Complain about a product or service

Toys R Us - Returns

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!

Melinda of Scotts Valley, CA May 25, 2009

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.

Michelle of Lake Forest, CA April 10, 2009

Michelle of Lake Forest CA (04/10/09)
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.

Megan of Buckeye, AZ March 22, 2009

Megan of Buckeye AZ (03/22/09)
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!

Alva of Detroit, MI March 16, 2009

Alva of Detroit MI (03/16/09)
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

Larry of Tulsa, OK February 22, 2009

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