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Toys r us / false advertising and promotions!

1 United States Review updated:

I went in early to prebook the dvd, “The Little Mermaid.” By prebooking the dvd, I was told I would receive a “Little Mermaid jewelry box,” which would be perfect for my three year old granddaughter. I drove the 30 minutes to prebook and paid the $5.00. I already have the dvd, I just wanted the jewelry box for the granddaughter. I then went on the delivery day to pick up the dvd to be told they had no more jewelry boxes! The coupon I received doesn’t state any where on it “while supplies last!” The store said there was nothing they could do. I think sent an email to Toys R Us, Corporate to be told they appreciated my concern & they would forward it to their Corporate Office so they could learn from my issue!! That certainly doesn’t resolve the issue of getting the jewelry box I had prebooked a dvd for. Be ware of false advertising and promotions.

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  • Fi
      27th of Nov, 2006
    0 Votes

    Toys R Us is the worst website I have ever dealt with and I do not understand how they have cornered the market on baby goods but treat their customers this way. Everyone I know has had problems with their online service. It is so terrible, it should be shut down. I purchased a playard and blanket after they emailed that the playard was available. After informing me by email that the product I wanted was available, sending me an email confirmation about delivery, I received another email that the order for the playard was canceled because it was no longer available. Then, they proceeded to ship the blanket, which costs $12.29 to me and charged me over $20 for the shipping! They stupidly included the playard in the shipping costs. When I called customer service to complain, she said she could offer me a credit for the shipping cost and that this was all they could do. This is what they should do under the law. This is the worst website and not the first negative experience I have had with their online service and their ridiculous "customer service." I caution all new mothers NOT to order online from Toys R Us because we are under enough stress already and it is not worthwhile to deal with this joke of a website.

  • Ms
      6th of Dec, 2006
    0 Votes

    The Babies r us website is an absolute nightmare! It should be put out of business. They are so misleading and fail to tell you when you register that almost half of their items are out of stock. I am having a baby in a few weeks and I deeply regret selecting them for a registry. It ends up being their loss though. Many of my guests purchased the expensive items that I needed from another store and due to my experience, I have many friends who are selecting other stores to do business with.

  • Va
      6th of Dec, 2007
    0 Votes
    Toys R Us - Screws over patrons
    Toys R Us
    One Geoffrey Way
    United States

    Toy's R Us advertised buy 2 get 1 free Wii games both in print and on the website. However, the games were NOT AVAILABLE at that time when the ad was valid. Upon asking about this I was told "There was a shipping problem and the stores did not receive the expected inventory." I was also told that they would not allow me to purchase them when they did have them in stock. I continued to insist that they do and requested contact from a supervisor and was told that they could not put me in contact with a supervisor. Then suddenly I was emailed by corporate with "Terms and Conditions" from the website that stated "All features, content, specifications, products and prices of products and services described or depicted on and (together this "Web Site"), are subject to change at any time without notice.


    The inclusion of any products or services on this Web Site at a particular time does not imply or warrant that these products or services will be available at any time."

    So basically they are saying they can create any advertisement and then say that they do not have to honor the advertisement because - oops they changes their minds or

    they all of a sudden don't have any of what was advertised and there is nothing you can do about it.

    They also attempted to falsify an email response by doctoring the attached previous emails to look as though they had actually provided this information previously, which they did not and they added a name to the email, that was not there previously.

    I believe that if you are going to advertise something for sale, that you should honor your ad and not be deceptive. This screams fraud by Toy's R Us and they should be held responsible for this.

  • Je
      11th of Dec, 2007
    0 Votes

    I've been shopping at toys-r-us for twenty five years and with no complaints. I shop at the Evansville, Indana store. I know the rules about holding toys/games at Christmas. But I called anyway and asked for help. My daughter wanted a Nintendo WII (wii). I have a disability, cerebral palsy, I have had three neck surgies, and I'm helping to raise my two year old grandson. I asked an employee (who will remain nameless) if he could hold one back. He told me "no", then offered to ask the sore manager. He told me when to call back. I did call back at that time and was elated when I was told the manager said "yes." He took my name and told me when to come in. That Sunday morning I drove fifty-five miles to toys-r-us. When I asked for the employee he wasn't in. So I told the young man my story. He looked for the nintendo wii with my name on and could not find it. Then I was told their delivery did not come in. Then I spoke to a floor manager and to put it nicly, she was very rude. When I explained my situation she made the comment that "that's what everyone says." Then she went on to say that she was sure that none of what I said was true. I really don't like being called a liar. She wanted the kids name. I honestly believe this kid spoke to a manager and got permission. I also believe if I gave her a name that this kid would be fired. I couldn't hurt him when he was trying to help me. I didn't get the wii. I did get insulted. I did spend $20.00 in gas on a trip to Evansville that was fruitless. Toys-R-Us has really helped with my Christmas Spirit this year.


  • Su
      22nd of Dec, 2007
    0 Votes

    WORST WBESITE. I bought a gift card 2 weeks ago and it still hasn't shipped. Now they tell me it is stuck somewhere and too late to cancel. SO you're not shipping it and you're not canceling it???
    I needed it by Christmas, its a frigin GIFT CARD ordered on Dec 10. The website has no email or address or corporate offices. I will NEVER NEVER buy from their site again. I also wish i had used Citibanks virtual number to buy from them so I could just cancel the charge number... My suggestsion go to local bank and get a VISA gift card, or baby Gap, RUN from this company.

  • Ke
      14th of Jan, 2008
    0 Votes

    Where do I get an email for Toys R Us Corporate? VP? CEO?
    I have tried to deal with the 1 800 for online orders and it is a joke! It's been since 12/15/07 I placed my order. Received 1/2 of it but not the other (2 Gift cards) They tell me they must investiage??? It's been 9 says and still no answer... I am frusterated! Well the card was never used, not received so what's the problem??? Please help!

  • Bi
      15th of Jan, 2008
    0 Votes


    Done crying?

    I see you don't work in retail. Explains a lot.

    Do this for me 1)open a store 2)guess which items are going to be popular 3)buy those items but remember you are doing this months in advance and vendors can't fill huge orders very quickly 4)if you buy the wrong games you lose millions of dollars.

    I work at a TRU store. We had lots of WII games to sell during that promotion. By day 3 of the sale we found out which games weren't popular. If we could have magically changed the games to say WII play or Carnival we would have sold them all but alass the Buyer picked a few wrong ones. Even to this day we are not fully back in stock a month later.

    Ok now that the lesson is over you can go back to your crying fit.

  • Da
      18th of Jan, 2008
    0 Votes

    I, too, am looking for the corporate address and I'm not able to find out. I am angry about a coupon that Toys R Us issued for their store and Babies R Us. It was buy two boxes of Pampers or Huggies (72ct-216ct) and get a free $10 gift card. I went to Babies R Us, searched and searched for Huggies and/or Pampers in a box of 72 and guess what? There were no 72 count diapers in boxes, only packages. I took a box of Huggies that had over 100 and then a 72-count package of Pampers to the register. Of course, you know the story...the "package" of Pampers was not in a box (even though there were 72 diapers in it), so they would not give me the gift card. The cashier went on to tell me that they didn't even have Huggies or Pampers 72-ct in boxes, only packages, but if I wanted to buy their brand, they were in boxes. Well, hello, the coupon was for Huggies and/or Pampers. I wanted to mail the corporate office a letter, but can't find the address. Matter of fact, I emailed them from the website to get that information, BUT, no reply yet.

  • Vi
      18th of Feb, 2008
    0 Votes


    Vickie Neilson
    2629 N. 1525 E.
    Layton, Utah 84040
    801-771-7073 801-540-4385

    To whom it may concern:
    I know you probably get a lot of letters like this for requests and for help, but I hope you will at least read my letter. It comes from the very bottom of my heart. Like everyone else we have really struggled a lot the last few months. And we are definitely no stranger to financial set backs and problems. But we just chalk it up and deal with it. We know that everyone has them and we are no exception to that rule. However we received a bigger surprise than we were expecting right in the middle of it all.
    On Tuesday November 27, 2007 my son and daughter-in-law gave birth to triplets. They were born at 24 weeks 2 days. They were born at the university of Utah hospital in Salt Lake City, Utah 4:00pm. Two little boys followed by a little girl. The three babies together weighed 4 pounds 7 ounces. On December 15th they all had open heart surgery .They are all three still at the university hospital, but after millions and millions of prayers I am excited to say they are doing really well. They are truly miracles and of course all are “Million” dollar babies literally! Today they all weigh in over 4 lbs. they are all on oxygen canulas but they are currently trying to learn to suck, swallow, and breathe all at the same time.
    Now for my question… we were told that some times organizations will sometimes help out with finances or baby furniture, formula, diapers or just anything they can. I just don’t know what to do to or where to go for help. We don’t qualify for united way, or Red Cross or any of those types of charities because we are all employed. (Thank heavens) Our finances are exhausted as are my sons. We all work more than full time and the money is hard earned just like everyone else’s and well spent too!!! We are looking for any help we can get. We just don’t know where to look. If you can help in any way or know who could, would you please notify me? We are hoping if everything goes well that the babies will be coming home by March or April, so we have to get a room set up and ready for three tiny babies. Wow… that means three of EVERYTHING. We just can’t do it alone.

    Thank you in advance for your help,
    Vickie K. Neilson

    Go to: to see our angel miracles!

  • To
      9th of May, 2008
    0 Votes

    I recently placed an order for a simplicity gabriella crib. It took me two months to get to the site fast enough to make the order before it was out of stock. I received another email stating the item was located in stock. Two days later, I received another email that said the order was cancled. Customer Service was worthless. There is no waiting list. It's been a really bad experience and I hope I never have to do business with them again. Please take caution when doing business with ToysRUS. It's just not worth it!

  • Lo
      14th of Sep, 2008
    0 Votes

    don't dare be a 46 year old grandma if you shop there

  • Be
      3rd of Dec, 2008
    0 Votes
    Toys R Us - item in the $19.99 section
    Toys R us
    New York
    New York
    United States

    I went to the store on December 1, to the wii section which was suppose to contain all reduced prices. I asked the clerk it this product was on sale, he assured me it was. I took it to the register, and they wsaid it was 39.95. I went back to another representqtive and reasked the price, he said it was 19.95. I asked him to accompany me to the register. The man at the register again said it was 39.95. I then asked to speak to the manager, he said if it rang up at 39.95, he could do nothing about it. It wasn't the only one in the section. There was about 6 more. I will not shop at toyy r us again. I t was their error not mine, and I should have been able to purchase it for that price. I will be sure to repeat this story to anyone who will listen.

  • Bi
      28th of Dec, 2008
    0 Votes

    They should not have to honor that price... if it rings up that then that is what it costs... plain and simple...

    It was the employee's fault not the stores...

  • Re
      8th of Feb, 2009
    0 Votes

    Or the lazy ### customer before you who just set an item they didn't want in that section.

  • Ja
      30th of Aug, 2009
    0 Votes

    Did it never occur to you, that anouther customer set the item down in the wrong place? Have you when your in a store like toys r us picked something up walked a few aisles, decided you did'nt want it anymore and set it down in the wrong place? Hmmmm, lets think for a moment shall we how stupid you would have to be to think everything is in its place at all times shall we?

  • Dp
      24th of Nov, 2009
    0 Votes

    I purchased today a Loving family Grand house complete $159.99 in Hazlet NJ and they had 2 signs under all the loving faily items stating that if purchasing the Grand house you get the loving family mini van free with purchase. I read it over 3 times before purchasing to make sure there were no fine print. When I went to pay it didn't ring up free when questioned, the assistant manager said it was only for the regular grand house for 69.00 and not the Grand house complete, she said Oh Im very sorry that it is misleading and should be specified and she said that she encountered the same complaints from others. WELL why didn't she TAKE THE DAMN SIGN DOWN. They are supposed to honor a mistake but no didn't even remove the sign ... NO WHERE ON THAT TICKET STATES THOSE STIPULATIONS AND THAT IS MISLEADING to THE CUSTOMERS. All it says is buy a grand house and get the van FREE a $22.99 value!!! This is a bunch of BS .They should state on that ticket that it excludes the Grand complete but it didn't..

  • Rm
      10th of Feb, 2010
    0 Votes

    i hate this store it cost to much they are a monopoly on toys stores

  • Li
      25th of Jun, 2010
    0 Votes

    In the video game section where I work, we are often told by corporate to have more stock on the floor then there are shelves. Inevitably something ends up stuck where it doesn't belong sometimes. If it rings up at $35 then it costs $35, that's why we have price checking stations.

  • Wh
      12th of Jul, 2010
    0 Votes

    I'm with Bill on this one.

    Besides, you could have gone to the website and used the promotion there. Generally whenever they do this promotion they have it on their website as well.

  • Me
      11th of Dec, 2010
    0 Votes

    I recently went online intending to go to the LEGO store. I typed LEGOS into my search and under the sposored link there was a link for TOYS R US stating buy 1 get 1 half off. Seeing that of course I went to TOYS R US instead. When I clicked on the link it took me directly to the LEGO shop to shop for LEGOS. I spent an hour on the site with my children ( I have 3 amazing boys) having them select 2 boxes each. When I went to checkout the discount wasn't calculating properly so I called the customer service number and spoke with a representative. First the rep told me it was only on specific LEGOS and he went through the LEGOS I selected and informed me that none of them were included. I had him pull up the browser on the web as I had and showed him that the link specificaly stated ALL LEGO CONSTRUCTION SETS. He then proceeded to tell me that specific offer was expired and that nowhere on there website did it say buy 1 get 1 half off. He supposedly spoke with his supervisor who confirmed this. I asked to speak to the supervisor myself and was told that his supervisor was unavailable to speak with me because they were very short staffed. I asked to file a complaint. He took down all my information and told me that someone would get back to me within 3 DAYS!!! I asked for his name and his ID# and he gave it to me. When I asked for his supervisors name and ID# he didn't have to give me that information. It is my understanding that BY LAW they are required to honor any advertisment even if its expiered if there is something posted about it. He said that it was a GOOGLE advertisment not from TOY R US. Sponsored links on the web are advertisments paid for by that company so I believe they are still required to honor the discount. I looked on the web today and the same supposed expired advertisment is still there!!! I am also contacting GOOGLE and the BBB about my concerns. Beware about supposed discounts and offers posted on the web from TOYS R US!!!

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