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Chung of Palo Alto CA (03/28/08)
Toy-r-us had a sale of 2G Creative Labs Zen Stone MP3 player, no quantity limited. On 3/23 EDT, I ordered two from their web site, one red and one green, for $27.49 X 2 + tax + shipping. On the web site both listed as in stock. After ordered I also get a confirmation that both of them were in stock. Later on the same day I received an email from them saying the green one was not in stock and will be sent when available. On 3/25 I received another email from them about my order of the green one has been canceled by them due to not available.
From: Toys R Us & Babies R Us
Catherine of Colorado Springs CO (01/26/08)
On 23 November 2007, I ordered the PS2 Black Friday promotion (PS2 and three pre-selected games, Tony Hawk, Spiderman, and one other) for $129.99 as well as a 8MG Memory Card. When the package finally arrived, it contained the PS2 (in a sealed box), the memory card, but no games. I tried to call 1-800-ToysRUs, but never got through to a person. Thinking there might be coupons in the box to redeem for the games, I was hesitant to open the PS2 box. On Christmas Eve (afternoon) my son opened his gift and NO games, no coupons! I immediately called the company and after being on hold for 10 - 15 minutes, a very nice lady answered. She listened to my problem, took my information and said that I would receive a call back.
So I waited and waited, and finally called again on 21 January @ 9:00 a.m. Another very nice person (Bob) took my information again and said that someone would return my call. Later that afternoon I finally received a call from a lady who told me that for the PS2 promotion I had ordered, I needed to actually add the games to my shopping cart (because there would be a shipping charge). No where did I ever see instructions to do this. I actually had clicked on the games, thinking that I got a choice, but all the link did was show me the games and a short description of each of them. She said that there nothing she could do. I am extremely unhappy, and all this woman could say was sorry! (She must have said it a dozen or more times) Sorry just doesn't get it! She also said that I could e-mail a complaint if I wanted to do so. Yeah, right. I sent several e-mails expressing my extreme dissatisfaction to ToysRUs, but I keep getting responses saying that I need to complain to ToyRUS on-line, though they can't give me a good e-mail address. Go figure! I firmly believe that ToysRUs.com intentionally misrepresented its promotion, confusing people, and then not taking responsibility. I should have just waited in line that morning a getting the same package at the store! At least I would have gotten the entire promotion or at least I would walked away empty handed but not frustrated.
My son's Christmas gift was short. Had I realized what had happened, I could have at least bought a few other things for him! Try explaining why one child got more the other one did!
Laura of Webberville MI (01/04/08)
My dad ordered the home depot 2-in-1 deluxe workshop the day after Thanksgiving from Toys R Us online (were out of it in the store). We had to pay shipping, but it still ended up saving $10 off the original price. It arrived very battered. The outer box was dented and torn. The inner box (which held the toy) was also very battered and torn. It had obviously been opened before and taped back up; you could see the double layer of tape, one cut, the other holding the box shut. One of the corners was so badly dented we didn't even open it to look at the contents, we assumed it was damaged. We took pictures of the mess and called Toys R Us. They agreed to replace it, and as a favor they would pay to ship it back and ship the new one.
We agreed, and the second one arrived a week later. The outer box was in fine condition, no dents or tears. We opened the outer box to find another pre-opened toy inside. The box was battered and torn, but there didn't appear to be any major dents so we figured the toy might be ok. We opened it to find that there were several broken pieces and cracked pieces. The store won't do an exchange; they only do refund of the original price, and then you can re-buy the product. It was a sale item, so it would end up costing us twice as much, plus we don't get a shipping refund. The online people said they will exchange the toy, but we have to pay shipping both ways. This sounds like fraud to me. They could obviously see that they were sending damaged goods. I took many pictures of both products and am not going to sit here and let them do this. Who knows how many others are out there who have had this happen?
We have now payed for two products and there shipping and have been refunded nothing as they said they would do apon reciept of the first toy. We also ended up paying to ship it back because they never sent a return label as they said they would. My son who is borderline autistic has been throwing fits because he doesn't understand why he can't play with his xmas gift, it is very tramatic for him.
Janice of Selden NY (12/22/07)
On December 3rd I ordered a gift card to be mailed to me. The website the card would leave the warehouse in 2 to 3 days. Then it said it would arrive to me 6-10 business days there after. It is a Christmas gift for my 7 year old nephew. I still have to mail the card to another state. After several phone calls, I still did not get the card. They put you on hold and say they are going to try to find out through tracking were it is. I have always gotten disconnected.
I told them I wanted my money back for the card; they said they cannot do that. Now I do not have a gift for my nephew, thanks to the unprofessional way Toys R Us runs their company. I will never again shop there or in Baby R Us. I tried to get a corporate address to write a letter. That is a joke. I am unable to find it.
Jen of Ephrata PA (12/18/07)
I ordered a crib & changing table on October 30, 2007. I received the changing table in less than a week on Nov. 2. As I was waiting for the crib I kept checking the Fed ex tracking which said that the crib was going to be delivered Nov. 7. That day came and went so I checked the tracking again and it said that the package was damaged in transit and was being returned. It arrived in Washington state and was signed for a week later on Nov. 15. The following week I started calling every week to every week and half to try and resolve the issue and as of today Dec. 18 I have not received the crib or any type of refund. This is very frustrating seeing as how I'm more than nine months pregnant and still without a crib.
This situation is causing me very much stress and frustration in a time when I need to relax the most. I need a crib, but can't afford to get one because Toys r Us is fumblineg around with my $287.49.
Alleen of Vernon NJ (12/18/07)
On November 25th I placed an order including 3 items from a set. I ordered a princess chair, matching toy box, and table and chair set. I then ordered a kitchen set two weeks later. All of the above items are for my daughter for Christmas. Everything came except for the table and chair set. I kept checking and it said that the item had been shipped. Finally, I called customer service. The person told me that he had the same information I did and if I didn't receive this in 2 days to call back. So, again I waited and nothing. I called and the woman just said it never left the warehouse. She said that I would have to cancel and then reorder. She also assured me that I would receive a credit on my card, which I have yet to receive! She clearly could care less and said just reorder online. As soon as I hung up I went to reorder because obviously I want my daughter to have this set. I went online and it is no longer available online, this is after the woman assured me that I would get the set by Christmas if I reordered that day. I am so tired of this store. I have had several problems in the past and I am absolutely done with them at this point.
Charlotte of Bel Aire KS (12/11/07)
I ordered from Toys R Us online, and there was sufficient availability of items. Then I start having items canceled for being unavailable. However, I am still charged for all items including shipping on all items. I called in to Toys R Us and received the "I know how you feel" speech. I asked for similar items to be shipped but was told that this was not able to be done.
I finally got a supervisor to issue a credit for the items. However, it will all be going back to a gift card, even though only a very small portion of my purchase was by a gift card--the rest was on a credit card. The gift card will be totally useless as I WILL NOT be going back to Toys R Us after this!
Julia of West Monroe LA (12/11/07)
I applied for and received a ToysRUs credit card so I could Christmas shop online for gifts for my four granddaughters. Last night I spent 2 hours selecting my gifts, proceeded to checkout, and when it came to selecting my payment type I found to my surprise they do not accept THEIR OWN CREDIT CARD online. That stinks.
I have to go to the mall, and that's what I was trying to avoid.
Gail of Sterling VA (12/10/07)
I did an online order with Toysrus.com on 11/27. It deducted the money from my account and said the item would be shipped immediately. I checked several times online and it kept showing my order processing. I called the 800 number on 12/9 to check on my processing order. I was told then that the order had been cancelled because of a problem with a Paypal payment. They offered a promotion to use Paypal. I checked with Paypal who said there was not problem. They held the funds for more than 5 days and when the order wasn't processed, the funds are returned to my account.
Now, coincidentally, the item is no longer available. The customer service attendant lied multiple times. They sold more than they had and tried to make things up as to why they weren't filling orders. I will never shop with them again and they really don't have anything that you can't get elsewhere. I ordered the Lego item from Amazon and will still get it by Christmas. If you are smart, do not order from Toysrus.com. Also, everyone should know not to buy gifts there. They do not give ANY refund or exchanges unless you have a sales receipt. I am contacting the corporate offices and the BBB to report their bait and switch tactics. I also asked why they did not contact me if there was a so called problem, they had my phone number, they studdered and said they usually do but didn't this time.
Tina of Leachville AR (12/05/07)
I shopped online for numerous Christams gifts, it was November 16th. I was shopping for our office christmas party, so the number of toys was around 20 or so. It was a big order. I was surprised that only one of the items was not in stock and it was suppose to be shipped later. That never happened. As a result of this order I started receiving emails from customer service and they still have not stopped. As of today 12-5-07, I have recieved 673 emails from them, that is not a typo - 673 automatic response emails and still counting. I have called twice trying to get removed from the email list and it still has not occured. The email actually states I am out of the office until 8/16/07. Well, its December and I think they should have fixed that by now, 120 days later. When contacting customer service they told me that it would take 14-21 days for their IT department to take my email address off there list. How can, in the age off computers, it take 14-21 days to simply remove someone from a simple email list? I have now started to forward every single email back to admin and I'm hoping they get the picture soon
I have spent so much time 1) deleting the emails from my phone and 2) the time I spent on the phone was almost 90 minutes total and still have the problem. I have had the same email adress since 1991 and might have to change it due to this companies inablity to simply take my name off their email list-
David of Oakland Gardens, NY (04/07/07)
I paid $18.98 for an overnight delivery that never came. I called Toys R Us and they said it takes 2-3 business days to process before it even comes!
I asked for my money back, they refused.
Leigh of San Mateo, CA (01/04/07)
I bought a toy for my baby niece on their website. The first toy they shipped was for a much older child and was not what I ordered. The second time I placed the order they sent the right toy but it was broken.
The only way to get reimbursed is to have the recipient ship back the toy(s) with a return label supplied by Toys-R-Us. At this time, I have not been reimbursed for anything yet.
Betty of Staten Island NY (12/04/06)
I purchased 2 on line products.When filling in the information on line I was asked for billing address and shipping address (if different from billing), since it was being shipped to me I left the shipping information blank. I received tracking notification from toys r us indicating the product was being shipped to Tustin, CA, a previous address I shipped to. I immediately called Toys r us I explained that the order was to be shipped to my home address in NY. I was told there was a glitch in the system and the computer defaulted back to a previous shipping address. I was told there was nothing that could be done to rectify this problem.
Michelle of Grand Rapids MI (11/12/06)
I placed an on-line order and due to TRU having technical difficulties that evening the company sucked my prepaid credit card for double the $160 order I placed and put me on an authorization hold for 3 days (holding my money). The order never processed either and here I sit waiting for day 4 to call back and if I don't see my money released to my bank!!!! I will never do business with TRU again!
Dominique of Bayside NY (11/07/06)
I ordered 2 items online during a promotion on Little Tikes toys. The promotion was that if I buy a 19.99$ or more, toy, I can get a 19.99$ or less, toy, for free. So I choose 2 items. The first one was the Easy Score Basketball Set which was priced at 22.99, with free shipping and the second one was Little Handiworker Workhorse which was priced at 19.99$ with free shipping. Both items were showing in my cart and I even saw the item at checkout. So I received the first item the basketball basket really fast, however I did not received the other toy at the same time and waited a few days to see if it was going to arrive. After a week I wrote to and called Toys R Us and they told me that I didn't ordered the other item that they couldn't see it in my cart. After I explained that I would have never ordered the basketball if it wasn't for the promotion, since winter is coming and that I was REALLY showing for me at checkout, they told me someone would contact me. So then again I waited for week without news from them, then finally I called and they told me they had already taken their decision that they didn't contact me (that they were sorry they didn't)and that I would not received the other toy.
Kenneth of Murrayville, GA (10/30/06)
I ordered a TMX Elmo and received an email confirmation of the order. Then I received another email stating that the item was on back order, but I was assured that the item would be available for the christmas season. Then I received a third email stating that my order was cancelled by them.
I passed up the opportunity to buy an Elmo from my local Target store when they were available. Now the only place I can find one is on ebay at a 200% increase in price.
Sharon of Naples FL (08/30/06)
I ordered 2 Deal or No Deal handheld electronic games online. They confirmed order #8530354792-001. I recently received an email confirmation that both games had been shipped. When the package came, there was one in the box. The packing slip said there were 2 and it also charged me for 4 ga I called and questioned the shipment. They said due to demand they could only ship 1. I asked why the confirmation and packing slip said 2 and Vanessa, who I was speaking with had no answer. When I questioned the shipment she said it was UPS. They have nothing to do with the charges for merchandise. They are supposed to be sending me a credit for all but 1 game. I told her they should have notified me they were only shipping 1 instead of their confirmation and packing list saying 2. I feel this is very poor business practice.
Kathryn of Cranberry PA (08/16/06)
Ordered Little Mommy Potty Training Doll and on three different occasions they shipped Little Mommy Nuture Doll - called first time and complained and reordered and when second doll arrived same wrong doll again and called again and spoke with manager and he said he would immediately e-mail warehouse and make sure bin numbers and SKU numbers were right so right doll would be shipped next time - third doll arrived - wrong doll Little Mommy Nuture Doll once again - called manager again and said he checked and e-mail was sent - evidently nobody checked it or they have idiots working there.
Actually had to drive (with the price of gas today) to return three different wrong dolls to UPS Centers for return shipment.
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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