Complain about a product or service

Toys R Us - Customer Service

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

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

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.

Susan of The Villages, FL January 12, 2009

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.

Pat of Harleysville, PA January 2, 2009

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.

Obrien of Parkland, FL December 26, 2008

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.

Matt of Atlanta, GA December 25, 2008

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.

Chantel of Belle Chasse, LA December 18, 2008

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!!!

Terry of Branson, MO December 8, 2008

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.

David of Rockville, MD December 5, 2008

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.

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