We recently received our shipping reimbursement check from RC2, the makers of the recalled Thomas & Friends Wooden Railway toys. On June 20, 2007, we paid $5.25 to ship four trains via USPS Priority Mail with Delivery Confirmation. Last week we received a $4.60 check along with a short letter.
I was disappointed that we were not refunded the full amount, but after reading some of the comments on our other Thomas & Friends recall articles, it seems like we were lucky. Many people are very upset about the way RC2 is handling the reimbursement process. Our reader Jill received a check for $1.81, even though it cost her $3.03 to ship 4 items. Carolyn received $5.30 after paying $8.23 to return 9 recalled items while Jeff was reimbursed only $1.81 for about $5 shipping fees for 3 items.
Carolyn and Jeff both shared with us their negative experiences with RC2 customer service when they called to complain. The RC2 representatives seem to be unsympathetic and uncooperative. They were unable to give the customers explanations as to how the shipping amounts were calculated or when the replacement trains would be shipped.
I plan to call them myself to complain about the fact that no matter how many recalled items were returned, only one free gift was shipped. I could have easily sent my son’s trains in four separate packages with different return addresses. We might have ended up with 4 Diesel engines, but at least he’d stop asking when his beloved trains would come back with their “new paint job.”
Have you received your free gift and RC2 refund check? If so, let us know in the comments section below what you received and how much you paid for shipping.
5 responses so far ↓
1 Leigh // Aug 21, 2007 at 10:11 am
I sent back a wooden James and Tender. First Class shipping came to $1.64. I received a refund check for $1.13, there is no friggin way you can ship a train and tender for $1.13.
Its not as much about the 51c as it is the principal. Not only did they distribute products potentially harmful to my children, they are a bunch of cheapskates. I emailed them and this was their reply:
“Dear xxx
Did the items you received match the items you sent in for replacement?
We have administered postage reimbursement based on package weight at the USPS ground rate. Amounts that are different than the rate received may be based on packaging differences or post office quotes for priority shipping, insurance, etc. We will not be offering additional reimbursement.
Thank you for your understanding.”
FTR - Im still waiting for the replacement James + tender. We did receive a S.C. Ruffy freight car as free gift, but honestly they could have kept it.
This is not the first issue Ive had with RC2 brands, but it is the last. No more RC2 items for us.
2 Elaine // Aug 21, 2007 at 6:42 pm
Thanks for sharing, Leigh! I agree that it’s the principle of not being reimbursed the full shipping expenses that is bothering so many people. RC2 probably offered to reimburse shipping as damage control, but instead they are upsetting the already disgruntled customers! RC2 should have just looked at the postage sticker on each package and simply reimbursed what was paid. I’m curious to see what their next move will be.
3 Jeremy // Aug 22, 2007 at 4:36 pm
Will you certainly can’t expect a company that makes hundreds of millions of dollars a year in revenue to go back to which shareholders and tell them to cough it up so that they can refund the money to people who have toys that could potentially harm their children do you?
You already mentioned the solution, don’t buy the toy, and pass the message on!
4 Teo // Aug 28, 2007 at 11:09 pm
We sent two packages of stuff, and got one check for $4.60 and one for $2.15. Spent $5.25 x 2 to send them. Called the 800 number and received rude brushoff: The “executive committee” has decided to reimburse only for the weight of products, not packaging, and not pay for delivery confirmation. Supervisor “Sarah” was not in today and plans to be in meetings all day when she returns. No higherups are available.
For anyone else who’s a bit miffed, the general offices of RC2 are in Oak Brook, IL, and their phone number is (630)573-7200. From the company directory, I believe Mr. Peter Henseler’s, the president, extension is 7281 for your direct dialing convenience. Or, for those in the Chicago area, a visit can be made to 1111 West 22nd St., preferably with a young consumer or two in tow.
Another thought for those with some dough to waste would be to purchase 100 shares of RCRC, their rapidly dropping stock, and show up at the annual meeting to demand an apology in person.
5 Lefty // Oct 22, 2007 at 7:59 pm
hey, I got all my money back. I just followed the directions. Sent it flat shipping no confirmation or insurance. (thats extra, your cost.) but beside the point. It could be worse, your toy could have been matel, and gotten NOTHING Think about it.
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