"Last week there was a big sale at toyrus.com, I orderd quite a few items, mostly puzzles for my 4 yr old. I used google checkout and got an email confirmation from google and TRU within minutes. The TRU email said I would be notified when the items shipped. After 4 days, I tried to check the TRU webstite to find out the status, and it said my order did not exist. After 45 mins on the phone with C/S I was told this is a mystery and its never happened before. The sent it to their research department to try and find the status of my order.
The next day I get an email saying my entire order was cancelled, the reason listed was "other". No other explanation.
Horrible service, now the sale is over and the items are back to full price, total waste of my time and I will not be giving toysrus.com or the local B&M store ANY of my business anymore.
"

"I order from their online store all the time with no problems. They ship overseas and to US territories and they now accept PayPal so ordering is easier than ever."

"I purchased a Nintendo Wii bundle from ToysRus and used Google Checkout for payment. Initially had a problem with my credit card information but realized it was an error on my part. After clearing that up my payment was processed and I received a shipment notice the next day.

Received my Wii bundle a few days later with plenty of time to enjoy it over the holidays."

"The item was well packaged, and there was communication throughout the sale. Some of the communication came late though, and they sat on my order for 2 days before shipping."

"Purchased over $1,000 worth of items on line for my sons newborn twins. 1 carseat was lost in shipping reported it first 1/07 since before that all said it was still going to arrive. They no longer carried the carseat nor anything even close so sent 1 back and was to be given refund. Have called weekly since then. NOW 2/16/07 they tell me it will be another 30 days since I purchased 2 they can not automatically refund my money!!"

"Buyers be aware!
I bought 2 items from them through google checkout and got only 1. After about one week I received an email stating that the order for second item is canceled and I will receive refund for price of item. I called them to request also shipping and tax refund. They agreed to refund it as well.
After three weeks I did not receive a penny. I emailed them and got no response. I notified google and finally got refund on February 1 st but for the item only, tax and shipping was not refunded. I will never buy again from them."

"OK - so I don't know if it's toys r us fault or google checkout....but I still don't have my order fulfilled and it's a month later. Google checkout sent me an email confirming that my order had been processed and received by toys r us. Toys r us say they have NO receipt of this order and can't contact google checkout other than email them a request for information. Each week I call toys r us again and the new person I speak with each week says there's not even a record in their system of my previous queries. So this is pretty pathetic customer service to begin with. I would NOT recommend dealing with toys r us if it involves google checkout. "

"It's pretty humorous to see the biggest toy store with so many dissatified coustomers (laughing at ToysRus, not the poor consumer)! My experience with them was not stellar as was everyone elses here. They really do come across as scammers. I used Google checkout on Dec. 6th to order an elmo TMX. I received an email from Google checkout stating my order had been sent to ToysRus. I never received an email from ToysRus. I called customer service and got a rep who said my order is not in the system, and it takes 24-48 hrs for Google checkout orders to post. I can't verify that claim, but I've used google checkout with Timberland.com and Buy.com about 5 or 6 times in the past few months and everytime the orders have gone through immediately and seamlessly. I've read posts over at slickdeals.net about people using Google checkout for Elmo TMX's and having ToysRus sit on the order for weeks without notice. This is what made me suspect ToysRus is purposely treating Google Checkout orders differently. It seems the ordering process is through ToysRus.com and the payment confirmation is through Google checkout. ToysRus started sending me product / sales emails almost immediately when I place the order so they at least have my email. It makes no sense that they would have my email, but not my order. According to them, I am just not in the system. I think they are lying to Google checkout users and treating them as 2nd tier customers. Their motive may be to provide Elmo TMX's to full price paying, non-Google checkout customers while attempting to retain Google checkout customers for later shipment when they have fulfilled non-Google checkout orders. This of course, is just speculation on my part. Their phone system is ridiculous as well. Maybe because of the holiday season they are having technical issues, but plenty of times there were 2-5 minute pauses, error messages or hang ups. The last time I called CS, there were no phone system issues. One day I waited about 1 hr on hold. I'd like to say I'd never use ToysRus.com, but that would be like saying I'll never use the Post office. I guess I can limit my business with them as much as possible."

"I really hate Toys R Us. I ordered 3 Wii games on November 19th: Call of Duty 3, Trauma Center, and Super Monkey Ball. After 4 days I got a back-order notice on Super Monkey Ball and Trauma Center. Then in the days to come, they kept messing with my bank account. I saw so many weird amounts being debited and credited, it made no sense. I called to cancel my back-ordered items and it was just a complete hassle. I sat there saying the same thing over and over on the phone for the automated representative. Then I finally got a real person who told me that this was only a request to cancel.

Really irritating. As of this day, December 17th 2006, I still do not have Call of Duty 3, nor did they actually cancel the order. That is nearly a month after ordering. Ridiculous! I really hate this store and will never order from them again."

"AVOID buying anything online from Toys R Us!! I bought an Easy Bake Oven and 2 packages of extra Easy Bake mixes to go with it and had it express shipped so I could have it in time for Christmas. They processed the order, billed me, sent me a notice saying it had shipped... and THEN the next day (as the package arrives) sent me an e-mail telling me that they cancelled the Easy Bake Oven part of the order.

At least - if you are out of the item - you should NOT process the order. You should let the buyer know that you are out of stock on the item and ask if you want to proceed with the whole order... not simply ship what you do have. What am I supposed to do with accessories for a product that they did not send? On top of this - I paid for express shipping that I cannot have refunded!!! If I would have known that they didn't have the product - I would have cancelled the entire order.

From my experience and many of the others listed here - it appears that the online store is badly run and maintained and you will defintiely run the risk of being ripped off. Avoid like the plague!"

"I ordered 4 items on 12/4/06. 1 item shipped 12/7. 12/8 I received an e-mail that 1 item was canceled. 12/13 I received another e-mail that the other 2 items were canceled. I used Google Checkout to pay for the merchandise and was charged for all 4. As of 1/2/07, I still haven't received a refund for the other 3 canceled items. I called a week before Christmas and was told my refund was being processed but not to expect the refund until after Christmas. I called today, 1/2/07 and was told the issue was still open they they were having major problems processing refunds and he didn't know when it would be taken care of. He did move my request to "high priority" for what that's worth...and he was pleasant to deal with. At this point, I'll wait until the end of the week and then call AMEX to do a chargeback.

I've been purchasing items for years online and this is the first time I've run into this much problem both purchasing something or getting a refund."

"Ordered 3 games for the Wii during their promotion (buy 3 Wii games, get $30 off) on 11/22/06. I also used Google Checkout to get an additional $10 off my order.

However, when viewing my invoice on toysrus.com, only 2 of the games appear, and at their full price. The 2 games that do appear also have a status of 'back-ordered' (and are still backordered as of 12/12/06, nearly 3 weeks after the order). Google Checkout shows my correct order of 3 games.

Upon contacting Toys R Us, I was told that they have no control over the order since I used Google Checkout. So I contacted Google Checkout. They responded that they cannot make changes to or cancel the order - the merchant must do so.

So now my order is sitting in limbo. I've been charged the full amount of the order and have received 0 items. Toys R Us has given no indication of when I can expect the back-ordered items and has shown no interest in correcting the missing item. My only saving grace is that I used a credit card, so I can always file a charge-back request. I'd rather just get my original order, though."

"Toysrus.com had a sale the week of Thanksgiving where if you ordered three video games for the Wii, you'd get $30 off your order. I placed my order on 11-21 and paid extra for two-day shipping. I received the first game on 11-27. However, the other two titles went out of stock. Tomorrow will be three weeks since I placed my order, and there was no communication from Toys R Us why this order was delayed so badly. I have run across the other two games in two of Toys R Us's brick and mortar stores and in several other stores that carry video games (like Target, Wal-mart, EB Games and GameStop). They are not difficult to find, so I don't understand why toysrus.com couldn't or wouldn't restock.

I tried to cancel my order via the web site, but they do not have any email contact information on their site. I tried using their email form on their corporate site, but they directed me to call their 1-800 number, so I had to waste my time on hold waiting for a representative. I did that yesterday and the representative could not guarantee that they'd ship my games by Christmas (over a month after my order was placed!), so I cancelled the order.

It seems to me that Toys R Us has some serious problems in inventory tracking and order fulfillment if they cannot stock and mail a commonly available video game ordered on 11-21 by Christmas. They should not have allowed me to place an order if the item was out of stock and wouldn't be available for over a month.

It is just not worth dealing with toysrus.com if receiving an order in a timely fashion is important to you."

"I placed an order for three video games on November 21. I have only received one of the three, and have received no information or communications from Toys R Us regarding when the rest of the order will be fulfilled. The games I ordered are not scarce, but for some reason, TRU is unable to stock and ship these games. I feel like they are playing a waiting game, hopeing to outlast me until I just get fed up with them and cancel my order.

Probably the last time I place an order with Toys R Us."

"Someone should sue this store for fraud. I placed my order for a Spy Car, checked out, got my e-mail confirmation and everything. Five hours later I got an e-mail saying they were cancelling this order. Basically their site sold more than they had in stock. I wonder if anyone got them at all. Of course their service reps could have cared less. They sell you an item then don't deliver. I think this is called fraud. Who knows if they will actually refund my credit card. I will never order from them again. Oh well, might as well head on over to e-bay with everyone else."