Complain about a product or service

Toys R Us Online

Geraldine of Chicago, IL October 30, 2009

Initially was going to place an order of items selected from my grandson's wishlist for his 4th birthday. When I went to pay with my Mastercard debit card I was unable to match my billing address to what Toys R Us had listed. I ended up cancelling the order and decided to just print the wishlist and go to the local Toys R Us and buy the items in person. However, Toys R Us put a hold on my credit card account for the amount of the total sale even though I cancelled the transaction over the weekend. After several days, I contacted Toys R Us about the hold and they said it would naturally fall off but I said I wanted it removed immediately since I had never placed an order. The person taking the call said she would relay the information that the hold be removed the next morning, Thursday, 10/29. Two days later, the hold is still in place and Toys R Us are trying to place responsiblilty on the bank. I had been to the bank and they had explained, until Toys R Us removes the hold or processes the transaction so I can reject it, they cannot do anything about the hold. Toys are Us are saying its really too late to do anything for the weekend, that I will have to want until Monday. So now I am expected to wait another weekend while they tie up my bank account. They are unbelieveable.

Tracie of Daytona Beach, FL October 30, 2009

I made an online purchase at Toys R Us for 2 dolls for my nieces to match their Halloween costumes. One doll was a Barbie Bride. The other doll was a Hannah Montana doll. I received an email from confirmation from Toys R Us that both items were IN STOCK and would ship in 2-3 days.

Several hours later I recieved an email from Toys R Us titled "Your order has been cancelled". When I read the email, it turns out they only cancelled part of the order, saying the Hannah Montana was not available. I immediately called Toys R Us customer service to cancel the rest of the order. I did not order one doll, I ordered 2 dolls, and I did not need or want 1 doll when I had 2 little girls to buy dolls for. Toys R Us told me they cannot cancel the remaining part of the order because that is "their policy", even though it had not shipped. I asked to speak to a supervisor and was told the same thing.

I then sent an irate email to customer service explaining what happened. The following day I received an email from Toys R Us telling me they shipped the part of the order they had refused to cancel. Then I got a phone call from Toys R Us saying they could "try" to contact UPS and ask them to reroute the order the order back to Toys R Us. I said why did you ship it in the first place? It's not like I changed my mind and cancelled it. THEY cancelled half my order, and I gave them plenty of notice to not ship the partial order. The following day I got another call from Toys R Us saying they asked UPS to reroute the order back to them. 5 days later I received an email from Toys R Us saying they credited my credit card "for the purchase price". They itemized the credit as having credited my card for the price of the doll and for the sales tax, but not for the shipping.

How are they going to advertise an item as available and in stock, send a confirmation saying it's available and in stock, then send another email a few hours later saying it's not available at all, then refuse to cancel the remainder of the order, then charge me to ship an order they never should have shipped in the first place? I am disputing the bogus shipping charge with VISA. Toys R Us never should have fraudulently presented an item as available, then cancelled a partial order, then refused to cancel the remaining part of the order, then go ahead and ship it after I told them not to, then charge me for the shipping.

Barbara of Stanhope, NJ October 29, 2009

Place pre-order (#7551629765). I received an email form Toyrus stating "Unfortunately, due to an unexpected technical issue, your order was accidently cancelled" and "If you would still like to purchase this item, please contact us at 1-800- and we would be happy to replace your order. When you call, be sure to have your old order number ready and let us know that you would like to reorder the Zhu Zhu Pets Giant Hamster City Playset. Please call us before 11/03/2009 so that we can ship your order by the week of 11/23/2009"

I called the listed number on 10/28/09 and was told there was nothing they could do since the item was not listed in their website and I would have to watch the website myself and order when it becomes available. Not only is this terrible customer service, Toyrus does not make good on their promises. Dissapoinment to a child that saved money to puchase item.

MYLOAN of HILLSBORO, OR October 7, 2009

Sunday 10/4/09 I placed an order online for Nintendo DSi pink with 2 coupon codes that specified for pin and white DSi only. That brought the price down to 125 + 5.95 shipping. Got a confirmation email and tracking number. Today 10/7/09, got a cancellation email from Toy R Us. Surprised, I called customer service and got iformed that they don't hornor the coupon because they say the coupon does not apply for electronic. And due to technical issue...sorry is all they can tell me. I expect them to fullfil the order that placed before they reallized the is technical issue in their system.

kathleen of Lynnwood, WA May 11, 2009

I went into the Lynnwood, WA Toysrus to purchase a 500.00 WaterSlide that was on sale online. The retail store refused to honor the online price. The floor manager advised me if I signed up for their Rewards program I would receive FREE shipping. After ordering it I was informed the sales manager was wrong and/or lied. The online department refused to honor their store committment. I would NOT have given my personal information for the Rewards program otherwise. I spent almost 50.00 on shipping that I would not have.

Eva of Hamtramck, MI March 26, 2009

Eva of Hamtramck MI (03/26/09)
I haven't been able to place an order online for over two years (it's taken that long to get any answers) once my order is placed within 24 hours it gets cancelled. FWD over a year, apparently the companies credit people, who don't have a phone number but call you from 800 type numbers, decided to block me and my home address from any orders because of something they said was fraud on the part of some customer, they won't tell me who, what, when or why other than someone ordered something that was to be sent to me. They either cancelled the order or complained about it or I have no clue what the situation is but because of whatever went on with someone's order that I was never made aware of by phone or email or letter that something occurred that had my address tied to it and now I'm blocked with a fraud alert.

The best part of the situation is that Toys R Us/Babies R Us want me to satisfy this situation with money they feel they are owed from me and won't release any fraud alert until I do so? Are you kidding me? This is absolutely ridiculous. So I'm not being told any information but I'm to be punished for some order someone placed that I don't know or have any knowledge of but yet they want me to give them money regarding it. This company seriously, considering that my registry was through them, I placed many orders with them and have tons of gift cards/store credit and always have to provide my own credit card information for any purchase am being treated like a criminal. Which I find absolutely ridiculous also because if this person placed any orders with them, they have their contact information and credit card information, so why not go after the individual with whom you are having disputes with and not the alleged recipient of a gift?

I'm really at my wits end with them and want to make sure everyone knows of this scam operation to get money out of me for nothing that had to do with me. I cannot go to the store to make every purchase, online shopping is and has become a convenience. Numerous phone calls and emails and wasted time and energy on a stupid situation that is at no end.

Brittney of Wetumpka, AL December 6, 2008

Brittney of Wetumpka AL (12/06/08)
On November 28, 2008 I went online to purchase my child the Elmo Live and a Pop up funland. The total came out to be 131.69. When I later checked my bank account I noticed that I had been charged twice. I called the 1800toysrus and talked to a representative and he assured me it was only an authorization hold so I said ok and didnt think twice about it.A few days later it was still on there so i called back and spoke with a supervisor & she finally noticed that indeed i had been charged twice.

When I first made the order online I used a debit card, and i accidently put the wrong security code in so i got an email saying my order had been suspended to please contact my bank, so i went back and cancelled my order just to be on the safe side. The supervisor informed me that they didn't cancel the order and they continued to run the card until it went through, but at this point i had used my other debit card and redid my order. So in the end i was shipped (&charged) double my order. The supervisor and I talked and she is getting the amount for the second charge credited back & sending me labels to send the extra products back.

Well during all of this overcharging I accumulated NSF fees because I didnt have enough funds in my account to cover being charged twice. So I called back and talked to another supervisor this morning, and she told me that it was not toysrus responsibility to reimburse NSF fees. I then asked to speak to someone above her and she informed me that she was the supervisor and the one handling my account, so she basically refused to transfer me to a manager or someone higher than her. I fully understand that it is in the terms in conditions, but it was the company's fault and in this case they should beresponsible.

I feel disrespected and used, if it weren't for people like me (parents) toysrus would not be in business, and for them to treat people like they dont matter is just unethical. It is Christmas time I cannot afford to be overdrawn 75 in my account, and i would expect some compassion from such a popular company as ToysRUs to take responsibility for their mistakes. I will NEVER buy another item from toysrus or any of it's affiliates!

NSF fees that resulted in me being broke and i am now unable to buy my son more Christmas gifts.

Amberlynn of Levittown, PA November 30, 2008

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