Toys R Us needs to learn what a confirmation e-mail is

I purchased a lovely red and black 3DS XL on Black Friday from the Toys R Us Canada Website. Then, in my infinite wisdom, I decided that I was too impatient and went out on Saturday morning to get it directly from the brick and mortar store. I figure, since I can return the one I got from online once it arrives, things should be fine, right? (I’ll be out the shipping costs but that’s besides the point. :E)

So after receiving the package yesterday, I got all the paperwork together and headed to the store this morning.

Here’s what you’re supposed to bring as noted in the shipping e-mail and on the packing slip as well:

Easy Returns: You can return an item in any of our store locations across Canada or return directly to our warehouse. Simply follow the steps below for instructions on our return process:

Visit a Toys“R”Us/Babies“R”Us Store

1. Please pack the product in its original packaging.

2. Bring a copy of your packing slip.

3. Bring a copy of your confirmation email.

I brought all of this but was denied a refund back onto my MasterCard. Why? Because the confirmation e-mail I brought wasn’t the one they needed. It was supposed to show the credit card number on it.

I thought for a bit and wondered if I missed an e-mail because the order confirmation one sure didn’t have anything about what card I used or the card number.

Anyway, in my infinite wisdom again and since a line was forming, I opted for the store credit. So now, I am out $200 on my credit card. I suppose I could use all of that for Christmas shopping but I never meant my budget to be that high this year. 😛

Once I got back home, I doubled checked every damn e-mail I got from Toys R Us. NOTHING had a credit card number on it.

Hell, here it is. Sorry for the size but it was the only way to show it on a single page. (It can be enlarged a bit if it’s clicked on though.):

Then I decided to log into my account at the Toys R Us Website.

THERE IT WAS. This is what they’re looking for:

Under Payment Method, it shows the card + last 4 digits. But as the caption reads, THIS IS NOT A CONFIRMATION E-MAIL. It’s a fucking order status on the fucking WEBSITE. If you want people to bring this, you should explicitly state so.

What’s even MORE hilarious is that their Returns & Warranty page under their Help section says the same thing as the information at the bottom of the shipping e-mail but with the added note in the parentheses:

Returning to a Toys”R”Us/Babies”R”Us Store 
To avoid paying shipping to return the item you can bring your purchase to the nearest Toys”R”Us/Babies”R”Us Store. Please bring the following items with you:

	a.	Packing slip
	b.	Confirmation email (This is used to confirm original method of payment)
	c.	Please pack the product in its original packaging

I didn’t check this earlier but if I did, I may have been scratching my head and wondering how they could confirm my method of payment without  it being listed and I would have did more investigation. But hey, maybe they could check via order number or something? Who am I to argue what’s written there?

However, the point still stands that they’re looking for a bloody confirmation e-mail. And why the fuck the payment info isn’t listed in the order confirmation in the first place is beyond me. Maybe it is in the US?

At any rate, I shot off a letter of complaint to them and requested to have my store credit reversed and put back on my MasterCard. Yeah, you can argue that it should be common sense to show something that indicated how the purchased was paid but I followed their instructions to the T and it shouldn’t be my responsibility to hunt down missing information for their convenience. I thought all they would have needed was an order number to verify in the system or something. Well, they wanted the confirmation e-mail and they fucking got it.

Edit: Since I requested that they change the wording in the return policy regarding the term “confirmation e-mail”, here’s a screencapped version of the instructions in case it’s changed at some point.

Edit #2: This is gold. Customer service has reading comprehension issues.

Here’s the message I sent via the “Contact Us” form as quoted by the service agent that replied a few hours after I sent:

Here is the reply. Note that utterly unhelpful it is. On top of that, it’s clear that they just use generic replies:

Thanks for completely ignoring my issue. Gonna reply to it soon.