[Snowflakian]

The clearance AFAIK is only DCIH which locally has always only had the same waves over and over and over again anyway.

The manager probably mispoke as they are prone to do based on what they think the system is telling them or because they do not know, so they refer to the easy bold faced lie of 'no longer carry said item, sorry.' With no follow up to maintain the customer satisfaction.

Them not carrying the batman line would be business suicide, let alone any other line mattel may have that kids want using DC. Like the brave and the bold line, among others. Not to mention the newer Business models TRU is starting to use, including pre-orders and collector centric appeasement. Managers should refrain from Global statements about any 'franchise' of lines that involve more than one toy line or format of delivery like DVDs or Video Games.

What he should have said is, that particular line with that system number is unlikely to return at this current moment. But they don't make those decisions on a by store basis. It's at the corporate level above his pay grade, and he is not aware of what the plans are as yet, but will be informed as they come to fruition. Or at the very least just simply said, the system is currently telling them they are not scheduled to restock said line at this date, but may later as the season progresses. He will inquire with the company to find out for future reference. Or even just the basic, we do not currently have it slated on any trucks coming in, but often what arrives on the truck can be a surprise to them as somethings are not told in advance. If the item is of a wave they no longer carry, he should have made that statement of apology that he is not sure if they will get another in, as they have already started to prep for the next wave, but companies may occasionally pack an older wave figure in a newer assortment.

But yeah, DCIH seems to have been mishandled anyway. No clue on the DC UC figures as yet. With the new DC Entertainment branch being built it's possible but unlikely since those are outstanding contracts. I'd bet money on he just pulled his statement randomly out of thin air while not thinking. One of my biggest complaints about the stores. So rare to actually find capable employees let alone managers barring the obvious select few exceptions.

A good test currently is the Ben 10 test. Ask about vilgax.
They'll say something along the lines of if it's not out there they don't have it. Or they'll make something random up like any day now, or next truck. (Wrong Answer, but continues your shopping on a by week basis to try and find this nonexistant kid wanted figure from a line that has been off shelves for years.)

When they should tell you that this current line he is not as yet scheduled to be packed in, but may be in future waves. Bandai has yet to list him in the assortments, but with his current appearances in the Series, and potentially in the upcoming made for tv live action movie, he may make a return to shelves soon. He was only released in the original Ben 10 line which has been currently replaced with the Ben 10 Alien Force line that Vilgax has yet to have been added to.
(Until this info changes at least, which very well could for the reasons as stated within that answer. Currently the case assortments only include the 10 aliens, Ben himself, highbreed, Kevin, and Alan.)

This test can be adapted to a multitude of lines, and while the employee may not know about every certain line, the correct response is still honesty of "I am not sure, but let's find out together." and use the computers to find out. OR "I am not familiar with this toyline, if you can give me a moment, I may be able to find someone who can help you better than I could." Honest, direct, and will hopefully either get the customer the answer they deserve, or find them an employee to ask about certain said line regularly. The customer will continue their business with them through that trust bond created. This test, and their responses is a great way to single out the good stores from the bad, to let you know where to shop, and which to avoid wasting your breath on even asking.

For example, I've used this test at two local TRUs in St Louis.

TRU Sunset Hills and TRU South County:

South County will lie and not bother even truly helping the customer, prone to even purposefully antagonize the customer, including arrogant employees who lie about their own capabilities in the industry, especially in the electronics department. I've even personally watched a Manager there lecture an employee in customer sight for providing the correct response and actually helping a customer who would have returned if they hadn't been told by the manager said employee shouldn't have said that. (Mind you all these statements outside of knowing the line itself are in the training videos themselves. I've worked enough retail, and seen enough of the training videos to know that for fact including managorial ones and business classes.) This manager then continued on to break manager to manager confidentiality by berating said employee to other employees in front of customers and further make this store look worthless. Why these employees are still employed is beyond me. They for all intents and purposes are walking, talking, employed liabilities. A lawsuit waiting to happen.

Whereas sunset hills hit me with every response they should have, and has become my prefered store. I will continue to shop there and visit it regularly and tell my friends and family to shop there as they are a knowledgable store, and will graciously help you honestly. As I am stating here. They gave customer service with a smile, and accurate information. Satisfying almost every inquiry I've made, the ones they couldn't, the genuinely tried, and were honest about it. Even going so far as to find out before my next visit. This store has redeemed Toys R Us in my eyes after what I witnessed and have dealt with at the other.

If they must visit south county, generally I end up having to go as a shopping consultant to wade through the crap and lies they spout. I will not be saddened when that store closes. So far the only highlight to it at all is because of all the customers they lose, it has become easier to find figures there, because no one wants to deal with their BS. So I use it only as a last resort when MU hunting in desperation.

I generally agree with the sentiment of underpayed workers why should they care blah blah blah, how can you expect correct responses from them. BUT when you claim your company has toy experts, you lose that excuse anymore. People turn to TRU expecting employees to know about this stuff as advertised, and not be fed misinformation or lies. My biggest pet peeve about stores is knowingly lying to the customer as a quick answer due to ill-knowledge, or laziness. Generally both. We, the customer, keep them in business and deserve that respect.
This is all only in regards to Toys R Us. Since Walmart or Target or others have yet to make the 'Toy Expert' claim, they are exempt from my spiel here, as they are not solely a 'toy store' and just do as needed to make room for upcoming lines. But even they would not be so bold as to make gross overgeneralized statements they have no fortknowledge of.

This is something to keep in mind with the upcoming days of the holiday season as well. My apologies for the 'editorial' like length. lol.