Toys R Us Complaints Continued... (Page 3)
148+ reviews added so far. Upset? Call Toys R Us corporate: 1 (800) 869-7787No Reviews
Greetings, My Mother in Law and I (and about 50 others) just waited from 6pm until 8 pm at the Henrico Toys R us and they were not open! I called customer service ahead of time and the told me the store would be open and would have the promotion items! I would not be so upset if when I called they had told me the correct information that this store would not be open. Now we are currently waiting on line at the Short Pump store in Richmond, and have missed the promotional giveaway as well as many deals! I am in the military and also had to take a day of leave to be out here to do this for my children, please make this right! Also, this is my 4th time submitting my complaint and have yet to hear anything!
I am writing to file a formal complaint against your store. There are three instances where I received poor customer service from Babies R Us. I will start with the most recent which was your cyber Monday sale of this year, 2012.
I placed an order for a car seat from your website on Monday night, November 26th 2012. I received an email that night at 9:39pm EST stating the following:
Please wait until youâve received your Ready for Pickup email before going to the store. The Ready for Pickup email typically arrives within 2 hours. Orders placed near or outside store hours may require additional processing time.
I did not receive an email 2 hours later. In fact it is now Thursday the 29th at 11am and I have still not received any kind of correspondence from your store stating any kind of delay.
I attempted to call the store yesterday (Lake Grove 6317) and was placed on hold for a half hour until I hung up. I tried to call back at various times through out the day and no one answered the phone. I find it to be unacceptable to call a major store and have no one answer the phone.
I called your main support line at 1-888-222-9787. The wait was 45 minutes. After waiting almost an hour I was able to talk to someone about my order. I was told that they know about the phone issues in the store and they donât know how long it will take to process my order. And that since this was an in store pickup, I cannot simply go to the store and pick up my order, I have to wait until I receive the ready to pick up email (order #8606985508) This is another unacceptable answer.
I also emailed your customer support on Tuesday and Iâm still waiting for a response from that â unacceptable. Problem number two. I bought a Barbie house from your store last month. The next day your store ran a promotion where you would get a free Barbie carrying case with purchase of a Barbie house. I went back to the store with the receipt and asked if they could do a price adjustment. They said that I would have to bring back the Barbie house. Thatâs ridiculous because the thing is completely assembled and I wasnât about take it apart it and put it back in the box. I donât see any reason why they couldnât give me a price adjustment with the receipt. Itâs just another example of the poor customer service provided by your company.
Problem number 3. About a year ago I had a stair gate that I never used new the box. I went to return it because I didnât need it. It was 91 days since I bought it. They would not even give me so much as a store credit because the policy is 90 days. I had the original box and the receipt. IT WAS 91 DAYS. Another example of how horrible your customer service is. Walmart would never pull something like that.
I would like some kind of resolution to this. If not I will make this letter available on facebook, twitter, instagram, myspace, youtube, etc. and I will never shop at your store again. Your lack of response to issues and poor customer service is unheard of for a company your size. This would never happen at walmart, target, home depot, amazon, etc. I have plenty of other choices as to where I shop and I will no longer spend my money at your store if this is not resolved.
My daugher was home visiting so we decided to go shopping for Christmas presents for my grandchildren. The shopping experience was ok but checkout was frustrating. We were on linited time. Two registers were open. I am a very patient person but when we got in line the person in front of us had many coupons (which is great) but when she presented them to the cashier (afer she took off a gift card) she realized it couldn't be done. She had to call the manager,who was busy. He cancelled the transaction. She had to start over (she had lots of idems ). I went to the retun cashier and waited (he had to help again with another register) and finally Iwent to yet another register. As I am in line, the register froze up (a manager had to be called) , they r booted the register, reentered the items and finally finished the transaction. Finally it was my turn. Luckily no problems. I was fianally leaving the store afer standing in line atleast 40 minutes. The same time the first lady I was behind was leaving. If my daughter wasn't with me I would have walked out. I will not go in that store for anymore Christmas gifts. I was shopping at the Toysrus in Canton, Ohio. My daugher did say all Toysrus's are like that . What a shame !
Went to the Harrisburg,pa store on 13 November 2012. The store itself was dirty,goods on shelves was arranged poorly and in some cases the packaging was torn,broken open and /or damaged. At the check out counter ,after waiting 15 minutes to check out a sales clerk rather rudely told us to go from the customer service desk to a check out counter where there was no clerk to check us out. I will not be back to any toys r us store even though that is where we buy grand children christmas gifts. I am sure we can find another company that wants our business and shows it in a professional manner
Every time I walk into the Babies' r us / Toy's R Us in Midland, TX they have nothing in stock. I lived in the DFW area and was shocked at how poorly this store is managed and stocked with Skylanders. Those are hot ticket items. They can make mass money if they ordered more to keep in stock. This makes me want to drive 6 hours to go another store. Also, they have an Electronics counter and it's a joke. There is never anyone there.
Just wanted to inform you I worked Electronics and you can make money in that department if you have a good store manager and if you keep it in stock.
2012 my last time Black Friday shopping there. Employees are so rude and disrespectful. You ask where somethong is they say Dont Know with and attitude. It was a mess and unorganized. Like how employees not gone know what is on the different aisle. Maybe a
list would have helped their stupidity. Next time people gone snap back. They waited patiently in line didnt push while others were trying to find items by themselves!!!
I went to the Toys R Us in Berwyn. IL to make a purchase and the item was âsold outâ according to the employees in the electronics department. Confirmed I can order the item at customer service and have it shipped to the store or to my house. Im ok with that as I have enough time to get it before Christmas. I go to customer service and the girl that is supposed to help me looks irritated by my request. She was at least nice enough to look and advised they did have the item I wanted in the back and she can have someone bring it to me. Of course I was happy and disregarded her lack or goos customer service. 20 minutes go by and nothing, so I ask. She advises me someone else was getting it and leaves the customer service area. 40 minutes later I ask the other girl about my toy. She said someone is getting it. Then I hear her tell someone else that the girl (the one that was helping me) is at lunch. Needless to say I was furious. I asked if I heard her correctly she said yes but someone else is getting your toy. I continue to wait. About 50 minutes into my wait the girl comes back and realizes she never game my paper to anyone to get my toy!!!! If it wasnât because this toy was in the santa wish list, I would have probably flipped out and gotten kicked out. I ask for a manager. When manager comes and I inform her of everything that happened her response was âso what do you want me to do? Would a 10% discount make you happy?â I was not the only one waiting for about and hr. I would never go back to that store again
my family has had a toys r us account and rewards for almost two years now. No one at customer service can tell me how to access my rewards or where my rewards have been for the past two years. My password will not be accepted to the rewards site despite resetting it. I can order all the items I want to but never get rewards or access to rewards.
The customer service reps put you on hold alot for no reason and make you verify information to waste time. The woman was ignorant and routinely was silent on the phone for no reason. I don't believe that a 40 minute hold time followed up by horrible service personell with no anwsers or willingness to find them should work there. It is almost a waste of time to try. I hope this site proves helpful.
I bought 2 Tabeo tablets from Toys R Us in November for Christmas gifts on Christmas eve I opened the tablets and attempted to charge them and set them up to give the next day. The tablets are defective and wouldn't charge I couldnt unplug them from the wall outlet let alone give them as gifts. I called Toys R Us corporate office and spoke to 2 members the first gave me the number to Tabeo and said that they could help me, I called Tabeo support and spoke to 2 peopl there who said that the products were defective and that I should return them because when charging they should hold a steady red light not the blue light the tablets projected. I then again called Toys R Us because thats what its says online to do before returning defective or broken merchandise.
I spoke to another service rep who told me that I could return the items in the store with a receipt and gave me a confirmation # that was a record of our conversation. I told the representative that I would be going to a store on Wednesday to return the items, when I got to the store I was told by an employee that electronics couldnt be returned if they were open and I then asked how was I suppose to know that the items were defective if I didnt open them and no one could give me an answer, I then asked about exchanging the items and they said they didnt have them and that they didnt know when they would be in, I then asked about getting different tablets and paying the difference for better items because I had read the reviews for the Tabeo tablet online and that the item seemed to be defective and not really worth the $150 retail price and again I was told no.
I asked to speak with the manager who was the rudest of them all and not helpful at all she then told me that I should just go to a couple more stores and see if they have them I then asked her why should I the customer be inconvenienced and have to go anywhere else and the manager walked away. I then proceeded to call the corporate office and speak to 4 different people who were of no help and couldnt tell be why they cant stand by what their employees tell people because I was originally told on Christmas even night that the items could be returned with the receipt. I left the store on Aramingo avenue in Philadelphia with the name of the employees and the badge # of the person I spoke to in corporate because they were all so rude and provided the worst customer service I have ever received in my whole life.
The police were called to the store and the employees actually lied and told the police that I was in the store yelling and cursing which was competely untrue as I was in the store more than 2 hours and I told the police if I was causing such a scene in the store why hadnt they called the police earlier. I spoke with the police before leaving the store and they agreed with me the customer because the return policy is so unreasonable received a DC# to file a complaint with small claims courts because the amount in question is almost $400.00.
After leaving the store I called the corporate # again and spoke to a very nice young lady who said that she didnt see any reason as to why the store wouldnt return my items if I had the receipt she then went so far as to call another store and speak to the manager who said he would return my items if I had the receipt his reason being that they were Christmas gifts and that we wouldnt know that they were defective unless they were opened.
Today I was at Toys R US located at 340 New Town Square, Toledo OH 43612. I was looking to buy a princess canopy toddler bed for my daughter. There was a clearance sign posted by each of the toddler bed displays up on the shelf and it read: Save over $23, Princess Canopy Bed $56.90, Was......$79.99 (the fine print read) Discount taken at register, while supplies lasts, no rain checks. Offer good through 12/20/2013. So when I got up to the register it rang up at $79.99, when I explained the sign I was told it was for the floor model only, which was posted no where on the sign or anywhere. I was very frustrated and think if it was only a floor model price that it should be CLEARLY stated: FLOOR MODELS ONLY and why would it say while supplies last, no rain checks? We did not have a vehicle to fit the floor model in and I wasn't about to tell my 3 year old we couldn't get the bed she's been wanting for a few months now. I feel I was mislead by the sign posted and wasn't happy when I left the store. I have 2 children and always go to Toys R Us/Babies R Us and the signage has always been easy to read and understand.
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
Our family has been a customer of both stores since 2009 and on the 10th of this month we had such a horrible experience with the store on 410 and San Pedro. It began with trouble finding a dollhouse for over an hour that they said they had and could not find. Then during checkout the cashier charged us for an item that we did not have and didn't apply the $10 gift card for ever $75 worth. Our total was $415.48 and when we asked the manager Heather she gave us an attitude and said there was nothing she could do about since it wasn't caught before she finished up the transaction. I explained it wasn't the only mistake made and after the three hour experience it should be fixed since i had the receipt in hand. Heather again was beyond rude and said he couold do nothing about it.
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.
My son and his friends tried to enter the store to shop for a younger siblings birthday present and were immediately denied access. They were asked to present valid ID above 18 years of age, or be accompanied by a guardian. They respectivley questioned the rules set by the employee Miguel and he repeated "It's private property, get out." I feel that this is a major fault with the toys r us coorperation and its employees and I will ensure thy neither I nor any of my friends or relatives ever waste their valuable time or money at such a pathetic establishment.
I 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 placed an order online today for pickup at your Elizabeth NJ store and it was cancelled. This is not the first time that this has happen to me. I placed another order last Christmas and the same thing happen. I don't understand what the point is in having the convience of placing an order online for store pickup when it is never fulfilled. I called the store after the order was cancelled and they did have the items in stock.
I 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 bought a bed online from Toys R Us in January. Ref. #130116-006616. I paid $342.72 for the bed, tax and shipping. When we assembled the bed, a railing was cracked and one of the screw holes didn't line up. I called customer service about returning the item. They said to get full credit I would have to return it to them, not a store. If I paid shipping they would reimburse me, (save the receipt) or they would email me a shipping label. I went to UPS to send the bed back. There were two boxes and only one label. UPS required two. Remembering what I was told by Toys r us, and not wanting to take the bed back home, get a label, and bring it back again, I paid out of pocket for the second box. When I did get home I called Toys R us and they gave me a fax number to send over the receipt and said there was no problem.
This was Jan. 28. The two boxes were received at Toys R us on Feb. 1. I faxed over the receipt on Feb. 6. When my refund came through, it was for $275.39. The original cost of the bed and tax. Not the original shipping or the return shipping. (both total $135.20) I called Toys R us again on Feb. 15. I spoke with Hector and was transferred to Tanya. Tanya (Tangane?) told me there was no problem and she would submit the request right away. Great. Or so I thought. On Feb. 25, I called to check on the status of my refund. I spoke with Hector again. (same person I don't know) He told me to wait another 7-10 days.
I said no, I wanted to speak with someone as to why this was taking so long. Eventually he transferred me to corporate and after much struggle (and a very long wait time) I spoke with Sebrina. She told me they were not going to reimburse me for the $67.87 for my return shipping. That I should have called them and they would have sent a label to UPS. (really? hadn't I already called and was told something different? And do they really expect me to call them while I am at the UPS store with 3 little kids and try to figure this out? It was easier to pay it and be reimbursed for it, as I was previously told) She told me no, that they weren't responsible and that whoever told me I'd be reimbursed was wrong. I asked her then why did they have me fax everything over to get reimbursed in the first place? And why should I be responsible for ANY shipping charges if the item was DEFECTIVE? (I do admit at this point I was losing a bit of control.
I had been on the phone for 45 minutes with no success, this after calling in Jan, and multiple times in Feb. to follow up, which if things worked the way they were supposed to I wouldn't have had to do in the first place) She was no help, and very rude. She kept cutting me off and not letting me finish what I was saying, and insinuating that all this was my fault. If the conversation is recorded, please listen. At one point, being completely fed up, I did mention a lawyer, I mean what else should I do? She was no help at all. When I asked to speak to someone above her she said there was 'no one above her', and if I wanted to speak to someone else I should hang up and call back. Really? I was just on hold and on the phone for pushing 45-55 minutes. She was really telling me to call back and start all over again?
I have 3 kids and homeschool and don't have time to be on the phone all day and be treated with such disrespect. Eventually she did transfer me, but to a store. She knew they couldn't help me and I believe this was her way of belittling me and frustrating me further. What kind of customer service is that? I'd like to file a complaint against her for her poor customer service and bad attitude. And I'd like some resolution to this. I am now being told, (by someone actually nice, Eric) that my request is being 'elevated', whatever that means. I am a resonable person, but really don't appreciate the treatment I am receiving from Toys R us. Please feel free to call or email me. Susan Martinez 619/861-7559
I 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 just wanted to let you know that it is really stupid that some things do not qualify for free shipping even after you spend $79 dollars or more. I was interested in ordering the glider swing and other things, but they would not give me the option to ship to store, only ship to home for $30 dollars shipping!
The ONLY reason i was going to order the glider swing from toys r us is because i had a $25 gift card and the shipping is still more than that! Someone might want to reconsider these online options considering you can get the EXACT same product from walmart for FREE SHIPPING, which is where i will now be purchasing this product along with all the other products i was interested in.
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.
Situation: Ordered something online from ToysRUS, tried to pay for it at store and cashier who turned out to be supervisor cancelled my order called the 1-800 # to complain they reinstated my order and said I could go back to pay at the store, which I said I would go pay for at a different store, I get home and log on to my ToysRUS account and it is under a different name (68 yr old woman in Indiana...I live in TX) called customer service again now I am getting emails from ToysRUS with this womans orders and her name and address and part of her credit card info....ToysRUS says it is a internal problem and they will take care of it....I have received 2 more emails for acknowledgement and confirmation of another order she placed. ToysRUS has offered to give me a $10 gift card for inconvenience,I am still receiving emails for her orders I no longer feel $10 is worth my incovenience and now I am worried that my personal information might now be accessible to this other woman, especially my credit card info?
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.
It is 11/27/12 2:30 PM. I have been on hold with the customer sevice for over an hour. I placed an online order for Christmas presents to avoid the 'hassle' of the store. Received my order and it is missing a video game listed on the invoice. I don't dare hang up now that I've invested this much time in the call. Yesteray I was forced to go ino my local store as they were out of the Wii when I placed my previous order. They refused to honortheir online deal and would not price match to ?Best Buy even though I had both the adds (Best Buy & Toysrus). Best Buy to show the price and their own stating WE PRICE MATCH EVERYTHING. The manager claimed they weren't matching yesterday due to cyber Monday. Just can't win with this retailer.
Today I went to Toys R Us store on Mid Rivers Mall Dr. in St. Peters, Missouri and had another horrible experience. Toys âR 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 âR 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 donât want my friends and family to be treated with the same disrespect that my husband, mom and I were.
Placed an order online for my grandson. He had done his "Santa" shopping from your website. It was my 3rd order of different purchases for him. I was sent back an email that was confusing. Neither my daughter nor I could actually make out whether the whole order had been stopped, or just the telescope. (The telescope was actuallty the only item listed in the email.)
So, I immediately called the number you graciously supplied. So with order number (8615722398) in hand, I made that phone call. Phone lines very busy (I expected that), I listened patiently for one of the "choices" to pertain to my particular problem . OK, number two, "Problem with an Order You Have Placed". This should work. No help there, because my order had been cancelled, so my order number was not on file.
Hmmmm...still trying to figure out about my order. Press "ZERO" ? Maybe I'll actually get to talk to someone. I'll wait, I have time. I've wasted enough already. Nothing...get sent back to the oriiginal two choices. OK, try it again. Again...maybe I'll get sent to another "Menu". No luck. Eventually I just get disconnected. By now I'm getting a "little" upset. Really, you guys told me to call this number and find out what was going on, and I can't even get close! I had to figure it out on my own. I called my credit card company to find out some information. They told me they turned the whole order down because so much unusual internet action from me.
Thank you PERSON from credit card company. Now I know what is going on! What actually got cancelled. So, since my grandson wanted these particular items, it pained me, but I reordered them from you. You can be assured, however, that next year I will make sure he AND his brother both order from a different company. A grandmother who spoils her grandchildren and ex-customer, Deb Hebel
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.
On 12/06/2012 I ordered an item for a baby shower on-line, thinking that in-store pick-up would be great and a time saver. I couldnt have been more wrong. On 12/08/2012 I waited on a Guest services line for over 2 hours with tons of angry and disgruntled customers. When I finally reached the front of the line, an announcement was made that the systems were down and no money could be refunded to any cards. Only cash transactions. After all of that time a bunch of people complained and/or left. I waited 20 more minutes while someone when to search for my item which, although it was paid for, was nowhere to be found in the store. There weren't even any items similiar to it so I had to settle for a gift that I didn't even want but I was not refunded the difference for these items. My sister purchased an item in the store. The associate swiped her card three times while assuring her that this would not cause her to be charged. Yesterday she noticed three charges for 40 dollars each which she has to wait for to be returned to her since Toys r us is still "processing" the payments. This was all in the Baychester store in Co-op city in the Bronx. Terrible service!!!
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.
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.
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?
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.
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.
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
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.
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.
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.
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.
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 placed an online order for store pickup. It was cancelled and I was never notifiedl. The employee said they were too busy and said I needed to reorder. I went to reorder but the funds from the first order are not back on my card. The CC company said to call Toy R Us and find out the status of my refund. After waiting on hold for over an hr. I was connected with a rude agent who kept putting me on hold. SHe then asked to transfer me and said she would stay on the line with me and it wouldn't be long. She hung up on me. I can't find the # for employee complaints but I will. I really hop they recorded that conversation and compensate me in some way.
***ANGRY CUSTOMER
I 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 didnât 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 purchased several items at toys r us.com. I paid additionally for the items to be gift wrapped and I included a message to go with the gifts. The items were sent without being gift wrapped and of course no message included. I then contacted 1-800-869-7787 I had to wait 26 minutes for a customer service representative to answer, then I was placed on hold for another two minutes.
I let her know how frustrating the whole experienced had been. She informed me that I would be refunded the gift wrap fee. The entire phone call was 32 minutes long, most of it was me on hold. I have never experienced such awful service. This was my first and last time purchasing anything from toys r us. com and I will not purchase at the stores either. I can honestly say you have lost a customer.
In addition, I received the order that I had shipped to my house and it was sent without a shipping box. My grandson whom I bought it for lives across the street and the surprise was almost ruined since it was left by my front door.
Your company really needs to review what you are doing and work towards improving your methods in order to be able to satisfactorily service your customers. Remember that word of mouth can "Make or Break" a business. As you know in today's economy it doesn't take long to loose your company. Larger companies have already gone out of business. It is imperative to maintain the customers you have.
When I spoke to the customer service representative, I requested for someone to call me. I'll wait and see if it happens!
I'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!!!
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.
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.
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!
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.”
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