Toys R Us Saga

So as I've mentioned, I'm not happy with Toys R Us.  So I decided to document exactly every phone call, every email, and every promise and put it right here on my Blog for everyone to see.  

Aug 19^th 2012

Online order for a Crib Mattress put through:  139.99 + 5% tax + $15.02 for shipping:  $162.67
Put through on Visa. 

Aug 27, 2012

Arrived home to find a Car Seat sitting on our front step.  After much confusion we discovered that our crib mattress had been mistakenly shipped to Ontario, and we got someone else’s car seat.  We called Toys R Us, (1^st call) and were instructed to bring the Car seat back to Purolator and have it shipped back to Toys R Us.

Aug 29, 2012

Called TRU  (2^nd Call) to ask what to do about the crib mattress and was told to put through another order, and as soon as the TRU warehouse received the Car Seat back, we would get a credit on the Visa.  As a result of the issue the TRU associate on the phone who put through the new mattress order said she would give us $20 off – Verbally authorized $141.01 to be put through on my Visa. (119.99 + 5% + $15.02 for shipping) 

Sept 5, 2012

                Arrived home to find TWO crib mattress on our back deck.  No charge on Visa yet. 

Sept 7, 2012

                Visa card charged $338.57.  (Was charged the full amount twice (no $20 off discount), and charged 3 times the shipping I was charged the first time.  $501.33 paid in total when it should have been $141.01 –

$360.32 over charged)

                3^rd  call made to TRU

-Informed to bring the second mattress to the nearest TRU store to get the cost of the mattress and the tax credited back to Visa – Shipping and promised $20 discount will be credited through the Online Customer Service once TRU had the second mattress back.  Informed that our initial $162.67 had already been credited and that it would take 3-5 days to appear on Credit Card.

Sept 8, 2012

Brought second mattress back to TRU store.  Was treated rudely by Baby’s R Us manager about original cost of mattress (credited us sale price without asking to see our confirmation emails to get the full price we had paid - and then got defensive when we informed her it was the wrong amount).  Eventually Credited $146.99.  $213.33 still outstanding.

Sept 13, 2012

                4^th-6^th call made to TRU – Still no additional credit on card

                Inquired when the rest of our credit would be put through, turns out nothing had been credited.  Ben was transferred to several people, and was instructed to wait to be called back within the hour.  After more than an hour without a call – Ben called in again.  He was informed the credit was put through (not the first time we've heard that).

                -Ben asked when he should call back if nothing had been done – was told Sept 19^th.

Sept 18^th, 2012

                Received an email notifying me of a Credit to my Visa card for $21 in the next 3-5 days.
(no credit on card yet)

Sept 19^th, 2012

                7^th Call to TRU (really not happy now) Still outstanding $213.33

                -Informed that there was a request on my account for a credit for $162.67 that had been requested on Sept 18th (so much for that credit having been done on the 13th as we were told)

                -I inquired about the additional shipping I was charged as a result of TRU shipping two crib mattresses at once ( $29.57 still not accounted for, for additional shipping) – there had been no credit issued to cover that cost. – TRU Customer Service Rep informed me he was issuing me a credit for the remaining $29.57.

- Rep offered me a $30 discount coupon for a future purchase – I requested that he apply it to this order since I probably won’t be spending a lot of money with TRU in the future as a result of these issues.  Was told that was “essentially what I’m going to do” … whatever that means

- Requested a deadline to call back if I was still missing money owed to me, I was told 2 weeks – which means Oct 3, 2012

Sept 20, 2012

                Received an email notification of a credit request to my Visa card for $146.99

(no credit on card for this credit OR $21 credit email from Sept 18^th yet) – Also, this credit was supposed to be for $162.67 which was the total cost of the initial order that turned out to be a car seat.  Once again, TRU did not attempt to credit me for the cost of Shipping the first order.  Still owed $213.33 with $170.99 accounted for in email credit notifications apparently coming to me in the next 3-5 days.  Still waiting for notification of the remaining $42.34, plus any additional “we screwed up” Credits TRU is willing to give us.  

Sept 21, 2012

 - Credit for $21 appeared on Visa

Sept 24, 2012
 - No other credit emails recieved, and no other credits appeared on my Visa.  As of Sept 7th, I have had a balance on my credit card that I have been waiting for TRU to clear off as a result of their errors.  This issues has been going on for more than a month.  I am 6 weeks away from welcoming my daughter to the world, and my baby is going to arrive before my money does.  As of today, I start posting this blog to spread the word of TRU's horrible Customer Service.

Sept 25, 2012
 - Credit for $146.99 appeared on Credit card.  Still outstanding:  $45.34
-Received a comment on my Blog Post on the TRU Canada Facebook page:

"Hi Heather, we can definitely understand your concern with this and would like to ensure that it is addressed for you. Due to your security settings, we were unable to send you a private message. Could you kindly provide us with your Order number and we can have it directed to our Customer Relations Team? Sincerely, Toys"R"Us Canada"

-Gave them both order numbers.  As of today there are still no additional credit notifications sent to me through email.  

Sept 30, 2012
-Still no additional credits, nor any contact attempted from TRU either by email or phone call, frustrated I left this comment on the blog post comments on the TRU Canada Facebook Page:

"Exactly what does "Right Away" mean to your company?!? It's been just shy of a WEEK since I posted this (on top of the 30+ days that I've been dealing with this issue), and I have yet to have any other resolution be brought to my attention either by email or phone call. I mean obviously by the looks of all the other complaints on this page I can imagine your Customer Relations Team must be swamped, but I'm not impressed that a charge on my credit card can go through within minutes, but a credit takes weeks and weeks! Are you going to pay me the interest that I'm racking up by holding a balance on my credit card too? Get your shit together Toys R Us, or I know one baby who will NEVER be a Toys R Us Kid. And that's a lot of money spent on years of birthdays, Christmas presents and general toy giving that you will not be getting a red cent of! If I don't hear from you by Wednesday, I'll be contacting Visa, Trouble Shooters, and anyone else who will listen to my issue and get my money back. Have a nice weekend."

Oct 2, 2012
-Comment posted from TRU Canada in response to my comment: 

"Hi Heather, we apologize for the delay. Your concern was forwarded however will follow up with them in regards to the status. Thanks." 


..... To be Continued...