Toys R Us
Fraudulent Return Policy

In short, on 12/19, I purchased an I-Copter from Toys R Us as a chistmas gift. The toy was defective out of the box. On 12/18, when I went to exchange the item, I waited over an an hour for someone to check stock. There were no more. The customer service cashier then told me that I could only get in-store credit, even though such policy was not listed on my receipt, nor was it posted in plain view at the point of sale. I asked for the store manager, but was told he was "not in the store". I was instead given the assistant store manager, Greg Baxter, who was literally gleeful that I would not recieve a refund. When I asked where the policy was posted, the assistant manager himself was unable to locate the "policy" on the sign behind the customer service desk, and when he finally did locate the clause, was unable to read it from just 4 feet away, on HIS side of the service counter, because the type was so small. This sign is not visible to customers checking out at the point of sale, nor when entering the store. When I asked where the information was posted for a customer to see this before making the purchase, he initially could not find the information. He had to look around the register, and found it, in smaller print, under the check cashing stand. Neither sign are posted in clear view, nor is it listed on my receipt. I asked for the number to corporate, and was told by a tired and rude phone representative that it was at the store's discretion whether to issue store credit or refunds. When I presented this information to the assistant store manager, he became visibly happier and said "I won't go against store policy, and I won't give you a refund". He then initially refused to give me his last name or employee ID. Later he did, but then refused to give me the contact number for his manager, Bill Karweik, or the store's district manager, Scott Frazer.

I would never purchase an electronic item from a store that only offered in-store credit, and I suspect that no reasonable person would either. I have no use for a Toys R Us gift card, because I would NEVER purchase an item from Toys R Us with such a policy when I could easily go to K-Mart, Sears, Wal-Mart, or an online merchant and exchange or return an item with no hassles.

I immediately went over to Brookfield Mall, and purchased a WORKING helicopter.

Company: Toys R Us
Country: USA

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