Posted on October 14, 2008
Typical Customer Service
Went to Toys R Us this weekend to pick up a couple XBOX games since they were having a buy 2 get 1 free sale. Was a pretty good deal, so I went to check it out. Unfortunately, like most of corporate America today, I recieved shitty customer service, and then when I emailed their customer service to complain, I got the following help:
My Letter to TRU support:
Hi, I visited your store at 1240 W. Morena Blvd in San Diego, CA today because I saw the promotion in your weekly ad for buy 2 video games and get 1 free. I was looking for 3 specific games, so I went to the video game section and at first was completely ignore by the 2 staff members working there. I finally went to ask them if they could check for these games in stock, and they were so rude I couldn’t believe it. One of them was seated in a chair behind the counter and would not even stand up to speak to me. The other one told me they were out of stock on all 3 games without even looking to see. I could see two of the games in the glass case behind the counter! I then asked if they could check stock in another store for me, they told me that no they couldn’t, and maybe I should go ask someone at the front desk instead. I have never been treated so rudely, or had such unhelpful service anywhere before. I have been a toys r us customer for 20 + years, but after this experience, I don’t know that I will be any longer. I want to know how you can remedy this situation to keep my continued business. Respectfully, Ian Grist San Diego, CA
I received the following response after 2 days:
Dear Ian Grist:
Thank you for taking the time to share your comments with us. On behalf of myself and the “R” Us family I would like to apologize for any inconvenience that you may have encountered while trying to purchase three video games at the Morena Boulevard location. We expect more from our associates and I apologize for your experiences while you were in the store.
We value all your feedback, positive and negative, as it helps us to understand how our guests feel and gives us an opportunity to evaluate any possible issues. Hearing from you has helped us to do just that. Your comments are important to us, and we have forwarded them to our Corporate Office where they will be reviewed.
If you need further assistance with anything in the future please feel free to contact us at 1-800-ToysRUs, and a customer service specialist will be happy to assist you. We are available 24 hours a day, 7 days a week! Again, we appreciate your feedback Mr. Grist, and look forward to serving you again in the future!
Toys “R” Us Guest Relations Team
I expected this much, so responded with the following:
Thanks again for sending me a canned form letter and not helping solve my problem at all. I expected poor customer service like this, but was hoping that maybe an actual person would respond to me and provide some sort of solution. However, just like most corporations in America now, I am sent an impersonal email that does nothing to remedy the issue.
You have lost my business.
Seems like we are all receiving this kind of service anymore. What is with this? No one gives a shit about how customers are treated anymore. With more and more people losing their jobs to outsourced customer service…I guess this is all we can continue to expect.