Mods,

Can you please place this under the appropriate topic/tags as I think it's important that fellow members are made aware of retailers who don't give a crap about how they store and ship sets - thanks!

 

Toys R Us

As you can see from the picture below, my latest shipment of 4x Mystery Machines & 2x Giraffe were totally trashed. Even my previous orders weren't perfect but, I decided to accept them at the time. There is no way that a loyal customer like myself is going to accept this junk. When I called to complain, I was actually moved from person to person to person and the last numpty I spoke to insisted that I take it all back myself. I am refusing to take it back as I asked for delivery for a reason because the traffic in/out of Reading is dreadful and I simply don't have the time. I've sent an email to LEGO HQ to compain about this retailer and the way that I've been treated. I have also spoken to my bank to see if I can get an immediate refund for buying goods that are not fit for purpose. Of course, I am no longer a customer of TRU.

 

 

Argos

The photo below says it all:

 

Tesco

My last Click & Collect for 27x Millennium Falcons was rejected on the spot this morning as they were in large bin liners in groups of 3 and I could feel damage inside every one that I picked up. Of course, it wasn't practical to take a photo in such a busy shop with already stressed staff struggling to cope with orders.

@Tesco... Don't cut corners when you're busy as you'll only get busier when you have to take it all back !!!

Edited November 23, 20169 yr by TabbyBoy
Reformatting

You make a good point about being busy. If the warehouse is struggling to keep up and they have a shortage of packaging staff or materials, expect problems. 

Would you not agree that ordering so many items in one go doesn´t help, though? They are not wholesalers by profession.

I´d call them or mail them when you order and tell them it´s not urgent but condition is so they can take the appropriate steps.

15 minutes ago, Val-E said:

You make a good point about being busy. If the warehouse is struggling to keep up and they have a shortage of packaging staff or materials, expect problems. 

Would you not agree that ordering so many items in one go doesn´t help, though? They are not wholesalers by profession.

I´d call them or mail them when you order and tell them it´s not urgent but condition is so they can take the appropriate steps.

I've given TRU a piece of my mind as the rude stroppy cow I spoke to was very unhelpful and really rattled my cage so I've emailed her name to them t take appropriate action. I currently have no desire to order from them again so I don't care how messy it gets as long as I'm refunded. Even 2 trains that I ordered during a quieter period in Spring were in bin liners and just left on the doorstep - when I was at home! They both had dings in the corners but, I intended to part these out so I didn't complain. TRU have a problem, it's as simple as that.

I was much more diplomatic with Tesco, they were very apologetic and have offered to send replacements sets to my local Extra branch (should be factory boxes of 3) for me to pick up this weekend - I can't argue with that. When a similar thing happened with Tesco a couple of years ago, they gave me 2,500 clubcards points. I will use Extra rather then Express going forward for C&C as there's simply more room to keep items safe. I've already got permission to drive a van up to their loading bay for the next big order if I give them 24hrs notice and the registration number.

Of course, any email I send is always polite and professional as these are always kept on record.

Companies just need to realise that standards just cannot drop when things are busy as customer expectations don't drop! In my last job, being busy was no excuse for failure.

Why oh why oh why... can't set sets just be left in their factory boxes? John Lewis & Asda often leave them alone.... Grrrr!

It wouldn't surprise me if these returns end up at Argos?

If all retailers were like Carlsberg John Lewis & Asda, they'd be among the best in the World - probably ;-)

Sorry Tabby, but I can never help having a little chuckle when I see those pics. Whoever thought it was acceptable to ship out boxes like that is just having a laugh. Unbelievable stuff.

I've been pretty lucky with packing I would say. The worst has been probably been amazon. Nothing really disastrous, but too many sets with a crease here or a crease there. I've had some small sets (Dimensions) shipped in those fold-over cardboard things they ship books in, which inevitably get squashed. I think the problem with amazon is that they time everything (picking, packing etc) down to the last millisecond. And if a picker or packer falls a few seconds behind, they have to make that time up, so the packing process gets rushed and haphazard. Also the quality of their boxes is poor, and their corner edges often arrive torn or pulled apart, so the whole box just gets squashed as it's got no support.

I had John Lewis send me a Robie House in a padded envelope once, which of course ended up with a crease down one side. The worst set I ever received was a Tumbler from Smyths which had a corner of the set completely ripped open. The packing box was fine, so it was clearly packed that way. Though I should say Smyths is one of the best in terms of packing and I usually get minty boxes from them, though they are shipping within Ireland. All my other deliveries are from overseas.

SAH would be the best, don't think I've ever had a problem with anything shipped from them.

All lot depends on the couriers too. Some of them handle boxes like they were beachballs. This is always a worry for me as my deliveries are generally from overseas. My recent large Tesco Direct order was packed well, thought the courier decided to leave one box out in the rain at my front door even though I was home. I got to it just in time. Thankfully someone at Tesco has laid a sheet of thick bubble wrap at the bottom of the box, otherwise I would have had three soggy Spaceports.

I agree that it can just be pot luck with shipping but, there's no excuse for sloppy processes even when very busy. Now that I've calmed down, I admit that it does sound amusing and I'll not lose out apart from the minor inconvenience of taking a prepaid box back to the post office, which I visit daily anyway. I've actually packed the TRU sets in individual bubble-wrap and used a double-walled box with a note on top saying, "This is how LEGO sets should be packed!" and the materials cost me nothing. I just can't use a bin liner, to return them as it's against my principles.

On the whole I guess I've been lucky with my orders from retailers above. 

TRU has usually shipped in boxes.  Although recent order came split.  A well bubblewrapped morro dragon in a plastic bag but other small sets in a bubble wrap mailer.  my set was ok but the free geoffrey was a squashed box.

Argos I usually click and collect and my only poor items so far have been Micro Fighters which have flimsy boxes anyway.

Amazon my only failure has again been with micro fighters posted in the packaging usually used for books. Their returns process is pain free though and the replacements were sent packaged differently and arrived mint. 

Tesco in the past have boxed every lego item I've ordered.  My last order of around 70 items was more mixed with some in boxes and some in plastic bags However those in plastic bags were well wrapped in large bubblewrap and arrived in great condition. 

As Tabby has said, Asda have been the best.  All click and collect orders in new boxes with packaging and all mint. 

Not had a bad experience with Smyths toys yet either. 

Seems Amazon have quietly dropped the shipping box surcharge option they were proposing a few months back. Just as well.

Just picked up my order from the recent 3 for 2 in Tesco and their packaging is all over the place, some were packed in boxes, 3 to a box with packaging material. Some were in bin liners, but were wrapped in bubble wrap and then some were in bin liners with no protection. Guess which weren't in a healthy shape.

Not going to return them as it's a bit of hassle from here and I'll still make some profit off loading them, but is it worth complaining anyway?

Half a dozen tesco orders collected, all in poly bags but fortunately all in good condition.

All retailers are guilty of shipping incorrect items, shipping incorrect quantities, packaging inexcusably poorly, and cancelling orders due to no stock.

There has been a sizable deterioration in the quality of wrapping and shipping.

Tesco. Only used Click & Collect thus far. Previously no issues as everything was boxed but recently nearly all orders arrived in grey bags (no bubble wrap). In each, one of the boxes on the outside was dented or damaged. Customer Service only offers a £10 discount on the product if you accept it anyhow. Also received a 3-for-2 order in a box but it was poorly boxed/wrapped. The Tesco tape at the bottom of the box had become stuck to the Lego box because they had left a small opening. This is simply negligence. Also agree on the earlier point made that delivering to a Tesco Express is not encouraged.

John Lewis. Used Click & Collect too. I've read some people received their Pet Shop in good condition but not here. One arrived in a bin bag, half bubble wrapped (damaged, looked like it had fallen down on one of its corners), whilst two others were boxed together (one box out of two was punctured). Customer service did not offer any discount, only return of the item. A lot of this can be avoided with delicate handling and packaging.

Smyth Toys. Once and never again. Came to pick up a big set and the lady just handed it over as if it came straight from the shop shelve. Number of dents.

Asda. Excellent thus far, no complaints. They leave it in the original Lego cardboard box.

Lego SAH. Excellent, no issues.

Anyone knows what e.g. John Lewis would do with any Pet Shops returned to them?

I've commenced litigation against TRU today and should hopefully get a date soon for the Small Claims Court. It's not just the trashed items last week, there's another complaint (only £5 worth) that I made a month ago which has also been ignored.

In the UK, court settlements are published in the public domain and I'll be legally allowed to post the results once concluded with hopefully the names of those involved. If I win the case and I'm offered compensation, I'd like to offer that to charity on the condition that the person(s) responsible get penalised. It's not about the money, it's about idiots that don't deserve a job.

4 hours ago, capo86 said:

Anyone knows what e.g. John Lewis would do with any Pet Shops returned to them?

I often joke about other retailer's crap going to Argos as everything they sells seems to be second hand. Seriously, I think that these sets are sent back to LEGO, possibly reboxed and then sent out to other retailers who perhaps have backorders for them. Of course, LEGO won't sell any Retired Products themselves unless they just place them back on their store shelves. I can see any Pet Shop being bought immediately.

It's interesting how the state of received shipments varies between all of us. It seems that only Asda & LEGO are consistently good with John Lewis a good runner-up.

I keep saying this but, why can't online stock just be left in factory boxes? We all know it makes sense and vastly reduces returns and costs to the retailer.

C'mon retailers.... Pull your fingers out of your arses. You're supposed to be selling a premium product here, at least look after it or back it goes!

My last SAH order of all small boxes looks just like OP's pictures, some items already OOS, so irreplaceable.... 

Edited November 28, 20169 yr by jerryherb

24 minutes ago, TabbyBoy said:

I've commenced litigation against TRU today and should hopefully get a date soon for the Small Claims Court. It's not just the trashed items last week, there's another complaint (only £5 worth) that I made a month ago which has also been ignored.

In the UK, court settlements are published in the public domain and I'll be legally allowed to post the results once concluded with hopefully the names of those involved. If I win the case and I'm offered compensation, I'd like to offer that to charity on the condition that the person(s) responsible get penalised. It's not about the money, it's about idiots that don't deserve a job.

Let me guess you are going on that Judge Rinder show.

4 minutes ago, Will 4 said:

Let me guess you are going on that Judge Rinder show.

 I would love to, he's great on that show!

11 minutes ago, jerryherb said:

My last SAH order of all small boxes looks just like OP's pictures, some items already OOS, so irreplaceable.... 

Really? Rather than make it obvious that you're a reseller, just send them a polite email saying that they are Xmas presents for very fussy children and a couple of adults who are collectors. I've done this myself and they're likely to bend over backwards to help. When I complained about a T1 Camper I bought a while ago (where the box was clearly trodden on perhaps by courier), they swapped it for a mint one and also included a mini VW Camper polybag that I sold straight away for £25.

Go ahead and swap your dog's dinner for a chicken dinner!

Under the guidance of my solicitor, I have sent TRU the following final message:

QUOTE

Hello... May I first state how appalling your level of customer service is. I sent a follow up email to [email protected] on 23NOV to complain about the unacceptable state in which these 2 orders arrived. It's been over a fortnight since my orignal complaint and I've still not had the courtesy of a reply or phone call. I had a similar issue with Argos last year and they responded within a few hours and sorted out the problem without question. You have until close of business on 30NOV to respond before I consider legal action against Toys R Us. Regardless of the outcome in this instance, I'm afraid to say that you have lost a customer and I will never order from you again. I therefore must insist that you take immediate action to send me a prepaid mailing label for a 2.8KG (2800g) package so that I can return this severely damaged order back to you for a full refund, it's just not practical for me to get to a store in person. Buy the way, I have also complained to LEGO's retailer liaison team as the time waiting to hear from you was beyond unreasonable. I understand that retailers are busy in the run up to Christmas but, this is no excuse for such a shocking level of customer service. If somebody calls me, please make sure it's a senior employee with the authorisation to resolve this in one phone call. I trust that this issue will be resolved by 01DEC, otherwise I will have no choice but, pass this case onto my solicitor and Trading Standards in order to commence litigation. My telephone number is 07xxx xxxxxx. Please note that this message is not intended to cause offence and is without prejudice.

UNQUOTE

Watch this space guys, as I think this is going to get interesting ;-)

Edited November 29, 20169 yr by TabbyBoy

Hoping that you will get it resolved asap mate. (get to keep the items and get a full refund on top) ;).

9 minutes ago, kurnitb said:

Hoping that you will get it resolved asap mate. (get to keep the items and get a full refund on top) ;).

Thanks... I don't really want that junk, only 1 of the 4 Scooby Doo sets is complete! I suppose I can part them out if that is the case but, I can't see TRU doing anything in my favour.

I almost want to see it go to court, as much of a hassle as that is for Tabby... Such an event might actually result in some change in the future for the rest of you guys. Maybe it has to do with population density, just less people in Canada (less orders, more time for shippers to pack properly), but reading stories like this, I'm almost ashamed that TRU orders have always arrived in great shape for me this side of the pond. Counting my blessings I guess. 

21 minutes ago, Zelgazra said:

I almost want to see it go to court, as much of a hassle as that is for Tabby... Such an event might actually result in some change in the future for the rest of you guys. Maybe it has to do with population density, just less people in Canada (less orders, more time for shippers to pack properly), but reading stories like this, I'm almost ashamed that TRU orders have always arrived in great shape for me this side of the pond. Counting my blessings I guess. 

I doubt it'll get that far but, I'm more than ready for them if it does. All I need is that damn shipping label and my money back - how hard can it be? They are numpties though as 4 separate packages were left on my doorstep when it would've been cheaper and probably easier to put them all in one box. I didn't even sign for the items as I'd have refused them anyway as I like to feel the contents before accepting. On the whole, I've still had a very good month so far.

Edited November 29, 20169 yr by TabbyBoy
typo

1 minute ago, TabbyBoy said:

I doubt it'll get that far but, I'm more than ready for them if it does. All it takes is to send me that damn shipping label and give me my money back - how hard can it be? They are numpties though as 4 separate package were left on my doorstep when it would've been cheaper nad probable quicker to put them all in one box. I didn't even sign for the items as I'd have refused them anyway as I like to feel the contents before accepting.

Yea, I work for a very customer service driven retailer.... Seeing these shenanigans unfold for you is absolutely shocking from my (or any) professional viewpoint. As you said in your email, utterly appalling customer service. 

Hearing this story immediately takes me back to my time in the UK. We bought a desk from IKEA in Croydon(?), to be delivered at our flat. Upon assembly of said desk we realized the top had a long & deep scratch in it. Took me 12 weeks of CS phone calls to get it exchanged and resolved. They kept wanting me to bring the desk back to the store. No way it would have fit into my Ford Escort. Nobody on the phone gave one tiny bit about the inconvenience to us.

Returns in Europe are a different story, at least eastern. Try returning ANYTHING for ANY reason there...we got it good here...

Edited November 29, 20169 yr by Lordoflego

3 minutes ago, Lordoflego said:

Returns in Europe are a different story, at least eastern. Try returning ANYTHING for ANY reason there...we got it good here...

Been there, done that. Fond memories of returning an alarmclock to Galeria Centrum in Warsaw (before it got made over into a modern shopping paradise) in my first week in Poland because it ran slow - only ticked 10hrs in a 12hr timespan :). Not easy when all you know is "Tak" and "Nie".