"I ordered a Flip Video Mino camera from the Toys-R-Us website on 6/25 and the order was accepted and confirmed. The next day I received and email cancelling the order claiming the item is unavailable when it is in fact still being offered on their website, and shown as "in Stock", but at a much higher price.
They have chosen not to honor the committment even though they have stock and could do so.
This is very unprofessional behavior and I would not recommend doing business with them."

"(NOTE: This is for Babies R Us, but since I couldn't find Babies R Us listed, we posted for Toys R Us.)
We are having our first child, and I guess it would be most honest for me to say that it has been hectic. He's due in September and for the last few weeks, after we found out we are having a boy, we've been searching and searching for all the furniture and items we're going to need.
We did a LOT of price shopping online for the crib. We knew exactly what model we wanted, so it was simply a matter of comparing prices, shipping cost, tax, and whether or not the product was in stock. So after doing some research we decided to try Babies R Us.
We were fortunate in that they did have the specific Da Vinci model we wanted in stock, and in white. It took about ten minutes and a little back and forth before we were able to get a price match that would account for the difference in the online price and the store price there. But they were willing to work with us, so we got the crib we wanted that day! It looks great in the nursery, and even though we're not finished with everything, it's exactly what we wanted and for a fair price."

"I ordered a copy of Gears of War 2 LE on 10/10/2008. The game was released on 11/7. On 11/11, their site said "Out of stock". When I called customer support, they said they ran out of stock. I asked how they ran out of stock without sending me one, when I preordered the item a month in advance, for which they had no answer. They told me to call back Monday, when their stock information gets updated, with no estimate of when or if my game will ever ship."

"I placed an order for several toys for my son and several preorder games for myself when they had a 20% off your order deal. All seemed to go okay with the things I ordered for my son. But then the release date for the game came and went, and all I got was a cryptic e-mail telling me "there has been an unexpected delay in the shipment of the following items"...

One of the games finally shipped 2 days after I saw it at CostCo for only $7 more than I paid (maybe cheaper with tax). The estimated delivery date is "November 3rd", that is 2 weeks after the release date... not acceptable for non-free shipping.

Another game still has not shipped and their web site says "Backordered" and my shipping status says "Special Order: Awaiting inventory".

So basically, they sell preorders to anyone who wants anything, and then they supply the items when they are available. This is deplorable, and I will never shop at Toys R Us again.

(I forget to goto resellerratings.com for just once and now I am ticked off... at least I have a game I bought elsewhere to play in the meantime.)"

"I ordered Large Quanity of Bookbags from Toys R US.com When we receive the order there is less than we purchased. I contacted their customer service and will not replace the missing bookbags. Horrible Customer Service! "

"Simply horrible. False advertising. The past few days I've been trying to get a Wii Fit. I set up a tracker that kept notifying me that when they were listed as in stock on their site. They would always sell out 10 minutes after showing in stock. I got lucky and placed my order when it was listed as in stock. Shortly after I received an email stating that my Wii Fit (which was listed as in stock) was back ordered! There was no indication of how long it was back ordered. But good ol' Toys R Us has already taken the money from my credit card. I called them and was told I could sit in a back order status for up to 30 days. Forget that, this was a bait and switch. I'm so glad I got the chance to place an order for a back ordered item! This a is completely shady business practice. They are taking advantage of consumers with a popular product. I will never, ever, be purchasing anything from this horrible company again."

"This company has one of the worst return policies among all major stores out there. It's 2008 and Toysrus still keeps their online and in-store sales separate.

I bought a Wii online as a gift for someone, but found that they already have one. So, I went to the store to return it, just to find that they will NOT give my money back. For in-store returns of internet orders, they only offer "Merchandise" cards. Which means that once you spend money at Toysrus.com, unless you're willing to spend money to ship the item back to their return center in Ohio, your money is locked into Toysrus.

This attitude of grabbing customers' money is not cool. Never going to buy at Toysrus again (except to use their store credit)!"

"I'm going to echo the reviewer who described his experiences pre-ordering Super Smash Bros Brawl (for Nintendo Wii) from ToysRUs.com

I placed a preorder for 3 copies (buy 2, get one free) on 11/19/07. The game was delayed, and eventually released on 03/08/08. I'm not an impatient person, but I assumed my order would ship within a few days of release date.

Wrong. The game did not ship for a week, so I called. I was told it would ship the following Monday. It didn't ship Monday, so I called again. The CSR investigating the issue advised that there was a "problem with the order in the warehouse" and it was being corrected.

Fast forward several more weeks -- on 04/14/08, I logged into the website to check my order status and it says "Cancelled." Despite the fact that I have called and given them my e-mail address and telephone number on both previous occasions, I never heard anything from Toys R Us. Nor did I receive a cancellation e-mail.

I am furious, and plan on forwarding this review to someone in corporate who I hope can help. This level of customer no-service is unacceptable.

I pre-ordered my games in good faith, waited four months for the title to be released, and then, a month after release date, my order is cancelled with no notification.

This is not the first issue I've had with ToysRUs.com. But it will likely be the last, since I don't plan on ordering anything else from them, no matter how good the "deal" is."

"Like many other people, several friends and I had preordered Super Smash Brothers Brawl from Toys R Us. During this preorder, Toys R Us was advertising buy 2 Wii games and get 1 Wii game for free. Essentially, we had all decided to purchase 3 copies of the game. Fast forward to today, a week after the release of the game, and the games have yet to be shipped. It's ridiculous to realize that even though we had preordered it several months in advance, they have yet to ship our order. Also, we had called the 800 number several times and we were informed by several of the CSR that our items should be shipped out on Friday, which is yesterday. We are definitely not pleased with this and regret preordering the item from this company. Once we receive our order, we will no longer spend another dime of our money in their stores."

"I recently ordered an in-demand toy from Toys "R" Us online, shortly before the deadline for Christmas shipping. The item was listed as in stock at the time I ordered it. Two days later, I got an email that the item actually wasn't in stock, and my order had been canceled! We ended up purchasing a similar item from another vendor, but because of their poor inventory management and slow response we had to ship it overnight, which was quite expensive.

I would not recommend doing business with Toys "R" Us Online, especially if you are shopping for a popular item on a deadline.
"

"Toy R Us sucks. After looking high and low for Guitar Hero 3 for the Wii, I was happy to find Toys R Us listed the game on their website as being in stock and available. When I called them to inquire about my order after it had been placed, they said all was well. The item was listed as "Product located in warehouse" in the website so I was confident I would get my game. Finally, 4 days afer I placed my order and they had told me they had it in stock, I get an email stating "We would like to let you know that some or all of the items from your order are
unavailable at this time, and we have cancelled from your order". It took them 4 days to tell me this. Forget these guys, they don't honor anything they display on their website."

"WARNING! Beware of bait and switch!!! They offer you good deals with "extras" in my case .. 3 free PS2 games with console, then do not ship and say they are out of stock even when you put them (in stock) in your cart. Then they make you pay for the return postage. DO NOT BUY FROM THESE SCUMBAGS!"

"They stink!!! THEY DONT HONOR SALES!!!I hope everyone on the internet reads this and shops at a local toy store. Toys r us just had a sale for buy 1 get 1 on all dollhouses and dollhouse accessories. I wanted to order the big Twin Time Mega Dollhouse. It said it was buy 1 get 1. So I thought, oh cool! One for my daughter and one for my cousin. It was out of stock. Okay. Bummer. I checked the notify me when it was back in stock. So a few days later, I got the email. Back in stock. WOO HOO. I called my husband, said go to the site RIGHT NOW, literally 10 minutes after the email was sent to me. And he ordered the houses, still displaying the sale. Got the order confirmation number and everything. A few days later, we got an email saying sorry your order was canceled, end of story. I checked the site for availability and sure enough they were not out of stock. Toys r us just didnt want to honor their sale!!!!! I WILL NOT BE SHOPPING THERE THIS CHRISTMAS! THAT IS JUST WRONG!!"

"ToysRUs.com is absolutely horrible!

I placed an online order from a friend's baby registry for two items that showed 'In stock' on their website. But Toys 'R Us only shipped out one of the items. And they didn't contact me at all to inform me why the other item did not ship out. The item still shows "in stock" on their website as well.

When I phoned, their customer service person was very clueless and not able to help provide an ETA on the item shipping whatesoever. Instead, she said she would have to email their warehouse and have them get back to me, which they never did.

I will be contacting the BBB and my credit card company about this and do not recommend anyone shop here! "

"I went on their site to get some toys from Transformers. They were having a promotion since interest in these toys was high with the movie being recently released. I bought some for the kids in my family to share with them what I loved so much as a kid and also threw a couple in for myself. What can I say? I loved the movie. With the promotion you got free shipping and a free action figure. Pretty good deal. While on their site I saw something else I wanted that was on sale and added that to my cart. The free shipping was only for the Transformers so I had to pay shipping for the other item, but it wasn't too bad. That item was shipped 3 days later and arrived quickly. The Transformers items shipped 5 days later and also arrived quickly. So far so good. Good deals and fast shipping.

I openned the package and found two problems. First, one item was simply not there. Second, one item was the wrong figure. I called them and was quickly on the phone with a friendly customer service rep. The wait time to get on the phone with a live person was almost non-existant. Maybe I just got lucky. Since the wrong figure was the one that was free as part of the promotion, I could not return it to a brick n mortar store for a refund and just buy the correct one. I would have had to mail it back and they would have mailed me the right figure. I told them I would just keep it and call it even. It was a free item I probably would not have ordered anyways if it wasn't free.

They then said they would refund the cost of the missing item back to my credit card. I then asked if I could just reorder the item since I really wanted it and wouldn't mind paying shipping to get it. I've had a hard time finding it at local store and due to the way it was packaged (or not packaged) the only ones I've found have been damaged from grubby little hands playing with it all day. They took down my card info and placed a new order. I have since received email confirming they will be shipping out a new one to me. I have not heard anything about the refund. The person I spoke to on the phone was talking to herself as she typed. From what I gathered, it sounded like she sent a request for a refund on my behalf to another department. I'll see how long it takes for me to get my money back and adjust my rating accordingly. "