I just wanted to email everyone our experience this Christmas season. Since we live so far away from a mall, I did a lot of ordering online this month for Christmas. Sites we used were Amazon.com and Walmart.com and Toysrus.com. Both Amazon and Walmart were awesome in their ordering process and shipping times. In fact, arrived many days earlier than they projected in the confirmation emails. Amazon arrived in 3 days from the order date via UPS and the walmart orders arrived the very next day via UPS...when I only used standard shipping at both sites. However, it was a different story with Toysrus.com. I ordered a really cool tabletop game based on the 'Deal or No Deal' TV show for the girls as a 'together' gift. They love this show, and love games, so I figured it would be a perfect gift. I ordered this from the toysrus website on Tuesday December 12th. The site claimed that the items were available and it would ship in 2-3 business days, with a guaranteed delivery by the 22nd of December. HA! Big Fat misleading information! On Friday, I emailed inquiring for a tracking # or something, as I was getting concerned. I received a response email with an 800# to call on Saturday. I called, and they confirmed that the order was still being processed and would likely ship out on Monday. Later that evening, at 4:30pm, I received an email stating that 1/2 of my order (some knee/elbow pads for Kathryn) was cancelled due to not being in stock. I immediately checked the website, and it still showed the items in stock. No big deal, I could still try to get them at the local walmart here, maybe. Then later, at 10:30pm, I received another email stating that the other 1/2 of my order was cancelled for no availability of the product...however, it still showed it available on their site to order. I called the 800# today, Sunday, to find out what the deal was. The girl stated that the item was now available and she could re-enter another order, but would not be here in time for Christmas. Our credit card currently has a 'hold' for the entire purchase amount for the next 4-7 business days. So not only did we not receive the items, they are essentially 'holding' our money at our bank for up to a week after it was cancelled. I know that some of you may think this is petty, but I don't want someone else to experience what we did with this company. The site claimed it was in stock, ready to ship in 2-3 days, and then cancelled the order 4 days after the order was made....even after minutes after receiving the email, I checked the website and it still claimed the products were available to order and to arrive before Christmas. The Deal or No Deal game seems to be a really hot item, as every store online is sold out. We can't purchase it in time for Christmas now, and walmart here doesn't even have it in stock, so I thought I would email all of our friends and family to let them know what kind of business Toysrus.com is doing, and hopefully you will choose to do your business with someone else too. I emailed a complaint to their headquarters as well, but please forward this to anyone you might know that does any shopping with Toys 'R Us and hopefully they too will choose someone else instead to do business with. I thought I would post it on here for those of you that I don't have email for...you would think that such a big company would be doing better business....guess not! :evil:
Hey there! Sorry this happened, and just before Christmas too! You're right, it's bad what they have done. This thing with the charge being on hold, they should be able to fax your bank and have them lift the hold. This happened to us once when we tried to make a reservation for customer and for whatever reason the charge didn't go through but it appeared we had charged the customer. Actually in the end they also had the hold on their account and I had to fax the client's bank to lift it which I did that day, problem solved. At least then you can get the money back now. Good luck!
Tonya~ Sorry to hear about this. Frustrating! The exact same thing happened to me with the online retailer 'Golfsmith' and I can relate and sympathize~ It IS annoying! I ordered golf shoes and a few other smaller items and exact same details happened~ item shows IN STOCK on the site (Still!).. it never arrives, when I called to check what was happening, they told me the shoes were not in stock. It then made me want to know~ "So were you ever planning to tell me they weren't coming or were you just waiting for me to call asking where they were?". Credit card was tied up for almost two weeks with the funds on hold. What annoyed me the most is that these golf shoes were limited edition. They were tough to get and they were selling out all over the place. When I found a pair and ordered them, I stopped looking for them (obviously). Two weeks later when Golfsmith decided to tell me they were not in stock, I was so ticked off because I could have maybe arranged to get them else where. I DID eventually get a pair (from a small golf retailer in Minnesota!)... but will NEVER use Golfsmith again. All Golfsmith had to do was advise me that the item was NOT in stock within a reasonable amount of time after I placed my order and I would have been fine~ Instead they showed the WORST customer service I've ever encountered.
yes, we have a version of Deal or No Deal over here.... http://www.nbc.com/Deal_or_No_Deal/ love it...addicted myself. Blondie (with the coolest real name in the world!), that is horrible how they did you with your golf shoes....its crazy how these companies will just use and abuse some customers.
i love deal or no deal! Last week a girl dealt at £21,000 and she ended up with the £100,000 and the £250,000, banker offered £170,000 and the £250,000 was in her box. She cried real lou like a baby and blamed her boyfriend
Let enough people know and let them know you're letting enough people know and you'd be amazed how quick you can fix the situation... Three weeks ago, I went out to buy a hair dryer for my sister as an Xmas gift. I went to the mall, right to the store, bought and it and turned around to head back out. The hair dryer was about $200, on sale for $160. On my way out, I passed a store (about 3 doors away) that had the same item on sale for $140. I went back to the store and asked if they could credit the difference, they said no. So then I asked to return it, they said no. I had some snotty 17 year old telling me that the store policy was no refunds, no exchanges. Now I know it's only $20, but I didn't think it was right that they could do that and I really didn't appreciate the attitude I was given. I can understand that different stores have slightly different pricing structures, but to have that great of a difference and be in the same mall and only 3 doors away was wrong. I know if I can't match a competitors price, I will inform my customers that there is a better price to be had. They appreciate the honesty and the service, and depending on the price difference, will normally still give me the business. As it was the weekend, the store manager wasn't around, so I took her name and the manager's name to call back during the week. On Monday, I called the manager, explained the story and instead of apologizing, she just kept repeating the store policy with the same attitude. Now, those of you that know me, know I don't like NO for an answer, even more so if they are rude about it. Ask the CT/NJ group... I called my credit card company and asked if they had a price protection policy, which they didn't. I called the consumer protection agency, who said they couldn't help, but I could report them and they would be investigated... With looking up the phone numbers, waiting on hold and explaining my story, I'd wasted 20 to 30 minutes of my life on this, but I couldn't stop now - making sure they didn't keep the $20 they ripped me off was now my top goal in life. Yes, I'm very goal focused... I have many goals.... However, their priorities change very often... Depends on my mood and where my anger is focused... I thought it was time to pull out the big guns - I was going to send an email. I sent their head office an email explaining the situation and asked them if they were in the habit of ripping off consumers, or if I was a target because I was gullable and believed in their policy of offering an enjoyable customer experience without doing any research first. As I work with many promoters and public figures and have many contacts in the local and national media, I may have copied some friends at the local newspapers and news stations. Within 1 hour, they replied with a full apology and assured me that there was envelope with $20 sitting in the cash register with my name on it. About 15 minutes later, my buddy at one of the local news stations (who works in marketing, not the news) sent the email to an editor who contacted me and asked if he could have a crew present when I pick up the envelope and do a piece about consumer rights and what we can do to protect ourselves, and give the store some bad publicity at the same time. As I was out of town, and they wanted the story to fill a slot that weekend, it never happened. ...as for the $20? I called up Sun Youth and let them know there was envelope with my name on it for them to pick up... My only request was that they tell the store it was never about the $20 and that they shouldn't be allowed to rip off customers... and to wish them Happy Holidays.
way to go Waste! :clap: You know, I haven't received a response back from headquarters yet? Silence. They could care less I believe. I'm just really sad that I can't get this game in time for Christmas for my girls...they were really wanting one....
