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Write for Us Toys R Us Complaints Continued... (Page 3)
148+ reviews added so far. Upset? Call Toys R Us corporate: 1 (800) 869-7787No Reviews
I am highly upset I made an online purchase on 12/17/12 to pick the items up a t a store. I than noticed that my order was cancelled because the store didnât want to fill the order. As soon as my order was cancelled I feel as if my funds from my credit card should have been immediately released. That was not the case here it is almost Christmas and I cannot get any gifts because TOYS R Us has my money on hold due to their negligence.
My credit card will not release my funds until someone from TOYS R US contacts them. I am sure you will tell me the same thing that several of your customer service reps said which is it is not your problem. Customer service satisfaction at its finest.
I have contacted the better business bureau in reference to this matter funny enough I am not the only customer who had this issue. I hope everyone at TOYS R US enjoys their holiday because mine has been completely ruined.
Very dissatisfied customer...
I purchased several items at toys r us.com. I paid additionally for the items to be gift wrapped and I included a message to go with the gifts. The items were sent without being gift wrapped and of course no message included. I then contacted 1-800-869-7787 I had to wait 26 minutes for a customer service representative to answer, then I was placed on hold for another two minutes.
I let her know how frustrating the whole experienced had been. She informed me that I would be refunded the gift wrap fee. The entire phone call was 32 minutes long, most of it was me on hold. I have never experienced such awful service. This was my first and last time purchasing anything from toys r us. com and I will not purchase at the stores either. I can honestly say you have lost a customer.
In addition, I received the order that I had shipped to my house and it was sent without a shipping box. My grandson whom I bought it for lives across the street and the surprise was almost ruined since it was left by my front door.
Your company really needs to review what you are doing and work towards improving your methods in order to be able to satisfactorily service your customers. Remember that word of mouth can "Make or Break" a business. As you know in today's economy it doesn't take long to loose your company. Larger companies have already gone out of business. It is imperative to maintain the customers you have.
When I spoke to the customer service representative, I requested for someone to call me. I'll wait and see if it happens!
I shopped for X-mas at a Toys R Us store and bought nearly $200 worth of stuff. I wrote a check. It cleared 4 days later and then 5 days after that they credited the money back to my account. Wanting to do the right thing I contacted them and now it has been a week and a half of Hell trying to get them to take their money back. Again, I just wanted to do the right thing and now they want me to spend my own time, gas and money to fax them a copy of my receipt just to fix a mistake that is not even my fault!
I have been extremely disappointed with every person that I have spoken with on the phone at their company. I even had people refuse to give me contact information for their "parent" company. The only person that impressed me was the manager at the store I shopped at. I went back to visit her and although she could not help me, she was understanding, courteous and professional, and a little baffled herself. Toys R Us has put a little black cloud over my Christmas spirit this year. Hope no one else is going through what I am going through.
In Dec 2010 I purchased over $300 in bicycles for my children. The bikes were on layaway until I picked them up mid-Dec as required by the store policy. I never received anything regarding my rewards and was under the impression the rewards were good for a year. Recently, I logged into my awards account and found they had posted my bicycle purchase on New Year's Day 2011 in order to put me in the black out rewards period. So I have made a call and written an email trying to get this corrected and the rewards to apply to my purchases now. NO, they cannot change it!
This is bunk really! One more way to rip off people. I went to ToysRus because of them carrying Schwin and the layaway but could have purchased the bikes somewhere else. The employees talk up the rewards program and how great it is to convince you to buy there. I am going to contact the Arizona Attorney General and see if there is any recourse in this State for what they are doing. People should gather together and file a class action suit against them.
I have gotten misinformation from sales associates and managers from Toys r Us twice within the past 3 weeks, especially on Black Friday this week. The first time a sales associate told me that a Nintendo 3DS game would fit into a regular DS game. The store allowed me to return the item because of the misinformation. The second time was I was purchasing a Highlanders Giant for my son. I came to know that the ones I got were for the Wii U so i returned them unopened and a with a receipt.
The sales person and a manager both said that they would work on both the Wii and Wii U. I asked if they were sure if they were compatible and they both said yes. My son then opened them and tried them on the Wii portal and like I thought did not work. I was not happy that now I am out the money I used to pay for this item and my son is now very dissappointed with their after thanksgiving sales. I am really disappointed that a store associate who works in taking returns and managers would be more knowledgeable and make sure to give factual information to the consumers.
Everytime I have been to the new Toys R Us store in Vallejo California there has only been one, rarely two, checkers. In all instances there have been long lines. Really rediculous. My husband and I were looking forward to having the store so close to us. We have three grandchildren and were going to do our Christmas shopping there. Maybe not.
Sincerely
Sarylsue DiFabio
I was looking at the baby swings on-line and the one I was interested in said I had to call my local store to see if it was available. I called the Babies R Us in Salisbury, MD tonight, 10/19/12, to see if they had a swing in stock. When I told the person who answered the phone I was calling to see if a swing was in stock, she said "We have lots of swings". I proceeded to tell her I was looking for a particular one and that the online store said I needed to call my local store. She put me on hold for 10 minutes then I could hear them pick up the line and put it right back on hold.
It did this again in another 10 mins. Finally she got back on the phone, about 25 mins. on hold at this time, and asked which swing I was looking for. I told her and was put back on hold again. At 28 mins. 45 seconds in they hung up on me. I understand that it can be very busy at times but if she was that busy she could've just said it was very busy and I would've called back instead of wastings almost 30 mins. sitting on the phone. Now I think I will go elsewhere to find the swing I'm looking for. Way to lose a customer!
I am totally upset with toy r us and i am would like to express the fact that i placed an order on 11/8 adn my computer crashed so i was unaware that the order went thru so i place another order WELL BOTH ORDER STARTED TO GO THRU . As soon as i noticed this i called and was told that you only have 5 MINUITES TO CANCEL AN ORDER .. WHICH IS UPSURD!!!!!! NOW MY CHECKING ACCOUNT WAS OVERDRAWM BECASUE TOYS R US WOULD NOT CANCEL ONE OF THE ORDERES. I wil make this known that NO ONE PLACE AN ORDER FROM TOYS R US ONLINE ... I AM UPSET AND DISGUSTED TO THE FACT THAT one of the two orderd i placed could not be canceled .. At this point i am wil return the items i did want and purchase and take my business elsewhere.. I will never again purchase from toys r us. My checking accoutn is now screwed up and other bills will also bounce!!!!
Toys-R-us NOT wouldn't validate cards given as a gift because I did not have a gift receipt. Totally, unacceptable two $25.00 cards. When these cards were bought they were scanned and there should be a record of that charge or purchase that can be trackable only by Toysrus. how can I do that ... I can't that's why I reached out to Corporate offices. NO HELP, hey get paid to read a script to you! Had wait over a month for a cell back after making TWO phone-calls. $50.00 lining pockets of a wealthy corporation. WRONG!, Cancelling my Toysrus card and boycotting them. Gift cards only from Target from here on now! Never shopping at toysrus again!
For a company that has been around selling toys as long as Toys R Us has, they should have their shit together by now. Only due to the fact that they will not allow me to cancel my order, this will be the last time I ever spend my money and buy anything from this company ever again. I can go to Target or somewhere else and get less headache. The absolute most ridiculous waste of my entire day that I've ever spent. I hope they go out of business, due to lack of knowing how to run a business. Good riddance.
I want to let your department know that how disappointed I am with Toysrus, a company that I always valued so highly due to providing goods to children. One and half month ago my 6 year old son whose name is Aiden and I were at Toysrus and he was riding one of the scooters there and when he turned to the book section he fall down and the scooter handler cut the area above his upper lips and it started bleeding so badly that I had to take him to the hospital right away and while I was taking him out of the store with blood all over his face and his crying due to the pain, not even one customer service rep came to ask if we need help.
My son had to get 3 stiches and the next day I came to Toysrus again to buy the Ninjago lego for him so he could feel better and wrote down my concern on a piece of paper and gave it to the client service rep and he told me that he will be sending the letter to the complaint department and I was expecting to receive a call from someone at Toysrus but not one single one.
My son's wound is becoming swollen and I took him to the pharmacy couple of days ago and the pharmacist said it might have been infected and he needs to put polysporin that has anitbiotics in it but my dad whose a doctor checked him out and he said most probably the deep wound is due to keloid reason and I'm taking him to his family doctor this week as she was away from the office.
Talking to client service rep at toysrus when I came in to write the letter the next day of the insidence, he told me that there is a policy that scooters should have only been in the scooter area and someone from Toysrus should have been there not to allow it but I didn't see the policy anywhere being stated and nobody being there to monitor. Just you know that I'm proceeding with the legal action. The location of the store is in Toronto, Ontario, 300 Steels Ave West Should you have any questions, my cell phone# is 647-764-9680 Thanks, Elham
Yesterday I went to your Harlow store to buy a new car seat. Id seen a few that id liked and read up the reviews on them. When I asked for someone to check my first option would fit in my car at customer services the lady was very helpful. However the young girl that came was very rude and seemed very put out that she had to fit the car seat. The car seat obviously didnt fit in our car and did would not strap in securely unless it was reclined in the middle position only. So if i wanted to recline my baby in it completely or sit him upright the seat would not of been at all safe. However knowing this the assisstant told us the car seat was fine to use in our car. She seemed more than happy to let me walk away with a car seat that didnt fit my car and was unsafe.
She didnt suggest trying a different car seat or that it was unsafe to put my baby in. Needless to say we didnt purchess the car seat but did buy a different that did fit in our car but sadly it wasnt from toys r us. I have been a frequant customer at toys r us over the last fews buying most of both my sons christmas and birthday presemts, pushchairs,baby accessories, toys ect as well as the party store online, but after the dangerous actions of the assisstant i will no longer be shopping at the chain of stores and will be advising all my friends with young children not to buy car seats from the chain either.
I went into the Toys R Us store on Wolf Road in Colonie NY on 12-02-12 and again on 12-04-12. The Managerâs name was Mike. He should not be a Manager of a kids toys store! He does not know how to deal with customers and has a very bad attitude! The store is very under staffed. On 12-02-12, I waited in line along with many other customers in electronics for Mike to come and type in his managers code. Because every time the associate scanned an item it asked for a managers code.
The cashier was very apologetic and said this is not what should be happening. We were waiting in line for over 45 minutes. Mike kept getting paged and he would not respond to the nice cashier behind the desk. The store was in complete disarray, you couldnât even get through the aisles. Its dirty and toys were all over the floors. On 12-04-12, I left work to run over and get my items I placed on layaway on 12-02-12. I realized I had placed the wrong tablet on layaway.
I had intended to go back to electronics and buy the Samsung 7inch tablet that your store sells. I said I only want to cancel one item on my layaway and buy the rest. Mike said I had to cancel my whole order and then also get charged $10. I said that is not right, Walmart let you cancel items you do not want and you are still able to buy the rest of the items. Mike then said you have to buy the whole layaway and then do a return on the item you do not want. This is supposed to be a âhassle free Layawwayâ I said that doesnât work because my refund doesnâ't go right back into my bank account and I want to buy a different tablet, I cannot wait 5 business days or how every long it will be. He said he didnât care. Call you bank he said! I told him I was calling corporate to file a complaint which I never ever do! He did not care one bit. I took my receipt and went to electronics.
I asked one of the associated for a tablet and he said he had to go in the back to get it. There was also another woman waiting for an Ipod touch. The associate again had to page Mike the manager 5 times, he never would respond to the pages âManager needed in R Zoneâ I waited 45 minutes or more with this other woman for Mike to bring the key to unlock the back room. I said forget it and I went back up front and canceled my layaway and was charged $10! I arrived at The store at 2:30 and I didnât leave until after 4pm! The store was not busy at all. I had to wait and wait and wait to get any help.
I drove over to Best buy and bought my video games and tablet from them. I will not buy any electronics from this Toys R Us store again unless something drastically changes! Last year when I shopped at this store around the same time of the month the store was not in this bad of condition and there were associates to help out in almost every isle and electronics. The associates would walk up to you and say can I help you find anything miss etc! I donâ't know if this store has a new manager, but something really needs to change! I have never had such bad customer service in my life. When I went back up to cancel my layaway I told Mike the manager that I called corporate to make a complaint, he said he did not care.
I did place a call on 12-4-12 at 3pm. I want my $10 back. If you look into my buying history I spend A LOT of money at Toys R Us and Babys R Us! I will start using Amazon and Target more often now because they do have hassle free shopping, Even WALMART! I totally understand that this is a super busy time for the store, but I have seen it much more busier and the store ran perfectly. If the manager doesn't care about his store then no one else that works there will care either. I also bought a few video games on 12-2-12 and I am going back to return them to the store and buy them at a different store. Thanks for your time with this matter,
I put the Loving Family Deluxe Edition Grand Dollhouse on Layaway back in September. I made every payment on time and today went in to make my final payment and pick up the dollhouse. I stood in line for an hour just to make my final payment. The service is very slow and the employees are more interested in their cell phones and joking around with other employees than taking care of the customers. After I make my payment, I waited again for another 30 minutes for them to bring out my layaway items. They bring out the accessories but didn't bring the dollhouse. The manager came out and told me they can't find it. They said they did everything they could to try to find the dollhouse but there is nothing else they could do. It is completely unacceptable this happened. I put that specific dollhouse on layaway because it was the one I wanted. I have never seen a store that is that incompetent and not care about the customers. I ended up going to Walmart and Amazon.com to find something similar to what I had. But the fact that Toys-R-Us loses the dollhouse I had on layaway and then doesn't care really shows what a horrible business it is. I will never shop there again.
I bought my 8 year old daughter a keyboard for Christmas on Black Friday on line. The keyboard was delivered today, left on my purch standing up with the Key Board on the outside of the box. My daughter saw the box and our Christmas is ruined. I am so very dissappointed. How does a toy compnay like Toys R Us not know better than to send toys before Christmas not wrapped in brown paper or packaged in a brown box with no pictures. I will never buy from Toys R Us again
I went into the store excited to learn more about the nintendo 3ds no one was there so I asked the gentleman to help me (after I had been ignored by atleast 5 fellow employees) I showed him the flyer which said it was 169.99 w a free start up kit, I said is the kit a game, because I know nothing about these, he said well you have a choice you can get this or one of the other games, I said ok and went to the front to pay he then (there was a line of 5 people) went and helped all the other people leaving me standing there.
I go to pay and he say's oh the movie isn't free it comes with the start up kit which were out of. Why would he offer me the movie if it didn't come with it, also why was I ignored so long. I said forget it Im not buying it here. I then went through the store and found some other items I needed, with no help from any employee I asked who sent me in 5 different directions, when finally a nice young man walked me to the place where they were. I go to pay I had a 20% coupon, and it wouldn't let me use it because it was in the "big toy book". I have never had a worse exsperiance only 2 registers open and the managers were very unhelpful. No wonder target and walmart are taking your business.
I was making an order online- this order came to more than $100 and should have qualified for free shipping since it contained a wipes warmer, a wicker basinet/basket and stand. This is not what would be considered "Large Furniture". The shipping charge was going to end up being 25% of my total purchase. This is completely absurd. I'm upset not only because of this, but because I have spent thousands of dollars over the past 8 months at your store- it is the only store I registered at and received many gifts purchased at your store. And now that I have a couple things that I need to buy (and I live about 3 hours away from a babies r us) I have to pay these rediculous shipping charges. I really wish I would have known this before hand becuase I would have never registered there. I should also mention that the items listed say that they qualify for free shipping if over $100 is spent. My subtotal was $125.
I have a birthday party to throw next weekend and I went to toys r us today in Arlington Texas to purchase my daughters presents. I had $200 worth of toys in the basket and I finally found the barbie camper she wanted. Originally $80.00 and it was on sale for $38.00 I was very excited and went to ask an associate a question and she took down the sign and told me it was not on sale it was from yesterday. I was one day off, but I had already added that in my basket and was extremely happy to add that to her gifts. Working in a field that deals with great customer service, I was very disappointed and upset, because that's the price I grabbed it for and that's the price I should of gotten it for. Very upset I put everything back and left. I will now have to go to another toy store to find everything I wanted to get her.
On the 1/2/2013 I purchased a silver cross micro pushchair from toys r us purley branch. Almost after a few days of using this pushchair I noticed the left hand wheel wasn't touching the floor when pushing my 13 month old daughter, but to be honest this wasn't really a cause for concern.
On the 27/3/2013 my daughter was in her pushchair when I noticed she was rocking it from side to side, now this was a concern so yesterday the 30/3/2013 I returned back to Toys R Us store explaining the situation, a member of the baby department explained she would take it out the back and put some WD40 on the wheel to see if this would make a difference.. when she returned she explained that one of the bars on the side of pushchair was not straight..
I was horrified as my first thoughts was what if it had give way and my daughter was in it?? The Toys R Us advisor explained they would have to send the pushchair off to the silver cross to see if this is a manufacturers fault.. firstly how else would u explain this? Surely a child of 12months would not be able to cause such damage? But I do understand that you have to follow company procedures..
I asked what I would do without a pushchair and the advisor explained they could offer me a loan pushchair, at first I was a little reluctant as the thought of my baby using a pushchair tha t lots of other children as illnesses sprang to mind, so I asked to talk to the manager he assured me all loan pushchairs was cleaned when they returned back to store..
So I agreed that I would take one but when the advisor brought the pushchair out I was outraged at the poor condition of the dirty blue pushchair they had provided for my most precious baby, the dirt was engraved in the pale blue material.. It became very clear to me that this pushchair had been neglected and I would be very surprised if it had been cleaned ever..
The advisor first told me this was the only one available but when I asked to talk to a Toys R Us manager again she came back with a pale pink one that admittedly was better than blue pushchair but by know means suitable for a baby it still had dirt around edges of interior.. when I requested the manager again he told me there is nothing he can do as these are sent in by manufacture, why was I being handed a babies r us pram then?
When my pushchair was made by silver cross.. Im have been a loyal customer to toys r us for over 7 years, birthdays, Christmas, prams, pushchair.. I am disgusted at the poor quality of customer satisfaction and the standards of your customer care.
I had no choice to but to except the pink pushchair as Toys R Us said it would take up to 4-6 weeks. It has totally ruined my easter break as I was meant to be taking my family to Lego land but the dirty pushchair you have provided is now wet as I have had to clean it and my daughter needs a pushchair. I would appreciate to hear back from you..
Miss Natalie Kerry Watts
lI purchased merchandise that isn't even 4 months old and it will not power on. It's obvious that the merchandise is defective. I am very disturbed that this is how Toys R Us conducts business. Store management and customer service insists that nothing can be done. I want to speak with the head person in charge ie: president of the company. I will be contacting the Better Business Bureau and will never shop at Toys R Us again. Any company that does not back the merchandise that they sell should not be in business and definitely will not receive my business!
I called Toys R'Us to see if they had a card game named Tripoley. I did call on Christmas Eve and knew the store might be busy. I didn't want to drive from my home all the way to the store for nothing so again I called to see if they had the game. The first time a woman answered, I asked if they have the game Tripoley, she asked what kind of game was that, I said it was a card game. She asked if I could hold and I said yes, I was place on hold for 12 minutes and 13 seconds before someone hung up on me. I called back an another woman answered the phone, I explained how I was on hold already, and also said I see the have the game on the website but wanted to make sure they have it in store. She asked me for the product number.
I told her I didn't have it because I wasn't on the site but will check, she told me to scroll down and see more information, I could not fin that then she told me never mind I found it, could you hold on. I said yes and this time was placed on hold for 17 minutes and 43 seconds. Now I was quite agitated and hung up to call back, and I believe Brian from the Baby section answered and apologized and transferred me to toys, I was now on hold for 14 minutes, hung up and called back to ask for the manager. Richard answered I started to explain how I called three times, the first time I was on hold for 12 minutes and then was hung up on and he cut me off and asked what was I looking for.
I told him Tripoley he said could you please hold while I look on the shelf. I said yes, he was not long before he came back to tell me they have the game he will put it at customer service who to expect to pick it up and when. I was quite upset that he didn't care to listen to my complaint. So when I told him; you don't care about what I have to say/ my complaint, he says oh it's been really busy in here, so I told him I was on hold in total for more than 43 minutes he says well I'm sorry we are having phone issues. I then replied that's fine you don't care about my complaint I will file it else where. I would have been happy had he listened to what I had to say and said sorry, but he didn't. What if one of his employees said something really horrible again he wouldn't know because he didn't take the time to listen.
This was extremely poor service, the worse part is I spent a lot of money there throughout the years and for people to be so rude on Christmas Eve. If you can't handle how busy your store is through the holidays then maybe you shouldn't manage it.
I waited the 3-5 business days I was told it would take. I then called Customer Service and I was told that he seen no reason for it NOT to be back on card already. He then said he was going to email another dept that handled this and I should hear from them in about 2 hours.
I then called back and was on phone for 40 minutes and when I was transferred to refund dept and held on more time, well then a recording came on and said there were no agents available and hung up. At this point im beyond pissed.Still do not have matter resolved. I then called back and wait time was about 40 minutes. Im very upset over this, I don't understand what the problem is .
I stopt by and bought a Elmo potty chair for my 2 year old but I deceived to return it cause he was scare of the potty he never used it . So they told me they couldn't take it back cause the box was open but when I pick it at the store it was open to start . My point I's that in the receive nowhere in it it say potties are not returnable would never buy nothing from them ever again
I made a online purchase On 12/6/12. For a total of $172.18... Over the course of 4 hours I received 4 order conformations, 4 different order numbers. So I call your 800 number. I have NEVER had such horrible customer service. Not only were they rude, they made it out like the multiple charges were my fault. Simply stating "we'll you Will just have to wait until they are all shipped" I am a single mom of two kids.. My husband was killed in Iraq last year. I don't have the money to be charged $172.18 FOUR times. My checking account went into overdraft, the overdraft charges were outrageous!! I got in touch with my bank and they disputed 2 of the 4 charges. I called your 800 number 20 times in a 4 day period trying to get answers or reassurance that they were working on the order problems. On Sunday, I get 2 shipping conformations, they are sending me 2 of everything. And yet another person shrugged me off basically saying "oh well" I never got an apology, or any kind of help whatsoever. I'm trying my hardest to make my children's first christmas without their father a good one, but yet it is horrible!! I can't even buy my kids food because of what y'all did. So now i have to wait for all my stuff (plus the duplictes) and either take time off work to return them to the store, or ship them back and wait 4-5 days for my money to be put back on my card.. its a lose-lose situation for me. i have always shopped your stores, but after this Experience, I'm afraid I will not shop there again.
I am writing this letter to vent on the anger I am feeling with your Toy R Us store located at 10780 N. Mall Dr in Baton Rouge, LA. I have been a Toys R Us customer for years, but I will never again step foot in another Toys R Us or Babies R Us store. On Saturday 12/8/12, I went to the aforementioned Toys R Us location to pick up my Christmas layaway. I arrived at the store at 4:45pm and did not leave the store until 8:00pm. I stood in the payment line for 10 minutes, which was not a problem. The problem arose when I went to the back to pick up my merchandise.
I stood in line for about an hour before I made it to the front. Everyone in front of me was complaining but I didn't pay them too much attention. I gave the young man my receipt to pick up my items and he was gone for at least 30 minutes. When he returned he had 1 item out of 12. I asked him if he was going to get the rest of my things and he stated that he had to "find them." I said what do you mean, you have been gone for over 30 minutes. He stated that he didn't know where my things were. I said ok well can you please hurry. A few minutes later I asked another associate for a manager (might I add the manager never came to see what I wanted).
Finally, when the manager did come and ask for me he directed me to another door and told me my things were on the way out. I reported to the door where I was told to go and he took another 30 minutes to show up. When the manager proceeded to bring me my items, he had only the 1 exact same item that the associate had brought me earlier. I said I already have that item sir. He said "O I'm sorry" I explained that I had been here for over 2 hours and that I did not understand why I was still waiting on something that should have been labeled and stored waiting on my arrival. Not to mention that I was over an hour late for my office Christmas party. What is the problem? I asked him.
Oh no problem he stated and said I will be right back. When he returned he still had only a few of my items. Needless to say, I had to reshop the shelves for the items that I had "put on layaway". I have never been so upset in my life. Nobody thought that they should apologize to me, offer me a drink (since by now I was suffering a migraine headache) or even say ma'am let me offer you something for your time. They actually just smirked and placed the blame on each other and the holidays. That is no excuse for spending over 3 hours in a store! If I am giving my money to secure something, I expect it to be there. It was a signed contract, with money down, that I did not default on. Rather Toys R Us did and with no consequences. I can't believe that this was ok and management was part of it.
Customer after customer was upset due to lost items or waiting in line to get NOTHING! Toys R US has really done me and many other customers (former) wrong. I really started not to worry about sending this letter, but the more I think about it the angrier I get. I know my little money does not matter to you one way or the other but i was extremely hurt and disappointed by the actions of your store and employees. As a hard working citizen I try to provide my three young children with the things that they want. With my bills stacking at Christmas time, I took my last to get my children's layaway items. Giving to your store when the roof over my head had not been paid for. I am sure this letter doesn't matter but I wanted to be a voice and let you know how your store is operating.
Ref #121214-004326
I have tried 2 place an order twice with this company. Once on line and the other over the phone and both times the money was taken out from my chase account but toyrus had no record that that my order was placed. I called up this location TOYS R US/BABIES R US - REGO PARK [6753]
REGO PARK[6753]
61-35 JUNCTION BOULEVARD,NY 11374
and after waiting 44 minutes the manager did not make an effort to help me. I even call the location that is close to me and no one is answering. I do understand that this is the holiday Seson and its busy but the lack of help is just crazy, makes me not even want to shop with this company anymore!
Went to take back a pushchair purchased as a spare one that was not cheap, £120 one. It went off to the right and brake would slightly come down when pushing my daughter along, didn't notice for a while as it was only used as spare didn't use it straight away as have a quinny buzz. The woman who greeted us at counter said she noticed it went off to the right and went to get someone from the baby department. Who was rude right away and when mentioned this to other lady she said sorry she has been fitting car seats all day, that's her job. They could not see a fault with it even tho the first lady said she felt it when asked for manager she denied even saying this, which was very frustrating. We pushed the pushchair in front of us and yes could clearly see it went straight off right, just to prove 3 wheeler pushchairs do not do this I done the same thing with my quinny that went straight. When doing the school run and having a push chair that goes off towards the road when pushed one handed as holding the hand of my other child is dangerous. Now the pushchair needs to be sent away for up to 3 weeks lucky we do have another, but when I asked the manager what will happen if the fault is not fixed he could not answer me. My partner and myself found the customer satisfaction disgusting and there attitudes as we could be left with a pushchair that's not useable. After splendid nearly a thousand pound in this store in the last 8 months will never return and take our business to mothercare or mamas and papas know what customer satisfaction is. When proved the pushchair was not right still being told they couldn't find a fault is disgusting, and manners and attitude well there wasn't any with two members of staff and a manager.
I went to purchase a Thomas the train table at the Niles oh store. They didnot have it in stock. This was first day of ad. They offered to order it
Online saying we'll wave the shipping & ship to your home. Ok fine. But was not able to use my coupon because now it's an online purchase.
So because the stores don't have things in stock I cant use a coupon. If you had it there I could of used it. And as for the free shipping I come home go on line & well everyone can get free shipping. I dropped $300 in that store that day & couldn't use my coupon. Thinking I'll shop elsewhere next time. Oh ya couldn't use coupon on the other stuff I bought because they were learning toys ! Why give coupons if you can't use them.
Your employee canceled my online order and placed another order. When I checked my bank account you charged me several times for one order. The notes page attached to my refrence number has taken mostly all of the employees that I have spoken to (28) at least 15-18 minutes to read. THE PROBLEM IS STILL NOT FIXED!!! This has been going on for a month and I am still waiting for my $45.00 to be credited back to my account! Every time I call back the new supervisor that I talk to ( I have all their names and emplyee numbers) tells me something new on why it has not processed and that they are personally going to handle it. YEAH RIGHT!!! DO NOT ORDER FROM TOYS R US!!! GO to WALMART they will price match everything!!!!
i was expecting a delivery on the 19th november 2012 , i cancelled all my plans to wait in for this delivery as i was also waiting for a delivery from argos , i was trackin the order online which told me the items had been out for delivery , 6oclock came and still no order i go online to track it again to find it sayin courier to reattemp , i phone them for them to tell me he has been , obvoisly not wen i had waited in all day nowin i was due an argos delivery , now i have to cancel my plans for tomorrow to wait in again for a delivery which hasnt turned up , and IF the delivery did come and i wasnt in i would of had a card through the letter box which i didnt so i no no1 has knocked my door they have obvously gone to the wrong address and i think this is absoloutly ridiculous !!!!!! i am not satisfied and will not be ordering from here again as i spent nearly £500 in ur store on the 14november .
I am going to complain about an employee named Sergio who works at the toys r us in Indio, CA. First of all, I don't have his last name,he wouldn't give it to me but he is the only Sergio there. If I remember correctly, according to previous employees, you can not date within the store, he has broken up my daughters marriage by being a stalker and a creeper, that store is always and I mean always having drinking parties, the last arty they had cost an employee her life cause she crashed rift after.
I have complained to everyone but its just a big group of party animals and I can list them all. Sergio is morning supervisor and is having an affair with my daughter to get more hours, my grandbaby is abandoned because of this, she rarely sees her mother. I am going to go complain with the city and business department but decided to write first. I only want safety for my daughter and don't want her driving and drinking. By the way, that store is corrupted. I want to keep my self private but you can email me anytime.
Just spent over an hour shopping at Toys R Us online on Black Friday and adding things to my cart only to go to checkout and find my cart empty. Tried to add more and it just kept clearing. Couldn't even buy 1 darn thing. Tried to call customer service only to get a recording indicating you are experiencing technical difficulties. I'll say! Very dissapointed with Toys R US Black Friday! They should at least allow you to purchase online rather than stand in line for hours at the store like cattle. In my opinion, Black Friday should be banned because of what it does to people!
Looked on line for a BARBIE KEN GROOM WITH A BLACK JACKET. Only found one in the UK on toys r us website. Clicked and reserved item and went to their CHESTER store to collect on 5-10-12. On collection the jacket was white. Informed staff straight away and I said this was not the item advertised on line. They looked and YES Ken had a black jacket on line. Long drawn out story involving MANY telephone calls and several members of staff. I have been told at least 6 versions of why they cannot supply what I originally ordered. I was promised that Mattel would post one direct to my home - then it was retracted as an impossibility. I even said to the Manager Kate that she was unhelpful and over defensive even before she knew the full story, ALL I want is Groom Ken with a black jacket. No offer of help or a solution has been given. Just "NO" we have only white jackets now. As of today 30-10-12 - they still have Ken on the web site wearing a black jacket. I feel SO cross and totally let down.
Is it common practice for your employees to lie through their teeth when it comes to hiring Team Members? I worked for the "R" Us company from early September until Early January. Kathy from HR told us during orientation that we do not have to worry about our positions being seasonal, that only Toys"R"Us does not, when Babies"R"Us hires It's for Part-Time/Full-Time. While working here I provided the best service I could to both the Company, and the customers. I quickly learned of all products in the store, was extremely courteous to everyone, fast and efficient. I tried to prove myself, to earn more hours and to show that I want to continue working here. I would also like it noted that I live in NorthEast Maryland, I drove from my house to Work every day I was scheduled, Or called in to help.
20 Miles There and back in a vehicle that does not get good gas mileage for a mere 4 hours each day, Totaling 12 hours a week at most for the little 8.50/h pay. Other employees were saying this is not worth it at all, but I continued to show up and do my job, going above and beyond, in anticipation of the extra hours, and chance to rise in position, as told to us in Orientation. However, I was let go. Nobody in the store had the audacity to call me and inform me of why I was no longer receiving hours. It was two weeks, of which I was sitting home with nothing to do, waiting til the next week neared so I could check my schedule. Nobody told me I was let go, Nobody told me a thing.
I then called the manager just yesterday (1/10/13) and was informed that I was hired as Seasonal, and terminated as the Season was over. I asked why Kathy had lied to us and told us the position was not Seasonal if it was, to which he responded "I don't know.". I do not appreciate being lied to, and having false promises being dangled in front of me like such. I worked hard for the company, I wanted to continue working there, I enjoyed it. Instead of having yourself a great worker who did more than the current employees there, you now have an angry ex-employee who will never be going to your stores again due to your horrendous business practice.
I went to the Toy R Us store in Clay, NY on 11/17/12 and spent $644.79 & was expecting 3 free items that were advertised. I received no free items as they were all out, no substitutions and this was only a 2 day sale. They also did not have the Star Wars vehicle that was on special as that was also out of stock. I was overcharged on a Skylander toy which was suppose to be 50% off on the 2nd one purchased . I had to drive back to the store which is about 125 miles one way to get this corrected. I just got back to the store on 12/10/12 and they gave me the $5.99 difference as a credit back on my credit card. You are a TOY STORE with a 2 day sale - I suspect you never had the free items - you definitely did not have an adequate supply. I do not care if I ever got to another Toys R Us. I can always order on line from a different store.
I called Toys R Us Schaumburg to see if they had in inventory that they website said they had in stock. I spoke with 5 different people over a 25 minute span to find out that the first store did not have it. The second store I called, Vernon Hills, also said it had it in stock. I spent 10 minutes on the phone before being disconnected. I called back and waited another 20 minutes before being disconnected again. That's 35 minutes on hold without ever stating what I was calling about. I don't feel this is an acceptable standard and called another store instead. Within 10 minutes they confirmed they had the product and I went there instead. I am very displeased with this inefficiency.
On several occasions now I've noticed in the Toys R Us store, located in Waterford Ct, treat ther employees very poorly. Paticularly the manages to the lower level employees. At least 4 times withing the last two weeks, one of their employees, who is one of my best friends has been denied a break while working and 8 to 9 hour shift because the store is in sufficiently employed. A lak of employees is still no excuse to break the law with no remorse. On top of this the managers are constantly in a bad mood everytime I'm there, and when called on for assistance by other employees for help with something, especially register related, they give them and attitude and yell at them for not knowing how to do it. Some instances bein that the employee cannot because he or she is not a manager, and yet they are still scolded and constantly harassed. I for one am completely disgusted by this, and am hoping that by sending this things will change.
I took my two kids to Toys R Us today at the Bloemfontein branch. My little son was looking at some books and placed his wallet on the shelve. He turned his back and when I asked him where his wallet is we found it on the shelve, but his money was gone - about R370. I went to the counter to ask the staff whether there is cameras in the store as I woould like to see who stole his money but they informed that they dont have any cameras in the store. Is this really the case??
The R Us company is a heartless company. The employees are paid next to nothing and there is nothing but bias and hypocrisy for the people who work there. I've been in many times and I know an employee at the Ohio location Babies R Us and what I've witnessed and heard is ridiculous. They start their employees out at minimum wage no matter how much experience they have and work them like dogs. They are hired to believe they are in one designated position and have one employee working 3 department's at once. Those who work hard are still never recognized for their efforts. There are managers who verbally insult employees to guests or reprimandthem across the front of the sales floor, and people are chosen for positions based off of popularity. They claim to have a no retaliation policy but it's not followed. Employees walk out or threaten to walk out daily due to poor treatment. I've been personally talked down to by staff members of management and when I state I will file a complaint I am laughed at because there's nothing I could do to make a difference. This company is sick for how it treats its guests but I honestly feel worse for anyone holding a job there. I'll travel for the competition.
I placed an order on Nov.22 for a Lego Ninjago Epic Dragon Battle.....Order number 8597934258-0. I paid with 2 gift cards that were $20 each and the rest on PayPal. I received a confirmation email stating my order went through. Several hours later I received an email stating my order was cancelled. The email gave a 1-800 number to call. I did call.....3 times with one call being on hold for over 60 minutes were I was then asked to leave a message. I did! It is now 24 hrs later and I hadn't received a phone call back. I also tried calling the Modesto store numerous times and no one ever answers. My gift cards balance is at ZERO!!! All I want is my $40 back. I cant believe the frustration this company has caused me. They have lost me as a customer. Oh and btw... I live an hour from the nearset Toys R Us so just going to the store isn't an option.
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!
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
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.
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
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!!!
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.
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.
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!
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.”
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