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.

Wait? What?

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.

Good riddance.


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30 Thoughts on “Rantings of a Dissatisfied Customer

  1. Wow. That is completely ridiculous. I hope you’re posting your rant on their website and their Facebook page and twitter and everywhere else.

  2. Holy crap! That absolutely sucks!

  3. Wow. That is unacceptable! Sorry you’re having to deal with this. Just reinforces my decision to only shop Amazon.

  4. I have a solution for you: call the credit card company and tell them not to process the charge (chargeback).

  5. I guarantee you that someone would be canceling my order today!! If I had to talk to the president of toys r us!! Not everyone can afford to buy the gifts twice!! Their error!! Their fix!! Thanks for the heads up! I will never order from them EVER AGAIN!

  6. Totally sucks. I avoid them like the plague. Also? Their rewards? If you spend $600 there in the month of December, you will get four $5 coupons from them in rewards that you can only use during certain dates and never all at once. So in order to get your rewards dollars to full use you have to shop for four separate things on four separate occasions during the specific dates they deem. Total bullshit. I’ll stick with Amazon, thanks.

  7. Call your bank/credit card company and tell them that when Toys R Us tried to charge, it is to be denied

  8. I shared this thanks for heads up

  9. Oh man I’d be so pissed too!!!
    I might think about trying to dispute the charge with my credit card. You’re not getting the merchandise as advertised when you were supposed to.
    So crappy.

  10. Sharing for the sake of virality. (Made that word up). Do you post your blogs to twitter? #toysrus #badcustomerservice

  11. FIFA 2015 for 360 is on sale at Walmart .com for $39. Not at the store, only online. Mailman just delivered mine.

  12. I would definitely dispute the charge. No way they would get away with that crap!

  13. File a complaint with the Better Business Bureau – I had a friend who had an issue with Time Warner Cable that they refused to correct (their error and a chunk of change owed to my friend); however, after he filed a complaint with the BBB, they fixed it in no time flat.

  14. I have a late package from tours r us. Annoying.

  15. Also, I considered just using Amazon instead. Wish I had.

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  20. Wow I didn’t know that.

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