In an effort to get her holiday shopping done early, Kelly Caldwell went to the Toys 'R' Us on Winchester and Polo Grounds Boulevard the week before Thanksgiving.
She did her Christmas shopping and paid a $50 deposit to have eight items put in layaway. Caldwell, of Southaven, Miss., says she was told she had until Dec. 16 to get the items out of layaway.
"Thought I'm not playing. These are Christmas items I need that are going to be sold out extremely fast," she said. "I thought I was doing right getting ahead of the game, but apparently not."
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According to Caldwell, she returned to the store Dec. 10 and paid the remaining balance of $115 to get her merchandise that was put in layaway.
She found out that her layaway had gone away. The eight gifts she paid a $50 deposit for were nowhere to be found, Caldwell said.
She asked for management to find out why were gifts disappeared.
"This lady waves me up from the back and says, 'I really do want to apologize now,'" she said. "Their employees told us 'we have either restocked the shelves with layaway products, or we have misplaced more than 1,000 layaway products that are in the back, items on layaway.'"
Caldwell says the store offered here store credit. She refused and got her money. She is also waiting on a call from Toys 'R' Us corporate headquarters about the matter.
"I don't want a store credit, I need to go out and find these items somewhere else," she said. "So in the end, they refunded my money and I'm not the only one this has happened to."
A Memphis Toys 'R' Us representative admitted to FOX13 News that there was a layaway problem. It is unclear how many Bluff City customers were affected, but they will meet with those affected in the botched layaway option one-on-one.
"I am telling you if you have a layaway, it won't be there, or you better hurry up and go get it," Caldwell said.