Toys-R-Us Online, Delivery Problems

By: Lauren Squires Email
By: Lauren Squires Email

She avoided the Black Friday lines and shopped online instead. One Papillion mother is frustrated after her gifts showed up on another person's door step. It turns out she isn’t alone.

Hundreds of people lined up outside Toys-R-Us the night before Thanksgiving. Carey Oswald avoided the lines and shopped online.

“Got through all my deals, sent it and the next morning I got an e-mail that said it was going to be shipped to Lenexa, Kansas,” said Oswald.

The catch, she lives in Papillion and the address in Kansas was a friend, she hadn't send anything to her for four years. Toys-R-Us didn't have an explanation.

“They couldn't cancel it, they had no cancel button is what she told me. I had to wait until I got an e-mail for a confirmation number,” said Oswald.

The number came on Sunday when UPS was closed. Several days later, several hours of waiting on the phone and Oswald still didn’t get answers.

“They’ve apologized and they've been sincere about that but they just really didn't say what happened,” said Oswald.

She says she ordered several hundred dollars worth of gifts, some that are for charity.

Nationwide, similar problems have been reported on the Toys-R-Us Facebook page. Customers have experienced shipment problems, incomplete orders and canceled orders.

“I’m just hoping that sometime I get the packages,” said Oswald.

And she is rethinking her shopping strategy next year.

“I’m frustrated with the whole process, because you think it's going to be easy and time saving and it wasn't and I said you know what I think next year I’m just going to go out with everybody else,” said Oswald.

Good news for Oswald, she says Thursday morning she finally spoke with someone at Toys-R-Us. Her packages are being rerouted to Omaha and should be on her door step with plenty of time before Christmas.

Toys-R-Us has not released a formal response regarding the shipping issues and unfilled orders.

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