We got our Wii Fit from Toys-r-Us (not sure if I said that before). We got it at the time by ringing up a few times, asking when / if they had deliveries. The day they got a delivery Grete went over and queued with about 14 other people. They handled that pretty well with tickets and assurances everyone would get one.
Anyway, about 14 days ago we noticed the Wii Fit had a fault. If you stood in a specific place it would lose connection with the Wii. It was either being power recycled or the Bluetooth was being reset, or it was causing a short. It got steadily worse. We rang Toys-r-Us and first of all they said we’d need to bring it back in, with our Wii (which we didn’t get from them) to test it and they would refund us.
We explained how hard it had been to get one in the first place, and could they not do an exchange when they got stock? The person on that phone at that time said no. Anyway, we rang back a day or two later, and this time the (more knowledgeable) staff member said oh yeh, no problem, they would do us a definite replacement when they got stock in, and they never mentioned taking in the Wii to do any testing. And they said they aught to be getting some stock on Thursday or Friday.
So, Grete (who always gets to do this stuff because I’m a coward) took the Wii Fit in yesterday. Initially the member of staff she spoke to said they couldn’t promise a replacement, but Grete explained the conversation she had on the phone, and a different staff member confirmed that was possible. She got a slip of paper and came home. Today, they called and Grete’s just returned with our new Wii Fit. We were only without it for a couple of days in the end (although because of the fault, we’d stopped using it anyway).
So, Toys-r-Us, pretty good service in the end, but I think you need to educate your staff more consistently on your policy and processes.