Toys R Us - Buyer Protection Plan

My daughter bought an mp3 player and was talked into the buyer protection plan after she was told that the product would be fully replaced for 15 months with no out-of-pocket charge. After only two-months, the item stopped working correctly. We followed the instructions and sent the item back. Two weeks later we received a gift card for the price of the player that was on sale at the time of purchase. Now the price is twenty dollars more and it is recommended to buy another (worthless) protection plan. These expenses are out-of-pocket.

I have been trying to call to get some help with the stroller I purchased last August. They keep giving me the runaround. Not to mention, I have called 3 times and all 3 times they gave me different addresses and different numbers to fax or mail my claim. When I asked for more information so I can buy the right product and get my money back, they held back or told me something that makes no sense. I'm still waiting for the right answer so I can buy my little one her new stroller. The other one almost dropped her in the middle of the road. These people have no heart and it's not fair that we have to go and expend money again, that I don't have to get a new one so they can see if they can reimburse me. I will never buy another protection plan!

I purchased a buyer protection plan, tried to use it about eight months after original purchase. But to my surprise, they said my item number did not match the buyer protection plan number.

How could this be when I had the original receipt in front of me to assure they were the correct numbers. They will not reimburse me and the toy I bought is broken so lesson learned. I'm out for the toy and the plan, never buy the plan. I was treated extremely poorly by the customer service and when I asked to speak to a manager, there was no manager present. I asked when to call back and they could not give me an affirmative answer. I asked for the name of their supervisor and I was told there are many supervisors and I could not have any of their names. After about half an hour and sick of the runaround, I gave up as I'm sure many do and they gain from our loss.

Never again will I buy a plan. Waste of time and money. Oh well, karma will get them.

No matter what information you put in, the automated system either rejects it or does not give you enough time to enter the information it requests. It will not register the Buyer Protection Plan purchased. I've tried to do it several times. It doesn't take the plan number printed on the receipt. It doesn't let you reenter the personal information it requests. I am very disappointed. They certainly take the money for the plan very easily!

I first bought the plan on a stroller and it worked. Since then, I bought it on everything else (3DS, 3DS software, and bike). It has never failed me. Whenever I'm at the Toys"R"Us service desk and I hear customers complain about the plan, it is almost always because the customers are not doing as instructed. I understand that when a sales associate is offering the plan there could be some misunderstanding, but for the most part, they understand the plan pretty well, and know what they're talking about.

As a customer, I read the BPP (Buyer's Protection Plan) pamphlet when I got home. If you don't like it, return it! In case some of you don't understand the plan, and are angry about that, you should know that:

3) Not every part of the product is covered; for example, a bike. Tires aren't covered. The more you use it, the more it loses its grip, duh.

I hate waiting in line to hear a customer complain about the plan; so, I simply remind customers: read the pamphlet! You don't get a new product right away, but you get your refund on a gift card.

I paid for Buyer Protection Plan for a 248-dollar iPod Touch. My daughter dropped it and cracked the screen. I sent the product to Buyer Protection Plan to get another as it is covered in the warranty I paid for. The company said they sent me a gift card to purchase another iPod but I never received it in the mail. Then they told me that the gift card was redeemed. So between the company and my mailbox, the gift card was stolen. Now I'm lost out of 248 dollars.

The policies on gift cards need to change. It needs to have a pin number or maiden name established to get card balance. I'm going to police to file a stolen mail report and a file a complaint with post office as well. I will never buy a product from Toys R Us due to the poor customer care service with Buyer Protection Plan. I used to go to Toys R Us every Christmas and buy a lot of products. But not anymore!

They sold me a bunch of Buyer Protection Plans (BPPs) on electronic items, and when I tried to submit them online, all of the claims were denied. All of them. I am talking about 10 different items. Unbelievable. I used to work for Toys and sell these things to people. I am so embarrassed that I have been lying to them. This warranty covers nothing. The CEO shopped in my store and he never bought them. Now, I know why.

I purchased this from someone who had purchased the protection plan. The seller called them and told them she sold it to me. They then told me to send an email with my name, address, and information about the product. I sent everything they requested along with pictures. I asked do you repair it or send a new one. They said they would send us out a gift card so we can replace. It was for a waterslide. For weeks I called, they said it takes 10-15 days. I then found out they sent it to the original owner. I called them and they stopped payment on it and then re-issued to me.

However, even though I told them at least on 5 different occasions my address, it went to the original owners again. The original owners have since used the gift card because they don't feel I was entitled to it. However, they sold it to me so they should not have been entitled to it anymore. Toys R Us said there is nothing they can do. I spoke with them on many occasions. I can't believe they can screw it up that bad. The gift card was issued to replace a waterslide it was for over $500.00.

I now have a defective waterslide while the original owners have all the money back. I spoke with the original owners and asked them to refund my money for what I bought the slide for or I would go after them for fraud. When they sold me the slide, it was really dirty and I had seen a seam rip. They said if there was a problem, call the warranty number. They finally are refunded the money I paid them. I do feel, however, that Toys R Us is also negligent. The person who initially talked to the original owner did not correctly transfer the warranty into my name as it should have been. I did all of the work and they received the money even though they don't own the slide.

My sister gave my 2-year old daughter a Disney Princess TV and DVD player for her b-day back in October. She also purchased the Buyer Protection Plan in case anything happened to either item. In February the DVD player stopped working and I called to file a claim with the Buyer Protection Plan company. First it took 2 weeks to get the shipping labels they only had to email. We Fed-Exed the DVD player and when I realized over a month had gone by and I hadn't received a call or a gift card, I called and was told that the gift card had been mailed out weeks ago.

I informed them that I never got anything and that they should cancel the gift card they supposedly mailed out and resend me another one. They agreed and said it would be another 10 days. That was 2 weeks ago. This morning at 7 am I was awakened by one of their customer service representatives only for him to call me a thief and to tell me that the original gift card had been used and nothing else could be done.

So basically my daughter's DVD player was stolen! I asked for a supervisor and asked why the original gift card wasn't certified or at least frozen until I received it and called in to activate it? And all I was told that nothing could be done! I have never experienced such rudeness or unprofessional behavior in my life! My first reaction was to break down. I felt too violated and taken advantage of, and I couldn't believe that not one person could help me out! What is the point of the protection plan if they aren't going to really take care of the consumers needs? We were robbed and no one will do anything about it!

I bought a BMX bike for my son in June 2009 and along with it, I bought the buyer protection plan. At the time, the clerk said if anything happened to the bike, just bring it back and they will replace it. Fine, well, I brought it back twice with brake cable problems. They tried to fix it the first time and the second time, but the third time, in March of this year, they finally admitted that it couldn't be repaired and said it would have to be replaced. It was then that they told me I had to call the buyer protection plan...that was on March 16. It took until April 6, for me to get the label to return the broken part. I heard nothing so on April 22 I called and they said they see that UPS had returned the part, but they didn't have it entered into their system. A supervisor would call me back.

Today is April 26 and I still have no bike for my son to drive and have not received a call from the supervisor. I called back and they "promise" he will call me today or tomorrow. The sales clerks tell you this is such an easy process. I beg to differ. We are nearing the start of week 7 and still my son has no bike to ride. Poor customer service for sure!

On September 9, 2009 I bought a Teeter Totter twirl around with a 15-month buyer protection plan from Toys R Us Massapequa, NY (store 6039). The item and the protection plan along with sales tax cost a total of $86.58. We recently opened the box for assembly only to notice all the metal bars have been bent and damaged to the point that it is impossible to assemble. Also, the inside packaging suggested that this item was previously opened and tampered with. We took the product back to the store on February 21st and were told by the floor manager on duty, Ms. Ira **, that there was nothing she can do because it was beyond the 90-day return policy period.

I believe that this store is guilty of re-stocking their shelf with an item that was previously purchased and returned without having it inspected before restocking. If I was aware that this is a common practice at Toys R Us I would have done my shopping elsewhere. The selling of a damaged product should be criminal. And I would like to request to have this store investigated on their return policies and restocking protocol. The manager said that all products are supposed to be inspected before putting them back in the shelf. Cleary this item was not, and I believe this it not an isolated incidence.

Why sell a buyer protection plan if it was not going to be honored? I spent $8.99 for a 15-month buyer protection plan and got nothing. Every structural component of this item is damaged. I can't assemble it and I can't return it. So here I am 6 months later with a loss of $86.58 and nothing.

Also, your customer service personnel need to be more courteous when dealing with customers. Not only did she show no empathy for our situation, which is clearly the fault of this store, but she was rude and arrogant. I think your company should re-train your staff in customer relations. As a concerned citizen I feel obliged to inform others about our situation and warn them about shopping in your store. This letter is being sent to all the above as well and everyone on my e-mail address book with a warning about your return policy, restocking, and reselling of damaged goods not to mention that you sell a buyer protection plan that was not honored. I have spent $86.58 for a damaged product and they will not refund.

I call about once a week and I always get the runaround. I am suppose to be waiting on another lable 8 different times. Then I was told they could email it, then I was told they couldn't. Meanwhile I still have a broken wii. I spent another $200 to purchase a new WII last week.

We purchased our son a power wheels fisher price kawasaki on May 12 2008. While we were purchasing the item the sales associate "pushed" us into buying the warranty. My husband asked her would it cover if our son wrecked it she said " It will cover everything but the battery", so he looked the whole entire plan over and said ok. Well less than one year later there were holes in both tires we called the warranty department and they said "you have to call powerwheels we dont cover the first year." Well we did power wheels sent us the tires no problem.

Well September 2009 holes in the tires again so I called the warranty department They said that they dont cover "normal wear and tear and they dont cover the plastic." Well on the front of the warranty it says in big letters "FAILURES FROM NORMAL WEAR AND TEAR" but inside under the what is covered for service plans it says "We will repair or replace the product, at our descretion, when required due to breakdown, including those experienced during normal wear and tear,which is not covered under any other warranty or service contract."

So basically they dont have to cover it unless they feel like it. Well they don't. It was interesting though that they had a totally different contract that they read me when I called. There was a whole section just listed for power wheels they must have "forgotten" to put in my terms and conditions when I purchased it. They did however tell me that I can write to the Cancellation department and ask them for my warranty refund or go to the store and ask them. I called toysrus corporate and I am waiting on a call back on whether they will refund me or not.

Fot the past three weeks I have being calling toy r us and requested a lable for my son broken PSP that is not working and needed to fixed by toy r us that I have paid an extra fee for repairs if needed to be done to PSP. Each time that I have called I was assured that a lable in the mail. I have yet to receive one in the mail. My warranty is valid until 2010.

I purchased an Intex 12' x 20' x 48" above ground swimming pool in June 12, 2007. Loved the pool, enjoyed swimming in it until June 27, 2009. I came home from work to find that one side of the pool had collapsed and water was flooding into my neighbors yard. Plastic support parts, plastic button fittings and valve plungers had broken. I had taken out a 2-year service plan when I purchased the pool at ToysRUs. The sales person explained to me that if I should have any problems whats so ever, the protection plan would cover it. I called their 866 number today only to find out that these broken parts are not covered under the plan. The plan only covers pumps and seam separation. I then called the manufacturer and was told that it was out of their hands.

These parts are part of the frame that supports the pool when it is filled with water. Isn't it logical then that if these parts break, they are defective? They can't do the job that they were designed/intended to do? Shouldn't they then be replaced under the service plan at no additional cost to me? Is this a misleading sales ploy on the part of ToysRUs and its sales associates?

I purchased my grand-daughter a purple corvette ride battery powered ride on for Christmas 08'. She got to ride on it exactly three times, before the stick shift broke off and it quit running completely. The purchase price for the vehicle was $296.87. I also purchased the Toys R Us Buyer Protection Plan for $64.99. I have been calling and faxing information since May and still have a expensive broken ride on toy sitting in my garage.

Just as she stated, I received the Xbox within five days, packed up my Xbox, and shipped it off. Within 6 days, of arrival at their repair warehouse, I had received a fully working Xbox. I have had great experience and I hope others will too.

Although my pool is damaged at the seam, since it is also torn in another area, it is NOT covered. Had I been informed of this, I would have NEVER purchased this insurance. What this protection plan actually covers was verbally, very misleading. Seems that they just look for excuses not to honor the claim. we spent a good amount on this pool and did not even get a full season of use out of it.

I think the Protection Plan from Toys R Us ROCKS! I bought my kids Rock Band for the X-Box 360 in May, 2008. In December, the foot pedal for the drum set broke in half (from constant use, I presume) and the disk for the game was not working properly. I was devestated when I couldn't locate my receipt. I called the protection plan and they agreed to replace the entire product (drums, guitar, microphone, disk) without delay. They sent me a mailing label and I had a gift card for the full amount plus tax within 2 weeks. That is what I call exceptional customer service!!

purchased a metal frame pool with a one year warranty. Toys R Us explained to me the warranty will cover anything that happens to the pool. My liner has a hole and they won't replace even though it is still under warranty. Called the warranty company, the store and guest relations, no one wants to take responsibility for deliberately misleading it's customers to purchase the warranty.

bought warranty plan sent nds back they said if we can't fix it we will send u a gift card for a new one. Warranty said they could fix it and send the same one back well no they sent back a broken refurbished item and called it repaired now they want to send me another one refurished and no gift card for a new item

GOOD NEWS!!!!!!We purchased a swimming pool for our sons 12th Birthday. He forwent a party and presents and opted for a pool that the whole family could enjoy. We did enjoy it...for about 2 months. Then the pool pump died. The pool cost $229.99...and yes, an additional $29.99 for the Buyer Protection Plan. I called the warrany center and told them what happened. They told me if we sent them the cut off end of the electical cord to the pump, they would send a gift card to purchase another pump. Toys R Us do not sell just pumps.

So now they asked for the pool plug and when they receive THAT (along with a copy of our receipt and warrany information), they will send a gift card for the full amount we paid for the pool. They sent me a pre-addressed sticker for the envelope. It took ME about six months to do this due to personal family issues, however,we mailed the information on 3/21/09. I made a followed up with a phone call today, 3/27/09, and they told me I should receive my gift card in 10-15 business days. Well I was quite skeptical after reading everyone's bad experience.

Well, I received my gift card today. So this only took six days. Needless to say I am very happy. I was getting ready for a fight. My only thought now is, I'm afraid the pumps they use for these pools aren't good enough. But you can bet, I'll be purchasing another Buyer Protection Plan. I am sorry to hear such problems everyone has had. For once, I must be the lucky one!!

I purchased the protection plan one year ago for my son's Xbox. Within 3 weeks of the manufacturers warranty expiration, the system got the dreaded ring of death. I called the 800# and they were very courteous and sent out a shipping label and I received it within about 5 days. I received the system backin about a week (the serial # matched, so I know it was my system), but the problem persisted. I called back and they sent me another label promptly, for a different repair company. It remains to be seen if it will get repaired correctly, but I have to say that the representatives were very courteous and helpful and they did say that I would receive reimbursement if it could not be fixed. I will update when I get the system back!!

I purchased this plan when I bought my sons nintendo ds lite system for $24.99 (a 2 year plan.) My sons system was not working so I sent it back early this Janurary. Here it is March 5th and still haven't gotten game yet. What was sent back to us was a pink nintendo ds lite system. I called this company, and they told me to send it back at no charge. Well I had to pay $7.26 out of my own pocket. This wrong system that I sent back was on Feb, 25 from UPS.

Just today,march 5th that same pink system came back. I talked to another supervisor named Paula and she said we have to wait again for it to process through so we will be waiting again for anothe 2 to 3 weeks to get my sons system back-she said they cant rush this even though they made this such an inconveinence. I am so angry that I am getting such a run around from this company. I feel they know my issue they should send me my toys r us gift certificat like they said, and not make us wait any longer. My little boy is so upset over this, I feel so bad for him to wait this long. Customer service is so awful no a days. I do not know the address to this company but it is a plan through the Toys r Us store.

i bought an i pod nano for 150 dollars and a warranty for 18.99 well the nano stop working after 1 month call the toyrus warranty person they said nano has to fix it not them ask why i bought the warranty they said it would start 1 year after apple stop covering me, well i read the warranty and its only good for 1 yr of date purchase so i guess i got beat with my warrany and i pod

I sent back an electic scooter it was broken. Said they sent me a gift card. I called in Dec to see when I was going to get it,they said was mailed out to me. They contacted me and said it has been used has a$2 something balance. I NEVER got it to use.

I purchased the Buyer Protection Plan for the XBOX 360 that I got for my son thinking that is something happened it would be easy to fix right. Hell no. I was wrong.

The first time my XBOX messed up it took about a month before I got it back, and on top of that, a month later, the same problem happened and all I asked for was a new xbox since this problem is obviously going to keep happening. They said all I could do was keeping sending it in and they will fix it. This is an horrible especially since I was a loyal customer of this company. But no longer.

I am fixing my xbox with them for the last time, selling it, and them buying a new one from their competitor, Best Buy, which has no problem just giving you a new one the first time you have an issue with it. I will never shop there again and everything that I bought for my children for Christmas, I am going to return and purchase those items from another company.

Very bad customer relations.

I purchased a WII system for my sons. I was told before I completed the purchase that the WII only comes with a 30 day warranty and if anything were to happen to the system it would not be covered. So my husband and I agreed to purchase the 2 year buyer protection plan.

A few days later I tried to go online and register and had no luck. Now the website does not come up. I believe that all of us who purchased this plan should have our money reimbursed. I will not purchase another item from ToysRus ever again. I would like to be reimbursed for the $39.99 that I had to pay for a plan that is probably not worth anything.

I purchased a buyer protection plan for a remote control car. The sales person told me to just follow the instructions in the brochure she gave me to register the plan online. Trouble is, there is no place on the Toys R Us website to register the plan and a phone call to a number in the brochure was no help. Don't buy one of these plans--it's money down the drain!

Waste of money!!!

I purchased a 400 dollar waterslide and paid 50 dollars for the Buyer Protection Plan. I asked several questions about the coverage. I was assured by the cashier that EVERYTHING UNDER THE SUN is covered. Of course, once I registered the BPP and had to file a claim, I realized I had been duped. It is a Repair/Service Plan -- NOT a replacement plan. I have to mail the slide off (um, it weighs hundreds of lbs) and get it repaired. They'll say anything to get you to agree. So ALL my purchases are now made ANYWHERE but TRU.

I purchased an electric guitar and also purchased the protection plan. I asked the cashier what I have to do to register the plan she said it is so easy I am going to give you a booklet a follow step by step. I went online like the booklet said and couldn't find anywhere where to register instead I found lots of complaints about toyrus & to purchase more things. I am very dissapointed because I thought if something happens it is going to be covered, instead i was charged more for a vogues protection plan.

So far not much but it is not for the money it is for the principal. They are ripping people off for their hard earned money.

I have read what the website has said about the Buyer Protection Plan for ToysRus. I have never seen anyone blow anything out of context the way that this website does. The first thing I will start with is the little segment about the outside of the brochure compared to the inside. What do you expected to be on the outside? Larger print of the terms and conditions? It doesn't matter what is on either side because customers don't bother to read what they are purchasing most of the time anyway. The print has to be small so that we can fit all of the information in for the customers that actually are intelligent enough research what they purchase instead of believing anything that a teenage store represenative says, who is most likely trying to earn some sort of commission so they can have money to buy beer.

As for the mailing labels, mistakes do happen in shipping which may be an annoying setback, but for Lori from Youngston, she was not misinformed, and it is the way that the plan works. A label is sent out and from the time it is received there is a time frame of 10-15 business days to receive the reimbursement. The contract will still be fulfilled as long as the failure was within coverage. As for Carl, the brochure clearly states in the beginning of the terms and conditions (so he can't make the excuse of there being too much info in the brochure) that you must keep a copy of the receipt. Even if the plan brochure did not state that fact, why would you not keep a proof of purchase? Of course you can't return it to the store without a receipt. Maybe Carl stole those mini cycles from some other kids and is claiming them as his own. That is what the store thinks when someone comes in without a receipt. The plan also states that you are to call the customer service number provided in the brochure to obtain service. Carl, even if you didn't purchase a plan and you were still within the store return policy, if you didn't have your receipt you would be denied. It is common sense.

For the What is not Covered segment on the website. This is not an insurance policy, and even if it was, even insurance policies have situations that are not covered. Rules have to be laid out so that customers won't be disappointed when they have a non-covered failure. If they are to ingorant to read what they purchased, of course they are going to be shocked. So really instead of being angry at the obligor, they should be angry at themselves for not paying attention to detail.

In conclusion, any disgruntled mom or dad can post a complaint on a website that takes anyone's word for it. Most likely a mom or dad that was denied for their incompetence. It sounds like the website is as ignorant as the customer, but instead of buying a plan at the drop of the hat for peace of mind, the website is borrowing these customer's opinions for a compelling, uninformed story.

I bought some video games and paid for the buyer protection plan. They gave me the paper of where to register on line. I cannot find where to do this and I think this is a scam once again and I am sick to death of it. The person that waited on me said it was very easy to do this but I have read other complaints and they sound the same.

What has happened to honesty! I will never do this again and it makes me so mad! [They] should be ashamed after all the support of those who shop in [their] stores! I for one will try not to ever do it again and will certainly tell my story about this.

I bought a Wii system from ToysRUs and in addition purchased a 2 year buyer protection plan. I was told by the sales associate to immediately register the plan on-line when I got home. I have not had success, as I cannot obtain either the proper website or have been misinformed as to how to go about registering.

I just spent over $400 at toysrus today, and thought it would be easy to register online. I am at a loss.

How can I go about registering for the protection plan if I can't even get on the proper website?

I or my family have purchased the Toys R Us Buyer Protection Plans for at least five products purchased at Toys R Us. I have made two claims for two separate items. Both have been denied. On the first item, after denial, I emailed the company to try to figure out why. They never responded. Then I called them and left a message. They never responded to the call. Then I called again and reached someone who told me that I filed the claim prior to when the product was actually covered.

On the second item, I am starting as I did last time, with an email to the company after an online automatic denial. I will never purchase another warranty through Toys R Us. Apparently this company does not pay out any claims.

At this time, I am out $95 plus tax as a result of the denials.

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!

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.

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.

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.

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.

we purchased a water slide from toys r us in may of 2007 the sales person talked us in to buying the extended warranty. for 3yrs for 79 dollars.she said even if we hit the slide with our lawn mower in those three yrs all we had to do was call the 1800 number and they would send us another one free of charge.well this summer i got the slide out an noticed it had three tears along the seam so i got out the buyer prot.plan i called number and was told i had to take pictures and send them in and the co. would mail me a certificate for a new one.well yesterday i had a message that my claim was denied.this warranty is a hoax.i will never buy anything else from toys r us.

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.

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.

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.

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.

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.

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.

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.

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!  

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.

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

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.

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.

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 !

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.