Anonymous
map-marker Odenton, Maryland

Will not honor stroller warranty

Bought an umbrella stroller from Toys R Us for my baby a couple of months before he was ready to use it (big mistake evidently!). The stroller broke after being used 5 or 6 times. When I tried to exchange it was refused because I was just over the 90 day limit. Spoke with a manager and she refused to budge, told me I would have to ship it to the manufacturer for repair or replacement. Over the last week I have talked to the manufacturer twice on the phone, emailed them the requested scans of the receipt, pictures of the damage, and pics of the model number and still no resolution!

Very disappointed in Toys R Us, Amazon has much more efficient problem resolution, guess I will go back to shopping there (so much for "brick and mortar" stores making for a better buying experience!).

Probably will not buy from Toys R Us again or be able to recommend them to anyone!

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1 comment
Guest

Dude, you had it for more than 3 months and you broke it. I don't think we live in a world where any one would (or should) do a refund for something you broke in your possession for more than 90 days.

And trust me, 90 days is EXTREMELY generous.

Guess you'll think next time when someone offers you a protection plan!

Anonymous
map-marker Columbia, South Carolina

Toys R US On Line Customer Service

Ordered Birthday present through FAO Swartz Company on line (or so I thought). Discovered FAO sub-contracts to ToysRUS out of OH.

They shipped item poorly wrapped and protected. Damaged in shipment and called to return. Got return label and that was when I discovered it was really ToysRUs not FAO. Returned and tracked return, Called again because replacement order had not shipped.

Told it would be shipped today. Well, called today and told item will not be shipped, that they will issue refund only in 3-7 business days and I can re-order. I am pissed! FAO subs to ToysRUS?

Then return policies are Toys RUs and not FAO. Then lied to by Customer service on not one occasion, but twice!! If I ever get my money back, I'll never order through FAO or ToysRUs again! Be warned!

Poor shipping department, poor customer service and lousy customer service by telephone too!!! UGH!!!!!!

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1 comment
Guest

Um... Toys R Us owns FAO, they're the same company...

Anonymous
map-marker Charlotte, North Carolina

Toys r us dishonest

I purchased a backpack from toys r us. The backpack is awesome however, I feel lied to and decieved I was offered a free lunch box when the item arrived there was no lunch box.

Called Toys r us and was told that it is as long as supplies last. They told me to click on details beside the free lunchbox offer. When you hit details free lunch box everyone of them says not available for shipping only available in store.

Therefore the lunch box was never available to begin with. I would not have paid 25.99 total just for a kids backpack.

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Jill B Zbh
map-marker Rochester, New York

Toys R Us refund policy problems

I ordered an item online with Toys R Us and that's another DISASTER STORY anyway... when I was put on hold (the first dozen times) the recording of the refund policy and the no hassle returns if you used your member rewards blah, blah.

Even on the email receipt and packing slip.

Well they tried to give me an instore credit when I had used the (***) Member Rewards AND had my packing slip / receipt.

When I refused, the manager ok'd a credit card refund. OMG. This company is so screwed up! Very poor customer service on the phone and in store, attitudes are already negative. Yikes, what will they be like at Christmas time? I WILL NOT KNOW SINCE I WILL NOT GO THERE AGAIN!

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Loss:
$85
1 comment
Sherelle Woq

I spent OVER $100 cash on Christmas Eve, IN ADDITION to using a $20 gift card. I returned $60 worth of stuff today WITH my original receipt from 2 and 1/2 weeks ago.

I was advised that THEIR POLICY at Toys R Us was to "apply returns to the card first" which makes no sense to the consumer and is probably illegal. Who are they to decide that I want another gift card to come back to their lame over-priced stores AGAIN???? If I was returned and it bit backwards into value of teh card, then okay, but when I spent $107 and return $64, I want my damned $64 back!

Criminals! I am reporting them to everyone!

Anonymous
map-marker Alhambra, California

STOP YOUR WORKERS

JULY 28 2****....AFTER 11 AM HERE WAS A WORKER FROM TOYS R US SCREAMING TO A LADY. THE LADY SAY MANY TIMES TO THE WORKER PLEASE MY SON IS HERE.

AND THE TOYSRUS JUST TROW MANY BAD WORDS MY SON IS SO PANIC.. HER NAME IS LINDA AT TOY R USRIGHT INSIDE AND INFROM DOOR TO ALHAMBRA AND FREMONT ST.. THIS INCIDENT WAS AFTER 11 AM.. CHECK THE VIDEO.

DO SOMETHING... KITS ARE KITS...

I WILL NEVER BACK SPECIAL THE END LINDA THE WORKER FROM TOYSRUS SAY WIT A LOUT VOICE "GET THE *** OUT OFF MY STORE "THAS WHAT A WORKER SAY TO THIS LADY AND HER SON.. MANAGER DINT DO NOTHING..

IS THE CORPORATION FROM TOYS R US LET THIS HAPPEN. WORKERS ARE OWNERS ...????

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Anonymous
map-marker Stone Mountain, Georgia

Jennifer

ok so i wanted to buy my sister a present since shes having a baby. It said like 10% off on everything so i decided to fill my cart up with baby toys.

I go to the cashier man and he starts joking around and talking he is not even swiping my card or anyting just standing there and talking at first im like ok atleast he is nice 5 minutes later he is still talking and making sex jokes..he says "your having a baby? it doesnt look like it because usually the womans *** and stomach is bigger." then he laughs?? he starts asking me personal question like where i live and whats my number. I complain to the manager and all he can say is "sorry" im serious THATS ALL HE SAYS.

and when i ask him about the 10% deal he says there is no such thing.. talk about bad service

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Dnos
map-marker Westhampton Beach, New York

DISGUSTING CUSTOMER SERVICE! NEVER AGAIN!

Absolutely disgusting customer service! Buy at your own risk!

Do NOT expect the company to accept a return, to refund your money, or to give you store credit. They will use any excuse to deny undoing a sale. I purchased a travel bag for my toddler's car seat from the Totowa NJ store for about $14.99. The bag was of such inferior quality that it tore as the airport's long-term parking shuttle driver was loading it into the van on the way to Newark airport.

I had not even started my vacation yet, and the bag was useless to me. I was unable to make it back to the store during the specified return period because I was working crazy hours to catch up on work after returning from my vacation. When I returned with the bag and the receipt and explained the problem to the store manager, she told me that she would not give me store credit or a refund even with my receipt because the return period had expired. She didn't care if Toys R Us sold me a travel bag that ripped before I even got to the airport.

I telephoned ToysRUs's national number and they cared even less. I promptly disposed of my Rewards card and stopped shopping there.

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Loss:
$14
19 comments
Dnos

And you're a ***, which cannot be fixed until they figure out how to do brain transplants....which is why the phrase "defective product" is lost on you. You're like a deer in the headlights.

Another example of the dopes who they put as managers of retail stores. Return policies dint apply to defective products.

What does toys r us need the busted merchandise returned quickly....are they going to resell it? ***.

Guest

Got it...toysrus didnt make the bag.....90 days you are lazy!!! And want someone to pay for your oops...

Guest
reply icon Replying to comment of Guest-513201

Wow, toys r us, just go out of business already

Dnos

...Incidentally, I'm very glad this happened to some extent. You see, I previously didn't mind paying slightly more money to shop at Toys-R-Us over an online retailer like Amazon.

Since online retailers do not have the high overhead expenses that traditional "brick and mortar" stores have, they can charge substantially less for their merchandise. Brick and mortar stores are therefore the underdogs in that fight. However, if there is no benefit to shopping at a brick and mortar store like Toys-R-Us (as there obviously isn't with such piggish managers and policies), then I'll just shop online and happily pocket the additional money I save.

Based on my shopping history, I'll recover that $14.99 after just one or two sales. For Toys-R-Us, it's one more customer they lost to Amazon and that much closer to closing down their brick and mortar stores...

Dnos

...A word of caution about using a public forum to defend the negative comments being posted about your company... you attract more attention to them, which, if you were smart, would be the last thing you would want to do.

But lack of intelligence is undoubtedly why you're a retail servant - (I mean, it helps your company with loss prevention, right?. After all, the more clever employees tend to steal the merchandise).

Keep posting though... Loving it!

Dnos

@Big Bruce. Off the top of my head, Gap, Banana Republic and Old Navy - until just a few years ago, they ALL accepted returns of their merchandise so long as you had an original receipt, provided it was unworn and unwashed, even if you came back years later with the original receipt.

I recall seeing one particular customer return apparel that she had stored in her attic for years, and the store it back, no questions asked. Second, the particular merchandise was not sold with an instruction book. Who's the one making the assumptions now? I placed a standard car seat in the bag I bought, the EXACT product that the bag was allegedly manufactured to transport.

A number of people have posted online that they had to return that item to the manufacturer for the identical reason. So the fact that you're being so passionate to argue for ToysRUs without even knowing all the facts is pretty suggestive (if not completely convincing) that you work for them or would otherwise be benefited by arguing tooth and nail on their behalf. Your statement that all customers should pay for the lies of a few is abysmally ignorant. So why even bother have returns then?

Stores should just have an "All Sales Final". Guess why they don't? ... I'll give you a hint - it's because people wouldn't shop at those stores!

Ultimately, all of your arguments won't help them. As the adage goes... รขโ‚ฌล“a customer who gets good service will tell one person, yet a customer who gets bad service will tell 10 peopleรขโ‚ฌย. Plus, Toys-R-Us has lost all of my business.

When I told my co-workers, they told me they already stay away from Toys-R-Us.

Keep posting though ... seems to make you happy...

Guest

"Some retailers go so far as to fully refund merchandise that is returned years later" Really? Name three?

Better yet, name two - that are still in business.

And Yes - I am a manager at another retailer, but not at Toys R Us (I always love the ASSumptions that if someone disagrees with the OP - they must work for the company). Customers lie, cheat, and weasel their way into getting companies to take make merchandise that should never be returned.

I have a feeling that with your bag, you didn't bother opening the instruction and safety book, and ended up overloading the bag over the maximum weight limit which ripped the bag. And now you want Toys R Us to replace the bag for your mistake.

Guest

@"have consideration" - I think the world is better without the "Ha! Gotcha!" rules, (a.k.a.

Caveat Emptor/Buyer Beware). Some retailers go so far as to fully refund merchandise that is returned years later, so long as you produce an original receipt. That's good business. Costs the retailer nothing, yet makes customers happy.

I was not even asking Toy-R-Us to go as far as to do that. I returned in a reasonable period of time with a bag that ripped (literally when the FIRST person picked it up to put it in the van to go to the airport). That takes me to the point made by BigBruce - that it's hard to prove. It isn't.

I bet that many other bags rip but nobody reports it to the manufacturer (as I didn't). And even if it were, Toys-R-Us does not need to prove it. They can simply levy on their relationship with the manufacturer on my behalf. It was the least they could have done for a loyal customer.

And your statement that a recall would be issued when the harm at stake is solely financial is naive. Regardless, both of you are likely Toys-R-Us managers desperately trying to undo the damage caused by posts like mine. So best of luck in your endeavors!

Ultimately, it's going to harm your bottom line. Toys-R-Us already has a reputation for bait-and-switch and other unsavory selling practices.

Guest

Toys R Us didn't manufacture the carrier. It's hard to tell if the breakage was due to manufacturer defect or customer abuse. If there was something wrong with the entire product line, a recall would have been issued.

Guest

No I'm not 9-5 and do have busy hours plus a 4yr old. To add on I'm a single mom that doesn't have all the time in the world to do simple $14.99 returns.

So yes I understand the frustration you have with these companies about little returns but if this world didn't have rules then where would this crazy world be today? JUST SAYING!

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Anonymous
map-marker Mcpherson, Kansas

Upside down dora picture on toy box from ToysRUs

Well I ordered the Dora folding toy box at Toys R Us online. When it arrived in the mail it didn't take but a minute to put it together.

I quickly realized that the big picture of Dora on the front was upside down. I immediately called Toys R Us customer service. They told me that they would send me out another one right away."At no cost" to me. How nice!

(Sarcasm). And they very sweetly told me that I would have to mail it back myself by dropping it off at UPS.

After all this I think my biggest disappointment is that they didn't at least give me a coupon with my resent toy box. Must not care about return customers.

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Anonymous
map-marker Mcpherson, Kansas

Upside down dora picture on toy box

Well I ordered the Dora folding toy box online. When it arrived in the mail it didn't take but a minute to put it together.

I quickly realized that the big picture of Dora on the front was upside down. I immediately called Toys R Us customer service. They told me that they would send me out another one right away."At no cost" to me. How nice!

(Sarcasm). And they very sweetly told me that I would have to mail it back myself by dropping it off at UPS.

After all this I think my biggest disappointment is that they didn't at least give me a coupon with my resent toy box. Must not care about return customers.

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amaloue
map-marker London, England

The hidden e touch!!!

this is quite a story, but i will keep it as short as i can. My 11 year old son received an etouch for christmas from his aunt.

on boxing day it wouldn't hold a charge. the next day my husband took it back to the original shop along with nine other parents with the same problem and exchanged it. this etouch would not hold a charge either. still with me?

my husband took it back again and exchanged the charger and that failed. i took it back and received a credit note and was told that they would recieve a new supply by easter! i waited unil after easter and there was still no etouch available and was promised they would be in on the friday of that week. on the friday i waited in the shop for nearly 2 hours for the lorry with the etouch on to be eptied, was advised to go home and wait for a phone call as the lorry can take up to 5 hours to empty.

(no wonder they get paid minimal wage!) i had a phone call of the manager who informed me that the etouch had the wrong plug on it and they would have to order a new batch that would take a maximum of two weeks.

i have phoned today over two weeks later and have been informed that they cannot give me a date for the new etouchs and i can have a refund if i am unhappy! great customer service!!!!

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Loss:
$100
Anonymous
map-marker Dallas, Texas

Toys R Us UNHELPFUL

A lot of us make baby registries when we're expecting, wedding registries when we're getting married, etc. My husband and I are expecting our first child this June 2012.

We have received numerous gifts for the baby, one of which is a baby swing we wanted. When received, we took it out to put together to make sure it was ok. Well it wasn't. Only of the legs that's suppose to click open for balance of the swing is broken.

We called right away to reschedule a new one delivered to our house. The lady on the other end was so ***, and clueless. She said, well can't you come to a toys r us and exchange it yourself? Um no,with the nearest one being about 3 hours away, no we can't and we're not going to.

She then continued to babble on about us having to pay for redelivery, and to top it off, we had to wait a week until they could arrange the company to pick it up from our house, then deliver the new one god knows when. Well, me not being the sweetest person when someone is so ***, I ripped her a new one. Finally, they have arranged for free next day pick up, and next day delivery for us.

As much as toys r us has nice things, I am sure you could find better quality somewhere else. We will not be shopping there again.

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3 comments
Guest

I have to ask.. At your job do you know every job function?

Can you solve every problem every person has?? Most of these people are part time associates that only work a few days a week, and may not know.

While there are knowledgable people that can help you do not take this out on some poor girl that happened to pick up the phone and attempt to fix your problem. It is not the stores fault you live so far away, and it is certainly not hers.

Guest

WIth you on that one Simon. It is not the stores responsibility to send you something because you live 3 hours away.

You could have contacted the Manufacture.

You know, those people that actually make the product. hmmm

Guest

They gave you your way after anyone else would've just hung up on you and you're still not going to shop there? They should've just told you to deal with it yourself.

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Alise T Eed
map-marker Burlington, North Carolina

2 weeks shipment

I placed the order in Toys r Us internet shop for my son's birthday (for 03/12/2012). They didn't tell during your order, how long does it take.

So, after submittin they gave me the information that the order will be shepped on 03/16/2012. After my attempts to change the date, the shipment method or even to cancel the order, I was told that everything is impossible.

How is it supposed to work? They didn't provide the shipment info from the beginning, and after you know that it is too long for you, they can do nothing!

It is very inconvienent.

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Loss:
$150
1 comment
Guest

totally calling bull *** on this one.

Tanayah Mfq
map-marker Richardson, Texas

Bad Customer Service

I visited Toys R Us to purchase items advertised on sale in their add buy one get one 50% off. It took me less than 5 minutes to shop.

One hour to check out. Out of the 18 registers they had only one was open. I stood in line behind 7 people. THEN my items rung up at the wrong price and I had to go get the sign off the shelf to PROVE the correct price.

THEN they had computer problems and I could not get a gift reciept. The worse was after leaving Toys R Us I found out that they had not bagged two of my items. I had to make a separate trip back to the store. The manager told me to go check the parking lot and made me feel like I was trying to pull a scam and get some free stuff.

I found the two items at the register I was checked out at. The cashier had failed to give me the items.

WOW...Poor experience...5 minutes to shop 1 hour to check out 30 minutes to make a separate trip back to correct their mistake . I will NEVER SPEND MONEY AT TOYS R US AGAIN.

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Loss:
$50
3 comments
Guest

I ordered a Journey Girls Kyla doll 5 times! I know, pretty pathetic.

The one pictured on their website, shown as available, had boots, a cute pink tiered skirt, denim jacket & gray sweater. I kept receiving a Journey Girls Kyla doll wearing a white hat, silver sweater, black leggings & white boots. I was soooo desperate for what I wanted, I ordered the same thing, unknowingly 5 times. The last time I ordered, I went thru eBay (for ToysRus).

I got the same mistake there too. The doll is too cute and the outfit is just adorable. Call customer service each time, ended up with really nice, but not helpful, cust service reps.

I got the sense that they knew they couldn't help and sympathized. The whole deal is a MESS.

Guest

This is all i have to say. WORK one week in retail especially a store like TRU. Then come back and let me know how it went.

When you have to deal with ignorant, demanding, lazy, good for nothing people everyday it gets a little tiring and most people start to not care. The return policy has not changed barely at all in 20 years. Now, what has changed is the strictness. If a store wants to obide by its policy then they can. The reason why is cause people steal, commit fraud, and what not and on top of that they are RETAIL, NOT the manufacture. So they have no responsibility behind whether or not you like the product, if it works, or whatever. If its that big of a problem, then call the manufacturer (those are the people that develop and produce the product) for those ignorant people out there.

So, get your *** straight before you start complaining. YOu need to understand why things are and why they work.

Beatrice h Mnp

I agree, most of my friends have bad experiences at Toyrus. They need a real shakeup. Poor customer service, poor return policy, not a way to keep customers.

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Ellen C Hvq
map-marker Houston, Texas

Toys R Us disregarded fraud investigation sent check to collections agency

I was the victim of a fraudulent check being written on my checking account.

As soon as I saw the $193.93 debit from my account, I called both Chase bank and Toys R' Us. Both companies gave me a fraud investigation number.

The bank proved conclusively that this was fraud and sent me an affidavit of fraud which I sent to Toys R' Us.

Even though Toys R' Us had this information and they had their own fraud investigation going on they turned my name and account number over to a Collections Agency that in turn sent me a letter demanding payment of the $193.93 plus a $25 check fee.

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3 comments
Guest

This is why banks have a "fraud" department. Once you fill out the necessary paperwork with your bank to dispute the charge as fraud.

Your bank should then call the companies financial services to advise the issue. Sounds like your bank feel short, but just placing a "hold" on the charge, thats why TRU sent it to collections.

Guest

Dear Toys R' Us:

I have spent NUMEROUS hours on the phone with your guest services associates: Shamia, LaToya and Ebony. All to no avail.

It seems no one has the time or interest to help me out.

The last person I spoke to รขโ‚ฌโ€ Shaylaรขโ‚ฌโ€ told me to contact the collections agency myself.

Everyone (except Ebony) has been pretty unresponsive and uncooperativeรขโ‚ฌโ€and why would I want to waste more time by calling you back?

If you want to clear matters up, you can have someone call me at 713.465.1482.

Let's see what transpires now.

Guest

Hi,

We'd like to look into this further. Please contact guestservicessocial@***.com for assistance. When you do, be sure to include your full name and phone number where you can best be reached, as well as a detailed description of your experience. Thank you.

Toys"R"Us

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mobin h
map-marker Woking, England

Arogannt workers in toys r us

i brought a bike 9 months later and i had hardly used the bike because it made such a racket even indoors and when i went to retrne the bike all i got was a arrogant worker who didn't listen and when we said we wanted to speak to the manager he said NO CHANCE YOU WORNT GET ENEYTHING OUT OF US! we wont be shopping there or recormending it as well toys r us are about selling products nothing else returing is such a big hassel and i dont see why we should get treated like this when we are spending our money in there shops

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9 comments
Guest

in january tried to return a christmas gift my daughter received. it was a special barbie sold only at this cr@***t store and marked with their logos.

when trying to return it though, they demanded a receipt. i explained it was a gift and no receipt came with it. they insisted it may be stolen and policy requires a receipt. i said just wanted to exchange it and let my daughter get someting she wanted.

no budging.

store policy. i explained where they could put their policy, their barbie and their attitude.

cr@***y store, cr@***y policies, cr@***y staff...

in sum, go elsewhere

Guest

***.

Guest

:zzz :zzz :grin :grin

Guest

They also have a durable return policy. If the bike has been used, soiled, and not in new condition they do not have to take it back. The same policy applies to walmart and target.

Taylor Huv

Not to be rude or anything, but waiting 9 months to return something is a bit...late. >_>

John N Mzy

***. You wait 9 months to return something and then expect a full refund? You must have graduated from public school.

Guest

Because it was most likely in working condition earlier. She is just making lies about it always being faulty because she does not want to admit the bike was faulty because of missusage

Guest

why didnt you bring it back earlier?

Guest

Something is fishy about this. Why did you wait nine months.

Don't you know how a read like most stores they have a 90 day return policy.

It is not their fault that either you do not know how to read or are lying about the bike because it was really you who were careless. Either way you are the arrogant one in thinking you should not have to follow the rules and get your way.

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