Toys "R" Us
Reviews and Complaints

As an expert in the world of toys and kids' products, I have mixed feelings about Toys R Us based on the reviews I've seen. While some customers praise the great selection and helpful staff at certain locations, others have expressed frustration with issues like late deliveries, poor customer service, and unclear return policies. It seems like the experience can vary greatly depending on the specific store and situation. If you decide to shop at Toys R Us, it might be worth doing some research on the particular store and product you're interested in to ensure a smoother experience.

Toysrus in Upper Canada Mall is ridiculously offensive and unreasonable. My kids were happily shopping for their Christmas gifts in the Pokemon aisle in the electronic section and put two boxes on Pokemon cards in a shopping cart. They kept walking around in the store, but all of a sudden they were stopped by a shopping assistant accompanied by a security guard from the mall saying that the kids should not bring those Pokemon products outside of the electronic section. To clarify, they were still shopping around in the store and excitedly showing me the gifts they wanted. They were NOT even close to any door or exit of the store! I talked to the staff after checking around and finding NO sign restricting customers to keep those cards in any designated area. This is simply a hidden policy that they assume all customers and newcomers should know. The store staff, Crystal, kept telling me that she also has kids, which was certainly not relevant to justify her decision to call a security guard to approach my kids at all. When I patiently asked her if there is any sign in the store, particularly in the electronic section, regulating customers' to keep all the products in that section, she failed to answer my question and failed to explain why she assumed that EVERY customer including young kids should be aware of this hidden policy.

More importantly, three of my kids were shockingly threatened and scared by this absolutely unpleasant shopping experience. They have been working so hard over the past months to earn this opportunity to do their Christmas shopping in a toy store, but yet it ended up with this insulting experience! I would recommend all parents never and ever bring their innocent kids to this so-called kids-friendly Toyrus in Upper Canada!

I bought a polaroid watch on the 15th of December 2021 from Toys R Us Richards Bay, On opening the watch it did not work and couldn't charge so we returned it, I then bought the PA86 polaroid watch on the 20th of December 2021, We had this watch until 02.03.2022 then the watch became faulty, we then took the watch to Toys R Us Richards Bay for a refund, they said they have to send the watch in for repairs. I waited 3 weeks for this and unfortunately I was forced to deal with Home Mark myself because I get no feedback from the staff member at Toys R Us Richards Bay. HomeMark informed me that they will replace the watch again I did not hear anything from toys r us. Once the "replacement" watch came back on the 23.03.2022 it looked like a second hand watch full of scratches etc, but we used it because as long as it worked we would be okay. But by Saturday 26.03.2022 this watch again wasn't working. I contacted Toys R Us who gave me the whole speech of they cant believe homemark service is to bad I then again myself had to contact Homemark sent emails and videos of the faulty product to which I was told that I have to send in this watch again for assessment, all I want is my refund I am entitled to it according to the consumer act. I DO NOT want another replacement. Why is it that the place that took my money from me (toys r us) is not dealing with this issue for me? Instead I am told we will phone you back which never happens and then when I phone for feedback the lady I am dealing with tells other employees to let me know she is busy with receiving stock. Why is toys r us not giving me my refund and then the 2 companies giving me bad service can then give each other that service?

I bought this noon for my kid. (attached) kid just had vaccination in the morning. Bought her to toysrus @ waterway point outlet to choose a toy to cheer her up, she spent 1-2 hrs finally making a decision to buy the item. On shelve its labelled as 12.99, made payment, cashier scanned 29.99, my wife chosen the toy so i'm unsure of the pricing and they are waiting for me outside, upon realising price diff, I went back to cashier to verify, cashier scanned, went to shelve to check, came back with respond wrong pricing at shelve and they can't do anything. My wife is carrying my kid and r hungry waiting to go for lunch, i'm reluctant but have to leave first and lodge this complain till I get back home… I personally feel this is very unethical for a big retail chain to operate in this way not to honour their pricing.. If u put wrong price. U shall sell it @ the indicated price. I demand for an price diff refund / voucher…. Etc… this is very unprofessional.

I took my daughter to the toys r us store in gateway to get a present for her. She had eaten her kinder joy surprise egg prior to entering the store and the empty container was lying in the trolley. The female black security guard stopped us at the entrance and put a sticker on our pampers wet wipes but didn't worry about the kinder joy which was already empty. We cashed our goods and were walking out when she stopped us checked our slip and the asked us where we got the kinder joy from. I told her that we had the empty container in the trolley when we walked in and she said no, we took it from the store. I didn't want to get into an argument in front of my 2 year old daughter so I told the lady that she should have checked the trolley properly before we entered. She rolled her eyes as I just walked out the store. She continued to talk loudly about us to the other black security guard telling him we took the kinder joy and it's in our trolley as we walked away. I am no thief and that is defamation of character. They should have checked the cameras before being so disrespectful and rude to there customers. I will never visit that store again

Dears
I bought a stroller for my daughter on March 16, 2021 and they told me that I have one month time to return it. after I checked it is not as strong as I think when I return to the shop on the 10th day and asked for a return.. then the cashier told me to fill a form and tried to scan the stroller to refund my money. then the receipt number that I have and the number on the stroller package are different then she talked to the manager about the situation. Instead of correcting their fault they started to take out the stroller and told me that I used the stroller so they are not able to give me the money back, I told them I didn't use it plus the reason they gave me this reason is just to cover their fault that they sold me a wrong item for additional 70 dollars, just because they don't want to accept their fault they told me to take the stroller back to my house even without giving me the balance I paid wrongly. I was so pist off, it was not my first time to buy items from the shop. what does this mean? is this customer service?

I placed an order last week online
Date 26 Nov. 2020
Order #[protected]
I have tried for an entire day to try and get through on various contact numbers which all just ring endlessly
(Tel: [protected])
I then tried various social media platforms as well as emails to customer service and am yet to get any kind of a response.
Being the year of COVID I thought it be a good idea to shop online (more than R3 000 spent) Boy I was wrong. In fact with all other online purchases the service was efficient and contact made immediately, except for TOYS R US
Dissapointed

March 15, 2020 I order two little tricyles. I received email that they both were shipped. The one tricyle was delivered within a week, the other has not. Canada Post is indicating they have no item attached to the tracking number given. I have paid over $230 on my credit card. I have now sent 5 online complaints with no response. I also paid shpping costs.

On Nov 19, 2019 I placed the order No. [protected] with an amount of $68.98 CAD, against an L.O.L Surprise Pop-Up Store, the money was paid through credit card, the toy was NOT delivered until this date.
ten days later, on Nov 29, 2019 I placed another order No. [protected], but this time the toys were delivered to the same address successfully.
Kindly take the necessary action to deliver the order No. [protected] the soonest otherwise I will be expecting a complete refund of my lost order.

thank you
Ramez Fraiji

fraiji.[protected]@yahoo.com

I have a complaint on delivery of an online order from Toys R Us.

I ordered a number of toys (order number is [protected]; worth >100 dollar with 'free shipping') 26th of October. About half arrived within a few days. I have no idea if I will receive the rest or not (it is now almost 2! weeks past my order date). I guesse what frustrates me most is that there is zero communication from Toys R Us. I have emailed twice with a request to:
1) obtain any information if Toys R is planning to still planning to send me the remaining items in my order (>50 dollar)?
No response from Toys R Us.
And in the second email I also asked for:
2) a cost specification of items sent to me as I want a refund for any shipping costs they may have charged if they don't send me my full order? I think that is fair as I ordered for >100 dollar which should be eligible for free shipping (and otherwise Toys R Us should have simply asked me how (and if) I wanted to proceed with the order). The order number is [protected]. The items I am missing are 1) VTech Kidizoom Twist - Pink - Bilingual, UGS: 9E959070, Prix: $59, 99, QTÉ: 1; 2) Hatchimals CollEGGtibles - 2-Pack Egg Carton with Special Edition Season 4 Hatchimals CollEGGtibles (Styles and Colors May Vary), UGS: 12E4B595, Prix: $2, 98, QTÉ: 2
3)TEENY Tys TIGGY - tiger reg, UGS: E8B82D21, Prix: $2, 78, QTÉ: 1.
No response from Toys R Us on email #2 either.

I am usually quite patient and understanding, but I feel this zero communication is disrespectful and rude frankly. If not resolved very soon, I am going to cancel my order(s) and will never ever shop at Toys R Us again.

The best solution to me is that Toys R Us just sends me the items I ordered within a few days (not weeks) with proper communication for what is happening to each item in my order so that I can cancel the order if I deem the service too poor.

If this solution is not possible, please cancel the order (and, importantly, let me know that it is canceled as I want to finish my Christmas shopping for toys soon, and then at least I know that I should go somewhere else); 2) refund charged shipping costs; and 3) provide me with a gift card to make up for the frustration caused.

Hi there I buy a new baby swing on april 15 from toys r us queens and west dr brampton. ON Canada. Today on date of 25 may I call in store and lady said yes they can return it I went to store with toy and lady refuse to return the product bcs she said its used only one time but still she cant return. She was very very rude. Her name was. Sitashi. Manager of store. She wasted my time and my cars fuel and I told her that baby even cries more in this thing whats the point to keep it. Its garbage for me know. But she refused. That was totally bad customer services for us. Pls let me know how can I return it.
Thanx. My email is [protected]@yahoo.com

Date: 23 March 2019
Store Location: Airport Junction Mall, Gaborono
Product: Inline Game (not working properly) and Stats Blast Guns Pack (not working properly)
Desirable Resolution: Replacement of the toys in Abu Dhabi or Refund

I am surprised, as the company ToysRUs is famous for its toys, selling the products which are not working properly. This is very disappointing and has brought down the expectation of kids in the toys.
I personally recommended to buy toys from ToysRUs many times, now I my self, unable to explain the kids why they are nor working.

The kids are unable to load the gun and fire the bullets, which is the basic quality check that was supposed to be done before packing the produce, so is the case with Inline game where coins are not getting properly inserted into the slots provided.

I am attaching the pictures of both the products for your reference.

Inline Game and Stats Blast guns not working properly. On 23 March 2019, I have purchased Stats Blasts Guns dual pack(which has two guns in one single pack) from Toys R Us stores in Gubarono (Airport Junction Mall) Botswana. In Inline Game coins are not getting properly inserted into the slots and in the guns pack, guns are not working properly. Looking at the brand name of ToysRUs, I didnt check the product there in the store. To my surprise once reaching home(Abu Dhabi), kids were very disappointed with the product. I am a resident of Abu Dhabi and visited Gaborone. Purchased these surprise gifts for my children and to my surprise none of them are working properly, which is very disappointing. Let me know how are you going to address this concern at the earliest.

Expecting a positive response at the earliest.

Regards
Indu Sekhar
+[protected]
[protected]@yahoo.com

I am writing this email to request an urgent help. On 31 December 2018 I was at the store mentioned above to top up my layby of an Electric Breast pump. I wanted to top it up with R600, which I used my FNB bank card. The lady who was assisting me claimed that the money didn't go through on their system even though it gone through on their speed point. I tried my card 3 times for an amount of a R600, the fourth time I tried with my partners standard bank, bank card. I left the store after trying all the cards and it has been confirmed that the money didn't go through from any of the cards.

When I got home from the Store, I received notifications of X3 R600 for payment in the same store which they claimed the money didn't go through. Even my partner showed me that the money gone through from his bank account as well. I called the store immediately to query, I spoke with the person who claimed to be a manager. The person assured me that the money will reverse itself within 24 hours.

Up until today, the 28 of January 2019 we haven't received our money after running up and down between the bank and the store. We have provided them with everything they requested, such as bank statement, and even showed them the bank notifications. I even called their Head office, but still not received our money.

The lady who was assisting me with a name of Gladys at the store refused to talk to me after I dropped the phone on the day I made a call and she told me that the money didn't go through but having all the documents proving that the money gone through.

At their head office I spoke with the a lady with a name of Bianca who was very rude to me, who even told me if I want to be reimbursed for the phone calls and the money I used for transport sorting the matter I will also have to reimbursed her for returning my call.

I am very hurt with the way I am treated and for the fact that the company is keeping my money. The Store Assistant Manager keep on telling me the money will be reversed after 10 dayds, but till today, I haven't received it. The rude Bianca from their head office had never came back to me after telling me she will investigate the matter and it will be resolved within 36 hours, its been more than a week now and I haven't heard from her. Even my partner hasn't received his money.

I have bought from Toys R Us, paid by credit card and never recived anything..
Not even a confirmation for the track number.
I have called and nobody answered and a few phone numbers have been disconnected.
So, I would like a suggestion how can I get a refund from this company...
Extremely disapointed...
Contact number doesn´t work...
Non of the numbers informed works...

I am complaining about recent (27/06/2018) purchased baby products "Bright Starts" from Bankstown Toys R Us, the Vibration Unit where battery is installed had faulty connection, I called your Bankstown store (02 [protected]), your staff replied to me "you can swap or exchange" so because of the bad weather I didn't go and yester (07/06/2018) I intended to go but I rang before and to let them know I was coming your staff said me, Toys R Us has a new seven day selling policy, you can't swap or exchange it now, sorry but your problem, we can't help, and its receipt did not show me anywhere about this seven day policy, when I first rang the store they never mentioned this. I believe I have been mislead deliberately so I could not return the product and that's not right or fair.

My contact mobile [protected]

I don't know if im contacting the right department but i purchased a Disney Minney walker from the babies r us store online, on the 6/03/2018 and my 7 month old hasn't been in it for that long and its the second time that something gets stuck in the front wheels which makes my baby not be able to walk properly, its hard for her to move and its impossible to get whats in there out! Last time a bit of string and now hair is wrapped around them and unfortunately the way the wheels are made we can't even get them off to remove it. This is a problem and wondering what you are going do about it considering it wasn't even cheap to buy, it was $162.46 so i am expecting it to last!
So if you could kindly do something about this it would be great because as a customer im not very satisfied.
I have tried contacting toy's r us by email and have had no answer

The past week I have received multiple emails from Toys "R" Us about their going out of business sale and that the website is no longer allowing orders to be place. However, the past two days I went on their website to see if I could see anything that had a really great deal for 30% off storewide like the site said. Well when I go to the main site I get a pop up message that states the following:" ...We have shut down our websites for any purchases, but our BRICK and MORTAR stores are opened for business..." To be honest toy's r us has not ever used language this way. If the website has been shut down then why can you add your information, log into your account, etc.. The emails I get at my email address are giving out two different ways of communicating to customers of what is going on. I find it very unusual that I get emails to take me to a link where I can find deals and if its not too late can even order online, but then I type in the address I always use like I stated above, but instead of getting the regular and well known webpage I get a webpage that looks very different, had a location of Wayne New Jersey, and said it is encrypted and when the toysrus.com is typed in this is the website that pops up. https://www.toysrus.com/?ab=TRU_Header:Utility2:TRU-Logo:My-Account. I am only concerned and don't want anyone to be scammed. I have dealt with Toy's "R" US for the past 20 years and not once did I run into issues or announcements that read the way that this did;"Our Brick and Mortar building are still opened. I was there yesterday and I overheard 3-4 other customers stating where are the big sales, Why am I not seeing 30% off store wide like it says? Not only did they have no 30% off storewide, but what they did have was like 10% and 5 % on things that were out of season, or older versions of products that they along with the new items and just a tiny few of the nicer things might have a 5%, but in the end there was no real discount because the prodocuts that people thought they were getting a good deal on where actually in fact had there prices raised up almost double . The spirt surprise box was $6.99 at Toy's "R" US and then at Walmart it was $4.99, and a smart watch at Toy's "R" US was supposed to be 30% off but instead it was only 10% off and if that was not bad enough. The watch was supposed to be on sale already plus the 30% off, but it was 54.99 with the so called sale and extra 10%. Then Walmart had the watch and it was $22.00 so this is some type of scam if not two scams at once form toys r us or one from another scammer who is hurting them and us and then toys r us are also doing wrong by price gauging. Which I thought was illegal.

Tonight while waiting over 20 minutes online at the Customer Service and Exchanges line, a man walked up and asked for price check. The cashier, Danielle, proceeded to check the price and then began ringing him up as we waited to be next. Instead of apologizing, she told us that "maybe you shouldn't be shopping so late." Danielle proceeded to be nasty with us. A horrible, customer service experience. Her language and behavior is exactly the opposite of what you expect when shopping at Toys R Us and has left a really bad impression on me. I refuse to shop there again.

order #[protected]
On November 24, 2017 I placed an order online for this Hoverboard for my daughter for Christmas. To this day, I have not received the item. I have called 5 times now and spent a total of 10 hours on the phone with multiple representatives and departments. The first 3 times I called, I was assured that I would be credited back the $508.79 so I could go to the store and purchase this item. FedEx claims they delivered this item, but I never received it. The last two times I called, I was told that I would not get a credit afterall. This whole situation has been extremely frustrating. This is the only present my daughter asked for and 3 family members put money together to get this for her. Today, she still does not have a Christmas present because I do not have the money to put out for this again.

I am extremely sorry to hear Toys ‘R Us is going out of business. I have been a loyal customer for 20 years.

I would really appreciate this matter being resolved so I can finally get one for my daughter. I no longer have the debit card I used to purchase this, so if you can send me a check, that would be great. If you need my new debit card number, I can supply you with that.

Thank you for your help resolving this matter!

Birte Bueno
1703 Algonquin Road
Frederick, MD 21701
[protected]

I bought the graco dream glider on 2/22. The box was taped and no signs of previous opening when I got home opened the box it had been purchased and all part were unwrapped and not hooked in. Thankfully all the parts were in the box. But there are paint scratch's on the outer assembly I didn't have the time or patience to bring back I put together. It looks like someone used this for a couple days/weeks and then returned so I basically paid full price ($153) for used product. How fair is that to me

Horrible service...payed for 2 day shipping and it's the 3rd day and the product still hasn't shipped and they said I will get it sometime next week my sons birthday is Saturday and we are out of town so I will be back home in another state when it's supposed to be delivered and I cannot cancel the order or get a refund until I get the package... will never order from here again this has been a waste of time and money