CONSUMER JUSTICE: Mom Needs Help After Issues With Toys R Us
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ARLINGTON (CBS11) - Haylee Tiner of Arlington was a mom on a mission this past Cyber Monday.
"She really wants a Barbie that can talk back to her," said Tiner of her 5-year-old daughter.
Tiner bought a Hello Barbie with a $20 off coupon, some Legos for her 8-year-old son and nine other Christmas presents for her kids.
Tiner spent $349.38 for all of the gifts.
"I was like, 'Oh this was going to be easy, I'll do all my shopping on the computer,'" said Tiner.
Tiner got an email that the Lego's were out of stock but the rest of the gifts were on the way.
"I checked the shipping two days ago, it said all of the items were cancelled," said Tiner.
The frustrated mom called Toys R Us to order the items again.
"I was on the phone for an hour while someone on customer service went through, matched all the prices," said Tiner.
Tiner said the representative even gave her a $12 discount for her troubles.
This time, because some of the items were out of stock, she spent $279 on all the gifts.
"The next day I woke up to another cancelled order," said Tiner.
The Toys-R-Us Facebook page has dozens of posts with similar complaints about cancelled orders, poor customer service and long wait times to get a representative on the phone.
In 2012, the company admitted to getting inundated with too many orders than they could handle during Black Friday and Cyber Monday.
Tiner said she did get a reply to her post on FB from the company but they never called or email her after she sent them her information.
"I really want those toys at the prices I found them for," said Tiner
Tiner said she wants a refund, answers and consumer justice.
"They need to let customers know what's going on. We're out of the loop, our money is out of our pocket and they're messing with our children's Christmas," said Tiner.
Consumer Justice reached out to Toys R Us.
They told us they are working on a resolution with Haylee Tiner.
Tiner said the company did offer the Cyber Monday prices if she wanted to reorder the items.
A company spokeswoman said there is high traffic on thier social media pages because of the increase in holiday orders but they are not related.
The spokeswoman also said the call centers are experiencing higher than normal wait times right now.
CBS 11 is waiting to hear back on plans, in any, to cut that wait time down.
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