Toys R Us
Did not honor their own prepay, reserve policy on video games

My son saved his allowance money for a new video game that was to be released. We went to the Toys R Us store and my son prepaid for a reserved copy of this video game. The evening that the game was released, we went to dinner and after dinner my son wanted to get the game right away. So instead of going home we drove to the store so that he could pick up his reserved copy of this game. When we got there, the sales clerk couldn't find the game. She called the night manager. The night manager was very nice; she said that there was one box that was marked Reserved that had been opened and all the video games in the reserved box had been sold, as well as all other copies of the just released video game. She apologized & promised to call when a new shipment came in.

My son of course was upset. Two days later we got a call saying that the video game was now in again. After we finally got the game, I emailed Toys R Us customer service asking about their reservation policy. My point to them was that if they were going to sell the prepaid reserved games than there is no value to prepaying and reserving.

They emailed back saying that each store sets its own policy in regards to reservations and prepayments.

The next time a hot & popular game comes out we will not reserve especially w / Toys R Us. We'll find it the best way we can.

Company: Toys R Us
Country: USA
State: Connecticut
City: Newington
Address: Berlin Tpke

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