An Open Letter to Toys 'R' Us
December 29, 2008
Toys"R"Us, Inc. Headquarters
One Geoffrey Way
Wayne, New Jersey 07470-2030
Re: Customer Service
To Whom It May Concern:
I have been a customer at your ________ St, _____, __ location for the past nine years. I can tell you, from a preliminary perusal of my credit card transactions, I have spent at least $571.00 in your toy store in the last twelve months.
I am writing about your “new” return policy. I have rarely had a problem returning items for exchange at your store in the past. I have occasionally found your customer service to be mediocre, but the convenient location and large selection warranted putting up with your unhappy employees.
I am afraid that is no longer the case.
Yesterday, I took my son to the store to exchange a duplicate gift he received for Christmas from his five-year-old cousin. (He received a copy of the Nintendo DS Game “Right Brain Left Brain, which he already has.) The package was un-opened, it was still sealed in plastic wrap and it had a Toys 'R' Us sticker on the front.
We were not allowed to exchange the item because we did not have a receipt, despite the fact that the store manager acknowledged that the game was a Toys ‘R’ Us product and she acknowledged that it was unopened.
The manager looked at me as if I had grown a third head when I asked to exchange the item. She also behaved as though she thought I was not very bright, as she kept repeating that this was “store policy”. She also stated that this has been your corporate policy for “years”. This is simply NOT TRUE as I returned a 'Moon Sand' set to your store without a receipt in November 2007.
She also insisted that Toys R Us “provides a gift receipt for every product and if the gift giver doesn’t include that with the gift that is between you and gift giver.”
This is also either an outright lie or a serious stretching of the truth. I know this because on December 18, 2008, I purchased three (3) items in your store, and I requested “gift receipts”. (I had to REQUEST them.) The cashier printed out a SINGLE gift receipt (not three separate ones) and when I asked for three separate ones, the cashier acted as though I was requesting a kidney from her first born child. As such, I left the store with a single gift receipt. I can only assume that almost all of your other customers did as well, which makes it RATHER DIFFICULT, if not COMPLETELY IMPOSSIBLE to attach a gift receipt to every Christmas gift.
The gift receipt also says, “THIS RECEIPT WILL EXPEDITE ANY EXCHANGE OR RETURN OF MERCHANDISE.” It does NOT say that no exchanges will be allowed without it.
Because of my own direct experience with your gift receipt policy, I am not at all surprised that the gift giver was not able to attach a gift receipt to my son’s game.
Please note that I was not asking for a refund – I was asking to exchange the game for another game at the same price. The game was un-opened and clearly from your store. Your refusal to allow this even exchange at Christmas time, with so many gifts being given from your store, is unreasonable and impossible to explain to a little boy.
I ask that you rectify this situation by allowing my son to return the game. Otherwise, I will have to take my toy buying dollars to Target and Kohl’s, where I have never been made to feel like a criminal or a stupid person for simply trying to exchange a duplicate Christmas gift.
I would also like you to know that you made a little boy cry yesterday, which I’m sure is hardly the goal of your company.
Very truly yours,
I suppose it's totally possible that I am over-reacting and that writing this (which I did mail to Toys R Us) on my lunch hour was a waste of my time. What makes me most angry was the store's insistance that they provide a gift receipt with "every item". Because they DON'T. And I don't like being made to feel stupid or as if I am trying to pull something over on the store. I just wanted them to do what was FAIR, and they refused.