Tuesday, September 21, 2010

Dear Toys R Us, Can I get my wasted time back?


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.
Kathryn Gibson

16 comments:

  1. I was SO frustrated yesterday during my trip to pre-order Tinkerbell and attempt to get some Tag Books (they would not let me use the coupons I had for the Tag Books).

    I am NOT looking forward to going in today and trying to pick up my Tinkerbell movie and pre-ordering Beauty and the Beast.

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  2. If I were you, and I am still considering it. Go in and ask if they will honor it, if they say no get a refund on your pre-order deposit and go to Target. The Blu-ray combo pack is just $22.99 so it will only be $12.99 and I would guess that Beauty and the Beast will be the same price. I am sorry I even posted about this, I am soooo mad!

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  3. i've been frustrated with toys r us on more than one occasion and can sympathize with today's happenings. sadly both toys r us stores in town are not the best. i've had the experience of inept workers and lack of stocked items that corresponds with their ads. after this past christmas, i swore to never shop there again.....like kathryn said, there are better deals elsewhere.

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  4. I have a friend that is going with me tonight and if they won't honor it, we are doing just what you said. We will get a refund and go to Target.

    Now I remember why I don't like shopping at Toys R Us lol

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  5. I have been looking around and emailing with some other bloggers outside of Knoxville and they are having no problem using the coupon, hopfully I will hear back from them today, if not I am going to get the District Managers info and email him.

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  6. YUP.. I WAS TOLD THEY NO LONGER ACCEPT INTERNET COUPONS...

    I SAID WOW..SINCE WHEN?

    WELL SOMETIMES WE TAKE THEM SOMETIMES WE DONT!!!!!!!!!!!!

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  7. Oh my! I'm so sorry you had such a bad experience. I'm not a big TRU shoper, and I did think of going there for this deal. I didn't have time this week, and I'm kind of glad that I didn't make it in. I'll stick with Target's sale price this week and the printable coupon.

    It sounds like you handled it well. I probably would have been boiling mad by the time I left. Sounds like you kept your cool pretty well.

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  8. Deep breathing is a wonderful thing. I am hoping that something will come out of it, I know several Knoxville (and way beyond)people have emailed TRU besides me. I will be sticking with Amazon for my toy shopping for Christmas especially now that there is free Amazon Prime, shipping was the only thing that kept me from shopping through them to start with, there prices are always lower and they will even price match if you can show them an ad.

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  9. We went tonight and got a refund for the $10 prepayment for Tinkerbell.

    My friend asked to see a copy of their coupon policy and she showed us where is said they will not accept vendor coupons over $5.

    We told them that Target has the same combo on sale for $21.99 and we would be going there. (Several people must have done that because the New Harvest Target was sold out.

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  10. Very interesting, where was the coupon policy? At 11am today it did not exist. Was it a poster or a piece of paper?

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  11. Babiesrus is my list too. When I signed up for a registry this year, they gave me a giftcard. I was never told that it was about to expire or anything else about it. I came back to shop exactly 14 days later and the cashier told me that it had expired. When I explained that I just received it -- she told me I should call the number on the card as they (babiesrus) could not do anything else. I called TRU's customer service number on the card and after wasting 16 minutes with them, I was told to take it to the SM and that they could fix it. I called Babiesrus and spoke to the SM. The outcome = I wasted too many minutes to keep up with and was left with a giftcard that is no good. I told all my friends to not buy anything for me from BRU.

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  12. Kathryn did you see the flyer for Toysrus sales flyer this week? It has Tinkerbell combo pack for 26.99 and right below it in black the white it states: "final price: $16.99 with $10 online coupon. It has the website listed and everything.

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  13. I did, I am hoping to be able to head over there today or tomorrow. I am soooo irritated with them. One of my other readers got a response from them that said it was not accepted last week because in the fine print it says "not valid with other offers" This is after we were all told they don't accept coupon over $5...and now they do???? I - shockingly - have not received a response to my email - I have sent 2 now. I hate to just give up on a place but it seems like they will just keep us running in circles until we give up. I am just not going to shop there anymore. I don't know if I will even post about them.

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  14. I came across your blog when doing a search today on this topic. I, too, have contacted corporate. Their response back to me - You should be lucky you got it for that price. Included in that email was a link to follow the process of the claim. I pressed the issue some more. They will not respond. When I checked the link today to see where my claim was it had been disabled. This was after I emailed them a copy of my receipt & the receipt of a friend in another state who did the same exact deal. Hers rang up right. I was charged an extra $5. My store manager is no help at all. Every time I speak to him I get a different story. Sometimes multiple stories in 1 one conversation like I am dumb & not catching on. I'll be back next week to talk to him again when I get B&tB. The store isn't close to me otherwise I would have already been back (aside from the 3 other trips I have made on this).

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  15. I am curious how the B&B transaction will go myself, I am sort of stuck buying it there because I have already pre-ordered and I have the Gift Card. I am so shocked at TRU's total lack of response and basic "We don't care" attitude. I am tempted to just re-send my email everyday until I get a response but they will probably just block me. What a bunch of cowards!!! After this B&B purchase I will be done with TRU, I will stick with Amazon, they never let me down!

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  16. I think they did block my email address & I was not offensive or harassing them in any way.

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