www.toystoreinc.com is not good at customer service

by Rebecca on December 18, 2009

I know I said I’d post during this week only if something brilliant happened.

Well, nothing brilliant has happened.  In fact, quite the opposite.  But I feel I must share my mistake with like-minded consumers out there.  I purchased this dollhouse from www.toystoreinc.com as a Christmas gift for my daughter.

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I received this dollhouse instead.

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While the second is a lovely dollhouse, it is not what I ordered and does not cost as much as I already paid.  Having had many positive customer service experiences in my life, I immediately decided I would call www.toystoreinc.com to see how they would fix the mistake.

There was no phone number on the invoice.

Strange.  So I went on their website.  No phone number.  I did about ten different google searches and could find no phone number.  I did, however, find several dissatisfied customer reviews for www.toystoreinc.com in those google searches.  (If only I had done the google search BEFORE I purchased the dollhouse.)

I found an email address and sent a message.  A real person responded immediately with some clarification questions, and I was sure we were going to have this solved in no time.

It’s now been over 48 hours and I have not heard from www.toystoreinc.com again.  I have sent repeated emails requesting that this problem be fixed before Christmas.  None of my emails have been returned since that first one.  I have left my phone number in every single email and have not received a phone call.  I have asked many times for a phone number, and of course, have not been given one.  Seems incredibly shady to me.

So this post is a two part warning.  1. www.toystoreinc.com is probably not the best place to purchase toys and 2. Make sure to do your research before you make a purchase- a company with no listed phone number, such as www.toystoreinc.com, should not be trusted.  While they did send the dollhouse in good condition and in good time, they are nowhere to be found once a problem arises.

And this post is also a question: How would YOU go about getting either the correct dollhouse from this company or a refund for the difference in price between the two dollhouses?


Sarah Baker December 18, 2009 at 7:19 pm

Did you pay on a credit card? If you are charged for something that is not what you ordered, in quality or whatever and get charged, you can call your credit card company to withdraw the funds from the company who received the payment. The company takes a hit on their credibility records (don’t know the proper term for that) and I’;m sure then they will get around to calling you…… I would call your credit card company and see what can be done with them.

Evonne December 18, 2009 at 8:08 pm

I was just going to say the same thing as Sarah. You can make a dispute with your credit card, which in this case I think is totally justified.
I am sure that she will love the other doll house…but I understand wanting to get what you ordered. That stinks.

Linda December 19, 2009 at 6:10 pm

I think I might also tell them that you have given them a negative post on your blog and if they fix it you will comment on them making it right.

Camille December 19, 2009 at 8:50 pm

Also, if your credit card company won’t reverse the charges, they should have contact information for the company placing the charge… possibly? Good luck! That’s so frustrating!

Connie December 23, 2009 at 10:32 pm

Customer service is SO important! I think you did the right thing to let us know and you really should let them know that we all know that they’re shady – ya know?
Good luck!

alex February 1, 2012 at 2:09 pm

Thanks for this post. I ran across this before ordering an expensive item, which prompted me to perform some additional research. Who knows if anything has changed at toystoreinc, but the most current reviews say the problems still exist. It’s scary that a company with such poor customer service can exist with todays technology.

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