MY LETTER

Hello, my name is Trevor Hopkins and I wish to strongly complain about recent service by your online store.
On Thursday the 3rd of March I placed an online order for your ‘Transformers: Platinum Edition Trypticon’ product that you had on sale for $70.
24 hours later I received an email saying that due to there being insufficient stock in your warehouses my order had been cancelled. Please see below:

Hi Trevor,

Thank you for choosing to order with Toys“R”Us Australia.

We regret to inform you due to high demand we have been unable to fulfil your order for the below item:

Order # ********
SKN: ***** Transformers Platinum Edition Collectible - Trypitcon
Quantity Ordered: 1
Total Value of Items: $69.98
Delivery: $22.00

Total: $91.98

As we are unable to locate stock of the above in our warehouses we will need to cancel the above item from your order.

We are now processing a refund for the total amount shown above back to your original method of payment.

You will also receive another Cancellation email that is generated through our system, please just disregard this email and refer to the information below for the refund period.
Please allow 3 to 5 working days for the funds to be credited back to your account.

We understand your frustrations with this matter and sincerely do apologise for any inconvenience caused.
Should you have any concerns regarding this matter, please do not hesitate to contact us.

Kind Regards,

Toys "R" Us Australia Online Support

I have since learned from multiple sources that not only did your company honor online orders for this product that were placed after mine, but have even continued to sell the product in question in stores at the reduced cost (there have been rumors that such a drastic reduction with this product [down from $400 to $70] was an error on the companies behalf that you are trying to backpedal on) when customers have taken the product to the checkouts and demanded the reduced price. I can provide links and pictures if proof is required confirming these facts. Am I to be bunked of a good deal simply as I live a 5 hour drive from the nearest TRU and cannot go into a physical store?

This is not good enough, and sadly it is not the first time I have been burned by the TRU online sites (though last time it was your American branch). I ordered and paid for a product in good faith to only have it cancelled a day later with an excuse which has been proven to be completely false. Frankly, your stores do indeed have the product and you made a commitment to sell ‘Transformers: Platinum Edition Trypticon’ to me for $70 which you have reneged on under false pretenses. Appalling behavior for an international company and in breach of Australian Consumer laws. Once again, I can provide links if required. Not only this, but your online store has since had the cheek to send me junk emails promoting products and trying to solicit purchases from me after this debacle! Instead of sending me emails trying to get me to buy products I don’t want, shouldn’t your company be trying to get to me the product that I ordered in good faith and appears you could find with a modicum of effort?

I ask that you honor your stores commitment, or I shall have no hesitation in taking this matter further through the proper agencies.

Regards,
Trevor Hopkins


THEIR RESPONSE

Dear Hopkins,

Thank you for your email.

There was an error in our system that significantly reduced the price of the product. We have tried to honor the error and ran out of stock. When you placed your order, it went to one of the stores to get stock. Since the store that the order went to didn't have enough to fulfill the order, it bounced around to other stores and unfortunately there was no more stock to complete the order. Since then, your order has been cancelled and refunded. According to our terms and condition found on our website:

"We may reject Your order in Our absolute discretion (including, without limitation, where any Product in the order is not available, if there is an error or omission in the price or description of the Product on the Site or payment in respect of the order is unable to be processed). If We reject Your Order, We will endeavour to notify You within a reasonable time. We will send You an email confirmation of each order accepted by Us. We may cancel the whole or any part of an order (including any orders that We have accepted) at any time without any liability to You if: (a) any Product in the order is not available; (b) there is an error or omission in the price or description of any Product in the order on the Site; (c) We reasonably believe You are in breach of any term or condition of this Agreement; or (d) payment in respect of the order is unable to be processed."

Thanks

Kind Regards,

Chrissandra - Toys "R" Us Australia Customer Service