1 Geoffrey Way Wayne, NJ 07470
(973)617-3500
Reviews For Toys R Us Corporate Office
anonymous  | 1/30/12 |
| I recently visited simi valley store in california were my wife and I were walking around. As me and her were both born in raised in simi valley it use to be a town that stand for some sort of values. But instead the store has decided that it's going to hire re abilitation drug attics to run the place. And work there in the back and stocking the shelves. In store that has mothers with newborns on the way. When anytime they can take these customers informations and is putting in jeopard the life of these parents and the children at risk. Who I ask is willing to expose the children to addicts at a young age simi valley babies r us is who. | |
| Knarik | 1/25/12 |
| I hate this store!!!!!!!!!!!!!!! Stay away!!! Its dangerous to go there. We got robbed at the Van Nuys's store in the parking lot. There is no security, and its not safe to shop there. I hate this store and will never spend money in there, not even a single penney. The parking lot is dangerous!!! People please stay away from this place!!!! | |
| Ryan Kinch | 1/22/12 |
| The job assessment that finds out if you are qualified to "fit in with the culture" screens people out with autism. I have high functioning autism and they red flagged me because I failed the personality assessment. | |
| nicole | 1/20/12 |
| NEVER GET A WATTERNY FROM TOYS R US. I got one for my kids power wheels, stinger. I called several times they said someone would come to and look at. It just stopped working. No one ever showed up. I called back and they said I have never filed a claim. I had to go to the store manager at Toys R Us. After waiting around for 20 minutes, he said ok they will call you. They called me and wow there was a claim they found it. I am so sick of TOYS R US. | |
| Miller | 1/16/12 |
| My wife and I visited the Baltimore, MD, Babies R Us today with the intention of returning a $20 teddy bear and registering for our new baby, due in April. The teddy bear had been a gift our in-laws and we didn't want it, and didn't have a receipt. The four unoccupied clerks at the front of the store quibbled over whether to accept the return because it was a plush toy from Toys R Us, offered a paltry $5, and then lowered the offer to $3.70 (the final sale price). Their treatment of the return made my wife feel like a shoplifter rather than a valuable potential customer, and it made her cry. This was not what we expected, especially on a day when we were expecting to create a baby registry to do additional business with Babies R Us. The store's lack of customer service and concern for my wife made not registering at Babies R Us an easy decision. We will not be registering at Babies R Us or buying items there for our baby. I found the staff to have a tremendous lack of respect and was insulted that they offered less than 20% of the value of an item that our family spent money and time to buy. We've also shared our experience with our childbirth classmates, who are also happy to boycott these stores. | |
| Erin | 1/16/12 |
| I actually worked at Toys R Us and let me tell you, it was the worst job I ever had. They schedule you for MAYBE 15 hours a week, they don't train you at all, they just throw you onto the register and expect you to know everything about the store on your first day. Management is responsible for the crappy customer service, they don't put effort into training their new employees whatsoever. I felt bad for customers because the store doesn't treat them well at all. They push credit cards onto people who honestly didn't look like they could handle another bill and they cut our hours if we didn't sell those damn credit cards, or the batteries...bullshit buyer protection plans, or rewards cards. Just a horrible place. | |
| toys r slaves | 1/16/12 |
| The managment is poor especially at store # 8815. Most of their normal employees are more knowledgable, and hard workers. Ive witnessed a couple times a manager pretty much demeaning a service desk employee to the point where she cried. I saw how badly treated she was and made the manager apologize to her. And i wasnt the onein line | |
8815  | 1/16/12 |
| Promotions are being given to seasonal employees who have little knowlege, and arent as hard working as the people that have been there for awhile. Pretty sure this is a favortism thing happening since 2 of them are in a certian need i say Click with the manager and training assistant manger who were both from the same Babies R Us. Certain employees also have been asking for opportunities to learn things and more responsiblities and by 3 store mangers telling this one individual that they know that they ate capable of doing the job and spole highly of and that includes lower mangment too saying the same things and yet they pretty much keep giving the person the run around and wont help an already better than average employee advance to try and make a difference for the company and they never give that persob the chance. Instead give it to someone whos there to milk the clock and talk about football and other un job realated issue instead of working. Not that the company cares anyways ypu prob. Wont even read this concern. | |
| Khalid | 1/13/12 |
| Worst experience with the store in Babys R Us store in Chantilly Virginia. We registered for our new baby at the store since it was close to our house. Received a lot of good things from our family and friends, except for a round bassinet that looked good but it was very clumsey and I was not about to put my newborn in it. I called customer service to see if I can do a return, maybe pick out a different bassinet. I was told that I was within the 90 days refund policy, I can take it to any store and get another bassinet or store credit. Ihad the box the packing slip the registery number but the store manager Tyler refused to take the bassinet back. I questioned him on why, his reply was " I have the right to accept or refuse any return". I asked for the district manager's name and phone number, but once again he gave me his first name and refused the phone number. Tyler was extremely rude and unprofessional as a store manager. I contacted customer service but have not heard back. I spent alot of money in the store, but I will not from this point on. | |
| lulu | 1/3/12 |
| The worst experience. Ever the most evil so call manager by the name Diana at the store on ford city I'll I will tell all the people that I know about this shit plase and also I like to comment that she is Hispanic and hates Hispanic costumers whuat a stupid human ignorant person you are. | |
Todd  | 1/2/12 |
| I spent alot of time calling about the avigo boys 18 inch bike. The question was whether it had coaster brakes or not. I needed coaster brakes. I don't live anywhere near a toys r us and had to have it delivered elsewhere and pick it up. I was told by a person in the bike department that they built those bikes for 2 years and were 100% sure it had coaster brakes. I ordered the bike and guess what..no coaster brakes. I tried to let them correct the problem. 2 months later..christmas is over and still no wheels. I'm sure i will have to order them from somewhere else. Since then i've explained to the knuckleheads that they should have given me the wheels off a bike with coaster brakes and reordered them from their distributor. If they had to answer to anyone, say "yeah.. i may have lost $100 bucks now but next year when he comes back and spends $1000, I made you $900." | |
| Mandi | 1/1/12 |
| Just returned from toy r us in waterford, ct 06385 to return a christmas gift that I bought for my daughter. I presented the original receipt to the women who quickly said Toy r us would not except the return because it was over 90 day, which it was CLEARLY NOT over 90 days. After the employee realized her error, she then refused to refund my money because I had returned 2 other items within 6 months, one which was defective, the other (a ride-on toy) that was too small for my son but still in its unopened box/packing. I of course protested as much as I could with my 2 and 4 year olds watching on. I had promised my daughter we would return this item and buy dress-up items with the refund. I nicley asked to speak with the manager and when my daughter understood the refund or exchange would not happen, she began to cry in the store with employees and customers looking on, the manager, Luis (didn't get last name), watching and not even attempting to correct the situation. Then I asked for store credit, since, after all, I was there to buy something else with the item I wanted to return. The manager said they would only give me $24.99 of the original $49.99, plus tax, even though he could see on the receipt that I paid almost $54 because $24.99 was the lowest sale price within recent months. Unbelievable.I have never heard of such a thing. I had to walk out with my 4 year old daughter crying, at toys r us, where a kid is supposed to be a kid. I have spent thousands of dollars in Toys R Us and Babies R us, buying cribs, dressers, and countless other things with 3 returns over the years. I will never shop at any toys r us or affiliated store ever again and make it known to friends and family not to shop for our children at toys r us, ever. With a 2 and 4 year, toys r us will miss out on many years of my business. By the way, I went to the toys r us website and it clearly states a refund will be issued with original receipt within 90 day as long as product was not damaged by consumer. Period. Poor costumer service, kid crying, manager looking on. I wouldn't be suprise at all if their employees are instructed to reject all returns if possible. They did it to me even with the receipt in hand. BS. Is this even legal? | |
| AMBER | 1/1/12 |
| IF ANYONE HERE HAS HAD YOUR GIFT CARD COME UP ZERO BALANCE PLEASE EMAIL ME, i HAD THIS PROBLEM AND FINALLY FIGURED OUT A WAY TO GET THEM TO REPLACE IT , WITHOUT GETTING THE RUN AROUND, MY EMAIL IS ITRIED2TELLHIM@GMAIL.COM | |
| Vipin Shrivastava | 12/31/11 |
| the 10% holiday cashback program is robbing customers. I placed two orders: 1) order # 7976107738 on 12/23/2011 and got Order Confirmation email on 12/23/2011. The order got shipped on 12/27 and delivered on 12/30. 2) order # 7980826038 on 12/24/2011 and got Order Confirmation email on 12/24/2011.The order got shipped on 12/27 and delivered on 12/30. Both these orders are eligible for 10% cash back as per the promotion on the website which said that all purchases till 12/24/2011 are valid for 10% cash back. now the customer service and the supervisors are bringing new conditions saying that the promotion is valid for items shipped before 12/24. when were these conditions added , the website never said anything about shipping ??? customers can only place order , shipping and processing time is in the hands of babies r us .. they are accepting their fault but not correcting it .. the supervisor simply confronted in such a harsh way and kept the phone not even discussing matter..what happened to customer satisfaction !!!! very pathetic customer service, i pray nobody needs to talk to them this was the worst part of the hoildays!!! Thanks, a very very disappointed customer | |
| Anonymous | 12/29/11 |
| I will never ever shop at Toys R US. There customer service is horrible, and they have a bunch of employees working for them that are clueless and don't know how to perform there job correctly. I purchased a Fisher Price doll house and other toys. My daughter never opened and played with the Doll house and she told me she didn't want it. When I purchased the item the clerk at the register sh never gave me 2 receipts she only handed me a gift receipt, but I never thought anything of it. A couple of days later I went to return the item and couldn't return it because I didn't have the original receipt. I spent 2 hours with a woman who I thought was the manager for her to just tell me that they couldn't refund the cash amount for the item because they have to the orginal receipt, and they spent 2 hours trying to look up the purchase of the receipt and never could find it. They tried to offer me a gift card, but why would I want a gift card to shop at the store when they can't even do a refund for a return a small purchase item gift. Toys R US will go out of business because there are other places with the same items that sell for less that what Toys R US does, and plus at least the other places are about helping there customers...WHAT A BUNCH OF JERKS!!! | |
| Valerie | 12/27/11 |
| There is an issue with TRU gift cards...their numbers are not being secured and once they are purchased some hacker somewhere is able to use the gift card and you are out of luck. This had happened to me before with gift cards for my kids but figured it had been corrected now that you need the PIN scratched off. But nope, just got 4 this Christmas and luckily 3 worked and 1 has a $0 balance. My cousin who received one from the same family member also has a $0 balance! Apparently, someone somewhere knows how to get this info. So clearly there is something wrong WITHIN the organization for this information to be available so quickly and easily for these hackers. And TRU's response with their investigations etc is just ridiculous. They know it's an issue, so FIX IT ALREADY. I have never had issues with any other stores except TRU...so something is up. I am telling my friends and relatives to skip TRU cards from now on. Go with a reputable store that doesn't give you the runaround when their customers are ROBBED. | |
| Jacob | 12/22/11 |
| Went online and ordered a wii product. The site clearly stated that the store had the product in stock. I received an order conf so I headed out to the store....when I got there the store said they didn't have the item and that I was to wait 3 or 4 hours for another email to come pick it up! Needless to say they ended up not having the item and not offering any customer service at all. I know what happened! They didn't pull the item for me then they sold out. So the I called the customer support for online orders and they kept telling me it was my fault! It was unbelievable how I was talked to and blamed for placing an order with them! If you have any since at all never order or do business with this company. Just take a look at this page and all the horrible reviews! They will never get another dime of my money I assue you that! Awful business practices. They should be ashamed! Just buy from Amazon!! They know how to conduct business the right way!! I'd be happy to explain my experience further to anyone with toysrus that's interested in knowing. | |
| Jim Fletcher | 12/22/11 |
| Another Christmas season distroyed by toysrus, they treat me very badley. I may be a 100% disabled vet and look a little strange because of it, but they took my money and did not deliver. | |
| Jason | 12/24/11 |
| Toys R Us is likely the single worst business in America both inside and out! Their sales are restrictive and misleading, their customer service is horrendous, and their internal business practices are downright ILLEGAL! They blatantly use bait and switch tactics both in advertising, sales, promotions and hiring of employees. They advertise sales of items they clearly do not have and still post signs within the store for items they never had in stock to begin with. I was dumb enough to be tricked by their employment practices and once hired, I saw exactly what a sham the entire operation is. I was told to hang sales signs on the shelves for items we never had in order to trick guests into buying an item thinking the incentive was available. For example, I personally hung signs for a buy one get one free on Lego items and knew full well that we did not have the "free" item in stock and had not had any of the item for several weeks prior to the sale. This practice was repeated on many many items in the store. From the employment side of things, I was "hired" as the Human Resources Department Supervisor, and upon confirmation that I got the job, I moved my family several states away to begin my new job with Toys R Us only to learn during the on-boarding process that I was hired as a SEASONAL scab making minimum wage! Bait and Switch employment practices are clearly unethical yet I am looking at a memo from Jerry Storch himself (CEO of Toys R Us) outlining the updated ethical business practices that Toys R Us "prides" themselves on. My advice is this: DO NOT WORK HERE DO NOT SHOP HERE ENCOURAGE YOUR FRIENDS AND FAMILY TO SHOP ELSEWHERE AS WELL I plan to pursue legal action if my state's business laws allow me to do so. | |
| Jessie | 12/24/11 |
| Do not place in store pick up orders online. I had purchased an item online for in store pick up, my sister lives in the town it was sent to. She had her baby and couldn't leave her house. I called the store and explained I needed her boyfriend to pick up my sons toy instead, they said it was no problem as long as I verified he could pick it up and show them a "copy" of the email and his ID. I sent him the email on his iPhone. They put in notes on the computer to allow him to pick it up and if any problems call me. After he got off work (and its Christmas Eve) he goes up there, they have no notes, and theyre refusing to help us, wont talk to me on the phone. the Manager yells to put me on F**king speaker phone and yells his store policy for both me and my brother in law to hear at the same time, will not get on the phone with me at all or let me explain that I live two hours away and I called earlier and they said no problem. so basically it ended with the manager laughing in my brother in laws face and cursing at him talking smack back and forth and "taking things outside" and called the cops on him over a stupid toy! which I paid for, it belonged to ME and he had no right to withhold MY property if I said to release it. NEVER buying ANYTHING from them again. then we asked if my sister could come up and they told him no even tho it was in her name unless she had a PAPER copy of the email. WHICH THE WEBSITE DOESNT SPECIFY PAPER COPY. Their rationale was someone could hack into my email and show it on their phone. OK if someone was goig to do that they can just as easily print it off too!!! Oh and my son didnt get it in time for Christmas...these people really suck. sorry they had to work on christmas eve but its not right to take out your frustrations on others. | |
| | 12/26/11 |
| A zero should be an option indeed! It seems as if any Toys r us you go to has poor management and even worse customer service. You would think that a company devoted to children's toys would be more than willing to help customers out and not give them attitude, or a rude experience. Clearly you would think corporate would want to change how the stores are run...perhaps if there was positive change than the company would no longer be in debt. | |
| chris dougherty | 12/21/11 |
| i tried to place an order online for the nerf lazer tag it was on sale but no stock and on the day the sale ended they had some in stock so i called and talked to another rude employee of toys r us he said they dont make any price adjustments i said it wasnt fair since they had no stock and you cant back order on line i left 3 messages for manager and 2 emails nothing there customer service sucks the employee told me thats the way the cookie crumbles oh well he said next stop twitter and face book dont buy from toys r us | |
| Anitra | 12/21/11 |
| I just couldn't believe the experience I had in Toys-R-Us. I stood in line to purchase a gift for my seven yr old child, when I got to the front of the line was told that the transport game case I had gotten was not the one on sale, being that this was hard to believe because the sales person picked out the package I gladly removed myself from the line so the next customer could be helped while my better half went to get the correct item. After waiting in line for a second time just to find out the item was the correct item given to us. After ringing up the product we noticed that the cashier did not give us the bundle pack for the Nintendo iDs which was on sale for $192.97. We were charged almost $250.00 they voided the transaction and then re-rang it as the bundle. The manager then asked that I slide my card again to purchase the item...I was confused that they just charged my card, reluctant I did not, We were told the first transaction would take 3 days to get back on my card..the sale for the bundle pack ended on that day. Day 3 and still no refund, not only that i called my bank and they advised me the transaction was never refunded...I have tried calling the store four times and have been placed on hold every time for over an hour. I am so mad and frustrated, the store is over an hour and 1/2 away from where we live. All I can say is what happen to taking care of the customer. This is just the gest of what happened we experience an entire different episode while in the store. I would score this a ZERO. | |
| Christina Reggio | 12/21/11 |
| I just recently called Toys r Us to see if they had an item available so that I could pick it up on my lunch time. I was on hold for 30 minutes without anyone coming back on to apologize or even see if I was still there.. 2 days later.. after I cooled off, I tried again and was put on hold for another 35 minutes, they picked up the phone 1x at least this time.. only to put me on hold again for someone on the floor to pick up...and then to tell me he doesn't see what I was looking for.. I just may go back to see if it is actually there.. Terrible customer service.. I have dealt with a lot of company's in my years.. never like this.. Shame on Toys R Us.. | |
| kathy white | 12/21/11 |
| There are many negative comments posted about this store and some i agree with but i do have a positive story to tell. Wanted to get a pinkalicious bike for my 4yr. old granddaughter. It was on sale for 2 days but the employee could not find the only one they had that was suppose to be in the stockroom. For a few days i called the store(33times)but never an answer. The bike goes on sale again for dec.20 and 21. I go back to store and was told no bikes in stock. An associate named Corinna called other stores for me with no luck. I gave her my number just in case one came in. I got a couple of streets away and she called to say that after looking around she found one and to meet her at the service desk. She was also at the end of her shift but did this for me without my knowing. I am one happy customer to have met an employee that knows what customer service is all about. The store i am speaking of is in Glendale,Az near the Arrowhead Mall. Thank you again Corinna. You get 5 stars from me. | |
| Deborah | 12/16/11 |
| On December 4th I tried to call Toysrus to see if they had the psp with the promotion with 2 free games got left on hold for an hour so I finally got into the car drove to the store and of course they didnt have any I asked if they could tell me if any of the other stores in area had them they told me I would have to go to the service desk so I did and stood in line. When it came my turn I was told she couldnt tell me if any of the other stores had them nor was she allowed to call to see if they did she told me heres there numbers. I live about 30 miles from any of the stores so I cant go to all of them so I came home and ordered it online it said the games were available when you get the psp so I ordered it. To my surprise a week later I got my psp no games nor a mention I immedately called the customer service line to get rid of me she told me ill take your number call you back. I gave them 4 hours no phone call so I called back the second guy did try to help me but couldnt find the ad. I now have copy of the ad stating this promotion but couldnt find it the day i called so when i got the ad i called back again they said they have no knowledge of the ad I said well someone was suppose to have called me back several days ago he said yes mam and they will now its several days later no phone call. I also had emailed them I received an email today and it said we found that promotion but its expired sorry for your inconvience but we will offer you a $10 dollar gift card if I would give my address they have my order number and name on the email duh how hard is it to see my address when they pull it up. I only ordered the psp from them because of the two free games im so mad I will never go to or order from another toysrus and I have 9 grandkids. I didnt have knowledge I wasnt getting my promotion until i received the order so yeah the promotion was over by then so BEWARE DONT ORDER THINGS FROM TOYSRUS!!!!! | |
| Mrs.Regina Stewart | 12/17/11 |
| The manager Mr.Art at the Little Rock,Ar. location is so worthless.His employess are better at running the store than he is.I placed a layaway back in November and bad on it up until 12-14-11.Went into the store to pay it out.The layaway was not found. After two hours in the store hoping Art would find the items.Art returned with four items.I had to try and look for the items on the sales floor myself.All of my promtion items where lost along with the rest of my items.Art them placed my return pn a credit catz which takes up to 10 days to recieve a return.When Toys r us policy states that a debit catd purchase would be returned as cash.Art refused to correct the problem he caused.Now it will be after X-Mas to get a return and get my childten toys.I'm a single parent of two who has just thrown away 356.98 until after the Holidays.Thanks for runing our X-Mas Toys R Us and Art. | |
| Julie | 12/17/11 |
| Zero should really be available because that is what they'd get from me for sure!! Stopped in there spend almost $350 and couldn't get a receipt!! Was told to go to customer service and they could pull one up and print it out, well 25 minutes later, told there wasn't anything else they could do but they could not find the transaction to print out a receipt. The main item I purchased was a xbox 260 with kinect and NO receipt for it!! Store manager comes over and he is just as stupid and worthless as they one trying to print a receipt. He claims he takes care of his customers and would correct the problem if something were to happen to the xbox...REALLY? You can't even print out a receipt, you refuse to do a refund and check the stuff out again because you're not allowed to do that without a receipt! Toys R Us SUCKS!! STAY AWAY!!! They have not heard the end of me yet!! | |
| | 12/18/11 |
| I was suspended from a BRU/TRU store that I worked for and I find it obsured that I got immediately placed on suspension when our human resource rep wasnt there and the other one that they had to confirm it with from a different state wasnt picking up either. I find it unethical of BRU/TRU to have last mintue revised the schedule to get me to come in on a suppose off day and in the same week only to have the intension to call me in and suspend me immediately with out complete clearance. i take responsibility for my actions and therefore thought I'd be treated with at least minimum respect. I had 1hr 30mins left on my shift but had to leave. If they couldnt have proper ppl to revise and process my paper work they could have been kind enough to let me finish my shift. Instead I was told I HAD to come in so my employee review wouldnt look bad and I had plans with my sick mother to spend a day with her only to be ruined but a shift I couldnt fully work. Another thing, as person who have seen how this cooperation operates, I understand why many employees come and go. Its the lack of poor management where the store manger tries to take full control and only trust a few co-managers (which I think is racist judging on how he acts and favors certain ones) to help lead. Thirdly, because of my whole experience at this store it is my goal to have ppl realize that it isnt a place to go to. Its over priced and employees are force to smile and put up with a lot of bullshit from customers and worse its staff leaders for such a cheap hourly salary. I would not recommend a registry at TRU/BRU because a lot is over priced and even so a lot of places price match and give you a better experience. Dont ever buy a registrant a gift card from there because it isnt redeemiable for cash so if you dont get a item off their registry give them a gift card else where because its their way of forcing a costumer back into their store that is highly over priced. As a previous recent registrant I was given a gift bag with expired coupons or coupons that would expire in a few weeks. Realizing how horrible it was I asked those who were attending my shower to look at other places where they would be treated better and how cheap it to purchase else where. There is nothing in that store that you cant find cheaper elsewhere or online, especially their breast pumps and well practically their whole infant care section and more. NEVER BUY their buyers protection plan. On most items purchased they protection plan expires before your baby reaches the age to use it or has already outgrown the product. Never buy the BPP for the cribs that convert because although it converts to a toddler bed its a hassle to wait to get the product replaced and leave your child bed-less. Plus those new plastic bed are more convient. Its cheaper, safer if a childs accidently hits it and its easily replace dependin on the character your child might be newly into. I have more to say but i'll leave that for another day. | |
| Nicole | 12/18/11 |
| I was looking for a huffy green machine, both stores I went to one in Clearwater and the other in st Pete, said they had it in stock, but after driving to both locations neither did, the sales guy referred me to dicks sporting good. I requested to speak to a manager n they never came. Very poor management. They should update their management and computers!!! Won't shop there ever again!! | |
| Brian | 12/20/11 |
| Last Sunday we received the Sunday paper and ran across the adds for Toys R Us. My wife was looking for a Doll House for my youngest and they just happened to have one that was very nice. It was the perfect size colors and it was on sale for X-mas. We decided to go to Toys R Us to purchased it but when we got there they were out. So we asked when they expected to get a shipment in again. We were told that the item we were wanting is DISCONTINUED and they wouldn’t be getting anymore. So needles to say we were pretty angry about it because of the fact that they advertised it in the paper and the add was good thru DEC 24th. We called back to speak to someone and all we got was attitude and no one seemed to care about it. We will never go to Toys R Us ever again to purchase anything whatsoever. Way to go Toys R Us JERKS…... | |
| anonymous | 12/16/11 |
| I worked for toys r us and got suspended for using my employee discount card with one of my family members while I was working,the difference was $6.50 and I got fired for that and I haven't goteen paid my 32 hours I worked before getting suspended | |
| | 12/13/11 |
| My sister ordered a defective tablet online a couple of days ago. The charger wasn't working. We went to the Tacoma mall location in Washington where the manager Andy and the employee Carolyn were very rude! We had all the paper work and they said the serial number didn't match. We picked it up there so that would mean that it's something they did wrong. They both said it's not their fault and that they wouldn't take it back. We called the customer service and they gave us a number to show that we did purchase it and for them to give us the refund. When we got back up there, they wouldn't help us. The manager Andy kept saying he wouldn't look it up. I recorded him! He was so rude. I can't understand how toysrus can let people like that be managers and have horrible customer service! I love shopping there but that manager and employee need to be fired asap! | |
| Kellas Wechsler | 12/10/11 |
| I have had many issues with Toys R Us in the past and will not shop there in future. I have placed about 4 orders in the past month and a 1/2. Each order had issues! 1. I've had multiple items cancelled on different orders. One of which was a free item that I received b/c I spent enough at their store. The only reason I purchased the items to qualify for the free item was b/c of the free item. Otherwise I would've purchased them somewhere else that was a bit less expensive. I wanted to give the free item to charity. I had to call customer service several times and waste several hours before finally getting the item. 2. I purchased an item online from them then one day later it went on sale for $5 cheaper (3 days before I received it in the mail). I called them to try and get the $5 adjustment in price and kept being told that they don't price match. I tried to explain that it wasn't price matching another store, but their own & I hadn't even received the item yet. I then asked why they would rather have me go into the store, return the item, & purchase it again which would waste my time & their employees' time. They basically told me that's what I'd have to do though. Rather than fixing the problem in about 5 seconds while I was on the phone they kept insisting that was not their policy & they couldn't do it. They finally did, but only after about 15 minutes on the phone and a frustration level that went through the roof. 3. I purchased items online to pick up in the store, but had to return one of those items. I called customer service to make sure I could get the $ amount put back on my credit card since I read conflicting information about this. I was assured that it would. I drove the 1/2 hour each way to return it only to be told I could only get merchandise credit. 4. Then I tried to purchase a bunch of items using that merchandise credit from my recent return mostly & a bit on my credit card to be sent directly to charity. Some of the items were shipped, but they cancelled one of the items. I called to ask first if I would be receiving another email soon stating that the other 2 items that hadn't shipped yet would be cancelled. Second I asked how the "credit" would be allotted. I was hoping the full amount of the gift card would be used & just less money would be charged to my credit card, but was told that was not the case. It would be credited back to the gift card I had already thrown away b/c it was used! I had placed the order via phone to make sure all items were in stock in the first place since I was sending it to a charity for kids that may only be getting these items as gifts for Christmas. I could go on, but you get the point! Regards, A Very, very disappointed customer | |
| Anonymous | 12/10/11 |
| If I could, I would give TRU 0 stars. There is so much wrong with this company, it's not even funny. They overwork some employees, so many of the managers or employees who've been there the longest can slack off. The interview process is extremely unprofessional. They usually do a group or partner interview. When I was interviewed, we were asked to tell the person seated next to us why we wanted to work for TRU, and that person had to tell the HR manager. Then, we got asked the same question for one-on-one interviews. I have been working there for five, almost six weeks now, and in that time, they've cut my hours for one whole week and haven't even paid me once! They're supposed to be paying me every two weeks! I've complained multiple times to the appropriate people about this, and they refuse to do anything about it. The bathrooms at the store I work at are so filthy, it's enough to make anyone a germaphobe! There's toilet paper, water, filthy diapers, pee and poop, and dirt all over the place in the bathrooms! The store I work at almost never has most of what the customers actually want to buy or even what's in any of the multiple versions of the ads TRU prints every week. This often leaves customers angry and refusing to return! No wonder the company is now at least $5.5 billion in debt and could potentially be out of business by next spring! I wouldn't recommend working or shopping here if you can! | |
| Maura | 12/7/11 |
| The phones just keep ringing. Can anyone tell me if the store on 2130 Bartow Avenue, Bronx ,NY 10469 is still open? Their phone number 718-862-2240, which is the one listed on the site, just keeps ringing,(10 minutes, then I just hung up). I'd assume they're no longer in business, but I know the store is still there, just in case anyone cares to let them know Amazon would appreciate my business.. | |
| Hope Stooksbury | 12/7/11 |
| I have a few things to say about the Toys R Us company. First, I don't think you should have to use your rewards points within two weeks of them being earned. We earned over $300 worth around the time of my sons birthday. Why would we need to use them two weeks later? I guess a multibillion dollar company doesnt want to have to pay up to its customers. Second, I had to call customer service three times in one day. The first time I was hung up on, the second time the representative was okay, the third time I dont think she was paying attention at all. She asked me how to spell my first name, and I had to repeat my address and phone number twice. This is probably why they do not have an option to give a review on their website. I probably won't be shopping their unless I HAVE to. | |
| Kristen | 12/7/11 |
| I agree with Debbie and Candi. I am searching the internet to see if others are as outraged as me. Yes Its my fault for not reading fine print but when they advertise "hassle free" returns, you have 90 days to return it to the store after online purchase, return means refund to me, not exchange or "store credit". I bought something there that went on sale at Target a week later. I took the unopened box to the store, they would only give me credit. I do not want $50 of toys r us credit, I want my money back! If I want my money back, not only do they not refund your shipping costs but you have to PAY to return it at the post office. They claim there is a shipping label in the box...NOT SO. Its just a sticker with an address on it! NOT A RETURN LABEL. Toys r us tries to get you with this deceptive language.."hassle free returns", "return within 90 days", "shipping label" but you have to read the fine print. NOT a way to run a business, better to be truthful with people then to piss us all off and make us never want to shop here again! If I would have known, I just would have never purchased the item and would have kept shopping at toys r us for other items....NOW I will never purchase there again! Way to keep customers happy! | |
| Les | 12/9/11 |
| I have been on hold for 41 minutes! and holding. I'm curious how long it will be until they do answer my call. That is interesting someone mentioned the reward card. I was issued a card and every time I gave them a phone # at the store they could never find my info. I finally called the company and they said someone elses name was on that card??? oh yea, they will call me back. (they still have not called me back). Going on 48 min. on hold. Come on HQ, with soooooo many dissattisfied customers don't you think you should get a grip on this? Gotto go, and still holding at 52 min.!! | |
| Charlie | 12/6/11 |
| Very disappointed in their Customer Service. I purchased an item on Sat, Dec 3, online for the full price. On Monday, Dec 5, 2 days later it went on sale for $10 less. They refused to refund me the $10 difference. I had to return the item for a refund then purchase it for the sale price. Is that stupid or what? No customer service there. Terrible experience with Toys R Us. Every other big box chain store would honor that sale price and refund you the difference in that situation. | |
| Tammy Keener | 12/3/11 |
| Thanks to Toys R Us Christmas for me and my children could possibly be ruined, I made layaways early so they would get what they wanted from Santa, after waiting two hours I was told they had lost most of the toys, I went to the shelves ..empty of what I needed ...on line the same ..I have searched all over for some of those toys with no luck ...I am very angry! !!!!! | |
| Stephanie | 12/2/11 |
| LOL First and foremost "The Boss" you are no one to speak about their spelling when your run on sentences are just as bad. Don't judge others on their spelling when your grammar appears to be just as poor as Corporate Office's customer service. I have placed a dozen calls to one of the Managers/Supervisors regarding an ad they put out in their catalog and failed to correct it. I have gotten in to it with the store that I purchased the item and have attempted many times to get a hold of someone in Corporate to get what was promised in the ad. Unfortunately, I refuse to give up as customer service is one thing I am HIGH on when it comes to running a business... Do not produce ads without proof reading them and make sure you do not offer something MILLIONS of times all over the world, that you are not ready to compensate for after realizing your error :) That is all. | |
| Another Customer lost to Nonexistence Service | 12/2/11 |
| I was on the phone on hold for more than a hour. I called three times. The first two times I was hanged up on. The third time another person on the phone picked up and said " we an`t got it" and hanged up. I never said the first time on any of the phone calls what toy or toys that I am looking for. I will not shop at Toys R Us or any of its affiliates again. One star is more than what is deserved. | |
| Candi | 11/30/11 |
| I want to respond to DEBBIE. I had the same thing happen to me. I ordered online with my visa debit. On the receipt upon delivery, it states may return to store Hassle-Free Returns. WHATEVER!!! I was told I will have to get store credit for my merchandise. Asked for manager said the same thing. But If I have a major credit card we can put it on there. I paid with my debit and it can be run as credit, I told her. She said it will kick it out. I left and then returned wanting my money back. I begged crying, just try it as credit with my debit, it will work. She said no it wont, But I will do it just to show you. So she did it and guess what, IT WENT THROUGH. She was like I didn't think it would. Poor training and POOR costumer service. Will never buy from TOYS R US again!!!! | |
| Debbie | 11/22/11 |
| I will not ever order online with them as they only way to be reimbursed for a return of an online item is a gift card. So if you order something for a child in your life and it is the wrong thing or a duplicate you can never get your money back. This is the only online site that I have ordered from that has that type of policy. I was told that if I make a big fuss that the Manager may reverse that policy but it is a big IF. Bad policy to make me act like badly to get a refund!!! | |
| Scott | 11/22/11 |
| I was hired on as an assembler at the Dublin, Ca. store. The management there were some of the rudest and unprofessional I have ever encountered in my life. Not only would I not recommend for anyone to work there, but I would strongly suggest to anyone who is working there to seek employment elsewhere ASAP. Don't waste your time in this place and if you must, keep it off your resume so no one will know you were ever there. | |
| The Boss | 11/21/11 |
| I think that you guys who post on this website should learn to spell. You guys also have no life. But I guess since I'm posting too, I have no life. Problem is, I'm just better than you. The Boss | |
| Megan H. | 11/19/11 |
| Poor service, both in store and online "support" center...No one takes responsibility for items not in stock, although the site says it is, just a pathetic "not my problem" type of attitude. I would much rather spend my money at places like Target, who have the same item for usually the same price, but MUCH better service. | |
| Alicia | 11/19/11 |
| I had $20.00 in rewards pending on my account for the Rewards R Us program. I just logged in today, and they are no longer there. No money at all, and no explanation. I also have zero dollars earned even though I spent over five hundred dollars on my three kids for birthdays, and christmas. I also noticed my rewards from internet transactions are never posted on there. This really makes me sick of shopping here now it is one thing to not have money to do this, but to claim your going to give customers rewards you don't give them is wrong. I never really wanted to sign up for rewards because I didn't want to get disapointed it shouldn't be this way. I gave in because I went there alot, and now I'm very disapointed for now on I will buy from other toy stores on the internet. Growingtreetoys.com has some interesting items by the way. I will be filing a complaint with the better business bureau on this company, as well as an attorney general if I don't get what is told I would get. They need to have reward numbers more secure so people can't use your account or don't give rewards at all it is their problem so they need to give what you earn. If they keep treating people this way they will become bankrupt. | |
| Kristen | 11/16/11 |
| I will NEREV AGAIN shop with toys R us. 2 1/2 weeks ago i purchased 25 of the Toy Story 3 operation game for toys for tots. I paid through paypal and items said IN STOCK! They charged paypal and my order said pending. I also paid extra for 2 day shipping so id have the items intime for the toys for tots deadline. after 4 business days i still had not recieved my order so i checked and my order still said pending and items located in stock. So i called. When i FINALLY got ahold of someone she told me b/c i had ordered 25 of the games it was taking an extra day or 2 to get them packaged and should recieve them by the end of the week. Well the following monday came along and still no games. So i had to call back, finally got ahold of someone and she put me on hold for a few min to check the order. Well i was on hold for over an hour b4 i was "disconnected" by accident "im shure". Than a few min later i recieved an email from toys r us saying that my item was sold out and on back order and i would recieve it by jan 1st! if i did not recieve it by than than they would cancil my order. I was beyond pissed b/c it was for toys for tots...what good is it after christmas. So once AGAIN i called back and after 45 min of automated crap i fainally got a VERY RUDE lady telling me there was noting she could do. I asked her how they could sell something that they did not have? She said it was a mistake. And that my card would not be charged untill items had been shipped. Which was wrong b/c the payments had already been cleared through pay pal. So i asked to just cancil my order and she REFUSED to do so because my order was pending...even though my items would not be shipped till jan. We went back and forth for 30 min fussing and i kept asking to speek with a manager or someone higher up and she would not transfer me...just kept telling me there was nop one avaliable. So i hung up and called pay pal to inform them of whats going on which they could do nothing b/c online the items still said AVALIABLE and IN STOCK so i would just have to wait. Well today i finally recieved a letter that the items were sold out for the rest of the season and my order would be canciled and my card would not be charged! BUT IT HAS ALREADY BEEN CHARGED! so once again i was on the phone with them today and they told me there was nothing they could do...that i would have to call pay pal. So doing that i was told that pay pal was going to open the dispute but it can take up to 90 days for my money to be credited back to my account. I also had to email them the email i gout about my order being canciled for verification. I WILL NEVER SHOP WITH TOYS R US AGAIN! They are nothing but scam artist trying to get your money. They have the worst customer servise i have ever seen! | |
| Shana Rivera | 11/11/11 |
| I wood rate Toys R Us if i could a zero! This place Realy Sucks!!! i spend more then 3,000 dollars every christmas at this place, that isnt gonna happen this year! i have a toys r us rewards card, but they keep putting my rewards into someone elses card! and They wont put my rewards on my card, even though i have showed them proof ( Reciepts)! I am so Calling Corporate! i will let you guys know what corporate says! | |
| Dave...Camp Hill Pa | 11/10/11 |
| I guess I'll spend a minute sharing my poor experience with this company. Their return policy seems to be written by a 2nd grader. The company doesn't empower their employees to make simple customer service calls...they are more concerned with pointing out thier policy. Don't worry, your policy doesn't apply to me anymore. I will shop anywhere else, travel twice the distance and pay more to shop somewhere that I feel wants my business. The gross profit and mark up on toys is so high it makes no sense at all to chase away people with your "carved in stone" policy. I will tell everyone that I know about my experience and encourage them to shop elsewhere. | |
| Brandy T. | 11/6/11 |
| I would give TRU no stars if I could. I literally spend thousands of dollars there each year online and in the store. This morning I decided I would try the store pick up for a sale item. I placed my order a good hour or so before the store opened. It showed my order was placed and would be available for pick up in about 2 - 4 hours. I checked back on my order 4 hours later for it to still say the same thing. I contacted the 1-800 number only to be told that I needed to contact the store to make sure they were actually holding my order. Which in my opinion should not have been my job to do considering my card had already been charged. I contacted the store only to find out that my item was in high demand and they sold them all to the customers that were there when the store opened. Rep told me my order was canceled which online it did not show. She proceeded to tell me she could not issue me a rain check and that my card is not charged until order is processed. I can clearly see where my card has been charged on my online banking. Then she told me she could not help me to contact the 1-800 number that I had just spoke to. The guy I spoke with said my order was not canceled but now the online and store were both out of stock so it would be canceled within a few hours and the money refunded. They also refused to issue me a rain check for an item I have already paid for. He did offer me a 10 percent off coupon which I turned down because I will not be back to shop in TRU again. I asked to speak to a higher up and after being on hold for 5 min. I was told there were none available and he could not give me a corp. contact number that I needed to look online and find one. You know the guy that answered the phone has a higher up some where that I could have spoken with. Then the guy tells me that he will be ending the call and hangs up. Since they had such "great" customer service for me I will be shopping elsewhere from now on. | |
| Unusual interview at Babies R Us | 11/7/11 |
| I had an interview at the Babies R Us in Modesto, CA. I am a responsible, respectable mother. I am 45 years old. My interview consisted of a group of young people and another woman my age. We did not talk at all in my interview. They came in dropped a package of Legos on a table and ask all of us to make something. Most of the people made a house or tried to make a castle. When we were done we set what we made on a table then leave. That was it that was the entire interview! No questions or conversations at all! I was told "I was not what they were looking for". I asked if they could tell me why. I was told nothing else. I believe that the reason they held this infantile enterview was so that Babies R Us either wanted to eleminate either the older applicants or the races they did not want to hire! I will NEVER shop at Toys R Us or Babies R Us ever again! If you are reading this please spread the word about how this company is openly discrimating to fill their stores with only young, thin and white employees!!! | |
| Jorge Perez | 10/30/11 |
| I actually applied for a job here thinking it was going to be no problem. Well let me tell you what happened. I showed up with slacks, a dress shirt, and tie. I had previous retail and cashier experience. I tried my best at the group interview; talking more than the other candidates. even dressing in more appropriate clothes for an interview. All i got was "sorry we don't think its the right fit at this time" So the people that didn't do as well as I or won't appreciate the job more than me were gonna get it. For some reason the majority of the people working there are teenage girls. This was store# 5653 | |
| sharon jacquet | 10/31/11 |
| HOW THESE PEOPLE STAY IN BUSINESS IS BEYOND ME. THE STORE ON BAY AREA IN FRIENDSWOOD TEXAS IS THE WORSE. HAD TO WAIT AN HOUR FOR THEM TO FIND AN ORDER THAT I HAD ORDERED ON LINE. THEN IT WASN'T ALL THERE AND WENT TO GET THE MISSING ITEM AND BROUGHT IT BACK ALL OPENED TOLD ME TO TAKE IT OR LEAVE IT, IT WAS THE LAST ONE. THIS WAS A GIFT FOR A 3 YR OLD. THE MANAGER OF THE STORE HAD GONE HOME, CAUSE HE HAD BEEN THERE ALL DAY,(I HAD WORKED ALL DAY MYSELF,WAS AT THE STORE AT 5:50PM.)ISN'T THAT TOO BAD HE HAD TO WORK ALL DAY..HE IS THE MANAGER AND THIS IS THE START OF THE HOLIDAY SEASON. THE PASADENA AND THE STORE ON OST IN HOUSTON ARE THE BEST BY FAR. THE PEOPLE THAT WORK THERE ARE AT LEAST NICE TO THEIR CUSTOMERS. I DO BELIEVE I AM DONE SHOPPING AT TOYS R US...... | |
| Jo G | 10/10/11 |
| Mayfield Heights store in Ohio, please do not shop there. Very poor customer relations. I was told to call corporate headquarters myself because they would not honor the store ad from the local weekend paper The Graco Nautilus 3-in-1 Booster Car Seat (Galaxy) featured in the Store Ad is not available and never was according to the stock person I spoke to. This clearly smacks of the old bait and switch scheme. The same car seat with the exact features with the name (Breakers) was available for $179.99. I did call corporate headquarters. I was on hold for ten minutes and then told there was nothing they could do. No other reason given for the ad. Sorry for the inconvenience. To bad for them, two grandchildren to buy for but not there store. I went to Target down the street and bought the same product plus many other items. I will not shop at Babies R Us ever again. | |
| e belcas | 10/10/11 |
| Two Christmas' past I attempted to purchase an item listed "on sale" at the Veterans location in Metairie, LA. This was after the "black friday" sale; a weekday sale before Christmas. I was at the store 10 minutes after it opened and the store was not full of customers. Of course there were none- a clerk told me the store had not recd any at this location-and this was typical -just a way to get customers in the store. The Manager was rude, declined to offer a rain check and told me she would not speak with me after I told her it was a form of false advertising. I left the store with a cart full of toys I refused to purchase. I took my business elsewhere. A few weeks ago- I decided to try Toys R Us again. I found the item- a pricy Razor Dirt Bike. The display was not marked with a price and one clerk attempted to find it to no avail. A clerk at Customer Service told me the Baton Rouge store had it-but she did not have the number for that store and could not contact them to confirm. I called that store and after about 8 min. on hold was hung up on. I tried to call back- it was busy for 1/2 hour. Guess customer service has not changed. | |
| Sophie Gustafson | 9/30/11 |
I find that a corporate that tries so hard to appear to the public that they a company with big heart,thoughtful towards the customers. Can be so cold,mean sprited,double standard,thoughless people!!! ,towards it's part time,full time with no titles .Yes they are and will be hiring seasonal help,but not with cutting all part time and full time(not including supervisors,department heads)hours!!!!!!!!!!!!!!!!!!. How is that fair,not everyone can be lucky enough to have a title by their names,so instead we can give these hours to gaurantee that supervisors,department heads continue to have 37&half hours a week So when the public is so busy putting down Wal-mart and it poor work practices please beware that Toys r Us also is full of bad behavior to it's no title full time and part time workers. | |
| debbi lundgren | 9/30/11 |
I have called on too many occasions to corporate office and inquiring into why there is no power wheelchairs. Each time the story remains the same they are taking this under consideration. Well excuse me there are many many people with physical handicaps and just as many elderly people along with their age they have problems with walking regards the distance. I find this company lack of respect for handicap people and the elderly just not acceptble.You have instructed every store to have private space so nursing mothers can feed their babies,but frankly you don't care about people who are elderly&handicap.Or people who have handicap restrictions. They can shop at another store it's clear that you don't want their business otherwise you would do the right thing by providing all your stores with power wheelchairs. SHAME on the company. s | |
| Lisa Callaway | 9/28/11 |
| Tyler Bohannon of Rome, GA Toys R Us completely ignored helping me and my child find the item we was looking for. He lingered off, seems like he either didn't care, or was detracted by something in his head. very dissapointed. | |
| Kristin | 9/26/11 |
| I recently placed an online order for in store pickup I used my R us dollars on this purchase. The next day I went to check my e-mail for my pickup confirmation to find out my order had been cancelled because the store was out of the item. Four days later I went into that same store and tried to use my coupon on a purchase and was told it had already been redeemed. Although I had never gotten my order because it was cancelled. The manger told me the can not override that in their system and to call the 800 #. After being transfered to 3 different departments and being hung up on I called back to speak with April who had the worst customer service skills in the world. Only to find out that the certificate will not be reissued and I just basically lose on my rewards. I have spent plenty of money to earn these rewards that now have been "used" when I never actually got any merchandise with them. I will never shop from toy r us or babies r us again. If I could return the thousands of dollars in merchandise that came from them for my newborn son I would. I will make sure anyone I know, knows what a nightmare this was and how bad Toys r Us' customer service really is. | |
| Renee, W | 9/24/11 |
| I went in to get a travel system and saw one I liked as a floor model so I inquired with the rep the status of the item (i.e. was it defective, returned, etc.) I was told it was simply the floor model and that was the reason for the mark down. Upon getting it home, I realized that the tag on the car seat was not a store/security tag but a hospital tag with personally identifiable information on it! I was horrified as I was misinformed into making the purchase thinking it was brand new. WHen I notified the store I was basically told it was my fault and should have inquired further and cannot return the item! Waiting on a response from corporate and heading out(somewhere else) to purchase a safe device for my child. | |
| C Kelly | 8/12/11 |
| I WILL NEVER SHOP HERE AGAIN!!!!! My son who had been saving his money all summer went to Toys R Us in Fayetteville,Ar. We ran out of the store frantically due to a sick child. My son left his treasure chest of money with $100 on the counter. We went back in and it was gone. The employees lied to us about the Manager being there, and when we said we called the police, the Manager magically appeared! He reviewd the " security cameras " and said the chest was never there!!! YES IT WAS!! They were very unhelpful, they lied to us about being able to review cameras, and about the Manager being there. When the police showed up, they just so happen could review the cameras and said that they dont see anything on the counter! BUT WE PURCHASED! We checked out! Someone in that store took a 7 yr old little boys hard earned money! You can be assured that we are investigating this with an ATTORNEY! Toys R Us is a FRAUD!!! I will not stop until this company has HEAVILY compensated my child for his loss at thier store!! HORRIBLE HORRIBLE PLACE! | |
| Tanya M | 9/18/11 |
| I wasted 2 days of my life that I will never get back due to the uninformed, rude, and uncaring ToysRUs Store #8374 in Fayetteville, North Carolina. The clerk in the electronics section on 9/17 informed me that a new DSI 3D in Light Pink would be coming out the next day. With that said and in addition to the DVD Player and movie purchased, I purchased 2 new games, ear plugs, and a carrying case for the new item on the spot. Since I am on crutches with a severe injury and was in the store in a wheelchair, I asked the clerk if I could leave the items I just paid cash for and send a friend to retrieve them the next morning as well as have them purchase the new DSI. She stated "no problem" and took my name and number. She stated she would place my items in the back and put my name on one of the new DSIs since they could not put them on the floor until the next morning (although she was nice, she was totally uninformed). When I sent my friend to pickup the previously purchased items and pay for the new DSI, he was given the wrong product (a DS XL instead). When he brought it home, I called the store. No one answered the phone after I called 3 times. I called BabiesRUS and asked for a manager for ToysRUs. Doreen came to the phone, inquired about my concern, and stated she would call me back. About 45 minutes later when she called, she requested additional information and let me know the only new product was the DS XL. After I gave her the requested info, she stated she would call me back. After an hour and a half, I called back (again, took forever to get someone on the line), and asked for Doreen stating "I had been waiting for her to call me back). She told Ashley, another manager, to tell me she was BUSY. Can you believe that.....thanks for letting me know where customers rank on your priority list. Ashley attempted to assist me. When it was all said and done, the electronics clerk was misinformed and therefore mislead and misinformed me about the product. I understand that mistakes sometimes happen but the extent that I went to to try to rectify this to make my daguther's 6th birthday a success was an absolute nightmare. Didn't help that we live 40 minutes from the store either. Such a waste of time with people that showed wholeheartedly they do not care. Although Ashley tried to makeup for the entire store's inefficiency (which is appreciated), it stills does not give me a warm and fuzzy about this location. Too bad it's the only one here. Doreen needs a refresher in her management duties and responsibilities or to be demoted. | |
| Cory | 8/16/11 |
| If I make a purchase with a Debit Card and try to return it, Toys R Us refuses to put the credit back onto your Debit Card. They give you cash instead. How ridiculous is that? | |
| Debbie Dykstra | 8/18/11 |
| I am suprised you guys are still in business with all the negitive ratings! Do you's do anything with all the response's you get???? I don't think so, my daughter is expecting her first child so we went off crib and dresser shopping first of all your store on Niagara Falls Blvd. was disgusting messy and dirty almost every piece of furniture we looked at looked like it had been chewed up. Its all about presention!!!! We went a little further down the road to another Babies R Us Niagara Falls Blvd and Sheridan Drive (NY)this one was quite a better nicer and cleaner. Our other problem is my daughter picked out a crib and dresser that was on the showroom floor ...Manger said it was the last one none anywhere offered her floor model...we said no thanks...we would like new...went home called another one of your stores in Blasdell NY the lady spoke to was quite helpful. We did go on line and could order this set ( crib & Dresser) ????? and pay almost $300.00 in shipping charges. We just wanted to pick up at the store. MY question to you is why have it in your stores if you really can not purchase it ?????? only if you buy it on line and pay high shipping cost. So bottom line the set she seen a USA Baby was more money but if we have to pay shipping to order only online...we will go to USA baby! I might add way better service and NO SHIPPING CHARGES. Well I'm sure no one with read this so it really doesn't matter I just got it off my chest....... | |
DH  | 8/28/11 |
| I got a very upsetting email from what was believed to be TRU this morning regarding a preorder that I made for the product being released on Tuesday, August 30, 2011. The email stated that my order was delayed and would not be available on the date promised. When I called the store they had no information on why this email was sent. I then called other stores that will be carrying this product and they too had no idea why it was sent. I then called TRU back and updated them on what I found out and drove to the store to show them the email I had gotten. As myself and the store clerk talked she went to the back and discovered the product in question was already in however it could not be sold until Tuesday. She then called her manager and it seems as though their database with PERSONAL information had been hacked into. My advice to anyone who gets this email is to bring it to the store, have them check on product in back and hope that it is in. TRU please take care of this ASAP. | |
| Jennifer McManus | 8/30/11 |
| If I could give a zero...I would have. I received a baby carrier (lillebaby everywear) as a gift that was ordered online from my registry...It did not come with the hood or the safety harness. I called the online department, was told a new carrier would be shipped out and at my door within 2 to 3 days...5 days later I called to inquire about it and was told that the gentleman I spoke with "forgot to hit the submit button". I was then told it would take 2-3 more days. I received it today, this time, it came with a clear plastic bag that contained the hood and the safety harness except the safety harness is not the same as the one in the owner's manual. The harness it came with is a two point, male and female buckle, not a 3 point, male, male, female buckle (one to go through the infant's legs and buckle to the rest of the harness that goes around the baby's waist. This harness is REQUIRED for ALL infants under 15 lbs. I am very disappointed with Babies r us online. The "senior supervisor", Bonnie, stated that all she could do for me was offer me 20% off on my next online purchase! My question to any customer: would you purchase online again if this was your only online interaction through Babies r us? I expressed to her that I would rather make a purchase at the store where I know what I am getting and could she give me a gift card...answer was no. Apparently Babies r us and Babies r us online are two different entities and they are not willing to work with the customer. I am amazed that I was told I can return the item to a store, but they cannot give me a gift card for the amount of time I've already invested in THEIR mistakes! Apparently the two entities DO work as one when it is convenient to the customer service representative. | |
| Lisa | 9/14/11 |
| I purchased a xbox in July because it was offered with a promotional $100 reward card. On the bottom of the card was a sticker with a number to call to activate card ; it could be used after 6 hours (which seems a long time). I left the sticker on since both my kids birthdays are in the fall then Christmas. I recently pulled off the sticker to notice there is a expiration date on the card...only had a few weeks to use it! Very bad judgment in my view for a ill marketing tool. I have spoke to the store manager, then someone at the corporate office. I was still told no exchange is possible and asked for a higher level. I was advised to send a letter which I am in the process of doing. $100 is enough for me to complain about and after reading other reviews I see Toys R Us HAS NO CUSTOMER SERVICE! Walmart is cheaper and will be getting my business. Really their loss-that $100 is a small price compared to what I will now be spending other places rather than toys r not us. | |
| Elizabeth Golden | 7/19/11 |
| In December of 2008, my parents purchased a Razor electric scooterat TRU for my son. He used it for a few months (considering this is Minnesota). In May of 2010, it broke. I went to my local Toys R Us store and purchased another one. When I was checking out, the cashier asked if I wanted the Buyer Protection Plan. I agreed since the scooter he had previously had broken. I purchased the new scooter for 229.00 plus the buyer protection plan of 29.99. Of course, 13 months later, the new scooter broke. It is unable to charge. We replaced the battery and the charger and it still is unchargeable. I recalled the Buyer Protection Plan that I had purchased and found my receipt and hauled the scooter back to the store. I was under the impression that if I had the Buyer Protection Plan and my receipt, I could return the scooter for a new one. I was instead told that I needed to contact an 800 number for help. I did just that. They told me they would email me a return UPS label and that if I sent back my receipt with a letter, I would receive a full refund. Well, I did just that and I have yet to receive a refund. It is now nearing the end of July, and my son has been without his scooter ALL summer. I am really disappointed in Toys R US. I have shopped there exclusively for my children for over 17 years and have spent thousandS of dollars in their stores. Sadly, this experience with their Buyer Protection Plan has left a bitter taste in my mouth. I regretfully will not be shopping in their stores any longer. If you purchase a Buyer Protection Plan, you shouldn't have to jump through hoops to get your item replaced. As it stands, I am STILL waiting for them to refund my purchase of the scooter. Hopefully, by the time the snow flies, I will have it! | |
| Sarah | 7/22/11 |
| Store # 5603 in Burbank, CA --Poor service not just from the sales rep. but the manager himself (Maner). I bought 2 Sleep n' Play wear from the Glendale Location and because your sales rep @ the glendale location scanned one of the sleep n' play twice and did not scan the other I the Customer was getting the 3rd degree. All the tags including the receipt which clearly still showed two charges of $14.00. The manger himself instead of aplogizing for the positive error made by babiesrus was giving me a hard time saying I would need to go back to that location!!!! Are you seriously kidding me!!! You are 1 company together you are not to put the blame on each other (I think they teach you that in school as well) Since I was getting very upset at his reaction he finally said he would do the return with a attitude & just to shut me up! Never going back to that location!!! Instead of trying to help the situation with no additional inconvience to the customer & no mention of a sorry "we made this mistake"...your manager wants me to understand how customers rip babiesrus off by returns--great customer service you the CORP. is training your staff to do!!! | |
| John S | 7/28/11 |
| I brought over $500.00 worth of gifts at Christmas and never received my rewards zone certificates. I was told because they expired even thought I didn't receive or used them they can't be replaced. I talked to a supervisor and he wasn't even willing to work with me just quoted corporate policy. Toys 'R' Us has the worst rewards program of any stores programs I belong to. I spend thousands of dollars a year on games and gifts because of this experience I now buy at Best Buy, WalMart or Target. Best Buy has one of the best reward zones programs and I'm a silver member. Toys 'R' Us could learn a great deal from Best Buy or Kohl's. Money is tight and very limited and from now on Toys 'R' Us will see very little of mine. | |
| Dominique Moreno | 7/29/11 |
| Im not a customer to toy r us nor do i want to be. My girlfriend works for the southside toys r us in Des Moines Iowa and has been harrassed by management lied to several times and has put in complaints through her HR and still no actions have been mad and im tired of the shit you guys in that office need to get your shit together as a company. Your allowing things to happen that shouldnt be allowed and that just goes to show you dont care about your buisness or your associates. Several of the associates at this southside toys r us in Des Moines iowa have complained about the same thing and no actions have been made. Wake up up corporate your buisness is going to shit because you have a management that doesnt give a rats ass. Im already in the line to taking legal actions because apparently toys r us doenst care so why should? | |
| Cindy | 7/1/11 |
| This is the SECOND time your company has burned me in your rewards Program!!! The first time was last year when my baby was born and spent 113 DAYS IN A NICU!!! Your Guest RELATIONS?! SAID IT WAS TOO LATE TO GET MY REWARDS PUT ON MY CARD (OVER $7,000 purchased that was NOT accounted for because ON-line purchases did not acredit to my rewards account for some reason)So they gave me a $10 gift card.?! Now a cashier apparently mixed up my card at the register (Location: Nxt to The Meadows Mall , Las Vegas NV--NOT MY NORMAL STORE) on April 4..Yeah ha,ha. Anyway since then I used apparently someone elses card--$72.34-APRIL then $591.38-in MAY AND 127.02- in JUNE . A TOTAL of $790.94. After explaning the situation, I got a call back with , Oh we'll just send you a new card??? WTF? Then when I stated I am not taking the HIT again, I get asked to start reading the receipts (HAVE TOP KEEP ALL-CHILD AND ME ARE BOTH DISABLED FOR LIFE). Then I get interrupted and told we'll send you a $10 gift card again. Do you make it a habit to violate "The AMERICANS WITH DISABILITIES ACT"? According to my calculations... @ .50 cents on the dollar you currently owe me ALOT IN JEFFREY DOLLARS..................................FOR BOTH--NOT $20. I have 2 boys One thatjust turned ONE and one who just turned 20!! Do you know how much money I have spent in your store since this ones birth--?--CLOSE TO $20,000. I was just going to go buy him an escalade power wheels vehicle agmost other items....NOT NOW... Get it resolved or I am suing... | |
| Saudia Baksh | 7/1/11 |
| I tried calling the valley stream toys r us and i was waiting for twenty minutes when someone answered me and then they told me to hold again. you need to pick up the phone faster. | |
| Ellie Weiner | 7/4/11 |
| I have shopped at the Minnetonka store for years. Right now it's undergoing a remodelling. Something changed last year. There was always a bubbly, smiling lady manager there. Now there is a little blonde lady, small and never smiling. She has red skin and isn't nice to her employees. I shopped there during the winter and the employees are different. I went into the store on the 494 yesterday, and all of the products are on the floor. It's dirty. I only saw one manager and he walked by the stuff all over the floor. Noone moves quickly. Noone wants to help anyone. I will never shop at Toys R Us again. I will find what I need at Target. | |
| Melissa Ronchi | 6/23/11 |
| I am trying to resolve a problem regarding the reprint of a receipt from a purchase made 15 months ago. The managers, Nick and Tracy, at the Scranton (Dickson City) PA store were VERY helpful! they were unable to resolve my issue, but they sure did try everything they could and then gave me to a corporate number to call to try further to solve my problem. I was able to get what I needed in that phone call. Thanks to everyone involved! | |
| Maria | 6/28/11 |
| I purchased a trampoline for my nephew for his birthday got a gift rec. then my brother had to go work out of town and forgot to go pick up I reminded him to go pick up we went about maybe a month later they would nt give us the trampoline or the money or even gift card so I paid 200.00 for a trampoline and never got it and so u guys stayed with my money called mangager in Yuma Arizona and said sorry nothing I can do.So dissapointed u guys can steal from people like that. | |
| Kim Collins | 6/16/11 |
I am a long time customer of Toys R-Us stores. Due to an experience at store (6380) I will NEVER AGAIN shop at any toys R us stores. Horrible customer skills and very poor judgment on how to treat people. Due to an experience at The Falls Church, VA store (6380) we will never shop at Babies R us. My friend is buying a home and found out that the house will not be ready for another two to three weeks. We asked store (6380)to help by given them another three weeks on the layaway due date. Reason their is NO PLACE to send the items YET!. The store manager Marvin said no and we will lose over $500.00, this is CRAZY that no one can help with this matter. I called customer services at 1800-toysrus and the home office at 973-617-3500 and talked to four people and still no one has helped us. I was told to give them my name and number and someone would call in 3-5 days. This is very very bad services. 6/16/2011. | |
| Me | 6/16/11 |
| Bad toys R us, services is back, this company does not care about the customer only money! DO NOT SHOP AT ANY TOYS R US STORES!! | |
| D. Hardy | 6/8/11 |
| I was scammed! I bought a gift card at Baby's R Us in Nov. When my son-in-law went to cash it a couple of weeks ago, he was told the card was already cashed. He was treated poorly and so was I. I'm in Washington state and it was supposedly cashed in CA. Toty's r us is dragging their feet getting this resolved and I'm tired of worthless apologies by your phone people...I want my gift card restored. It was either fraudulently cashed in CA, meaning your gift cards are compromised or this was done in-house. I WANT MY MONEY Your store managers are worthless! | |
| Regina | 6/8/11 |
| Brought babies r us wipes and one the packs of wipes have blood in it! This is crazy to find this in their product . I've been buying the diapers and wipes for 9 months from toys r us and now I'm scarier to even use the diapers I just brought 3 days ago because of this,,,,,,,,,, | |
| Frances | 5/24/11 |
| My name is Frances and I ordered a swing set for my daughter. When the swing arrived, there wasnt an anchor in the box. I contacted the company and was told that they will send a new swing set and just take the anchor out of that box and send it back. I asked them to just send an anchor but I was told that the warehouse doesn't have any. The second box came and there was no anchor in that one as well. I called the company back and notified them of what was happening and was told nothing could be done. i asked to upgrade my order and I did that, but i was charged twice for the new swing set. I canceled the order but the company didn't want to refund my funds. I had to call my bank to have the funds placed back in my account. When I spoke with the manager, he was extremely rude and tried to make excuses. I asked for his boss name and he hung up on me. I believe the manager name was Micheal. I'm currently deployed and I'm trying to do something nice for my daughter but this company has been horrible the entire way, I will not use this company and I hope no one else, especially any deployed troops because you will get the run around. | |
| MS | 6/2/11 |
| Wow, 8 pages of reviews; about 20 per page and about 99% were 1 star. I will take this as a warning and NOT shop at TRU. Customer service is the key to success and obviously it's not a priority here. My money is good anywhere so I will spend it at a store that appreciates my business. Thank you ppl. for taking the time to write your reviews. | |
| MS | 6/2/11 |
| BTW... the above comment was meant to be a 1 star, not 5. | |
| tracy jurgensen | 6/5/11 |
| I have been contacting the holyoke mall babies r us store in Ma for 1 year now regarding the dresser changing pad they sold me (Especially for babies brand) which stuck to the cache dresser they also sold me and ruined. This set was to be used for my newborn up until his teenage years and now the changing pad you sold me which is defected has stuck and ruined the dresser. I have read other reviews of people who have also had the same problem. I also contacted the Cache company and they said YOUR CORPORATION is aware since they have had other complaints. This dresser is part of a set which I paid well over 1500$. I have called, written and complained for 1 year now and all I get is "we are looking into it and we will get back to you" This is unexceptable service. Please contact me 413-433-6488. I will be filing a dispute with my credit card company shortly. If that doesn't work I will be looking into a class action. | |
| thomas | 5/24/11 |
| i'm having a newborn and have resently been purchusing a lot of things at babys r us in braintree ma , and in attleborro ma,.i have spent at least 2500.00 between the 2 stores in the last 2-3 months .i just bought 2 items at the attleboro store (store # 6388) equaling 600.00. the items needed to be ordered . now i am heading that way so i figured i would call the store to see if myalready payed for items have arrived. i have been calling the store for hours multiple times and no one answers 5-24-11.i called the braintree store they answer no problem??? also i purchused a crib and changing table but i had to pick up the changing table twice because they gave me the wrong color.i dont really live real close to these srores.i'm disappointed , u would think after spending this much money at a company i could get some kind of customer service . so think about that before shopping at these stores. are we customers or are we just dumb consumers?? my email: truthk424@yahoo.com | |
| Sharon Kraemer | 5/27/11 |
| The Toys R Us store located in Fresno, Ca. needs a major cleaning!!!!! The outside of the store is littered with trash, fallen leaves, empty Pepsi cans, turned over shopping carts, unbelieveable! It truely was so disgusting, Do you not have a Manager that looks at the front of the store?????? I will not Ever be back to your store. Target has a great selection of Toys and the store is spottless, you need to take some lessons from Retailers that care about their customers and their shopping experience! | |
| Vickie. Brown | 5/27/11 |
| I WENT TO RETURN MY GRANDSON. CLOTHES. BACK NOT WORN WITH. PRICE TAGS TOLD ME GET. 50 FOR THEM PAYING. FIVE DOLLARS. TIMES FOUR CUSTOMER. SETVICE RUDE LADY WITH LONG HAIT OLDER. THAT WORKS THETE IF RETN YOU WILL SHOW. DRIVETS LNSE. EVERY. TIME return What happened. To custowmer. Sp w with plan call company lanervice. No question. Ask return. It bought. Baby r us Kingston. PIKE KNOXVILLE. TN NO HAPPY SHOULDN'T. HAVE TO GET HASSLE PAYED. WARRENTY PLAN ON GATE | |
| j danels | 5/28/11 |
| This was the worst service I have ever received from this company. I am highly upset. Both my sister and I ordered a baby bag online and the product was available for pickup at the stores. I placed our orders online and waited at home thinking my order was being processed. When I called and spoke to the manager, he advised me that corporate should have cancelled my order because that store only received five bags and they went quick. Am very upset because if that were the case my pregnant and I would have WENT TO THE STORE instead of ordering online.... which we now see that it means NOTHING! Because if another customer comes into the store the item you clearly purchased can be taken away from you and given to them. Your website is not reliable and has a teacher, mother of 4 and member of toyrus/babysrus...I will never shop online or in your store again! Thank you Very disappointed customer Jessica Daniels | |
| Gabriel | 5/21/11 |
| Date: 5/20/2011 Location: Bronx Mall, 150th Street Manager name: Latesha Situation: Refused to give refund I'm a reserved person, but today Toy R Us made me spit my gut. My girl friend bought a $500 baby crib on lay-a-way before she went in labor. I went and picked up the crib and paid a private deliveryman $50 to deliver the crib to my house. I drove with the driver and made sure the crib was handled with care. When I opened the crib at home, one of the wooden pieces was broken. I immediately called Toy R US and notified the manager of the damages. The manager told me to take the crib back to the store with all the receipts in order to get a refund. I paid another $50 to transport the crib back to the store. When Latesha learned that I needed a refund, she purposely took 20 min to meet me. She stood behind the counter and asked me “What is the problem”, when she should have came to me to see the damages that caused me to return the crib. Anyway, I explained the situation and told her that I needed a refund of the purchase price. She said sale on baby crib is final and she doesn't know who told me to bring those things back to the store. She made a phone call to her boss, I guess he told her to give my money back. She told the cashier to give my money back, but from what I noticed, the cashier did not have enough money in her register to pay me. Instead, the manager told her to put my refund on a gift card. Are you kidding? She wanted to buy me a gift card with my refund. Since when do customers get refund on gift cards? Even if I’m not a lawyer, I studied business law in grad school and I’m also a manager at my job. I know the refund policy. When a customer pays with cash, s/he gets cash refund. I told her that my contract does not say a refund will be on a gift card. I refused to accept the gift card offer. Latesha got upset and went back to her office with all my paper works. She came back few minutes later and gave my cash refund. While should it takes 40 minutes to get a refund at Toys R US? Maybe if I did not know my rights she would have let me used a broken crib for my baby or let me take a $500 gift card as a form of refund. Toy R US needs to hire educated managers to run their stores or retrain some of the incumbents. The company has the advantage to maintain a long term relationship with their customers. Most of their customers are kids who will grow up with the company. There is no way that an ill-treated parent will consider Toy R US as a shopping spot for their kids. Please treat customers with respect! Gabriel, Gabpaye@gmail.com | |
| mercedes v estimada | 5/18/11 |
| Good morning sir/ madam, I am supplier of baby dresses from infant to 8 years old of age,child christining,smocking ,knitting i used cotton and DMC thread for embroidered my office based in 110 TUNISIA-ALICANTE st,AVIDA RESIDENCES STA CATALINA PHASE 1 SALAWAG DASMARINAS CAVITE,PHILIPPINES, My shop is located in HIMAMAYLAN CITY NEGROS OCCIDENTAL PHILIPPINES PO BOX 6108 I am interested to make business with your company if you can send me your email so that i can send the pictures of my products. Looking forward for your respond soon; Resfectfully, Ms MERCEDES V.ESTIMADA OWNER/MANAGER COMPANY NAME BAMBINI d J we can produce 750-1500 pieces in a week under quality control | |
| Michelle P. | 5/18/11 |
| A few years ago I was talked into signing up for the Rewards R Us card and guaranteed that I would get rewards $$, coupons, etc. After purchasing almost $2000 in baby furniture I inquired why I never received any "rewards". No one could give me an answer. Over the next few years I continued to buy at your store, always scanning my card, still nothing!! I was finally told that I had to register online as well as in the store. I was NEVER told this! Finally this past Christmas, you had a promotion where customers would earn back 10% of their holiday spending. I made sure that I signed up online and then spent about $400. I asked 3 different employees at the store including a manager if I could use the rewards this spring/summer when my kids had their birthdays. I was ASSURED that YES I could. I went online to try to retrieve the "rewards" and there was nothing there. I called customer service and was told that they "expired over 4 months ago!!" The phone call was made on 5/11/11. I shopped in December and only had until before 1/11 to redeem the rewards? This is ludicrous! Someone needs to take responsibility for the incompetence of your store employees. After losing out on the rewards the first time when I got incorrect information, I made sure I covered all my bases and got info from THREE different people about policies. I expect to be compensated for your error! Also, the customer service in your stores and on the phone is poor at best. I will be contacting the BBB if I do not get a response in a timely manner. My e-mail is mich0417@msn.com. | |
| Holly Maze | 5/14/11 |
| Your Return policy stinks... I bought 6 video games for Easter at the special of buy one get one 1/2 off. All of them were 59.99 games. One that I bought was not the baseball game my son wanted. Mind you I had the receipts and everything. When he went to EXCHANGE it. He was told he would have to 31.99 for the one he wanted, because it happened to be the one that rang up at the half off price. STUPID. It was a fair exchange for a game of the same value...but because it happened to be the one that rang up at 50% he couldn't get the other game at that price. NOW toys r us wouldn't loose money because the game still had the same value to them on the shelf. If I was asking for a cash refund I agree, I get the the price I paid. BUT exchanging it with the receipt..HOGWASH !!!! I said to the manager..so in theory what you are saying if I would bring this game in and for some reason I didn't like the look of the cover and wanted one with brighter colors...the exact same game, I'd have to pay 31.99 for it ? He stumbled around and said..well Yeah I guess. Ok Toys R us. What's wrong with this picture ????? You're forcing people to do dishonest things like taking it back to Walmart instead. At least I could of gotten store credit in the correct amount and then purchased the game I wanted. I know I'm one person and don't make a huge dent in your revenue. But I will tell everyone I know about my experience and to not shop at the Parkersburg WV toys r us. Horrible, Horrible Horrible. | |
| Holly Maze | 5/14/11 |
| sorry...they also put the 5 star rating up as the standard...it was meant to be a one. | |
| Niika | 5/8/11 |
| Today I received the worste service every from the employes at toys r us time square 42 street. The memebers of the team who worked at the wheel was so rude and disrespectful. They had the worst attitude I have ever seen from the time I have been going to the store, I cant believe the mangers that worked with the team as well was disrespectful as well as it's staff. I think if the can't handle working with people they should work in a different department or find another job, all that confusion was uncalled for they could have dne better and work with the problem. | |
| Rebecca Yeomans | 5/10/11 |
| I just spent over an hour applying for a sales position at Toys R Us. Completed a 58 question survey and submitted my application to turn around and get an automated email no less than a minute later saying I didn't qualify. THAT'S NOT EVEN ENOUGH TIME FOR A PERSON TO REVIEW MY APPLICATION! You just wasted my time! Why do you have people take these surveys in the application process when you're not even reviewing them. RUDE! | |
| | 4/29/11 |
| I have never received such poor customer service from a store. I spend thousands of dollars and was treated as if I were making purchases at a flea market. Based on my horrible experience I will never make another purchase. Now I see the big difference between BuyBuyBaby and Babies R Us. | |
| Susan W. | 4/29/11 |
| I purchased a $300 bounce house for my children for Easter. We opened the box and blew up the house, only to discover it had a hole in it. Now, keep in mind the house has NEVER BEEN USED. I returned it to the store only to find out that once the "seal on the box is opened you need to return it to the manufacturer". How can you let your customers purchase a product that they can not return to your store. It is not like I was returning it for a refund...I wanted an exchange. I understand things can have defects, but how can you let a customer spend $300 on a product only to tell them "it is not your problem or concern once the box is opened". I am extremely disappointed in how this is handled. Quick suggestion--do not sell something you can not be responsible for. Let the consumers purchase it directly from the manufacturer. | |
| Kimberly Hewlett | 5/2/11 |
| What a joke! I went into your store in St. Peters Missouri to buy Christmas gifts for my children. At the time I was told I would receive a gift card for 10% of my total purchase which was well over $200. I never received the gift card, called the rewards program today and was told they were emailed in January which I never received and that they are now expired! I was also told the only way to rectify the situation would be to send a letter to the corporate office. I will tell you Toy R Us has forever lost my business and I will make sure I let everyone I know about the problem and the terrible customer service. | |
| Will be shopping at Target (ATL, GA) | 5/2/11 |
| Today's ad shows a $50 gift card with ANY XBOX system purchase and a $19.99 Xbox live subscription with ANY Xbox system purchase. I went in to purchase a 4GB system but the ANY on the sign was blacked out and must buy $299 Kinect bundle was written in black marker. I called the customer service number and was told while she saw the ad and it did say ANY that the bundle had to be purchased. I went on to tell her as a 30 + years customer who spends thousands of dollars per year in TRU, that I was very disappointed in the service that I had been receiving since this past Christmas holiday. I advised her of some of my issues and that I also had not received my rewards back from my Christmas shopping and had finally just given up after numerous follow ups in the store. I advised her that I had just inquired in the store a few days ago regarding the rewards and was told by a cashier that there was a problem with the promotion and to call customer service because they were reissuing the rewards. The customer service rep said there was nothing she could do about the rewards. She even went on to lecture me and state that it's my responsibility to check my account and call before 4 months have gone by. I advised her that I had been checking and was told on more than one occasion that they would be sent to my email address and to be patient because it takes a while. She said there was nothing that would be done regarding the rewards but that she would send my concern regarding the add to corporate for follow up. I went on line to the reward program and checked the frequently asked questions which stated that it takes 8-12 weeks for rewards to be issued, which is in keeping with what the store told me about it could take a few months before the rewards are received. I called the customer service number back and explained to the new person that while the original young lady may not have meant any harm that I didn't appreciate the lecture that I received from her regarding my rewards and that even the site stated it could take 8-12 weeks. The second young lady agreed to have corporate give me a call. I received a call from cooperate and was basically told that they don't reissue expired rewards. How can something by reissued if I NEVER received them in the first place ? He also went on to state that they were only redeemable during a certain period and that period had expired. I advised him that I had spent well over $1000 on video games alone during the Christmas season and felt that TRU did not keep up with their end of the bargin. I advised him that I was only purchasing a 2nd XBOX from them anyway because I was stuck with 2 merchandise credits because of return errors made by my local store during the holidays. (I had purchased some items that my daughter didn't want so I took them back and purchased items for my god sons. The cashier didn't refund me the money but did an "exchange" eventhough I had my original receipt. I didn't notice it at the time because I was purchasing other items. It wasn't until the next day when I was told by their parents that the grandfather had purchased them the same things that I tried to take them back. I was told that I couldn't get my money back because the receipt said exchange on it. I even had the origianl receipt that showed where they were originally purchased on my debit card but I was made to take a store credit because they couldn't override the system.) He went to express that he understood why I was upset but that the rewards were issued months ago and that they stated they had to be used during a certain period. While if I never received the rewards, how would I know that they expired during this specified period. He stated they would not "reissue" expired rewards and that it stated that on the website. I advised him that my original call was actually about the ad and he told me that he would look into it and have someone call me back. I advised him that wasn't necessary since I would be going into the store and using up the last of my "credits" and would NEVER purchase anything in Toys R Us again! After reading some of the complaints up here, even if I had received the rewards I probably wouldn't have been able to use them during their "specified" period....not in $5 use increments. What kinda frack-a-nackle bull is that ? I was led to believe at the time of purchase that I would be receiving a lump sum back not $5 off coupons. That's why I bought the games from them instead of Target, eventhough target had the same sales as TRU. From now on, I will purchase my items from Target and get the 5% rewards back to my Target card. TRU needs to remember in this economy they can't really afford to lose so called "valued" customers! | |
| Deweyevans | 4/25/11 |
| I my inventor I was Defraud by Davison and associates in Pittsburgh Pennsylvania Davison sent me a E mail and I sent 700 Davison sent Me a.list of what propositons they Have to offer percentage of cash or By the hour I took the ane flat rate and Paid $ 16,000 on the prototype And manths later Davison sent me A picture of the prototype and told me Day have a company name was Coastal pet products Inc and sent The same prototypc picture a fraud Day sent me more literature by mail I got suspicious i took a trip to Pittsburgh penn, me and my grandkids Walk in Davison associates in the man Was the person who defrauded me By e mail and by mail a by phone The man name was kurtis charlatan Called us in told me to wait here Be right back Dewey Evans and grankids waited in the lobby for About 30 min and then showed Me A prototypc that was not? The Same is in the picture it was totally Different Dewey Evans deweyevans30@yahoo.com Call 201 737 2797 | |
| Doreen kotz | 4/15/11 |
| I will start by saying I picked 1 star because there was no choice for 0 (zero) star which your corporation deserves!!!! I have been a very long time customer of your companies and have always been at least 50 prcnt satisfied but what I have just experienced is beyond disgusting!!! I will be calling your corporate offices on Monday and hope I get some satisfaction or I will be bringing my story as well as others to the media!!!! | |
| M. Holeman | 4/17/11 |
| To Whom It May Concern, That was a terrible advertising ploy to get families to your stores for your supposed "Easter Hunt." I arrived at exactly twelve o' clock on Saturday, April 16th with my four year old, and two year old for the Easter Hunt at the Pittsburgh, California store. We were handed two small brochures by a less than friendly salesperson telling us there are "no eggs, only stickers to collect. Also, please return the glasses at the end because we don't have enough for everyone." As we traveled through the store where there stood three cardboard cutouts with stickers that we had to pull off a piece of paper. By the time we got to the end, we arrived at a table that was covered with black butcher paper. On the table were a few pieces of colored chalk. The table had exactly four chairs around it. My son handed the complete "activity book" to the Toys R Us employee, and she quickly handed him a bag that contained a one dollar if coupon that was good for the next day, along with another coupon for a few dollars off Crayola products. I was flabbergasted that the salesperson had nothing to say to my four year old son. Not even a "good job, did you have fun? etc." My son handed me the bag, and then started screaming for toys. Your advertisement for the Easter Hunt was misleading, disappointing, and overall a dishonest marketing trick. When I posted my experience on the Toys R Us Facebook page, my post was immediately deleted by your company. I brought my kids to this event so that they could have a good time. This obviously did not happen. As a mom with a Master's degree in Education, your event was poorly thought out and WAS NOT the event you promoted. Megan Holeman Antioch, California meganholeman@aol.com Sent from my iPhone | |
| Rose | 4/18/11 |
| My daughter received a gift for her birthday that just past. However this toy was to young for her. So I wanted to return item. For something her age. My sister in law told me she purchased the item at Babies r us. Now keep in mind. She does not have kids. Everyone knows that when customers check out they ask for a phone number. Most people either give incorrect numbers or don't give any at all. Anyways....I tried to return the item. I was given such a hard time. The assistant manager (Liz) made us feel as though we stole this item. She first asked for a phone number to link the gift up with. So we did. Didn't come up. AGAIN.. people either give incorrect number or no number at ALL. Again my sister in law has no kids! Then she asked my husband for his ID. My husband gave it to her. She then turned around & stated unprofessional/rudely. I did you a favor and your ID can never be used here again. WTF is that suppose to mean? I have shopped there since my child was born. NEVER had a problem until now. Makes me want to shop other places for items. I feel that I or anyone else should not be treated like this. | |
| mr j tocco | 4/18/11 |
| my son who is 5 years old got a mario wii game 30.00 was the gift receipt plus the person took out a ins for the game my son got 2 of them i brought it back to bartow ave store in the bronx the guy gave me such a hard time that he would not take the game back, uu guys are becoming a bunch of racist i never been so embarrassed in all my life,there were 6 people on line and made such a stink that a should have thrown the game in his face. if a brother walk in he wouldnt ask for foto i,d a drivers lic etc. there were 4 people ahead of me and didnt ask them for nothingstick the game and the 30.00 up ur ass ur company are just to racists for me | |
| Anonymous | 4/20/11 |
| To all of you giving low ratings, you have obviously never worked (long enough) in retail. I am a former employee of Toys R Us. The "no receipt, no return" policy is excellent, in my eyes. If you can't show a receipt, how is the store supposed to know that you purchased it from Toys R Us? What? Are we supposed to take your word for it? Assume everyone is honest and trustworthy? And I'm not sure about now, but the 90 day return policy that was in place while I worked there is also exceptional. If you can't return something in 3 months, then that's too bad. That's plenty of time to return an item. And before you start going on about "early gifts" for Christmas and birthdays, that's the gift buyers fault. Return policy is on the back of every receipt. I personally LOVED working at Toys R Us. And I STILL love shopping there. :) | |
| G Sanderson | 4/7/11 |
| I purchased a Avigo bike for my grandson for Christmas, the bike never did function properly. I call Toys R US today and spoke with a sales associate, I explained about the bike and told her that I did not have a receipt but I wanted to exchange the bike for a different bike, she told me to hold on and she would look in the computer to see if they had more of them in the store, she returned and said yes bring it in and we can exchange it. The store is 20 miles from me, but I put the bike in my car and took it to the store. The Manager Bobette, looked at the bike and I explained to her my situation, she did not ask for a receipt at that point, she told me to look for a bike similar to the one that I had with me. After finding a bike I returned to her, she asked for the receipt, I told her I do not have one, she look through the computer and did not find my purchase. I asked why did they have me drive 20 miles for nothing and could not exchange it. I called the Corp Office and explained the situation to David (Customer Service Rep), he hung up on me after I told him about the problem, and that he was not listening or giving me good customer service. I only wanted to file the complaint with him. I called back and Wyatt entered the information and gave me a Ref#. I am a very unhappy customer and will not purchase anything else from this store. | |
| Sam | 4/7/11 |
| Well, I am not alone - bad experience with babies R Us. Ordered from the registry an out of stock item (how can this be?) and it was not delivered. Trying to cancel failed as the customer service personal were using delay tactics. They are smart in that they do not charge your card - so there is not much you can do .... | |
| Cynthia Brown | 4/7/11 |
| On Tuesday April 4th 2011 I visited your Lewisville Texas Toys R US store looking for a Step 2 buggy that was advertised in your weekly flyer. The item that was advertised was on sale for $29.99 it had a red buggy for boys and a pink buggy for girls. After searching the store for 30 minutes I finally found and associate to ask if they had any of the pink buggys in the back since there was none on the shelves in the store. He went back to check and stated that he needed the item number off the add to check your inventory. The associate stated that he showed there was one of them left in your store but could not fnd it. The associate went to a registered to do further research and told me that they had not had that item in the store since 2009. I was very disappointed to know that your company will advertise items that you do not have and then do not even give the customer the courtsey to say "Upon Availabilty" in your ads!!! When I brought this concern to your store manager she stated "that is the best that I can do" when I told her that I would be contacting the cooperate office that is when she decided to give me 20% off of the item another item that was $30.00's more. As a consumer who frequents Toys R US very often I have decided that if you are going to take advantage of your customers to get them to visit your stores that is not the type of businesses I want to do business with. I strongly suggest that you reconsider how you advertise your merchandise to me this is FRAUD!!! | |
| Angry and Fustrated | 3/27/11 |
| I was having a conversation with my good friend and she was telling me that a friend of hers would go to babies with multiple manufacturers coupons for pampers huggies ect.and they would take all of them. She said one time her friend got a 41.99 box of diapers for 6 dollars and change. We were like wow and did not belive it. Sure enough my friend went to babies r us with multiple manufacturers coupons the manager came over turned her key and took all the coupons. I went today to the location in Toms River, New Jersey and I had multiple manufacturers coupons as well. I even asked the cashier if they accepted multiple coupons and she said yes. Then she didn't like how many I had and called over a woman. I have no idea if she was a manager or not and they wouldn't take them. I want to know why they do not treat all their customers the same. They should either take only one coupon for every customer or all coupons for every customer. They should not pick and choose who they will take multiple coupons for. Both girls stated above, my friend and my friends friend went to the same location as I did. I just left my purchase on the register and explained that I would take my business else where. I hope babies r us are happy they lost a customer over coupons. I will be sure to share my story with my family and friends and I hope that they will no longer shop there as well. | |
| Patricia Nereim | 3/18/11 |
| I am very disappointed with the extended warranty I bought for a net book. When I called the customer service, the in store specialist hung up on me. Never, ever buy any eletronic equipment from the store. In fact, I would not buy anything from this store. | |
| Richard Compton | 3/22/11 |
| I have issue with the store in Wilkes-Barre Pa, Before christmas my wife and I purchased a Viago jeep for my grandson. When we went there the one we wanted they did not have but the display was there. They gave us the display model. The unit would not charge so I did what the book had told me to do and emailed the manufactuer and was told that I needed to go to Radio Shack to get the battery and chager tested. I did that and both seemed to be working correctly. I went back and forth with them until we came up with they gave us the wrong charger and there is nothing they can do I need to back to Toys r us. We go back to them and get a run around. A first there is nothing they can do for us. Then they will look so we go in. The man we talked to orginally will not be in so we needed to drop off the items and call. We call the next day like asked and were told they found the charger come in and get it. When my wife gets there they say oh on it is the wrong one and this battery is all coraded and we will need to call the manufactuer and buy a new battery and chagrer. For a battery and charger it is 85.00 plus shipping, Moral of the story it cost nerly 300.00 to buy a POS from Toyrus that my grandson rode one day. You have lost myself and my family as a customer. | |
| Jeff F | 3/24/11 |
| Wow. This place has really gone downhill, can't get anywhere with these people on returns. Very unfair return policies and the customer service is horrible and Rude. I received rude behavior from the store and from customer service. I won't go to this place anymore. | |
| sue from connecticut | 3/24/11 |
| I recently went to my local toys r us to purchase a full size glider and ottoman unfortunately they had none in stock so i agreed to order one and wait for it to come in after giving them all my information and my telephone number i was told i could not complete my purchase without an email address to track the item (i choose not to have an email address or cell phone) WHY DO I NEED TO TRACK WHERE MY OTTOMAN IS??? i gave them my phone number that should have been more than sufficient | |
| shone | 3/14/11 |
| After receiving a gift off my baby registry, babies r us stopped carrying the item. They will not let me return the item because they no longer carry it! How is that the customers fault AND How is that a way to treat customers who spend hundreds of dollars in your store every month! There is a a Wal-Mart and a Target right across the street. I will be going ther from now on! | |
| | 3/14/11 |
| My coupon expired two weeks ago as I waited the birth of a cousin's baby. I contacted customer service and I was told to go to a 'local' Toys 'R Us store as they frequently offer coupons. Hmmm...the closest store is 2 1/2 hours away and in these days of rising gas prices, unemployment, economic failure, I should take a long drive which would cost more than the value of the coupon? You wonder why corporate America is failing, take a look at the customer service and failure by the corporate office to actually care. | |
| Gary H | 3/14/11 |
| I am once again a disappointmed customer at Toys R Us. Today on the internet I found a store that had a Princess bike in stock that was on sale and I went to the store to purchase it. I pulled a ticket, which had the wrong price, and went to the register. I asked the cashier if a bike was considered a toy because I had a coupon and a snotty answer came from a manager two registers down "No". As I started to pay for my purchase the cashier told me there were no bikes left in boxes. She actually asked me to walk back to the bike area and check to see if there were additional tickets. Why should I walk back there to check the tickets and what's the point if there's none available. She told me that there were three bikes that were assembled but I would have to pay an additional $10 to purchase these. I told her that the internet said there were some available and I'm not paying the assembly cost. Does Toys R Us teach customer service? No way and I'm done shopping there. | |
| Joni Munch | 3/15/11 |
| The problem started in Dec. with a newspaper ad wihich was unattainable(or a come-on ad,as they are know)A 30% discount was offered on a trampoline(online only)When you tried to order this item online,it said "cannot be ordered online"After many calls,the customer service rep said they are all out of this itme(of course,they took so long)Now they offered 30% off my next single purchase and called the store to honor the discount.I called back to report,I did not use the discount and wished to save the offer.My Dad's 80th birthday came this week,I wanted to buy him a wii.I called cutomer service again but I was told that it was impossible to set this up with the store(funny,we did it in Dec).Anyway,he offered the discount and to overnight the toy at no charge(as I told him my Dad was only here for 2 days.Perfect solution,he guarenteed delivery the next day. I was still waiting by the second day and my Dad was leaving by noon.I called and was told"IT WAS NOT EVEN SENT OUT YET!!"I don't know why you were told that,the new rep told me,it takes 2 days to send and order.I don't know why I was lied to either!!So NOW it's possible to call the store but I MUST BUY IT AGAIN!!IF they can't cancell my delivery(it wasn't sent out yet)I can return it. I will never deal with Toys R Us again!!They used to be so trust worthy and children oriented!It's time for a new toy store with kids as their priority and customer service as there policy!! | |
| debbi lundgren | 3/12/11 |
| ate in Rockfrd,Il is new building,much bigger than it's old location. So my problem is many many calls to corporate to inquire why there is no power wheelchairs. They certainly can afford it. What is the sense of having handicap parking spaces,bathroom stalls. But if you expect this to provide any wheelchairs you better donate one to the store!! Corporate keeps saying they will look into to matter and it's been a long long look because it's now 3years. So if you have health issues that require you to use a wheelchair. Better shop at another store or bring your owm,cause this store and company isn't going provide them for paying customers. FYI same people who are owners of Toys also own Target,Staples,LA Lakers so you know it's not because they can't afford the power wheelchairs!!! | |
| linda | 3/13/11 |
| The Toys R Us store ib Rockford,Il has got to employee the laziest management tht I have ever encountered(that is if they were ever working on weekend evenings). Last night for the last time for me,we were in there shopping and returning a game.there was question that either manager or even asst. manager could resolved if one was there was one working. The woman who tried to help did her best but now I the paying customer have to be inconvienced again and go back to this store in hopes ofrsolving this matter. Don't these people working Saturday nights,we counted 1 cashier(toys side)1 service desk,2people on floor 1person at video,1 supervisor(very nice)but I rather not have to go back there .So explain how other retail stores always have either a manager or asst. managers but yours management team doesn't work weekend evenings? | |
| random | 3/3/11 |
| toys r us is horribal!!!!!!!!! they mistreat customers and are REALLY SLOW | |
| angelique cully | 2/26/11 |
| THIS COMPANY IS A FRIGGING JOKE, NEVER AGAIN WILL I STEP FOOT IN THRU THE DOORS OF TOYS R US AGAIN.. BOUGHT AN I POD TOUCH FOR MY DAUGHTER FOR CHRISTMAS WHICH THE GIRL GAVE ME THE WRONG MODEL I DID NOT REALIZE TILL MY DAUGHTER OPENED IT CHRISTMAS DAY,I WAS SUPPOSE TO BE THE GEN 4 64GB THAT WAS ON SALE FOR 299.99, BROUGHT IT BACK WITH THE RECEIPT AND NEEDLESS TO SAY THE MANAGER WAS RUDE AND STARTED AN ARGUMENT WITH ME AFTER ASKING IF THEY HAVE THE FLIERS OF WHAT WAS ON SALE THAT WK. AND THEY DO NOT KEEP RECORD OF THE SALE FLIER I WAS TOLD AFTER GOING BACK AND FORTH FOR AN HOUR I SETTLED FOR A LESSER ONE 32GB AND PURCHASED THE BUYERS PROTECTION PLAN THAT THE MANAGER INSISTED WAS GREAT THAT IF ANYTHING HAPPENED TO THE PRODUCT ALL I NEEDED TO DO WAS CALL THE # AND I WOULD GET THE SAME ONE WELL THERE BP PLAN IS A JOKE MY DAUGHTERS I POD BROKE SO I CALLED THE NUMBER AND THEY SENT ME VIA EMAIL A SHIPPING LABEL AND I SENT IT OUT UNAWARE OF HOW THEY RUN THINGS I THOUGHT I WOULD HAVE A NEW I POD SHIPPED TO ME, THEY ONLY REFUND YOU A GIFT CARD FOR THE AMOUNT YOU PD. THE FLIER STATES TOTALLY DIFFERENT,ON THE 17TH THEY RECEIVED IT AND HERE IT IS THE 26TH AND STILL HAVE NOTHING. I CALLED CORPORATE SEVERAL TIMES AND HAD TO LEAVE MESSAGE AFTER MESSAGE AND STILL NO RESULTS I AM REPORTING THEM TO THE BBB AND WILL NEVER DEAL WITH SUCH RUDE NASTY PEOPLE AGAIN.. THEY NEED TO LEARN HOW TO RUN A STORE AND HONOR WHAT THEY SAY INSTEAD OF FEEDING YOU A LINE OF BULL CRAP.. I WILL BE POSTING ON MY FACE BOOK AND GETTING AS MANY PEOPLE TO STOP SHOPPING TOYS R US AS WELL AS WHATEVER ELSE I HAVE TO DO | |
| Paul Sanderson | 2/21/11 |
| Can a company be as sorry to customers as you are? Never give this company your e mail address they will bombard you even when the store says they won't. There is no way to get rid of them. The store tried and they lied and said I would have to call myself and that got me a busy signal | |
| panagiotis tsigardas | 2/15/11 |
| To whom it may concern: I have been a loyal Toys R’ US consumer and signed up for your rewards program last year before the holiday season. I signed up for your program in 11/2009 and over the last year I spent about $2500.00 in your Newport News and Virginia Beach Stores. During the last holiday season, rewards were sent to me via USPS and I used those certificates. This holiday season has been a complete nightmare. I spent enough money to earn 43$ in Rewards and called 1-800-toysrus several times about getting my certificates. The promotional period ended on 12-24-2010 and I checked for certificates in the mail. I logged into the website and it said I earned 43$ but no rewards were ready to print. I spoke with a customer service rep and they told me I would be able to print these certificates at some point after the promotional period. I have 2 sons who have birthdays on 1/13 and 1/14 ( enrolled in your birthday club) and I checked back on the website on 1/12 and still no certificates. Finally I looked at the website on 2/7 and it said the certificates had expired. I called 1-800-toysrus and the rep told me that terms and services of rewards program had changed recently and that everyone was notified but when I asked her about notification for my email XXXXXX she had no response. I told her that most legit companies send out emails, phone calls (which you have my number as well), USPS mail notification, or even in store notification. None occurred. Finally, she told me I was out of luck that there was a grace period for all those upset about the new policies and I could write a letter to corporate and would not give me a way to email or call. After speaking with local TRU manager, he told me that he was unaware of changes and that several guests got certificates reprinted. After calling several more times to 1-800-toysrus I was able to get a 5$ of 25 purchase coupon ( which is a joke) and 50$ off 100 purchase ( I still have to spend 50 $ to earn 50). I am upset that nothing was done to notify me nor other customers of this change. The fact that you have a rewards program is one of the reasons I still shop there. You had a email, address, phone number and other ways to communicate the changes. I am sure that anyone who wants to pursue the matter of false advertising or breach of contract would easily win since you guys took the low road when it came to customer service. I got a coupon which still makes me upset since I have to spend more money. I hope that someone contacts me about the matter and offers a better solution or I will stop shopping at TRU and will instead shop at other stores. I have included my email addresses, number, and address to get this issue resolved and hope that you can solve the problem with one of your most loyal guests. I will file a case with the BBB if I do not hear back from you and will also use social networking sites to air my beef with TRU if I go ignored. Panagiotis Tsigaridas XXXXXXXXXXX Williamsburg va 23185 757-XXXXXXX | |
| Pattie Horning | 2/16/11 |
| Very disappointed in your policy. Bought a Wi on December 2010 and bought the protection plan... 2/14/11 Wi doesnt work, bring back to store, try to give me a lesser model with no compensation. Attitude of Poughkeepsie Store terrible.... Will never buy again. | |
| Anynomous | 2/19/11 |
| Terrible company that treats employees like dirt. I will never work for or step foot in one of these stores AGAIN. It's a shame as some of the people can be nice to work for but the overall company destroys any possibility of it being a humane and respectful work environment. | |
| Mike | 2/19/11 |
| I was in a store yesterday (Lafayette) and saw a manager ripping into an employee right up in the front of the store. The employee looked distressed an I couldn't help but notice how unprofessional it was. Nobody should be treated this way by management, especially in front of their customers who have children. Will not be visiting this store again. | |
| Chrissy Dannheim | 2/3/11 |
| On Black Friday each year my sisters, daughters, friends, and I all have a girls shopping trip to accomplish most of our holiday shopping. For the past eleven years we wake up in the middle of the night and head out to shop, with Toys R Us being our first stop as we have many, many young children in our family. This past Black Friday 2010 we stood in line for 2.5 hours waiting for the doors to open at Toys R Us---we purchased lots of toys as there were eight of us shopping, but mainly electronic promotions with the 32G Ipods where you receive a 50 dollar gift card when you purchase one. Anyway, I purchased two of the Ipods and, not being informed by the cashier that there was an expiration date, chose to save the cards to purchase my daughter's birthday gifts in February. Come Feb. 1st, with her birthday being on the 2nd, I went into Toys R Us, chose my items, and was told at the register that the cards expired on 1/31/11 and they could not honor them after one day expiration. (the reason I did not see the expiration is because a sticky note telling me their value that I placed on them had blocked view of the date. The cards look like regular gift cards so I had no clue there was an expiration). When I purchase promotions at Target and receive a gift card there is no expiration. When I purchase things at CVS and receive Extra Bucks they have a five to seven day grace period after expiration. I am so disappointed in Toys R Us. They still asked if I wanted the items---I told them I would take my business up to Target, no I did not want to spend my money at that store. Good business is formed through word of mouth, and bad business is also. I WILL NO LONGER BE SPENDING MY DOLLARS AT TOYS R US...AND AS FAR AS I KNOW, NEITHER WILL THE SEVEN PEOPLE WHO WERE WITH ME ON THAT DAY. This situation has also been pasted on Facebook and I am sure there will be others who feel the same way. Why should we support a business who has no compassion for the consumer? | |
| Alexandra | 1/29/11 |
| The customer service of this store both on a local and corporate level are horrible! I purchased an ipod touch for my 11 year old son 2 weeks before Christmas and when he opened it up the screen was cracked! After 3 weeks and 2 calls to corporate I was able to return the ipod to the store! The problem was that they had no ipods in stock and did not know when they would be getting anymore in but advised me to call every tuesday to inquire! A girl who workd in the store by the name of Leah told me that she would try to have one brought down from a Mass store. She was supposed to contact me the next day and never dod. I called on tuesdays for the next 2 weeks and then asked to speak with the manager whose name is Chris! He was shocked that I did not have the ipod yet and said he would drive to get one ASAP if he had to! He said he would have one in a few days! I called back 4 days later and he told me that I would have to wait another weeks to get it! Really????? with overnight shipping and a multi billion dollar company! Are you Kidding??? I called corporate once again and have to wait another 10 days for them to call me back! I called Chris at the store for the number to the regional manager of that store and he would not give it to me! Hopefully by next Christmas my son will get his present! I will never shop at toyrus again!!!!! | |
| Debra M. | 1/18/11 |
| I was on line waiting to be pay, when a little boy came up to the cashier asn asked if someone could hel[p him in finmding a toy the sales associate said go to thew second ilse that he would find it. I ased the sales associate if he can walk over and help the kid he said where are the parents i replied the parents aren't emplyed by t oys r'us you are. I said is there a sales associate on tyhe floor that can assist him he said OBVIOUSLY NOT IF YOU DON'T SEE ANYONE ON THE FLOO i SAID WHAT IS YOUR NMAE HE SAID ASK MY MANAGER. VERY VERY RUDE DOES NOT DESERVE TO WORK THERE HUIS NAME IS LEVIN AT TOYS R US NEXT TO MIAMI INTERNATIONAL MALL NI WILL NEVER BUY FROM THERE AGAIN | |
| joe c. delariva | 1/18/11 |
| i purshased a battery operated motor bike for my son for x-mas. i spent close to 500.00 dollors on it with ins. the bike is a piece of crap. it's not even worth the money. i took the bike back to get my money back. and they did not want to give me the money back i had my reicipt. instead they wanted to give me another bike. i told them there was nothing wrong with the bike. i just don't like the product it's cheap. and that i wanted my money back, as long as i had my ricept i don't see why they should'nt give you your money back. they do it everywhere else. | |
| Trina | 1/28/11 |
| Hi, I will never ever shop at Toys R Us again. I received a gift of a couch for my baby and it fell apart. Toys R Us has a 90 day return policy and because apart during that time they wouldn't stand behind their product. | |
| Katie | 1/26/11 |
| YOUR STORE IN STERLING, VA IS STILL OPEN. THERE IS 6 INCHES OF SNOW ON THE GROUND WITH THE HEAVEST TO START RIGHT AROUND NOW. THERE SHOULD BE NO EMPLOYEES THERE. THIS IS ABSOLUTELY ABSURD. THE MANAGER WILL NOT LET MY HUSBAND LEAVE. THERE IS NO NEED FOR 3 PEOPLE THERE, WHEN THERE ARE NO CUSTOMERS. IF ANYTHING HAPPENS TO HIM ON THE WAY HOME, I WILL HOLD TOYS R US LIABLE...AND BELIEVE ME I WILL WIN. | |
| Chris R | 1/12/11 |
| I ordered a rockin pony from ToysRUs onlinefor my son on Nov.26 for a Christmas present for my son. I called back on Dec.20 to see why I have not received the item I payed for nearly a month earlier. The online represntative sais "oh I'm sorry we lost your order". If you can't keep your customers more informed of where their paid for products are then you need to stop your online service until you can. I still have not recieved a full refund and it is now January 12th 2011 two months later. Its Ok to take our money for your products but you cant give us our money back in a timely manner. I will be contacting your corporate office. | |
| Misty | 1/14/11 |
| I purchased an orange Harley Davison bike for my 5-year-old son online because I live about 200 miles from the nearest Toys-R-Us store and he really wanted this particular orange bike. This was his Christmas present and we received it a few days before Christmas and the bike was damaged beyond repair. We thought of trying to fix it because we live so far away from the nearest store, but the wheels were both bent and the chain cover was also shattered. Our son was very disappointed when I had to tell him his new bike arrived ruined, so I drove the 200 miles to the nearest store in Aurora, Colorado a few weeks later to exchange it. I called ahead to make sure the bike was in stock and was told they had two of them. I was charged a $10 fee because the bike was assembled!! Both of the bikes they had in stock were assembled, so I was charged an assembly fee. Not only was I out for shipping on the damaged bike and the cost of gas to return the damaged bike to the store, but then I was charged another $10. Maybe I should have charged them $10 for assembling the damaged one with the bent tires!! The customer service was very poor and the store associate I dealt with was pretty clueless as well. She actually offered me a gift card for the price of the bike when another store associate brought the bike from the back of the store and sat it right in front of her!!! I have three children and won't be doing business with Toys-R-Us again and I'll also recommend that nobody else does, either!!! | |
| Xoi D. | 1/15/11 |
| Really, Corporate - it's just toys!! Unable to find the number to the new Rego Park store on your "store locator" months after it opened, I called your 800 number. Finally, after navigating your impersonal tangled web of phone prompts, I get customer service - only to be prompted to enter my home phone number - which by the way, is unlisted and how I want it to stay! I try again, hoping to be connected directly to a person, and voila -finally a human voice. To my dismay and total disappointment, I am asked for my first and last name AND home phone number! I'm sure had I not hung up the phone, they would have asked me for my home address and Social Security number! Hey, Geoffrey, can you please explain to your customers why you require so much personal information from them when they call to make a simple inquiry? I mean, ask yourself, should it take anyone fifteen minutes to find out if you have pipe cleaners in the store!! Sufficed to say, I'm heading over to Michael's Arts and Crafts store for my purchase. No hassles there! Take a page from Blockbuster's playbook - STEP ONE: Stop appreciating your customers STEP TWO: File for bankruptcy protection | |
| Victoria DC | 1/16/11 |
| Its official. i will never NEVER shop at babies r us again. they have the worst customer service. they rang up and gave me the wrong rocking chair and when i went to return it (i live a good 40 min away from this store) they told me the one i originally wanted was 500 more!!! after speaking to the manager he told me that i would get 40% off and i had him do the math so that i could get the correct amount of money from my mother. i get back. the manager is gone didn’t tell the covering assistant was going on so they had to call him and he told her that he never told me 40 that he told me 30!!! literally had to argue with the "customer service" woman her telling me that its not their fault that i got exactly what i paid for and shouldnt even get the discount.after 15 min of arguing and 30 min of waiting for them to come out of the associates area (my mother in law had to finally go back and knock on the door) another 20 min of arguing I asked for a refund expressed that I was never coming back again and asked to speak to the district manager and they gave me the 800 number telling me that i would be directed to him. called them told me that couldn’t be done but they can tell him to call me. it takes 5-7 days to call me back!!!!! called the store (i had left after that and took me over 10 min to finally talk to the assistant manager) and asked to know when the manager i had originally talked to was working next and was told they couldn’t give out his exact work schedule!! how the hell am i suppose to resolve this when they wont even tell me when he comes in next. finally got them to email the district manager to call me monday. i'm going to call corporate on monday. this is ridiculous. I spent over 1,000 dollars at their store and was planning on going back to get more, but not any more. this is the first grandchild of the family so my family is definitely going all out. but they are going to avoid this store like the plague i am literally putting on my baby shower invites that i want NOTHING FROM BABIES R US!!. | |
| Tammy | 1/4/11 |
| Toys R Us should be called Toys R Yours Whether It Works Or Not after purchase. I purchased an Xbox 360 battery charger 12/23/2010 at the Louisville, Ky location and it never worked. On 01/02/2011, I gathered the receipt, the bag, the packaging and the charger and went to the store to obtain a refund and you can guess what happened...a BIG FAT NO b/c the package has been opened. What I want to know is: how the crap are you supposed to know if it works if you don't open the package and examine the item????? And who in their right mind would want to purchase another item from the same store in which that said item was malfunctioning? I left the malfunctioned charger at the store and they kept my money. I was robbed. I called corporate and was told that someone would call me back - to no avail. LET'S BOYCOTT TOYS R US!!!!! | |
| Horton M | 1/4/11 |
| KIEFF J REGAN and I and im sure many other have the same problem. I bought a Big Curve Plunge Water Slide from toysrus for 399.99, in april of 2010. I also purchased the 2 year protection plan 47.99, which should not have been sold to me since they stopped servicing the pools in 2009. A few months later and only using the pool a few times, there were holes all in it. I called the number on my receipt and was then told by the representative that they should have not sold me the plan. I also would not have purchased the pool from toysrus without the protection plan. I then called the store, who offered me a store credit or refund of my protection plan, which i didnt want. I wanted my money back that i paid so i could bring my buisness elcewhere. They then directed me to customer service who gave me the run around all summer. I finally talked again to a customer service rep. who said she was the supervisor and this was her responce: i could take the store credit or have my protection plan refunded but i could not get my money back. That toysrus doesnt accept returns on any pools. I was not told this when i bought the pool. So here i am with a corp. address to write a letter to, a pool with holes, many customer service phone calls later, and out my 431 dollars. Has anyone with this same problem gotten any resolve?? If so please email me megan_ran@yahoo.com All i want is my money back to take my buisness somewhere elce. I no longer go to toysrus or buy their products! | |
| Marjorie from Tenn. | 1/4/11 |
| I tried to get the Barbie Dream house from Tennessee to Florida that you ADVERTISED as having last year & was unable to get it. This year I tried all over Tenn. to get the Barbie Townhouse & finally called 1-800-toysrus & they located it at a store in Collierville, Tn. You ADVERTISED it as coming with a remote control car & barbie doll for free. The item had just gone on sale & all of the stores that I called said that they had not been stocked with them yet & to call the above mentioned number. When I called the store in Collierville they said that they had 5 of the items so I immediately sent my son to get it for his daughter, my grand daughter. When he got to the store they told him that they did not have the so called free car & doll to go with the Barbie Townhouse. This was on Dec.7. I called a few days later & was told that I would hear from someone in 72 hrs. I never heard from anyone so i called again a few days before Christmas & was told the same thing. Now on January 4, 2011 I get a call from you all telling me that you don't back up what you advertise. I can assure you that I will never do business with you again. Your people on the phones from the office that they call from & I assume that it is the 1-800-toysrus number shouldn't even be talking to customers if all they can say is I'm sorry but we don't back up what we advertise! I'm thinking seriously of writing a letter to the newspapers & possibly the news stations to see if they may be able to see just what is going on with TOYSRUS! I'm sure you had a merry Christmas while at the same time you put a damper on so many others. | |
| Carol | 1/5/11 |
| I purchased a Big L Ranch Lincoln Log set for my grandson for Christmas. I did not know he already had one so my daughter returned it to exchange for another one. It has never been opened and the seal is still intact; in fact it clearly states on the tub that it is an "exclusive" for ToysRUs . Unfortunately the receipt was misplaced during the Christmas holiday shopping trips. We just wanted to exchange it for another Lincoln Log set, but the personnel in the Sugar Land, TX store were rude. I will never buy anything from your company and will also tell everyone I know about the shoddy policies you have. How can you stay in business? I will be contacting the BBB regarding this. Too bad we can't put a NO STAR on the rating. | |
| Mike | 1/6/11 |
| Very disappointed in your false advertisement for how you handled the 10% cash back for the Christmas 2010 season. Under nowhere in the policy or terms and conditions does it say that the rewards will be split up into $5 increments and split up even further that customers can only use half before 1/14/11 and half 1/15/11 - 1/29/11. I called customer service and also was informed that I can only use one "reward" certificate at a time per purchase. Customer service told me that I can either use them as they are now or let them expire. He told me that Toys R Us will not be giving customers their full 10% "cash back" via a gift card or a totaled gift certificate. This is a very dishonest and ridiculous business practice and I will not be shopping with any of the "R" us companies again. I will also be reporting this to the Better Business Bureau and the Attorney generals office. Hopefully they will get many complaints and investigate this issue. In such hard times for the American people and you blatantly rip us off. We will remember this once things rebound and your company files for bankruptcy. | |
| Customer Service Representative | 12/29/10 |
| Very disappointing experience with Guest Customer Service Relations 12/23/2010 approximately 19:43 EST. A credit card customer was on phone with ToyRus guest customer service relations & called their credit card to resolve a pending authorization release. The item of over $200 had been returned & refunded back within that store's system, but since an authorization REVERSAL was not done the over $200+ amount was still pending since an actual charge had not been transmitted. It resulted with the credit card holder did not having access to the $200+. The authorization could have been released by a simple phone call from the store, but the store refused to do so & provided their customer, the credit card holder, a number to call Guest Customer Service Relations. In calling that number, the representative told the customer it could not be done at which time the customer placed a 3 way call to their credit card company. The credit card representative attempted to assist the customer and was again told "we do not do that" & placed their customer & the credit card represenative on hold. A woman came on the phone identifying themself as a Supervisor and talked so fast she could not be understood and immediately hung up on the call. The supervisor did not allow either their customer or the credit card representive to speak although the credit card representative attempted more than once to ask if there was another phone number their customer could call. Many merchants, large and small, handle the pending authorization situation for their customers. It would be nice to think it is a rare occasion where a Supervisor handles a customer concern in such a tacky & disrespectful manner. While one may think sales are down due the economic situation, it's evident WHAT ELSE does reduce sales. While their customer on that phone call may not use their stores again, I am certain that the credit card representative will avoid spending money with any Toys R Us stores. No longer are customer service complaints by word of mouth, but do reach thousands via the Internet. | |
| Kevin | 12/30/10 |
| I am so sorry you people can not read an ad or think the world is out to get you but i am willing to school you. first, there are no rain checks, you are right. as for t.r.u. being scammers or frauds for not having a product that has nothing to do with the ads that are written 2 months before they come to you. store across america sell products they dont have an ad for all the time, and there do come times when stores run out. are customers really that simple minded to think there is always one just for you the store holds JUST FOR YOU? trucks come and go and some times, things sell faster then they come, sorry. as for the free with purchase items, same thing goes, and tru is very upfront with the while supplies last, and im sorry if someone a week before the ad comes out wants to buy the product, yea its sold. now on that note i will say i am probly the nicest person you will ever have at returns because i do agree some of the rules are to strict but i have personally seen the same person in the returns line every week with what they bought the previous week and "just didnt like". the products are always obviously used, never a package and we obviously cant resell them, so blame that guy and many others around the world who test or borrow products and return them when they are bored with them. | |
| B Gorham | 12/30/10 |
| I was recently the Toys R Us Express in North Conway, and was shocked to see that prices had been RAISED rather then lowered after the Christmas Holiday. Not only were they raised an average of $5.00 or more, but the lower price ticket had been left on the items throughout the store, and some items had the original price marked on an item, while the same item right beside it was priced over that price with a higher. I think it would do the company good, if in the future they actually interviewed the persons they hired (even if it is for an Express Store that is only for a certain amount of time) and make sure that those persons know something about what they are supposed to be doing...I mean besides sitting reading, playing with each other or friends, or on the phone with personal phone calls...(obviously this was not my first trip into that store, and even though I am a buyer, I managed to go in and out of there on at least five to six different occasions with nothing) What is the law on that now----Having been in retain, myself, I can't imagine that type of practice. | |
| cynthia d. | 12/31/10 |
| I order a xbox 360 game online for my baby and he recieved 1 for xmas from another family member so i was going to exchange mine but i didnt have the packaging slip due to so many online orders from difference stores, called the store in Baytown Texas very rude service rep. an then the manage was rude also..This my last time odering online i keep go to walmart a least you can return something without receipts online shoppers beware..... | |
| nicole | 12/28/10 |
| Terrible return policy! My son got the Tony Hawk Shred for Christmas, we have the gift receipt and everything, the product does not work!! I am angry that they will not exchange this and deal with Nintendo themselves. They choose to carry these products, they should deal with them when they do not work!! I will no longer shop Toys R Us! | |
| Deb Lee | 12/27/10 |
| Very poor service...What happened....I'm a grandmother with 5 grandkids and many nieces and nephews. I like Toys R Us to get items for my young relatives, unfortunately this year, my resources were limited, however on Christmas eve i was surfing on line for alternatives. To my delight Toys R Us said order before 2 p.m to receive as pick up in store. Yeah. I ordered two leap frogs, scribble writer, laugh n learn cd player, leapester kindergarten and leapster princess and frog cartridges. Well I did not receive a confirmation email so I did what they said not to do and went to the store. Unfortunately in line were several other disgruntled shoppers. The ladies at the counter were very non-responsive and laughing at the customers. So I asked to speak to the manager, not much better. I gave her my order number and she said it's not her fault that they did not receive the order and it was not is stock. She very rudely stated to me I should have ordered before Christmas Eve and she and her employees had a good laugh. Not good. So on the way back to my house I received an email cancelling my order. So no worries, I called and spoke to a very nice lady named Gayle (Gail) not sure of the spelling. She did apologize and stated no problem gave her my order number and she said she would order and charge me the same price and I had originally ordered. Well to my surprise that order too was cancelled. So I call in again to customer service Alyssa who said she was not sure why the order was cancelled but they should not have discounted the order and the items now cost much more. I told her I know I just want to get the items I had ordered as I still want the items. She said nothing she could do, so I asked to speak to a Supervisor or Manager and was told there is no one available. I asked if she could take my phone number and have someone to call me back. She said they should call in 24-48 hours. I hope this happens. I know it will not help but I will file a complaint with the Better Business Bureau and anyone else who will listen. Last order number 9717633246. | |
| Alexis A | 12/27/10 |
| Your rewards program is awful and extremely deceiving. It says online that I have $32 dollars in rewards, but when I go to print them off it says I only earned $5.00 in this specific promotional period. My account transactions show you owe me more then that. I called three times to have someone explain the program to me and twice I got the same lady who didn't even ask for my membership ID #, and instead told me I made all my promotions after this specific promotional period, and I was not eligable for them yet. How confusing is that? After I informed her that ALL my purhcases were made WITHIN that specific promotional period, and that if she looked it up online it would even tell her that, she refused to help me. The second customer service rep to help me informed me that I earned two $5.00 reward certificates, but that one wouldn't be avaliable till Jan 14th, and that she had no idea when I would even be able to print off the second $5.00 coupon. When I asked her to explain why, she simply couldn't. Why would I not be able to print off the $10 I earned in this specific promotional period, at the same time RIGHT after that promotional period was over???? I will never shop Toys R Us again. They promotions are deceiving, and this is an extremely dishonest company. Maybe they should make their rewards program easier to understand, then maybe their customers and OWN EMPLOYEES would be able to understand it!!!! | |
| Kathi Schubert | 12/22/10 |
| Hi, I am a toys r us cutomers and a rewrds member. I am also signed up for your e-nail blasts. I have been watching the Christmas ads closely since you have so many great deals. In this economy, every peeny counts. Today I received and ad in my newspaper near Palm Springs, CA. It had a sale on "Big Backyard Carlisle Wood Gym Set for $349.00, regularly $499. Then a few hours later I receievd another e-blast with the midnight to 6am deals. It said take another $100 off outdoor play sets. We were so excited. It clearly said no rain checks. I called three stores and no one had them in stock. I know when I go online it asks me my zip code to give me the ad for my area. My zip code is 92256 and Iwe only have one Toys r us in the area. I called two other surrounding counties. No Big Backyard Carlisle Wood Gym sets. Very disappointed in the false advertising! I work for a magazine and know enough about advertising. I would appreciate a response or the opportunity to by this product and the discounted rate. I actually want two of them for my grandchildren. | |
| jennifer | 12/22/10 |
| This is a horrible company and I will not shop here ever again...having a manager at a store throw an item because they are angry is disgusting..and will make sure people are aware of this and never shop there again. Cedabre mall in scarborough ontario. | |
| Nona Brady | 12/22/10 |
| I too will no longer shop at toys r us. I took an item priced at $14.99 to the register - they charged me $16.99 When I asked about the difference they said that there are signs around the store (I didn't see those signs - but even if I had ...) stating that the prices on the items may be going up or down. Pretty convenient - they can essentially charge whatever they feel like charging - the price on the product means nothing! The manager wouldn't sell it to me for the $14.99 and even though the cash sale had happened less that 5 minutes previous, I had to go through the return procedure. Just some more time wasted. I asked for the name of a regional manager I could call. I was told that I could only call "customer service". Customer service said that someone would get back to be but it might take a week or two because it was xmas and they were busy. ...Well it's Xmas and you're a toy company - shouldn't you be prepared, espcially with these kinds of policies, to take calls. It's not like I'm using the block set. They were for a young relative, who will be one present short. | |
| allen | 12/22/10 |
| ToysRus is currently running a commercial stating that all razor products and others are 50% off and i called the store to see if they were on sale and they said only certain razor products were included in this sale not all as stated in the commercial. False advertisement! They wouldn't even honor their own commercial! | |
| mattison, w | 12/23/10 |
| I am so mad a toysrus! I got the flyer for the 2 day sale on Wed. at 1pm in my mail. By 3pm I had loaded up the baby and went to Toysrus at Cobb pkwy in Atlanta. I had 5 things on my list from the flyer and the toy was out of all 5!!! I have a huge problem with that. I know the sale says "limited quantities" and "no rain checks". Advertising products and then not having them in the store is a very bad business practice!!! Sham on you. Now what do I do with all these Toysrus gift certificates that the baby has received??? My family and I have spent thousands over the last 2 years at Babysrus and planned on continuing our buying at toysrus. But I will not patronize an unscrupulous business! I hope you will make this right. I have not asked others on social websites or any of my mommy groups if they have had similar experiences but I am getting that mad. | |
| David R | 12/23/10 |
| I ordered before shipping deadline, three days later order hasn't been updated, delivery by dec 24th, Nobody in Customer service knows whats going on, Supervisor hasnt return my call. Will never buy again!!!!!! | |
| Jennifer | 12/23/10 |
| The worst customer service I have ever had before anywhere. Waited in line to check out and after standing for over 45 mins the girl shut her line down. Didnt bother to tell anyone but the person she was checking out she was closing and there was atleast 20 more ppl in line. Just shut her light off and left. So we moved to another line over. Waited there for another 30 mins and that girl shut her line down. Walked away didnt turn her light off jus walked away and told the person she was waiting on she was closing she was off. So the assistant manager finally came out of the office when she should have been on the floor keeping tabs on what was going on all along and asked what was going on only after I started to raise a fuss. Also thats when FINALLY the Manager came out from behind the customer service desk where she had just been standing the whole time and started to check ppl out. The assistant Manager asked what I expected them to do, I said I EXPECT u to be out on the floor and keep track of your store and your employees and keep your customers happy and lines moving not just standing around or sitting in your office. Its the CHRISTMAS HOLIDAY she said and they r sesonal workers what do you expect she said. I said I EXPECT YOU TO TRAIN THEM!!!!!!! | |
| R2D7 | 12/23/10 |
| I was Terminated after a Guest threatened me. I had witnesses to the fact that I had not crossed any lines of professionalism in dealing with this guest. I was targeted becuase the Store Manager didn't want me there. I made too much money as a Key Carrier. Likely one of the highest paid Supervisors in the region. End of year, time to clean house. To those customers that don't get what they want from TRU.. My personal apologies. The constant change of mandates to those at store level makes it ever increasingly hard to create an atmoshpere of GUEST SATISFACTION. | |
| Martin | 12/23/10 |
| Bah Humbug to customer service. I placed an order yesterday for fastest shipping. As of today no one can tell me anything other than in process. A rep sent an email to the warehouse looking for a tracking number on my item. Several hours later...no response. I called customer service again and asked to speak to a supervisor. Of course none was available. I tracked down the number of corporate, but I could not talk to anyone and their recording referred me back to customer service. So..in other words...I got nowhere. Toys r us is surely lacking in customer service, with an emphasis on service. | |
| Janet P. | 12/21/10 |
| I called the ToysRUs in Madison Heights, MI this morning at 7:15 to inquire about the availability of a certain toy I wished to purchase. I was put on hold for 29 minutes and was told twice that they were checking - then I was cut off. (So much for their opening early and staying open 24 hours during the holidays) what good is it, if they can't answer one question? They need to have customer service training - if they are too lazy to check - just say so. I'll take my future business to someplace that cares for their customers. | |
| Jane Kramer | 12/21/10 |
| A small store was opened for the Christmas Season in Fond du Lac Wi at the Forest Mall. I went there because I was told it was an outlet for Toys Are Us. After taking our items home We noticed that the prices were actually marked up. There was a sticker with a higher price over the first sticker with a lower price. I went back to question the mistake. I noticed several other toys marked up $2 to $3 also. I was told by the clerk that they were told to mark up the sesveral items. Is it not fraud to mark up items and then advertise discounts? One item, The Shakin' Super truck was marked $26.99 With a sticker under that For $25.99. It was advertised on your web site for $24.99. I am one of many who are paying these higher prices, Should make for a great profit for Toy's R Us this Christmas season. | |
| Sharon Nissen | 12/20/10 |
| Online Purchases - I will never shop at Toys R Us again and I have 5 grandchildren. Over the years the toy store has been a big part of our life and my childrens. But someone else will get that priviledge from now on. Since my husband and I are getting older and the grandchildren live across the country we decided to get gift cards this year. I ordered 5 cards, one for each kid, in the amount of $50 each. I personalized each card in the order. This was on the 10th. By the 17th the cards still hadn't shipped so I called customer service. The girl was snippy as she told me that they needed to call me and confirm I'd actually ordered 5 cards. I asked if they couldn't see from the order that this was for 5 different kids. She said they couldn't reach me. They had my email address and my phone number. In fact I'd gotten dozens on emails in the days since I placed the order, encouraging me to order more items. She said they needed a phone number and would call. I gave her one. Three days later, it's Monday and no call, so I called again and went through the entire conversation with a customer service rep and the supervisor. I again gave them the phone number she supposedly lost and asked them to call later in the day as I had to go out. I got home and they had cancelled the order. I'll never use them again and I'd advice everyone else not to either. Companies just don't care anymore. | |
| Alice S | 12/19/10 |
| I have had the worst experience with 3 toys r us locations in the past week. I was trying to buy the little yellow ride on chevy camaro for my 3 yr old god son. I went to the toys r us store in Westminster Co to be told that they no longer have anymore in stock but that the store in Park Meadows had 2 available & that 1 would be held for me. So then I drive to the park meadows store the lady at the customer service desk told me that she has my paper work & that she will have the car brought out. So we waited about an hour to be told that they couldnt find the car then to find out that 1 was the display & the other was on layaway. Then I was told by the manager at the park meadows store that the store in Ft Collins had 1 coming in on Wednesday. I drove an hour to the ft collins store paid for the car then was told that the car that just came in was damaged. I was then told that I can special order the car but now there is no guarantee that it would arrive before Christmas. Toys r us needs to have better computer systems with what they have in stock. I will never again shop at toy r us stores. I have also posted how dissatisfied I am with ur company on facebook n will notify all my friends n family to take their business somewhere else. | |
| Kerri | 12/20/10 |
| I have had a horrible experience w/ shopping online this christmas season and actually getting what I ordered. My first order they sent one wrong item, haven't recieved the correct item yet and worried I won't get it before Christmas. Second order they had said the item was instock on Monday of last week and this Monday I get an e-mail stating they canceled the ordered, but sent the accessories that go w/ the item I ordered. I am totally bummed out on toy-r-us online shopping experience. | |
| stephanie barrow | 12/16/10 |
| Worst place to shop! Never place an item on lay away with toys r us. In october, I put the Barbie Townhouse on lay way - I paid off the item nov 2 and was told the item would arrive in the store on dec 13, plenty of time for christmas. I never received a phone call or e mail regarding the shipment status of my order. I called and my item never arrived, due to insufficient supply. Though I paid, in full for the item, reserved an item - they sold it - bottom line. The store is out of stock as well as every other toys r us. Because of their negligence, my 6 year old will not have the barbie town house on christmas. I will not sure there anymore, and I have filled out a complaint through corporate. This incident took place in Richmond, VA. | |
| E. M. T. | 12/16/10 |
| After decades of shopping Toys R Us across the US, I will not return. I received totally incompetent and often rude service at the Goodyear, AZ, location. I tried to purchase a bicycle for a grandchild and was told that the only one available was the floor model. It obviously had been a demo, since its wheels were blackened from having been ridden. I was told I could take that bicycle but would have to pay an additional fee for the bicycle being assembled. I went ahead and ordered a bike, requesting it be left in its box and not assembled since it was a gift item. I specified that I needed the bike by a particular date and would not purchase it if that date could not be met. I was told that the bike would be in within three days. I was then sent from the service desk to check out. When I arrived at check out, the clerk said she did not know how to handle the transaction and that I should take it to the service desk. Finally, she located a clerk who put through the transaction. She then proceeded to check out my other items, two of which had discounts. Upon reviewing the ticket, I immediately returned to the store to stand in line at the service desk, waiting several minutes, to correct the fact that discounts had not been given. I had to escort the clerk to the areas to prove my point (I went with the clerk because they did not even take a full description of the items that were under question.) Once I proved my point, I was give the one discount but not the full discount on the other item. The day before the bike was to be available, I called the store to verify that the bike would be ready the next day. The phone rang over 30 times before being answered. Once answered, the clerk said she would check on the order and put me on hold. After waiting several minutes, she came back on the phone and told me she would send someone to look for the item - couldn't do so herself because she was too busy. I asked to speak to a manager. She put me on hold immediately and then I waited several minutes again. Someone finally pick up on the call and without speaking a word, hung up the phone. I immediately called back and requested to speak to the associate whose name was on the paperwork. He happened to be a manager. He told me that the time frame he had given me in the initial sale was not the official one - he had told me the unofficial information to help me out. I asked if the bike would be ready as stated. He said he would not know until the next evening and I would have to call then. I told him that it was his responsibility to call me when it came in and the only reason I had called when I did was because I was doubtful about the transaction after the way things had been handled at the time of purchase. He then said he had two bikes available and to come pick one up. I asked if he was giving me a bike promised to another customer (I did not want another customer inconvenienced). He said that was not the case and that two bikes had come in after I had placed the order. I asked why I hadn't been notified that a bike was available. He told me that they didn't know at the time of the order that there would be two bikes available over the next couple of days. (What an inventory system - bet Toys R Us deals with a lot of shrinkage.) The associate was at times arrogant and rude - as if customer service was my responsibility. I went over to the store immediately to pick up the bike. I requested to speak to the associate. The box they brought me was dented in in one area and part of the bike itself was exposed in another area. I told them I would not take such a box and to bring me a replacement. I was given a replacement. Since it was given as a gift, I do not yet know if the merchandise is okay or not. I will definitely follow up if anything is wrong with the item. I will contact the BBB and I will register a consumer affairs complaint. All in all it was a miserable experience. Along the way, I dealt with a real mix of employees. Some were very nice, but too many were rude and arrogant. I am thoroughly disgusted with Toys R Us and do not recommend it to any one as a vendor!!!! If there were a very, very poor rating category, I would use it! | |
| Heather | 12/3/10 |
| Customer service could not delete an old online account that was tied to my rewards number so that I could add it to the new online account. However, when trying to access the old account (because that is what online customer service told me to do) I was unable to get into the account. "There is no account associated with this e-mail address". Which leads me to believe that they did in fact delete the old account. Now why is it that I cannot get my rewards number added to my new account? Did I mention I was transferred to 4 different departments? I agree with John K 100%. With 10% unemployment it's unbelievable that you cannot find enough intelligent people to employ and handle such a simple request. In fact, my husband has been without work for 2 years. WTF? | |
| lawdog | 12/3/10 |
| Extremely poor customer service. | |
| THIEVES R US | 12/3/10 |
| Thieves R US...... I can not believe the amount of bait and switch this store participates in. Word of advice, do your research. Chances are you will find a better product online or at another retailer for less money. DON'T FALL FOR THE GIMMICS. FURTHER MORE did you know that they are the only retailer that does not price match!!! not even their own prices ONLINE. Managers are high school educated drop out bullies who yell to intimidate customers and when they get flustered act like they have no clue. SERIOUSLY!!!!! where do these people come from??? no sense of responsibility nor moral decorum they lie lie lie trust me call corporate ( (973)617-3500). I do feel sad for them and even sadder for us customers who have to deal with it. NOT ANYMORE!!!. You can keep your 40% hicked up prices then 10% discounted products yeah that is a deal. SERIOUSLY!!! Fool me once shame on me fool me twice I will burn your store down... kidding. but you get my point - stop waisting your money at Thieves R US. | |
| Dan Ferst | 12/3/10 |
| Toys R Us is horrible, never buy anything online or you wil recieve over 100 emails and when you call to get taken off the list they tell you wait 6-8 weeks. Do yourself a favor and buy the same item cheaper and with less headaches at Walmart. | |
| The Gatewoods - Houston | 12/3/10 |
| Toys R Us, you have got to get better with your lousy Customer Service or managers still thinking in a box and too stupid to see a solution. I first had to drive over twenty miles to this location to do a pickup for my grandchildren. Upon arriving I gave the manager the email with the name and address along with my valid texas drivers license (age well appropriated) the manager (MATT) then tells me because my name was not the same as listed I could not pick up the items. Now, all of the information was exactly the same, except the first name ONLY was different; how dump is that. All he had to do was take a picture of my license to show who picked it up, but when you can't think clearly and just do not provide good service, you do dump, crazy things. He then spoke with my son for a long time on my cell phone, and still did nothing. I call customer service while in the store and the same thing, it could not be changed. So, if i am married and I bought it and my wife when to get it, she could not because the only name difference was the FIRST NAME. I did not have this much trouble last year when I bought the items online and had them shipped; they don't ask for all this stupid, dump stuff, they just get the signature and they are off; how you know I'm the person living at the home, but do Toy r US call and check, NO! NO! NO! its up to them, but I will not be buying anything else from this company, I'll go pay the higher price before dealing with this foolishness again, and I sure will not drive that fall again. Now: read How the mighty fall and The Good, The Great, having the right people, that why companies lose out and customer go else where, because of not giving customer service. | |
| Marlene Vang | 12/3/10 |
| So i read on the toys r us article that they had a price cut of $100 off the Polaris which is $699.99 before taxes and insurance. I called them asked them if they had one and they said yes. I came in in 20 minutes! My husband and me asked they told me they had 0 left of the Polaris ride on car. I then insisted that someone told me that they did in fact have one in there bay because the person had told me there system said they did when i called. They proceeded to tell me that it was a mistake and that no in fact they did not. I did not trust this information. Later that night i had a friend go in and ask about the Polaris Ride on car with the item slip which is the price and the item number. They told him that they did have one left and if he wanted to buy it. By the time he went out and got me and i came in to say YES i want to buy it, then they denied it. I'm not sure if this was a racial problem or someone holding a toy with out being bought when they can not have a buyer preference nor hold unpaid toys for no one but it was one of those. Being who i am i did not take one bit of this absurdness. I got a hold of another toys r us employee in Greensboro, NC and i explained my issue with this store in Fayetteville, NC. The man was so helpful went out of his way just to find out if my store had a Polaris in there inventory, the bay number where it was located at the store and the sis number! He told me they had one and that once the item is scanned there inventory goes down to 0 not 1 Polaris but invisible that's how there system works and he even double checked it with his manager in Greensboro at there toys r us store. I took all the information down and went back to my toys r us. As soon as i walk in which was about close to 10pm the store wasn't as busy and there was 3 female employees that were standing and walking around the customer service desk. A guy by the name Jeff saw me standing and came up to ask me if there was anything he could help me out with. I gave him my piece of paper with the information and i told him that they had one of the Polaris available and i had a different store check into there system and get my the information on where it was. He went on to telling me if there system says 1 left it means they have non left and that there systems don't update when items are being sold. I didn't take much of that so i persisted that he double checked and checked good. I was beyond upset i had been trying to get them to sell me an item all afternoon from 5pm till about 11pm when i got it home. Anyways after they saw i had more then a phone confirmation on the car and i had some serious information and i was taking further then a typical customer within 5 minutes i am not kidding the ride on car appeared available and for sale! Of course I'm not upset with Jeff but I'm upset at the fact that the cashier ladies were in on the whole thing of holding it for someone else! If you want to buy anything specially in the holidays i would order online and if you can't on a certain item go someone where else i would recommend Toys r us in Greensboro, nc on high point road! AVOID THIS STORE TOYS"R"US/BABIES"R"US - FAYETTEVILLE [8374] 1736 SKIBO ROAD FAYETTEVILLE NC 28303 P: (910)864-2789 HIGHLY RECOMMEND THIS STORE TOYS"R"US - GREENSBORO [8373] 3728 HIGH POINT ROAD GREENSBORO NC 27407 P: (336)855-3221 Oh by the way every time i called them they would pick up and hang up on me until i came in to discuss the issue. Took me 6 hours to buy a very expensive toy for my son on christmas and i do plan on calling corporate on Monday! | |
| Mary G | 12/4/10 |
| Went to the store 5am one time 6am another and the sell items they did not have. They have been sold out for the last 2 1/2 weeks WHAT you guys don't restock. I think they do this to get you to buy other thing. I'm don't want to be a TOYS R US KID. | |
| Grace | 12/7/10 |
| I purchased an arcade game for my daughter on her birthday. The toy was broken and unfortunately I was unable to return it right away. I went back to the store that I purchased it from here in Florida City Fl, with my receipt in hand. I explained to the manager Brittany that the toy was broken and that I wanted a store credit. She said she couldn't do anything for me because the policy is that after 30 days nothing can be done. I asked her to show me where on the receipt is the policy written. And she very rudely said that it's not written on the receipt and that it is common sense. She also said that it's the customers responsibility to ask.She was extremely rude. I didn't even want my money back. Just an exchange. Someone should take care of his matter immediately. I was looking forward to doing Christmas shopping for my kids here. I will not shop here ever again if I am going to be treated so bad. There are thousands of people in need 0f a job and here we have this young lady treating people without respect. The policy should be witten on he recipt. | |
| c.m. in Chicagoland are | 12/7/10 |
| BUYER BEWARE!! Toys R Us STINKS!!!! They have an awful return policy!!! For example...I bought 3 video games in October (for upcoming birthday and Christmas presents). The recipient on one present didn't want the game that I purchased for them so they went to exchange it for something else but yet they wouldn't allow them to for the same amount of money it was worth because the gift receipt shows as a free item. WTF?? It was unopened. People buy presents early all the time and people change their mind on what they want or they sometimes get duplicates. If someone receives a gift...a gift is a gift. Why does it state on your return policies that merchandise credit is given to all gift receipt returns if this is not the case??? BUYER BEWARE!! Target and Walmart are the places to shop. They appreciate their customers and understnand the need | |
| disgruntled employee | 12/14/10 |
| I am a recent ex employee of toys r us. I advise everyone who goes here (wichita falls location) for seasonal employment to let them all know right off the bat...you will not take any of their crap. The permanent employees are very rude and hateful to part time help, and do it in an open and very disresectful manner. I had to get two of them straight before I almost got into a fight with a manager who thought she could talk down to me. In turn the store manager (josh) thought he would do the same. Lets say by the end of the ordeal she knew everyone would not take being talked to in a disrespectful manner. She had nothing to say at the end. This store is full of A.HOLES. | |
| Nancy D. | 12/12/10 |
| 31 years of shopping at your stores and I'm done!! I placed an online order for Christmas gifts for my grandsons and what a nightmare. I wasn't aware that each item would ship seperately - not only did I receive an email that each item shipped but it was a lie. I don't think that generating a order to ship is considered to actually ship. We have been waiting since the 29th of November and still nothing. I tracked the package today and although it says shipped it wasn't. I contacted FedEx and they have no history of ever having taking position of the item. I called customer service and this is where it gets really good. After being placed on hold I found out the item was "lost" between your distribution center and FedEx. Ok, things happen but to leave the customer hanging and never notify me there was a problem and a replacement would be shipped immediately is unacceptable. The customer service rep finally offered to refund me for the item which I had to accept as there was no other alternative when I asked to have another one shipped. To my dismay I was credited the price I paid for the item but not the tax or shipping. When I inquired about this he said that the item was elegible for free shipping so I am not due a refund. I disagreed with him as my total shipping was over $76 and I was credited $20 on your "free shipping - up to $20" and still paid over $56 for the other items. I was so mad I couldn't even continue with Ben. I am going to call back 9am -5pm Eastern time so I can speak to a supervisor. Everyone works very hard for their income these days and I am strongly offended that this is how this corporation treats their loyal customers. I will definately share my experience with everyone I know. I am also considering returning the rest of my items purchased online and in store and taking my business else where. Shame on you Toys R Us!! Taking my b | |
| PrettyDarnMad | 12/12/10 |
| I am very concern of false advertisement! Prices should stick to what its stating, if online prices are stating one price, then that's what it should stick to, just that! I don't understand from ANY explanation given, to why today 12/11/10, the website states razor A scooters to be $19.99, but once purchase it's sending confirming $29.99. I don't understand why if purchasing (4) of the same scooters, with the only difference is color, all going for $19.99 on sale, being delivered to the same address; ends up with (3) different totals. Now, I'm sure we can get some 5th graders to come and do the math on this and find the error hands down! Math problem: $19.99 subtotal-turns into 29.99 + 15.34 (shipping) + 2.77 (tax)=$48.10. For a Scooter that is on sale for $19.99 + tax+ free shipping, end up $48.10 GIVE ME A PRETTY DARN BREAK!!!! WHAT HAS THIS WORLD COME TO???? Yea somebody is going to have a great Christmas, remodeling their bathroom with a golden toilet; at this rate! | |
| Pamela Whitmore | 12/11/10 |
| Who is running the Toys R Us Express stores? | |
| C. Vest | 12/11/10 |
| This holiday season I have done all my toy shopping at Toys R Us. I placed a total of 3 online orders starting in Nov 2010. The first 2 orders went smoothly. everything shipped in a timely manner, and as per the website, I got everything within the 10 days (they say up to 3 days to process and then up to 10 days total that you item (s) will ship and be recieved. Well...now here I am 10 days after placing my 3rd and final order, and my order still says "Items located in Stock". Now I understand that there was an awful incedent at the warehouse.....BUT I have sent 2 emails and even called once and the guy on the phone said that since I emailed there was nothing he could do because there was already an order in to have it looked into?? WTH does that mean? I told him I was unaware of the situation at the warehouse when I sent those emails and now I am even more concerned that I am not going to recieve my order. He said he didn't know anything about that but he really couldn't do anything until next week sometime depending on what happens from the email I sent? WHAT? Look I was very pleased with the 2 orders before so I went ahead and ordered my daughters bday gifts (which we will be having her party on the 17th!) thinking there was plenty of time. What do I tell my child on her birthday?? I just want to know that I am in fact going to get my items BEFORE the 17th. But no one can seem to tell me if that will happen or not! I would have just cancelled and went and bought the stuff elsewhere but guess what? Can't do that either! I understand they had to deal with a major incedent BUT I do think they should have informed the customers that they had a major setback and that they could either cancel their orders OR that Toys R Us will guarantee we will recieve our stuff within 5 days (even if THEY have to spend the $$$ to overnight or express deliver or whatever!) I did my responsible part and placed an order 16 days before I needed it.....because of the websites 10 day processing and shipping time limit they gave. PLEASE help me! This is not fair to my daughter.....please Toys R Us step up to the plate and fix this before you lose yet another long time customer!! | |
| Cathy Shawlot | 12/11/10 |
| While in the Vineland NJ store, I fell over a supply cart that was left between 2 displays. I ended up going to the hospital needing 6 stitches. I was somewhat upset when I got home that in the mist of EMT trying to stop the bleeding and bandage me someone (I thought was a manager) hands me something to sign. I could not see very well as blood was going in my eye and the EMTs were putting a bandage around my head. I really don't know what I signed and what I wrote. To make matters worse no one from the store ever followed up to see how I was. I will be getting in touch with the corporate office | |
| Martha | 12/12/10 |
| I was shopping online when I came across an item I was interested. Since I live about 20 minutes away and may visit today I called the the Clovis, CA store #5841 to see if they had it in stock. The first person put me on hold for 18 min. The second person put me on hold for 28 min. Finally a "Manager" named Christy came to the line and totally ignored me when I told her about being on hold for so long. I told her about the item online. She asked for the item # and within 2 minutes she was able to tell be if it was in stock or not. First of all, I think ALL employees were rude, do not have customer service skills and NEED more training in what they do. I am also VERY dissatisfied!!! | |
| Joan Warrin | 12/12/10 |
| I'm not sure whether or not ToysRus executives take the time to read the reviews submitted however, it would be in their best interest if they did. I am beside myself...after spending numerous hours online to find the x-box 360, 250gb with kinect for my grandson for Christmas,I found it on the ToysRus website. I placed the order and received two e-mails confirming they processed both orders (kinect starter pack4gb and the gaming system with holiday bundle kinect and 250gb. At this point I wasn't sure which one would be shipped to me so I called customer service. I explained the situation to Michelle, telling her I wanted to speak to a supervisor. Michelle told me there weren't any supervisors available but one would call me back within 48 hours. I asked Michelle not to do anything with the order until I spoke with a supervisor. I went to check my e-mail and both were for the starter pack (4gb) the 250gb had been deleted. I want the 250gb for $399.00. I called customer service back and I was told the 250gb with kinect was deleted. I asked the rep to check availability and was told it was out of stock. Here it is 2 weeks before Xmas and I can't get the present I want because of the incompentancy of Michelle. If I give the starter pack to my grandson he can't open it or use it because I won't be allowed to return it when the 250gb is back in stock. Right now, I am so upset I don't know what to do. All I can say is that I believe ToysRus has an obligation to me to make this right. Merry Christmas ToysRus!!!! | |
| sandy | 12/12/10 |
| After purchasing an animated bear for a guild representing a children's hospital, we discovered the toy did not work properly.It had been awhile since the purchase and we had no reciept. we took the item to the local toys r us, and were told the bear was now on sale for $2.50, sorry about the not working part, and they of course had none to replace it with, imagine that....Does this company know about the word "Integrity"? We have purchased many,many items from most well known stores and have never been treated with such a lack of common courtesy,ie, the truth.It being we have no intention of doing anything for you or the children, its all about the bottom line. If we had said,"charity" perhaps as a tax write-off for your company, a little RESPECT might be nice. | |
| Kathrine | 12/12/10 |
| We only have one Toys R Us here and the Male mannager that has been at the store is awful!!! I am not the only one here to complain, many of our friends feel the same! I came into the store today with a coupon add that was sent from Toys r us for 40% of ALL bikes, we had a razor 360 bike at the regester at the time the associates helped me bring it up front and looked at the add that was on my phone. He saw the add and said I had to print it out to use it so I left went home and printed it out and came back. When I got back he then informs me that what I had was a tricycle not a bike so I could not use it! I wasted over a hour running around when he should have just told me when he saw the add the first time and the item I was trying to buy that he would not honor the coupon! Also when I informed him that I had tryed to call before comming up to the store that there was a recording claming the store was closed until Monday (its Sunday am now)and they were like "oh yes! maybe no one will come out today!!!" that right there tells me you dont want our buissnes here in Charleston S.C. and we need to do our shopping elsewhere! | |
| ShannonK | 12/10/10 |
| Toys R Us sold me a Little Tikes Playhouse at their store. When we went around back to pick it up, we were told that they made a mistake and didn't have it! This was after a several hour wait in line during Black Friday. Their solution was to wait several more hours in line for a refund! I don't want a refund...I want my toy! Corporate never returns calls and really does it give a cr@p. Apparently, it is my fault for not getting a refund. Do Not shop at this store! My child will not have her present at Christmas. This company is horrid!! | |
| betty b | 12/9/10 |
| after spending $52 at babies r us i approached the register...spotted a sign saying if clerk does not tell you about our new program you will receive a $5.00 gift card...well! lo and behold - she did not mention it so i brought it to her attention..oh!said she..i'll have to get my manager to do that and it will take a while...we are very busy on the toys r us side...no problem said i..i'm going to use the restroom...the manager did appear and used the exact same words as the clerk..sorry we are very busy right now and there is a lot of paper work involved.it will take time and i do not have that right now...i left the store. sorry i didn't get the clerk or the managers name (toys r us newington mall newington,nh)..why have a promotion in place if you do not honor it? very dissapointing for such a well know company. | |
| Michelle Williams | 12/6/10 |
| I have several friends that work at the Toys R Us/Babies R Us stores. In Virginia Beach and Chesapeake,Va. They tell me that the management staff needs to be overhauled due to poor management. The scheduling of employees is ridiculous and they are constantly cutting hours so staff(part-time) is down to 4 hours to 12 hours per week. Associate managers are attitudinal and retaliate against associates by cutting hours. This especially has been happening at the Chesapeake, Va store and the GM lets it ride. They are told sales have not been met, but the employees know what's going on. I can see a lot of changes will occur in the future because of poor retail management and harrasment of employees. Unfortunately, the customers suffer the most by short staffing procedures and the problem does not seem to get better. I have worked in retail before with same situations and the result was replacing the GM. When the GM was replaced, it gave the entire store staff a wake-up call, because if GM can be replaced, so can they. Get rid of the associate managers and start fresh with team members that know what they are doing. | |
| Lisa C | 12/6/10 |
| I purchased an early Christmas gift in mid September. Bought a Nintendo DSi. My 7 year old changed his mind on what he wanted from Santa in the meantime. I went to my local Toys R Us Store in New Hartford "with my receipt". The store would not let me exchange the item for a higher priced Nintendo DSi XL because it was over 45 days. The box was still sealed and had not been opened. They will not make any exceptions to their electronics return policy, even if it is a Christmas gift and the box has not been opened. So they told me their was nothing that could be done. Not only will my son be disappointed on Christmas Day, but I will never shop at Toys R Us again and will be posting a notice on my Facebook page so that other people stop shopping there. | |
| Tyler | 12/2/10 |
| Customer service at your stores is terrible. Nobody ever answers phones. Advertisements are incredibly misleading. The Lego sales which advertise as being "ALL Lego BOGO 1/2 off" should actually mean all and not exclude half of the store's Lego products. A manager told me after discussing an extremely misleading add, that she had "Never had a problem with a customer about it until I showed up." Numerous times, I have been on hold and forgotten by employees who go to check on something. I will not buy from Toys-R-Us and I will not recommend them to anyone. | |
| Ramona Penland | 12/1/10 |
| I will not be ordering anything from Toys-R-Us again. I received an email acknowledgement stating the order was in process and then 4 days later an email saying they tried to contact me but didn't have a response so they cancelled my order. I sent an email to customer service stating I didn't know there was an issue with the order as I had not received anything other than the acknowledgement it was in process. They sent a copy of the email they said they sent me and an email saying there was nothing they could do about however I could call their customer service department. I did and was on hold for 22 minutes before I hung up. Not contacting me and offering anything other than a generic email saying you can't help me is unacceptable. | |
| Eugenie Duncan | 11/29/10 |
| I am disappointed in the way returns are handled on Black Friday. On Friday 11/12/2010, I purchased a Dora the Explorer Power Wheels for $69.99 in which I kept the receipt. On Black Friday, that item was on sale for $49.99 as displayed in the Black Friday ad. I went there on BF at 6:00 am with the item. I called on 11/15/2010 and was told to bring the item back that day. When I got there, I was told that the customer service desk would not open for returns until 1:00 pm, and to come back, because the sale would be on all day and there was no need to bring nothing but the receipt. When I got there with the receipt in hand, I then was told that the item was off sale and I couldn't get the difference. I feel as if Toys R Us in Clinton has ran me around, especially since I spoke with several people and got a different story each time. | |
| Pamela Mach (Glenn) | 11/29/10 |
| With the economy today, I was not going to be able to buy for my grandchildren this year for christmas...I have severe panic attacks so unfortunately shopping black friday in stores is not an option...then I seen what I believed at the time to be a blessing... I could shop the sales online...but then... they never sent me confirmation on my order but took te money out of my bank account...after several attempts to obtain assistance (email,phone customer service, phone corporate).. no on could seem to help me... and that is just what they said... sorry but can't help you... now I won't be able to shop for my grandchildren...having 11 grandchildren.. the black friday prices at Toys R Us was the only way I was going to be able to... so now with my order lost...my money tied up... and no one to help... even if they release my money soon.. I can't get the black friday prices...my grandchildren will understand but it hurts so bad to think of having to tell them... ty all for letting me vent.. crying wasn't working sorry for the inconvience I may have caused. | |
| Nicole Grimes | 11/29/10 |
| I went to the store in Murfreesboro, Tn. I wanted to purchase the transformers buy 1 get 2 free that day. i was standing outside in line for over 2 hours. got in the store, grabbed what i wanted. went to pay for all my items. the girl told me the transformers were not on sale. except they were in a crate with a sign that read but 1 get 2 free. so i grabbed 3 that i wanted. also there was a table top air hockey game i purchased at the end i had noticed on my receipt it didnt ring up as sales price that was with signs as well reading $12.49. it rang up for $19.27. i called to make a complaint about this item. and no one in that store wanted to help me. i have shopped toys r us since i was a little girl. my family as well. i have now shopped for my own children. needless to say this will be the very last time i shop toys r us cause they do not want to take care of an item/items that were placed on their own employees fault!!!! very nice of all the toys r us for all the millions of dollars they make and they cant take the time and fix somthing they should. | |
| joshua | 11/29/10 |
| on Christmas morning i got 3 video games for ds.when i tried them on the ds they didn't work. i went to back to toy's r us and told them the story.the games i was returning were,'Mario cart ds, Mario ds,and call of duty modern warfare.they only gave me back the Mario for ds and no refund for the other two.i think that toy's r us should be responsible. i live on 2831 budau ave 90032 los angeles | |
| Nancy Gonzalez | 11/29/10 |
| I am writing on behalf of my son, he was a Toy R Us employee. My son was working in Queens New York. Two weeks after being employed he had reason to contact the District Manager, as his Supervisor Irene, Toy R US express was not only belittling the employees. When my son, stated to her you should smile sometimes so the customers can feel that the store was a friendly environment, her response was I not hear to make friends and in a rude manner stated to him get the f... out the store your shift is over. Due to numerous insults from this Supervisor, My son contacted the District Manager. The Supervisor because of this decreased my son's hours from thirty hours to six to eight hours a week. Several weeks later the store was broken into. My son called in the robbery, we live in the neighborhood and my son was an Explorer for over five years and is currently an Auxiliary Officer. After calling it in and spending several hours in the precinct assisting the police in this matter, he went in to work and was told by the Supervisor Irene, that he was not working although he was scheduled to work. Several days later he was given the scheduled for the following week. He was scheduled to work eight hours for the week. He decided to grovel to Irene because he needed more hours after this she stated to him that she would give him a full shift the following week. Today he went in to work and immediately was told that the Investigator for Toy R Us were there and they were going to fire him. He agreed to be interviewed and give full cooperation as he did with the Police Department. I failed to state that a witness provided the Police with a decription of two men that were seen leaving Toy R Us the during the robbery. The Investigator was accusing my son. My son did become upset especially when told by the Investigator that the day after the robbery I was looking for him stating that I had not seen him all day. The Investigator was correct in one thing I did go into the store, to shop in which I purchase several items. My son being young and irate at the fact that although he contacted the Police he felt accused and resigned his position. My son returned home and discussed this situation with me. We decided to return to the store and speak with investigator. As we were approaching the store, the Investigator, whom refuse to give her name or any contact situation, directed us to Human Resources. In addition, the same Investigator minimized the Police Investigation. She added that my son will be paid for the hours that he was at the Precinct. I am Consumer as well as a Professional, I have been a Social Worker for sixteen years and have come across condencending people like her several times. However I continue to believe its distasteful. In addition, I assure you that the attitude displayed by Toy R Us as the Investigator is a reflection of the company towards the NYPD Investigators as well as my son will not be go unnoticed. The interaction between My self and this Investigator was recorded and I can assure you I will be downloaded to every website possible to show Consumers that both the Labor Laws and NYPD are not highly looked upon in the Company. | |
| Brian | 11/30/10 |
| Last week my wife went into the Montgomery Road location in Cincinnati to buy two toys for a needy family. Without going into too many details, the response from this store was exceptional. Thanks. | |
| Zachary Cushing | 11/30/10 |
| The store manager in the toys r us is very disrecpectful and has no customer service there was a ipod home two of them in a spot that said 24.99$ i had no clue it was in the wrong spot i got to the register and it rang up 69.99. the store manager rufused to give me the price that it was on the shelf for. its there fault that they cant put items in the right spot. he was very rude about the sitition and walked away from me when i was talking. its there fault and they should honor the price it was on the shelf for. | |
| Kathy Sullivan | 11/22/10 |
| I have been pleasantly surprised by the Toysrus store on Merritt Island, Florida, store #8750. I called ahead to see if the products I wanted were there. They quickly hunted up the info. When I got to the store, a staff member took me to the right aisle. Several other service people answered questions quickly. At the check-out, the clerk, without prompting, explained the receipt, which is a little confusing. I had been shopping in several stores for video games and Toysrus' layout is neat, very comprehensive, and it is easy to find titles. Overall, there is evidence of good management and training. Good job. Kathy Sullivan kathy.sullivan@gmail.com | |
| Adriana Velasquez | 11/23/10 |
| I purchased a Barbie Glamour Vacation Jet priced at $74.99 at your Daytona Beach, Fl Toys R Us on November 10, 2010 and with that I was supposed to receive a Barbie Pull - Along Storage Trunk for free with any Barbie purchase of $50.00 or more. Of course when I went to the register to pay, they were out of it. Shocker!!!!! how convenient. This is the second time this has happened to me. I was told to call every morning to check on new arrivals. I have done so every morning since the promotion is only good until the 24th. It is now the 23rd and of course I have been told they are not in. Today I called again and I was told they were in yesterday and they all sold. The girl told me there weren't any in. Another girl told me to hold on to my receipt and I would get one when they came in even after the 24th. That was also misinformation. I think Toys R Us purposely does this to get people in their store. They promote something and purposely do not carry enough of them so they don't loose money on the deal. I am very dissappointed and I will be doing all my Christmas shopping at Target this year instead. They have lost my business and the $200 I was going to spend on a new Wii this year!!! | |
| Randy and Beverly Pilon | 11/24/10 |
| I online selected the Baby Cache UpTown Crib, dresser and chest. All three said it was ready for instore pick up @ Plano store. I was so excited and made plans to pick up the furniture Wednesday and was sent an e-mail confirming the order saying the crib and dresser have been cancelled and only the chest was for pick up. Why would you say I can pick up all three items and then send an e-mail saying all was cancelled except one item. Are you serious? Why not honor what you originally said? That's bad customer service...I will be calling today to see if they will indeed honor what they originally advertised! If you don't have it don't advertise that you do!! | |
| gusseckler@zoominternet.net | 11/26/10 |
| if someone has 15+ years(fulltime) at TRU then shouldn't they get so many pd. holidays,a pd. birthday, and so many wks. vacation,not to mention sick leave? how come walmart employees get all of this and toys don't?To be the leading in the industry u have to keep both customers and employees happy,no wonder there is so many customer complaints about employee rudeness, even employees w/ over 15 years are not given a pat for their loyalty to the company.Why don't u tell everyone what u give employees, outside of there little 10% off?!!!! then these customers may understand an overworked n under compensated employee during the Christmas season. | |
| Frustrated in WV | 11/26/10 |
| Last Christmas, I shopped a great deal at the local Toysrus and online. The free shipping last year was very clear. Spend over $75 or $100 and shipping was free. This year it was so confusing. I was trying to place an order online Thanksgiving day and the shipping charges are way too high. By the time I figured out what they were charging, two of the items I wanted were out of stock. But the order goes thru anyway and then there is no way to make changes or cancel the order. You need a better shipping plan. And you need to give the consumer an opportunity to change their order if certain things are out of stock. | |
| Sonia | 11/17/10 |
| Any Body who purchased a Disney Cars Television be carefull mine blew out when my son turned it on and he is only three this T.V. was purchased 5 months ago. They were so rude and said they were not returning or exchanging my T.V. if i wanted to bring it they would throw it away. I will never shop at this store again that is why they make thier return policy so short because know thier stuff is junk and will not last very one. sm | |
| MR JOSEPH DWYER | 11/19/10 |
| I WOULD LIKE TO KNOW WHAT BRAINSTORM YOU HAD DESIGN YOUR ONLINE WEB PAGE,THIS IS THE WORST SITE I HAVE EVER TRIED TO USE.HERE IT IS CHRISTMAS AND MANY PEOPLE LIKE TO ORDER GIFT CARDS FOR THEIR FRIENDS AND FAMILY AND IF YOU GO TO YOUR SITE TO ORDER THEM AFTER YOU SPEND FOREVER GETTING TO THESE GIFT CARDS YOU CAN ONLY BUY ONE CARD AT A TIME, WHEN WE CALLED YOUR CUSTOMER SERVICE WE WERE TOLD THAT THEY WOULD HAVE TO DO THE SAME THING TO TAKE OUR ORDER. PLEASE ASK THE IDIOT THAT CREATED THIS SITE WHY THERE IS NO BOX TO ENTER AS MANY CARDS AS PEOPLE WOULD LIKE TO ORDER ALONG WITH WHAT PRICE THEY WANTED TO SPEND ON THEIR GIFT CARDS.WE GUESS THAT TOY R US DON'T NEED THE HOLIDAY BUISNESS, BECAUSE THERE ARE MANY PEOPLE WHO HAVE STOPPED SHOPPING ONLINE BECAUSE OF THIS DUMB SITE, WELL IT'E OFF TO FINE SOMEONE ELSE TO DO OUR CHRISTMAS BUISNEES WITH. HAPPY HOLIDAYS MR.DWYER (OLD CUSTOMER) | |
| gusseckler@zoominternet.com | 11/20/10 |
| did u know that tru gives employees no christmas bonus, no pd. holiday; they give a 20% off night before christmas for employees and family,....but if u can't shop that specific night then u get absolutely nothing. Toys is a "TRU" SCROOZE!!!! | |
Donna, Poughkeepsie, N.Y.  | 11/16/10 |
| I want to complain that you don't have " SCOOTERS " for the handicapped!! You have a huge store. Grandmothers and Grandfathers want to shop for their grandchildren. There are a lot of handicapped people that cannot go shopping for this reason. IT'S A SAD SITUATION!! We are young in a body that isn't anymore. We want to do what other people can do. I have to mention that I was in a lot of pain and there were a lot of workers in the store that helped me late at night. I couldn't believe all the help I had. One of the employees was outside having a break and actually came over to load up my car for me too! I was so appreciative! I might have spent more money if I wasn't in so much pain!! I would go there more often if you had scooters. They have a wheelchair but I have no one to push me and can't do it myself. Besides, there's no basket on a wheelchair. Where would I put the toys?? I'm giving you "4" Stars because of the great service I got from your employees and because of the amount of stock you have. I got everything on my list except for the Wheebles Playhouse that you were out of. They even ran to get wrapping paper for me when I couldn't take another step! I was really catered to and it felt wonderful! I had a great shopping experience but I was really mad at you for not having SCOOTERS!! | |
| maggie phoenix az | 11/10/10 |
| The return policy for Toys R Us is awful! You try and support your local toy store as oppose to going to WALMART and I wish I would have went anyway! I purchased a 250.00 barbie jeep power wheels and it was was not holding battery life very long. When I purchased it they told me I had 45 days to return it. I went to return it and they told me I had to send it back to the manufacturer. WHAT? And they didnt seem to care. STAY AWAY FROM TOYS R US on 28th and DUNLAP in Phoenix Az. Walmart may have poor customer service but at least they have a customer friendly return policy!! | |
| | 11/9/10 |
| The manager in the Dover, De store SUCKS BUTT. This Toys r Us has been claiming there are hiring for the past month, however they had done NOTHING, but accept applications and leave them sit at customer sucky service. The store manager is the worst. MICHELLE IS NASTY... She yells at customers, potential applicants, anything moving. Michell- " I have over 2000 apllications, what am I suppose to do, I get out of here a 7pm, I don't have time for my child, I only have time to put him/her to bed, on and on she went. HEY LADY its your job to hiring process, daily store operations, etc... the public is not your complaint box. Why don't you just stay your HOME because working with the public is NOT for YOU!!!! This store gets ZERO STARS -0 STORE MANAGER=0000000000 | |
| Anonymous | 11/6/10 |
| Could someone please turn down the heat in the Santa Rosa location. Maybe 5 or 10 degrees. Myself & other co-workers are way too hot all the time. I've even had about a half a dozen customers telling me it's way too hot in here...... We want customers to spend time in our store, not leave because they're taking off their scarfs, sweaters & jackets. Christmas is coming & we want all to be comfortable.... | |
| Dori Holmes | 11/6/10 |
| Customer service??? OMG what a JOKE.. No wonder you people are not making any money. I think someone needs to watch under cover boss and go on there. How are you going to have sign's about layaways all over the TV and internet as well as the store but then tell me that your no longer doing them?? And then RIP the sign down in front of me when I point it out that you still have big toys till Dec 4th.. Well let me tell you I will NOT shop at your store ever again | |
| Teressa | 11/6/10 |
| I saw online that ToyRus had a vetec nitro on sale for 19.98. P/C to store(Gastonia NC) said they only had 1 left(purple)(I wanted blue for a boy)but I decided to get it anyway since it was the LAST one, so 30 min drive to store(because your directions on your site ARE WRONG), waited at service desk 10-15 min sent to register to wait 15minin line to pay(also purchased warranty).I started looking around the store they had ALOT of them blue/purple under the same clearance tag. I took the blue to the front desk(waited 15min/or so. ask if I could change the purple for the blue,they said I could. Louise(at desk) took the purple out of the bag and put in the blue.I decided I could also buy the purple for a girl Louise sent me back to reg line waited another 15min.It occurred to me that the warranty may be item specific(which it was) so I put the purple back in the bag and tried to purchase the blue w/warranty it rang at 49.98. Eon at service desk pulled me out of line an said that I had to pay reg price for the blue as the barcode was different.I told him the situation w/Louise changing the items out in the bag an they were both under the same clearance tag. He called her an SHE LIED an said she told me they could change them out as long as the price was the same. If that had been the case then why did she just pull the purple one out of the bag an put in the blue?? Dont they have cameras at the service desk?? I asked for the district mgr name/# Eon said he was in charge and I would have to deal w/him!So I ask for corperate. Another 30min! He gave me the # I called them while in parkinglot. after another 25min on phone they said it would be 3-5 buis days before someone called me. when I said I wanted this resolved now she put me on hold for 14 mins, TO CUT ME OFF!, 3 more calls to this number resulted in nothing. The 4th resulted in finding out this was NOT corp at all!! SO corp you do the math on how long I let your representatives jerk me around!!! Oh and the time I spent on this. DO YOU ACTUALLY READ THESE OR EVEN GIVE A CRAP!!!I always have shopped with you but not anymore! After reading alls these BAD reviews maybe when you take a financial hit you will get your **** together an start treating the customers with some respect for paying your salaries!! | |
| J. Edward Miller | 11/1/10 |
| My wife and I were shopping at the "Babies R Us" store in Monroeville, PA today when we both needed to use the restroom. As I approached the Men's Room another gentleman and his young son were exiting and he expressed to me his disgust with the restroom and said he would not allow his son to use such a disgusting facility. Upon entering the restroom myself I could understand why. There was trash strewn about the floor, not to mention the overwhelming amount of Urine and Fecal Matter not only on the floor but also on the wall!!! When I turned to leave the restroom I noticed the daily checklist on the door that labels when the restroom is cleaned, to my dismay the last time anyone had even checked the restroom was at 9 A.M. on October 24th!!!! Today's date is November 1st! When I spoke to my wife about my disgust she stated that the Women's restroom was just as bad. I immediately sought a manager to express my discontent with the store. The manager was very polite and informed me that the stores employees do not clean the restrooms and that a cleaning company is contracted to do clean up. In fact another store employee overheard my conversation and informed me that none of the employees on her shift will use the store restrooms and will in fact leave to go to another facility in the area if they have "Nature Calling" This is a total lack of commitment to your customers and employees alike. If this situation is not corrected in an appropriate time frame I will contact the "BBB" and do everything in my power to insure this store is shut down for health code violations. | |
| Bryan Pendleton | 11/1/10 |
| I acutally have a slightly different story. I went to an interview for Asset Protection at a store in Palm Desert, CA; adderss is 72314 Highway 111. Anyway I got there and about 9 other people went for the interview, at the same time! The lady took everyone into this tiny room with one raggedy table. She had toys spread across the table and I didnt really think about why at first. So instead of an actual interview she comes up with and get this; "Make an infomercial with one of the toys off the table". OH...KAY? This is starting to be a weird interview. So if that wasnt tacky enough she comes up with; "Try to sell me something of yours and the ones I like best will go on to the second interview". Couldnt believe she was serious. Everyone participated but it was easy to see that people were thrown off by the oh so tacky interview. A few applicants including me brought resumes to give her but not once did she ask about our skills and job experience nor did she ask for resumes if we had them or not. So she interviewed 10 people in about 35 minutes or less and she actually thought that was professional. Not! Out of everyone in the room I know for a fact I was the most experienced in asset protection becuase I been in retail for years and have done asset protection off and on for two years. The interview was Oct 6, 2010 HR check your employees. | |
| Sara | 11/1/10 |
| I was told today the I could not pick up one of my registry items because I was not the person who purchased it. I have family and friends out of town and I wanted to register for my baby products to make it easier for everyone. Even though I'm the registered party and if someone goes to my site and makes a purchase and has it in store pick up...I can't pick it up even though it's MY registry? What sense does this make? In order for an in store pick up you have to have a valid ID with the name and address matching the billing statement. REALLY? When I asked why, I was told that it keeps your stuff from being picked up by someone else. Still, does this make any sense?? That is a real inconvenience. Why doesn't Babies R Us make it to where if you show a valid ID saying that you are the person on the registry then you can pick up your items. If I would have know this I would have NOT chose Babies R us for my baby shower needs. I'm sorry but this policy sucks and it's crazy. What does that say about your company if you were handing out items to people that weren't even associated with the person(s) registry. Your company needs to change this... | |
| KAREN S | 11/1/10 |
| I was trying to find out about using our rewards card. I have been making purchase my grandkids for quite a while, and finally on the website I had some certificates coming. I called today to find out how to redeem them, and why the most recent purchase was not on there. Much to my dismay, your employee, Yvonne, refused to help me because the account is in my husband's name. ARE YOU KIDDING ME? A PRIVACY ISSUE? I really don't see the relevance, as I had all the information and could verify anything she needed. In my opinion, she was just a lazy slug who didn't want to do her job. Thanks a lot, Toys R Us. I also see so many negative entries here so I guess you support your shoddy treatment of customers. I'll be doing my toy shopping at WALMART and KMART and TARGET from now on. YOU SUCK. | |
| LISA POWERS | 11/1/10 |
| All of the purchases for my son – baby gear, bedding, feeding items, three strollers, toys, bath needs, diapers, formula, you name it, has been purchased exclusively at R Us for the past two years. My loyalty was driven by the rewards incentive to earn $5.00 for every $150.00 spent by using the rewards card for every purchase. I learned a month ago that my rewards account did not have any information attached to it, meaning, every purchase to date has not earned me credits or rewards of any kind. Every time I’ve used my rewards card at the register, or online, there was no warning that it was a bad card. I assumed the transaction went through and that my points/credits were accumulating as they should be. The customer service representative told me a $15.00 gift card for the last promotional period was the best they could do to make up for it. I have spent several thousand dollars at R US. A fifteen dollar make-good is an insult considering what I would have earned if my contact information was tagged to my account since the beginning. And to boot, it's been a month now and I haven't received the gift card. | |
| Tracey | 10/30/10 |
| I was looking ever where for a wooden swing set for my son's Christmas i called about 15 different stores looking for it and everyone i talked to was so ready to get off the phone with me i felt like i was getting no ware until I call the TOYS R US store in North Charleston SC I was about ready to give up looking until I talked to a Man name Mike I later found out that he was the store manager there he was so so helpful to me in finding the swing set I was looking for I know everyone on here had something negative to say but U know Mr.Mike who ever u are I sure thank u so much I hope Toys R Us really knows that u R a WONDERFUL STORE MANAGER and thanks to u my son will have a wonderful Christmas u know things r so hard for people these days and we have saved all year for a swing set for our son and i thought he wasn,t getting it until i met a Very helpful man thank u Mr.Mike I hope u have a blessed Christmas I know my son will so thank u so much If anyone else is looking for something in NC or SC and can not find it u can call the North Charleston store i know they would love to help u out Again thanks Toys R Us for having a wonderful Employee and Store Manager Named Mr.Mike | |
| Allison | 10/27/10 |
| I’m concerned about reward system you have. We have never received reward credits based on our type of purchases: mostly Lego products, movies, Wii and car/train toys for my son. He is 11 years old. The rewards Rus 20% off on the front of card you sent us via mail is for baby gear item. On the back card has 50% off buy 1 get 1 –All Crayola items, next free Huggies when you buy two and the last 10% off entire clothing for little ones. Tell me if these are the things I can use as rewards??? You keep track of what we buy. If you cannot reward exactly the type of merchandise we buy, why not send a 20% off coupon for our next purchase. This reward system is not fair for us. We have spent a lot of money at ToysRus. Maybe we should stop buying products from you and spend our money somewhere else. | |
| Jerelyn Tadlock | 10/26/10 |
| Hi Im writing in reference to the Toys R Us in Valley Stream Long Island Green Acres Mall. I always purchase items from Toy R Us /Babies R Us for years. I have two small boys 6years old and 1 years old. I went to exchange a pair of shoes for my youngest and the sales rep Kim at customer service failed to take care of my needs. Kim told me the sales tax came up as more even though they were the exact same shoes. When I questioned kim about the way I was being treated, she told me to shut up. She continued to tell me to shut up infront of customers and other sales reps. Im very unhappy with Joe the store manager to allow this behavior in this store. | |
| TJ | 10/23/10 |
| HI I LOVE YOU NEW TOYS R US EXPRESS STORE IN THE DANBURY FAIR MALL IN CT. EVEN THONUGH THE DON'T HAVE ALOT OF PRODUCTS AND SERVICES LIKE YOUR TRADITIONAL STORE. THE EMPLOYEES ARE READY AND EGAR TO HELP THEY GREET ME RIGHT AWAY AND PROVIDE SUPERIOR CUSTOMER SERVICE. I WISH THIS STORE WILL STAY SINCE WE DONOT HAVE ONE IN MALL SINCE KB WENT OUT THIS IS SO CONVEINIENT AND THEY EVEN HAVE DEMOS AND YOU CAN PLAY WITH THEM. THIS REMINDS ME OF THE GOOD OLE DAYS WHEN WE USED TO HAVE MOM AND POP SHOPS DOING THIS I RECOMED EVERY BODY IN AREA TO CHECK IT OUT YOU WILL BE AMAZED. | |
| E. Sarah L. | 10/18/10 |
| DO NOT PURCHASE A GIFT FROM TOYS R US ONLINE. THE RECEIVER WILL NOT BE ABLE TO RETURN IT! | |
| John K | 10/16/10 |
| I spent an hour picking out ~ $300 in toys for my two kids. On a Saturday midday there are 3 checkers for about 40 people waiting in line. Its not like we all ran up at one time either. With 10% unemployment if you can't find and staff people to take my money for your company - senior management needs to replace the GM of this location. I won't be going back if that is how a company is going to treat its paying customers. | |
| shandrea minor | 10/12/10 |
| I bought a psp last year in december from the marrero store in louisiana. i call to see if they can reprint a receipt and was told they did not.While purchasing the psp i was register as a memeber of rewards r us which suppose to keep track of all your purchases like best buy. well this did not happen and now I have to purchase a new psp. but im going to best but this time or walmart. | |
| Monika | 10/12/10 |
| Your board game rebate offer is very clearly stated as "get one 30% off coupon per game traded in". It's too bad Toys R Us will not honor it. I traded in 4 games expecting to receive 30% off 4 new games and was told I only get one game at the discount. What a "Bait and Switch"! I complained to the Manager of store # 8016, customer service and corporate headquarters and am VERY dissatisfied! | |
| DENNIS ROBBINS | 10/10/10 |
| AFTER CONTACTING THE BBB ON TOYS R US I RECIEVED A REFUND FOR $649.00 ,I TELL YOU EVERYONE WITH A BAD PRODUCT FROM TOYS R US SHOULD CONTACT WWW.BBB.ORG .ITS TIME FOR THIS COMPANY TO SERVICE WHAT THEY SALE! | |
| Sheri Scott-Sims | 10/10/10 |
| St. Louis, Missouri store- I took my son to Toys R Us to purchase a gift for his 8th birthday. Against my better judgement, I allowed him to pick out a remote control car that cost $69.00. After opening the box, we realized that the car itself was actually just a piece of flimsy plastic and not a hard plastic molding that is usually used to manufacture these cars, so I decided to return the car to the Toys R Us store that i bought it from. I proceeded to gather all of the packaging as well as read the back of the reciept for the return policy and could not believe what I was reading! It stated that once the packaging was opened, regardless if the item was utilized or not, that you could not return it. You could only exchange it for the exact same item. I immediately called the store and asked for a manager and she confirmed that they would not accept the remote control car back as a return, but that she would give me a store credit. I will never spend a nother dime in Toys R Us again, and I have three children as well as countless nieces and nephew that I purchase toys for throughout the year. But I am filing a complaint with the better business bureau, because they shoild have explained their return policy to me before I purchased and item that I could not return once it was opened! | |
| Valerie Bell | 10/8/10 |
| Augusta Ga. store, I went to buy lego Batman hero pack and ds game. They were listed in your sale paper. I had to travel a cross town at gas 2.69 a gal. Only to find out they did not have any and would not get any. The manager said all stores do not get what is in the ad paper, now this is not the first time this has happened. I worked in retail 32 years and this is fausle advertising. Also the associates felt bad and felt ashamed at Toys R Us. Like I said this has happened more times then I can think of. So this was the last time I will shop Toys R Us or Baby R Us. In fact I was going to get a Babys R Us gift card along with the batman stuff. But went to Walmart and got the DS game and the gift card. After reading all these other unhappy people it seemd Toys R Us does not care. I feel sorry for your company and the peole who work for it. But not so sorry I will shop there again. | |
| Richard Szathmary | 9/22/10 |
| I simply called the 800 number given on the website and asked very politely for the proper number for corporate HQ in Wayne, NJ. The operator on the other end actually told me there was no such number, that the "only way" to contact the company was via e-mail on its web site and that they'd "probably" get back to me in 3-5 business days. When I replied that this was impossible, that surely they had a main phone number, she kept insisting there was no such thing. Really, this is taking being a gatekeeper much, much too far, and her stubbornness was dreary to deal with. | |
| Lee Ann Boulos | 4/23/10 |
| Very disappointed in your return policy. I rec'd a gift not able to use it..and I am not able to exhange without receipt. Your store should offer exchanges...that way you will have more business. | |
| Elaine Corcoran | 5/15/10 |
| I have been a toys r us customer for over 38 years. Now a grandmother I'm at the store a number of times per month buying toys or art supplies. Last week I bought four helmets with knee pads for my grandchildren at $25.99 each. K-Mart and Target have the same helmets for $14.99 each. When I called the store (5th Avenue and 167 Street, No. Miami Bch.,FL) they said they cannot match the price. I also attempted to buy the Disney Princess Hot Wheels and Suzuki Quad Racer. The store only had assembled items and there was an extra free attached. A friend of my went to the Pembroke Pines store and purchased them for me unassembled. If you add the price of the of the helmets, Hot Wheels and Suzuki you will see just how much I spent. I could not recieve any points on my Toys R Us card because I was unable to buy the bikes in No. Miami Bch. Due to these circumstances and poor policies I WILL NO LONGER BE FREQUENTING YOUR STORES. | |
| Edwyn Claude | 6/2/10 |
| Greetings, I was very disappointed because your employee(s) security guard and store supervisor Erik at store noumber 8709 have no people skills. | |
| Carla Nieman | 6/4/10 |
| You guys need to do better about debit card purchase ID's. Someone chared $400.00 on my debit card at one of your stores. I have NOT been to Toys are us in years! They completly wiped out my bank account!!!!!! Somebody hacked into 4 banks and stole debit card numbers and sold them to people in Mexico. Beware! I am going public with this loud and clear!!!!! | |
| De | 9/14/10 |
| :-) | |
| aisha | 9/17/10 |
| Customer service SUCKS. Never shop @ toys r us in Media, PA. Lisa a store associate had the WORSE attitude ever. Trust walmart has the same items & are MUCH cheaper. | |
| Maria Johnson | 9/20/10 |
| I am going to tell everyone about Toys R Us. I have signed up for three of your locations. Before I finished the application good. They will send you a email that you do not meet the qualifications. You do not get a job. They always say that they have openings. You must only take certain people of ethnic groups and/or certain people of age groups. I have read some of your results. I will find someone to report you to about your unfair hiring practices. I will like a reoly from you explaining what you are going do about your stores. My email address is: johnsonmaria135@yahoo.com. | |
| REGAN J. KIEFF | 6/21/10 |
| My wife and I purchased a Banzai Falls Sidewinder waterslide from Store Number 8754 (Savannah, Ga) on April 23rd, 2010. The purchase price was $449.99. On that same date and time we also purchased a two year protection plan to go with it. The purchase plan price was $47.99. The only way I was going to spend the money on the slide is if it came with a two year warranty. The slide recently developed a rip and I contacted the number on the receipt for the warranty. I was told by a Toys-R-Us rep that the store should not have sold me the warranty because they stopped offering warranties on slides in 2009. Again, remember, I would not have purchased the slide without the extended warranty. I called the store and they told me that even though it was their mistake they could not except the return of the slide and all they could do is refund the price of the warranty. This was an erroneous sale made by Toys-R-Us, therefore it should be their responsibility to correct it. I'm in the military and $500.00 is not easy to come by, that's why I wanted the extended warranty. Please give me a call in an effort to fix this problem. Thanks, Regan Kieff 843-816-2345. | |
| Lori Wilkins | 6/21/10 |
| shopped at store (8371) johnson city tn Im a very dissapointed customer! i went to toys r us to by a swimming pool for our kids found the one we wanted that was on sale and also had a promotion with a free pation set. wow we were excited and chose that one. well we paid for the pool and then they came and told us they had none, they went and searched for 30mins then they said they show they had 2 so they searched again, we were there for awhile then they found 1 but guess what no pation set. they said they couldn't do anything about that. so we were once excited to no longer be excited. we always shop there but this has turned me away because you never know if what your going for is actually in stock very dissapointed. If you are advertising something is free you should make sure that you have enough for each product if not pull the tag off very misleading. | |
| Dennis Robbins | 8/23/10 |
| I purchased a water slide in Wilmington ,N C . In less than 2 months the side has busted. Toys R Us would not help in any way . The price of the slide was $649.00 i am contacting the BBB .I would suggest others due the same ! Maybe they should think about changing thier name Customers R not Us | |
| Shalyce | 8/23/10 |
| I am a long time customer of all the R-Us stores. Due to an experience at the Overland Park location with the manager Joshua I will NEVER AGAIN shop any of the stores. Horrible customer skills and very poor judgment on how to treat people in general. I was treated completely differently than the women before me, who were white females, me being of mixed background. I went to exchange a top that I had purchased and was damaged. No longer had the receipt because all the other items were worn (I was at Babies-R-Us) and I was unaware this top was damaged. The seam was sewn right over the sipper so it wouldn't unzip. I was flat out told "no" and then he proceeded to bait me into an argument in front of the store. It was absolutely the worst shopping experience I have ever had. I am aware of the poor exchange, return policy of this store. Unfortunately, I had a situation last year where my child received two of the same item and the store would not let me exchange for something else. In the long run, both were purchased from Toys-R-Us but I took one back to Target who gladly exchanged it for me. After that my faith in this company was low, but not lost. Now, it's completely lost and I will never step foot in the store again, which is very dissapointing to me. | |
| Tiffany | 8/5/10 |
| I am very dissapointed ! in your return policy as I and many others are. I recived a baby shower gift just wanting to exchange it for the correct one on my registry. I was of course unable to, I understand not giving a merchandise card but, not to exchange for something on a registry is a very poor policy. | |
| David Haemel | 7/22/10 |
| We are totally dissappointed in your customer service, or as it should be better called we can't help you service. We purchased a Hot Wheels set several weeks ago as a gift. It was in need of return. However we had lost the receipt. The store refused to help. They told us to call the customer frustration line. So we did. It got us no where, except here, which is more frstration. Had to have a receipt they said. Well why can't you be like Walmart, K-mart or Target and give a gift card in the sale price, so you can keep a customer, and not lose more. You get the item back to sell, and keep a customers loyalty. Instead, in our case, you will lose $1000.00's of dollars from the posts we will make on facebook (100's of friends will read this online on sites we post this story, like facebook), and in our town, and our friends will have nothing to do with TRU this holiday season. It's no wonder you have financial problems. And we intend to make sure they get worse. As we spread the word of how customer unfriendly you and your corporation is to what are now, and will be more......... former customers. | |
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