Tom's Toys — Local services in San Luis Obispo

I am a disabled senior. I need to go to the second floor. The first young man told me i had to wait for him to finish his smart phone email and he would get the key and get me upstairs. the other young man came around the counter and took me to the elevator and we went upstairs. i asked how i was going to get down and he told me just to call him when i get ready. So found my purchase and walked to the stairs, the guys behind the counter could not see me. I called. No one answered. I yelled and the customers looked at me like I was crazy. Still no one looked my way to get the elevator. I slowly hobbled downstairs with my purchase and walked to the counter. Both men were on their phones either texting or tweeting or something. I had to call their attention twice before the turned around. I told them they did not answer my calls for the elevator and one man said he was sorry saying he couldnt hear me. Of course he couldnt hear me the music was so loud and his back was turned using his phone. I told him the apology did not cut it. I wanted the manager or owner and he said neither were there and apologized again. I told him that I would not be shopping there because of the elevator experience and he said nothing, that was just fine. I was getting upset. Something should be done about getting to the second floor for those who are...

I have been shopping at this store for about 8 years now, and have received excellent service every time. The employees have always been helpful and courteous. Often, I do not have a clue on what to get for a gift, and they seem to take it on like a personal challenge to listen & recommend a perfectly suited and age-appropriate toy. My children are 8, 6 and 2yrs old- I have been in there plenty of times with a stroller, and often have needed their assistance with the elevator. Again, never a problem (you can't blame employees for an old elevator system). The staff, especially Alex, are great and one of the main reasons why I will continue to shop at this store. With 3 kids, its easier for me to shop on-line, but I'd rather shop locally at Tom's toys. One last note, those times that I'm in a big HUGE hurry, its always nice to know I can call ahead for a certain toy, get it gift wrapped (for free), and just run over to pick it up; now that is what I call excellent...

If I could give Tom's Toys a Zero stars rating I would. Worst customer service, in this economy and in a pandemic I would normally never do this but my experience today was that bad. The manager Jack was RUDE!!!!! I have been trying to shop local as these are the stores that need the business. Family members recently moved to SLO and it is the 1st birthday being celebrated there. I wanted to buy a gift card so the birthday boy could come shopping and buy what he wants. I was told it is too busy to go to the post office and he was unable to think out of the box and keep me as a customer by suggesting an alternative solution, UPS, send a gift, pay for UPS or Fedex.... Sorry Jack but if you were the owner ( who I asked to speak to and was told no) you would realize business is down and every dollar counts. I am a new customer so even worse. I was a new customer but I am now a lost customer and the store down the street was...