"Horrible customer service, poor attitude, terrible exchange policies and over all a very bad place to shop...I am confident that this company will go out of business in the next few years due to the way it treats its customers"

"Absolutely horrible service, pre-ordered Nintendo DS XL, said my order was going to be shipped on the 19th. The 19th came and I get a backorder e-mail with no details on how long or anything. When I called the customer service hotline and tried to get someone on the phone (which just trying to get to is a whole other story), she had no information for me whatsoever. They charged me for an item they didn't have in-stock! Toys R Us knows how many units they are getting and how many orders they have, if the orders out weighed the inventory then the preorder should have been shut down. This was a horrible thing to do to a customer. The lady on the phone said back-ordered items take 2 to 4 weeks, are you kidding me! Why wasn't I told this when I ordered. Thanks for the pre-order bait and switch, I won't be back.."

"toys r us is a big rip off do no buy a piece of bubble gum from them. they do not honor any of there insurance or protection plans ..i brought a laptop that was broke and they didnt not exchange or refund me. then i bought a bike with the insurance they didnt honor......im telling every parent to stay out of toys r us ...i work to hard to get ripped off"

"I tried placing my order online and had several issues so I called in. Mind you , I am quite computer literate. The agent Sue on the phone assisted me greatly with my order, it was not until after that that things went downhill, and that is an understatement. I ordered two soccer nets as my Grandchildren were coming up to the NE to visit over the 4th of July holiday. I opened the box with he nets when they were here on 7/7 and one of the nets had a huge hole in it. I packed them back up and call customer service. I waited on HOLD for 25 minutes on a Thursday morning at 7AM EST until someone finally picked up. I walked him through everything and was assured that a return label would come to me via email, it never did, not in my junk/spam either. As well, when I told him I did not hve the outer box, his reply was "go buy one!" CAN YOU IMAGINE? I called again the next day, this time waiting 18 minutes at 7AM before someone picked up, and I was told the same thing, STILL NO LABEL. I called again on Monday morning at 7AM, held for 22 minutes before my call was answered and heard that the label had been created and that I should be receiving it. NEVER CAME. On Tuesday morning again at 7AM, I called and still after 20 minutes was kept on hold until someone picked up and finally the agent I spoke to stated she was emailing me the label right then and there, she held withe me and no label, 2 email addresses and no label. She finally did a call tag for UPS to come by with the label which is what I was going to suggest. Well, here it is, Friday 7/20, UPS just came and left but no call tag for my item (call tags take up to 3 business days for UPS to come and pick up the item.) I am furious, annoyed and going to call my credit card company after I write this and do a chargeback. I have wasted five days of my morning time before getting ready for a full workday and have gotten nowhere. I will NEVER order from them again. By the way, I am still on hold with them as I write this, 18 minutes and counting, no one has picked up yet. This is a disgrace, an absolute disgrace. All you hear is "WE APOLOGIZE FOR THE HOLD TIME, WE ARE EXPERIENCING A LARGE VOLUME OF CALLS AT THIS TIME." DO YOU WANT TO KNOW WHY, BECAUSE YOUR SERVICE IS HORRIBLE, GET IT DONE THE FIRST CALL AND GET IT DONE RIGHT, RETRAIN YOUR PEOPLE TOYS R US, HAVE SOME RESPECT FOR YOUR CUSTOMERS VALUABLE TIME.............."

"Toys R Us retail stores are great, their online stores on the other hand are poorly managed. Had some duplicate gifts with receipt and went to the local store to exchange (legos). The store was out of the ones that my kid wanted so we opted to take a gift certificate for the amount of the return. Went home and checked to see if the Lego's he wanted were online and we found all 3 that he was looking for! Placed order, used gift cert, got confirmation, shipping dates etc... a week later received an email that the items we ordered were no longer in stock. Had to call for a refund and they said no problem, we'll just recharge the gift cert... (Already threw it away as it was empty, lesson learned). Now the fun begins. "Sorry, your return will now have be be reviewed by our audit team and we'll get back to you. I call back 5 days later, work my way to the manager, finally, yes we will sent you a replacement gift card. 10 more days go by, call back again... Oops, nothing noted here, work my way to the managers again, yes we will sent you a replacement gift card. 10 days later card finally shows up... Gave the gift card as a gift and bought my Legos on a different Zonline retailer. "

"I am dissatisfied with Toys r us. I ordered a bounce house for my nephews 1st birthday a week ahead of time only to get an e-mail the day before the party that my order was delayed and that they didn’t know when it would be shipped. I called customer service who initially said there was nothing that could be done, so I asked to speak to a supervisor. The supervisor apologized for the delay, offered a 20% discount and said they would put a “push” on the item at the warehouse. About four days later I received an e-mail that the item was finally shipped and no 20% discount. I again called customer service who said that the 20% was a coupon for future orders and sorry the customer service agent gave my false information. I still have not received the bounce house and my credit card was charged the full price."

"The online site is sponsoring a scam site called Great Fun. If you even accidentally click on the link in the e-mailed order confirmation, your personal information including debit/credit card information will be transferred to Great Fun. Great Fun will then take that information to deduct monthly sums from your bank or credit card account without your express authorization. If you accidentally click on it, and you do not carefully look over your monthly transactions, they can easily steal hundreds of dollars from you.

I contacted their customer service. I was very upset about the issue and hoped it was a mistake. They completely supported Great Fun.

I cannot recommend any site that thinks it's ok to participate with another company to scam you for profit. I, personally, am boycotting this and I will not be shopping either online or in store again."

"I began a purchase through Toys R Us the other day. They had some special sale going on with some cheap video games. During checkout, I priced the games (including taxes and shipping) against Amazon's normal pricing and found they were actually very close in price. I decided to abandon the cart.

Well, during the checkout process, they asked me for my email. I did the usual - I unchecked their "spam me" checkbox. Like I said, I didn't even complete the purchase. Well, guess what? I've been getting regular spam for the past 2 weeks. I've attempted to unsubscribe multiple times. They said that I would be taken off the list "within 5 business days". They didn't.

I'm quite irritated with Toys R Us now. If I can't trust them with something smaller like my email address, how am I to trust them with my credit card number? Buyer beware."

"Went to do the Great Trade In promotion yesterday and went to the Cranberry PA store. They were great at giving me my 25% off for trade in but when I went to get the only stroller that will fit the car seat we have, they were out of it. Manager did nothing to help and another employee called around looking for it. No stores had it except in Akron Ohio and they REFUSED to send it to us and said we could drive there, over 2 hours away, to get it! Poor service!!!!!!! I left upset and at night went to the store in Monroville PA! Again I knew they were out of stock buy my goal was to by the floor model. They refused to let me buy it stating that they need it in case someone wants to register for it and they need to have an example for them. So instead of getting and making money they stood there and argued with me. I put up a good argument, so good that 1 clerk threated to call the cops and escort me out of the store, again poor customer serivce. The manager came over 1 to tell us they cant sell the floor model, told us they would extend the 25% credit but after they called around again, not believing us that Cranberry already made those calls, the manager never came back and when I asked to talk to her, Kim was her name, they refused to get her for me. She did walk by 2 times though without even looking over at the angry and upset customers. After all this they still refused to sell the floor model and only gave us a 20% coupon after all this. I am DONE shopping at these stores as I guess the moto the customer is always right goes out the window with them. You would think you want to make the people happy who buy from you but not in their case. This store truly believes it is greater then its customers and is ungrateful"

"We have shopped at Babys R Us for our first 2 children over the last 18 months and joined their Rewards R Us program. We will purchase only enough to get our last rewards diapers and formula and then NEVER shop at Babys R US / Toys R US again.

The reason is that from 11/08/2011 to 12/17/2011 we spent over $700.00 (thats right, 700) and they just decided that since it was during the holiday season that NOTHING we bought qualified for rewards points. There was NO notification of this in the store,in fact, they asked us for our rewards card so that we would get credit for our purchases.

The rewards program is USELESS and is a big "bait and switch"

Buy Buy Baby or Baby Super Mall are much better options."

"I was shopping for items on the Amazon wish lists set up for my niece and nephew when I noticed Toys 'R' Us had lower prices on most of the items than Amazon. I noticed a ShopRunner logo on one of items I was ordering so I signed up for a free trial. I mistakenly assumed that the free 2-day shipping would apply to all the items in my cart, but it was only for the items with the logo. I ended up ordering enough to qualify for free shipping from Toys 'R' Us anyhow, so I didn't need ShopRunner. I placed a late night Black Friday order and it was shipped the following Monday. They provided shipment info with tracking via email.

I like the fact that they offer cashback rewards through Upromise and they pay in a timely manner, which can't be said for most Upromise partners. I signed up to receive emails and my mailbox was flooded with 1-4 emails per day for the next several weeks until I updated my mail settings on their site and now I get none."

"We had our baby registry at ToysRUs. Most items that were purchased were purchased at a brick-and-mortar stores, only a few were purchased online. The prices are high, the shipping is slow and expensive, the quality is spotty.

The diapers that were purchased at the local ToysRUs store were old and dead - the baby hated them, we could not tell if they were wet or dry, unlike the half as expensive diapers we ordered at Amazon.com.

The promotions announced on the website do not necessarily carry through to the check out page - major waste of time there. Their coupons exclude all toys (what else is there?). They do have a pick-up-at-store option, but only the same person placing the order can pick it up (ditto for my mom who normally has me doing the online thing for her).

The gift cards I got as gifts never worked on the website, although the customer service guy said they should have. Search on the site doesn't work consistently - they do carry some cool products, but they are very hard to find.

And finally, they dumped our baby registry records after 6 months - no warning, no email, nothing. Like it wasn't there. I am still getting lots of email spam from them, so it's not like they lost my email address."

"I've never had any problems with this company while shopping in-store. I'm not sure what everyone here is disliking them for, but for the most part they are a decent place to shop for your kids, espcially for birthdays or during Christmas time."

"I pre-ordered a product from their website and despite missing the initial ship date, when I called to get a status update the woman on the phone gave me an update and my product arrived within the week. Excellent customer service over the phone."

"After spending over $400 at Christmas time on gifts, using my rewards card for points, I realized recently that I did not get any of my rewards certificates. I went to a local store and asked and their reply was "we have heard that a lot lately, but don't know what to tell you". Turns out the store changed it's program, and instead of emailing the rewards as they have in the past, you have to go on line, register your card, and find/print them yourself. That is all fine and dandy if you actually tell your customers that, but they did not. I learned it from a friend. So I go on line tonight and register to find that all of my rewards have expired (I had earned $42 dollars of free Toys R Us money). Called customer service who told me basically they couldn't help me and it was my responsibility. Apparently I needed to have ESP to know they changed the program. I will never shop there again. They can say goodbye to a customer that spends between $700 and $1000 a year in their store."