My fiance and I literally have spent hundreds and hundreds of dollars on our 5 month old son during the time before his birth (aug 09) to present. We enrolled in the rewards program to get the special offers and rewards certificates to help with some of the purchases we make. According to the rewards website we have earned rewards certificates yet we NEVER have recieved them. When I call customer service they say to call when the certificates we haven't received expire. They say they will re issue them for the next month. This has happened for two months in a row now and still no rewards. I thought this problem would be solved a month ago when I called and had them input the correct mailing address into their database. The clerk at the store at which we enrolled initially put in the wrong address. This problem has still been left unresolved and I can guarantee I will not be shopping at Toys are us or babies r us until this situation is remedied.

Visited Toys R Us in Hoover, AL on 12/28/09, and had a very unpleasant experience. It was my daughter's first birthday and I was informed by a mailer from the company to let the representatives know that we were in the store for the occasion and that there would be some token of display to celebrate her birthday. I informed a representative and gave them the Geoffrey's B-day Club card and nothing occurred while we were shopping. We were looking at possibly purchasing a toddler car seat and were informed by same representative that there was a 20% off coupon for any baby item in the circular and could be obtained at customer service. I attempted to obtain this coupon, but no representative seemed to know what I was talking about. One lady started talking very loudly over her walkie talkie and asking which representative told me this. No one confessed and I couldn't locate the rep. who told me this. As the lady did this over the speakers, other customers were staring at me because she brought much unneeded attention to me. I later went home and found the circular with the 20% off coupon and was informed when I called the toll free number that because it was my daughter's birthday, I should've been given a discount on something in the store to celebrate her birthday, but that didn't occur. The store also only had one lane open for purchases and one open for returns, this was three days after Christmas so the store was full of shoppers! I did purchase something for my daughter and didn't get any discounts from the store as told I should have from the representative from the 800 number. The store was also not very clean and neat. It really lacked in that department because the toys that were on display to try out were filthy!!! The sales representatives were very unfriendly and didn't seem to know what they were doing. I overheard them talking to other customers and they all seemed overwhelmed and unsure about what they were talking about! They weren't helpful at all!!! Overall, it wasn't a pleasant experience and I don't think I will go back in that store ever again! I have spent a great amount of money at the Babies R Us in the same area and have had a lot better customer experience.

November 11, 2009

(Letter written to TRU store location Manager regarding REWARDS Program... NOTE: This company has the most moronic, ineffective, rude and arrogant customer service reps of ANY company I have ever dealt with -- on a complete basis! ALL of the corporate service people I spoke with were just...plain...stupid. Unbelievable. Makes you think TWICE about the company, at least, I DO!) Letter follows...
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I want to thank you, most sincerely, for resolving our problem about crediting our account for “Rewards” we earned through our store purchase(s).

We can’t even imagine how we would have been able to remedy the problem without you, considering the ineptitude, arrogance and complete inefficiency of every individual we were unfortunate enough to deal with at Toys R Us Corporate office. It was a pathetic parody of customer service, from the first – and I loosely use the term – communication with representatives of the corporate office. We were misled, misdirected, sorely patronized, misinformed and, very consistently, left without any assistance to resolve our viable complaint – until we were lucky enough to call YOU.

Here, is a good time to insert: We asked Corporate if we should speak with YOU, almost from the beginning, but were told, THEY would handle it. It became glaringly obvious, they couldn’t even understand what the problem was, let alone address it, so we took it upon ourselves to call you – to learn, Corporate never even spoke with you about months of our telephone calls to them. Unbelievable. There is no need to rehash the completely idiotic comedy of events we were forced to endure while trying to make sense of the senseless people at Corporate Toys R Us. It was a revelation about the poor quality of customer service at that level in the company and a miserable reflection on the standard and image of Toys R Us on a larger scale.

We DO want to report two very prominent examples of blatant disservice from representatives who said they are “supervisors” at Toys R Us. We understand conversations are taped for review and urge your corporate officers to do so. Both representatives told us, they were the “last line” in deciding we had no recourse at all and would have to accept their decisions about NOT issuing our credit. They wouldn’t even consider what we were telling them, which spoke to the facts. Furthermore, they refused to let us speak with a “higher” supervisor, telling us they were the final authority. One identified herself as Brenna #5034. She actually told us, the promotion for rewards is a privilege, not a right (quote!) The other, equally awful representative identified herself as Jennifer, #1553. Both insisted we couldn’t speak with anyone else and had to “accept” their decision, as they were the “only ones” to make the decision. We did speak with someone named Yvonne, who, although she was unable to resolve the problem, was

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polite and professional in her image, which certainly cannot be said of Brenna and Jennifer.

Although we sincerely appreciate that you quickly and efficiently handled a problem in minutes that took MONTHS for every single sorry example of customer guest relations service at the corporate level to face with confusion, we can’t help by remain disgusted by the terrible treatment we received at every turn, until we were fortunate enough to contact YOU. Toys ‘R Us is truly lucky, lucky to have YOU.

I will end this letter here, as to continue would simply rehash the ridiculously disturbing comedy of ineptitude of Toys ‘R Us that has given us such a lack of confidence in the company’s honesty. We can’t wait to finish all our business with it and share our feedback with everyone we know, in hope of preventing others from the aggravation and mistreatment we experienced.

It is a fact: The true test of a company’s integrity, quality and solidity is NOT in it’s ability to sell, but in it’s resolve to provide impressive, quality customer service when there is a problem.

Toys ‘R Us failed the “test” miserably.

Sincerely,
KG
NJ

Someone gave my daughter as a gift diapers with the Toys R Us name brand. They did not give us a receipt and instead of being rude my daughter accepted them even though she knew they were the wrong size. A simple exchange we thought! Took the diapers to the store in Gainesville and they said it was company policy not to exchange without a receipt. We did not want money just the correct size diapers. They had no flexibility and when I called the company phone number they said the same thing. We wanted no money just the correct diapers. I don't think this organization cares about customers or customer service. The whole attitude was we don't care. I am never-ever going back to the place and I am going to tell everyone I know. As consumers why do we put up with this stuff? Sure I can understand not giving cash back with no receipt or even a store gift card. But just to not allow an exchange is just plan mean and hurtful. Basically no one cared that we had their product and couldn't use it. Instead of helping to make a loyal customer they blew it. I just don't think anyone we spoke to cared a bit about us. People deserve much better; we are human beings.

I tried to write a check at Toys R Us on 10-14-09 for $20.57 and it was declined by certegy and the slip I was given states I have a nsf check, WHICH I DO NOT, this was very embarrassing. I have tried to contact certegy and get only a recorded message which is no help at all. (two different toll free numbers.) I have never had anything like this happen in my 50 plus yrs writing checks and don`t understand how someone can do this. I had written 3 seperate checks the same day with NO issues ??? From what I see from other complaints I have read I think its time we all get together and seek legal action to get this stopped. You are runing good peoples names who have done nothing but work hard and try to follow the rules of society. I want this resolved NOW...