Report: #199161

Complaint Review: TOYS R US

  • Submitted: Sun, July 02, 2006
  • Updated: Mon, April 20, 2009
  • Reported By: siloam springs Arkansas
    Avenue In Front Of NWA Mall
    Fayetteville, Arkansas

Show customers why they should trust your business over your competitors...

I am a manager, and what happened to me yesterday at TOYS R US is the worst thing a business can do, the worst business practice I have ever seen, and the worst MANAGER in front of a business..!!!

I purchased a scooter as a birthday present for my kid, this is an electric scooter manufactured by RAZOR, model E200, it was purchased on June 17, 2006. The scooter was working fine and my son has been enjoying it, until it had some kind of electronic malfunction on June 29, 12 days after it was purchased. I was told by the STORE that is has a 45 days warranty and I clould return it to TOYS R US..and it also has a one year full warranty from the manufacturer...

I decided to go to the store for the warranty, the first thing I was told my the MANAGER was: sorry, we can not take it back!!...I am really sorry, but we do not accept electronics items for warranty. You must contact the factory and place a claim. I told him, that this was his responsability, and he should take it back, and give me another unit or send this one to the factory at their expenses, not mine. He got mad, and said: sir, I repeat..we do not take this kind of items back...if you read the scooter manual, it says: do not return to the store!!...I told him, that I was unaware of it, and this manual was hiden somewhere in the box..and they told me when I purchased the item, that it has a 45 days warranty from the Store.

He said, that the lady who told me that, is wrong and he is going to fire her.

MY QUESTION IS: If I purchase a car at a local GM dealer, and my car has something wrong with the electric windows and take it back to the dealer for warranty, will the dealer tell me to take the car back to the factory in Cincinatti, Ohio?

I BELIEVE TOYS R US IS WRONG!!..and I am also a manager and we take back anything from our customers, even if we have to send the items back to the factory at our own expenses!!!

TOYS R US is doing a bad business practice and I wonder if this is something very usual. I don't care too much about the cost of the scooter, it was $150, and I will buy now a motorcycle at HONDA for my son, is more expensive but I am pretty sure HONDA has a better reputation than TOYS R US..!!! advise to our readers and customers: try to avoid TOYS R US..!!!

Siloam Springs, Arkansas
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This report was posted on Ripoff Report on 07/02/2006 08:55 AM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 UPDATE EX-employee responds

The policy is...

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

I used to be a manager at a diferant TRU. Basically the return policy is at the managers descretion. There are certain merchandise that should not be returned to the store, for example scooters, and seasonal larger items such as swimming pools and inflatabalbe bouncers. On the boxes it should note the merchandise cannot be retunred to the store, and it is reprinted in the owners manual many times. In my store we usually let the customer dictate the result meaning if you have no reciept and you are acting irrationally you can go through Razor to get the product replaced but if you have your reciept and treat us with respect we will do what we can to help you. The advice I would give is ask questions and purchase the extended warranty plan as it will protect you for years down the road.
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#2 UPDATE EX-employee responds

Why Should They Care Its Not There Money !

AUTHOR: Brandy Willhoite - (U.S.A.)

If They Cand Find A Reason Not To Take It Back They Wont !

Even If It Is In The Warrenty Period, But They Have A Big Bin In The Back Where " RGD " Goes Wich Is Any Damaged/Non Working Product That Get Sent Back To Manufacter.

If They Can Get Some Of The Merchandise To Work Again Like TV's, Dvd Players etc.... They Will Re-Sell It With A Orange Sticker At A Reduced Price.
UnLoading Trucks They Arent The Carefulest Neither Things Get Dropped, Chucked All The Time And Some Times On Perpouse.

I Think They Should Have An Investigator Go In And Work There For A While And See All The Bad Things That Happen To Customers And Employee's.

Im Sorry For Your Inconvenience ! Thats Why I Dont Work For There Company No More And Opened My Own Business.
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#3 UPDATE EX-employee responds

dispute it through your credit card company

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

if you paid by credit card simply call them and dispute the charge. You can claim that they aren't honoring their written policy concerning refunds. As the policy says opened electronics can be returned for a like item. They should have honored it. You can get your money back through them.
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#4 Consumer Comment

The Customer Service you received was poor

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

The customer service you received was poor, if your recount of the events is accurate. At the least they owe you an apology for that occurrence.

The refund policy, however, is clear. I don't know if it is posted anywhere in the store or on the receipt, but it seems the original sales clerk likely did not understand or relate it clearly.

From their website - In store purchase return policy:

"Return Guidelines for Video Games/Accessories/Systems/Computer Software/VHS/DVD/Music Electronics/Radio Control Items/Trading Cards/Collectibles/Consumer Electronics

We will accept returns within 45 days of the purchase date on the following products: video games/accessories/systems, computer software, VHS, DVD, music electronics, radio control items, trading cards, collectibles and consumer electronics. The original dated receipt is required for a refund or exchange, and the item must be returned in its unopened and factory sealed package. If the item has been opened, it can only be exchanged for an identical item when accompanied by a dated receipt. Refunds and exchanges will not be given without a dated receipt.

If you have further questions about our return policy, please speak to a member of the management team in our stores or call 1-800-869-7787. We will be happy to assist you."

If you decide to purchase from Honda as you indicated it looks like you will lose the money on this purchase. You may want to try calling at the number indicated above to see if you can get a resolution.

By their own policy they should exchange the item for an identical one as it is opened. Any statement in the manual about "Do not return to the store" notwithstanding. Unless this statement was clearly indicated on the OUTSIDE of the box it is not reasonable for a consumer to be aware of it.
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