Buyers be careful: Exchanging goods at Toys R Us

[keninhk]

Has anyone exchanged tried exchanging goods at Toys R Us (TRU)?

My recent case is involving an exchange of a unwanted present without reciept, however the item is a definite purchase from TRU. Amazingly the store manager has not got authorisation to do this transaction and needs to refer case to their head office.

- The feeling is that they will not exchange the goods. Anyone have had experience on this? I'm waiting for the head office rep to call...

 

[marie313]

hong kong is a nightmare for this. i tried to exchange some baby clothes from H&M that still had the tag on them, but no receipt (i just wanted to change the size as i bought the wrong one) and it was a massive hassle. they did it in the end, but only because i had a big girly tantrum! (i had only recently had a baby, and was by no means in a stable or reasonable frame of mind!).
The lesson learned from this - always keep reciepts!

 

[keninhk]

Wish I did, as I explained to the TRU store manager that it was a present and only want an exchange. Wonder why even in that position they couldn't process this simple void-exchange transaction?

Also checked with friend, and he doesn't mind I return it... So that part's alright

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[shwetakhanna]

Toysrus do not exchange without a receipt, even if it is one of their exclusive brands. The reason they gave me once for this was: 1. prices of toys in the store keeps on changing (which is true) and 2. They have a few toys on clearance , which are at very reduced prices, so without receipt it is very difficult for them to know the actual amount paid for that toy and so they do not exchange.
With the receipt it is never an issue, even if you have opened the toy.

 

[Bombi]

I feel it is a false excuse, without receipt TRU could allow the exchange at the lowest price in the market. Thus if the item went on sale they could apply the discounted price

 

[sdp_1985]

its always difficult without invoice...

 

[elle]

Has anyone exchanged tried exchanging goods at Toys R Us (TRU)?

My recent case is involving an exchange of a unwanted present without reciept, however the item is a definite purchase from TRU. Amazingly the store manager has not got authorisation to do this transaction and needs to refer case to their head office.

- The feeling is that they will not exchange the goods. Anyone have had experience on this? I'm waiting for the head office rep to call...

While irritating and unfortunate, this is a very common practice amongst retailers in HK, and I wouldn't single out Toys R Us as the worst offender as many shops make it very difficult even with a receipt. Very likely that the shop manager doesn't have the authorization to do the exchange. Just today i noticed a big sign at the till at B2B stating no refunds, returns or exchanges. It is one of the things that really bothered me about HK when I first moved here, given the very generous refund and exchange policies of most retailers where I am from. You'll eventually get used to it.

 

[keninhk]

If it was a smaller, standalone brand, I'd totally understand. Other big name brands will often exchange without reciept (H&M, M&S off the top of my head), even if it has been discounted since brought, they would simply exchange with the lower price. Which is why I'm surprised at the TRU store staff needing head office 'approval' and having the consumer wait.

Anyway hoping for good news next week!

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[keninhk]

Had a weird request from the customer service people from TRU HK head office.

They wanted to know the:-
1) day of purchase
2) store purchase was made
for the recieved present. I have told them a made up date as who in their right mind would remember date purchased. I actually said to the CS rep, do you remember what you had for lunch today?

How hard is it to return item to inventory/shelf and credit the amount to a different toy? The present has not even been opened from the original packaging.

Feel like they are going through the motions to 'justify' non exchange just like in 'shwetakhanna' case. They will check the date against transactions records and get back to me... hopefully this week.

 

[keninhk]

Sorry this is long winded as it is turning into a sad joke now... Amazingly, just got off the phone with a supervisor. The original CS rep passed it over because she cannot seems to process the case anymore.

Reply recieved was, they see transaction records matching the gift barcode, store location and date to my present showing on their records, BUT they cannot be sure that any one of those were my friend buying the present...

I am absolutely disgusted by this response. Now that I entertained the backwards TRU returns policy over the pass two weeks it is about TRU head office changing the rules to fit whatever suits them to steamroller over any reasonable exchange request from a consumer.
I have asked the supervisor to refer case to her manager, to which she replied it will take upto two weeks to recieved the callback.

Does anyone have any solutions, besides gifting someone else with the unwanted present? Email addresses of senior Fung Group or Corporate US TRU executives that can resolve this simple return and exchange case.

What is my (limited) consumer rights, legally, in this case?

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