Toys R Us
Toys R Us Overview
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Toys R Us has 2.0 star rating based on 155 customer reviews. Consumers are mostly dissatisfied.
- Rating Distribution
Pros: Easy online shopping, Price, Way you screwed my money up.
Cons: Customer service, Bad customer service, Being cheated on refund amount.Recent recommendations regarding this business are as follows: "Do not shop at this store online", "Don't shop at Toys R Us until they improve their online service and until customer service is actually available.".
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Toys R Us has 2.0 star rating based on 155 customer reviews. Consumers are mostly dissatisfied.
- Rating Distribution
Pros: Easy online shopping, Price, Way you screwed my money up.
Cons: Customer service, Bad customer service, Being cheated on refund amount.Recent recommendations regarding this business are as follows: "Do not shop at this store online", "Don't shop at Toys R Us until they improve their online service and until customer service is actually available.".
Most users ask Toys R Us for the refund as a solution to their issues.
Review authors value the most Location and Layout of Store. Consumers are not pleased with Customer service and Exchange, Refund and Cancellation Policy. The price level of this organization is high according to consumer reviews.
Media from reviews
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Toronto, OntarioTerrible
User's recommendation: Do not shop at this store online
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Toronto, OntarioI was sent the wrong toy despite the delivery bill saying it was the toy I ordered. Your telephone contact number for customer service does not work. I want this resolved.
Preferred solution: Deliver product or service ordered
User's recommendation: Don't shop at Toys R Us until they improve their online service and until customer service is actually available.
Poor customer service
- Customer service
- Website issues
Preferred solution: Full refund
Little Tikes Restaurant and Kithen and no parts
Preferred solution: Full refund
New toy do not work
ILLEGAL
How in the World of Free Enterprise is it legal to take money and then give a piece of plastic that carries the value of the money for use at a later date, and now cannot use that piece of plastic that was paid for, that you collected money for and exchanged no goods. Isn't it FTC rules you must exchange goods for money to be legal?
I called a store today to use my gift card I was saving for my little girls birthday today.
They informed me it is no longer valid!!
What it is valued at the money you were given in place of the card to hold my spot so I could buy later! Even the mafia gives goods for service.
Im trying to figure out how its legal, to take money and then say, naa the card is not going to be excepted, but wait you still have my cash!
Preferred solution: let me use my gift card that you have the money for! Simple
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerTake Your Business Elsewhere
On 2/12/2018, I purchased two items off of my friend's baby shower registry online. I checked out using PayPal and selected my home address as the delivery address.
An hour later, I checked my confirmation email and noticed that it was instead being shipped to my friend's address despite selecting my home address as the delivery address. I immediately talked to "Lori L." via online chat and was told that the shipping address could not be changed as there was only a "45-minute window" in which modifications to orders are allowed. Seeing as how the package was not scheduled to ship for several days, I asked to speak to a supervisor. I was called (800-967-****) by a woman who guaranteed that my shipment would be cancelled and that a refund would be issued to my PayPal account.
24 hours later, the package is still scheduled to be shipped to my friend's address. I called to speak with customer service and was told by a supervisor that the package would still ship and that there was nothing she could do about it.
She even stated that she was surprised another supervisor promised my order's cancellation as they lack that ability. In other words, I was lied to.
- Delivery
- Shipping item
Preferred solution: Full refund
***
Toys R Us has AWFUL customer service via phone
I ordered my daughter a Vick’s humidifier because she’s severely sick with the flu and has a lot of trouble breathing at night. I received the product today which is a friday mind you and it came broken.
So I called customer service to exchange it. First problem the guy was foreign and had the worst English ever. The problem isn’t even that he was foreign just that I barely understood 3/4’s of the conversation. Second problem he tells me the company who delivered it which is fedex can’t pick it back up until Monday.
And that I have to call them back when fedex picks it up to prove it’s in transit before they will even send me out another humidifier. THEN it will take 3-5 business days before I receive my new one. Which means my daughter has to go an entire week without it now. And of course the store closest to me doesn’t have them in stock.
I also asked to speak to a manager and the guy just told me there’s nothing they can do because of their “guidelines.” I won’t be shopping here again.
I’m livid. My daughter has to suffer because they can’t get their *** together.
Left on hold for 30 minutes
Called the store in thornton Colorado and was left on hold for 30 minutes called back and nobody answered phone at 4 in the afternoon. No wonder they are closing the doors the customer service sucks with these people. Serves them right.
Gift card
Toys R Us gets an F!
(My letter to Toys R us) I am writing today to complain of the poor service I received from your company on January 10, 2017. I placed an order on 1/04/2017 using a gift card for Black Chicago Bullet Speed Skates for my 9 year old son (item #: 668****).
As my son anxiously awaited the arrival, we received them on Monday 01/08/17. At our disappointment, we opened the box to find a pair of pink and white skates. My son was devastated. According to your Instructions (attached) in the box, I could return them back to the store.
I made a plan to do so on Wednesday 1/10/2017 after work. So I did just that at 4:38pm. The gentleman at the customer service was just that, a gentleman. He reassured me that I ordered the correct skates and that Toys R Us sent me the incorrect skates.
He then refunded me and gave me a merchandise credit card. Once I arrived home, I immediately called the customer service number 800)869-**** and reached a young lady named Iesha or Myesha. I explained their mistake and proceeded to order the correct skates again. I gave her my Toys R Us merchandise credit number.
And she replied she would not be able to take a TOYS R US merchandise credit for an online purchase. At this point, I’m confused and rather annoyed. I asked to speak to a manager. After 20 minutes of being placed on hold, I received Lily.
Lily lacked compassion in my opinion. She stated the store should have told me that the TOYS R US merchandise credit could not be used for an online purchase as well and the store should have told me that. She also stated I should have called the 1-800 number before returning the skates to my local store. Nowhere, on the instructions in the box does it say I must call first.
She only gave me 1 option. And that was to go back to the store which is 22 minutes away from my home. And at this point I became livid that this was my only option. That’s a total of 88 minutes of driving and 3 hours of my time, energy and gas that I’m spending to correct the mistake of your incompetent employees.
I am most annoyed that I wasted an evening correcting your company’s mistake. I am a RN nurse manager and if any of my staff lacked the compassion that LILY lacked, they would no longer be employed at my center. It would have been a great gesture if Lily would have transferred the Merchandise credit from Toys R US to a gift card and completed my transaction as a way to resolve their mistake. She told me that the store manager stated I had to return back to the store before 9pm in order to have my refund granted.
I returned back to Toy R Us. I addressed the issue with the gentleman at the customer service counter and he was also confused. He stated he has issued a merchandise credit in the past for an online purchase without any problems. I addressed the issue with the store manager, DeJuan, who also appeared confused about the policy.
He then proceeded to order the correct skates online using the TOY R US merchandise credit initially issued to me. He apologized and stated he did not understand why Lily could not so the same. My impression of Toys R US has been tarnished, and my family and I will not ever make a purchase from Toys R US. I thanked DeJuan for making a very angry customer better.
I trust this is not the way Toys R US wishes to conduct business with valued customers—I have been with you since 1990 and have never encountered such treatment before. My time is very valuable to me and I don’t appreciate having to spend my time from 4: 38pm to 7:09pm handling the mistakes of your employees. I would welcome the opportunity to discuss matters further and to learn of how you propose to prevent a similar situation from recurring. I look forward to hearing from you.
Attached please find all receipts for the transactions related to this incident.
Kudos to DeJuan and the gentleman at the c/s desk. I commend their efforts in quickly resolving this issue.
Awful
I ordered a Minnie sleepover set, I repeat a Minnie sleepover set. I received the order and a Frozen sleepover set came, also with a barcode stickered over the original.
I called and placed the complaint, they said they would have the correct item overnighted. I get it and guess they still don't understand what the difference between Minnie Mouse and Frozen are...Now I have two wrong orders 3 days before Christmas...oh and the same thing with a barcode stickered over top the original. So now what am I supposed to do?
No wonder why this company had to file for bankruptcy...what a crying shame. Maybe one day a company will get their act together and actually give the customer a correct item...I mean to get it wrong twice is just ridiculous.
Preferred solution: Let the company propose a solution
False accusations of stealing
Awful company
I received another customer's garbage in my order
My grandmother ordered a Lego table for my 6yr old son a week ago.... I drove 5hrs today to come see her in north FL....
Once I got here, She asked me if I wanted to just wrap the box or set it up to surprise my son...... I decided it would be better to put it together and THANK GOD I DID!....... So, I opened the box and I pull out a table the exact same size that was supposed to be in there ONLY IT WAS NOT A LEGO TABLE AT ALL..... It was a dirty , sticky, used paw patrol table that had crayon marks on it and a rip in it!!!!!!
So, obviously someone bought a Lego table and returned it with their garbage table to get it for free....... But what really *** me off is, that nobody checked the returned box before shipping it to me! For the last 3 hours I have been trying to call customer service and they say they will return my call and haven't, and when I finally got through, they told me they can ship to my grandmother's house but it won't be there by Christmas, and by the time it gets here, I will already be home (5 hours south from here), so she would have to spend $ to ship it to me.......... SO THEN...
I ask if I can pick it up at a near by store ......BUT I HAVE TO BUY IT!!!!!! OH BUT WAIT, BECAUSE OF THE INCONVENIENCE, THEY WILL GIVE ME A DISCOUNT...... ARE YOU KIDDING ME????!!!!!! So after she realized I was getting upset, she (customer service ) tells me she will talk to her supervisor to see what she can do AND HANGS UP ON ME!!!!
I AM SOOOO MAD RIGHT NOW and I can't get through to anyone!!!!!
All I want is what I ordered by Christmas . I have photos of the crap table that was sent to me but it won't let me upload the pictures
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They stopped taking gift cards for months, snowflake. Comparing the mafia to toys r us is hilarious.
You had obviously returned something without a receipt and received a gift card. The company is going under no thanks in part to people like you snowflake.
You are a day late and a dollar short nothing more. You seem to vilefy the company yet take NO responsibility. How many months have you been sitting on said card? Don’t hate them because YOU WAITED.
Don’t you watch the news at all? It’s been going under for almost 2 years!! I can understand being upset but take responsibility for YOUR screw up.
You waited and lost by waiting. It’s called life, deal.
You are an *** no i bought the card with Cash! Saved it for my little Girls bday.
That's It Simple.
Man do you wake up to see how big of an *** you can be!!! Get a life
Wrong, that is what bankruptcy is all about. Not illegal.
Doesn't make it right! They took money in exchange for a rain check and they still have my money and rain check is not good.
Wrong is wrong no matter what you title it.
In a convenient store that's stealing. :/