An Open Letter to the CEO of Toys ‘R Us Canada

Dear Sir,

Thank you for the phone call I received from your Head Office in Mississauga regarding my recent poor customer service experience at one of your Toys’R Us stores. It was very kind of your representative to lay out the following policies for me. Since some of my readers may not be aware of these policies that Toys’R Us has in place I thought I’d help you by spreading the word.

1. Toys’R Us has a 45 day return policy. This is clearly stated on their receipts. The item must be in the same condition as when it was purchased. The gentleman on the phone was kind enough to explain to me that because I had opened the box, the Diaper Genie was no longer considered to be in the same condition as when I bought it. I explained that I had just returned an item that had some stitching coming out of it that I had already opened and had no issues. I was told that was different because the item was defective. I explained that the Diaper Genie was also defective. The gentleman on the other end of the line explained that was not the same thing.
2. The gentleman from Toys’R Us Canada Head Office asked if I was taken care of. I explained that Playtex (who had no part in this customer service issue) had indeed given me vouchers for part of the purchase, and that after Playtex had done this, then the district manager in Kitchener was willing to give me a gift card for the balance. Playtex really stepped up to the plate and filled in the gap where I would have expected Toys’R Us to take responsibility for their own actions.
3. I was also informed of Toys’R Us Canada’s policy to not accept returns of items that may have come in contact with bodily fluids. I told him that I fully and completely agree with this policy. I just didn’t know about it as I was not told about it when I bought the item (as the manager in Guelph admitted I should have been). The head office representative stated to me that Toys’R Us Canada’s policy is NOT to tell the customer about this policy UNLESS THEY SPECIFICALLY ASK ABOUT IT. I explained that I would never have thought to ask about this as it was my first baby, and my first Diaper Genie purchase.

I think you may want to do some taking stock of your customer service experience to make sure everyone is on the same page, and to make your policies clearly available to your customers so we can make informed decisions about where to spend our money.

If you should wish to contact me, I can be reached at: info {at} PardonMyPoppet {dot} com.

Warmest regards,

{j}

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