I had a recent terrible experience with the Toys R Us store in Torrance, CA. I was purchasing some gifts for a Toys For Tots drive, in the early afternoon on a Friday, and the store was far more crowded than I expected. I picked up 4 toys for the drive (and some toys for my 6 year old niece) and got into line to pay. I was happy with the selection of toys and the prices, and I purchased 2 extra toys to donate because of two promotions that the store was offering where I could "buy one get one 50% off". This offer was directly under the extra toys that I purchased (2 were Barbie toys, and two were Lego construction toys). The lines were horrible, with only 3 lanes open. I waited in line for 30 minutes, which I hadn't expected that early on a weekday, but which I accepted as part of the price of not buying online. When I checked out, the cashier was overwhelmed and not friendly at all. As she was ringing up the toys, I noticed that the 50% off discount wasn't showing up in the prices, so I asked her about it. She looked at the cash register display for a while and then assured me that the discount WAS being taken and would show up on my receipt. I accepted that, and when she gave me the receipt, I checked and there was no discount for the two toys. I showed it to her, and she became rude and told me there was nothing she could do about it as the purchase was already rung up and paid for. She then told me to get in the customer service line to fix her mistake, as there were other customers waiting in her line. I was upset, and in a hurry by this time as I had to pick up my niece at school. I headed toward the customer service line, and ran into another employee and asked about what to do. She was apologetic, but told me I would have to go through the customer service line since the purchase had been completed. She said I should've stopped the cashier from completing the purchase—as if I could have done anything about it, and the cashier had assured me that the discount was included. I walked over to the customer service line, and there were 22 people waiting in it, which made it a longer line than I had originally stood in. I would've been late picking my niece up, so I could not stay. I'm so totally pissed at Toys R Us for their completely horrible customer service, and for ripping me off. I purchase about $1500 worth of toys and related electronic games for my family every year, but will never shop at Toys R Us for these again.
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