Toys R Us - Baywest Mall - Horrible Service & Don't Follow Covid Safety Rules

I recently bought 2 toy guns online at ToysRus and opted to collect at Baywest Mall Branch, think this would be quick and easy.

When I collected the items: - There was no one on the floor, except cashiers. Everyone was in the back-room and I had to walk around to look for someone to assist me. - The one person did not know what to do and directed me to the till points (with a mask under the nose). - I had to stand in line for more than 15 min for a collection with people not following social distancing rules. - 4 till points, and only 3 tills open. - When I was eventually helped and provided my order info, the lady could not find the items.

When the two presents were finally opened, the one was defective and the other one working but when pulling back the slider, the bullets would shoot automatically. After much frustration I put both the guns back for return. I contacted online support as well to try and minimize any issues regarding the returns.

I asked my parents to return the guns for refunds and they were met by very unhelpful staff.

The guns were tested by numerous staff (NONE OF THEM USING SANITISERS BEFORE OR AFTER TESTING IT) They confirmed the one was defective and the other one working (but the red one was hardly used and is also not working 100%) My parents who are in their 60’s had to wait and after refusing to refund the guns my parents took photos as proof that they returned the guns and left without a refund.

The BayWest Mall Branch is really pathetic when it comes to service delivery. Unlike other stores in the mall, they do not seem to care about Covid safety protocols and the customer service is horrible. At other stores, they wipe pens before asking customers to sign and at least cover their faces when talking to customers.

After this experience, I won’t buy anything else from them again. I also bought two other guns, better and cheaper elsewhere.

These people think an apology would make up for their unprofessional service delivery and not caring about other people’s health.