Toys R Us Complaints Continued... (Page 3)148+ reviews added so far. Upset? Call Toys R Us corporate: 1 (800) 869-7787
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 toÂ 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.
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 
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, Â£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 Â£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
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!
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 youâve 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 donât 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 Iâm still waiting for a response from that â 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. Thatâs ridiculous because the thing is completely assembled and I wasnât about take it apart it and put it back in the box. I donât see any reason why they couldnât give me a price adjustment with the receipt. Itâs 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 didnât 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.
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 !
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
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.
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!!!
I went to the Toys R Us in Berwyn. IL to make a purchase and the item was âsold outâ 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 wasnât 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 âso what do you want me to do? Would a 10% discount make you happy?â I was not the only one waiting for about and hr. I would never go back to that store again
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.
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.
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.
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
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.
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.
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.
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.
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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