We purchased a bike for our 4 year old for Christmas last week on 12/16 and ordered assembly services. Everything was paid in full and the store told us they would call us when it was ready to be picked up.
We did not hear from them, so today (12/20) we called and were told they never processed our order and were sold out of the bike.
The store said there was nothing they could do to rectify the situation other than to give us the floor model for which they indicated they normally should not sell and refund us $10. We asked what condition it was in and was told it had scratches and some of the decals were messed up.
We took it upon ourselves to search other Toys r Us stores in the areas as we know our 4 year old has her heart set on getting the bike for Christmas. One store in the area (25-30 miles away) had one in stock so we ordered online to pick it up but were not given the option for assembly.
We went in person to the store that messed up our original order and told them that we located one at a store further away but they did no offer assembly and asked that since they made a mistake with our original order, if we went and picked up the other bike from the other store if they would assemble it.
The manager at the store was not helpful and said that none of the stores will assemble as the deadline was now passed.
We nicely pointed out that we had purchased before the deadline but they messed up by not processing our order and selling the bike we purchased to someone else.
The manager still refused to be accomodative.
This is very frustrating as Toys R Us made the mistake, we did purchase in time, but the manager did nothing to help rectify the situation other than offer us a floor model which was defective.
Just seems to me that the least they could do (since they did not even help us locate a replacement bike) is to be accomdative and assemble it for us even if it is from a different store since we did purchase in time of the assembly deadline and they are the ones who messed up.
Very Disappointed in how this was handled by the store and the horrible customer service given the store made the mistake!
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