Toys"R"Us in Savannah, GA Closed now

Reviews about Toys"R"Us

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  April 17, 2020, by Sasha Grzegorzewski
  I’m writing about a recent experience I had with Toys R Us. This experience began online, continued through a store visit, and on to the customer service phone line. At the time of this email, my issue has yet to be resolved. I recently placed an online order that was promised to be available for in store pick up the following day. Before I was even able to place this order I had to resubmit my order several times due to a glitch in the online ordering process. I had to re-enter shipping and credit card information repeatedly, before the order finally went through. Entering that amount of information again and again is an incredibly frustrating and stressful experience in itself. However, I finally manage to place my order, and was happy to have a bike on its way for my daughter. Four days later, I still have no information on my order, so I called the store. I was hung up on twice and had to go through the automated system a few times before an actual person answered the phone. I was informed that my order is in fact in store (this is now Christmas Eve). So I head on over (Savannah GA 31419, Store#8754). As I entered the store, I approached a man who had a Toys R Us name badge (though I failed to catch the name) and appeared to be the manager as he had a on a nice button up shirt (as opposed the shirts the rest of the staff was wearing). As he passed by me I asked if he could point me in the direction of the counter where I could pick up my online order. He never looked at me and simply muttered “I’m busy.” And kept walking. Now I’m a very patient person, but I have now been completely blown off by the staff in this store over the phone and in person, all in the same day. I finally figured out where to pick up my order and wait. I was asked by 3 different people to repeat my order number and what the actual item was (a 14” Dory bike) while they look at me like I’m intruding on their time. After all that, I finally get my order and head home. It only got worse from there. My husband began to assemble the bike and quickly realized the product was defective. Due to faulty manufacturing, the pedals could not be attached to the bike. We tried several different avenues, but it was impossible. We are now so discouraged and frustrated that we can’t give this gift to our child Christmas morning. On December 26th we head back to the store to return the defective bike. We were given a refund in the form of a gift card and told to reorder the item online. I begrudgingly oblige. But I soon hit yet another a brick wall. The same issue I had with the original order is happening again. I have to repeatedly enter my information only to be looped through again and still unable to place my order. So, reaching the limit of my patience at this point, I give up and call customer service. The first time around my phone number was put on a call back list. The second attempt connected me with a man who insisted that I should just be able to place the order on my own, and if not, that he couldn’t be of any help to me. He placed me on hold and I was then hung up on. So I called a third time. This call led me to someone who said he could connect me with the person I had just been speaking to. So I was transferred, but not to the same person. So I explained my situation for what felt like the millionth time, and placed on and off hold while the new person tried to help. Finally, she says she can just place the order for me. At this point I’m very confused as to why the first gentleman couldn’t have just done that and saved everyone some time and frustration instead of telling me that there was no way for him to help me. I repeat my shipping information and gift card number and am placed back on hold. She then hung up on me. At that point I’m so frustrated I don’t even want to make another attempt at a phone call and am completely fed up with this whole ordeal. I can’t even just get my money back because my refund was issued in the form of a gift card.