eToys

Full review
I ordered some Star Wars legos for my nephew's birthday. I was a bit rushed and accidentally left the shipping address the same as the billing address. My bad. I realized this upon reading the speedy confirmation. I quickly looked up how to call them to fix the problem. I didn't think that I could receive the goods and then re-mail them in time to reach my nephew for his 6th birthday.

To my surprise there was no phone option available for customer service. So I followed the instructions on-line and e-mailed them my request to change the shipping address. Their reply was that they are sooo automated that
they can't change or cancel the order, but I could return the merchandise to KBtoys or send it back to them.

I'm skeptical that they can't affect orders within a hour of placement, but then to boast that their system is so automated that it can't handle a change. This is one poorly designed system to expect that no errors will ever take place. I'm glad they are not in charge of launching missiles!

A couple days later I got a confirmation that they had shipped my order (gee, thanks.) I used the tracking number to immediately call up the shipper, Airborne, to change the destination address. Foiled again. Airborne hands off the package to the USPS and cannot make any changes.

At least I figured out that I could just refuse the shipment and not pay for return shipping. Though the customer service folks were thoroughly unhelpful, in the end they did give me a credit for the gift wrapping charges, but I still paid for shipping.

I went to ToysRUs and shipped it myself.

Bottom line: with eToys there is no room for error.