Toys R Us Review

Overall Rating

Cashier that served me was friendly.

Hello, below is an e-mail that I have sent Toys R Us:

Thought I would email you to hi-light a problem with one of your stores. The store in question is the one located in Cribbs Causeway. I have been here twice now and on both occasions have received extremely poor service. As a result I will no longer shop there and I am currently debating whether to try and find websites that review shops to outline how bad it is to other consumers. On the first occasion the store was busy and I was waiting at the customer service desk and the store manageress, although making eye contact with me several times, ignored me and didn't come to help me or get some one to help me. Instead she made sure that the tills were full of change and that the people at the tills were looked after, clearly showing me that if you spent money, you came first and if you wanted some assistance, then tough, it's all about taking the money. I waited there for 20 minutes and no one came to help me, the result was I left the store and spent no money - lost sale. When my mother in law went to ask for some help the manageress said that she was not trained in the baby section and we would have to wait as the person who was trained had called in sick. The next time I was at the store in question was this evening, only 1 person on the till, now, baring in mind that the queue for the till is 15 people deep, I asked the 3 members of staff that were chatting to each other, if there was anyone else who could help, I was told "No, she is the only one who is till trained, the others have rang in sick today". Now does that mean that if the cashier had rang in sick as well there was no-one who could use the tills and that the store would close for the day or maybe that the management could not use the tills or train up other members of staff? As it happens, someone else did come onto the tills. Again the management came over, this time the day manager, and filled the tills full of change, not even acknowledging the queuing customers who were showing signs of annoyance, or giving the littlest hint of customer service. He didn't even get on one of the 3 tills that were empty to help out and reduce the queue, no, he just strolled off back to his office! To make matters even worse, when I paid for my item, it took just over 10 minutes for someone to come out of the stockroom with my item. 10 minutes where I just stood there, waiting. Not even a "It won't be too long now", nothing. Now on both occasions, the service in the store has been extremely poor and has left me with a feeling that, shall I shop there again? Clearly this needs addressing as it seems the store management are incompetent at running a store, and even more incompetent at basic customer service skills. I am also extremely shocked that your management's attitude of either not being bothered or not being trained to use all departments and all store facilities. I would appreciate a reply to this.

I will never shop at this branch at Cribbs Causeway again. I would rather pay the p&p and shop on line.

Members' Comments ongarethdwilliams's Review

• Helen of Troy on 9th Nov 2006

  Did you ever get a reply Gareth? I visit Cribbs Causeway often, but I have not been to Toys-R-Us, only the Mall. I was thinking of paying a visit to Toys-R-Us for Christmas presents this year, but maybe I will go to the one in Plymouth instead. That's a great shop!