US: Customer fury after Toys R Us cancels orders

Disgruntled parents protest on social media after retailer reneges on discount toy deals.
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Toys R Us could have landed itself in hot water with its US customers after failing to fulfil money-off orders of some of its top toys.

This year in the ‘States Toys R Us hit the Christmas advertising hard with a string of promotions and special offers, including its 'Fabulous 15 toys' and a ‘Hot Toy Reservation service’.

But after strong resulting sales Toys R Us found itself unable to fulfil customer demand.

While selling out is never an unhappy problem for a retailer, the PR blunder could cost the retailer in the all important trust stakes.

Several anecdotes from customers have been doing the rounds on social media sites, including Toys R Us’ own Facebook page.

Tara Dohn wrote: "I ordered a train table for my son on Saturday for a price of $39.99. The item was in stock for me to place the order but received an email last night that my order was cancelled because the item is no available.

"Had this item not showed in stock for shipping, I would have just gone to the store on Saturday when the sale price was still effective. Now three days later, when the sale is over, I'm told I'm out of luck."

Toys R Us spokeswoman Jennifer Albano responded to the furore: "This week is one of the busiest for online shopping across the industry and is no exception.

"The number of questions to our call center increases proportionately with the increased business."

So far Toys R Us has not pledged to fulfil any orders or compensate its unhappy customers in any way

[Source: CNN Money]

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