"Think twice before buying from Toys R Us. Prices at Toys R Us are too high compared to other retailers like Amazon.com and Walmart, the Toys R Us customer service is generally poor, and the company's practices are misleading. Employees also seem poorly informed about the company's policies. For instance, does the store price-match or does it not? This seems to depend on whoever is working at the checkout on that day.

The company treats customers poorly. Recently, we created a baby registry at Babies R Us. We were promised points on all purchases within a promotional period, but Babies R Us refused to give us credit. I called to inquire, and customer service was rude. Both representatives quoted rules and policies which were not specified in the rewards program terms and conditions. After wasting hours of my time on the phone, the representatives referred me to a higher office, which was unavailable.

When I finally heard back from customer service almost two weeks later, they told me online purchases are not eligible for points until the item ships. Even if online orders are placed within the promotional period, they are potentially not eligible for points--despite what the website would lead you to believe!!! Toys R Us arbitrarily awards points based on when they get around to shipping your item--not based on when you actually buy it online!!!

I informed customer service that this is totally misleading, is not specified in the terms and conditions, and I expressed my displeasure with being lied to. I asked what they would do to keep a loyal customer happy. They said there was nothing they could do. Loyal customer lost. I am taking my thousands of dollars of baby purchases elsewhere."

"Bought an expensive Lego set at the Boynton Beach, FL store in 09'2011. Saved for my kid Christmas. When opened up, it is stuffed with pasta boxes, contents is worthless. Tried to resolve with the store, reached out to the corporate, wrote a complaint to FTC and BBB. No effect -- been waiting for three weeks for any resolution. Will never buy again from them again, will never recommend to anyone. Avoid at all cost."

"I had a $20 gift certificate that I bought on Google Offers for half the price and I have a one year free Shoprunner membership. I got a toy shipped in two days at 40% off retail so, in contrast to most others, I was extremely pleased with my shopping experience.
"

"this is a really suck place to shop. They lie, they cheat, they are rude. No need to mention the prices are so high."

"Although Toys r Us is a reputable company and will not rip you off, they are as slow as can be about getting orders out the door! If you order from this company be prepared to wait a long time to recieve product!"

"Tried to have an order shipped but their site said it could not be shipped despite showing as available for shipment. Went ahead and placed the order for store pickup and received a cancellation email later that night. When I called to ask what the reason was they said they're having "stock problems", whatever that's supposed to mean to me. When I requested that they ship me the item (since it shows available for shipping, I was told that it was too late because the order was already canceled and I would have to place a new order. When I asked for a manager they put me on hold indefinitely until I had no choice but to hang up. This has to be some of the worst customer service I've ever had to deal with...do they want to sell toys or not??"

"Placed an order 11/23 for several items, order was placed, TRU processed the order and then I was notified the free and reduced promo items (buy-one-get-one free or 1/2 off) were 'out of stock' and therefore removed from my order (which meant those 'deals' that led me to purchase the items from TRU in the first place were no longer deals). There was no option to edit my order or even cancel it within the email. I was within the time frame for canceling manually and did so, but a hold was on my account for 8 days after the fact.

A day prior to my 11/23 order, I was going to place an order for 5 Nintendo Wii games until I realized they were going to charge me $24.11 for standard (slow) US shipping on 5 games. Not only is the "Free Shipping on *Everything*" Promotion total false advertisement, TRU shipping charges are astronomically high compared to actual shipping costs. Needless to say I did not place this order."

"I placed an order for some holiday gifts for my two daughters and my nephew. Order went through and I thought all was well. I get an email several days later that the order was cancelled because the items were out of stock. How in this day and age can that happen? With computers tracking everything how could they allow my order to go through and then not have it? Customer service was less then helpful"

"Very disappointed in their Customer Service.
I purchased an item on Sat online for the full price.
On Monday, 2 days later it went on sale for $10 less.
They refused to refund me the $10 difference. I had to return the item for a refund then purchase it for the sale price.
Is that stupid or what? No customer service there. Terrible experience with Toys R Us. Every other big box chain store would honor that sale price and refund you the difference in that situation."

"Simple Order got Cancelled stating unable to fulfill. But many of others had same order fulfilled. Very Bad experience."

"Totally agree with all reviews. I placed an order online after receiving a free shipping email (up to $20 if you spend $75 or more) that fit the qualifications. I was totally shocked at their shipping prices. Shipping on my $80 order was $39 - but 1 live 50 miles away so the $19 I was paying for shipping was cheaper than driving. Two days later I receive an email stating my order had been cancelled with no explanation. Every item I ordered said that it was in stock for shipping, even in my order confirmation email. Now, I have just received an email that one item in my order has shipped (cost of item was less than $16) and they are charging me almost $19 to ship a box of baby wipes - that I can buy anywhere... My family usually shops there quite a bit for birthdays and especially Christmas. Won't be happening anymore. They can give stuff away and I wouldn't set foot there to get it. Their loss. Times are bad enough without companies thinking they can treat their customers however bad they want to."

"Toys R Us seems to be getting worse every year. They raise their prices during the Christmas season and drop them a little the rest of the year. I guess they need to maximize profit during the Winter. I purchased a few collectible items only to find that they do not care about shipping. They packed it in a big box and the corners got damaged. They lacked stuffing. Shipping came in about a week later. Service is mediocre. I guess if you have no other resort, they are ok."

"My worst online shopping experience ever.
This company is disorganized and does not have the proper internal controls in place.
I went on this site to buy items listed for a baby shower.
First the website was not working correctly and it took for ever to process the order on the phone.
I received an e-mail asking me to review items shipped to me when I had received nothing. It was more than two weeks after placing my order. Calling Toys R Us I learnt my order had never shipped, and was not planned to. They Fedex'd the order but made a typo in my address. Initially, Fedex did not want to contact their customer, Toys R Us, to fix the problem, but expressing myself in a strong way eventually put a favorable end to the issue.
I placed the order on March 11th and received it more than three weeks later, on April 5th.
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"Obviously Toysrus don't give a damn about their image because they don't even respond to all the negative customer reviews.

I went to purchase a kids gym set for my son about $550, i had the money in hand and i was willing to spend it.
I got to the store and found the item, my wife had phoned a few hours before to verify that it was instock, it was.

But i was told they were sold out? Thats OK, i said to the person in customer service, can i order and pay for it now. The response was no and she turned around to carry on her conversation with a fellow employee about their personal lives.

Frustrated i called for the Manager, although he was quite courteous compared to his employees he was no help what so ever. He told me they can't order out of stock items and Bla,Bla,Bla

Experience: Probably my worst experience at a retail store
Staff: Unfriendly/Rude
Manager: Useless
Store: Bunker Hill Houston,TX

I will never ever again set foot in a Toysrus store..."

"it seems i am just reinforcing previous comments but wanted to make sure my experienc was noted.

My parents purchased tokens for our sons for Xmas and my son wanted a WII game that was shown on their website but not showing as available in store.

I am not able to make calls easily at work and so emailed their inquires line. 14 emails later I was still without confirmation that I could obtain the game and had to make a lenghty call to their customer services number as they just did not answer my emails. Despite this they were not even willing to send the game to me to save the 20 mile round trip to the store because they would not accept vouchers for an online purchase.
So I was very disappointed with the service (or lack of it to be more precise) and will avoid them in the future. The irony is that it is clearly proven that good customer service is a commercially effective and they will loose out because of it. What goes around......."