P. R. - December 12, 1999

Problem:
B.D. Reports:
I placed my order on the Toys "R" Us website on 11/22. I ordered two Game Boy Color and based my sons' Christmas shopping around this order (games, accessories, adapters, etc.) I visited the site on a daily basis to check status of my order. It showed it was sitting in the warehouse. I e-mailed them 3 to 4 times a week with the response being the standard form letter. Finally, I called and spent 2 1/2 hours on hold. When I finally got a real person, I was informed that the Game Boys were in stock and would be at my doorstep in 3 or 4 days. Today I received notice that I would not get them. I was told that my order must have gotten "stuck in processing". I've searched fruitlessly for them. They are not to be had. As a result, my children will have some wonderful games and accessories on Christmas morning and nothing to play them on. Is this fair? I ordered early and checked frequently. This is the first order I have ever placed online and it left a really bad taste in my mouth.

K. C. - December 17, 1999

Problem:
I ordered 2 items from Toysrus.com on 11/24/99. I received one right away. When I hadn't received the other within two weeks, I contacted their customer service (30 minute wait on the phone) and they assured me it would be out within 4 days. After 4 days, I checked my order status online. It still hadn't shipped. I called customer service (only 20 minutes this time) and I was told it was shipping that day (at 8 pm) without my even telling them what my order number was. When the order would have arrived if it had shipped when it had been promised to ship hadn't arrived, I called again (40 minutes). I was told that either I could cancel the order or wait it out. They couldn't find any reason why my order hadn't shipped within 3 weeks or do anything to check up on the order or re-prioritize it. I was told that a supervisor would be contacted, but nothing has happened. I have left messages on their web site and only get automated responses. I was informed that the last message I left outlining my problem was too long and I would have to trim it down. Customer service can only tell me that my only option is to either wait or cancel my order. I would like a name, address, or phone number where I could reach someone who cared. As I write this I am on hold with them once again.

I hope that this experience will help other people who are considering ordering from Toysrus.com...DON'T!

Here is an update:
Read the outtake from a recent Reuters article:

Toys R Us Coughs Up $100 for Missed Gifts

Updated 8:03 PM ET December 22, 1999

By Denise Duclaux
NEW YORK (Reuters) - Toys R Us Inc. (TOY.N) is discovering electronic commerce is far from child's play.

The popular toy retailer, which has been relying on its Web site to stave off growing online competition, said Wednesday it is dishing out $100 coupons to some disappointed Internet shoppers who will not be getting their gifts in time for Christmas.

Toys R Us said overwhelming volume prevented it from processing and fulfilling the entire batch of orders placed on or before Dec. 10, its deadline for Christmas delivery by standard shipping.

"Basically e-commerce had a phenomenal year," said a spokesperson for the Paramus, N.J.-based toy retailer. "Due to the volume, Toys R Us has been doing as many transactions as they can, but couldn't get through all the orders."

Toys R Us has notified the affected customers by e-mail, explaining they could cancel their orders for a refund or use 100 Geoffrey dollars, named for the company's giraffe mascot, toward purchases at its retail locations. One Geoffrey dollar translates into one U.S. dollar.