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Toys R Us Complaint - Toys-R-Us Horrible Service and Return Policy - Polaroid 7in Tablets
Toys R Us Complaint

Toys R Us Complaint


Toys-R-Us Horrible Service and Return Policy - Polaroid 7in Tablets

To Whom It May Concern:

Here%u2019s my story: My daughters received Polaroid 7in Dual Core Tablets for Christmas from an out of town aunt. They received the tablets 3 weeks ago (1/17/2015). They were originally purchased at store 8823 in Spartanburg SC on 12/13/14. The problem is they already have tablets. We went to return them with the receipt and Warranty Plan Saturday 1/24/2015 to store 9273 in Pontiac MI. The manager there said that he could not return them because they were beyond the 15 day period following Christmas. He told us to call the Toy-R-Us Protection Plan number and they would help. I just did that on 2/4/2015 and spoke with Pedro (Emp# 2684). He said that he could not help us.
So I immediately got on the Toys-R-Us website and did a chat with Will W. He said to call the %u201CGuest Services team a call at 1-800-TOYRUS (1-800-869-7787). They%u2019ll be happy to do whatever they can for you today!%u201D I did that and started speaking to Luis (Emp# 857516). He tried to get me to call the BPS number (1-866-212-1975). I told him that I tried that route and it got me nowhere. Luis then said that he would start a ticket (Ref# 150204-003816) and that someone would get back to within 3-5 business days. He also stated that I should go on www.repairnow.com/toysrus and open a ticket. That website does not exist. I tried it while I was on the phone with Luis, and it did not work. He tried it and it did not work. Luis told me to wait and try later. It still doesn%u2019t work - probably because it no longer exists.
We just want to return these unopened items for a refund or store credit. I%u2019ve got all of the receipts and BPS paperwork. Why is this such a major undertaking?
Here are the specifics:
Items: Polaroid 7in Dual Core Tab (x2) 680079773502
Purchasing Store: 8823 %u2013 Spartanburg, SC.
Register: 32
Cashier: 1903407
Transaction: 0714:1
Date: 12/13/14
Amount: $49.99 each (2 tablets)
BPP: $18.99 each (2 tablets)
Receipt amount: $146.24
Received as a gift on 1/17/2015
Attempted to return store 9273 %u2013 Pontiac, MI on 1/24/2015
Called BPS: Spoke with Pedro (2684) on 2/4/2015
Chatted with Will W on 2/4/2015 on Toy-R-Us website
Called 1-800-ToysRUs and spoke with Luis (857516) on 2/4/2015
Luis gives me ticket 150204-003816
I left my number with Luis. Nobody ever called me.

I sent the above information to Customer Service on 2/10/2015. I received a reply from Vanessa (#0895) stating
%u201CWe are sorry to hear that you could not return your tablet. We will look into this matter for you.
Please note that you have until 15 days to return an electronic item to your local store for a refund or replacement. Unfortunately, your tablet is out of our return policy and the warranty can only refund or replace the tablet if it is damage or defective. In order to get more information about our return policy, please check on the link below:%u201D
To which I asked if they were denying my return. She replied that I would need to contact POLAROID for the return!

Why would I contact Polaroid? The tablets are not defective! They are duplicates and still in the sealed boxes! I have all of the receipts and Buyer Protection Plan paperwork from Toys-R-Us. And yet they are trying to shuffle me off to the manufacturer. I explained that my contract is with Toys-R-Us, not Polaroid.
All I wanted was to get in-store credit so my kids could get toys that they could use and play with.
We will NEVER again shop at Toys-R-Us or any of their associated stores!

Eric Prins

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rickprins says: (4 years ago)
CharlieDave. I have worked in retail ever since high school - I am 50 now. I fully understand how returns work and the conditions (including dates) that govern them. Yet I have never worked for a retailer, nor experienced one, that is more concerned with "letter of the law" than with customer service and retention. I also (before you go and flame me) know that we were technically out of the terms of the agreement. Given all of the paperwork we had, and our willingness to follow the proper channels, we were clearly not trying to take advantage of the retailer - which is why those terms exist in the first place. We were put in this situation not by our choice. We were hoping the retailer would understand and extend us a customer courtesy in order to keep our business. We weren't looking for cash - store credit is what most retailers would offer. This keeps the customer and their money in their store. This is not unreasonable. This is a practice many retailers use.

In this day and age, brick and mortar stores are losing business to online retailers. The one tool that brick and mortar can use to their advantage is customer service - face-to-face customer service.

Toy-R-Us chose not to. And I choose to take my business elsewhere.

If you came into the store I work at with a return that was out of the return date range, but you had the receipt and the items were in sealed, unopened packaging, we would happily give you store credit to keep your business.


CharlieDave says: (4 years ago)
In Purchasing Item In Any Store (Name it,) They have Policies, Terms And Conditions That EVERY Customer Should Know. WHY? Because That Is A RESPONSIBILITY ,.<
1. FYI: Was the Gift Giver Aware that you are returning the item for a CREDIT? If Yes, Then You don't have the Guts to Complain about it since POLICY is POLICY.
If No, What would you feel if you bought something for someone and after giving it, They just throw away?? make sense?
2. Business is Business still right? So, since You are Beyond The Policy, The Store Cannot Do anything about,
:What is the Essence of the Word POLICY/TERMS and CONDITIONS if We are not Going to Follow It?



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