Saturday, December 10, 2011
Toys R Us Crayola Update
Under normal circumstances Toys R Us will just credit you back for the unavailable item. In this case, the item I didn't get was free (the Dry Erase Markers) so there was no payment to credit back. You may be thinking since I didn't pay for it, I shouldn't be upset. Well, this is more of a matter of principle for me.
Toys R Us told me my product was available and completed the transaction. They NEVER allow for substitutions on online orders. I asked if there were any coupons or other offers available for the inconvenience...nothing. I was told five times the order was cancelled, and that was that. I even mentioned the possibility of going public with this experience, and nothing changed.
Again, I'm technically not out anything financially, but this is the opposite of customer service. Had I known before finalizing the order that the item was not available, I would have made a different selection. To me, offering a substitution is not a crazy request since that is basically what I would have done if their website could keep up with their inventory.
It is now clear to me why I only shop there when there are deals like this, and now, not even then. My local store is dirty, cluttered and rundown. I don't think they've given the place a spruce since I shopped there as a child. I do have a hard time turning down good deals, but it would have to be beyond amazing to get me back in there.
Posted by Michelle at 8:08 PM