1 reviews | Active since Feb 2018
Poor customer service
I bought a pram for R6000 @ toys r us cape gate on Thursday morning the 1st February when i went to go and collect the pram that evening i saw the exact pram for a cheaper price and asked the manager to keep it out for me until Saturday which she then agreed to keep it out until Saturday as they insisted on seeing the debt card that it was purchased from before doing any refund/exchange i clearly explained to her that my boyfriend would only be available to provide his debt card on Saturday however Saturday when we arrived at the store i was advised by the cashier/ sales consultant Vanessa @ toys r us cape gate mall that the manager had told her to sell my pram which bare in mind was already paid for as and i quote "she should of come the friday to collect the pram" out of anger and feeling very disrespected and frustrated at this point i demanded that they refund me my money back for the entire sale of the pram which they couldn't do due to not having enough cash and promised to order me another one on Monday the 5th February upon arriving at the store today i was told that they had no pram for me still exuses were given for their poor service and attitude not to mention behaviour and i am disgusted by them i was disregarded as a customer and this is all after they had received a huge sale of R10000 that Thursday morning when i purchased all my baby things from them according to them their company policy is that the customer is in the wrong not the consumer and i wouldn't recommend anyone buy from Toys R us cape gate mall! they refused to take responsibility for their actions and behaviour and not even a phone call was given before selling my pram instead I was told that i should of collected on Friday pathetic staff and management @ toys r us cape gate!
Good Day,
Thank you so much for reaching out to us.
We humbly do apologize for this experience which you have encountered at the store. Do be advised that we will be escalating your complaint further onto the area manager of that store so that they are able to investigate and address accordingly.
Warm Regards,
The Toys R Us Team
Good Day,
Thank you so much for reaching out to us.
We humbly do apologize for this experience which you have encountered at the store. Do be advised that we will be escalating your complaint further onto the area manager of that store so that they are able to investigate and address accordingly.
Warm Regards,
The Toys R Us Team
Good day,
Thank you for the response ,
Kindly note that upon investigating with the store manager , we have been advised that the stroller purchased on the 1st February 2018 was the JOIE LITE TRAX 3 (***), upon your second visit to the store on Thursday evening you did request to have stroller exchanged for the Joie MUZE LX (*** ) it was brought to your attention by the manager that the card that was used to pay would have needed to be present in order for them to action the refund for the difference as these were two difference strollers at different price points. The manager did bring to your attention on Thursday that the stroller the Joie MUZE LX (*** ) can only be kept for 24hours which was kept for you the entire day of Friday. The stroller was thereafter put back on the floor stock mid-morning of Saturday 03.02.2017 which at this time the stroller had not been the exchanged of the Joie MUZE LX (*** ) had not been paid for but rather the JOIE LITE TRAX 3 (***) on Thursday 01st February 2018.
We understand that this has upset you and we are very sorry for this. we have been informed that the Joie MUZE LX (*** ) was sent to the store on Monday however this was after your visit. We understand that you have collected the stroller later on that Monday.
Please note that further communication was relayed onto store management after your collection from a gentleman whom is believed to have paid for the transaction. Please can you allow for management to call you to discuss this communication respectively?
Warm Regards,
The Toys R Us Team
Good day,
Thank you for the response ,
Kindly note that upon investigating with the store manager , we have been advised that the stroller purchased on the 1st February 2018 was the JOIE LITE TRAX 3 (***), upon your second visit to the store on Thursday evening you did request to have stroller exchanged for the Joie MUZE LX (*** ) it was brought to your attention by the manager that the card that was used to pay would have needed to be present in order for them to action the refund for the difference as these were two difference strollers at different price points. The manager did bring to your attention on Thursday that the stroller the Joie MUZE LX (*** ) can only be kept for 24hours which was kept for you the entire day of Friday. The stroller was thereafter put back on the floor stock mid-morning of Saturday 03.02.2017 which at this time the stroller had not been the exchanged of the Joie MUZE LX (*** ) had not been paid for but rather the JOIE LITE TRAX 3 (***) on Thursday 01st February 2018.
We understand that this has upset you and we are very sorry for this. we have been informed that the Joie MUZE LX (*** ) was sent to the store on Monday however this was after your visit. We understand that you have collected the stroller later on that Monday.
Please note that further communication was relayed onto store management after your collection from a gentleman whom is believed to have paid for the transaction. Please can you allow for management to call you to discuss this communication respectively?
Warm Regards,
The Toys R Us Team