Toys "R" Us
Reviews and Complaints

Don't ever ever buy electronic item from Toys R Us unless you are 100 % sure you want to keep it. When I was ready to purchase the Ipod Touch 4th generation last month, I asked the worker at the cashier what was the return policy for the Ipod. He said " Just return it within 45 days." I was happy with the policy, so I purchased the Ipod. Today I took it back to Toys R Us and tried to return it with the receipt and everything in the box, but the manager refused to return it. She said that the item had to be returned in an unopen box, and she pointed at the back of the receipt in fine print. That was the first time I read about the policy. I told her I would never have bought the item had the worker told me that the item had to be returned in an UNOPENED BOX within 45 days when first inquiring about the return policy. He never mentioned about the item has to be unopened in order to return! This is deceiving! I trusted what the worker said about the return policy. He omitted the most important information about the elctronic return policy. He tricked me, and I was deceived! What kind of return policy is this that you can never open the product to see how it works before you can decide if you want to return it!? what an unethical company! They tricked and deceived customers. I would have bought my Ipod from Wal-Mart or Target where they do not have this kind of rediculous policy. I bought two Ipod from Toys R US, and I realized that one is sufficient for my family. But now I am stuck with both of them. I learned a big and expensive lesson from this : I would NEVER NEVER EVER bought another electronic from Toys R Us, and I hope you do too.

On 11/5/10 I put $322.00 worth of toys on lay away at the toys r us in Elizabeth NJ. On 12/22/10 at 10pm I went to the store to pick up my items. I waited 45 minutes before asking for the second time about my order. I was informed at that time that all my lay away items were misplaced. I was so anger and upset I wanted to cry. My daughter is 7 years old and made a list for Santa just to have these items lost by toys r us. To make things worst some of the items are no longfer n stock, like the Ciccobello doll. I have been up all night and this morning trying to find and replace the items. I have to go to work at 8:30am and I have used my time and gas driving all over to replpace these items. I still have not found the ciccobello doll or the cotton candy maker. I am very pissed off to think of my daughter not having her toys on her list that I shopped an entire month in advance for. I will never use lay away or shop at toys r us again. Last year I spent $500 and the year before that $700.00. Never again!

I was looking for the phone number for another location, so I called the number on my reciept because I shopped at the bay parkway location on saturday. I could not get in touch with anyone even though the recording said that they were open 24hrs for the holidays. I was holding for 24 minutes at one point to have some one hang up the phone on me. This is reall not the direction toys r us should be going because we have a ton of ways to shop and crossing them off the shopping list will not be an issue. I'm just a regular person writing this complaint but guess if I was the ceo of a company and knew someone of great status the mangers or people that makes decisions for this compan would take action and make sure they grasp this problem along with others so the company does not go out of business. I've never written a complaint before, but I took the time to write this one because I like toys r us. You need to take ownership of the issues in your company and fix them, all of them. It does not matter how big or small...

Employees at the augusta, ga. Toys r us are rude, not helpful, talking and laughing with each other, ignoring customers. The store needs to hire extra help at christmas time like so many other businesses do, but this store never has enough help any time of the year, and the help they do have might as well be somewhere else. Please do something about this awful situation. We had an extremely frustrating and unpleasant experience at this location two nights ago.

I have had an ongoing complaint with Toys R Us business practices for over a year n0w, and it continues to get MUCH worse. Last year TRU bought e-toys, and during the Christmas Shopping season they would have Zhu Zhu pets at a lower price on the TRU website but were alway out of stock. They had them in-stock on the e-toys website but were $5.00 more expensive. When I did order them, the acutal invoice from E-toys said thank you for shopping at Toys R Us! I was furious and they did end up giving me a 20% off discount. I thought that they would end that issue, but here we are again this year...

Now Toys R Us bought FAO Schwarz, too! If you go any of the three different websites, you will find that if an item is "in stock" you can BET that it is only "in stock" in the "store" with the highest price. For example, teacup piggies are a super hot toy this year and they are doing their same crap again. Barbies are another very easy one to spot...if one is on sale, they will be out of stock, but if it is not on sale then they will be in stock on a different website. IT IS THE SAME COMPANY AND THEY ARE SENDING ALL THE ITEMS FROM THE SAME DISTRIBUTION CENTER! Talk about ripping off the consumer.

Toys R Us has completely scammed America and it is unethical on how they do business. I would like to have someone help me with addressing this issue. How can they be allowed to do this? It is fraud!

Fahim the store manager was a complete ###! I called to tell him that one of his associates had hung up on me twice. Once was on hold waiting to see if they had a certain toy for my daughter and another time they just picked up and hung up to not deal w/ the inquiries.. Then when i called for the third time Fahim answered and didn't have any empathy or apologize what-so-ever. He was a complete jerk! I told him how he was being and he didn't care! Toys r us really SUCKS!

I purchased a crib from Toys R Us and subsequently received an email notifying me the crib was recalled and I should stop using it and send it back. I had numerous problems with Toys R Us staff trying to get the crib picked up by UPS as they instructed and once the crib finally got back to Toys R Us I received an email saying the purchase price was refunded, however, the refund never made it back to my credit card so now I have no crib and no money! I have spoken to Toys R Us customer service multiple times and half the time they insist the refund was processed and the problem must be with my bank while the other half of the time the customer service representative tells me that I am right and it looks like the refund was not processed but they will take care of it right away. It has been three months now and I still have not received my refund. My opinion of online shopping has completely turned around. I have no faith in online support centers. I have opened complaints with the Better Business Bureau and the Attorney General's Office. My credit card company is also looking into it, but since they did not receive a transaction there is little they can do it seems.

I have to report an annoying experience that I had with Toys R Us last night. I went online at 10 EST to buy their deals to save the trip to the store in the cold rain.

I put items into my cart. I put in 3 transformers figures marked at $11.99 each. In your cart, they all show that price until you put in 3 of them. Then once you put in three items, it makes two of them free. I did the same for GI Joe figures. The price in my cart was accurate. Then I browsed their ad for another half hour or so looking at some items. Then I went through the check out process. Once I submitted and agreed to the price, I hit submit again. Then it charged me more than I agreed to.

The reason it charged more was because two of the figures I wanted weren't available anymore. Since they weren't available anymore, the ones that I had for free went back to normal price (remember you have to have 3 in your cart of same price to get the other two free). So since one transformer and one GI Joe wasn't available, it put the price back up. This is annoying since I thought that if it was in your cart, then it is yours to have, right? Kind of like have something in your physical cart at a real brick and mortar store.

I tried to call their customer service. The first time, the automated system hung up on me. The second time, I was left on hold forever.

So I decided to drive to the physical store...

When I got there, the line was around the building. I though that was the people for the 5 AM deals...nope. Turns out it was busy. They only let so many people in due to fire codes. As 20 people left, they let 20 more people in.

I didn't even attempt it.

So at this point, I spent 90 minutes or more and didn't even get the simple figures I wanted.

Who should I contact? Toys R Us is starting to leave the same bad taste in my mouth as Wal-Mart.

Wow way to ruin my thanksgiving toys r us really the store manager was a ### no people skills what so ever. I mean why is it that imigrants have to be ###s with each other? I guess it makes a big differnce that I crossed a river and him a ocean. I was trying to get a matress for my unborn son for black Friday, naturally it was on sale but didn't get the sale price well manager came around n from the getco he just looked down on me. I mean if you wanna stop me from spending money at the store at least be polite about it. For some reason these managers forget that they have a job because of consumers especially in retail.the whole time this ### is trying to look down on me.well we didn't get anything resolved other then I hope this story keeps more people away and let toys r us go the way of kmart.

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!

I tried to take advantage of the Rewards R Us program. I am not a big seeker of points and often don't even take advantage of them, but several occasions two or three dollars in rewards would have been a good justification to go out and spend 20 at Toys R US on my only child. Trips where I spend in excess of $100 at Toys R Us are not uncommon. When I first signed up for the program I would get coupons in the mail that expired the very next day or expired already and it mildly annoyed me. In the last few months I noticed I had not received anything despite giving my card for a toddler bed, summer beach toys and some other high ticket items. Toys R Us says I have earned nothing, doesn't really apologize and told me I had to register on line (would have been nice for them to notify me of this). I will be avoiding this store and buying my purchases on line from Target or Wal Mart where at least I can get some U-Promise points. Again, busy mom who spends money on child out of guilt for working instead of staying home with him and really takes a lot to work me into a frenzy and sense a scam.

Holidays are coming again, and you might be thinking about buying some gifts for your kids, and you think youll be able to take them back if your kids dont like them? Think again when it comes to ToysRUs! You buy them, you are stuck with them, this is the new anti-kids share-price friendly customer service policy of this company.

We purchased several birthday gifts for our daughter at the Oceanside, CA ToysRUs, one of them being a small cheap video camcorder for about $50. Our daughter didn't like the gift, so we wanted to return it and exchange for something else, however, store supervisor "Wayne" told us that TRU does not allow any returns of electronics at all! You can only exchange a broken item for exactly the same item or handle it through manufacturer's warranty, but you cant get your money back or even a store credit even if you bring the item one hour later after the purchase!

This was never disclosed during the check out process, this is not clearly stated on the store receipt, when we asked this unfriendly "supervisor" Wayne where this policy is clearly explained to the consumer, he pointed to a blue sign hanging about 20 feet up in the air below the ceiling, (the very last place you would look at the store for consumer disclosures without somebody actually pointing to this sign), and according to him this sign constitutes "CLEAR LEGAL STATEMENT" in the eyes of Toys'R'Us!

How Ridiculous! First off, how does ToysRUs defines "electronics" that are not subject to this draconian return policy? With half of all toys right now on the market having batteries or some type of simple electronic chips, it means that most of toy inventory at ToysRUs is now technically classified as non-returnable.

Secondly, if ToysRUs as a business TRULY CATERS TO CHILDREN, then TRU probably should do some really expensive market research and may be learn that kids don't always like their gifts and parents have to return them. Alternatively, TRU should clearly state non-return policy on the receipts (like all electronics stores do) or clearly state so during the check out process, not hang some obscured signs 20 feet in the air and think that this will excuse their horrible customer service.

We are done as customers of ToysRUs, there are plenty of good childres stores out there with much higher appreciation for customers, not just their corporate bottom line!

On the 110909 I purchased a Baby Amore from Toys r Us in ARbour Center, It was marked down from R299 to R149, I asked the manager why it was marked down and he said there was nothing wrong with it, they did offer to test it, but we were in a rush. The box was damaged. Today 120909 my daughter woke up to open her new Baby, only to find it was damaged and broken. Not only was the mouth broken, the mechanism inside the doll was making a terrible noise. I took it back to the store, the manager looked at it, discussed it with an assistant, made me feel like i had broken the doll. I was then told I cannot be refunded as I damaged the packaging and removed the doll, how would I have known that the doll was not working if I had not removed the doll, What child looks at a doll in package and asks please can we test it first. So they offered me a voucher, I had to spend another R200 at Pick n Pay for a another doll, I went to P & P and bought the same doll for more money Toys R us didnt have anymore stock, as we asked them yesterday. I should have been refunded, as they put damaged goods back on thier shelves knowning it was broken, it was obvioulsy returned before, my poor child.

We bought our kids a Nintendo Wii for Christmas last December. We no longer had the receipt. It stopped working recently and we wanted to warranty the product. We went to the Toys R Us store where we bought it hoping they could either warranty the product themselves, or since it was serialized, print us a proof of purchase so we could warranty it directly with Nintendo. They can't do either. We called their 800 number hoping they could help us, but they said they don't currently have this capability in Canada. I'm an entrepreneur that has had a number of businesses and I was always able to print a receipt for a customer with a serial number. Wow! we recently bought a TV at Costco. They have a two year return policy on most electronics. I suggest you shop elsewhere.

I purschased a General Foam Plastics Corporation inflatable pool to replace a torn pool. Easy set up 1 2 3 ..right ..wrong! If you purchase a torn poo.l manufacturer defect, you can not exchange it at Toys R Us . You have to contact manufacturer. Now they may be closed today because Sunday was 7/4, but they should put that on their recording. So instead of 1 2 3 ..I have a useless pool and 5 hot grandchildren. I have to go to work tomorrow and do not know if I will be able to reach General Foam Plastics Corporation
at all, during my lunch break.

We will never return to toys r us in nyc and make a point to inform others.
Went to toys r us on 6-8-2010 with my boyfriend. We decided to go on the ferris wheel since its fun and plus the line was not crowded. As we were watching the wheel we noticed that several carts only had 1-2 people in them. Since it was just my boyfriend and I were we happy since we didn't have to share with anyone else. When it was our turn, the workers all started speaking spanish and told us to go into a cart with another couple. I asked why since I already saw others riding in with just 2 people, plus there was not a long line behind us... And I quote this woman "only the my little pony can have a party of 2 and that won't be free for awhile". I wasn't happy and rode in a cart with a rude and unfriendly couple. I then went to customer service to file the complaint and I notice the employees laughing and goofing around. I asked who I filed my complaint for the ferris wheel and it was like I was bothering this employee with my question. The manager of the ferris wheel finally came with the woman working the ferris wheel. The manager kept repeating herself in saying its the weight capacity. I told her that after we got off the ferris wheel and were watching others that there were several carts with a party of 2 and she just repeated herself. Now my boyfriend and I are both fit and there was no need for us to ride with another couple. We will never return to toys r us in nyc and make a point to inform others.

The worst customer service dept I have ever dealt with. I purchased a buyer's protection plan for my son's DS LITE GAME. The game system does not work properly now and when I called toysrus to have them fix the game system they told me that it had to go back to Nintendo because it was still within the manufactures warranty and they could not help me. But, the rep told me that if my DS LITE was accidentally damaged they would be able to replace the item. When I called Nintendo to have the replace the item, they told me that I would have to pay $85 to have the game system fixed. Why should I pay $85? I bought the coverage from toysrus, I should be able to exchange the DS for a new one or at the least have them repair it! They just kept giving me the run around and said that Toys r Us cannot do anything until the manf warranty is expired. I am such a dissatisfied consumer and will never spend another dime in that store. I will be taking my business to TARGET instead.

I WILL NEVER SPEND ANOTHER DIME IN THAT STUPID STORE! They are so quick to talk you into the protection plan and promise that no matter what they will fix the item. But once there is a problem they refer you somewhere else and do not want to take responsiblity!

I just bought the Sizzlin' Cool Speed Boat for my son. The inside of the boat takes on water very quickly and it only stays afloat for one minute before sinking, at which point it needs to be turned up side down to drain the water out. I plan to return it tomorrow and try one of the other Sizzlin' Cool boats that have a covered top. I hope the new one is better. Why on earth would Toys R Us manufacture a kid's boat to be played with in the water that sinks in one minute?!

Don't buy this kind. I'll let ya know how the other type works!

I went on line to order our grandkids bean bag chairs... After putting the items in my cart, I noticed shipping charges..Called customer service to inquire..stated that "free shipping" was for Babies-R-Us items..So I asked do you sell these 2 items at Babies R Us, and no they do not. Very misleading..took items out of cart, and will not be back. I own a gift & home decor business and not for one minute would I try this stunt.

toys r us they are uncaring, insensentive, and just plain rude .ok heres my story [all i can state is my case does not know about other cases]ok here is what happened this was about 2 yrs. ago i went to get a download on a pokemon character [im into pokemon i am a collector store signages, etc.]i do not sell them at all!back to my case: i called ahead of time week before spoke with a very nice lady on the phone i asked her about the signage to see if i could get it [once they were done w/it she said no problem .here is what happened when i got there i told them that i had called in advance inquiring about signage and told the girl at the desk well it was the last day of this download she paged the manager he yelled over the intercom to this poor girl we dont give this away its a corporate thing and she may sell it on ebay [which i would never do!]how dare these people falsely accuse me of that well anyway i had $50 on me to spend i am disabled [autism, tourettes syndrome] pokemon are one of the few things in my life that i enjoy.they never had this wasteful policy before needless to say i will never do business with tru again i did get the download but will never set foot in these bigbox stores again they are wasteful and RUDE! if you can i need to know why they have such a wastefull policy.thank you for listening.jj