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Toys R Us

Customer Service Ratings and Comments

Toys R Us is ranked #117 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 43.38 out of a possible 200. This score rates Toys R Us customer service and customer support as Disappointing.

NEGATIVE Comments

11 Negative Comments out of 13 Total Comments is 84.62%.

POSITIVE Comments

2 Positive Comments out of 13 Total Comments is 15.38%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • I purchased an Air Hogs Helicopter three days from the Auburn, MA store for my daughter. After charging the product and using it for ten minutes, the helicopter stopped flying. I went back to TRU today to get a refund or merchandise credit and the employee stated that since it was already opened, I could only receive the same product!! I couldn't believe it! Now we have a thirty dollar item sitting in our house that doesn't work. What a waste of time and money. I have spent hundreds of dollars at TRU in the past but will be boycotting this company from now on! DO NOT SHOP AT TOYS R US!! THEY ARE ONLY INTERESTED IN TAKING YOUR MONEY!

    Anonymous 7/26/10 6:57PM

  • We bought a Toy Story 3 lego set at Toys are Us on June 13, 2010 and were expecting to get the free Toy Story 3 movie tickets. However, the check out clerk failed to give us the free movie tickets or put them in the bag. We discovered the omission later that day and when I went back to the store to get the tickets, they told me that they were out of them. I wonder if they even had any tickets to give out. The store number is 6017 in Fox Valley Mall in Aurora, IL.

    Geo 6/18/10 3:05PM

  • 6-17-10
    Customer NO SERVICE...I want to let everyone know my father's experience this morning at Toy's R Us in Alpharetta georgia. My father took my two children to Toys R Us to purchase some fun outdoor water toys this morning, he purchased five items, one of which was a slip&slide. After arriving home and taking it out of the box they discovered that it was ripped down the seam. They packaged it back up and headed back to the store to exchange it for a new one. The manager of the store refused to exchange the item and suggested that my father call the MFR for an exchange. Also of note, the item was $9.99. The manager was very rude (according to my daughter). I have contacted the coporate office and they refuse to let me speak to anyone in their corporate office, also refused e-mails...asked me if I wanted their street address to send them a letter! I beleive this happened becasue of my fathers age (70+). Also on the back of the receipt it clearly states that items can be returned or exchanged with receipt. It also states on their web site returns will be excepted with receipt. With the lack of response or they just don't care at the executive level...I or my father will no longer be shopping at any Toys R Us or affiliated store. BTW...Target agreed to exchage the item...even though it wasn't purchased from their store! That's CUSTOMER SERVICE!

    Unhappy Toys R Us Ex Customer 6/17/10 2:03PM

  • I have been a toys r us customer for over 38 years. Now a grandmother I'm at the store a number of times per month buying toys or art supplies. Last week I bought four helmets with knee pads for my grandchildren at $25.99 each. K-Mart and Target have the same helmets for $14.99 each. When I called the store (5th Avenue and 167 Street, No. Miami Bch.,FL) they said they cannot match the price. I also attempted to buy the Disney Princess Hot Wheels and Suzuki Quad Racer. The store only had assembled items and there was an extra free attached. A friend of my went to the Pembroke Pines store and purchased them for me unassembled. If you add the price of the of the helmets, Hot Wheels and Suzuki you will see just how much I spent. I could not recieve any points on my Toys R Us card because I was unable to buy the bikes in No. Miami Bch. Due to these circumstances and poor policies I WILL NO LONGER BE FREQUENTING YOUR STORES.

    Anonymous 5/15/10 10:31AM

  • On Saturday March 27, 2010 I went to the Toys R Us in north Riverside, Illinois around 8:40 pm to buy the Little Tikes Home and Garden Playhouse as a gift for my daughter’s second birthday. The regular price was $159.99 and it was on sale for $129.99. I pulled both the regular ticket and the sales ticket and proceeded to the register. The woman working the register was very nice, personable, and professional. After paying with a credit card she instructed me to take the ticket and receipt to the customer service desk and they would pull the merchandise.

    The man at the customer service desk was also nice and personable, but once he looked at the ticket he asked if the lady at the register told me that that item was a special order. She did not. He looked in the computer and said that they were out of stock and did not have a ship date for more. He suspected that the item was discontinued and that is why they were having a sale. He offered to look up the item at other locations and called the store in Chicago on Belmont and Western Ave. He spoke with the manager there to make sure that they had one, which they did, and they arranged to hold it for me, with my name, until the following day as I didn’t have time to drive that far on Saturday night. The service counter at the North Riverside location had to credit my credit card and instructed me that the other location would have to process the sale.

    The next day, Sunday, I drove to the Toys R Us on Belmont and Western. I went to the customer service desk and spoke with a woman. I asked about the playhouse being held with my name and she knew nothing about it. She asked who I spoke to and I explained that the manager of both locations had talked the night before. She asked me for the manager’s name, which I thought was Steve. There was a Steve there, but he was not the manager and also knew nothing of the conversation or about an item being held.

    I explained that I must have gotten their manager’s name wrong, but if she talked to “The Manager” he would be able to explain. She called the manager, whose name I never learned, and then asked me to get the ticket item to make things easier. I brought both the regular ticket and the sale ticket back to her. She made another call to the manager and said that she would ring me up on the register. She said that the sale had ended the day before and that I would have to pay the full price. I explained that I actually did try to buy the item the night before, but was misinformed about its availability at North Riverside, and that I was directed here where the item would be held. I even showed her both receipts from the night before where the purchase was made and then credited back to my credit card. Again she called the manager who declined to sell it to me at the sale price.

    I told her that I was not interested based on principal and left the store. What kind of manager runs a store so poorly as to let a customer walk out over a sale price, which was advertised in their store, in this economy? Despite the North Riverside location being 3 minutes from my home, I will never shop there or any other Toys R Us location for a toy or gift of any kind.

    Boycott 3/29/10 9:26PM

  • I went to the flatbush avenue store to shop for my nephew the other day and I have to say got the worst treatment from a mgr named Roy Jackson he acted like he did not have the time to help me and brushed me off.I have been in alot of toys r us and never recieved treatment like that they really should screen who they hire better than that he should not be in retail if he does not like his job.


    michelle schwartz

    Anonymous 3/21/10 11:59AM

  • On Dec. 13, 2009, In the city of industry, California’s Toy R Us store.
    I just bought a Laser micro zero gravity for my son yesterday. Right after we came home, my son open it and charge the car. Out of suprise, it is not moving. Therefore, the very next day morning, I bring the toy back to Toy r us for return. The response I have received is NO. you can only exchange since you open. The thing is how can I trust that toy any more since the bad experienced I had. Second is what happen if I got another bad one? I need to go back and exchange again. I do not have time for that game. The most angry part of all is when I request to speak to manager (David) of the store. The manager's express attitude is more like "it not my business and problem".

    JT 12/15/09 1:36PM

  • I placed an online gift order on November 8 for two homeless children among many whom my church is collecting gifts for the holidays. I received an email confirming the order would leave the warehouse in 2-3 business days. When I called 10 days later I was told the order had been cancelled, no explanation available.

    While on the line with customer service I placed a separate call and my credit card company confirmed there were no issues with my account.

    ToysRUs customer service purportedly placed the order again, offering express delivery to make up for the trouble. While this was unlikely to arrive in time for when the gifts were to depart the church (tomorrow), I figured I could get into the system only one day behind (Monday).

    However, when I checked my email this morning (Saturday), I received an email this morning indicating that the order once again had been cancelled, again for no apparent reason.

    The customer service representative entered a customer complaint asking for accelerated attention by a supervisor and requesting that I be contacted directly and ASAP by phone.

    ToysRUs never called nor followed up. I have no intention to do business with this inferior retailer again. The lack of customer service and the sloppy order entry is appalling and unacceptable. And who suffers? The poor homeless child who will otherwise receive no gifts this holiday season.

    Anonymous 11/21/09 9:45AM

  • I just placed an order on-line with Toys R Us. I ordered one each of seven items, but the computer said that I ordered two of one of the items, and I was charged for two items.
    When I spoke with a customer service represetative, he said that there was nothing that he could do. We would have to keep the extra item and be charged for it.
    My order number is 7781248846, and the item number is 915766. It seems that there would be something that could be done to help customer relations concering this matter.

    Thank you.
    Janis Nehrt

    Janis Nehrt 11/15/09 3:41PM

  • Terrible customer service... ToysRUs on-line makes promises regarding pre-orders that they "accidently cancel" and can't order again. The customer service dept. stated there was nothing they could do and I had to watch the website and order the product again if it becomes available. The worst customer service and such a dissapointment to a child who is not getting they toy they saved $$ for.

    Anonymous 10/29/09 6:27AM

  • I shopped at your store # 9223 on Saturday Oct.10, 2009 with my 3 grandchildren. I was purchasing bikes for two of them. One of the bikes was a floor model which I bought minus the $10 assembly fee because they were out of stock. The other had a slip stating it was the last one so I shouldn't have had to pay the $10 assembly charge for the 2nd bike. Low and behold a worker told me that that there were 5 more in stock (of the 2nd bike). I was mis-lead as the slip stated it was the only one left. They still charged me the $10 assembly fee for that one. As far as I'm concerned, if your employees are not on the ball about making sure there are slips on each bike showing there are more in stock, then the customer should not have to pay the $10 assembly fee when the slip stated otherwise. The manager was standing right there when another employee told me that I was going to have to pay $10 for the floor model also (1st bike)! The manager did tell that employee that I didn't have to because it was the last one. Obviously the employees don't have any clue what your policies are. There is alot of competition out there and rest assured I will never set foot in Toys r Us again. I explained my dilemma to the cashier (he stated he was also a manager but his name tag stated "supervisor" so he actually lied about his position. He didn't care what I had to say..it was like..."too bad I am charging you the $10". I have spent literally thousands of dollars at your store in the past several years and now I am sorry that I ever shopped there. The customer service in that store left a bad taste and they lost a customer because of it. I will make sure everyone I know never sets foot in there again. I would expect that Toys r Us will refund my $10.
    Robyn Smith
    Amherst, NY

    Anonymous 10/12/09 2:09PM

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  • 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



  Contact Information  
Customer Service
800-869-7787
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