The most trusted and popular consumer complaints website
Explore your opportunities! Create an account or Sign In

ToysRUs / rewards/returns policies a joke

1 Phoenix, AZ, United States Review updated:

ToysRus has a completely unethical return policy and a decidedly laughable "rewards" program (among other sins). If you use ANY type of "earned" reward certificate or "birthday gift card" on a purchase, part of the sales price of each item you bought is retained by the store if you take ANY item back (EVEN if your remaining purchase still qualified for the FULL value of the certificate/gift card used!
In this "reward" program for customers, they issue the rewards ONLY in $5 increments (and assign different valid beginning/expiration dates(!!!) (so you must purchase more than one item in order to use all your "earned" points if you earned more than $5 in rewards in one time period!) and THEN, if you DO purchase something, do NOT make the mistake of buying more than one item with that reward voucher, OR birthday "gift card" because even if your remaining purchase would STILL qualify for you to use those points or that gift card, part of the value is forfeited for returning even ONE of the items you purchased (if the item was expensive, you lose more money than if the returned item was a cheaper one in the order).
This also applies to "Free gift card with purchase of..." type promotions. We learned the hard way. Buy the promo item in a SEPARATE transaction. If you buy more items, part of the value of the "FREE" gift card with purchase will be deducted from any item returned, EVEN IF that item had NOTHING to do with qualifying for the "Free" gift card!!!
Example: "Free $10 gift card with any $75 or more Lego purchase" (the fact that they overprice ALL their Lego sets every day is a separate issue, addressed below). You purchase not only $80 worth of Lego items, but many other items as well. If you return even one of those "other" (non-Lego) items, part of the "Free" $10 gift card you earned is DEDUCTED from the price of those items in figuring your refund, even though you kept all of the purchase that was required to receive the "free" gift card!!
Class action, anyone?!?
For regular reward voucher or coupon/gift card purchases, Pick ONE item to purchase using the purchase incentive, whatever it may be, and make sure its something you're going to keep, as you will NOT be able to re-use that value if you return that item!
We finally figured out how to play the game. 1) Pick an item as close to the value of the reward certificate or gift card as possible, and buy ONLY that item (making sure its one you'll keep). 2) Quit shopping there.

They also overprice ALL Lego items by 10-20% or more (its always in whole dollars more, to make it difficult for anyone not knowledgeable in Lego pricing (like Grandmas) to notice, so lower-priced sets, (ie. $9.99) can be marked up more percentage-wise(to $11.99) than higher-priced sets ($80 set increased to $90). Any Lego sale they have just brings the prices down to equal normal everyday prices at Target. Just recently they had the $40 (MSRP, normal TRU price: $45) new Harry Potter Hagrid's Hut set (correct MSRP prices on all Lego sets can be verified at Lego.com) on "sale" for...$40! (Wow, what a deal. All Lego at Target is correct MSRP every day of the year, and sometimes they even put them on (real) sale!)

15% or more markup on every Lego, every day? Sending kids a birthday "gift card" and then yanking it back again if they change their mind on one item and you were dumb enough to buy several other items in the same purchase? This experience has only served to cause me to buy (much) LESS from ToysRus, not more. I have in fact recently returned items I would have kept if not for the above experiences, which have made me decide I'd rather buy the same items from another retailer who treats customers fairly.

Burn in flames, ToysRus. I hope your business ethics put you OUT of business. This ISN'T the type of economy in which people enjoy being ripped off!!!

Sort by: UpDate | Rating

Comments

  • Po
      22nd of Nov, 2010
    0 Votes

    Having the price of the "free gift card" deducted from your return makes sense to me. You shouldn't get to keep it if you return the item.

    Your issue with the mark-up on Legos is silly. If you're that concerned about pricing, you should pick a certain lego set and research at several stores for the best price. Toys 'r Us may price them however they please.

    You seem to have a lot of time on your hands since you return things that you wish to keep just to purchase them elsewhere. Companies aren't required to have rewards programs at all. And as psuguy said, the fine print covers all of this.

  • Al
      5th of Jan, 2011
    0 Votes

    Your obviously not understanding the person that wrote this when it comes to the "free" gift card with purchase. She was saying if they have a deal going on that if you buy legos you get a gift card, then you pay for legos and a Barbie ( for example) in the same transaction, then bring the Barbie back you shouldn't get the gift card deducted because the LEGOS came with the free gift card. So yes, I can see a class action lawsuit getting started. I don't really shop at toys r us because the prices are ridiculous, but I did for Christmas and got $34 in "rewards" in $5 and $4 certificates which I can only use 1 on each item I buy and can't combine them for a discount one item. The "rewards" program is a joke!

  • Po
      5th of Jan, 2011
    0 Votes

    Ali, they are not even required to have the rewards program. If someone wanted to start a lawsuit, they would probably scrap it all together.

    And those certificates you received work like coupons, not like gift cards.

  • Th
      10th of Mar, 2011
    0 Votes

    Although a company is not required to havea rewards program or to do anything! if they execute it, they need to do it the right way or risk the consequences.

  • Go
      16th of Jun, 2011
    0 Votes

    Why the hell would they let you keep the gift card if you are returning an item? [censored]

  • Mm
      12th of Dec, 2014
    0 Votes

    The return policy needs to change. I have a receipt you DON'T need to see my drive licence. Invasion

  • Re
      12th of Dec, 2014
    0 Votes

    A lot of stores ask to see some form of ID even with a receipt if the amount of the refund is high enough.

  • Ru
      13th of Dec, 2014
    0 Votes

    When asked to see your drivers license you should tell them it is obvious that you are six and don't have one, that is your age isn't it? Or is that just the age you act when you don't get things your way?

  • Ar
      17th of Apr, 2015
    0 Votes

    I work at a Toys R Us. A particularly busy location right next a very populated / scummy street. We have so many instances of theft and fraud in a single day, it is maddening. This change was made because people like to pick up receipts from garbage cans, amongst other places, bring the slip into our locations, find the item, then attempt to 'return' the product for cash.
    That was only one example of how the ### of the Earth try to pry money out of us. The Driver's License verification process now helps weed out fraudulent returns. If you have nothing to hide, shut up and follow the process. We are under the tight grip of an almost dictatorship with a strict list of rules and procedures to follow, and you can thank the petty street criminals for this extra security protection. Only one at fault in your situation is you.

Post your comment