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Toys R Us Customer Service

User Reviews, Ratings and Comments

Toys R Us customer service is ranked #513 out of the 629 companies that have a CustomerServiceScoreboard.com rating with an overall score of 25.65 out of a possible 200 based upon 404 ratings. This score rates Toys R Us customer service and customer support as Terrible.

NEGATIVE Comments

382 Negative Comments out of 404 Total Comments is 94.55%.

POSITIVE Comments

22 Positive Comments out of 404 Total Comments is 5.45%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating
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  • I went to Toys R Us in Joliet IL to buy my daughter a bike. We found an 18" bike she liked, the tag on the bike said "only available assembled" and the price was $71.99. We began wheeling the bike to the front of the store to purchase and were stopped by an associate who said we could not buy the display, he would check in back to see if they had any in the box (even though I kept pointing out that it said only available assembled.) They did not, he had to ask the manager if we could buy that floor model. He came back and said the manager said we could but would have to pay $81.99 because assembly costs $10. I asked to speak to a manager. He said "ok, but he's in a really bad mood today." The store manager, Dwight, came and was very rude, not at all helpful. I asked why the tag says only available assembled and $71.99 if this bike is not available at all for that price. He kept shrugging his shoulders and repeating "I'll sell you this bike for $81.99. Is there anything else I can help you with?" I said "I would like to understand why you have the wrong price on this tag and won't honor your displayed price?" He kept insisting the tag was not wrong even though it said only available assembled but is not available assembled for that price! The $10 was not the issue, if he had apologized for the mistake on the tag and said he could not sell an assembled bike without the $10 fee I would have gladly paid and walked out with that bike, but because hecwascsomrude I walked out and went home and ordered the same bike on their website. It arrived in the box, we took it out to assemble it and the frame was bent! We spent over an hour with incompetent people in customer service and Internet department who basically had the same "what do you want me to do about it?" attitude. They will not come pick up their defective product. I can only return it to the store for store credit which I do not want because I will never shop there again. I have to take the bike to a UPS store myself to get my credit card credited. Which I will do and buy my daughter's bike (and all future toy purchases) at a different store!

    Ang676 5/17/13 9:10PM
  • As a consumer who does most of my shopping online. I have found that toysrus is not completely honest. The employees. Which one personally informed me that they were selling monster high dolls on eBay before they even purchased the dolls they would do so after they sold the item with the money they won on eBay. I kinda find this hard to believe until today when I found the newest doll came in all the stores in my area all the way from L.A. To Las Vegas and the doll never touched the shelves. The dolls are being sold triple and quadruple by the employees at toysrus and the managers are even in on it. Sad shame you can't even trust a toy store!

    Concern Consumer 5/17/13 8:03PM
  • I had ordered a Sky Landers figure from toys r us and three times in a role they had not sent me the right figure now I have been told the item I have ordered and I have a receipt for has been sold out . The lady on the phone tried to offer me a 10% discount on my order as if that would make anything better cause my son still does not have the toy he wished for

    Anonymous 5/16/13 3:20PM
  • Toys R Us will gladly take your money. However, when you try to get a refund, you will not be reimbursed on your credit card - they will only give you a gift card. When we purchased an exclusive toy for our son on Toysrus.com., we purchase several items to get free shipping. The order shipped in multiple shipments. The last shipment was supposed to be an exclusive Legendary Skylander - The box was sealed but, it was empty. When I called Toys R Us to see if they could send us another one, the CSR told me they did not have that item in stock anymore. My son was in tears!!!!! I was told I would receive a credit but, the credit never came. Not only did I not receive a credit but, I had to buy the exclusive item online over twice the original price which Toys R Us did not reimburse. The CSR said there was nothing she could do for me.

    qtpie507 5/13/13 4:17PM
  • very, very poor service. went to see about buying a bike. salesman was on phone over 20 minutes while we stood in front of him . it was a personal call witch made it even worse. will never go back to this store again and will also tell my friends to do the same.

    Anonymous 5/10/13 3:44PM
  • Definitely the worst customer service I have ever experienced.

    Anonymous 4/23/13 6:31PM
  • I usually never complain about this kind of thing, but today was one of those "come on!" kind of moments. I'm a mother of 2 and shop at babies-r-us a lot. I was there today with both tots. My 8 month old was in the seat, and 2 year old in the basket of the cart. I had a large baby gate (with a door that opens) under the cart, and we needed a bigger car seat for the baby. I had to walk from the back of the store DRAGGING that huge car seat box by the corner while the baby gate kept sliding out of the bottom under-shelf on the cart. We were a mess. Three (THREE!) store associates passed me and not one of them offered to help. It was not busy in the store today. Once we were out in the parking lot a very nice man saw me struggling and actually stopped and got out of his car and helped me carry the car seat. I could not believe how terrible the customer service was today!! TERRIBLE!

    Anonymous 4/13/13 2:59PM
  • Toys R Us has to have one of the worlds WORST customer service I've ever had to deal with. I'm shocked and appaulled that such a huge and wide based company can't afford to have competent customer service representation.

    I placed an order online 3 weeks ago, as I hit confirm order, the page had an error message. I waited two days to see if I would receive an email confirmation for the order and got nothing! I then called customer service and spent over an hour on the phone with a rep by the name of Sunny (or so she said) giving her my information multiple times to try to first find my original order (my name, email address, telephone number, shipping address, billing address). She claimed that nothing was pulling up under any of my information and there was no record of an order coming through. She then insisted on processing the order while I was on the phone with her to "ensure it goes through properly this time" and what takes 5 minutes to process an order online (when the site actually works and doesn't kick you out), she couldn't even complete in an hour. She complained several times that she was getting system errors as well. She then said she wasn't able to complete the order and transferred me to a supervisor.

    I then waited on hold for 30 minutes for a supervisor to come on the phone, by the name of Sharon, employee ID #6070 who then told me there actually was a confirmation of the original order and a second one was also processed (probably in the midst of the back and forth with the previous customer service rep, Sunny). She then said that she would cancel the second order and that the charge wouldn't go past authorizations and won't leave the warehouse. She was ademant that there would only be one charge posted to my credit card after going back and forth with her and she gave me a reference number to confirm. I received the order a few days later and low and behold was charged for 2 orders on my credit card. For 2 weeks following, I went back and forth with Toys R Us customer service reps who:
    1. kept hanging up on me after telling me there was nothing I could do but dispute it with my credit card company,
    2. that a supervisor would call me within 24-48 hours and never did,
    3. that they were having system issues!

    After going through this for 3 weeks and my credit card company telling me they couldn't dispute it on my behalf until 15-20 after the charge was posted to my card, I went back to Toys R Us customer service and insisted on waiting for a supervisor. I waited on hold for another 40 minutes only for the rep to then hang up on me. I then called back and waited for another 30 minutes to be transferred to Keith ID #7775. I explained the situation all over again for about the 10th time. He confirmed that he saw the cancellation that was processed by the previous supervisor didn't know why I was charged twice and indicated there was nothing he could do. He said the authorization was cancelled and there was no charge on their end and again he wasn't going to help me, it was my credit card company's issue, even though Toys R Us are the merchant and a charge cannot be posted to my credit card without the merchants authorization and approval to do so.

    Toys R Us processed an additional order unnecessarily on my credit card, insisted that the order was cancelled and then charged my card twice... but they refused to take any accountability or action to rectify "THEIR" error. On top of this, more than half of the reps and the two supervisors were so lax about the issue and RUDE!

    I've worked in the customer service industry before and I know that with a reputable company, if I had ever dealt with a customer or client in this manner I would have been fired instantly.

    There are 374 customers who have taken the opportunity to report their dissatisfaction with Toys R Us customer service... How can nothing be done by a company that is so widely recognized across North America!

    It's sickening and fraud that they charge people for items they didn't order and then refuse to give the money back.

    3 weeks later and this still has yet to be resolved!!!

    Nadia 4/10/13 10:33AM
  • I'm so upset with the customer service that this store has shown.

    1.) went into store to look at baby furniture, there was only 1 person in the dept and he was helping out a customer. I think his name was Alvaro at the location on 87th Ave & 24th Street. I understand he was busy, but first I would have appreciated acknowledgement as I was the one who had to ask him if he could be so kind to help us after he was complete. Then another couple showed up asking questions and he said he would be with them after he was done. I was upset b/c I was there first so I asked him if anyone could come assist him in the department. He said no sorry, then I was even more upset as was the new couple who had come after me. we both commented on why no one does their registries at babies r us b/c of customer service. I made him call a manager. I noticed he didn't get in touch with the manager, again he didn't even apologize and say he would try again shortly. after waiting for 20 min. I left the store frustrated. I then went on line and found the items I wanted.

    2.) Finally I’m happy b/c I found the Baby Cache Heritage Furniture in white which I loved. at first I needed it shipped b/c we had no way to get it from the house. The shipping charges for 2 cribs and 1 dresser were $500.00!!!! How crazy is that, no other store charges that ridiculous amount. That's almost like buying another crib. I called wrote to customer service for help and called. I was offered only 10% off my purchase, that was still too much to pay for shipping. The guy helping me on email was Adrian in customer service. He asked me for my number, items I wanted and zip code, I guess he was going to try to help me which had made me very happy. It's been 2 days and I never heard back, I sent a follow up, but no response. My husband saw how upset I was and he said he would find me a moving company to pick up the items and get them home. So I tried again to order it, but now the cribs would not allow me to ship to store. it keep making me choose the shipping option when I clearly stated ships to store. FALSE ADVERTISING!! I called again to customer service and asked if they could help me b/c I was trying not to pay the shipping fee of $300.00 just to have the cribs shipped. But essentially they told me nothing they could do b/c it was coming from a far warehouse not in the region and that is why they could not ship to store.

    it's too bad b/c I would have spent over $2000.00 on the bedroom set and probably added more items to my registry, but since no one in store or out of store cared to help me, that means I will NEVER be shopping at this store again. I'm going to take my business to buy buy baby where shipping is $75.00 for furniture, or JCP, where it's free delivery or maybe even Target. I will also not recommend Babies R Us to anyone having a baby or with babies. They didn't care to help me, I will not care to help them.

    3.) trying to get through to customer service on 4/3, took 25min. i had to hang up and try later b/c it was the most ridiculous wait time. This was at the Dadeland Store.

    Pls. work on your customer service skills in store as well. If I see I’m swamped, you better bet I’m calling my manager to help or get me the help needed and you better bet I’m going to apologize to each customer and let them know I’ll be with them shortly.

    Sincerely,
    Olga Torres

    diva221977 4/4/13 11:44AM
  • I was at baby's r us in greensboro nc 27407 on bridford parkway. I asked a team member for a manager when CAROLYN the assistant manager who was supposed to be of some assistance came to the counter with an attitude, called me nasty for trying to return an un-opened car seat and was extremely rude and un-helpful. I am 9 months pregnant and do not deserve this kind of treatment by someone who is supposed to help. Very disappointed by her services and will not be back.

    missame21 4/3/13 5:25PM
  • I went to store # 7031 3/28/13 - I asked the associate ringing up my item if the discount had been given – all he had to do was say yes instead – he was rude and inconvenienced me – Instead he said – “No, it’s buy one get one 30% off – the sign clearly said all scarris dolls – 30% off – no bogo at all. He sent the manager to check it out – as she was gone he continued to be rude to me so I left to make sure she knew what the issue was – I was surprised to find she didn’t care – Tonya does not require associates to know promotions – she made that clear – Tonya does not require associates to ring people up in order – I had to wait while he rung up several people who came after me – because I knew the price of the item and the associate didn’t – Tonya doesn’t require the associates to be friendly or helpful and she’s fine with them being extraordinarily rude - I went through all that for no reason – it turns out the discount had automatically gone through – so the associate gave me wrong information twice – the associate remained very confident and cocky in being allowed to give wrong information – he never apologized or showed any remorse and Tonya supported his actions and his attitude in full.

    Cornelia 3/28/13 5:28PM
  • I had a registry opened at babies r us, and the day of our baby shower, my brother from NJ ordered us a couple things, around $200 bucks, and had it shipped to FL. Problem was there where was another person with the same name, from the same state, so when he pulled up the registry, he pulled up the wrong person, and placed the order. He then called me back immedietly, and we realized that he ordered from the wrong registry, we then called customer service. They told us that we had to wait until the order had finished processing, and call back the next day and gave us a reference number. The next day, I called and spoke to a Supervisor named Ayeee, badge# 7278, who was nothing but confused, and when I asked what she could do, she said nothing, it wasnt her fault, she wasnt the one who placed the order wrong. She told me that I had to call UPS myself. So she placed blame on the customer and refused to give customer assistance. I asked if there is a chain of command to talk to the warehouse supervisor, because the package hadnt even been shipped yet, she said "i dont know?" This is the WORST customer service I have ever recieved, and will NEVER shop at babies r us or toys r us again. They have no cancellation options or backup plan incase this type of thing happens?!? Seems alittle irresponsible on part of the corporation if you ask me.

    sublime3652005 3/11/13 10:03AM
  • Please do not shop at the Lithonia Toys R Us location on Turner Hill Road. The customer service is terrible! The few times that I shopped at the above mentioned location, my family and I were not greeted once entering into the store and the clerks were unprofessional and did not smile. Typically, I will spend between $300-400$ on toys alone for my children at Toys R Us-frankly-I will not continue to pay for the customer representatives/clerks income in exchange for "horrible" service!

    Anonymous 3/3/13 7:34PM
  • Purchased a Pavilion-Cronkinole 681245 board 2013/02/17 at Toys R Us 3538 St Bruno Quebec.I drove 50kms to my grandson's,his birthday, he opened the box to play and there were no checkers,stopped at the store next day to ask for the checkers,no,I had to go and get the game and bring it to the store,As you know I had just paid $91.97,now they want me to pay for a bag of checkers.My

    Anonymous 2/23/13 11:40AM
  • I bought my granddaughter an oomi zoomi remote control car for christmas. We opened presents on new years day and she just loved it. It was her favorite. one week later it wouldn't work. So I went to the toys r us store on alpine in Grand Rapids, Mi. thinking I could just exchange it. They said I couldn't exchange it without the packaging. Now remember that trash day was the day before. I had the receipt but they still wouldn't do it. They said I could buy another one and then take it out of the box and put the other one in to exchange it. Is'nt that stupid? To top that off they haven't gotten any more in and now what am I supposed to do? I thought toys r us was a top of the line store. Their customer service sure sucks.

    Anonymous 2/17/13 11:04AM
  • Babies R Us located in Mesquite TX to be specific. A purchase made on 11/26/12. Upon opening a credit card in order to save an extra 10% on the purchase, I desired to turn around and pay this charge on my new account off in cash. The clerk readily took my money and asked if she could send the receipt via email. The receipt showed the charge on the account but not the cash received to pay it off. I found out later that company policy does not allow payments on charges to be taken at the store. I have been wrangling this around for over two months, but because I have no receipt showing that I paid cash, I am out and I finally ended up paying the $298.67 off. I paid twice for these items, in short. I have been ignored basically, even by corporate office. The creditor was downright nasty to me over the phone. I have asked them to please review the security tape once again, check to see if the till rang long at the end of that clerk's shift and call me back. I'm being ignored to the point where I am going to report them to the Better Business Review. They have their money now, so they don't care.

    Mickey 2/14/13 3:18PM
  • I ordered a Crayola Colour Explosion Glow Board ($24.99) from ToysRus online in Canada. After a short period of use, some of the markers have dried out. Now I find out that ToysRus Canada does not carry refill glow markers for this product. This makes the item I have purchased totally useless for my grandchildren's visits to me. I expected Colour Explosion Glow Board Marker Refills to be available on their site or at least in their stores, but I can't find them anywhere. I don't think that is serving customers very well. I feel I have been "ripped off". Why do they carry a product and then not sell refills for it? They are still selling products that use glow markers right now that are the latest addition to the Crayola line. To me this is a very "shady practice"! I contacted Crayola and they said it was
    the merchants' choice whether they carry a product refills or not. ToysRus if you sell the product, sell the refill markers too!!I am a VERY DISCOURAGED and UNHAPPY CUSTOMER.

    sprite1949 2/7/13 2:03PM
  • Another extremely unhappy customer. I will NEVER shop at ToysR US again! I purchased almost $300 worth of toys and expected to receive my 10% on my rewards card. Well it never showed up and guess what, 10 PHONE CALLS later, they say there is nothing they can do to help me. You would think that good business sense would tell them that by issuing me $30 in rewards after the 1st or 2nd call would keep me happy and keep me shopping with them year after year. But no, they are a bunch of liars and do not care about their customers so I do not care to ever shop there again. I will be writing corporate headquarters and requesting a copy of my phone call logs and will request a verbal and written apology from headquarters.

    ktb1234 2/4/13 7:42PM
  • I called the customer service and spoke to a guest relations representative that said that there is nothing that they can do and that the store manager has the right to do as he pleases and that they will not over ride the managers dicision. Then as I was expressing my frustrations the custemer service rep. desconnected the call. The rude and inappropriate behavior of the Manager (Jeff) and Assistant Manager ( Samantha) from the store in Bridgewater NJ has caused me to never shop at Babys R us again. Target, Wal-Mart and other stores are alot more customer friendly and the products are the same and further more I have no need to call their customer service since the resolve all of their issues in the store to make their customers happy. It's all about customer satisfaction and Babys R us is not racking up any points here.

    Ayrton 1/31/13 9:56AM
  • My Mother Bought 2 Tabeos For Christmas For My Boys I Took Out The Extended Policies Thank God I Did They Both Broke In A Matter Of A Month And The Way I Have To Go About Getting A New One Is Rediculous I Have To Call In A Claim Wait 7 To 10 Days For The Return Lable Send The Product Back Wait For A Gift Card And Then Repurchase The Product This Sucks I Should Be Able To Go To The Store And Exchange It For A New One This Is A 150.00 Dollar Product That My Kids R Out Of Now Till The Get The Money To Get A New One And The First Claim The Messed Up On The Price It Was 139.00 They Did It For 129.00 And Cant Add A Extra Gift Card In There So Now I Have To Wait Have Them Cancel The Card Out And Wait For A New One To Arive At My Home Meanwhile My Son Is Without His Tabeo Even Longer I Will Never Buy From U Ever Again I Should Have Goan To Best Buys And Bought A Product There That They Insure And Fix There Or Exchange There I Will Make Sure All My Friends Know How This Return Policy Works And Make Sure They Dont Buy From U Either Ever I Am Sooooo Angry At This Whole Thing And I Want My Money Back To Go Elsewhere I Dont Even Want Another Tabeo They Suck

    HOLLY 1/28/13 11:22PM
  • Called two stores in Queens, N.Y and was kept on hold for 10 mins each store. WThen when I come to this site I see why. Walmart will roll over "Toys r Us", they are on life support. It's sad that is becoming more and more the norm with retail corporations in the U.S. They believe they are entitled to your money without taking any effort to earn the sale.
    Kevin Theodore

    KevinT-NYC 1/20/13 10:18AM
  • The customer service is the worst I have ever encountered. Both in the store and now I've been waiting since 11/18/2012 for a return phone call from "customer relations" since then. As of yesterday when I called AGAIN it was confirmed that I had called 10 times and am still waiting. Yesterday I was very specific again about someone calling back on my cell phone and that this was no longer a store complaint, but a customer service dept. complaint. Guess what happened----store manager called my house number. Now today my wait time has been 25 min. With again no resolution.

    Anonymous 1/16/13 9:36AM
  • Poor customer service! Asked a simple question and did not receive an anwer, hardly able to understand the representative. Probably need to check back at Target and WalMart.

    Anonymous 1/16/13 6:30AM
  • iv bought my son a battrey oparated car as is main presant for exmas he went on it exmas day and it just kept cutting howt i took it back and they change battrey but its still doing same it was all damige when we bult it up as i told the maniger in store they wont refund me or give me a credit note so now my son basicialey as nothing for exmas im so mad that i have contacted trading standerds i will never shop at toys or us ever agian

    earl 1/14/13 7:44AM
  • I have always had a hard time with toysRus, but this past Christmas was by far the worst. First order went through fine. But Second order was to my Nephew in WI and it is January of 2013 and he still have not recevied the right item. They sent the wrong item and since then have not been able to help me. I original had a gentelman who was trying to help me but the line got disconnected, since then all down hill. I called back and talked with an associate who was so RUDE!!!!! When I asked for her Manager she was just as bad. Then I asked to talked to her Manager and she said she was it of course! After spending to much time on the phone they all had not put any comments in there system that i called and never even tried to bin locate or resend out the right toy for my nephew. This is the worst time I have ever had with ToysRus. It is now January 11, 2012 and I am still trying to locate my Nephew's toy...... Forget about credit or a return. They just need to make this right. I never even asked for that. Just a return lable for the wrong toy they originally sent and to send the right toy ASAP. But I gues I didn't yell enough. Well at this point, I have not been offered a full refund and to keep the wrong toy and the right toy is on its way. YEAH RIGHT!!!!!!! We will see..........

    jerseygirl75 1/11/13 6:30AM
  • Submit your comment >>
  • I Shopped At Toysrus In Fontana California,the Manager Askari Siavosh Helped Me By Figuring Out A Confusing Transaction And Not Only Did He Validated My Concerns He Also Made My Sons Birthday A Happier One! He Was Very Helpful And Professional. We Will Always Go To That Store Were We Feel That Not Only The Toys Are The Best And Also The Custumer Service! Thank You So Much! We Are Happy Custumers!

    Anonymous 4/21/13 5:55PM
  • We had called the Okemos, Michigan store for a Godzilla Final War figure, and was told there were 6, so we drove over. When we got there, we were told the web# I had given the associate was for a total box of Godzilla figures, not just the Final War figure. Scott M searched the store, but couldn't find one. Now, mind you, this figure costs less than $14.00, but he called two other stores, and arranged for us to buy one over the phone from a store 30 miles away, to be delivered to our home. It took Scott 30 minutes or more to get all this resolved, but I find it wonderful that he would take such care for such an inexpensive item. Thank you, Scott!

    Carla and Mark Allaire
    Lansing, Mi.

    Carla Allaire 2/4/13 5:59PM
  • I would like to thank Felicia at the front desk of Toys r us, terre haute, in, for her patience with me and my grandaughter when we came into the store to exchange a Coby tablet. She was sooo helpful, never was huffy, took time to make sure she check every avenue to see if there was a replacement for my grandaughters' Tablet. I really appreciated her manners and expertise about the policies and how she could help us to receive either a replacement or an upgrade. Very, Very helpful. Please give this person a raise, she deserves it very much!!!! Thank you Toys r us, for having her as an employee.

    bbarbie47@aol.com 1/7/13 9:07PM
  • I wanted to let you know what outstanding service I got this week end by one of your associates in the South Portland, ME store. I asked for help to find a particular toy. Now mind you I only had a few buzz words from an ad of it.The young gentleman's name was Brandon and he was outstanding. Now only did he find the article I was looking for - he was so kind and professional. I had to let someone know inasmuch as in this day where there is no customer service - I had to tell you. Again he was so nice and how he found what I wanted was totally unbelieveable.

    Thank you for your attention to this and I hope that someone tells him of his wonderful service.

    Anonymous 10/22/12 3:38PM
  • I am a truck driver from Canada and ordered a train set for my son. It was to come with a carrying case, but we did not put it in our shopping cart on line. When I got to Barbourville WV. The service department went above and beyond to help me get the case. I was very pleased with them. Thank you.
    Charles Crumb, Dunnville, On. Ca.

    Anonymous 9/10/12 9:14AM
  • Last week when we were at Babies R Us in Winston-Salem, NC, Linda was extremely helpful in locating a sale item which was not available at the Winston-Salem store. She spent much time locating a high chair that we very much wanted to give as a gift.

    Thanks very much to a dedicated employee.

    Sharon and Ed Bartz

    Anonymous 6/17/12 4:20PM
  • By far the best shopping experience in our East Texas town. Employees go WAY out of their way to help, sometimes to an absurd level. The majority of reviews on here are either laughable, regarding phonecalls, or about internet orders. Its a pity the amount of abuse that goes through this site.

    Anonymous 6/5/12 6:56PM
  • Wow...Just reading through some of these comments astounds me. My family and I have never had an issue with our local Toys R Us or Babies R Us. I'm sure some stores may have random idiots working there that shouldn't be there, but as I sit and read some of these posts, I can only say I feel bad for some of the employees. It seems like many people on here expect to be the only customer at Christmas time and their needs are the most important. Being out of stock? That does happen. Most stores, including Toys R Us, only get a shipment in once a week other than the holidays and most sales ads run an entire week. So if you come in on a Friday when the sale has been going on all week and they are out of stock, that's their fault? Grow up! ALSO the thing about tv advertisements and newspaper flyers...why do people feel that company has misrepresented them if THEIR local store is out of stock on a sale item (refer to the above statement as well)? Do you think YOUR particular store is the ONLY one in the COUNTRY with that sale? Those sales are generated COUNTRY WIDE! It could be out of stock in 10 stores but in stock in 8000 more. Our local store has always had great customer service and friendly employees. I've never had really any complaints. Sometimes the lines can get long but as soon as that happens, I can hear the employees jumping over the intercom to pull up extra people and they work as hard as they can to do what they can. It's not always the cashier. I have been behind several sorry @$$ people that could care less about how many people are behind them. They stand there and talk on their cells or pay a $300 bill with ones. I've seen people be lazy and just lay down the crap they don't want instead of walking a couple of aisles down to put it back where it goes, hence making MORE work for these already underpaid employees. I have worked in retail before at Walmart and I can assure you these are every day realities for someone in retail. But of course you have those people that expect the world to cater to them and God forbid they read an exchange or return policy that is CLEARLY stated on a large sign at guest services...then only to be rude to the employee and accuse them of things they have zero control over. This world makes me sick. I am glad and proud to spend my time shopping at Toys R Us. And I'll be even more excited to get all of the rude and ungrateful people out to have an even more pleasant shopping experience.

    DontYouKnowIt 4/16/12 10:42PM
  • I had the best employee help me in a toys r us located in Toms River NJ. Everytime I go in she is always there and willing to do whatever she can to make me and everyone else happy. It's like when you go to a hair salon and your dresser then knows you as a regular, she does the same. She is great with all my children and keeps them calm for me at times that I need it. I was not sure where to go to write about her but I stubbled up on this site. I wish everyone was like her cause there are many rude employees. Alyson #1843618 according to her manager is great !

    Becky187 12/29/11 6:05PM
  • I just finished mychristmas shopping 2 toys r us...I was surprised how quickly I got in & out, given how crowded it was.
    I got some deals, good service from video game girl, and cheery enough service (given it was busy). I left happy.

    yoyom19 12/12/11 6:00PM
  • I posted about the Rapunzel Tower and the fact that the free set was impossible to get. A supervisor did call me today, and if the results are what I was told (notification that the set is available and a free one sent to me) I will change my negative comment to a positive. I am actually happy to have heard from someone.

    wcal 11/10/11 11:40AM
  • On 8/7/11 my 4 yr old grandson lost $65.00 of his birthday money he was going to spen in Toys R Us. He was so upset and I went to the service desk and tol the bou and girl that was up there what had happene. They both smiled and said they had found it and he went to the office and gave me back the money. Needless to say my grandson was so happy. Their name is Lara J and Mel. We were at Monroe La in the store there. I hate to say it but there is not many that would not have put in pocket and kept that money. Thank you so much to both of you.You made our experince realize that there are still honest people in this world. Thank you so much!!

    bgowan 8/29/11 7:00PM
  • We would like to express our sincere thanks and provide customer recognition to 2 employees of the Bethel Park, PA store # 6560. Team Member Bridgette in the baby furniture department and Manager Ron, were extremely conscientious in resolving a crib mattress/crib dilemma for our 9 month-old grandtwins. They willingly returned two mattresses (purchased at BRU) that did not fit snugly in the Delta cribs that we had purchased also at BRU. Bridgette was relentless in her bringing out many mattresses to see if they would fit snugly - with ultimate success after about 45 minutes of trying many mattresses. She deserves special recognition for her customer service effort. She also worked past her shift end time to complete her activities. Ron likewise set the tone with the employees to resolve our issue to our satisfaction and provided an agreeable financial solution to our situation. We were very pleased with the final outcome of our situation.

    Anonymous 7/3/11 10:40AM
  • I visited the ToysRus store in Marrero because I had a problem with my order. The staff handled the situation in a very helpful manner. They were courteous, knowledgeable and kind. I appreciate this kind of service very much. Thanks very much expecially to alvis.

    Anonymous 5/21/11 3:11PM
  • I called this number followed the prompts and spoke immediately to a CSR they were very helpful and i was satisfied

    peables 4/11/11 11:34AM
  • On Sunday, March 20, Erika Babcok at the Atlanta Northlake store was extremely helpful in helping me get Toy Story toys. Another employee named Preston left for the day (without telling me) and no one could find my planned purchases I had left at his register. Erika apologized for him and she and Wayne searched to locate them. Later she called me at both phone #'s I gave her to let me know she had found what I wanted. I returned to the store and Erika had set them aside, just as she promised. She went the extra mile, and is a credit to your company. Thank you. And please thank Erika Babcok, too. Susan Parker

    Anonymous 3/22/11 1:48PM
  • Toys R Us does not make the products STUPID PEOPLE why don't you complain to the manufacturers instead of bashing on a store you don't "have" to shop at go spend ten bucks at family dollar and see what happens to those toys.. idiots

    lovethestore 3/9/11 11:05AM
  • my experience was great! everyone was more than helpful.

    Anonymous 12/12/10 9:24PM
  • Had a Christmas request for a homeless 5 year old. Went to TRU on 11/19/2010. All area stores were out of the Mommy's Baby. Amelis M from store # 6305 and made sure the little girl would have her gift in time for christmas. Thanks Amelia
    PS Just contacted a rep about a question I had about the mom returning the doll if needed and the rep was extremely helpful

    mlw 12/11/10 1:50PM
  • Kaneohe Store.
    Kiwa is the store manager and performs an Outstanding customer service. She sure is an asset to the new store at Windward Mall Kaneohe.
    I purchased a toy not knowing the day of Grand opening. Four days later went back to look around and found the toy I purchased on Grand Opening was Buy one and get the 2nd half price. I asked her whether she'd honor my receipt. If I purchased another toy. Kiwa was nice enough to honor my request. She should be recognized for her Excellent Outstanding Service. She sure has the Aloha Spirit.
    I would apppreciate a response to this comment.
    Thank you,
    Yvonne Koga

    *****The Windward Mall sure needs a toy store. Myself and hearing other customers
    would like to have this Toys R Us Store.

    Employee Comment 10/25/10 12:56AM
  • I just want to give the biggest compliment out to the manager Rod and the associates at the Toysrus in Pensacola Fl 32504. I was in there Tuesday night 2/9 to buy a gift for my girlfriend's baby shower where she did her registry. The associates helped me find all I was looking for on the list I wanted to buy. Awesome customer service. I went back on Wed 2/10 because my cousin Matt and his wife Brandy are having a baby (great people). So I was looking at the gliders. Rod stepped in and helped me out so much. I can't say enough about Rod. He was personable and knowledgeable, just genuine. Rod and his staff rock. So helpful and nice and it shows they care about eachother and the customer. Thanks again to Rod. Hope you have a successful year at the company.

    Michelle Grisanti 2/11/10 2:50PM
  • I just spoke with one of your customer service representative concerning a Christmas order for one of my Christmas Angels. She was extremely helpful and very courteous. She located my order and all is well. Thank you Toys "R" Us.

    Anonymous 12/16/09 8:53PM
  • Submit your comment >>
  • I worked at BRU/TRU and could spend time telling how uncaring they towards their own empoyess etc etc and many other issues , but I want to take this time to address the behavior of "The Customer Is Always Right Club".Here's an epiphany your not always right.The return policy is printed on the bacl of the receipt-----proof of purchase----- if you don't read it that's your fault not the stores.? how long do you think a store should be responsible to help you and you to be able to return items 90 days as it's stated ,or 6 mons,a yr ,2 yrs how long would satisfy you grumpy jerks ?.
    If I behaved in your home as most of you do in a store you'd kick me out and tell me never to come back.
    You break things, bust open boxes, packages, etc as if you already own the item( you just have to see it out of it's packages/boxes and or feel it-why several pics on the package isn't saffice) which then renders it unsellable.You break displays, you make messes and ditch items all over the store...guess your parents never taught you to put things back where it belong and clean up your messes....I guess that only applies at home because your sure don't do it in our stores, you let you kids play with toys/items make messes as if the store is their personal playroom and run wild. your usually condescending so is it any wonder employees aren't very helpful, and oh lordy if we're out of something it's the end of the world, yet it could be the manufactures fault we can't get it. You leave drinks cups every place, food wrappers snuff spit,and Kleenex ...why do you think we want to pick up your messes or nasty kleenex's etc Our job is not to pick up after you ,it's to assist you and stock , but when we have to follow up after all you'd done all these things take away from our normal duties which waste time making it a better palce for you to shop.Thing that really gets is leaving your babies poopie diapers in the parking lot when there are trash cans outside the front doors but your to lazy to walk a few yards and dispose those poop filled diapers and I surely don't want to have pick up your babies poopie diaper and if I knew where you lived that I'd scoop it up drive by your house and throw it on your yard and see how you like that, what's the difference. To bad all shopping isn't done online so we wouldn't have to put up with customer behavior that leaves so much to be disired.Actually I think about 60% of you dumb down to a rock when you pass thru the front doors and lose all sense of civility and intelligence.Oh I almost forgot the behavior at customer svc wehen you don't get your way makes many think you need a straight jacket.Or agood butt kicken.

    Enigma 7/27/12 6:34PM

  • store #7103 407238 9630

    I was a former employee and I just left that dump of a store more than
    a month ago because they treat you really bad, the management is so
    bad because they are unorganized and only act organized when someone
    in corporate is coming, they also discriminate against hiring new
    employees. Also, they always cut my hours there for no reason at all.
    That place is very unprofessional and the managers sleep around with
    the employees in the back of the store when the store closes i know
    because ive seen it .The store managers dont want to come to talk to
    customers when they have a problem either they ignore you and are not
    helpful at all when a customer gets mad.
    They need an undercover employee

    Anonymous 3/23/12 8:22AM

  • I worked there for this past season and it was HORRIBLE. They did not schedule right, so we didn't have enough people on really busy days. I wanted to check my schedule and I waited for 40 minutes to have someone tell me to wait again. Rude employees are not dealt with, but get high fives. We are told to give round about comments to customers. I'm glad they didn't keep me, but part of me wishes I could have stayed because I actually cared about people's feelings. They bait and switch the sale products. Horrible place to work and shop.

    Anonymous 1/10/12 1:02PM

  • I work there as a sales associate helping customers and stocking items and I do try my best to help people. I agree that the customer service is pretty bad because they won't even pick up the phone for their own employee who is trying to check the schedule book or talk to the manager.

    Anonymous 1/7/12 4:08PM

  • Every negative comment I've read has to do with either shopping online(which you run a risk in doing anywhere you shop online)as for being put on hold for too long what do you expect calling a toy store during season stuff happens and the employees are bombarded with questions on the way to find whatever it is your looking for there are millions of people in this world not just you so learn some patience.As for myself I started at the new metro store in august(stocking shelves setting up displays etc)we opened in sep and almost every guest I help tells me how nice I am and how much I have helped them because well I love my job and it shows and management can see that I take the time to track my numbers and hand in my card every day before I leave because that little card says hey this is what I do for you all day you just have to remember STAR and really make your self available you will be recognized for it depending on where you work you just have to get to know how your managers work and what makes them happy and ALWAYS REMEMBER YOU CANT MAKE EVERY GUEST HAPPY there are just some people that are out looking to ruin someones day JUST KEEP SWIMMING JUST KEEP SWIMMING AND KEEP A SMILE ON YOUR FACE

    R-Zone electronic Ninja 12/23/11 4:07PM

  • i worked at the TRU in Scottsdale az for 7 seasons and dealt with the rudest , most mean spirited customers . being nice and professional did not matter to them . it is not the store clerks fault that the store is out of stock of sale items , they are ON SALE meaning there is a limited stock . when the store is out , it's out . reasonable adults would not get upset over something so trivial . either call other stores or have a customer service person call around it's not that difficult . also , do not wait until 3 days before Christmas to try and find a popular selling item and then get bent out of shape ,taking it out on the employee because you waited too long to look for it . these customers had this sense of entitlement and because we worked retail we were looked down upon like we were subhuman and not worthy of any mutual respect. i used to get questions from customers to the effect " this isn't your full-time job is it ?". there was one woman that even threatened to slap me if i didn't stop humming Christmas songs at checkout , ridiculous. ridiculous people. you want to know why some of you get bad customer service ? bad customers .

    formertrudepthead 12/23/11 11:19AM

  • So I just started working for this company and I have done nothing but outstanding performance I have received 5 out of 5 stars for star observation and numerous compliments better than higher authority. I worked 11 hours at guest services, layaway register, on the floor, on a register, etc. I was given a late lunch 30 mins before my scheduled clock out time and was told " oh I thought you had one " ... I ask my supervisor can I just go home I'm exhausted I have to be in at 11am the next morning anyway, she tells me no. So I end up having to stay for the extra five mins which turns into a whole extra handful of duties that I figured I could stay and help cause they needed it .
    Towards the time I actually have my jacket on and I am doing a couple of last things which included a SOS order at the back of the store casue it was crowded up front. The customer wants to pay cash so I have to upload a gift card with the total to complete the order. I have to go to the front to do this, so as I get to the front IT IS PACKED and as I am walking to grab a gift card off the rack a customer sees me walking to a register so I signal a couple of people that I can ring up. Now heres where it comes in to why I am posting this, I sign in to the register and its moving extra slow maybe cause its busy or maybe it hadnt been used. but it has happened before it usually catches up with what i ring up. So I continue to swipe under the scanner, there are two customers one is pulling money out of pocket and pocketbook the other is asking me for a price check then refusing the item then starts bagging the items that i have set to the side. Basically interfering with the transaction. Then the one getting money out asked me the total then asked me to take stuff off totaling four items, as i take it off not realizing a couple of other items didnt ring up the other customer still put them in her cart, the one with the money distracted by asking me to check prices and promos on certain items. Keep in mind that I just came up there for one reason and that was to upload a gift card and get out of there! They were also rude and disrespectful during the process reeked of liquor. Had an item at the bottom of the basket. So as they mangaed to get away with merchandise the buzzer went off because an item they had actually needed me to de code it , thank god! The supervisor checks their receipt and they leave with the merchandise that they payed for that i rung up properly and the other stays that they gave up. Now after I finally uploaded the card I asked someone else to get on the register that I was on and someone to take this to the back to complete the order and I got my tail out of there cause I was just at my breaking point. As I am walking out my supervisor ask me did I do the transaction between the two customers I told her yes. That was the end of it.
    Later my co worker texts me and tells me that my supervisor said that I had an association with the the two customers that stole merchandise........... YOUVE GOT TO BE KIDDING ME !!! I immediately thought to myself is it cause they were african american and so am I. How did she figure I was associated with them when I was supposed to be gone hours ago my phone has been dead. Can someone tell me how. So I come in to work today and my supervisor is scheduled to clock in at 3pm so I wait to talk to her and the store manager and get a clear understanding of what happened I had nothing to do with. 3pm rolls around and I walkie the store manager and ask him can I talk to the both of them and he completely blows me off. I ask the supervisor once I finally see them can you the store manager and I talk please. She tells me I am busy I was told to do something else by the store manager so I go and sit and start to dial corporate to explain the issue but the assistant manager stops me and takes me in the office and ask me what I need. I tell them I was falsely accused by the supervisor of involvement with last nights incident and I am BLOWN OFF and he tells me there are more important things going on. Later into my shift an hour before I get off I am called to the back to have a conference call with an Asset Protection Manager and the store manager and the APM immediately starts beggaring me basically accusing me of relevance to the two customers last night threatening me with the police department. what really bad thing he said to me was " you are a seasonal employee, you can be used at disposal" what does that mean !?!?
    So another employee allowed $700 dollars in merchandise from electronics be wheeled out the front door and she actually de coded the merchandise and bagged it. She walked away from her register to where those two customers had an opportunity to either hit TOTAL and clear out the transaction to have proof of receipt or either cashed out and robbed the whole register cause of her mistake. YOU THINK SHE GOT BADGERED AND INTERROGATED LIKE I DID HECK NO! The next morning they used her incident as an example. My mistake wasn't good enough to be recognized cause I am seasonal huh? I just hope someone out there can help me with this situation cause this isn't right at all.

    STARemployee 12/11/11 10:34PM

  • I just got a holiday job with this company and they treat their employees like trash!!! no one smiles and they work their employees hard...I will never go back to them for a holiday job. People should boycott this place. Your not getting good customer service because they treat their employees like dogs.It's sad but true.

    Josie 11/30/11 10:03AM

  • I currently work at a toys r us and just like the other two comments from employees or former employees I too do not like to work at toys r us.
    They don't care about the customers and they pay too much attention to the rewards, instant credit cards and donations to whomever they are supporting at the time of holidays, not too mention that they also want you to sell the batteries that they offer to customers in the store.
    I had just 12 hours or less of orientation.
    They don't care if you get a lunch break in your 8 hours of working and trying to help customers.
    I was never told that after your shift is over @ 10-10:30pm that I would have to stay for another hour or more to "straighten" the shelves. If those shelves are not straightened to their liking they make you do someone else's job and straighten them till the WHOLE store is to their approval then everyone can go home at the same time!
    This is a problem for me, I have kids at home, I have to be some place early in the mornings,I also have problems with my foot.

    I worked the other night and was "on the floor" straightening all night and on top of all of that I was trying to help all the customers that needed assistance.
    The "manager" that was in the customer service counter was making all the employees do her work, answering phones and finding merchandise that she was supposed to be doing instead of leaving and going to do "paper work".

    I have never been oriented on the phones in customer service had 6 hours on the cash register my first day and 6 hours a week afterwards then from their I was left by myself!
    They use walkie talkies to communicate and you hear them all over the store while youre on the floor assisting customers.
    every time someone wants a bike, bed, easel, kids kitchen, basically anything big that will not fit into the cart you have to ask someone over the walkie talkie to see if we have one. this makes things crazy while trying to assist, check out customers.
    they stress that they dont want to hear the walkie talkies while trying to get assistance from an employee.
    not to mention that when you are in orientation your 2 short days, you are not taught to do these ticketed items and calling them over the walkie talkies.

    They will not hold an item for any customer
    that calls in for the merchandise or if they order it online (when a customer orders an item online, the website tells the customer when to pick the item up at the store and the location of the store, our store seems to not like to grant any customer the items they ask for.

    Ex: The monster high sale is SUPPOSED to have a free trunk with the purchases-
    not our store-we're still out!


    Toys that are on the shelves not all have places to put them nor do they have price tags.
    The managers yell at the cashiers for this when this isnt out job.

    I'm currently still looking for a job cause i do not like being used to just sell credit cards, rewards cards and batteries & not helping out the important part of our store and that is the customers needs that really matter, not how much plastic cards you can get them to sign up for.


    anonymous 11/17/11 7:28PM

  • I'm a former employee ,and I have to say worst place to work .They didn't even train me ,and also they are trying to get costumer's to sign up for buyer's protection,instant credit,and rewards card .I couldn't believe that the store manager was more interested in selling instant credits than training employees or focusing on costumer service.I decided to go back for a second 4 hr shift ,and they gave me half of the store to clean .It was very busy ,and I couldn't even answer questions for costumers.I was trying to help a pregnant mother at the baby registry ,who waited more than an 45 mins on someone .I stopped every employee I saw ,and they all said you can't do it.I never walked out of a job but after being in that store for an 1hr 30 mins I walked out .I know I need a job ,but that place was horrible.They even hand out a goal that you must meet everyday of selling instant credits,rewards cards,and buyer protection. The only goal should be costumer service ,without them there is no Toys R Us.

    bb 10/20/11 11:11AM

  • To all the fine folks that are were or have been pissed off by shoty customer service or poor store policies. Get over yourselves ! lets face the truth. the only reason you shop here is the fact that the price is better. I for one understand being disappointed, but with most if the posts on here you people should know better it is not the stores responsibility to wharehouse what you buy. they only have so many and someone will purchase it. as for the internet price difference. why would you shop online and expect a brick and mortor store to honor that price. STUPID... I believe in saving money. this is just another pathetic example of what we have become.

    cj 12/30/10 5:53PM



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  Company News  
I Want Toys 'R' Us Protection Plan Help, Manager Threatens To Call Cops
It helps to back up and figure out what the problem is that Toys 'R' Us needs to solve. Is it “I need a new tablet” or “the cashier who helped me back in October did not explain how to sign up for the protection plan”? Regular customer service (1-800 ...
Toys R Us Declares War in Must-Win Holiday Season
Toys R Us also has been hit by news reports about complaints about its customer service and unfulfilled online orders that have appeared on its Facebook page. Laura Northrup, assistant editor of The Consumerist, a consumer advocacy blog owned by ...
Toys R Us Takes Holiday Toy Orders, Then Ignores Customers
The main problem here is the lack of customer service- their Facebook page is FULL of complaints no one is responding to. The first day (Monday) some guy with a Hotmail email address (I'm assuming the Social Media company running their site) responded ...