Toys R Us ran by f'ing morons!!!

[Bodhesatva]

soup20000 said:
Bodhesatva, I am sorry to inform you that you are sadly mistaken. It is only the fault of the store. Not DHL and defiantly not the customer. It's simple. Please the customer. Do not piss the customer off. That is what retail is all about. Unfortunately for Superchuck, others, and myself TRU dropped the ball. As a retailer you never, ever make a promise that you cannot keep to a customer. The sole reason that TRU ran the add was to drive foot traffic into their store. I don't usually shop at TRU and this is the only reason that they got me into the store today. Unfortunately for them, they went about bringing in customers the wrong way. They should have had ample supply of the game or they should have told the truth from the start. They did neither.

Today, instead of growing a customer in myself they (TRU) have reassured me that there is a very good reason I do not shop at TRU and I will make it a point to refrain from recommending them as a decent retailer.

I don't know what your background is but if you get the chance you should take a peek into business, logistics and especially, MARKETING.

This is an entirely different line of questioning.

I absolutely agree that when I'm on the job, I actively try to please the customer, even when that customer is a total jerk and is completely in the wrong. Happens all the time. From this perspective, the customer is always right. And again, that's definitely the perspective I have while I'm working. 

But we're not looking at it from that angle, are we? We're now talking about this outside the store from an outsiders perspective. From my perspective: when a jerk walks in the store and treats me like a moron, I brush it off and continue to placate that jerk. No problem. But the second I'm outside the store? I'll fully acknowledge he's a jerk if asked, and it is no longer my responsibility to treat everyone I meet like royalty. 

The question at hand is now from the latter perspective. DHL is supposed to deliver goods by a specific date and time, and clearly they did not do that. The Toys R Us warehouse is supposed to ship them by a certain time -- perhaps that was the problem. Or perhasp the product wasn't sold to TRU until a few days ago, in which case it would be Nintendo's fault. 

But the clerk at the front of the store has absolutely nothing to do with shipments arriving on time, and is absolutely free from blame on the subject -- in Chunk's case. 

The suggestion that we should tell people that something could possibly go wrong in shipments is silly; not only is that acknowledged in the ad, but obviously, something could go wrong. It's common sense. There is always a .1 percent chance that something will happen and a game won't arrive when it's supposed to arrive, or the store will be burglarized (yes, that's happened to me before), or the warehouse will mess up, or something. 

As far as I can tell, your entire complaint with this woman rests on the fact that she didn't say: "ANd by the way, there is a .1 percent chance that this game will not arrive at its scheduled time." It just so happens that you were that .1 percent, but the delay wasn't her fault. When on the job, I'd do everything I can to placate the customer anyway; now that I am not on the job, I will say that anyone who blames me for an error that's obviously outside of my control is simply shooting the messenger and is one of those nightmare customers workers complain about when they tell stories to their friends.