Christina W Pda

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Verified Reviewer
| map-marker Toronto, Ontario

Terrible

I ordered a toy. A different toy was delivered. I cannot get any response from customer service. Their phone contact number does not work and their 'expert' contacts do not actually address the specific question asked. There is no straightforward way to get help. Customer service in the real meaning of the term does not exist.
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User's recommendation: Do not shop at this store online

Christina W Pda

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
| map-marker Toronto, Ontario

I 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.

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I received the wrong toy via delivery and have been unable to speak to anyone about it. This is terrible service.
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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.

TepidPersian

Poor customer service

I recently ordered items online and several days later I received notice some were on backorder. I received a partial order shipment that was missing items I was charged for. I notified customer service and they are looking into it. I spent a ridiculous amount of time on hold waiting to talk with customer service to ask about the backorder items and I was told my order had been cancelled. I was astonished by this news cause their 15 day policy wasn't followed. I can't stress enough that this company is undergoing changes and isn't up to the quality and standards it was before. I was told by their corporate office they are revamping the website so much of the items shown are not actually in stock. It's appalling that they are taking customers for granted and not fulfilling orders.
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Loss:
$49
Cons:
  • Customer service
  • Website issues
Reason of review:
Poor customer service

Preferred solution: Full refund

Antonia V Orc
map-marker Irvine, California

Little Tikes Restaurant and Kithen and no parts

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Toys R Us - Little Tikes Restaurant and Kithen and no parts
I purchased this product and let me just say I was missing half of the parts. Not enough to make this product usable at all. A single mom putting together a toy for her son two days before Christmas only to see that this box of miss matched parts with no parts or accessories and is basically a hazard and won't stand on its own, is basically a complete loss. $200 loss, no restaurant or kitchen, and I sat and cried for a bit and jumped online to find a replacement. Toys R US, how desperate were you to make that final sale and rip of a caring mom. So disappointed, and losing money that way is very difficult to accept.
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Loss:
$200
Reason of review:
Bad quality

Preferred solution: Full refund

Ethan Lwh

New toy do not work

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I purchased dinosaur toy in toyRus located in Norwalk CT, but toy dosnt work, the store is go out of business and they do not accept returns/exchange. I need help!
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Reason of review:
Damaged or defective
Marty C Bup

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!

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Loss:
$25
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: let me use my gift card that you have the money for! Simple

5 comments
Guest

They stopped taking gift cards for months, snowflake. Comparing the mafia to toys r us is hilarious.

Guest

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.

Guest
reply icon Replying to comment of Guest-1490894

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

Guest

Wrong, that is what bankruptcy is all about. Not illegal.

Guest
reply icon Replying to comment of Guest-1490197

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. :/

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Ormand Dwt

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

Take Your Business Elsewhere

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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.

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Loss:
$75
Cons:
  • Delivery
  • Shipping item
Reason of review:
Problem with delivery

Preferred solution: Full refund

1 comment
Guest

The same thing just happened to me! What website makes you choose a shipping address for EACH ITEM separately.

That's insane!

Now, my friend is getting some of her items delivered straight to her door prior to her shower and I am getting some of the items delivered to my house to wrap as gifts. :(

chris b Xim

***

Toys r us. A messed up company. They will lie to there bank and credit company. About people accounts. I understand that are closing but they don’t have to ruled there paying customer. I just everyone know what they are doing. They r hurting people credit. When I talked to toys r us. They will blame the bank and Not admit that they in the fault. What a *** company.
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Reason of review:
Poor customer service
Pang Rxn

Toys R Us has AWFUL customer service via phone

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Toys R Us has AWFUL customer service via phone
Toys R Us has AWFUL customer service via phone - Image 2
Toys R Us has AWFUL customer service via phone - Image 3

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.

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Reason of review:
Damaged or defective
2 comments
Guest

That sounds like a personal problem with that particular store. Considering you bought it online from the TRU website all you could have done was gone into any TRU store to do a same day replacement with a receipt-- or return it, get your money back, and go to a different store/site to buy your item.

Guest
reply icon Replying to comment of Guest-1405983

They didn’t have a replacement at any of the stores near me.

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Steve K Hjp
map-marker Thornton, Colorado

Left on hold for 30 minutes

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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.

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Reason of review:
Poor customer service
2 comments
Guest

Entitled snowflake: no one answers the phone around 4pm because like the previous comment said, they are busy helping customers who weren’t lazy and went to shop in person. They’re closing so no one cares about how you feel. #toughluck

Guest

Lmao maybe no one answers the phone around 4 pm because they help the customers that go in instead of calling on the phone! If you want to know about anything in the store it’s best to get up and go look yourself.

Especially if the store is closing. No one had time to help a customer on the phone with 30 questions.SORRY

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Indhira Kqo

Gift card

I had my toysrus gift card and went to redeem yesterday and they said gift cards are not more allowed . It’s such a pathetic situation of not letting us use the card which we bought before .
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Reason of review:
Problems with payment
Anonymous

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.

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Reason of review:
Poor customer service
Anonymous

Awful

Toys R Us - 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.

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Reason of review:
Completely wrong item twice

Preferred solution: Let the company propose a solution

Anonymous

False accusations of stealing

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Toys R Us - False accusations of stealing
Today i was accused ot stealing falsely buy toys r us employee's i clearly had reciepts and a bag from the item's i just bought. I will not be back until this is rectified 303 246 **** would love to speak to someone about my experience today. Along is contact information ftkkm a independent witnesses who seen the way i was harrassed he pulled over gave me this card an said i seen *** they treated you contact me if need be.
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Anonymous

Awful company

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Long wait times useless people answering calls my time has been royally wasted
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Reason of review:
Poor customer service
Kammie Oyt

I received another customer's garbage in my order

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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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