Dear: Gerald (Jerry) Storch:

I was looking for the Barbie & The Diamond Castle Playset for my daughter for Christmas. I had looked everywhere. I looked at all the WalMarts, Targets, and KMarts in El Paso, TX and Las Cruces NM. I had also had to travel for work so I checked the Deming NM and Silver City NM WalMarts also. I was not able to find it anywhere.


On 12/12 I went onto Toys R Us web page to try to order it there. They were out of stock but they had this feature that you could get an email when it was in stock. I get email on my phone so I thought that would be great because no mater where I was I would get the email and then I could order the Barbie & The Diamond Castle Playset right then and there, so I signed up for the notifications. The next morning on 12/13 @ 6:30 AM I got the email that said they were back in stock. I got up from my bed and ran up stairs and ordered it over the phone.

The guy I talked to told me that it was in stock and would ship within one to two business days. That would make it ship on 12/15 or 12/16 because it was Saturday. He assured me that I would have it on time for Christmas. The Toys R Us web page also said if you order anything before 12/19 you would get it by Christmas Eve. The guy told me I qualified for some makeup kit for free also I just had to pay for the shipping. I said fine and added it to the order.

On 12/13 @ 7:28 AM I got the email confirming my order with the items in stock and ready to ship. At 10:30 AM I got another email from Toys R Us saying the items are being processed and I would be charged $111.46 for the items with shipping.

On 12/15 without fail the first item was shipped. I went on to track it and found out that it was just the makeup kit from Toys R Us. Not the Barbie & The Diamond Castle Playset that I had really ordered. Just like clock work the Makeup kit arrived from Toys R Us on 12/17, but the item I really ordered still had not shipped out. I then called Toys R Us when I got home from work and the person I talked to said that she was not sure why it had not shipped out but would look into it but I should still not have any issue with getting it here before Christmas. I said OK thanks.

I waited until 12/19 to call again to see what was the stauts because it still showed processing the Barbie & diamond Castle Playset on the Toys R Us web site. When I finally got to a person it was around 12 PM. The lady I talked to told me that it had still not shipped out and could not understand why. She put me on hold for about 10 min and said that she would get an email to her supervisor and they would be calling me back. She also told me I would be getting it before Christmas. Once again Toys R Us was lying to me.

I never received a call from anyone. I got an email @ 4:22 PM on 12/19 saying that the item had shipped. I went on UPS to see when I would be getting it and it only said the billing information had been received. I had to wait until 12/20 to see when I would be getting it. I was glad it had finally shipped.

So today 12/20 I went onto UPS.com to track my Barbie & The Diamond Castle Playset and what a surprise…. I was not getting it until 12/30. THAT IS FIVE…FIVE…DAYS AFTER CHRISTMAS. I am so disappointed. I called Toys R Us again now for the fourth time and talked to another lady. She told me there was nothing she could do for me. She said the package was too heavy or they could have expedited it. Why was I not called? I would have paid the extra to get it on time. I was told I would be called by a manager. It seams to me that the “managers” at Toys R Us are afraid to talk to the customers. The lady on the phone from Toys R Us told me that she would have to send another email to the manager and they would call me. I told her I wanted her to ship me a new doll house and make it two day. Then I would get it by Christmas and I would send back the one that gets here on 12/30. She said that she would send that request to the manager in the email. I asked if I could talk to a manager and she said there are no managers there. I asked it there was another phone number I could call to talk to someone above her and she said NO. I asked how long it takes for a manager to call me and she said, “I don’t know.” I can’t believe this is the way Toys R Us runs it business. I am a manager for a major communications company and if one of my customers, I don’t care who it is, wanted to talk to me I would expect my techs to put me on the phone with them right then and there. I would never treat a customer like Toys R Us is treating me. If we are nothing else in this would we are all connected by the human race. How is it that Toys R Us is so disconnected that they can’t simply talk to their customers? An email has to decide if my daughter is going to have a good Christmas or not. Man Toys R Us you really blew it.

Here is the info. if you would like to do a internal investigation. I sure you will not but I really don’t care at this point. I will also be posting this on every site I can find so that everyone will know what Toys R Us did to me and my child on Christmas.

I went to the store on December 1, to the wii section which was suppose to contain all reduced prices. I asked the clerk it this product was on sale, he assured me it was. I took it to the register, and they wsaid it was 39.95. I went back to another representqtive and reasked the price, he said it was 19.95. I asked him to accompany me to the register. The man at the register again said it was 39.95. I then asked to speak to the manager, he said if it rang up at 39.95, he could do nothing about it. It wasn't the only one in the section. There was about 6 more. I will not shop at toyy r us again. I t was their error not mine, and I should have been able to purchase it for that price. I will be sure to repeat this story to anyone who will listen.

I had a coupon from toys r us to purchase $75 in merchandise and receive a free $10 gift card. BOGUS!! When I attemped to use the card approximatley 3 weeks later, there was 0.0 on the card. I had not used the card nor had anyone else.

There is no place on toys r us website to e-mail, only telephone, so 30 minutes of my time later, 4 people later, still no answer.

Store employees are incompetent as are those at the 1-800 phone number.

I will not buy another item from toys r us. When I say I won't go to a store again, I am serious. The last 2 stores, Eckerds - I only went in after desperation - 8 years later and Pulbix, I have only been in twice in the past 7 years.

The Toys R Us BIGGEST TOY book arrived on my front porch, full of stuff on sale. Going through it, I found an outdoor playhouse I knew my kids would LOVE. I noticed the savings on the price, and figured it would be good to buy it NOW. Before heading out to a local Toys R Us, I called around to see which locations had these in stock. Imagine my surprise to the HUGE RUNAROUND given by Toys R Us. An item which was placed on SALE, YESTERDAY and nobody appears to have ANY IN STOCK. To further this, when you go to the store, the staff (usually made up of high school and junior high school kids) just stand there with a gap jawed look on their face. Who knows WHAT they have advertised in stock, why even BOTHER? At this rate, it will be more convenient for me to shop online.

I visted the Toys R Us website and they show an ad for Video Games BUY TWO GET ONE FREE. In the ad is says"excludes video software and Video Pre-Orders". Nothing about select items. The website is really slow and difficult to us. The search engine is awful. So I spent 30 minutes loading my cart only but when I get to the checkout it charges me full price so I call them. The clark was really nice and cheery BUT she had me click three times to show me the "select items" part. In other words it is intentionally not clear. By this time I am mad at the time I wasted and so I spoke to a supervisor who was so nice and no help at all. When I told her the website was awful she informed me they had worked on it this weekend, when I told her it was slow she said it was my computer, when I told her the ad was deceptive she told me it was unforunate but that is what it is. I have stopped the emails and will not shop there again. At this time with money so tight why would a store spend so much time, effort and money to get your business and then make you go away mad?