toy r us
Failure to Delive

On December 4, 2012 we ordered some toys for Christmas from Toys R Us' website. Two of the items advertised free accessories if a purchase was made, which induced us to make the purchase. When we received the box, everything but the free items were delivered. We sent Toys R Us an e-mail through their website noting the problem but received nothing but the automatically generated confirmation e-mail. To address this problem, I called the Toys R Us customer service number on Dec. 17. I waited 45 minutes to speak to someone. When I explained my problem, a sympathetic gentleman explained that they must have run out of the free items and therefore we should not expect to get anything (not even a late delivery or rain check). I asked to speak to a supervisor and was then tranferred. After waiting for an additinional 15 minutes, a voice said that no representatives were available and disconnected me.

By comparison, we ordered six items from Amazon around the same time. One item was missing when the box arrived. My "live chat" with lasted about 5 minutes and concluded with Amazaon shipping the missing item overnight to me at no cost.

As far as I am concerned, Toys R Us perpetrated fraud with its free online offers.

Offender: toy r us
Country: USA   State: All USA

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