In case anyone has been wondering where I have been this morning.
After 40+ minutes at Toys R Us trying to under stand their new "$5 coupon policy"
I have spent another 40+ minutes writing a letter to Toys R Us.
And I thought I would share it with my readers.
Toys R Us is on my list today, not sure if that will be permanant or not, that will depend largely on their response.
To Whom It May Concern:
This will make the second letter of complaint I have ever sent to a corporation and they have both been to Toys R Us and both this year. I am writing to urge you once again, to please create a clear, detailed and publicly accessible coupon policy. I sent an email earlier this year concerning a manufacturers coupon that was Buy 1 Get 1 free for Littlest Pet Shops, this coupon coincided with an in store promotion Toys R Us was offering, when I went to check out the cashier - who was totally uneducated on how to even scan a coupon - called over a supervisor who proceeded to tell me that I was already getting a good deal so she wasn't going to honor it. I asked if they accept Manufacturer's coupons and she said yes, I then asked if they accept Internet Printable coupons and she said yes, I then asked what exactly the problem was and she proceeded to tell me again that I was already receiving what she deemed as a good enough deal and was not going to honor it. By the way, I returned the following day to see how consistent your stores "good enough deal" policy was and another cashier took the coupon right off, no questions asked. And your response to my email was to back up your "good enough deal" policy that your manager created that afternoon.
Fast forward to today. I was in your store yesterday to pre-order the new Tinkerbell movie for my children, I knew that there was a good offer for the movie as well as the preordering of Beauty and the Beast. I paid my $10 to pre-order and returned today to pick it up. My cashier - who was the nicest thing about this trip - had no idea how to ring up the pre-order ticket and immediately had to call over yet another supervisor. No one showed up after several minutes so another cashier came over to help her, I then handed her a coupon printed from Disney (You can see it HERE) it is for $10 off Tinkerbell and the Great Fairy Rescue on Blu-ray/DVD combo pack, which is exactly what I was purchasing. She looked at it and said that her manager told her to not accept coupons over $5, but she could give me $5 off or she could have a manager come over. Now here is my first issue - I give you a coupon for $10 off but you only give me $5 off, that coupon then gets sent to the manufacturer where Toys R Us is going to get back $10. So the manager comes over (a young dark haired gentleman) and said what the cashier just said and that he won't even take $5 off. I asked all of the questions that I asked before and I asked if that was a new corporate policy, he said yes, I then asked where the policy was so I could see it and he said he didn't know, I asked when that took effect and he said he wasn't sure - he was truly a wealth of knowledge. I purchased the movie anyways only because I had two small children that were so excited to get it home and watch it. At this point I have already been in the store for over 20 minutes - to buy 1 movie. I was then directed to customer pick-up to get the movie where the same young man had to come and get the movie out of a locked room, I totally understand the need for that but he asked for my receipt and then proceeded to spend 15 minutes looking for the wrong thing, he came back out and said they were out of stock. After a few deep breaths I asked how they were out of stock of something that was pre-ordered, he then offered to give me a refund. I took another deep breath and again asked how could you possibly be out of a movie that was released today and that there could not have been that big of a rush on Tinkerbell at 11am. He then realized he had been looking for the wrong thing and went back in to get it.
By the time I had returned to my vehicle I had spent nearly 40 minutes in your store - 2 of those minutes were spent standing in line to buy the movie and the rest of the time was spent dealing with people who had no idea what they were doing. I am afraid this will be the end of my relationship with Toys R Us, maybe it is just this one single store that is just run so poorly but 1 store has ruined it for the company as a whole for me. Again I am urging you to get some consistency in your stores, it was such a fiasco and all over a coupon that Toys R Us WILL BE REIMBURSED FOR. Your employees have very little knowledge of current promotions and no knowledge whatsoever of coupons, which is riduculous for a major retailer to have employees who are uneducated about coupons! The cashier this morning - while I was waiting- said that the "$5 policy" came into effect after a few people came in with a "Free X-Box coupon" and it was actually honored. Had the employees been educated, they would have clearly been able to see that it was fraudulant. I was very excited about this deal and shared it with several people via my blog, had I known of your new "$5 policy" I would not have done so and I will promise you that this will not be the only unhappy customer concerning this particular deal. I will be posting this letter publicly on my blog where a few thousand people will have a chance to read it, you can see that HERE.
Thank you for your time, I look forward to your response.