Toys R Us - Returns

Toys R Us is the most non-customer service business I know. I have two children and usually average about $1000+ a year in toys. I will never give a penny to this store. Your return policy is crap and only benefits you not the customer. In this day and age with online ordering, Wal-mart, Target, etc., you would think you might want to give the customer a reason to come to your store. I will pay twice as much before I step foot in your store. Your employees are rude and untrained. From reading this website it is obvious I am not the only one who feels this way. Maybe your CFO should try shopping at a few of your stores.

On November 11, 2011, I purchased two Air Swimmers and two Helium tanks which are needed for the Air Swimmers. I gave it to my grandson as gift on Christmas Eve. It was too bad that the helium tank was completely empty in a sealed box. I tried to return the defective tank and I was told that they could not take the tank back. The manager was insinuating that I had used the helium and I just wanted something for free. I spent over $125.00 on these four items and I told him that. They can't take them back but they are still selling them. All I wanted was a tank that was not defective. I was told to contact Animal Planet so that is my next move. It is the principal, not the money.

In short, on 12/19/11, I purchased an I-Copter from Toys R Us as a chistmas gift. The toy was defective out of the box. On 12/18/11, when I went to exchange the item, I waited over an an hour for someone to check stock. There were no more. The customer service cashier then told me that I could only get in-store credit, even though such policy was not listed on my receipt, nor was it posted in plain view at the point of sale. I asked for the store manager, but was told he was "not in the store". I was instead given the assistant store manager, Greg **, who was literally gleeful that I would not receive a refund. When I asked where the policy was posted, the assistant manager himself was unable to locate the "policy" on the sign behind the customer service desk. And when he finally did locate the clause, was unable to read it from just 4 feet away, on his side of the service counter, because the type was so small. This sign is not visible to customers checking out at the point of sale, nor when entering the store.

When I asked where the information was posted for a customer to see this before making the purchase, he initially could not find the information. He had to look around the register, and found it, in smaller print, under the check cashing stand. Neither sign are posted in clear view, nor is it listed on my receipt. I asked for the number to corporate, and was told by a tired and rude phone representative that it was at the store's discretion whether to issue store credit or refunds. When I presented this information to the assistant store manager, he became visibly happier and said "I won't go against store policy, and I won't give you a refund". He then initially refused to give me his last name or employee ID. Later he did, but then refused to give me the contact number for his manager, Bill **, or the store's district manager, Scott **.

I would never purchase an electronic item from a store that only offered in-store credit, and I suspect that no reasonable person would either. I have no use for a Toys R Us gift card because I would never purchase an item from Toys R Us with such a policy when I could easily go to K-Mart, Sears, Wal-Mart, or an online merchant and exchange or return an item with no hassles.

I immediately went over to Brookfield Mall and purchased a working helicopter.

I purchased in July online a Claw Arcade Game for my granddaughter for Christmas. It's hard for me to hold gifts this long, but I did. When opened and batteries are put in it, the Claw won't move. My son-in-law said the machine smelled funny. I called Toys "R" Us and they won't take it back because it's been over 90 days. I'm not asking for my money back, I just want another one. They told me there's nothing they can do. Seriously!

Today, December 26, the biggest return day of the year and Toys "R" Us have the worst return policy. I bought my son a 5a DSi 3D Game Console for Christmas yesterday, but when he opened it up, the screen was too bright for his eye and he didn't like it. I never knew that Toy "R" Us didn't do returns on open games so I went to the store which is in Glen Burnie Mall, MD. And that's when I found out that I can't get a refund for a game my son will never play, and I asked if I can just exchange for a plain DSi and they say no, so I'm just ** out of my money and a game.

I went to the store in November. I saw a barbie doll (cheerleading) and the paper ticket under those dolls was $9.99, so I took two of those barbies and when I was in checkout the cashier told me these items were $28.00 each! I told and showed him the advertise paper and took a picture of that because I knew it will be my word against their! The cashier agreed that the price shown is $9.99 but he said it was a mistake from the employees pricing the item. I told him, well, honor the price of $9.99 since I caught the error! The cashier agreed but needed a manager to do this transaction. Well the manager Joaquin came in and was rude and said to me: "There is no way I'm gonna give you the barbies for $9.99."

I told him and showed him the error from the pricing and he went ahead and removed the paper ticket from under the dolls! (That's telling you it was their error). But he didn't acknowledge it and insisted not selling me those barbies for $9.99! He said, "If you want me to give you those barbies at that price, you need to spend $50 and then I'll give the barbies for $9.99 " I was so mad and confused and disappointed I can not believe he was yelling in front of coworkers, customers, my kids and telling me "no, no, no!" I just told him he was very rude and had no common sense and had awful customer service! I decided to leave the property and filed a complaint with Toys R Us; but since November I have been waiting for this matter to be resolvednothing yet! I do have proof of their error! Toys R Us is the worse store we have in town. With managers like that I do not want to go back there no more!

I bought a Nintendo 3DS. I took it home and opened the box not knowing about their policy. They have nothing written on their receipts, only a small sign in the store. I had the Nintendo 3DS for a day and a half and didn't like it .I think it's horribly unfair to force customers to keep products they don't like. At least provide us with a store creditI mean something! Wal-Mart has a 15-day policy for computers/electronics opened. They examine the product and decide to either give you a store credit or your money back. Either way you are not stuck with a product.

Also, the manager of the store never came out to talk to me or anything. Their attitudes were horrible and I felt like they could care less about their customers! I called Toys R Us corporate and they could care less too! They took my complaint but I don't see anything happening. Needless to say, they lost me as a customer! I know they don't care, but if they continue to ** people, then slowly they will loss customers and have to close more stores.

I bought online some gifts for Christmas. When my husband went online to our bank account, he noticed that there was two charges for the same items. He called Toys R Us. They told him that the second charge is for security of the money. I've ordered online plenty of times from different companies and never heard of charging for something twice and when your item is shipped, they refund your money, but it takes 3-5 days. Well, we had a mortgage payment sent. So I had to borrow money from my mom, so my check for the mortgage did not bounce. I was so upset. A huge inconvenience. I will never order online from them again.

I bought my three boys mp3 players. When I went to the register, they told me they had a new policy where you deal with an outside organization for return policies if you want to get your money back. The lady said that you had to pay for warranty for each item that you would want your money back. You pay $3.99 for product price $0-$24.99 and pay $7.99 for $25-$49.99.

I asked the lady what happens if I don't get the warranty. She said you have to get in-store credit, but you can only buy in electronics and nothing else. Since this was a gift, what if the child wants something else that is not an electronic item? So I got the warranty because I was told that I should not have any problems getting my money back.

Well, eight days later, the products do not work. I call the number they told me to call and the lady on the phone says to take the items back to Toys R Us so that the said company can give my money back since I paid for the warranty.

When I took it back, the store manager said that I could not get my money back since it had not been thirty days. The only thing that I could get, she said, was in-store credit. I told her this was not what I was told and she continued to tell me that I would have to wait thirty days to get my money back. She said that I should call this outside source and tell them the product does not work and then I have to mail the product in. I told her I paid for this warranty and the product does not work.

So I have to wait 30 days before I mail it back to this outside company. I should also pay for shipping to prove I mailed it. She was rude and the outside company customer service was not helpful as well. So I will wait thirty days and after paying for shipping maybe they will give my money back after I was told this in the beginning. I will never buy from Toys R Us again.

I will tell everyone about this. I have never had this problem with Wal-Mart and Kmart. I can't wait till Christmas. Toys R Us will have a lot of mad people when customers are told they have to wait thirty days to get their money back and their kids are crying.

I bought an electronic learning toy for my 3-year old. He did not like it and I couldn't return it. I bought a Leap Frog Tag Junior toy for my son. I brought it home, used it for 30 minutes, and then packed it back up again. I only took out the little reader dude. I left the books in their packaging because I knew that I might return it. I get to the store the week after and was told that because I opened it and used it, I could not return it. Also, not liking the item was not a good enough reason for return. What the **!

Nowhere on their receipt does it state that it was a final sale nor did the cashier inform me that it would be a final sale. They were keen on selling me the replacement warranty though. This is just ridiculous. How would you know if you liked a product if you didn't open it? I can understand if it was a DVD or a CD Disc-copyright and stuff. This item does not come with a CD. The store clerk (not sure if he was management) was quite smug at telling me no refund.

I sent an email to Toys R Us Canada (but, of course, I probably will get the run-around or "too bad, so sad") and my local media that does consumer reports. This item is on $30--I was thinking of buying a $110 tablet item from them but ** no! Not after this. I don't know how they can live with themselves by cheating their consumers out of their hard-earned money.

My son's riding toy just literally fell apart while he was riding it. Parts just fell off the thing and I would put them back on, and they would fall off again. I kept doing this and finally, I just said "the ** with it" and sent it in for repair. They said it was denied. At the store, I was told it was bumper to bumper coverage. Total lies.

I purchased a razor scooter on August 21. I went to return the defective scooter six days later.

The manager Dale would not take it back simply because I threw away the box. I told him to keep the new box and he said no. I explained I never attempted to return so why would I keep the box? He still refused even when he has seen my son in tears.

Really poor customer service. I will never purchase from Toys R Us again and will tell all my friends.

I originally began attempting to contact someone at Toys R Us with regards to a small issue that I have with their return policy. In that attempt, I have been shown what little respect or concern Toys R Us has for its customers. At every level, from the employees at the store, to the Executive Vice President and Chief Administrative Officer, Deborah **, I have been treated as if I am just wasting everyone's time and that they wish I would just go away and leave things be.

Documenting my concerns seems to be the only thing that anyone is willing to do. No one, at any level, is willing to listen to my concerns with their policy or why I have an issue with them. I went through the channels set up by Toys R Us for customers to send their complaints and when that was not satisfactory, I pursued other avenues to get into contact with someone at the company that could address my concerns. At this point, I have given up on anyone with Toys R Us caring or doing anything about my original issue, but I am not going to give up on the issue I have with how Toys R Us treats its customers.

I bought a Nintendo DSi for my child for Christmas. She opened it on Christmas, and realized it was the DSi, not the DSi XL. I attempted to return it along with the receipt to the store, and they refused to exchange for the XL. The clerk working at the customer service area was rude, and so was the department manager. She called over to tell me the exact same thing. My 11 year old heard the manager telling me I could exchange it for another DSi, but not DSi XL, or a refund.

She said, "mom, why don't you exchange that one, and come back tomorrow for DSi XL?" She didn't realize the male manager would suddenly reply "no, we would know all your little tricks!" He scared my child, and made the store look bad, as there were 5 people waiting behind us. Neither of the employees apologized, or provided proof of their policy. If customers were aware of their policy, they wouldn't purchase electronics. I spent around $1,000.00 this year at Toys R Us, and this is what I get? Never buy from Toys R Us electronics again! I can shop from their competitors.

I purchased a Polaroid 8GB mp3 player for a Christmas gift. I tried to pre-load it with music and pictures to find it always locking up on me. I took it back to the Toys"R"Us to be told that I can only exchange it for the same product, which is stated in their policy. I begrudgingly accepted. What I found disturbing is that they wanted to open the new item. This is what bothers me. Nowhere in their policy--or could they provide such writ that the store has to open and exchanged item? This could only be provided to me verbally.

I just wanted an unopened product to be able to sell it for at least close to what I paid for it, but to no avail. So now, I am having to deal with Polaroid and will probably have to pay shipping cost to try and get my money back for, in my opinion, a faulty product. Toys"R"Us could easily write or print on the receipt to assure that this product would not be returned to another store and refunded--that was not my intention. What bothers me is that there isn't anything in their store policy stating that the exchanged product has to be opened before leaving the store.

I bought a Nintendo DSi for an early Christmas gift for my son on 9/16/10. In the meantime, since he is only 7, he changed his mind. I returned to the store with my receipt to exchange the still sealed box for a more expensive Nintendo DSi "XL". The store manager told me there was nothing they could do for me because it was over the 45 day return policy for electronics.

Not only will my son be very disappointed on Christmas Day, but I think this is unacceptable and will no longer shop at Toys R Us. If early Christmas presents cannot be bought at the store, there should be a large sign in front the the electronics department stating that electronics cannot be bought until late November! I have spent a lot of money in this store over the years, but will no longer. I will also be posting a notice on my Facebook page telling people not to shop there.

I bought a toy for my six months old baby from Toys R Us and she doesn't like it at all, so I went to return on July 9th 2010 at 4:30 PM at Alderwood Mall Store, WA 98037. The product was open to try, but everything was in original box with receipt less than a month of original purchase. The Toys R Us customer service representative (Syllena, transaction number is **) was very rude while serving me. She said you opened the item so you cannot return it. I told her to show me the policy where it says that you can't return if you open or try the item.

She was keep saying very rudely and miss behaved with me that she knows what she is doing. Then she called some one else and finally returned my item. After that I said you shouldn't deal your customers like this, she said, I gave you the refund what else you want as if she gave me charity. I was really insulted with her behavior. I think I also discriminated for my skin color as well as for my race. So I like to take action against her for her behavior as well as for discriminating me.

I filed a claim for an electric razor scooter June 201O. Then I started googling to see how much of a hassle it would be to actually get my money back and was horrified when I read all these claims. I was sure I would be had to..... BUT I WAS NOT. I had a great experience. Service was fast and friendly. My shipping label arrived about a week later and my item was to big to ship so I was informed to just rip off any old piece and ship that along with a note stating that it was to big to ship. 8 days later my gift card for the full amount arrived. I couldn't be more happier. THANKS TOYS R US MINNESOTA!

I even took a picture of the posted Return Policy hanging above the customer service desk and there's no mention at all of a "14 day policy". What is printed on my receipt is that Refunds are allowed within 45 days with a receipt. To say that I am extremely dis-satisfied and angry because of the terrible customer service is an understatement!!! As a cost-conscious working parent, lousy customer service like that is completely unacceptable!

Buyer beware, the "R" in Toys R Us obviously stands for rip-off! I suspect if I have any issues with the product when I finally do assemble it, Toys R Us might not even deal with it, and more than likely they'll do something equally stupid like ask me to contact the manufacturer directly for assistance. Where...in China?

I went to return UNOPENED Thomas the Train sets and some engines for exchange of a different kind of Thomas the Train track set. These were gifts to my 4 year old for his birthday. They were ordered off the internet and there was no gift receipt. Joe the Store manager of store number 5615 told me that under no circumstance could he process this exchange without a receipt. I had to drive over 30 miles back home to try and find some kind of proof of purchase to drive over 30 miles back. He treated me like some kind of thief and all that. Which the associate was able to do the return without even looking at the packing slip I brought with me. I will go out of my way in the future to avoid to buy anything from Toys r Us again!

I am extremely unhappy about the return policy that the Toys R Us Roseville, CA store number 9580 has with "last one, no box" items. We were going to purchase a Tony Hawk 16" bicycle for $99.00 plus $10.00 assembly fee for a "last one, no box" item. However, the sales associate said that we would be unable to return the item to the store if it was defective or if we had any problems with the bike (even if we returned the item the next day), unless we purchased the $12.99 15-month replacement plan. That is absolutely ludicrous.

They are overselling their customers. Truly an act of bad sales practices. I will be taking my business elsewhere.

They are a horrible company to do business with. Went to return two zhu zhu pet items sealed with receipt. My father passed away and it had passed the grace period of 90 days. The manager would not even give me an in store credit to purchase something else. They told me to return them to Wal-Mart! I would never shop there again!

I bought a toy guitar for my daughter on 3/2/10 and it stopped working correctly 2 days later. On 3/8/10, I tried to return it. They said they can't put the refund on my visa card they have to put it on a gift card because it is an electronic item. I asked how so and was told anything with a battery is considered an electronic item. I was baffled to say the least. It's a toy for $32.99 and they reworded their return policy to benefit themselves. If this is not fixed I don't think I will return.

For Valentines day I decided to buy my husband a new Xbox 360, so I went to the Toys R Us in my neighborhood and purchased one on Monday, February 15th. My husband started connecting it on Tuesday the 16th when he realized the power plug did not fit the console. It was already late in the day and we couldn't go back to Toys R Us so we decided to go back the following day on Wednesday the 17th.

Once we arrived at Toys R Us and told them we needed a new power supply cord, the manager took off the face plate from the console and told us that we couldn't exchange it because the faculty seal had been broken. I tried to explain to them that I didn't touch anything inside the console and that I was just trying to get a new power supply cord. He told me that because the seal was broken he could not exchange it, refund or do anything about it. He made it seem as if I had tampered with the seal on purpose. Why would I tamper with such thing? So my next attempt was to call Xbox directly. When I called them they asked me if the serial number on the back of the box matched the one inside the box (which they said it didn't). He continued to explain to me that although the face plate outside case was new, the hardware the the Xbox itself was refurbished. Because the serial numbers did not match, Xbox was not responsible for exchanging the Xbox.

I went back to Toys R Us (as suggested by Xbox) and told them they had sold me a refurbished Xbox. They kept telling me over and over like I was an idiot that they "do not sell refurbished products" and I kept telling them that I bought the Xbox from their store on Monday and it is obviously refurbished. I called Xbox again and they said the most they can do for me is send me another power supply cord but if I ever have a problem with the Xbox, I would not be able to exchange it because I have a refurbished box. So in the end, I end up with nothing. Toys R Us says it's not responsible and Xbox says Toys R Us is. Neither one of them will exchange my product.

We bought a Wii remote for Christmas, and it didn't work. On December 26, 2009, we tried to return it to Toys R Us. The employee stated that their policy is that a game system hardware that's been opened can only be exchanged (which is stupid because how do you know it doesn't work without opening it?), and they should get more in within a week.

We've been back 4 times since then, and they haven't even gotten any in and they have no way of knowing when they will come in. Since the receipt expires in 45 days and because other stores in town have Wii remotes, my husband complained to the manager, insisting we get a refund so we could buy it elsewhere. After 45 minutes of dealing with our local store and the 800 number, Toys R Us finally agreed to give us our money back.

My husband asked to talk to the regional manager, but the store manager said he could only pass on his complaint. My husband told him that if the district manager doesn't call him personally, we were done with Toys R Us. Well, I guess, Toys R Us doesn't care about our business, because we never heard back from him. So we're closing out our Toys R Us credit card and taking our business to stores that value their customers.

And what happened when I returned the Wii remote last night? I had to go through the whole big hassle all over again, and the manager ended up going back on his word that we would get a refund and would only give us store credit.

My child received $20 worth of Wizard cards for Christmas on December 26th 2009. The giver gave us receipt in case she did not want them and we went back the next day to get a store credit or cash back. We were informed that this was not possible and that we needed to contact the manufacturer. Toys R Us was not responsible for those items that they sold, even if we had a receipt.

We attempted to get in touch with the Wizard people without success. I went back to speak with the store manager as we were not afforded that option the first time. Again, we were denied this. Even this employee seemed sympathetic to our situation but the first employee was not. We emailed Toys r Us and they said that they would get back to us in five days. Eleven days later, there was no response. We emailed them again and they sent a form email telling us someone would get in touch with us soon. Several days later, there was no response.

I am telling all my friends and relatives not to give us anything from this company because we may not like it and it probably cannot be exchanged. I so regret that we have spent thousands at Toys R Us in the past on Pokemon cards, bikes, video game systems, games, diapers, baby food and all the Barbie paraphernalia made; never again.

My little 10-year-old girl missed her Christmas present and yes, she was present the first time we went to make the exchange, thinking she would get her present. Our recent experience shows us that it is so sad that a company oriented to kid's items doesn't care about kids.

Returned an unopened Tag Jr. Curious George book. I asked to exchange it for another title. This was a duplicate Christmas gift for my 2-year old. I was told okay. I took my exchange item and another item to the counter to pay and exchange and was charged $3 for the difference. Since the books had been on sale in the last 90 days, so basically charged me and then put my item back on the shelf and made another $3 off of my return once they re-sell it.

I talked to the customer service employee at the store then the manager, Eric, who told me that, "We are doing you a favor by taking the item back without a receipt," then I asked for the district managers name. It is Allen ***. But no one would provide a phone number to reach this person. I then called the corporate office and spoke with a CSM named Kristie then her manager named Clarissa. They both refused to refund my $3 and Clarissa informed me that, "Toys R Us is not going to change our policy for you," and advised that I could write a letter of complaint to the corporate office and provided me that address but refused to provide me her direct supervisor's name. I am out $3 and they are making basically $6 off the return and I will never shop there again.

I was in one of their stores on 12/30/09 and had an issue regarding return policy. I received a Lego Indiana Jones video game from my niece for Christmas (she bought it 11/29/09), I already had it. I went to the Joliet Toys"R"Us #6018 to return it. It was unopened / unwrapped from shrink wrap and I had the gift receipt. I asked for a cash refund and they told me that I would receive a gift card, which I reluctantly accepted.

The confusion stems from the wording of your return policy on the back of the register receipts. As worded, it states your general return policy, then for all refunds and exchanges, then electronics/video policy. Under the electronic/video policy, it states, "refunds given within 45 days of original purchase--a dated sales receipt or gift receipt is required--for refund, item must be returned in factory sealed, unopened package--opened item can only be exchanged for identical item.

"Now, I met all of the requirements listed under the electronic/video policy section. I read that to mean that I was eligible for a cash refund, since it was different from the general return/exchange sections. If not, then they should specify in the electronic/video policy section that "a dated sales receipt is required for cash refund, a merchandise credit will be given for gift receipt."

Their response: "Thank you for your inquiry regarding our return policy. We will gladly accept returns within 90 days of the purchase date on most items sold at any "R" Us store in the U.S or Puerto Rico. Simply return it within 90 days of purchase with your receipt and original packaging. For returns without a receipt, a driver's license is required. The refund will be given in the form of a merchandise credit for the lowest promotional price within the last 30 days. Items must be returned unused and with the original packaging. Please note that "R" Us stores reserve the right to refuse a refund.

"We will accept returns within 45 days of the purchase date on the following products: video games / accessories / systems, computer software, VHS, DVD, music, electronics, radio control, trading cards and collectibles. The original receipt is required for a refund or exchange and the item must be returned in its unopened, factory sealed package. If the item has been opened, it can only be exchanged for an identical item."

So, I go to the trouble of typing a complaint and I get a standard form reply. I'm sorry, but to me, the term refund refers to cash, merchandise card/gift card or is something different. I now know that I will carefully consider any purchase I make from them in the future. If it's electronic or video games, I think I'll shop elsewhere. I received a Toys"R"Us gift card for $21.64. I can only use this at Toys"R"Us as opposed to getting a cash refund that I could have used wherever I wanted to. Now, I'm forced into having to purchase something from them instead of using the cash however I wanted to.

On 12/17/09, I purchased the Zhu Zhu Playset for my daughter for Christmas. In the past, I've never kept my receipts. I learned my lesson this year and kept all my receipts. My daughter had the hardest time putting this toy together. I come to find out it was defective. I tried returning it to Toys R Us with my receipt for $129.99 plus tax and I was told because it is considered a Consumer Electronic (has to have batteries), which was already inside the toy, that I could only get a store credit or exchange for the exact same one. My daughter didn't want another one and I'm stuck with a credit of $140.00 that I am forced to spend there. I will never shop Toys R Us again. Every time I buy something there, I always end up having problems with them. I have a $140.00 merchandise credit that I can't use. My daughter is upset because she wanted her money back to purchase something at Target.

We purchased two Spinmaster Switchblade Air Hog RC toys for Christmas. Upon kids tearing through their Santa gifts, we commenced to opening the switchblades and getting them charged so they could play with them. We found out immediately that one did not work at all. Later, when we took the other outside, we found that it did not work at all like it was supposed to. After several crashes to the ground, realized that it could not withstand much of that, so it has been given dresser duty. Upon trying to return with a receipt, the one that doesn't work and has been opened can only be exchanged for the exact item. The other being opened and I did not keep the original packing, because I did not realize it was going to be a total joke of a toy cannot be returned. What an expensive lesson to learn.

I contacted customer support online hoping to get better satisfaction. Their only reply was restating their return policy with no apologies for my dissatisfaction. I have returned things to Walmart with receipt and mud in tires and was given full refund because I was not satisfied. I have contacted manufacturer, but no reply yet. I agree with all other posts. Don't shop at Toys R Us! Spread the word to all friends and family and tell them to spread it to their friends and family. We spent $700 in the store in one day for Christmas, never again.

My son received the bounce back racer for Christmas from an out of town relative. It doesn't work. I went to our local store to exchange it but was told without a receipt, you're out of luck. I called corporate and they suggested I call the manufacturer. I have e-mailed Hasbro, but I'm not holding my breath.

To my surprise, Toys R Us has changed their return/exchange policy. You need a receipt no matter what now, even for store credit. I attempted to return a Christmas gift for my daughter which had a sticker on it that said "EXCLUSIVELY AT TOYS R US" but of course I had no receipt. I figured I would get store credit for the lowest price it was sold at. Well no luck. I was shown the door. Come on, at least allow store credit for something that can only be purchased at Toys R Us, nowhere else. I am so unhappy with Toys R Us right now I think in the future I will no longer shop there, there are other stores with better sales and better service.

I went to the service desk, to return a Christmas present, I was told I did not have the proper receipt, they would not exchange it for store credit, or an even exchange for a larger pair of scates, I had my licence ready. How many people give a gift with the receipt attached to it, they only cost 20, I ask for the manager, he or she never came, I am very disapointed with Toys R Us, I am going to tell people, to shop at Walmart, they will exchange your stuff, and are friendlier.

I purchased several DS games at one of their pre-christmas sales. Turns out I bought one my child already had. I attempted to return it with my other christmas returns and was told that even though the item was NOT opened, and I DID have my receipt, it was 2 days past the 90 day limit and I could neither return nor exchange the item. Guess that will teach me to never shop early! I'm out $20 plus dollars and my child is out a game! Merry Christmas!

I usually use toysrus for most of my shopping but do to this issue, I do not think i will continue. I ALSO HAVE LITTLE FAITH THAT MY COMPLAINT WILL EVEN BE READ. THE CHILD I bought it for, was very upset and so am i. But i will make it right and the loss will be mine. HOWEVER, I WILL NEVER DO BUSINESS WITH A TOYSRUS AGAIN.

My daughter received a light brite for Christmas and once you put the batteries in, it never shut off. I headed to Toys R Us this morning to exchange it or receive store credit. They would not return it or exchange it without the receipt. This is ridiculous because this is a $10 defective toy. Since this was a gift and was shipped to us by an out of town relative, now i am stuck with this defective toy that I will be throwing in the trash. This policy is ridiculous!

TOY R US has the worst and devious return policy for electronics, we purchased a Nintendo DS for my daughter for xmas back in the first week of November (it does not pay to shop early at TOYS R US). As time got closer to xmas we had second thoughts and decided we should have got her a Nintendo DSi instead. Which is the version with the camera. So a week before xmas we went back to TOYS R US and tried to exchange the one we had bought (with the original receipt and it had never been opened) for the other model. THEY TOLD US WE COULD NOT EXCHANGE IT BECAUSE AFTER 45 DAYS THEY DO NOT ACCEPT RETURNS ON ELECTRONIC ITEMS.

Even though we would be spending more for the other version (and had shopped for almost $200 more dollars of christmas items). Even though at that time in November we told the clerk it was going to be a xmas item and she never mentioned the fact that we would not be able to return it before or after xmas but never told us, nor was there a sign posted explaining this policy for everyone to see.

Instead TOYS R US hides these little disclaimers on the back of reciepts so the consumer will never be aware of the policy until its to late. I tried contacting the manager and all the way up to corporate and nobody was willing to work with us. Shame on you TOYS R US. To say the least we left the $200 worth of stuff we were going to buy on the counter and left, vowing never to return to TOYS R US. If you have to hide a store policy on the back of a reciept in type so small you can't read without a magnifying glass, and the clerk does not relay the policy and it is not posted by the register on a sign large enough you cant miss, then you are trying to pull one over on the consumer.

Once again SHAME ON YOU TOYS R US. Policys like this are what causes people to stop shopping at your stores which is also why you have had to close stores and will probably have to close more to come as other customers catch on to your tricks and vow NEVER TO SHOP AT TOYS R US. And I know (TOYS R US EXECS) your comeback will be something like other store have the same policy, well in return to that, I checked other stores like WALMART and TARGET and they do have similiar policies the difference is they have there clerks relay them to you before you buy and also have large signs posted to let you know it.

I guess in the end all TOYS R US cares about is getting your dollar in there hand and not customer satisfaction, and anyone will tell you without customer satisfaction you have no customers, which then means you have no store, which then finally means TOYS R US EXECS have no jobs.

I just bought a Laser micro zero gravity for my son yesterday. Right after we came home, my son open it and charge the car. Out of suprise, it is not moving. Therefore, the very next day morning, I bring the toy back to Toy r us for return. The response I have received is NO. you can only exchange since you open.

The thing is how can I trust that toy any more since the bad experienced I had. Second is what happen if I got another bad one? I need to go back and exchange again.

I do not have time for that game.

The most angry part of all is when I request to speak to manager of the store. The manager's express attitude is more like "it not my business and problem".

In August of 2009 I mistakenly purchased an X-Box Live 4000 Point card from the Toys R Us store in Auburn MA. When I realized I purchased the wrong card I attempted to return the card to the store for a refund. It is important to note that the card was never used, never activated and never had the PIN number area on the back of the card scratched. I was told by the store in Auburn that they would not return the card because it was a 3rd party card. I contacted Guest Relations and asked why it could not be returned. After about 2 weeks I was contacted by Guest Relations and told that they had contacted the store and that the card could be returned for a refund. About 2 weeks later my wife attempted to return the card again at the Auburn store and she was told by the store manager that Guest Relations didn't know what they were talking about and that the card was not returnable. I then contacted Guest Relations via phone & e-mail and asked for an explanation as to why this had happened. They then expressed their "regret" that they had provided us with misinformation. I once again asked for them to look into the issue and try and work with me to resolve the problem. I explained to them that the return policies on their receipt and listed on their corporate web site do not say anything about these cards being non-refundable.

Several of my e-mails went unanswered and when I followed up with a call to Guest Relations again I was told that they did not know why my e-mails were not answered but someone would get back to me. A day later I recieved a call from a supervisor in Guest Relations who offered me a $10 gift card as a resolution, even though it was against their return policy. He indicated that my issue was with Microsoft and not with Toys R Us. I told him that I had also contacted Microsoft and they indicated that the issue rested completely with Toys R Us. I then asked to speak with someone else in Guest Relations and I was told that the supervisor I was speaking with was the highest level person I would get on the phone. The following day I called the corporate office and spoke with the Executive Public Relations Department and I explained what was taking place. They called me back later that day and I was once again told that the card was non-refundable. I asked for an explanation as to why the return policy for these so called "3rd party" cards is not listed anywhere on the receipt, on the web site or in the store itself. They had no reason for that other then to tell me that they had every right to change and evaluate each and every return on a case by case basis. They were once again nice enough to offer me a $10 gift card for all my trouble. I have recently filed a consumer complaint with the MA Attorney General's Office and I am hoping to get some form of resolution to this problem.

New parents to be; wanting to be TOTALLY prepared for the birth of our son. The day we went to pick up our crib (which had been a gift), we purchased numerous other items ($$$). One of which was Crib Tent II. Well, the little guy has been sleeping in a co-sleeper in our room with us. He is soon going to be sleeping in his own crib at night, and in order to keep the kitties out, we got the crib tent. I was just preparing to put it up and on the crib, when looking at the box, realized, it seems to only fit Standard Cribs. I called Tots In Mind, Inc. who is the manufacturer of the tent we bought, and it does not in fact fit convertible cribs, and at this time, they do not make one. SO, with receipt in hand, I called Babies R Us, who's manager fella told me all they could do was return it as though I did not have a receipt, even though I did, because it was past 90 days. This would be the lowest sale price, most likely way less than what we paid for it. Then in turn, they would sell it for FULL VALUE! Ya, NOT! (sorry for the caps).

He suggest I call headquarters at 1-800-Toys R Us, so I did. They were just as unhelpful as him. So, here I am, with a Crib Tent that has never been opened, and I cannot use...nor can I return it. It's totally worthless to me. Very disappointed, as my little guy is only 7 months old, you realize I have an entire child hood to purchase toys and such for him. Too bad it won't be at Toys R Us or Babies R Us now. VERY SAD!

In addition...about a month ago, I went to Toys R Us, to exchange a toy. Not for the same thing, but of same value. I had a coupon the day I bought the item I was exchanging. They refused to honor the coupon discount for something that was the same price, same manufacturer even.

Again...too bad for Babies R Us and Toys R Us...they just lost THOUSANDS of dollars from my pocket over the next several years. I'm very sad, as I love those stores too. Too bad they are not customer friendly.

We purchased a Intex 12' x 36" Easy Set Pool in June of 2009 which turned out to be the most defective product on the market. We purchased this pool for one hundred dollars on sale. Upon set up it kept collapsing and had a leak in the ring. Because we couldn't USE the pool we tried to return it, only to be told very rudely by the store manager Guess what? it is non returnable, in so many words too bad for us..no signs posted in store about this policy, no mention on the receipt or by the cashier, nothing. Called corporate who told me they would have someone call me back to discuss..never heard from anyone. Lesson learned? If I want poor customer service I'll go to another famous retailer where at least the prices are better. Thank God for capitalism and competion. I will NEVER shop at Toys R Us again because of this experience. How do you sell a product, pocket the profit and not back the quality of what you are selling. Horrible business practice.

ToysRUs is fooling customers through unclear and shrewd return policy!! the policy says (returning "unused" marchendise within...) and then it leaves the translation of "unused" to the discretion of the store manager and staff. I bought the baby "RestingUP" before receving my new baby. I tried it once and did not comfort my baby so I went back to the store after 13 days of purchase (5 days after receving my new baby) and they refused to return it, saying that the policy is clear and that it must be "unused". My argument with the store manager "Sukhi" that "it is only tried once and returned, nobody will return something without trying it!!" led to nothing but raising her voice and getting more aggressive and rude to force me to end up the situation and leave the store. The final result is that the product was thrown in the garbage and I lost my money!! Horrible customer service and attitude!!

I purchased 2 Hyper Jump games at Toys R Us for gifts. One gift was opened and defective the other gift I still had not opened. I went to return the broken one and just get a gift card and they denied it saying it was over 90 days. I had the original receipt and purchesed the items on a Toys R Us credit card. They said being Toys R Us to anyone.

These three rules are unacceptable to a consumer. What happened to NAFTA? Why is a gift receipt not honored for it's full value payed. Toys R Us has not accepted any of my returns due to these rules!

given inaccurate information re; return adjustment by two employees at the facility.

Brought a Banzai Side Winder blast Water slide on 6/14/09 and on 7/17/09 one of the foot poctkets for climbing onto the slide ripped wide open. I called the store to see about returning it and was told I had to go through customer servive for the slide which is Toy Quest & and after speaking with them was told they should have let me return it . So I am out of $500.00 because Toy Quest will not issue a refund or Toys R Us. Toy Quest has told me they would honor a replacement comparible to the one I purchased but not the same one or a rain check for next season.This slide was only 33 days old.I am still waiting on resoncse from toy quest. I would perfer a refund.

About a month and a half ago I bought A pool from them. It started to leaK. I empty it out and releveled the pool. Filled it up agian. About a week later we noticed that the pool was leaking again (a slow leak),I drained pool agian, tried to find the leek,repaired what we thought was the leaked, then refilled the pool for the 3rd time. About a week later the pool started to leak agian.

Upon my wife investagation, she found the seem was leaking where the side and bottom meet.Drained the pool agian!!!. I have not even had a chance to enjoy the water. Just the draining and the refilling. I Went back to the store to return the pool. They said that they can not return my money. Erica, the manager said there is signage to say it could not be returned. I went over to were the sign is and it does state that.

But I did not buy the pool in that area. Also she said that all sales persons tell the custumers that pools can not be returned. That was not said to me at the time of purchase.I have bought a pool a year(I always give the pool away at the end of summer to an other family or a charity) for 10 years at this store !!! Also my wife shops at this store for our 5 grand children. We will not continue shopping at Toys"R"us inless this is rectify. I will be letting all the people I know about this and I am sure they will also think twice about shopping at Toy"R"Us!!!

The Pool cost was $199.99 plus sales tax and filters total. Over 10,000 gallons of water was wasted. I have to pay for that water! Over $100.00 of start up chemicals spent. THIS HAS NOT BEEN AN ENJOIBLE EXPERIANCE!!!!!.

My fiance and I received duplicate baby monitors at our baby shower a few weeks ago. Neither of the people that bought the monitors had a receipt, but we were informed that they were both purchased at Toys R Us/Babies R Us. I checked on their website before I traveled to the store to make sure it was in fact an item that they carried. I found the item on their site and it was noted as an "R exclusive." I placed a call to the store nearest to my house 5 times with no answer. When they finally did answer I explained my case to the sales representative and was told that they generally required a receipt to make exchanges, but since it was obviously an exclusive at their store to bring it in.

Several hours later we arrived at the store with the product and headed to the return counter. We were met by a lady named Erin. I once again explained the scenario to Erin and told her that the person I spoke to on the phone said that since it was an exclusive item it should not be an issue. The reply that I received was "No, we can't do anything for you. We are Toys R Us and maybe it'll be different with Babies R Us, but we really don't carry any baby supplies here." Slightly frustrated we excepted the answer and continued in to the store to try and finish up preparation for the baby's arrival.

No sooner did we get to the baby section did I see a big display on the end of the isle with several of the same exact monitors we were trying to return. With even more evidence that the monitor in fact came from that store I returned to the service desk and stated that the monitor that I wanted to return was on display. With a slight attitude, as if she had more important things to do then her job, I was told to hold on for a moment and they would check their system and make sure that it was an exclusive item and they would do a return.

After waiting 5-10 minutes of them searching and not finding the matching item I took it upon myself to look up the item on my phone so i could speed the process up. Within a minute I pulled up the Babies R Us site and The Manufacturer's site to get them the item code number. On both sites it had a big image right next to the item that said "R Us Exclusive." She searched her computer with the product number I retrieved and found the item and paged her manager to the front.

A few minutes later the manager arrived and simply said "do you have a receipt." Of course we replied with "no" and his response was "no receipt, no return. I know it makes no sense, but I can't do anything for you." In return I said "so, the only store in this entire country that I could possibly return this monitor to is you, and you know this and you still can't do anything about it?" With a snide grin he said "pretty much, have a nice day" as he walked away.

So, I received false return information on the phone and in the store by 2 different associates, followed by an employee needing my assistance to do her job then having a store manager high on his false sense of importance talk down to me and my fiance whom is 36 weeks pregnant. All I can say is that I am left with a horrible taste in my mouth with this entire situation and I will never spend a dime in that store again.

I bought a $1500 swingset from Toys R Us. They give you rewards points for every dollar you spend. So they send me $45 worth of reward dollars. I am in the market for a new stroller, so I go to Toys R Us in Indianapolis, IN. and buy the Jeep Liberty sport stroller. Well, when I got home, the sport had plastic stroller tires the size of bike tires like every other Jeep Liberty stroller I had seen. So I decided to exchange it.

I found the Jeep Liberty Limited at a Babies R Us, 90 miles from me. So I go down there to get it. Keep in mind that the day that I bought the stroller originally, it was supposed to be $109 but rang up $119 (didnt know that till looked at receipt when I was exchanging it) and I had a 15% coupon then my rewards dollars for $45. Well, the rewards are processed like coupons, I found out. Once I used them for the first stroller, that amount was tacked onto my new stroller. So essentially, just wasting my $45.

Now I think that is malarkey. I can totally see if you are returning something for a refund, that they would not give you the cash back for the rewards dollars if you are asking for a refund. But if you are just exchanging something and I was, buying a $40 higher item, I think that should carry over. But I had driven 90 minutes and didnt want to just say screw it. So I paid it. Then I felt like someone had stolen from me.

I purchased a water toy for about $11.00. The toy was defective after we got home and hooked it up. Within 30 min I was back at the store requesting a refund. I was told that all seasonal products are not refundable or returnable. Angry I left the store and wrote to the corporate office about my experience corporate also confirmed that TRU does not stand behind seasonal toys. Being that $11.00 is minimal amt what if I had purchased a pool worth $500-1000 that was defective. TRU would not stand behind that behind that either. TRU sells crap products and they know it because they do not stand behind the products they sell. Also as a reminder their is nothing in their store (signs, posting) by their seasonal products that state they will not be refunded or exchanged or even on their refund policy. Also I was treated like I had a third arm and TRU did not want to bothered by me.

On 11 May, my grandson's birthday, I purchased a kid's digital camera (made by Sakar). I am experienced with electronics and an IT professional. Despite my years of experience and hours of trying, I was not able to get the camera to perform correctly. Today, 2 June, I returned the camera with its original packaging and all components to the store where I purchased it. I also had my original receipt. I intended to have my card credited since I now have to purchase another camera for my grandson. Instead of crediting my card, I was informed that I could either exchange it for another camera like I was returning (why would I want to do that??) or get a store credit. I explained that I really didn't want a store credit. I wanted my card credited for the purchase. I asked to speak to a supervisor who promptly informed me that it was an exchange or a store credit. This isn't the first time I've been unhappy with Toys 'R Us. I informed the supervisor and the employee that I'd never shop at Toys 'R Us again, but that didn't seem to matter. I hope the entire chain goes bankrupt!

I purchased a digital camera for my daughter. When we opened it we found that it didn't work. I took it back in the original package with the receipt to Toys R Us. They told me that since the package was open they could only give me a store credit. Of course it was open, I had to open it to find out it didn't work. This would make sense if I jst took it back because I didn't like it, but it seems ridiculous to penalize me because they sold a defective product.

I bought a McLaren buggy (Sept 08), I considered it was not fit for purpose as the frame and handles were wobbly and the brake kept coming on as a result of this. I took it back to ask for a replacement or refund as per their returns policy stated in store, however they said that they would have to send it back to McLaren to check if there was a manufacturing fault BEFORE they could consider a refund. They also said that if there was no fault they would charge me 15.00! They gave me a hire buggy in the meantime. After a further month I went in and they told me that there was no fault, and I would have to contact McLaren.

They gave me a number, I phoned and left a message, and they phoned me back and asked that I go back to Toys R Us as they could not deal direct with me. I phoned several times and in December was told that there was no fault, the buggy was back at the store and they would not refund or replace it. I told them that I would contact a consumer website, but they told me that I should have put my concerns in writing when I first took it back and therefore had no proof that I was not satisfied at the time. (The buggy cost nearly 200.) I have written letters, made trips to the shop, spoken to the duty manager in store and customer services manager at their head office many times and still have not got anywhere.

I received a letter on 15/04/2009 dated 09/04/2009 enclosing a "copy" of the report from McLaren. The report was on a blank sheet of paper, typed and dated 14/04/2009 and unsigned-if this is proof that the item is not faulty it does not look very professional, there is no way you could confirm that it is from McLaren. The letter was postmarked 14/04/2009 and when I contacted Toys R Us they told me that the letter was faxed to them. If they had received this report last October, why did they need another copy dated 14/04/2009? Why was it not on headed paper and why was it unsigned? After spending over an hour in the shop yesterday, I took back the buggy. It took them about 20 minutes to find it at the back of the store. It was covered in dust and the screw type fitting in the handles were loose.

I apologise if I have rambled on, but if you need any further information, you can email me at the address stated.

I purchased found a bag of christmas gifts that had not been given. By the time I found the bag of gifts it was a week past the 90 days. I went to Toys R Us to EXCHANGE them for something else. The items to be exhanged for would totoal MORE than what I was exchanging. They refused to do the EXCHANGE. It is clear on the receipt regarding refunds during the timeframe of 90 and 45 days. On the receipt it says nothing about an exchange and a specific time period. It only says that you can only exchange if you have a receipt.

The manager refused to even consider an exchange and now I am stuck with items that are in perfectly good, brand new condition, that we don't want. I would have gladly exchnaged the items and paid the difference and taken a reduced price for the exchange. Nothing was considered. I will NEVER shop at this store or any related stores again. I will spread to the work for all birthday parties, baby showers etc. Their customer service is AWFUL. It's actually a service to themselves and obviously don't keep the customer in mind when they do this. All other stores will give store credit for the amount on the receipt or for a last sale price. This is absolutely ridiculous.

I am now stuck with $150 worth of merchandise that I cannot use. I will have to give away or throw it away.

Toys R Us has the worst return policy I've ever heard of. I understand that businesses need to protect themselves, but it is ridiculous. My mother-in-law (who lives out of state) purchased both Christmas and birthday presents for my daughter back in November when she thought sales were good. My daughter's birthday is in March, and the doll that was gifted to her was given to her at this time. Unfortunately, she had already received the same doll from another relative at Christmas.

My mother-in-law thought she was being smart by sending us the gift receipt (and later the original) but Toys R Us refused to issue even a store credit. I mostly feel bad for my mother-in-law because she spent $55 on a gift that my daughter already has and there is nothing we can do to exchange it. It feels like money wasted and she feels bad about it. Why penalize someone for planning ahead? It is not as if we didn't have our gift receipt and the same exact item is still being sold in their stores!

Needless to say, we (and our families) will never shop at Toys R Us or Babies R Us again. I am six months pregnant and this situation also made me decide to cancel my baby registry at this store. I don't want them to receive our business. I know that a lot of businesses are tightening up on their return policies, but I know for a fact that Target or Wal-mart would have issued some kind of store credit in this situation. Utterly ridiculous!

I brought several playstations games, with the protection plan on each game. A few of the games stopped working, for this reason I returned the games to TRU. I was told by the manager that I was unable to exchange the games until 90 days was up. I pointed out the receipt do not state that and I have a protection plan. Nevertheless I ended up with four games, that I was unable to return or exchange.(the playstation system was new)

Children very upset, had to borrow money from friends to purchase more games. Loss money

WE need to have some balance to some of these complaints. First off never assume you won't have problem returning an item, especially without receipt. Why? How do plan to prove it was bought at Babies or Toys R Us and not bought at Wal Mart Target, K-Mart etc Do you expect BRU/TRU just to take your word for it, then they'll go broke. The return policy is printed on the back of the receipt. READ IT not many stores print it on the receipt for you.

Some you expect to return something even a yr later, are you nuts? If you don't read it and your turn down on a return thats on you not BRU/TRU, so shame on you. AS for the BBP's because you don't read the fine print and it doesn't cover what you expect or the lenght of time thats the employees fault, absolutely not as NOBODY HELD A GUN TO YOUR HEAD AND FORCED YOU TO BUY THE BBP. Again shame on your ignorance for not scrutinizing the protection plan. Suggestion read # 31 in the bold black small print it says at topic heading WHAT IS NOT COVERED...31-Product repairs which should be covered by a manufacture's warranty. Now give that some serious thought ...would you still have bought it if had read that? then why didn't you take the time to read it. I know you were in a hurry and didn't have the time. Well, shame on you again.

It's got to the place Customer's think a store should bow down and give anything you ask or demand...no questions asked. Well, maybe you should get a copy of Nioma Black's book Two Sides to Every Coin. The Customer Isn't Always Right. cheap on Amazon.

My son (6) got a Hot wheels monster jam arena.It was still intact in the box all securely fastened, we noticed that a vital piece was broken when we started to take it out of the box. Placed everything back in the box took the gift to local toys r us asked for straight exchange. They said to my son do you have the gift receipt. I told them no it was a gift from relatives from another state. They said sorry nothing we can do. I called 1-800- corporate office they said sorry no receipt, no exchange, no exceptions.

I feel for the people that work for TOYS R US, before long the corporate executives (fat cats) will have placed them in the unemployment line. Do to the simple fact they lost focus on the consumers that buy a toy for the child. In return then causes that child to buy for their child. But, with memories of how they were treated and their parents were treated over a simple exchange of a broken toy, sold to the parent, grandparent, friend, or family member for the child in their store to be denied the simplest request. The corporate fat cats got their money and the rest of us got a broken good for nothing toy. I will not and my children will never buy from TOY R US again.

Well, I had my 3 children with me and they saw just how the real world works. $$ It's all for the profit and nothing for the kids, no heart, no thought, no caring, no human compassion.

My son received a duplicate toy for christmas - attempted to returnt to Toys R Us however did not have the receipt because it was a gift which was purchased at a Toys R Us in IN. Spoke to the manager who was less then helpful and said that as January 1st that they would not take returns without receipts so now I am left with two of the same toy - maybe I'll sell it on ebay. This seems rather silly considering how many toys my kids receive from family and friends throughout the year. We'll be sure to let them know about the policy and to purchase toys from other toy stores in the future.

It is unbelievable to me that people expect a store to return products unconditionally. I owned a retail toy store that was put out of business because of my customer friendly policy you all crave and desire. Don't you realize that even if a store carries your product that a return no purchased at that particular store means that store just bought inventory at retail not wholesale. The store must now sell that piece of inventory just to get its gross dollars back. In the process it just lost the opportunity gross profit plus the cost of processing the return. If the product is actually defective, the math is even worse.

Just follow the procedures. The store needs to protect themselves because unlike all you honest folks there is a whole world of scum out there. There are so many return scams I can't mention them here. In the case of electronics the manufacturers are the ones treating the consumer like crap. They don't want stores to process returns because the manufacture knows they would get dumped on. They make it difficult to cut down on returns. If you all insist on no questions ask returns a lot of businesses will close. The only ones open will be the ones with strict rules and there will be no competition to talk to. By the way -- I hope all you internet shoppers have discovered the joy of online returns.

I purchased a Wii console and 3 Wii games and a PS2 game for our kids for Christmas. When I purchased this in October 2008, I specifically asked that clerk IN THE ELECTRONICS department if I needed to return any of the items, this would be a problem. I was told, No, hang on to your receipt and don't open them. So when it was decided that one of the games needed to back, in addition to a Ninetendo DS game that was a gift (because we do not have that system) I bagged the games up got the receipt and headed out the door, to the Redlands, Ca store.

I didnt have a receipt for the DS game, but I just wanted to get credit towards another game for the Wii; after all the DS game was sealed and had a R value? sticker on the game. The backwards R? being the trademark for Toysrus. I got to the counter and I was told that I couldnt return or even exchange them even WITH the receipt, because it was over 45 days!! I told her that I was specially told I wouldnt have a problem buying them early (October) for Christmas. Since I bought it at a different store (Riverside/Moreno Valley) I would need to take that up with them at the other store.

Basically get out and go away. Further insulting me, the computer doesnt recognize the receipt. Its been too long.? ARE YOU KIDDING ME? I thought to myself, I spent $500+ in this store for this? After asking to speak to a Manager? (what a joke) you know what she had the gall to say to me, well the only thing that I can do for you is scan it and give you store credit for the lowest selling price.?

My daughter's birthday and Christmas are back to back. So I wanted to wait until after her birthday, January 17th, to see if she got any duplicate that I could EXCHANGE-not return. She got a walker for Christmas that she already had. I wanted to exchange it for a merchandise credit and I had a gift receipt. The person that gave her this bought the xmas present in October. The value of the toy was about $15-$20. I was told that I could not get a merchandise credit because I was 9 DAYS past their 90 day return policy. The assistant manager Jay told me there was nothing he could do because his registers would not allow him.

I have worked retail management for over 17 years for major department stores. As a manger we would always override return policies to accomodate the customer, especially if there were going to use a merchandie credit! What ever happen to customer service. Instead I get a NO, I can't do that and a 1 800 number thrown at me. Which by the way was absolutly no help. They should be ashamed of their level of customer service, especially in this day and age were companies are struggling for business....they just lost mine. I will never shop at Toys R Us or Babies R Us again.

I will NEVER shop at Toys R Us or Babies R Us again. I have 8 friends that just had babies in 2008 and three more that are expecting in 2009. I will buy all my toys and babies good at Target or via the internet. I will also encourage all my friends and families to do the same.

To all these angry toys r us customers. Go back to the store with the receipt and the booklet that is worth nothing and ask for your money back. Thats what I did and got my money back. Hope to read more that did the same like me.

My daughter received a High School Musical Doll for Christmas and unfortunately it was one she already had. We were told it was purchased at Toys R Us. We went to the store with the doll and no receipt since it was a gift, hoping to just exchange it for something else, understanding fully that we would have to accept whatever price the doll was currently selling at. How surprised were we when they told us that we could not even exchange the doll for something else when they had a whole shelf of them.

The girl at customer service said that we needed to know the credit card number of the person who purchased it for us for her to look it up if there was no receipt. Of course I didn't have their credit card number and would never call someone and ask them for it. Needless to say my daughter was very upset since she had her heart set on getting a different toy.

Even though the credit would have only been about eight dollars I was not about to shop and spend more money with Toys R Us to make my daughter happy. I told her we would go shopping at another store where I know they have a fair return/exchange policy. I worked in retail for 20 years at various stores and have never heard of such a policy! I spent a lot of money there this past Christmas and now I will definetely think twice before spending my money at a Toys R Us store ever again!

Purchased a EEE PC on Dec 14, 2008 in the amount of 299.99 for a christmas present for my son. He opened it up on Christmas and looked at the spec's and realized that it wasn't what he was looking for. So we closed it up and tried to return it and that did not go well. Apparently you can't return electronics if you open the box. We received the run around from the manager at the Newark Toysrus they told us to contact ASUS Eee PC and deal directly with them.

Well they can't do anything for us, because they are a service only facility and are not able to handle returns. The district manager at ASUS was appalled to find out the way Toys R Us is handling their products, as they stand behind them and want great customer service for their product. So now we have 300.00 laptop that has been looked at and closed back up but isnt of any use to us and Toys R us will not work with us at all. I will never shop there again. I did file an escalated complaint with them as well.

I received a Christmas present for my daughter. It was a wonderpet with CD, not something she is into. So even though there was no gift receipt provided, given it was a toys r us exclusive item, I figured there would be no issue getting a store credit for something else. Well I was wrong. The policy is no receipt or gift receipt, no return. This is ridiculous. I wasn't asking for cash, just an exchange to an unopened item that was exclusive to their store. I will no longer shop here. Target and Wal-mart have a great toy selection, and they have an easy to return/exchange policy.

We bought a Wii Guitar Hero kit and it was defective. They would not exchange it even though we were in our 45 days return policy. They could not supply me the policy in writing but they sais that there were many problems with the wii guitar hero and that we had to contact Wii to have it replaced.

This was a christmas prsent to my 3 children and they are very disapointed that it is defective. I would just buy them another if It hadhn't already cost 209.99 plus gst, pst taxes. The sales man at toysrus even recommended it over the rock band and gave us a christmas receipt incase we needed to return it. It is alful to see the kids open a gift and cannot play it.

We bought a Wii Guitar Hero kit and it was defective. They would not exchange it even though we were in our 45 days return policy. They could not supply me the policy in writing but they sais that there were many problems with the wii guitar hero and that we had to contact Wii to have it replaced. This was a christmas prsent to my 3 children and they are very disapointed that it is defective.

I would just buy them another if It hadhn't already cost 209.99 plus gst, pst taxes. The sales man at toysrus even recommended it over the rock band and gave us a christmas receipt incase we needed to return it. It is alful to see the kids open a gift and cannot play it.

Our child received a Christmas gift from my sister, who purchased it at this store while visiting here from New York. We needed to return it so my sister gave us the register receipt so we could get a store credit and get him something in place of it. We did NOT want money, we just wanted a store credit so we could spend it at the Toys-R-Us store.

However, [they] told us that it's their policy that if we don't have a Gift Receipt, they cannot give a store credit. Instead, they are REQUIRED to return the money to the credit card on which the original purchase was made. That's ridiculous! They are required to make a 4-year old give his gift back to the giver? And what if the gift had been purchased with cash? Are they going to hunt down my sister in New York City and give her the cash?

This company should go bankrupt and close for such ignorant policies! We have shopped at this particular store since it opened. We personally spent over $600 there for our 3 children this Christmas. Never again. We have had to keep a gift that is of no use to our children until we can determine how to handle this ridiculous situation.

My grandson received two identical Toys R Us exclusive Star Wars sets for Christmas. We did not have the receipt but thought it wouldn't be a problem since we merely wanted to exchange one of them for another toy. The package was unopened and clearly labeled as a Toys R Us exclusive. When we tried to return it we were told by the store manager that it was corporate policy that no exchange without a receipt or the credit card that was used to make the purchase. When I called the customer service number I was repeatedly told the same thing. Their employees are well trained to repeatedly say this is "Corporate Policy" but when you ask to speak to someone who actually can address corporate policy you get nowhere. This is a ridiculous over the top return policy. Honest people are paying at the expense of the company. I will not shop at Toys R Us and I will spread the word to everyone I know not to shop there either.

I bought a power wheel car from toys r us for the amount of $249.00 but when my son opened it for Christmas he was affraid of it. so three days after christmas we took it back to toys r us with the receipt and I was informed by customer service that any open item does not qualify for returns, unless I want the same item. I explain to her the situation but she stated again and again that it was impossible to return it for any other item. I then left and called toys r us and asked to speak with the store manager. I spoke with Jim he stated he was the store manager and he also stated that any open item are not returnable then I asked him if I may get a store credit he said ", no. I then called corporate and spoke with Jessica but there was no point on calling because she stated the same policy. How do they expect to keep customers happy with their bad service.

My 7 year old son received an XPV Robotic Air Defense remote control flyer for Christmas. After charging it all night( and then some) the darn thing would not work at all. We went to the Bloomington Illinois store to simply echange for the exact same thing and before I even got to the counter-- I was very rudely asked if I had the receipt? This was yesterday mind you, 4 days after Christmas. I replied, no, because it was a gift, and we just wanted the same thing but in working condition.

She sd it doesnt matter I must have the receipt or the credit card it was purchased with. Im not sure when their policy changed, but Im fairly certain I have exchanged stuff there before. Also, I know it came from Toys R Us because I was with the person who purchased it for my son. So now, I have an extremely unhappy son and I am beyond mad. We were going to spend some of the other money my son received for Christmas with the store, but we both were so upset we vowed to never shop there again. We promptly went to Walmart and got his other toys there! What an absolute ridiculous policy--ecspecially just after Christmas, and for defective merchandise!! We are done with Toys R us!!!

My niece recieved a gift card from $50 Toys R Us for Christmas and she used it to purchase a video game for $49.99 for Wii game console. She opened the game but does not like the game because it is too complicated. I tried to return the game and have the money credited to another gift card so she could use it to purchase something online and they told me they do not take games back once they have been opened. I asked the clerk how would you know whether or not you like the game if you do not open it and try it and she told me that's why you have to rent it. Well that might work if the store had a rental service but since they do not have one I find it ironic and insulting that they can tell a consumer that they have to first rent a game in order to test it out.

Furthermore if the game were given as a gift rather than the gift card she would have to open the game in order to test it out; would she not then be entitled to return or exchange the game. At no time did the sales person ever say to me then or at any other time that I have purchased games from Toys R Us that opened games are not returnable. (Coincidently, I have never had to return a game to them before). They claim the sign is posted in their store; but trust me if it is, it is not nearly as big as the signs luring customers to spend their hard earned cash. The game was purchased on 12/27 and I tried to return it on 12/29.

My son received a video game for a Wii system for Christmas but the only problem is he has no Wii system. The game has not been opened and it has a Toys R Us sticker on the back. Upon trying to exchange it for anything, they told me that if I did not have a gift receipt that I would have to keep it! Now since when does a person give a child a gift receipt, especially when they purchased several gifts at one time!

My seven year old daughter and three year old twins sons received presnets from from brother and sisiter in law at Christams. They were purchased at Toys R Us. Unfortunatley the skates were too small and the trikes were too little for my sons. So Dec 26, 2008, I go to Toys R Us and try to return or exchange them. I was told they would not even exchange them without the receipt. I go home call my sister-in-law she then mails me the receipts as fast as she could (they live in NJ)

On Dec 29, 2008, I go back to the same Toys R Us and see the same manager and now they said I cant get my money back because it was a gift receip. They could do store credit. The problem is they dont have the roller skates in my daughter size and they do not sell the big wheels that my sons wanted. So now I have three small children without a Christmas gift and my brothers is out of money. I am being forced to use my money in their stores. It is a very unfair trick that Toys R Us is practicing. It is a way for them to cut their loses but in reality, they are hurting the very people that keep the store ope.

I have five children and money is very precious. My brother buys gifts for them so they can have toys too. Now I have three very sad children. I complied with their rules. I got the receipt now they are playing tricks and being specific about the type of receipt. What is the purpose of a gift receipt if they wont honor it? The store cant not provide the product my children want so they have not held up with their end of the contract. I dont not have a product but they still have my money. Their policies are not posted anywhere, the specicif orginal not gift receipt policy. This is not fare.

My child got a Toys R Us exclusive gift that she already had for Christmas. I took her in to exchange it *that is all we wanted to do, was get a different craft set for her*. we didn't have the receipt because it was gift. The amazon woman manager at this store said no exchanges without receipt. Doesn't matter if its a Toys R Us exclusive toy or not.

This same woman told the lady in front of me to take her return to Wal-mart they will take everything back. Had this package not been marked a Toys R Us exclusice I would have taken it back to Wal Mart. At least Walmart cares about their customers.

Needless to say this will be the very last time I will step into this store and I will not order anything from their websites. With the economy the way it is you would think Toys R Us would want customers to help keep their business afloat. I have shopped with Toys R Us for over 25 years and I won't miss shopping there when they have to close due to poor sales due to poor customer service.

For christmas my son recieved a drum kit because that's what he really wanted. Well While we put it together he played it for about 1 hour, well one of the polls with the drum is moveable to the kids level, as soon as I moved it it snapped and broke off. So something was already worng with it, that it broke off so easily when it moves around, there was no reason for it to break unless there was something wrong with it.

I wentto toysrus and was told that with out the reciept I was not able to exchange the drums. I got upset and told the man that it was a gift and that I do not have a reciept. I had to take the drums back home.

I called the customer service line and spoke witha rep, she was rude as hell. They shouldn't have that policy, everyone doesn't always have a reciept, especially if it was a gift. I won't ever buy anything from toys r us. It a kids store why the hell would they make such a stupid policy, How many times do people buy things and it's missing something, or comes broken, or gets easily broken because IT WAS CHEAP. They should change that policy, they lose customers over it.

Purchased for Christmas an Air Hogs Minizero Gravity Car. The compartment that holds the batteries to operate the control had a defect in which one of the springs that holds one of the batteries was missing; therefore, making it impossible to operate.

I brought the car with parts and my receipt to Store #6009. The clerk who assisted me told me that there were no cars in stock and that I could either exchange it for another toy or get a gift card credited with the amount of the car. I preferred to have my money back for I live over an hour away from any Toys R Us stores.

I also believe that ordering the car on line would actually cost me more money by the time I pay shipping and charges. The clerk (respectfully) told me the same response. I then asked to talk to the magnager whose name is Tim ?. Tim very bluntly told me that he couldn't give me my money back except through a gift card. Tim told me it was company policy. This is in my opinion, not a friendly bussiness response. I am forced to buy either another toy at Toys R Us, buy it online and pay more, or come back another day. The amount of the car is only $30, but I am annoyed by the bussiness ethics that Toys R Us represents. Many will hear about my complaint and in the future, Toys R Us will be the last place I will do bussiness with.

My 10 year old son received a microscope for Christmas. My husband and I tried over an hour to get it to work. You could not focus it to see any of the slides. We took it back to the store the day after Christmas to exchange it for one that worked. We were told that they would not exchange, credit, return without the receipt.

I will never shop at a Toys R Us again. I will make sure all my son's friends parents know about their policy as well.

I called and put in a complaint to the Toys R Us 1-800 number, however, they stated that this the policy. Well, after reading this website I can see that Toys R Us is going to be losing a lot of business. Whatever happened to making the customer happy... I don't want anything unreasonable but an exchange for a duplicate toy. Absolutely ridiculous... what a money making scam.

I have a 16 year old kid who without my knowledge have bought a $280 XBOX 360 computer game at Toys R Us. After talikng to my son, we both agreed it was not a good buy considering the complaints I have heard about the game and that computer game consumes so much time for kids it affects their studies. Unfortunately, my kid (obviously he did not read the fine prints of the receipt) has already opened the box when I saw it. Thinking it would not be an issue, I returned the item to the store the day after it was bought and got a surprise that stores policy for electronic item is no return? when box has been opened. I tried to reason out that my kid hardly used it was in original as bought? condition, but to no avail.

I would understand for software, but for a computer game hardware, this policy is incredible. It merely indicates the store's lack of trust for the product they sell. I have initially made some research through the internet and have read a lot of alarming complaints about the product. This makes me more concerned. This is really disturbing. I thought consumers rights are protected in Canada. I strongly believe that considering the above conditions, as consumer I should have the right to return a purchased product. I would appreciate some advice on how to file a complaint.

A relative in another state bought a gift from TRU and sent it to us by mail. It is a duplicate gift; we don't need it. I took it to the local Toys R Us store to return it. I was told there was absolutely nothing they would do without a gift receipt. Obviously, I do not have a gift receipt. The item has a toys-r-us identifying sticker on it. They said to call. I did so. The phone people also said they would do nothing. I will never shop there again and I will tell all my friends not to shop there again.

I purchased 10 video games at Toys R US as gifts for my nieces and nephews. The games were on sale at buy one get $20 dollars off the 2nd title of $39.99 or more. My nephew received a duplicat so he took his gift receipt into the store to do an even exchange for another title at $39.99. The cashier scanned the receipt and told him that he only had a $19.99 credit. I was furious when he called me to let me know this. I've dealt with other stores that would have just done an even exchage as both partiew would end up even. Not Toys R Us...they would get another $20 out of the exchange.

I called the corporate customer service line and was told over and over...this is store policy. I refused to let it go and eventually a service rep named Daniel explained to me that it should split the $20 discount between the two titles and that there should have been a $29.99 credit. This still did not satisfy me, so I suggested that he call the store and have a $10 gift card waiting so my nephew could get an even exchange. He agreed to this, but when my nephew attempted to exchange the game a 2nd time, they still insisted that the credit was only $19.99 for the game plus $10 for the gift card.

I called back to the corporate service line and was told that they could not put me back in contact with Daniel, so I was forced to start from square one with a new rep. Again she kept repeating the corporate policy line and even suggested that before I shopped in their store that I should have looked up their return policy on their website. After refusing to drop it this rep named Jessica finally offered to mail a $20 gift card to make up the difference. Throughout the 4+ hours that it took me to take care of this I spoke with 2 store managers who were of absolutely NO HELP...they also only know how to repeat the line...It's corporate policy. If Toys R Us is going to apply their discounts in the manner that they are, then they should ask each customer which item they would like the discount applied on. I also just found out this morning that my other sister exchanged a game that I gave to her son and was also only given a credit of $19.99. She did not realize that it was a $40 title...as most people would not ask the gift give how much they paid. I have spen thousands of dollars in their stores in my lifetime, but becuase of their refusal to professionaly handle a simple matter they have lost my business for good.

Will not take back toys for store credit without reciept. Now my kid has three of everything and I do not want to ask buyers for recipt to spare their feelings...

Never will buy from them again.

I went xchange in to exchange a christmas gift my daughter got and I was told that without a reciept they would not help me. I tried contacting corporate and found that the only way to do so is through an email. This is horrible customer service. This store is centered on children and instead they hurt children regularly by such a horrible poilicy. I will NEVER shop at Toys r us again. In fact I just returned $2952.48 worth of gifts to toys r us and bought them elsewhere.

I just returned home from Toys R Us today, just 4 days from Christmas. My 6 year old son recieved numerous toys from Cars the movie for Christmas gifts from his family (we meet early for Christmas). His relatives were confused when he said he wanted cars toys for Christmas he just meant Matchbox or hotwheels types. We just dicovered the Toys r us ridiculous return policy. Two of these toys were Toys R Us exclusives and they still would not let us exchange them for another. We simply wanted store credit.

I was a department head at Toys r us for seven years back in the early 90's, Greed ruled the business and Coporate took the spoils. Back then we gave what they called geoffrey-Dollars to basically anyone that retured something(And customers didnt even like that) but this new policy is a killer. I have shopped there ever since leaving the company but did not realize until to day that they had changed returns. I spend probably just under $1000.00 yearly on gifts for all my Children and relatives. I WILL NEVER EVER shop at TRU again and will tell everyone that listens to do the same. The ironic part of this is that at my managment training meetings the first rule back then was NEVER send a customer away disapointed.

I purchased 2 Nintendo Wii consoles on Sept 30, 2008. When I purchased them I explained that we were leaving for Florida and would be gone for a month and would these be returnable as they were Christmas gifts for my grandchildren ane I just wanted to be sure. The sales person said yes and so spent almost $600.00 which I had the clerk ring up seperate so I would have 2 individual receipts in case they had to be returned.

When we returned from Florida my one grandson had decided that he would rather have an XBOX system but the day we went to return the Wii my husband had a stroke and was in the hospital and that took up my time and attention. When everything settled down I took the Wii and the receipt back to the Toys R Us store and explained what happened and ask to return the Wii and I was going to purchase the XBOX but they refused saying that it was past 45 days. The box had never been taken out of their bag or opened and I ask if I could just do an exchange or get a store credit and again they refused.

I now have a Wii that no one wants and I am out the 265.00 dollars and we are on a fixed income due to my husband being a disabled Veteran and he can't work and I had to quit to take care of him.

I purchased a toy from ToysRus.com but had problems with it working right. According to their web site, I could return the item to the local store for a store credit. When I took the toy to the local store with my receipt, they refused to take back the toy and give me the store credit. They said they needed the UPC code of the item that is on the packing slip. Under their web site for internet returns, it does not require the packing slip if returned to a store. The sign posted at the store also does not require a packing slip, only a receipt to get a store credit.

I had to drive the half hour back to my house and get the packing slip. Now I have to drive back to the store and home again.

First of all everyone is talking about the return policy, I work for toys r us and I am at the service so I do returns. The store can not do anything if you don't have the receipt and thats not our fault we do what were told my the head office. It's not that we don't care but at our end theres nothing that can be done. We offer gift receipts with each transaction if the person does not give one ask for the receipt. To make things easier when you send out the invations put inside to have a gift receipt with the gift. Also other stores are starting the same thing not just toys r us.

I went to exchange a video game that I purchased. The game was brand new in the package. I had the receipt. The manager Pam would not allow me to make the exchange because I did not have my license on me. She said because it was a Mature Rating on the game. The game I was exchanging was rated the same. I am 44 years old. I then said I would return the item but was told I could not because I purchased this game on a sale and I'd need to return all the games. I called customer service from the store and they said to ask for the store director who was not in the store. I called the customer service # again they spoke to Pam and she would not allow me to exchange without proof of my date of birth. I'm 44 years old. I tried to contact toys r us headquarters directly but you can not reach a live person about a complaint.

they had purchased it with,it was paid with cash they wanted to get one that worked.

She informed them exactly what she had told them that if they did not have a receipt then they would not be able to exchange. All I remember is the look in the poor families face, standing there and being told by the manager with no empathy that, that was policy and walking away. Leaving them standing and not trying to understand them.

I asked to speak to him again and I introduce myself and I mentioned to him that I felt very dissatisfied with the service he was rendering me, for no acknowledgment, no empathy once again he cut me off wright away and did not want to bother with me, I then had asked him to walk with me to the fixtures that I needed to show him something and he refused and said he did not need to go with me that he was fine right were he was at. I was shocked at confused for this outrageous behavior I had never been treated this way. i mentioned to hi that ere was product out in the floor that was not working and had rust and it could be considered poison he said that;s why we had it at a lowered price.

I informed him that I would be calling corporate and he said to go right ahead. Because He has also gotten great review for his service and nothing could be done. This manager needs to be retrained to treat his costumers and learn the basic values of being a manager. It is very upsetting that we as costumers need to deal with this managers insolence and demeaning attitude.

Went to EXCHANGE some clothes my daughter received as a gift for her birthday, but did not have a receipt. They refused to exchange the items because I did not have a receipt. I am extremely disappointed in their service. I did not ask for money or even a gift card, only to exchange the items for a larger size. Its very sad that this store does not attempt to take care of its customers.

properly. About 2 hours later I returned the toy to the store and was informed that no refund could be given. Since some of these devices are problematic we did not wish to have a repeat performance of the same problem. I was then told that I could only exchange it for another one. I went back to the shelf and picked another toy in the same series, made by the same manufacturer selling for the same exact price. I presented it to the rude lady at the customer service desk and was told that the exchange could be only for the exact same item. I asked to speak with a manager and was told there was not a manager in the store and I would have to wait until monday. I explained that they had taken my money and provided a defective product for which they were not willing to refund my money or allow me to exchange it for an item of equal value. I decided, at that point, to not to be scammed by these people and announced that the defective product was their problem and that I was leaving with the similar product at the same price made by the same company.

I have never had any dealings with a business that had such a user hostile return policy. Wallmart and many of the other large retail sales outlets are willing to see that the customer receives merchandice that is not defective and gladly refund or exchange for same or other items of equal value.I made my feelings known in no uncertain terms as by this time I was livid.I left with the other toy vowing to never set foot in a Toys Are Us Store.

on 7 nov 2008 i went into toys r us to exchange two items, ajack-in-the-box toy that wold not close because of an obvious defect in the product and also light-up bicycle spokes that were in the package. when i gave the desk personnel the receipt she explained that the items were too old , purchased in june 2008 and could not be returned or given a store credit because of damaged products. i sated to her what will customers do when christmass is here and customers are purchasing items and wanting to return. she tod me she didn't care because she will not be here in december. i will hesitate to shop at this toys r us because of the policies and fairness to the customers.

10-12-08 I went to the store to return 2 My little Pony BackPacks that my daughters received duplicates of for there birthdays. This was from a daycare birthday party which they received duplicates of. I did not have the receipt but only wanted to get them something else. Per store manager Glynn they do nothing without a receipt. Explained the situation to him that this was a daycare party and most parents do not give you a receipt with there gifts. It didn't matter to him one bit.

Explained to him I just want a credit so I can go get them something else. This is policy for the last 2 years and there is nothing I can do. Well I stated to him fine I will NEVER shop in this store again and will let other people know about this. So I called the 1 800 # and s/w Denise which was really nice but per her understood my frustration but could not overrule what a manager had told me.

I still was not happy and will make it well known NEVER to shop at TOYS R US. My girls are still young where we did spend a lot of money for Christmas's and birthdays and so forth and that will come to an end.

My son had a birthday and received a train set that he already had. A Toys R Us Exclusive logo was printed on the front of the box. The gift giver did not include a gift receipt. We went to exchange for something else, but they would not allow a return, exchange, or store credit without a gift receipt or if bought from a credit card, they could look up the return with the cc #. So, we contacted the gift giver with our problem, and they kindly looked for the receipt and gift receipt. I felt so tacky asking them for it, but they understood.

They could not locate it and also paid for it in cash. So we are stuck with a train that we already have. I don't like to give gifts without a receipt, so I may just wait til Christmas to donate this with other gifts that we donate. Toys R Us' policy is not friendly at all. I will not be purchasing from them again.

Just a waste of time going to try to return. I was also going to buy some other gifts there too, but decided that I will no longer shop there.

My son received a duplicate Little Tykes basketball hoop. I tried to return to the store for a credit but got rejected because I didn't have receipt. My sister in law bought the item online so we deleted her email receipt. Then 3 months later, my sister in law found the email and forward to me. I printed email and took to store. Again, I was rejected because the email receipt didn't contain a number needed to punch into the register. Now, they need the packing slip. My sister in law said there were no packing slip.

It's like if its not one thing it's another. I feel like even if I go there with a packing slip...it'll be something else they need to defer me from returning. I had $70 worth of merchandise to purchase. Since their customer service is so bad I left my merchandise on the counter and swear I'll never shop there again.

I purchased a to Home Depot Weed Eater for my son. Within 24 hours, the toy was broken and stopped making noise(even I has changed the batteries). I went back to the store the next day to exchange, and was told that since I didn't have the box (though I had the original reciept) I had no recourse but to get the same toy. None of the toys on the shelf were working either.

I asked what would happen if these toys broke tommorow, would I then be able to get a refund. The unbelievably rude manager told me I had no options, because anything I exchanged today, would also be leaving without a box. I though that was the absolute most outlandinsh thing I had ever heard.

I will never return to Toy R Us, and will advise anyone I know to do the same.

Today I tried to return two gifts my daughter received as birthday gifts for her 2nd birthday. I didn't have a reciept, but it was clearly marked on the package that the items came from Toy R Us. I didn't want a refund, I just wanted an in store credit, so my daughter could pick out something else that she didn't have. The store clerk told me I couldn't do that because I didn't have a receipt, of course I don't, it was a gift.

I understand that stores need to have a return policy, but never have I been to a store that refuses to give an in store credit. Recently I took a baby doll back to target, that have been taken out of the box and I was able to exchange it. I will NEVER shop at Toyrs R Us again. It's too bad that the person who gets hurt in all of this is a 2 year old.

went to exchange a $20 toy for another $20. my daughter had already had the doll and was given the same doll as a birthday present from a friends mother. we were told that they had a new policy that they could not exchange with out a recite. then asked for my friends name and phone number to see if they could find the recite in the computer. after finding 260 matches they told me to bad that was to many hits and i would have to ask the other parent for the recite.well i left with the doll and i will be adding to future birthday invites please no gifts from toys r us WE DO NOT LIKE THE COUSTOMER SERIVCE!!!!

My mother in law purchased a couple of the bumper boats for pool use from Toys R Us for my kids and after 5 minutes of use one of the boats stopped working. She checked the batteries first then took it back to Toys R Us WITH the receipt and was told that it wasn't their problem and she should have saved the box that it came in and that without the box, there wasn't anything that they could do about it.

We also had another incident with the Leapster Learning system products. The buyer protection plan was purchased on it and for the first couple of weeks it worked fine. The screen stopped working. Again we were told that nothing could be done about it. We have recently bought a razor scooter in May 2008 and the handle bars on it which are supposed to fold down will not do so. We bought the protection plan on it and I am sure we will have trouble with it as well.

When I went to the store to return a birthday gift given to my son, with the receipt, they would not accept it because it was past 90 days. Not even a merchandise credit was offered to me. This to me is crazy. I explained to the manager that this policy is unfair and not consumer friendly. It's hard enough to get out of the house some days with children, and now we are punished because it's not before 90 days! i will take my business elsewhere.

Purchased a Pool on 6/6/08, was not happy with the product once I opened it and tried it. The pump was not working properly, yes the manufacture replaced it, then the liner tore and the pool was used once. All I wanted was store Credit not a refund and I was refused telling me their store policy was no returns if the pool was opened. How, would I know if I was happy with the product if I did not open it?

I asked were this policy was written. The manager pointed to a taped piece of paper on the cash register, which was not dated or look professional and it was not present at the time of purchase. Then he showed me the pool displays and it clearly indicates no returns (no mention of exchanges or credits). I said I am not looking for a return but a Store Credit. I was refused; I brought up another argument that the back of the receipt does not indicate any returns of pools or seasonal items if open.

I then spoke with an Annette ID 3139 at the Home Office. All she kept repeating was that was the store policy and did not care. I feel this was s very poor customer service and poor display of policy and play on the consumer intelligence. I am disgusted and angry with a store that capitalizes in toys and electronic sales for kids of all ages. I have spent thousands of dollars there.

It has cost me approximately $300.00 plus my childrens disappointment. Plus, due to the tear in the liner, damages my neighbors basement. I am truly disappointed as consumer!!!!!

I returned a "Bratz" doll head & makeup kit that I bought for my daughters birthday a month earlier. She never opened the package or played with the item. I requested store credit for another item, since the gift receipt fell out of the bag. They refused to accept the return or accomidate me whatsoever. Even with two managers present, they told me to "Get lost".

My wife has purchased a swimming pool and Toys r Us refuses to accept the return. There were no notices in the store, nor on the receipt, that the item is non returnable. My wife searched on the internet for a pool. We've seen that Toys r Us carries several. Since we were not sure how it would look in our yard, we double checked that store policy on returns My wife then went to the store. She could not see the the pool on display, so she had to get a ticket and pay at the cashier. After the purchase, she had to go in the back of the store to pick up the pool. The box is v. heavy, so a store clerk loaded it for her in the back of the truck. Once home, we've set-up the pool. It looked much larger than in the picture. We found that it was too large for my 4 and 7 yrs old, even though in the pictures, the pool showed children playing, and the water was not reaching their navel. We decided to return the pool.

The store manager told my wife that Toy r Us doesn't accept returns on pools. He then stated that there was a piece of paper that was attached to the box stating this policy. As a customer, my wife could not even see the box until AFTER purchase. My wife informed him that there was no such paper on the box. At that point the manager gave my wife a piece of paper that stated the Toys r Us pool policy. The policy was not displayed in the store, nor does it agree with the exceptions listed at

The manager then asked some store associate to take a bunch of those printouts and stick them on the other pool boxes in stock. My wife returned home with the news. I have called Toys r Us corporate at (800)961-5984 and spoke with a customer service rep. After stating my case to her, she re-stated to me the Toys r Us non-returnable pools policy. I have underscored that we were not informed of this policy, at which point she pointed that there is a note on the box, printed by the manufacturer that pleads not to return the pool to the store, but contact the manufacturer instead. I have told her that I did contact the manufacturer, but they told us that they can't accept the pool since the item was not purchased from them.

The customer service was quite understanding and told me that a regional manager will call me in 3 to 5 business days. After 3 day, no calls from the regional manager, so I've called again customer service. After a similar dialog as with the first customer service rep, I was assured that a regional manager will call me within one day or two. Two days after, still no call. I've called again - the customer service rep that I've spoken with this time showed no understanding whatsoever. She told me that no regional manager will call me, and my only option is to write a letter to the CEO of Toys r Us.

We are left with an $800+ bill for a pool we don't want.

I purchased a remote control bike for my grandson for his birthday. The toy is manufactured by ToysRUs under the name FastLane. Within 5 minutes of use, the toy malfunctioned. It was flimsy, had no power and the battery pack was loose so it kept stopping. I immediately packed the toy and went back to the store, receipt in hand.
They refused to give me a refund or offer a store credit. They did offer to give me another of the same toy. I had no desire for another of the same piece of junk.

I came home and called the ToysRUs 1800 customer service number. After many excuses and hold while I speak to my supervisor, I was told they would inquire of the manufacturer for a solution. I am waiting for a resolution within 5 days.

My grandson is here visiting from Thailand. This is his birthday gift. He will be leaving the USA before the 5 days elapse, with no gift from ToysRUS. It is hard to believe that a toy store has such terrible service.

My daughter just celebrated her 2nd Birthday. My Aunt came into town and purchased one of the cones you place outside to warn "Children at play". It is a fabric pop up type that lays flat in the store. No packaging just tags. When we opened presents and popped the cone up (which flattens back down) we noticed a tear that would be unnoticeable when purchasing. With the tags still on it we returned 2 days later to exchange for another cone. The store manager refused without a receipt. The silly part is we can go buy a new one and return the damaged one with the other receipt. Sounds like a waste of everyone's time and proves their policy is ridiculous. Customer service on the phone confirmed this is their policy and offered no help.

Our second & more scary problem is a Bright Starts bathtub buoy toy for 6 months and up. The plastic seems to be breaking off into pieces. The same store manager did not care and said the only way he would help is if it was on the recall list. I was astonished at his attitude, apparently he doesn't have children. I called customer service and all they offered was the manufacturer's phone number. I would think that if they are selling something like this they would want to look into it themselves.

Selling a product that has been brought to your attention as an infant choking hazard seems to be an act of negligence. I am sure that if a child gets hurt tomorrow by the product their response would be they knew nothing about the products condition and they would never put something on their shelves knowing that it could cause harm. There is still a toy being sold in stores that could cause potential harm to infants. There is no reason a toy made for 6 months and up should be breaking apart into tiny pieces of plastic. Choking hazard, etc.

We lost our reciept but they were willing to give us a store credit. We bought the toy for $40 + tax but they were willing to give us only $28 store credit as the item went on sale the day we went to return the item. We were advised that we can not get the full credit back until 30 days after the sale is over and they cannot guarantee us if we will get any credit back after that time period or not.

Upon asking why they are willing to give us full value of the item back then(in 30 days after the sale is over) and not just now, the manager said its just their company policy. Basicilly they are inconvenicing us for something they can take care of now. Also they are not being upfront in telling us if they will accept the item back in 30 days.

Christmas present (Leapster L-max) was bought on 9/11/07 because my mother lives in Las Vegas NV and she buys presents early instead of having them shipped. He opened it Christmas Eve. He played it continuously for until Dec 30th and it stopped working. We changed the batteries twice to ensure is was not the batteries and charged it on the charging dock. So we brought the system back to Toys R us on Jan 2/ 2008 to exchange it but they did not have any of the blue or boy Leapster L-max in stock and gave me names and locations of 3 other Toys R us in the area. None of the Toys R us had them in stock, and not one of the Toys R Us offered me a gift card, just told me to check back in periodically and suggested Tuesday is the day after they received shipments.

I have been doing that since January except when we were on vacation. Finally they have it in stock on the week of March 8 and I went to exchange the item and they would not exchange it because the computer would not except the date. Christine the manager (would not give me her last name) advised that I call 1 800 Toys R us, which I did and spoke w/ Mita employee # M49D and she could not do anything either. She said it was up to the store manager who had the capability of overriding the computer. I called back Toys R us and asked to speak with the manager and I waited on the phone for 20 min and did not hear from her.

A big waste of time and money ($250) that was put into that. I do not think it is fair to my son or myself for Toys R us making us have such a negative experience. They did not even try to help us rectify the situation, they honestly just made it worse. What makes me really mad is that I could not even buy my son a new one because they never had it in stock. I deeply frown upon Toys R us and will never shop there again. You would think such a big corporation could hire more competent managers that be willing to solve problems instead of create them.

$250.00 between the $180.00 for 6 games at $30 each, plus $37.00 Charging dock, and $36.00 Two cases (one carrying case and one backpack).

I bought Wii games for the children at Christmas. My 17 year old decided that she would rather have DDR than what I purchased. Receipt in hand, I head to TRU and hand then the new, unopened game with the receipt, go and get DDR and then come back to have them tell me that it has been been past time and they cannot exchange it. Mind you, I am going to pay quite a bit more for this new game versus what I paid for the original game, plus some books for DS easter basket. I didn't want a refund, only to exchange. They kept repeating the same thing and asked me if I wanted to go ahead and make my purchase. As if! I left and looked at the back of the receipt and no where does it say you can't exchange, only refund. Heck, it was over 45 days when I gave them their games.

I didn't purchase anything else, nor will I step foot and spend one dime in their store. I will also encourage my parents not to go there and shop.

On Nov. 6, 2007, I made a purchase of $67.77 from this Toys R Us location with my National City Visa Card. I paid this charge when my credit card bill came due. On Nov. 10, 2007, I returned some of that merchandise for a refund credit of $29.66. I have the receipt showing that my Visa Card was credited $29.66. That credit never showed up on my Visa card.

I contacted the Toys R Us location and was referred to their customer service dept. When I called Customer Service I was told that before they would do anything, I first needed to contact my bank, and if my bank couldn't help me, then Customer Service would elevate the issue. I contacted my bank and was told they never received the credit transaction. I called Toys R Us Customer Service and was told they would elevate and research the issue and get back in touch with me. That was back in November 2007. I have since contacted Customer Service more than 4 times and been told the same thing each time. Someone would research the issue and get back in touch with me. I have provided all the details of my transactions at least twice, and even faxed in copies of my receipt. I have never heard back from Customer Service. My last follow-up with them was today (3/5/08) and was again told someone would research my issue and get back to me, but it may take 3-5 business days.

I returned merchandise for which I was never reimbursed.

We had a party for my son's 2nd birthday and of course we received toys in duplicate. The Toys R Us representatives informed us that since we did not have a receipt and were not given a gift receipt by our friends and family, that Toys R Us has a new policy where they refuse to give store credit. They made us feel like we stole the items. 3 other of my family members, including myself, worked for Toys R Us and I worked in Loss Prevention for another retailer and we will never shop at Toys R Us again.

My 1 year old son recently had a birthday and received two of the same toy. With a gift receipt in hand I went to Toys R Us to return one of them which had been purchased 95 days prior. I was told that because it was past their 90-day return policy that I could not get money back or even a store credit (which is what I was looking for anyway). The store still carries the same item at the exact same price that was on the receipt. I was just hoping to exchange it for something else in the store so the money was staying there anyway.

Okay, so Toys R Us wins on the $40 toy, but the thousands of dollars I spend there every year on my children and our extended family will certainly be spent elsewhere.

My wife purchased 3 nintendo DS's for Christmas. Two of the three work fine. She returned to the Rochester MN store only to find out they didn't have any to exchange it for, and couldn't get store credit. She was to check back to see if they get any in. That's fine, but the store is 75 miles away. A few weeks later I went to the Cedar Falls store (75 miles away also), and tried to exchange it. Yes they did have some to exchange it for, but NOW it's past the 45 day exchange period, so we can't exchange it. Had the first store had one we would have been OK. So now we have spent 6 hours driving time trying to return the DS without success. I did contact them on email but never heard back. Extremely poor customer service.

I purchased 3 pogo sticks for gifts last Christmas. I had one small, two large. I wanted to EXCHANGE an unopened one and get the smaller pogo stick as my child cannot use the larger sticks. I was told I could not exchange the product and it is now sitting in the front seat of my car. I purchased numerous items from ToysRUs this year, and I can assure you my family of 6 will not frequent this retailer again.

Like so many others we sought to return duplicate gifts that my nephew received for Christmas for an exchange, and like so many others were turned away. I know Christmas is about the birth of Christ, but all big Corporations care about is their money and how much interest it will draw. I believe it's time we boycott some of those operations that misrepresent there so-called family value status like ToysRus and Mattel, who manufactures some of this trash that they try to sell to our children, or send our jobs overseas to avoid our regulations and gain cheaper labor just to increase their profits. We, the working class, struggle to make those hard earned nickels and dimes that they steal from us by selling useless trash. I was stupid enough to think they care about children. Just know I will never cross their threshold again.

I purchased The Singing Machine Karaoke machine for my daughter for Xmas. Took it out of the box. After using it twice it decided to stop working correctly. I had the receipt and took it back to the store. They had NO replacements at all! They refused to credit my $106.00 back to my credit card and would only give me a store credit. They said the box cannot be opened. How am I supposed to know it doesn't work it I don't open it? I left extremely mad with a $106.00 store credit.

After that $106.00 is spent, I will never shop there again. I would rather drive to 3 different other stores to find something rather than shopping there again. That is HORRIBLE customer service. They are losing more money by losing customers!

I really hope somebody is reading these complaints because I am steaming. My 3-year-old son received a train set for Christmas and was not given a gift receipt. Since I knew I was unable to get the receipt, I took the train in assuming I would get store credit. (I now understand the no cash back policy- but no exchanges, WHY? They get to keep their money?) I had three very rude employees state that there was nothing they could do, not even an exchange. I understand it is not their fault, they did not make the policy, but they were very short and very rude.

The manager then told me that they didn't even carry that particular train set any more. So, of course, I went to the train area, found the exact one, brought it up to customer service and said, "Oh, is this the one you no longer carry?" I was fuming. We have very large Christmas gatherings in my family with many children. After I told some of my adult relatives my experience, we have all decided not to shop at Toys R Us again.

We now have a $125 duplicate train set sitting in our basement. My son could get another gift, but instead was basically told, too bad.

I purchased a new Playstation 2 at Toys R Us. I went home and opened it. It had broken parts and appeared to be a used one. It was packaged as new. I immediately returned to the store to have it replaced with a new one. They refused and implied that I had put the used one in the box. I was treated like a criminal and treated extremely rudely. I had nothing to do with it and was treated like a criminal rather than the victim. I am a teacher, mother of 4, simply trying to buy my children a game system. I spent hours trying to get this resolved. They basically said...It was new when it left here.

IT WAS NOT! I should not have to deal with this problem. They should deal with SONY, not me. I am the consumer being taken advantage of....They are the store that sold the misrepresented product to me. I have spoken with Toys R Us customer service and Sony representatives who think they should have exchanged it. They should be worried that somewhere along the way the game system was switched--and not put the blame on me...the innocent consumer. All I wanted was for them to take responsibility and replace the system I bought (thinking it was new)!

$130.00

My daughter received 2 duplicate DVDs for Christmas WITHOUT a gift receipt. I went in to my Toys R Us and asked if I could do an exchange for these movies which I already had and they said no, not without a receipt. I didn't want any money back and the DVDs were unopened, but the Ass. Manager still refused to help me stating it was the store's policy. Well, that is the worst policy I have ever heard of. I will ask all my daughter's relatives, friends' parents and everyone I know NOT to shop at Toys R Us since making the customer happy is not their priority. Toys R Us has lost my business. The worst part about this is that Toys R Us has crushed any little local toy store. Even the Ass. Manager mocked me by saying if you don't shop here where are you going to shop? Thank goodness there's the internet.

My aunt in California sent a Christmas gift ($60) to my nephew in South Carolina (+$17 shipping). My nephew already had it. I tried to get store credit (with the reciept)and was refused. I was told because it was purchased with a credit card, the card holder must be present to refund or get store credit. The cashier suggested next time we should just buy Gift Cards.

As a result, my mother purchased a different toy for my nephew, and now at 74 years of age my mother is the proud owner of a Magnetix I-Coaster. This is the most heinous return policy I have ever found. And, the worst customer service. I wonder if this is a drive to get customers to purchase gift cards because we all know these cards are seldom used for the full card value (if they are not lost before use). Thereby the company, Toys R Us makes much more on the deal.

A christmas gift was given to our chlid and it is defective. The strict return policy at Toys r us, which is outrageous, prohibits us from getting an exchange or return.This is so crazy that a toy store puts strict policy ABOVE a childs joy especially at Christmas time. We are sitting here with a broken toy and a little boy's broke heart.

Our son has only experienced three christmas' in his life of 8 years, he is adopted from Africa. This is just so upsetting that he cannot get a CHRISTMAS gift that works because of Toysrus!

My grand-daughter received a gift for Christmas that was not age appropriate. I took her to our local Toys R Us and just wanted to exchange it for another toy, of greater value I might add. The clerk at the return desk told me she could not do it. The manager on duty told me he could not let me exchange either but gave me an 800 number to call the corporate office.

I called and was told Toys R Us would not let me exchange the gift without a receipt. I very nicely explained my situation to her but she was not interested. I ask for her supervisor or manager and she told me she did not have one.

I am filing a complaint regarding the Toys R Us return policy. My son received a duplicate gift for Christmas, and we were not given a receipt with this item. However, I knew it was purchased at Toys R Us. When I tried to return it to the store for store credit, I was told (very rudely) that no returns would be accepted without a receipt. The toy was unopened and when I asked why, I was told that this was their policy, it had been in effect for over 2 years, and they could not help me any further. This makes no sense and does not help the consumer.

I was looking for store credit so I could then purchase something else from their store. Instead, I was basically dismissed. Furthermore, the same company operates a completely different policy in another one of their banners. At Babies R Us, they will accept items back without a receipt as long as they carry that item in their store. This is consumer friendly, and helps their store as well. I've then used that credit to purchase additional items I did need, and often spent more than the credit amount.

We purchased an $80 Disney Fairy DVD player for our daughter for Christmas from Toys R Us. When we put a DVD in, the operating sounds from playing the DVD were so loud you could hear it over the TV volume. We researched online and read the many consumer complaints with the same problem. We immediately packaged it up and returned to the store with the receipt--the purchase was not even a week ago. The clerk said we could only get store credit, which was very disappointing because we knew we wanted to buy a completely different DVD player since they were all poorly designed. Since Toys R Us is not an electronics store, having the credit means we are forced to purchase an alternative player from their store with very limited variety of choice. I told the clerk how ridiculous the policy was, and she only responded with It's not MY policy," to which I replied, "Well, pass on the word that I won't be making any further purchases at Toys R Us."

This policy is an INSULT to consumers, and I hope Toys R Us goes out of business because of it. If we had known the policy was that strict, I would have never made the purchase there. A policy that strict needs to be made clearly aware to consumers BEFORE they make their purchase, not after on the back of the receipt when it's too late. I always thought there were laws to protect consumers from this very ordeal; I guess not.

My son received two duplicate gifts for his birthday. When we went to exchange them for something else we were told absolutely not. Even though the sku numbers are proof that they were purchased there. This is the most non-customer friendly policy. We received an electronic toy from a grandparent for Christmas and the graphics and sound are terrible. We were going to return it, but the receipt says that electronic toys, if opened, can be exchanged for the same item only. Why would someone exchange something that is not a quality product for the exact same thing? We will no longer be buying from this company.

The economic impact is that we're out over $100 for a toy that we don't want or like. My one son received a great toy from Grandma and my other son is out a toy.

I was told when we registered for baby gifts at Babies R Us, that the registry and store policies were the same at both places. A month ago I returned some duplicate items we had gotten as gifts for my son at Babies R Us; no problem; I was issued store credit. Today I went to return a duplicate toy that my son got for his first birthday--in an unopened-not damaged package--and was told, "We won't issue store credit without a receipt." When I asked when that policy changed, she said years ago. I then said I just returned something to Babies R Us, and they had no problem issuing store credit; she stated the policies of the two stores are different.

I would've gladly taken the store credit, and probably would've purchased something that cost more than the original item, but instead took my business somewhere else. Why tell new parents when they register for gifts that they are the same company? They are absolutely not the same company!

My daughter received duplicate Leap Frog Word Whammer Fridge toy at her birthday party. They were both purchased at the local Toys R Us store. I did not want money back, I simply wanted a store credit. There was no point in having two of these items, and I didn't want the money spent by her friend to have gone to waste. I was not able to get a store credit, nor an even exchange, nor a refund. The store told me if I didn't have a gift receipt or receipt I could not do anything. I did not want to hurt our friends feelings by calling them and asking for a receipt, how rude that would be...

The crazy thing is that the toy was in its original package UNOPENED and the display for the exact item was right next to the customer service desk. The store refused to help me. So, I left the store with the toy and our friends money went to waste because we already had this item... This policy is RIDICULOUS...

I will never shop at TOYS R US again... I can go to Target or Walmart who are very willing to do exchanges if the item is in its original package. Again, it is not like I was asking for money, I just wanted a store credit which I would have spent in the store.. Sad that Toys R Us has this policy now.... Never again will I shop there.... And for the future birthday parties for my children, I will ask our friends/family, please no gifts from Toys r Us...

Waste of money

With my husband unemployed, we were the fortunate recipients of some generous gifts for our four children from neighbors in an anonymous sub-for-santa type package. Each of our four children received $30-$60 in toys from Toys R Us--including exclusives and toys with the Toy R Us logo printed right on them. Unfortunately, the toys were either not age appropriate or not something our children are interested in. No big deal, we'd just exchange them for something we knew they'd like. We did not expect money back and planned to use the full amount of store credit that same evening for their Christmas. Same story I'm reading here--no deal whatsoever with two unfriendly associates. Basically we were told no exchanges before Christmas.

I left in tears. And I'm in tears again. I will never shop there. We're left with useless expensive gifts from Santa and we cannot afford to get anything else. So Santa brings these gifts we know they won't like or won't even know what they are (and can't even open so we don't mess up the package), then take them after Christmas to exchange? Does that make any sense or provide good customer relations? Does Toys R Us expect to stay in business with this attitude towards customers?

They have a very bad attitude, they never want to take returns back. I will never shop there again. The store located is in Long Island, New York. The people are nasty and they just do not want you to return anything, and if you do they will not help you. I lost $500.00.

My daughter turned one on October 4, 2007. She received an adorable outfit from Toys R Us as well as a set of duplicate blocks. I was told that Toys R Us and Babies R Us will no longer return items without a receipt, even if the item was specifically manufactured for Toys R Us.

The problem is that when you have a small child, you get duplicate gifts constantly. I have shopped almost exclusively here for the past two years. I'm furious that this store would treat its customers that way. It is ridiculous. I even have had problems with the Toys R Us/Babies R Us credit card. I never receive a bill. I've tried going online to check my account and it has been down 50% of the time, and I have been charged late fees even though I don't get a bill emailed to me. My sister in-law was told by a representative at their headquarters that if we go home and fill out a registry with the items we want to return, they will honor the return. How sad that customers like myself, who spend hundreds and hundreds of dollars in these stores have to jump through hoops and be pushed to alternative stores.

I had bought two barbie rooms for $60 each and then on Thanksgiving discovered they were the wrong thing. I brought in the product with the receipt which I paid for with debit (cash). Apparently, they would not honor the receipt because it was past their policy return date. I asked if I could have a gift card for the $130 dollar amount to spend in their store on the right barbie products. They were rude, angry and declined to accomodate me in any way. I guess the rooms I had bought went on sale and they didn't want to take a loss. So I was turned away. Well they not only lost a loyal past customer who bought plenty for my children there but all relatives will be instructed to boycott Toys R Us from now on as well.

My daughter received a birthday gift from Toys R Us - it was a duplicate toy & the gift receipt was attached. I attempted to bring the gift back. The Big Sister Dora doll was not opened. I was told I was not able to return the gift &/or get a store credit as it was over 90 days. This was a Present that obviously the person purchased a while back ~ knowing how much my daughter likes Dora. I had to leave the store w/the Dora doll. AGAIN I had the receipt for the UNOPENED doll. I cannot believe this. I will NEVER shop at Toys R Us.

I purchased a Genfoam pool from Toys R Us in the beginnning of the summer. From the 2nd week I had it, it was losing water. I didn't want to take it down and start from scratch so I waited until the end of the summer and filed the claim. I called in the beginning of Sept and was told they would email me a shipping label, but I never received it. I called again on Sept, and was told they would mail me a label. I waited for about 2 weeks and still never received it. I called again in the middle of Oct and they said they would email it to me, and I still didn't receive it. Finally, on Oct 29th, I called again and this time they finally emailed it to me. I put 2 pictures of the pool, a piece of the pool, the original receipt and a store copy of the receipt in the mail to them and sent it return receipt overnight. It was received by them and I was told that the gift card would be processed and go out within 14 days. I called on Nov 21st and was told it went out and that I should recieve it in 2-3 days.

I never received the gift card, so I called again on Nov. 27th and was told they needed a store # and somehow the gift card was cancelled in their system and they had to send it to accounting to be sent again. I then called again today, Dec. 3, and was told it still has not been sent out and that the accounting dept needs to call me first to let me know what is going on and when it will be sent out. I am completely getting the run around and I believe being so close to Christmas they are stalling this due to the fact that they believe that I will spend money in toys r us for christmas but if I have the gift card I will use that which will cost the store money.

Being that I was told in Nov that this was being sent out, I did budget it as money to buy my kids presents for Christmas. I do not have any other money to buy them gifts and I really was counting on this, I really need to recieve this card in time for the holiday. This has caused me nothing but stress and aggravation and I have used up my valuable time making phone call after phone call.

I bought a flypen and tried to return it the following day because it was too complicated to use. The store wouldn't give me a refund because it was opened. I called the company that manufactures the flypen and they said to go back and get a refund, and to let the store know that they can send the product back and they will be refunded or given a new product. I was given a reference number just in case I was having trouble. Toys'R'Us still refused to give me a refund and said no one can dictate to them what they should do. My daughter and I are very disappointed

I paid $80, which I'm not getting back.

On Saturday, August 4, 2007 I had a birthday party for my son (who absolutely LOVES Thomas the Train). Anyways, he ended up getting two gifts that were exactly the same. Both people had purchased it from Toys R Us down the street (since the park was right next to it) and so they said to just take it back to Toys R Us.

Today, I decided to return the duplicate item to the SAME Toys R Us that they had bought it at (just for store credit) so that my son could pick out another Thomas & Friends Item. I did not have the receipt with me because the person that bought it lived all the way in San Diego (about 3 hours away).

Anyways, I went in to the store to exchange the item and was met by a very UNFRIENDLY sales associate. I explained to her my situation about the duplicate gifts and the person living in San Diego, but she just said Well, I'm sorry, I can't return it. You need the original receipt. When I asked to speak to HER supervisor she just laughed very sarcastically. Basically she was just VERY RUDE! I shop at Toys r Us all the time and have never had an encounter like this. I have TWO children and I probably spend hundreds of dollars there each month.

Their new return policy is RIDICULOUS! If they have so much competition right now with Target and Walmart then this policy is just going to push customers that much farther away from them and probably end up being the reason they go out of business!

I received a duplicate gift from my baby shower so my friend who gave it to me told me to return it to toys r us since that's where she bought it from, i have a baby registry at babies r us but there wasn't any store in her area except toys r us, she forgot to include the gift receipt and since she lives in a different city, she had to mail them to me. So I went to the nearest Toys R Us to return the item assuming they will be able to scan it and know it was purchased from one of their stores as is the case with every other store. only to be greeted with not so nice employees,telling me that they do not accept returns without any receipt.

They told me they do not care whether the item was just purchased 3 days before or that it was un opened. as i was explaining to them, they kept saying there is nothing they can do. I told them i have never heard of such a policy especially for places that has a registry. I asked for the manager and he could not help me even for store credit or exchange. It was so disappointing that i told everyone i know not to ever buy anything from that store! Instead i went to babies r us and returned the item to them and told them that it was purchased from toys r us and they wouldn't take it back but Babies R Us gave me store credit, no questions asked. I told them that even if i could use my store credit at Toys R Us, there is no way i am shopping at that store. Such poor service! They lost my business for a mere $35 item.

I purchased a Sharp 13 LCD TV, took it home, and experienced poor picture quality. I took the TV back, with receipt, the very next day and was pointed to the return policy that states electronics can be returned only for a replacement product.

I have never before shopped for electronics where the store will not refund if quality is poor. I did not think to look at the back of the receipt to check the store's return policy. The manager stated there was nothing he could do, called customer support, and let me talk to a support rep. That person agreed that the policy is absurd, but would not do anything for me. I had no alternative but to keep the TV.

I have a serious issue with Toys R Us' return policy. My son received some duplicate gifts for his birthday; all without receipts but I was told they came from Toys R Us. The store refused to just allow me to exchange the toy for a similiar priced item! In the business they are in, most of the items bought are going to be gifts. I don't see how this can help their business, only anger their customers. I'll be shopping elsewhere for my future toy needs.

I had gotten a toy for my baby as a gift. She already had that toy, so I went to return it. I had the gift receipt for it. The toy had been purchased the day before, and the return policy was 45 days. I also had not opened the toy. I went to return it and was told that it had been part of a promotion/sale and that I could not return it, despite my having a receipt for it. I'd kept it in the Toys R Us bag that it had come in.

I left and called the Toys R Us headquarters. The woman at the headquarters told me that she'd call that store location to see what the problem was. She was very nice and called me back within five minutes. She'd spoken with Tim, the store manager, and she said that he'd agreed to take the item back and give me a store credit for the amount.

I returned to the store and was greeted by Tim. I told him that I'd just talked to someone at the corporate office and that she'd told me I could return the item. He looked at my receipt for about a second and rudely said, nope, there's nothing we can do for you. I told him exactly what the corporate officer had told me and he again replied with a curt, well, the only thing we can give you is...nothing, in a sarcastic tone.

I told him that I was very upset because of my having to drive to the store twice that day and that I'd only done so because I was told that I was guaranteed the refund. He stared at me and said again, there’s nothing I can do for you.

I had recently had a baby shower and received duplicate gifts. I wanted to return the gifts and get things that I needed. I did not want cash back just to exchange for something else. I was told that unless I had the receipt that I could not exchange it. I went to other stores and exchanged without any trouble the merchandise that had come from their store. I think this is a very bad policy. I want be going back to Toys r us again. I was made to feel like I was trying to cheat someone. If you could look into this matter I would greatly appreciate it. Thanks

I bought a toy easel for my son’s birthday. When we took it out of the box, imagine our surprise when the legs were ripped off. It was a returned merchandise (box was visibly opened), but we didn't believe they would place faulty merchandise back on the floor. When I went to return it, they refused, even after calling their corporate headquarters, because I did not have the receipt. They said they had changed their policy as of July 2006, and I should have read my receipt. The manager of the store told me they got in trouble from their corporate office for accepting returns.

When I called the corporate offices from the store, they initially said it was at the discretion of the store whether to return it. I asked them to tell the manager that, and she agreed to, but when the corporate person got back on the phone with me they then said I would have to produce a credit card statement to prove I had paid for it, as the two credit cards I had on me were not the ones used to purchase that particular item, although many other things had been. I refuse to shop there ever again.

Tried to return a set of unopened Yu-Gi-Oh cards valued at about $20. The box was shrink wrapped, never opened, and even had a Toys R us sticker on the outside so there was no doubt it came from this retailer.

It was given to my fiances child during a gift exchange at a party. We did not know who gave the gift. We had no need for the cards and went to our local Toys R us to return for a refund or exchange. They said No - New policy, No exceptions.

The store policy was outlined and without a gift receipt it could not be returned or exchanged. Absurd. I will never shop there again!

In the past, I have really enjoyed ordering on line. I am a retired person and to shop for our grandkids it takes us an hour or more to get to a store. This year has been an awful experience for myself. I ordered a MP3 player and they sent me something else. I sent this back to the store with the paperwork, with a receipt to make certain they received it. My receipt showed that ToysRUs received both packages on December 2nd at 10 in the morning.

I waited for my credit on my credit card. I waited and waited but no credit was given. I called on January 2nd and they said my credit was coming. I called January 8th. They said everything was fine and they would put me on high priority to get my refund. I called on January 18th because they still hadn't given me my money back. They said I should have it by January 24th - still no credit has been received.

I will never shop there again. I sent the items back in a timely fashion but they have every excuse in the book.

Toys R Us starts their HEAVY Christmas marketing at the beginning of November, including sending out the Big Toy Book containing tons of things on sale. On 11/07/06 we started purchasing items for our son's Christmas gifts. One item that we bought was the Lightening McQueen TV/DVD combo. This was 48 days before Christmas.

We gave our son the TV on 12/25. On about 01/20 (less than 30 days after Christmas) the DVD quit playing. I called Toys R Us about EXCHANGING this item for which I have the receipt and was told that because the item was purchased more than 45 days ago I was pretty much out of luck! No exceptions for Christmas even though they start marketing almost 2 months before the holiday!

I have even spoken with Corporate Guest Services and they refuse to budge. I will NEVER spend another PENNY in this store.

Every year for the past 10 years my kids go to Toys R Us after Christmas to return the toys they got duplicates of, or just didn't care for. As silly as this may seem, it is a very exciting tradition for them.

This year we went to return two gifts. One was a duplicate, that fortunately we had the receipt for that one. The send one was one that my daughter had already gotten in May for her birthday. With Toys R Us's new return policy my daughter was quite disappointed to find out that she had no means to get a new toy, while her brother could.

Christmas is about kids and Toys R Us is where 95% of their gifts come from. To not even offer some kind of store credit is just wrong.

We are done with Toys R Us unless they find a new way to handle returns.

I have told all my family to NOT EVER AGAIN BUY ANYTHING for my children at the Toy' R Us store in Warner Robins, Georgia. After years of buying at their store the time has come to stop patronizing this business For Christmas my grandson received three (3) Thomas the Tank Train Sets and my granddaughter received two (2) of the same electronic dance mats. They were purchased from this Toy's R Us store within the last month. On Dec. 30th we drove the 30+ miles to the Warner Robins store so the kids could exchange these duplicate toys for something they did not already have.

The woman at the service counter was very rude to us and pointed out a sign hanging there that no store credit or exchange could be made without a sales receipt. My daughter told her that these toys were Christmas gifts and she didn't have a receipt, nor was there a way for her to get one as the family members who purchased these items didn't keep their receipts. Even though the woman could plainly see that these toys had never been taken out of the boxes and were still sealed it did not matter one bit. She told us we should have called first and then turned away and started talking to someone else.

I could see this policy being enforced if the toys had been taken out of the boxes. My extended family member have shopped for years with Toy's R Us and never heard of any of us being treated with the disrespect we encountered at the Warner Robins store. You can bet that not one of our numerous family member will ever shop with Toys R Us again. But then I doubt very much if they even care about losing customers with the attitudes we encountered today.

Toys R Us has implemented a very restrictive return policy since mid 2006. It states that nothing can be returned without a dated receipt. Now after the holidays, many of us look to return gifts that were sent to us from relatives and friends in duplicate or they just were not the correct item. Toys R Us flatly says No without a receipt. This restrictive policy has changed my buying and will see all future birthday and holiday gifts to be purchased ANYWHERE but from Geoffrey!

We have tried at several stores to return items we know they stock for store credit, allowing my 10 year old son to then pick out something else. They are very adamant about this new policy and haven't budged. Only a public outcry from the guests or customers they claim to serve will ease this policy. If you haven't experienced this firsthand yet, you will if you have kids or ever give presents to kids. It is outrageous that a retailer of this magnitude can pinch the consumer in this manner. You won this year, Toys R Us, but you will lose many formally loyal customers tired of policies that ignore customer service basics.

We received many presents this Christmas that were either duplicates or were too old for our daughter to play with. I went to return them to Toy R Us and they said they would not exchange them without a gift receipt. They confirmed the products were bought at a Toys R Us because of the UPC stickers on the item but they still would not exchange them. I spend a lot of money at Toys R Us but no more. When I called Customer Service and asked for the name of the CEO and the headquarters address to make a complaint they told me that they could not give that information out. I had to look it up on the internet. In the future I would not waste my time or money in this store.

My daughter received a gift from an out-of-town relative. I saw that it was a toy she already had so we went to the store to exchange it for a different set of the same toy . They refused to help us.

Without a receipt they will not do anything even though it came in a Toys R Us box.

I contacted the manager and he asked me to call the buyer to request more information! I do not want my family to think that we don't appreciate their gifts.

This policy is wrong. I am returning all of the Christmas gifts that I have purchased from Toys R Us this year, including some that are already wrapped. I do not want to give gifts that cannot be returned. Unopened toys should be able to be exchanged.

I tried to return gifts purchase online for my kids with a gift receipt at a Toys R Us store. And they said the value of the toys were $14.96 and 1 cent for a total of $15.00. The store manager assured me they were refunding me the _ORIGINAL AMOUNT PAID_ on the items. I called up the person who gave my kids the gift and have the original invoice, verifying that the actual total paid for the gifts was $40. The customer service agent Ken Fergusson tried to tell me that they will now refund the actual amount owed be and wants me to go away, but I want an explanation from them. I think they are deliberately trying to cheat their customers.

Mr. Ferguson gave me several different reasons as to why and how the mistake was made, none of which made sense. Each time I told him why I wasnt buying the excuse he came up with a different explanation. Then finally he said the gift receipt doesnt store prices and only establishes a toy has been bought from them. But I found their policy online explicitly stating the gift receipt stores the original price paid. So why did Toys R Us cheat me? I still dont have an answer. I think they do it to everyone! Be forewarned. I'm going to keep fighting them till I get answers.

I was gyped and then insulted and lied to by Toys R Us customer service. The customer service rep, refused to escalate my case and also refused to give me a physical mail address to send in a written complaint. Is this legal? They have really frustrated me besides tried to plainly cheat me.

My daughter just celebrated her 1st birthday and one of the nice presents she received was an Animal Alley monkey puppet from Toys R Us. Unfortunatly the puppet's sound controller was broken so we stopped went to Toys R Us to exchange the defective monkey with an operable one. All tags were still on the monkey and the toy was never used.

We were told that without a receipt, there would be no refund, store credit or exchange. I explained it was a present so we did not receive a gift receipt and I didn't need money back or a store credit, I just wanted a monkey that worked. I was told that this is a new store policy and nothing can be done.

Future birthday invitations will read "Please No Toy's R Us Products".

My 4-year old daughter got a Dora Talking House for her birthday, and she already had one at home. It was a Toys R Us special edition. We wanted to exchange it for another toy. The $60.00 gift was non-returnable without a receipt. Although I knew exactly what Toys R Us it had been purchased from and what day it was purchased, the manager refused to look up the transaction as it was not done by credit card by by cash. I am unable to request a gift receipt from the giver, and although the gift could NOT have come from Wal-Mart or Target, my daughter can't trade it for a toy that she can use. I won't go back to Toys R Us for any purchases.

A 4 year old can't exchange a $60.00 gift for something she can use. It's horrible!

I purchased a gift card for $50. I later decided to buy a gift and wanted to return the gift card to Toys R Us for a full refund to my credit card. I was advised that without the original receipt, I could not get a refund. I've torn apart my home and STILL can't find the receipt, but I do have a receipt from my bank of the transaction.

I tried to explain to the sales agent that I did not want the cash in my hand and I had all of the proper ID, but I was told no exceptions.

Now I have a gift card that I have absolutely no use for, since I will NEVER go into another Toys'R'Us again!

She said it didn't matter, that was their new policy. She said they give out gift receipts and they should have given that to me.

So if you lose your receipt, Toys R Us will not let you return it for credit.

I purchased a power wheel escalade $319.99 on friday aug 18 for my sons birthday opened it the next day saterday to find a used eletric car that looked like a gold cart I called reported to the store told them I would not be able to return it to the store till tuesday as we had went to my parnets to have a double birthday partie for me and my sisters son over 100 miles away I manager told me there would be no problem return it to the store my husband returned in on tuesday well we soon fount that they had no plans on doing anything at this time that claimed they needed to go through lost preventions 2 weeks later there telling me they can't do anything about it

I'm out $319.99 plus 7% tax i have no gift for my child and I'm waiting on a call from a distrect manager that the store manager basiclly implied he was not going to do nothing for me but would give him the info to call me

They have a new customer unfriendly policy whereby they will no longer accept merchandise back for credit or exchange without a receipt. I have 3 small brand new items that I changed my mind on and I no longer have the receipt so they won't take them back. I requested to speak to a supervisor their corporate office but was told he was in a meeting and I have yet to hear back. I didn't know about the new policy so the jokes on me.

It is only a $20 problem but because of this I didn't buy the birthday present I needed I left and went to Target today.

My daughter-in-law received a Safety First (Cosco) item as a shower gift. Serial # PA 25327 (CN) 250330050, 060428CP. She did not retainthe packaging. It collapsed and she attempted to return it to the store at which purchased. Since it was no longer boxed - the only offer was to exchange it. Of course the packaging was retained by Toys R Us. When takingher baby (9 lbs) onto the deck, the item collapsed once agin but luckily the baby's dad was quick enought ti avoid the baby from falling on the hard surface.

Mum asked me to return it once again, since the manager on her previous visit had been very rude to her. I attempted to do so, but without the pacagaging and invoice they did not want to accept it back, although I maintained that it needed to go back to the manufacture as being defective. Not happy with this response, I spoke to the manager - who after a lengthy discussion, refused to give us a refund - but offered us a credit note for the store valued at $19.99 plus tax. This being well under the cost price, I would imagine. Probably thelowest sale price ever of this bouncing chair. WE have purchased many items feom Safety First and up till thus tuine, have been very happy with all of them! I would suggest that you make further test on this particular item for the safety of all other kids who use this prodect.

My sister brought a Nintendo DS system from the Brent Cross branch of Toys R Us on 8th August (her birthday). When she arrived home we discovered the unit had several scratches on it, and so the first question I asked was did she buy an ex-display model? The answer was no, she paid full price so my brother and I went back to the store for a straight exchange. When we arrived at the store the manager accused us of 'swapping' the game system after it left the store, and claimed that since we do not have any proof that we didn't swap it he is not prepaired to assist us. We were treated like thieves and told to leave the store. I was absolutely appalled at the way I was treated, being an IT lecturer by profession.

My sister, whome I would like to add is an MD of a London based finance company, went back to the store the following day and the manager of the store told all of his staff not to deal with her because he had made up his mind. Again, a very humiliating experience for her. As a last resort we decided to ring customer services whome then told us that it was our word against theirs, and therefore they are not prepaired to help us either. I have since seeked legal advice and I have been told that I do have the right to a full refund as under the Sale of Goods act (1979) if the item is returned within a 6 month period the consumer does NOT have to prove the item was not defected at the time of purchase. In our case, the item was taken back to the store within 2 hours of purchase. I will be taking legal action against the store, but I believe everyone should be aware of the cowboy operation Toys R Us are running here in England.

My brother, sister and I were all humiliated by the store manager and customer services after paying good money for a unit. I could expect a better service from a market stall then I have recieved from Toys R Us. This is not about the £99 that the unit cost, it is the principle. I am a Lecturer in IT and my sister is an MD of a finance company in London, how they can accuse us of something like this is beyond me. I am now seeking legal advice for damages, expenses incurred and for the item itself.

We bought an Intek swimming pool on 5/6/06. It was stored in an enclosed garage until we decided that we weren't going to use it. So we load it back up once I found the receipt and saw we had a few days before our 90 day return policy would expire.

I went into the store, showed my receipt and asked for help bringing it in the store. Then I was told that the pool only had an 45 day return policy. No one said anything to us when we bought the pool about only having a 45 day return policy.

Had the pool been used I wouldn't have a problem but the pool hasn't seen the light of day out a taped up box.

I had a bad experience trying to exchange duplicate Christmas toys because I didn't have a gift receipt the store refused to allow me to simply exchange one Dora Toy set for the other. They were different characters. I agreed to just take the gift card with the money, but when they gave me the card it only had 14 dollars on it for the 60 dollars worth of toys I had intended to exchange. Neddles to say I was upset, I left the store after being flipped off by one of the employees. I contacted the 1 800 number and was told I was out of luck, then advised not to make the complaint through them because it always took forever to get resolved, they young lady on the phone advised me to use the internet if I wanted anything done within a month. Of course their site for complaints was down, how convient.

After calling the 1 800 number back I gave my complaint and got a promise to be contacted. When no one bothered to respond, I guess getting yelled at, stolen from and having obscene gestures made at me aren't enough of a reason to complain as far as they are concerned. I tried to remove my name from their mailind list, my first attempt was in March, here it is the end of July and I am STILL trying to remove my name from their lists.

Recieved a portable DVD player for christmas that was purchased the day after thanksgiving for the price of $99.00 plus tax and I also received a free DVD with purchase. After a few short weeks the picture quit working. I had a gift receipt and also the original receipt. When I went to the store to return it the clerk said There has been six others returned. So they said they would exchange it for me, but when the clerk went to go get one they had no more available. So I asked for my money back and was told they would give me in store credit because it was one day after the fourty five day cash back limit. I explained that I needed a DVD player and would have to buy one from some other store. They refused to give me my money back. So the manager gave me an in store gift card.

After I had to drive home and get the free DVD that came with my purchase that they can not re-sell but made me go all the way home to get. So then I called the District Manager and explained that I needed my money back so I could go purchase one at Wal-Mart. He told me to go back to the store and he would call them to give me my money back. The store Manager threw my money at me and said There you go, bye! I would like something to be done about this because the attitudes at this store are unacceptable.