An Open Letter to the CEO of Toys ‘R Us Canada


Dear Sir,

Thank you for the phone call I received from your Head Office in Mississauga regarding my recent poor customer service experience at one of your Toys’R Us stores. It was very kind of your representative to lay out the following policies for me. Since some of my readers may not be aware of these policies that Toys’R Us has in place I thought I’d help you by spreading the word.

  1. 1.  Toys’R Us has a 45 day return policy. This is clearly stated on their receipts. The item must be in the same condition as when it was purchased. The gentleman on the phone was kind enough to explain to me that because I had opened the box, the Diaper Genie was no longer considered to be in the same condition as when I bought it. I explained that I had just returned an item that had some stitching coming out of it that I had already opened and had no issues. I was told that was different because the item was defective. I explained that the Diaper Genie was also defective. The gentleman on the other end of the line explained that was not the same thing.

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