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Crystal of Elk Grove CA (08/29/08)
I bought my 5yr old son a Nintendo DS for his birthday in April 2008. Within the first month, it needed to be repaired. It took 8 days for the repair division to mail me out the shipping label to return the DS. Then it was another 5 weeks waiting for it to be repaired and returned. As soon as we got it back the screen went out. Another month and a half without his DS.
He just finally got his DS back and now the charging system is broken. He was only able to play for 2 hours before the DS went dead. There was nothing wrong with the charging system when we shipped it for repairs. So I call Toysrus and inform them that since April my 5yr old has only had about 2 weeks of playing time with this DS. I ask them to stand behind their products and exchange the unit for a new one. I'm told to go back to the repair division and talk to them.
The repair division tell me that they are sorry but they can't do anything except mail me a label to send it back in for repair again. This will be the third time since April! They did tell me that they'll make a note in our file to prioritize and rush the repair....but that was 5 days ago and I'm still waiting for the label. I guess I assumed that Toysrus was a major children's store and would naturally stand behind their merchandise like Best Buy and Circuit City. I was SO wrong.....and boy, I'm sure glad I bought the warranty!
To a 5yr old a week is a long time! He gets so excited when he finally gets it back only to get disappointed hours later when it has to go back again!
Tarika of Louisa VA (08/23/08)
I brought a gym set for 199 on 2007 and the manufacturers warranty expired so i called toys rus to see if they can fix my swing set ( the metal in the leg is bent) they said they were at first then after they couldnt find someone in my area to fix it they said that I had to call the original manufacturer's for a refund, but the original warranty has already expired.
Catie of Belle WV (07/21/08)
Last summer I purchased an Easy Set pool. This summer the pump quit working I purchased the protection plan. The girl explained to me that if anything happened to it hole or pump quit working it would be replaced or they would send me a gift card for the same amount i paid for the pool for a replacement.
I called to let them know my pump had quit working to file a claim. The representative preceded to tell me the coverage was for the pool not the pump. I told her that made no sense see as how the pump and pool is a package deal. She was really rude about the situation. She said well I'll connect you with intex and you can purchase a new pump. I'll send you some paper work and we will reimburse you. I explained to her what was the purpose of the protection plan if they can't replace the item and they cant send me the funds to get another of the same item. She never did answer a single question just kept saying I can connect you with intex. I was like this is ridiculous I didn't have the money to get a new pump at the time and they were of no help. Needless to say I will never buy a protection plan or anything worth any kind of money from them.
I feel that the protection plan I purchased was a complete rip off I can't remember how much I paid for it probably 15-25 dollars. I am now left with out a pool for my son to play in and for them to tell me I can buy one and them reimburse me is a kick in the face so not what I was told up front and I was lied to buy their representatives.
Jennifer of Lawrence MA (07/20/08)
I had a wonderful experience. I found t his site after looking online to find out how to get a buyer protection plan on an online purchase. I bought the vtech pocket pink gaming system for my toddler. I figured a portable gaming system needed protection. The system just dies one day. No clue why. I called the protection company, got issued a return label, sent it in, not long after received a gift card for FULL RETAIL VALUE of the item (I paid way less at Christmas) and was able to purchase another system.
In the meantime, a new vtech pocket came out that played the same video games adn was for older toddlers which is now falls into- so I was able to use the card to upgrade her system- and I was able to buy it online with the card. I could not be happer with the experience of the ToysRus buyer protection plan.
Ken of Parkesburg PA (07/04/08)
I purchased a $500.00 inflatable water slide and got the $140.00 warranty to go with it. One year later the slide is falling apart and nobody cares. The warranty company told me that my problem is not covered. I called Toys R Us headquarters and they do not care either.
Stacey of Belmont, NC (06/03/08)
Purchased the Buyer Protection Plan for my son's Air Hogs Helicopter for $2.99, the helicopter cost $29.99. The only reason it was purchased was because the salesperson assured me that everything would be covered including accidents.
When the tail upright broke off and I called to file a claim I was told that only mechanical issues were covered not accidents.
I knew when purchasing it, especially a flying toy, that the probability of it breaking with normal play was very high and would happen before mechanical problems. If I had known that it would not be covered then I would never have bought the plan.
Lady of Milton Keynes Buckinghams OTHER (05/15/08)
I bought my son an Acer computer on Christmas 2007. It has the standard year's warranty. The screen split inside and returned it to ToysRUs where I bought along with the box etc and receipt. The manager James has attitude, he told me that it is not their fault and a pen must have done it! I said that is a blunt instrument therefore it would have punctured on the outside. I felt his prejudice and attitude toward me indicated that the computer would be returned without being fixed.
It was sent off to their quality control department and was given a slip of paper. I was told it would be 2 weeks hence. However, after 4 weeks I went into the store only to find that it was still not returned. When it was returned about 4 days after that nothing was repaired and I told James that it is a long time to wait for nothing. He did not apologise and just gave me the computer back.
The screen inside the Acer laptop is still split and ToysRUs would not send it to the manufacturer? They told me that I would have to do it myself and pay for it myself! Please note that this is under English law.
Terry of Kapolei HI (05/13/08)
I purchased an Intex swimming pool from Toys r us 11 months ago. I was asked to purchase a protection plan. I did. Within a day I registered it with the phone number provided. The told me at that time, if I have any problems with the pool, fax them my receipt and it would be taken care of. It is now 11 months later I am having a problem with the hose and the pool, but the protection company said they can't do anything until the warranty expires with the pool manufacturer. Intex (the pool manufacturer) does not cover anything but the motor. Toys r us buyer protection company tells me that they can't do anything until the one year manufacturer warranty is is up, even though Intex does not cover the items! Toys r us also states they wouldn't cover it because it is a pre-existing problem that happened to the pool before the year has ended.
This is quite a racket that Toys r us had sceamed up against their customers. I will NEVER purchase another protection program with them, and I will alert my friends of their racket. This kind of thing needs to end.
Shansie of Killeen TX (01/21/08)
Purchased the buyer protection program from Toys R Us for a PSP hand-held game that I purchased at the same time. The warranty included accidental damage. I called to implement the warranty and found out that a replacement game was not going to be shipped out, but only would send a gift card to be spent at Toys R Us for the amount of the system. They asked me to wait 5-10 business days for the mandatory weigh bill to be sent to me by email and regular mail. I waited and waited (calling back on 4 different occasions asking about and recreating case numbers). The weigh bill with the secret number never showed up either by email or regular mail.
It's been 26 days and counting. The customer service representatives at the call centers were pleasant, but the supervisors and the managers were less than. No one was willing to go the extra mile to see what the problem was or to expedite the shipping of the weigh bill. I was constantly being told to wait another 5-10 business days. The 'what ever' attitude is very apparent! The warranty department is trying my patience, and I feel that the purchase of the warranty was a waste of my money.
Tammy of Melbourne FL (12/31/07)
Same experience as another person on your site: Purchased a Razor scooter with the buyer protection plan. It quit working. They would not replace it. They sent a label for us to send it to be replaced. After 4 different contacts to them we still have not received a replacement or a refund. So much for going to the store and exchanging it for a new one.
Toys R Us has some serious issues and should be responsible for all their customers' dissatisfactions! Or... maybe they do not need our business any longer.
Rechilda of Camarillo CA (10/04/07)
We bought the Xbox 360 and bought the buyer's protection. After a few months we had the xbox, it stopped working. I called the Toys R Us to get it fixed. We were told that they were sending the free postage labels so we can send it to get it fixed. A few months pass edand we finally received the xbox back and figured that it was fixed. We were really disappointed that it was returned to us with the same problem and seemed that it was never fixed. Once again I called to let them know that the X-box is still broken. They informed me that they are sending another postage label so once again to be sent back to PSR (the company they that were supposedly having fix the xbox). First time it was sent to them it was on August 2006. The second time we sent it was on July 19, 2007. Until now it has not been returned to us, and they are giving us the run around. It has been 7 months that they have had the xbox, and to this day I do not know what to do. Every week I would call Toys R Us to get an update on the Xbox. They have given me different excuses such as UPS could not find our house so it was sent back to PSR. I am at my wits' end and doubt I will be buying anymore electronics at Toys R Us. It has been a nightmare and lots of hassle.
Edward of Chamblee GA (05/01/07)
I am a factory authorized service center for several items sold by Toy R Us and have had many consumers come to us to redeem their repairs. Unfortunately many times their factory warranty had expired and attempted to have it fixed via the buyer protection plan. I assisted in getting in touch with the cal center and explained the condition of the product. The customer was told that they had to get in touch with the obliger and follow tedious and time consuming protocol for the repair of their products. The customer often either are filled with rage or just render the fight to a defeat.
The majority of the times the consumer accepts the result as a learning experience and just have us repair the product and pay for it here.
Kristie of Eudora KS (04/05/07)
We purchased an IZIP I130 scooter for our son for Christmas this year (2006). It was on sale for $69.97 (marked down from $99. We also purchased the buyer protection plan for 8.99. After 3 times of riding this motorized scooter it completely quit working. I contacted the Buyer Protection Plan and was told the scooter was still under warranty with IZIP. I contacted IZIP and was told that, in fact, they changed their warranty time frame, and the scooter was no longer covered by their warranty. I called the Buyer Protection Plan people back and they said, after much argument, that they would cover the scooter. I sent back the parts they asked for with the copies of receipts. I spent an extra $3 to send it certified mail, which I HIGHLY recommend everyone doing. Because when I called the company to find out what was taking so long they tried to tell me they had never received it. I had the exact date and time of delivery from the USPS. They stammered around and said they would get my refund check processed since I had all that information. It has been thirty days, and still no check. Every time I call I am told that it is still being processed.
The sad thing is that my son loved this scooter, and he only got to ride it 3 times. I checked and they don't even make the scooter anymore, probably because it was junk! To buy a similar scooter by a different company is going to cost us over $100, when Toys R Us is only refunding us $69.97. The whole thing has been a nightmare to deal with. Why do these companies get away with treating people so unfairly? I will never shop at Toys R Us again!
Laura of Orchard Park NY (01/08/07)
I purchased a Vtech Vsmile 12/10/05 along with a Buyer Protection Plan. I item purchased broke and I filed the claim with Buyer Protection Plan (BPP) 12/06. I spoke with the customer service representative on the phone who instructed me to mail the machine back along with my receipt and the contract. I asked her about the cassette tapes and was instructed to send those as well. I was instructed that I would receive a mailing label within 24 hours. It was never received. I called again to receive the mailing label. Nothing received.
I called a third time and spoke to a woman who mailed the labels to me and I in turn mailed the items. On 12/31/06 I received a check reimbursing me for the Vtech machine but not for the tapes. I called Buyer Protection Plan and spoke with Matthew who apologized for the mis information but that I was not to mail the tapes back and that the tapes had been destroyed. I asked to be reimbursed $14.99 each @ 2 tapes plus tax. He informed me that they were not going to send me the tapes back nor were they going to reimburse me the money. I asked to speak with his supervisor. He told me that the supervisor Jasmine would call me back with in 4 hours (approx. 4:45pm). She did not return my call until 1/1/07 at approximately 7:30pm.
Jasmine told me that they were not going to send me that tapes nor would they reimburse me for them. 12/31/06 I then called and filed a claim with Toys r Us Consumer Relations Department. Recalled them on 1/8/07 to check the status of my claim #1512646. They told me that because Toys R Us and Buyer Protection Plan are separate conpanies Toys R Us could not do anything for me and that I needed to go back to Buyer Protection Plan.
Dumb Consumer of Lawrenceville GA (11/06/06)
The buyer protection plan is of no use to anyone, misrepresented when sold, and claims input online are immediately denied. An inflatable toy ripped and the motor fell through as it deflated. Motor cracked and now it's whack
Lorianne of Toledo, OH (09/25/06)
I purchased a Schwinn StingRay bike on 7/15/05, with the toys r us buyers protection plan. In summer of 2006 the bikes brakes went out, and the handlebars stripped. I called the toys r us buyers protection plan and was told that they do not cover Schwinn bikes because Schwinn has no warranty. If it had a warranty then they would honor my warranty.
The buyer protection plan states that I could replace the bike up to 1 year after the manufacturer's warranty expired. However, since Schwinn does not have a labor warranty, the buyer protection plan takes effect the day I purchased the bike. Don't you think it would be nice if Toys R Us told me that?
I am 2 months past the buyer protection warranty expiration and I am out $200 for the junky bike and $8.99 for the useless warranty.
Sonny of Fort Worth TX (09/06/06)
I bought a Safety First Corvette for my son. It cost $299.99 and I bought a Toys R Us Buyer Protection Plan for an additional $24.99 promissing hassle free service, 100% coverage, we will replace the product or reimburse you, including breakdowns caused by normal wear and tear, yada yada, yada. The car broke and I took it to the repair center on June 29 and now it's September 6. The repair center says they've ordered the part and called several times but they can't get the part and don't have any idea when or if they will get it.
Carl of Clinton Twp MI (06/19/06)
I purchased 2 Honda mini moto little cycles for my sons for Christmas. I purchased the Toys R Us - Buyer Protection Plan . Well, now i have a problem....I brought the mini to the store they stated that they can't honor anything with out the reciept? I asked well don't you have me in the system -- because they asked for information upon purchasing the warranty. I can't find the reciept, in the meantime i have this 200.00 toy that can't be used because of a mfg defect. Thanks Toys R US !
Chris of Des Plaines IL (05/25/06)
I purchased a Craig DVD player and the Buyer Protection Plan last year from Toys R Us in November 2005 during a Christmas sale. The player was $80 off their normal price of $199. In May of 2006 the DVD player broke and I called the number given to me on the form with my receipt. The people at that number (NEW) proceded to tell me that I would be sent my money back ($119) plus tax. I told them that this was not acceptable considering that this product now sells for $199 and is still sold at their stores. I was under the impression that it would be replaced. They told me that they could not replace it or fix it and my only option was to take the store credit. I called Toys R Us corporate relations and was told the same thing.
Not only did this product break in a very short period of time, I can not replace it with the same model without spending $80 more. Not only that, they refuse to pay back the money I paid for the protection plan that no longer will be valid once they have refunded me for the purchase of the item itself. I paid for a year and only received coverage for 6 months. The store won't help me, Toys R Us won't help me and the Buyer Protection Plan won't help me.
Lori of Youngstown OH (11/11/05):
I purchased a Nintendo game unit for 149.99. I also purchased the buyer protection plan. I called in May of 2005 to file a claim for a broken product. I was told they would send me a prepaid label to send the item back. I waited a month for this never got it. Called them again they were resending it.
Never got it, about July I was told they would send me a refund for 149.00. They offered this to me on there own after I was very nice and telling them that I have yet to receive the label to send the item back. I later got a call and was told they would send me a refund for 149.00 and I would receive it in 10 days. The 10 days went by and no refund or label to send the item back.
I called them in August because the plan was ready to expire, I was then told it had expired and that I was misinformed about the refund and how sorry they were about this.
I since purchased a new one since we have all the games. Purchased it at Best Buy. Out 149.00 plus the money for the buyer protection plan rip off.
Wanda of Morristown NJ (6/14/05):
In August of 2004 I purchased two Honda Minimoto Sport Racers from the Toys R Us in Parsippany, New Jersey. At this time I also purchased two Buyer Protection Plans. The total amount I spent on these products was $476.00. We enjoyed the racers for approximately 3 months.
Following this time BOTH racers failed to work. I can't tell you how much time and effort I have put into trying to fix the racers. I have made MANY calls to The Buyer Protection Plan people and MANY calls to The Toy Quest-Minimoto company. In short, there are no service centers in my area and all of the suggested troubleshooting produced no solutions. (I even purchased a new battery for $40.00 and installed in myself to no avail.)
After all of this I was then told that I would be shipped the "motors" and I would be "taken through" the procedure to install them, and only then if they did not work could I be reimbursed in some manner. This is absolutely ridiculous. I would NEVER purchase another "Toys R Us Buyer Protection Plan" as it is obviously useless. If Toys R Us cannot fullfill their service obligation related to products they sell, then they should not offer such service.
I would not have spent $400.00 on these products if I had known that a few months later I would be carrying them down to my curbside for sanitation pickup.
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