Report: #547537

Complaint Review: Toys"R"Us

  • Submitted: Wed, December 30, 2009
  • Updated: Fri, February 26, 2010
  • Reported By: disappointedconsumer — Manor Texas United States of America
  • Toys"R"Us
    12901 N I H 35 # 800
    Austin, Texas
    United States of America

Toys"R"Us TOYS "R" US is NOT "4 US" Austin Texas

*Consumer Suggestion: Right a wrong

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

We paid cash to buy our twin daughters both a "Spongebob Squarepants" MP3 player for Christmas. My husband and I paid cash for these and have saved our money all year to have Christmas special for our daughters. With having twins and a one-income household, we are on a tight budget. We bought these MP3 players for about $40.00/a piece. Our daughters opened them both up on Christmas Day from "Santa". We found out after we opened them that they were not of the best quality and I couldn't get one of them to work. Our plans were to return them to get our money back as the receipt said we had 45 days to return them to get a full refund. We gathered up the MP3 players to find out the packaging on one got trashed with all the other wrappings and mayhem that occurs on Christmas morning. We put one back in the package and the other we put all the contents into a baggie to prevent from losing anything. We have never had a problem returning other things to Wal-Mart or other department stores without the packaging so we didn't anticipate any problems. My husband went back to Toys "R" Us and the girl behind the refund counter was all BUT friendly or professional. She was extremely rude and lacked customer service skills to be in this position. She stated in a condescending tone that "the board" clearly states that to return something the packaging cannot have been open. My husband responded with "well how do you know if something works by not opening the package". She was adamant about NO REFUND or RETURN. My husband requested to speak to a manager. He went on to tell the manager that he was having a problem with her and the manager instead of apologizing said "I have never had any problems with her before". My husband said well we are clearly having a problem now. The manager also said that they have a policy that you cannot return any opened items. It would be nice to have known this prior to spending our Christmas money or any money at Toys R Us. We weren't aware that we were supposed to read some "board" prior to buying. I don't know what the blind or illiterate are supposed to do in cases like this when they aren't able to "read their freakin board". All they did was exchange the one in the package for a new one, well... we didn't want it at all. If it is a poor quality product, why would want another one? Also, if they would "take" the unopened package for exchange, why wouldn't they take it back for refund. All they do is send it back to the manufacturer. ??

Just another unethical multimillion dollar company taking a buck from the common man.

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This report was posted on Ripoff Report on 12/30/2009 12:32 PM 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 Consumer Suggestion

Right a wrong

AUTHOR: IntheKnow - (USA)

The way credits work to the retailers are as such:  either they have to meet a minimum quantity to return for partial credit (say 6 units) or the manufacturer - most likely a distributor in this case, issues a credit to the store with instructions to "destroy" the unit - because it is cheaper to do this than mail the unit back and fix it.  For inexpensive electronics, there is probably not a one-one credit for the store.

That said, if it came with bubble packaging (hard plastic), the law considers that disposable and not something that could thwart a return.  Even if it did have a box, the Store Manager should have given you store credit, at a minimum.  Inexpensive electronics are not worth a hassle to any retailer.  The Manager you spoke with is incompetent.  A letter to the corporate offices on Geoffrey Way in  Wayne, NJ (check website for exact address) will result in some action.  Copy just what you said here.  Attention VP of Stores.


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