Child's Play for Toys R Us
To help ease customers' frustration and anger, which resulted from order processing and fulfillment problems during peak holiday shopping periods, Toys R Us handed out $100 coupons to some disappointed Internet shoppers who did not get their gifts in time for Christmas. The toy retailer said overwhelming traffic prevented it from processing and fulfilling the entire batch of orders placed on or before Dec. 10, its deadline for Christmas delivery by standard shipping.
The "Geoffrey dollars," named after its giraffe mascot, were sent via e-mail and are good toward purchases at its retail locations. Toys R Us would not disclose an exact figure, but emphasized that delivery delays affected only a small percentage of online shoppers.
Toys R Us had a rocky holiday season online, facing stiff competition from other toy retailers online and suffering from site delays and outages in November. The company added staff and servers to its system to remedy the problem.
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