• Report: #299305
Complaint Review:

Toys R Us

  • Submitted: Fri, January 11, 2008
  • Updated: Wed, January 28, 2009

  • Reported By:South Williamsport Pennsylvania
Toys R Us
Muncy, Pennsylvania U.S.A.

Toys R Us Don't try to return an item with a gift receipt! Muncy Pennsylvania

*UPDATE Employee: You really expected cash with a gift receipt?

*UPDATE EX-employee responds: Educate yourself about policies before sounding so ignorant

*Consumer Comment: Your fault.

*UPDATE EX-employee responds: Nice drama, but rules are rules.

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My son received a video game for Christmas that he got a duplicate of. His plan was to return the game for cash, and put it with some cash and another gift card he got from his favorite video game store and buy an item that he had been wanting. I was fully expecting to get a hard time returning that game due to an experience I had about 3 years ago that caused me to never shop at Toys R Us again.

So, I went in, and gave them the gift receipt. They only wanted to give us a Toys R Us credit. I very politely asked them why since I had a receipt. The lady immediately got on her walky-talky and announced to the ENTIRE store, "Manager to the service desk, manager to the service desk! I have a lady out here that has a return and doesn't want to take the store credit. I explained the policy to her but she just wants the cash. I need assistance up here right away!"

At first I laughed, because I had prepared myself for a hard time. The manager came up, and told me that I had to take the store credit and there would be no exception, and the whole reason they were giving the store credit was because they couldn't tell HOW the item was paid for and HOW MUCH it was. So, I went
out to the car where my family sat waiting for me, and got my son to come in with me to pick something else out. We had to go back to the service desk, and wait in line - AGAIN, and the more I thought about it, the angrier I got.

So, when it was finally our turn again, I asked the original sales associate lady why it even mattered HOW the item was paid for anyway and if they couldn't tell HOW MUCH the item was, how were they going to
know how much to put on the store credit? She gave me THE nastiest look and hopped right back on that d**n walky-talky and said, "Manager to the service desk! The lady that had that return and didn't want to take the store credit is baaacckkk!" She sounded like that clip from the movie Poltergeist where the little girl is staring into the tv and says, "They're baaacckk." I was so livid off I could have reached right across the desk and grabbed that freakin walky-talky out of her hand and smashed it on the floor. But, I didn't - I just said, "Just gimme the store credit. But, I will tell you. This is exactly why I have not shopped here for the last 3 years. You have crappy
customer service."

So, I suggest that if you want to return an item to a Toys R Us, you make sure that you have the original receipt along with 18 forms of id, your right arm, your first born and make sure you aren't using your dignity that day.

South Williamsport, Pennsylvania

This report was posted on Ripoff Report on 01/11/2008 07:22 PM and is a permanent record located here: http://www.ripoffreport.com/reports/toys-r-us/muncy-pennsylvania/toys-r-us-dont-try-to-return-an-item-with-a-gift-receipt-muncy-pennsylvania-299305. 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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Updates & Rebuttals

#1 UPDATE Employee

You really expected cash with a gift receipt?

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

It says all over the receipt that you can only receive store credit with a gift receipt. This is so that they don't lose money. If the item was on sale or discounted at the time of purchase, they would be losing money by refunding you the full price. That is why they need to see how much it was. If it was 14.99 last week on sale and 19.99 this week, you'd be making 5 bucks.

People milked this, which is why gift receipts work the way they do. We can't give cash unless they paid with cash or check/debit. Credit card purchases must be returned to the credit card or gift card. We have to actually have the credit card [and the original receipt] to do this.

It isn't TRU's fault people can't keep their receipts or don't read them.
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#2 UPDATE EX-employee responds

Educate yourself about policies before sounding so ignorant

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

I was a manager at Toys R US for two years and know the policies that you are enraged about.
1)The reason is that a gift reciept only shows the name and Skin for the item purchased, it does not show the tender used in the transaction.
2) Credit card companies have strict penalties that can be levied against retailers for violating cash advances from their cards---meaning that if I needed cash for something, but had only credit available I could buy an item on a credit card, request a gift reciept and return it later for cash, thus outting the credit company. Not only do people try to avoid the massive interest rates on credit cards if you take out a cash advance (upwards of 20%) they can use this money for illegal activities.
3) The customer service was probablly poor because you are acting like you were so patient and nice to the workers, if you had so much time to wait in line you could have read the giant blue sign behind the service desk that lists the return policy.
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#3 Consumer Comment

Your fault.

AUTHOR: Electric President - (Canada)

First of all, I don't think anybody actually says that much when they page a manager. That sounds pretty embellished.

Secondly, rules are rules.
Gift receipts qualify for store credit only. Why? So that criminals can't get a gift receipt for every purchase, and return it at any point in time for cash.

Legitimate receipts qualify for refunds. Gift receipts qualify for store credits and exchanges.
Get over it.
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#4 UPDATE EX-employee responds

Nice drama, but rules are rules.

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

EVERY store where you pay with a gift receipt you get store credit. Thats how it works, read the rules.

you didn't get your way, had a temper tantrun like a 3 year old (good example to your kid) and you embelish the employee calling for the manager.

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