TOYRUS LOST THE VALUE OF EXCEPTIONAL CUSTOMER SERVICE

Hi.

On the 01st of December 2019 I went into a very busy mall to purchase a toy for my little girl as a surprise. I eventually got through traffic and arrived at the mall at 6pm, I selected an item for my little girl stood in a long line and eventually purchased the item, I then rushed home to surprise my daughter with this R1000 toy.

Its such an unfortunate situation that the item I selected for my daughter was broken , I then went to a garage at 8pm at night to purchase new batteries as I thought that the batteries was an issue but it turns out the toy is actually broken or dysfunctional.

I am now frustrated because a lot of effort and money went into standing in long queues and spending a lot of money just to put a smile on my daughters face.

I call the store and spoke to the Manager Tubal who responded to my query with attitude which just added to my frustration, I simply asked him to check whether there are any working Panda bears in the store because if there is none then I rather go to another store to return this item as I do not want to have endless drama with this store

The manager Tubal was not able to even assist in advising me if there is any working bears at the store so I do not make an unnecessary trip to the mall, I also explained to him that I have a 30 minute lunch break and he was not able to accommodate me in terms of speeding up the return process so I can return to work within my lunch break.

I then took this matter to customer service and spoke to a consultant by the name of Priyanka, I addressed my frustration with her and from the impression I received from both Tubal and Priyanka I seemed to be the problem as I am so stupid that I cannot switch a bear on as I was told that Toyrus does not sell broken toys but if someone can please explain to me why I am sitting with a toy that does not work (Broken toy!!!!) which I purchased from Toyrus will be extremely helpful.

If the store is at fault then they should have the decency and the professionalism to admit to this instead of using every excuse in the TOYRUS EXCUSE BOOK to cover up for the store

In conclusion IF TOYRUS DO NOT SELL BROKEN DYSFUNCTIONAL TOYS THEN I WOULD NOT BE SITTING WITH A R1000.00 (ONE THOUSAND RAND AND NIL CENTS ONLY) BROKEN TOY!! Exceptional customer service is what will keep loyal customers and ensure that these customers spread the good news about the manner in which management handled a compliant, I have not received this service therefore I will not be returning to this terrible store and I will ensure that I inform people of the service I received and how I was made to feel like an idiot. Its okay to go over and beyond for customers, these are the customers that keep your stores open by brining in the revenue needed to maintain operational requirements. Its very sad that this well renowned brand treats its customers so badly, the importance of customer service is definitely lost!!