• Report:  #1066

Complaint Review: Toys R Us - Jacksonville Florida

Reported By:

Toys R Us
Atlantic Blvd. Jacksonville, 32225 Florida, U.S.A.
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On Christmas Eve I purchased a Playstation from Toys R Us which I gave to my son on Christmas day. When he opened the box, the Playstation was severely scratched and damaged. I was a little irritated that Toys R Us sold me a used Playstation, but told my son it was no problem because we could exchange it for a new one. Boy..was I wrong.......

Toys R Us refused to exchange the Playstation because the Playstation in the box is an older model than the box indicates. In fact, the Playstation that I received in the box is not sold at all anymore. So, someone bought a Playstation from Toys R Us, returned the new box to Toys R Us with an older Playstation in it, and Toys R Us put the box back on their shelves to be resold!!! Because this is against Toys R Us policy, the store will not take responsibility for its mistake and give to me what I paid for--a new Playstation. The manager kept reiterating that if he took the Playstation back from me the store can not resell it (even though they already resold it--to me)and Sony will not reimburse Toys R Us since it was Toys R Us' mistake to accept old and damaged Playstation. So instead of Toys R Us taking the loss they are going to make me, the customer and victim take the loss.

In this age of high technology one would think that Toys R Us could check their records and determine that this box had been returned previously and resold. But, they are not willing to do so. I am more shocked than angry (although I am pretty angry) that such a large company would refuse to rectify a mistake such as this and force the end customer to bear the burden. I mean, Satisfaction Guaranteed--what is that all about? Apparently nothing to Toys R Us.

2 Updates & Rebuttals


Electronics Opened

#2UPDATE Employee

Thu, May 22, 2008

I know that it sucks to give a kid an opened present, but you MAY slice open packaging after you pay to ensure that the item works. Bring batteries, a CD, whatever you need to make the product work. Someone may be short with you, but explain that you have had a bad experience. In the case of this PlayStation, it's sad that we live in a world that steals, but always assume that that box is empty or that a product has been used-at any store. Sometimes new employees may put back items that are RGD- returned goods damaged, and sometimes service associates don't check returns. Working in retail has taught me to be a well-informed consumer. Don't leave before you check EVERYTHING inside.


Every item is checked upon being returned, especially electronics.

#3UPDATE EX-employee responds

Fri, November 15, 2002

As far as a database showing that the playstation was returned, Nintendo offers a product registration and has for years, Sony does not. Also, there would be no way for TRU as a company to label every playstation that is returned as it would require the serial number of the item. In order to get to the item, the factory seal would have to be broken on each box. Speaking of which, your box should have been factory sealed at time of purchase. If the item had been returned as you claim, the factory seal would have been broken when you bought it. Therefore, the fault lies with you for not inspecting such a high priced item.

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