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"No problems with shipping or the product in general, but horrible customer service! After I bought a doll for my niece, I saw the same thing for $20 cheaper on Amazon. I tried to get a price adjustment as they promise in their policy, and was denied (by a very disrespectful representative!!)"
"Very disappointed in Toys R Us. Ordered a Nerf gun through the company website that included a special promotion offer of a free dart refill pack. That additional refill pack was the reason I ordered from ToysRUs, versus another online retailer. When I received the order, the refill pack was not included. I was very disappointed, as was my daughter! I called and spoke to a rep and the manager, however they refused to honor the promotion. Such a shame to lose a customer over a $6 item."
"Worst packing I have ever seen. Ordered an Xbox One. It was shipped in a box that could have fit 4 consoles and the only protection/packing material in the box was a copy of the purchase order! The console was over $600 and they couldn't even throw in a strip of bubble wrap?!? Called Toys R Abused and was informed they didn't have anymore consoles and I would have to see if it works first. It was a Christmas present to my son. Never shop online from these clowns again!"
"Tried to order a Little Tikes truck on cyber Monday on sale for $59.99. This was an online sale only. At 9:00 am it was sold out so I opted to be notified when it came back in stock as this was the only option available. Two days later they had them in stock but now for $99.99. They refused to honor the sale price. Obviously a bait and switch. I will never give them any of my business in the future"
"Toys "R" Us decided to raise the price of an item by $50 dollars! I printed the item off of my wish list. Came back the next day to purchase online and they raised the price AND WILL NOT HONOR THE PRICE FROM THE DAY BEFORE! How do they expect people to buy Christmas presents for their children by raising the prices that dramatically!!!"
"10/16/2013Ordered an Apple USB Cable using Free ShopRunner shipping so it got to me in 2 days. No problems whatsoever. I haven't handled their customer service end so I don't know how it's like.1/25/2014Ordered an item for pickup. It was ready the same day and they remind you in a lot of places of the website and email that it will only be available for pickup for 5 days only. That's a good thing to know. After I arrived at the store, I picked it up with no problems at all."
"worst packing ever!! I ordered a collectible toy from toysrus, they shipped it without any side bubble or forms protection, just the toy in a regular box, the box was crushed on the side during shipping and my toy box is crushed on the side on arrival."
"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. "
"Here comes another complain about Toys 'R' Us.I bought crystal clear sure sound monitor as a present which was defected. I got it a month ago and I am still dealing with customer service. I have been told that I will get a new one in two weeks a month ago. I am still waiting and nothing arrived. Not even an email."
"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…"
"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!!!!"
"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!"
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