Toys R Us Online

I ordered 2 Lego sets online, to take advantage of the buy 1 get one at half price off promo. I received an email 2 days later, that the half price item is out of stock, and that part of the order is cancelled. The full price item of the order still valid. I called customer service, to cancel the full price item. The customer service person tells me that I cannot cancel the order, but he will reroute the package to the warehouse. The package is not rerouted and delivered to my workplace. I emailed customer service, and ask if I can get another Lego item at half price. I received an email reply that I can, and the original half price item is in stock.

I am given instructions to call customer service with my order number, and the item will be half price. I called customer service, and was told the item is out of stock. I asked if I can get another item at half price. The person tells me that the original half price item is out of stock. I told the person I understand, but asked if they have the authority to give me another item at half price. The person hung up. I immediately called back, and asked for a supervisor. I am told by this operator that they are all unavailable.

She asked if she can help. I told her about the last person who hung up, and she said that she will make a report. As well, she stated that she does not have the authority to give me another item at half off, but that a supervisor will call me within 48 hours. One week later, still zero response. This feels like bait and switch to me. Not only that, but they have zero option to cancel my original order. One of my single worst customer service experiences ever. I plan to never ever shop at Toys R Us again.

I went into toy r us on boxing day, was in line at 7:30 am before the store opened at 8 to purchase a Nintendo 3DS and an iPod for my kids. The items were on sale at best buy and future shop for a lower price and I wanted to price match the items. I was informed by their customer service representative Sasha that they were not price matching boxing day sales items. The sign on the door said boxing week price match. After arguing with the rep for almost an hour and clarifying with the manager that yes they are price matching, one of the items I wanted to purchase was sold out. I filed a complaint with their head office and got a call back from their manager Joshua, who informed me that I have a right to take my business elsewhere. Wow thanks. Although I am only one customer, it is individual customers like myself that makes toys r us the corporation they are. Thanks I will take my business elsewhere, to a store where their customer service rep is aware of their policies, they appreciate my business and does not false advertise.

When I filled out the order I told them not to contact me for sales information. They have bombarded my email with the ** from all of their stores.

I had an upsetting experience while trying to purchase a toy for my son during Toys R Us' "Cyber Monday Sale." I tried to log onto the website Monday night, November 28th, and it was running extremely slowly. I suspect the traffic was just overwhelming. After an hour of trying to create the order, I selected "Store Pick Up" for the shipping method and proceeded to start a payment with PayPal. I was taken to the PayPal page, but when PayPal tried to return me to the Toys R Us website to confirm the payment, the page wouldn't load at all. Not wanting to try it again for fear of being billed twice, I called the local Toys R Us on Rt. 31 in Clay.

I asked if the item I wanted, the "Weebles Playground," was in stock and was told they had "a couple" left; so I asked if they could hold one for me until the website could process the payment. I was told, "No, we don't hold anything at this time of year." I then asked if I could come down there and just buy it in the store to be sure I got one, being that the website wasn't working. I was told that I would be charged full price ($19.99) since the sale price of $16 was on "online sale" only. When I asked how this is fair, being that the website wasn't working properly, I was told I'd have to talk to the online department. I had to ask if there was a phone number, and was told to call "1-800-ToysRUs."

I called and spoke to a rep who told me they were having problems with the "Store Pick Up" feature of the site (which was not true, as it was confirmed later on that the entire ordering process was broken), and was told there was nothing they could do but that they were extending the sale because of all the issues. I asked if there was a way that the item could be held for me until the website was running properly, and I was told, "No, we can't do that, we're just the online department. But you can call your local store; they're the only ones who can do anything for you." So I called the store back and after 15 minutes spoke to the manager, Tracy.

She said there was nothing they could do because, "We don't price adjust." This upset me the most, because it is a flat-out lie. I have personally witnessed a manager at a Toys R Us store that used to be on Erie Blvd. price adjust an entire register to ring up items at an extra 20% discount! I was so upset at being lied to that I canceled my "Rewards'R'Us" membership. The woman who canceled it for me even said that Toys R Us price adjusts and price matches other stores, and couldn't understand why I had gone through such an ordeal. I vowed never to shop from any of their stores again.

After this hassle, I decided to post a message about my experience on the Toys "R" Us Facebook page, and I was shocked to see how many people are having similar issues or worse. I looked for a "boycott Toys R Us" page that I could become a member of, and not being able to find any, I created my own. My public page, called "Boycott Toys 'R' Us", has several testimonies of the horrendous customer service experiences, fraudulent advertising, double/triple billing, deleting of negative comments posted on their page, and illegal processing of payments for merchandise that isn't even available. Several of these comments have been deleted from the Toys 'R' Us Facebook page. When people asked why their negative comments were being removed, they were given this response by the TRU FB admin: "We value all comments good and bad, so please let us know if there is something we can help you with. Additionally, posts that include key words or phrases that may be considered offensive to the family-friendly fans of our page, outbound links and posts that include personal information are automatically deleted by our filter." However, I have taken screenshots of several comments that include words and phrases like, ** and others that went for hours or even days without being deleted.

After posting comments pointing out this hypocrisy and flat-out lies, several people were banned from the TRU Facebook page. They've since shared their testimonies on my page. Since compiling all of this information, including screenshots of comments being posted to their Facebook page before they were deleted, myself and others have been banned from the Toys 'R' Us Facebook page and harassed by several individuals that I believe to be affiliated with Toys "R" Us. A counter-page, called "Boycott Boycott Toys R Us'" was created by an account by the name of "Jones **" shortly after my page gained popularity, and the first person to comment on it was Bob **, PR Manager for Toys "R" Us. His comment read, "So, is anyone going to post anything on here?" There was also a notice on his own Facebook page that stated, "Bob likes "Boycott Boycott Toys R Us." He removed his comment when the admin for the page started posting, and one of the first things posted was a tag to my "Boycott Toys 'R' Us" page with the comment, "Gotta love heckling hens...take a look and get a laugh!" I wrote in response on my page, "According to "Boycott Boycott Toys R Us'", we are just a bunch of heckling hens.

I guess we must be onto something or TRU wouldn't be trying so hard to discredit our group." It only got worse from there with the admin posting this comment next: "I wish I was getting paid to by Toys R Us to discredit them, it's very easy work; but unfortunately I don't think the multi billion dollar corporation cares about 150 over-entitled, self-righteous bored housewives. " When I started writing about how unbelievable it was that Mr. Bob ** would associate himself with a group that sees no problem with making bigoted, harassing comments about concerned consumers, several people, including one Vinny **, started defending Mr. Bob **, saying, "He didn't write the statement.

Are people not allowed to have a sense of humor anymore? I don't understand why you're taking this so seriously." I responded that, as a PR Manager, it is just not good PR to associate yourself with a group that does things like this. Not to mention the fact that it is just extremely unprofessional. I explained that everybody needs to take responsibility for what they do on a social media site, and that what you associate yourself with will leave a lasting impression on people.

After that, Mr. Vinny ** wrote a comment which mentioned the fact that the amount of traffic generated on my page only slowed down after I was banned for "spamming" the TRU FB page with my page's link. However, I have screenshots of the 11 comments I wrote before my account was banned, and I never included a "link" to my page and only mentioned my page in 3 of the 11 comments. All comments were written in response to other people's posts as well. I did not fill up the TRU "wall" with messages, which is another form of "spamming." When I wrote a response to Vinny's comment mentioning the fact that only a Toys 'R' Us FB admin would have such extensive knowledge about what happened regarding my account being banned, he immediately removed all of his posts from my page and changed his last name to "Smith." I firmly believe Vinny is associated with Toys 'R' Us, if not an employee and was working with other people to harass and belittle the efforts of my group.

Another area of concern is the fact that Toys "R" Us is receiving similar complaints on their eBay seller account. Although eBay states it is against the rules for sellers to list items for sale that are currently being sold in other formats, like other websites or in a store, Toys "R" Us is doing just that. This is only adding to their inventory problems, and many people have bought items from them on eBay only to have the order canceled because of incorrect inventory. When I called eBay and asked them about this, I was put on hold and subsequently hung up on. I am asking that you please consider investigating these problems going on at Toys "R" Us.

Similar issues with orders being canceled and payment still being processed by Best Buy have been covered in a Yahoo article recently, and I just feel that it's very important for people to be aware of what they are dealing with when they try to shop at Toys "R" Us. I have contacted Megan ** at "NY Public Interest Research Group" who told me, "Your customer rights work is invaluable." I have also filed a complaint with the FTC and have been given a case number, and am also filing a complaint with the NYS Attorney General's office regarding everything I've gone through so far.

The item I ordered a "Cars" Race around ball pit is not the ball pit I received. After calling and being assured it was in stock, I get an email saying it was back ordered. There is no way to track it and they have no idea when it will be in but I was charged in full for it.

Toys r us breaking a legal contract. I have placed numerous orders for various products on line at toyrus.com. I choose in store pick up option. I list of stores comes up. I choose store that is listed as having item in stock. I placed my order and received confirmation that the order has been processed along with an order number. A few hours later, I get an email saying toysrus canceled the order. I am directed to purchase the order online which includes a shipping fee. I believe toysrus entered into a contract and they are breaking that contract by canceling the order. I am being harmed economically by incurring a shipping fee.

I ordered a Lightning McQueen Remote Control Car that my grandson told his Nana that is all he wanted for Xmas, so I went online on Dec 4th and ordered it. Within the next 24 hours, I received a tracking number and status that it was to be here between the 12th or 14th. I would look everyday on the tracking to find each day that the label had been created for UPS but never was picked up by the carrier. I have called Toys R Us on 6 different days to find out yesterday that something must be wrong and suggest that they reorder a replacement order and that it would ship today and be delivered to me by tomorrow (Friday).

So, as of today, I have still not received a tracking number and after talking to two different people in customer service to find out that I would expect a phone call from a supervisor in the next two days. My package still has not shipped and no one can tell me when or why this happened. So I decided to call in to find out if this item was in stock to be told that it was in stock and the price is $25 higher than I paid for it 11 days ago. There is my problem. They are wanting me to cancel this order, this way they can go on to the next parent or grandparent and get the additional price increase from them. I think that these kinds of practices are unlawful and it's disgusting that this company Toys R Us can do this to our children and there parents.

I am going to contact WSB TV and see if I can get them to respond but I would greatly appreciate everyone to pass this on to everyone they know to make them aware of these practices by Toys R Us.

Since I ordered the item at $44.95, you cannot buy it for that anywhere.. eBay is at $80.00 and of course Toys R Us new price is $69.99. You tell me that supply and demand does not drive the price up. Maybe we should all boycott Cars 2 products.

I ordered two Yoshi's Island for DS games on 12-2-11. My package arrived on 12-6-11 with only one of the games inside. I was however charged for the two games that I ordered. I immediately called customer service and was assured that the missing game would be shipped, so sorry that this had happened, yada yada. Three calls and one email later, the game still has not shipped. The game is in stock and no one can answer why it has not been shipped. I doubt that it will get here before Christmas, one little girl will be very disappointed. Not only will I never order from Toys-R-us online, I will never set foot in their stores.

I ordered a journey girl online from ToysRUs.com. While browsing other items, I saw that Disney Princess and Me outfits (also 18" dolls), were on sale "buy 1 get 1 free". Since they were on sale, I decided to purchase a couple outfits to give to my daughter with her Journey Girl doll. After I completed the checkout process (fully submitting payment), I received a notice on the final receipt, which stated the Princess and Me outfit that was marked as $0.00, was no longer available for shipping, and was automatically removed from my order. Had I known that before I placed the order, I would have put a different outfit on the order, or not ordered any outfits at all.

I called ToysRUs.com customer service, reported the incident, and was told that they could send me the item that was dropped from my original order, but they cannot price match it. The reason I was given for no price match, was that there was no record of me purchasing the outfit. I said, "of course there isn't. I received a message that the item was dropped from my order. The item was also supposed to be free, so I wouldn't have been charged anything for it anyway." Honestly, if that is the solution I was looking for, I would have just logged back into the website and ordered one online, instead of calling customer service. Then when I asked for a supervisor, I was told none were available ,and they could only send a message to a supervisor, with a request for them to call me back.

Two weeks ago, I repeatedly tried to call this Toys R Us for three days to inquire about a stroller in stock as online it stated that stores have limited quantities. Each time I called, no one ever answered the phone. I have called in the morning, afternoon, early afternoon and evenings. Even my husband tried to call. I believe the most I waited on hold was more than 50 minutes before I hung up. I probably spent over three hours on hold. Calling customer service and not receiving any customer service is terrible. I ended up finding the stroller at Wal-Mart because I reached my limit on holding for a live person to answer. I understand retail stores are busy this time of year, but to never have someone pick up the phone is the poorest of customer service.

Also, I went to the same Toys R Us yesterday for an advertised movie and the salesperson advised me that the store only had one copy on Sunday the first day of the sale. I appreciate his honesty, but come on! Why pay money on advertising when you can't sell the product? The service keeps getting worse and worse. I am a Rewards member, but really haven't been able to spend much at Toys R Us this holiday season because they never answer the phones or have the merchandise in stock. It's very frustrating. I also walked out of the same store on Black Friday in the wee hours because the shelves were not stocked. I am sharing because management needs to know how customers are being treated. Please share this with the store because they are not treating their customers right. I expect a response to this inquiry. Based on that response, I will determine if I want to continue to be a Rewards member.

I spent over three hours on hold to have no one answer the phone during three days. I only did this because my daughter really wanted that stroller; otherwise, I would have looked elsewhere. We ended up buying a different brand/color at Walmart. I had to explain to a three-year old that Toys R Us doesn't know what they are doing and we'll never know if they have the stroller. I had to show her pictures of other strollers and she was to find one that was in stock.

Toys R Us had a sale on December 10, buy one get one 50% off. I ordered two games online and selected in-store pickup. On the 11th, I received an email that my order was canceled because the store was out of stock. When I checked their website, it shows it is in stock and available for delivery before Christmas. When I called customer support, they shared that they would uncancel my order, but I would need to pay full price for the games since the sale ended on the 10th, that was their policy --a total ripoff. Why not ship the item to the store and send me the email to pick it up like other companies? There was no information that the order would be canceled if the item was not in stock at the store. I also prepaid for the item which is still pending on my card. They will not stay in business long with policies like these. I for one will never shop there again!

I attempted to purchase a Graco 2-in-1 plugin swing for pick up at a Buford store and had a problem with the website regarding my billing info. I decided to use a different bank account and by that time the stock ran out at Buford, so selected the Duluth store for pick up. During this time the site would not accept my information and did not send any conformation that the purchase was made. After trying again, I contacted my bank and was told the money was deducted from my account twice. I proceeded to contact Toys r us and was told that I would not be able to have my funds returned for 3-5 business days and there was nothing that they can do. I did not receive quality customer service and the problem with the site was not explained but excused. I would not give them 1 star.

I purchased a Vtech computer for $34.99, under a promotion, "buy 2 get, a 3rd item free". The 3rd item needed to be of equal, or lesser value. I chose a Vtech walker for $34.99. The walker was successfully added to my cart! Great! But to my dissatisfaction after I submitted my order, and my card was charged, they sent a message saying that the walker was not available. This is unacceptable. I feel Toys R Us took advantage of me, and they did not deliver their promise. This is a very shady way of doing business. Have I known that the walker was not available, I wouldn't buy the computers. Why wait until my order was submitted? Why tell me after my credit card was charged? I would like to be contacted, and get compensation for this horrible experience. I am very disappointed.

On 11/22/11, I ordered two video games via promotion: buy one and the second one is 40% off. The second game cost $34.99; discounted price was $20.99. Several hours later I received an email that the second item was backordered. On 11/28/11, I noticed on the website that the item was back in stock. I waited two days for the item to ship. On 11/30/11, I sent an email to the customer service department inquiring about my order. The response I received was that my order was canceled and I would have to re-order again at regular price and I would get a 10% discount. This is not acceptable. I want the item I purchased at the price I purchased it for. I did not cancel my order and never received my second item at 40% off. Please help me.

I tried to order toy on the website but was unable to. The website indicated I should call the closest store to pick up the item. I called the store and Patrick was very helpful. He found the item and indicated I could have it at the website's price (he found it on the website as well). He agreed that it would be held until Thursday. He gave him my daughter's name who would be picking it up on Wednesday.

I called early Wednesday morning to confirm, which they did (in customer service). When my daughter went to pick it up, they told her she would have to pay full price and would not budge when she gave them the details. I called that evening when I got the message and was placed on hold for over 20 minutes before anyone came to the phone. Issue was resolved after talking with two staff. My daughter will now have to return to the store if we want the savings on the toy. I also ordered toys from Target on same day and encountered no problems. I will not try Toys R Us again.

Every time I have been trying to shop or order items online through Toys R Us in the past 2 months, I get the same message, HTTP Error 404. The requested resource is not found. It happens from 3 different browsers, why can't I view you're site? It is too close to Christmas to not be able to shop and purchase items for my children. Help!

I placed an online order on 10/31/11. I received a confirmation email stating that the item was in stock, ready for shipment, and to be delivered by 11/3/11. I called on 11/4/11 to find out that the order had been canceled due to the item being out of stock. The order was intended for my granddaughter's birthday on 11/5/11. After talking to a supervisor, who offered me 20% off expedited shipping, he informed me that it would not be there until 11/8/11. He also stated an email had been sent informing me it was canceled. I never got the email. I even checked my spam folder and junk folder. It is amazing that I get all promotional emails, but somehow did not get that one. Hmm?

Also, in June 2011, I ordered a tricycle online, to be delivered to MS. The order was returned, "Refused by consumer" in GA. Again, no email was received. I found out from the UPS driver, who delivered it 2 days later, that the original UPS tag from John ** of the Toys R Us warehouse in GA had not been removed so it went out and right back to the warehouse. That, too, was a birthday present for my grandson. It was late again!

Here's another Toys R Us blunder that was ordered online for In Store Pick Up in Anchorage. My daughter went to pick up the item, and was unable to pick it up because she was not the "Billing" name on the purchase. Yet again, the email confirmation I received when I placed the order clearly has her name as the individual picking up the order. I had to print the email and fax it to the store before they would release the order to her.

When dealing with Customer Service, their excuse/attitude is always "I do apologize, but unfortunately there is nothing we can do". Don't they realize that they are letting down children? I will never shop at Toys R Us again!

Toysrus.com is having a promotion for Leapfrog Tag and Leapfrog Explorer games. When you buy 4 items, you get a certificate for a 5th item free. I bought 4 items and I only received credit for 3 items. I was told that not all items are eligible. When I told them that the actual web page where I purchased the Leapfrog Explorer game (Get Puzzled) stated that when you buy 4 Leapfrog items, you get the 5th free, I was told that it only said that so consumers know that there is a promotion going on. I then asked, how do I know when an item is eligible? They told me they don't know until the order goes through. I believe that their advertisement is illegal. They are making consumers, like me, believe that when I purchase this item, it is part of the promotion. Please go to Toysrus.com and search for Leapfrog Explorer games Get Puzzled. Then scroll down to the middle of the page and you will see a red square that says Save... Buy 4 Leapfrog items and the 5th one, free. This is false advertising and shame on Toys R Us.

Toys "R" Us has one of the worst online applications ever. After submitting my education history, the application automatically submits itself skipping their personality questionnaire and automatically disqualifying me for the position. I have spent over two hours trying to figure out a way to submit it properly.

An online pre-order that was paid for an over a month previous was not shipped when the product was released. No information was sent stating that there was a delay, but rather, information was sent the day the item was released, saying that they had it in stock. Toys R Us decided to delay the shipping for 3 business days with no warning or explanation.

Toys R Us have us and relatives very upset. Most things online cannot be ordered online, they must be picked up in the store. And when things are available online, there is a major problem happening that the default shipping goes to the person, the gift is for, (the person who put the Wish List up). We have to go back and forth and keep putting our own address in.

Then, we go into the store and wait more than an hour in line to put a product on hold. This was in the Roseville, Michigan store. People were screaming and had to pick their kids up and had appointments. They were told that people had been laid off. At Toys R Us in December?

No job application center inside the store. The online application will not allow me to open up all pages necessary to fill out their application such as tax credit survey. I do not like that you have to download your own resume for online application process. I called the store for information and got hung up on while seeking help.

I placed an order on Toys R Us website for Zhu Zhu pets. Unfortunately I had not seen all the articles regarding a potential recall (the order was placed yesterday morning 12/19) On 12/20 I promptly called Toys R Us 800 number to cancel the order. Because there was no "official" recall they would not cancel my order. They said it was out for shipping. Which I find hard to believe since it was a Sunday. I plead my case saying that even though there was no "official" recall, I didn't want to take a chance with my child's life and asked if they would? She said her child had one already. It didn't matter to me if the recall was official or not. They refused to cancel my order which I think is totally unacceptable. Now I have to pay for shipping (they will return the cost of the actual toys, but not the shipping) and I have to pay for return shipping. This company has absolutely no consumer advocacy.

I am very dissatisfied with my order and customer service I received from Toysrus. I ordered the Tony Hawk Ride for Wii. I just received it this evening. Upon opening the shipping box, I pulled out the item in its original packaging. Unfortunately, the package was already opened. The plastic had been cut open with a knife or scissors. There was enough room for the item to have been pulled out and possibly tampered with or damaged. I can not understand why it was shipped this way. It is very obvious that the package was opened. When I ordered this from Toysrus, I expected the same quality as if I were pulling it off of the shelf myself. I was extremely dissapointed. I do not know if the product works or not.

When I called customer service, I seemed to be getting no-where, so I asked to speak with a supervisor. The supervisor informed me that there was nothing they could do. He would send a carrier to me within 7-10 business days, at which time I would be credited and sent a new one. I informed him that Christmas is in 7 days. He said there was nothing he could do. I suggested I purchase a new one, and then when they received mine, they could credit my account. Unfortunately, there were none left in stock. I asked about returning it to a toysrus near me for an exchange. He informed me that the individual stores did not need to accept my exchanged, damaged one, but he told me I could call and ask.

So...now, my husband has to head to the store, the last Friday evening before Christmas and hope for an exchange. The whole reason why I ordered it online, is because I am unable to drive due to seizures. Christmas is in 7 days, and my son is without his gift. Our children only get 3 gifts, so obviously this will be upseting to him. This was his big gift, and then he gets two small gifts. I wish Toysrus would have been more helpful and acknowledge their error, and try to reconcile everything. I am very dissapointed with Toysrus.com. They did not help me with this item in any way!

On 12/08/09 I placed an order online. I have twin nephews that I completely adore! I was looking for a specific item and found it. I placed the order on 12/08 with standard shipping knowing that it was enough time to receive a little before Christmas. On 12/15 I received one single box and inside was a FEDEX for stating 2 items had been delivered. So I called the 1-800# and the representative told me that the warehouse made a mistake. They mistakenly placed only one set of the toy I ordered, and that unfortunately this particulare item was out of stock! For any of you that have kids, you know how detrimental this is.

I decided to order something different, knowing that I had very little time to make a purchase anywhere else and the circumstances forced me to purchase a different item. The representative then told me that my order would not be on time for Christmas so I asked her to try to get me free express delivery since I was in a serious bind here. She was able to do that, however I am very disappointed because I took time to research and look for this particular toy and I am sent only one. To the representative and her manager it was very easy to say "you can order something else" but for those of us who have kids, you know how hard this is, how upsetting, and how disappointing. I am not happy. I received the item just yesteray and I am not happy at all.

They cannot tell me why my order has not processed. There policy is 24-48 hours from order to shipment. It is the 17th and my order (1 item) was placed on the 11th...

I will probably end of purchasing this because it is getting to close to Christmas to waste anymore time. I would appreciate a refund of my shipping for an item that should be made available at all locations. Please contact me to let me know how you are going to help me with this issue.

I purchased 19 items from toysrus.com. After 9 days, I only recieved 2 of the items, one is still in transit for over 7 days now. I called and requested to cancel my order and they are refusing to do so. Bare in mind, that 4 days ago, TRU cancelled 1 part of my order and is still charging me for this item.

The useless csr tells me let me see if I can credit you for that amount. Let me see, are you kidding me, its my money, the item is not in stock, cancelled on their end and has not credited my account. They have no answers, do not care about their consumers at all, and can clearly tell you I will never use their online service or shop in their stores.

So now I dont know if I will receive my kids christmas gifts in time or let alone get my money back. FRAUDS! Charged my account over $150.00 and do not have the items, cant give me a status on shipping, or if items are actually in stock and $13.99 on an item they cancelled and have not credited me. Now I dont know if I will get my money back or my order

I told the representative to look at their site and see...he told me he was sorry. but that is the deal. I will NEVER never never buy another toys r us anything. there are other places to shop that do honor their adds and toy r us are not one of them. PLUS, I will make sure others know and avoid time and effort of placing the add.

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.

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.

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.

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.

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.

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.

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.

I placed an order online at Toysrus and at the time i never considered how big of a mistake it could be. I bought almost $500.00 worth of products. The next day i went to go look at my bank account and i was minus money. It didnt make sense because after bills were paid and toysrus was paid i should have had about $400.00 left in the account. I called my bank and she told me toysrus charged me twice.

I called toysrus and they were very cavalier about the whole thing. I told them they charged my account twice and now i have to pay bounce check fees, have no money for the rest of the week and i needed to get food, gas etc. The operator told me there was a glitch in the system and it happened to a few people; there was nothing they could do about it at the time and i would probably get my money back in 3-7 business days. How can a company just take your money like that.

To top it all off whenever they do decide to give me my money back some of it the bank will take because of the bounce check fees. I will never buy anything from toysrus again...online or in store and i pray that people read this and are careful so they dont have to sit there and wonder how they are going to get to work, pay for their childrens needs etc just because toysrus screws up and wont do everything possible to immediately fix the situation.

I have to pay bounce check fees, i have no money for my husband for lunch for work, no gas to get anywhere and no money for the things my daughter needs. Not to mention the emotional frustration and worrying how i am going to take care of my family.

Wrong item shipped at same price but less value!

Bad Customer Service, canceled order, lost me as a consumer and will purchase from Marvel - I recommend them s=for costumes!!

I placed an order online for toys I wanted delivered to my grandchildren in SOuth Carolina before I arrived. I wanted the toys there so that I could entertain them while there. The order never went through. I found out only two days before my trip. I called Toys R Us coustomer service to reorder the toys over the phone, because I didn't trust the website. I wanted free next day shipping so that the toys would get there. They refused to believe there was something wrong with their site. They kept telling me it was my fault because I didn't hit the submit button. However, the whole time this was going on, their screen said something totally different than mine. Myra kept saying that it was because the website wasn't updated. That was somehow my fault. ?????

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

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!

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.

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.

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.

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.

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!

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.

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.

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-

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.

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.

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.

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!

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.

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.

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.

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.

that it would ship in 3-5 days - well before Xmas.

never delivered.

shipped.

Toys R Us.

I placed an order on the internet for one Gymini Activity Mat in primary colors. (There are two activity mats from which to choose.) I received confirmation of my order via email and noted that it stated: Quantity ordered: 1; Quantity shipped: 2.

Several days later, I received two packages from UPS. I received two activity gyms in black/white/red and not in primary colors as ordered. I was charged for both gyms, although I only authorized charges for one. I immediately called the toll-free line, spoke with a representative who could not assist me. When I asked to speak with a supervisor, I was told that the wait would be between 10-35 minutes. I waited for 20 and then hung up the phone.

After calling back that next day and waiting approximately 10-15 minutes for a supervisor I was informed that the company could not help me. (I had asked that they send UPS to pick up the duplicate activity gym and credit my charge.) The supervisor informed me that I must go to a Toys R Us store to make a return.

When I explained that they activity gym was large and that I would be traveling on the subway with it, the supervisor stated that he could do nothing to assist me. I then emailed the customer service department on the web site and have not received a response. The supervisor could provide no explanation as to why I received the wrong gym.

I was charged approximately $84 for two products while I ordered only one. I will now be forced to visit a Toys R Us store in Manhattan with the large activity gyms, deal with the holiday crowds, and typically incompetent employees.

On November 23rd I ordered 2 items from their online store for my son. Today is December 4 and they still have not shipped the items. At the time of the order, they offered free shipping which it said would require 7 days, today is the 11th day and it has not even shipped.

Myself and my wife have attempted to get them on the phone and it is usually down. On the few occasions we have been able to get through, we just get a run-around with no answer. We have asked to have the order cancelled and they claim they cannot cancel it either.

Since they won't cancel the order or ship the order they have hi-jacked $90.00 of our money. I paid with a VISA atm so it is cash not credit. I think this sort of behavior is unacceptable.

As I type this I am on the phone w/ them and one individual put me on hold now for 30 minutes after I asked to speak w/ a supervisor.

I just spoke w/ the supervisor and he claims no way to cancel either. We have been unable to retain our money to use for other purposes due to their blatant dis-regard for people.