Complaint Rating:

I am EXTREMELY frustrated! I went to the Toys R Us website to buy a few gifts. My first negative EVERYTHING I went to buy was "temporarily unavailable" I literally spent 45 minutes trying to find something for 3 kids! I should not have to search and search for 45 minutes to simply find a few items. I wasn't even looking for "hot" items, just run of the mill stuff. My original intent was to find MANY items for each child, but I could NOT even find one for each child. I called your customer service rep and explained my problem, and told her that I was VERY frustrated. For my inconvenience I was able to get free shipping, but I was not ready to place my order yet, so she said to call back and give her name "Ashley R. in Wisconsin" and that she had spoke to her supervisor and all would be OK. So I went out to dinner with my family, came back and called..when I went to place my order, the guy was like Hmmm>I am going to have to ask my supervisor about this. Comes back and says there is more to it to get free shipping then giving me a reps name & location. That they were unprofessional in doing so. He said he would have to run it by a supervisor again, put me on hold, came back and asked for my name & if I ever ordered from TRU before, put me on hold again, came back and said he wasn't able to get a supervisor yet did I want to hold, I said yes, I want to get this rectified. He said I would put a request in to research this issue, and that someone would get back to me with in 48-72 hours. I was like WHAT? This defeats my purpose her...to SIMPLY find gifts for 3 children. I said well I've waited this long, I'll wait my turn to talk to a supervisor. He checked back with me 2 more times and asked if I still wanted to hold..at this point he said well, I don't even think a supervisor is here, and that he was really sorry. I have a timer on my phone and at this point I had been on the phone & on hold for 58 minutes and 57 seconds. How is that for ridiculous! Here I am a customer with 3 kids who spends TONS of money each year on my children and other friends & family explaining that all I wanted to do was to buy a few gifts online to make it easier on me as my youngest is a newborn, and at one of the largest toys stores online store I cannot even achieve that. I have been shopping online for years, as well as at a few of your competitors, and have NEVER had this many problems! I would seriously share my story with friends after what I have been through here, and I hope that you can they it right.