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  • teal93mr2teal93mr2 USAMember Posts: 981
    My Dr. Who set and the rest of my order shipped today, guess I got lucky for once. 
  • LegogramLegogram PA USAMember Posts: 319
    They sent me request to see how satisfied i was with their customer service dept.  I never knew companies actually allowed so much to be written....I had a lot to say.  Too bad I will never hear back from them.  I did offer to add up my purchases for the past year or two so they would know if they had lost an occasional or frequent customer.
  • ryjayryjay Member Posts: 1,001
    @ Legogram...What is sad is that TRU has never grasped some of the basic customer service principles.  They can charge whatever they feel is needed, I'm ok with that, but never take your customers for granted.   When a customer is buying today....you have today's sale....how you treat them determines if you'll ever get tomorrow's sale.
    Legogram
  • LegogramLegogram PA USAMember Posts: 319
     @ryjay  My one local store has gotten worse and worse throughout 2016.  I have to assume it starts at the top of the company and filters down throughout the entire company.  I understand that mistakes can be made, I make them myself.  However, a total lack of customer service is not just a mistake.  Since I have received far better customer service from other companies, it is my own fault if I continue to accept their poor customer service.
  • 77ncaachamps77ncaachamps Aspiring Time Traveler Stuck in the West (US)Member Posts: 2,442
    Bad customer service is not exclusive to TRU.

    I don't go to TRU to expect great service thus am not disappointed when ignored or dealing with associates who lack common sense.

    However, a Lego marketplace WITHOUT TRU may not be a good one, competition and price wise.
    dspigel
  • carnage717carnage717 U.S.AMember Posts: 166
    Ordered a couple of Dimensions level packs when they were on sale around black friday. Got the box and the Harry Potter one was missing. Called customer service and the lady on the other end says theres another package on its way using the same tracking number as the first package. She says it will be here in 2 days. Wait 2 days nothing shows, so I call back, the next person says the first lady was lying and there was never another package coming, Needless to say I had fun filling out their survey after I talked to them.
    Legogramdspigel
  • LegogramLegogram PA USAMember Posts: 319
    @77ncaachamps  I expect good service from every business I deal with.  Any business that is "service" oriented, makes the choice to provide acceptable service or not.  I in turn choose where to spend my money based on the level of service provided.  I also am willing to pay a little more for great service to avoid poor service.  How sad that you don't expect to be treated as a valued customer, and therefore aren't disappointed when treated poorly.
    Pumpkin_3CK5
  • pharmjodpharmjod 1,170 miles to Wall Drug, USAMember Posts: 2,911
    edited December 2016
    I don't go to Walmart or TRU for the service. I go for the deals. I don't care how the service is tbh. My first job was TRU customer service so I know how thankless the job is. If an associate ignores me I find one that won't.  I always am very thankful for the ones that provide good service tough. 
    77ncaachampsYodaliciousClutchPowerjadeirene
  • LegogramLegogram PA USAMember Posts: 319
    @pharmacy  I placed an online order with Tru on 12/9 and paid with 3 giftcards and the balance on a credit card.  I received an email on 12/14 stating they were canceling one item, but don't worry, they would not charge me for it.  I called to follow-up that night when I found i had been charged on my credit card, only to be told they refunded that item onto the giftcards.  2 of the giftcards expire on 12/24....how convenient.  When I said they should use the giftcards, and charge the balance to my credit card, they said it was already on the giftcards and could not be changed.  Tonight, on 12/17, I went to use the giftcards so I would not loose that $35, and all 3 giftcards have a 0 Balance.  The store called to check, and we're told it takes several days to be put back on the cards.  So they still have my money, and I don't, and who knows if I ever will.  If I had cancelled the order, it would be on me.....they cancelled and should have had it resolved before now.  I do expect that type of customer service.
  • 77ncaachamps77ncaachamps Aspiring Time Traveler Stuck in the West (US)Member Posts: 2,442
    @Legogram I value service but what is sad your email not gonna get it every visit. Hence, I don't expect it from a big box store like TRU. I think @pharmjod's comments hit the nail on the head for me.

    i will foresake bad service for cheap prices, especially when it's not so dependent on store associate help. I agree with you that our money speaks volumes but why do we as buyers keep going back to the well of bad service? Prices.
  • LegogramLegogram PA USAMember Posts: 319
    @77ncaachamps   Until buyers are willing to send a message (by not buying) that poor service is not acceptable, of course it will continue.  And when a company keeps a customer's money for 8+ days due to that company's cancellation of an order, it is time to speak up.  This could be a major problem for some people, especially at this time of the year, but obviously not for you.
  • DedgeckoDedgecko Seattle, WAMember Posts: 800
    Legogram said:
    @pharmacy  I placed an online order with Tru on 12/9 and paid with 3 giftcards and the balance on a credit card.  I received an email on 12/14 stating they were canceling one item, but don't worry, they would not charge me for it.  I called to follow-up that night when I found i had been charged on my credit card, only to be told they refunded that item onto the giftcards.  2 of the giftcards expire on 12/24....how convenient.  When I said they should use the giftcards, and charge the balance to my credit card, they said it was already on the giftcards and could not be changed.  Tonight, on 12/17, I went to use the giftcards so I would not loose that $35, and all 3 giftcards have a 0 Balance.  The store called to check, and we're told it takes several days to be put back on the cards.  So they still have my money, and I don't, and who knows if I ever will.  If I had cancelled the order, it would be on me.....they cancelled and should have had it resolved before now.  I do expect that type of customer service.
    Send that to the Consumerist, social media, or better business bureau.  Any type of external pressure will help not only you, but the public at large.
  • CaptainRogersCaptainRogers Greensboro, NCMember Posts: 800
    After reading these comments, I checked the balance on my promotional $25 gift card I got a few weeks back. I used to for the Doctor Who order which was cancelled... Yup, it's empty too. This is ridiculous. 
  • CaptainRogersCaptainRogers Greensboro, NCMember Posts: 800
    Well, it took a 45 minute phone call, but the cash is back on my card. Still... That was way more headache than it should have been.
    MooreFX
  • MegtheCatMegtheCat Houston, TXMember Posts: 500
    Doses anyone know if I can use two separate Rewards certificates in the store at the same time? I have one that expires on the 26th along with a gift card I need to use by the 24th. 
  • madforLEGOmadforLEGO Chicagoland USMember Posts: 9,711
    I believe both can be used, as long as the certificate validity does not overlap.

  • MegtheCatMegtheCat Houston, TXMember Posts: 500
    ^Thanks, I read the "fine print" and found out I cannot use both online even if it's for in store pick-up. 
  • JodyJody Eastern USAMember Posts: 104
    Today only deal: Free Lego Reindeer with construction set purchase of $30 or more, in store only. 
  • pharmjodpharmjod 1,170 miles to Wall Drug, USAMember Posts: 2,911
    What's the old adage about food? You can have it good, fast or cheap. Pick any two. Same applies to big box stores and sales. That's why I'm typically non plussed with the service at these stores. On the same note I cant tell you how many times I've been asked if I work at TRU or Walmart while I'm shopping. I usually end up helping the person.
    77ncaachamps
  • SprinkleOtterSprinkleOtter Member Posts: 2,742
    pharmjod said:
     On the same note I cant tell you how many times I've been asked if I work at TRU or Walmart while I'm shopping. I usually end up helping the person.
    Do you have a habit of wearing red or blue t-shirts with nametags?
    gmonkey76
  • pharmjodpharmjod 1,170 miles to Wall Drug, USAMember Posts: 2,911
    I think i just look like i know what I'm doing =) ha. Got them fooled.
    bandit778
  • SweepyDSweepyD USMember Posts: 78
    So I finally received a response about my Trevi Fountain that turned into a White House.

    They basically said sorry out of stock and you can send the other back for a refund, simple as that.

    Hell, I have had delayed shipments that they gave me a future discount on. Needless to say I am not dropping it at that!
    Legogram
  • Bricklover18Bricklover18 PA, USAMember Posts: 720

    Definetely not a deal considering I found these for $9. 
  • solid_stridersolid_strider TexasMember Posts: 206
    TRU has a $10 Reward promo going on today (it started yesterday) with a Free Store Pickup of $19 or more.  The Reward is made available on 1/9/17.  Just ordered the City Pizza Truck.  Not sure if the Creator Reindeer poly would stack, but it'd probably be a YMMV thing if you're able to swing it.
  • black_towrblack_towr MinnesotaMember Posts: 165
    TRU is terrible and I'm shocked that they are still in business. The only Lego I buy from them are poly bags. I can find better deals at Target and the customer service I get at Target is significantly better. 
  • 77ncaachamps77ncaachamps Aspiring Time Traveler Stuck in the West (US)Member Posts: 2,442
    Bogus: TRU has their 1600 pc exclusive set on shelf with $59.99 tag and it rings up via bar code scan $64.99!!!!

    moneygrubbers!
  • LegogramLegogram PA USAMember Posts: 319
    After 2  l-o-n-g phone calls regarding my problem purchase at tru.com, they apparently used the giftcards for my remaining purchases and charged the very small balance to my credit card.  Would have been nice to receive an email letting me know this, but I'll take it since that was what I requested from the beginning.

    The store also offered to give me the deal I had missed out on because the employees had no idea if they were to put the merchandise out or not.

    Lol, everyone there knows me now.

    I still had a gift card to use that my hubby gave me for my birthday in June.  They had a lot of the new Batman, Creator, City, Juniors, and Friends sets out for sale, but no minifigs.  Prices were terrible!  I picked up the Pizza Van, intending to price match tru.com.  As they were trying to find out if I could buy an item that I found with black marker through the upc, I noticed something very strange.  They had 2 Lego sets in a markdown bin near the registers.  Not the best deal, but I was happy.  The Batcave Break In #70909 with a hole punched in the box for $70, and #75874 for $16 with the same problem.  I think 4 employees saw me purchase them, and they all said they wondered if I would get them.  Yep, they know me, and not in a good way...lol
    77ncaachamps
  • LegogramLegogram PA USAMember Posts: 319
    @77ncaachamps  My store had the same pricing problems on LOTS of their sets.  TRU.com had the regular price of $59.99 on that set.  That was the sale item I missed out on ($49.99), and it had a free Geoffrey at the time of the sale.  The manager was standing right beside the employee who told me those sets were finally put out, but they were out of the free set.  The manager said she could still give me the deal a week or two later, because she remembered that had happened.
  • gmonkey76gmonkey76 ChicagoMember Posts: 1,570
    edited December 2016
    I can only think that the TRU I go to got their free Geoffrey Giraffe set in late as why would they have hundreds on the shelves for $9.99, and none when it was the free promotion?
    77ncaachamps
  • LegogramLegogram PA USAMember Posts: 319
    @gmonkey76   My store had only 4 when I wanted to make my purchase for that deal.  Tonight they had a LOT of them.  Poor planning, late stock, or they didn't want to give many out for free....who knows with Tru.  I hope I can find better deals elsewhere in 2017.
  • Pumpkin_3CK5Pumpkin_3CK5 CaliforniaMember Posts: 782
    edited December 2016
    I placed an order on the last week of November for Geoffrey and friends and some Tru exclusive minifigures and a couple of emails later and some false shipped status upon checking their site,  Tru just offered a replacement or refund. I went with the refund. 
  • BumblepantsBumblepants DFWMember Posts: 6,366
    7 new comments, must be one last good deal at TRU! *click link* Nope. They still just suck at basic customer service.
    gmonkey76ClutchPowerlordzarakLegogramstarwars4everjosekalelmadforLEGObandit778DoctorMcGann
  • josekaleljosekalel Rio Grande Valley, TexasMember Posts: 681
    @Bumblepants I basically gave up on decent (not even good) customer service anywhere many years ago, especially in the area where I live. 
  • 77ncaachamps77ncaachamps Aspiring Time Traveler Stuck in the West (US)Member Posts: 2,442
    @Legogram I went to another TRU last night and their signage was correct: $64.99.

    wow. Talk about gouging prices before Christmas.

    the seasonal workers weren't any help either.
    when I scanned a set, the message "reindeer promo" popped up. I knew it was buy $__ amount and get a reindeer poly (which I found out later at the CS counter they were out of stock). I asked one employee what "reindeer promo" meant, and he said he didn't know.
    i asked another and she said it must mean there's a Christmas sale because it said reindeer.

    i know seasonal help means (esp. at TRU) hands on deck to restock and clean up shelves, etc. But you have to train them weekly on sales and promos.
    josekalel
  • JooTogJooTog Southern CaliforniaMember Posts: 941
    Yesterday I stopped by my local TRU and they also had the correct signage of $64.99.

    Prices for all new sets were already marked up; for example: #60147 Fishing Boat and #70901 Mr. Freeze Ice Attack @ $24.99 when last week they were @ $19.99.

    Saw other 2017 sets that were not there last week:
    - #60140 Bulldozer Break-In
    - #31064 Seaplane Adventures
    - A few of the NEXO Knights sets, including Battle Suit Aaron and Lance (well, just Aaron and a sign and empty shelf space for Lance; both marked up @ $10.99 already.
    - More LEGO Batman Movie sets: #70900 The Joker Balloon Escape, #70902 Catwoman Catcycle Chase, and #70904 Clayface Splat Attack. I think #70903 The Riddler Riddle Racer was there also.

    There were 2 or 3 reindeers polys left.

    Obviously, I did not bought anything due to the marked up prices, lack of sales (already have 10 reindeers polys), and the 100 people in line that decided to wait until the last minute to buy presents ;-)

    Does TRU usually have sales after xmas? I mean next week before New Year's.
  • 77ncaachamps77ncaachamps Aspiring Time Traveler Stuck in the West (US)Member Posts: 2,442
    What's the over/under (in weeks) that this will be on the shelf?

    (These were clearanced over a year ago for $5!)
    ClutchPower
  • JodyJody Eastern USAMember Posts: 104
    My GF got me some CMF's for Christmas, and those idiots at the local TRU would only sell her one per day, and you had to ask for them behind the register. What a joke!
    77ncaachamps
  • MegtheCatMegtheCat Houston, TXMember Posts: 500
    ^That's crazy!
    Legogram
  • JodyJody Eastern USAMember Posts: 104
    TRU tax in full effect today. Found some S8 mixels for the bargain price of $6 today.
  • 77ncaachamps77ncaachamps Aspiring Time Traveler Stuck in the West (US)Member Posts: 2,442
    Jody said:
    TRU tax in full effect today. Found some S8 mixels for the bargain price of $6 today.
    TRU seems to understand that Lego, once retired, should be treated like fine wine: the price only goes up if it's been sitting on your shelf, unpurchased, for over a year or more.
    Legogramgmonkey76YodaliciousSethro3dspigel
  • Sethro3Sethro3 United StatesMember Posts: 819
    I knew there was a reason why I never went there anymore...
  • dspigeldspigel Seoul, KoreaMember Posts: 446
    Here are a few examples of the everyday low prices I can find at my local and only TRU.
    ClutchPowerMrJ_NYjosekalelBuriedinBricksDoctorMcGann
  • MegtheCatMegtheCat Houston, TXMember Posts: 500
    I saw today they have the LBM Batmobile at $79.99 & Joker's Lowrider at $64.99! 
  • 77ncaachamps77ncaachamps Aspiring Time Traveler Stuck in the West (US)Member Posts: 2,442
    edited December 2016
    @dspigel The TRU Express stores in shopping malls would rival your prices, though understandably, Hawaii prices are generally more expensive than the 48 contiguous.
    dspigel
  • ryjayryjay Member Posts: 1,001
    dspigel said:
    Here are a few examples of the everyday low prices I can find at my local and only TRU.
    ya, but you get to live in Hawaii...everyday....even in winter!!!! :)
    gmonkey76ReesesPieces
  • dspigeldspigel Seoul, KoreaMember Posts: 446
    ryjay said:
    dspigel said:
    Here are a few examples of the everyday low prices I can find at my local and only TRU.
    ya, but you get to live in Hawaii...everyday....even in winter!!!! :)
    I wish it made up for the lack of Legos.
  • JooTogJooTog Southern CaliforniaMember Posts: 941
    dspigel said:
    ryjay said:
    dspigel said:
    Here are a few examples of the everyday low prices I can find at my local and only TRU.
    ya, but you get to live in Hawaii...everyday....even in winter!!!! :)
    I wish it made up for the lack of Legos.
    Make your own ;-)


    dspigel77ncaachampsryjayClutchPowerReesesPiecesMooreFXBricklover18Dedgeckobandit778
  • MrJ_NYMrJ_NY A flick missle away from Brickagara FallsMember Posts: 592
    TRU near me had most of the new TLBM sets out & all were priced with the TRU "tax" - Arkham Asylum was $179.99 There were also two Simpsons House priced at $249.99
    I believe they jack up all the prices after xmas because they know kids will be coming in to spend those giftcards grandparents & distant relatives send them.I bought NOTHING
  • Sethro3Sethro3 United StatesMember Posts: 819
    is Asylum a TRU exclusive? Or just an in general exclusive? It seems odd they would have such an expensive set on the shelf. Granted, my local TRU never has any of the expensive sets like that.
  • 77ncaachamps77ncaachamps Aspiring Time Traveler Stuck in the West (US)Member Posts: 2,442
    Sethro3 said:
    is Asylum a TRU exclusive? Or just an in general exclusive? It seems odd they would have such an expensive set on the shelf. Granted, my local TRU never has any of the expensive sets like that.
    I'm pretty sure I saw one at Target the other day.
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