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Demanding all driver's license information in order to return merchandise! | Toys R Us review from Venice, California

1.0
Details
I returned a toy at ToysRus and was asked for my driver's license. Unlike every other business which only checks to match your photo with your face and your credit card name with yours on the license, the clerk began inputing all my driver's license information into their system without my permission. When I objected and inquired why, he said it "company policy." I refused, and he told me he could not credit my account unless I gave him the information. While I told him he could do this just this once(so I didn't forfeit my credit refund), I informed him and everyone else in the store about this bizarre and unnecessary privacy grab, and told him not only would I never shop at another of their stores, but I would tell everyone I know about this for future reference about giving up all this private information.
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7 comments
Anonymous
#941233

I made the purchase with my credit card.

They have a record of the purchase.

I returned the item, with receipt, within 1 week of purchase.

I want the amount to be credited to the ToysRUs card I used for the purchase.

They are concerned about fraud?

I am concerned about the idiots who run the company!

I am frustrated by the policy. I intend to dispute the charge on my credit card because they refuse the refund.

Anonymous
#929575

I work at the service desk for this company and what most customers don't understand is that we as employees do not make these rules. Believe me, I hate asking people for their license because I know how ridiculous it is, but it is literally the only way we can do a return.

Even the managers aren't able to.

It is very upsetting when someone argues with me as if I made this decision. Please, if you must make a return and don't like the policy, just provide your license that one time and simply don't shop there again.

Quanasia
#918106

You were most likely scared they would found out that the license was fake. They don't know how to use common sense though, they should have known it was fake when they saw that you are six years old.

You really must be six if you think telling all your first grade friends will put them out of business, chances are they will hear your story and ignore you and go there anyways. Also just because you and a few friends don't shop there won't put them out of business.

Anonymous
#921947
@Quanasia

The next time you try to return an item and you have a receipt proving the date, item and purchase price, yet they ask you for your driver's license # to track your age, address, birthdate, and can gain access to your DMV records, you go right ahead and do that. The next time someone asks you for your social security number when they don't need it, you go ahead and give it up....you have nothing to hide right? ***.

Anonymous
#915050

I agree. I have a receipt, I didn't steal it

now give me back my money. total Invasion

Anonymous
#914124

Omg shut the *** up.....that was a *** reason to complain

Anonymous
#913666

Many companies do this.

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Review
#567892 Review #567892 is a subjective opinion of poster.
Reason of review
Poor customer service

Wrong Item Reserved via Layaway | Toys R Us review from Kansas City, Kansas

I ordered Doc McStuffins Deluxe Check-Up Center (the Toyrus exclusive) using the online layaway feature back in October. I made the appropriate payments and then went into the store last week to pick-up the item. Except the store didn't have the correct item. They had put another item on layaway that was half the price. The sales staff were surprised that I wouldn't accept an item that was half the price and wasn't what I ordered. When I requested the original order be fulfilled, I was told the exclusive version of the check-up center was sold out nationwide, but the regular version was available if it was ordered online. I accepted the regular version, but requested that express shipping be paid for by Toyrus as I needed the toy before I left the country. The manager, who I had been working with agreed to cover the extra shipping cost, and placed the order online. Of course the item hasn't arrived when Toysrus indicated it would, and I have no idea if I'm going to receive the substitute item before Xmas. It's no wonder Toysrus is failing. If someone in the layaway department had just double checked the item at anytime before October and last week, all of this could have been avoided. Now, I've been forced to purchase this item elsewhere to make sure I have it in time for the holidays.
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Review
#567550 Review #567550 is a subjective opinion of poster.
Reason of review
Wrong item provided.
Loss
$88
Preferred solution
Let the company propose a solution

Toys R Us won't price match themselves?

1.5
Details
I made a purchase of several items at Toys R Us online on Black Friday. Before I have even received the last item, they are on sale this week for 30% off, until 12/13. I called their customer service line, and they said I only had 7 days for price match (It's been 9) and in any case, they don't price match themselves. So my recourse is to go to the store and return the items for a full refund, and re-purchase them. What a hassle! Instead of just giving me an adjustment of $21, they will make me use gas, waste my and their employees' time, and end up with the same result. One BIG difference- NEXT time I'm shopping for toys, I won't be shopping at Toys R Us!
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2 comments
Anonymous
#926999

This is their policy. I had to wait to receive my items, take them to the store, return them and buy them again on sale. How *** is that?

Quanasia
#1035334
@Chip

You want toe refund then you have to follow the rules. I understand like your friend you are only four years old, but they have rules and you cannot always get your way.

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Review
#566856 Review #566856 is a subjective opinion of poster.
Service
Toys R Us Customer Care
Pros
  • Online shopping was easy
Cons
  • Price match policy
Reason of review
Poor customer service
Loss
$21
Preferred solution
Price reduction
Tags
  • Toys R Us Price Match

3 Layaways not rceieved | Toys R Us review from Altoona, Pennsylvania

3.0
Details
I had 3 Layaways online Totaling $533.00 I paid them off a week ago and they are marked shipped. No tracking numbers were provided online or through email. I have not received anything. I have called them several times and no one knows why they have not been sent or what is going on. They keep telling me that they will escalate this and someone will call me. So far no one has. Two of the layaways are Christmas presents and the other was to be a Birthday present for my grand son next week. I have no idea what to do next.
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Review
#566589 Review #566589 is a subjective opinion of poster.
Reason of review
Never sent
Loss
$534
Preferred solution
Deliver product or service ordered

Toys R Us completely messed up online order

1.0
Details
I placed an order to pick up items in store the same day. When I clicked to complete my order, the main item was switched to ship-to-store in 7-14 days! I called the store and they actually had the item at the store but could not give it to me because I had ordered online! The store manager told me to call 1-800-toysrus, but you cannot speak to a human and cannot resolve any problems. So now, I have paid for an item I cannot get in time to give to my granddaughter! I will NEVER use Toys R Us again - I will stick with the pros: Amazon and Walmart!!!
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1 comment
Anonymous
#912292

You can get through to a human. When it asks for your order number select the option that says you dont have it . Thats what I did.

Review
#566401 Review #566401 is a subjective opinion of poster.
Service
Toys R Us Manager
Cons
  • Useless online site
Reason of review
Problem with delivery
Preferred solution
Full refund

Paid Layaway in Full, Received 3 items the rest cancelled with no Notice | Toys R Us review

1.0
Details
Paid Layaway in Full, Received 3 items the rest cancelled with no Notice - Toys R Us review
Paid Layaway in Full, Received 3 items the rest cancelled with no Notice - Toys R Us review
Paid Layaway in Full, Received 3 items the rest cancelled with no Notice - Toys R Us review
Placed an online layaway order on 9/20. Paid the deposit required and made two subsequent cash payments in store. Received 3 items shipped to me and when I went to track the rest of order it shows cancelled. Called Customer Service and was on the phone for over an hour yesterday 12/3. Said I would be issued a refund which is unacceptable. Called back today 12/4 was told the same thing and that the issue was escalated but would take 3-5 days for a return call. Said I would receive a e-gift card which is unacceptable as well. The person today hung up on me. I am livid. No one at that company seems to know what is going on or how to resolve.
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Review
#565568 Review #565568 is a subjective opinion of poster.
Reason of review
Order cancelled without notice for layaway
Loss
$600
Preferred solution
Deliver product or service ordered

Toys r us service SUCKS

1.0
Details
i placed a layaway and wasnt able to make payments online or in store so i had no choice but to cancel it and do the layaway in-store. well i think it was cancelled , i cancelled the order 3 times and today i got a email telling me i need to make payments , so i called them again and bam not a big surprise the layaway hasnt been cancelled WORST SERVICE EVER i want my money back from the layaway , looks like its not gonna happen. its crazy, they had no problem taking my money and now that i want it back they giving me all these run around
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1 comment
Anonymous
#917585

delivery service discusting never again thanks for ruining my xmass

Review
#565156 Review #565156 is a subjective opinion of poster.
Cons
  • Customer service
  • Being cheated on refund amount
Reason of review
Poor customer service
Loss
$50
Preferred solution
Full refund

They Screwed up my order twice and i ended up paying for it | Toys R Us review from Port Charlotte, Florida

1.0
Details
THE WORST EXPERIENCE EVER!!! Ordered a Zachary Mobile online (63.78) in a registry on 10/10. Item shipped 10/12. My friend received a stuffed little octopus (19.99)!!!! Called customer services and spoke to Rai (employee #4868) who apologized and said she can keep the octopus that he would send the correct item asap. A month later, no item. Called again and apparently the order was not completed. The new representative, Sandy, finally placed the correct order and did not say anything about returning the incorrect item. I told my friend to keep the octopus and she finally received the correct item on 11/22. Shortly after, I received a reminder notice to return the original item or i will be charged 63.78! I called a spoke to supervisor Raynaldo (employee #2853) who said he was very sorry but i had to return the wrong item. THE WRONG ITEM IS A STUFFED LITTLE OCTOPUS. I had the most embarrassing moment telling a pregnant woman on bed rest that she needed to return the freaking item i had originally told her she could keep!!! Toys R Us did nothing for us. They screwed up twice! and we ended up paying the price. The worst experience ever! Do not shop with them online. Horrible!
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Review
#564990 Review #564990 is a subjective opinion of poster.
Cons
  • Trying to receive correct item
  • Customer service
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Toys R Us reimbursement process failed me and my grandson

2.0
Details
My advise to you all...file a complaint with Better Business Bureau and Attorney General Office to get results.... 11/11/2013, I went to store # 6352 to purchased a "NEW" tablet, Christmas gift for my grandson, store didn't have it in stock, gave her a $100 bill to process order online, store clerk generated a gift card to process online purchase and shipped item to home, received tablet and it was worn and used, screen was scratched and body had dents, returned it by mail, Toys R Us acknowledged return...and I battled with them for a whole year just to get a replacement gift card but I decided I was no longer going to do business with them anymore so began requesting cash refund. Today, corporate office called me 862-926-2923 twice...1st call they continued to state they could only process a gift card and not cash refund. I hung up and file a BBB complaint and called Attorney General office in New Jersey. So I called Corporate office back, to get the name of the person I spoke to and the individual who denied my request for cash reimbursement and happen to mention that I needed names to provide to Attorney Generals office and Whaalah, replacement card issued with a email/call to store # 6352 to convert to cash when I go to redeem...so sad that an easy fix took forever but was resolve because of my tenacity...Don't give up no matter how small the amount...I don't know about any of you but I certainly am not rich to give away my hard earn cash to Multimillion Dollar Corporations...
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Review
#564134 Review #564134 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$65
Preferred solution
Change reimbursement protocol to meet condition

Ordered online for store pick-up----charged incorrect amount and refunded an incorrect amount | Toys R Us review from Johnson City, New York

1.0
Details
I ordered a Wii game online for in store pick up using my paypal account to pay for item. I received confirmation email from paypal that I paid $24.06 for item and received a confirmation email from Toys R Us that I placed the game order and that my total was $24.06. I then received a second email from Toys R Us stating a summary of my order stating that they were processing my order and my toga was $23.88!!!! HMMMMMM I was charged $24.06 then email from Toys R Us state total $23.88!???!! Then I get my available for pick up email from Toys R Us and go to the store to pick up item. I had to walk to the back of the store, scan my barcode from pick up ready email and...wait and wait and wait. Ordering online and pick up in store is supposed to make things go faster but not here. I spent more time waiting for the item then if I had just gone to the store to purchase the item off the shelf! Then while I was waiting I notcied the same game that i had just ordered for pick-up and was waiting for said item to be brought to me that there was a sale on the item i had ordered that was buy 1 game get 2nd game for $2.00. So my 2 young children picked out 4 games (one of them was the same game that I was waiting to be brought out to me). I figured, I will purchase another copy of the game that was ordered as well as three other games to take advantage of the great price and return the game that was ordered online for store pickup. I made my purchase and went to customer service to return my item. First off, the refund barcode on the pick up email would not work then the customer service lady spoke about refunding my money on a gift card, even though I had the email receipt and my credit card that paypal uses. She somehow got my refund done but only refunded me $19.16! The game alone without tax cost's $19.99, not including tax and the protection I also added to game. It wasn't until I got home that I noticed that not only was I refunded such an odd amount which was also not the correct amount, it wasn't until I went back into my email to check on how much my total was via paypal that I began to notice the discrepancies in total amounts in my emails from Toys R Us. I called the store back and spoke with store manager who asked me to bring the paperwork back into store to get the rest of my refund. This did not make me happy at all. So I loaded the kids back into the cold, drove back to Toys R Us, asked for the manager, had to go through the story with the customer service staff, then go through it with the manager again. Then I had to run out to my car to get my license, AGAIN!, for some odd reason and he refunded me the difference of what I was originally charged and what I was refunded. No I'm sorry, no I'm sorry that you had to go through all of this, no sorry for the large waste of your time, no sorry for our screw up costing you time, money and gas. NOTHING!!!! Then he acted like they were doing me the favor!!! When I got home i called the annoying 1-800 number and went through the same story with them and explain my total displeasure with the store manager, the incorrect refund, the long wait for item, having to go get my license from my car to get my money back that was owed to me (even though I had all the emails and receipts at the desk), etc etc. I may as well have saved my breathe. I am so disgusted with TOYS R US that I will never, ever shop there again, even if the item is free!! And I will tell everyone I know what happened! In the end customer service at the 1-800 number gave a lousy $10 promo code for online purchase, whoopee dooo. I complained not to get a gift card from them but a sincere apology for all my time and gas wasted. I shouldn't have bothered. And that $10 promo code? That didn't even touch amount of gas that I spent going back and forth to Toys R us to get my correct refund back! Let alone all the time I spent dealing with this. Word of advice! STAY AWAY FROM TOYS R US, THEY WILL STEAL YOUR MONEY IF YOU ARE NO PAYING ATTENTION!
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Review
#563538 Review #563538 is a subjective opinion of poster.
Service
Toys R Us Customer Care
Cons
  • Being cheated on refund amount
  • Treated like i was scamming
  • Customer service
Reason of review
refunded incorrect amount
Preferred solution
Let the company propose a solution
Tags
  • Cheated consumer
  • Online Ordering In Store Pickup