Toys "R" Us

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Liz's complaint against Toys "R" Us

Liz Beckett

29/12/2015

Shocking service and item condition

Complaint against Toys \"R\" Us

I ordered 3 items from toys r us online. I recieved the items on 14th December 2015. They were all in a large box that was full of bubble wrap. One of the boxes on an item was worn and ripped. This had not happened in transit as the large box it had come in was perfect condition so obviously a toys r us employee had put it in the box already in this bad condition. I emailed customer service at toys r us to complain as I had bought it as a present and it looked as though I had bought it from a car boot sale. I have not heard anything from customer services following this email which I think is disgusting service. I also contacted toys r us via twitter and sent the photos. I received a response the following day asking for me to send them a message privately with the order number which I did on 15th December. On the 16th December I received a message asking me to resend my query, which I did. On the 17th I received a message asking if I would like to go into store or receive a good will gesture. I replied advising it would depend what the goodwill gesture was. I then did not hear anything back. On the 20th December I sent another messGe privately asking what the situation was? At this point it was impossible for me to return the item as I was working until christmas and wouldn't have time so I was already cross that i was now in a situation where I would have to accept the goodwill gesture - yet again no response. I put out on public twitter on 22nd December that I hadn't received a response and low and behold received a response straight away obviously only because I had put it in the public domain. The message stated that they would offer me £10 voucher for when i next shopped online to which I accepted although I didn't want to but due to the inconvenience of taking it back to the shop and having waited so long didn't haven't much choice. The message said if I sent my email address they would send the voucher immediately. Guess what, a week later and still nothing despite me contacting again!

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