"First of all, I must say that I have always disliked Toys R Us, even before they had a website. The only reason I am using them is because I can get 50% off. Now, to the review.... Toysrus.com: how bad are they? Really bad. From terrible product availability to high prices to poor return policies to website problems, there is nothing good about Toys R Us. My previous order from Toys R Us was the wrong thing (my fault), so I needed to return it. Can I return it to a store? Sure, if I want store credit only. Can I get a refund? Only if I pay to ship it back. In today's market, this is very customer unfriendly. My most recent order, and the subject of this review, was a product that was listed as in-stock. I ordered it, only to receive an email an hour later that the product is not in stock, but is back ordered. It has been 14 days, with no word on how long it'll be. This product is available on a lot of other websites. A lot of the stuff I have browsed on Toysrus.com is listed as "In Store Only" or "Out of Stock", but it's all available at Amazon, usually for 20% less. I wanted to order a specific item that showed as In Stock and Available on the website, only there was no button to click to add it to the cart. The product page was there for hours, before finally dropping off the site completely. I am really trying to spend $150 at Toys R Us, but I cannot find anything to spend the money on. What a disgraceful company. I suggest anyone who uses Toysrus.com to comparison shop with Amazon. Amazon will destroy Toysrus in availability, price, speed of shipping, everything."

"Terrible product selection/availability
High prices
They spam you even though you tell them not to

I was trying to buy a pair of GENUINE Nintendo Wii Remote controllers. They became unavailable online, not ETA for restocking, then got completely DELISTED! Their retail stores have plenty of stock, but nooooo, the online store just won't save you the hassle of wading through the crowded stores.

Knock-off products remain listed and available. Their game is to jack up the prices for video game accessories, and offer "buy 1 get 50% off a second one", and even that offer is not valid if you want to buy two otherwise identical items but of differing colors.

I got sick and tired of waiting for product availability and ordered from another vendor instead. I'm gladly throwing away a coupon for $50 off a $100 order, and save myself the hassle of dealing with this web site."

"Where do I start? First, I received the wrong order! Since these were birthday gifts I immediately sought a correction. I was assured I would receive the order in 2 days. I gave them 3 - still nothing. I checked the tracking and found the confirmation # was not "valid". Customer serv. told me that the numbers weren't correct and they were "working on that". Reality: Replacement in 6-7 days rather than promised 2. Second order had 1 of 2 pieces cancelled after 2 days even though the order was accepted. I did receive 30% on my next order...assuming I want to return! I'm not impressed! Seems like the perfect place to go online but I'd rather stand in lines - probably at a different store. I want to give them the benefit of the doubt but wow!"

"The people working in the Bellevue, WA store were beyond extremely rude. There exchange/refund policy is horrible. The lady snickered as she said she wouldn't exchange the product. No problem, we will never ever shop at Toys Aren't Us or Baby's Aren't us ever again. I will also be happy to share the experience with everyone we know."

"Horrible! I ordered a Godzilla toy for my father's birthday, and they sent me the wrong toy. I called them back and told them the problem, and they sent me the "actual" toy overnight, free of charge. When I got it, it was the same toy that they had wrongfully gotten me the first time! So now I have 2 toys from toys r us online, but still no Godzilla. I called them again and they said that it would take a few days to get to the problem, and in the meantime this toy that I need by the 8th that should have gotten to me by the 3rd is nowhere to be seen. They did not offer any reimbursement, As I still have to return the other two toys, so I basically am paying the same amount for a toy arriving more than a week later than it should have, when I could have ordered it from Amazon.com, paid the same amount, and gotten the actual toy on time. Worst service ever. Most places would at least give you the toy for free, or discounted, or give you something for their incompetence. "

"They had a buy one get one half off sale for DS games and I bought one for myself and one for a friend. The one I sent to myself got here quickly and with no problems, but the one sent to my friend never got there at all. It was attempted to be delivered in Texas (where it was supposed to be), was never delivered, and ended up being delivered in New York. TRU used a shipping method in which UPS dropped the package off at the local post office, and neither Toys R Us nor the postal service are willing to give either of us an explanation or a refund. I won't be dealing with this website again just because of their horrible shipping method. I know it isn't totally their fault, but there are other sites with identical items that use more reliable shipping. "

"Toys R Us' website shows product availability regardless of actual product availability. This means you can order something and when they cannot find the product in their warehouse, they will simply cancel your order. Then, despite having cancelled your order, will still show the product as available on their website. This is a terrible company, very difficult to deal with and unpleasant to use. They have spammed me THREE times in the 24 hours since I placed my order -- in addition to order-related emails.

DO NOT ORDER FROM THIS COMPANY. Amazon and Walmart often have the same product, for less at that."

"Great prices! It took a while to get shipped from the warehouse, but I received my order timely within a week from ordering. The order was split into 2 packages since one was shipping from a different warehouse. No extra shipping fees.

I ordered another game recently and it took 5 days to get it. "

"This is the worst customer service experience I have ever had. I ordered an e-gift card from them in December. It never showed up so I used the contact customer service link on the website. After over a month, NO RESPONSE AT ALL.

I finally got a hold of a live person on the phone and asked them to credit my Visa and they said egift cards are non-returnable.

I patiently explained that I'm not "returning" anything as I've never received it. She said all she could do was try to resend it - 2 months after Christmas!

We went round and round about the legality of taking my money but not delivering a product but it was pointless.

I called Visa and they cheerfully credited my account.

I will never do business with them again."

"THE WORST RETURN POLICY AND CUSTOMER SERVICE OF ANY STORE!! I would like to make everyone aware of my extreme dissatisfaction with this company's return policy. They will not take ANYTHING back without a receipt and will not even issue store credit. I have been a loyal customer for at least the last 10 years and vow to never make another purchase from any one of their stores or online. I have also told all of my family and friends about their unreasonable return policy and customer service and they too have told me will never shop at any of their stores. This all began when my 3 year-old son received a duplicate gift for his birthday and I attempted to return it to the store. The friend who purchased it online did not give us a copy of the receipt and later when asked could not locate it. However, the large box (basketball hoop) had numerous stickers from Toys R Us, including the price tag with barcode. Still with all of that evidence, the return was not accepted even for store credit. I will never buy anything from them again and will make a note on birthday invitations asking everyone not to purchase from any of their stores including Babies ‘R Us and KB or online including etoys.com, toys.com, babyuniverse.com, and fao.com. "

"I ordered an item from Toys 'R' Us on January 11th because it was the item I wanted at a good price. I had never ordered from Toys 'R' Us online prior to this. Three days later (January 14th) I received a phone call from credit card protection stating that there was two charges to Toys 'R' Us(totaling almost $700) on my card that looked fraudulent. They were. After canceling that card I immediately called Toys 'R' Us customer service to find out if they had record of the charges. They didn't, but hadn't shipped the other order yet either. Since I no longer trust their store, I cancelled that order as well. That afternoon my original order charges went through on the card and the item shipped.

I would strongly recommend not using Toys 'R' Us online services as I believe they have some serious security problems and can't cancel an order when directed to do so."

"Ordered a Sony MP3/4 player because Toys R Us had a great deal on it due to the Cyber Monday sale (11/30). The order was shipped out two days later via UPS and I received the Sony MP3/4 player a week later in a mailing envelope.

Toys R Us should use USPS to ship the item because it would have been quicker given the size of the item. Other then the speed of the shipping method, my package arrived in great condition.

I do look forward in making future purchases @ Toys R Us when some hot deals pops up. "

"Ordered the Edu-Science Star Theater 2 & 3-D Space Projector Combo for my niece for Christmas on Nov. 27 it was in stock when I placed the order, the next day I get an email stating it is back ordered.. On my order summary page it is stating Item(s) located in stock, same with the idog I ordered. I should have read the reviews here about the dodgy orders. I'm giving it until December 8th to get here (the latest expected date) If it hasn't arrived they are going to get an earful.

Edit: They called me after I emailed them the other day to say my entire order shipped. When I received my order only the i-dog was there.They canceled the EDU-science order and is now saying in-stock on the website. They obviously want full price when I ordered on Black Friday. They shipped the i-dog. I only got confirmation of this the day my order arrived. I would not recommend this site or B&M store after my local news said they were charging double for Items on Black Friday. They are A bunch of LOW LIFES"

"I pre-ordered a Gears of war Modern Warfare 2 game on Oct 23rd. Game was released on Nov 10. I got an email saying the game would be delivered by Nov 17. I called customer service as a week to mail a game from OH to NJ was unacceptable. They did not care.
"

"Toys r Us online... what a poorly run operation.

Preordered Uncharted 2 on 10/11/2009 as part of the buy 2 get 1 free promotion. I'd have simply gone to the local store on release date, but I've had bad experiences everytime I've tried to pick up a game with a nice promotional offer on release dates.

Figured, ok, they'll ship out Tuesday, and I'll get Thursday, maybe Friday at the latest.

Well, it's now Monday, and I call up their customer service and manage after a while to get a live human being.

She seems incredulous that I'd expect my game within a week of placing an order. I calmly explain to her that Amazon.com would have had the game to my Wednesday, maybe Thursday no problem. She acts like I'm a lunatic.

Now, I place orders online a lot, a whole lot. Industry standard these days in two days, maybe three... four if there is a problem or they simply are poor at what they do.

If I get it tomorrow, it will have been one week since the game was released, and there are certainly no guarantees that it will be here tomorrow. I had a similar problem with Batman: Arkham Asylum shipping slowly.

I'm done with them and their achaic ways of doing business, along with their poor customer service both online and locally.

They simply cannot run a good enough promotion to get me in the door again."