30-Nov-2007
ToysRus.co.uk: BAD experience - read the epic and YOU decide whether YOU order!!
Where do I begin!! Please read for an example of absolutely appalling customer service. It is an epic story, but I encourage you to read on and decide whether you would trust ToysRus.co.uk.
My last blog entry hinted at some problems, but we were sure that we would resolve our problems very easily in-store and I made relatively light of them. How WRONG could we be!!
Because I thought that we would quickly sort out or problems in-store, I made little of it in my last blog entry talking to safety issues. Unfortunately ADRIAN, the manager at Nene Valley ToysRus store chose to make things extremely difficult and completely ignored published ToysRus policy for returns; he was patronising, rude, arrogant and ultimately a FOOL!! (and that is extremely polite to him in the circumstances).
It is my daughter's birthday tomorrow 1st December and she has her heart set on a "bike with gears".
We shopped around and saw a delightful "Sparkler 20" bike in-store in Glasgow when we were on a brief break and Lindsey loved that bike.
As a result, we ordered the bike from ToysRus.co.uk website on Wed 21 November and paid for special delivery on Friday 23rd November, paying £6.95 for the privilege. We were advised that delivery could be all the way up to 9pm, which was not a problem as it would give us a clear weekend to unpack and build.
YOU GUESSED IT..... no delivery!! We then checked their website and it still showed that despatch was outstanding.
We phoned the day after the delivery failed to show up (Sat 24 November) and after around 20 mins wait (it is never less than that!!), ToysRus customer service were very apologetic blaming their courier (DHL) for failing to deliver and agreed to refund the delivery charge. We pointed out that the house would be unoccupied on Monday 28 November were they to turn up and asked that delivery should be scheduled for Wed 28 November. ToysRus agreed to arrange this
We should have expected it, but later on Sat 24th November we received a despatch notice from ToysRus pointing out that a different courier company was going to deliver the bike on (erm?) yesterday 23rd November.....Clearly the first indication that ToysRus had actually lied to us about the delivery!! They kindly provided a tracking link via the different Courier (NightFreight), but unfortunately NightFreight only permits certain IP addresses (ToysRus only?) to access the tracking information and I did not have that permission.
By good fortune, I aborted a 4 hour round-trip journey to work on Monday 26th when the roads were blocked because of an earlier accident, because ToysRus completely ignored our new delivery instructions and delivered the bike on Monday instead of Wednesday.
I thought that this was good fortune until evening when I brought the parcel into the house to build the bike.
When my wife and I set about constructing the bike we were absolutely appalled.... the underside of the frame had paint scraped off and the brakes were in shocking condition (see here for full details of the horror story). I then realised that same range of bikes is available through CostCo, Argos, JJB Sports and Woolworths. Unfortunately, when you check the manufacturers website (http://www.chitecheurope.com/), you will find nothing but a shell site containing next to no content.....not even a "contact us". That is not the mark of a quality vendor.
Because ToysRus had messed us up, we ordered a new bike from a local bike store (CycleLife - Wellingborough store). I cannot praise them highly enough. I ordered a branded bike - Raleigh Krush around 11am yesterday by phone and they agreed on an honour basis to build a bike and have it ready by 4pm.
Contrast that with our experience of returning the defective bike to the nearest ToysRus store at Nene Valley Northampton...........?!!????????? What a nightmare!!!!!!!
ADRIAN, take a bow for being the most obnoxious, arrogant, condescending son of a b*****!!
ToysRus website explains that you can take goods back to your local store, accepting that you might not always get a delivery note. Obviously no-one ever told ADRIAN, because he did everything possible to deny my return......
I am very much out of pocket and disillusioned through your screw-ups:
I will be honest.... If I could have found the email address for the CEO of ToysRus.co.uk, I think he would have had a big email rocket...unfortunately, he appears to be in Internet hiding. I have two kids aged 6 & 7 years old, so there is potentially several thousands of pounds of spend on toys available between now and when they grow out of that, but right now ToysRus will see none of that spend......and I would hope that many of you now will now think twice and withhold your spend from them.
Consumer power is king and I implore you to sit on your throne and not get off. I am disgusted with ToysRus. Maybe it is a rogue manage in-store that has completely disillusioned me, but I can't stand being lied to by the corporate division either.
It would be superb to get a response from ToysRus (the order # was O1364296). I would welcome feedback on anyone else's experience of ToysRus, especially if any ToysRus management are watching and would like to explain policy.
My last blog entry hinted at some problems, but we were sure that we would resolve our problems very easily in-store and I made relatively light of them. How WRONG could we be!!
Because I thought that we would quickly sort out or problems in-store, I made little of it in my last blog entry talking to safety issues. Unfortunately ADRIAN, the manager at Nene Valley ToysRus store chose to make things extremely difficult and completely ignored published ToysRus policy for returns; he was patronising, rude, arrogant and ultimately a FOOL!! (and that is extremely polite to him in the circumstances).
It is my daughter's birthday tomorrow 1st December and she has her heart set on a "bike with gears".
We shopped around and saw a delightful "Sparkler 20" bike in-store in Glasgow when we were on a brief break and Lindsey loved that bike.
As a result, we ordered the bike from ToysRus.co.uk website on Wed 21 November and paid for special delivery on Friday 23rd November, paying £6.95 for the privilege. We were advised that delivery could be all the way up to 9pm, which was not a problem as it would give us a clear weekend to unpack and build.
YOU GUESSED IT..... no delivery!! We then checked their website and it still showed that despatch was outstanding.
We phoned the day after the delivery failed to show up (Sat 24 November) and after around 20 mins wait (it is never less than that!!), ToysRus customer service were very apologetic blaming their courier (DHL) for failing to deliver and agreed to refund the delivery charge. We pointed out that the house would be unoccupied on Monday 28 November were they to turn up and asked that delivery should be scheduled for Wed 28 November. ToysRus agreed to arrange this
We should have expected it, but later on Sat 24th November we received a despatch notice from ToysRus pointing out that a different courier company was going to deliver the bike on (erm?) yesterday 23rd November.....Clearly the first indication that ToysRus had actually lied to us about the delivery!! They kindly provided a tracking link via the different Courier (NightFreight), but unfortunately NightFreight only permits certain IP addresses (ToysRus only?) to access the tracking information and I did not have that permission.
By good fortune, I aborted a 4 hour round-trip journey to work on Monday 26th when the roads were blocked because of an earlier accident, because ToysRus completely ignored our new delivery instructions and delivered the bike on Monday instead of Wednesday.
I thought that this was good fortune until evening when I brought the parcel into the house to build the bike.
When my wife and I set about constructing the bike we were absolutely appalled.... the underside of the frame had paint scraped off and the brakes were in shocking condition (see here for full details of the horror story). I then realised that same range of bikes is available through CostCo, Argos, JJB Sports and Woolworths. Unfortunately, when you check the manufacturers website (http://www.chitecheurope.com/), you will find nothing but a shell site containing next to no content.....not even a "contact us". That is not the mark of a quality vendor.
Because ToysRus had messed us up, we ordered a new bike from a local bike store (CycleLife - Wellingborough store). I cannot praise them highly enough. I ordered a branded bike - Raleigh Krush around 11am yesterday by phone and they agreed on an honour basis to build a bike and have it ready by 4pm.
Contrast that with our experience of returning the defective bike to the nearest ToysRus store at Nene Valley Northampton...........?!!????????? What a nightmare!!!!!!!
ADRIAN, take a bow for being the most obnoxious, arrogant, condescending son of a b*****!!
ToysRus website explains that you can take goods back to your local store, accepting that you might not always get a delivery note. Obviously no-one ever told ADRIAN, because he did everything possible to deny my return......
- We are a different company from ToysRus.co.uk.....LIAR!!
- You can't being ToysRus goods back to a store for a refund....LIAR!!
- You must have got get a delivery note.... Patronising, and not our fault if ToysRus don't issue it!!
- You need a delivery note to get a refund here.....not consistent with ToysRus website policy which at least recognises that delivery notes are not always sent out.
I am very much out of pocket and disillusioned through your screw-ups:
- A Friday taken on annual leave for nothing
- ToysRus telling lies about DHL delivery problems when DHL didn't even have the consignment
- Selling potentially dangerous goods with dangerously frayed brake cables
- Selling goods from a supplier who doesn't care about their website presence
- because of time constraints, spending £35 extra on a branded bike
- spending around £9.00 on fuel returning the defective goods to store
- Having managers (ADRIAN) keeping us hanging around for an houe, obviously didn't care about customer service OR Toysus own advertised returns policy
The one thing that I will give ADRIAN credit for is to have a go at getting through to ToysRus website customer service. I now know that he gave up after 15 minutes hanging on the line, but it was incredibly rude of him to ignore my wife during that time, not having explained what he was trying to do for her. Even his own staff were embarrassed and approached her SEVERAL times to make sure that she was being attended to.
The end of my story was that I ultimately got my refund with the patronising comment from ADRIAN that he would give me it "on this occasion" as a concession and that "in future" I should go through ToysRus.co.uk. To her credit, my wife pointed out that ToysRus would be lucky to see any "next time" ad that our purchases were likely to go elsewhere as a result of his treatment.
ADRIAN obviously did not care one iota that we had tried to give ToysRus my business and that it was THEIR fault that we were dissatisfied and only wanted a refund..... he was perfectly happy to keep us jumping through hoops to get that refund; I am not sure that we would have had we not been resolute in standing at the customer service desk.
I am passionate about getting customer service. This was not anything to be proud of at all.I will be honest.... If I could have found the email address for the CEO of ToysRus.co.uk, I think he would have had a big email rocket...unfortunately, he appears to be in Internet hiding. I have two kids aged 6 & 7 years old, so there is potentially several thousands of pounds of spend on toys available between now and when they grow out of that, but right now ToysRus will see none of that spend......and I would hope that many of you now will now think twice and withhold your spend from them.
Consumer power is king and I implore you to sit on your throne and not get off. I am disgusted with ToysRus. Maybe it is a rogue manage in-store that has completely disillusioned me, but I can't stand being lied to by the corporate division either.
It would be superb to get a response from ToysRus (the order # was O1364296). I would welcome feedback on anyone else's experience of ToysRus, especially if any ToysRus management are watching and would like to explain policy.
Labels: Adrian, customer service, Nene Valley, Northampton, ToysRus
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