Toys "R" Us
Parsippany, New Jersey
United States - 07054
Toys R Us is the worst ever. I thought I purchased a new Play Station 2...When I opened it at home it was a used/broken one. I took it back immediately with receipt and they said, "tough luck." They basically accused me of making a switch. I spoke to a supervisor, manager, and someone in the corporate level. I was the victim here and was made out to be a criminal . It is criminal that they have my $140 and I have nothing. They treated me very rudely and had no concern on what happened to the merchandise somewhere along the way. The preferred to put the blame on me. I WILL NEVER SHOP THERE AGAIN AND WARN OTHERS NOT TO EITHER!
Today actually toys r us was having there doorbuster sale. Now I have been waiting over 2 weeks for a certain toy to go on sale. I called everyday to the store about it being avaiable and every time the workers would ensure me that the toy is avaiable and would be on sale and it would be in stock. Anyways the sale started at 3pm and went to midnight. I went to toys r us at 2:30 to wait for the sale. By the time I got there the toy was gone. What they forgot to tell me was that the ad was WRONG the sale started at 9am then why does the sale ad SAY 3PM? Never the less i went somewhere else to get it and I got one. btw, no rainchecks and they only had 10 in stock. and i saw a women walking out of the store with 4 OF THEM. How can they let them do that!!! WHAT A JOKE!!!
Someone gave my daughter as a gift diapers with the Toys R Us name brand. They did not give us a receipt and instead of being rude my daughter accepted them even though she knew they were the wrong size. A simple exchange we thought! Took the diapers to the store in Gainesville and they said it was company policy not to exchange without a receipt. We did not want money just the correct size diapers. They had no flexibility and when I called the company phone number they said the same thing. We wanted no money just the correct diapers. I don't think this organization cares about customers or customer service. The whole attitude was we don't care. I am never-ever going back to the place and I am going to tell everyone I know. As consumers why do we put up with this stuff? Sure I can understand not giving cash back with no receipt or even a store gift card. But just to not allow an exchange is just plan mean and hurtful. Basically no one cared that we had their product and couldn't use it. Instead of helping to make a loyal customer they blew it. I just don't think anyone we spoke to cared a bit about us. People deserve much better; we are human beings.
Be aware if you go to work for Toys-R-Us, you will not be protected from workplace violence!!! I have been an honest and hard-working employee with no complaints on my record. I was verbally attacked and threatened by a co-worker while the store manager and an assistant manager just looked on. I was on-the-clock and she was off when this took place. We are primarily evening workers and work 3 to 4 nights a week together, when I told management that I was uncomfortable working with such a volatile individual ("POSTAL"), I was told that if I was uncomfortable working with her that my hours would be cut, not hers (?) What is this about? This same employee has had multiple confrontations with many employees (sometimes in front of customers) including two managers and nothing is done to her; she gets rude with customers and still nothing is done! Isn't this considered "Workplace Bullying" or "Workplace Harassment", both of which are illegal for her to do and illegal for Toys-R-Us Management and H.R. to ignore? What is it going to take, someone getting permanently injured or killed for Management to take this serious and take action? Enough said for Toys-R-Us!!!
I ordered goods from Toys R Us online and was horrified to be charged a "remote & rural surcharge" of £5.00 on top of normal delivery charge of £4.95. I use internet shopping frequently and this is the first time I have been charged this surcharge. Even more surprising is that I live in Aberdeen, well linked by air, rail and road. I contacted all the couriers that Toys R Us use, and they all told me that it was Toys R Us who charged me this surcharge and that they would not have charged me this as I live in a main UK city. What annoys me even more is that their Aberdeen store is a 10min walk from my house, but the store did not have the goods I wanted in stock. I have contacted Toys R Us several times to get the surcharge refunded but they refuse. They have not replied to my last 2 requests.
I tried to write a check at toys r us on 10-14-09 for $20.57 and it was declined by certegy and the slip I was given states I have a nsf check, which I do not, this was very embarrassing. I have tried to contact certegy and get only a recorded message which is no help at all. (Two different toll free numbers.) I have never had anything like this happen in my 50 plus yrs writing checks and don`t understand how someone can do this. I had written 3 seperate checks the same day with no issues??? From what I see from other complaints I have read I think its time we all get together and seek legal action to get this stopped. You are runing good peoples names who have done nothing but work hard and try to follow the rules of society. I want this resolved now...
My daughter bought a bike and within the first week its been back several times, the last time because the disk brakes seized up throwing her off the bike! On asking for her money back she was refused, with two managers shouting at her in front of other customers and saying there was NO fault and she would be getting no refund. On showing the managers a print out from trading standards, my daughter was also told, " that means nothing to us!" ( obviously their shop staff are mechanics as well as 'well briefed' on the sale of goods act !) so now its now in the hands of trading standards.
Personally, i'll be giving this shambolic bunch of numpties a miss in future! Don't go there, they couldn't organise a bun fight in a bakery!
I ordered a Fisher Price Smart Cycle for my 4 yr old grandson from Toys R Us on Dec, 2 2007 and received a Fisher Price House Learning Home for a 1 yr old child on December 10, 2007. I called ToysRus and they admitted sending the wrong order but I was told I had to return the item and I would be charged the cost on my credit card until the merchandise received had been returned. I was also told the item originally ordered would be an additional charge to my credit card in the same amount and the item would not be guaranteed for Christmas delivery. I told the "extremely" rude customer rep that those terms were not acceptable to me and requested to speak to her supervisor, I was hung up on. I cannot afford to add an additional $120 to my credit card without an immediate refund from this company. I requested they deliver the correct item and pick up the one they sent in error but that request was refused.
I hope something can be done about this and I am stunned that a company like Toys R Us can adhere to such a shameful customer service policy. After all, the mistake was theirs and I have email documents to confirm my order.
Think twice before you use this company.
We purchased a gift card for a baby shower from Babies R Us for a cousin. She went on a shopping spree and then got up to the cash register to purchase and the card had a zero balance. She had to pay out of her own pocket after spending hours shopping and then let us know.
We were embarassed and immediately contacted the store we had purchased it and found out from the manager that this had happened a couple times lately. He told us to fax the receipt and we got a case number on August 4, 2009. I immeidately called and asked for a refund but was told that it had to be investigated by the fraud department and they would get back to us in 7-10 days. I spoke to a manager and was told the case would be expedited.
I called back on the 13th and was told that I needed to wait 7-10 days and I counted out the days to show her that it was already over 7 days. She then said it would be 10-14 days and her manager agreed. I called back on the 19th and was told there were no updates. I called the store manager again and he said he would try to escalate this and call me on the 21st. No call back.
I spoke to another csr today and was told no info and she would redtag my case. I had asked for this repeatedly and was assured on all previous calls that this was being done.
So finally I searched online and saw that this is an ongoing issue with Toyrus/BabiesRus. I guess the only way to get attention is calling corporate, so come Monday that's what I'll do. This is the last gift card I'll ever buy, and definitely no more ToysRus.
On June 2009 we went into this Toys R Us store to exchange 2 small items which were given to my son as a birthday gift on Monday. We were informed that Toys R Us has a new exchange policy. The policy states that if a customer does not have a receipt that they cannot make any exchange. I understand that a company needs to protect themselves from fraud. But at what cost? We were not asking for a big favor, Just to be respected and not treated as criminals. We were told the items were purchased at Toys R Us by the gift givers. But this new policy in effect calls us liars. What a poor customer service policy. I will tell everyone I know about my experiences at Toys R Us. The long standing quote of, "Make 1 customer happy, he may tell 5 people. Make him unhappy, he will tell 500" is very true. I am well on my way. I will never purchase anything from this place and will verbally make others also aware of this.
I work as a stocker at toys r us. I've never had a problem with my fellow associates until last season. For two months I was continually on a daily basis humiliated, harassed, cursed at, stolen from, had my things destroyed or broken, and made fun of. I reported again and again to my manager what was going on. Others seeing what was happening reported the abuse as well. We were all told that the case was being reported and filed, and would be taken care of. Finally one night one of the seasonal crew threatened to rape and murder me and laughed as he walked away. At that point I was broken and asked to be let go. The manager begged me to stay and said she would see to it he was gone by the end of break, I agreed to stay for the managers sake only. At the end of break I was called into the office and told he was just joking around and since no one heard or saw a thing nothing could be done. Then the supervisor told me that "I had to admit with the kind of girl I am I deserved what I got." for a week none of the other seasonal crew bothered me, but the one who had threatened me. He would push my freight off the pallets. Dump my shelves onto the floor, throw cans at me at the bus stop as I waited for my bus, petty small things. He finally pushed my freight off the pallet in front of me, and I snapped and yelled not to touch my freight rapist. At which point I was reprimanded, and told that he was innocent of any wrong-doing, it was my fault and I could't say anything to him at all. I at that point left the building. When I returned as the store opened, I went to see our h. R. Person. I was under the impression that the situation had been reported to her. I was wrong. She was stunned at what I told her was going on. She said this was the first she had heard of any problem among the over-night crew, and she could't believe this was happening to me, as I was crying, and I am known as the "happy" person in the store. Always smiling upbeat, get the job done kind of girl. After being assured that she would take care of everything and to just go home and take a day off I went to collect my things when I noticed my bag had been ransacked. Someone had stolen my ds and several games out of the managers office. As the store had opened but minutes ago I knew it had to have been stolen by one of the over-night workers. When I asked to see the tape I was denied and told there was no concrete proof on who took it, neither would they ask the workers to turn there pockets out before the exited the store. Nothing came of my complaints. I was removed from over night. Losing the extra pay that comes with working over-night, half the hours I regularly work, and I was humiliated. The crew was told I was removed as the problem and it was all my fault. The ones who haressed me for months as well as the one who threatened me faced no repercussions at all. They retained there job, the money and the extra hours. I was teased by the mangers with the idea that they would replace my ds, which is all I really wanted, but finally a month ago I was told that wasn't going to happen. Since season ended my hours have not improved at all. I have regularly been ten hours under other employees with half the experience of me, which is a regular tatic og toy r' us to get rid of people insted of firing them as that looks bad. It got so bad I had to get a second job. Now with season almost upon us again it has been let slip that I am to continue to be punished, by not being allowed on the night shift, while new stockers who don't do there job right will be. Thus once more I will be losing money and hours, something I can't afford. Toys r us has gotten away with what happened to me. I was unfairly punished for defending myself. Put into a situation of a unsafe work place. I still have nightmares over what those guys did to me, and to this day I don't like being alone around men I dont know. I can only hope that this dosent happen to anyone else.
i went with my son to toys r us to buy a wii game system.earlier we saw a promotional offer, upon returning we inquired about said offer (wii system 20 dollar gift card and 2 free accessories-25 dollar value) the gentleman in that department did not no what the accessories were, he called the front desk and and you could hear the lady reply"they don't know what there talking about"so the gentle man said choose an accessory, so i grabbed a paddle and proceeded to pay for it and so it didn't ring up right., so the lady from up front came to assist, she disclosed that it wasn't the right accessory and showed me paddle cases, by this time other customers are starting to inquire, and i pointed out that the ad didn't say what accessories it was .and at that time another customer said heres a wii sign with accessories listed on it, by then the store manager intervened and stated only these items [paddle cases] and then I said your ads don't say which items, and then she snapped at me and said these items do you want it[it scared a child of another customer] i replied you don't have to snap at me she did apoligize, i then asked for the number to your corporate office and she gave me it along with her name.three other customers gave me there names and wanted to complain as well the father of the frightened child ..so i proceded to buy it as my son was looking forward to it, after ringing it up i look at my receipt i'm overcharged 21.88 i point this out so they try again and so they try to hand me 1.88 and this isn't right so they try again and hand me 20.07 this isn't right, i say you forgot the tax, finally over an hour later and pressured into an accessory i didn't need i finally got out the door.
Toys r us retains the right to not provide any documentation for the health insurance enrollment. Yes that'...
On Tuesday May 5, 2009, I had the opportunity to visit store #8830 to purchase my son a gift. Once we picked a toy, the salesman (Amohd) was great. He gave us an opportunity to test the New Powering Scooter ([protected]) out, which was great. He assisted me to the checkout counter. The cahier was also great and polite. I asked her did they offer military discount. Being that she was unfamiliar with it, she then asked the manager on duty (JJ). Over the walkie talkie he responded "yeah if they work for toys r us and in the military". That comment was inappropriate and unprofessional of him. A simple yes or no would of suffice.
Every time I have tried to order from their website they end up removing things that were labeled a...
Toys R Us in Times Square advertised they offer indoor viewing of the Macy's Parade to be above the crowd and out of the weather...of course at a premium price. What they do not tell you is (this is a quote from the Toys R Us manager in the store) "They will not raise the shades with their advertising off the windows." so it is impossible to see anything outside when inside the store. To see the parade I went outside and stood on the curb, which I could have done for free. I along with 230 other people paid big bucks basically just to use their restrooms. Of course they will say they were contracted by a tour service to use their building and this is not their fault. Wrong, it was the Toys R Us store Manager that would not raise the screens on the windows. By all means go to the parade but don't be a victim of the Toys R Us parade viewing scam.
This is for all the customers who are complaining about the toys r us return policy.
Read the back of your receipt, what does it say. Its says that you must have a receipt for a return or exchange.
Not every item that leaves toys r us is paid for. A lot of people do steal, sorry to say but it happens a lot even more so due to the economy.
Here is a little lesson make sure you get individual gift receipts.
It is not toys r us fault that you either misplaced, lost, or don't want to get the receipt from who gave you the item.
If you are buying online and returning back in the store you will not get money back for the item. You will only get store credit, don't like that use the free mailing label and return the item back to the warehouse.
Once you open it you bought it! You are only able to return for the same exact item only! So make sure that you want the item for sure before you open it
No toys r us will not replace your video game because your child scratched the game disk or dropped the digital camera in the pool. That is not toys r us fault. You were offered a buyer protection plan when you bought the item, maybe next time think a little and buy the item and not risk it.
While I am on the topic of buyer protection plans:
You need to buy the protection for these 3 items:
If you don't buy the plan and the items do break nobody should have sympathy for you. If you don't think that your 5 child will not destroy a ds which is a touch flip screen handle game system then you should go lay down in the highway during rush hour, or please don't have any more children because we don't need any more stupid people in this world.
The protection covers drop damage, cracks, water damage, and other things. Do your research before you buy! But to be 100% honest on expensive items the protection is way worth it.
A word of advice don't go into the store demanding that they should do something for you. Most likely you are not going to get what you want with a bad attitude, and ignorance. Be kind and they will more than likely be happy to attempt to help you. It is easier to catch bees with honey than vinegar. The customer is not always right and mostly the problems lie in the fact the customers either read what they want to read or ignore the small print.
Sale ads are decided a year in advance (At a convention between toys r us and the manufacturers) so don't get all mad if there is only a few of the items that are on sale or none at all. What they get in stock is based on what the manufacture send toys r us. Best advice is to call ahead. Oh and yelling at the workers because they are out a item on the last day of a sale is ridiculous (Also if the coupon expired). That is your fault and your fault only. The early bird catches the worm.
Online vs.in store prices:
They are not the same so quit claiming false advertisement. Online and in-store are two separate companies, so they will not always be the same. Shipping and handling play a major role in the pricing difference.
I can’t say enough good things about this easel. Unfortunately I can’t recommend buying it from ToysRUs.ca.
This is now the second time that I have tried to make a purchase with Toys R Us online here in Canada and unfortunately this is the second time in a row that I’ve had problems.
In each instance ToysRUs wound up shipping me the wrong item, but the last instance was in a class all by itself:
Several weeks before Christmas, my wife placed an order for an art easel for our son. We order a red one. Just before Christmas the easel arrives – unfortunately it is ‘hot pink’.
My wife calls customer service. They don’t offer to ship out the correct one immediately and have the courier pick up the wrong one. Instead they tell her that she needs to physically return the easel to a store across town where they will exchange the easel for the correct one. This easel is larger than I am, and my city is socked in with several feet of snow and an ongoing snowstorm and she is supposed haul this thing 10 miles through a blizzard to rectify their mistake?
As it turns out the store apparently doesn’t take returns and exchanges for online purchases…
***good thing nobody told us to return it there***
Now I’m calling customer service where I get the run around from several employees, none of whom are interested in or able to do anything for me.
Please let me say right here that I realize that Christmas doesn’t come from a box or a store, but this is my child’s primary Christmas present and nobody that I talk to at customer service really seems to care or be interested in helping me salvage my son’s Christmas present.
“Yes there is a shipping warehouse here in my city, yes they have several easels in stock that aren’t hot pink, and no, we aren’t interested/able/willing to simply pick up the phone and ask someone at the warehouse to check that the right one is there and then send out the correct item so that it will arrive here in time for Christmas… that’s not our policy. Instead you will have to wait 10 days for the item to ship”
Perhaps they think it is an Easter present? That might explain why they aren’t interested in shipping it in time for Christmas and why the last one was hot pink…
They also inform me that that the hot pink easels may in fact be in the shipping bins meant for the red ones by mistake, but rather than have someone check immediately so that other people don’t receive the wrong order, ToysRUs insists that it would be more prudent to file some paperwork and have someone check it out several days later…
Anyhow, I finally get a supervisor on the phone who then proceeds to talk over me every time I open my mouth. I am trying very hard to be polite and patient but it is becoming painfully clear that this person has no interest in listening to me at all. And by listening to me I simply mean hearing me out, which is often enough to satisfy a frustrated customer.
I actually have to politely explain to him that I will listen to anything that he has to say with an open mind and then ask him in return if he would then extend to me the same courtesy? Alas no… I can barely get 3 words out of my mouth when he is again finishing my sentences for me and telling me I am wrong without having any idea of what I was actually trying to say.
My Christmas good cheer eventually evaporates and I let the guy know that I don’t want a 10 dollar gift card mailed to me – I want the situation resolved in a satisfactory manner or my status as a ToysRUs customer will come to an abrupt end.
After much pressure from me I finally get him to offer to send the correct item for free which is not unreasonable given that I have now spent several hours on the phone and had an unsuccessful jaunt across town and back in the middle of a snowstorm with a hot pink easel and I still have no Christmas present for my son.
He tells me to take the hot pink easel to my local post office and present them with the packing slip bar code, which he assures me is used as prepaid postage to return the item using Canada Post. Apparently he will then call me on Friday to personally confirm for me that the item was shipped (At first I was told that I had to call him back, and that only then would the item ship??? Apparently my time must be seen as some sort of infinite resource like ’solar power’ or some such).
Out into the snowstorm I go again with my 6 foot hot pink easel. This time I get to my local Canada post, eventually arrive at the front of the line and only then do I discover that ‘no’, Canada Post will not accept the barcode on the shipping paperwork as return postage for the easel which now seems to be turning into the 6 foot hot pink cross that I am destined to bear back and forth across the very snowy greater Vancouver area.
After much debate and an angry crowd growing behind me, we get the post office manager involved. I suspect that he notices that the idea of plunging back into the snow yet again with my little parcel is not an option for me and that I’m starting to lose it in the middle of the now crowded post office so he suggests that I just refuse to accept the parcel and ToysRUs can deal with the return bill.
Back home I go through the snow…
Friday rolls around and what a surprise: no call. Tuesday rolls around and I finally give up and call them back. Yes my easel is in and yes the bin has been checked and ‘no’ it has not been shipped.
Would I like a 10% off coupon?
Thank you but what I would really prefer if it is not terribly too much trouble is for you to perhaps return a small fraction of all my lost time, maybe lower my blood pressure ever so slightly, possibly provide me with a modicum of customer service and a tiny bit of follow through, or oh… perhaps, only if it’s not too, too much trouble, an art easel if you happen to have one to spare that isn’t say… pink?
At this point I learn they can ship it to me overnight.
After all of that, after missing Christmas you now tell me that you can ship it overnight? Really? At this point I’m pretty much speechless so I just thank the person for their time.
Wednesday comes and goes – no easel.
Thursday – no easel.
Friday – the original supervisor finally gets around a week from when he had promised to call me to let me know that they might have an easel.
The weekend comes and goes no easel.
About 10 days later my overnight easel finally arrives. I’m almost too scared to open the package at this point. I’m willing to bet my wife a week’s worth of vacuuming that it will turn out to be hot pink.
I wonder if anyone has bothered to refund the original purchase on my credit card yet?
I went shopping after the Christmas holiday hoping to get some good deals. I had a Little Tikes play swing and slide toy in mind for my 1 yr old daughter, who had not gotten her Christmas present yet. She was lucky receiving a gift card from another Santa, that's why I decided to shop at Toys R Us. The advertisement for the slide and swing set was $99.99 over the counter, but when I went to check out and it ring up the original price. I was shocked because the total bill was more than I've expected. I asked the cashier and was informed that the $99.99 price is no longer effective after December 24th. I was very disappointed. They should of update it or take the advertisement down. The price tag was big enough that it can grab your attention right away and a big red SALE word right above the price. The valid date was in small print. I think this is just untruthful in advertising their products hoping to get your attention and the price rung up totally different than what's labeled over the counter. I decided to get the product anyway just because I want to see my little daughter smile. I just want to let everyone know who untruthful this kind of business was and how unfair it was to me as a loyal customer.
Went to Toys R Us to shop the Buy 1 Lego Set Get 1 Lego Set for 50% Off Sale. Before I went I looked up all the prices for the items I was interested in for my kids on the lego.com website. I made a list and took this with me to the store. Toys R Us marked up all the Legos $1.50 - $10 over the MSRP the day before the sale began. So it is a non-sale. All the stocking stuffer Lego sets that should be $3.49 each were $4.99 each. So instead of costing $3.49 + 1.75 = 5.25 for 2 sets it ends up costing 4.99 + 2.50 = 7.49 a full 50 cents more than purchasing it from Lego.com. That is just an example. I went to purchase 10 lego sets and left without 8 sets. I purchased the only 2 sets that TRU Did not mark up and ordered the rest online from Lego.com. Over $99 shipping is free and if you spend over $35 you get $5 off using the coupon code (SP118) So tell all your friends to skip TRU for legos this year. It is a FAKE SALE. I asked the manager to match the price of Lego and they said "We don't do that"
They are really shooting themselves in the foot. I have no doubt they are loosing a fortune in sales due to these practices.