I find such is the case almost anywhere I go ; Wal-Mart, Zellers, London Drugs, Safeway, Real Canadian Superstore, you name it - why should Toys R Us be any better or different? It seems that in their zealous urgency to suck the consumer in and come to their store and buy what is advertised on sale, the merchants cannot be bothered to make sure the shelves - or even the stockroom in the back for that matter - actually HAVE the merchandise. I guess they figure once they've duped you into making the trip there, you may as well make it worth your while and buy "something"?
Calling ahead is always wise, to save yourself the gas and time, but the aggravation is inevitable, as described above ; just a buncha clueless, bordering-on-stupid school kids who wouldn't know their ### from a hole in the ground. In fact, many of the adult employees are not better at being any kind of help, since more than half of them are "fresh off the boat" from some godforsaken 3rd world country and can barely speak two words of (CLEAR & FLUENT) English to be of any real assistance.