Toys "R" Us
reviews and complaints

Hi my name is Myles. I would like to say that I really like toys r us and love to shop there for my kids. I'm a father of three and all my kids and me enjoy your stores but toy r us has lost something a long the way I don't know what it is but this is what a remember as a child when my parents shopped there for me and our family growing up.
I remember the commercials first of all the big driraff always showing the cool remote control something or another the stores always had an excitement to them and now it's doll in the stores there so many things you carry as well that no one even knows about like the drones and hobby stuff I think your company is slacking off in getting your customer excited to go to your stores.
I feel like you should get together with your old advertising people and go from there thanks our family has much love for your stores thank you

My husband and I each opened a store credit card on 8/9/2017 in order to take advantage of the discount for our baby furniture (expecting in November 2017). The items were delayed in being shipped and finally came in, the store delivered for free to make up for the errors. Now the items won't appear on our credit cards. No one can find bills! Fix!

oh I have never experienced something worse than dealing with them!
Items are absolutely overpriced, there are so many stores with lowers prices. I just wonder what makes people shop with them.
Speaking of their customer service. It's another story. Long story. Terrible and awful and clueless in many ways.
Unfortunately, I didn't know about this when I used to shop there. I bought on their actions for customers, rewards, coupons, and cards.
Don't make my mistakes and shop elsewhere. This place is not for spending your hard-earned money.

On Augut 7th, 2017 I bought a Video Monitor for baby during a Trip to Miami on the store located in North Miami Beach, fL 33162.
Before coming back home I threw the box away to put in my luggage. One week later when I came back to Brazil, I realized that the device was not working, the switch ON and OFF is missing and the energy cable looks like has been eaten! When I bought I had not noticed that the box was not sealed.
I talked to the manager from a store (a very rude with lack of good judgement one) calling [protected] and he refused to accept the device because of the box.
The main problem is that TOYS R US sold me a USED and once RETURNED BROKEN item for other customer and is using the excuse for not taking responsability for the itens that they put in the store. Why should I insist on calling several time internationally and having the trouble of complaining in a languague that is not mine? The manager implied that I was trying to take advantage.
I paid usd 109, 99 + taxes in cash and I request 1) refund of the item + shipping cost or 2) change for a new on device with no cost.

Silvia

Yesteday (08/10/17) I tried to purchase some backpacks online and it just wasnt working (availability, or even adding to the cart), so I called Costumer service. The first call the girl disconnected after a while (as she couldnt find out what the error was), the second did place the orders correctly BUT after it she said she couldnt place another order because she was too much time in the call! Well, I went online again and place the order myself (the website was seemingly working). For my surprise once I received the confirmation order email, my credit card was charged wrong! So I called again, and one more disapointment. They confirmed it was an error but couldnt issue the credit and asked me to call another time.
WHAT A PAIN to buy from this store! I really tried, but after 5 FIVE attempts, and five fails I can help but be very disapointed with the brand.
SHAME on TOYRUS.

ON 7/27/17, went to exchange toddler formula for a different one and left the already purchased one on the register and notified the representative before heading to food section. well the section was chaotic and they didn't have the toddler formula so I was looking for some stuff on clearance to do the exchange and didn't think about taking cart when walked inside store cos the original purpose of visit was to exchange just the formula...BUT WELL NO FORMULA..too tired and really didn't care about going all the way in front of store to grab a cart ..so just grabbed a few things and headed to toys section with my 50 dollar coupon that I had to take out of my bag, had a pair of toddler pants that I placed on top of my bag in a way it was visible ...an employee was following me around and asked me if I was okay and needed help...she was right behind my back after every move jeez...like she was watching my every move...this is an employee who always gives odd stares at me since I'm a regular customer there every week and she has never once asked me if I needed help...this employee unusually asked me if I needed help with anything and asked if I needed a cart...I said "that would be great" cause I really had to get stuff and get going to pick up my toddler who was crying at the care center and I felt dead after working long hours with no sleep...so im really not thinking too much and just getting work done...she brought me cart and I thanked her and was looking for toys quickly..., she was following me asking what help I needed with toys and I was like I'm trying to see If I can use this coupon before it expires in the next 3 days...instead of pointing out where the different toy brands on the coupon were, she told me what brand to get and that I only had two choices, , which was fine with me...then she was constantly nagging and saying oh I had to give you a cart because a bunch of people have walked away with stuff...I was like oh ok thanks for the cart...then after a sec she told me that again and pushed my button and felt insulted and went to manager and he was another rude employee that did not even listen to my story and said plain out that I'm admitting to putting stuff on top of my bag before the cart was given...im like u didn't even listen about the insult your coworker did to me and u r concluding that im admitting things that I did not do or intend...so next thing is goodbye to the store and thanks for the total disrespect and rudeness to a loyal customer...calling corporate and making the complaints...let me see my luck with responses...if one of those employees were polite this wouldn't have happened...

I am returning a kids bike within 90 days which was only used for few days and rude sales person in Toysrus Paramaus NJ branch first said .. oh we don't return after 90 days.. without looking at receipt. After explaining that it's within 90 days she changed her tune and called the manager who said he can't take it back. Greg the so-called manager was cocky and repeating the same thing multiple times as they normally do. It's small value item but useless for me. Need some advise as how to escalate this bad behavior.

I was in store making a purchase at your WestBury, N.Y. location yesterday. You have several registers and only two opened. I asked the working about the possibilities of opening another and was told not possible. Meanwhile, one staff member was doing things that could have waited (she was putting things back that were purchased. Your so called store manager (Kim) bypassed the long lines to go outside. And for the two working they were both excessively slow. At this time I'm looking at the other register worker who has now taken the person BEHIND ME. As you guessed it I'm fuming now along with the mother in front of me with the new born. I'm now wondering and have said as much " how could it be that they did not call next in line?" Having made the customer in front of me aware, who is now struggling to get over to the other line with baby in tow. Now your so called manger KIM opens another register. I asked her about the procedure and her reply as far as I am concerned was less then stellar, not nasty but not what it should have been. Actually Kim was less then apologetic for a situation that should not have happened. No one was happy.

Besides the fact that Kim needs necessary re-training on how to deal with customers appropriately, I find it absolutely unnecessary and horrible that you have nothing less then SIX registers and only TWO opened. In a day and age where the consumers time is not only minimized from all of life's requests I.e. employers, doctors appointment, school etc., etc., we now get to be teased by unopened registers and less then enthused workers. IT IS HAPPENING EVERYWHERE AND TOTALLY UNACCEPTABLE. And let me not forget to mention the lack of workers on the floor as a whole. Your ethics to please the consumer SUCKS!

Everyone is effected, none more then the consumer, stop cutting corners (being greedy) and get back to the business at hand of servicing the consumer properly.

This is not the first time I've dealt with this and surely not my last, but understand my money works well at other establishments too, as well as my pen for I will surely be sending this to corporate as well.

Please note that by the time I got home and rechecked the registry (which was printed in store) my purchased had already been made by someone else. So now I get to return my purchase. Thank you for wasting my time Babies R Us.

So now in addition to my complaint, I now see after reviewing all the complaints on your other site http://www.corporate-office-headquarters.com/toys-r-us that Babies R Us simply DOES NOT CARE. No response to anyone's concerns. Not a good look at all. Are those in charge not paying attention?! Dumb question! I'm pretty sure this is not going to your corporate offices but is a site to warehouse complaints left unchecked. No worries, I have the time to forward via fax [protected]) and direct letter going certified returned receipt today.

I was giving 1 star only for the fact that you actually had what was needed to purchase. But now I'm taking it back because I get to waste not only my time but someone else's (the person who took me the first time) and more gas.

SO VERY DISAPPOINTED IN YOUR COMPANY BABIES R US ! ! !

You know how I would like you to resolve this complaint. Reimburse me the gas money for the two round trips I have to make. The second one is to return the item already purchased by someone else while waiting in line. Also, put more workers in the store, informed, ready to work, smiling, and on the register that have the ability to perform customer service solutions properly.

Store - 6357. Register- 96 Cashier - 2231743 Transaction - 9866:6 Date - 062217 Time - 08:00pm Rewards number #[protected]

Hello

I live in norwalk ct. I regularly visit this store for my baby's needs. I personally like this store so much. But I am very disappointed by how staff behaves. They are too rude they don't let you feel comfortable, they pretend like they are pissed at you I don't understand why they are so angry? They cant even reply you well I don't even expect them to be helpful but they will close the counter if you ask someone they'll be rude. If you want them to match price they'll be rude again.

I know toy r us is a big brand, please hire better people. Most of the customer think the same I personally vary rare come out of the shop happily as the spoil my mood every time.

I was checking out on their mobile website and at the top of the page - really big - it said "Free Shipping on THIS order". My wife said, yeah let's do it! Not only was the product on sale, but also free shipping! Great! I thought at the end of the cart the shipping would come off.. it didn't and I got bamboozled into paying shipping.

Called Toys R Us and they wont refund the shipping, they told me that only applies to select merchandise.

Please have a look at my screenshots, does anyone here get the impression that this MIGHT be a little bit misleading since it's right on my cart page telling me "THIS" order has FREE SHIPPING?

I hate this company. Will never buy from them again.

Purchased a 7 inch tablet the power port broke. Purchased for christmas on 12/13/16 christmas she opened it. The product broke on 12/12/17 they made me pay 30 more dollars. Total 99. For a 60 tablet. Now the new tablet sucks, I called complained on 1/12/17 still waiting for someone to call back this is poor customer service! I will never buy anything from them again they treat there customers terrible. Still waiting someone to resolve my issue its 1/18/17. I want a refund. I want nothing from them. When I called the 1800 number they told me someone will be in touch with me. Here I am still waiting. Never buy electronics from them or anything.

My sister purchased a fire 7' tablet on Oct 27th at Toys R Us, for my grandson for Christmas. She asked the associate to get her a black tablet, and case. My mother passed away Dec 21. You can imagine how difficult Christmas was this year with out her. Christmas Morning my grandson opened his present to find a hot pink tablet, and a case that did not even fit the tablet. Using the gift receipt attached to the package we headed to Toys R us to exchange it, for a black one. We were told that it had passed the 14 day exchange policy. That he will have to just use the pink tablet. They suggested we contact amazon to see what they could do for us. Amazon said that because we did not but their product thru them, and that we purchased it at Toys are us, their exchange policies hold effect. So basically I have a grandson who not only lost his Grandmother this Christmas but he is also stuck with a hot pink tablet, because A Toys R us associate made a mistake, and gave us the wrong color tablet.

I ordered the items fromToys R Us as they used to be reputable & they had great sales on Black Friday. I am disabled & cant do a lot of shopping so I rely on online shopping. Package never rcvd. I called customer service & they told me its my problem to follow up with Fed Ex! Fed Ex said it was lost & they needed a description of each item that was in the box & they would investigate but gave no time expectation. Toys R Us refused to send me out a replacement without me paying again! Seriously...they are insured if the shipper loses the items so whats the problem? Amazingly within 2 days the missing package showed up. Guess you have to scream & yell to be treated professionally? Crazy! Will never buy from Toys R Us again.

Purchased a 20" girls bike on 12/22/16 at 12:50PM at Toys RUs, paid extra $10.00 for store assemble, they told me it will take one to two days, and they will call me. today is 12/25/16, 3 days later, and we still haven't heard anything from Toys R us. How long does it takes to assemble a kids bike., this is very disappointing. They should assemble the bike free of charge, and refund me the assemble fee.

Horrible attitude!
Yesterday I went to one of Toys R Us stores with my 4 year old son and my son took a toy and was just holding it in his hands and nothing more! But one of Toys R Us employees gone mad and yelled at my son that it was not allowed to play in the store. He's just a kid!
That nasty woman made my son cry and he did nothing wrong. What a terrible attitude! We left the store and bought nothing there. I will definitely go back to resolve the situation and will speak with the store owner! Horrible!

I'm so disappointed in how my daughter (who is an employee) was treated and talked to while shopping at Toys r us off on a day she was not working. She is on my charge card account and they gave her so much hassle and embarrassed her its sad! I'm extremely upset and how the HR handled it is beyond disappointment! And when I called the store to find out the problem the HR Lisa at toys r us in Mishawaka started talking to me about my daughter and how unprofessional she is rather then my charge card account! I'm extremely ticked off about that, and now my daughter just got in trouble when she went to work! This is ridiculous and I'm willing to go further with this. This is harrasment and in called for! She most likely will be quitting and I will be closing my account that I just opened! Please call if you would like to talk about the situation. [protected] Susan kryski

I was very saddened about how my local toys r us acted today with the release . I arrived at toys r us at 6:00 later then others but was hoping to get a hatchimal for my daughter along with a lot of other people. I know other stores posted amounts on their doors informing customers, It's 7:45 no word from any employees except they were taking pictures of the line. Walk in at 8:00 with an unhappy bunch. Employee then goes I went out at 6:30 handed out tickets and told everyone else we were out. We all inform her we never seen her. She then says rudely don't call me a liar I came out at 6:15 changing her story. Then she gives another story I gave out tickets and told those customers to tell everyone else were out. Three different stories. I had a lady in front of me very sick waiting. It makes me sad employees can take the time to take pictures and not tell everyone who doesn't have a ticket they can go home. After this event I will never go to toys r us again. It was raining it was cold instead of taking pictures of us waiting inform us. I heard other toys r us did this an ethical way i'm saddened ours didn't and they way they acted is unacceptable.

when my son and I google cranky the toy toys r us it popped up but the name that popped up in the search for toys r us said "cranky the mother f*cking crane" I clicked on it think it was a horrible joke but it took me straight to where I could buy it on your site. im very upset that my son saw this and I had to explain it to him. I have a picture if you give me an email address I can send it too my email is [protected]@gmail.com

There was signs from NB to size 6 on toysrus diapers stating buy 1 at $19.99 and get 1 of the same size 50 % off. I picked up 2 boxes and went to the check out counter and they told me they didn't know about the sale so, I went and got a sign but they still would not sell them and the same person was arguing with another customer about what they were going to purchase. We walked out and so did the other people. I've never had a problem before and my husband told we will not go there again since they are not going to honor the sale. We went to Walmart and showed them the sale sheet and they sold us there brand for $19.99 and the next one 50% off. I am really upset because I drive 1 1/2 hours and spend a lot of money since I have 8 grandchildren and 1 great grandchild. So know I have to go to Walmart, burlington, sears or were ever except toysrus.

When I called the store to ask if they had them in stock. The lady that answered the phone was very rude. She told me they didn't have any and they don know WHEN they will getting some in with the most rude attitude. As a grandmother of five of course I shop there often but I will not shop there this year at Warner Robins Ga. I have already bought some items there which I will be taking back for a refund and buy else where.