My customer service experience with the Santa Maria Toys R Us has been horrible. It has been difficult to find a customer service representative available in the aisles of the store, and some have been rude or not knowledgeable.
Most recently, I was sold a play structure that had already been opened. I was told that this was the only one in stock but that all the parts were in the box. Since it was my little boy's birthday the next day, I purchased it. I was not given a discount even though the toy had been previously purchased and opened by another customer.
In addition to this, it took me over one hour just to be rung up for this one toy. Several customer service representatives were present but not helping me. A manager finally asked who was helping me.
I filed the receipt in my purse, but was asked to present the receipt only a few seconds later (literally) by the same person who had rung me up to mark off that I was leaving with the product out of the store. I was the only customer at the counter and had remained
by the counter. Was this step really necessary? I had a screaming 2 year old at my hip, who had gone to the bathroom in his pants. I was trying to leave the counter and yet she insisted on seeing my receipt.
When I tried to assemble the toy after getting home, I found that a major part was missing. I called the store to inform them of the missing part and was told that a brand new toy had actually been in stock the very same day I was sold the pre-opened one.
I was told that my only option was to return the product and that they would sell me the new toy. This play structure had already been assembled up to the missing part, and due to safety reasons it is purposely constructed to be difficult to take apart once it has been assembled.
I asked if the missing part could be mailed to me. They said that it was not possible. After much conversation, they finally agreed to contact the manufacturer to mail me the part. A month has passed, and I still have not seen the missing part from the manufacturer. Nobody can track it down. Every time I call the Toys R Us store and the manufacturer, I am shuffled from person to person.
This will be the last time that I shop at the Santa Maria Toys R Us until the customer service greatly improves.