Complaint to Toys"R"Us Coquitlam

[M Speed]

Round 1

Called 1-800-toysrus. Stated my case and a case number issued and a personnel will call back within 3-5 days or earlier.

Letter is in the process and will be sent out.

[HeaTransfer]

Donald, if you want these threads to entertain us, you should tell us why you're complaining (or at least provide a link to something that you've written earlier...?)

[rancid]

did they refuse to sell you an elmo? LOL...hehe

so what did they do?

[melonvitara]

the purchasing of Wii incident

[vicvic]

that remind me to phone in and complaint too..

[HeaTransfer]

Not everyone reads all the threads in the lounge guys.  Anyways, here's some context:

http://www.bcmazda3.com/forum/index.php?topic=6648.150

sounds like Drrk, Donald, Dan, Vic and Kev lined up in sh!tty weather to buy Wii-Wiis and had good line position (ie, should have secured a WiiWii if it was first-come-first-served).  Subsequently their time was wasted due to some lotto system and some changing announcements from management.

Vic:  If you are upset, writing snail mail is far more effective. 

[jlai]

Thanks for summarizing, so I didn't have to read the entire thread.

[M Speed]

Jason is right, a call can only go so far. A letter in the mail will follow up if no personnel calls me back before new year.

This thread is not for joke. I will put this URL in the letter. So please keep this clean and not cluttered up. Thanks

[derrick]

I always prefer to write a letter of complaint so they have it on file in my words. Not whatever their rep wants to write down in their report. And follow up with a call afterwards just to let them know you are serious.

[Diddle]

I love bitching about stuff.  I got free passes to Disneyland once because I wrote a letter saying it wasn't the "happiest place on earth" when I visited. 

[rancid]

hmm...that really sucks with the lotto system and not the first come first served basis.  Completely unfair to the customers who came and lined up bright and early for the release of the product.  I think management should have thought twice about that and whoever it was that made the decision ended up making a really piss poor one. 

[M Speed]

^ it's more like game time decision....their "policy" changed THREE times.

1) First come first serve
2) 25 wristbands for 20 console (raffle style of 80% winner)
3) wristband to all (raffle style of winning chance down to 20%)

Plus the line keep growing while the wristbands are handed out.

and to top it off, "this's not open for discussion. It is what it is." (from Mr. Brain Ruseller, Assistant Director of the branch). Way to go in laying down the power.

[Keiichi]

Written letters are VERY effective.

I've done it to several places now...and they do get back to you.

[Codesx]

Please do tell me their response when head office replies to you 

[dmogx]

if you can don, please post their address..  maybe i'll write one to them too lol
and keep us updated!

[Codesx]

if you can don, please post their address.. maybe i'll write one to them too lol
and keep us updated!

PM'd you the information-

[rancid]

^ it's more like game time decision....their "policy" changed THREE times.

1) First come first serve
2) 25 wristbands for 20 console (raffle style of 80% winner)
3) wristband to all (raffle style of winning chance down to 20%)

Plus the line keep growing while the wristbands are handed out.

and to top it off, "this's not open for discussion. It is what it is." (from Mr. Brain Ruseller, Assistant Director of the branch). Way to go in laying down the power.

that's a little stupid on Mr. Ruseller's part.  What does he want to do?  Start a store riot?  Wonder if he thought about the implications of his actions.  If I do remember correctly, people were hurt outside of a best buy store because of people rushing into the store for the ps3.  If anything, he should be following the examples of other retailers by telling people how many units they have and that the line cuts off at "x" number.  Sounds like poor management to me and probably wants stories to tell that oh there were so many people rushing in to get the system...blah blah blah.  Gotta love stupidity.

[Codesx]

From what i was told; we were not suppose to have any people forming lines up for the Nintendo Wii. One of the girls at Service Desk told people that they weren't allowed to line up. Than the branch had a line and than Manager Tim and Manager Jenn left it alone.

However, later on when some of the customers the R-Zone told over the phone during the week that not to line up came in and argued with Tim saying it wasn't fair and ya da ya da. So Manager Tim called all the branches and they had line ups and were taking down the list and therefore those people would get the Wii's. Turned out these people wouldn't stop harassing Tim about it than a 20/25 people draw was agreed upon and Manager Jenn allowed Tim to do that; therefore, implying she is alright with his decision.

Now i don't know what exactly happened Saturday but according to __insert whoever__, it went from 20/25 to 20/100 people for the Wii; changed by the Assistant Director Brian. Therefore now there are angry customers and a bunch of complaints going in.

Manager Tim is now under fire for the Wii incident as the managers indecisively believe he should have done something. Nevertheless, Manager Jenn agreed to it so ...? 

[M Speed]

From what i was told; we were not suppose to have any people forming lines up for the Nintendo Wii. One of the girls at Service Desk told people that they weren't allowed to line up. Than the branch had a line and than Manager Tim and Manager Jenn left it alone.

However, later on when some of the customers the R-Zone told over the phone during the week that not to line up came in and argued with Tim saying it wasn't fair and ya da ya da. So Manager Tim called all the branches and they had line ups and were taking down the list and therefore those people would get the Wii's. Turned out these people wouldn't stop harassing Tim about it than a 20/25 people draw was agreed upon and Manager Jenn allowed Tim to do that; therefore, implying she is alright with his decision.

Now i don't know what exactly happened Saturday but according to __insert whoever__, it went from 20/25 to 20/100 people for the Wii; changed by the Assistant Director Brian. Therefore now there are angry customers and a bunch of complaints going in.

Manager Tim is now under fire for the Wii incident as the managers indecisively believe he should have done something. Nevertheless, Manager Jenn agreed to it so ...?

Which retail would not agree more on a civil lineup in an orderly fashion? How is "20 units only" on the flyers not explicit enough for people to come early? Do they expect people rush in all at once? If not, how would it be better then a line being formed?

Well throughtout this incident, Tim was put on the spot. He called the "boss" (which Brain admit he was on the phone with Tim all the time) and was told what to do. Then he got bossed around by Jennifer who commanded him this on this issue outside. So I don't see why he is fully responsible for this incident. Jennifer even went in to take out another 5 wristbands to make up the 25 when there was 20 to begin with. Plus Tim did something with regards to the first come first serve basis with 20/25 draw. While Mr. Ruseller laid down his power of "either his way or the highway" the next day morning. I don't see how Tim's word could hold true.

I am sorry to see Tim gets the full blame when he was just told to carry out what he was told. And now the higher up managements need to find someone to cover their poor judgement?

[M Speed]

if you can don, please post their address.. maybe i'll write one to them too lol
and keep us updated!

Head office contacts:

Email:   customerservice.canada@toysrus.com

Phone:   1-800-869-7787 (Monday - Friday / 8:30AM -5:00PM )

Mail:   
Customer Service Toys "R" Us
2777 Langstaff Road
Concord, Ontario L4K 4M5