I just wanted to let everyone know about utilizing customer service when you have a problem with a company.
On Saturday I was trying to purchase the Step 2 Kitchen for Little Luna. This set would have come with a free Golf and Baseball set ($19.99 value). I had received a 20% Toys R Us coupon in the mail Saturday morning and thought this was a great opportunity to use my Cookie.com Toys R Us credit I had gotten.
So I looked up the item I wanted, which was suppose to be available in the stores. I called 4 stores in my area, none of them had it. One store told me that I can special order the item, but then I would not be able to use my 20% discount. So I called customer service to see what they could do for me.
They told me that they will honor my 20% coupon and they would ship the item to my house.. AWESOME. When we got to the billing part, they realized their systems were down and could not take gift cards. This went on until TODAY (Monday). I called 5 times yesterday to see if their systems were back up. At this point I realized that the bonus piece was no longer available and asked what they could do about it. The first person I spoke with told me that since it was a promo, it was only until their supplies ran out. Ok, I get it, but if I was able to place the order initially I would have been able to get the promo, not MY fault.
The last person I spoke with last night told me to pick out ANY item priced at $19.99 and she would give it to me for free. SWEEEET.. except HOW could I pick ANYTHING from the thousands of toys they have priced at that point?
So I did some research, called back and their systems were down AGAIN! I called back this morning and was able to get the kitchen, and a plush sing and giggle Minnie all for $83! I received FREE shipping, 20% off AND a free toy, all for (pretty much) being patient.
Please note: Whenever I call customer service, I basically kill them with kindness. I never fuss about anything and remain calm throughout the entire process, and if 1 customer service rep does not honor my requests, I call back to get a different person. I have to admit, I have been very unhappy with Babies R Us because the customer service in the stores is not helpful. When I was returning things from my registry, they gave me a hard time every time and I was fed up with the stores!
I was pleasantly surprised when they were able to honor my requests this past weekend. We often share our bad experiences with each other and rarely the good experiences. My advice: when you are having a hard time with ANY store, call their customer service department!