John of Washington, DC, writes:

On 12/04 I placed an online order from Toys R Us.com - two presents for my nephews in NJ. The order was accapted and I was told that it would ship in 3-5 days - well before Xmas.

After one week and no delivery I called customer service at Toys R US. They told me they "guarantee delivery before 1224 - Xmas eve." The 24th and 25th came and went - they never delivered.

Then after Xmas I checked my order on line and they changed it to now read, "shipped amount = 0." No order ever shipped.

The consequences were that I was made to look like a fool in front of my family. Because they guaranteed me delivery before Xmas - I did not send other gifts. I made the mistake of trusting Toys R Us.

Raymond of Moreno Valley, CA, writes:

On November 23rd I ordered 2 items from their  online store for my son. Today is December 4 and they still  have not shipped the items. At the time of the order, they offered free shipping which it said would require 7 days; today is the 11th day and  it has not even shipped. 

Myself and my wife have attempted to get them on  the phone and it is usually down. On the few occasions we have been able to get through,  we just get a run-around with no answer. We have asked to have the order cancelled  and they claim they cannot cancel it either. 

Since they won't cancel the order or ship the  order they have hi-jacked $90.00 of our money. I paid with a VISA atm so it is cash not credit. I think this sort of behavior is unacceptable. 

As I type this I am on the phone w/them  and one individual put me on hold now for 30 minutes after I asked  to speak w/a supervisor.  

I just spoke w/ the supervisor and he claims no way to cancel  either. We have been unable to retain our money  to use for other purposes due to their blatant disregard  for people.

Laurie of Hoboken, NJ, writes:

I placed an order on the internet for one Gymini Activity Mat in primary colors.  (There are two activity mats from which to choose.)  I received confirmation of my order via email and noted that it stated:  Quantity ordered: 1; Quantity shipped:  2.  

Several days later, I received two packages from UPS.  I received two activity gyms in black/white/red and not in primary colors as ordered.  I was charged for both gyms, although I only authorized charges for one.  I immediately called the toll-free line, spoke with a representative who could not assist me.  When I asked to speak with a supervisor, I was told that the  wait would be between 10-35 minutes.  I waited for 20 and then hung up the phone.  

After calling back that next day and waiting approximately 10-15 minutes for a supervisor I was informed that the company could not help me.  (I had asked that they send UPS to pick up the duplicate activity gym and credit my charge.)  The supervisor informed me that I must go to a Toys R Us store to make a return.  

When I explained that they activity gym was large and that I would be traveling on the subway with it, the supervisor stated that he could do nothing to assist me.  I then emailed the customer service department on the web site and have not received a response.  The supervisor could provide no explanation as to why I received the wrong gym.

I was charged approximately $84 for two products while I ordered only one.  I will now be forced to visit a Toys R Us store in Manhattan with the large activity gyms, deal with the holiday crowds, and typically incompentent employeees.

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