My complaint today is about poor Customer Service at the Winchester, Virginia Toys R Us. I'm an avid collector of Transformers and a big gamer. TRU gets a lot of my business, mostly because they have a great selection of games, and cool Transformer exclusives.
I had called my local TRU on Saturday, November 7th concerning a Transformer exclusive that had been eluding my purchase for some time. I gave them the UPC code, and they confirmed they had FOUR (4) on the floor. I was not able to make it there on Saturday.
Today, Monday, November 9th, I went into the store looking for the item. Back Road Brawl is what it is called.
I walked into the action figure aisle; Nothing. I spotted the package on the overhead. It was still in a Hasbro case, but it had been opened and closed back up. I immediately go ask the nearest floor employee for assistance. I asked her politely if she could fetch it for me, sure I could grab my product and go. For no reason at all, she cops a very rude and smart attitude with me. Ladder across the aisle, Sherry, her name, blathered every excuse imaginable from the item being out of stock to I don't know what I'm talking about. I'm not a person to gloat, but I did know, only because the assortment/price sticker was stuck to the side of the box. The same Description employee Norma read off to me on Saturday.
At this point, Sherry refuses to bring the item down for me. She insists I go find Norma. I incorrectly referred to Norma as Nora. Sherry makes me track down a KORA across the store. Kora was nice. No complaints on her. She corrected my easy mistake of Norma's name, and told me I should talk to her. One problem; Norma is OFF today. Kora suggested I go check the service desk to see if the item I was searching for was still in stock. I proceed to do so. I gave them the UPC once more, and the customer service associate at the desk informs me they have FOUR in stock. Surprise, surprise. I politely ask the woman at the Customer Service desk to call someone to assist me with it. She informs to find someone on the floor to help me with my problem. I did not realize that it was the customer's job to find help at a Customer Service desk.
With knowledge in hand and no sight of help from the young lady at the Customer Service desk, I proceed to make my way over there. Hesitant, I ask Sherry for assistance once more. Again, Sherry rears the ugly attitude at me, snapping that she has 3 other customers to deal with. I got no problem with that. I can wait for a toy. But her attitude and mannerisms about the situation left a bad taste in my mouth.
At this point, I felt like leaving the store without the item. At this point, TRU did not deserve my money for the said item. However, I stuck it out. After waiting an additional ten minutes, I make my way over to the Electronics Dept. I ask another employee for assistance. He informs me he cannot leave his department. No problem there. I ask him politely if he could call for assistance. Again, I get told to find someone. Why is it my job to find help? I do not work there. I spend five hundred dollars in that store, give or take, a year. Why is it my job as a paying customer to track down someone when they're there, getting paid to help me, and doing nothing at the time.
I have had it by now. I just want to leave. But I want my item. So I wait around in the action figure aisle once more. Sherry decides to approach me, after walking by me three times with an oblivious attitude.
Sherry asks me if the item is out of stock. I shake my head and tell her the same amount of them are there, as when I called Norma on Saturday. I point to the same box as I did when I spoke to her the first time.
After much rude mumbling, she fetches the ladder. She pulls the box down, opens it up and pulls out the item I am searching for. That simple. All that rambling for nothing. Customer Service is truly a dying art that was proven on this day.
I would just like to say that it will be a cold day in Hell before I step foot in that TRU for a good long while, until the bitter taste can leave my mouth. I hope what I have said here is helpful to at least one person.
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