I had the dumbest experience at Toys R Us yesterday. I picked up one of the last few Fox figures they had, with a Zelda for the B1G1 40% off deal. When I got home, I realized Fox's arm was twisted nearly backwards, and it looked horrible.
I went back in with the Fox and receipt just to do a simple exchange for another one. The lady needed my ID, my phone number, my home address, and my signature to do the exchange.
After satisfying all these credentials, she scans my receipt, and the box of my Fox, and tells me I just owe a balance of 23 cents. I told her that made no sense, and she just stared blankly at me, apologizing and telling me that's what needs to be paid for the exchange.
I told her something is obviously wrong, so she decided to try again. This time, she said I owed her $3.06 this time. At this point, I told her to just charge me for the other Fox. Once the transaction was completed, she gave me the receipt. I then took the defective Fox, handed her the same receipt back, and said I'd like to return it.
This pretty much blew her mind. She stared at me with a vapid look on her face, but had nothing to say. She scanned the receipt for the return, but it was giving her an error. Her associate told her that new purchases take about 5 minutes before they can be returned. So I'm just standing there for another 5 minutes as she kept on scanning it until it worked.
No apology, no nothing. I can tell she still wasn't really wrapping her head around what I had her do. That was probably the most ridiculous experience I've ever had trying to do an even exchange anywhere in my life. Most places don't even use the PoS to handle these instances.
Hoping I don't have to ever return anything at TRU ever again, that's for sure.