On Christmas Eve I purchased a Playstation from Toys R Us which I gave to my son on Christmas day. When he opened the box, the Playstation was severely scratched and damaged. I was a little irritated that Toys R Us sold me a used Playstation, but told my son it was no problem because we could exchange it for a new one. Boy. Was I wrong...
Toys R Us refused to exchange the Playstation because the Playstation in the box is an older model than the box indicates.in fact, the Playstation that I received in the box is not sold at all anymore. So, someone bought a Playstation from Toys R Us, returned the new box to Toys R Us with an older Playstation in it, and Toys R Us put the box back on their shelves to be resold!!! Because this is against Toys R Us policy, the store will not take responsibility for its mistake and give to me what I paid for—a new Playstation. The manager kept reiterating that if he took the Playstation back from me the store can not resell it (even though they already resold it—to me) and Sony will not reimburse Toys R Us since it was Toys R Us' mistake to accept old and damaged Playstation. So instead of Toys R Us taking the loss they are going to make me, the customer and victim take the loss.
In this age of high technology one would think that Toys R Us could check their records and determine that this box had been returned previously and resold. But, they are not willing to do so. I am more shocked than angry (although I am pretty angry) that such a large company would refuse to rectify a mistake such as this and force the end customer to bear the burden. I mean, Satisfaction Guaranteed—what is that all about? Apparently nothing to Toys R Us.
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