I have been trying to contact someone who can help me with the poor service I received at Kenwood, Cincinnati, Ohio ToysRus. I placed a order for the 24 inch Hello Kitty beach cruiser bike on October 12th, I placed the bike in layaway that day so I would have a place to hide the bike until Christmas. I was advised that I would need to put some money down and have at least 1/2 the balance paid within 90 days or in full by December 9th if I wanted the bike for Christmas since it would be shipped from the factory. I came in and made numerous payments, with the final payment being placed on December 8th. I was told by the employee that I would be notified when the bike came in and could pick up as late as 10pm Christmas eve if needed. I went in on 12/23 to pick up the bike, only to find out that there was no bike, none assembled, non in stock, and there was no way of ordering one. Not what I wanted to hear the day before we open gifts. The store was very rude and acted like it was no big deal that they would just give me a refund and to go upon my way. I would also like to add that the store clerk was not very honest with me from telling me numerous times they found my bike and were assembling it, to they are ordering one online, and so on. I tried speaking with the manager about getting another bike and honoring the 25% off coupon I had upon initial purchase and he stated no that it was no longer valid. Lets just say I left the store very unhappy because "santa" was unable to provide the one gift my daughter wanted under the tree. I would think since ToysRus held my money for over 2 months and I did not get one notification that the bike was not available until I went into the store 12/23 and waited for about 1 hour to locate it, that there was no bike. If this issue does not get resolved I will let every social media site know, BBB, and take it as far as I can to let everyone know exactly what happened.