I bought a car seat from Toys R Us in Chadston VIC, but I went with my 2 years old kid with stroller and other toys. So I asked service staff whether I could come back to pick up with my husband the second day. They said yes. Then I went to register to pay. When I made payment, the register lady gave the receipt and gave the yellow lable to another guy and told that guy that I am going to pick up the second day. I confirmed with register lady whether the receipt she gave me is enough to pick up, she confirmed.
The second day, when I went to pick my car seat up, the manager said to me, they won't give receipt to customer unless the product was picked up. I told her what happen, but she was not in good attitude, and kept saying all their staff know the process and won't make the mistake. I said you could look at your camera security system, see whether I have taken my good. Then she went to check their carmera records for 15 minutes, and came back, saying she saw I paid and walked away without asking for the paper that was required to pick up goods. There was no apology at all. I was so annoyed. And she kept saying it is my fault. She said the lady who checked out for me has worked for 5 years, and won't make any mistake, she could promise she knows the process, and does everything 100% right. She spoke very fast, and won't allow you to have a sentence.
I asked her to stop and listen to me, as a customer, I would like to have a happy shopping without any arguement. I asked to pick up later, and confirmed the receipt I was given is enough. As a staff, either that lady or the guy is responsible fopr letting me know what's the process and what I need to do. But unfortunately none of them did what they should do. You could go back to check the voice record to see what are our conversation. As a manager, you could not assume your staff 100% right just due to years for working experience. Nobody could promise. You should train your staff to be responsible. And As a manager your attitude is really bad. I did not hear apology at all for what happend to me.
When I asked I want to complain, asking for a form, she gave me a blank A4 paperm, I asked who is manager, she said she is, her name is Sarah. I do not think there is any point to complain her to herself. It is a really bad experience.
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