darkSpyro

Im going to call tomorrow when i have the time off, ty bhamut for your info above will be sure to use it.

I called customer service and got the item shipped to me...confirmed via e-mail. My first call was totally a dead end, but I'll take the time to let them know how helpful the 2nd one was.

As an aside...if you don't know the product number, you can't search for this item now.

Quote: GhostRoaster

I called customer service and got the item shipped to me...confirmed via e-mail. My first call was totally a dead end, but I'll take the time to let them know how helpful the 2nd one was.

As an aside...if you don't know the product number, you can't search for this item now.

I wonder if they pulled it because they realize they made a mistake. Hopefully they didn't sell anyones free one, that would truely suck.

Quote: GhostRoaster

I called customer service and got the item shipped to me...confirmed via e-mail. My first call was totally a dead end, but I'll take the time to let them know how helpful the 2nd one was.

As an aside...if you don't know the product number, you can't search for this item now.

He still pops up for me in the drop down options if I search for "Skylanders Gill Grunt".

I called today and was told they could not send out emails because they did not have any codes and needed to call back tomorrow when the office people were in.

OMG!!! what a nightmare! I followed all of the instructions on here, but when I called customer care the rep was really nice to me at first, but then said "I didn't qualify" and tried to hang up on me! So here's what happened with my purchase history... I bought $200 worth of skylanders on launch day, but of course since it logs it as the 12th it won't count, then in November I ended up returning $150 of the launch figures so I could buy the new ones, of which I bought just over $100, so the rep counted the REFUND off of my total but not the PURCHASE that was tied to that refund!!!! (which would have negated it in terms of the promotion). I was getting pretty ticked, but I politely asked to talk to someone higher up and got a supervisor. The supervisor looked at the purchases, I even gave him the dates and times and receipt numbers. First of all, he told me the purchases on the 12th should have counted since the release date wasn't until the 13th and then he looked at the $300 I spent just after the promotion ended and told me he was going to order me one. So in the end I got it, but it was a thorough mess.

Lesson here: if you made any returns of your launch day purchases they will HURT your qualification, and if you talk to a supervisor with your receipt in front of you, you can ultimately get them to count your launch purchase based on the receipt's printed date/time and launch date. They really aren't going to lose a customer over a $12 figure, but only the supervisors seem to care.

Quote: GothamLord

Quote: GhostRoaster

I called customer service and got the item shipped to me...confirmed via e-mail. My first call was totally a dead end, but I'll take the time to let them know how helpful the 2nd one was.

As an aside...if you don't know the product number, you can't search for this item now.

He still pops up for me in the drop down options if I search for "Skylanders Gill Grunt".

Weird. It does show up in the pop up window before you click search but if you click search the resulting window does not show up.

Quote: BahamutBreaker

Quote: ToxicFate

Well still no email and I'm not going through all that calling nonsense.

Why not?

That's just purely lazy and/or entitled.
Sometimes one has to work to get what one wants, even in situations (like this) where somebody else screwed up.

The instructions for circumventing TRU's ridiculously poor handling of this promotion are right there for you in Post #301. It will take you all of 10-15 minutes to get through those steps. It took me longer to type all the steps out and post them here than it would take you to follow through on them and get your reward.

To each, his/her own, I guess. But if you're going to just sit there with your thumb in your ear when you could instead be taking action, then frankly I hope TRU does exhaust its supply of Special Gill Grunts right before you finally get your belated email voucher sometime next week. Not going to apologize for feeling that way, either.

Because to me personally it's not worth the hassle. I was just going to sell the figure on Ebay anyway as I don't collect the variants.

I called this morning and explained my situation politely. I purchased well over $200 worth of Swap Force during November and December. The purchases are clearly shown in my rewards account. There's no question that I qualified for the promo, but I did not receive an email yesterday.

I didn't hold out much hope when the CSR this morning said, Here's your case #. I've escalated it and you'll hear back in 2-3 business days.

However, I received a call back in less than 6 hours. That person offered me either a $20 gift card or to place the order for the free figure with free shipping. I chose the latter. He confirmed my billing and shipping address, including email, and he placed the order for me right there over the phone. I received both an Order Acknowledgement and an hour later, Order Confirmation emails from TRU.

Problem solved and I am a happy camper.

Of course now I'm slightly worried as I haven't received any sort of order email as other people that have been told its shipping have gotten that.

*sighs*

If its not one thing, its another.

I would hazard a guess that your Order number would be attached to the reference number, if you had opened a case and received that. I stayed on the phone long enough to get my order number from the CSR, just in case the email didn't come through.

Special orders like this, that are placed through customer service, are not shown in my TRU.com account, but I can look up their status based on order number and zip code.

I don't know if this has been brought up, but I finally found the promotional email in the junk folder under my wife's email address. My rewards account was created under my email address and all of our purchases were made using this account at a physical store, but the email went to the address associated with my wife's online account which was NOT used to make any of these purchases (not the same as the rewards account). I will be changing one of these addresses to make sure all emails are going to the same location.

lol... came home tonight to an e-mail from Toys R Us... was all excited - but it was just the receipt for Sheep Wreck Island that my wife picked up for me when she went "into town" today.

Bahamut, I used your steps. Thanks. My friend started at #9 and had no problem. Probably because of all the calls they got today.

Quote: BahamutBreaker

Quote: ToxicFate

Well still no email and I'm not going through all that calling nonsense.

Why not?

That's just purely lazy and/or entitled.
Sometimes one has to work to get what one wants, even in situations (like this) where somebody else screwed up.

The instructions for circumventing TRU's ridiculously poor handling of this promotion are right there for you in Post #301. It will take you all of 10-15 minutes to get through those steps. It took me longer to type all the steps out and post them here than it would take you to follow through on them and get your reward.

To each, his/her own, I guess. But if you're going to just sit there with your thumb in your ear when you could instead be taking action, then frankly I hope TRU does exhaust its supply of Special Gill Grunts right before you finally get your belated email voucher sometime next week. Not going to apologize for feeling that way, either.

I agree with BahamutBreaker, and think he deserves a BIG THANK YOU for those of you that never received the initial email voucher.
As for the "Nonsense", I say its Nonsense NOT following Post #301 since it has been proven to work on many occasions.
I guess you deserve what you get. If you do nothing, you may get nothing.
Even though I received mine, I still appreciate BBreaker for posting a resolution that may take an extra 10 minutes, but again has been proven to work.

For those that are having a hard time looking it up... remember that the item will not pop up with the R Web#. Make sure you use item # 28454826

Or, click on this link: http://www.toysrus.com/product...igure%2520Offer

Quote: dinoah2005

Quote: BahamutBreaker

Quote: ToxicFate

Well still no email and I'm not going through all that calling nonsense.

Why not?

That's just purely lazy and/or entitled.
Sometimes one has to work to get what one wants, even in situations (like this) where somebody else screwed up.

The instructions for circumventing TRU's ridiculously poor handling of this promotion are right there for you in Post #301. It will take you all of 10-15 minutes to get through those steps. It took me longer to type all the steps out and post them here than it would take you to follow through on them and get your reward.

To each, his/her own, I guess. But if you're going to just sit there with your thumb in your ear when you could instead be taking action, then frankly I hope TRU does exhaust its supply of Special Gill Grunts right before you finally get your belated email voucher sometime next week. Not going to apologize for feeling that way, either.

I agree with BahamutBreaker, and think he deserves a BIG THANK YOU for those of you that never received the initial email voucher.
As for the "Nonsense", I say its Nonsense NOT following Post #301 since it has been proven to work on many occasions.
I guess you deserve what you get. If you do nothing, you may get nothing.
Even though I received mine, I still appreciate BBreaker for posting a resolution that may take an extra 10 minutes, but again has been proven to work.

I agree, I got mine alright on Friday the 17th but that post seemed to help so many people get the figure they've been waiting about 4 months for! It's really not that hard to do, I've spent more time on the phone with Insurance agencies and Doctors offices trying to get a medicine that's already approved to get into my hands and I'm talking hours from here to there with nothing to show. Just ten minutes to get a free figure that you should of got in the first place, easy!

Quote: dinoah2005

Or, click on this link: http://www.toysrus.com/product...igure%2520Offer

or the link provided....but when called CS they asked for the item number since they werent able to find it on their system with the r web code.....

I feel for you guys who are having trouble with this. I doubt they had an issue with sending the emails. I'd guess they screwed up in determing who qualifies and/or reward members with no associated email. Most likely some exec madethe ddecision on the promo before asking if they could carry it out.

I doubt we'll ever know if this screw-up by Toys R Us was an intentional human error, an accidental human error, or a technology error.
Regardless, they screwed it up, and there isn't a good excuse for that. This was a promotion that could EASILY be tracked using their established Rewards membership database of sales, and they had greater than THREE WEEKS between the promotion's end-date (12-31-2013) and their own self-established deadline for distributing the email vouchers (1-18-14).

Bottom line, they screwed up, and they lost some credibility and some trust among parents and Skylanders fans. It's a shame, too, because the timing of this mess-up comes at a point where Toys R Us was beginning to separate itself from the field and establish itself as the premier retailer in the USA for Skylanders. In my mind, this promotion provided TRU the opportunity to cement itself as "the best" and essentially bury the rest of the competitors. But they whiffed and regressed toward the mean. Disappointing.

I chalk it up to technical issues. TRU's web presence is highly buggy, slow and haphazard. It is almost as bad as the Club Nintendo website. Their website crashes add-ons more than any site I've ever seen, and it is crazy slow. They don't follow best practices on user maintenance, I tried for an hour to reset the login for my wife's Rewards account on Friday to no avail. Half the time it thought I was logging into my account, the other times it simply didn't register - apparently they store too much in cookies.

Some companies are getting drug kicking and screaming into the online world, with both Nintendo and TRU trying their darndest to avoid this Brave Not-So-New World. I would think a retailer like TRU would be more anxious to have a flawless web shopping experience, or maybe they just want to frustrate you into going into the store in person.

I chalk it up to Technology. First off I think they should get credit for doing the coupon online than give you a coupon for the store and find out that the store you go to did not have enough. This would be very difficult to track, some stores could get too many and others may not get enough. This way they can monitor the Warehouse and send it to you. As for the email not going out to everyone, it has been proven to call and generate a case #. Even when you call TRU they tell you they can not do anything until you open a case. Post #301 shows how to expedite this process.
Good Luck.

Worked for me! The first representative I talked to gave me a reference number then told me it would take 24-48 hours to get the email. She said the system that generates the promo code crashed and that they expected it to be up and running in a day or two but rather than waiting I called the second number and they are sending me one. So glad this is over.

Just wanted to say thanks for the info posted here (post 301)
Call and my should be here by thursday

Thanks to all for the info on this. I also did not receive the email on the 18th. waited the whole day and then followed BahamutBreaker's instructions (back on page 7 of this topic). Call teh 1st number and all went smooth, CS person was very nice, no issues confirming eligibility or getting case number. She said i should receive the email within a few days. Being impatient, I called the 2nd number this afternoon and the agent implied that they were getting MANY calls about this and we're just placing orders to those that they could confirm info for. Got confirmation emails and Gill should be here between the 22-27th.

So has anyone that got the email with the voucher/code on Friday or Saturday gotten a Shipping Email yet? The one I bought last week should be here by Wednesday but the free one nothing yet. I know today is MLK day so no mail but maybe by tomorrow.

Quote: Kartoonkid91

So has anyone that got the email with the voucher/code on Friday or Saturday gotten a Shipping Email yet? The one I bought last week should be here by Wednesday but the free one nothing yet. I know today is MLK day so no mail but maybe by tomorrow.

I got my shipped notification about two hours ago. I asked a ton of questions and made sure I got the ORDER notification sent to my e-mail before I hung up. That's also noted in Bahamut's excellent customer service post.

It worked, I finally got it all sorted out and had them order it for me and got the e-mail. Thanks Bahamut!

I haven't gotten my email for the free figure yet but did receive the shipped email for the one I bought as insurance. On the phone right now with a 20 minute wait time to get things sorted out for the free one and just discovered that RewardsRUs.com is down rat, giving a 404 error to all browsers and web verification sites. Skylanders fans unite, lol!

Update: Didn't get a chance to completely submit this message due to the CSR I was speaking to coming back very quickly and warm transferring me to the Rewards Promotions department (as she stated the regular Rewards folks couldn't assist). The Rewards Promotions department CSR verified that I did qualify and, even though the previous associate had already created the case, went ahead and placed the order for me. I got the order confirmation email before the call ended and all is well!

Based on my conversation with the second CSR, it seems like any returns that you have done during the promo period may have disqualified people from getting their automatic emails. The CSR didn't say that but she did specifically verify that the one large return I had (bought a special edition 3DS and then found out that Target had a flyer out for regular ones at $100 less than my Mario & Luigi one so I returned it and bought a regular black one with a price match) didn't affect my eligibility. I do very similar CSR work for a different company, so I'm familiar with such issues and figure that their system got jammed up by things like this. That's not to say that all missed emails were returns issues, but when I started this post there was a message just above talking about returning Skylanders stuff and repurchasing other figures caused TRU's system to think they didn't qualify.

Hope this helps out anyone still wondering or on the fence about calling! Just be sure to be very nice to your CSR and they should treat you the same and do everything they can to help you. If they get you taken care of without issue and you get a survey email about their call, make sure to leave them top marks--it really does affect them personally in their day to day job. If a CSR had to transfer you before the issue was resolved, just remember, it's part of their scripting and how they're told to do their jobs. Not everyone picking up the Rewards line is in the correct specific department to assist and, if there is an issue with a return, they're not authorized at their level to give a "credit" (even though returning and rebuying shouldn't need any extra credits afterward, some CS systems such as TRU's see it that way) and CSRs are generally told not to escalate calls (send or refer callers to a supervisor).

-Doug

Quote: BahamutBreaker

Quote: ToxicFate

Well still no email and I'm not going through all that calling nonsense.

Why not?

That's just purely lazy and/or entitled.
Sometimes one has to work to get what one wants, even in situations (like this) where somebody else screwed up.

The instructions for circumventing TRU's ridiculously poor handling of this promotion are right there for you in Post #301. It will take you all of 10-15 minutes to get through those steps. It took me longer to type all the steps out and post them here than it would take you to follow through on them and get your reward.

To each, his/her own, I guess. But if you're going to just sit there with your thumb in your ear when you could instead be taking action, then frankly I hope TRU does exhaust its supply of Special Gill Grunts right before you finally get your belated email voucher sometime next week. Not going to apologize for feeling that way, either.

You can accuse this person of being lazy and entitled, but I see no issue with choosing to walk away from the situation. Sure you can call and spend 15 minutes sorting it out and make them follow through on the order... OR you can decide they've failed to meet their obligation and therefore are not worth your futher time or business.

I applaud you for helping others with their orders, but I see no reason to resort to name calling just because this person decided it was not worth the time and effort to correct the mistake for the free offer for something he didn't really want to keep for himself anyways.

Sadly, that's pretty Standard-Operating-Procedure 'round these parts.

I ordered the day I got my coupon code. I received the Shipment Confirmation this morning.

they said i had to buy all 100 dollars in one order. was that in the fine print? i thought it was a cummulivative total of your purchases from 10-13 to 12-30 or whatever. are they trying to screw me out of gill grunt?

I just got off the phone with them and they said they have extended the e-mails to go until Jan 27th.

Not sure if it was BS or truth but there ya go...

seriously guys? did it the 100 dollars all have to be spent at the same time on the same ticket? cause i thought it was spend 100 dollars total from october 13 to december 31. anyone respond a picture or a fact or something?


ima cry. :'(

edit
i just reread the first post, and it says cumulative. so i dont get why the email they sent said that it had to be on one order.

That is a lie, it is cumulative.

Here is the email I got.

Thank you for contacting Toys “R” Us regarding our promotion, "Free Skylander Gill Grunt" I'm sorry you were unable to take advantage of the offer when placing your order, and I apologize for any inconvenience this may have caused you.

I researched Rewards Account, and unfortunately it did not qualify for this promotion because you would have had to spend $100 on Skylander Swap Force in one order.
If you have any further questions, please feel free to call us at the number listed below or just respond to this email.
Thank you again for contacting Toys “R” Us. We value your business and look forward to serving you in the future!


Does anyone have verification that it was cumulative?

I did not spend 100 in one order and I got a coupon code emailed to me.

TRU is offering the "Special Edition Gill Grunt" to all Rewards R Us Members who spend $100 or more in Skylanders stuff from today until December 31st. According to the little blurb at the bottom:
"Offer Available while supplies last. Quantities limited; no rain checks. Limit one per household. No substitutions. Please present your Rewards R US membership card at the time of your Skylanders Swap Force purchases during the event period of 10/13-12/31/13 to qualify. Cumulative purchases of Skylanders Swap Force video games, figuers and video game accessories must be $100 or more before any applicable taxes and fees. Coupon will be distributed via email by 1/18/14 and expires on 1/31/14. (...)"

Quote: txedomask

Here is the email I got.

Thank you for contacting Toys “R” Us regarding our promotion, "Free Skylander Gill Grunt" I'm sorry you were unable to take advantage of the offer when placing your order, and I apologize for any inconvenience this may have caused you.

I researched Rewards Account, and unfortunately it did not qualify for this promotion because you would have had to spend $100 on Skylander Swap Force in one order.
If you have any further questions, please feel free to call us at the number listed below or just respond to this email.
Thank you again for contacting Toys “R” Us. We value your business and look forward to serving you in the future!


Does anyone have verification that it was cumulative?

Sorry if I wasn't clear lol. I was saying it was a lie from them, not you. That person has no idea what they're saying!



There is the word cumulative in the "fine print" of the Great Big TRU Wish Finder Catalog. I can take a pic of the whole thing if you want.

Quote: Kartoonkid91

So has anyone that got the email with the voucher/code on Friday or Saturday gotten a Shipping Email yet? The one I bought last week should be here by Wednesday but the free one nothing yet. I know today is MLK day so no mail but maybe by tomorrow.

I finally got my email telling me that my item has been shipped. I got a Tracking Number but it is too new to get an update. Have to wait 24 hrs for an update.

Quote: exosquad

seriously guys? did it the 100 dollars all have to be spent at the same time on the same ticket? cause i thought it was spend 100 dollars total from october 13 to december 31. anyone respond a picture or a fact or something?


ima cry. :'(

edit
i just reread the first post, and it says cumulative. so i dont get why the email they sent said that it had to be on one order.

All you have to do is call customer care back and ask to speak to a supervisor, trust me. The supervisor is not going to lose a customer over a $12 figure. I also had issues with them telling me I didn't qualify because they deducted a return I made of the original launch purchase items even though they didn't count the launch day purchase. So it put me in the negative.

I just got off the phone with them Tues 7:55am and they said I should have my email by Thursday afternoon and if I do not I am to call them back for further assistance. We will see what happens right? I even tried the nice guide post that BB listed above and to no avail so far.

I was just told the same, by the main 1-800 number. Apparently there was an 'email glitch' and emails are being resent. Unsatisfied, I called the 855 number, and they now have a case open for me. I'm told I should receive an email within two days, and a phone call within three to five.

This level of customer support is appalling.

Quote:

I was just told the same, by the main 1-800 number. Apparently there was an 'email glitch' and emails are being resent. Unsatisfied, I called the 855 number, and they now have a case open for me. I'm told I should receive an email within two days, and a phone call within three to five.

This level of customer support is appalling.

Same for me, the rewards people said they had to send it along to verify the amounts, which they should have been able to do themselves.

The lady i was talking to quoted the dates as 10/31/13- 12/31/13 which of course is false advertising. Basically they are trying to skip over the first couple of weeks of release to try to count out all of us who spent a ton of money on skylanders during that time. I didnt argue because i have already verified my amounts on the rewards website and even from the dates she quoted im still way over 100 dollars in purchases.

She gave me a reference number, suposed to call me etc.

So then i called the other number, guy said he sees my case number, and that they extended emails to the 22nd ( tomorrow ) I said i was worried to wait because they would run out of them, he said he understood. I asked him if he himself didnt have control over the emails he of course said no and did not offer any way to purchase it for me at this moment.

So suposedly i should get a email by tomorrow (not holding my breath on this one) and if not im suposed to call with my case number.

It would not suprise me that come tomorrow when i dont get the email and call them they are magically out of them.

This went about exactly how i figured it would go from the first day i saw the promotion i said it would be a miracle if it worked out right. But i figured id give it a try anyway.

Quote: txedomask

Here is the email I got.

Thank you for contacting Toys “R” Us regarding our promotion, "Free Skylander Gill Grunt" I'm sorry you were unable to take advantage of the offer when placing your order, and I apologize for any inconvenience this may have caused you.

I researched Rewards Account, and unfortunately it did not qualify for this promotion because you would have had to spend $100 on Skylander Swap Force in one order.
If you have any further questions, please feel free to call us at the number listed below or just respond to this email.
Thank you again for contacting Toys “R” Us. We value your business and look forward to serving you in the future!


Does anyone have verification that it was cumulative?

that is the EXACT same email i got. word for word.
i dont know why they are lying to us. i sent them an email back telling them the dates and totals of skylanders purchased, i havent heard back from them yet.

In response to a few of the most recent posts here ... those of you that are being told that your purchases could not be cumulative during the 10-13-13-to-12-31-13 promotional window ... the customer service representative is either straight-up lying to your face (figuratively, over the phone), or that representative is receiving bad/false information.

To be perfectly clear: the original advertised details of this promotion stated that your Swap Force merchandise purchases COULD be cumulative. Do not allow the Toys R Us representatives to screw you over.

Quote: exosquad

Quote: txedomask

Here is the email I got.

Thank you for contacting Toys “R” Us regarding our promotion, "Free Skylander Gill Grunt" I'm sorry you were unable to take advantage of the offer when placing your order, and I apologize for any inconvenience this may have caused you.

I researched Rewards Account, and unfortunately it did not qualify for this promotion because you would have had to spend $100 on Skylander Swap Force in one order.
If you have any further questions, please feel free to call us at the number listed below or just respond to this email.
Thank you again for contacting Toys “R” Us. We value your business and look forward to serving you in the future!


Does anyone have verification that it was cumulative?

that is the EXACT same email i got. word for word.
i dont know why they are lying to us. i sent them an email back telling them the dates and totals of skylanders purchased, i havent heard back from them yet.

They sit on throne of lies!!!!!!

OK, I JUST received my email w/ the free code...

Wow, this is about 20x worse than the Quickdraw Rattle Shake fiasco.