Toys R Us Consumer Complaints All Reviews

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Toys R Us Reviews

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  • Can't meet shipping obligations



    Ordered my gift items on the Dec 21.To ensure that they will get here on time I paid for expedited shipping. The website advertised this option as 2 day shipping so I would be getting them on Dec 23. Nope. Called both Toys R Us and FedEx numerous times. Instead I was flat out told by FedEx that the packages were never dropped off. My final call to Toys R Us, I was told nonchalantly that I will be getting them Tuesday. If you guys can't fulfill shipping obligations why lie or advertise it. Now I have to wait until Tuesday for my kids to open up the rest of their gifts. Never... More...
    (Delivery Services)
    Sstan3635's Picture   Sstan3635    0 Comments   Comments
  • Babiesrus Chicco toysrus square trade



    I purchased a Chicco stroller trio with an additional two year warranty. I specifically asked is it an in store warranty. The lady at the Corpus Christi store said yes. Well the stroller has an issue where it keeps collapsing. So I go to store and they said I have to go through a 3rd party warranty square trade. I call them and they tell me I have to go to the manufacturer. I call the manufacturer and still don't have a resolution. This is absolutely ridiculous More...
    (Shopping, Chain Stores)
    Spool4u's Picture   Spool4u    0 Comments   Comments
  • toys r us product shipped incorrectly



    I recently applied for a toys r us credit card and use it to purchase my son a electric dirt bike for his bday. The bike was over $400.00-when they shipped the item, they shipped the completely wrong dirt bike and when I called to have them ship the correct one they told me I had to return the other one 1st!!! by return I mean Fed Ex had to come back out and pick it up. After I became extremely upset they paid for it to be shipped back and told me that once they confirm it was on its way back they would release authorization for the correct item to be shipped. this morning I get a call... More...
    (Shopping, Chain Stores)
    sophia09's Picture   sophia09    0 Comments   Comments
  • Unable to Deliver



    I tried to order a small item online from Toys R Us/Babies R Us because they were not able to get the item in store. The online order kept saying that due to shipping restrictions it was unable to process my order. I called Customer Service and although the woman was very helpful, she informed me that in order to ship to my address, I would have to pay $54 shipping because we live 5 minutes north of Edmonton which they consider a rural area. At this point I have no further options for ordering from this store and probably will not be shopping there in the future. More...
    (Delivery Services)
    Choughton's Picture   Choughton    0 Comments   Comments
  • toy broken



    I will not be buying anything from here as I was informed my kids toy was broken that I bought 1 week ago and they couldn't do anything for me because I didnt have the package it was in. I had the original receipt but they still wouldn't do anything for me. Anybody w.kids knows you dont save every single package so because I didnt have the package but did have my receipt the manager says "we cant help you" More...
    (Miscellaneous)
    rae72485's Picture   rae72485    0 Comments   Comments
  • Horrible customer service at Toys R Us



    I really like the dresser - I'm giving a poor review for the service that was provided by BRU. My dresser was damaged when we received it in 2 spots - a scratch on the front drawer and a hole in the back. I called them to see what my options were. I offered to keep it and try to repair it myself if they refunded the shipping surcharge in exchange since nobody wants to return that heavy and expensive dresser. They said they had to talk to mgmt to get approval and would call me back. Nobody ever did so finally after 2 weeks I called. They offered to give me $50 in exchange for... More...
    (Shopping, Chain Stores)
    Edimples14's Picture   Edimples14    0 Comments   Comments
  • Toys R Us - now a leader in Judging the customers



    I visited Toys R Us Edmonton-north store (97 Street, TOYS R US #3535) on July 13th. I purchased two big toys and a couple of small items and paid $99.72. While at the till, I was served by an employee who tried to sell me an insurance for the toys. I listened to her pitch and then politely refused the insurance. She rolled her eyes, rang in my purchase, and said "That would be $99.72 straight into the garbage". I asked her to repeat what she said (because I wanted to record it), and she refused rolling her eyes again!!?? Is that how Toys R Us trains your staff to treat the... More...
    (Insurance)
    MiraYeg's Picture   MiraYeg    0 Comments   Comments
  • Amount wiped off on a Gift card with making purchases



    I had a gift card from toysrus and some how all the money on the card got wiped off without me making any purchases. I reached out to their customer care and it was such a pain to have the issue resolved, I was bounced back and forth from on call to another and received commitments but no responde later, I had to follow up myself. Later I was frustrated with the poort customer service and reached thier corporate office on call, they too were very rude and returned my money, but I was extremely unhappy with the kind of service and responses I got from them... specially their supervisors,... More...
    (Credit Cards, Finance, Banks)
    Mpandey's Picture   Mpandey    0 Comments   Comments
  • Ordering Furniture online from Babies R Us



    I ordered for my very pregnant daughter furniture online from Babies R Us. She saw a review online that they leave furniture in the driveway. She asked at the store when she was creating her registry about it and they assured her that they would set it up. Thus she put it on her registry. When it was to be delivered, the delivery service said they would only leave it in the driveway. When contacted, they said to have someone else take it into the house -- some other delivery company. Say that to a woman who is due any day. I contacted Babies R Us online and in person and they said... More...
    (Delivery Services)
    CAFRANZ's Picture   CAFRANZ    0 Comments   Comments
  • Horrible customer service



    Horrible customer service! Noted an error on the shipping address and as soon as order was placed, contacted customer service and said there was nothing they can do since the order has been sent to the warehouse. I was advised that as soon as i get the tracking number from the carrier, i could easily have the carrier reroute the package. Called the carrier and told me i was given a false information and that only the shipper can change the shipping address. Called customer service and representative was rude. Said there was nothing they can do since it was my fault that the shipping... More...
    (Shopping, Chain Stores)
    melayskee's Picture   melayskee    0 Comments   Comments
  • Unresponsive toys r us



    Totally horrible customer service. Opened up cc and purchase a swing set which would include free delivery and assembly. Well after working on it for over 30 Mins. She tells me it's discounted and probably recalled. Told me I can just call and cancel the cc. Then I find out its still available online!!! Wow! Made a complaint online. Someone calls me from the store and tells me she's going to work on yet and never calls me back. Not only that I send another complaint about this and even the online service doesn't respond!! What's incredible is that they send me and ad... More...
    (Shopping, Chain Stores)
    Poukao's Picture   Poukao    0 Comments   Comments
  • Damaged Crib



    we had an awful experience with Toys R Us right from Day 1, People who work at the store and customer care don't know what they are up to because they come up with different theories and process every time i approach them. i paid an amount of money and purchased a crib and it was damaged by the time i received it. online bill had a different summary cost and in store bill had a different summary cost. when we asked about the discrepancy, representatives were helpless and added fuel to the fire. i asked for shipping refund and they denied saying it's a different carrier and blah... More...
    (Shopping, Chain Stores)
  • Bad Customer Service



    Attempted to return a broken item within 24hrs with a receipt and was told I needed to produce a valid US ID. They stated this was a new policy that went into effect 8 months ago (returned another broken item just a month ago with valid receipt and no issues!). The general Manager Refused to return item implied I was a Thief! Upon calling customer service I was told the same thing. Babies R US does not have this return policy posted anywhere in the store. THIS IS AN ILLEGAL IMMORAL PRACTICE ! The following people are not welcomed at ALL Babies R US: 1. NON AMERICANS 2. NON GREENCARD... More...
    (Shopping, Chain Stores)
    AnnoyedSummer's Picture   AnnoyedSummer    0 Comments   Comments
  • STAY AWAY FROM TOYS R US!!!!!! HORRIBLE ONLINE CUSTOMER SERVICE.



    TOYS R US IS HAS THE WORST CUSTOMER SERVICE EVER!!! I ORDERED AN ITEM AND SELECTED 2-5 BUSINESS DAYS SHIPPING. A WEEK LATER ( 1 DAY BEFORE THE DAY IT SHOULD HAVE ARRIVED AND 2 DAYS BEFORE MY DAUGHTER'S BIRTHDAY) I RECEIVE AN EMAIL THAT STATES THAT THE ORDER WAS NOT SHIPPED AND HAS BEEN DELAYED AND EXPECTED SHIPPED 30 DAYS LATER! MY ISSUE WITH THIS IS THAT THEY SHOULD HAVE NOTIFIED ME IMMEDIATELY WHEN THERE WAS AN ISSUE! I AM HERE COUNTING ON AN ITEM TO COME AND TO FIND OUT A WEEK LATER THAT IT IS NOT IS JUST INSANE! THAT IS NOT CUSTOMER SERVICE, BE UPFRONT WITH YOUR CUSTOMER'S.... More...
    (Shopping, Chain Stores)
    mrslittle's Picture   mrslittle    0 Comments   Comments
  • Toysrus false price signs



    Just got back from Toysrus after spending $100 . They had signs posted all over the Imagination toys stating 20% off. We bought an Imagination toy for $19.99 and received no discount as verified when I looked at our receipt when we got home. We also bought 4 books where the shelf sign said "buy 1 get 2nd for 40% off. At the register I noticed we did not get this discount and pointed it out to the cashier. The cashier then called someone to verify the shelf stated discount but no one responded. I gave up and paid the full price for all the books ToysRUs has deceptive pricing practices!... More...
    (Shopping, Chain Stores)
    Antique1's Picture   Antique1    0 Comments   Comments
  • World's Worst Custsomer Service



    In January I ordered over $2,300 dollars in baby furniture for my son and his wife for my upcoming grand-daughter. One of the items received was damaged when the people left it. I called customer On February 3rd to let them know because my grandbaby was due March 3rd and we wanted to have everything ready. I also told customer service the glider and ottoman that was ordered was the wrong color and I needed to order one in expresso. I was assured everything would be okay. Mind you, my account was charged for all items ordered. The next chifferobe that was sent was also damaged so my son... More...
    (Furniture)
    spates36862's Picture   spates36862    0 Comments   Comments
  • Toys R Us-Billing Dept



    Purchased thru their toll free number on 11/19/14. Received damaged goods and was promised the "surcharge of $124.99 would be waived". Contacted guest relations 8 times. All of their agents were pleasant, professional and accommodating on the phone and promised this would be rectified. The guest relations agents hands were tied though-supervisors failed to either contact me back (4 no return calls or emails)or correct the problem. So I kept calling the supervisors. All of them "promised me they would honor the agreement and notify billing dept. to credit me $124.99". The... More...
    (Miscellaneous)
    Katherine83's Picture   Katherine83    0 Comments   Comments
  • Toys r us poor customer service



    I waited 40 minutes for an item that I was picking up shipped thru in store delivery( A baby dresser) When they finally brought it out to my truck they loaded it on and walked away while my 8 month pregnant daughter and I tried to figure out how to use the tie downs I brought with me to secure it. It was in fact very cold out but we were cold too. I just expected more from them. At least ask if we needed help. I even made a comment how do you use these and got no response they simply walked back into the store without even saying bye or thank you More...
    (Furniture)
    lamandaleesha's Picture   lamandaleesha    0 Comments   Comments
  • Toys-R-Us Horrible Service and Return Policy



    To Whom It May Concern: Here%u2019s my story: My daughters received Polaroid 7in Dual Core Tablets for Christmas from an out of town aunt. They received the tablets 3 weeks ago (1/17/2015). They were originally purchased at store 8823 in Spartanburg SC on 12/13/14. The problem is they already have tablets. We went to return them with the receipt and Warranty Plan Saturday 1/24/2015 to store 9273 in Pontiac MI. The manager there said that he could not return them because they were beyond the 15 day period following Christmas. He told us to call the Toy-R-Us Protection Plan number and they... More...
    (Computers, Software, Hardware - Sponsored by APPLE)
    rickprins's Picture   rickprins    2 Comments   Comments
  • Horrible Customer Service



    " Toys R Us, are just an awful company that has left me with a very awful experience on customer service. My Husband bought a baby monitor for our newborn, and we found that isn't working, the sound isn't working, the screen would go off, while my baby was sleeping in a different room. Absolutely scary for a parent. We went to Toys R Us in Surrey at King George Boulevard and 102nd, to return it since we had the warranty. But apparently they can't do anything about it, and also the fact they have sold me the wrong warranty. We have asked if we could speak to a manager,... More...
    (Miscellaneous)
    aryder's Picture   aryder    0 Comments   Comments
  • Toys R us, Bad service



    Their customer service stinks. Was lied to multiple times about location of my product. Was told it is shipping tomorrow 3 times. It was to be a Christmas gift for my grandson to help with his therapy. I ordered it on November 27th. Online it said it shipped the 28th. UPS had a label but that was all. Called 10 days later to be told it was in corner and shipping in 2 days. Never received and status never changed. Another call made 10 days later. It was then changing warehouse and I would have by Christmas. Well Christmas Eve came and I went shopping (somewhere else, of course) to... More...
    (Shopping, Chain Stores)
  • Expired food for toddler



    My husband and I visited toy r us on 3330 n western avenue, chicago il 60618 on January 3, 2015 and purchased a couple things for our toddler who is 16 months old. On that purchase an "earths's best organic pop snack - sweet potato cinnamon rice and potato crisps" , was included. We did not notice that it was spoiled until a couple days ago when our son consumed one and My husbannd and I noticed that our child really disliked it. We also tasted it and yes, itS chalky taste said it all. The container stated it was best if used by June 06 2014. We could not believe that they... More...
    (Parenting, Nannies, Babies, Family)
    Joyu's Picture   Joyu    1 Comments   Comments
  • Toys R Us Cancelling orders



    They initially cancelled my pre-orders a few weeks after placing them, then offered me a coupon and exclusive link to re-order them, so I did. Received a confirmation email instantly and then another email a week later saying they were getting ready to ship, then they got cancelled again. The problem occurred when I initially ordered from Toys R Us instead of gamestop, walmart, amazon or any other seller that had amiibos. Toys R Us ran out, so now I can't get them. I contacted Toys R Us and their customer service gives me a generic canned response, so I contacted BBB due to their... More...
    (Advertising)
    mortimoose's Picture   mortimoose    0 Comments   Comments
  • Not in stock



    Ordered a click and collect item from site an given a reservation number, on way to store to pick it up and got a phone call to say it was not in stock they are totally criminal and should not be allowed to trade on any website, i should be compensated for any trouble they have caused.....SCAMMERS...SCAMMERS...SCAMMERS..............!!!!!!!!!!!!!! More...
    (Advertising)
    anitam7777's Picture   anitam7777    0 Comments   Comments
  • Toys R us Boise, ID Customer Service



    I am VERY disappointed with Toys R us this Christmas Season! I went into the store last night to get some gifts for my 4 year old daughter. We were looking at purchasing her an F150 power wheels. When we found someone who could help us we found out they were sold out, so we asked if we could purchase the model. He said if we wanted to do that customer service could help us. We asked another person where we could find customer service and he pointed in another direction and walked away, that was it! We finally get to customer service and there are 2 people working the counter. They both... More...
    (Shopping, Chain Stores)
    Kbarclay2014's Picture   Kbarclay2014    0 Comments   Comments
  • LAYWAY ISSUE



    DONT EVER USE TOYSRUS LAYWAY. I PLACED A LAYWAY ONLINE AND THE HAVE CHARGED ME DOULBLE FOR THE WHOLE LAYWAY. THEN WHEN I TRY TO CALL TO GET MY REFUND NO ONE IS ABLE TO HELP ME THEY JUST KEEP GIVING ME REFERANCE NUMBERS AND SAYING I WILL RECIVE A CALL. THEY TOOK MONEY OUT OF MY BANK ACCOUNT THATW AS NOT SUPPOSE TO BE TAKEN. NEVER AGAIN WILL I ORDER ANYTHING FRM THEM. More...
    (Holiday shopping reviews)
    AMBJBS22's Picture   AMBJBS22    0 Comments   Comments
  • Toys r us delivery lost!



    I placed an order Nov. 28/14. I received an emailed stating it was shipped Dec. 8/14. Got a call stating it was ready for pick up (Dec 10/14) since my condo wouldn't accept this large order. Dec. 11/ 14 I go to pick it up but the courier gives me the wrong package and so had to go back Dec. 15/14 to return it and get my package. Turns out they don't have it there, it's lost!!! (pretty sure this retailer gave my package to someone else!) I wanted this as a gift for my niece's baptism for Dec. 13/14. Spent 1.5 hours on the phone with very incompetent and unhelpful customer... More...
    (Shopping, Chain Stores)
    Arojas0112's Picture   Arojas0112    0 Comments   Comments
  • Toys R Us



    I had a layaway made online for my daughters Christmas. I made all my payments ontime and online with no problem. But on December 11 2014 when i was making my last payment i kept receiving an error so I called in to make the payment. The payment was made and then the problems begin. 1st the rep was asked to hold while i check my account to verfiy the payment......once i replied ok its done whats the confirmation number she stated something and hung up. So i didnt think much of it since the charge was stated on my statement as Toys R US for the correct amount. I wait a full 24 hours to check... More...
    (Holiday shopping reviews)
    madmomma44's Picture   madmomma44    0 Comments   Comments
  • Toys R Us...held order and can't tell me why and they cant help me



    I placed a order for my kids on Nov 28th. For over 8 days now my order status has said "item located in stock" However they have missed 2 ship dates now. I have called many many times been on hold for hours only to be told they don't know what the issue is and cant help me. This has been going on for 4 days now. I was told by 2 different CS Reps they would call me back and never did I get a call back. I was told today they can't cancel my order and they have till Jan to ship. HELLO...NO YOU DON'T! The order was over $250 and I ordered it a month before christmas to... More...
    (Holiday shopping reviews)
    suzyqxxoos's Picture   suzyqxxoos    0 Comments   Comments
  • box destroyed when it was shipped! Never Again!



    I decided this year for christmas, I was going to order my christmas gifts online and avoid having to go into the stores, waiting in lines, traffic etc... When my item arrived, the box was ripped open and I don't even know if all of the peices were in there. I was truly disapointed and now frusterated that I had to return it. I still wanted the gift so I had to do exactly what I tried to avoid this year by going into the store and picking it up myself! When I called about my terrible shipping experience, i was told there is nothing they can do. I just will have to return it and get my... More...
    (Delivery Services)
    Katie1234's Picture   Katie1234    0 Comments   Comments
  • Toys R Us Worst Ever!



    Went to Toys R Us in Natick, MA. Had purchased $270 worth of toys. Found several items for half the price at Target. Brought $100 worth of items back for return. Explained I found them lower priced at Target. Told by Customer Service person that Toys R Us price matches and would have done that for me. So I go and get some hot wheels gift packs. $10.99 at Toys R Us. $7.99 at Target. I go to the desk, same person, and show her my Target receipt for lower price. Says she "can't be sure" it was the same item based on my receipt. They sure made that easy. I express my... More...
    (Holiday shopping reviews)
    slepard's Picture   slepard    0 Comments   Comments
  • Unfulfilled Christmas Order



    I purchased a scooter online for my son for Christmas on Dec. 4. At that time I was given the option of picking the item up in store or having it shipped to me. I chose the convenience of having it shipped to me for free. This turned out to be a mistake. I received an email shortly thereafter saying the order had been received and the scooter would be delivered on or before Dec. 9. On December 9 I received an email saying the item had been delayed and no shipment date was available. Upon calling customer service I was told that the item was out of stock and there was no scheduled... More...
    (Holiday shopping reviews)
    jokmartin's Picture   jokmartin    0 Comments   Comments
  • Double Billed



    I went online today to make a $150.00 payment on a layaway balance of 170.00. I received three emails within 10 minutes, two payment confirmation emails, each for 150.00 and one to let me know the order was ready to ship. I called IMMEDIATELY and asked to have the 150.00 over payment credited back to my card. I was told that they would process payment for the remaining balance, and would issue a refund for the balance of the over payment. Three hours later I get an email from Toys R Us with my E gift card for $129.00 and some change. I called back and was told by a representative that... More...
    (Shopping, Chain Stores)
    kburke819's Picture   kburke819    0 Comments   Comments
  • Toys R Us Online



    I made a purchase online and received a conformation email and then an email came in telling me my purchase was suspended do to Credit Card Company. So I call Credit Card Company and was told charge authorization was on my card and there was no issues with card or purchase. So I then called toy r us customer service and was told that my credit was only good for part of the payment of purchase and I had used my card beyond its limits. Customer assistant was rude and implied that I was trying to use a card that I knew was no good. So I then called Credit Card Company back and they were kind... More...
    (Miscellaneous)
    Mjack's Picture   Mjack    0 Comments   Comments
  • Toysrus



    I had 3 Layaways online Totaling $533.00 I paid them off a week ago and they are marked shipped. No tracking numbers were provided online or through email. I have not received anything. I have called them several times and no one knows why they have not been sent or what is going on. They keep telling me that they will escalate this and someone will call me. So far no one has. Two of the layaways are Christmas presents and the other was to be a Birthday present for my grand son next week. I have no idea what to do next. More...
    (Holiday shopping reviews)
    Hushpuppy50's Picture   Hushpuppy50    0 Comments   Comments
  • Toys R Us-false advertising-rude



    First off, I have a picture of the sign as well as the receipt which can't be uploaded here. I saw a sign that read "Saturday only SALE $10" for the orange version of the toy only. I get up to pay and it rings up at $39.99. I told the cashier the sign said Sale $10 and she replied that it probably said save 10 or $10 off. When I told her it did not and definitely said SALE she called another girl over to then explain the story to which she said it's ringing up at $39.99 so it had to say 10 off. I said Ok obviously we need the sign. Which the second girl went and got as I... More...
    (Holiday shopping reviews)
    vburgmo's Picture   vburgmo    0 Comments   Comments
  • Toys R Us online shopping scam



    On "Black Friday" (really Thursday late afternoon) I purchased a train table online (to be picked up in the store). I got a confirmation and then 2 hours later got an e-mail saying that they were unavailable for store pick up and order cancelled. So by the time I get to Toys R Us, of course they were all out. So got home and started to look online again, only to find that they had them online Toys R Us ship from the wear house for $5 more... so ordered it. Again got a confirmation e-mail and number. 3 days later got an e-mail stating shipping was delayed (figured do to time of... More...
    (Holiday shopping reviews)
    fsllori's Picture   fsllori    0 Comments   Comments
  • So called sales not coming up on register



    When you buy anything at TOYS R US, please check your receipt carefully BEFORE leaving the store (no matter how long the line is behind you). I bought over $100 worth of toys and several toys were sale. They did NOT come up that way on the receipt. I called the store and spoke with the manager. He said I could come back to the store and he would correct it. He said the pricing issues are a corporate function and gave me the "Corporate customer service" number (1-800-869-7787). I have now been on the phone over 21 minutes and the woman on the phone, who speaks broken English,... More...
    (Holiday shopping reviews)
    Acadia's Picture   Acadia    0 Comments   Comments
  • Prices are terrible



    Customers be warned. So far anything (like the leap pad ultra and Fisher-Price kid walker) can be bought almost anywhere else for 10 dollars less. This seems to be the ongoing trend. If prices continue to be ridiculous in comparison to any other store I will be officially boycotting Toys R Us and will be advising any and all my friends to do the same. More...
    (Miscellaneous)
    Kimaro's Picture   Kimaro    0 Comments   Comments
  • Store employees and website issue



    Friday i called my local store to ask if i can preorder the special edition to a game and the gentlemen on the phone said yes, i could do so in store. I show up friday evening and he said he did not hear me correctly, that i could order online. He thought i just meant the game it self, not the special edition. So i ordered online. Today is the release date and i received an email stating it wont be here til next monday. ON the website it said gauratee delivery on release date. Now customer services is saying the order were fullfilled etc.etc. Then she said i didnt click the right shipping.... More...
    (Shopping, Chain Stores)
    EYV85's Picture   EYV85    0 Comments   Comments
  • Worst experience ever!



    They sent me the wrong size dress for my daughters Halloweeb costume twice! Not only did they not get me the correct size in time for our parade and trick or treat, I had to go to a store in town and try to find something from their picked over selection. All together I have a worthless dress, wig and tiara, over 2 1/2 hours on the phone with them to no resolve. Worst experience ever. Apparently you don't even have to be able to tell the difference between S and L to work in their warehouse. More...
    (Shopping, Chain Stores)
    ReallyNow's Picture   ReallyNow    0 Comments   Comments
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