Complaint Review: Toys R Us - Wayne New Jersey

As a side note here at the beginning, Toys and Babies have not split. They are still part of the same company, but are now privately held. Toys and Babies are often given very different information regarding what "can" and "cannot" be done. In the past, coupons were always interchangeable between the two, except when stated "coupon valid only at ____ R Us" (and even then, exceptions would sometimes be made). Now, the company is breaking away from paper coupons and getting more into actual sales. The two stores will match each other's advertised prices on dollar amounts only (not on something like 10% off a carseat). Coupons are becoming less interchangable, as well. Please understand that this is a corporate decision, not one the store makes. Also, if you had even the slightest inkling that you would be going to Babies, why didn't you bring the coupons with you? I understand your frustration, but it seems like you brought a little of it on yourself. I know that Toys gave you what was supposedly a definitive answer, but if you were going to ask at Babies anyway, it seems like you should have just taken the flyer along.

As a side note here at the beginning, Toys and Babies have not split. They are still part of the same company, but are now privately held. Toys and Babies are often given very different information regarding what "can" and "cannot" be done. In the past, coupons were always interchangeable between the two, except when stated "coupon valid only at ____ R Us" (and even then, exceptions would sometimes be made). Now, the company is breaking away from paper coupons and getting more into actual sales. The two stores will match each other's advertised prices on dollar amounts only (not on something like 10% off a carseat). Coupons are becoming less interchangable, as well. Please understand that this is a corporate decision, not one the store makes. Also, if you had even the slightest inkling that you would be going to Babies, why didn't you bring the coupons with you? I understand your frustration, but it seems like you brought a little of it on yourself. I know that Toys gave you what was supposedly a definitive answer, but if you were going to ask at Babies anyway, it seems like you should have just taken the flyer along.

Natalie, I am sorry that that happened to you. Sometimes it is not even the company's fault that situations like this happen, it is the particular managers that are on a power trip that don't take care of their store guests. Usually when an item, such as a car seat, is only carried at Babies vs. Toys R Us, it is because of the pattern. Toys R Us has baby sales to help boost their baby dept sales which extends sales in the rest of the store. But in my experience, we would normally grant use of the coupons from Babies R Us and Babies would allow our coupons (we were across the street from each other, so that situation was often a common occurrence). The one exception would be on the "giveaway" item, because guests would sometimes buy everything else at Babies and then want the free item from Toys, defeating the purpose of Toys offering a free item with purchase in the store. But I know that in my store, sometimes we were pretty leinent, sometimes even returning the major item, reringing it and adding the remaining items in store so that they could receive the free item. And I don't understand why they wouldn't take the 15%, all they would have to do is pick up the phone and call to verify the ad was current and make a notation on the register card of the discount. I don't know how the future "swapping" will work since the two stores split last year and Toys R Us was bought by a private company. I don't blame you for not wanting to shop there anymore, they have lost alot of the magic that Toys R Us once carried and have become alot more "corporate" then they used to be.