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11-28-2008, 09:45 PM | #1 |
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Join Date: Nov 2008
Location: Not here.
Posts: 10,947
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So my wife and I decided to go for that promo today, you all know the one, spend $50 or more at toysrus.com and receive $25 off if you use Paypal. We ordered the SRO Crimson Guard set for me, an RC Mario Kart for our nephew, a make-your-own nail polish set for our niece and an FM radio transmitting microphone for our other niece.
Had the same problems as everyone else at first, it wouldn't go through, had to try 4 or 5 times. So when it finally DID go through, TRU said that the Mario Kart was unavailable, even though it said "In Stock". Didn't give the option to pick another item, it put the order through, but it apparently prorated the discount, it was like $17 off the total. Okay, no problem, we'll just try to find it later, we say. Then, the poo hit the fan. An hour later, we get an email from TRU saying the order was canceled. No explanation, nothing. So my wife calls TRU's customer service line. The lady, after much deliberation, tells her there's nothing they can do, the order was canceled by Paypal. Okay, let's call THEM. The Paypal lady is unresponsive at best. My wife's getting pretty peeved at this point, the lady's telling her Paypal doesn't have the authority to cancel an order. Well why did TRU say you guys did it, then? Let's speak to a manager. The manager gets on, everything is explained yet again, and the manager just keeps repeating "I'm sorry, but that promotion is over." Then, this sorry excuse for a manager actually HANGS UP on my wife. The wife's about in tears at this point, so we go back and call TRU again. She explains what happened YET AGAIN, only this time the TRU rep handled the problem like an effin' champ. He hears my wife out, and immediately offers $20 off and free shipping. Also, by this time, the microphone is out of stock. The rep was so calm and helpful, he helped pick out something similar. He went so far as to stay on the line and make sure the order went through, which it did. Brian at TRU customer service, if you ever read this, thank you. You deserve a promotion. So after that little adventure, we got it worked out, the kids will be happy, and I get my SRO Crimson Guards. Just wanted to share that little Black Friday horror story with you guys. |
11-28-2008, 09:51 PM | #2 |
Banned
Join Date: Sep 2007
Location: Monrovia, CA
Posts: 12,065
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too many people call up to complain, but you can also call to applaud. what you need to do is call up TRU corporate, ask for whoever is in charge of the customer service department, and make sure that Brian gets his recognition with the people who need to hear it.
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gunslingercbr |
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11-28-2008, 09:56 PM | #3 |
Cobra Intel
Join Date: Aug 2008
Location: Minnesota
Posts: 4,753
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Quote:
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11-28-2008, 09:57 PM | #4 |
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Join Date: Nov 2008
Location: Not here.
Posts: 10,947
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The wife just said she was intending on it during business hours Monday. She needed to cool off after that. She was really mad because she works at a call center and just couldn't believe the shite service she was getting.
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11-28-2008, 10:01 PM | #5 |
Commando
Join Date: Jul 2008
Location: Dirty South
Posts: 2,477
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I had the same issue with order cancellation. It was an issue with paypal payment approval and was causing all payments with paypal to be declined and the system automatically canceled the order. I called and they were very nice. Unfortunately I had to alter my quantity but otherwise I got 8 figures, 25 dollars off and the rep was nice enough to give me free shipping for the trouble. Just hope one of those wraiths is blue!
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11-28-2008, 10:01 PM | #6 |
Cobra Intel
Join Date: Aug 2008
Location: Minnesota
Posts: 4,753
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"The Paypal lady is unresponsive at best."
I've called them a couple times in the past with pretty simple routine questions. Just looking for clearification, and your quote pretty much sums up my experience everytime. |
11-28-2008, 10:09 PM | #7 |
HissCommander
Guest
Posts: n/a
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i have called them a few times myself, and i think all my calls were miss-routed to Jerry's Kids.
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11-28-2008, 10:13 PM | #8 |
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Join Date: Nov 2008
Location: Not here.
Posts: 10,947
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Quote:
Haha! Yeah, I just can't stand the fact that they can offer such abysmal customer service. And they can get away with it, because who else you gonna use? They basically have a monopoly. Ebay seems to be moving toward them exclusively for payment. |
11-28-2008, 10:18 PM | #9 |
Cobra Intel
Join Date: Aug 2008
Location: Minnesota
Posts: 4,753
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11-28-2008, 10:24 PM | #10 |
[email protected] 4 BST
Join Date: Oct 2008
Location: HELL
Posts: 6,074
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I placed an order, it was canceled. I did that three times called TRU and they referred me to PayPal so I gave up : - ( I wonder if a call to TRU customer service would still help?
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