Toys R Us "Value Card" a Scam

Several weeks ago I was shopping with my family at Toys R Us.  Too lazy to drive further to our first choice, Target, we settled for this closer store for diapers and a few necessities.  We got to the cash and began the check-out process.  The cashier looked up at me and asked if I wanted to sign-up for a Toys R Us "value card".  Not big on adding more clutter to my already disorganized life, I answered with a polite "no, thank you."

You'd think I had turned down a winning lotter ticket, the way this cashier reacted.  I swear she looked at me like I had three heads.  She proceeded to tell me about all the coupons and discounts I'd receive if I signed up but in a resigned and somewhat dissapointed voice, she digressed.

Intrigued by what seemed like a life-altering mistake I was making, I asked a few more questions.  Was it free?  Yes.  Would it take long (both my kids were hungry)?  No, it would take two minutes.  Alrighty then - sign me up.

So after a couple of answered questions, we were near the end of the transaction.  Please key in your social security number, ma'am.  I sort of thought twice, but did it anyway.  My husband, at this point, jumped in.

"This isn't a credit card, right?  You said value card."

Low and behold, it seems "value card" is code for "credit card" among the employees at Toys R Us.  With that, we told the cashier to void everything, the card, the info, everything.  Annoyed at having been more or less lied to, we paid cash for our things and left.

Today I received my brand new Toys R Us CREDIT CARD in the mail.  I subsequently spent 30 minutes on the phone with the company not only canceling the thing, but disputing the CHARGES that were somehow placed on it.  If you're confused, just see above where I said we paid cash.

To say that I'm irritated with Toys R Us is an understatement.  Truth is, I'm grateful for the fact that there could not be more choices where I can (and will) take my business.  Bottom line, TRU - BIG MISTAKE.  Customer service is EVERYTHING, especially in this economy where consumers are in the drivers seat.

Comments

[Haley]

Wow! What a rip off! I'm glad you were able to cancel the card...I can believe they would just lie to you like that!

[Storm]

I'd be rip-roaring mad too! They should be ashamed of themselves if they are telling their cashiers to call it like that - that's unethical!

[Deb@Bird On A Wire]

good for you lady! I've always been a proponent of a well placed complaint phone call/letter. You done good!

[David Sims]

Hi - I am Director of Marketing for Toys"R"Us and would love to get more information on your experience.

Please let me know how/if I may contact you directly.

Thank you,
David Sims

[callmeabookworm]

Same thing happened to us, but with a Bank of America Credit card. We were trying to get some info on mortgage rates and somehow ended up with an unwanted cc and on top of which, there was an annual fee about which we were lied to! Go figure! It made me so mad!

[pensioen verzekering]

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[Employee]

Hello, I am a current employee with TRU. While your experience was certainly awful, and I would hope it never happens to you or anyone else, the company itself is not to blame. It is not TRU's policy to push the credit card as a 'value card', rather the rewards/loyalty card is the free, 2 min deal.

Employees are expected to sell two types of cards, the credit card (which you were cajoled into applying for) and the rewards card; a free card which acts much like a Giant bonus card, and in conjunction with multiple trips to TRU locations results in several coupons and additional promotions.

While the situation is detestable, the company is not the party to blame, rather the location, or more fully the employee in question who coerced you into applying for the credit card. At most locations, you will be asked a simple, "are you interested in saving 10% off your total purchase today?" when pitching the card, much like Target or another big box retailer.

Once again, this is an unfortunate situation, and one that should not have happened. I just wanted to clear the air on some points.

[Jill]

@Employee - A company is represented by its employees. Period, the end. And TRU did nothing to encourage me to trust them again. Like I said, so many other choices.

[Curious Former Employee]

I'm a former TRU employee, and to be quite honest, I'm confused as to how this could have even happened.

When a customer applies for the credit card, it's instantly approved or declined. If it's approved, it prints out a temporary card that the customer is then forced to use on that purchase. Getting around that step in the system (if it was indeed approved) isn't as easy as just clearing it out- it would require a manager, or someone who has admin. access.

Additionally, were you given a copy of the Terms and Conditions of the card when you applied? If not, that's another legal issue.

It's worthwhile to note that TRU employees aren't technically allowed to refer to them as "credit" cards. While talking over the walkies and periodically checking our progress for the day, we called them "Icees" (referring to Instant Credit) so that the word wouldn't be heard by customers (and so it wasn't as obvious that we were desperately pushing a service.) They're supposed to coax people into applying, so really they'll say almost anything. This means some not-so-bright employees may call them something completely inappropriate- like a "Value Card". And yes, store managers are ok with this because they're typically so close to losing their own jobs that they just want the metrics/goals to be met for that day.