I could spit nails right now. Or fire. Or nails and fire.
When I was a teenager I had an after school job at a national pizza joint. The job was the pits but I did get to work with my best friend so there was one silver lining. We were told repeatedly that the customer is always right. It was drilled into our little teenage brains. You wouldn’t believe how furious some people would get over a fuck up in their dinner order. The whole place was run by kids, what did they expect? And while a dissatisfied customer would be spewing venom in our faces, we’d have to smile, take it, and apologize profusely. Refunds? Sure. Free Pizza? Constantly. Anything to make the customer happy. Because the customer is always right.
Unless you are Toys”R”Us.
On Cyber Monday I sat in front of my computer in yoga pants and a 10-year-old Ani DiFranco t-shirt, steaming hot coffee in hand, clicking all over the interweb getting deals for the multitudes of children I have in my life. My sons, nieces, and nephews would have that awesome shock-and-awe on Christmas morning, and I performed all this magic in the comfort of my own home. It was lovely.
Now I’m sorting through confirmation emails and deliveries. Sure, I still have some shopping to do, but the big stuff had been taken care of. Until I received this e-mail from Toys”R”Us this morning.
My first thought was, “Well, that blows.” and my second thought was, “I’ll just cancel the order and buy these things somewhere else.” I mean, what’s the point if they get here on January 9th? These are Christmas gifts. Shit, January 9th wouldn’t even make them New Years gifts, if there was such a thing.
So I called Toys”R”Us to cancel my order and that’s when I got the biggest shock… you can’t cancel an order with Toys”R”Us.
Yup, you read that right.
When you place an order with Toy”R”Us, you have a 45 minute window after the placement of the order to cancel. After that, you CANNOT CANCEL. Even if they can’t fulfill the order, YOU can’t cancel.
In this digital age we live in, Toys”R”Us has managed to make themselves the Fred Flintstone of the internet. By this comparative scale it would make Amazon the freaking Jetsons. With Amazon, my Cyber Monday orders arrived on my doorstep Tuesday afternoon… and I didn’t even pay for shipping.
I was told that my only cause of action is to wait until January 9th for them to cancel the order OR if the order ships before then (they don’t even know if it will) I can return the items to my nearest Toys”R”Us store. Doesn’t that kinda defeat the purpose of Cyber Monday??
The scary part was, the customer service agent I spoke to said she’s been having this same conversation quite a bit. Lovely to know I’m not the only person getting shafted by Toys”R”Us, but still completely ass backward.
So THANK YOU Toys”R”Us! Thank you for your ridiculous policy which proves that you couldn’t give a shit about your customers. Thank you for running specials on Cyber Monday without knowing if you could honor the deal, thus tying my hands and forcing me to buy these gifts twice.
You have now given me an excuse to never shop with you again.