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Thread: Letter of Complaint to TRU Online

  1. #21
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    Quote Originally Posted by BigTransformerTrev View Post
    Got the reply today...



    Thoughts?
    A polite formal email that doesn't really tell us much.

  2. #22
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    Quote Originally Posted by kup View Post
    A polite formal email that doesn't really tell us much.
    ...indeed, seems like the standard "Handle The Complaint" template to me with "Insert Product Name/Manufacturer Here" throughout.

    Basically, Trev, TRU has spent 4 paragraphs in reply that amount to "Meh... We made our money" - Sorry mate.

  3. #23
    drifand is offline Rank 6 - Dedicated Member
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    [QUOTE=Sinnertwin;365665]Because they're called Toys R Us, not Transformers R Us. It's the same with Kmart, Target and Big W. QUOTE]

    My issue IS this is a TOY shop, understand this, you are a toy specialist not a place I go for a Kitchenaide, not a place I buy a TV, not a place I buy clothing. compare this to Kmart, BigW, Target.

    And I do not aim at Transformers alone, I have came from Singapore, Malaysia and the States, and trust me, THAT is a Toys R US store. The number of toys I see in the Australian Toys R Us market is embarrassing. I would even say Toy World looked more promising at times.

    This is why I say they are a bad toy store, they did not hold the mp pieces, Skylanders variety was bad when they supposed to have legendary exclusive but I see almost next to none. Limited Bandai Toys, There have been a lot of cool animated toys from Bandai not selling. To me Toys R Us is really not up to scratch to what other countries sell.

  4. #24
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    Quote Originally Posted by drifand View Post
    My issue IS this is a TOY shop, understand this, you are a toy specialist not a place I go for a Kitchenaide, not a place I buy a TV, not a place I buy clothing. compare this to Kmart, BigW, Target
    I was comparing ranges that they carry, because the majority of what we see is sourced from Hasbro Australia and what they have available. Yes, they are a toy store, but you can't expect TRU to cater for each individuals toy preferences. If there was a market large enough for them to do so with say, Bandai, i'm certain they would've by now.


    And I do not aim at Transformers alone, I have came from Singapore, Malaysia and the States, and trust me, THAT is a Toys R US store. The number of toys I see in the Australian Toys R Us market is embarrassing. I would even say Toy World looked more promising at times.
    This is why I say they are a bad toy store, they did not hold the mp pieces, Skylanders variety was bad when they supposed to have legendary exclusive but I see almost next to none. Limited Bandai Toys, There have been a lot of cool animated toys from Bandai not selling. To me Toys R Us is really not up to scratch to what other countries sell.
    Because they don't carry the ranges that you'd prefer? I'm sure there are messageboards from different franchises all saying the same thing. Another issue that needs addressing is the retailer-supplier relationship in regards to merchandise turnover.
    Comparing them to the US market with 874 stores and their buying power isn't a fair representation. If we look locally at Singapore and Malaysia, again, different buying patterns and demographics, what works in one marketplace won't necessarily work in another. Japan's TRU's are no different to us as far as what i saw in regards to TF while i was there

  5. #25
    drifand is offline Rank 6 - Dedicated Member
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    Actually I do expect it to be larger solely because it is a Toy store. Hence the name "Toys R Us".
    The thing is the variety of toys they bring in is not catered a wide spread.
    Is not about my requirements, is about it being a toy store, with that I have walked into Toy world and
    found it more comprehensive on what they hold in general.

    I found myself walking into a Toys R Us like once every 3 months?
    I would disagree with the Japan one because I been there and I immediately know what is different.

    I am not against your theory of what toys r us is in Australia. I am however disappointed as what it is in Australia though.

  6. #26
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    Quote Originally Posted by kup View Post
    A polite formal email that doesn't really tell us much.
    Quote Originally Posted by Hursticon View Post
    ...indeed, seems like the standard "Handle The Complaint" template to me with "Insert Product Name/Manufacturer Here" throughout.

    Basically, Trev, TRU has spent 4 paragraphs in reply that amount to "Meh... We made our money" - Sorry mate.

    Yep, that is what it boils down to pretty much. I mean look at their answers:



    My Question
    1. Why was 'Masterpiece Soundwave' not available for international shipping?

    Their Answer
    Most products on Toysrus.com/Babiesrus.com are available for International Shipping but regretfully there are a few exceptions. Certain products may not be eligible for International Shipping due to import/export laws and regulations. Weight restrictions apply and orders may be restricted by size or quantity. Out of stock products, pre-sale items, lithium batteries that are not installed in items (video game players, cameras, etc.) and consumable products such as food items and liquids are not eligible for International Shipping.

    Translation
    “Here is the list of reasons we may not internationally ship. I am not going to tell you which reason it was”



    My Question
    2. Will you be getting significant numbers of this product in again that can be purchased online?

    Their Answer
    Seeing that the product is Out of Stock on the US website and it has an email me when available icon; it does appear that we might be receiving more in our online inventory. Unfortunately there is no guarantees as to if we will be getting the product, back and if we do how many we will be receiving. Those decisions are up to "Hasbro" the manufacturer of the product.

    Translation
    “I don’t know, I’d have to ask. It’s Hasbro’s fault anyway”



    My Question
    3. If/when released in Australia, will 'Masterpiece Soundwave' be available in large enough quantities that everyone who wants one will have a chance of getting one?

    Thier Answer
    In reference to your third question, It's also important to note that while we do make every effort to offer a wide variety of the hottest new toys and standard favorites, some items sell out quickly and may be removed from the site. This is indeed high demand item, and unfortunately, I can not guarantee that everyone who would like this item will get one. I am unsure of the amount of this product that the manufacturer is releasing. Again, we apologize for any inconvenience this may have caused you.

    Translation
    “I don’t know. It’s probably private company info so I’ll just apologize in advance in case you don’t get one”




    So essentially I got a polite and apologetic answer that really told us nothing.

  7. #27
    drifand is offline Rank 6 - Dedicated Member
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    on the brighter note, there may be fans in US that could not even obtain the piece.

    Now I am starting to be glad I have placed order on the Takara's version as I wasn't confident on the Toys R Us version plus knowing the type of response and what Australian Toys R Us is, I think is not reliable.

  8. #28
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    Quote Originally Posted by drifand View Post
    on the brighter note, there may be fans in US that could not even obtain the piece.
    How is that a brighter note?

  9. #29
    drifand is offline Rank 6 - Dedicated Member
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    Quote Originally Posted by kup View Post
    How is that a brighter note?
    Means you are not the only ones unable to grab this piece. If anything Hasbro and Takara screwed a lot of us over a over demanding toy with only so few stock.

  10. #30
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    Quote Originally Posted by kup View Post
    How is that a brighter note?
    Misery loves company?

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