"Placed an order for three video games on 11/20. All were availabe, later that day the status of two of them changed to "Item(s) on hold until release date 11/20/06" and stayed that way until 11/22. On 11/22 the status changed to state that they were on hold until the release date od 11/22/06. Then a day or two later it changed to "Special Order: Awaiting Inventory."

One of the games shipped to me. They charged to my card (and the amount posted) the price of one of the games and the shipping cost and sales tax for three games, not just the one that they actually bothered to send me.

It is now fifteen days later, every time I call customer service to find out about the other games they give me a different story. These are the types of shenanigans that caused TRU problems several years back and got them to join up with Amazon. Now seeing that they have seperated from Amazon and are on their own once again it looks like nothing has changed. It looks like I'm going to have to do some disputing with my credit card company in the end."

"I order the Nintendo Wii and a game, It was in stock when I put it in the cart, but at check out, it tells me the Wii is out of stock without give me a change to cancel the game, I ended up paying for the game withoug a game system to play it...I called them, they say once the order goes through, there is no way to cancel it...further more, the game itself was back ordered, I ended up pay $20 for next day delivery, but the game arrived 5 days later...i will Never shop at Toy's R Us again."

"They need a new online store that works PROPERLY/LEGALLY. I've been trying to purchase TMX Elmo online from Toys R Us the last few weeks. When it's in stock I get there, put my item in the cart and goto checkout. I have an account so I no longer need to enter credit card info. I get to the end to process my order thinking since the items were in my cart they were on hold for me to purchase. I hit submit and then got tossed back to the screen saying they were out of stock and "my credit card would not be charged". Well you know what, that's sort of a big lie. I have two amounts in the totals of $93.49 and $87.37 where my money has been "put on hold" by Toys R Us today. Reason being is because I went through the check out process each time where I "supposedly" had the Elmos in the cart and went to check out, hit submit and it placed the money in my account on hold even though it cancelled my orders because the Elmos I supposedly had in my cart to purchase but were already gone. Is this legal? It's not like the items were purchased in any way yet they pulled $180.86 from my account and it can be on hold for up to 72 hours for something I don't even have an order for!!! Money should NOT be taken from your account and put on hold if you did not purchase anything and have no transaction made! Strangely enough a few other times I tried to purchase TMX Elmo from Toys R US and had him in my cart and he mysteriously disappeared when I submitted my order I had no money put on hold. So when will my money get back in my account for a purchase that never really occured? Take my advice, don't try to buy Elmo from Toys R Us Online unless you can afford to have hundreds of dollars from your bank account on hold. Buy it in a store."

"I ordered a Sound Sleeper through a baby registry from Toys 'R' Us on Monday for a baby shower on Friday. By Friday, it still had not shipped!

Order status still says Item(s) located in stock and according to their policies, I can't cancel it unless it is out of stock! Obviously it is not in stock or it would have shipped by now. Terribly inconvenient and a shady policy to have. They also have no way to contact them via e-mail!

Edit: My item did not ship until 7 business days after I ordered it (11/14). Ironically it only took one day to deliver.

However, I had no problems purchasing from their retail store. This seems to be a weird trend among brick & mortar stores - they can't seem to figure out how to be successful online! Loved the baby registry idea, though."

"I ordered a halloween costume for my son, and after 10 days, order status still shows it as "located in our warehouse" but never got shipped. I emailed them asking about it and got an automated answer saying it's not the right email address and my email will not be responded to (even though that email address is the one they list on the FAQ as their costumer service email). I was just about to call their 1800 number when suddenly I got another email saying my order has been cancelled. GREAT! I wasted 10 days and now I have to find out another place that sells that costume and spend premium shipping so I can get it in time for halloween. I used to buy a lot of stuff from toysrus.com when they were still in partnership with amazon, and never had any problems. Whoever they're working with now clearly doesn't know anything about running an online store. I'm NEVER going to buy from them again."

"They apparently are not doing a very good job at tracking their inventory - On 3 seperate occassions I purchased items from them, received an email confirmation, then 2 days later received another email saying

"Cancelled 06 due to missing or invalid order information"

Well the missing information was that they were missing the items - This was very disappointing to my son who is 5 and was looking forward to these items - Their customer service was also not very helpful. They did offer me a 20% off coupon but after 3 times of getting my order cancelled why would I want to shop there again. Atleast when Amazon was involved they were more receptive to Customer Problems"

"A few days after placing my order consisting of two items, I received an e-mail from Toysrus saying that one of my orders has been cancelled as per my request. However, I did NOT cancel any of my orders from them. I sent them an e-mail regarding this but did not get a response from them (they claim that they respond within 24 hours). After several phone calls, I found out that the item is actually out of stock even though their website says it is in stock. If you are planning to order time sensitive gifts, I would be extra careful when ordering from Toysrus.com. I thought ordering directly from them would be more hassle-free since they are now independent from Amazon.com. They have got a lot of work to do to smooth out their online ordering system.
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