Toys R Us Customer Service Complaints - page 3

I had a transaction purchase that exceeded $600. As the transaction processed, I realized that I had handed the cashier the wrong credit card. I went to the service desk to correct the problem and low and behold...my "exchange" transaction was declined! I was told that my returns from last Christmas season (with receipts mind you), had caused a warning and that I could not return ANYTHING for a whole year. Fortunately, the year is almost up for me. And when it is...I will be returning every bit of the $600+ that I spent at Toys R Us this past week. It is all well and good to say "don't shop there if you don't like the return policy" but it is a bit too late after they already have your money. The idea of refusing returns with receipts for products that are unopened, unused...is absolutely ridiculous and against the law in this case because our state has a strict requirement for stores to provide a clear and honest representation of their return policy prior to the sale. In Massachusetts, it is actually illegal to refuse a return that meets all of the merchant's posted return requirements and therefore I have filed a complaint with our state's attorney general.

I purchased a nes ckaasic online on nov 11th at 5:30 am for store pickup. I work 2minutes from the Freehold no store. I went on y lunch hour to pick them up and was told they didn't have any left. The money was taken out of my checking account, which is now not available to me. The manager told me that they cancelled the online orders because the people in line deserved them first and they shouldn't have gone online. He did say he would call me if any came in but they put my name in a little piece of paper so I have called to check anyway. Over a week later I still have the money removed from my acct. and was told by a lawyer that they aren't supposed to refuse dale of the item they charged you for. It was purchased in good faith and they refused to give me the item I paid for. I called earlier and Chris was very nasty to me on the phone and told me basically tough crap. I called 800-toysrus and they said it's up to the store if they want to sell me the item for store pickup. I do plan on making a complaint to consumer services and calling the corporate office. I consider this stealing.

Today my husband and I returned an item to our local TRU. The store clerk refused to accept my husbands military ID for identification purposes for the return. We had the receipt and item was in original condition. I do not approve of the store's policy requiring photo ID for returns with receipt to begin with, but I was not at all pleased when the clerk said a valid military ID was not on the list. Really!?! I did some research when I came Home only to discover that military ID's ARE on the list. So, not only was the clerk ill informed on the policy, she was downright rude about it. This family of veterans are not shopping at Toys R Us anymore.

Toys r Us Redlands,CA was infuriating! Loud rock music so I couldn't think, darkened aisles, so I couldn't see, moved Play Mobile toys in less than 2 weeks so I couldn't find them. They were out of most girl in the line. I came to store wanting to purchase $125 and receive $25 gift card. Impossible today. Next time, I order online! Store manager not available

I ordered Halloween costumes online on Oct 18th for my two kids. I paid 54 total for both of the costumes. Well my kids did not want them. Called toys r us, asked for my order to be cancelled. I was told I could not cancel the order because the items were already shipped. Ok that is fine, I understand why they would not be able to cancel the order if the items were already being shipped out. I would just return the items once they have arrived. Lets fast forward to the day of Halloween, that is when my items arrived. I am a online shopper. I do not do a lot on in store shopping unless I am buying food. I have never had this kind of experience before with products not shipping in a proper time frame. I contacted toys r us by email letting them know and they basically tried to sway the conversation in a different direction. That was the first time I ever ordered online from them, and that will be my last time. There are a lot of other businesses who offer great prices with better customer service, and a lot faster shipping. I also want to add it would not have been such a big deal if these two items were not needed for something at a particular time. Yes I was considering returning them, but if those were the two costumes that they were going to wear that day I would have been very upset.

I was extremely disappointed with Toys R Us today when I attempted to exchange an item. My son received two of the same superhero toys for his birthday and in the chaos of a 3 year old opening gifts with his 5 year old brother, I couldn't locate a gift receipt to go with either toy. I went to my local TRU to do an even exchange, another toy in the exact same line, just a different character, exact same pricing. Customer service looked up the toy and said it was worthless because it had been part of some BOGO deal within the past 90 days. I left the store with a crying 3 year old because he didn't get the replacement toy I had promised him. I drove him across the street to Target, they agreed to a return without a receipt with no hassle and I let him pick out a new toy. Target will be getting my business this holiday season.

Today I made a return to Toy R US with receipt in hand and was asked for my Driver license. I was taken aback and thought I heard her wrong. I asked her since when? I've never had to give my license before. She proceeded to tell me it's a new policy. Well I believe you should post it in store for all to read and not be shell shocked as you do your return. I agree with another reviewer, receipted customers are being penalized for a mere 1% who abuse the system. This is not good business!!! You are treating the receipted customer like a criminal. I don't want my info stored somewhere that I know nothing about. How dare you Toys R Us!!!! Another reviewer said, if you don't like it shop somewhere else. You know what, that's exactly what I'm going to do.I don't shop where I'm not treated with respect. I'ts ok for Toys R Us to take your money, but make you jump through hoops to get it back when you have a receipt and want to return it.Oh by the way, my return was a mere $7.00. smh

BEWARE!!!!! Toys R Us has implemented a third party to monitor all returns. This third party company is demeaning & their personnel are just as rude & uneducated. I fully respect & understand refusing returns without a receipts. BUT when I have my receipt, paid cash for the item, make the return within the allotted time period, give you my ID (unwillingly) & will even gladly accept a store credit, you feel you have the RIGHT to blacklist me for 60 days??? Because I made 2 other previous returns in the last several months?? All I did was buy the wrong gifts for my granddaughters birthday/ Christmas gifts. Guess what!!!, won't ever be a problem again, BECAUSE it is the last time I will ever patronize Tpys R Us again. There is too many other retailers begging for our business!!!! Toys R Us needs to re-think their entire process, unless they are in such good financial standing that they can loose multiple customers for a foolish policy.

The company I am reviewing is Toys R'us at Metrotown, Vancouver, BC.

The staff there are usually ok (not the most helpful but they're decent), but today I didn't expect to get attitude from them.

I went up to the lady behind the Baby Registry counter to ask if they have a specific baby car seat which is advertised as on sale on their flyers. The lady kind of looks at me with a sigh and asks whether it's the $200 one, and then she said that one's all out and she's been getting calls all morning about it. She looks like she was ready to move on with me. This is at 10:30am on a weekday. The store barely opened for 30 minutes and this lady looked exhausted and quite unwilling to help. No smiles from her, no "How are you?" or "How can I help you?" from her.

I pressed on and told her the car seat I wanted is the one on the flyer. She just looks at me blankly again, although I gave her the name of the car seat. I'm not asking her to know all the car seats out there, but if I have given her the brand, the model, and the price, I would have expected her to help me find the car seat instead of just sitting there looking at me. So I ended up opening a flyer up (which was right in front of her), flipping to the page and pointing to the baby car seat that I wanted. FINALLY she gets off her seat, goes to the back and comes back with the car seat in the box. I asked if the price was as stated in the flyer, and she just quickly says "I need the beeper for that". After the price was verified, she asked whether I was taking the car seat with me (mind you, I was pushing my baby in the stroller), or to have me pick it up from the loading dock. I asked whether somebody can help me put it in my car, since I have never bought anything big from Toys R'us before and didn't know where the loading dock was. She rudely replies that they don't do that and that she'll have it be sent to the loading dock. Now I have no idea where this loading dock is, and she just said it's out at the back. No instructions were given to me at all. Metrotown is a fairly big mall, guys. It took me a good 30 minutes driving around on Kingsway (with a crying and hungry baby in the car to add to the stress) to find the loading dock. I ended up driving into a construction area and the construction workers were more helpful than the Toys R'us employee in pointing me to the right direction.

I get that perhaps that lady had a rough day - a rough first 30 minutes of her work day from when the store opened. Yes, she did get the job done and got me the car seat I needed. But the attitude and her impatience was out of this world. I wasn't even trying to shop around and try out different car seats. I knew exactly what I wanted and yet I felt like this employee was in no mood to help me at all.

Conclusion? I would not be shopping here again.

I have ordered an item from a gift registry for a baby shower. The item arrived in a damaged, torn box, it looked like a previously returned, repackaged, taped together box but with still torn parts. It is too bad that a had to return this item because it was in such a bad shape that I could not present it as a present to the mom to be. I would think that especially in the case of gift registry purchase the product must be in presentable packaging and under no circumstances should be a returned/used/repackaged item. Very disappointing since the reputation of the company is going downhill with this type of careless, money and time wasting dealings.

I normally have had great experiences with ToysRus and had found them to be helpful and courteous for many years, until today. This morning I tried to order a few toys for my daughter and on the Toys R us website it said that the toys were out of stock and the only option available was to "notify me when available".So I tried to see if I could just purchase via a different website and found them on Amazon and I couldn't believe that it was almost DOUBLE the price and says that the toy SHIPS from and SOLD BY Toys R Us!!!! This to me is wrong.... I then looked further into Toys R Us toys sold by and from Toys R Us on Amazon and there were lots and compared the prices listed by Toys R Us on Amazon and I couldn't believe that more then 90% of the toys were double and one was literally triple the price then listed on Toys R Us's website. I then called Toys R Us and was transferred many times and told it didn't ship from them and other lies! I even called Amazon who confirmed it ships and sells from Toys R Us. I an extremely annoyed and frustrated, this whole experience has made me feel ripped off and lied to! It's not right, you shouldn't have such drastically different prices for indoor or outdoor toys or even Toys R Us hot/cold gel packs that are sold by and shipped from you (Toys R Us) whether it be your direct website or through a website like Amazon whom you work with and sell/ ship items to purchasing customers. And lastly you can't say it's out of stock on your website and then selling it/ available for double or more the price then your websites listed price! I was never rude and only wanted help understanding why I couldn't order the toys for my daughter and was never given any real helpful answers or ways to resolve. This is wrong and this deserves being looked into! Just search and compare you'll see.

My son and I went into your store in Champaign,IL over all the store was nice and very clean and the floor associates were very helpful. But when we went to the register a young lady her name was Becky, she was up front. Never once did she great us, she didn't let us know her register was open, when went to her register she was very rude to my 4 year old son. He had a gift card that he wanted to use and she was not very patient with him. Then my mom purchased some headphones and she was asking Becky if she had a savers card and Becky screamed at my mom twice is she wanted a service plan!!! It was very uncalled for and I finally had to raise my voice to let her know that she doesn't want a service plan!! I have never experienced such rude and unprofessional service before at your stores. I will never return to this store and never purchase again at Toy R Us if this kind of unprofessional conduct continues!!!

I consider myself a professional shopper. I purchase moderate to high end merchandise, with good customer service reps only. I have never had a customer service rep as excellent as Diane at the Babies R Us store located in Clive, IA #9587! Diane was extremely knowledgable about the nursery furniture. Diane was well educated, patient , kind and assuring, since the furniture set we wanted to purchase was on back order. Diane went the extra mile by placing phone calls from time to time to keep us updated on the status of our orders and to extend discounts to our orders whenever applicable. Diane even contacted us while she was on vacation to let us know she had deb forgotten about our order. Diane had excellent communications, was extremely thorough and a great sense of humor! We will recommend Babies R Us in Clive, IA, specifically Diane to all our friends and family, when purchasing for their children & grandchildren. Kudos Diane! Encore! Applause! Standing-O! Dennis & Deb Fulton

I am not happy with the service and professionalism that was shown at your Staten Island store on Richmond Ave ! First of the flirting between two of the workers there one was a assistant Manager all I saw Chris on his badge And other was woman by the name of Dina it was plain as day these two are a couple I had a disagreement with Dina and Chris did nothing to correct the matter ! So I will never go back to that store due to the lady Dina

I returned a poloroid 7" tablet on the 15th of June and I was suppose to get a refund back I paid cash for it so I should get a refund check back it was for $63

I returned a Poloroid 7' tablet for a refund I paid cash for it I haven't got my refund you would have to send it with a check I paid cash for it. it wasn't working properly.

Rudeness not only to employees but customers. Eva in n Charleston SC store needs to seriously not be nasty and talk to every one so rudely. Geri who waited on me could not have been more nice. She is the only reason I completed my purchase. I was making purchase of gift card and Eva informed myself and Geri that you can't purchase with any credit card. With a tone that was snide. When Geri told her you could,Eva got even more adamantly agressive. A simple 10 minute transaction took 20 minutes.

Hi I would like to know I bought a monopoly board game from mall of the South yesterday we opened it but my daughter not happy with this version ,will it be possible for me to exchange it for s different monopoly

I recently purchased one of the powerwheel vehicles for about $200. I refused the shelf vehicle because it was worn and discounts wasn't good. After purchasing and assembling, my daughter sat in it for 1 min before I saw it would be too small. Upon returning product I was told there is no return for powerwheels, then told they could do credit if it wasn't assembled. I did destroy the package after putting together because it doesn't make sense to have a empty box that size lying around, especially if most products can be returned without packaging. I spoke with a supervisor and the GM only once and never got called back when told I would. I don't understand how a business can deny anyone the full return of THE CUSTOMERS money if they aren't satisfied. Now I'm out $200 and stuck with a powerwheel that my daughter can't fit in and toys r us doesn't seem to want to help the customers. It's funny how quick they can sell you a protection plans and extra stuff, but no one explains the special regulations like "saving original packages". I would think ALL your employees would be explaining this to the customers, unless it's about the money. I don't want your store credit or a upgraded product. I want my money I spent in your store back for 100% of your product, I think that's fair

Going through these comments makes me want to laugh. If you buy an item and it's past the return date, why say it doesn't work anymore and expect full money back? If there is something wrong with it, contact the manufacture themselves and have them fix it. And most of these comments are saying they hate the ID policy. Don't like it then don't shop there. It's actually smart idea companies do this. If you ever own a business then you wouldn't understand.

I write this comment to let you know how disappointed I am in your return/replace policy. I purchase a baby mobile on line for a shower gift in late January, 2016. The shower was in February and the baby was born on 4/1/2016.

I have recently learned that the mobile does not work. In speaking with a representative of your company, I was advised that the original packaging was required in order for a replacement to be obtained. Of course, the new parents did not retain the original packaging.

In addition, I was advised that since the mobile was not on the registery, and since 90 days had passed, the item could not be replaced.

My credit card was charged on 1/27/16 which was a Wednesday. I am not sure when I received the item but it could have been on 1/31 or 2/1. I called your company on 5/2/16 one day after I found out the item did not work.

I would think that some consideration would be given to new parents regardless of whether the gift was on the registery or not. I sincerely how that you will reconsider the denial of the replacement of the mobile.

Thank you for your consideration.

My son is in the Military so I do not live in the same state as my grandchildren. I ordered two Easter Baskets online for delivery that said both were in stock but not available for in store pick up or I would have chose that option and they could have picked them up at the store in North Carolina. So I ordered for delivery and one basket came and I received an email that the other basket had been cancelled and was unavailable. So one of my grandchildren got a basket and the other one didn't. So disappointed and customer service was rude and unapologetic-just says it happens!

I visited the mall of Georgia location on Easter Sunday, I was given a receipt and had planned on doing the survey. Given the busy holiday I didn't get around to it until a couple days later, I then discovered you only give customers 2 days to do the surveys! Not near enough time!

I wanted to tell you what a great job Jamin our cashier did, her cashier number is 2167098. She was awesome! very helpful, friendly and professional, I was very impressed at how quickly we were in and out on a holiday, she knew exactly what I was looking for and had it ready for me when I walked in the store. We need more employees like Jazmin!



Please pass it along to her how impressed I was with her service.

Thank you,

Sandra Wharton

There is no customer service! You cannot speak to a person, the phone number hangs up on you, even the web site offers no way to contact and complain! I need contacted!!!!! Rude employees at the Metairie location, will never be bacl there!

My wife and i returned two Mickey Mouse bean bag chairs to Babies R Us in San Antonio off San Pedro Ave. We had no problems what so ever. The staff was polite and professional. We thought we might encounter some resistance due to the bean bags both having tears in them, However, we were able to get an instore credit without any hassle like I said. Koodos Babies R Us in San Antonio �