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

148+ reviews added so far. Upset? Call Toys R Us corporate: 1 (800) 869-7787
60

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.
20

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

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

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

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

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

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

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

Things have changed since I was a kid....What is a person to do as a consumer when you cannot trust the company to purchase durable and dependable toys and to train their employees to help their customers spend their money properly. I am still in shock.
20

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?
20

Hi after i made a complaint about the toys r us click n collect selling me a toy that they did not even stock in store (leappad 1)as i was on my way to collect it they rang me and told me they dont stock this toy anymore told me i had to buy the new model which was twice the price. I then made my complaint to toys r us and had a call from the complaints department of which they said they were sorry about what happened and would compensate me for this by giving me vouchers, this was now a month ago and still no vouchers. Hope to here from someone soon or i may have to take this to the consumers rights department as i still have confirmation emails and the click and collect number for the item they gave me for the item they did not have i believe this was false advertising. Thank you for time.
40

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.
40

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

Mark A. Wisor
111 white pine lane
Houtzdale , pa 16651
40

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.
60

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

We made a couple of purchases that day, which included two of the FAO Baby Chef Ultimate Baby Food Center products, item 036711, UPC 789887301539, one for our daughter for use for our granddaughter, and another for our niece, who is expecting a baby. The item for our daughter had already been opened, and the sales clerk opened the box to see if everything was in the box. It was, but what wasn't seen was the piece with the blender blade that was completely warped, as if it had been heated up and partially melted. In addition, the container that attached to it was also damaged at the top. In essence, the product is unusable, and customer service cannot find any way to replace the unit or repair it. Ultimately, I'm extremely disappointed with my experience dealing with Babies R Us, from the supposed Rewards inducement and rip-off, to the item damaged and sold as new.
20

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.
40

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

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

The manager told him he was at lunch and the other manager wasnt responding to his radio. After waiting for about approximately 10 minutes. I told him I would file the complaint with the cooperate headquarters. The employee told me "I dont care, do what ever you have to do". Then I left. Your employees at the Riverside store are very unprofessional, have poor tact and poor judgement. I cant believe how my wife and I were treated. My wife and I will never shop at that store again. Your employees also need to be trained on how to use the stores equipment and the manager should have come out when I wanted to file a complaint in reference to their employees attitudes.
20

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.
20

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

***ANGRY CUSTOMER
40

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...
40

I purchased several items at toys r us.com. I paid additionally for the items to be gift wrapped and I included a message to go with the gifts. The items were sent without being gift wrapped and of course no message included. I then contacted 1-800-869-7787 I had to wait 26 minutes for a customer service representative to answer, then I was placed on hold for another two minutes.

I let her know how frustrating the whole experienced had been. She informed me that I would be refunded the gift wrap fee. The entire phone call was 32 minutes long, most of it was me on hold. I have never experienced such awful service. This was my first and last time purchasing anything from toys r us. com and I will not purchase at the stores either. I can honestly say you have lost a customer.

In addition, I received the order that I had shipped to my house and it was sent without a shipping box. My grandson whom I bought it for lives across the street and the surprise was almost ruined since it was left by my front door.

Your company really needs to review what you are doing and work towards improving your methods in order to be able to satisfactorily service your customers. Remember that word of mouth can "Make or Break" a business. As you know in today's economy it doesn't take long to loose your company. Larger companies have already gone out of business. It is imperative to maintain the customers you have.

When I spoke to the customer service representative, I requested for someone to call me. I'll wait and see if it happens!
20

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.
60

I have gotten misinformation from sales associates and managers from Toys r Us twice within the past 3 weeks, especially on Black Friday this week. The first time a sales associate told me that a Nintendo 3DS game would fit into a regular DS game. The store allowed me to return the item because of the misinformation. The second time was I was purchasing a Highlanders Giant for my son. I came to know that the ones I got were for the Wii U so i returned them unopened and a with a receipt.

The sales person and a manager both said that they would work on both the Wii and Wii U. I asked if they were sure if they were compatible and they both said yes. My son then opened them and tried them on the Wii portal and like I thought did not work. I was not happy that now I am out the money I used to pay for this item and my son is now very dissappointed with their after thanksgiving sales. I am really disappointed that a store associate who works in taking returns and managers would be more knowledgeable and make sure to give factual information to the consumers.
60

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
60

I was looking at the baby swings on-line and the one I was interested in said I had to call my local store to see if it was available. I called the Babies R Us in Salisbury, MD tonight, 10/19/12, to see if they had a swing in stock. When I told the person who answered the phone I was calling to see if a swing was in stock, she said "We have lots of swings". I proceeded to tell her I was looking for a particular one and that the online store said I needed to call my local store. She put me on hold for 10 minutes then I could hear them pick up the line and put it right back on hold.

It did this again in another 10 mins. Finally she got back on the phone, about 25 mins. on hold at this time, and asked which swing I was looking for. I told her and was put back on hold again. At 28 mins. 45 seconds in they hung up on me. I understand that it can be very busy at times but if she was that busy she could've just said it was very busy and I would've called back instead of wastings almost 30 mins. sitting on the phone. Now I think I will go elsewhere to find the swing I'm looking for. Way to lose a customer!
20

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!!!!
20

Toys-R-us NOT wouldn't validate cards given as a gift because I did not have a gift receipt. Totally, unacceptable two $25.00 cards. When these cards were bought they were scanned and there should be a record of that charge or purchase that can be trackable only by Toysrus. how can I do that ... I can't that's why I reached out to Corporate offices. NO HELP, hey get paid to read a script to you! Had wait over a month for a cell back after making TWO phone-calls. $50.00 lining pockets of a wealthy corporation. WRONG!, Cancelling my Toysrus card and boycotting them. Gift cards only from Target from here on now! Never shopping at toysrus again!
60

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.
20

I want to let your department know that how disappointed I am with Toysrus, a company that I always valued so highly due to providing goods to children. One and half month ago my 6 year old son whose name is Aiden and I were at Toysrus and he was riding one of the scooters there and when he turned to the book section he fall down and the scooter handler cut the area above his upper lips and it started bleeding so badly that I had to take him to the hospital right away and while I was taking him out of the store with blood all over his face and his crying due to the pain, not even one customer service rep came to ask if we need help.

My son had to get 3 stiches and the next day I came to Toysrus again to buy the Ninjago lego for him so he could feel better and wrote down my concern on a piece of paper and gave it to the client service rep and he told me that he will be sending the letter to the complaint department and I was expecting to receive a call from someone at Toysrus but not one single one.

My son's wound is becoming swollen and I took him to the pharmacy couple of days ago and the pharmacist said it might have been infected and he needs to put polysporin that has anitbiotics in it but my dad whose a doctor checked him out and he said most probably the deep wound is due to keloid reason and I'm taking him to his family doctor this week as she was away from the office.

Talking to client service rep at toysrus when I came in to write the letter the next day of the insidence, he told me that there is a policy that scooters should have only been in the scooter area and someone from Toysrus should have been there not to allow it but I didn't see the policy anywhere being stated and nobody being there to monitor. Just you know that I'm proceeding with the legal action. The location of the store is in Toronto, Ontario, 300 Steels Ave West Should you have any questions, my cell phone# is 647-764-9680 Thanks, Elham
60

Yesterday I went to your Harlow store to buy a new car seat. Id seen a few that id liked and read up the reviews on them. When I asked for someone to check my first option would fit in my car at customer services the lady was very helpful. However the young girl that came was very rude and seemed very put out that she had to fit the car seat. The car seat obviously didnt fit in our car and did would not strap in securely unless it was reclined in the middle position only. So if i wanted to recline my baby in it completely or sit him upright the seat would not of been at all safe. However knowing this the assisstant told us the car seat was fine to use in our car. She seemed more than happy to let me walk away with a car seat that didnt fit my car and was unsafe.

She didnt suggest trying a different car seat or that it was unsafe to put my baby in. Needless to say we didnt purchess the car seat but did buy a different that did fit in our car but sadly it wasnt from toys r us. I have been a frequant customer at toys r us over the last fews buying most of both my sons christmas and birthday presemts, pushchairs,baby accessories, toys ect as well as the party store online, but after the dangerous actions of the assisstant i will no longer be shopping at the chain of stores and will be advising all my friends with young children not to buy car seats from the chain either.
60

I went into the Toys R Us store on Wolf Road in Colonie NY on 12-02-12 and again on 12-04-12. The Manager’s name was Mike. He should not be a Manager of a kids toys store! He does not know how to deal with customers and has a very bad attitude! The store is very under staffed. On 12-02-12, I waited in line along with many other customers in electronics for Mike to come and type in his managers code. Because every time the associate scanned an item it asked for a managers code.

The cashier was very apologetic and said this is not what should be happening. We were waiting in line for over 45 minutes. Mike kept getting paged and he would not respond to the nice cashier behind the desk. The store was in complete disarray, you couldn’t even get through the aisles. Its dirty and toys were all over the floors. On 12-04-12, I left work to run over and get my items I placed on layaway on 12-02-12. I realized I had placed the wrong tablet on layaway.

I had intended to go back to electronics and buy the Samsung 7inch tablet that your store sells. I said I only want to cancel one item on my layaway and buy the rest. Mike said I had to cancel my whole order and then also get charged $10. I said that is not right, Walmart let you cancel items you do not want and you are still able to buy the rest of the items. Mike then said you have to buy the whole layaway and then do a return on the item you do not want. This is supposed to be a “hassle free Layawway” I said that doesn’t work because my refund doesnâ€'t go right back into my bank account and I want to buy a different tablet, I cannot wait 5 business days or how every long it will be. He said he didn’t care. Call you bank he said! I told him I was calling corporate to file a complaint which I never ever do! He did not care one bit. I took my receipt and went to electronics.

I asked one of the associated for a tablet and he said he had to go in the back to get it. There was also another woman waiting for an Ipod touch. The associate again had to page Mike the manager 5 times, he never would respond to the pages â€Manager needed in R Zone” I waited 45 minutes or more with this other woman for Mike to bring the key to unlock the back room. I said forget it and I went back up front and canceled my layaway and was charged $10! I arrived at The store at 2:30 and I didn’t leave until after 4pm! The store was not busy at all. I had to wait and wait and wait to get any help.

I drove over to Best buy and bought my video games and tablet from them. I will not buy any electronics from this Toys R Us store again unless something drastically changes! Last year when I shopped at this store around the same time of the month the store was not in this bad of condition and there were associates to help out in almost every isle and electronics. The associates would walk up to you and say can I help you find anything miss etc! I donâ€'t know if this store has a new manager, but something really needs to change! I have never had such bad customer service in my life. When I went back up to cancel my layaway I told Mike the manager that I called corporate to make a complaint, he said he did not care.

I did place a call on 12-4-12 at 3pm. I want my $10 back. If you look into my buying history I spend A LOT of money at Toys R Us and Baby€™s R Us! I will start using Amazon and Target more often now because they do have hassle free shopping, Even WALMART! I totally understand that this is a super busy time for the store, but I have seen it much more busier and the store ran perfectly. If the manager doesn'€™t care about his store then no one else that works there will care either. I also bought a few video games on 12-2-12 and I am going back to return them to the store and buy them at a different store. Thanks for your time with this matter,
60

I've called the Baton Rouge, La. Store for more than 1 hour and no answer. I initially called and was placed on hold due to another customer (in background) needing help. Employee never came back to line. This began at 2:05pm today, Sunday, Feb 7, 2015. It is now 3:05pm. I called to check on the availability of an item before going into store. I'm limited in walking due to a knee injury. Very, very disappointed!!!
20

A family member had a bay shower/bday party, and had many items to return. The family member had a return that totaled 318.00, the money was not on the gift card that was given to him by the toys r us employee. We have been calling constantly since Nov 28, 2014 about this and we have not heard from any one and we have not received a refund.
40

I waited in line about 45 minutes for the 1 person ahead of me. Toys r us employee did not greet me , just rang up my 3 items and told me the total I handed her a gift card and some change for the difference. She told me then "oh your paying with that", in a very condescending tone. I said yes I am. The manager then approached the counter to look at something from the person before me. She then said our system is down I cant accept the gift card, and started tapping it on the counter. I said ok how long is it going to be down, ill wait. She said its been down for over 20 minutes it will probably be down all night and continued to tap the card on the counter at me. I said if you think that's going to get me to pay cash instead of the gift card its not happening.

The manger turned and yelled at me and said "its not our fault the systems down! I said well how is it my fault then continued to yell. Have a nice night mam, hav a nice night mam to get me and all the other people behind me to leave the store. Well done you poor excuse for a manager. I found my purchase on AMAZON for over 35% less with free shipping. Even selling my Toys r us gift card for 20% less than its value I can still get my purchase cheaper on Amazon. Why would anyone shop at your over priced store with horrible service. Just because people come into your store from the gym, does not mean they are not business owners, who know how to run a business 10 times better then that poor excuse of a manager. THe manager could have suspended the transaction, called and verified the card value like I did, since I was using the entire card there was no reason to YELL or refuse my purchase. Keep you overpriced items Toys R US! will never be back.
60

Purchased a infant car seat for grand daughter, was currently using this device until I ca,e upon a recall from transport Canada. Contacted toys r us to inform them , they said they know nothing about it. Proceeded to give them recall info from transport Canada and they told me to stop using car seat and nothing they could do as purchase was longer then 45 days. As a retailer they should work hand in hand with supplier to ratify recall, as supplier is now stopping the making of car seats as it to expensive, what about all the people who are now out $200.00 plus they paid for Lamaze infant car seats.

Supplier is only offering giftcards to website, by the way which no longer is selling car seats , so what good is this to all the customers who purchased this item!! Also do not inform customers of recalls, which in turn puts the infants all at risk using an unsafe car seat. VERY DISGUSTED with toys r us with handling this problem
40

3/21/13 3:30 pm went to Sandusky, Ohio Toys R Us. Attempted to make a purchase w a gift card from a December 2012 purchase. Apparently gift card expired on 2/20. I was not told w original purchase that gift card had an expiration date. Male manager on duty could only say, Sorry. I called 1 800-869-7787. Spoke w Ashley.

Again all she could say is sorry and she was sending my Toys R Us complaint in. Never took any contact information from me. Therefore since Toys R Us managers and customer service staff to not really care about fixing problems that customers have, I will do my business else where.

Many stores, like Walmart, price match ads. I can take my Toys R Us ad to Walmart and get same price. Glad to know the a $20 gift card is worth losing my business for the rest of my life. I will be sure to notify my entire family.

60

I purchased $275.00 worth of merchandise from Toys R Us in Bridgeport, WV, on December 22, 2012. I returned about 30 minutes later to bring to the managers attention a discount that was left off my bill due to buying two of a certain item. I received a receipt crediting my debit card $42.40. I have never received that credit to my bank account. I called and a lady told me 7-10 business days. It is now January 11, 2013.

I have not received my credit to date. I called again, and another lady informed me, it can take 30 days, and I need to go to my bank to fill out a form and they should give me my money back while they wait for Toys R us to credit them. So which is it 7-10 days or 30 days? This is not right. I received a credit to my account and I have to go to the bank and request paperwork to get my own money. How is this my problem or responsibility. I also received a $36.00 over draft fee for not having that money in my account.

It was Christmas and I had my account figured out to the penny. So Toys R Us has now cost me $78.40. I shop at Toys R us often and cannot believe that my money was stolen from me, and now I am told I have to go to my bank and make special arrangements to get it back? So then I owe the bank when I may not get reimbursed? I have a reference number 121227-004624. I have a job, I work for my money, in this day and age $78.00 is a lot to me. I will never shop at a Toys R Us store again. This was not a credit card purchase. This was my bank account.

60

I brought my son a child tablet for Christmas with it I purchased insurance cover , within a week the tablet stopped working and would not turn on , today I have taken this back to toys r us in Coventry and have been told that there is none in stock for it to be replaced and we would have to return at the end of the month to see if they are going to get any more in stock , I am appalled at the service I have received and my son is now without his main Christmas present that he looked forward to getting for ages , I would like my item replaced asap as I have paid for replacement cover .

40

On Thursday January 3,2013 I went to 2875 Flatbush ave Brooklyn n.y 11234 (6308) toys r us to return a scooter bought for my 2 year old as a Christmas gift. Upon my arrival I scanned the scooter to see how much it cost $42.99 I pick up another scooter age appropriate for my son I saw one for $56, at the register I was told by Theresa that I would only get $19 for my return because I did not have a receipt. I proceeded to call my cousin who provided me with the gift receipt number by this time Theresa already threw the box with the old scooter back on the counter and ripped the box apart telling me I need to move so she can take her next customer. I refused and asked her can I use the receipt number I asked her 3 times and she ignored me the last time telling me she was done dealing with me. When I asked for a manager she told me she was the manager, when I started to ask what was her problem and was causing a scene she took the paper with the receipt number on it then said ” now your gonna wait I’m not helping you” she called Brent another manager who assisted me the whole time Theresa and I were going back and forth with each other. Theresa is in no shape or form fit to be working in a place where people bring their children looking for great service, she has absolutely the worst customer service skills ever in man kind and needs to be retrained.

20

Recently I had a coupon for $8 of any box of diapers over 88 count I was not allowed to use it because the register at the desk would not take coupon. Classic case of toys r us making coupons you can’t use. They stated that this was the only box I could use the coupon on because it was a tote an not a box. This is false advertising. Don’t use the word “any” box if its not any box. The staff was rude an unfriendly at the shackelford crossing toys r us.

20

A purchase was made during a sale promotion of video games at which time at the register the item did not ring up correctly. I went over to the customer service line and waited in line to speak with the manager about the situation. She stated the item was not on sale so I showed her the signs where it said they were on sale and she states that is a mistake and does not want to give me the sale price. In the end I am given the sale price, however she tells me that I have to wait at the end of the line again to receive her assistance which I did not understand. She stated that the people in line now would not appreciate her going to the register to refund me the difference when they have been standing in line for so long. Now I have already been in one line to purchase this item, and another line to work out this issue. She wants me to go to the end of the line again to receive the refund. REALLY!! So I go ahead and go to the end of the line but I am not at all happy about this situation as everyone there could see that she was in the process of assisting me when we came back to the register. Now unfortunatly the game that I purchased was I and not II so I had to return the first to get the second. But it was in my mind because it had not been open and it was the same game and the same price and I had the reciept that it would be and exact exchange. It was not! She said that it should not have been on sale and charged us the 8.00 difference. Now it is not the money that is so frustrating about this whole issue. It is the attitude of the manager. She is very young and immature and I do not feel that she has the people skills that it takes to be an effective manager. I feel bad that her communication skills are so poor. I would love to see this letter be of benefit in improving her ability to communicate with others so that more people do not have to go through these problems. Thank you for your time.

60

I placed an order to purchase a gift for my son after Christmas. I was offered in the details free 2 day shipping as long as I spent $60. So I went a head and chose that option on 12/28/12. Today is 1/2/13 and the toy as yet to be even sent out from the warehouse. I contacted the customer service department to find out what was going on and the rep. told me some story about I had to be part of some club to get that free 2 shipping. I will never order anything online from Toy R Us as long as I live and breath and that is a promise I plain on keeping!!!!!!!!

20

On 12[20/2012 I purchased a Glow Book for $27.99 and at 1/2 price a Cinderella Glow Board for $9.99..after the fact realizing that the Glow Book was for a boy and I have have a girl..took it back on 12/30/2012..told the lady I wanted a refund she gave me back $22.15…when I asked her why she said thatf’s what your refund is and it is on the receipt..I said but I paid full price for this and should receive full price back..I said it doesn’t say anything about restocking fee..she said o well it is what it is…I would like to have the rest of my refund of $5.38 returned..I think that is ridiculous..at other stores you get a full refund. If this is the kind of business Toys R Us is I may not shop there anymore and could also let my friends via facebook know..that is the best way to get a complaint out there..however I would not like to do this if this is handled properly.

Thank you for your time and attention in this matter.
40

Thought this would be the happiest place in the world to work,boy was I wrong! Was informed on December 24 at 6am that the night shift I just worked was my last along with several other seasonal employees. Was told could pick up last check on December 28th as that was when regular payroll went out. So waited till December 28th to pick up pay check and was shorted 19 hours. Was told that maybe by Monday or Tuesday they could get a check to me. I of course told them it was unacceptable and was told to call them back then maybe the next day (They had to send an email to someone to know what to do). Toys R US scrooged it Seasonal Employees of there right wages!

40

I shop at the Florence, KY Toys R Us and have ever since they opened.
I have never had a complaint until now.
Long story short, I put a layaway together and when I went to pick it up, I was given the run around.
I was never told the truth and the lay a way was never produced and I spent a total of 6 hours putting the lay a way together and trying to pick it up.
My niece was very disappointed that she did not get what she asked for.
I am very disappointed with this store. On top of that this store is getting filthy!
I feel like I am due some recompense for having had this done to me.
Thank you,
Jacquie Rhodes – 859 802-4584

40

Hello, My name is Claudia, I worked like stocker because they contract me first like Cashier, didnt do training in register just watch the other did. Then they wanted to be at register and I didnt know how to do some functions, because they didnt explain. then put me a stocker all the times. One day call me at put me at register because need me, just once in almost two months, I worked like seasonal make sign a contract at beginning. then the old employees give me a bad treatment not just me all seasonal they make us worked like robots and they just pass at register, or giving orders to us. I worked at Toysrus Montgomery County in 600 North Frederick Ave, Gaithersburg, Md 20877, like seasonal. older The employes gave a bad treatments somes names are: Mike called miami, Raquel, Raquia, Linda, and all cashiers who always are in front desk in Costumer Service. A friend told me that a employee Mike called miami was molester her,suggest her bad sexual treats with her. Raquel called thief and never miss a dollar in the register.
Thank you for receive my letter. And know all iregularities happens in that toys rus.
40

I am so upset. I bought gifts at toys r us for all the kids in my family. We have a tradition every year on christmas eve we wait till after 12 and then start opening up gifts. I have 2 sons which I also bought gifts for. In this event when my youngest son opened his gift and this being his first christmas. There was parts missing in the box. I think this is pethetic. And all toys should be checked before packed. It was a emmbarisment for me cause my son was crying all night. While all the kids were playing with there gifts he could not play with his lamboginicar cause there was no steering wheel. I’m so upset about this an nothing will be able to bring back christmas day I really feel to take this further. Fernando 0794820939

60

I purchased a Barbie Townhouse on November 2, 2012 for my daughter for Christmas at the Mays Landing Toys R Us. On Christmas Eve we had taken out to put it together and it was crushed. Today, I had taken it back and a lady by the name Joy waited on me. She was so rude and said they did not have another one in stock. She said I could order it on line but would not get the purchase price. I asked to speak to a manager but she was not willing to help me either. I am very disappointed with the customer service. I have purchased over $1000.00 in toys for Christmas and was treated very poorly.

40

I called the Tuscaloosa Toys R Us twice and was hung up on both times. Then I called back and told they had the game but to hold on again. I was on hold till I drove there. And was told to come to customer service desk but again to hold on. In this time I drove there and went in the store and spoke to the customer service person who sent me to another person who went in a office with Blacked out glass and would not come out. The a guy who was bringing in carts told me they didn’t have the game after all. If this is what you call good service you will not last very long. I guess will be a Christmas to remember for all the wrong reasons. Maybe one day I will get a call from someone with a honest answer. My # is 205-246-6572. Maybe you will have a great Christmas but my daughter won’t .

20

I used to work at Babies R Us. I have proof that the rewards card is a scam. Here’s my story: When I worked at Babies R Us I was a cashier. As a cashier working at Babies R Us or the Toys R Us Corporation, you’re metrics DEFINE you. Meaning: you don’t mean shit to them unless you sign up a lot of rewards cards and sell Buyer Protection Plans (BBPs). There was a lot of pressure, and I admitt, I took the easy way out. If a customer did not want to sign up for a rewards card, I would sometimes put it under my boyfriends rewards card number.

This wasn’t so he or I could take advantage of the coupons that were (SUPPOSED!) to come in the mail. We don’t have kids so they were useless to us. I simply wanted to keep metrics up so my managers would get off my back. Well this is considered “cheating”. Whatever. So I ended up getting terminated. So here’s my point: When douchlord from Corporate was going through my transactions, he told me he found my boyfriend’s rewards card number attached to over 100 transactions. 100 transactions should of equaled a lot of R’US dollars right? You would think so since you supposedly get back 5 R’US dollars for every $150 dollars you spend.

Well let me tell you, he’s gotten ONE $5 R’US rewards coupon ONCE, while if my math is correct, the system should of sent him MUCH more than that. How funny is it that he was trying to make me look like a cheating fool, while his whole company is based on lies! The rewards card is a scam and that’s that. It’s just a way to try to make the company look good. Did you know that they take a two month break around the holidays? Cause they know that’s when they get the most business and they don’t wanna lose any money.

p.s.: BBP’s are the biggest scam of them all. I feel bad for selling them to people (sorry to all), but I had to. So many customers would complain to me about how difficult it is to get a replacement for their item. Anyone looking for a job out there, I recommend you don’t go to Babies R Us OR Toys R Us.

60

As per the other complaints on this board about the Toys R Us Christmas cash back offer, I just found out today that I also lost out on the promotion, because apparently, I failed to recognize it was the one and only time that they issued the rewards via the internet. I never got an email from Toys R Us telling me the coupons were being distributed that way–I guess they thought it would come to my mind magically. Anyway, now they are saying I am out $39 b/c I did not call them within the month of January to report it. Well, how I was I supposed to know to call them. I thought the certificates would be mailed.

They refuse to re-issue the certificates, and I am going to write a letter to corporate over the weekend–not that I think it will do any good. It is total crap that they did not tell customers they were issuing certificates this way, and when I went to the Cary, NC Toys R Us store today to talk with a Supervisor, even she did NOT know it was done that way for the Christmas promotion. Then she told me she never got an email about it either, and now she is out her certificates as well. How sad is that. Their own employees didn’t even know about. Filing a complaint with the NJ BBB and the consumer fraud protection through NC Attorney General’s office. This has got to be stopped. TOTAL FRAUD!

60

I also was taken by the Toys R Us Rewards program. I waited patiently, just like the other people, only to discover they changed the rules. Below is a copy of the email I just received. Apparently, I was supposed to receive something via email, which I never received and that’s MY fault. Then there was a grace period, so we could contact them if we didn’t get the email. Um, if I didn’t get an email, how would I know? I also love that they said I agreed to certain rules and regulations. I did. And Toys R Us changed their rules. The suggestion that I have to continually check their website to make sure that they haven’t changed their rules, blew my mind!

And, just another FYI, since they are so adamant about timing – this response took twice as long to receive as promised. I will be filing with the BBB as well. I can’t stand shady business practices!

“Thank you for contacting our Corporate Guest Relations Team. We appreciate your patronage and valuable time. On behalf of Toys R Us, please accept our sincerest apologies for the delay in responding to your email.

Our records on your account reflect that the $50 in certificates which you earned in our last promotional period of 10/31 through 12/24/10 have expired. We extended a grace period of two weeks past the expiration date of 1/29/11 during which time a guest could contact us if they had not received their certificates, which were sent by email. That grace period has passed. We are sorry, but we will not be able to re-issue the certificates. The information regarding the promotion was (and still is) listed on your online account under the Promotions section, as follows:

“Earn 10% Back on your holiday purchases at Toys”R”Us and Babies”R”Us, in-store or online, from October 31 – December 24, 2010.

“R”Us Dollars certificates and all other reward certificates earned during this period are sent to members via email and are valid until the date printed on each certificate.”

Upon enrollment in the Rewards program, you were given a membership card. On the back of the card, it states that by accepting the card, you agree to the terms and conditions of the Rewards program. Those terms are listed in your online account and they include information on the promotions and earned certificates. It is the responsibility of the guest to familiarize themselves with the terms and conditions of the program in which they have enrolled.

If you did not receive our email containing the certificates, they were still available to be printed out from your online account. They are presently listed on your account, along with the expiration dates. It is possible for you to view this information by clicking on the “My Rewards” tab and then clicking on the white box containing the words “View and Print My Certificates”.

Again, we are sorry for any inconvenience that this may have caused you.”

40

Toys R Us had a promo going about giving back 10% in rewards up to $50. I had eligible purchases and was entitled to get the $50 cash back. I read up on the rewards program and saw it could take 8-12 weeks to receive rewards. I waited and waited thinking ok it hasn’t been 12 weeks yet. Finally when the 12 weeks cam I finally called. Unfortunately, Toys R Us decided to switch their procedures during this time. Rewards were never mailed, nor was their a notice saying that they wouldn’t get mailed out. I’ve had my rewards for years and since then have changed my email.

I guess my bad but I never got any notice anyway, or else I would have double-checked my email by Toys R Us calling customer service! Anyway, they sent these “certificates” through email, within about 4 weeks time frame and they expired January 31, 2011. Way before I even called…because I gave them a chance to send them before the 8-12 weeks. Guess I should have called the same day I made my purchases to bug them about my certificates! I submit a case to Toys R Us corporate and they said, sorry but there is nothing they can do.

BULLSH*T! After that, she informed me that after that they are now going back to mailing them out through the USPS. Gee I wonder why…Toys R Us is so shady, I will never shop there again!!! I will be contacting everyone at their corporate offices!!!

40

it is my daughters birthday tomorrow (sunday 6th of feb) and i went to toy “r” us to get her a bike today, we got it home assembled it adjust everything only to find the front tire had a puncture FROM NEW. We tried to fix it but because it is on the seam and crease it is not fixable. When i rang toys r us to complain they told me the only thing they could do is post me another one on Monday and i would receive this by next Wednesday. I don’t have the transport to get back to sheffield that night and had organized a party on the Sunday.

Toys r us also told me that because things are ordered in and come boxed they do not check to see if it is in working order as I asked why it was sold like that. I find the completely unacceptable, not only have i got nothing to give my daughter on her birthday now but they don’t check the toys are in working order before selling them to children.

60

Toys R Us don’t know a good employee when they see one and completely miss the slackers!!! Our job was to collect product left laying around and put them back on their shelves. My co-worker walked right past the products on the shelf, without placing the product in her cart where it went. I asked her why and she said, “it’s not my isle.” She took that item back to the front of the store and put it in the sorting boxes so someone else could go back to that isle and put it away. But she still had a job when I left. My co-workers also got away with reading books, talking on cells in the bathroom when they were supposed to stay in lockers, but I WAS ACCUSED of stealing company time for medicine!

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