I usually find online retailers to be alright and I don't usually need to check nor leave feedback. This is an EXCEPTION. TOYS N JOYS is the WORST business I have ever done with in my life. I had ordered about 10 items, totalling about ~$150. I had received ONE t-shirt and everything else is on 'backorder'. THey charged me in full for all items, including ridiculous shipping for just one t-shirt and said the rest of the items should be available in 1-4 weeks. I wait 4 weeks and nothing. I e-mail them to cancel the rest of my order for a refund, and they reply saying itll take 1-4 weeks. I wait another 5 weeks, and nothing. So i send a second e-mail. Their reply was the EXACT same email saying itll take 1-4 weeks. I left them another email to which they probably will never respond. Never buy from this store guys!

From far the worst e-store I know. Totally dishonest, liars, their customer service reply to about one email on… a lot etc… The first thing to know is that a refund from the States to a foreign country like mine through credit card actually takes 2-3 days max (I already received refunds from other e-store in similar location, and that never took longer, so it’s obvious that toysnjoys company intentionally slowdown the process !).  
 
Basically, I ordered two items from them. Immediately after that, I saw that the description of one was wrong so I sent an email to the customer service (it was only a few minutes after my order) to know if they can cancel the item and corresponding shipping. Soon, a woman named Gwen replied and asked me why. I explained to her and she agreed and told me that they will only send the item I want and send a refund (quite a high amount) for the other. After that no more news during a week. The next Friday, I received an email that confirmed my order….. for BOTH items. I immediately sent another email to the customer service who never replied. I contacted the return service (the famous “Art Molina” who some of you talked with). He apologized, sent a correct invoice and confirmed that I would get a refund soon (it was in September). A bit later, I received the item (only one)… but no refund. I contacted the customer service who simply confirmed it and told me that I should get it under 7-10 days, 1 month maximum. So I waited patiently. Since after one month I still haven’t received anything, I tried to contact the customer service to have some details, but of course, they never replied. I contacted again Art Molina, but the only thing he said was that he would check that… after that nothing more, no more replies to my messages etc…I finally called their Honolulu shop. The person I talked with admitted that the refund still haven’t been processed but would make sure it would be posted during next week so I’ll receive it promptly and confirm it in an email. Since he didn’t, I contacted one more time the customer service, and they confirmed that my refund has been posted (here, we are about 2 months after the first refund “promise”).  
 
Since on the 26th of November, I was still waiting for their refund, I finally decided to fill a complaint with B.B.B. (Better Business Bureau). I sent a last email to toysnjoys where I informed them of my decision. Whereas I usually have to wait for some days (when they reply..), I got an answer during the same day from Alex Le ! The person apologized, said he don’t know why I still haven’t received the refund. He told me that his billing service is closed the week end but if I have paypal I give my address to him and he refund me the same day. Since I've not been able to reply the same day, he finally did the refund trough credit card, and 3 days later, I had my money back ! If I didn’t read the other reviews, I’d think they really forgot my refund or something like that… but I really think the B.B.B. have a strong reputation and really can put the pressure on them and that if I didn’t do that, I would still be waiting for my refund.  
 
I don’t know how their physical store is… but for sure, their website is not recommendable. To anyone who have problems like that with them, I really recommend to deposit a complaint at B.B.B. here :  
http://complaint.bbb.org/  
then follow the instructions, describe your problem, desired solution etc… and inform toysnjoys of that. For the overseas buyers, don’t worry, B.B.B. can handle all requests, even from foreign countries (I’m from France). That doesn’t cost anything… and really can help a lot and speed up things  
 
Considering the others reviews, I would only say in conclusion:  
 
If you want a store that:  
 
-lies about items in stock or not  
-charge your card even if item is not in stock  
-practically never reply to emails  
-don’t know anything about consumer respect  
-are “not really” quick for shipping your order  
-have some huge difficulties to post a refund  
Etc…  
 
Then go to toysnjoys… otherwise avoid them!  

I concur with the other commenters that you SHOULD NOT BUY from Toys-n-Joys.  
 
Here's why:  
 
1) Ordered my 13 year old son's Halloween costume on October 13, 2007 at 10:05am for his LAST Halloween as he's getting too big to trick-or-treat after this year  
 
2) Hearing nothing on shipping status, I called AND emailed on October 22nd. Voicemail and autoresponder with Alex Le's phone number. I called his and he informed me verbally that, "It's shipped and you'll have it on Friday." (Which would have been October 26th).  
 
3) Nothing arrives in Friday's mail so I call Saturday, get ahold of some guy at Toys-n-Joys and he tells me Alex Le will get back to me. He does not.  
 
4) Call again on Monday, October 29th...now two days from Halloween and my son has been hammering on me for days about his costume. Alex Le tells me that "it's shipped from our supplier in California" and gives me a tracking number.  
 
This tracking number indicates that it had NOT YET BEEN RECEIVED by the US Postal Service and ONLY THIS MORNING -- one day from Halloween -- does the USPS tracking web site show this: "Your item was processed and left our PASADENA, CA 91109 facility on October 29, 2007. Information, if available, is updated every evening. Please check again later."  
 
There is no way that this will be here on Halloween. We went out last night and bought another costumer for my son.  
 
--------------------------------------  
 
 
Are the folks at Toys-n-Joys incredibly incompetent, lying, scam artists or small, cheesy businesspeople that have no money and can't get stuff shipped? Doesn't matter if you DON'T BUY FROM THEM.  
 
Any of you that have been similarly scammed, I suggest you do what I'm doing right now: write the Hawaii State Attorney General and let's get these scammers shut down.  
 
Mark Bennett  
Hawaii State Attorney General  
Department of the Attorney General  
425 Queen Street  
Honolulu, HI 96813 (Map)  
Telephone: (808) 586-1500  
Fax: (808) 586-1239  
 
Email: http://hawaii.gov/ag/main/contact_dept/main/forms/general_responses  
 
 
In addition, I'll be contacting the following department and I suggest you do too:  
 
Hawaii Internet & Technology Crimes Unit  
Department of the Attorney General  
Criminal Justice Division  
235 South Beretania Street  
16th Floor  
Honolulu, Hawaii 96813  
 
phone: (808) 587-4111  
fax: (808) 587-4118  
 
email: HATG@hawaii.gov

This review was modified by its author, sborsch, on 10/30/07 9:17 AM.

Communicated through email and it seemed like there were mulitple people dealing with me. Their first email to me after I purchased the items was "We received a payment for $162.85 from your PayPal account. We can't seem to find a match to your order. What item did you order? If possible, could you please forward us a copy of your order confirmation to this e-mail address, so that we may process your order immediately. Thank you!"  
 
First they said they had it and that it shipped. Then they said it was on back-order. Then they told me it shipped again.  
 
When trying to phone them, all mail boxes were full ALL the time and no one answered the phone.  
 
I never received the items. (After emailing back and forth for 3 months). I'm still waiting for my money to be returned to me.  
 
My experience was stressful and disappointed.

Ok,  
I decided to buy some more stuff from these folks and it looks like they are running well so far. I bought some random junk including a chromium figure (random, although to my disappointment I didn't get the one I wanted, but that's not TNJ's fault :P), a FFVII highwind model (by the way, it looks absolutely stunning), and a Rikku choker (which was backordered), to name a few. They were (except the choker) shipped to me in good time and I loved it. The highwind model was amazing. It was really worth the 80 dollars. So far, so good.  
 
I also ordered from them once more, including: A light blue Nintendo DS, a little DS strap, a matching pouch, and a couple Metal Gear Solid soundtracks. They said that they are on the way to me right now, so I will anxiously await for this exciting order. If all goes well, I will plan to buy from them again by November or December.  
 
Overall, they are doing really good for me. Communication is much better and Alex Le is so far, very nice guy. I will shop from these folks again. =D

This review was modified by its author, ailehlia, on 7/5/06 12:40 AM.

Last month I ordered the Sims 2 Special DVD edition from them.  
They lied to me about my order and never gave the tracking number that I paid for. It took them over two weeks to ship my order. They only bothered responding to me after I informed them that I had contacted the Better Business Bureau. It was only after this that they agreed to refund my shipping cost. Then they shipped it by Global Priority mail instead of the Global Express mail that they were supposedly refunding me for.  
I ordered the DVD version but when my package arrived, I was not incredibly surprised to discover that they had sent me the CD-ROM version instead.  
 
 
Here is a copy of our correspondence:  
 
Sent: September 15, 2004 9:06 PM  
I was just curious as to why my purchase has not yet  
been processed.  
I placed my order this past weekend and I still  
haven't received a payment confirmation e-mail.  
 
Sincerely,  
 
Their reply:  
 
Thu, 16 Sep 2004 15:51:56 -1000  
 
This has been shipped.  
 
Alex  
Sent: Wednesday, September 22, 2004 10:23 PM  
Alex,  
 
I have already inquired about the status of my order  
that I made well over one week ago and you informed me  
that it had already been shipped, but I have yet to  
receive a tracking number.  
I have noticed that my credit card has already been  
charged.  
 
I payed extra money for "Global Express" shipping and  
I would really like to have the tracking number that I  
paid for.  
 
Their response:  
 
Tue, 28 Sep 2004 21:00:18 -1000  
 
Hello,  
This order has been shipped.  
 
My response:  
 
Sent: Friday, September 24, 2004 5:38 PM  
 
To whomever is responsible,  
 
I am extremely disappointed with the quality of your  
customer service.  
 
Almost 2 weeks ago I placed the order listed below  
this message. I did not receive a prompt confirmation  
for the order so I inquired about its status. I  
received a response stating simply:  
"This has been shipped."  
I paid for Global Express shipping and was supposed to  
be given a tracking number once the product was  
shipped. I have since sent emails to the tracking  
department, information, and sales.  
So far I have received no reply.  
I have placed an order with ToysnJoys in the past and  
there were no problems. In fact I was completely  
satisfied with my past experience. That is why I am  
highly disappointed with the handling of this order.  
 
I paid for Global Express shipping and that is  
supposed to include a tracking number that I have yet  
to receive. Because of this, and because I have not  
received my order within the 3-9 days stated on your  
webpage, I request reimbursement for the Global  
Express shipping that I have been charged for.  
 
 
Sincerely,  
 
Their reply:  
Date: Tue, 28 Sep 2004 21:55:11 -1000  
 
Hello,  
I shipped your order this weekend.. I will ak my manager about a  
shippiong discount  
 
My response:  
 
Sent: Thursday, September 30, 2004 1:04 AM  
To: Alex Le  
Subject: Better Business Bureau  
 
 
I have filed a formal complaint to the Better Business  
Bureau. I do not appreciate being lied to.  
 
On September 16, you told me that my item had been  
shipped.  
 
Now you are saying it was shipped this past weekend,  
which was about ten days AFTER you said you originally  
shipped it.  
 
Even though I have asked for a tracking number in  
every e-mail I have sent you, you have ignored my  
request even though you charged me for a tracking  
number and speedy service.  
 
Finally, you say that you have to ask your manager  
about a discount. Either you are not signing your  
real name to the correspondence (which is unethical)  
or you are lying to me (even more unethical).  
According to my research, Alex Le is the owner of Toys  
n Joys and would not have to ask a manager for  
anything.  
 
As an American living in Japan, I often import the  
American versions of games. I could have been a  
lifelong customer, but I will no longer do business  
with people who fraud me of my money.  
 
Date: Thu, 30 Sep 2004 20:55:04 -1000  
 
Sir,  
This is Alex Le , owner of Toys n Joys. First of all I am so sorry for  
the delay in this order. I was out of town and had someone answer my  
emails while I was away. This order did indeed ship and will arrive to  
you by Monday. As far as the shipping, we will refund that back to you  
due to the delay. That will post on your account within the next few  
days. Your business is very valued here and appreciated. I assure you  
that a delay like this will not occur again. As you can see, we do  
offer  
competitive prices on certain items and do have a few mistakes here and  
there. I will make sure that we do our best to prevent a situation like  
this from happening again.  
 
 
Alex  
 
 
Date: Thu, 30 Sep 2004 20:55:04 -1000  
 
Sir,  
Your refund of $28.00 has been applied.  
 
 
Sat, 2 Oct 2004 17:23:22 -1000  
 
Your order was received, processed, and shipped out via United States Postal Service Global Priority Mail. Unfortunately, there is no tracking service for Global Priority, but your order is enroute to you. You can find your order/invoice number for future reference in the subject of this e-mail.