On Dec. 7, I ordered Indiana Jones party ware for my son's birthday party on Dec. 12. When the items still hadn't arrived by the party, I called to see where they were. The phone rep. Said "For some reason, it hasn't even been sent." Since it was too late to use the items, I canceled the order. She said a full refund would be issued for the full amount.
Four days later, on Dec. 16, I got an email saying the order had shipped. I called to say the order was already canceled. I was told to simply refuse delivery.
When we heard the delivery truck, we literally ran to the door. The truck was just pulling away. I took the box to a FedEx store to return it. The employee there told me she couldn't help me & to take it to the FedEx main office. I was told I needed to schedule a pick-up. Frustrating!
Due to the holiday schedule, a pick-up couldn't be scheduled until the next week. We were regularly receiving packages from out-of-state relatives. Thinking it was a box of gifts, one of my children brought the box in the house & it was opened. One item was removed.
I called & left a message on the 22nd or 23rd regarding the situation. An employee sent an email saying the mgmt. Would review the situation & get back to me.
I received notice today, Jan. 7, that $18.32 had been credited instead of the $36.86 I expected. After detailing the situation & expressing my frustration over the whole incident, I received a rude message from saying I should've checked my emails better as I was sent the shipping message on the 16th & called to cancel on the 17th. WRONG!
I called the day of the party, the 12th. The fact that his "associate was unable to locate the tracking #" & gave me inaccurate info. Was not my fault. The man had his dates & facts wrong.instead of apologizing for the complete hassle I experienced dealing with a package I canceled 4 days before it even shipped, he said the situation was my fault & refused to credit me the rest of the payment.in his own email, he consented just the mystery game was opened. That takes off a small amount and leaving a large difference between what I was due and what I received.
I again argued my side of the situation. He sent another message saying the refund amount would stand as is as 2 items were opened. They were not. He also did not credit for one of the items that was returned. The Toy Hunt is so wrong, I'm more than annoyed.
The guy's tone was rude, accusatory, & added my anger over this. I agree that my children's getting into the box was my fault; however, if they would've had more control over their own handling of orders, none of this would have happened.
I decided to contact consumer complaints because I know if my order was so mishandled, other customers would surely be treated similarly. I spend a great deal of $ ordering online & have never experienced problems like I have here. I wasn't even mad, at first, that all the items I needed for my son's party didn't arrive. I made the party fun with what we had & was very understanding about the situation when I told the first employee I spoke with, "It's O.K. Everyone makes mistakes." Little did I know that was only the start of a nightmare!
He also told me I should've called after I missed the FedEx driver. The Toy Hunt had already made several mistakes & I knew missing the driver was a delivery issue, not a Toy Hunt issue. Plus, why would I contact the company? To give them the chance to make yet another mistake dealing with my order? Ridiculous!
I am fully justified in expecting a minimal level of customer service from The Toy Hunt. As a mother of 6 & a journalist, I don't have time for this. Add the timing of the hectic holidays & it's only understandable why my frustration level here is high. If I'd been issued the refund I was promised, I would've been fine & probably would've ordered from them in the future. What a shame my situation was handled so poorly.
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