Disappointed

Good day,

I am so disappointed in the service I have received from Toys R Us. I will never purchase from there again and will most definitely be sharing my experience wherever I can.

I placed an order on black Friday. Expected delivery was supposed to be today.

Since the order was placed, I was never able to track the order with Dawn Wing. All I have been told from Dawn Wing's side is that my order number does not exist on their side.

From the Toys R Us side, the order is still reflecting in my cart as if I did not pay for it yet. Yet I have an order number. So I could never track anything online with Toys R Us either.

I have been communicating with a customer service officer. I have all the back and forth emails where she confirms more than once that everything is fine with the order (even though I am seeing what I see on my profile). I had also received the same confirmation telephonically.

Yesterday I make contact again and I am told by her that the order was missing items and therefore a "special delivery" will be made today (I assume to Dawn Wing). So how can I be told that everything is in order (more than once) when in fact there were items missing. I am then told that my order will now also be able to reflect on Dawn Wing’s side first thing this morning. They still are not able to track this order from their side.

Further, while trying to make contact with Toys R Us yesterday again, an email is received stating “Kindly be advised that the order was complete and shipped out on the 05th December 2019. Do let us know if you have received the order?” So it was shipped on the 5th and yet yesterday it is confirmed that there are items missing etc. Wow!!! And how can I be asked if I have received it if I am asking where my order is?

My husband calls this morning and she advises that she gave me options yesterday that I could either collect the order from a store, dispatch the order or get a refund. If you listen to the calls you will hear that this is not the case. Also, when asked to speak to someone higher, he is told that there is nobody else he can talk to.

And finally, I receive another email in response my to very irate email this morning stating “Kindly be advised Dawn Wing updates are done in 24 hours after parcels have been scanned in they base”. Why did she then tell me that first thing this morning I will be able to track it?

So with all these promises and lies I still await my order to be delivered. It will supposedly come on Tuesday. How can I even be sure that an order will be coming? I have all of the emails and I am sure that you can pull the calls. I would love to mention the person's name that I have dealt with but luckily for her, I will refrain from doing this.

I am disgusted in the service I have received from a store I have spent thousands and thousands of rands on so many different occasions.

If there was an option to rate zero stars it would definitely have been my choice.