Toys R Us
Toys r us, you have wasted my precious time

A preface: my 5th call in a week and i am still on hold, now 31 minutes:

I tried placing my order online and had several issues so I called in. Mind you, I am quite computer literate. The agent Sue on the phone assisted me greatly with my order, it was not until after that that things went downhill, and that is an understatement. I ordered two soccer nets as my Grandchildren were coming up to the NE to visit over the 4th of July holiday. I opened the box with he nets when they were here on 7/7 and one of the nets had a huge hole in it. I packed them back up and call customer service. I waited on HOLD for 25 minutes on a Thursday morning at 7AM EST until someone finally picked up. I walked him through everything and was assured that a return label would come to me via email, it never did, not in my junk/spam either. As well, when I told him I did not hve the outer box, his reply was "go buy one!" CAN YOU IMAGINE? I called again the next day, this time waiting 18 minutes at 7AM before someone picked up, and I was told the same thing, STILL NO LABEL. I called again on Monday morning at 7AM, held for 22 minutes before my call was answered and heard that the label had been created and that I should be receiving it. Never came. On Tuesday morning again at 7AM, I called and still after 20 minutes was kept on hold until someone picked up and finally the agent I spoke to stated she was emailing me the label right then and there, she held withe me and no label, 2 email addresses and no label. She finally did a call tag for UPS to come by with the label which is what I was going to suggest. Well, here it is, Friday 7/20, UPS just came and left but no call tag for my item (call tags take up to 3 business days for UPS to come and pick up the item.) I am furious, annoyed and going to call my credit card company after I write this and do a chargeback. I have wasted five days of my morning time before getting ready for a full workday and have gotten nowhere. I will NEVER order from them again.By the way, I am still on hold with them as I write this, 18 minutes and counting, no one has picked up yet. This is a disgrace, an absolute disgrace. All you hear is "we apologize for the hold time, we are experiencing a large volume of calls at this time." do you want to know why, because your service is horrible, get it done the first call and get it done right, retrain your people toys r us, have some respect for your customers valuable time...

Company: Toys R Us
Country: USA

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