Toys 'r Us - False Advertising, Misinformed & Surly Customer Service

Posted on Monday, October 27th, 2008 at 8:00pm CDT by 0701e858

Company: Toys 'r Us

Location: Allentown, PA, 18104, US

URL: http://toysrus.com/

Category: Other

There was a very large poster in the front window of Toys 'R Us, promising a $10 gift card with $75 purchase. Also on the poster was 'see back cover for details'. As the poster didn't have a 'back cover', I looked in the store and found the Toy flyer, which had no info on the promotion. I then asked a store clerk who said that the offer was indeed in effect. After extremely long waits in line to pay, I purchased a total of $375 worth of merchandise in two separate transactions. The cashier, when asked for the gift card, was confused and could not find details in the flyer. I purchased the items and went to Customer Service. I was told there that I needed a coupon that was delivered in the flyer to my home. I complained that it was false advertising to have the poster in the front window, and that I had received misinformation from the first clerk. The customer service rep said there was nothing she could do. I asked how I could complain, and she was off-hand and dismissive, and said 'call 1-800-toysrus'. I called, talked to one rep, and was told I'd receive a call back. I received a call back the next day, and a rep named Jan listened to my complaint but was also dismissive and reiterated the fact that a coupon delivered to my home was the only way I could receive the $10 gift card. I still stand by the fact that it is false advertising to advertise a certain offer and not have the details available in-store.


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