Anonymous

Double Charged with NO HELP

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I will never order online from Toys R Us again. I placed an online order over two weeks ago totaling somewhere in the amount of $129.

This charge was then naturally pending in my account. After about 4 days, the pending charge vanished, thus adding money back to my available balance. I luckily saw this, and figured out that they were taking a charge for each item when it actually shipped. Inconvenient, but okay.

I knew I had to keep this in mind while buying anything, as we live pay check to pay check and it's tight right now. The final charge came out for around $42, days AFTER we already received the item. Mind you this order was OVER TWO WEEKS AGO... The next day, a charge for the exact same amount posted as pending, so now there are TWO charges pending, thus affecting my available balance.

I knew this was an obvious mistake. I called Toys R Us and due to their astronomical wait times a "Customer Service" rep called me back and I explained my situation. She told me there was a tracking error that caused the double charge and one of them would come off in 3 to 5 business days. Now I had this exact same problem before with an Amazon third party where a double charge came out, so I called Amazon and they were very helpful and gave me a code to give to my bank so that the bank would credit the amount back to my account until the bad charge was taken off.

I inquired about this same kind of solution with the "customer service rep" and her response was (get this) "Oh it's normal to have double charges when you purchase items online, therefore we cannot give you anything to get your credit back to your account." Normal? YOU JUST SAID IT WAS A TRACKING ERROR and a FAULTY CHARGE! As angry as this made me, I kept my cool and politely ended the call. I will NEVER purchase another thing from this company again.

Total chaos in their ordering and billing process and from a quick Google search MANY people have had the same ordeal happen to them.

NO WONDER they're going bankrupt! BUYER BEWARE.

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Loss:
$43
Pros:
  • Being able to order items online at a great price
Cons:
  • Being double charged and having a fluctuating account balance
Reason of review:
Problems with payment

Preferred solution: Let the company propose a solution

3 comments
Guest

Hello! I have the same problem with toys r us!

Guest

did you ever get your money back? I had the same thing and they still haven't given my money back and it has been almost a month with at least a call a week I have made to customer service.

Guest
reply icon Replying to comment of Guest-1407869

Yes. It took a while but the money was eventually posted back to my account after talking with my bank as well.

I hope you get your funds back! Sooo ridiculous!

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Willim Bxa

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

Disapointed

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I bought on toy rus site payed for a express shipment ( 2 days) and in two days The order was not yet shipped. I called The Toy rus help they informed that i Will receive in that evening , but no arrival . I called again , they informed that Will cancel and reimbursement but till Now nothing. I bought on Dec 26th, first call dec 29th, second call dec 30th.I sent a lot of e-mails but no reply
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Reason of review:
Order processing issue
Anonymous

Price match

Toys R Us - Price match

Was told there was no price match at this store on during this week called corporate and they said it was just on Black Friday and cyber Monday this is the day after showed manager a picture and he could do nothing but say not today. No more toys r us!!

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2 comments
Guest

TRU price matches everytime of the year except for Black Friday and Cyber Monday for good reason. Nobody price matches on those holidays and it is far too busy to have people waiting in line an extra 15 minutes while hundreds of people are trying to price match every item they are getting. You, my good man or lady, are thinking unrealistically.

Guest

It's a Black Friday sale!!! GET OVER YOURSELF!!!

NO retailer will price match on that day and you know this! You're just acting like an illiterate fool because you basically wanted the items for free. I am SO tired of people like you who think the rules do not apply to you!

Grow up and shop online from now on if you must. NO ONE wants to deal with your whiny sorry {{Redacted}}!!!

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Dirk Svr

Order Cancelled Twice

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I placed an order for a Graco Double Stroller they cancelled my order twice the first time my bank blocked my transation and the second time they said that the billing address wasnt corret which I don't believe because they were able to charge my card twice. They kept me on hold for over 2 hrs with no resolution.
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Reason of review:
Order processing issue
Calan Gpk
map-marker Poughkeepsie, New York

Racially profiled at toys r us

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On Dec 21 2017 i went to Toys R Us in poughkeepsi ny to shop for gifts fir my kids. I paid an exited the store.

I walked to my car an a security gaurd ran up on me when my back was turned with hus hand on his gun souting you better have a ******* receipt for those things dont touch anything in the car. He was with a young employee whi said i we stole items. I had my receipt. I didnt take it.

I called the police. The managernwas very stand offish he saud its there word against mine. The peace officer not police officer who was security never even identified himself, i was guilty as soon as he ran up on me.

Really your gonna shoot me over toys i paid for. Shame on Toys R Us!!!!!!!

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5 comments
Guest

How much did you get away with?

Machele Imf

Sounds like you have a rather large chip on your shoulder. "Racially" profiled?

No, just a matter of being "criminally" profiled, ie., suspicious activity in the store leading security to believe you stole something. Nothing to do with race, except in your own mind and prejudices.

Calan Gpk
reply icon Replying to comment of Machele Imf

Its not a chip on my shoulder at all. I never mentioned what race the person accusing me was.

People of same race cultures and ethnicities also peofile based on race. Thats what society has taught them to do. You were not there you don't know how i was treated and the full details of the security gaurds dialogue with me so please dont down play it.

What ever the case was not all individuals get treated the same in this country and in certain situations. The fact of the matter is I could have been shot over toys while my back was turned.

Guest
reply icon Replying to comment of Calan Gpk

You should really learn how to use the English language. Your spelling and grammar are horrendous!!!!

Calan Gpk
reply icon Replying to comment of Machele Imf

And there was no suspious activity i shopped paid for mt items and left. Whats suspious in that.

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Anonymous

Impossible to get a basic gift receipt

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All I wanted was a basic gift receipt but it turned out to be impossible to do so. I purchased online using the option of picking up at the store.

Was told at the store upon pick-up that it was not possible to have a gift receipt produced there but that I would be able to print one from my online receipt. Scoured the email/receipt - no such option. Help page states "After you have picked up your order, a gift receipt will be sent to the email address you used to place the order." not so. Used the chat option - this person said it could not be done.

Called customer service - this person said they would have to "escalate" the issue which would take 5-10 days to resolve!!! I was given an issue number for tracking/reference.

Never heard back. So annoyed that a basic item such as a gift receipt would cause such a headache

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Reason of review:
Poor customer service
Anonymous

SHAMBLES

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Toys R Us is an absolute shambles of a company. Ordered two items.

One item delivered to the wrong address and then turned out to be the wrong item. Other item I was told I could not have as they were out of stock even though I could still add it to my basket online after they told me it was out of stock. Then had to use the ridiculous ticket system to sort out redelivery of the original item that they sent out wrong. No way to talk to an actual human on the phone.

Absolutely ridiculous. The redelivery got lost in the post and it has taken me days to get someone from the customer service team to actually reply to me to tell me the redelivery was lost in the post. And then to top it all off I am a student and am only home for Christmas and will not be here to accept a third redelivery attempt, so asked for it to be sent to a different address. But no, Toys R Us are even incapable of printing out a new shipping label with a new address to stick on my parcel.

Literally the worst customer service I have ever experienced.

Be warned. DO NOT BUY FROM THIS INCOMPETENT COMPANY THEY WILL MESS EVERYTHING UP.

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Cons:
  • You
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Jenan Dit

Incompetent and Misleading!

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Terrible experience with customer service two times in a row. Service has declined dramatically over the years.

2017 has been the absolute worst. One in store and another online experience will have me shopping at other competitors for future toy purchases. In store I was to pick up an online order. The rep could not locate my order and instead of issuing a refund, only option was a merchandise credit!

I later attempted to use the credit for an online purchase and it was unable to be processed. Ridiculous!!! Second issue just a few weeks apart. Toys touts that they price match and the ONE time I asked for this to be applied they could not.

There was another online retailer selling the same item. It was $4 less. Toys had the same sale just a day earlier but they still would not honor it. This is after being on hold for over an hour!

Very misleading advertising price match. Toys targets specific stores and not all competition.

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Alaura Hkp

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

Horrible customer service

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My first 2 initial meetings with Toys-R-Us customer service were actually great. My first was online via chat and she was awesome.

My next was an actual phone call and that customer service rep was great as well but unfortunately all it takes is one bad apple to ruin the bunch. My 3rd call consisted of a rep who wouldn't shut up for me to talk and clearly has a problem with listening as well. I finally had to tell her in my calm voice, "obviously there is a communication problem going on right now. So maybe you should remain silent while I explain the situation at hand".

I'm surprised she actually kept her trap shut. Needless to say, I will no longer be spending my money at Toys-R-Us again.

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Loss:
$52
Cons:
  • Customer service via phone
Reason of review:
Poor customer service

Preferred solution: Price reduction

Azari Uwm

Scam with wish list

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I went on the toys r us wish list. Found my granddaughter's list for christmas 2017 I ordered $78.00 worth if toys to be shipped to her I mentioned it to my daughter in law and was blown away when she told me she did not yet do the 2017 list.

The child is too young to have done it herself Turns out there were things on their that she already got last year I called and tried to cancel within an hour of ordering The service rep would not guarantee that it would be canceled. Said it probably would because she saw it was still be being processed Said I should get a cancelation notice shortly. It has been 7 hours and no email What I want to know is why toys r us would take it upon themselves to add 2017 to a 2016 wish list? I spend hundreds of dollars each year for each of.my 4 grandchildren every year there's amoroblem with the website never taking off about purchased gift Sorry to say y Toys r us has lost thousands of dollars from me and everyone I tell about this.

If u dint get a refund within a few days I'll file a formal fraud complaint with the IG Within 5 seconds of my order my credit card got debited. Shame on you toys r us.

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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous

Online order bad experience never again will I order online

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I ordered some tablets on line for x mas for my two youngest kids was told by email it would get there on a Friday come to find out it was already delivered a day b4 what they told me to expect for a email saying it was delivered luckily I had been home the day they said it was delivered which it wasnโ€™t delivered I had been home all day and nonething came I called customer service and asked where my packages were they said it said delivered I explained that I was home and I hadnโ€™t received anything so the lady was very helpful and explained to me that mayb it was sent to rong address so she sends me a replacement order which was great but come to find out my replacement order was delivered and still nothing and itโ€™s 3days till x mas I call the shipping company from fedex they tell me to call toy r us I call toy r us They say they donโ€™t have it to call fedex Iโ€™m like I already did I am getting the run around from toy r us itโ€™s 3day till x mas n I have to wait 7 day from toy r us to get a email to see what happens next so now here I am no big gift for my kids to open on x mas thanks toy r us marry x mas to you well I wait for a email from u guys to see where my order is

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Anonymous

Canceled orders 2 Christmas in a row

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Christmas 2016 I ordered 2 items for toysrus online, the order was confirmed but was stuck in "awaiting fulfillment" status for 2 weeks then the order was canceled. By then it was too late to get the item anywhere else.

Against my better judgement I ordered a sale item this Christmas also. I got the order confirmation and notice from Toysrus and Paypal. When the item didn't arrive by the estimated ship date I checked the status... "awaiting fulfillment"...

ugh. I contacted customer service. They couldn't tell me any more details that the website did. They would not change the order to let me pick the item up in-store, even though it was in stock there.

I was going to just buy the item but it's not on sale anymore.

If you make a purchase online it should be fulfilled. It seems like it's bait and switch to offer a price, let you buy it, then not send it, even though the items is in stock.

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Reason of review:
Order processing issue

Preferred solution: Deliver product or service ordered

Anonymous

My friend didnโ€™t get LEGO pieces

MY FRIEND WAS PUTTING TOGETHER A LEGO FRIENDS SET AND SAW SHE WAS MISSING PIECES AND GOT MAD GIVE MORE DIRECTIONS ON HOW TO OUT ON SWING FOR STEPHANIES HOUSE SHE IS RETURNING TMRW
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Reason of review:
Damaged or defective
Anonymous
map-marker Davenport, Iowa

Poor service

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Worst customer service. Called the Davenport IA store to ask about doing a return on a toy my son received for Christmas.

Had to get an assistant manager on the phone to answer a simple question about doing a refund. The assistant manager told me she couldn't check the price because the item could have been on sale in the last 30 days. I had the UPC code but was told the assistant manager would have to look back over the past months sale flyers to check the price? Really?

Don't you have computers to check the last sale price? The assistant manager told me I would have to come into the store with a photo I'd and start the return process to just check the price. This didn't seem right so I called the toys r us in Moline IL and the lady that picked up the phone gave me the return amount with just the UPC code. To bad Moline IL is so far away or I might shop that location.

Anyway guess I'll return the item and head to Target or Walmart to make future toy purchases.

I can honestly see why toy r us is closing stores. With managers who simply don't care or just too lazy to check a price I can see why.

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Cruzito Raw

Item that was ordered want a refund

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Paid for 3 tablets only receiving 2 was told i can't get a refund till after 1-19-18 if i don't get the item which its no longer needed if i can't get a refund for this item i will b returning all items
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