• Report: #63701

Complaint Review: Toys R Us

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  • Submitted: Tue, July 15, 2003
  • Updated: Sat, February 27, 2010

  • Reported By:rosslyn Virginia
Toys R Us
Arlington, Virginia U.S.A.

Toys R Us Won't allow you to change your mind. Returning policy that does not make sense. Arlington Virginia

*UPDATE Employee: you don't get to switch for a sealed game

*Consumer Comment: WOW

*UPDATE EX-employee responds: Erin Hit it right on!

*UPDATE Employee: read the return policy

*UPDATE Employee: read the return policy

*UPDATE Employee: read the return policy

*Consumer Comment: Oh good grief.

*UPDATE Employee: TRU does not exchange open games for unopened games

*UPDATE Employee: TRU does not exchange open games for unopened games

*UPDATE Employee: TRU does not exchange open games for unopened games

*Consumer Comment: I found it.

*Consumer Comment: Thank God...you're back!!!!

*Consumer Comment: This report is not even a rip-off! Taking responsibility for ones own mistakes. Is this Bash April Month?

*Consumer Comment: This is the Rip-Off Report, not Shills R' Us!

*Consumer Comment: i don't know aout federal

*Consumer Suggestion: So egotistical and stupid

*Consumer Suggestion: April - What "federal law" are you talking about?

*Consumer Suggestion: Wow, for someone "Claiming" not to be a "Shaw," you sure do sound like one.

*Consumer Comment: April is INcorrect (again)

*Consumer Suggestion: Swapping Opened Game for Unopened Game

*Consumer Suggestion: I really don't think you should worry

*Consumer Suggestion: I really don't think you should worry

*Consumer Suggestion: I really don't think you should worry

*Consumer Suggestion: Return the item to the manufacturer

*Consumer Comment: April is Correct!!

*Consumer Comment: April is Correct!!

*Consumer Comment: April is Correct!!

*UPDATE EX-employee responds: Not just policy, but FEDERAL LAW

*UPDATE Employee: you were fairly warned before purchasing.

*Consumer Suggestion: Your Problem, Not Toys R' Us's

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Last Sunday, me and my friend went to Toys R Us in Arlington to purchase a gift. We checked out the Play Station 2 Games, and decided for a Career Challenge F1 game. We already own several of them, and we wanted the latest on Form. 1. As soon as we got home, we put the game on to enjoy our new purchase. To put it simple: we didn't like it. We just didn't like the game.

Even though in the back of the package said '2002-2003' this game presented an older format than others from 2002. So we decided to take it back and exchange it for another one, we figured we could do this since people are allowed to change their minds, and that just by getting another one -same or cheaper price- we'll be happy. We went back on Monday and the employees said that because it was opened they could not take it back; the only thing they could do was -because it had been opened- to exchange it for the EXACT SAME GAME. OK, so what sense does that make?

So -I thought- are you telling me that I am stocked with a $43 PS2 video game that I won't even play ever again because I don't even like it? Are you telling me that I have no right to change my mind and go from though to soft if I feel like it?

I was not happy when I heard this, I even sugested an exchange for a cheaper game, they would not accept. So I decided to try the store manager. We aproached a different counter and asked for the manager on duty, 'In regards of what?' was the answer, I started explaining the situation, but before I was finished I was interrupted by the ringing of the phone at the counter. When I looked over at the Video Game counter, I saw the employee that had denied me the refund talking on the phone also -what a coincidence, huh?- and looking directly towards us, so I realized that he was instructing the other employee on what to do about us. I got so mad, that I just walked away, othewise I would have said something very nasty to that...#$%^&* guy.

So in the end I had to go to another video game store, where they buy used games, and get a credit of $14 for my $42 brand new game, plus $26.11 for the new game that I bought from this store, a game that I already knew and that would not have to return, and as it is, we are very happy with it.

So if you ever buy something from Toys R Us, don't even think about changing your taste.

C
rosslyn, Virginia
U.S.A.

This report was posted on Ripoff Report on 07/15/2003 10:09 AM and is a permanent record located here: http://www.ripoffreport.com/r/Toys-R-Us/Arlington-Virginia/Toys-R-Us-Wont-allow-you-to-change-your-mind-Returning-policy-that-does-not-make-sense-63701. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 30Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

you don't get to switch for a sealed game

AUTHOR: nate - (USA)

the one problem with switching out the old game for the new "unopened" game is that company policy if for us to give you what you brought back. meaning you get a game that we open on the spot. also we do a even exchange which gives you a return receipt canceling out your original.
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#2 Consumer Comment

WOW

AUTHOR: saraski - (USA)

What ever gave you the idea that you are allowed to change your mind after opening and playing a game??? The return policy is clearly stated on the receipt and on a huge sign above customer service.
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#3 UPDATE EX-employee responds

Erin Hit it right on!

AUTHOR: Derek - (U.S.A.)

As an Ex R-Zone associate for the Evil Corporate entity known as Toys R Us, I hate to admit that I agree with their return policy.

Electronic merchandise including software is subject to a 45 day return policy. If the software is opened it can only be replaced with the same title as the original, and the associate at the service desk is supposed to open the new software before giving it the customer. This eliminates a return for cash or credit of previously returned software, and helps to reduce lost revenue.

Erin is also correct in stating that the return policy is posted (quite visibly) at the service counter in the form of a BIG blue and yellow sign.
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#4 UPDATE Employee

read the return policy

AUTHOR: Erin - (U.S.A.)

I am an employee of TRU and I will tell you right now that the return policy for EVERYTHING IN THE STORE hangs above the customer service desk.

It's the same with all CDs, DVDs and videogames EVERYWHERE: If it's opened, it can only be exchanged for the same game. It does make sense, actually. Since people can burn games, CDs and DVDs now, that HAS to be the return policy to ensure that people don't exchange games all the time, burn multiple copies and then sell them off.

I'm sorry that you don't like it, but that's the way it is at all stores, not just TRU.
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#5 UPDATE Employee

read the return policy

AUTHOR: Erin - (U.S.A.)

I am an employee of TRU and I will tell you right now that the return policy for EVERYTHING IN THE STORE hangs above the customer service desk.

It's the same with all CDs, DVDs and videogames EVERYWHERE: If it's opened, it can only be exchanged for the same game. It does make sense, actually. Since people can burn games, CDs and DVDs now, that HAS to be the return policy to ensure that people don't exchange games all the time, burn multiple copies and then sell them off.

I'm sorry that you don't like it, but that's the way it is at all stores, not just TRU.
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#6 UPDATE Employee

read the return policy

AUTHOR: Erin - (U.S.A.)

I am an employee of TRU and I will tell you right now that the return policy for EVERYTHING IN THE STORE hangs above the customer service desk.

It's the same with all CDs, DVDs and videogames EVERYWHERE: If it's opened, it can only be exchanged for the same game. It does make sense, actually. Since people can burn games, CDs and DVDs now, that HAS to be the return policy to ensure that people don't exchange games all the time, burn multiple copies and then sell them off.

I'm sorry that you don't like it, but that's the way it is at all stores, not just TRU.
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#7 Consumer Comment

Oh good grief.

AUTHOR: Tiffany - (U.S.A.)

Okay, I can't believe the bickering I've seen, but, hey, whatever floats someone's boat. Every place I've ever bought software, be it DVD, VHS, PS2, PS, N64, whatever platform, they have posted somewhere conspicous the rules for returning said software. ALWAYS, the posted rules, whether they be federal law or simply store policy, state that if the software is opened, it will only be exchanged for the same title. More often than not, this policy is printed on the back of the receipt as well or in a return policy pamphlet they force upon you.

I completely agree with everyone before me who has suggested the rental route. If nothing else, hold off on the game a little longer and buy a used copy so you're not out so much money if you don't like it. A company cannot be held liable for a consumer suffering from buyer's remorse once they've experienced the purchase and simply "don't like it." Most average people wouldn't want to sell someone a car only for them to return it a week later & ask for their money back because, eh, they didn't like it... Same principles...
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#8 UPDATE Employee

TRU does not exchange open games for unopened games

AUTHOR: Katherine - (U.S.A.)

This is in response to the person who wrote that C should take the offer to get the unopened game for her opened game and then return it at another TRU. You have obviously never tried this... TRU's policy is to open the new game before they give it back to avoid scammers like yourself. Get your facts straight.
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#9 UPDATE Employee

TRU does not exchange open games for unopened games

AUTHOR: Katherine - (U.S.A.)

This is in response to the person who wrote that C should take the offer to get the unopened game for her opened game and then return it at another TRU. You have obviously never tried this... TRU's policy is to open the new game before they give it back to avoid scammers like yourself. Get your facts straight.
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#10 UPDATE Employee

TRU does not exchange open games for unopened games

AUTHOR: Katherine - (U.S.A.)

This is in response to the person who wrote that C should take the offer to get the unopened game for her opened game and then return it at another TRU. You have obviously never tried this... TRU's policy is to open the new game before they give it back to avoid scammers like yourself. Get your facts straight.
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#11 Consumer Comment

I found it.

AUTHOR: Krista - (U.S.A.)

I have seen a few "laws" thrown around on this site, but this one is legit and makes sense.

UCITA Article 2B ammendment to UCC

Check it out.
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#12 Consumer Comment

Thank God...you're back!!!!

AUTHOR: Randall - (U.S.A.)

I thought we would never get to see one of the all-time great CAs back - Fraud Hammer X! Just in time to deal with that fraud hack, April/Dale! To quote the Hammer, "POW"!!!
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#13 Consumer Comment

This report is not even a rip-off! Taking responsibility for ones own mistakes. Is this Bash April Month?

AUTHOR: Robin - (U.S.A.)

There has been a lot of April-bashing on this board lately. Why?

In her post of 08/19/2003, April plainly states that I worked for TRU. She is not hiding anything here, but it is in the past tense. So, accusing April of shilling is just weird! Fraud Hammer X, did you not read this sentence?

As for the content of the original posters complaint; it is not even a rip-off! A game was purchased and a game was received. Where is the rip-off? It is more an admission of poor judgment on the part of the poster in the choice of the game.

I dont care if it Federal law, state law, county law, manufacturers law, or store law. This no return of opened software policy is in place and posted in plain sight in EVERY single store where I have ever purchased software. The only time a concession will be made is if the original game is damaged and will not play. Then you can usually exchange it for the same game title, but you will never receive a monetary refund for opened software.

Game blurbs can be deceiving. The best policy is to read reviews in game mags and perhaps rent the game ahead of time. If you still wind up with a dud, you are stuck with it. I have a couple of really awful ones on my own shelf.

I am thinking of knitting little coats for them and using them as coasters. They are so bad that is the only possible use I will ever get from them! My kids, who are pretty forgiving when it comes to games, say they cannot even play them!

The purchase of a terrible game will not alter anyones life to a degree that makes living intolerable. Get over it and use the experience to avoid making the same mistake again.

Sometimes we have to do the unthinkable and take responsibility for our own mistakes or bad choices. And sometimes we make the wrong choices and must bear the consequences of our own decisions. It is called growing up.
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#14 Consumer Comment

This is the Rip-Off Report, not Shills R' Us!

AUTHOR: Fraud Hammer X - (U.S.A.)

As a result of my attacks on the blatant corporate suck-ups that infested this site, the amount of potty-mouthed shilling decreased. There has been a spike of late, though, mainly attributable to the no-goodnik named April. She previoulsy got her kicks via the posting of egregiously bogus information, but I was content to let this slide since it contributed towards sticking it towards The Man. Now that she has assumed the guise of just another misguided shill, she is fair game for the Fraud Hammer and a perfect candidate for FRAUD HAMMER JUSTICE! Ready, April? This might hurt...

POW! Fraud Hammer action for that filthy shill mouth of yours followed by a roundhouse BLAM! kick to your malfunctioning shill dome! Ha ha! Do I have your attention now, shill? We're still waiting for you to produce that federal law! What's that, we can't hear you with that corporate teabag in your mouth. Spit it out! That's it, much better. Oh, you admit that there is no such a law? Hmmmm, then I wonder why you would post such a - Oh! That's right... you're just a SHILL for Toys R' Us who will say ANYTHING to please your corporate masters!

What's stupider is the shill-in-training who knows of "at least five" Wal-Marts in his corner of Missouri who have this info posted in them! What did you do, go looking for them?
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#15 Consumer Comment

i don't know aout federal

AUTHOR: Joey - (U.S.A.)

but in missouri it is 'on the books' for anti-piracy, that you CANNOT RETURN any open electronic media(cd's dvd's videos etc){i'm not sure on game consoles, altho i did return a sega genisis and bought a super nintendo years ago}. any major retailer or electronics store should have this policy on the wall. at walmart(at least 5 of them in my area do) it's behind the cust service desk, just so they can prove it to the bitchy little idiots.
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#16 Consumer Suggestion

So egotistical and stupid

AUTHOR: April - (U.S.A.)

Dan or Shaw or Mike, whatever you want to use today: You can look up the federal law yourself, but I forgot you seem to be too damn lazy. ALL STORES must post any federal and/or state laws that have anything to do with the merchandise they sell, their employees (you know labor laws, OSHA laws, etc.) and recall notices for anything sold or previously sold in their store(s). Where are from BFEgypt? My education is quite high thank you. And as for your BS Geoffery this Geoffery that, I DO NOT work there anymore, I have a very nice job out of retail. Just thought I'd add insult to your self inflicted injury. If you knew anything about retail or any job, for that matter, you would know that Federal and State laws demand businesses to display these laws in plan site, for their employees and their customers. Appearently, you don't work and never have to be placing your foot so far into your own mouth. Get off your butt and look or ask and retail store yourself. Lazy, Lazy, Lazy!
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#17 Consumer Suggestion

April - What "federal law" are you talking about?

AUTHOR: Dan - (U.S.A.)

Oh, the sign at Toys R Us. Oh, so that's how Federal Laws are published, on the wall at Toys R Us? Does Esquire Geoffrey and his paralegal assistent Gigi write these laws himself? Maybe I should go to Toys R Us and see what other "Federal Laws" are on the wall and stop wasting my time using Lexus or Westlaw. Would you care to site for me the particular Federal Code you are referring to I will gladly stand corrected. Oh, but you can't since your education seems to be limited to what you can read on retail store walls.
I remember back in the days of floppy disks stores would claim they couldn't take back software becuase of "viruses". Then when all software came on CD they couldn't use the virus excuse anymore so they invented this mythical "Federal Law". But if Geoffrey posts it at his stores it must be a real "Federal Law".
Tell me April, is it legal for me to remove the tags from my mattress. What's Geoffrey have to say about it.
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#18 Consumer Suggestion

Wow, for someone "Claiming" not to be a "Shaw," you sure do sound like one.

AUTHOR: April - (U.S.A.)

You have to be stupid, really. Check with the FTC, send them a email asking them about the laws behind any and all electronics, they will email you back within 48 hours and show you how stupid you are.

You know, you want to boast of how you're not a fake, etc. yet you piss on everyone else on this site, yet, you never have you facts straight before opening your mouth and you sure do use the same exact "Shaw" textures. Amazing.

I worked for TRU, the federal law is posted on the board behind the customer service desk so that they can show anyone with the above attitude that they are in the wrong. I love to prove you wrong, no matter how many times you need to stalk me to make yourself feel better.

The game was not misrepresented in any way. The game came out in June of this year, every site and game magazine gives it a high rating, etc. You would know this if you were a true "Gamer."

By the way, you really do need to get yourself together, I have never posted anything on Taco Bell nor rebuttaled to that effect. This is the only TRU post that I have rebuttaled to, so really, get over yourself.

I take it you think that everyone should be able to play a game then return it "Used?" Real smart, we can tell you haven't a clue about anything.
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#19 Consumer Comment

April is INcorrect (again)

AUTHOR: Michael - (U.S.A.)

There is no such federal law regarding returns of video games, CDs, DVDs, etc. This is just another piece of made-up nonsense from April. Return policy is made up by the software maker and/or the retailer. I would call you out on producing this law as I have called you out in the past on your spurious "documentation", but true to form you will ignore this simple request and attack and insult those of us in the right.

This is one area of self-regulation that functions. Not allowing people to return their media over and over again is so OBVIOUSLY in the best interest of the producer/retailer that any local, state, federal, or international law prohibiting such a practice is retarded. Is there also a law prohibiting carmakers from selling cars for less than it costs to produce them?

It's amusing how you style yourself an advocate but recently you have been functioning as a potty-mouthed shill on behalf of Toys R Us, Taco Bell, etc. You've been beaten down in those posts as well, a fate that awaits all shills and flim-flam artists on this site.

Even if you can still say with a straight face that you're a consumer advocate, you're a crummy one indeed by not focusing on the crux of the problem as respondent Tammy did: that this game was misrepresented on the packaging and as such is an obvious case of fraud.

As an avid video game enthusiast I agree with Jon from Florida that renting before buying is the wisest course of action. That being said, C, you have the right as a consumer to be told the truth when it comes to a purchase. I would get in Toys R Us's grill over this and not stop until you have received a satisfactory resolution to your dilemma.
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#20 Consumer Suggestion

Swapping Opened Game for Unopened Game

AUTHOR: Christine - (U.S.A.)

In the future, if the store offers to replace the opened game with the same, unopened version, take the offer. Then take the unopened game to another Toys 'R Us store and swap the new, unopened game for the game that you truly desire, or a monetary refund/store credit. Or you could always say that your opened game was defective, though it may be hard to prove. It is not the most honest way to do things, but may keep you from taking it in the rear on another occasion.
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#21 Consumer Suggestion

I really don't think you should worry

AUTHOR: Jon - (U.S.A.)

Ya know, as far as it saying the year, maybe it WAS the right year of the game, maybe the designers of the game made it LOOK that way? I sympathize with you, but I really think you should do rentals first before you buy. it's the smart way to go!
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#22 Consumer Suggestion

I really don't think you should worry

AUTHOR: Jon - (U.S.A.)

Ya know, as far as it saying the year, maybe it WAS the right year of the game, maybe the designers of the game made it LOOK that way? I sympathize with you, but I really think you should do rentals first before you buy. it's the smart way to go!
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#23 Consumer Suggestion

I really don't think you should worry

AUTHOR: Jon - (U.S.A.)

Ya know, as far as it saying the year, maybe it WAS the right year of the game, maybe the designers of the game made it LOOK that way? I sympathize with you, but I really think you should do rentals first before you buy. it's the smart way to go!
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#24 Consumer Suggestion

Return the item to the manufacturer

AUTHOR: Tammy - (U.S.A.)

Even though in the back of the package said '2002-2003' this game presented an older format than others from 2002. So we decided to take it back and exchange it for another one, we figured we could do this since people are allowed to change their minds, and that just by getting another one -same or cheaper price- we'll be happy. We went back on Monday and the employees said that because it was opened they could not take it back; the only thing they could do was -because it had been opened- to exchange it for the EXACT SAME GAME. OK, so what sense does that make?

+++++++++++++++++++++++++++++++
Hey C.

You had every right to return this item. First of all, according to the package, it said that this game was 2002-2003 leading you to believe it was the newer version. This was a case of misleading advertising. Was it intentional? I don't think so. It was probably an error at the manufacturing level in which the wrong game got placed in the wrong package. You played the game thinking it was the newer release, not the older release that you already had. Do I have this right?

Now the decent thing to do would have been for Toys R Us to take back the item, refund your money, write a copy of your complaint and the reasons for return and for them to notify the manufacturer. It is possible that it was a widespread packaging and shipping error.

However they didn't do that. They didn't want to address the problem and look at it with a common sense viewpoint, giving a person the benefit of the doubt.

So instead what you do is this. Look at your game for the manufacturers address and package it with a nice letter and return the item to them, explaining what had happened and your mixup and ask for a refund.

Most decent manufacturers will refund your money and be glad that you wrote to them, because if it is a packaging and shipping error, there are lots of others with complaints like yours. You should also give them the name of the Toys R Us and the street address.

If they find your complaint valid and reasonable, they will contact the store manager at Toys R Us and address it.

I hope this helps.
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#25 Consumer Comment

April is Correct!!

AUTHOR: Kristin - (U.S.A.)

It is a Federal Law to not allow video games, VHS tapes, DVDs, CDs, and Cassettes to be returned to stores due to anti-piracy. Many people buy these things, take them home, copy them, and then return them. It is a huge liability to the companies to accept returns on such items. Most stores usually have a sign posted on or near registers stating that these items can only be exchanged for the same item in the case that it is defective only. If it wasn't opened, sometimes an exchange or return is allowed.
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#26 Consumer Comment

April is Correct!!

AUTHOR: Kristin - (U.S.A.)

It is a Federal Law to not allow video games, VHS tapes, DVDs, CDs, and Cassettes to be returned to stores due to anti-piracy. Many people buy these things, take them home, copy them, and then return them. It is a huge liability to the companies to accept returns on such items. Most stores usually have a sign posted on or near registers stating that these items can only be exchanged for the same item in the case that it is defective only. If it wasn't opened, sometimes an exchange or return is allowed.
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#27 Consumer Comment

April is Correct!!

AUTHOR: Kristin - (U.S.A.)

It is a Federal Law to not allow video games, VHS tapes, DVDs, CDs, and Cassettes to be returned to stores due to anti-piracy. Many people buy these things, take them home, copy them, and then return them. It is a huge liability to the companies to accept returns on such items. Most stores usually have a sign posted on or near registers stating that these items can only be exchanged for the same item in the case that it is defective only. If it wasn't opened, sometimes an exchange or return is allowed.
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#28 UPDATE EX-employee responds

Not just policy, but FEDERAL LAW

AUTHOR: April - (U.S.A.)

Wow! I have heard some complaints before, but yours is humorous. First, I did work for TRU before. No you can not take any video game, computer game, consoles, etc. back opened to any store. A consumer can change their mind, but not after you use the game. Commn Sense!!!!

This is not only a policy implemented by stores, but this is a federal law. Why? To protect stores and manufactures from poeple like yourself. If these stores had to take back every game someone didn't like, these stores would be out of business. TRU doesn't sell these games opened. So they loss money by having to send them back to the company.

This is just plain stupid to complain about. By the way,just to clearify something, the most you paid for the game was $39.99 plus taxes totaling $41.59. A little stretch, huh? Secondly, the only companies to buy used games our gamestop stores. I called them, you would have received a $24 credit not $14.

Now, as far as this particular game goes. It has the great 3D effects not a "2002 format." This has the better graphics on racing games. Customers on any site rating this game have given it a 5 star out of a possible 5. The game Imformer rates it as a 7 and TRU rates it at a 3 1/2 out of 5 stars. The same thing is always said, great re-playability, great graphics, it has all F1 racers from 1999 to 2002, you can create yourslef as a driver, etc. etc. etc.

This game is a 2003 game. It wasn't sold until 6/23/03, making it only a month old. So again, how can you be upset because a store refused your return just because you, "Didn't like it." TRU isn't a rent and return company. Come on people. If you want to complain to anyone, I would suggest you take it up with your senate office. But, they will probally get a kick out of it.
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#29 UPDATE Employee

you were fairly warned before purchasing.

AUTHOR: Katherine - (U.S.A.)

Employee at Toys R Us...

Hey! I am an Employee of the Toys R Us Company. If you shop at TRU, you can request a pamphlet about our return policy.

Also if you just turn around you receipt it states the return policy right on the back of it. So you were fairly warned before purchasing.

I would suggest subscribing or buying Playstation Magazine and read reviews of the games first. Or rent first. Most Blockbusters have the $19.99 unlimited rental program for one month on games right now. That's what I do, and it really helps!

I hope this helps...
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#30 Consumer Suggestion

Your Problem, Not Toys R' Us's

AUTHOR: Mich - (U.S.A.)

I am sorry, C, but I have to side with Toys R Us on this one. You bought the game, took it home, opened the package, used the product, then after using it, decided you didnt like it. It was not defective, it was not broken, it was not falsely displayed or described. Why should the retailer take back a used item that they cannot resell as a new item just because you decided that it wasnt entertaining enough. They are going to lose money because of your taste?

If you were not sure if you were going to like the game, before spending the money and making the purchase, you should have gone out to BlockBuster or something and rented it first.
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