Last December I bought my daughter a Lexipad, a kids’ tablet, that had some games, books, and shows on it that she really liked. However, after the second charge, it wouldn’t work any more. I checked it out in the store and it seemed perfect for her. And she loved it! But it didn’t last long, obviously. So, in January I went to the store and tried to get some service regarding it — hopefully an exchange. Because I bought the extended warranty, I was told that I had to contact the manufacturer directly. After several calls leaving messages, and several weeks passing, I gave up and contacted Toys R Us again, this time directly. Here’s the message I sent them:
I bought a Lexipad as a holiday gift for my daughter and tried to exchange or return it at the store. Because I bought the extended warranty they sent me to the manufacturer, who has not returned my calls (it’s a toll-free number that only has an answering machine). I have given up on them, as it’s been so long, and would like a refund. The store won’t help me, so I am wondering if there is someone higher up I can go to for help regarding this. I’ve essentially paid over $100 for a worthless piece of hardware. I am willing to accept store credit for this item.
And here’s the response I received from Toys R Us:
Dear Johanus Haidner,
Thank you for contacting Toys“R”Us regarding our return policy.
We will gladly offer Refunds if within 45 days of purchase date with the original receipt. For a refund, all goods must be unused, in original packaging and accompanied by the original receipt. Where no receipt is provided and the product meets Return conditions a Merchandise Credit will be issued for a value equal to the item’s lowest promotional price within the last 30-90 days. Identification is required for all Returns where no Receipt is provided.
All video & computer software, games, systems and accessories; Apple products, cameras; movies& DVDs must be returned in original, factory sealed, unopened package for a Refund or Exchange.
Opened software, games, Apple products, movies & DVD’s if defective, may be exchanged for the identical title only.
Manufacturer defects for pool, sandboxes, swing sets, inflatable bouncers, trampolines, table top games and battery operated vehicle will be handled directly by the Manufacturer.
If purchased the Buyer Protection Plan extended warranty you would need to contact customer service directly at 1-866-881-0881
Thank you, once again, for contacting the “R” Us Family.
Toys“R”Us Customer Service
I am currently in boycott mode regarding Toys R Us. My kids are aged 8 and 10. So how many thousands of dollars are they going to lose over the years over a $100 kid’s tablet? Please, join me in this. This is the worst customer service I can imagine. They have basically told me to “suck it up”, even though I had explained to them the whole issue with the manufacturer refusing to return my calls both in store and through the message above. I feel that as the retailer they should support the products they bring in, especially when they are making the lion’s share of the profit on the end products.
I have also posted this to FaceBook (see below)…