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Toys R Us Gripe

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Hey guys, I went to toy r us over this past weekend, and I was asked to leave my backpack behind the counter for security reasons. I was and am still pissed about it, kind of a crappy way to treat a loyal customer of almost 30 years. I was so unhappy about it, I wrote out an email, but have yet to send it. I wanted to ask what you guys thought before I sent it. Like maybe I am just making something out of nothing or maybe I am being out of line. Anyways, here is my email, let me know what you guys think:

 

To Whom it may concern:

 

I want to start by saying "I don't want to grow up, I'm a Toys R Us kid!" I can still remember those commercials playing on Nickelodeon, and I remember the rush of excited I'd feel from seeing a Toys R Us bag. I guess what I am getting at is that I am a loyal customer, I have been for many years, pretty much as far back as I can remember, so for almost 30 years. I never outgrew going to your stores, since I am also an avid toy collector and video game player. I have spent thousands of dollars at your various stores and have been given too many Jeffery dollars to count, so I want to be clear I am very much a fan of how I have been treated at your store until recently.

 

A few years back, I went to your store here in Gainesville, Florida, pretty much the only TRU around. I had been to this store many, many times and never had problems. I ride a motorcycle, so, if I want to buy anything from your store, I need a bag to carry it home in. I had been to that store many times with my backpack and never got hassled (usually because I stop by on my way home from work and I dress in a professional manner with shirt and tie) This time I was in normal jeans and t shirt and upon entering your store, was asking to leave my bag at the front desk. I was surprised since I always take my backpack with me to larger stores with pricier merchandise and had never been asked this (Walmarts, Targets, Best Buy, Grocery Stores) I gave it up, but was not happy about it. So a week or two later I went back, same regular attire and again was asked to leave my bag. This time I was very upset by the implication that I would be stealing and asked where it said I wasn't allowed to have my bag. The woman told me there was a sign out front for it, so I stepped out, confirmed there was no sign for this, and told her so. I said I had come there for years and never had that problem, and if I had to leave my bag at the front I doubt I would buy anything. She said she would have SOMEONE ESCORT ME in the store, like I was a criminal. I left, very angry that day and decided to buy mostly online and at other stores from that point on.

 

Slowly over time I started to go back to that store, but didn't take my backpack for fear of practically being called a thief. Well I started to get comfortable enough again to bring my bag along, since like I said I need it in order to buy anything larger then a videogame. So for well over a year now I have been back regularlly, atleast twice a month if not more, to buy games and action figures, which can cost anywhere between $50 and $100 a visit with the high cost of plastics these days. This past Saturday, 9/10/11, I was at your Gainesville location (in my regular shirt and jeans and not the shirt and tie I normally wear) and was told immediately I could not have my bag in your store and I needed to leave it at the front. Honestly, with all the new Thundercats toys that have been hitting your shelves, I have been spent well over $200 in my past two visits alone, so I was pretty insulted with the implication that I would be stealing something. I can overlook the fact that EVERY employee would stare at me with my bag on in the isles, especially since I would take a little longer in some isles since, like I said, I collect, so I am making sure what I am buying is what I want and need for my collection. I can be cool with that, sure, since I will be walking up to the register with everything in hand and have nothing to hide, but after being called out over this bag policy (which there is STILL no mention of on the front door, see attached image) I am done with shopping at this location.

 

I don't ever complain to "corporate" or anything like that, never the squeeky wheel, always understanding of the rules, but this backpack thing is insulting. Are women asked to leave their purses at the front desk? Are mothers with children in strollers told that the stroller is not allowed? What about all those other times I come with a tie on and am never asked to leave my bag? How come I am getting called out if I dress in casual clothes versus business attire? I am very disappointed with this, and it will be inconvenient for me to have to shop at other stores and it will cost me more to buy things online with shipping (I wont buy from tru.com not either), but I will not feel like I am being looked at like a criminal. It's very shoddy to pick and choose when this so-called policy is going to be implemented, especially if it is dependant on my personal attire. I am very insulted by that stores practices and I do hope that something is done or said.

 

I really feel let down by you guys, I know you are a corporation interested in making money and sound financial choices, but this one is a mistake. I have never stolen a dime in my life, I am a grown man, nearly 30 years old, I work hard at two jobs and support myself and a loving wife and god willing, children too. I don't plan on returning to your stores because of this selective policy and I hope your stores either post clearly that backpacks are to be left at the front (which I nevermind doing if it is a posted policy) or decide a better way to pick and choose who looks trust worthy and who doesn't. I can't think of any other store I have visited more

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Might as well send it since you made the effort in writing it...

 

It was one of those deals where I was just stewing on it, so I had to actually write something out to get it out of my system. I plan on still sending it, but I wanted to know what yall thought.

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Your better then me, I would say let the employee walk with me. Hell ask for the cutest employee you see...lol.

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you are in the right to complain. how many women are asked to leave their purses (some of them HUGE) behind. And, since the merger with Babies R Us, you know how much merch a mom could cram in diaper bags and baby carriers?

 

I worked at a TRU...I know that Moms are their biggest demographic...but thats no excuse to treat other customers any differently. Especially with the security cameras and anti theft sensors at the doors, and the score of red-shirted employees that are supposed to be attentive to people on the floor for the sake of customer service, the suspicion is not warranted.

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Thanks for the replies guys! I have sent it off to be read, pretty much exactily what was written, though I did add that there was about $300 worth of merch coming out this month that I won't be buying from them.

 

featofstrength - I worked at that same TRU that I am complaining about (I worked for a day and quit when I first moved here 7 years ago, didnt think it was worth mentioning) and I know about the insane about of cameras they have and that there is always someone watching.

 

BTW, if I was stealing stuff in my bag, then I wouldn't have room for the stuff I purchased in the first place... just a little food for thought.

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While I feel your not in the wrong & your unhappy w/their service, you should voice your opinion. I used to work at a mom/pop store and we had our rag tag sign posted (to which no ever payed attention to it) for larger bags you must yada yadda & were not responsible for any gold, ipod prototypes, or babies you leave in said bag & I gotta say numerous times I was spit at, yelled at, confronted to the point of fists, throwing gum, water, fits, telling me to go to the nearest approximation of Hell, eat feculent & or expire, or put my various comments up into my obese rectum......all because I asked nicely at first & it seemed I was the default security (mainly because of my big & delicious size)....I worked in a lovely neighborhood full up with roving bands of wannabe gang members, zombie groups of meth-heads (what does one call a group of zombies? a gaggle, flock or heyyyy a murder of zombies?hahaw) looking to steal or smoke anything that isn't strapped down, various hookers taking used makeup & funderwear that traveled thru like they were on tour with the circus(they stayed at the classy motel cross the street), low income folks who really needed that VCR stuffed down their pants (I've seen some of the damndest things) and finally the regulars who came in everyday & smiled asking me how my imaginary children where doing? (used to explain my toy collection) certain Regulars were normal people w/good jobs & money but just felt the need to take things that they felt they were owed ( I usually asked them why?) because we didn't offer sales or great deals or we wouldn't sell it to them w/out a price tag. One of my fondest memories was a guy who stole an entire stereo set and walked away before anyone realized it, it was super busy that day & no one really noticed of course, I yelled "stop him he's slowly getting away".......Now I dunno about you dudes but I've had my year round tan my whole life ( I am a minority) & I've been followed, checked out, called out, & patted down by numerous securities & managers over the years, even when they do a price check they seem to call 5 different agencies (recent ex. at Terrget my GF & I both purchased POC figs that weren't in the system, she (passes for Caucasian) got hers at 6$ for me they called 2 different people to check on the price of 7.99 which I quoted them) butttt I've gotten used to it & I understand people have to do their jobs, & if they ask nicely w/ a smile its easier to comply, than if it sounds like a threat or they go right to threatening to call the Man, yes its sad that we get judged on how we look or are perceived but it is the world we live in buttt the less friction the better, I dunno what made them come down on you, just remember they have a minimum waged job to do & stealing is up due to the economy. If they ask nicely then its prolly no biggie......but there's also a time to not be nice......don't worry I'll let you know when that is.....@sun@

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pretty ridiculous even if you stole the scanners would read the items in your bag and you would be caught with them. I think you should send it considering they had no sign in front of the store

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yeah im sorry i dont see the problem with leaving your bag at the register. if its their policy then you have to follow the rules. the only way i can see you having a point to be mad is if they asked you and not another person that walked in after you.

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I would NEVER bring a back pack into any store.Hell security would waatch you like a hawk.These people don't know you to them they see somebody who could stuff something is his back pack.

 

Don't take it personally

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I would NEVER bring a back pack into any store.Hell security would waatch you like a hawk.These people don't know you to them they see somebody who could stuff something is his back pack.

 

Don't take it personally

He doesn't have a choice though as he mentioned that he rides a motorcycle. If he buys more than one figure, he's gotta put them in something if he plans on driving home with them.

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yeah im sorry i dont see the problem with leaving your bag at the register. if its their policy then you have to follow the rules. the only way i can see you having a point to be mad is if they asked you and not another person that walked in after you.

Like I said, I've got no problem doing that at a different store that has this rule posted. If I came into your comic shop and you had a sign posted, I'd hand it over with a smile. The sign outside of TRU says what is not allowed in the store, it says no food, no drinks, and no smoking (which I thought was kind of odd) Nowhere is it posted that I can't have my bag. There needs to be something posted, otherwise it's kind of a random policy that applies sometimes, to certain people.

 

I would NEVER bring a back pack into any store.Hell security would waatch you like a hawk.These people don't know you to them they see somebody who could stuff something is his back pack.

 

Don't take it personally

See but I ride a motorcycle myself, my wife uses the car for what she needs to do, so I don't have anyway of taking anything home, short of opening up a bunch of toys right outside the store and stuffing them in my pockets. I've got no beef with being watched like a hawk, go for it, Ive got nothing to hide, but it's not a busy store, the employee to customer ratio is looking even by the time I can get there at 7 pm or at 1pm during a lunch break.

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Like I said, I've got no problem doing that at a different store that has this rule posted. If I came into your comic shop and you had a sign posted, I'd hand it over with a smile. The sign outside of TRU says what is not allowed in the store, it says no food, no drinks, and no smoking (which I thought was kind of odd) Nowhere is it posted that I can't have my bag. There needs to be something posted, otherwise it's kind of a random policy that applies sometimes, to certain people.

 

I would NEVER bring a back pack into any store.Hell security would waatch you like a hawk.These people don't know you to them they see somebody who could stuff something is his back pack.

 

Don't take it personally

See but I ride a motorcycle myself, my wife uses the car for what she needs to do, so I don't have anyway of taking anything home, short of opening up a bunch of toys right outside the store and stuffing them in my pockets. I've got no beef with being watched like a hawk, go for it, Ive got nothing to hide, but it's not a busy store, the employee to customer ratio is looking even by the time I can get there at 7 pm or at 1pm during a lunch break.

 

 

Ok I can understand that but if they hold your bag its not all that bad.They possibly have been hit with theft since there are hardly any employees around

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Like I said, I've got no problem doing that at a different store that has this rule posted. If I came into your comic shop and you had a sign posted, I'd hand it over with a smile. The sign outside of TRU says what is not allowed in the store, it says no food, no drinks, and no smoking (which I thought was kind of odd) Nowhere is it posted that I can't have my bag. There needs to be something posted, otherwise it's kind of a random policy that applies sometimes, to certain people.

 

I would NEVER bring a back pack into any store.Hell security would waatch you like a hawk.These people don't know you to them they see somebody who could stuff something is his back pack.

 

Don't take it personally

See but I ride a motorcycle myself, my wife uses the car for what she needs to do, so I don't have anyway of taking anything home, short of opening up a bunch of toys right outside the store and stuffing them in my pockets. I've got no beef with being watched like a hawk, go for it, Ive got nothing to hide, but it's not a busy store, the employee to customer ratio is looking even by the time I can get there at 7 pm or at 1pm during a lunch break.

 

 

Ok I can understand that but if they hold your bag its not all that bad.They possibly have been hit with theft since there are hardly any employees around

Why don't I just let them hold my balls too?

 

 

Sorry, it just seemed so appropriate to say there. Really I understand how you feel about it, and this is why I wanted to get others opinions. The ratio, it seems, is usually an employee for every customer, and that isn't including all the employees that scurry around in the rafters and unload the trucks on the docks. That's pretty good, have someone stare at me intently through the camera's, I am always extra sure not to put my hands in my pockets or to look like I am trying to conceal something. Oh well, we will see what corporate has to say.

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Two things, first line should probable read excitement instead of excited. Second I would add that you bring your bag in so it isn't stolen. Now after that, I would just leave the bag. No biggie if they make everyone do it. If you aren't asked when you dress nice, I'd have an issue. Shoot I'd ask how I know your employees aren't gonna steal from my bag.

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Plus the fact I have worked in retail over 25 years I know what happenes

 

Hey as long as you have customers, you'll have thieves, that's a fact. I remember working for this dive hole in the wall comic shop when I was 15 (the dude ALWAYS tried to pay me in comics, like I can put that in the gas tank) and I remember him telling me to watch these two kids closely. They were black, and I could tell right away how differently he treated them. Really he should have been happy ANYONE was there to buy comics, instead of staring these kids down and having his crotchety old dad chase them out of the store. Just seems like rule number one should be making the customer feel welcome, infact I got this reply as soon as I sent me letter:

 

Dear Valued Guest,

 

Thank you for contacting Toys "R" Us. We have received your e-mail

message and appreciate your feedback, as it helps us to continually

improve our service. Our number one priority is to provide a fun and

convenient shopping experience for all of our guests.

 

One of our guest service representatives will reply to your inquiry

shortly. If you need to speak directly with our Guest Service

Department, please call 1-800-ToysRUs.

 

Again, thank you for your comments. We look forward to serving you in

the future!

 

Sincerely,

"R" Us Corporate Guest Services Team

 

" Our number one priority is to provide a fun and convenient shopping experience for all of our guests" this part rings out to me. This is pretty much the problem, I don't feel welcome or I feel singled out if I am there with my bag. The only reason I didn't vocalize how pissed I really was is because I don't want to be "that guy"

 

And yes Bigbot, if they threw up a sign, sent me an email saying "hey, our bad, we posted a sign so you arent caught off guard, thanks for shopping" I'll be cool with it.

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How do they know you aren't some nut job a with bomb? Not saying you are but they don't know that.

 

Yeah, but you cant treat customers that way, you can suspect it all you want, hell keep an extra eye on me then!

 

And if it was a bomb, they would be stupid for wanting to grab it and place it right beside their feet. It could still totally go off.

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I don't see the importance of a sign. Would you not come in if you saw the sign? They ask you to leave the bag the first thing while you walk in, it's not like you are inside the store and they track you down in the aisle and take your bag. My store is going to be by a school I'm going have all the kids leave their bags at the front.

 

I go to a used book store that is next to a comic store. I usually go to the comic store first then the book store. Every time I go to the book store they ask people to leave their bags/backpacks at the door. No sign nothing they just ask as you walk in and I have no problem leaving my comics the while I browse around.

 

You might as well complain about tsa agents in the airport feeling up on people or going thru the body scan. Are you a terrorist? Do you look like one? No but you Go thru it cuz it's part of the rules. Are going to stop flying because of it?

 

I think you are being a bit over top about it.

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I can see why you don't like to leave your bag.... but I also find no real fault in TRU for asking you to leave it behind the counter.

 

I think you are just taking things personal. It's not like the employees know that you are a good guy that would never steal their stuff... they are just acting out a store policy.

 

don't take it personal. they aren't calling you a thief

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I don't see the importance of a sign. Would you not come in if you saw the sign? They ask you to leave the bag the first thing while you walk in, it's not like you are inside the store and they track you down in the aisle and take your bag. My store is going to be by a school I'm going have all the kids leave their bags at the front.

 

I go to a used book store that is next to a comic store. I usually go to the comic store first then the book store. Every time I go to the book store they ask people to leave their bags/backpacks at the door. No sign nothing they just ask as you walk in and I have no problem leaving my comics the while I browse around.

 

You might as well complain about tsa agents in the airport feeling up on people or going thru the body scan. Are you a terrorist? Do you look like one? No but you Go thru it cuz it's part of the rules. Are going to stop flying because of it?

 

I think you are being a bit over top about it.

 

Perhaps, and thanks for the perspective, as someone opening a comic shop, I am sure you have feelings towards this topic. I don't fly, but I imagine I wouldn't be comfortable with the TSA check points, and I probably would make other arrangements if it bothered me enough. If I don't like it, I don't play ball, simple.

 

Like I said, I have been to places here with my bag that had the sign when I walked in, and usually they say it before I make it passed the door, so I really don't have a problem with it. But I go to this TRU often, twice a month atleast, and, for the longest stretch, nobody said anything to me. The first few times I started to come back, I expected it, but it didn't happen. So, to spend $200 bucks on extra stuff, not food or anything I need, in like two weeks at a store, then have that same store tell me I cant have my bag, is a little insulting. I was half way to the action figures this last time, I made it past the customer serivice desk then I walked back around to the figures when the girl came whizzing up to tell me.

 

I dunno, just kinda lame to spend a lot of extra money with a company, and then have the company call you out in front of people, like I was trying to sneak something by or get away with something.

 

Take care of your larger clients JJ, it will keep them coming back. I know when I was a kid, my parents didn't spend $200 at a toy store unless it was christmas, so I think my spending habits there are a little higher then most of their customers. Guess I expected more, silly me hu?

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yup people get pissed at me when i ask them for ID but you know what unless you are there everyday when I deal with 50-100 people in an hour I am not going to freaking remember you lol

 

@loll@

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