My MIL and I did our Black Friday shopping online this year. We shopped Toys R Us at around 10 pm on Thanksgiving night to take advantage of the great deals. After more than an hour of trying to complete the order, the payment finally went through. The next day, we found out that my MIL bank had two separate holds placed on it for the same amount from Toys R Us. They had charged us twice. We assumed this was as a result of the issues with checkout and called their customer service department. They told us that it was not a double charge but that there were just two holds placed. What’s the difference? The money was not available for her to use. They assured us that the hold would be removed within 24 to 72 hours. While we were not happy with that response, we accepted it.
On Monday of this week (more than 3 days since the purchase) the hold had still not been removed. My MIL waited to see if one more day would make a difference. It didn’t. Last night (Tuesday night, more than 4 days after the purchase) the hold had still not been removed and the money was still not available for my MIL to use. As a result of this, she has not been able to pay several bills that are due this week. When she contacted customer service (again) she was told that the second hold is always done when a debit card or check card is used and that it is done by all companies that sell online. Falsehood #1. She was then told that this is done to make sure that the money is available in the account. So, it is necessary to have $436 available in order to pay a bill of $218? That’s the first time I have heard of something like that. They spoke to my MIL as if she was a moron and did not understand how banking is done. I’m sorry, we do most of our shopping online and are quite familiar with online shopping and banking. This has never happened in any of our shopping experiences prior to this one. Not even when we shopped through Toys R Us in the past.
The final result of the call last night is that the hold should be removed within 24 – 72 hours. Sound familiar? So far, Toys R Us has been holding an extra $218 of my MIL money for more than 5 days (that’s a total of at least 120 hours so far). The customer service reps that we have spoken with have been unhelpful, untruthful and rude.
We WILL NOT be shopping at Toys R Us again. That includes in store shopping. Any store that values a customer would try to make this situation right, not treat their customers like children or morons.
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