Toys "R" Us
reviews and complaints

I purchased a flexible flyer Breckenridge swingset for my children as a Christmas present. We finally had a couple warm days so decided to assemble it because my kids was super excited to play on it! Gosh what a disappointment. It was missing 2 chains for the swings, countless bolts and washers and the screw and bolt holes was not even cut out, was missing the stoppers for the poles and countless other things! This was the first time ordering from toysrus and will def be my last unless its made right.

Employees of the babies r us store in paramus nj are so mean, nasty and not helpful. They are always the same. Unfortunately it is the closest one to my house. Especially the ones at the baby registry are unbelievably rude, Andrea I think the name was. She is always rude. She doesn't have any idea that she deals with pregnant women and babies. She doesn't fit that position. The manager Sue is not so different either. I am so upset that it is the closest one to my house I cannot travel to another one since I am 8 months pregnant.

I visited 3150 Argentia Rd Mississauga Canada branch 3575 today afternoon and purchased r $123.07. one of the items was not updated in your system and cashier over charged. I asked her and she told me to go to customer service to correct it. I went to CS counters and there was Mr. Brandon Asst. Br. MANAGER AND HE right away told me to counter 1. I told him it's a price adjustment then he replied to me very roodly with an attitude that was not acceptable at all. Why do I have to wait in line for shop's mistake if the system is not updated with correct prices. I had to wait in line for more than 15 minutes. My complaint is for Brandon that his attitude as the way he directed me to counter 1 was totally not acceptable in front of my 5 year old girl. I asked for he does manage and I was told Ms. POOJA had not come in store until then.
My question to the corporate is: Is this the customer seductive your custom is giving to its valued customers? Why are you keeping so much arrogant employees? If they don't like their with then please let them go add they are making a bad name to your chain. I will leave my negative experience on Google and your reviews section for this particular store so that more people know about the poor customer service we are getting. I'd love to hear from Brandon who misbehaved with me.
Pls respond to me at: [protected]@Gmail.Com
[protected]/989-
Mustansar K.

I placed an order on Dec 5 2017 order #[protected].
i received 2 out of the 3 items. The item# Item: [protected]
Description: Thomas & Friends Wooden Railway Trevor Engine
Quantity: 1 @ $10.99
Status: Shipped via: US Postal Service Ground
Tracking Number: 9405511898666864172066
I have called incompetent customer service 3 times. Was told twice they would ship the order which is still awaiting USPS pickup really It is January 11 2018. The third agent told me she would credit my account "what's my email" gave it to her and asked for a confirmation of the credit...NEVER RECEIVED IT...
A child who was expecting a certain gift and never rec'd it...thanks...I want my money refunded to me today or the better business bureau is getting a complaint.The worst customer service I have ever experience. Do you make a living ripping people off...get me my money back

Hello my name is Nancy Granados, I went online to purchased 2 items online back on Nov. 18 to pick up at the store changed my mind so I decided to place the order online blank Friday. 2 item that cost 5.99 each not to much. When looking at my acct I found 4 pending transaction. Some for 12.91 others for 6.47. Waited some ended up getting returned back to my acct. moving forward now 12/28/17. Total transactions 7 and different amounts and some reversed Called in explain that I have 2 transactions that have not been revered. Called in over and over again agent hanging up on me sups also telling me I have to keep waiting another 10 days, 48 hours. Toys r us didn't have an issue removing the money from my acct. now I can't get it back over a month waiting and nothing. Worse company to do business with I will never order items from them. Again still waiting for my money

Shopped at toys r us for many, many years when my children were small. Returned to toys r us on College road and hwy 200 for the firs time in ten years and I was sorely disappointed. I walked around the store for at least 10 minutes and could not find a salesperson to help me. Went over to one of the check outs and asked a woman with long dark hair if she could help me and her reply was find someone on the floor, I'm busy right now. She then turned her back and walked away. This store is not what it was years ago. Very, very disappointed in your store.

My aunt Vi, mother Angie and myself walked into Babies R Us in Eatontown NJ to purchase a crib for my newborn on October 25th (at the time my newborn was just 2 months). The sales associate helped me place my order and said it would arrive in TWO WEEKS. It is now 2 months later and I have yet to receive my crib. I called multiple times and they assured me the would "look out for it" after spending at least 15 mins on the phone finding my order. I Recently called this past Thursday to find out my product was shipped to Toys R Us instead of the store I walked in and purchased my crib and after me explaining the major inconvince the manager said he would have the crib shipped to my home. He mentioned I would receive a call from the delivery team either the next business day or the following monday. That call NEVER came. I called and they told me I should recieve a call from the delivery team by Wednesday and if not to call back. This is beyond ridiculous. I payed over $400 for my crib and converter kit well in advance so my daughter wouldn't outgrow her bassinet. Unfortunately she now has to sleep in my bed because of the major inconvenience. I was lied to when they told me my crib would take two weeks. Waiving the deliveryear charge shouldn't be a reward for their mistake. I need my product and I need the people involved in my order to accept responsibility in their mistake. Noone called me when my crib arrived at Toys R Us. I got no email. No automated call. I am beyond disgusted with the sales team and will be taking my business elsewhere.

I made a purchase with babiesrus on December 5th in the amount of $51.46. They shipped the order in two boxes and debit my account again for $43.25 and then $8.21. The transactions have posted to my account and yet they still have an additional hold for $51.46 on my account. They will not release the hold until December 19, though they have already been paid in the 2 separate charges.

On Nov. 22nd 2017 I ordered from ToysRUs.com online store two items for a birthday gift for Dec. 9th, 2017; a Fisher Price Laugh & Learn Tablet-gray, and a VTech Smart Shots Sports Center. I received the VTech toy, but not the 2nd item. Instead they sent a Moana Adventure outfit? After contacting them, being told they would send correct item, I still have not received it. I'm taking it to the store for exchanging. What [censor]!

Don't do business with them unless you want a lot of headaches.
The item I bought arrived damaged and of course, I wanted to replace it.
I wrote several emails to their customer service, but none of them were answered. Then I tried to call. Same result.
It's such a huge company, what's going on with them and why do their treat customers that way? I am sure they got all of my emails, so that's why I don't understand what's so unusual they think I want?

I tried to place an order of toys for my sons birthday last September. I always checked almost everyday every minute every hour if they send an email confirmation of the shipping but nothing and keep going to my accounts and put the order number and says shipping to my address. So last December I tried to place an order again it's a toys vt hinday truck for my sons Christmas gift and decided to call customer service about the September order and December 1 when the first agent said my September 2 order got cancelled for no reason. So I let her check about my December she said still processing. What's worst was that the first agent I talked to seems not interested talking and she seems like I woke her up and just woke up. That's crazy very disappointing! I called again and every time I call always have to wait 45-1 hour to speak to an agent and the second one told me that my September 20 order was so confusing why it got cancelled lol. Toysrus really? Are you for real.! Not tell me about my second order for my sons Xmas gift if you are going to send it or just never bother telling or sending a cancellation email again. Very disappointed of toysrus

Was very rude when me and my son on Dec 1st was trying to purchase a fingerling monkey they would not let my son get one they were saying no he couldn't he don't have his own money to pay for it when he absolutely did there is no signs saying a little boy could not purchase one or anything in a store like that was just so disrespect to me and my family I did like how she said it and also the guy told me no he can't when he was a customer in the store that day now that was bull [censor] what they pulled on my son I will like to and will get in contact with some one higher up if u don't resolve this with me

I went yesterday nov 28 to pick up and order I placed at the nanuet ny 10954 store and the whole thing was terrible. Ended up waiting over 45 minutes. Had to go inside twice and even then no one had any idea of how the pick up service should work or where my package was.
I called this morning to complain and the customer service lady told me "oh that's terrible"and that is it. I worked for toys r us and we definitely weren't trained to provide such horrible service. From ignoring customer, to making them just stand there waiting for 15 minutes without an update to finally just being handed a bag without any sort of apology or even a comment is completely horrible customer service

When I made a online purchase with a debit card there was a good put on my account for the total amount then toys us started charging me again as the orders shipped. So after 5 days the hold was finally removed and I was over charged over 100 dollars. This is not what you want to deal with during the holiday season. They ruined Black Friday due to them holding funds then charging me for each item again.

I tried placing an order for the Hot wheels Super Ultimate Garage playset on 11/20/2017. On the Toysrus website this item was $149.99. There was also a 15% off entire order promo & a 25% off of hot eheels playsets, along with a few other toy items. Whenever I tried to order, I was knocked back to the home screen. Today 11/21/2017, when I tried to order, it's $199.99, no promos & I can conveniently order 2 online or in the store. No shortage of this item coincidentally! Now that the price has increased. I will take my $ & business to Walmart, Target, etc. Not to mention, I called customer service & 1 rep said, they'd match the price after I was told they wete sold out. I then pointed out that I was on the website & they had plenty in stock, including online & another said no they couldn't match the price. ToysRus...u will not make $ treating your customers this way. If you advertise something on your website, you should honor it.

I can not go on toysrus online website.it gives me message "U do not have permission to go on toysrus website from this server." I have been placing and removing items from my shopping card because I have a limit how much I can spend". Now when I was ready to purchase this items, they denied access. These actions of the technology person are just decreasing the profit for toysrus, and they r saving people's money.

I once was a loyal customer woke up today to go get in line to buy Jeffy Funko Pop Some people have been waiting since 6 in the morning doors open at 9 we get in and you guys only have eight there was at least 15 people in line some of those loyal customers are just wondering how a toy being hosted by you made for you and you only have 8 of them then you have the manager coming around the back saying that there's plenty online just so that she doesn't get in trouble because corporate didn't send enough makes me think the reason why you guys are slowly going out of business you're not hosting toys like you used to

As advertised 30cm paw patrol bike with handle $99 also available in paw patrol Skye. Yet when l went in store to purchase this item only the paw patrol bike (blue) comes with a steering handle not the Skye (pink) version. When l showed the manager the advertisement pointing out that it doesn't say that anywhere, his answer was that's just the way it is. As l wanted a pink bike with a steering handle as advertised, l asked if l could choose another pink bike with a steering handle & get a small discount, the answer was no. It was more the managers zero care factor that got me the most annoyed. So due to his terrible customer service l will now be taking the false advertising further.

Was in store, and urged to open a line of credit for the savings offered.
Was told how EASY it was to sign up, for rewards.

I signed up for the credit card. The rewards card.

To date I have spent 504.00 in store purchases, yet not received any rewards.
I have called customer service. The credit card company itself. The rewards customer service number, and been told the "case is open" and they are hoping to resolve it.
currently nothing has been resolved.
IN a day where consumers have choices, and time is worth money- as a mother of many who purchases often, to have spent 3 + HOURS trying to collect rewards for money I CHOSE to spend at their store, compared to another- I find ridiculous. From start to finish.

Will be paying off the balance of the card I was urged to open - since the benefits offered have never been received- and thus far- no one in customer service seems to care to remedy that.
Congrats on sending another mother to Walmart or Meijer.

I placed an order online for a stroller because it was $30 cheaper to place the order online and pick up in the store. It was a Store Pickup that stated it would be available to pickup within the hour. I went to the store only for them to tell me that it was not in store and that it was in the Distribution Center and it would not be in store until the next time they get a delivery from the DC - which they were not able to state when the "next" time would be. I attempted to call 1-800-TOYSRUS and was on hold for 55 minutes waiting for someone to answer the phone. Once he answered, he could provide me with NO information whatsoever. No idea of when I would be able to pick it up. He had no idea where it was or when it would be available and suggested that I wait another hour to see if I got an email with the confirmation. This was Saturday. It is now Monday morning and still have not received any indication of when I will be able to pick up the stroller that I purchased and when I check the status online it just states "Awaiting Fulfillment" with no estimated date. I tried to call yesterday to cancel the order, since I know that it was in stock at the Babies R Us (which is 1 mile away from the original pickup location), only to be told that they are not able to cancel the order and I would need to wait another 3-5 BUSINESS DAYS to be able to cancel, and after that it would take another 3-5 BUSINESS DAYS to get it refunded. I will never order online with TOYSRUS or BABIESRUS ever again!