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"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!"
"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."
"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. "
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