Complain about a product or service

Toys R Us - Customer Service

Grace of Mahwah, NJ November 20, 2009

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.

Jenny of Florence, NJ November 15, 2009

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.

Pamela of Farmington, CT October 16, 2009

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.

Saulo of Mount Vernon, NY August 15, 2009

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.

saima of brampton, ON July 7, 2009

i bought two bicycles(amount0f 251.98) n suppose to pick them up very next day at 5pm because the employee need time to assemble them.but instead of next day which was 3 july o9 the bikes were not ready even on 4 july 09.thats all made my time waste ,ruins the weekend of my children too.i return both bicycles at the store even without seeing them in assembled form.

saima of brampton, ON July 7, 2009

i bought two bicycles(amount0f 251.98) n suppose to pick them up very next day at 5pm because the employee need time to assemble them.but instead of next day which was 3 july o9 the bikes were not ready even on 4 july 09.thats all made my time waste ,ruins the weekend of my children too.i return both bicycles at the store even without seeing them in assembled form.

Ning of Brooklyn, NY May 31, 2009

I never have such a bad experience in this lovely country... 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 won’t buy the product without sample or return the product after they blindly bought it. Now we decided to buy, if you don’t 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 don’t 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 don’t think that we will buy anything from Toys R us.

Paul of Newton, NJ March 15, 2009

Paul of Newton NJ (03/15/09)
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!

Karen of Richland, WA February 19, 2009

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