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Judy of San Jose CA (05/06/08)
My daughter won 5 $20 gift cards from a school fundraiser. We forgot about it and after a year used it. The balance was only $75. The clerk showed us the back of the card, which read that a monthly $2.50 administrative fee for dormant accounts is deducted from the balance for nonuse, which is void in CA. He suggested I contact the company to reinstate the difference. The store was not able to honor the full amount. Embarrassed and inconvenienced.
Susan of Derry NH (04/26/08)
My sister in law purchased Three $35 gift cards online at Christmas time (07), and mailed them to us in NH. We used the first 2 in january and in February 08.
We were just at the store in NH, trying to use the final one for my 7 year old (for a $60 purchase) and were told there was a ZERO BALANCE!!!! The sales associate in NH told us there has been some fraudulent useage of gift cards and gave us the 800 number to call to fix this.
I called customer service and was told that someone used the card in Paramus, NJ and that they will get back to me after investigating this. They supposedly can use cameras from February to show whomever used the card. I also called the Store Manager of the Paramus, NJ store (Rich, who was very helpful!) to alert him, and he is forwarding this to his Loss prevention department at Corporate. He mentioned that someone would have had to swipe the actual card for it to go to a zero balance. Loss prevention can show which register was used and by whom. I am hopeful that this will be resolved favorably for us!
My son is very upset and so are we.
Holly of Sacramento CA (04/05/08)
My mother ordered a $200 gift card online from Toys R Us and had it mailed to me. I went to the store, picked out my items and when I got to the cashier I was horrified to learn there was a $0 balance on the card! Toys R Us customer service said that the card has been used online before I even received the card! We have spent over a month now trying to get this resolved. There is obviously some kind of fraud going on within the company and they are not being proactive to prevent it or even apologizing to customers!
The gift card was useless, it had a zero balance so I had to pay for the items out of my own pocket.
Dawn of Watertown CT (03/06/08)
Ordered a $50 gift card online in Dec. Received 4 cards instead of one, all 4 had a $4.50 balance on them. Called 5 times to try to get it corrected and was told each time that they would send out a new card and 3 months later I still do not have it.
Stephen of Termple City CA (03/05/08)
I ordered a gift card online for $150 dollars. I order the card online from the Toys R Us site from England, and got the gift card sent to Los Angeles. I paid $11.25 to send it 2 day mail. When the package arrived, my girlfriend brought the giftcard to Babies R Us to use it for my daughter. She put a lot a stuff she needed for her in the card, and when she reached check out, she was told that $139 dollars was already used on the card. This is an outrage. How can a huge company like ToysRUs, allow something like this to happen? So, She called their 1800 number, and was told they will investigate for 24/48 hours. I found out and called myself from England. I got the same thing told to me. It is under Investigation for another 24/48 hours. They didn't offer any help for the situation. They just typed in the complaint, and told us to wait. Now, I also wanted to email Toys R Us but they have no company email. Great. Now, I have to call them from England and spend all the international charges to find out about the status of my case. All I got to say is be careful when ordering gift cards online. Toys R Us does not seem to care about the consumer.
$139 dollars of the $150 dollar gift card was already used when the gift card arrived by 2 day mail.
Dawne of Maple Grove MN (02/19/08)
A friend ordered a Toys R Us gift card for my son. It arrived on the 12th of the month (ordered on the 6th). I went to the store to make a purchase, only to discover, via cashier, that there was $0 on the card when there should have been $80.00. Of course I called Toys R Us, and was told that the entire amount had been used on the 8th of the month. To me, it sounds like that an employee used the card numbers to make a purchase. It has been a week now, and I am still getting the run-around. Not cool.
Lianne of Newtown CT (01/13/08)
On 12/20 I ordered a $100 gift card on the Toys 'r Us site for my son and daughter-in-law for Christmas. They claim that it was mailed on 12/28. It has never been received, and they seem to be unwilling to trace what happened to it. I don't know what to do. Help!
My kids never got their gift--and right now I am out $100.
Nicole of St. Louis MO (12/19/07)
I received a Birthday card from Geoffrey for my toddler saying I get $3 off of a $3 purchase. We went Christmas shopping and spent over $70. When I returned a $15 item, I received only $14.40 or so (60 cents less than I should have) because they divided the $3 up proportionately over everything I purchased that day. I should have received my full amount back on the toy because I still spent over the $3 required to save the $3. I see now that they did the same thing on another purchase where I had to spend $100 and get $10 off. They divided the $10 up over everything so that each toy is discounted a bit. This is a great money-making scam when you consider how many consumers make large purchases and eventually have to return something for one reason or another. Also, the coupons make no mention that the savings will be divided up equally over everything purchased. It's just false advertising.
Basically, I didn't get my 60 cents back on the toy. And on my original purchase now, even though I spent over $55 after having returned the one item, I only got a $2.40 discount with my $3 coupon.
Bruna of Doylestown PA (12/15/07)
On November 29, 2007, I ordered a gift card for my twin granddaughters to be used for milk and diapers. On December 9, six days ago, I received notice that the gift card had been shipped. My daughter has not received yet, even though the other day I bought a gift card myself and took it to the post office, and the person received in two days. When I called to find out what was happening with the unreceived gift card, first I waited for about 10 minutes listening to the you are important to us spiel, then some totally inefficient person came on the line and hung up the phone. After placing the call again and waiting another 10 minutes, the woman that answered the phone told me there was nothing she could do because I had not sent the gift card by express mail. What nonsense! Never again will I buy anything from Toys R Us.
My daughter was expecting that gift card to purchase milk and diapers. Had I known this was going to happen, I would have gone to the store and bought the gift card and sent it by mail myself.
Victor of Woodside NY (04/09/07)
My cousin bought a gift card in Manhattan a value of 300.00 dollars. It was a baby shower gift. She (my sister the mother) called toys r us to find out much the gift had, it had the value of the 300.00 this was around the first week of February. On February 7 she went to use the card to find out that the gift card was use already. It was a Internet purchase. THE WHOLE 300 DOLLARS WAS GONE. She was so upset. I (her brother) called in to speck to tom and he said it was nothing he can do. It was hard to lose 300 dollars. It did cost economic damage because it was a baby shower gift. Money that you very much need for the baby and what is the worst thing that Toys R us didnt do anything. I will never shop there and so far I have told everyone not to shop there or buy gift card.
Rachel of Rancho Santa Margarita CA (12/28/06)
My son received a gift card for Toys R Us. We went shopping at their store in Mission Viejo (which is about 1/2 hour from our home) the day after Christmas and spent about 45 minutes choosing the toy he wanted. When we went to check out, there were signs on the register stating they were not able to accept gift cards. My son was upset as he was very excited about getting his toy. I asked why they can't accept the gift card on the day after Christmas of all days and was told by the checker their system was too busy.
I asked to talk to a manager and was not given the opportunity. I asked why they did not have signs on the outside of the store instead of at the checkout and the employee told me they didn't want to discourage people from shopping. As I looked around, there were several other families with upset children who had chosen their gifts. The employee said I can come back later if I purchase with cash and then return the item and use the gift card. I ended up purchasing the item but am apprehensive about returning it to use the gift card because of their horrible customer service. I suggest to everyone that they no longer purchase gift cards from Toys R Us.
Marc of New York, NY (08/04/06)
Purchased a gift card and was told that the gift card would be usable online. The gift card itself said it was usable online. When I went to use it online, I learned that their website does not currently allow purchases with gift cards. Was specifically told that because of changes in their website, the gift card option has not been functional in over a month. Moreover, they had no idea when it would be functional again.
Shirley of Beaverton OR (04/08/06)
I received a gift card as a promotion for buying an item. I was never told that there was an expiration date. When I tried to redeem it, I was told it expired. I had to put on my reading glasses to see the small date on it. When I went to customer service, I asked if there was some way to be compensated for this misunderstanding. They told me to call the company. I wrote a letter and received one back. It was a page long saying how they valued their customers but policy was policy and too bad. I expect a company to be upfront when you purchase something and if they aren't, they should stand behind their committment to their customers.
David of El Mirage AZ (3/17/05):
My brother bought my 8-year-old son two $25 gift cards for Christmas. We found some items that totalled 48.54 with tax and used the cards. My son asked the cashier for the remaining balance in cash which totalled $1.46. The cashier stated that we could not get the cash and it had to be spent.
This was my first and only shopping experience at a toy r us store location in about 12 years. I have already advised my brother and everyone else in my family that no gift would be better then anything purchased from toy r us or any future gift certs from toys r us. I recommended to my all my family and friends that they shop at kb toys or walmart. I hope that 1.46 was worth it in lost sales.
$1.46, talk about being greedy. Then they wonder why their toy division is in the red and has to be sold. It's not due to competition, it is due to their own greedy corporate ways where bottom line is more important then the customers that bring their hard-earned cash to their stores. Personally, I will not visit another toys r us and will avoid it at all costs.
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