Toys r us / terrible service and inconvenience
I placed an on-line order on 7/9/06 for a baby shower gift which I would need to receive by 7/21/06. The web site stated that the gift would be shipped within 2 – 3 days and with regular ground service would take 7 days for shipping.
Not having received my order by 7/18/06, I sent and email inquiry and called customer service. The customer service representative indicated that the gift had not yet been shipped. I expressed concern, as I needed the gift by 7/21/06. I provided the same information in my email inquiry. The customer service representative said she would send a notice to have the gift shipped “overnight” and that this shipping would be of no cost to me. She said she would send email verification to me.
When I did not receive the gift the next day, did not received that promised email verification, and still had not gotten an email response to my email inquiry, I called again. The customer service representative said that she could not access my account and that I should call back another time.
The next day, today, 7/20/06, one day away from the baby shower, I called once again. The customer service representative told me that the package still had not shipped and assured me that it would be shipped out ground service in the next few days. I explained my situation and what I had been told. She told me that I would have not been told that it would be “overnighted”, as they do not do that.
At this point, I asked for a supervisor. The supervisor, Ryan, said that the gift had not yet been shipped, but that it was a high priority and would ship in the next few days. I told him that would do me no good, as I needed it the next day and expressed my extreme dissatisfaction with Babies R Us. After 9 days when the package was stated to ship in 2 to 3 days and had not yet left the warehouse, no one had the courtesy to send me an email or to even respond to my email inquiry. I am also dissatisfied that I was given misleading information. Had I been given accurate information, I would have had time to purchase a gift for the baby shower which is tomorrow.
Additionally, when I told Ryan to cancel my order, he said there was no guarantee that he would be able to do that and if I receive it, I would only need to take it to the post office and attach the label for free return shipping.
This is absolutely terrible service. I ordered an item 2 evenings ago from Dicks Sporting Goods, ground service, and it arrived on my porch today.
After all this, upon writing this letter, I just received email notification that this gift has been shipped. I have never been more disgusted with a merchant.
If I receive this gift, after I have requested cancellation of my order, I am going to dispute the charges on my credit card and someone from Babies R Us can come to my home when it is convenient for me, and pick up the gift.
I am appalled at the terrible service and inconvenience this has caused me.
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