Complain about a product or service

Toys R Us - Customer Service

Liz of Kentwood, MI January 29, 2010

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 notice 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 call 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?

John of Jacksonville, AR January 26, 2010

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 oclock so I would be first one in the store, Store opened, I went to shelf and all 6 were there, there was no sign as to a limit and there is 6 to the set. One older white manager, said he just going to put that stuff on Ebay, then the black manager told me I couldnt 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 dont like being treated this way adn 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 Wal MArt is becoming my new favorite store

Billy of Booker, TX January 22, 2010

On 1/21/2010 my wife drove 2 and a half hours to our nearest Toys R Us store to take advantage to a special advertized on the Toys R Us website. The special was for Buy 2 select PS3/Xbox 360 games and you will get a FREE 60 Gift Card. When she attempted to buy the select 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 companies website and said after 3 hours of waiting around the store that there was simply nothing her 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 refuse to honor an ad that their website advertized to the general public but they cost my wife 5 hours of travel time to get to the store and back and wasted 3 hours of her day waiting for nothing.

Kim of Frankfort, NY January 7, 2010

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 rebuy 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 1st name of her supervisor. She wouldn't give me that. It's their policy. They don't have to give me a 1st name.

When I asked if that was Toys r us policy, she said "it's the police around here." Whatever that means. I am appauled 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 1st 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.

Nathaniel of Brooklyn, NY December 27, 2009

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

Charles of HB, CA December 20, 2009

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

linda of miami, FL December 19, 2009

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.

Amanda of Effingham , SC December 16, 2009

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.

Rose of corups christi, TX December 16, 2009

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!

Denny of Crosbyton, TX December 15, 2009

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.

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