Toys R Us Complaints Continued... (Page 2)

I was recently shopping at the Toys r us in new port richey, fl. I usually take my son there and don't really mind the prices being higher than walmart, because I liked the environment of being geared completely around children. I have always appreciated the customer service, until today. When they customer service goes, and the prices are still higher, definitely not worth it. My son and I spent alot of time today walking around the store making our christmas lists for himself and everyone else. We planned on purchasing a few small items. One of which was a small lego set, that was fully stocked and labeled on the shelf. The entire time we were there he was talking about it, and looking at the package telling me all about it, super excited to hurry home and build it. When we went to ring up the cashier said this is not available to sell. I said excuse me?

She said I can't sell this to you until tomorrow! I looked at my son with tears in his eyes and asked isn't there anything you can do? She said no. So I asked for a manager. When she came up, she would not look at me or speak to me directly. My son is now crying. She looks at the screen, says "thats not for sale yet" I again asked isn't there anything you can do? She said "no" and started walking away still without even looking at me. I asked why was it stocked and labeled on the shelf? After I was ignored, I asked for the corporate number, she mumbled 800 toysrus and kept walking. I asked the cashier their names, and walked out without purchasing anything. I called the 800 number from the parking lot and live chat with customer service when I returned home. We then went to a birthday party ( geared around lego), so my son was sure to tell everyone about the lego set he almost got today, and why he didn't.

Every parent there told me that I behaved way too calmly and they would have been yelling in the store. I guess I was in aw about the whole ordeal, besides what kind of example would that set. My son was already asking why they were being so mean at the store? It is bad enough to treat an adult poorly, yet to upset my young child like that is completely unacceptable! Everything on our list is available at walmart, target, kmart, amazon. We will not be shopping at that toysrus this christmas or ever again. I will however be sure to tell everyone I know about the horrible experience.

Your rewards program is a joke! I just canceled mine as I have been buying gifts for my grandkids for years and have never received a single point to use towards any purchases. When I ask at the checkout stand about my rewards, no one seems to know how to determine where to find my points. I give up. Headache over this ---- GONE !!

I returned 2 separate packages in the mail. I rec'd an email confirming receipt of the return on 10/7. The two reference numbers for these credits is 393681757 and 393685517. I never received the refund to my original form of payment. I called Customer service on 10/22 and complained of not receiving funds back to my account. Customer Service filed a case to the Billing Department # 151021-002379. I was advised I would be contacted in 3 business days from Babies R Us Complaint Billing Department. I was never contacted by Billing so I called back Customer Service on 10/28 and provided them with the case number. I was advised that they couldn't process anything further and basically telling me there was nothing that they could. This is literally the worst customer Service I have ever received and not to mention you can barely understand anything of the reps say when you call them with an issue or a complaint. I will never shop here again!

Introduced by my friend it was my very first visit to babies R Us . Excited i was due to the fact im going to be a grandmother for the first time and thought it to be a place of business i would return to for a long time. Its been far from that . I experienced the worst customer service ever. I was in the store for a good two hours and spent over $1,000. When i got home i realized i was missing 5 pairs of baby shoes that were bagged separately. I wasn't notified at all. The store had my information because i ordered a crib and received a rewards card that day. When i called to inform them i wasnt given the items purchased the response from the clerk that waited on me was a chuckle and " oh yea the bag is right here, i must have forgot to give it to you , and do you have your receipt? " I explain to her yes however i would need to send my sister with it due to my injuries from a car accident and not feeling well. She then said , " oh im gonna have to ask my manager if that's OK" . I said , really?

But im sending her with my receipt. " she said yea ill get back to you hold please.I couldn't believe she was going to put me on hold and discuss such a open and close situation when after just leaving the store and purchasing the amount i had with them. When she returned after leaving me on hold for well over five minutes i told her just that and that i would go in myself. As i arrived 30 min after the phone call i stood in line as the same girl that waited on me and confirmed on the phone it was her , walked by twice behind the register ignoring the fact i was there. I then related to someone else i needed to pick up some paid for items. It was only then then she decided to help me and retrieve the bag from an office. I left ,went home and decided id better look over my purchases. I came to the spa bath and noticed the tape on the bottom didn't look completely on the box. I then realized it had been opened and looked used by the water spots and scratched dirty surface.

I immediately called and was left on hold for ten minutes until after being transferred to the manager. She apologized and said to go in and they would have another ready. The next day i went in and the exchange. The following two days i received a call stating the crib I ordered was in. I called back to confirm why it couldn't be delivered and i was told it could but i would have to pay $100 to do that and additional $25 for every step after the first 6. I was almost considering but my brother in law said he would pick it up. The next day my family and i went back to the store and picked it up and i purchased another $260 of items. Oh the day i returned the bath i purchased $180 of baby items too. The following day after picking up the crib my brother in law noticed there was a crack in the wood if the crib and hole in the mattress i bought there too. My hands went up and i began to cry. My sister had to take it from there. We're still jumping through hoops to get my grand daughters space together and hoping it will get done before she arrives. We have one week left. I will never spend another dime at this business again

I was waiting in line for awhile before the Toys R Us opened, line wasnt too long so I knew I was one of the first 200 customers. Finally, my family and I got to the front of the line and they had just run out of the little goodie bags they were giving away. However, you look over and people were walking with two of those bags in their hands. Myself and the three customers in front of me had told them that we felt it was unfair as we had been standing in line early waiting for this gift. They literally said "Oh Well." I was mad, but brushed it off because their was nothing they could do anymore.

However, some of the thing the employees said to me didn't sit well with me. There was a Disney chair (Minnie Mouse) that had the incorrect price on it, so I was trying to get an employee to help me figure out the correct price. I walked over to the electronics department and asked a man if he could help me. He said "Well I'm in the electronic department, go find somebody in red." I walked to the next employee, which was all the way in the front of the store (I did not see any employee in the middle or the back of the store), he was the line monitor. I asked if he could help me or at least help me find somebody to help with my question. He brushed me off and said he can't leave his area because he had to monitor the line. I understood that, however, he had a walkie talkie. Why couldn't he ask somebody using that? Isn't that what they have them for?

So finally, I went to the clothes dept and there was two people standing there. I kindly asked one of them to help me. She said yeah, but sounded hesitant as if she didn't want to walk all the way to the back of the store. Then the price on the minnie mouse disney chair ticket said $59.99, but was ringing up $69.99. She sounded as if she was mad about having to give me the item for that price & was saying something about "this is what happens when ____ doesn't let me do my job." The ___ meaning I do not remember the name she said, I think she was talking about the manager.

Went to go to the check-out, ended up spending about $100 because at that point, I just had to get out of this store. The lady that rang me up did not even say hi or how are you. Just took the stuff, rang it out, and we were done

About a week before Christmas We purchased a Tabeo tablet for my daughter, with the extended warranty. About two weeks later we returned it because the touch screen would not work at all. All the employees including a manager said that several had been returned and it was not a good product BUT my daughter loved it so much so we exchanged it. NOT even a week later this one went bad as well and they gave us a Lexi book which lasted for a...about 2 months. I am sending this complaint because I have purchased the warranty and now nothing can be done which is ridiculous! How can you spend so much money somewhere for the customer service to be so poor and Toys R us is obviously standing behind both products because they are both still on the shelf! Never again.

I had a very disappointing experience yesterday in Toys R Us Hato Rey Puerto Rico I recently purchased a 7 inch Tabeo Tablet for my daughter during the month of December. The thing is the equipment turned out to be defective tablet wont turn, the screen didn't work. So I went yesterday to the Toys R US Where I bought it the one in Hato Rey, Puerto Rico, to have it exchanged by another tablet or for a refund.

And not only did I wait sooo long in line I was attended by this obnoxious assistant manager , whom which after looking @ the tablet just simply told me she couldn't accept the tablet because the manufacturing company wouldn't accept it. I told her the Tablet had arrived like this yet she didn't do much or anything to help out in this situation.

All I can say is that Toys R US.. should emphasize more on customer service which is very low quality, they don't seem to hire a lot of employees although the stores are very big. Sometimes you have to walk around for a while through out the whole store in order to receive some assistance by a employee. As far as this situation I feel totally robbed/Scammed for my money.

Employees are supposed to assist customers diligently and efficiently on any situation. But I just sensed they don't really care even though my daughter was next to me while I was trying to exchange the item ( Which obviously made her very sad, she wouldn't stop crying on the way back home.) I simply don't understand why wouldn't Toys R US exchange my item or give me a full refund it seems there always some sort of controversy or excuse to their own benefit when it comes to exchanges or refunds.

Other stores like Game Stop, Electronics Boutique, Wal-Mart, Amazon won't give those obstacles when it comes to exchanging a item which they also sell a whole lot CHEAPER. Iam beyond indignated because the store manager totally wiped her butt with my receipt ( The purchase had been made less than a month ago) And even though she did admit the Tablets were in fact coming with defects she declined to offer any assistance or a exchange, refund, store credit whatsoever.

Usually I never really buy often in Toys R Us... because there isn't located where I live & because I don't find the prices of the items cheap or affordable.. compared to Wal-Mart or K-mart or Game Stop , AMAZON . But this incident totally made it for Iam never BUYING ANYTHING ON TOYS R US ... EVER AGAIN.. and will give NEGATIVE RECOMMENDATIONS to relatives and Close ones based on my Personal EXPERIENCE. I WILL NEVER BUY HERE EVER AGAIN. EVER AGAIN, EVER AGAIN. THEIR RETURN POLICE IS A VERY FICTIONAL POLICY.

I showed up at one of the Toys R Us stores in Waterbury, ct at 10:30pm to wait for the midnight sale to find out that all midnight sales started at 8pm. The flyer said the sales started at midnight so I am very upset to find out that people were able to shop the midnight sales at 8pm. There were several items I wanted to get my children that I couldn't get because they sold out by te time I got there at 10:30. This is extremely unfair and false advertisement.

I came in to toys r us on Saturday and bought a dress there for my daughter. The problem is that I live an hour away and the tag that makes the alarms go off was left on it. Of course it didn't make the alarm go off when we left. Just wanted to let you know how much of an inconvenience this is because now she can't wear her dress until I can get up there for the security tag to be removed. I am a working mother and can't just run to Johnson City any time I want. Thank you for your time.

I made to purchases at the same time. 1 for 198.68 and one for 142.95. When I looked at my account there is a 2 extra charges of 177.64 & 126.14. So I called your customer service number which I was told that this was a hold for 3 to 5 days. Which I am still trying to understand I order from online web sites all the time NEVER have I had this happen. So I was told I would be credit back this amount after 3 to 5 days. So now I have total charges of 376.35 & 269.09 which 645.44 which should of only been 341.63. Not happy about that you never stated that these charges would occur and now it will take up to 3 to 5 days to release these charges.

Then later this evening I look at my bank account and these charges of 177.67 & 126.14 have been added to bank account again. So now for a purchase of 341.63 I have a total of 949.25 please tell me how this is possible. So I have to get back on the phone again with your customer service he tells me that is just your policy was again I ask how is this POSSIBLE! So he says we can do a 3 way call to my bank to see if there is anything we can do about this issue. So we contact my bank which will not do a 3 way call. So now I have been on the phone for an hour and half between both phone calls. So then I have to contact my bank. It is not a my bank that is putting these holds on my purchase it is your POLICY so I'm being told.

I WILL NEVER ORDER ANOTHER THING FROM TOYS R US again how can you think that this is good customer service. I just dont get it I will be placing my orders from another company next time I just don't understand why! I was just trying to get my grandchildren Christmas presents in another state but I will go somewhere else next time with the money being taken out and with the frustrasttion over the whole order. Which I haven't even recieved yet.

On the wed before halloween my sister and i went to several stores in okc looking for my 3 year old son a transformers bumblebee costume for my son as well as a costume for my younger son and my sisters son. We purchased some clothes and 4 costumes. My son was so happy when i told him we finally found his costume after a full day of searching. I left the store with one large bag assuming everything was in it after all, i had left my drink on the counter and my cashier ran it out to me. I live almost an hour and half away from this store and after arriving home realized i had no costumes! I immediately called the store and they reassured me they would leave it at front desk for me. 3 days later itook the hour and half trip AGAIN to get the costume he had been wanting and they told me they had reshelved and sold them!! I feel they tried to double their money and not care about their customers. The manager was rude and just said all she could do was give me a refund!! thanks for ruing my 3yr olds first halloween he was actually able to tell me what he wanted to be.

Today I went to Toys R Us store on Mid Rivers Mall Dr. in St. Peters, Missouri and had another horrible experience. Toys ‘R Us often offers a promotion during the shopping season that is Buy 2-Get 1 Free on video games. My mom bought a video game for my husband, which he also received from someone else. When we tried to even exchange it, not return it for money, but even exchange it, we were told we had to find a game of equal or lesser value.

The game was purchased for $59.99, but because it was part of the Buy 2-Get 1 Free promotion, we could only exchange it for $39.99. I would understand this if we wanted our money back, but we wanted to EVEN exchange it. The cashier, Kathy or Cathy, was extremely rude and was even in my face at one point. The issue is that all we wanted to do was even exchange one game that was a Toys R Us gift and get a new one. It is not our fault that your company chooses to run promotions before Christmas but not honor them after Christmas, when many people will be making returns, or in our case, EVEN exchanges.

This has happened on numerous occasions to me and my mom, who is a regular customer and member of your rewards program. It is ridiculous that your customers are treated with extreme disrespect and made to feel stupid because of your return policy. Neither I, nor my mom will be shopping at your store anytime soon. This is very sad for your store because my husband and I are expecting our first child in August, and I was planning to register at Babies ‘R Us.

I will not be registering there anymore because of the extremely poor customer service I have continued to receive. I do not want to put myself through having to make any Toys R Us returns after my baby shower and I don’t want my friends and family to be treated with the same disrespect that my husband, mom and I were.

My mother purchased a Nintendo 3DS game system from Toys R Us at the end of December for my daughter for Christmas. My mother leaves for Florida until March, so she purchases XMAs gifts early. My daughter opened up the system on Christmas morning and it did not recognize cartrige games. I went back to the Toys R us where it was purchased and was told I needed to either get a hard copy of the reciept or my mothers Rewards number so they can look it up electronically. This was the first week in January.

The associate never brought up an issue with returns past 45 days or anything like that. I was told they would honor the return once a receipt of purchase was obtained. Went back a few days later with the rewards number. I was then told, they needed a hard copy of the receipt and could not only use the rewards card number. This was a different associate who now tells another story. I then call my mother and have her FedEx the receipt to me from Florida. The following week go back to the store for a third time and am told they cant return it because it is past the 45 days return policy.!!!! They were the ones who made it go past the 45 days beciause of the running around and miscommunication.

I then was told to go through the Nintendo manufacturer and have it replaced. I spent 2 hours on the phone with someone from nintendo who just told me to return it in store. So, for a fouth time I go to Toys R us and relay this information to a manager who says that his sales people should have told me about the treturn policy on the first trip back in January. It is now mid February and I am still being given a hard time because of sales people incompetency and a managers inability to take responsibilty for ignorant sales associates. I am going to call customer service/headquarters and lodge an actual complaint as well.

I was in the store with my friend that was picking up a "store pick up." She ordered this item and hour before she got to the store and they said since she came in so quickly she will need to leave and wait another hour and then come back because there is a process they have to go through and she came to soon. We went in the store to get the item for them to give it to her and they said they couldn't give it to her because it hasn't dropped into their system yet whenever she could see the item was paid for and was going to be coming into their system. She also said she could cancel the order that she already paid for and pay for it again in the store and the money that she paid for the toy online would take 5-7 bds to get back onto her card that she paid for the toy for. When my friend went back to get the toy (since they wouldn't get it for her) they were talking about her right in front of me and other customers saying, "she knows better, and I'm gonna kill her." I let the manager know what her employees were saying about my friend and she did nothing and was no help about the entire situation and my friend had to go back later and get the toy. Once we left the store because the toy "wasn't ready," we came back to our workplace and got online to see if it said it was ready and it said the toy was ready for pick up! We just left the store and they wouldn't give it to her. These people were rude, didn't care, unprofessional, didn't apoligize, and was saying mean things and threaning things about their own customer that was spending money at their company right in front of customers and her friend. This is the worst business/customer service I have ever seen.

The group interview was awful! We had to do a partner activity where we had to tell each other why we "deserve" to work for Toys 'R Us and tell it to the Human Resources (HR) Manager. Then, we got called in one by one for individual interviews, where we were asked the same question. The individual interviews were with the individual, the HR Manager, and some other manager, who looked like Guy Smiley from Sesame Street with giant, white pieces of Chicklets gum for teeth! If you're too dumb to figure out why people want to work for your company, you shouldn't be working!

The orientation was even worse. We watched an hour and a half of videos, filled out paperwork, and got a "grand" tour of the store. The best part of the whole orientation was the video on Code Adam (finding a missing kid in a store program). When it came time to ask questions, the HR Manager (who was running orientation) couldn't even give a straight answer to anyone's question.

I did a bit of research on my own about the company and tried to find straight answers to questions I had. What I learned horrified me the most. Even though the employee handbook and the orientation videos say that employees are supposed to be honest and report dishonesty and not "trash talk" the company, the company is intentionally misleading customers, employees, potential hires, and investors. As of this posting, Toys 'R Us is $5.12 billion in debt. They have carefully tried to hide this fact.

According to the CEO, if they don't meet or exceed their Holiday Sales numbers they had prior to the recession, the company could go out of business entirely. His plan is to meet or exceed the Holiday Sales numbers, instead of finding other ways to reduce the debt. How are they supposed to even pay their employees with that much debt? Employees, investors, potential hires, and customers should be worried about what will happen if Toys 'R Us don't meet or exceed Holiday Sales numbers this Holiday season. What should potential hires and employees do if they know this? Stay silent?

This is truly a strange and somewhat scary experience. What is someone to do with something like this?

We purchased two of the same item at $17.99. One was discounted by 50%; the other charged full price but under the item a notation was made as 50% off item but shown as 17.99-0.00 and yet specified a refund price of $14.21. We were charged the full $17.99 and when we went back to the store to complain, not even the manager could understand what was happening. They only would process a $9.00 refund; yet we paid tax on the $17.99! Another item was charged at $23.99 but again a notation was made as 50% off but shown as 23.99 -0.00 with a refund price of $18.84. This they refused to do anything about it...didn't even understand their computer or what happened or why tax should be refunded...not even the store manager. This is not about .63 in tax on the first item or even about a discount on the 2nd item, it is about principles!Like Bill Clinton said, just do the math; well, don't ask Toys R Us people for that...they don't even get the basics. No wonder company isn't doing well.

I called in about being shipped the wrong item. I spent 45 minutes on the phone and after finally speaking to a supervisor I was promised the correct item would be expressed mail to me. After 15 days I called in again and after 2 hours on the phone I was told I would have to wait 3 to 5 days for customer relations to get back to me to tell me when I would get my item shipped. I once again talked to a upervisor who told me sorry they couldn't help. I would have to wait for a different dept to find time to call me back. The supervisors other suggestion was to cancel my order and to credit me back. I took this option since I had already wasted to much of my time on this. I will cancel my toys r us credit card and I will never shop there again. The customer service sucks, they don't care about their customers. I guess it's because it's the holidays so they are making money right now but they have permently lost a customer.

Recently I returned items to toysrus with receipts and unopened . The amount of the returns were fairly large because the items included a wii u system and games. The items were accepted without any comments. I also purchased other items that my grandchildren wanted for Christmas. I returned to the store and tried to exchange a wii skylanders starter pack for a wii u starter pack. The store did not have this item.

I went home and ordered it from toys r us on line. I took the original wii starter pack that had never been opened and include the original receipt. I was told that I had been blocked from returns. I am stuck with a toy that is of no good to me. I have called customer service and told to call back later because the service representative didn't know what to do. I have sent 3 emails concerning the hassle frr returns but have received no response. I would like this issue resolved.

My compliant is that no where in their policy does it state that you are limited to the number of returns that can be made within their time limit and with an original receipt.

Item missing from bag when I got Home. Tried calling was on the phone 1 hour and 13 min before they picked up the call. I was standing at customer service by then And I was Not Happy. I also asked the cashier when purchasing an outfit if she got the security Tag removed she said I got it. When I got home it was still on the outfit. When I pick up the Item it had a note on it that said I forgot the item and it was payed for. I did not forget the Item it was never put in the bag. If your not going to answer your phones at Toy R us please dont tell me for over an hour my call is important to you. I am tired of excuses just do your jobs Better.

I am highly upset I made an online purchase on 12/17/12 to pick the items up a t a store. I than noticed that my order was cancelled because the store didn’t want to fill the order. As soon as my order was cancelled I feel as if my funds from my credit card should have been immediately released. That was not the case here it is almost Christmas and I cannot get any gifts because TOYS R Us has my money on hold due to their negligence.

My credit card will not release my funds until someone from TOYS R US contacts them. I am sure you will tell me the same thing that several of your customer service reps said which is it is not your problem. Customer service satisfaction at its finest.

I have contacted the better business bureau in reference to this matter funny enough I am not the only customer who had this issue. I hope everyone at TOYS R US enjoys their holiday because mine has been completely ruined.

Very dissatisfied customer...

I shopped for X-mas at a Toys R Us store and bought nearly $200 worth of stuff. I wrote a check. It cleared 4 days later and then 5 days after that they credited the money back to my account. Wanting to do the right thing I contacted them and now it has been a week and a half of Hell trying to get them to take their money back. Again, I just wanted to do the right thing and now they want me to spend my own time, gas and money to fax them a copy of my receipt just to fix a mistake that is not even my fault!

I have been extremely disappointed with every person that I have spoken with on the phone at their company. I even had people refuse to give me contact information for their "parent" company. The only person that impressed me was the manager at the store I shopped at. I went back to visit her and although she could not help me, she was understanding, courteous and professional, and a little baffled herself. Toys R Us has put a little black cloud over my Christmas spirit this year. Hope no one else is going through what I am going through.

In Dec 2010 I purchased over $300 in bicycles for my children. The bikes were on layaway until I picked them up mid-Dec as required by the store policy. I never received anything regarding my rewards and was under the impression the rewards were good for a year. Recently, I logged into my awards account and found they had posted my bicycle purchase on New Year's Day 2011 in order to put me in the black out rewards period. So I have made a call and written an email trying to get this corrected and the rewards to apply to my purchases now. NO, they cannot change it!

This is bunk really! One more way to rip off people. I went to ToysRus because of them carrying Schwin and the layaway but could have purchased the bikes somewhere else. The employees talk up the rewards program and how great it is to convince you to buy there. I am going to contact the Arizona Attorney General and see if there is any recourse in this State for what they are doing. People should gather together and file a class action suit against them.

Everytime I have been to the new Toys R Us store in Vallejo California there has only been one, rarely two, checkers. In all instances there have been long lines. Really rediculous. My husband and I were looking forward to having the store so close to us. We have three grandchildren and were going to do our Christmas shopping there. Maybe not.
Sincerely
Sarylsue DiFabio

I am totally upset with toy r us and i am would like to express the fact that i placed an order on 11/8 adn my computer crashed so i was unaware that the order went thru so i place another order WELL BOTH ORDER STARTED TO GO THRU . As soon as i noticed this i called and was told that you only have 5 MINUITES TO CANCEL AN ORDER .. WHICH IS UPSURD!!!!!! NOW MY CHECKING ACCOUNT WAS OVERDRAWM BECASUE TOYS R US WOULD NOT CANCEL ONE OF THE ORDERES. I wil make this known that NO ONE PLACE AN ORDER FROM TOYS R US ONLINE ... I AM UPSET AND DISGUSTED TO THE FACT THAT one of the two orderd i placed could not be canceled .. At this point i am wil return the items i did want and purchase and take my business elsewhere.. I will never again purchase from toys r us. My checking accoutn is now screwed up and other bills will also bounce!!!!

For a company that has been around selling toys as long as Toys R Us has, they should have their shit together by now. Only due to the fact that they will not allow me to cancel my order, this will be the last time I ever spend my money and buy anything from this company ever again. I can go to Target or somewhere else and get less headache. The absolute most ridiculous waste of my entire day that I've ever spent. I hope they go out of business, due to lack of knowing how to run a business. Good riddance.