Toys R Us - Customer Service

I bought an outdoor play yard gym set in May of 2011. Toys R Us staff at the County Line, Denver, CO store informed me that they would be able to keep the set until I pick up. I did not get the chance to finish my backyard so I did not pick it up for a while but kept on asking the store if they could hold it longer and every time they said yes. After almost 5 months I went to pick it up and they said they no longer have it. Even though I was upset I kind of understood because of the time delay. Here is my complaint: they say they cannot return my money. Basically they did not give me the product and now refuse to give me my money. I am ready to file a lawsuit. There are several key complaints:

3. The careless and ridiculous behavior of agents--I cannot completely blame them as they can only assist with what they are given, but the company is a complete failure.

I called Toys R Us customer service because I never received my rewards certificates that I have always received through the mail. I was told they were emailed to me but email address was not updated, their error. They told the certificates had expired and I would not be given new ones. I asked how this was possible since I always received them in the mail and I was informed that during the holidays, they email the certificates. I had explained how for years I only received certificates and communication through the mail.

I was not aware that they emailed anything. They said it was in their terms and conditions that can be changed at any time and I do not have to be notified of it. The customer service supervisor was beyond rude and condescending. I will never shop at any Toys R Us or Babies R Us locations again. You can just take people's money and promise rewards and not deliver. Bad customer service all around.

We returned a Christmas gift toy with both the gift enclosure and the original bill. Because it was past the 45 day policy, we could not get a refund, only a credit and we were only given the sale price even though the purchase price was higher. This is an outrage and we will never again purchase anything from Toys R Us. These insane company policies will chase customers away. Do yourself a favor and do not shop at Toys R Us-NOT!

I got a gift from a friend (Nintendo Dsi) and I wanted to replace it with a 3DS. When I went to the customer service for a replacement, they said that they will not exchange it because the seal was broken and won't even give us a store credit. The worst part was when I asked for a different color, they broke the seal, tore the edge of the cover and gave it to me.

I still remember the name of that store manager and his name was Joe and he works in the Manchester CT Shop. He was very rude and it was such a disappointment. I will never go as long as he works there. I left the store with a headache and I was full of depression.

I stopped off at Toys R Us to try and find a wireless headset for my PS3. While there an employee told me that the official Sony headset had been discontinued and they had one official Modern Warfare headset left. I bought it, drove home and discovered that my new television doesn't have the appropriate outlets. I packed up the headset and took it back to the store. I was told they don't do cash refunds since I had opened the package. However, they would be happy to give me store credit, but they didn't have any headsets left.

When I said I bought the headset in good faith they told me, "It's not our responsibility to make sure you know what works on your system, you should really pay more attention." I'm telling everyone I know that Toys R Us has shady business practices and have sworn never to shop there again. For a $100 headset Toys R Us burnt a relationship that could have generated thousands for them.

Since Black Friday Toys R Us has been advertising the Leapfrog Leappad. Since the past two weeks, the Nabi Kids and I went to 6 Toys R Us and it was never available. Every Toys R Us I've been to informed me that I have to come at 5 am and wait on line , but when I go there all of a sudden they're sold out. They said they only had 30. For the Nabi Pad, Toys R Us has the nerve to advertise the tablet. But when you go to the store they report to you that they did not receive it yet. What's the point of advertising something and it's not available for purchase at the stores? Now they have a circular advertising the Nabi Kid Tablet for $150 on sale from 12/18/2011-12/24/2011 and when I go to all the TRU they tell me they don't have it. It's not fair to treat their customers that way and they need to have rain checks for the Nabi-Kids for the sale price since its not available in the stores. I had to purchase the Nabi kids $200 over the retail price on Amazon.

The item I wanted, an Archos tablet, was no longer in store, so the employee purchased it online for me. I was charged twice for the item. I called, and they said they will hold the money, and it will be 3 days until they put it back on my debit card. Why? I will never again purchase anything online from their store. I don't appreciate being charged twice, without being notified. It's been a week, and nothing has been returned to my card yet.

My order #xxxx. You cancelled my order yesterday not long after I was able to place the order on your website and was told there were items in stock at the store. I chose to pick it up. I wasn't told why it was cancelled, just given a number to call for customer service. Just wanted to thank you because I got the same item at Walmart for $4 cheaper. I will be buying my grandchildren's toys from them from now on.

I made an online purchase 3 weeks ago, two of my items came back cancelled which is so crazy that it's the items I got half, so they just put the smaller amount back into my account. I called customer service and the women was so rude and ugly I'm trying to tell her this isn't right. They should give me the option of changing my order and she ignored me and said, "Is there anything else I can help you with" another words like I'm done talking to you.

I looked online and another of my items is cancelled today but whats weird that is in stock online for the regular price and they credit me the half price that I got it for. But yet, I can't get it now for that price anymore! Now, I know why Toys R Us is going down. That's what they deserve! Taking advantage of people before Christmas! That's just sad!

I was with my 1 and 3 years old sons on 11/30/11. We spent 2 hours looking around, and finally decided on Power Wheels Hurricane on sale for $359.99. I asked an associate to check the items for me. The associate didn't bother to check and said, "don't worry, we have plenty of this item available". I requested him to double check. He said to me, "you see these tickets in front of it? As long as there are tickets, that means we have it", and continued to talk,"you see there are 6 tickets here, so I'm positive we have it", and gave me one of the ticket to take.

He said, "when you are ready, take the ticket to the cashier, and pay for it there, and they will take care of you from there". He also mentioned that if I want them to install it for us, it will cost $10.00 on top of the original price, I just have to make sure to let the cashier know I want them to install it for us, because it's hard and big. I was happy, and so were my kids. I said thank you very much. I quickly made a phone call to my friend, because I would be needing a pick up truck since, it will not fit in my car.

My friend was 10 miles away and just came from work, but agreed to come and help me out. Since I had time and was waiting around for him to come, I went looking for a rubber ducky, because my 3 years old son has been bugging for one. I didn't know where to look and asked 2 associates at different times and both gave me the wrong aisle. I came across a 3rd associate, and he told me he doesn't know, and thinks they don't carry it, and maybe it was sold out!

I was disappointed as none was helpful. I went looking on my own and found the rubber duckies. I went to the register to pay. I asked the cashier if I apply for a Toys R Us credit card, will I get discounted, and she said she will have to ask her manager. She came back and said yes. I filled out the application, and handed her my ID. I don't know what she did, as it was quickly done, and told me no you can't get the credit card. I didn't argue because I know my credit score is 800, and she wasn't doing her job correctly, but I didn't want to argue. I just handed her my credit card from Chase, a credit line of $10,000. I also told her I wanted the Power Wheels to be installed, and she charged me an additional $10.00.

After paying, I waited and waited and no sign of the item. I went to the cashier and asked her how long will it take. She responded, "you didn't tell anyone from the back?" I replied, "tell whom?" I was told from the back, that after I pay, the cashier will take care from there. I told her aren't you the cashier, and aren't you supposed to tell someone to get the item. She just looked at me with a blank face, and later came to me, and told me the item is not in stock, and that they don't have it.

I paid $359.99 and had to put up with employees who don't know what they are doing or saying, and now, the item's not available. I'm so disappointed and upset. The cashier didn't offer an apology, or whether I wanted a different or similar items. If they apologized and offered if I wanted a different item or similar one, I would have bought it. The cashier just refunded my money and didn't care how upset I was, and my kids are crying because they were waiting for their new toy.

I want to know what is Toys R Us going to do for wasting my time, and my friend's time. They were not at all helpful during my time spent at the store, and they even ensured me many times that the item is in stock.

I was shopping online at ToysRUs.com on Monday, November 28th, and there was a promotion for buy two of a certain product and get third free. I placed three in my shopping cart and it was shown on the screen that two were at regular price and the third was free. Throughout each step of the checkout process, it still showed a summary of the order, with two at regular price and one free. I pushed the confirm order button and after my purchase was confirmed and order was placed and I was not able to make any additional changes, I was told that one of the items was out of stock and would not be included in my order, hence, I paid for two items and did not receive the third item for free.

I called customer service and told them about the purchase and at first was rudely told that in order to receive the promotion, I had to have three of the qualifying promotions in my cart. I told them that I did have all items in my cart, but when it was too late to change the items in my cart was when I found out that one of the items was out of stock. Customer service said that the promotion was only untill supplies last. I told them that I understood this, but there were other items still available that complied with the promotion and just wanted another item of equal price to replace the one that I had originally had as my free item.

They told me that there was absolutely nothing they could do to add that item since the order was already being processed. I told them that I could e-mail, fax, or mail the PDF that I printed of the screen that said that I had originally ordered an item, since they said they could not even find proof that I had ordered a third item and they said that they still could do nothing even if I sent that information in to them. They said that the only option I had was to go back online and re-order three new items that were in stock to get the third free, then when I receive original order by mail, return them for a refund of that order.

I called two different times and was told both times that they could do nothing and it was made out to be that I was in the wrong, even though during the whole checkout process the order summaries showed three items with the third being free and when it was too late to make changes to the order after it was placed, I was told the free item was out of stock and could not be sent and I did not have an option to replace that item with another one of equal or lesser value.

I had the worst shopping experience ever at your store in Santa Fe Place Mall. My 4 year old son was playing with the remote control car located by the door. He walked out the store. The employee began yelling at my son's father "get that kid back in here now! " across the store and in a way that was disrespectful and inappropriate. I was in the store in an attempt to complete Christmas shopping for my children and nephews. Instead I felt as if I had entered the ghetto.

Well after a brief conflict with the disrespectful and intolerable employee, we left the store. After walking down the mall, we were confronted by the employee's boyfriend who in front of my 4 year old son, pushed his father three times. His father attempted to walk around him and around me; the unknown man grabbed his father. My son's father had just had surgery on his hand and was unable to protect himself and did not want conflict in front of our son. After attempting to avoid the conflict, he was placed in a head lock and punched in the head, only to be hit with rings causing approximately a one-inch laceration with hematoma, leaving pools of blood on the floor and all over. After the assault, the Toys R Us employee continued the taunting by leaving the store and joining in the conflict in the public food court. So not only did a Toys R Us employee initiate violence in front of a child but continued to escalate the situation in a public manner which I truly find appalling. I cannot believe the behavior is allowed by this corporation. This is harming children!

My husband arrived at the TRU in Dickson City, Pa to start our Christmas shopping for our boys. The store had recently remodeled and the entire store was re-arranged. There were boxes and ladders piled in the corners and there were piles of merchandise in some of the aisles, making it difficult to navigate the already small aisles. At several different points there were employees meandering around and stopped to have a conversation in the middle of the aisle, blocking us from moving forward. They continued their conversation and we had to wait until they finally "noticed" us. After a very aggravating trip, we went to check out.

After our order was totaled and bagged, our debit card got declined. The associate that was dealing with us called for someone from the management team. After a few minutes someone (I believe his name was Chris) arrived in a huff. The cashier explained the situation and his response to us was, "I can't make your card work, that's not my problem." We tried to explain that it wasn't our card and it was the machine that was frozen and wasn't reading the card. He again said he couldn't make it work and that we would need an alternative method of payment and that this wasn't his problem. Utterly embarrassed, we left the store.

Once outside we contacted our bank who had put a hold on our card due to all the purchases that day. We fixed our problem with our bank and were able to continue with our Christmas shopping. The team member that responded was completely unprofessional and arrogant. We will not be returning to that Toys R Us ever again (if we decide to return to any of them ever again). We were very disappointed as we have been a loyal customer to Toys R Us for several years.

Horrible experience. I am a white female and have lived in Honolulu for 20 plus years. I find it so sad that some local people are still so racist! I went to the one and only Toys-R-Us on the Island to buy my daughter a trampoline. Mind you, she has special needs. I went straight to the front desk and two women acted as they were busy for 15 minutes. With no customers around and not one acknowledgment that I was there. I decided to go and changed my daughter's diaper. I went back to the front and after 10 minutes, I finally got a what do you need response.

I ask for the trampoline and they got on the computer.10 minutes later they asked , by showing me the picture on the computer screen if that's the one I was looking for. I said yes.I saw the price on sale at $44 something. I gave it a minute, then asked her what the price was and she said $62 something. I then said, I thought it was on sale. She took 5 minutes to go to the same page to say that yes, it is on sale.She informed me that it would be a few minutes because the manager has to go get it down. I said no problem. I went wandering the store with my daughter and saw her in the aisle. I asked if it is ready. She said its probably up at the front.

I went up there after being in the store for almost an hour and she said her manager is unloading a truck and he cannot get to it. I knew she was messing with me. I have had same treatment from others who have a chip on their shoulder. My daughter started crying hysterically. I stood there in front of who I believed was the assistant Manager who was giving me a hard time and I said, "That's ok, we will stand here until we get it..crying and all." She knew then that I have had it. She then said, "Here is the item code, go pay for it and I will go get it myself." I then saw the white manager that was supposed to be unloading a truck standing around. I thought to myself who is really running this show.

I went to pay and stood in line.The assistant manager said, "Let me ring it up." So she went over and rang me up. I paid, but then I thought, "Wait, she charged me the full price even after I challenged her in the beginning about it being on sale." I was now in this store from hell with evil people for over an hour wanting two things. I think the mentality of some people on this Island need an adjustment. I would love for a store like this to have a discrimination lawsuit against them. Maybe that will make them hire people who have a heart.

I received an email with a 2 day - 20 percent off coupon for 10/28 - 10/29 . It's an in store coupon and cashier said the manager honored it Friday 10/28 but not on Saturday 10-29. Because of misleading information, it's really bad business practice and unacceptable.

I was a very disappointed parent today when they (Toys R Us) advertised on Saturday, October 29th at 12pm to 3pm: "Join Geoffrey's Halloween Parade! Here is what is happening: Parade will be led by Geoffrey every half hour, free Sponge Bob Halloween bag and other surprises, free giveaways while supplies last. Parental supervision required at all times."

They did not have a parade or free giveaways! My daughter is four and she was so excited that she had so much fun last year and this year was so disappointing. We looked forward to today and we got there at 6 min to 12.00am; no one knew where to go or what they were doing, sent a bunch of us parents all over the store then Geoffrey came out for a second then had something wrong and went to go fix it.

Meanwhile, a line for the parade was forming at the front of the store. We waited all excited for what to come and wow Geoffrey just stood there and let us take pictures and sent us on our way to the table they had set up.

A young woman who was working on the table, shoved the boy items not for a 4-year-old little girl or any other younger girl into our bag. I asked if anything else was going on and rudely she said, no this is it. My poor daughter said, "mommy are we going to march in the parade or anything like last year?" I said, "no, this is it" So I proceed to Customer Service and the lady asked if she could help. I asked for a complainant card and told her why I thought this was ridiculous and she said whatever call the 1800 number. I will not go next year and I will not shop there again. I will be letting all my friends know and not to shop there due to how rudely I was treated infront of my 4-year-old daughter.

I purchase a Skywalker Trampoline online on September 15, 2011. At the time of purchase, the company had a promotion sale, which offered a "Free Game Accessory with purchase, up to $99.99". Once I received my shipment, the "Free Game Accessory" was not with my items.

I called the company and was told by the first customer service agent, that the item was left out of my original order, so he would send it to me, but I would have to pay the shipping cost. I then spoke to a supervisor, Matt, who informed me he would offer me a discount of $50.00 off the product, but I had to pay the remaining balance of $40.00 dollars. I explained to him that this was a "Free" product that his company was offering with a purchase of any Skywalker trampoline. He then told me, "Prove it." If I could fax him something showing this was free, then he would send it to me!

I could not believe what he told me. He stated he did not have a way to find out what promotions or sales the company offers. What? I feel like this is false advertising! I am not asking for anything free, I am only asking for what the company stated they were offering to customers. The only reason I purchased this item from Toys R Us is for the "Free Game Accessory".

There were two other companies that had the same item for $50-$60 less then Toys R Us. As a customer when I called to inform the company that an item was not shipped, I expected the company to apologize and offer to ship the item to me. I can not believe Toys R Us. I will never buy from them again.

Today, my boyfriend and I went to Toys R Us to purchase a birthday gift for his son when we noticed a sign under the toy we chose that read "Free Shipping". We spoke to a team member and we were able to start the process of ordering it online at the store. We only had cash so the team member informed us that we would be able to purchase a gift card and pay online using the gift card. Another team member approached us and put the cash on a card for us.

My boyfriend stayed with the first team member to finish giving her the information needed to order online. I went with the 2nd team member to put the cash onto a card. I handed him the $100 bill, he checked it, and was ready to give me back the change. I put my hand out to collect the change and Michelle (never will I forget her name) came over and asked to see the $100 bill that I used.

The transaction had already been made when she approached and stopped the 2nd team member from handing me my change. She asked him to open the drawer and take the bill out. He did and handed it to her. She proceeded to check the bill in the light, which I thought was normal until she took it to a back room, came back out and tossed it back at me saying, "We can't use this."

I paused, stunned for a moment, and then alerted my boyfriend as to what was going on. He tried to ask her what was wrong with it and she just stared at him for a moment. Then she told him, "It's no good." He told her that it couldn't be possible since his bank gave him that bill. She replied, "Well, you need to go back to that bank then."

There were other customers around and we were very embarrassed. She wasn't pleasant at all. We felt treated like criminals. We just took the bill back and drove to a reputable business (which was nothing short of an inconvenience) that clearly did not feel as though it were "no good", since they changed the bill out for us and gave us our change. We then returned to the store to complete what we set out to do.

Michelle returned to the checkout where we were standing and my boyfriend asked if it were still possible to complete our transaction and she looked at us with a smug grin on her face and replied, "Well is it another hundred dollar bill? " Even after we left and came back to complete what we set out to do, still embarrassed, she still treated us as though our money wasn't good enough. The other customers looked at us as though we were criminals as well.

We shop at Toys R Us for our children for every holiday and birthday of theirs. To be treated like this was a complete shock. I'm thankful our children weren't with us to witness this. I feel that compensation is a must in this situation and a reprimand for Michelle should be in order. She was very rude. I believe she should have handled it very differently. She did not have to do it where others were present. She told us it didn't pass 1 of 3 tests used to detect counterfeit bills. If it didn't, that's fine, but for her to assume we knew and were trying to get over was very disrespectful, not only to us but to the Toys R Us company as well because the employees that I've ever come across have always been friendly and go out of their way to help us.

We know it wasn't fake and we also know that people are entitled to bad days, but if that were the case, that had nothing to do with us. I will no longer be shopping there and will be telling my friends and family about this experience and urge them to take their business someplace else.

On Monday, I ordered a book bag for my son that I couldn't find in the store. I called on Wednesday because I was seeing no update on my order. The representative said, just because it has been 2 days, he would put a note on my order and there shouldn't have been any delays because the product is in stock! He said to look for a conformation email. Thursday, still no email. Early morning Friday, I got the email! School starts Thursday and I will hopefully get my package on Wednesday! My frustration is, Toys R Us is such a big franchise. Why can't they be reliable? I sent them an email and all I got was an email stating it will be shipped, but they don't give any accuracy. It's pathetic that you treat your customers in that fashion!

I went to Toys R us to purchase a kids gym set for my son about $550. I had the money in hand and I was willing to spend it. I got to the store and found the item. My wife had phoned a few hours before to verify that it was in stock, it was.

But I was told they were sold out? "That's okay," I said to the person in customer service. "Can I order and pay for it now?" The response was no and she turned around to carry on her conversation with a fellow employee about their personal lives.

Frustrated I called for the Manager. Although he was quite courteous compared to his employees he was no help whatsoever. He told me they can't order out of stock items and so on. I will never ever again set foot in a Toys R us store.

I purchased a DSI game for my granddaughter for Christmas. I live in TN, she lives in GA. She discovered the game I purchased was in Spanish. Her mother went the the nearest Toys r Us to exchange the game for an English version. She was told that she needed the original receipt. I was not offered a gift receipt, and don't typically include my only original receipt with the gift I purchase.

I attempted to call the store where she was trying to make the exchange, they didn't answer the telephone. I called a nearby store and was told by a rude sounding employee that they were busy and weren't answering the phone. I was told the exchange policy. I was also given a number to call and issue my complaint.

I spoke with a pleasant sounding, uncaring, unconcerned agent.

I was told there was no one other than her that I could talk to. She gave me her supervisor's name but told me he didn't take calls and if I had other concerns I would need to write to one Jeffery in NJ 07470.

I am still waiting to hear back from someone, maybe they will call but probably not. All I want is to exchange a Spanish game for an English game, I have the receipt but no satisfaction.

I was shopping with my 4-year-old grandson on a recent trip to New York in the giant store on Times Square. I have a slight disability so that I cannot stand for long periods of time. When I asked a sales associate where I could locate a seat, they told me that there were none as the company did not want anyone to sit. My grandson was taking a great deal of time picking out his toy and I was in greater and greater pain. What should have been a fun outing turned into a nightmare and all for the lack of a chair.

Below is an email I just sent to TracFone. It seems like my problem is not uncommon--sudden deactivation of a phone. The number is suddenly not working for no reason. I got my problem fixed after about 2 1//2 hours on the phone. Writing a complaint is very easy. Since one rep did seem to care and she did fix my problem, I thought that a nice letter to give her an atta girl would be beneficial. Anyway, here is a summary of my experience.

This is to commend one of your representatives for her help last night. As records in your system will show (if you care to look), I called four times last night after I discovered that my husband's new TracFone's number had been deactivated. As I explained numerous times, the number was his previous home number, which had been ported to TracFone years ago.

After he got a new TracFone for Christmas, I activated the new phone and transferred the number to the new phone. According to the phone itself and the account online, the phone number was transferred successfully. There was no indication that there was any problem and no emails had been received indicating any issues. Last night, I discovered that he could not get incoming calls. Instead, a recording said that the number was out of service. The phone still worked for outgoing calls though.

The first three people I spoke with, while very pleasant, were of no help at all. In fact, I believe that they may have actually lied to me. The first woman I talked to gave me a code to dial, which would reactivate the phone (since the phone still made outgoing calls, I am not quite sure what needed to be reactivated). I did this after the five-minute wait that she directed, but after doing so, I discovered that the phone number had been changed.

I called back and was transferred to a supervisor when the next young woman was unable to fix the situation. I doubt if it was really a supervisor (being a supervisor myself, I know that when a customer calls with a complaint and is transferred, the next person to get that call--supervisor or not--should know what the problem is. Having to explain the problem numerous times in one call is highly annoying to a customer).

After the young man told me that the previous carrier (Verizon, in this case) sometimes will take the number back (which I found unusual and unlikely), I called Verizon to inquire how to re-activate home phone service with the number in questions. Verizon's representative told me that was not possible as the carrier to whom the number had been ported (TracFone) currently owned the number.

So, I called TracFone again. In any event, when Maria answered and I explained again the problem, I finally felt that someone got it. She not only said that it was absolutely correct that TracFone owned the number, she also worked with the tech staff to do the necessary procedures to get the number reactivated. This took no less than one hour and several times of me being on hold for long periods (which did not bother me as I sensed that Maria was going to get this fixed).

Maria assured me that TracFone still owned the number--meaning, it was in your system somewhere and could be retrieved as it was not assigned to anyone else. She and the tech staff were successful, and after plugging in all the codes, the number was reassigned to the phone.

I hope that this expression of appreciation for this employee, Maria, garners her some reward (raise, bonus) or recognition (a copy of this email, a certificate for framing, or an announcement that she is Employee of the Month). Had Maria not resolved this issue, this letter would be one of complaint and would likely be posted on the Internet on some complaint site.

I may, in fact, still post it as I am concerned about the initial problem and what I was told by several of your representatives. But my main intent here is to let you know that Maria was a pleasure to work with and she did her job in an exemplary fashion. As I told her, I have been a TracFone customer for a number of years and other than a few minor issues that were easily resolved, have had no major problems with TracFone until this occurrence.

I do want to ask several questions about this whole problem:1.) Why did this happen in the first place? The phone number transferred successfully when I activated the new phone.2.) Why was I told that I had let the service lapse? I believe that Maria said the records showed this and one of the previous representatives also said the same thing. That is simply not true. The old phone had service available until February 15 and the new one showed service until April. The service never lapsed.3.) Why did the young man with whom I spoke say that Verizon took the number back? Again, not true at all. I have the impression that he said that so he could just get me off the phone and go on to the next caller.4.) And why in the world did your records show that the phone was stolen? Maria apparently read that off the records in your computer. The phone had not been stolen and I don't know why records would show otherwise. Again, I think that one of the previous representatives made that note as it was an easy way to resolve the issue in your system rather than take the time to fix the problem.

Thank goodness that one employee, Maria, took the time and persisted to get this fixed. Had I not been determined to get this resolved and committed to doing so without losing my patience, I would have been a very dissatisfied customer. But since it was happily fixed, I intend to remain a customer and will continue to recommend TracFone to my friends as I have in the past.

On 01/04/2011, I went to Toys "R" Us located at 8789 SW 117 AVE Miami FL 33183, phone number 305-273-9311. I tried to return some toys that my son got from my family for Christmas and the store manager did not give me an exchange or at least a store credit to get something else. These toys were from Toys "R" Us and were brand new in their boxes. They were never opened or used.

No matter how I pleaded with the manager, he did not do anything to help me and just told me about the new Toys "R" Us Return Policy. Before he could change the items for me, we must follow their new Return Policy; therefore, he couldn't do anything to help me. Again, these big companies with their careless policies are insensitive. They should care about their customers' welfare, more so on these days that the economy is down and yet the people are still making an effort to make their children happy with a toy using their food money. These companies change their policies against their own clients, who are the ones keeping them running as a business. I hope that they will do something about their policies and make a new one for their customers' well being.

On 03 Dec 10, my husband and I decided to shop early and buy our Christmas gifts ahead of time. We proceeded to buy our great-grandson a bike for Christmas from Toys"R"Us because they had a sale. Little did we know that if you buy from them, you are stuck with that product whether its defective, broken, useless or whatever the case may be. We were offered a bike that had been previously assembled without the extra cost so we thought what a good deal. They brought the bike from the back of the store and we took it home.

We set the bike in our carpeted living room so that it was protected but about a week or so later, I noticed that the front tire was flat so I called the store and told them about it. The manager told me to take it back and they would fix it. When we got there, she did not even look at the product. Instead, she said that it could not be fixed, returned, or exchanged. I got upset because I had followed the correct procedure and, in good faith, took the product back. I was very shocked to hear that it was not going to be possible for me to give my great-grandson his bike for Christmas without me purchasing another tire on a brand new product that has not been touched by us.

I proceeded to ask what their return policy was and the manager refused to listen. I must have said, "What the **" because I don't cuss. She told me to get out of the store before she called the police and get me thrown out of the store. I would have loved for the police to come but I had my grandson with me and did not want him to witness such horrible confrontations, so I walked out. Before she kicked me out, she gave me the 800 number for the store to talk to them.

They never called me back after filing the complaint because they have been very busy. But finally, I talked to escalations today and they explained to me that the reason why they could not return, refund or fix the bike was because I had purchased a seasonal item. It would have been nice to purchase an item with the clear understanding that "buy as is" but that was never stated. The receipt does not state it; it seems as if they make the rules as they see fit. The manager never told me that. The store never mentioned it when I paid for it. Now that I have read the complaints on this website, I know that nothing will be done and they can get away with whatever is beneficial to them.

My husband bought a doll that went potty. It was for our granddaughter, we have 2. The pink for one and blue for the other. The doll is anatomically correct, nowhere on the box does it inform us of that. My daughter did not appreciate having to explain why her doll was different than her cousin's.

On 11-8-2010, I went shopping for a Xbox 360. There were two models with Kinect. I asked the man in store how long the sale will be on and it was a Christmas present. Am I going to be okay in the time of purchase for a return after Christmas? Yes, I believe so. I worked for Microsoft. Let me check another man as long as I have receipt.

On Christmas, the Kinect did not work. We tried everything. On December 26th, I went to Toys R Us. They said my time expired. It was not within the 45 days. It is not on receipt but it did say that in the customer service dept. But din my defense, I purchased the $427.99 item in electronics dept and that sign was not there in that dept. I work with the public also but they don't all lie.

I am so upset. Talked to Microsoft. It is a limited edition and a sub-standard product. They keep sending us back to you. It is a brand new item. It was opened on Christmas, 12-25-2010. You can check with Microsoft when we tried to set it up. Why would I wait to start the process on 12-25-2010? Your staff was terrible. I can't even begin to write the I don't have it anymore. Don't know when I will get it. Your product is open. I can't help you. Well, yes it was open because I tried to used it and it wouldn't have been brought back if it worked. Why would I spend all that money and keep it until after Christmas if it wasn't a gift?

I purchased a play set from Toys R Us on December 8, 2010. I was told we would receive the play set in 10-14 days. I was called on December 20 and I was told they had the play set for me to pickup. When I arrived, after about an hour wait, I was told that they had only received one box and the product included two boxes. I was then told that a truck would be arriving on Wednesday and that my play set may be on that truck. I called Toys R Us and spoke with someone, who was super nice, and said that the computer said that my play set is in. I asked her if she could confirm it, considering my previous experience. She said she would call me back and I did not hear back from anyone. So I have tried to call Toys R Us back and I either get a busy signal or an automated message that has had me on hold for the entire time that I have been typing this complaint. My frustration is that it is 65 degrees outside and a perfect day to put my play set together, I have no idea if I will receive the play set by Christmas.

Toys R Us has taken this season to gouge every penny out of parents that they can, examples of this are the Tea Cup piggies outfits that retail for $6.99 that suddenly they are pricing at $9.99, Lego Harry Potter Hogwart's Castle (4842). They had sold this for $100 and it sold out and now it's priced at $149. In store lalaloopsy dolls have also jumped way beyond retail, to the point where they have one price and it scans for another because they can't keep up with the price increases. Another example is the Rapunzel tower which they are selling for $129, and retails at every other store for under $90.

I placed an order for video games on Saturday, Dec. 4th, for convenience, instead of traveling to the store. The order was immediately acknowledged and confirmed with the notation that the items were "located in stock," and standard shipping would indicate delivery between the 9th and 15th. (Fine). The 15th came and no package, so I called TRU Customer Service. I was advised they had some shipping problems, and my order would not be shipped until the 13th of January, 2011. Late last night, I received an email indicating all items were shipped! The new UPS Mail Innovations delivery date is Dec. 27th. Oh, great! It may not be actionable, but I can't imagine any reputable online retailer accepting orders that they cannot ship as promised. Too many competitors for me to use TRU again. Oh, and I got an email promoting today as free shipping day. No way!

At the Eugene Oregon store 8009, we bend over backward for everyone that walks through the door. We checked stock, rummage through carts of re-shop, ordered from other stores; anything we can do to help people out. There are company policies that upset and we have no say over, mainly price matching. We are working at a store we love to support our families and we put up with a lot of grief and hostility from people as we all do in retail and the service industries.

Be nice to cashier! We are there for you.

On December 1, 2010 I went to the Toys R Us in Bellingham, MA. I had seen on TV that they were having a big sale. I wanted to buy Just Dance with Rihanna for the WII. The sign clearly stated, "Save 50% when you purchase any one the following"- there was six different types of Just Dance WII games. I asked for the one I wanted to find out at checkout, it was ringing up full price.

I brought to the cashier's attention what the sale was. She says to me, "No, it is not", in a very sarcastic, smile-between-the-teeth way. I pointed to the sign and said, "Look, it says 'save 50% when you purchase any one of the following' ". She started laughing and said, "No, you have to buy two". There were a few customers waiting behind me that joined in her laughter. I repeated, "That is not what the sign says". Now she was laughing even more loudly and said, "Oh well, it is how it is. Just go with it", and one of the customers waiting said, "Yeah, just go with it". I was very upset, embarrassed, humiliated by this Toys R Us employee. I was so upset I grabbed my bag of Nintendo DS games I'd just bought. I got in my car grabbed my cell phone and called the store.

I asked to speak to the store manager. When I was transferred, a lady answered. As I was explaining, she started laughing and I heard her say to someone, "Oh my God, Hahahahaha! Look, the lady. She's calling to complain. Hahaha". Then she told me, "I was the one you spoke with at the store. Hahaha and I already told you to just go with it. Hahahaha". I asked her, "Please give me an explanation on why the sign says one thing and you say another completely different?". She answered. "Well, go call corporate". I did, they said they would escalate it to corporate and someone would contact me within three days.

Two weeks went by, I called and explained, she said someone would call me shortly and they did, just to say, "I'm sorry, I'm sorry. It won't happen again, anything else I can do for you?". I answered, "Well yes, I want the WII game for the original sale price, 50% off". She said, "Well, it's been too long I don't think we can do that". I answered, "It's been as long as it took you to call me back".

In which she replied, "Oh, we'll have that store manager give you a call to see if they still have the game available". Sure, leave it to the store manager that caused all this to begin with to solve this. Bad store, bad store manager, bad customer service, misleading information and false advertisement.

I went to the local store at **** on November 25 for their Black Friday sales. As stated in their Black Friday Ad, they had their transformers on sale for buy one get two free. I asked an associate where I could find them and she directed me to an end cap in the store. As I reached for them, I was able to get two of them while another lady grabbed the others. I then asked the sales associate if there were any other one as the ad stated buy one get two free. She took me to where they where down the isle. I asked three different times if these were the ones that were advertised and she assured me they were. S

o I proceeded to the check out and asked the cashier as well and she stated once the order was totaled, that it would discount them. So I assumed that she would have verified that they rang up correctly. At that time, I did not verify if they rang up correctly as I was headed to other sales. After shopping, I went over what I had purchased and noticed that they did not ring up correctly. I went into the store and spoke to the manager and he basically brushed me off and stated all he could do was to refund the items. If I brought them in and stated he could not give me the Black Friday price.

So on November 29,2010, I called 1-800-**** and spoke with them with regards to it. They took the information and stated that someone would give me a call back within 5-7 days. When the fifth day came around I called them, all they could tell me is to keep the merchandise and that someone would give me a call and apologized because it was a busy time for them. A representative from their corporate guest relations by the name of Tyler finally called me on 12/14 to discuss what had happened. All he could do is apologize and state I could take the toys back and all he could offer me is a $10 gift card. I then proceeded to ask for his manager and he stated that he did not have one. I had to get the corporate address out of him to mail a letter and he did not even know who his CEO was. I then called back to see if there was any one above Tyler and Myrna stated that there is but she could not give out that information that I needed to mail a letter.

I went to Toys R Us on December 13, 2010 to purchase three bikes for my three children. I found one that I liked and took one of the pick tickets to the customer price check scanner because the bikes were on sale but no sale prices on the bikes. When I scanned the ticket, which said $69.99 on it, the price checker said $9.99! I then proceeded to find an employee and ask him to verify the price. He also used the customer scanner as well as the scanner that employees carry and both displayed $9.99. He then told me that his scanner said it was in clearance because it was going to be discontinued.

When I brought the pick ticket to the register to pay, it came up $34.99. I informed the cashier that was wrong. He called a manager. I explained to her what the customer scanner had said and that it had been verified by an employee and she went and checked the customer scanner herself. She came back, acknowledged that it stated $9.99 but would not honor that price and had a really bad attitude with me as though I was trying to get something for nothing.

I just wanted the price that it stated fair and square. Very deceptive business practices and extremely rude managers! As a ,customer I feel as though they should have honored the price even if, like the excuse she gave me, it was a mistake. It wasn't my mistake. I am convinced that Toys R Us just doesn't care about their customers and doing what's fair. I for one will not be shopping there again! Not another penny will go to this company!

I had one-half hour before I had to be home as my daughter was dropping off my granddaughter. I went to the Toys "R" Us because they had the Mega Bloks on sale and I was going to get one for my granddaughter and bring in a couple for the toy drive at my office. I was waiting in a line for over 20 minutes when I realized that although there were only two customer lines, one to the right of the cashiers and one to left of them, three of the cashiers were taking all the customers from the line to the right while only one cashier was taking the customers from the line to the left. One woman on the line to the left was 9 months pregnant and not coping very well.

When I brought this to the cashier who was taking customers from the wrong line, she dismissed my comment with a mumble about my being difficult as did the customer who had only been waiting a few minutes. I realized that no one would be home when my granddaughter arrived, so I had to abandon waiting. When I saw the store manager on the way out, I told him what happened and asked why three cashiers were servicing one line of customers and only one cashier was servicing the other. He replied that it was Christmas and that I should expect to wait in line. I said that I had no problem with waiting in line, I had a problem with the unfairness of people being served in less time than others who had waited longer because you hired staff who could not divide mathematically, compute that two lines and four cashiers means two cashiers per line.

I will now take my business to the department stores, which has similar pricing, but better customer service. I was born and raised in New York City, so my standard from customer service is quite high. Your Yonge-Eglinton Store failed and this is not the first time, but I just overlooked the other "thoughtless" and unintelligent way that they do business. The staff needs to have more direction and be managed closely as they are mainly high school students or school dropouts who work there. There are rarely people on the floor to help customers, and when you speak to staff, they just ignore you.

I purchased an extended warranty for my Wii game system. The item was sent for repair. I received it back. It worked for 2 days and stopped working again. I called this in and was told that they would be sending another label for me to return it and I never got the label. I've been calling them now weekly for the last 4 months with no resolution. This caused mental anguish. My grandson would enjoy the pleasure he once had playing his game.

The store hours for Williston (7537) are displayed as 7 a.m. - 12 a.m. this week. I drove out to the store around 8 a.m., and it does not open until 9 a.m. I just thought that you should know.

I called the store to get some information about whether an item was in stock and I was hung up on. I tried calling back several times and no one answered the phone. This is such poor customer services. No matter how busy a store is someone should be answering the telephones during business hours.

I'm an employee at Toys "R" Us. They had us work Thanksgiving Day from 12 am 6 am, and then come back at 9 pm since the store opened at 10 pm. That's 9 hours of work on a holiday. They gave us our regular wages. We asked the managers during the shifts if we would be getting compensated with holiday pay, and they claimed they did not know. We just got our checks, no holiday pay. A terrible company to work for, I do not recommend.

Toys R Us had a one-day sale on December 1. It sent out circular advertising items that were not available the day of the sale. I was the first person on line when the store opened the day of the sale and the item, Crafting Mama DS game, was not available. The management told me that the store hadn't had the game in over a week. It is the same with the other two stores. This is false advertising.

My wife and I were at the Hawthorne store for the Black Friday sale, and picked up a slew of gifts for Christmas. During checkout, we noticed that a lot of the in-store advertised specials were not being applied, and there were many pricing disparities in general. Upon further inspection, we found 3 key themes:

3. There were more than 1 price for the same items in store - and the higher was charged at checkout.Since they can't price adjust or fix anything at the checkout lines, we had to stand in line at the returns for over an hour to rectify the pricing.They honored issues 2 & 3 since that was blatant "false advertising", but the interesting thing about issue #1 is that they managed to show us some small print that said that the promo didn't start till 11/28 (it was 11/26 then). I find it appalling that a Brand name store like this would do a "Bait and Switch" like this and advertise prices that weren't yet in effect - presumably to boost holiday sales and take advantage of unsuspecting customers.

Tonight, my father and I shopped at Toys R Us in Katy by Katy Mills Mall. Big mistake! The people there were rude and not knowledgeable! In my search for the perfect Christmas present for my husband, I found a great shirt that he would love sitting out in plain sight on the shelf. Excited, though it wasn't his size, I inquired whether there were any more. The sales associate for the electronics department (where the shirts were located) told me that was the very last one because it was a promo item for a video game that had recently been released.

Hearing the word promo, I asked whether it was for sale and he said, "Yes of course, it was." I then asked the price and when he scanned it, it came up as 1 cent. His fellow associate said he wished to buy it but I said with a smile that I definitely wanted it. The sales associate then said he had to check with the manager for the real price but said, with a smile, that this was definitely my shirt. Then he returned, said it was not for sale and he could not give it back to me.

The elation that had blossomed inside me instantly died. He knew it was a promotional item. He said it was for sale anyway. And then he took it from me and walked away. I went to speak to the manager, who was cold and rude and never even said sorry. He just said they would not sell it to me and walked away.

My father tried to talk to the man, who insisted that it was going to be shipped back to the manufacturer, but I've worked in a video game store and none of the promo items ever got sent back. I assume that shirt is now on the back of the other associate that had wanted it. I would love someone to check into it and see if it actually did go back to the original manufacturer.

I have worked in customer service and retail for 12 years and I have never seen a manager treat any customer the way I was treated. There was no kindness or apologies or anything but annoyance and flat out rudeness from this man. On top of this, my father tried to purchase other things and kept meeting with obstacles. Something rang up wrong, so instead of calling for someone who worked there to go verify the price, they made my dad walk all the way across the store to show them.

Then the refused to honor a promotional offer they had running if you purchased more than $75 worth of stuff because apparently one of the many things he was buying was on sale~ not clearance, but the price they had set it at was apparently a deal or something. My father, having been through one hurdle after the other with them left his $100 purchase and walked out. I will never shop at any Toys R Us again and I will make sure every friend and relative and person on the internet I can reach does the same.

I went in to purchase a huffy green machine which was advertised in the holiday sale in Sunday's paper. It is advertised as a one month sale. I got there 4 days into sale and none were left (no rain checks) which was fine but my complaint was that the woman helping me looked it up in store stock and told me, " Oh, we were only given one for this store for the sale and unfortunately it came missing parts so we can't sell it but you can buy the store model that's put together but you have to pay the assembly fee." I looked at the product and it was very worn and scratched on tires. I decided no on that and asked if they could get another one since the only one they got was unavailable. I was told by 3 store employees yes but I'd have to pay a shipping fee of $25 which would take all my savings away. I asked again and was told no. I will not shop there anymore. This was the 3rd product on the " sale " that was unavailable. Whatever happened to simple customer service.

I was very disappointed when I visited the Champaign, Il store on Saturday Oct. 16th. I had the ad circular in my hand and was searching the store for the Bratz 10th anniversary dolls. The ad highlights the 10 NEW Bratz dolls yet, the Champaign store only had the 10th anniversary dolls with the old names. I realize that the ad said selection may vary by store but to have none of the new dolls to choose from was very disappointing.

I spoke with a floor manager and her answer was, "we do not always get the stuff in the ads." Well, don't advertise it as available if you are not going to have it. I had been to the same store earlier in the week and was told that they were not in yet to check back later. I did only to given a run around answer.

I would have understood if they had told me, "I am sorry ma'am but we have sold out of those dolls currently but do expect more at a later date." Maybe a raincheck or at least a phone call when they arrive and then it is on me to get there in a timely manner. I am a manager of a retail shop and understand that today it is all about customer service and any help you can offer. I will not be doing my Christmas toy shopping for my 8 grandchildren with you this Holiday season. That may not matter to you but I will be sharing with my friends that Farm and Fleets Toyland does offer a great toys selection.

I bought two Vivicam 5022 cameras for my granddaughters. They were advertised as 5 megapixel cameras, regularly $59. We opened them and tried them out and the cameras both took blurry pictures with colors that were not accurate or bright. I was never told that the cameras could not be returned if opened. There was no sign saying this posted near the cameras. I offered to upgrade, but that was not allowed. They would not give credit on another product. A camera that does not take a clear picture is a waste of my money. There was no indication that this was a toy and not a real camera. I have wasted the cost of two cameras, $65.82, plus I purchased two cases, batteries and two memory cards.

I was watching the new Disney Princess and Me commercial. I realized princess Tiana was at the very end of the commercial so much as my daughter couldn't even show me the doll! Are you responsible or Disney? Why are all of the rest of the dolls shown in plain view and the African American doll and little girl are almost eliminated out of the commercial?

I started shopping at Toys R Us after having a baby in September in 2009. I have had the worst experience ever shopping there. The employees were rude along with the manager. I entered the store at 8:30 pm and the employees were closing down. The sign said the store was open until 9:00pm. The employees stated there was a storm coming and they wanted to beat the storm.

Finally, after about 10 minutes, they open the door and let me back in. By this time I was soaking wet along with the paper products that I had bought. Then the manager told me she could not make the $10 gift card that I was supposed to get for purchasing the qualifying items. When I got home that night, I noticed I had been over charged for 3 more items!

After that, my husband found a decent deal on a 4 foot pool at Toys R Us. When we went to purchase it, the store tried to over charge us. Luckily I brought the ad where the price was in. When the employee went to the back to get in, they brought it up front on a dolly and sat it there for us to carry outside but the box was so heavy it would have taken 5 men to carry it. When we finally got help, the employee told us he was going to get rope to tie the box down and never came back out.

I lost money due to ruined products from the rain. I had to go of to a store at 9 pm after getting kicked out of the store before closing hours. I felt very offended and upset by the actions of all of the employees at Toys R Us.

On July 8, 2010, I purchased a pram. Toys R Us advertised a free rain protector with every pram sold. They did not have any to give so they said they would call and let us know. I do not live close and only went to Highpoint just to purchase the pram. I asked if it could be sent out. My partner was called to say that it had come in. I called and spoke to Steve. He said he would send it. One week passed and nothing.

I called again, and Steve said they were not in. I called 6 days later and they were still not in. He put me through to assistant manager and I explained that I bought the pram a month ago and that I have still not got it. He could see that other stores had them and said he had a meeting and would pick one up. I said, "Can you just ask that store to send it out?". He said it was too expensive and would bring it back to his store.

I told him that Steve said he would send it and then he was rude and said that Steve should not have offered that service and that he might not be able to get the product after all as sometimes it shows them on the computer, but they don't really have it. Then he told me off for asking for this product and that I was going about this the wrong way. He would not listen. He said he would call back when he gets a chance.

Here is the access code for store 9531. I am most unhappy about the service I received today. For many years, I was a customer at Toys R Us. This time, I had to wait an entire hour for a simple exchange. I had purchased a Transformer and went back to exchange it because I had a duplicate and wanted a different Transformer from the one I'd previously purchased. I figured it would be a simple enough procedure.

There was a sale sign on the shelf advertising 50% off, but it didn't designate whether all the Transformers were on sale or just specific categories or whatever! I asked the manager of the store to clarify that. It took her at least 10 minutes to get back to me while I stood and waited. Furthermore, when I gave them my receipt, Desiree told me that I was getting a store credit for $1.01. By this time, I was so displeased, I said "No, I won't come into this store again. It still took another 20 minutes for this issue to be resolved. There were, I grant you, several people there. At least 6 or 7 people were there, and they were served first, while I waited for your ** manager to get back and correctly do the transaction rather than Desiree who alleged she was just filling in.

The person who returned from lunch (since Desiree reported she was just covering for the person at the exchange) stood around and chitchatted while I waited. Now I understand why people use the word "**"! I did insist that I get my money back. It wasn't the fact of the money. It was the fact that if that's the kind of service Toys R Us supports, I'll never buy another product from that store again! I bought two Transformers last night, and it was a simple "in-and-out" transaction handled efficiently. Today, on the other hand, your Saturday crew must have all come in "out to lunch". Never again will I return to that store! There was no physical damage or economic hardship, just a waste of my time due to your employees' inefficiency!

Again the clerk said, "I'm pretty sure I asked you cuz I always ask everyone for their rewards card and if they wanted to open a credit card." Again I politely said, "No, I'm sorry, but I specifically remember that you did not ask me." Again, she said, "you know I'm pretty sure I did ask you, would you like to talk to my manager?" At this point, I just thought, oh my gosh, she is literally calling me a liar and will not take responsibility that she forgot! I told her, "You know what, never mind, its not worth it." and walked out. My grandson asked me on the way out, "Grandma why did she do that, she was wrong and she kept denying it over and over. Thats not right." A 12 year old saw what she was doing and I tried to explain to my grandson that she probably didn't want it on her record that she had to give up a soda....what else could I say?

I know it is only a soda, and I am putting in this complaint because it is the principal of this situation. Why put up offers of free items because if the cashier forgets to ask you something, it comes down to their word against the customer. I wonder whose side the store will take?? I don't plan to go to any Toys R Us store again, because if they can "lie" about something so little as a possible free soda, how can I trust them in purchasing big items and if I have any problems with it? No thanks. No economic or physical damage, just disappoitment that my grandson had to see how people will lie and cover up over something so trivial. Especially cuz this was his favorite store!

I purchased a bike in a box for my son on 5/22/10. I went and paid for it and waited for about 30 minutes, then to be told that there is no more except the floor sample which was assembled and would cost me more if I am going to take it, at that time manager Ramon came just refund us back my money leaves it on the counter and left. This manager for this branch is not qualified to be a manager or to service the public, he has no heart was very rude and disgraceful, his behaviour is not to have a sale but to lose a sale, he did not assit me in any way what so ever, not even want to listen to me. I had wanted him to check the other store if the had it in stock or gave me a discount price for the floor sample bike.

This manager Ramon need to be fired from Toysrus, all the other Toysrus store's manager I went to in Queens and Brooklyn was very helpful. I will never buy any thing again from this Toysrus branch. I was embrassed infront of my son who I had to explained to that he is not going to get his bike here after waiting so long. What a worthless and heartless person he is.

I'd like to voice a concern about a Toys R Us policy. Earlier this evening, my husband proceeded to the store located at Yonge and Eglinton and as he entered with our dog, who is a member of our family, he was stopped by an employee/sales clerk who demanded that our dog be muzzled. He was aghast to hear such a bizarre request. I too was astounded by such an absurd and unnecessary demand. We have shopped at your store on many occasions in the past and now feel very hesitant about future business with you. My husband, who works for one of the largest banks in Canada and often shops at your stores for partners and employees who own children, felt insulted that a member of our family was discriminated against.

If I suspected my dog was at risk for attacking a child in your store, I would certainly not bring him there in the first place. What policies have you in place for children who are disruptive or aggressive? Do they also require muzzles? My dog works as a pet therapy dog in the hospital, working with children. As well, my dog is well-trained, loving and not in the least bit aggressive. I know my pet and I am appalled that such a ridiculous policy exists. You should rethink the way you treat and regard animals. I am a writer and might just consider bringing this matter to media attention. It's basically an offensive policy that discriminates against families whose members include dogs. I would like to see something done about this in the very near future.

While paying for my purchase, I noticed a sign that said" you are entitled to a $5 gift card if the cashier does not offer batteries or a credit card reward program with your purchase." I informed the cashier after the purchase that she did not offer me either and she called for the manager. When the manager arrived, she explained the situation, and the manager informed me that I was not entitled to a gift card because my purchase did not require batteries. I pointed out that she also did not offer me a reward application either. He proceeded to ask her and she lowly muttered no. At this time he acted as if he did not hear the answer and walked off.

I loudly called him back and stated that she said no. At this point, he boldly exclaimed that I do not have to shop there anymore. Words were exchanged between the both of us and I advised them that I will file a complaint. His answer was "file a complaint and see what happens". After that answer, I proceeded to walk out of store and he followed me and said "if I ever see you in this store again, it will be a problem." I immediately called the police and filed a report. The police came and took my statement and also took his!

I'm trying to make others aware that Toys R Us is not collector friendly anymore. I am a collector of Pokemon store signage for over 10 years now. I am disabled. Pokemon is one of the very few things in my life that i enjoy. There was a download event at this particular store 2 years ago. I called ahead, and spoke to a very nice lady on the phone. She said there should not be any problem with getting the signage on the last day of the download event (it was a poster of one of the many Pokemon characters that I like).

When I got there, I told them that I called in advance, that the lady on the phone said there is no problem about the signage. I came all the way from Boston to do this, download and signage. The girl at the desk that day paged the manager. He yelled at her saying 'we don't give this out, it's a corporate thing, and she may sell it on eBay', which I do not do. He was very rude about this. I had $50 on me to spend. Needless to say, I was very upset about this. I will never do business with Toys R Us again.

I've also told my friends and relatives as well. They never had this type of policy before. I found out about the CEO over there. I also worked at Target (which i also don't do business with, as a result of this wasteful policy). I will never hand my money over to people who destroy these signage. I just want others to know about these wasteful stores. They all have this policy. Toys R Us, Best Buy, Target, and Wal-Mart.

I'm really disappointed with Toys R Us managers and the top leadership in Carolina, Puerto Rico. The security in this area is becoming a real nightmare. Today, after church our family went to Toys R Us. After one hour, someone broke the window car. To our surprise, the manager and employees are aware that this problem happens on a daily basis, and the complains are creating a burden to employees and clients. A lot of complaints and grievances have been reported to the managers and state police.

One employee said that he can recognize the perpetrator because he pretends to be a store employee. This person was using a shirt the same color as employees and indeed he was recollecting the carts outside. At the same time, another couple next to us went to their car, just to realize that their window car was broken and their PC was stolen.

This Is unbelievable and unacceptable that the only statement from the store manager was that they are not able to hire a security guard because they have contracting issues with Marshalls that is located next to them. Meanwhile, the consumers are exposed to this safety issue.

Today, in the Sunday paper ad, 3/14/2010, indicated that you receive a Free Power Bundle with purchase of Pokemon SoulSilver or HeartGold. I went up to the register to purchase both games, I was then told that I could only receive one free bundle because it was one per family. I then told "Bambi" (apparently a worker and a manager there) that I would purchase only one game and my husband would purchase the second game so we could obtain two bundles which we were fully entitled to.

I argued that the Toys R Us' Sunday Paper ad clearly stated one per guest, not one per family and that we were entitled to the free bundle for each of the games. She refused to give it to us. My husband then spoke with another manager (possibly the store manager), who after talking agreed with us that "one per guest" meant we could each buy one and were entitled to get two separate free bundles. "Bambi" still continued arguing with my husband loudly in front of the children and other customers that she did not think we should get the free bundle. The male manager did give us the second free bundle, however, Bambi stated that she was following "Corporate's" orders by limiting the free items given. This is a clear violation of the consumers rights as stated in the ad and is extremely misleading to any guest who is looking to make a purchase.

My point is, more that I believe the salesperson, Bambi was not allowing customers to receive exactly what they were entitled to and she stated that throughout the day, she denied other people the free bundle. The bundle included HeartGold Silver Basics Kit, a T-Shirt and a $5 Toys R Us gift card. The ad clearly stated one per guest and clearly she was not following the ad. Toys R Us was not giving each guest who purchased each game what was due to them and is following an unethical practice as well as they are holding back on giving what the consumer is fully entitled to receive. This is an extremely misleading practice. Even though in the end, we were able to get what was due to us, they are continuing to mislead other consumers before and after us.

I have just received some of the worst customer service and am not surprised, except at myself for thinking it might be different this time. As usual, when I went into the store to buy some of the buy one get one free Fisher Price baby toys, I was told that the things I had selected were not included in the sale. They were pictured on the front page of the ad that was in the Sunday paper! Toys-R-Us has lived up to my very, very low expectations. I had confirmation of [their] non-customer service and rude sales staff. I will not be fooled again, Wal-Mart here I come.

I purchased the Imaginarium train table on Black Friday. I went to the store to get the advertised deal. I asked an associate which train set came free with the table and she pointed one out. When I check out I noticed that I was being charged for the train set. I was directed to customer service and I explained that it was supposed to be free and I was told very matter-of-factly that I was wrong. Come to find out the associate (seasonal help) gave me the wrong info and the free set was sold out. They did end up giving me a 10% discount on a train set that day.

My experience is about to go from bad to worse. I tried to assemble the train table Christmas Eve and noticed a part missing. I jumped online and e-mailed Imaginarium about the problem. I never got a response back. I then called Toys R Us the beginning of January and I was told that Toys R Us owns the brand and that's why I didn't get a response. I was told in 7-10 business days I would get a call back from someone who could resolve the problem.

A week later I get a part in the mail, wrong part. I called back to tell them they sent the wrong part and I got the same old 7-10 days response. I called back again after the 7-10 days to tell them I got no response. They put it into the computer and I should get a response in 7-10 days. Are you serious? My son didn't get his Christmas present and it's still sitting partially assembled in my home.

Today, 1/26/10, I was in Toys R Us and was going to buy the set of Zhu Zhu babies for my niece. I was there prior to 10 o'clock so I would be the first one in the store. The store opened, I went to the shelf and all 6 were there. There was no sign as to a limit and there was 6 to the set. One older white manager said he was just going to put that stuff on eBay. Then the black manager told me I couldn't buy all six. I said, "there was no sign as to a limit". So I put 4 back and then they announced that there was a limit of 2 per customer. I don't like being treated this way and I think if an item is for sale, you should be able to buy as much as you want of it or is TRU have a new policy? Yes, you can buy but we will limit what you can buy. I think Walmart is becoming my new favorite store.

On January 21st 2010, my wife drove two and a half hours to our nearest Toys R Us store to take advantage of a special advertisement on the Toys R Us website. The special was for buy two select PS3/Xbox 360 games and you will get a free $60 gift card. When she attempted to buy the selected games, she presented a print out of the sale from the website and the store refused to honor the ad. The store manager disputed the ad that my wife brought from the company's website and said after three hours of waiting around the store that there was simply nothing she or her district manager could do to help her.

I have contacted the corporate office at Toys R Us and reported the issue with them and they too validated the ad and could not understand why we were turned down by the store. Not only did the store refused to honor an ad that their website advertised to the general public, but they cost my wife five hours of travel time to get to the store and back and wasted three hours of her day waiting for nothing.

I was shocked to be a recipient of the worst, most unprofessional customer service from Toys R Us. After the treatment, I received from them, I refuse to purchase anything from Toys R Us again. In fact, I will be returning my most recent purchase. It begins with the Rewards R Us card. I made a purchase on 12/17/09 of $165.69 at the my local Toys R Us store. The employees asked me if I had a Rewards Card. I, at the time, thought that I did have one but was mistaken as it was the birthday registry which is not the same thing.

Right after the cashier rang up and charged my credit card for the purchase was when I realized that I didn't have the Rewards card. So, I asked them to sign me up for a Rewards card, I would return the purchase I just made and then re buy the items right then and there so that I could earn points on the purchase. The cashier and other employees said it would be much easier to register my points online or via 800 number retroactively, so I decided to do what they suggested was best.

However, I just found out today, 1/6/2010 while trying to register my purchases online to earn points, that there is a time limit and I would have had to have registered that purchase on or before 12/22/09. Now, in speaking with the 800 # and 4 representatives from the member services department, they "apologize for this" there is nothing they can do for me. I went on to tell them that in the last 2 weeks, we spent $600 at Toys R Us. It didn't matter to them. They weren't "able" to do anything for me. Supervisor Joyce said, there's nothing they can do. They "apologize for the incorrect information the store gave me or didn't give me but there's nothing they can do." So, I asked her for the first name of her supervisor. She wouldn't give me that. It's their policy. They don't have to give me a first name.

When I asked if that was Toys R Us policy, she said "it's the police around here." Whatever that means. I am appalled with the "customer service" of Toys R Us. Supervisors are unavailable. There's nothing they can do for the customer. I even told Joyce that I was going to return whatever purchases I could and buy items elsewhere and she still said nothing could be done. She finally told me that I could contact her supervisor the next morning, 8 am Central Time but still would not give me a name. Then she said to call in 1 hour and I could speak to her supervisor, name unknown.

She also said "Why do you want to speak to my supervisor if you're going to return the items anyway?" Wow! She also said, she was in Nebraska, but when I spoke to Francis, Supervisor, she said they are in Wayne NJ. Francis said they could give out first names of supervisors but Francis, herself, wouldn't give me the name of her own supervisor. I was not belligerent, I was asking straight questions for which they had no answer and frankly it's obvious they didn't care. When I told them that they were losing a good customer, and I would let others know of this fiasco, they just said they would note the account. There must be someone in that company who cares what is going on but I couldn't find anyone. I will not purchase anything from Toys R Us ever again. There are way too many other competitors to buy from. I hope I was helpful to you. I lost approximately $25 in Rewards. 3 hours time spent on the phone and writing this complaint.

My wife and I, following seven calls with different customer service representatives, several hours of explaining our situation (each time we called the previous conversation's notes couldn't be located; for example on 12-24-09, "there is no reference to the reference numbers you gave me" (customer service rep. Jenetta, employee ID#M9KQ)), some tears and a lot of hand-wringing, have finally decided to involve the Better Business Bureau and publicize the outrage perpetrated upon us.

On Sept. 27th '09 she and I visited a store here in NY and registered with a clerk at their Baby registry desk. Unbeknown to us at the time, the woman incorrectly entered our home delivery address. However, we have the original form she copied into the system and our address is correct - we accurately wrote down where we live and she copied it.

Our last call was on 12-26. We spoke with Derrick, Dana, and supervisor Davin, employee #75272. Davin agreed an employee of Babies R Us was at fault for incorrectly entering the address, but that Davin's department (shipping, ordering(?)) was unable to remedy the wrong. They had sent the goods to the address on file. What put the icing on this burnt cake was Davin, in wrapping up the call, making the off-the-cuff remark, "You know, if I had been you and had so much riding on my baby registry, I would have checked the web-site and made sure the address was entered correctly." Wow. That's analogous to telling a customer who brings a receipt to the grocer for potatoes that were overcharged at the register and telling them they are not due their money back on the incorrectly keyed item because the customer didn't check the receipt before they left the store. Absolute hogwash. Furthermore, we work in customer service and to utter this sort of condescending smug remark is something one simply does not do.

If we ever receive the twelve items that have been purchased by friends and relatives, at this point it will seem a miracle. For a company as ubiquitous as Toys R Us to be so unhelpful when the error is clearly on their end is baffling. We know they are wrong, they have admitted as much, but at every juncture their representatives have refused to step up and have passed the buck. Lost records, transferred calls and impotent service all contribute to our sadness at not getting things we cannot afford on our own. We are out twelve items that have been paid for by others, total cost approx. $500

I called trying to confirm if an order was ready for pick up at the San Antonio Texas Toys R Us. Order #G-2440-02582471-3 was purchased using their store shipping from inside the Huntington Beach Toys R Us Store on 12-18-09 at 9:19 pm. It was supposed to be available for pick up at store #7032 TOYS"R"US/KIDSRUS - SAN ANTONIO [7032]

When I tried to call and confirm if the order was ready for pick up I was told they don't have that service! I was shocked since I had already paid for it at our Toys R Us store here! This was the response we go to my e-mail from their online customer service. "Thank you for contacting the "R" Us Team regarding this matter. We apologize, but as we use the United States Postal Service, for tracking needs you may wish to contact them regarding this matter as they would have more specific details about this order. We apologize, but that may be the best course of action. Feel free to contact the San Antonio store you referenced as they may have that item already in the store. We appreciate the time you have taken to contact the "R" Us Team and apologize that we are unable to assist in this matter."

This was my response back to them... "He already picked the Item up at the San Antonio store today. The person that answered the phone at that store was very RUDE to me, and also the same person. very RUDE to my son when he arrived there to pick up the item. Even if shipping store to store is not your regular policy that doesn't mean that we should be treated with an attitude by the clerk at the store. It was the Assistant manager at our local store that suggested we pay here and have them pick up at their local Toys R' Us store there in San Antonio. She was actually quite helpful.

"It is very unfortunate that the San Antonio Toys R' Us treats their customers this way. Obviously, they do not value our business! We have many grandchildren we buy for regularly, but we do not plan to be shopping at Toys R' Us any longer if this is how we are going to be treated! We will forwarding this on to your corporate office! Regretfully, Mr. XXXX

I was waiting in line with its the holidays I expected to wait.At last I reached the top of the line and was excited only to be disappointed two young hispanic males announcing loudly if you have a credit card come over here pointing to different registers. I had at least 8 people went ahead of me. I was paying cash this was on the 11th december about 5:00PM.A long time ago I had another bad experience with a manager I never complained.This was a return in the origanal way I bought with out a receipt.I only came back to the store because I was afraid I went to walmart it would have been sold out.

I have been in search of a particular toy for a month now. I have contacted the store about every other day to see if the product has been stocked and or even on the "truck that makes deliveries every Wednesday and Saturday nights." No luck, the store employees just instruct me to keep calling and checking back with them for the item. I also signed up with the Toys R Us Website to be alerted when this item was available.

I received the alert Monday December 14, 2009 that the item was in stock at the Florence store. I then went to the store the same day and did not see the item on the selves. I asked an employee working in that area if they had any in stock because I received my alert notifying me of the item. I was told "we may have the item in but it would take me too long to go through all the boxes in the back." I informed him of the time I have spent in trips to the store and calls made in search of the item. The employee acted as if he did not care.

I asked the employee to at least check his inventory to see if any showed as being in stock. The employee checked and it showed "4 in stock which 4 comes in one box." At this point, I asked when they thought they would get to the box and if I could prepay for one or have someone hold one for me. I was told that I could not do so but that I could leave my name and number at the customer service desk and someone would call when they were going to be put the items onto the shelves. I did just that.

I have done everything the store has asked of me and with a great deal of patience. I called today, Wednesday December 16, 2009, and spoke with "Sam". They instructed me that they did not have the item once again without checking their inventory. I am not a satified customer due to the laziness of the employees to actually look for my item when clearly they know that it is in stock in the back room. In the retail business the customer comes first.

I left my wallet in one of the baskets inside the store. I went back to see if anyone had turned it in. I was told by a costumer that one of the employees was found and ask around if any one lost a wallet. When I talked with that employee he said yes he did and gave it to another costumer who calmed it as hers without looking at the ID inside or asking the lady her name he just gave it to her! This is wrong by law he should of looked at the Id and made sure who he was giving my wallet to. I had alot of money in there and other personal things. I was gonna use that money for christmas gifts and now I can't! Anybody know what I can do? Because the manager said there was nothing he could do and I find that not to be true!

I would like to complain about your store located in Lubbock, TX. My most recent experience with the Lbk store involving me traveling 42 mi from my house to the store and selecting an item. I got the white slip and took it to the front to pay for the item. Upon getting to the register they called to the back to have the item brought to the front. The guys in the back were to lazy to even look for the item and I was told that it was unavailable. I went home and checked online and the online check said it was available. I called the store and checked availability and was told that yes they did have it. I asked them to hold it until I could get back over tomorrow. I was told no. I told them that I would pay for it by credit card or however they wanted.

Per the manager Kim,she could not hold the item and she could not except payment over the phone. This is not my first experience with this store. I tried to buy a Lexington Swing set from them May of this year. Again the had the ticket up on the wall but they did not have the unit in stock and would not even try to see if they could order it in. This cost $2200. I left the store and called the Amarillo store and they had one and were glad to hold it for me. I offered to again pay them over the phone and they stated that it was not necessary If I could be there in 24 hours. This was a Thur PM and I told them that I could not be to Ama until Sat. AM. Their mgr stated that they would hold it no problem until I got there. I did go to Ama and purchased the Item from them. This store in LBK has the poorest mgt I have ever seen. I have built and manage one of the largest Wireless Internet WISP in the state of TX and if my customer service was half as poor as this store I would be out of Business. I will do my level best to inform everyone of this stores attitude toward customer service and encourage a boycott of your store this Xmas season. PS I found the Identical item on Amazon.com and saved $20.

Went in to store to buy christmas toyts for kids and handed a $20 off coupon to the cashier me not paying attention she did not use it, and kept it. I called that evening talked to Robert manager? and he said to come up tomorrow with my reciept and I did and he was not there so another manager took over and basically calle dme a liar say there is not even a recipet toys r us has that is $20 off of 200 dollars or more. I was embarrassed in front of other customers basicaly got called a scammer.

My husband and I were in the electronics sections looking for an ipod dock for my daughter for christmas and a razor bike when we was looking at the ipod dock I ask my husband to hold my purse because i was trying to grab an item to look at it an associate i believe her name was mary or myra older caucasion lady walk passed us and said "you cant have that bag in her you have to check it in"I tried to explain to her that it was my purse but she walk off mumbling something. I told my husband to give me my purse back because she might have just said something because he had and it was another customer standing next to be who said the same thing.

Once we picked out what we wanted we went to check out the same associate kept watching our ever move so we didnt even go in her line because we were starting to feel uncomforatble. while checking out we ask the girl that was checking us out what was the policy on checking in purses she said that she never heard of that so we were like ok.

Next my husband had ask her if she could locate someone in the bike section so she ask the lady myra or mary called she call someone and she told her to do it than she said whatis it they want and look at my huband and gave a smirk my husband walk off to the bike asle after she finally called someone while i paid for what we had pick out while my husband was asking a question about the bike another associate kept staring at him which made him feel even more uncomfortable cause of what just had happen so when didnt get to buy the bkie we wanted we were made to feel like we sterotyped as thieves because of this we will not be returning to that store after leaving the store I did call and ask for a supervisor and explain the situation she apologized and said she would speak to them but she didnt even ask for there name or area so believe this matter has not been taking care of.

Thankfully I came in when I did and got the same associated that did this or I would have been totally screwed. They should check ID before handing any cash over when the customer doesn't even give their full "name." I was allowed to take my item. The manager just shrugged the incident off.

On Thursday around 10:30 pm, 12-3-09, I contacted the Hamilton Place Toys R Us. I asked if they had any Zhu Zhu pets accessory items. I was told that they had none in stock but had a truck unloading and would have some items the next day and would open at 8am. I arrived around 7am and was 3rd in line outside the store. When I walked into the store I asked where the Zhu Zhu items were located and was told they had no items instock.

Almost immediately someone walked past me with the item I was seeking. Unfortunately, all the items were snatched up before I could reach the shelf. I asked to speak to a manager and was directed to the asst mgr. John. He was incredibly rude and said I should have gone straight to the item instead of stopping. I asked how I was supposed to know where the item was located? I was left with the general impression that they found it amusing that people were lining up for zhu zhu pet merchandize.

I was further infuriated to discover that the items had been instock the night before when I called as none had been on the truck. The clerk that I spoke to had obviously not been interested in actually checking to see if the items were in stock that night. I live only 5 min away and could have driven over immediately. An employee then said the items might have been hidden in the store. I asked if they could check their inventory and see if it showed any items in stock. They refused to even look.

I went to the customer service desk and asked for the name of the actual manager and told them that this was the worst customer service I had ever received. The asst manager then surfaced again and refused to give me the name of the manager or district manager and said if I was going to continue complaining I could leave or I would be escorted out. I never raised my voice or used any profanity. I only stated that I felt I had been lied to and that their service was deplorable. I left a message for whoever was the mgr to call me. I never received a call.

I called back and finally got the mgr. She asked what I wanted and said she had never received my message. I explained what happened and stated I would like an apology from the sst mgr who had treated me so rudely. She said it was not their policy. So for the record, it is ok to be rude to customers at Toys R Us. They could care less. I will never shop there again.

On 11/14/2009 me and my husband enter toy r us to put my son a newcastle swing set on layway and I assume they thought we were placing the swing on layaway for Christmas, but it was for his Birthday. After paying the swing set out only a week later, we were not able to pick up the swing. I spoke with a manager called Jenny and she stated it was their policy to take 10 days for the item to be shipped from the warehouse. I understood and then after waiting 2 weeks she called and stated they had the swing set in the store and to come pick it up.

We went to pick it up and stated a sales associate had just sold the swing set. I don't understand because I had already purchased the swing two weeks earlier the swing is paid for. I then call her after Thanksgiving on 12/05/2009 and she states to me that she don't know when the swing will be in this is unacceptable. I need something to be done about their layaway process.I still don't have a swing for my son's birthday and it is about to be Christmas.

After a long wait I was told that the scooters you had on the ad were no longer available. I was told to come back on "Black Friday" and they honor the sale. Came back on Friday to find out the scooters were available, however the sale would not be honor because the "Black Friday" sale did not honor it. I attempted to explain to the young lady and she said they could not do anything about it. The sale showed $79.00 and now they were $129.00

my wife was Christmas shopping. was told that if she filled out an application for a master card that she would receive a 10% discount on purchased items. since she spent $200.00 she thought this would be a good idea. The girl at the register inputed the information and had questions about an error that had come up. she was loudly communicating with another coworker about the error. The coworker was at another register.

They told my wife and the entire store that her credit was denied and she was not elgible for the discount. My wife embarrased decided to pay with another credit card and the transaction went through with no problem. exactly 11 days later a credit card from Chase Toys R Us logo shows up in the mail indicating that she was accepted.

we then called the corporate office of toys r us who refered us to mastercard who referred us back to toys r us, who referred us to toys r us corporate who denied any wrong doing and denied us the 10% discount. To me this is false advertising and fraud. It is a way to push people into getting something they really dont want and at the same time keep the 10% discount in thier pockets.

im not sure what they are trying to do and should not speculate. however this matter should be looked into by professionals. i have contacted the BBB but do not know what extent they will take this too.

My wife recieved two seperate mailings of checks from Chase Bank with the Toy's R Us Logo. The checks were promotional or no APR% checks and would post to the Chase Mastercard accounts. She tried to use them at Toy's R Us at the electronics department which has a seperate cash register and that went fine. She then tried to use a 2nds check for the rest of her purchases and was denied due to having used one the same evening.

The store manager stored the sale in their office and my wife went the following day to use the check again. It waqs denied once again. My wife was on the phone at the store with Certegy (the check clearing company) and the rep was very rude. She also called Chase and they said there wasn't a probleme on their end.

My wife went out on Black Friday and spent the check at a nother retailer with no problem and then went to Toys R Us and was denied again. We have called Toy's R Us directly and they have stated it isn't their problem and is with Chase & Certegy. I mentioned the contract to clear checks was between Toy's R Us and Certegy and the Checks had the Toy's R Us Logo on it.

I wanted to speak to a supervisor and they would not allow me to escalate the call. No Promotional APR and a lot of agravation in trying to reconcile with one another who each claim the "problem isn't theirs" and finger pointing.

11/20/09 Went to store to buy 1 Imaginarium 5 Way Giant Bead Maze and could not find on shelf. Went to Customer Service and girl found one in inventory. She sent a clerk to the warehouse to pick it up. Upon return the clerk said there are none available and our inventories are not always accurate. I then received a rain check.

Was told that they would be in for Black Friday. Went to store at 100AM. Once again was told one was in stock, but if its not on the shelf, they do not have any. Called again on 11/29/09 and 11/30/09 with the same results. Was also told that they didn't expect any until after Christmas. I then called the ClayNY store and spoke with Carolee. She said she had them in stock and would pull one for me. I then asked if she would honor the rain check from New Hartford and she asked me to wait a minute.

Upon return to the phone Carolee said that there was one waiting for me in New Hartford and to see Matt the store manager. I then went to the New Hartford store met with Matt and picked up the item. He stated at that time that the item was mismarked. My questions are, why was Carolee able to find the item in New Hartford and the people physically there could not? Why is it that Matt could find the item and his clerks could not?

End result, if it hadn't been for Carolee in Clay, NY (60 miles away) I would be in my car now going to her store to pick the item up. Many, many thanks to Carolee for helping my wife and I to give a toy to our great grandson that he really wanted for Christmas. A lot of time and effort was spent on an item that was available the first time I visited the store

Last nite while shopping in the store identified above. I was having a difficult time finding product. IE) Crazy Fort directed to the back of the store, where I found 3 employees discussing "WHATEVER" they advised me they were "sold out" no one moved to check a computer, OK! In my search for other product I find 12 not one or two I actually counted 12 Craxy forts.

I returned to the back of the store ten minutes later and much to my surprise 3 people (same people) discussing "WHATEVER", I let them know for future reference. Once again no one moved or felt my sarcasm...Moving on I needed a Baby alive + several other items no help - alot of pointing to aisles or areas. Maybe it is my inepxperience.

OH! Hold on it only gets better. I pull a ticket for a larger item, pay at the cash, now I have just spent over $450.00, and would of spent more if I hadn't had such a frustrating experience. I go down to customer service to pick up the Larger item - I have already paid for, and to my surprise they are "Out of Stock". Now, GO BACK TO CUSTOMER SERVICE and get your credit! Ask for a manager, wait 10 minutes, NO! I leave to go finish my shopping at Sears....

When I tried to use the cards to purchase online, I received an error message saying the gift card number and PIN number did not match (for each card). I tried several times and then clicked on the link to check the balance on the cards, fearing that the store had forgotten to activate them. On this site, the card number/PIN numbers were accepted and they indicated that both had balances of $25. So, I called customer service. After some run around, including being told that the cards were not valid online--I READ him the front of the card that states that the cards can be used at any "r" us store or online... he finally told me to try to use the last 4 digits of the card number AS the PIN instead of the PIN listed on the card.

Strange...but this worked. He could not explain WHY the PIN numbers would not work when trying to make a purchase. I hung up and continued with my order...after placing the order, I received an email confirmation. FOURTY-THREE SECONDS later I receive an email stating that there was a problem processing the payment of my order and that Toys R us had tried to contact me SEVERAL times but had been unable to reach me and therefore had cancelled my order!!! Now, My gift card balance was gone and I had no order. I then spent over an hour on the phone (was hung up on once) trying to find out WHY and trying to get my money back on the cards. I basically got no help...was told that I would have to wait 3-5 days for my cards to be credited back. It was the weekend and I was promised contact by the Customer Service management on Monday...I received no contact (phone or email) and finally on Wed, I called THEM.

I got my balanced restored. NO QUESTIONS ANSWERED AT ALL, no explanation for what happened, why the order was cancelled, why the PIN numbers were incorrect, Why NO ONE contacted me as promised... their puny offer to me for all of my trouble was free shipping (4.95) on the game I was ordering. If I did not already purchase the gift card, I would not even buy the game from them... will not ever shop at Toys R US again. I'm afraid they will soon go the way of Circuit City and Linens & Things...

I was emailed a coupon by Toys R Us which could only be used on Tuesday, Nov. 24th. It was for the purchase of an 8GB Ipod with $25.00 off. They did not have any and all the surrounding stores were also out of them. Why send the consumer a coupon for a one day purchase & not have the item.

I have sent 2 other complaints about the fact that for 2 days i went to the toys r us, when i went to purchase a Kota the tricertipos that was on sale for $79.99. I am still waiting for a response to the first email i sent. They didn't have any 25 minutes after the sale began and it was the first day and it was a 2 day sale. I don't understand how stores can have big sales and then never have the things that are on sale. I would really appreciate an answer to this problem, since i do alot of shopping there.

I brought in my gift card to use with a Nintendo DS bundle pack for Christmas for my daughter and a guy named Corey could not get the sale price to ring up. It took over 20 minutes and three different people including a guy named Joe/Joey, to help but I joked that since my daughter was home with the H1N1 virus, I'd already had a rough day. Then Corey couldn't get the coupon (10 gift card) to ring up and spent more time trying to do that. I got home, tended to my sick daughter in the evening and around 10pm was exhausted and ready to go to bed when I realized that I didn't recall paperwork for an extended warranty I'd purchased, so I went to get my receipt from the bag to see if printed at the end of it.

Upon opening the bag, I realized that Corey had not only neglected to put in the paperwork, he hadn't given us the two DS games I purchased. I immediately called and spoke to Joe (after first being told there was no Joe and finally it dawning on the girl oh, you mean Joey) and he remembered the chaos of my order and said I could bring my receipt in and get the games and paperwork. This meant that at 1020pm on a Saturday, my husband was forced to return to TRU because of Sunday blue laws. The time and energy wasted over this are unbelievable and the lack of proper training provided by TRU to employees is reprehensible.

Perhaps what annoyed me the most was that I was told If I was not happy about the situation with the paper, to return the items I just bought and not to come back to the store. Unacceptable behavior from the store personnel, plus TOYS R US should be carrying Chanukah paper along with all the other holiday paper. Today is Saturday Nov. 17, 2009 and this occured last night at approximately 7 PM. I do want to know how this is going to be handled.

I worked there and I was never told that my training would be via TEXT message and phone calls to my supervisor. From my private cell phone to hers. In the end I was accused of been incompetent, dependent and bothering my supervisor on her days off. The funny thing this happen to my bestfriend who also worked there, all the training was via TEXT MESSAGE! I lose my job because I quit, can't afford my cell phone text message and to be buying lunch to other emploee out of my own pocket because they can't hire enough people to take care of the high customer volume that comes shopping into the store and it's imposible to take a brake or a lunch unless I order food to be deliver to the store.So ridiculous never heard you train people via text, most be something new or cool I didn't know about ? I'm hispanic and also they gave me horrible hours where there is not other manager to release me so I can go on a brake. I worked there straight and NO BRAKE. Most of the short time I worked there. Not to mention when I complaint about been discriminated they gave me a nasty 30 review and they went into my locker like if I'm a nasty vulgar thieve and they tooked my drawings out of my tote bag that was inside my locker without my consent they went throw my stuff. I pulled thing out behing my back. How horrible they treat people like everybody is a thieve just because you are a hispanic person.

I stood on line early Sunday morning. I was the first person on line with my elderly neighbor who no longer drives. (Neighbor) was there to purchase Zhu-Zhu Pets for her grandchildren and I for my four-year-old twins. A woman complained that we were taking more than the allowed amount. She brought the store manager to us who asked if we were related. I responded, "No we are neighbors." The manager then went on to ask if we had traveled in the same car. My response, "Yes, she does not drive." The manager then demanded that my neighbor return her merchandise because we had traveled together, therefore she could not make her purchase. This is unacceptable customer service. I have been a long time customer of that particular store. I appreciate your consideration in this matter.

My elderly neighbor was extremely upset. I found myself shocked and outraged by the treatment I deserved. I abided by the rule of two items per customer. The manager was only interested in quieting the lady. This was accomplished by taking my neighbor's merchandise.

Toys R Us had an online advertisemt that stated if you purchased Guitar Hero 5 bundle or game a bonus of the guitar hero Van Halen would be mailed to you. The link had no expiration date, no information that it had expired. I was on the phien for over 2 hours, was disconnected 3 times and spoke to 7 differnt people. It is a violation in Truth in Advertising. I was told that the staff would honor it but now they reomved it from the website. I have a printed copy that states the promotion.

In the afternoon of August 5TH, we went to the Toys R US store located at 1000 Central Park Ave. in Yonkers, NY. My wife and I wanted to buy our son who at the time was 13 months old a little sand bucket. It had rained a lot before we got to the store and when we got into the store we went straight to the summer aisle where they had the little sand buckets.

My son being 13 months old and not able to walk by himself was holding my hand and we both ran into a big puddle of water right in the middle of the aisle where we both fell on the ground. My wife couldn't believe what had just happened and neither could I. everything happened so fast that I only realized we had fallen when we were actually on the ground. I fell on my knees and on one of my hands and with the other just tried to help my son who unfortunately hit his head very hard and got a pump on his head right away. He couldn't stop crying and screaming, poor thing was so scared.

My wife told me the noise it made was so loud and very scary. They have a customer service close to this aisle and the person who was there at the time came right away but didn't do anything besides giving us an ice pack to put on my baby's head. The person who was incharge of the store came and ask the lady what had happened and she just said "there is a lot of water their from the rain" and the person just got a sign stating wet floor and placed it over there. My wife and I couldn't think of anything at the time we were just concerned about our son and we wanted to make him calm down so we walked with him around the store talking to him, pointing to things, just trying to entertain him. For our surprise nobody came to ask if we were ok, and what had happened there.

We were so scared with the accident and with their careless attitude that we decided to just go home. But as we got to the parking lot I decided that we could not just leave like that felling like invisible people and that whatever that happened with us they didn't care. I went back in and complained to the person incharge who was the same one that had placed the sign where we had fallen. He ask me to fill in a report and ask me, nobody asked you to fill this report before; I almost laugh on his face because he and the other woman were the only one there where we fell, and of course nobody asked us to do this otherwise I wouldn't be doing this now. The next day in the afternoon I got a call but did not answer because I did not know the number and the person left me a message. When I checked my voicemail I learned that was a call from Toys R US, and she said I am calling about the accident that happened yesterday with you and your son and we are really concerned please call us back at this number... I call them back to learn that they close at 4:30.

I called them the next day which was friday but nobody answer the phone so after the second try I left a message saying, hi this is Saulo Peres, I am just calling because I got your message and I would like to talk to you and gave my cell number but Nobody called me back. Monday I received a letter from the same person I was trying to reach VICKI G saying "dear mrs P: I was very sorry to learn about the incident that you reported to one of our stores. On Behalf of TOYS R US, we would like to express our concern and hope you are feeling better. Due to our inability to reach you by phone, we are sending you this letter. Please call me at your earliest convenience. I can be reached toll free at (800) 524-0898" I call them right away and again nobody answer. I tried again the next day which was already tuesday and finally someone answer the phone and said she was going to transfer me to VICKI and I held on the phone for more than 7 minutes until i realized nobody was going to answer it, I tried again and I got someone else on the phone who also said she was going to transfer me and this time I got VICKI'S voicemail and I again left her a message; Hi VICKI this is Saulo P I've been trying to get in touch with you but it seems that it's kind of hard. I just want to talk to you about the incident that happened...please call me...

Today is Friday night and I still haven't heard from them and I don't think I will. I am really disapointed with them. They should be more professional and if they don't mean that they care about their customer they shouldn't say so. My finger is still swollen and fortunatelly I did not break it and my son is ok, but can you imagine if I needed any assistence from them? One more thing, hey VICKI if you read this message please call me back because I still want to talk to you, ok. For the many times I called you and left you a message you must have my phone number on file by now and just in case your wondering it still the same number so call me.

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The weather becomes nicer and we decided to buy the bicycles and scooters for our daughter and son. We went to Toys R Us @ Bay Parkway, Brooklyn, NY 11214. After deciding a model of bicycles, we noticed that there were a pile of boxes of scooters over one shelves. Since there was no sample for the scooter, we think it was fine to open a box which was not sealed and then let our kids try to ride on it.

Of course we were happy to see some other kids liked to try this scooter as well and then later couple of scooters sold while we were choosing the helmets for our kids. When we came back and picked a new box of scooter, (since that scooter still had some kid riding on it) a lady name Ellen shouted to us:"you can not open this box!" "Oh, we just want to take a look at it and we will buy it." "You CAN NOT, since you have already opened one!" "Ma'am, as you can see customers need something to try first, should we have this one? You HAVE already opened one.

And then another salesman Danny came and join her: ha, if everything can try what we should sell?! Sir, but at least your store should present one sample for the products; the customer either wont buy the product without sample or return the product after they blindly bought it. Now we decided to buy, if you dont like us to buy, we could say nothing. You just want to try everything that you are interested in, right?! Danny said.

I really did not know what he meant, but their attitude was unbelievably bad that my kids were frightened and my 7year old daughter begged us to leave mom, why they speaks like devil? My heart was hurt by her words and we left bicycles and helmets to the assistant manager and expressed our disappointment, but this asst. manager just apologized slightly, there was not any honest delivered Anyway, I dont like to write this bad experience though, I still hope my little voice can help the Toys R us to improve their services. .. I am sorry to say that I dont think that we will buy anything from Toys R us.

On Saturday March 28,, 2009. I also went to the Toys R Us in North Little Rock, AR. That is the same store that the person from Sherwood Ar. complained about.

The manager showed up and couldn't cared less that my grandson was upset and crying asking what he did wrong not to get his quadie!!!! I asked her to call the Little Rock store and check if they had one she said she was checking the computer to see if they had one as we were speaking. Then she turns to me and asked if she had a display, which she did. Where did she think I got the tag I used to buy it with? She then informs me that her computer shows she doesn't even have the display and it says the other store is out. She couldn't even be bothered to call and double check the other store, even if the computer showed she didn't have one and she did. She made no attempt to and try to order one in for me instead she said to keep checking back and maybe she would get some more in. That will never happen I will never go into Toys R Us again.

The website showed they had the same ATV in the warehouse and it would ship in 2-3 days. Also it was $50.00 less than the store price I was going to order it and then found they charge $70.00 to deliver it, which made it $20.00 higher than the store price plus tax. They don't even offer free shipping for in store pick up, in fact they don't even have a in store pickup.

Yes I agree there is a time limit but stores like Wal-Mart take stuff back and give a store credit because they now that most of us are human and lose the receipt or get items for presents. I can't understand the problem with an unopen item. Toys R Us could give the lowest sale price like Target.

That is why I do not buy extended warrenties they are a rip off by the store (they get a kick back on everone they sale). Most do not cover regular wear and tear (fair use). So any thing that goes wrong they say is fair wear and tear.

As far as a store closing because of returns, it had other problems beside returns. If you sold it for the same price you gave for the return you lost nothing but gained a return customer and got a good customer base (word of moth spreads just look where your reading). If you sold it for less than the price you returned then you lost money but got a return customer who spent more money in your store and told others what a good store you had and they shopped there. Instead of reading dozen of complaints here about how bad your store was and staying away.

I have been in retail since I was 17 I am now 57 and I have a degree in management. I am sorry but some of thes arguments for why Toys R Us is acting this way are not real. Any manager who has study business(not those so called managers that have been appointed to a management job without the education to go with it) will tell you you that is not how to win customers and stay in business! Just look how Toys R Us is in trouble.

For what they did to my grandson I can't wait for them to crash. Maybe then the manager will feel some pain like my grandson did!! Oh, yes I can tell her unlike my grandson what she did wrong!!!

NOT a huge deal, but I can't find a place to register complaints to Fisher-Price or Mattel. I purchased a Wonder Pets doll from Toys R Us. The box claimed it came with a free game download (a $19.99 value!) and when i tried to redeem this game, it turns out I can't run this on a Mac. I am somewhat used to this and know that Apple Inc., is fickle sometimes, HOWEVER, this should be printed on the box somewhere, anywhere. that is all.

Nothing major besides a 2-year old expecting a grand pay-off and being somewhat confused. I'd have purchased the doll anyway. Just write it on the package!

This is a follow up to a complaint filed 2-17-2009. HOT WHEELS MATTEL WAS HAPPY TO TAKE CARE OF THE SITUATION AND IMMEDIATELY OFFERED A RESOLVE TO THE PROBLEM AND TOYS R US IS GOING TO BE HEARING OF THIS via MATTEL. they were not pleased at all to hear that a company as big and kid friendly as this would be so consumer non friendly. They are going to take steps to try to replace the work ethics of which Toys R Us are sadly missing.

I purchased Elmo Live in November for my great grandson for Christmas. He was 2 and just loved it. A few weeks later, it wasn't talking anymore...just a few mumbles. For the price I paid...$69.99 and the $10 shipping cost...I am very upset with this product and cannot seem to get through to Toys R Us. Help.

Item does not talk or perform.

To whome this may concern. I bought about 300.00 of merchendise just before xmas. I had to return a camara cuz the battery lid would not stay closed. I spoke to Cristine Dept mgr. she told me they didnt have another one like it so i asked to pick out another. That was good so i came back with one that cost me 10.60 more but I asked cristine if she would open the new to see if it was ok because I lived in london ky. 80 miles away and she told me that no she couldnt open everything in the store just to satisfy me. and a young girl with dark hair hurd every word. then after the dept mgr told me that she just walked away, I hadnt even paid for it yet and i told the young girl checking me out i said i bet that mgr is just a bundle of joy to work for. she said after a long pause sometimes. now i have never in my life ever done this kind of thing before (report someone) but i was the only customer at that counter and that was very unprofessional and if thats what you have for managment i will shop somewhere else. and i drove 80 miles for this but you can bet that i WILL NOT do it again. thank you.

We purchased a MommyGotta Go Doll for our granddaughter only to find that speaks only Spanish. Why is an area were only 1.9% of the population is of Hispanic decent would you sell a Spanish ONLY speaking doll is beyound me. I have tried to contact the company at both the store and general customer service phone numbers, only to hear a busy signal.

A 7 year old child was brought to tears when she realized that the doll she had dreamed of receiving for Christmas did not speak English.

i had applied for the store credit card which promise 12 month interest free and used it to purchase a power wheel car in december 2007 for approximately $250 but i expected to recieved my bill in the mail with my card , i have not recieved neither card nor any bill and forgot about the charges.The only call i ever recieved from toy r us was in November 2008 when a collection agent call me to tell me i had defaulted on my payment and owe $620 and told me i could setle for $500 but it will remained on my credit report so under protest i paid the full amount and ask for a copy of the statement,which up to date i have not recieved. I personally believed this was planned by toys r us to take advantage of customers and before this event i have never defaulted on any payment before this occasion.

I have recieved a bad credit rating and all my card have been drastically reduce because of this event.

We purchased a gift for our nephew from Toys R Us online on the 20th. We paid the guaranteed 2 day shipping rate which was actually more than the item we were shipping. Christmas Eve night we receive an automated email stating that due to consumer demand they were alerted that there was insufficient inventory to fill your order. To be notified on Christmas Eve is an impossible situation and to claim insufficient inventory when it is advertised as instock on the website is false advertising. This is the age of computers and electronic inventory methods. We will not ever purchase anything from Toys R Us in the future.

I purchased my sons x-mas present on Nov 19, thinking I had plenty of time for it to come in. On Dec. 5 I received an email stateing that my purchase was sent back to the wharehouse.. It took them alomst a month to return me my money. Customer service was horrible I had 2 represntives hang up on me and got transfer over and over agian, I was finally able to reoer the item a month after my orginal purchase due to the fact it took them that long to returnmy money.

I called to check on it 2 days after my order and the women on the phone said that it was leaving the wharhouse that day. Them around 4 pm that day they sent me another email stating that my order was canelled. They offered me a 10% discount if I ordered it agian when it was in stock, but I could not use this discount in the store on the same item . needless to say they ruined my christmas for my son He has no present and I do not have money to replace his opresent until TOYSRUS deciedes to return my money

I WILL NEVER do business with this company again!!!

I was writing concerning a situation I encountered with dealing with your stores recently. On Dec 5 my grandson was burned in a fire and is currently in UW Madison Burn Unit, where they are trying to get him to move, to no avail. Today Dec 8 my grandson seen a Toys R Us ad about the Black & Decker Jr Power Tool Workshop when he informed his mother that if he had that he'd get up and play right away. With his mother in the hospital with him and us grandparents more than an hour away with inclement weather approacing we proceeded to contact your store #6033 with hopes that if we bought it they could deliver it for us. We were informed that they could not help.

We then contacted the Salvation Army about our situation and found a volunteer to deliver the toy if we paid for it, I then recontacted the store and was once again informed they could not take cerdit card orders over the phone. As this was a special need situation I found this disheartening. Your website is filled with what your company does for children and can only assume that as the publicity wouldnt cover this incidence you would not help. As grandparents with more than 25 Grandchildren you can bet you will not see any of our money nor any money from our friends. This policy really sucks and a little help would have been appreciated.

We purchase a Transformer bath and shampoo set, for our four year old son. Altough this product (made in China) marketing children, it was not a tearless brand. As a reminder.We adults can't be careful enough to trust that regulations standards and marketing businesses only concerns are our pockets and and not our responsible parents supervisional guidelines

As a resault (though we should've read the labels)the product irritated and burn his eyes.

I live in MN, and wanted to purchase a playhouse for my granddaughters for Christmas in Wheaton, Illinois. This was an advertised product and the sale price was for 2 days only. I also had a 20% off coupon. Since I live in MN, I called the Downers Grove, ILL store to see if I could purchase the item at their store, have my son-in-law pick it up and have her honor my 20% off coupon and offered to give her the number off the back. First she told me they don't do orders over the phone and second said even if they came to the store to purchase it, unless they had the coupon in hand, she couldn't give them the extra 20% off (I had no way of getting it to them by the time the sale ended). I could purchase it on line and pay over $100 in S&H. Overall customer service for this company is poor.

My wife & i are expecting and registered at Toys r us. She wanted a dresser there and and a family member in oklahoma wanted to give it to us here in Texas. the item was Temporairly NOT AVAILABLE ONLINE. So being reasonable people they bought a $325 gift card and sent it to us so we could go to a local store and get. We'll upon arriving at Toys R us the item was NOT avalable there. we were told it's only available online. WEBSITE DOESnt say any thin except Temporairly NOT AVAILABLE ONLINE

So i have $325 gift card... item the card was purchased for is not available i the store , online AND upon calling the totally useless cutomer service people, was told they could not tell be when it might be available. After a week (and about 5 hours on the phone with these [reps]) all i wanted to do was get the purchaser a refund on the gift card so we could purchase the the dresser elsewhere... seems simple? right? NO

gift cards are NOT REFUNDABLE even to the purchaser EVEN tho the item we wanted in NOT AVAILBLE anywhere? They tell me you can get other stuff in the store WE DONT WANT other stuff! We bought the dresser elsewhere and now are stuck with this gift card we dont want or need. I smell Bait-n-switch!

In July 2008, I bought two bags of children's play sand for my grandson's sand box from the Toys R Us Store in City of Industry, California. After opening the bags, my son noticed that they say the sand is treated with a chemical that may cause cancer. This distresses me. Why does a children's toy store sell sand that may cause cancer? Is the problem in inhaling it, eating it, touching it? This is as dangerous as lead paint on toys made in China.

I phoned the Toys R Us store wher I bought the sand; they could not answer my questions and suggested I send an eMail to Toysrus.com. The website directed me to conatact my local store (which I already had done) or send a written request for information to the corporate office. I did this on August 21, 2008. To date I have not received a response. I would also like to know how to dispose of this sand in a safe way.

My grandson had minimal exposure to this product. He has not played in it since. However, I have ot disposed of it because I'm not sure how to do so safely.

Toys R Us had an advertisement for baby formula. I went in to the Fayetteville, AR store and purchased what was on their shelves. There were no limits. I asked the cashier, Wendy, to check the system to see if there were any more in the back. She looked it up and there were none left in the inventory (based on the computer system).

I called the next day to see if there were any shipments. Wendy picked up the phone and insisted that the system said there were no more. I requested that someone physically check their back stock. Scott went to the back, found six more cans. They put the cans on hold for me.

I drove out there to pick up the formula, they were the wrong ones that he put on hold. The lady at the front desk called Scott through the walkie talkie and Scott clearly stated that they had no more of what I needed. I decided to walk to the back of the store and check for myself. Another associate kindly checked the back stock and found a case of the formula, in addition to some that were misplaced on the shelves.

I have 2 complaints: 1) If the computer system has so many errors, associates need to physically go to the back to check the stock. Do not rely on the computer system. There is an obvious problem with their inventory system. Complaint 2) Scott (MOD) demonstrated terrible customer service in that he couldn't come out of his office to get the correct product. Instead, he lazily said that there were no more. This is ridiculous. I never complain but this had to be addressed.

my sons WII stopped work so I called since we purchased the BPP and the cashier said if anything goes wrong just call this number and they wil replace it for you with no HASSLE. I called and they want me to ship it to them and then wait 3 to 6 months to see if they can fix it and then if they cant wait aonther 3 to 6 months for a replacement. My son has pruchased the 2000 point cards so he can download the old games and that is 6x 19.99 a nd the free inteenet that they offered. why should my son have to repurchase all of this stuff, they need to send a check or gift card in the amount of the game consloe and all of the point cards and whatever the cost to get the internet now to my home address.

This is for the birds and should be against the law to falsely sale things like that knowing it is a hASSLE to deal with if anything breaks. I still do not have a shippiing label as of todays date. als othe cashiers lie to get you to purchase these plans.

it has alot of damage myson has not been able to play any of his games that he purchased and all of his other games, he should not have to surffer doe to a company that does not stand behind the things they sale.

I called to get the ride on toy returned and replaced suggested by customer relations of toys r us. Manager gave me the number of the representative providing them with the product and wanted me to call him. The would not take the product back after the 45 day period. The extended warranty purchased does not kick in til the manufacturer waranty ends who says to see if I can fix the item myself and would not service the item.

I paid toys r us to assemble the product and now that the steering mechanism is broken I feel they should replace the product and deal with the manufacturer as far as the defectiveness of the ride on car. I have made calls to all three entities and all are passing the responsibility. I need someone to resolve this problem.

I have a child with autism and taking the time away from him to make all these calls and running around to attempt to get this item fixed is causing more stress on the family which is a much bigger picture our family life.

I tried to cash an outdated check from a major toy company. I personally went to my manager and asked for advise. He told me that the contact person was no longer with the company and that the company was being restructured. I still heard nothing so I returned to the site and was given a corporate number. I contacted the corporate number and spoke to several people including the Payroll Manager who goes by the name of "Tom" who then referred to many people that every time I try and contact they are "on vacation. It has been almost a year and I still haven't received my check. I've spent more time trying to get assistance than probably what the check amount is worth.

Is this legal for them to continually withhold my money that I rightfully earned? Spent gas enduring traffic, frustration, incompetence, telephone contacts that proved to be fruitless (even unto Mr. Dan C. Executive Vice President, Human Resources, Toys "R" Us, Inc. who never acknowledged my e-mail to him and numerous hours researches how to obtain my money for services that I earned in 11/2007.

bought a mx500 dirt rocket (electric kids bike for a birthday present in Sept 2007. The battery wouldnt charge and work by spring. I have been asked tom procure all sorts of numbers off the bike. Finally , They said a tech would cal me. That was a week ago and this is almost the end of summer. How rediculous! I paid for a protection plan and not getting protection, double ripped ofF! tracking number given by buyers protection plan is 19786813. unusable gift , frustrated youngster feeling this is how toys r us treats kids?

I was at the TRU at Franklin Mills Mall in Philadelphia, PA. I went looking for toys, I collect and buy at least a few hundred dollars worth a month, strictly for myself, I do not resell them. I discovered that there were a number of new Star Wars toys when I got there and picked up a few die casts, a few small galactic hero packs and a large Galactic Hero set, as well as a few unrelated toys.

When I got to the cashier, who was very nice, he tried to ring up the die casts and small galactic hero packs and said the computer would not let him sell them until a certain day and someone must have put them out by mistake. Fine, I said, everyone makes mistakes, though I was upset about it. Then he rang up the large set and said the same thing, this is a set that has been out for quite some time and I have seen elsewhere and the cashier agreed so I asked for a manager. The manager refused to sell me anything. When I asked for the customer service phone number, she refused to give it to me and tried to change the subject, when I asked a second time, she said maybe we can ring up a different set.

When she went to get the set, she retrieve the similar sets, including taking one from a child that started crying because he wanted it. This was ridiculous, Ive never seen a manager act this way toward customers. I did get the large set, but not the other items, as she still refused to sell them to me. I still did not get the customer service number from her. I emailed the company and received a message from them a couple days later.

I called back and spoke with a different customer service employee that had to read the email. After she got back and explained again, the reason why they couldnt sell me the toys. (Never asked them to sell me the toys again and I understood the first time.) She said all they could do is send a complaint to the department manager which would probably result in a meeting about customer service. She then said that if the manager involved was there it would be directed to her.

Since the manager followed policy there is nothing more they could do and they could not offer me any compensation for my hardship. No coupon, gift card or percentage off. So their policy I suppose by this experience is to upset customers, make children cry by stealing a toy from them and then when someone complains have a meeting and who care that we lose customers.

It was extremely upsetting to me, being treated like this and witnessing someone treating a child like this.

I ordered a gift on Wednesday July 16, 2008 and was told that it was in stock. I have been checking the status on line for the past week and is still just saying it is in stock. I called to cancel the order early on July 23 because I needed it for a baby shower and I called again this afternoon and was told they could not cancel it because it was to far long in the shipping phase. It still has not been shipped - and I was told that it was probably on a loading dock with thousands of other orders. I was told that it would ship in 2 business days. They are not honest with their customers and can't even make the attempt to find the order to cancel it.

Now I have to go out, buy another gift and pay to have the product shipped back to them. This is ridiculous. I have spent thousands and thousands of dollars at Toys R Us over the last 10 years. Never again will I utilize their On-line store. In fact, I am so frustrated that I don't even know if I will even shop at any of their stores. I wish I had seen some of the other posts on this blog before I ordered something I thought would have been shipped last week. Very disappointed in their policies.

Now I will be charged $213 on my charge and the item hasn't even left the warehouse then I will have to wait to receive the item, send it back and then they will give me a refund in 10 days and this will effect my credit card because then I have to pay interest on top of that and pay for shipping the item back. I have to go buy another baby gift.

My son picked out some Star Wars Galactic Heroes. They were all new characters and he was VERY excited. When we got to the register two of the packages wouldn't scan. The girl at the register walked away twice without even saying anything. Another guy came and tried to help.

Finally the manager ( or person in charge) came and looked and said Oh, these aren't for sale until the 24th. and walked away. She didn't even apologize. My son was crushed. Why would you put a product out if it isn't for sale. Obviously a mistake. To not apologize is just unacceptable. I will never go to that store again.

Little Tikes 18 x 48 InZip Pool was purchsed for $529.59 on 06/02/08. Pool was set-up on 06/14/08. Product was used once. On 06/21/08, we noticed that one of the vertical pool rods had bent in the middle. On 06/26/08, the pool sprung major leaks around two of the port hole windows.

I call Toys R Us and spoke with Customer Service Associate Ann Marie. She frequently put me on hold to speak with her manager. She stated that because we did not purchase the extended warranty we could not return a defective product to the store within 30 days and we would need to call the manufacturer. She stated that there were signs at each register that were recently posted on the 9th. She still could not return the product. I asked to speak to her manager.

Manager, Steve, was extremely rude. He stated that the policy was clear and that the policy was available at the returns desk before the 9th. I asked if we could exchange this pool for a different one and get a gift certificate for the difference. He said no. I advised that I was filing a complaint with the BBB, consumer affairs and the corporate office. He advised that everyone says that. I told him that this was why Toys R Us keeps closing stores like they did in Sioux City, IA because Walmart gives better customer service and he would be lucky to have a job in a year. He said, Whatever and hung up.

I called little tykes customer service they offered to exchange the pool after we provided supporting pictures and it could be shipped (apprx. 4-6 weeks). I told them we lived in SD and summer would be over in 4-6 weeks. Supervisor,Denny and asked for a refund and he referred me to their returns department and said he could only exchange the product with the above restrictions. He would not send the product overnight or make any effort to resolve the issue.

I called the returns department. I left a message and they called me back 6 hours later. This representative offered me a redemcheck (you have to use it to buy little tykes products). I asked her what I was possibly going to buy with $530.00 since Toys R Us was the only place that sold this Little Tykes pool and I wasn't going back there. She didn't know. Her supervisor, Tom was very polite but still unwilling to resolve my issue. He said to get a refund he would need to escalate the issue to his corporate office. I again offered to have product sent next day air (We are having a 4th of July party at my parent's where the pool is located so timing is very important). He could not do this. He said the returns deparment would contact me in 3-5 days. Bottom lines - neither company supports the products if they are defective.

On 6-23-2008 my wife and I went to toys r us to shop for a swing set and playhouse for our child. After shopping in the store and deciding which units we liked we checked the slips, which you take to the cashier to purchase the item, to make sure these items were in stock. There were several slips for each item. Some items had no slips, indicating sold out. For good measure we took our slip for each of the 2 items we intended to purchase and drove back to our home 19.5 miles away.

My wife made arrangements to borrow a truck and went back to the store to purchase the play set and playhouse. Upon presenting the cashier with the slips the cashier informed my wife that they did not have those items in stock nor did they order those items. When my wife arrived back home and informed me of what had happened I called the store to find out the name of the manager for filing a complaint. It took 18 minutes for someone to answer the phone and another 5 for the manager to pick up. Manager on duty, Jesse, informed me that the general manager is Michael Whitaker.

With gas at just over $4 a gallon we cannot afford to do business with such reckless companies. We made a trip to Asheville in a truck which cost us more than we would like to spend for nothing.

I have really bad experience with the store manager. A few month ago, I was kicked out of the store. the reason the store manger told me was its policy she told me that I had bought the same thing one month ago in another store. Though i didnt belive what she said, I didnt take any action.

Today, I went to the store to combine the Toysrus gift cards I got from some programs. The same store mangager severd me. I was afraid of any bad things would happen. So I showed her the gift purchase receipts. but even she verified what I gave her, she refused to help me combine the gift cards. This time, the reason is those giftcards I have are not purchased from their store. I argured and asked if i can use these cards in the store. I got refused again. I really got ****** off. How can after I showed her the gift card purchase receipt and she verifed that and these cards , she still insisted that I am not allowed to use the cards just because I didnt purchase from them. I really got ****** off by her.

I feel deeply insulted by her or the store policy if she told the truth. is it just because i am an Asian

The service location called after few weeks saying that they couldn't repair it and it should be fixed only by the manufacturer. They asked us to take the car back with out any resolution.

After a lot of phone calls and in store meetings with Toys r Us, they finally gave us another number (manufacturer), who is supposed to service the car. This company doesn't have a service center in Houston and has no partners who can fix the car. Now we are in a situation where no one has the capabilities to fix the car and no one is willing to give the refund. When ever we call Toys R Us or the manufacturer, their constant answer is to blame the other party and not help in resolve the issue.

We told Toys R Us that it is their responsibility to fix it as we bought the car & the extended warranty from them. They seem to think that it is not their responsibility to fix but only to sell the extended warranty. The customer service representative and her manager are rude and completely unwilling to help us. I learnt my lesson never to buy anything from them again. If you think Toys R Us service is better than Walmart or Target, think again... Atleast Walmart and Target are much cheaper! Over $300 with no resolution insight

We were double billed on our bank credit card and requested a n adjustment on the account. the clerk had problems with the adjustment but put it thru. Three days later the adjust still did not show up on out account and tied our account up as an overdraft. I contacted to customer service number who told me it would take about four (4) weeks to resolve!

I told them I wanted to speak to the supervisor who told me I would have to to give them information and hey would open a case file for us and someone would contact us within 72 hours. Mean while I can't access my bank account. This TERRIBLE SERVICE!!!! They can instantly bill my credit/debit card but can't do a refund! Come on, this should have already gone credited to my account. My next contact is the state attorney general. TOYS R US are done with my business!!

Overdraft Charges to my account

I went to Toys R Us to purchase a sand/water table for my daughter's first birthday. At the store, the area that had the outdoor toys had a tag near the listed item that it was out of stock. I proceeded to customer service to find out when they would be replenished. The customer service attendant started to look in the computer system, meanwhile, another employee asked what she was searching for, and told us both that the item was near the front of the store. I was pleased to find that they were in stock, but somewhat annoyed that I had to go through customer service to find it. I then lifted the very large item onto my cart. It was so large, that it didn't fit into the cart. I payed over $80 for this item and not one person working there thought to ask if I needed assistance through the checkout or to my car, seeing as though I had this large purchase, and a small toddler.

There were no economic or physical consequences following the circumstance, I just continually find the service at this establishment extremely poor, and this time I need to voice my opinion somewhere. Unfortunately, they have the best selection of toys, especially larger items. I will continue to do more and more shopping online, and through Craigslist so as not to have to even bother going to Toys R Us.

This is regarding the Bradenton Florida store. I was trying to find a Nintendo Wii and went searching from store to store for a Wii for my son when I went to this Toys R Us. I was told to come back the next morning, they would have them in stock--no guarantee I would get one but worth a shot. Next morning they sold out. But the Manager told me to come back the next day, December 5th, at 4pm.

I got to Bradenton by 2:30, a 30 minute drive worth the wait knowing my shopping time is limited--only to get there and learn they sold out at 1:30 pm. Strange, because I called at 1 pm and they again said to come at 4 pm. When I was walking out an employee said to me "Don't you know how it works? They sell them to family and friends." Just letting you know how disappointed I am in that kind of behavior.

I called the Toy'R'Us Store in Springfield, Va early Saturday evening to confirm that a toy I that I was told last Sunday would be available and the Manager said they would have them. When we got there at 4:30AM there was a line of people and a member of the store came out, counted and said there were only 40 that were shipped and there weren't any more. They gave no explanation as to when another shipment would be in or gave rain check numbers or how and where to go to maybe purchase a unit. This was very poor marketing tactics and the dissapointment on the children's faces who were behind me were very disturbing. We deserve to be treated with respect because after all we did the normal procedure and they count on our dollars to help the economy group! Where has respect, manners and what we were all taught from the hearts and souls of our mothers and fathers gone?

I visited ToysRUs 3 times in a 3-week period, and every time I went I was over charged for an item and received horrible customer service. The items I purchased were in their current ad, and some of the the other stuff clearly stated the price on the product. In one visit alone I purchased some games in the electronics department and some products in the regular check out, and I was over charged both times. This all happened Dec. 1, 2007.

I also visited the Temecula, CA store on black Friday, and all I got was a gift receipt so I have no idea what the prices of each item were that I purchased. The checkout clerks at these stores are the most unknowledgeable, rude people on the planet. I called the Toys R Us 800# to make a complaint, and after I waited on the phone forever, the representative who took my statement computer froze up, so I never got my resolution number. What a pain it is to shop at Toys R Us.

Stress Stress Stress, having to drive back in forth. I can't see how such a huge corporation runs like this.

I went 3 hours early to ToysRUs on Black Friday to get the MP3 player, of which there were 60 in the store. The line was huge, and the first person in line BOUGHT ALL MP3 PLAYERS, no else even got one! I would have been next in line. This stinks, and I will never shop at TOYS R US again, even if they are giving things away!

There was an OH-WELL ATTITUDE by the 19-year-old manager and his teen-age crew.

i purchased a bike on 12/18/2006 and paid to have it assembled. I was told by the store manager that because of high demands for assembles the bike will be ready on 12/20/06. ON 12/21/06 I called the store and was told that the bike was not ready, on 12/22 i went to the store and was told they couldnot find the bike. i was asked to return later that day because the person in charge of the bikes was not avail. I called before returning to the store and was promised my bike would be there and ready. On the 12/24 christmas eve. i waited 45 mins for someone to retrieve the bike.

When I finally got the bike the front tire was overinflated over the frame of the bike. the assembly guy took the bike to the stock room to fix it. another 30 minutes went by. finally the bike appeared to be ok.after getting home after one hour the front tire was flat attempts to reinflate the tire with a bike pump was not sucessful! MY son was not able to enjoy his xmas gift until 12/27. I broght the bike back 12/26 and was told that the assembly man was off for the day.

a very unhappy and sad 7yr old. while others children were enjoying their bikes my child was sitting on the sidewalk hoping and waiting to take turns on some other kids bike!

I went to Toys R Us last night (12/01/2006) to purchase a Wii system. Yes they had the system - 50 to be exact, BUT NO I could not purchase it.

They were hoarding the units until Sunday for their 10AM opening. I even called the corporate headquarters at 1-800-TOYSRUS. They confirmed that it was a corporate decision to NOT SELL the units they received until Sunday.

I AM FURIOUS!

The Toys R Us Big Book stated that you could preorder a Nintendo Wii on October 29th. We arrived at the store two hours before opening and were approached by the Store Manager. He said they distributed the tickets for the purchase at 4:00 a.m.

There are two things wrong with this. It contradicts the Big Book Offering during store hours. Secondly, it seems fishy as it creates a mechanism for store employees to alert friends and family for Ebay profits. The manager rudely told everyone in line that the other Toys R Us stores did not have them.

We went to a different Toys R Us, which handed them out at opening; however, we were not able to obtain one.

I ordered a yoda costume on September 20. They're site at the time said orders are filled if in stock in 2-3 days(this has since been removed from their site), standard shipping could take 7-10 days. Well it's now October 10. I found out by calling them the item is not in stock as their website says on Oct 2, but is on back order. I never received an email on this nor a phone call. When I called to cancel this order on both 10/2 and 10/10. I was told my request was submitted and someone will get back to you in 48 hours but there is no guarantee to be able to cancel- even though it's a Halloween Costume! To date I have not received one phone call or email from Toys R Us.

All I want is the order cancelled, as I went elsewhere. When I said to the customer service rep on 10/10 I was going to go to report this to consumer affairs and the NY & NJ State Attorney Generals on this matter since Toys R Us is violating their own policy! The rep stated review the policies and terms on our website, I don't care what you ******* do, you can't cancel an order. To which I hung up.

Needed to buy 3 packs of Huggies Crawler 90 Nappies. The only stock available was stacked in towers of 3 starting at the top of a 2 metre shelf. (I'm 5' tall). This was at 2pm on Sunday and the store was not very busy. Customer service paged someone twice in the 10 or so minutes I patiently waited. In the end I had to climb to the base of the shelf, shake it, and move the bottom box of three with my fingertips so the whole tower fell down and I could put them on my trolley and be on my way. (Baby and hubby waiting in the car.)

On the way out I asked for a complaint form. I was directed to wait for the manager. The manager explained that there were usually boxes on the floor but they'd sold out, and they didn't have time to get more down off the shelves. I said I don't have time to spend 20 minutes buying three boxes of nappies, that it's ridiculous that visibly available stock isn't accessible to the customer and I had to climb and shake the shelves after waiting a good 10 minutes for assistance. She basically just shrugged that there was nothing she could do. I left then, but I thought she could do her job and make sure the store is running smoothly!

No real damage except anger, stress and a strained neck and back from climing the shelves. I wanted to pull the whole lot down!

On July 14, 2006, I went to Toys R Us to get toys for raffles the following day for the city park sports league I help run and volunteer for. I have been with this league for 6 years, we have our own account, letterhead, logo, etc., but also have a partnership with the city. I wrote a check for the amount, presented my identification, our tax letter, & my business card which held my personal contact info as well as that of the park. They said they had to call it in. Since the bank was closed they would not accept it, and I had to use my own money (vacation money, to be exact) to pay for everything.

The irony here is this league (I, specifically) bought from KB Toys, Walgreens, Jewel, Best Buy, Victoria's Secret, Sam's Club (the league has a business membership), and many other major stores with no incident. This was my first time using Toys R Us. The employees, I noticed, were all Latina, and I wondered if I was being profiled since I am of African American descent, though my son shares their heritage and was with me that evening.

I had to wait 2 weeks for reimbursement (that's hard on a single mom), suffered some embarrassment at checkout, and felt unsure if I would ever use Toys R Us again.

I am so upset with Toys R Us service at this moment. I just purchased a Verona Swing Set on 4/2/06 @ 4:46pm in Augusta Ga. The next day my husband had put the swing set up it took him over 2 hours for our 2 year old granddaughter, my husband has cancer and this was really a job for him. After setting up the set he noticed that the steps were missing for the ladder. I then called Toys R us and spoke with the store manager Tashi and she informed me that I needed to bring the whole set back and I explained to her that my husband had just finished installing this set and how long it had taken him. She said this was the store policy. I then asked her if I could speak to her supervisor and she informed me in a very rude way that she was the manager and no ones was higher then her.

I then asked her if she was the owner of Toys R us and she said in a sharp tone NO. I asked for the Regional manager's name and she informed me again in a rude way and sharp tone that she could not give that information out. I told her that I work in that type of field part time and I know that she has to inform the customer of that info. She then told me that was personal information and she would be violating store policy. As of now I do not have that name or any way to contact them.

We then took the swing set down and placed in back in the orignal box so I could get another one or a refund all this time my grandbaby was crying in the background wanting to swing. I then went to this store still very upset by the way this manager had treated me I also loaded up all the other toys that I had purchased that day for a total of $176.06 cash money. I arrived at the store and their was 3 other ladies behind the service desk laughing and talking. I told them that I was there for a refund on this swing set and other toys that I had purchased yesterday. Tashi, manager was telling them that's the lady who called about the swing set missing the ladder steps and she refused to wait on me.

I then informed the other 2 ladies that I wanted my money back now and she told me that the packages had been opened and they could not take them back. I told her that they were going to give me all of my money back today and right now that I didn't need to be treated like this and my money can be used somewhere else and I didn't want a D__ thing that Toy R Us had and I would also inform all the people that I knew not to shop at that store anymore. This manager needs to be informed that she can not talk to people like they are trash.

To make you smile about this matter I proceeded to Wal Marts in Evans Ga and purchased the same swing set for $10.00 more and the other toys also. But I did get some great customer service from them and they were very happy to take my cash money and load my truck up with no question asked and I indeed gave the young man a tip. Now my grandbaby has a swing set to swing on. I deeply hope that manager is very happy with herself and how she can live with herself treating people like that.

My 14 year old son went into the store to look at some baseball cards for a minute while I waited in the car. After a few minutes, my son came out and said that a parent needed to be present in order for him to be in the store; so, I went in with him. He continued to look at the baseball cards while I was looking at items around the corner from him. I heard a woman (in her late 30's, early 40's) asking him if he brought a parent back with him and he said yes and said where I was. All the while he was polite and respectful to the woman but she was very negative to him, using an accusing tone of voice as if he did something wrong.

I came around the corner and said I was his mother and that things were OK (in a respectful tone of voice). She continued to speak to me in the same manner and negative tone of voice while stating that children are not allowed without parents and that was their policy. This all happened in less than a minute. I was appalled at the lack of courtesy and respect shown to customers! I told my son to put the item down and that we would purchase it elsewhere.

Because I was truly upset by the lack of respect and courtesy this worker showed, when I arrived home I called the store to speak to someone. The person who answered the phone was the same woman I had the confrontation with. I explained to her the reason why I was upset was because of her negative tone and rudeness when speaking. I mentioned that a little smile would have lightened the conversation and make her words appear less threatening. After letting her know what made me upset, she defended her position and never once apologized.

At the end of our conversation, I said that because of the rudeness I would not shop at any Toys R Us store again. It absolutely baffles me that a store would have someone in charge of customer service who shows such a lack of respect towards people. Customer service is critical to a business's survival. It doesn't matter how superior ones product may be when compared to anothers; if the quality of customer service is poor, who would want to purchase anything? Thank you for letting me air my grievance.

I was shopping in my local Toys R Us when my two year walked over to a GO Cart on a display box and the Go Cart rolled off the display box onto my two year son!! He cried and was scared, so I pulled the Go Cart off of him and put the Go Cart back on the display box and the stupid thing rolled off again and hit my five year old son!! I had to hold the Go Cart for at least 10 MINs on the display box until i got help!!! Other customers were dismayed! People saw what happened and were shocked! The manager and employees did nothing to accommodate or confort us. I am very disappointed with Toys R Us. That Go Cart is extremely heavy and very dangerous, it could have done permanent damage to my two year old! It could have broken an adults toe!

I purchased the You & Me Deluxe Travel Set #91803 (baby doll, back carrier, sleep carrier and miscellaneous items in travel bag) for $29.99 and the You & Me Baby Doll Outfits #65134 (2 outfits in 1 package) for $9.99. My complaint is that both of the hats AND the sleeves on the outfits do NOT fit the doll. This is extremely dissappointing as this item is a direct product of Toys r Us.

I entered the drawing at least expecting a chance to own these great figures & still want them before they get damaged any more. Every time I go into the store I get angry with them because they didn't award them as promised. If there is any way I could get this set before they are totally ruined I would love to save them from distruction and I would like the store to honor its promise to give them away. If true, this is illegal. Anyone conducting a lottery must give away the prizes offered, even if there is no entry fee. If Martin wants to make an issue of it, he could file in Small Claims Court to claim the prize he covets.