I am emailing you to make a complaint about store #8902
TOYS"R"US/KIDSRUS - INDIANAPOLIS [8902]
8250 CASTLETON CORNER
INDIANAPOLIS, IN 46250

I received my local paper on and saw the toys r us ad for Indiana the January 31st-February 6th ad and saw that bioshock 2 could be preordered at toy's r us and upon pick up of said game one would receive a big sister, little sister figure 2 pack with the preorder and pick up of the game on the 9th per the ad with the Sunday paper, now the only stipulation I can see at the bottom in small text is that quantities limited no other restrictions.

So on February 8th i cancel my preorder at my local gamestop since the toys r us deal is better and i travel to my local toys r us which is 12.8 or so miles from my house and i preorder the game  at 6:08pm at this time the employee i dealt with did not even know about the deal, and i had to show him the ad.

February the 9th the day the game released the majority of indiana was hit with a snow storm, and I had no possible way to get to the toys r us that day, let alone within the time limit i today learned i had to get the game in to get the figurine, so I wait till today and being able to drive to my local toys r us, I go in and learn that i am not allowed to get the figurine, the manager on duty whom i was not able to get the name of because he avoided me says it was in the ad that to get the figurine for free one must pick up the game between store opening and 2 pm on the 9th I ask for the ad and he gives me a completely different ad print off then the ad from the paper that i have then he walks away with out talking with me or any thing and avoids me the rest of the time, suffice to say no consideration was given that i am 12.8 miles away and could not pick up the game the day earlier let alone come in within the 6 hour window given by his ad which is not even mentioned in the paper ad i have that it has to be picked up by 2 pm that afternoon.
I got my 5 dollars refunded and i purchased the game elsewhere, I am not going to be giving my money to a store that does not divulge the rules surrounding a preorder purchase, gives no consideration that i was unable to pick up the game that day let alone within the 6 hour window given thats not even mentioned in the news paper ad, and certainly not to a store where the acting manager just walks up hands a print out to me and walks away and avoids me till i leave.

I returned to the store i should mention at 7:50pm February 10th the manager on duty was working at that time, Since i was incapable of getting his name since he avoided me that should be information you could use to find out who the manager was on duty.
   I am quite angry about this the fact that i wasted my time driving down to your store to preorder a game, then driving back and wasting my gas and time just to be  treated so rudely and was unable to acquire what i was basically told i would receive upon preordering Bioshock 2.   Your company should really work on its store managers ability to deal with customers, let alone being able to divulge all the stipulations behind a preorder program at the time of preorder, As well i can confirm the January 31st-February 6th ad does not mention a time limit to receive the game and with the snow storm i can bet hardly any one was able to take advantage of the preorder bonus that day any ways, there were no limited supplies the employee i delt with readily went into the video game store room and got the figurine 2 pack and the game i had pre ordered.

I should all so mention the ad was no where in the store when i preordered the game as i said i had to enlighten the employee at the video game kiosk my self about the pre order bonus and was told not once about a time limit or i had to pick the game up the 9th to receive the figurine.
Now If the stipulation is that i had to pick up the game on the 9th that is fine, but there is nothing mentioned in the jan 31-feb 6th ad and there was no ad in your store and i was not advised by the employee at time of pre order  about a time limit, and i was treated rudely with out any consideration when i came to pick it up and was told basically NO.
thank you for your time,
William Baker
P.S: as well i should add the ad that i have does not mention the offer for the big sister little sister firgune set is only available to rewards r us members like the printed ad he gave me says. it is lucky i signed up for rewards r us when i pre ordered the game or i would have been ineligible.

 
""ignore obvious spelling and setence structure errors*

ignore obvious spelling and setence structure errors*

I always love the "I WASTED MY PRECIOUS GAS TO COME TO YOUR STORE" complaint.
 
Very cute touch. Although, with that kind of grammar I hope they delete it.

The moral of the story is... Don't buy Bioshock 2

Wow yea something similar happened to me with Toys R Us.  I bought Gears of War 2 there they on day 1. The Day 1 sale was you get a I think it was $20 gift certificate, so they give me my gift certificate.  Now by accident I don't look at the card I'm just happy to get GOW2, then a couple months later I go back thinking I would spend there gift certificate to find out there was a 1 month deadline.  So yea Toys R us sucks with some of those small print rules.

Awwwww, poor baby! You didn't get what you want because you didn't get there in time? DAAAAAAAAAAAWWWWWWWW! They ran out, and upon hearing you complain and demand the ad they also point out when you should have arrived to probably get yourself one of the limited supply items. Were the Toys R Us employees supposed to not give one out because you're special, 12.8 miles away and it was snowing? HOW DARE THEY NOT MAKE YOU SPECIAL! No doubt the customer service and manager were completely fine until a customer started to get angry about a limited supply item that they couldn't get due to the fact that Toys R Us can't control the weather. FOR SHAME TOYS R US, FOR MOTHER FUCKING SHAME!

Now I know that you live exactly 12.6 miles away from that store.  Now I can rape you!

" @MAN_FLANNEL: Do it while wearing a Toys R Us uniform! (Do they have uniforms?) "

Yeah, I went through something similar the Halo 3: ODST sale. It was supposed to come with a figure but those damn things were in ridiculously low stock. Oh, and one time I asked an employee to hold Uncharted 2 (they were having a Buy 2 Get 1 free deal that week) for me, and she said she would, but when I got there it turns out she thought I wanted Brutal Legend. Uncharted 2 was out of stock for about a week or two, but I was eventually able to exchange it.

" My God, if you are going to write that long of an email, the least you could do is capitalize and puncuate correctly.  It really makes it hard to believe that you are the kind and intelligent customer in this situation when you refer to yourself as "i" in lowercase. "

" there were no limited supplies the employee i delt with readily went into the video game store room and got the figurine 2 pack and the game i had pre ordered."

If by special you mean retarded, then yes

Yeah, I often have bad experiences with Toys R Us. They never do seem to be aware of their own deals. It's very frustrating. Still, you got your $5 back, but right on for sticking it to the man. I'd try to clean up the complaint before sending it, though. Not to be a jerk, but if it's more concise and doesn't have grammatical errors, it will be taken more seriously.

I've found that spelling and grammar mean shit in a complaint, if a company doesn't want to be helpful they wont be helpfu.l your words could make angels sing and god cry by its sheer beauty and a company that doesn't want to serve you could care less.
 
you know whats funny is that if i hadn't said ignore obvious spelling mistakes and setence structure half of you wouldn't have said a damn about, and whats funnier is that people complain about my spelling and sentence structure yet it seems like every single one of you had no problem reading what i wrote.

that sucks

" My God, if you are going to write that long of an email, the least you could do is capitalize and puncuate correctly.  It really makes it hard to believe that you are the kind and intelligent customer in this situation when you refer to yourself as "i" in lowercase. "

" @Atomic_Tangerine said:

" My God, if you are going to write that long of an email, the least you could do is capitalize and puncuate correctly.  It really makes it hard to believe that you are the kind and intelligent customer in this situation when you refer to yourself as "i" in lowercase. "

FACT#37 Only bad people have inadequate spelling and grammar the good and kind all ways have perfect spelling and amazing grammatical prowess. "

when did the forums become filled with so many dicks? i mean half of the people that have replied in this thread are being total jackasses.

" @WilliamRLBaker:   I'm saying this cause I care man.  When you write a letter to somebody to criticize their stores, especially when it is about a promotional item where you didn't follow the rules, and double especially when you take that tone, you gotta capitalize and stuff.  It doesn't matter who is right or wrong, but people will base opinions off you based on how you write.  In that letter, you come off as smarmy and entitled, and since I don't know you personally, I have nothing else to go on.  When you combine that with your inability to capitalize things, you just look lazy.  That's fine for a video game forum or something stupid like this, but when you file a formal complain, it is just that, formal.  You obviously took a lot of time writing that, you should have done better. "

I have no idea how Toys R Us policy works, but what I gather from people selling videogames (Gamestop etc) in the US have superstrict rules that they can't bend at all. I remember on an ep of GFW someone mentioned that they would have "customers" come in under similar circumstances and try to appeal to the good will of the people working to "give them a break" only to come back later with a report that they didn't follow company policy if they did.

I used to work at toy works.....this reminds me why i hated the job so much and retail in general. No theres never anything in the back, we just go back and check just to shut you up, when you think we are picking through the magical backroom of the toy factory we really are just staring at the clock wishing it was 8 already. We realize your little shits are bothering you but dont take it out on us cause we only have the orange spinning top and not the blue. Nevermind the 30 year old computers i had to deal with.....god i could go on and on bout this shit all day.

Your dealer seems abusive. Steam treats me nice. Although I have doubts, it's been manipulating me with special deals lately. >.>

" I have no idea how Toys R Us policy works, but what I gather from people selling videogames (Gamestop etc) in the US have superstrict rules that they can't bend at all. I remember on an ep of GFW someone mentioned that they would have "customers" come in under similar circumstances and try to appeal to the good will of the people working to "give them a break" only to come back later with a report that they didn't follow company policy if they did. "

I feel for you bud, however E-Mail does jack when sending it to anything, its internally known (certainly in the retail establishment i worked for) that if a phone call (non-recorded) or E-Mail was recived it can be deleted or forgotten about
 
however if you are really serious in your complaint, write it down and post it recorded delivery, its alil more cash but they cant ignore it. it has to be placed on file and investigated
 
its the same if you wish to complain about any of the forces (police or fire) 
 
Hope you get your issue resolved :)

People are more concerned about spelling and grammar instead of customer service that a company may use against yourself.  Kind of sad that no here would probably stick up for themselves.
 
Good luck to the Thread Creator.

" @TeflonBilly:  Wait, wait.  You claim to work in retail?  I ask because I have and you don't sound like someone who's actually seen stuff arrive on a pallet, let alone actually dealt with people in any customer service oriented job.  You sound like a very angry man and unless you sell small arms to terrorists I fail to see how your personality fits with a career in retail.  Let me explain what happens when a retail business receives a complaint directed at a store and its staff; the complaint is investigated, no-one who receives a letter which is poorly worded even bothers to poke fun at the sentence structure or poor punctuation, nor do they use it as toilet paper.  This is because retailers need their customers and in a highly competitive market, where pre order bonuses, price matching and colour catalogues are the order of the day these businesses understand that. How far the investigation goes is a debateable matter and certainly, it's true that many businesses, especially franchises, will often be extremely slow in addressing the complaints, but still the letter will be read and only an asshole would poke fun at it and said asshole wouldn't do so infront of the manager.   All of your attempts to attack the OP's grammar, logic and message are pointless.  He feels poorly treated and thus felt compelled to write a letter of complaint and that's all.   Why you feel compelled to respond in the manner you have baffles me.  You've literally told other people in this very thread to make fun of the OP and even encouraged it.  If you actually do work in retail I think it's high time you changed careers because it's obviously doing you no favours. "

I never claimed to work in retail. I merely stated my assumptions as far as how the whole retail policy thing works in the US after seeing stuff like Zero Originality and just reading/hearing horror stories about the shit employees have to confer with corporate/district managers/whatever
The sheer amount of retarded handcuffs that seem to make people unable to "bend" the rules a bit baffles me.
It seems you're misunderstanding me. I found the letter hard to take seriously mired in all it's errors. I might even say laughably indecipherable.
The situation itself is pretty deplorable, but I'm having a hard time believing all of it.
So you're telling me that the manager just said "Nah, you're late. Eff off" and then strolled into his back office?
In this highly competitive market this one store decides to do this completely illogical thing for shits and giggles?
The story simply doesn't make sense.

Dude you're in the right here. Well as right as any grown man arguing about a little girl figurine with his video game can be.
 
But it seems like there is something you aren't telling us. Did you blow up at the clerk or something?

That's bullshit.

"@Atomic_Tangerine said:

" My God, if you are going to write that long of an email, the least you could do is capitalize and puncuate correctly.  It really makes it hard to believe that you are the kind and intelligent customer in this situation when you refer to yourself as "i" in lowercase. "

FACT#37 Only bad people have inadequate spelling and grammar the good and kind all ways have perfect spelling and amazing grammatical prowess. P.S: the only problem with my thread is grammar there are no spelling errors that i can see. "

They're not going to take you seriously if you type like a 10 year old.

Got my answer.
 Response (Merna Perry) - 02/11/2010 03:33 PM
Dear Mr. William Baker:

Thank you for your email regarding your unfortunate experience at our store in Indianapolis, IN. We value your opinion and appreciate the time you took out of your busy schedule to let us hear from you. As a company, we work hard to incorporate guest service into all aspects of our business, especially at the store level, and we are disappointed when we learn we have fallen short of our goal.

On behalf of Toys “R” Us, please accept my sincere apologies for the difficulties you encountered. Clearly, the lack of service and general disregard you received by our store staff is unacceptable. Be assured, the “R” Us Family does not condone this behavior and we take these matters seriously. I would like to assure you that your concerns have been forwarded to the appropriate individuals for review. They will deal directly with your local store team to ensure that your concerns are addressed and handled appropriately.

Thank you again, Mr. Baker for letting us know of your experience. It is because you have taken the time out of your day that we are able to improve our service at your local store and as an entire organization.

Sincerely,

Toys R Us Corporate Guest Relations

Its called calling in to make sure they even have the doll left.  After that, you may have been told there were no more dolls to add to your collection.  So maybe you could get your doll elsewhere and not complain that you have to drive 12 miles to find out they didnt have your doll.  Besides, why would you get so worked up about a doll anyway?  or preorder anything much less a doll?

working retail really gives you an appreciation for how bitchy and self-entitled gamers are. 
 
i hope your complaint gets laughed at, crumpled, then thrown in the trash.