Toys 'R' Us - The Worst Customer Service On The UK High Street?

My wife and I had decided to buy a guitar as a birthday present, but on reflection felt it was not ideal and we would choose something else. No problem, we thought. The guitar was still in its box, unpoened and in perfect condition. It had been bought less than a month before, so there should be no problem.

So I went to Toys 'R' Us in Livingston, presented the original receipt and credit card. I was amazed to be told that I could only have a credit note, and not a refund. It was company policy that a refund would not be given.

Shocked, I asked to speak to the store manager who reiterated that policy.

Today I phoned customer service who said that even a credit note was considered a "goodwill gesture" by the store. I asked whether she knew of any other UK High Street stores with such a policy; she told me that she would not know because she only ever returns goods when they are faulty; she doesn't change her mind after buying things.

Well, I know of no other store with such a policy. Any company with any sense of quality accepts returns - Next, Marks and Spencer, etc.

My next move is to write to the managing director of Toys R Us UK - one David Rurka. I shall let you know what comes of this. But you can bet that I am not going to buy anything else from Toys 'R' us while this ludicrous policy is in force.