FAO Schwarz Customer Service Issues

My 9-year-old son received a Christmas gift from his grandmother, a [redacted]-piece custom build coaster. We've been working on it for a week but find the instructions poorly written. Specifically, page 16, step 25 is incredibly vague and confusing. Although we have experience with LEGO and k'nex sets, we are struggling to make sense of this. The product looks fantastic and is well-packaged, but we're stuck and can't progress. I suggest color-coding the instructions or targeting a much older age group for this project. At 36, even I am finding it challenging to follow these instructions. - Shelby Sewell

To whom it may concern, I had sent an email to your team six days ago and have not received any response yet. Despite providing three email addresses as requested, I have not received any tracking numbers for my order. Yesterday, my daughter received a package containing only one of the four gifts we ordered. The item was a small book placed in a significantly oversized box and unfortunately, it arrived damaged. The phone number available connects to your online call center in CA, which is not associated with the NYC store. According to them, due to technical issues since the store opened in November, the only way to reach you is through this email address. They confirmed that the particular book is not even listed on the online catalog for a replacement. I kindly request a callback from a competent individual within your organization who can offer assistance promptly, considering the proximity to Christmas. Our recent visit to your NYC store was delightful, and we enjoyed selecting Christmas gifts for our grandchildren. However, the current situation has been quite disappointing and disorganized. Thank you for your attention to this matter. Best regards, Susan H. [redacted]

I purchased the Sharper Image RC Robot Combat at FAO Schwartz in NYC during Christmas [redacted]. I have attempted to contact Merch Source and Silverlit without success. Our goal is to have the item repaired, replaced, or refunded. Please provide guidance on your customer service procedure promptly. Thank you. From, Thomas B. [redacted] Jamesville Toll Rd. Jamesville, NY [redacted], USA [redacted] [redacted]

Urgent update! I am writing to inform you that my card was stolen, and unauthorized purchases were made online with my card information. I reported the theft on Saturday, July 8th, as all the money ($[redacted]) was taken for transactions at your store. The last four numbers of the card are [redacted]. I am seeking a refund for this transaction as it was not authorized by me. The card was a gift card from Vanilla purchased at Walmart, and I have the receipt showing I loaded $[redacted] onto the card. When I checked the balance, all the money was gone. Vanilla provided me with your contact information, linking the unauthorized transaction to your store. Please respond promptly. Thank you.