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Ugh!  I ordered Ghoulia with the scooter online since I knew my local TRU won't be getting it any time soon.  Well, my package arrives today and it was Draculaura with the powder room.  Now, I have to go through the headache of sending it back and hoping that Ghoulia is available.  Great job TRU! :(

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It shouldn't be that hard to ship it out. I believe since it's the wrong item, they will pay for shipping cost

i can beat this about two months ago in the uk, wave 1 draculaura became available online, about 8 of on the uk sightings page purchased her as did i, along with 2 other dolls to get free shipping, however when we all received our packages every single one of us got operettas and i got 3 of her!!!!!!!!! i then had to wait nearly 3 weeks for a refund from them!!

This is happening to a lot of people. Apparently, they both have the same SKU, so seems they just pick one and hope it's the right one. That is totally stupid!!

They can't explain to me why they DIDN'T send us the Draculaura one... We ordered both and they were in stock. Ghoulia shipped but suddenly Draculaura became back ordered and then out of stock. Now they told me today that she has never been in stock and that they don't know how I ordered her. It gets better... When I asked how an item that is out of stock had been made available to buy again several times after we bought, I was rudely placed on hold and was told a manager would explain it to me. 30 minutes later still no manager lol. I eventually disconnected because I needed to make another call, but TRU is ridiculous. I swore after our Werecat fiasco we would be forgoing all future TRU exclusives, but I can't stand to see my kid cry. So it's a catch 22 lol.

I ordered both and got both without an issue. But the problem is both playsets make up one case of the assortment. So when they open up the case, the person packing the box to be shipped to you is not paying attention to that fact there are two different playsets in the one case. With almost all stores, they use the SKU of the assortment and not the individual dolls, toys or playsets. They really don't have to use the individual SKUs in the stores -- they get a case, it sells, they order another case, and that's it. For most assortments stores are unable to buy the individual toys/dolls out of the factory cases -- so there is no reason for them to bother using the individual SKUs. And the Web is usually gets a small piece of the stock, so they manually handle the cases, and ship individual dolls from the assortments.

It stinks that TRU did that, but that could easily and regular happen with ordering toys from any chain store online.

Why was Draculaura back ordered/out of stock, when Ghoulia was in-stock and shipped -- that's because not everyone that ordered them ordered both playsets. So if Drac was out, then more people ordered the Drac without ordering the Ghoulia. So the stock was depleted, for Drac, before they got to your order. I personally think customer service is a waist of time, that goes for every store and even the toy companies. Nothing against the stores or their customer service personel. The (phone) customer service representatives only sees a computer screen that shows them very few options, so they really don't know much. And if you haven't noticed, most of the stores are really bad about putting stuff on the website, listing it as in stock, out of stock, back order, adding a price, removing a price, etc., even removing it from the site all together. The biggest problem is ordering, shipping and recieving, websites, and customer service are not all in the same database -- so if the statue changes there is a delay as the mulitable databases are updated, weither they programed to update or someone has to manulaly update them. Usally the databases saved with the days updates after office hours, usally earlly a.m. So it might be three or more days before all the datebases are up to date on just one item. And basically they don't have enough options programed and/or don't see more shippments if the foreseeable future or until a specifc database is updated -- it's just a case, more often then not, that the left hand does not know what the right hand is doing.

TRU has done this to me about five times. Each time they sent me the item before i shipped it back or took it to a store to return. Bad thing was they sent the same wrong thing all five times. Never did het what I really ordered.
My experience has gotten even more comical lol. The package arrived today and instead of the Ghoulia Yelps I was repeatedly told I had ordered, I opened the box and guess what? I am looking at the Draculaura that I was told had never been in stock and that I couldn't possibly have ordered. I called customer service and after 30 minutes the extremely baffled rep tells me that I can keep the Draculaura (Why thank you.. How generous considering I ordered it and paid for it lol) and gave me the number to the supervisor line when I asked where the Ghoulia Yelps was lol. I swear this is the worst case of inventory management that I have ever seen lol. 

Many people on MH Doll Swap on Fb want the Powder Room and got the Scooter instead XD Such a mess!

I actually like Toys R Us, I got my Ghouls Rule, 2 of each. One of each to take out of the box, one of each to display in the box. But when I got them, they were packaged so bad that only one set was in good condition, the other was all messed up. It didn't really bother me that much because I planned on taking one set out of the boxes anyways, but I complained anyways because it's the principle. The package was a joke and it was barely tapped when I got it. Apparently if you go about it the right way, Toys R Us is actually pretty great. They told me to keep the 4 dolls that were messed up and now they are sending me 4 new ones. Even though they are listed online as 'out of stock'. Not exactly the same situation, but similar. Basically if you are firm and professional with them, they will bow down to you. Just hold your ground if a situation like this presents itself.

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I get the fools on a power trip who tell me to drive to the different TRUs in my state to buy stuff for my kid lol. It's all in who you speak with.

LuxIsASociopath said:

I actually like Toys R Us, I got my Ghouls Rule, 2 of each. One of each to take out of the box, one of each to display in the box. But when I got them, they were packaged so bad that only one set was in good condition, the other was all messed up. It didn't really bother me that much because I planned on taking one set out of the boxes anyways, but I complained anyways because it's the principle. The package was a joke and it was barely tapped when I got it. Apparently if you go about it the right way, Toys R Us is actually pretty great. They told me to keep the 4 dolls that were messed up and now they are sending me 4 new ones. Even though they are listed online as 'out of stock'. Not exactly the same situation, but similar. Basically if you are firm and professional with them, they will bow down to you. Just hold your ground if a situation like this presents itself.

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