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Toys R Us Complaints Continued... (Page 1)

148+ reviews added so far. Upset? Call Toys R Us corporate: 1 (800) 869-7787
40

My husband and I are furious with your company. We each pre-ordered Black Ops 2 Hardened Edition and today I get an email stating that due to "technical difficulties" our orders were cancelled. I have spoken to several customer service people to find out how and why this happened. You should have know you were only getting so many and therefore only taken that amount of pre-orders. Instead, you allowed people to continue to pre-order the item knowing you would not be able to fulfill them.

This is completely unacceptable. Due to ypour complete incopentence regarding pre-orders, I now cannot purchase this item anywhere. If I would have known this was going to be the issue, I would have pre-ordered from another store and would have been guaranteed to have it already. This problem with "technical difficulties" seemd to be a Toys R Us issue, no other stores seem to have had this problem with fulfilling customers orders.

And to compensate us with $10 off our next order is a slap in the face. You can be sure ordering from your company will never happen again. We will no longer shop/order anything ever again from Toys R Us. I have also started letting many people know how you operate and what has happened, as well as post online, on facebook and several other online social sites. I promise you I will be getting the word out! And I'm sure you don't really care, but by my order not getting fulfilled and not being able to purchase this game anywhere, my autistic son is going to be completely and uderly crushed. I am the one who has to try and explain to him why he isn't getting this game and then see the look on his face...not you!
60

Toysrus in Shirley I walked into shop a female member of staff at the customer service desk said can i take your shopping bags i said why. She said that it is policy that we have your shopping bags. I then said i have bought a ipod from Currys worth £200 so if i hand over my bag are you responsable for my bag she said no. I then said i know and understand why you would like to hold my bags until i finished shopping in your store but due to the value of my ipod i feel worried about me leaving my bag with you knowing that you are not responsable for my bag. the member of staff said well its our policy, and if you take your bag into the shop you will be asked to be search on the spot by a security guard i said fine i have a receipt for my things in my bag.

I felt like i done something wrong because other people were walking in with bags. After our talk i looked back at the desk and seen the member of staff talking and smurking with other staff all of them looking at me i felt really bad and i could not look around the shop properley for xmas presents. I informed the manager but i still feel down when i am thinking back of what happened. This took place at about 11:30 on 26.11.12 toyrus Shirley kind regards jason
20

I purchased a Kindle Fire HD from the Greece, NY location on 10/15/2012. I was unsatisfied with the item an I wanted to return it so I went back to the location where I purchased the item and I was told that I was unable to return the item because it was "opened." Who doesn't open an item to see if they like it or not? So I proceeded to see if I could find a sign of some sort stating the return policy on electronics in the electronic area. I was unsuccessful at finding the sign. So I spoke to the store associate and she informed me that the store policy was at every register on a placemat. The return policy was very small and I doubt people look at that so they buy things in good trust that they're able to return them later on. Obviously this is not the case I was told that I would have to call the number for the protection plan that I also purchased which would get me money back but in the form of "Merchandise Credit." That means I have to spend my money at your store again. I would rather not spend my money at your store or any other business in your company again.
20

I phoned u today about my pushchair then I pick it up cos I got told they have giVen me a new seat but I have got home to find out that tthere is a botton missing that you use to take the bar out to make it easyer to put ur child in so I want to know what you are going to do about it
60

Greetings, My Mother in Law and I (and about 50 others) just waited from 6pm until 8 pm at the Henrico Toys R us and they were not open! I called customer service ahead of time and the told me the store would be open and would have the promotion items! I would not be so upset if when I called they had told me the correct information that this store would not be open. Now we are currently waiting on line at the Short Pump store in Richmond, and have missed the promotional giveaway as well as many deals! I am in the military and also had to take a day of leave to be out here to do this for my children, please make this right! Also, this is my 4th time submitting my complaint and have yet to hear anything!
40

I am writing to file a formal complaint against your store. There are three instances where I received poor customer service from Babies R Us. I will start with the most recent which was your cyber Monday sale of this year, 2012.
I placed an order for a car seat from your website on Monday night, November 26th 2012. I received an email that night at 9:39pm EST stating the following:

Please wait until you’ve received your Ready for Pickup email before going to the store. The Ready for Pickup email typically arrives within 2 hours. Orders placed near or outside store hours may require additional processing time.

I did not receive an email 2 hours later. In fact it is now Thursday the 29th at 11am and I have still not received any kind of correspondence from your store stating any kind of delay.

I attempted to call the store yesterday (Lake Grove 6317) and was placed on hold for a half hour until I hung up. I tried to call back at various times through out the day and no one answered the phone. I find it to be unacceptable to call a major store and have no one answer the phone.

I called your main support line at 1-888-222-9787. The wait was 45 minutes. After waiting almost an hour I was able to talk to someone about my order. I was told that they know about the phone issues in the store and they don’t know how long it will take to process my order. And that since this was an in store pickup, I cannot simply go to the store and pick up my order, I have to wait until I receive the ready to pick up email (order #8606985508) This is another unacceptable answer.

I also emailed your customer support on Tuesday and I’m still waiting for a response from that – unacceptable. Problem number two. I bought a Barbie house from your store last month. The next day your store ran a promotion where you would get a free Barbie carrying case with purchase of a Barbie house. I went back to the store with the receipt and asked if they could do a price adjustment. They said that I would have to bring back the Barbie house. That’s ridiculous because the thing is completely assembled and I wasn’t about take it apart it and put it back in the box. I don’t see any reason why they couldn’t give me a price adjustment with the receipt. It’s just another example of the poor customer service provided by your company.

Problem number 3. About a year ago I had a stair gate that I never used new the box. I went to return it because I didn’t need it. It was 91 days since I bought it. They would not even give me so much as a store credit because the policy is 90 days. I had the original box and the receipt. IT WAS 91 DAYS. Another example of how horrible your customer service is. Walmart would never pull something like that.

I would like some kind of resolution to this. If not I will make this letter available on facebook, twitter, instagram, myspace, youtube, etc. and I will never shop at your store again. Your lack of response to issues and poor customer service is unheard of for a company your size. This would never happen at walmart, target, home depot, amazon, etc. I have plenty of other choices as to where I shop and I will no longer spend my money at your store if this is not resolved.
20

My daugher was home visiting so we decided to go shopping for Christmas presents for my grandchildren. The shopping experience was ok but checkout was frustrating. We were on linited time. Two registers were open. I am a very patient person but when we got in line the person in front of us had many coupons (which is great) but when she presented them to the cashier (afer she took off a gift card) she realized it couldn't be done. She had to call the manager,who was busy. He cancelled the transaction. She had to start over (she had lots of idems ). I went to the retun cashier and waited (he had to help again with another register) and finally Iwent to yet another register. As I am in line, the register froze up (a manager had to be called) , they r booted the register, reentered the items and finally finished the transaction. Finally it was my turn. Luckily no problems. I was fianally leaving the store afer standing in line atleast 40 minutes. The same time the first lady I was behind was leaving. If my daughter wasn't with me I would have walked out. I will not go in that store for anymore Christmas gifts. I was shopping at the Toysrus in Canton, Ohio. My daugher did say all Toysrus's are like that . What a shame !
20

Went to the Harrisburg,pa store on 13 November 2012. The store itself was dirty,goods on shelves was arranged poorly and in some cases the packaging was torn,broken open and /or damaged. At the check out counter ,after waiting 15 minutes to check out a sales clerk rather rudely told us to go from the customer service desk to a check out counter where there was no clerk to check us out. I will not be back to any toys r us store even though that is where we buy grand children christmas gifts. I am sure we can find another company that wants our business and shows it in a professional manner
40

Every time I walk into the Babies' r us / Toy's R Us in Midland, TX they have nothing in stock. I lived in the DFW area and was shocked at how poorly this store is managed and stocked with Skylanders. Those are hot ticket items. They can make mass money if they ordered more to keep in stock. This makes me want to drive 6 hours to go another store. Also, they have an Electronics counter and it's a joke. There is never anyone there.

Just wanted to inform you I worked Electronics and you can make money in that department if you have a good store manager and if you keep it in stock.
20

2012 my last time Black Friday shopping there. Employees are so rude and disrespectful. You ask where somethong is they say Dont Know with and attitude. It was a mess and unorganized. Like how employees not gone know what is on the different aisle. Maybe a
list would have helped their stupidity. Next time people gone snap back. They waited patiently in line didnt push while others were trying to find items by themselves!!!
40

I went to the Toys R Us in Berwyn. IL to make a purchase and the item was “sold out” according to the employees in the electronics department. Confirmed I can order the item at customer service and have it shipped to the store or to my house. Im ok with that as I have enough time to get it before Christmas. I go to customer service and the girl that is supposed to help me looks irritated by my request. She was at least nice enough to look and advised they did have the item I wanted in the back and she can have someone bring it to me. Of course I was happy and disregarded her lack or goos customer service. 20 minutes go by and nothing, so I ask. She advises me someone else was getting it and leaves the customer service area. 40 minutes later I ask the other girl about my toy. She said someone is getting it. Then I hear her tell someone else that the girl (the one that was helping me) is at lunch. Needless to say I was furious. I asked if I heard her correctly she said yes but someone else is getting your toy. I continue to wait. About 50 minutes into my wait the girl comes back and realizes she never game my paper to anyone to get my toy!!!! If it wasn’t because this toy was in the santa wish list, I would have probably flipped out and gotten kicked out. I ask for a manager. When manager comes and I inform her of everything that happened her response was “so what do you want me to do? Would a 10% discount make you happy?” I was not the only one waiting for about and hr. I would never go back to that store again
40

my family has had a toys r us account and rewards for almost two years now. No one at customer service can tell me how to access my rewards or where my rewards have been for the past two years. My password will not be accepted to the rewards site despite resetting it. I can order all the items I want to but never get rewards or access to rewards.

The customer service reps put you on hold alot for no reason and make you verify information to waste time. The woman was ignorant and routinely was silent on the phone for no reason. I don't believe that a 40 minute hold time followed up by horrible service personell with no anwsers or willingness to find them should work there. It is almost a waste of time to try. I hope this site proves helpful.
20

I bought 2 Tabeo tablets from Toys R Us in November for Christmas gifts on Christmas eve I opened the tablets and attempted to charge them and set them up to give the next day. The tablets are defective and wouldn't charge I couldnt unplug them from the wall outlet let alone give them as gifts. I called Toys R Us corporate office and spoke to 2 members the first gave me the number to Tabeo and said that they could help me, I called Tabeo support and spoke to 2 peopl there who said that the products were defective and that I should return them because when charging they should hold a steady red light not the blue light the tablets projected. I then again called Toys R Us because thats what its says online to do before returning defective or broken merchandise.

I spoke to another service rep who told me that I could return the items in the store with a receipt and gave me a confirmation # that was a record of our conversation. I told the representative that I would be going to a store on Wednesday to return the items, when I got to the store I was told by an employee that electronics couldnt be returned if they were open and I then asked how was I suppose to know that the items were defective if I didnt open them and no one could give me an answer, I then asked about exchanging the items and they said they didnt have them and that they didnt know when they would be in, I then asked about getting different tablets and paying the difference for better items because I had read the reviews for the Tabeo tablet online and that the item seemed to be defective and not really worth the $150 retail price and again I was told no.

I asked to speak with the manager who was the rudest of them all and not helpful at all she then told me that I should just go to a couple more stores and see if they have them I then asked her why should I the customer be inconvenienced and have to go anywhere else and the manager walked away. I then proceeded to call the corporate office and speak to 4 different people who were of no help and couldnt tell be why they cant stand by what their employees tell people because I was originally told on Christmas even night that the items could be returned with the receipt. I left the store on Aramingo avenue in Philadelphia with the name of the employees and the badge # of the person I spoke to in corporate because they were all so rude and provided the worst customer service I have ever received in my whole life.

The police were called to the store and the employees actually lied and told the police that I was in the store yelling and cursing which was competely untrue as I was in the store more than 2 hours and I told the police if I was causing such a scene in the store why hadnt they called the police earlier. I spoke with the police before leaving the store and they agreed with me the customer because the return policy is so unreasonable received a DC# to file a complaint with small claims courts because the amount in question is almost $400.00.

After leaving the store I called the corporate # again and spoke to a very nice young lady who said that she didnt see any reason as to why the store wouldnt return my items if I had the receipt she then went so far as to call another store and speak to the manager who said he would return my items if I had the receipt his reason being that they were Christmas gifts and that we wouldnt know that they were defective unless they were opened.
40

Today I was at Toys R US located at 340 New Town Square, Toledo OH 43612. I was looking to buy a princess canopy toddler bed for my daughter. There was a clearance sign posted by each of the toddler bed displays up on the shelf and it read: Save over $23, Princess Canopy Bed $56.90, Was......$79.99 (the fine print read) Discount taken at register, while supplies lasts, no rain checks. Offer good through 12/20/2013. So when I got up to the register it rang up at $79.99, when I explained the sign I was told it was for the floor model only, which was posted no where on the sign or anywhere. I was very frustrated and think if it was only a floor model price that it should be CLEARLY stated: FLOOR MODELS ONLY and why would it say while supplies last, no rain checks? We did not have a vehicle to fit the floor model in and I wasn't about to tell my 3 year old we couldn't get the bed she's been wanting for a few months now. I feel I was mislead by the sign posted and wasn't happy when I left the store. I have 2 children and always go to Toys R Us/Babies R Us and the signage has always been easy to read and understand.
20

I was waiting in line for awhile before the Toys R Us opened, line wasnt too long so I knew I was one of the first 200 customers. Finally, my family and I got to the front of the line and they had just run out of the little goodie bags they were giving away. However, you look over and people were walking with two of those bags in their hands. Myself and the three customers in front of me had told them that we felt it was unfair as we had been standing in line early waiting for this gift. They literally said "Oh Well." I was mad, but brushed it off because their was nothing they could do anymore.

However, some of the thing the employees said to me didn't sit well with me. There was a Disney chair (Minnie Mouse) that had the incorrect price on it, so I was trying to get an employee to help me figure out the correct price. I walked over to the electronics department and asked a man if he could help me. He said "Well I'm in the electronic department, go find somebody in red." I walked to the next employee, which was all the way in the front of the store (I did not see any employee in the middle or the back of the store), he was the line monitor. I asked if he could help me or at least help me find somebody to help with my question. He brushed me off and said he can't leave his area because he had to monitor the line. I understood that, however, he had a walkie talkie. Why couldn't he ask somebody using that? Isn't that what they have them for?

So finally, I went to the clothes dept and there was two people standing there. I kindly asked one of them to help me. She said yeah, but sounded hesitant as if she didn't want to walk all the way to the back of the store. Then the price on the minnie mouse disney chair ticket said $59.99, but was ringing up $69.99. She sounded as if she was mad about having to give me the item for that price & was saying something about "this is what happens when ____ doesn't let me do my job." The ___ meaning I do not remember the name she said, I think she was talking about the manager.

Went to go to the check-out, ended up spending about $100 because at that point, I just had to get out of this store. The lady that rang me up did not even say hi or how are you. Just took the stuff, rang it out, and we were done
60

Our family has been a customer of both stores since 2009 and on the 10th of this month we had such a horrible experience with the store on 410 and San Pedro. It began with trouble finding a dollhouse for over an hour that they said they had and could not find. Then during checkout the cashier charged us for an item that we did not have and didn't apply the $10 gift card for ever $75 worth. Our total was $415.48 and when we asked the manager Heather she gave us an attitude and said there was nothing she could do about since it wasn't caught before she finished up the transaction. I explained it wasn't the only mistake made and after the three hour experience it should be fixed since i had the receipt in hand. Heather again was beyond rude and said he couold do nothing about it.
60

About a week before Christmas We purchased a Tabeo tablet for my daughter, with the extended warranty. About two weeks later we returned it because the touch screen would not work at all. All the employees including a manager said that several had been returned and it was not a good product BUT my daughter loved it so much so we exchanged it. NOT even a week later this one went bad as well and they gave us a Lexi book which lasted for a...about 2 months. I am sending this complaint because I have purchased the warranty and now nothing can be done which is ridiculous! How can you spend so much money somewhere for the customer service to be so poor and Toys R us is obviously standing behind both products because they are both still on the shelf! Never again.
60

My son and his friends tried to enter the store to shop for a younger siblings birthday present and were immediately denied access. They were asked to present valid ID above 18 years of age, or be accompanied by a guardian. They respectivley questioned the rules set by the employee Miguel and he repeated "It's private property, get out." I feel that this is a major fault with the toys r us coorperation and its employees and I will ensure thy neither I nor any of my friends or relatives ever waste their valuable time or money at such a pathetic establishment.
40

I had a very disappointing experience yesterday in Toys R Us Hato Rey Puerto Rico I recently purchased a 7 inch Tabeo Tablet for my daughter during the month of December. The thing is the equipment turned out to be defective tablet wont turn, the screen didn't work. So I went yesterday to the Toys R US Where I bought it the one in Hato Rey, Puerto Rico, to have it exchanged by another tablet or for a refund.

And not only did I wait sooo long in line I was attended by this obnoxious assistant manager , whom which after looking @ the tablet just simply told me she couldn't accept the tablet because the manufacturing company wouldn't accept it. I told her the Tablet had arrived like this yet she didn't do much or anything to help out in this situation.

All I can say is that Toys R US.. should emphasize more on customer service which is very low quality, they don't seem to hire a lot of employees although the stores are very big. Sometimes you have to walk around for a while through out the whole store in order to receive some assistance by a employee. As far as this situation I feel totally robbed/Scammed for my money.

Employees are supposed to assist customers diligently and efficiently on any situation. But I just sensed they don't really care even though my daughter was next to me while I was trying to exchange the item ( Which obviously made her very sad, she wouldn't stop crying on the way back home.) I simply don't understand why wouldn't Toys R US exchange my item or give me a full refund it seems there always some sort of controversy or excuse to their own benefit when it comes to exchanges or refunds.

Other stores like Game Stop, Electronics Boutique, Wal-Mart, Amazon won't give those obstacles when it comes to exchanging a item which they also sell a whole lot CHEAPER. Iam beyond indignated because the store manager totally wiped her butt with my receipt ( The purchase had been made less than a month ago) And even though she did admit the Tablets were in fact coming with defects she declined to offer any assistance or a exchange, refund, store credit whatsoever.

Usually I never really buy often in Toys R Us... because there isn't located where I live & because I don't find the prices of the items cheap or affordable.. compared to Wal-Mart or K-mart or Game Stop , AMAZON . But this incident totally made it for Iam never BUYING ANYTHING ON TOYS R US ... EVER AGAIN.. and will give NEGATIVE RECOMMENDATIONS to relatives and Close ones based on my Personal EXPERIENCE. I WILL NEVER BUY HERE EVER AGAIN. EVER AGAIN, EVER AGAIN. THEIR RETURN POLICE IS A VERY FICTIONAL POLICY.
20

I placed an order online today for pickup at your Elizabeth NJ store and it was cancelled. This is not the first time that this has happen to me. I placed another order last Christmas and the same thing happen. I don't understand what the point is in having the convience of placing an order online for store pickup when it is never fulfilled. I called the store after the order was cancelled and they did have the items in stock.
20

I showed up at one of the Toys R Us stores in Waterbury, ct at 10:30pm to wait for the midnight sale to find out that all midnight sales started at 8pm. The flyer said the sales started at midnight so I am very upset to find out that people were able to shop the midnight sales at 8pm. There were several items I wanted to get my children that I couldn't get because they sold out by te time I got there at 10:30. This is extremely unfair and false advertisement.
60

I bought a bed online from Toys R Us in January. Ref. #130116-006616. I paid $342.72 for the bed, tax and shipping. When we assembled the bed, a railing was cracked and one of the screw holes didn't line up. I called customer service about returning the item. They said to get full credit I would have to return it to them, not a store. If I paid shipping they would reimburse me, (save the receipt) or they would email me a shipping label. I went to UPS to send the bed back. There were two boxes and only one label. UPS required two. Remembering what I was told by Toys r us, and not wanting to take the bed back home, get a label, and bring it back again, I paid out of pocket for the second box. When I did get home I called Toys R us and they gave me a fax number to send over the receipt and said there was no problem.

This was Jan. 28. The two boxes were received at Toys R us on Feb. 1. I faxed over the receipt on Feb. 6. When my refund came through, it was for $275.39. The original cost of the bed and tax. Not the original shipping or the return shipping. (both total $135.20) I called Toys R us again on Feb. 15. I spoke with Hector and was transferred to Tanya. Tanya (Tangane?) told me there was no problem and she would submit the request right away. Great. Or so I thought. On Feb. 25, I called to check on the status of my refund. I spoke with Hector again. (same person I don't know) He told me to wait another 7-10 days.

I said no, I wanted to speak with someone as to why this was taking so long. Eventually he transferred me to corporate and after much struggle (and a very long wait time) I spoke with Sebrina. She told me they were not going to reimburse me for the $67.87 for my return shipping. That I should have called them and they would have sent a label to UPS. (really? hadn't I already called and was told something different? And do they really expect me to call them while I am at the UPS store with 3 little kids and try to figure this out? It was easier to pay it and be reimbursed for it, as I was previously told) She told me no, that they weren't responsible and that whoever told me I'd be reimbursed was wrong. I asked her then why did they have me fax everything over to get reimbursed in the first place? And why should I be responsible for ANY shipping charges if the item was DEFECTIVE? (I do admit at this point I was losing a bit of control.

I had been on the phone for 45 minutes with no success, this after calling in Jan, and multiple times in Feb. to follow up, which if things worked the way they were supposed to I wouldn't have had to do in the first place) She was no help, and very rude. She kept cutting me off and not letting me finish what I was saying, and insinuating that all this was my fault. If the conversation is recorded, please listen. At one point, being completely fed up, I did mention a lawyer, I mean what else should I do? She was no help at all. When I asked to speak to someone above her she said there was 'no one above her', and if I wanted to speak to someone else I should hang up and call back. Really? I was just on hold and on the phone for pushing 45-55 minutes. She was really telling me to call back and start all over again?

I have 3 kids and homeschool and don't have time to be on the phone all day and be treated with such disrespect. Eventually she did transfer me, but to a store. She knew they couldn't help me and I believe this was her way of belittling me and frustrating me further. What kind of customer service is that? I'd like to file a complaint against her for her poor customer service and bad attitude. And I'd like some resolution to this. I am now being told, (by someone actually nice, Eric) that my request is being 'elevated', whatever that means. I am a resonable person, but really don't appreciate the treatment I am receiving from Toys R us. Please feel free to call or email me. Susan Martinez 619/861-7559
40

I came in to toys r us on Saturday and bought a dress there for my daughter. The problem is that I live an hour away and the tag that makes the alarms go off was left on it. Of course it didn't make the alarm go off when we left. Just wanted to let you know how much of an inconvenience this is because now she can't wear her dress until I can get up there for the security tag to be removed. I am a working mother and can't just run to Johnson City any time I want. Thank you for your time.
40

I just wanted to let you know that it is really stupid that some things do not qualify for free shipping even after you spend $79 dollars or more. I was interested in ordering the glider swing and other things, but they would not give me the option to ship to store, only ship to home for $30 dollars shipping!

The ONLY reason i was going to order the glider swing from toys r us is because i had a $25 gift card and the shipping is still more than that! Someone might want to reconsider these online options considering you can get the EXACT same product from walmart for FREE SHIPPING, which is where i will now be purchasing this product along with all the other products i was interested in.
60

I've called the Baton Rouge, La. Store for more than 1 hour and no answer. I initially called and was placed on hold due to another customer (in background) needing help. Employee never came back to line. This began at 2:05pm today, Sunday, Feb 7, 2015. It is now 3:05pm. I called to check on the availability of an item before going into store. I'm limited in walking due to a knee injury. Very, very disappointed!!!
20

A family member had a bay shower/bday party, and had many items to return. The family member had a return that totaled 318.00, the money was not on the gift card that was given to him by the toys r us employee. We have been calling constantly since Nov 28, 2014 about this and we have not heard from any one and we have not received a refund.
40

I waited in line about 45 minutes for the 1 person ahead of me. Toys r us employee did not greet me , just rang up my 3 items and told me the total I handed her a gift card and some change for the difference. She told me then "oh your paying with that", in a very condescending tone. I said yes I am. The manager then approached the counter to look at something from the person before me. She then said our system is down I cant accept the gift card, and started tapping it on the counter. I said ok how long is it going to be down, ill wait. She said its been down for over 20 minutes it will probably be down all night and continued to tap the card on the counter at me. I said if you think that's going to get me to pay cash instead of the gift card its not happening.

The manger turned and yelled at me and said "its not our fault the systems down! I said well how is it my fault then continued to yell. Have a nice night mam, hav a nice night mam to get me and all the other people behind me to leave the store. Well done you poor excuse for a manager. I found my purchase on AMAZON for over 35% less with free shipping. Even selling my Toys r us gift card for 20% less than its value I can still get my purchase cheaper on Amazon. Why would anyone shop at your over priced store with horrible service. Just because people come into your store from the gym, does not mean they are not business owners, who know how to run a business 10 times better then that poor excuse of a manager. THe manager could have suspended the transaction, called and verified the card value like I did, since I was using the entire card there was no reason to YELL or refuse my purchase. Keep you overpriced items Toys R US! will never be back.
60

Purchased a infant car seat for grand daughter, was currently using this device until I ca,e upon a recall from transport Canada. Contacted toys r us to inform them , they said they know nothing about it. Proceeded to give them recall info from transport Canada and they told me to stop using car seat and nothing they could do as purchase was longer then 45 days. As a retailer they should work hand in hand with supplier to ratify recall, as supplier is now stopping the making of car seats as it to expensive, what about all the people who are now out $200.00 plus they paid for Lamaze infant car seats.

Supplier is only offering giftcards to website, by the way which no longer is selling car seats , so what good is this to all the customers who purchased this item!! Also do not inform customers of recalls, which in turn puts the infants all at risk using an unsafe car seat. VERY DISGUSTED with toys r us with handling this problem
40

3/21/13 3:30 pm went to Sandusky, Ohio Toys R Us. Attempted to make a purchase w a gift card from a December 2012 purchase. Apparently gift card expired on 2/20. I was not told w original purchase that gift card had an expiration date. Male manager on duty could only say, Sorry. I called 1 800-869-7787. Spoke w Ashley.

Again all she could say is sorry and she was sending my Toys R Us complaint in. Never took any contact information from me. Therefore since Toys R Us managers and customer service staff to not really care about fixing problems that customers have, I will do my business else where.

Many stores, like Walmart, price match ads. I can take my Toys R Us ad to Walmart and get same price. Glad to know the a $20 gift card is worth losing my business for the rest of my life. I will be sure to notify my entire family.

60

I purchased $275.00 worth of merchandise from Toys R Us in Bridgeport, WV, on December 22, 2012. I returned about 30 minutes later to bring to the managers attention a discount that was left off my bill due to buying two of a certain item. I received a receipt crediting my debit card $42.40. I have never received that credit to my bank account. I called and a lady told me 7-10 business days. It is now January 11, 2013.

I have not received my credit to date. I called again, and another lady informed me, it can take 30 days, and I need to go to my bank to fill out a form and they should give me my money back while they wait for Toys R us to credit them. So which is it 7-10 days or 30 days? This is not right. I received a credit to my account and I have to go to the bank and request paperwork to get my own money. How is this my problem or responsibility. I also received a $36.00 over draft fee for not having that money in my account.

It was Christmas and I had my account figured out to the penny. So Toys R Us has now cost me $78.40. I shop at Toys R us often and cannot believe that my money was stolen from me, and now I am told I have to go to my bank and make special arrangements to get it back? So then I owe the bank when I may not get reimbursed? I have a reference number 121227-004624. I have a job, I work for my money, in this day and age $78.00 is a lot to me. I will never shop at a Toys R Us store again. This was not a credit card purchase. This was my bank account.

60

I brought my son a child tablet for Christmas with it I purchased insurance cover , within a week the tablet stopped working and would not turn on , today I have taken this back to toys r us in Coventry and have been told that there is none in stock for it to be replaced and we would have to return at the end of the month to see if they are going to get any more in stock , I am appalled at the service I have received and my son is now without his main Christmas present that he looked forward to getting for ages , I would like my item replaced asap as I have paid for replacement cover .

40

On Thursday January 3,2013 I went to 2875 Flatbush ave Brooklyn n.y 11234 (6308) toys r us to return a scooter bought for my 2 year old as a Christmas gift. Upon my arrival I scanned the scooter to see how much it cost $42.99 I pick up another scooter age appropriate for my son I saw one for $56, at the register I was told by Theresa that I would only get $19 for my return because I did not have a receipt. I proceeded to call my cousin who provided me with the gift receipt number by this time Theresa already threw the box with the old scooter back on the counter and ripped the box apart telling me I need to move so she can take her next customer. I refused and asked her can I use the receipt number I asked her 3 times and she ignored me the last time telling me she was done dealing with me. When I asked for a manager she told me she was the manager, when I started to ask what was her problem and was causing a scene she took the paper with the receipt number on it then said ” now your gonna wait I’m not helping you” she called Brent another manager who assisted me the whole time Theresa and I were going back and forth with each other. Theresa is in no shape or form fit to be working in a place where people bring their children looking for great service, she has absolutely the worst customer service skills ever in man kind and needs to be retrained.

20

Recently I had a coupon for $8 of any box of diapers over 88 count I was not allowed to use it because the register at the desk would not take coupon. Classic case of toys r us making coupons you can’t use. They stated that this was the only box I could use the coupon on because it was a tote an not a box. This is false advertising. Don’t use the word “any” box if its not any box. The staff was rude an unfriendly at the shackelford crossing toys r us.

60

I placed an order to purchase a gift for my son after Christmas. I was offered in the details free 2 day shipping as long as I spent $60. So I went a head and chose that option on 12/28/12. Today is 1/2/13 and the toy as yet to be even sent out from the warehouse. I contacted the customer service department to find out what was going on and the rep. told me some story about I had to be part of some club to get that free 2 shipping. I will never order anything online from Toy R Us as long as I live and breath and that is a promise I plain on keeping!!!!!!!!

20

A purchase was made during a sale promotion of video games at which time at the register the item did not ring up correctly. I went over to the customer service line and waited in line to speak with the manager about the situation. She stated the item was not on sale so I showed her the signs where it said they were on sale and she states that is a mistake and does not want to give me the sale price. In the end I am given the sale price, however she tells me that I have to wait at the end of the line again to receive her assistance which I did not understand. She stated that the people in line now would not appreciate her going to the register to refund me the difference when they have been standing in line for so long. Now I have already been in one line to purchase this item, and another line to work out this issue. She wants me to go to the end of the line again to receive the refund. REALLY!! So I go ahead and go to the end of the line but I am not at all happy about this situation as everyone there could see that she was in the process of assisting me when we came back to the register. Now unfortunatly the game that I purchased was I and not II so I had to return the first to get the second. But it was in my mind because it had not been open and it was the same game and the same price and I had the reciept that it would be and exact exchange. It was not! She said that it should not have been on sale and charged us the 8.00 difference. Now it is not the money that is so frustrating about this whole issue. It is the attitude of the manager. She is very young and immature and I do not feel that she has the people skills that it takes to be an effective manager. I feel bad that her communication skills are so poor. I would love to see this letter be of benefit in improving her ability to communicate with others so that more people do not have to go through these problems. Thank you for your time.

20

On 12[20/2012 I purchased a Glow Book for $27.99 and at 1/2 price a Cinderella Glow Board for $9.99..after the fact realizing that the Glow Book was for a boy and I have have a girl..took it back on 12/30/2012..told the lady I wanted a refund she gave me back $22.15…when I asked her why she said thatf’s what your refund is and it is on the receipt..I said but I paid full price for this and should receive full price back..I said it doesn’t say anything about restocking fee..she said o well it is what it is…I would like to have the rest of my refund of $5.38 returned..I think that is ridiculous..at other stores you get a full refund. If this is the kind of business Toys R Us is I may not shop there anymore and could also let my friends via facebook know..that is the best way to get a complaint out there..however I would not like to do this if this is handled properly.

Thank you for your time and attention in this matter.
40

Thought this would be the happiest place in the world to work,boy was I wrong! Was informed on December 24 at 6am that the night shift I just worked was my last along with several other seasonal employees. Was told could pick up last check on December 28th as that was when regular payroll went out. So waited till December 28th to pick up pay check and was shorted 19 hours. Was told that maybe by Monday or Tuesday they could get a check to me. I of course told them it was unacceptable and was told to call them back then maybe the next day (They had to send an email to someone to know what to do). Toys R US scrooged it Seasonal Employees of there right wages!

40

I shop at the Florence, KY Toys R Us and have ever since they opened.
I have never had a complaint until now.
Long story short, I put a layaway together and when I went to pick it up, I was given the run around.
I was never told the truth and the lay a way was never produced and I spent a total of 6 hours putting the lay a way together and trying to pick it up.
My niece was very disappointed that she did not get what she asked for.
I am very disappointed with this store. On top of that this store is getting filthy!
I feel like I am due some recompense for having had this done to me.
Thank you,
Jacquie Rhodes – 859 802-4584

40

Hello, My name is Claudia, I worked like stocker because they contract me first like Cashier, didnt do training in register just watch the other did. Then they wanted to be at register and I didnt know how to do some functions, because they didnt explain. then put me a stocker all the times. One day call me at put me at register because need me, just once in almost two months, I worked like seasonal make sign a contract at beginning. then the old employees give me a bad treatment not just me all seasonal they make us worked like robots and they just pass at register, or giving orders to us. I worked at Toysrus Montgomery County in 600 North Frederick Ave, Gaithersburg, Md 20877, like seasonal. older The employes gave a bad treatments somes names are: Mike called miami, Raquel, Raquia, Linda, and all cashiers who always are in front desk in Costumer Service. A friend told me that a employee Mike called miami was molester her,suggest her bad sexual treats with her. Raquel called thief and never miss a dollar in the register.
Thank you for receive my letter. And know all iregularities happens in that toys rus.
60

I purchased a Barbie Townhouse on November 2, 2012 for my daughter for Christmas at the Mays Landing Toys R Us. On Christmas Eve we had taken out to put it together and it was crushed. Today, I had taken it back and a lady by the name Joy waited on me. She was so rude and said they did not have another one in stock. She said I could order it on line but would not get the purchase price. I asked to speak to a manager but she was not willing to help me either. I am very disappointed with the customer service. I have purchased over $1000.00 in toys for Christmas and was treated very poorly.

40

I am so upset. I bought gifts at toys r us for all the kids in my family. We have a tradition every year on christmas eve we wait till after 12 and then start opening up gifts. I have 2 sons which I also bought gifts for. In this event when my youngest son opened his gift and this being his first christmas. There was parts missing in the box. I think this is pethetic. And all toys should be checked before packed. It was a emmbarisment for me cause my son was crying all night. While all the kids were playing with there gifts he could not play with his lamboginicar cause there was no steering wheel. I’m so upset about this an nothing will be able to bring back christmas day I really feel to take this further. Fernando 0794820939

40

I called the Tuscaloosa Toys R Us twice and was hung up on both times. Then I called back and told they had the game but to hold on again. I was on hold till I drove there. And was told to come to customer service desk but again to hold on. In this time I drove there and went in the store and spoke to the customer service person who sent me to another person who went in a office with Blacked out glass and would not come out. The a guy who was bringing in carts told me they didn’t have the game after all. If this is what you call good service you will not last very long. I guess will be a Christmas to remember for all the wrong reasons. Maybe one day I will get a call from someone with a honest answer. My # is 205-246-6572. Maybe you will have a great Christmas but my daughter won’t .

20

I used to work at Babies R Us. I have proof that the rewards card is a scam. Here’s my story: When I worked at Babies R Us I was a cashier. As a cashier working at Babies R Us or the Toys R Us Corporation, you’re metrics DEFINE you. Meaning: you don’t mean shit to them unless you sign up a lot of rewards cards and sell Buyer Protection Plans (BBPs). There was a lot of pressure, and I admitt, I took the easy way out. If a customer did not want to sign up for a rewards card, I would sometimes put it under my boyfriends rewards card number.

This wasn’t so he or I could take advantage of the coupons that were (SUPPOSED!) to come in the mail. We don’t have kids so they were useless to us. I simply wanted to keep metrics up so my managers would get off my back. Well this is considered “cheating”. Whatever. So I ended up getting terminated. So here’s my point: When douchlord from Corporate was going through my transactions, he told me he found my boyfriend’s rewards card number attached to over 100 transactions. 100 transactions should of equaled a lot of R’US dollars right? You would think so since you supposedly get back 5 R’US dollars for every $150 dollars you spend.

Well let me tell you, he’s gotten ONE $5 R’US rewards coupon ONCE, while if my math is correct, the system should of sent him MUCH more than that. How funny is it that he was trying to make me look like a cheating fool, while his whole company is based on lies! The rewards card is a scam and that’s that. It’s just a way to try to make the company look good. Did you know that they take a two month break around the holidays? Cause they know that’s when they get the most business and they don’t wanna lose any money.

p.s.: BBP’s are the biggest scam of them all. I feel bad for selling them to people (sorry to all), but I had to. So many customers would complain to me about how difficult it is to get a replacement for their item. Anyone looking for a job out there, I recommend you don’t go to Babies R Us OR Toys R Us.

60

As per the other complaints on this board about the Toys R Us Christmas cash back offer, I just found out today that I also lost out on the promotion, because apparently, I failed to recognize it was the one and only time that they issued the rewards via the internet. I never got an email from Toys R Us telling me the coupons were being distributed that way–I guess they thought it would come to my mind magically. Anyway, now they are saying I am out $39 b/c I did not call them within the month of January to report it. Well, how I was I supposed to know to call them. I thought the certificates would be mailed.

They refuse to re-issue the certificates, and I am going to write a letter to corporate over the weekend–not that I think it will do any good. It is total crap that they did not tell customers they were issuing certificates this way, and when I went to the Cary, NC Toys R Us store today to talk with a Supervisor, even she did NOT know it was done that way for the Christmas promotion. Then she told me she never got an email about it either, and now she is out her certificates as well. How sad is that. Their own employees didn’t even know about. Filing a complaint with the NJ BBB and the consumer fraud protection through NC Attorney General’s office. This has got to be stopped. TOTAL FRAUD!

60

I also was taken by the Toys R Us Rewards program. I waited patiently, just like the other people, only to discover they changed the rules. Below is a copy of the email I just received. Apparently, I was supposed to receive something via email, which I never received and that’s MY fault. Then there was a grace period, so we could contact them if we didn’t get the email. Um, if I didn’t get an email, how would I know? I also love that they said I agreed to certain rules and regulations. I did. And Toys R Us changed their rules. The suggestion that I have to continually check their website to make sure that they haven’t changed their rules, blew my mind!

And, just another FYI, since they are so adamant about timing – this response took twice as long to receive as promised. I will be filing with the BBB as well. I can’t stand shady business practices!

“Thank you for contacting our Corporate Guest Relations Team. We appreciate your patronage and valuable time. On behalf of Toys R Us, please accept our sincerest apologies for the delay in responding to your email.

Our records on your account reflect that the $50 in certificates which you earned in our last promotional period of 10/31 through 12/24/10 have expired. We extended a grace period of two weeks past the expiration date of 1/29/11 during which time a guest could contact us if they had not received their certificates, which were sent by email. That grace period has passed. We are sorry, but we will not be able to re-issue the certificates. The information regarding the promotion was (and still is) listed on your online account under the Promotions section, as follows:

“Earn 10% Back on your holiday purchases at Toys”R”Us and Babies”R”Us, in-store or online, from October 31 – December 24, 2010.

“R”Us Dollars certificates and all other reward certificates earned during this period are sent to members via email and are valid until the date printed on each certificate.”

Upon enrollment in the Rewards program, you were given a membership card. On the back of the card, it states that by accepting the card, you agree to the terms and conditions of the Rewards program. Those terms are listed in your online account and they include information on the promotions and earned certificates. It is the responsibility of the guest to familiarize themselves with the terms and conditions of the program in which they have enrolled.

If you did not receive our email containing the certificates, they were still available to be printed out from your online account. They are presently listed on your account, along with the expiration dates. It is possible for you to view this information by clicking on the “My Rewards” tab and then clicking on the white box containing the words “View and Print My Certificates”.

Again, we are sorry for any inconvenience that this may have caused you.”

40

Toys R Us had a promo going about giving back 10% in rewards up to $50. I had eligible purchases and was entitled to get the $50 cash back. I read up on the rewards program and saw it could take 8-12 weeks to receive rewards. I waited and waited thinking ok it hasn’t been 12 weeks yet. Finally when the 12 weeks cam I finally called. Unfortunately, Toys R Us decided to switch their procedures during this time. Rewards were never mailed, nor was their a notice saying that they wouldn’t get mailed out. I’ve had my rewards for years and since then have changed my email.

I guess my bad but I never got any notice anyway, or else I would have double-checked my email by Toys R Us calling customer service! Anyway, they sent these “certificates” through email, within about 4 weeks time frame and they expired January 31, 2011. Way before I even called…because I gave them a chance to send them before the 8-12 weeks. Guess I should have called the same day I made my purchases to bug them about my certificates! I submit a case to Toys R Us corporate and they said, sorry but there is nothing they can do.

BULLSH*T! After that, she informed me that after that they are now going back to mailing them out through the USPS. Gee I wonder why…Toys R Us is so shady, I will never shop there again!!! I will be contacting everyone at their corporate offices!!!

40

it is my daughters birthday tomorrow (sunday 6th of feb) and i went to toy “r” us to get her a bike today, we got it home assembled it adjust everything only to find the front tire had a puncture FROM NEW. We tried to fix it but because it is on the seam and crease it is not fixable. When i rang toys r us to complain they told me the only thing they could do is post me another one on Monday and i would receive this by next Wednesday. I don’t have the transport to get back to sheffield that night and had organized a party on the Sunday.

Toys r us also told me that because things are ordered in and come boxed they do not check to see if it is in working order as I asked why it was sold like that. I find the completely unacceptable, not only have i got nothing to give my daughter on her birthday now but they don’t check the toys are in working order before selling them to children.

60

Toys R Us don’t know a good employee when they see one and completely miss the slackers!!! Our job was to collect product left laying around and put them back on their shelves. My co-worker walked right past the products on the shelf, without placing the product in her cart where it went. I asked her why and she said, “it’s not my isle.” She took that item back to the front of the store and put it in the sorting boxes so someone else could go back to that isle and put it away. But she still had a job when I left. My co-workers also got away with reading books, talking on cells in the bathroom when they were supposed to stay in lockers, but I WAS ACCUSED of stealing company time for medicine!

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