Toys "R" Us
Reviews and Complaints

What a SCAM! I place an order on line for 11 items for shipping and in store pickup. The order went through yesterday and today I get an email canceling 7 or the 11 items for store pickup. When I called customer service I was told to place the order again to see if the items were in stock at a different store. Little did I know that Toys R Us is holding the funds for the items they canceled. I was told the funds would be released in 5 to 7 days! How can they hold my money when they have canceled my order? Customer service is the worst I've ever had to deal with! This just puts more stress on my here at Christmas than I should have to deal with! I will NEVER walk into another Toys R Us store again! They also have FREE SHIPPING splashed all over their web sit but when you read the fine print you find out that it is ONLY up to $20.00! Just another SCAM!

I ordered a toy online from Toys R Us for which I opted for a store pickup. After waiting for 2 days I got a mail saying the order has been cancelled. I had planned to give it as a Christmas gift for my nephew. When I checked with the Customer service got a response saying it is out of stock or not available.
My questions:
1. Why did your system allow me to checkout if you couldn't fulfill the order?
2. How come the product is still available for store pick up for a different price?

Maybe once a month, Toys R Us distributes a book that has some coupons in it. On the front page, they have a coupon that says "Save 20% on ANY on regular-priced baby item. We would love to use it, but the coupon pretty much excludes everything in the store. Listed below are all of the EXCLUSIONS-
Excludes all TOYS, baby food, diapers, formula, wipes, unbeatable price! items, Ameda, baby brezza, baby jogger, bob, britax, bugaboo, cybex, ergobaby, mamas and papas, motherhood maternity, nap nanny, pediped, peg perego, phil & teds, robeez, tommeetippee, under armour, electronic learning toys, netbooks, tablets, video game hardware, video games, apple products, fao products, robotgalaxy, buyer protection plan, gift cards, photo studios, phone orders, special orders, assembly fee, breast-pump rental fee, delivery fee, and shipping & handling.

Now please tell me, who in there right mind is going to try and find something to buy that is not on this list. We love and appreciate getting coupons, but come on now! A little ridiculous.

My daughters dad tried sending a dsi xl two games and a case for her birthday and ship it to her in mi. turns out u cant deliver to my new adress. so i tried typing in the gift card numbers he gave me myself and order for store pick up. the next day i still didnt have my order conformation for pick up when i called the store they couldnt find the order. so i called 1800toysrus and they told me to call the store. its been two and a half weeks ive been trying to get these for her birthday which is tomorrow june 7th she is expecting a present from her father and will be heart broken because of this. i am very pissed off. This need to be resolved they put it in with some other customer service to try and push it through i dont know what going on but my order number is [protected]. i hope to have this resolved today and i dont plan on shopping here at toys rus again...

My 11 year old son purchased a video game from toys r us during a promotion. He received a $20 gift card due to the promotion, the store clerk told him that this card would not be activated for six hours. Hence he was not able to use this on an additional purchase during this outing.

Saturday I took him back to the store and he tried to make a purchase using this $20 gift card, during this time he was told that this gift card expired on 1/31/11 and he therefore was out of luck! I spoke to the manager and he simply told me that he felt bad but there was nothing that he could do for my son. The card expired and the store took back the $20!

Talk about a bogus scam! We left the store and both vowed to NEVER purchase anything again at TOYS R US! That store preys upon unsuspecting youth and I will not patronize any corporation that steals from it's customers. Let's face it, many stores carry the same items as TOYS R Us and they do so at lower prices!

Boycott TOYS R US ...my family and friends will not support this store anymore!

On Dec. 13, 2009, 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 of the store. The manager's express attitude is more like "it not my business and problem".

It is my daughters birthday tomorrow (Sunday 6th of feb) and I went to toy “r” us to get her a bike today, we got it home assembled it adjust everything only to find the front tire had a puncture from new. We tried to fix it but because it is on the seam and crease it is not fixable. When I rang toys r us to complain they told me the only thing they could do is post me another one on monday and I would receive this by next wednesday. I don’t have the transport to get back to sheffield that night and had organized a party on the sunday.

Toys r us also told me that because things are ordered in and come boxed they do not check to see if it is in working order as I asked why it was sold like that. I find the completely unacceptable, not only have I got nothing to give my daughter on her birthday now but they don’t check the toys are in working order before selling them to children.

Same thing happened to me. I should have receive ~$100 of "Rewards Certificates" but had no idea that the certificates would not be mailed following the holiday season 2010. When I called, they said my rewards expired. They offered me a bunch of $5.00 off $25 coupons... yeah right, I'm gonna spend more money at Toys R Us or Babies R Us. I agree with the other author, I'm headed to Target or Walmart for future purchases... and my kids will not side-tracked with all TRU aisle clutter!

I was instore on Friday 17th June looking at the Threewasy rocker, for my grandchildren. When i rocked it to see how easy to move it is, the metal price display fell off onto my foot. I feel that the display should have been on the floor or secured to the stand, because if a child had have knocked it, they could have been injured. Since it happened i now cant seem to walk properly on my foot as i suffer from a bone condition which has obviously been agrovated by the incodent. My email address is lorraine.[protected]@btinternet.com and i await a responce.

After creating a baby registry in-store and signing up for the rewards program I spent several hundred dollars and several trips in their store, not to mention the money family/friends spent on registry gifts. Weeks later when attempting to see how many points rewards points were accrued realized that my reward card had in fact never been properly activated. When I went in the store to return a package of "66 Babys R Us" diapers (which I was given no credit for because their system scanned them at $0.00 and said it "must've been a buy one get on free deal - you'll just need to keep them")) I explained the situation with my rewards card. I was told they couldn't handle that in-store. They told me to call 1-800-toysrus and they could give me credit for the 2 receipts I still had. I asked "Why didn't someone tell me it wasn't a good card - they have scanned it every time I've been here" His response was "oh the register will scan any of these cards back here - that doesn't mean anything.". So... I called corporate. Long story short, I spent over 30 minutes on the phone with a lady who insisted on continuing to try and look up my card using the information I had already given repeatedly - it was obviously not in the system at all yet she continued to waste time on it. I explained once again, I needed a new number assigned to me then get credit added for the 2 receipts I had. After speaking with her manager she told me no one there could do that for me. I would need to go on their website, sign up as a new member, then call them back with my receipts. No thank you. Toys R Us has lost my business permanately. I refuse to waste any more time on this - and probably for $2.00 worth of coupons in the end. Geoffrey will be unemployed soon if this is their standard of customer service both at the store and corporate level. PO'd in Arkansas

They advertised the Biggest Loser Work out plus a Kinect and a free month membership, but when it came to buy it they said o I'm sorry that's a miss print, there's nothing I can do for you. Attached is the pictures of the advertising in the store. Be vise and careful of what you buy at Toys R Us, you will not get what is promised. Any question, feel free to call me at [protected].

I glad I am not the only one who had the same problem with Toys R Us reward program, they usually send the rewards in the mail this past holiday promotion they said they emailed them, really? They have my email why did I not get my rewards? I called only to find out that screwed because they expired and they do not reissue rewards. I told them that CVS, Hallmark will reissue rewards that have expired because this is good policy to keep the customers happy, they did not care because TRU is doing so well they can treat the reward customer like crap. So I am returning my rewards card to them, and you can too.

Customer Service
Toys R Us
One Geoffrey Way
Wayne, NJ 07470

I also told the customer service rep that Target gives me 5% off by usuing their cc that I will be taking my purchases there. If TRU had thought about this, and I mean just take a few seconds the rewards that I would have gotten back I would have spent much more. Do the math TRU and right now I am spending $0 dollars in your store all because you couldn't/wouldn't reissue rewards.

I have been a loyal Toys R Us shopper for years. During the 2010 holiday shopping season Toys R Us ran a promotion offering 10% back on all purchases made. No one in the store ever said how the reward would be distributed, so I just assumed they would either mail it or email it. I receive mail and email from Toys R Us on a regular basis, so I figured they would contact me when the reward was available. I was so wrong. They did not contact me in any way. They gave less than 2 weeks to use the $35.00 reward I should have received. I never knew it was available. By the time I figured it out, it was expired. I called customer service and spoke with an employee who was not willing to help at all. I asked for a supervisor. She was more helpful, but could not do anything for me. She suggested I email corporate. I did just that. Their response was prompt, however they said there was nothing they would do for me. What poor customer service. They are a huge company and should care about their customers. Very disappointed. What is the point of earning a reward if you can't use it?

Toys R Us, INC. I must say has lost my respect. During this past holiday season they were offering a 10% cash back on their rewards program. During this periode I earned $96.00 in rewards certificates which I never received. Upon calling within the 30 days provided I was told to bad so sad. What they said they would do is send me coupon good for $5.00 off a $25.00 purchase. Now has is that the same. I have to spend another $20.00 to receive $5.00 and I was owed $96.00. I never received them because during this periode they switched the certificates from being mailed as they had for the past two years to being emailed. Not being aware of this I never received them. I beleive it was a bait and switch tactic that they devised beacuse they new that they were going to have to honor alot of money for alot of people. Now they are just yesterday 3-2-11 they tried to give me a $25.00 email gift certificate, however it would expire in three days. I know that alot of people are having the same issues, I am not going to let this go. I consider it bad business practice on thier part and deceptive as well.

THIS WAS PULLED OFF OF THEIR WEBSITE "•Responsible: We believe that honesty, integrity and compassion are the foundation upon which we work together and conduct our business. Keeping kids safe is a cornerstone of the brand."

I spent over $500 during the promotional period of Thanksgiving-Christmas in order to receive my 10% rewards + Free Leapster game. When I didn't receive anything in the mail or via email, I called ToysRUs. I was told my rewards had already expired and there was nothing I could do/get. When I asked to speak to a supervisor, the customer service representative hung up on me. I called back, spoke to another representative, who told me the same thing but made a note that I wanted to speak to management. I was then told that someone would call me in 3-5 business days. Guess what, they never called. I simultaneously sent an email which was never responded to.
I called back today and was told that I'd now have to wait 10 business days to hear from a supervisor.
Here's my advice - don't shop at ToysRUs if you actually think you're going to receive and use your rewards money. It's a total scam and you can get the same toys for close to the same price at Target, Walmart, KMart or your local toy store - none of which will scam you out of your rewards money.

I was in Babies r us Toys r Us at millenia In Orlando, Fl. Saturday when i was rudely disrespected by a cashier. I called in and reported it. The cashier was A. Aikens a female. I didnot know they hired people with such vogur language. I didnt know thet hired those type of employees i am really disappointed.

I originally began attempting to contact someone at Toys R Us in regard to a small issue that I have with their return policy. In that attempt I have been shown what little respect or concern Toys R Us has for its customers.

At every level, from the employees at the store I was in to the Executive Vic President and Chief Administrative Officer Deborah Derby, I have been treated as if I am just wasting everyone's time and that they wish I would just go away and leave things be. “Documenting my concerns” seems to be the only thing that anyone is willing to do. No one, at any level, is willing to listen to my concerns with their policy or why I have an issue with them.

I went through the channels set up by Toys R Us for customers to send their complaints and when that was not satisfactory, I pursued other avenues to get into contact with someone at the company that could address my concerns.

At this point, I have given up on anyone with Toys R Us caring or doing anything about my original issue, but I am not going to give up on the issue I have with how Toys R Us treats its customers.

Toys r us has a terrible shipping process. I ordered three video games about a week and a half ago and it soil says that the expected delivery date Is 2 weeks after when I placed my order. I hate toys r us and I always have. I just happened to get a gift from someone that came from toys r us so I returned it. I wanted to just by in store but guess what? They have a crap stock of video games that is terribly organized so you cant find anything anyway! Do not shop on toys r us especially online!

Its funny that people will complain about long waiting lines during the holiday season. Do you guys not realize that these associates are working their butts off? You had to drive 20 miles only to wait in line for 20 mins..yada yada yada. Big deal. Get over it.

Its not like these people are making you come out in (bitter cold, extensive heat, heavy traffic, freezing rain) to shop at the store. You made the choice to do your holiday shopping a few days or weeks before the biggest consumer holiday ever, and you should expect to have to wait in line. So stop giving these people a hard time. They are just doing their jobs, and half of them are just seasonal workers with hardly no training because they had to be put out on the floor to serve you guys.

And another thing, for those of you complaining about the promotions running out, you have to be really dumb not to realize that they are while supplies last. It only says it at the bottom of EVERY ad. Along with every other exception to the promotion that you just happen not to see and expect to get credit off or whatever anyways. Its really sad the amount of people I see throwing a fit in line because they didn't read the ad properly (I've even heard a few trying to quote the dictionary and prove the workers wrong on how the ad is worded).

And by the way..your 2 year old isn't going to care that he/she didn't get a certain toy because TRU was out, or it didn't come with the free (tin, dress, coloring book). HE'S 2! He/she should just be happy they got something in the first place.

I think the TRU workers do a great job and I don't blame them for getting crabby with you all. I can only imagine the way you treated them while you were only thinking about yourself.

I ordered a train set for my child and they send me the wrong product. Instead of encouraging customers they claimed it is their policy to pick up the product before they refund the money or ship the right product.
They should stop promoting their website if they cannot deliver the right products.