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Report: #515144

Complaint Review: Toys R Us

  • Submitted: Mon, October 26, 2009
  • Updated: Sun, July 04, 2010
  • Reported By: Sara — Eugene Oregon U.S.A.
  • Toys R Us
    Eugene, Oregon
    United States of America

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My sister is going to have a baby is two weeks or less, mother in law bought her a back pack diaper bag that was on my sisters baby registry.  When my sister tried to put baby items in the bag, there was tear in the bottom and things would fall out.  She tried to take the bag back to Toys R Us where it was purchased  and she was told that because it was not the same color as the one she chose on her gift registry, they would not return or exchange for a different one, unless she had a receipt.  um... this was a present AND it is defective.....   Manager John (didn't give a last name) was less than sympathetic and told my massively prego sister that  he could try to look up the transaction with either a phone number, or credit card number. (who gives out their CC number) He also said if they were not happy with the return policy, to call cooperate and complain.  And she did, they said they could not bend on the return policy, she had to have a receipt... They suggested that she call the manufacture and see if they will replace it for her.Called the mother in law.. of course, she paid cash and threw the receipt away. 

What kind of crap policy is this?  An obviously defective item, with the tags still on, and because it was not the color she scanned 9mo ago.  Something there needs to change.

This report was posted on Ripoff Report on 10/26/2009 02:42 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 UPDATE Employee


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

I've never gotten anything less than a 100 on a GSAT under my name. It's not my fault that the return policy is what it is, but I can understand why it is that way; It's my job to attempt to enforce it in a courteous manner. Managers can override it all they want, but if they were SUPPOSED to do this, then I'm sure our corporate office would have done something more than refer them to the manufacturer. It is ridiculously unfair to make an exception for one customer and not for every other customer without a receipt. I'll be happy to return without receipts when the big blue board or the print on the receipt or the policy posted all over the store changes. I'm mostly at the service desk and am very close with all the managers, so do not attempt to imply or talk to me like I don't know about policy and exceptions. Fail!
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#2 UPDATE Employee

Missa, your attitude is why we get bad customer reviews.

AUTHOR: Nicole - (United States of America)

Missa, as an employee as well, you and I both know the manager had the right to go ahead and accept the return. Having worked at the Customer Service center portion of the store, I know how it works - we can look up the transaction various ways. OR if we wish to ensure CUSTOMER SATISFACTION we can select the option to in put their driver's license and phone number with a manager's permission to continue on with the transaction.

While we cannot do this for EVERY customer per corporate policy, but there are some instances were it is required to ensure return business.

The policy is there for a reason. Then again, so are the customers. Strangely, one is more important than the other. Unfortunately, some times to certain employees, it is the wrong one.

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#3 UPDATE Employee

Gift receipts!

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

It is clearly stated on every single receipt that prints out that you must have a receipt or no return/exchange will be permitted. We also print out a gift receipt with every single transaction (even if you're just buying a soda or pack of gum) to ensure that the chance to give a receipt is there. Individual gift receipts are automatically printed out for all registry items.

A policy like this is in place to prevent an individual from buying something from a different store and returning it to our store. 

We have multiple ways to look up a transaction.. We can look it up by the phone number given at the time of purchase, we can swipe your credit card at the register, we can run your check through the register, or we can search by a registry. 

Unfortunately, since the item was not the same item as posted on the registry, we were obviously unable to take it back. This is and will probably always be the store policy. Complain all you want. The receipt states plain as day, along with the return policy posted at the customer service counter.. NO RECEIPT, NO RETURN. 

The "it was a gift" excuse fails every single time because we print a gift receipt with EVERY SINGLE TRANSACTION. There is no way for us to cancel the printing of a gift receipt. Extra gift receipts print with the registry. Your mother-in-law fails, not our return policy :)
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