I'm not sure exactly where to post this, but I think the community should be aware of Toys R US's poor treatment of customers specifically regarding their promotional gift cards. If you are interested in my personal experience read on...
I will start with the letter one of their customer service representatives urged me to write, promising "Just trust me, if you write they will handle this." It describes my EXACT experience.
""
Dear Toys’R’US
In May of 2010 I purchased Red Dead Redemption from Oklahoma City store 7804. I received a gift card with purchase for the sum of $25 with an expiration date of 1-31-11. In mid-September (unsure of exact date, though it will be in your records) I purchased 2 copies of Halo Reach and used my gift card on the purchase. With the purchase came a $50 gift card (25 for each copy) which the teller placed back on the ORIGINAL card. I protested, pointing to the front of the card with the 1/31/11 expiration date. She assured me that the system kept track of updates to cards and that my time would be increased reflecting the recent purchase. She pointed to a 4 digit code she wrote on the back “4569”.... A copy of the card is included (I wrote over the digits as they had faded since originally written).
In the middle of February I decided to inquire about my card to which I promptly found that the card expired on, of course, 1-31-11, meaning that promotional gift cards purchased 4 months apart have identical expiration dates… This would have been fine if I wasn’t purposely led to believe otherwise. It should also be noted that the teller of my first purchase actually told me that I had a full year from the date of purchase to use my card which was also untrue.
This is the 2nd time I have been escalated. The first time I was assured that while they could not fix this problem, the next level would. That, of course, was not the case. I have once again been assured that this next level will have my problem fixed. At this point I am horribly disappointed with Toys R Us’s customer service, promotions, and stores.
""
After wasting hours of my time and receiving SEVERAL promises all I got was a gold medal trolling attempt from a rep who forced me to describe the situation for approximately the 8th time. This occurred after I RETURNED a call from them. I had not contacted them in a FULL MONTH, and they basically called just to ruin my day.
There are great companies selling video games at this point... Namely Amazon... I see no reason to do business with a company that treats their customers so poorly
Jaws8u
I will start with the letter one of their customer service representatives urged me to write, promising "Just trust me, if you write they will handle this." It describes my EXACT experience.
""
Dear Toys’R’US
In May of 2010 I purchased Red Dead Redemption from Oklahoma City store 7804. I received a gift card with purchase for the sum of $25 with an expiration date of 1-31-11. In mid-September (unsure of exact date, though it will be in your records) I purchased 2 copies of Halo Reach and used my gift card on the purchase. With the purchase came a $50 gift card (25 for each copy) which the teller placed back on the ORIGINAL card. I protested, pointing to the front of the card with the 1/31/11 expiration date. She assured me that the system kept track of updates to cards and that my time would be increased reflecting the recent purchase. She pointed to a 4 digit code she wrote on the back “4569”.... A copy of the card is included (I wrote over the digits as they had faded since originally written).
In the middle of February I decided to inquire about my card to which I promptly found that the card expired on, of course, 1-31-11, meaning that promotional gift cards purchased 4 months apart have identical expiration dates… This would have been fine if I wasn’t purposely led to believe otherwise. It should also be noted that the teller of my first purchase actually told me that I had a full year from the date of purchase to use my card which was also untrue.
This is the 2nd time I have been escalated. The first time I was assured that while they could not fix this problem, the next level would. That, of course, was not the case. I have once again been assured that this next level will have my problem fixed. At this point I am horribly disappointed with Toys R Us’s customer service, promotions, and stores.
""
After wasting hours of my time and receiving SEVERAL promises all I got was a gold medal trolling attempt from a rep who forced me to describe the situation for approximately the 8th time. This occurred after I RETURNED a call from them. I had not contacted them in a FULL MONTH, and they basically called just to ruin my day.
There are great companies selling video games at this point... Namely Amazon... I see no reason to do business with a company that treats their customers so poorly
Jaws8u
Toys 'R Us!
