to why it just can't be sent to me when it is in stock. I was told that Toys R Us doesn't "do backorders". I sent another e-mail and explained it isn't a backorder, it is a mistake on their part and it needs to be fixed. Now I received a response that it has been turned over to someone else in the company and someone will contact me in 24 hours to try to resolve the issue. The resolution is simple (as I told them). Just send the item to me. Very poor business practice on their part. As I said, the resolution is simple, but they can't seem to get it.

Company: Toys R Us
Country: USA

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