Toys R Us will not exchange or return defective item. Eugene, Oregon

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!

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.

 

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.