Un-resolved Issue With Online Ordering

To whom it may concern,   I would like to place a formal complaint on file, but to bring it to someone's attention who can correct this situation, that there is some SERIOUS issues in your packaging/shipping department.   I have had the most HORRENDOUS experience shopping online with ToysRUs.com. I can not think of any other time in my life that I have been so disappointed, aggravated, and just plain put out of my way to shop online before.   During the last few weeks, I have placed quite a few orders online in order to avoid shopping in stores during this Holiday season, especially being that I have two small children and anyone who has children knows how hard it is to shop for Santa toys WITH the kids.   3 out of the 5 orders I've placed I've had a problem with. The first time I was missing a set of Lego City Fire Truck Legos. The second time I received the wrong item entirely. I ordered a Push n Go Panda and a Spinning Robot Arm, and I received a Melissa & Doug Jumbo Paintbrush set. This third time I ordered 2 Cuponk! Games and only received one.   This last time was the final time this will happen to me because you've lost my business completely, and you can consider everyone in my family a loss also. The man on the phone told me that he suggested I go shop in the store next time to ensure I get what I order. I don't think he meant it to be rude, but I think that was bad customer service if you ask me.   I understand this item is now out of stock, but it was NOT out of stock when I ordered it. So NOW, because there are none left I had to settle for a refund and take my business elsewhere. I asked if I could have free shipping to order a replacement item and I was told that you do not offer free shipping in this situation.   This season, I've spent OVER $500 in your online store. Because of the customer service I've recently received, and because of the not one, not two, but THREE orders that I wasted hours on the phone to attempt to fix, I will most likely be returning ALL of these items and going to Wal-Mart. There prices may be a bit higher, but at least I don't have to wonder if I will receive what I ordered or have my issues left unresolved!   I will probably not even get a response to this e-mail because I've sent several already about the issues with my missing items, and finally resorted to hour long phone calls because I never so much as received an automated response. I will also be forwarding a copy if this to the Better Business Bureau should I not receive a reply and an attempt to rectify this situation.   Signed,   Cathy Ristagno