I am a manager, and what happened to me yesterday at TOYS R US is the worst thing a business can do, the worst business practice I have ever seen, and the worst MANAGER in front of a business..!!!
I purchased a scooter as a birthday present for my kid, this is an electric scooter manufactured by RAZOR, model E200, it was purchased on June 17. The scooter was working fine and my son has been enjoying it, until it had some kind of electronic malfunction on June 29,12 days after it was purchased. I was told by the STORE that is has a 45 days warranty and I clould return it to TOYS R US. And it also has a one year full warranty from the manufacturer...
I decided to go to the store for the warranty, the first thing I was told my the MANAGER was: sorry, we can not take it back! I am really sorry, but we do not accept electronics items for warranty. You must contact the factory and place a claim. I told him, that this was his responsability, and he should take it back, and give me another unit or send this one to the factory at their expenses, not mine. He got mad, and said: sir, I repeat. We do not take this kind of items back... If you read the scooter manual, it says: do not return to the store! I told him, that I was unaware of it, and this manual was hiden somewhere in the box. And they told me when I purchased the item, that it has a 45 days warranty from the Store.
He said, that the lady who told me that, is wrong and he is going to fire her.
MY QUESTION IS: If I purchase a car at a local GM dealer, and my car has something wrong with the electric windows and take it back to the dealer for warranty, will the dealer tell me to take the car back to the factory in Cincinatti, Ohio?
I BELIEVE TOYS R US IS WRONG! And I am also a manager and we take back anything from our customers, even if we have to send the items back to the factory at our own expenses!!!
TOYS R US is doing a bad business practice and I wonder if this is something very usual. I don't care too much about the cost of the scooter, it was $150, and I will buy now a motorcycle at HONDA for my son, is more expensive but I am pretty sure HONDA has a better reputation than TOYS R US..!!! My advise to our readers and customers: try to avoid TOYS R US..!!!
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