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1.8 Based on 101 reviews
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  • Customers like
    • Easy online shopping 4
    • Price 3
    • Variety of products 2
  • Customers don't like
    • Customer service 20
    • Incompetent representative 12
    • Being cheated on refund amount 7
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Had a action figure sent to the house. The box was completely open,missing items,no shipping label. customer service was absolutely horrible. incompetent extremely unhelpful workers. four times I called customer service and I got the runaround every single time. each time the representative stated they had send me a confirmation email for a new product to be shipped after 35 minutes on the phone with the same representatives who could not... Read more

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I made an online order for a nintendo 3DS gaming system on 11/24/2016 , it was supposed to be a gift for my son and 6 days after I got an email at the middle of the night that the order was cancelled.I called costumer service and the voice recording indicated that there were missing information.Then I finally got a hold of a rep and told me that the item was not searcheable and unavailable. It was so frustrating because there were lots of other... Read more

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Two orders cancelled a week after ordering. Items confirmed as located in stock. Worst ordering experience of my life. Will never do business with this fraud of a company again. aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa aaa... Read more

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I called Stone Ridge toys r us in Rochester NY to find out where the crib I ordered last week was. I representative told me it was on a truck somewhere. I explained when I ordered it, it stated that it would be at the store for pick up in 3-5 days. The customer service rep at the store responded with "well I don't know what to tell you"... seriously.. then I asked to speak with a manager and spoke with 4 other people prior to getting the manager... Read more

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So totally disappointed with ToysRUs. A few hours ago I purchased a product on Black Friday thinking I was getting the lowest price. This morning on Saturday I see the product is $100 cheaper. During a phone call to the company I was told I could not get a refund nor cancel the order as it was "allocating". That means I have to wait to receive the product and then schlepp it back to the store for a credit with no guarantee to purchase at the... Read more

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I had this problem today Nov 9, 2016. I had paid by cash in the morning, had my receipt and needed to return the wrong item that same afternoon. I was told they needed to scan my driver's license. I refused to have it scanned and refused to leave the store until my refund. After much hassle with the manager, she said I will try return without scanning my license, lo and behold it worked all she did is press enter twice when it asked for ID.... Read more

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OMG!!! I went there to find a birthday present for my grandson & was met with a store full of people (they advertised a sale). The aisles were too narrow to be able to get around without being bumped, stepped on, elbowed, at a standstill forever & so much more, when there's a crowd. The sales assistants knew nothing about the sale, sales assistants & cashiers that would NOT do a price scan for you (because so many items weren't priced at... Read more

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Ordered an item via phone for store pickup. Confirmed online it was in the store (and would hope the representative that took my order did as well). Within an hour I recieved an email the order was cancelled. I called and they stated it wasn't in my store and after speaking to the representative she confirmed it was available at a store within 10mins driving from the store originally set for pick up (why couldn't they deliver the item store to... Read more

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Today like many years I went to toys r us to conducted my Christmas shopping. This year is even more exciting because I have a brand new infant and I haven't had an infant in my house hold in 8 years!! Having a masters in Early childhood education I knew exactly what my baby needed. I carefully picked all her toys!! I picked toys for my middle daughter as well. I realized I had two carts and decided I would purchase the bigger most expensive... Read more

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What a joke. Not even sure why they have a brick and mortar location. Will just order online from now on. People at the store are so incompetent. Called ahead to verify selection and never reached anyone. Phone just rang and rang and rang. Called back an hour later and got the same thing. Went to store anyways to redeem Toys R Us rewards. Better off just shopping elsewhere. Selection is poor, quality of customer service is also poor. Had over... Read more

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