Complain about a product or service

Toys R Us - Returns

Stephanie of Hagerstown, MD October 19, 2009

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.

D of Mississauga, ON October 6, 2009

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!!

Lisa of Rochester, NY September 13, 2009

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.

P of Washington, DC August 19, 2009

Toys R Us Return Policy: 1. If clothing is purchased from a Toys R Us, it can only be returned to a Toys R Us that sells clothing. 2. If an item was purchased in Canada, it can only be returned in the U.S. for the lowest sale price in the last 30 days regardless of the purchase price. 3. If you try to return an item to Toys R Us with a gift receipt, you will only receive the equivalent store credit of lowest sale price of that item regardless of price paid.

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!

donna of North Scituate, RI August 10, 2009

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

Mary of Summerville, SC July 22, 2009

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.

Jim of Phoenix, AZ July 10, 2009

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!!!!!.

Justin of Abingdon, MD June 18, 2009

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.

Kendra of Seymour, IN June 16, 2009

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 (didn’t 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 didn’t want to just say screw it. So I paid it. Then I felt like someone had stolen from me.

Katherine of East Petersburg, PA June 2, 2009

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!

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