tOYSRUS/AMAZON VENT

[granmanh603]

I ordered 18 items on 12/2 from Toysrus/amazon . I had trouble ordering because the site kept adding shipping(supposed to be free ship with 49 purchase) called and was on the phone for 1/2 hr. finally told to order and she would fix after. 4 items each shipped separately and with individual shipping charges, I can even deal with that. Today I get an email from them saying that the other 14 items might not be shipped to get here before Christmas. How can you accept and order and over a week later decide you don't have the toys......I am soooooooo angry I am sick about this. These are all toys for my grandkids....mostly ones that I ordered for my DS so that he wouldn't have to worry about bringing them or shipping them(he has a 10 hour ride from Ohio) for his 6 year old daughter. I have had so much trouble with them I am at a loss of what to do.
I also just want to warn everyone else about this problem and maybe not order from them. I had this trouble a few year back with Toysrus but that was before Amazon took over the shipping or so I thought.
Sorry just needed to vent. Carol

 

[bicker]

Amazon has a pretty substantial warning posted on its website. It involves the "Item Availability" field that they display. Only certain values imply that shipping will be within a certain period. However, beyond that, they make it clear that the only way they will guarantee delivery by a certain date is for you to purchase premium shipping, what Amazon calls "PRIME" shipping, and what Toys 'r' Us calls One-Day Shipping. Otherwise, you're basically sharing the risk with them that the items won't be delivered in time. That's one of the down-sides of the Free Shipping offers they make. So you might want to check into changing your order's shipping to the premium service so you get the guarantee you want.

 

[mjbaby]

I had a similar problem with a purchase I made that had four things in it - when I saw on my confirmation that my estimated arrival was the middle of January, even though each item "normally ships in one day", I called Amazon and found that my mistake was consolidating the purchase into one shipment. Because my items would come from three different places to be sent to a fourth for consolidation they wouldn't guarantee that my stuff would be delivered before that estimated time.

When I called Amazon, the rep figured it out, "unconsolidated" my shipments and the items all arrived separately within a week. And, mysteriously, my shipping costs went down.

The OP might want to give them a call and see what can be done. It may not be too late to save the order!

 

[C.Ann]

Amazon has a pretty substantial warning posted on its website. It involves the "Item Availability" field that they display. Only certain values imply that shipping will be within a certain period. However, beyond that, they make it clear that the only way they will guarantee delivery by a certain date is for you to purchase premium shipping, what Amazon calls "PRIME" shipping, and what Toys 'r' Us calls One-Day Shipping. Otherwise, you're basically sharing the risk with them that the items won't be delivered in time. That's one of the down-sides of the Free Shipping offers they make. So you might want to check into changing your order's shipping to the premium service so you get the guarantee you want.

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I think the OP may be talking about the possibility that the items won't ship because they aren't available.. Others have posted on threads about ordering Christmas gifts - the order being accepted - credit/debit cards being charged - and two days later receiving emails that the items won't be available to ship until after Christmas.. I had it happen to me with one item (not ToysRUs/Amazon) and I am NOT happy about it at all.. If the item isn't available, it should pop up on the screen immediately and NO charges should be made.. I'll be making a phone call first thing tomorrow morning demanding an immediate reversal..

 

[bicker]

I would definitely cancel the order if the anticipated delivery isn't what was promised and is unacceptable. My only points were that, at least in this case, no guarantee is provided unless the premium shipping option is selected, and that adding that option might yield the delivery guarantee that the OP was seemingly hoping for.

 

[C.Ann]

I would definitely cancel the order if the anticipated delivery isn't what was promised and is unacceptable. My only points were that, at least in this case, no guarantee is provided unless the premium shipping option is selected, and that adding that option might yield the delivery guarantee that the OP was seemingly hoping for.

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For sure.. If it's only a matter of "delivery time", hopefully she can get this situation resolved.. Nothing worse than thinking your shopping is done and finding out it isn't!

 

[granmanh603]

I have been them on the phone 2X First before I placed the order concerning the shipping costs and then again todayfor 1/2 hour. The first 4 items were shipped individually ....so it is not waiting to be shipped issue. and when I looked today some item are now not it stock.....but they should know that before over a week passes , to let me know.....I lost a week of shopping and I was in a toysrus on Thurs and could have purchased the items(by the way toysrus is an hour away that is why I took I thought safe way and ordered to be sure I would have the childrens stuff) I would love to cancel the order but what do you tell children 2, 3yr olds and 2 6 year old.
I am going to try to go out now and get the 14 items that I won't have. They shipped me the Dora house.....but not the furniture package!!!!
I thought everything was so automated now that they have a good handle on items in stock Carol

 

[luvthatdisney]

I have not had this experience with TRU, but I have had this same problem with a skateboard shop online that I tried to buy some things for my DS from. There was a problem with my credit card not going through - not sure why, but they did not bother to contact me about it. I just happened to notice it when I went to their site to check on my order being shipped. I called them immediately and they had let all of my stuff go back into their inventory - so nothing was left for me to order (these were some clearance things).

I explained how upset I was and that they have lost me as a customer - why did they not call me - they had my phone #??? They did care if they lost me as a customer or not. Just said - Sorry there was nothing they could do about it. Whatever happened to customer service????????

 

[bicker]

Whatever happened to customer service?

I'm not sure customer service was ever as good as some of us seem to remember it. However, to answer your question, to a great extent, that kind of customer service, where sellers would always do everything one could imagine to make the customer happy, became prohibitively expensive. It was always a matter of "saving a customer" so that they'd return to you and give you more business in the future, to make up for what you had to do to make them happy this time. Unfortunately, it seems that type of guest recovery no longer fosters the kind of loyalty it perhaps one did. As likely as not, the average customer would go to a competitor next time anyway, even after taking the best you could give them this time. As customers gained more and more access to better and better information about where to get the best price, price became the focus of the buyer's attention, and service became something that is only complained-about after-the-fact.

 

[nbodyhome]

Today I cancelled an order I placed at leat 2 weeks ago - just for books from Amazon, because they had not shipped yet. Nothing had said that it would take longer than a few days to ship, and now it said they'd not likely ship until January.

So I cancelled, and ordered one of the items elsewhere (I really didn't need the other 2 books enough to pay shipping, I'll pick at least one up locally).

Denise