Unhappy at the Ole Toys R Us
Site Experience FeedbackSep 30, 2025
I was in store today to purchase the costume I researched online. I checked online to make sure it was in stock in store in the city I live in. Upon arriving at the store, the shelves weren't stocked with the costume I researched, I asked an associate if they had some in the back. Referencing my phone with the information I saw online, she went into the back to find the costume. I proceeded to continue shopping and she was a very pleasant young lady who the looked for me throughout the store to let me know that the costume was probably in a box on a pallet that she knew it was in but couldn't open it to see if it was in fact in the pallet. I was shocked to say the least, but she did say she would ask the manager on duty about this issue. I then asked her if I were to order it online (like I did just now), it gives me the option to get it the same day and how would they handle that situation because I would be going home to make the purchase online with a same day pick up expectation. I waited as the manager was walking by at the time, upon listening to the manager (not aware I was in ear shot), he first said that at one point the pallet would be emptied and that I had to come back, as for the online same day pick up, he made reference to "door dash" and that if the product wasn't available for pick up that same day as promised by the website, that I simply wouldn't get it and would have to wait up to 5 days. Umm sir, I have never heard of Door Dash making anyone wait for their online purchase for 5 days. I was shocked at his response and the poor sales associate didn't know how to tell me, but I said no worries and I heard what her manager had to say. Strange response and comparison. I purchase my costumes every year from Spirit as they are the only costume option we have, however, I don't feel this was a good representation of your company. and no fault of the sales associate, she was only under the direction of her superior.