Shameful Practices of Toys R Us

[dirge]

I suspect that many corporations have done some research to decide if the extra expense required to either more effectively train staff or hire more qualified staff most likely does not result in a proportional increase in revenue, and thus, the law of diminishing returns quickly applies.

True enough. Many of us are voting with our wallets as far as TRU is concerned, and making a habit of dealing with a competitor is the most powerful statement a consumer can make.

I suspect TRU make their money on large margins and low staff costs, and they're entitled to do so. Big W (as an example) on the other hand have lower prices and while the margins are likely to be lower, they rely on a larger net sales volume to make their money. Each company will make their business decisions, and will live and die by those.

You've only got to look at how much traction JB HiFi has made in recent years to see how these decisions can affect the fortunes of a retail chain.

A deep catalogue and low prices - even on the deep catalogue stuff - have done wonders for their CD/DVD base. On the other hand, Brazin (owners of Sanity & Virgin, as well as Bras & Things) bought HMV a few years back. They promptly cut away the catalogue depth and have since then HMV stores have been closing at an alarming rate as they can no offer the deep range of stock. Consumers will check JB HiFi first because 1) they have a broader range and are more likely to have the item desired and 2) the perception is that their prices are lower anyway.

[nettie!]

Target's extra effort gains my loyalty in effect.

see. that's cos i'm awesome lolol

[1AZRAEL1]

True enough. Many of us are voting with our wallets as far as TRU is concerned, and making a habit of dealing with a competitor is the most powerful statement a consumer can make.

I suspect TRU make their money on large margins and low staff costs, and they're entitled to do so. Big W (as an example) on the other hand have lower prices and while the margins are likely to be lower, they rely on a larger net sales volume to make their money. Each company will make their business decisions, and will live and die by those.

You've only got to look at how much traction JB HiFi has made in recent years to see how these decisions can affect the fortunes of a retail chain.

A deep catalogue and low prices - even on the deep catalogue stuff - have done wonders for their CD/DVD base. On the other hand, Brazin (owners of Sanity & Virgin, as well as Bras & Things) bought HMV a few years back. They promptly cut away the catalogue depth and have since then HMV stores have been closing at an alarming rate as they can no offer the deep range of stock. Consumers will check JB HiFi first because 1) they have a broader range and are more likely to have the item desired and 2) the perception is that their prices are lower anyway.

Good point on JB Hifi, I normally go there because they stock on a huge range of music that I am into, that other stores don't get. Alot are imports and sometimes a little on the expensive side, and I expect to pay more on them but I have found a few good cds that I have never seen anywhere else, and most likely will never again. Rare cds of not well known bands and such. I hate importing cds, they do it for me

[d*r*j*]

True enough. Many of us are voting with our wallets as far as TRU is concerned, and making a habit of dealing with a competitor is the most powerful statement a consumer can make.

I suspect TRU make their money on large margins and low staff costs, and they're entitled to do so. Big W (as an example) on the other hand have lower prices and while the margins are likely to be lower, they rely on a larger net sales volume to make their money. Each company will make their business decisions, and will live and die by those.

You've only got to look at how much traction JB HiFi has made in recent years to see how these decisions can affect the fortunes of a retail chain.

A deep catalogue and low prices - even on the deep catalogue stuff - have done wonders for their CD/DVD base. On the other hand, Brazin (owners of Sanity & Virgin, as well as Bras & Things) bought HMV a few years back. They promptly cut away the catalogue depth and have since then HMV stores have been closing at an alarming rate as they can no offer the deep range of stock. Consumers will check JB HiFi first because 1) they have a broader range and are more likely to have the item desired and 2) the perception is that their prices are lower anyway.

Yeah I kind of agree. I think the thing with the cds is that importing laws were changed and that changed the whole $29.99 rrp that the industry had established. Also the technology took some time to take off and is now almost redundant... so they are strengthening their presence in the electronics part of the market.

There are a couple of points here with regard to TRU (Australia)... I don't think they want toy collectors as customers, G1 coloured Jazz was $50, sure it was an exclusive and it sold... but come on. I believe they want to concentrate on selling to parents, that's why the 'nappy' strategy and the fact that I get way more babies'r'us than toys'r'us catalogues in the mail. It just makes sense.

[d*r*j*]

Good point on JB Hifi, I normally go there because they stock on a huge range of music that I am into, that other stores don't get. Alot are imports and sometimes a little on the expensive side, and I expect to pay more on them but I have found a few good cds that I have never seen anywhere else, and most likely will never again. Rare cds of not well known bands and such. I hate importing cds, they do it for me

I don't go to music stores that much anymore... I find much more variety online than any store could provide, and would probably find much, much more if I wholely accepted the digital medium. Are you into black metal?

[dirge]

There are a couple of points here with regard to TRU (Australia)... I don't think they want toy collectors as customers.

Perhaps. Either way, I still question how little support is given to their staff. If I was a customer after a specific item for my child's birthday and went to TRU for assistance, I would be thoroughly unimpressed by the complete lack of knowledge the staff have. The answers such as, "We're not getting another delivery for weeks" and "We don't know what we're getting till it arrives" (both of which I have received) would not inspire confidence. I'd be spending my money elsewhere, where I felt that the employee was willing to (okay, able to, but it's perception that matters here) take ownership of my query.

[1AZRAEL1]

I don't go to music stores that much anymore... I find much more variety online than any store could provide, and would probably find much, much more if I wholely accepted the digital medium. Are you into black metal?

That I am indeed, how can you tell?
(My avatar is of Abbath and Demonaz of Immortal)

True you can find more variety on the net, I have ordered cds on the net before (from amazon) and it was a bit of a hassle.
I also order some cds through stores, I did it with Lordi's first 2 albums (before they made it big at Eurovision)

And as for the digital medium, I prefer to have the cd in hand, even though I don't use them often. More for the value of having the original cd music rather than downloads.

[1AZRAEL1]

Perhaps. Either way, I still question how little support is given to their staff. If I was a customer after a specific item for my child's birthday and went to TRU for assistance, I would be thoroughly unimpressed by the complete lack of knowledge the staff have. The answers such as, "We're not getting another delivery for weeks" and "We don't know what we're getting till it arrives" (both of which I have received) would not inspire confidence. I'd be spending my money elsewhere, where I felt that the employee was willing to (okay, able to, but it's perception that matters here) take ownership of my query.

Much like going to Good Guys or something and them asking you if you need assistance. Yes I know they get commission out of it as well, but they know there stuff.
Even when I have been walking around other stores like Myer (and JB Hifi) looking for something, they ask me if they can help meand they know there stuff.
I will say, Toys R Us are the worst when it comes to not giving a s*** about there customers, in my experience anyway.

[nettie!]

myer and jb hifi have permanent staff ie not just pimpley kids working extended trade.

tru, bigw, kmart, target all have casual employees to work extended trade, and even the part timers (note. there are no full time employees, even managers are considered PT due to the hours worked per week.) are given very little information in regards to delivery of stock

store and receiving and possibly line managers are told when and what is being delivered, they tend to feel that this information is not necessary to anybody else.

if anyone were to come to my layby counter and ask me about deliveries i would think they were a tool, but would suggest they speak to the store manager as no-one else would even consider answering their requests for knowledge that they themselves don't even have.

[d*r*j*]

Perhaps. Either way, I still question how little support is given to their staff. If I was a customer after a specific item for my child's birthday and went to TRU for assistance, I would be thoroughly unimpressed by the complete lack of knowledge the staff have. The answers such as, "We're not getting another delivery for weeks" and "We don't know what we're getting till it arrives" (both of which I have received) would not inspire confidence. I'd be spending my money elsewhere, where I felt that the employee was willing to (okay, able to, but it's perception that matters here) take ownership of my query.

That's my point. They don't want customers with specific queries. In regards to say... Animated when it was big (last christmas)... they had very big displays with leaders on sale. They would prefer you bring little 'johnny' in, ask him what he wants, 'johnny' points out leader 'bulkhead' and says "that one (mummy/ daddy/ grandma etc)" Then either leader Bulkhead is purchased, or 'santa' ducks in later to purchase it.