Toys R Us
Toys R Us - Horrible Customer Service - Polaroid

We purchased five electronic items online on Nov 30th for Christmas presents. Five days later, the tracking info was stuck on "staged for pickup". I called TRU and was told to wait for the delivery as it was not considered "late" yet. I called UPS and they stated they never received the package. After repeated calls to TRU with absolutely no help, I told them to cancel my order. I was offered a 10% credit for my trouble to which I responded I was thankful, but I would rather have the items I ordered. The product I ordered was out of stock online but there were some stores 2 hours away that had some. Customer service called the stores for me to see if they would honor the price I paid since TRU policy is that an item purchased online could not be picked up in the store if home shipping had been selected (so I was told). Customer service called me back to say the store would not honor the price (what?). I finally told them flat out, I wanted my product or a complete refund. I was then told a refund would take 7-10 business days. After expressing my high displeasure at the lengthy delay for the refund, I agreed. The following day, my 10% refund had already posted but no complete refund (whatever happened to the 7-10 days?) I again called and was told that my product was in route. I called UPS again and no, they never received it. Called TRU back and explained this again only to be told one more time that they would refund my money. Two days later, the product showed up. Called customer service to cancel my refund since it still had not been done. All in all, I understand boxes get lost but the way this situation was handled was absolutely horrible. No concept of keeping a customer happy. I will never, ever buy anything from TRU online again.

Company: Toys R Us
Country: USA

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