Bad service from toys r us agent and their courier service

Delivery failed and customer service representative was so damn rude. My order was supposed to be delivered yesterday and they said my phone was on voicemail. I tried contacting them immediately to give them alternative contact details but no response. This morning I tried tracking the order it said it was out for delivery and I was told by the courier they will deliver it to definitely and I stayed at the office until late and asked my colleague to collect it for me or the security guards. I was told their delivery time is up until 17:00 or 18:00 now it 18:33 no one has called and it still says order out for delivery. You can’t track the order and know exactly when and how it will be delivered and I got a rude response from your WhatsApp support number I am so disgusted! I need that order it’s for my colleagues baby shower and it’s putting a strain on me that I can’t even work. The baby shower is tomorrow if y’all can’t deliver please cancel the order!

Your response Thank you for taking my call. Unfortunately, the call was disconnected while we were speaking.

As discussed, deliveries can take place up until 17:00. At the time your order was placed, there was no request advising that you would only be available at the delivery address until 16:00.

You confirmed that you are currently at the office, but that there is someone available at the delivery address who can accept the parcel on your behalf. We did not advise you to remain at the address awaiting the delivery. When the driver contacts you, you are welcome to ask that the order be handed over to the person available to receive it on your behalf.

For future orders, please note that there is a Special Delivery Notes field during checkout where you can include any important delivery instructions, such as specific availability times. Unfortunately, no such request was included with this order.

As outlined in our Terms and Conditions, delivery takes 2–5 working days. Today is only the third working day since your order was placed, which means your order remains within the expected delivery timeframe and is therefore not outside of our service level agreement (SLA).

This chat will be closed, have a great day. From the courier side Hi there. My name is Lebogang, and I will be handling your request. Please hold on while i look into this for you. The company name has been updated and delivery will be done accordingly.