Toys "R" Us
Reviews and Complaints

Totally agree with previous comments. Also, if you wanted to argue about the policy. "Bill" would not be the person to talk to. He has no control over changing the policies. I feel quite sorry for Bill and Karen for having to deal with someone the likes of you.

People like you are the reason why hate exists. The refund policy is on the back of the receipt. When I buy something and may need to return it later (gift, expensive item, etc) I put the must return by date on the receipt. Its not the cashier's fault. This is strictly YOUR FAULT.

If he let you return it two days after the return date, why not three or four or ten? Return policies are there for a reason. If you don't like it, don't buy anything.

Now you have learned the dangers of online shopping. But why should you stop shopping in store because of something that happened online?

I would notify Chase of the agreement between you and Toys R Us, and let them know that you only wanted the card under the circumstances explained to you by the rep at Toys R Us. If they don't work with you, contact the credit bureau and notify them of the situation and tell them you want the inquiry removed and that you received a credit card under false pretenses.

dont worry im another person who will never ever spent apenny of my hard earned cash in any toysrus store again, have big issue with o4 basildon essex england store .ps. very rude manager (chris sayer). customer services are useless, all staff are rude and they would do there self a favour by taking on some special needs staff. who might actually teach the [censor]s from shop floor/customer complaints some lessons.as all the through the lines of mangement .they are all totally useless.

yes when an ad is placed toys r us workers place the items on hold. It is false advertisement because at times the store only had 3 of the items for a week long sale. for the most part workers themselves take them for themselves and just say they are "sold out"

I had a similar experience regarding their disregard for customers. On 2/14/10 I purchased an item for my granddaughter's 5th birthday. When I got home she wanted something else, so with receipt in hand I returned to the store and I took her with me. (Iwish I hadn't) the experience was so traumatic, it ruined her birthday! I was told after waiting for the manager at the service desk for a while that the item could not be exchanged because the service clerk (Laura) claimed that the plastic around the item (Hannah Montana boombox) was ripped. Well I didn't rip it and the boxes are not sealed, so I am sure that it was ripped before I got it. I should have checked it, but who thinks of these things? The manage (Carlos) told me that their policy is not to exchange any electronics unless it is deffective and then they could only replace it with an identical item . What if one wants their money back? Well he said they do not do that. He was rude and uncaring, he made my granddaughter cry unconsolably. The are uncaring, they are not kid-friendly at all! You would think that they would have personnel that understood and cared about children! I ended up being stuck with the boomboc ($46.00) and purchased another item to console my little granddaughter. They ruined my day and her birthday! They should somehow be accountable. I emailed their customer service, but they closed the case saying they "were sorry, but" and they did nothing about it. They just do not care!

Sadly, this above comment is pretty much the norm for how TRU treats their employees. For the first month or so, everyone is nice and treats you with respect. However, once you've been there long enough and find yourself feeling left off the Store Managers list of top suck-ups, it's time to look for a different job. The only time I'd actually recommend working there is around Christmas as a seasonal employee if you're desperate enough to need a couple paychecks that don't even come close to compensating you for the amount of work and time you put in.

-Mephisto

I just started working there, and liked it until now. I have availability, which they have honored but recently I was scheduled weird hours off my availability. I share a car, and feel it is not worth minimum wage to screw up my and roommates' schedules, but I am open 6am to 11pm, which according to them was fine when I started.

I asked about maybe starting at a time an hour later then scheduled and staying extra (which I almost always do because I like to help out and finish what I am working on), and the response was that my job is now "in the air". I explained my reasoning, which then it got too personal. My roommate is working on his PHD, and we live in a college town, so we both aren't rich and we are doing fine sharing a car. I explained this and how economical it is, to which the manager responded, "people in this town have cars, if not, they don't have a job and shouldn't interfere with your work productivity". He then went on to say how I shouldn't be involved with such people, and how most are losers. He apparently "knows people in college, and they have cars". I felt backed into a corner and insulted, not a good experience AT ALL. Living in a college town means many people live in dorms and such within walking distance, it was just ridiculous for him to make such claims while at the same time personally attacking me and my friends. I would not advise working here, some of the people are great and can be fun to work with but managers from what I understand can be total ###s. A girl stood behind him the whole time had a WTF look on her face and after told me not to worry about it and how I was a good worker and he was being an ###.

I've dealt with difficult managers at my last job, but every time it was resolved and I never carried any sort of grudges. It never got personal or felt like I was actually being attacked, this is different, and I am seriously considering filing a report.

I went to Toys R Us on "Black Friday" and attempted to buy the First Act 5 piece Drum Set listed in their Sales flier for $49.99. When I got to the register the item rang up $99.99. I was told the drum set I had was not the one that was on sale. I asked to be shown to the one that was on sale and was taken to a drum set that was not even near the other First Act items in the store and the set I was given was a 4 piece set. I pointed out that the ad was for a 5 piece set and the clerk said that the ad must be a misprint. I said that they should honor the ad and then correct the problem but the clerk and a manager refused to do it. I went in to the store at 1pm, they had been open since 5am and had hours to correct this. I believe they placed the more expensive set where it could be seen and wanted people to purchase it and not get the sale price. I purchased the more expensive set anyway since it was the one in the ad and told the clerk I would be contacting the corprate office to complain. When I called the customer service rep took my nam and phone number and said a supervisor would call me back since the store would not honor an ad price. I was contacted back by a supervisor within 30 minutes. The supervisor said he could see the error and it was on their website also and he said he was sorry for the confusion but all he would do was call the store and have them hold the less expensive set and I could go back and return mine and purchase the cheaper one for the sale price. I am not satisfied with their response and feel they should honor their ads or place a retraction in the store when the problem is noticed, not wait hours and refuse to honor prices when they know their ads, store signs, and website are misleading.

I went to toysrus on black Friday and was charged three times for one purchase. I called toyrus and all week long and still haven't receive a refund. When they claim to refund me they actually debit my account again. I am so upset about this and will never use my ccredit card at toyrus again. I also feel that VACU didn't help the matter at all.

Frequently sale items on black friday that are seen as being popular are set in the front of the store or throughout the race track as to make it more accessable to the customer. You would have noticed that other customers found the on sale set easily and seen the large sign saying it was on sale when you were shown where it was.

You got what you wanted, right? What else did you want the CSR to do, beg for forgiveness at your feet?

I try to pay with a check on [protected] and my check was decline. The supervisor try for around 40 minutes to comunicate to find out the origin of the problem, never was able to get thru, I would really would like to know where to comunicate to find out and resolve this problem which was not a very nice experinece. As soon as possible

Your complaint is with certegy not Toys R Us. Many retailers use certegy and have to go by what they say. I myself had used a check in a store and it was denied; the reason I was told was because I don't write checks that often.

This was wrong by the part of the managers but i believe you may i ask what city the store is in so i can try to return a bike i bought and they will sure meat their match.

yeah so I'm writing again to wanr anyone away from buying anything from Fisher Price that place is such a goddam ripoff. I bought my kid a pirate ship that [censor]ing broke before I could put it together and they blamed me for braking it. So I called and called them and wrote in everywhere I [censor]ing could and what do you know? They decide to send me another piece of [censor] ship that misisng the mast piece that broke on the first one? Son of a [censor], I am not [censor]ing kidding you. I am so pissed. its such a piece of [censor] company and the [censor]ing stores that sell them do not deal with them they are just [censor]ing with you.

Obviously too late for this consumer, but if anyone else has a similar issue arise, just file a dispute directly with your credit card company. Most of the large CC companies are VERY good at getting action from bad retailers. I had a retailer trying to rip me off, one call from the credit card company to the retailer, and they realized/agreed that the customer service guy was being a complete jerk, and refunded me immediately. Said I didn't even have to return the item because I had tried in good faith to get the retailer's error resolved, and the retailer had refused and said I was stuck with the (error) item. I got my money back (via the credit card dispute process) and was able to buy the right item from another retailer!

Same experience same nightmare. I found my card been fraud at the end of July, until now the case is still hanging around. Don't know what to trust babiesrus.

I work at toys r us and have for a couple of months. Not a supervisor, just a normal hourly employee. Just putting that out there. This is from myself as a snarky person, not as an employee.
First, everywhere requires a receipt to make returns and exchanges. Whats the problem here?
Second, A gift receipt is printed off automatically specifically for instances where an item is bought as a gift and might be returned by the recipient. If you didn't get that gift receipt then take it up with the gift giver.
Third, "At what cost"? Really? I challenge you to go into any store and attempt to return something without a receipt. You will but unable to do so in many of them my friend.
Fourth, you are not being treated as a criminal. Just as a customer without a receipt. 90% of employees will try to help you as much as they can. 50% will still try to help you if you get an attitude with them.
Finally, was this really all it took to make you stop going there?

Ha! Its sooo funny how all of these comments sound like associates at Toys R us. Yes, I had the same problem and all I wanted to do was exchange a size 12 months to a 24 month size because my One Year old got that size for his birthday and was not even close to that size lol! I will also never shop there and it was for a 15 dollar item. I have 2 children and buy everything at Target or Walmart! They have lost me as a customer 3 years ago and I am sure others. My kids are 6 and 4 and I am still buying toys... but not from Toys R us LOL!

I totally agree with you :) they should change the policy because they are threating customers like criminals and blaming supervisors for overriding merchandise we are not suppose to. As my own discretion I did overrided recently a BIG purchase for a GIFT RECEIPT from $39.99 to $59.99 the customer didn't have the original receipt and there is not way for me to know how much she paid for this item. I even called support and my boss they both agree to do it. I'm a new supervisor with NO USER/PASSWORD FOR THE SINGLE SIGN ON/COSA TOYS R US SYSTEM THAT ALLOW ME TO SEARCH FOR THE ORIGINAL RECEIPT NOT MATTER WHAT STORE THEY PURCHASE THE ITEM FROM.

For the store and I have 16+years of Customer Service Experience, I wasn't even aware of how to do the overrided I have a support manager over the phone saying NO then I have a Higher Manager saying yes overrided even without the original receipt and give her store credit. Believe it or not I DID IT, I made her happy, she got more than just a customer service, she got her way. For over an hour I spoke to 2 people bosses over the phone weather or not I should go forward or refuse the transaction while my child 4 1/2 year old and my husband waited for me in the cold outside for me to go home because the customer refuse to go to the store that she purchase the merchandise from AFTER I GAVE HER STORE CREDIT customer still was MAD at me because she wanted me to listen to her long sad history about death people somewhere where she needed to travel and i'm making her late.

OMG what a drama I recall the fact my husband and my child waiting for me outside to please to leave because for over an hour 15 minutes store has been already closed. Customer have serious mental issue problems. She turned around finally left not without calling my boss and she sent her this long nasty e-mail about my poor customer service believe or not after I went over store policies. A lot of customer doesn't realized behing that register there is a human been with kid, husband, a mom, dad waiting for your SUPPORT $$$$.

And rather than gattering the facts of the incident, you get fired/verbal warned or been yell for something they even told you to do it at the first place. I guess you can't make people happy mean while there is a 4 1/2 child who won't have any christmas gifts beacuse mommy got fired for doing the right thing, pleasing the customer!

All I can say is, try being the customer service associate responsible for telling many, many nice people that we could not return merchandise without a receipt. The company changed the policy, and we spend the months of December and January getting cussed out on a daily basis. We would much rather just give a merchandise credit than tell everyone "no!" After Christmas, I would have to go stand in the break room and try not to cry just for doing my job. Everyone needs to just step back and realize that jobs are hard to come by now, and people are willing to do what the company tells them in order to keep their job. Don't take things out on the little people. And management is more likely to bend the rules when you are polite and reasonable. On that note, I worked 7 Christmases at TRU and probably won't go back because of this. And give gift receipts people! Even Wal-mart only does 3 returns without a receipt a year per customer.

The policy of a receipt with purchase has been in effect for the last eight years at toys r us. The only thing new about the policy was that you had less time to return things and in private a manger could over- ride anything and give you store credit at their discretion. Which they are happy to do when they feel it deserved.

lol...omg you need a receipt anywhere. What is your major malfunction.

Tried to return an unopened Serpent of Doom that was a Birthday Gift and was told that without a receipt they could do nothing. Not exactly something I want my kid playing with and I have never heard of a company with such a stupid return policy! Will not ever buy from again...NOTHING!

Toys R Us is getting totally out of hand with the way they treat their employees tht was very inappropriate and i really wish you could report it to the corporate.

Brenda cursing at them.she yells and humilates them. then she comes back on the intercom and thanks them for being a great team This lady is psycho her treatment of her people are ridiculs. She torments people and make them live by fear and not by self worth. she purposely is intimidating and then switchs back to being nice. Then she wants respect but do not allow you to voice your opinions. many are afraid that their jobs will be cut. she is awful.Pwople start at toys happy then after she yells at them the moral and motivation is gone and people leave.

brenda hopkins does this to associates all the time at her store in Dothan, al.

I totally know what you are talking about; I was verbally assaulted and threatened by a co-worker while the store manager and an assistant manager just looked on. I was on-the-clock and she was off when this took place, yet I was told that if I was uncomfortable working with her that my hours would be cut, not hers (?) What is this about? This same employee has had multiple confrontations with a lot of employees (and two managers) and nothing is done to her; isn't this considered "Workplace Bullying" or "Workplace Harassment", both of which are illegal for her to do and illegal for Toys-R-Us Management and H.R. to ignore? Enough said for Toys-R-Us!

honestly you should just quit. i understand that with whats going on thats not an option. but if your hr person is that clueless you need to get out. nobody deserves to be treated that way.

you've never heard of a company requiring a receipt to get a refund? I am very surprised you know how to operate a computer.

I bought 2 electric bikes (a substantial purchase) at Toysrus and the handbrakes never worked correctly. A simple adjustment was needed. Unfortunately I waited 8 days too long to bring this to their attention. I spoke to the manager, I think his name is Mike, at the Watchung, NJ store asking him if they would adjust the brakes (The bike assembler could probably do it in a couple of minutes). He was rude and unbending on their 90 day policy. When I told him that this would effect my future business with the store, he simply accepted it and did not even offer an apology. Is this store so secure that the customer is treated like this?

My son received a duplicate Little Tykes Basketball Hoop. I tried to get a store credit but was rejected because I didn't have a receipt. Since my sister in law purchase item online, she thought she deleted her emails. Now 2 and 1/2 months later, my sister in law found her email confirmation receipt. I printed the receipt and took to the store. They tried to punch some # into the register but it didn't take so now they want the packing slip. It didn't have a packing slip. It was just the big LT box with UPS shipping label adhered to the box. I'm so frustrated that I've been to the store two times and got no results. I had $70 worth of merchandise that I left on the counter and swear I'll never shop at Toys R Us again because of their poor customer service and return policy.

I had to write you about my recent experience at your store in Olathe, KS. First of all, I should say that I try to avoid shopping at your store at all costs because every time I have shopped here I have bad experiences. Either the coupons I've brought in don't work, the people working are incompetent, or you are severaly under-staffed and it takes forever to purchase an item because you have one cashier in the middle of the afternoon on a Sunday. This recent trip I went in to buy an infant car seat. I had a coupon for 20% off. I haven't been to your store in a year and I was hoping things had improved but unfortunately they had not. When I went to check out, the cashier informed me that I could not use the coupon because I didn't have it lined up properly and the bar code was missing a number. I asked if they could still apply the 20% off because I clearly had their store coupon. They said they could not because they didn't have any way to do this. I asked if they had a kiosk with internet that I could pull up my coupon and they could write the number down, they did not. So a customer in line (which the line was so backed up because they only had one person on registers) offered for me to use her coupon. At first they said no but then after we debated with the worker she agreed to let us do this and applied the 20%. It was such a hassle and so much more complicated then it needed to be. BRU is a place I generally avoid because there is always hassle involved when I buy things there and I am an easy going shopper. I don't understand how one store can make so many people so angry. I don't know anyone (and I know a lot of moms) who say they love shopping at BRU. If you can buy the baby items you need from Target or Walmart or somewhere else, do it! BRU does not have good customer service, they clearly don't train their employees well nor do they have good coupon policies. I would not shop there and go to stores who are customer friendly!

i bought a power wheels from tru and just 1 day later it went on sale $50 cheeper i went to the store for a price difference and ended up getting $12 back. i ask why and the manager told me i had only paid $312 for the item because i had used coupons. so now the coupons i used were not worth anything. what tru does is they take a percentage off of each item on the ticket, not the total amount of all items i had 2 gift cards worth $10 and 10% off i bought 3 items on that ticket and they divided the $20 and 10% among the 3. so when i went for the refund my ticket read that the price for the jeep was $312 insted of $349.95 so what it all boils down to is that i lost the total value of my gift cards. yes i paid 299.95 for the jeep in tru eyes but what i see is that this is a big rip-off

Toys R Us has a misleading return policy. My daughter received two of the same Fisher Price kids cameras for Christmas. We have a gift receipt for one of them. It was purchased from Toys R Us on the Internet. The invoice says specifically that online purchases can now be returned to stores. When we took it in to get credit so that my daughter could select another toy, we were told that Toys R Us Express does not accept Fisher Price camera returns. How frustrating for my 3 year old and what bad business practice by Toys R Us. The company should make transaction easy for customers -- This means accepting a valid return with a receipt at any of the stores that has their brand. I get so tired of company policies that are not customer-friendly.

ToysRUs advertised XBox 360 Kinnect Controller as an early bird special. When I tried to purchase the Kinnect Module and Game Special for a 50.00 Dollar card as incentive. They had the more expensive edition for 399.00, but not the advertised 199.00 module. The clerk informed me they were sold out the units on the launch days several days prior and would not issue rain checks for early bird specials. I have spent the last month attempting to purchase the module from them and they say they never received any shipment beyond the lauch date and now don't expect them until after Christmas. How can a store advertise merchandise as a special when they had none available to sell? I called the 800 number and got a lady who told me she could help me and promptly hung up on me. I called back and this lady told me all ToysRUs sales depend on availability and there is nothing she could do but appoligize. When I asked if this is Bait and Switch she said she could conntact Corporate, but that takes at least 10 days. All I wanted was for the store to honor their ad. It a shame it todays economy a store chooses to mislead customers with a smile on their face. If I would of known that I have to spend 399.00 to get the higher priced model, I wouldn't have spent over 200.00 dollars in their store on the November 6 shopping trip on other gifts.

We ordered 2 online gift certificates to be mailed to the recipients address. We placed the order on 12-16-07 and the order still has not been received. (1/25/08). We have contacted Toys R us twice and they have failed to deliver the gift cards still. They say they have shipped the cards but they are not being received. They have not offered to do anything for us except try again. These cards are for children who do not receive much for Christmas and here it is over a month later and they still don't have them.

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!

Shoppers beware of Toys R Us advertised sales. The sales staff will praise a product but unfortunately it will not be in stock. They will take your details and promise to phone you and that you can have it at the sales price - they will even put it all in writing for you. BUT you will never hear from them again. You have to phone and after being put on hold and transferred 3 times you will be put through to JAMES (aaagh!) the assistant manager of Parramatta store who will not believe you, talk over you and be as rude as rude to you the paying customer. Little does James know, it is the same customer who has probably paid for his annual salary three or four times over with all the merchandise there have bought from there. NOT ANYMORE - I refuse to buy anymore from Toys R Us whilst they such rude people.

I went online on the Sat. after Thanksgiving to order a Swingset that ToysRus had on sale. I was told they were out but were expecting more. I asked if I would recieve the advertised price ($74.99) and was sent an email promising this price as long as it was within 30 days. I checked the online site and found the product so I called them to place my order. They told me that they could not honor this. They said they NEVER pricematch. I explained that this was told to me via email. Why would I pull these exact figures out of the air? They refused to honor this promise.