Toys R Us Complaints Continued... (Page 3)

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.

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

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

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

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

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

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

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

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

Situation: Ordered something online from ToysRUS, tried to pay for it at store and cashier who turned out to be supervisor cancelled my order called the 1-800 # to complain they reinstated my order and said I could go back to pay at the store, which I said I would go pay for at a different store, I get home and log on to my ToysRUS account and it is under a different name (68 yr old woman in Indiana...I live in TX) called customer service again now I am getting emails from ToysRUS with this womans orders and her name and address and part of her credit card info....ToysRUS says it is a internal problem and they will take care of it....I have received 2 more emails for acknowledgement and confirmation of another order she placed. ToysRUS has offered to give me a $10 gift card for inconvenience,I am still receiving emails for her orders I no longer feel $10 is worth my incovenience and now I am worried that my personal information might now be accessible to this other woman, especially my credit card info?

It is 11/27/12 2:30 PM. I have been on hold with the customer sevice for over an hour. I placed an online order for Christmas presents to avoid the 'hassle' of the store. Received my order and it is missing a video game listed on the invoice. I don't dare hang up now that I've invested this much time in the call. Yesteray I was forced to go ino my local store as they were out of the Wii when I placed my previous order. They refused to honortheir online deal and would not price match to ?Best Buy even though I had both the adds (Best Buy & Toysrus). Best Buy to show the price and their own stating WE PRICE MATCH EVERYTHING. The manager claimed they weren't matching yesterday due to cyber Monday. Just can't win with this retailer.

Placed an order online for my grandson. He had done his "Santa" shopping from your website. It was my 3rd order of different purchases for him. I was sent back an email that was confusing. Neither my daughter nor I could actually make out whether the whole order had been stopped, or just the telescope. (The telescope was actuallty the only item listed in the email.)

So, I immediately called the number you graciously supplied. So with order number (8615722398) in hand, I made that phone call. Phone lines very busy (I expected that), I listened patiently for one of the "choices" to pertain to my particular problem . OK, number two, "Problem with an Order You Have Placed". This should work. No help there, because my order had been cancelled, so my order number was not on file.

Hmmmm...still trying to figure out about my order. Press "ZERO" ? Maybe I'll actually get to talk to someone. I'll wait, I have time. I've wasted enough already. Nothing...get sent back to the oriiginal two choices. OK, try it again. Again...maybe I'll get sent to another "Menu". No luck. Eventually I just get disconnected. By now I'm getting a "little" upset. Really, you guys told me to call this number and find out what was going on, and I can't even get close! I had to figure it out on my own. I called my credit card company to find out some information. They told me they turned the whole order down because so much unusual internet action from me.

Thank you PERSON from credit card company. Now I know what is going on! What actually got cancelled. So, since my grandson wanted these particular items, it pained me, but I reordered them from you. You can be assured, however, that next year I will make sure he AND his brother both order from a different company. A grandmother who spoils her grandchildren and ex-customer, Deb Hebel

On 12/06/2012 I ordered an item for a baby shower on-line, thinking that in-store pick-up would be great and a time saver. I couldnt have been more wrong. On 12/08/2012 I waited on a Guest services line for over 2 hours with tons of angry and disgruntled customers. When I finally reached the front of the line, an announcement was made that the systems were down and no money could be refunded to any cards. Only cash transactions. After all of that time a bunch of people complained and/or left. I waited 20 more minutes while someone when to search for my item which, although it was paid for, was nowhere to be found in the store. There weren't even any items similiar to it so I had to settle for a gift that I didn't even want but I was not refunded the difference for these items. My sister purchased an item in the store. The associate swiped her card three times while assuring her that this would not cause her to be charged. Yesterday she noticed three charges for 40 dollars each which she has to wait for to be returned to her since Toys r us is still "processing" the payments. This was all in the Baychester store in Co-op city in the Bronx. Terrible service!!!

My disabled mother was misinformed by sales assistant on floor when explaining Thomas the Train train table and accessorries. She was told in front of me that the train table came with tracks. The sales assistant personally handed my mother trains that were supposedly to work compatible with my son's new train table.

Come Christmas morning we found out there was no tracks in the box. Every train was not compatible with the train table. How can an employee not be educated about a popular item that is a money maker for their company. Obviously after research we noticed that there are three types of trains after my son's dissapointment.

The type we needed was thomas wooden railway trains and tracks. Its ashame that my mom who is old and disabled dropped 500.00 on trains and accessories for his new train table and none are compatible.

My mother bought these items in october to avoid the holiday rush because she uses a walker to get around. Upon Christmas morning when we realized she was misinformed I went to return items december 27th but sales clerk and store manager could not help me out because return date had expired.

Could not refund even with receipt because their computer would not allow them. That is considerably alot of money to be wasted and cannot be used. So my son has a train table and no tracks or trains that are compatible. I am upset and let down being this is Toys r Us.

Not only that my brother spent 100.00 on an electric race track that was so cheaply made it could not hold itself together as the cars could only make it half way around the track. Why? cuz the pieces were cheaply made the track would fall apart as the cars made it halfway around the race track.

How can Toys R Us put these sort of items on their shelves. Seriously...I could find a better race track at walgreens or any local drug store. I am never taking my business to Toys R Us again.

Things have changed since I was a kid....What is a person to do as a consumer when you cannot trust the company to purchase durable and dependable toys and to train their employees to help their customers spend their money properly. I am still in shock.

Hi after i made a complaint about the toys r us click n collect selling me a toy that they did not even stock in store (leappad 1)as i was on my way to collect it they rang me and told me they dont stock this toy anymore told me i had to buy the new model which was twice the price. I then made my complaint to toys r us and had a call from the complaints department of which they said they were sorry about what happened and would compensate me for this by giving me vouchers, this was now a month ago and still no vouchers. Hope to here from someone soon or i may have to take this to the consumers rights department as i still have confirmation emails and the click and collect number for the item they gave me for the item they did not have i believe this was false advertising. Thank you for time.

My 12yr old son went into a toy r us to spend some of his gift money and he purchased a toy from robot chicken on the box it was a robot leaning on a washing machine he also bought a chicken and a gummy bear from this show , after he got them home he told me that the robot was a bad toy and upon inspecting said toy it had a hip action and you placed it on the base and the robots arms clipped onto a washing machine and it would move it's hip as if it was having sex with the washing machine. after seeing this I searched what robot chicken was and found that it is on adult swim and is a filthy show, I really thought that toys r us would have not put toys of this nature onto the selves and that i would have to be concerned about having to safegaurd my child from adult subject matter at what I thought was a kid friendly store.

Mark A. Wisor
111 white pine lane
Houtzdale , pa 16651

Item 036711 purchased from Babies R Us was damaged out of the box. Rewards were never received by e-mail, and found out they already expired. Prior to Christmas 2011, my wife & I went shopping at Babies R Us on Jamboree in Irvine. We picked out a couple of things and went to check out and pay. The sales associate assisting us told us about a Rewards program, where we would be eligible to receive a gift certificate usable at Babies R Us or Toys R Us stores, and that we would be receiving something in the mail about this with the certificate. Based on this inducement, we signed up for the Rewards program, and went back into the store to buy more items -- far above and beyond what we had intended, to earn more of the Rewards that were mentioned to us.

We made a couple of purchases that day, which included two of the FAO Baby Chef Ultimate Baby Food Center products, item 036711, UPC 789887301539, one for our daughter for use for our granddaughter, and another for our niece, who is expecting a baby. The item for our daughter had already been opened, and the sales clerk opened the box to see if everything was in the box. It was, but what wasn't seen was the piece with the blender blade that was completely warped, as if it had been heated up and partially melted. In addition, the container that attached to it was also damaged at the top. In essence, the product is unusable, and customer service cannot find any way to replace the unit or repair it. Ultimately, I'm extremely disappointed with my experience dealing with Babies R Us, from the supposed Rewards inducement and rip-off, to the item damaged and sold as new.

On Sunday, October 28, 2012, at approximately 4:00 pm, My wife two daughters and I walked into the Toys R Us Store located in Riverside California to register my wife into the stores data base system because she is going to have a babby. When we walked into the back to register and after contacting several of the store employees. none of the employees knew how to work the scaner machine so my wife could walk around the store and scan the stores items.

We waited for about 15 minutes for the employees to figure out what to do. Then we told them we were going some where else. While we were walking away from the registration area. All of the employees a balck female, a hispanic female and a hispanic male all started to giggle and laugh at us while we walked away. When we got to the front of the store. I contacted the male hispanic employee and asked him if I could talk to a manager. He attempted to call a manager via his hand held radio.

The manager told him he was at lunch and the other manager wasnt responding to his radio. After waiting for about approximately 10 minutes. I told him I would file the complaint with the cooperate headquarters. The employee told me "I dont care, do what ever you have to do". Then I left. Your employees at the Riverside store are very unprofessional, have poor tact and poor judgement. I cant believe how my wife and I were treated. My wife and I will never shop at that store again. Your employees also need to be trained on how to use the stores equipment and the manager should have come out when I wanted to file a complaint in reference to their employees attitudes.

I placed an online order for store pickup. It was cancelled and I was never notifiedl. The employee said they were too busy and said I needed to reorder. I went to reorder but the funds from the first order are not back on my card. The CC company said to call Toy R Us and find out the status of my refund. After waiting on hold for over an hr. I was connected with a rude agent who kept putting me on hold. SHe then asked to transfer me and said she would stay on the line with me and it wouldn't be long. She hung up on me. I can't find the # for employee complaints but I will. I really hop they recorded that conversation and compensate me in some way.

***ANGRY 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 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.

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!

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!

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

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 Manager’s 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 couldn’t 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 “hassle free Layawway” I said that doesn’t 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 didn’t 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 â€Manager needed in R Zone” 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 didn’t 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 Baby€™s 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,

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.

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!