"This store is very very terrible. I placed an order online as a gift, after 27 days, this order has not been shipped out yet. I called 3 times and their answer is still they will investigate this. They tried all methods to delay the resolution so they can cancel the order in 30 days. "
"I have to agree with the majority’s opinion on customer service and return policies, they are both really poor. I placed an order for a board game which I needed in time for a birthday. On their site the game was available so I placed my order. Then 5 days later I received an e-mail saying that in opposition to the information I got online the board game I wanted was NOT in store…so now I was sat there with the birthday only 4 days away and no present. I then decided to buy it from Amazon instead. It was a bit more expensive but with express delivery I got it in time. After reading these bad reviews, don’t think I will bother buying on toysrus.com again…"
"We were in Toys R Us and in every aisle they advertised a free Lego item with a minimum Lego purchase. We asked where we could find the free item and was given an evasive answer by a store employee. At the check-out we asked for the free item and were told this was out of stock, and they would make no substitutions or other remedy. We inquired why they were advertising this offer all over the store if they could not fulfill the promise and they replied: "the small print warns that quantities are limited." Zero quantity seems like a stretch to make a promise based on limited quantities. We suggested that they take down the signs and they refused. Apparently they believe misleading their customers is a profitable business practice. Where are the class action lawyers when you need them?"
"I ordered a PS3 bundle for my son for christmas on 12-12-12 today is 1-24-13 Toys R us has had my money for over a month now! They say my item is back ordered they don't know when they will receive it to ship to me! I've wasted time and money driving to Toys R us calling and had to purchase other presents for under the tree to compensate for a gift that I never recieved from Toys R us! They would sue me or send me to jail if I stole from them well what do you call what you've done to me and my son? They will not send me a comparable item they say that's not their policy! You need to review your policy you're a major corporation and you do not care about your customers! I will never spend one more penny at Toys R Us or Babies R Us again!!!!"
"I had placed numerous orders and received $10 in rewards coupons that expired two weeks from when they were issued. In that two weeks, my father was in the hospital for 1-1/2 weeks, my daughter bought a house and we were busy helping her get ready to move in, and I live almost 1/2 hour from the closest Toys R Us store. So, despite the fact that I earned that reward, they only give two weeks to redeem it and will not make any exceptions if you try to use it a day or two late. Their customer service rep was not very nice and neither was the manager (at the Lancaster store). I feel that I should have longer than two weeks to use a reward I have earned. I certainly had spent enough money at their store and feel I deserve the reward. I will definitely be looking to buy my items elsewhere."
"Worst Customer Service ever.......My daughter got a 199.99 imaginariam dollhouse from toys r us for her birthday, after spending 2 1/2 hours putting it together (Lousy Directions) pieces were broken and/or missing. I called the only number I could find. The person took my info said it would be a few weeks but someone would get back to me. I missed the call and was left a number to call back. I called within the hours stated was put on auto "perpetual" hold for about 40 minutes then I hung up because the open hours had passed at that point. Next afternoon I spent another 40 minutes on auto "perpetual" hold again to have a recording come on and say "there are no agents available" and get disconnected. What kind of crap service it that. I will no longer be shopping at Toys R Us I can assure you that and it's a shame because I have a lot of children in my life but I can get toys elsewhere closer to home that actually have customer service. Because the item in question is so large and it took alot of time to put together I was not going to take apart to return for a new one. Instead after the holidays I will toss it in my truck as is, return it for cash back and promptly go to elsewhere for their similar item. VERY VERY DISAPPOINTED, not that they care."
"Their web site is a waste of time. I had to work hard to find a store where the sale item was in stock, struggling through the ordering process because it was running slowly and finding stores and in-stock locations was tedious. Finally, I found one, and gratefully ordered it. Got the usual "wait for the completion email before coming to the store." Instead, I got a cancellation notice. Huh? And I wasted so much time, and lost the chance to buy it elsewhere on sale? This is NOT the first time that has happened. Why do they bother advertising products they can't/won't sell? Why not just tell customers: "sorry, we have no idea what we have in stock, our staff is indifferent, and it's no skin off our back if you waste your time." This has order/cancel sequence has happened to me before, so I generally avoid shopping at Toys R Us."
"I ordered a Playstation 3 which was listed on the website as "in stock". It was supposed to be a Christmas present, so I wanted to get it before Christmas. I ordered it on on 12/12, so I figured that would be plenty of time. They estimated it would arrive on 12/19. I checked the tracking information 12/18, and found out the item is actually back-ordered. They didn't notify me to let me know this item was in fact NOT "in stock". I had to cancel the order and ordered from Amazon for a higher price. But at least I know I'll get it by Christmas! Very disappointed with Toys R Us."
"Customer service at the corporate office is great. We misplaced the instructions for one of those CSI junior forensic kits and the representative emailed them to us quickly. What a huge help! I also love the fact that the stores also sell DOG TOYS!"
"Ordered a my little pony that offered a free sing-along microphone with purchase. No instruction was made to add the item to the cart. The item did not automatically add to the cart. When I did not receive the microphone with my order, they refused to send it to me because I did not add the toy to my cart even though I was never instructed to. No effort was made to honor the promotion or to make up for the confusion. I only made this purchase because of this offer. I will now only be ordering items from Amazon.com."
"Horrible horrible christmas shopping online experience! My order was charged twice to my credit card so I called them before the order was even shipped. They had duplicated my order by accident and would NOT cancel the second one. I had no choice to suck up the money for the order (quite a large purchase for christmas) until it would be shipped at which time I would have to return the second order myself and wait for my refund. I haven't even gotten to that yet! Now I am down quite a lot of money over the holidays which I can not get back ANDDDDD I got confirmation that orders were being shipped etc. only to get a later tracking email stating that some of the items were not permissable to be sent to Canada!! So now I am not only out the DOUBLE payment on my credit card but I dont' even get the presents for the kids! This is a HORRIBLE experience... no present for my kids for christmas, no money to purchase anything in the mean time and STILL no confirmation because I'm still on HOLD!"
"I purchased a Wii U Deluxe online and received it in a used conditions. There were a bunch of finger prints all over the system, and scratches. This system had obviously been return and their employees failed to properly inspect it before sending it back.
I tried to exchange in store, but refused to take it back. This left me furious and upset, that because some incompetent employee failed to inspect this system before sending it to me, I have to take the lost. This is just terrible business practice and management.
I advise never shopping from them."
"THE WORST COSTUMER SERVICE EVER!!! I won't be buying at this store anymore! I've been in my phone for 2 hours, they transfer me the 4 th time and my wait time is now aprox 20 min. They don't want to give me my money back for the VIB card that I ordered and my friend never got it! (I've been with this problem since October)"
" Buying something online from this company is a bad bad idea."
"My 11month old son got sick from Similac Advance that I bought from Toys R Us.I took him to the emergency room. I first thought the problem was Similac. It turns out it was Toys R Us negligence to inspect their baby foods. I went to the store and discovered that all their Similac powdered formulas ( that...are in glass cases so the customers can't open the containers) were ALL OPEN! Some were broken, chipped, blue lid wide open...every one of them. This is how their selling baby food to parents! Uninspected! Then when I brought them up to show to the managers...they said " oh..they have been dropped" so this means they're dropping them and cracking them open and turning around and selling to parents so the babies get sick! Parents...do not buy baby food from TOYS R US ON LOS FELIZ IN GLENDALE!"