Toys R Us

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1.2 out of 5, based on 27 ratings and
177 reviews & complaints.
Company Profile
Toys R Us
461 From Road
Paramus, NJ 07652
201-262-7800 (ph)
201-845-0973 (fax)
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Don't Buy Tabeo
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

My daughter was overjoyed to receive a Tabeo Tablet for Christmas. I was not as thrilled as I noticed right away there was a problem with the battery holding a charge. It would be charging all day and then she would only get maybe 45 minutes of playing time before it had to be plugged back in to charge. I wanted to return or exchange it right away but my daughter was reluctant because she didn't mind that it had to be constantly plugged in to charge. Then less than two weeks after having it the charging mechanism inside the Tabeo came loose and was moving around inside the tablet. We can no longer even plug it in to charge it because that mechanism is broken.

As if it's not bad enough that Toys R Us is selling what it knows is a defective product they are handing it like a non-issue. The store refused to do an exchange for us even though we had the receipt because it was past the 30 days allowed to do exchanges and because the gift giver had purchased a protection plan. I had to have the gift giver file a claim online to replace this defective product. We have to mail the defective Tabeo back and then wait a week to get a gift card in the mail so that we can go and purchase another defective product!

(Please note that you will never ever get your cash back from Toys R Us even if the defective product is their fault! They will only exchange for another bad product! Is this customer service really?). What about the poor people that didn't get the protection plan? They are out $150.00 for something that Toys R Us knew was defective? This is a HORRIBLE COMPANY!

So now when we get the gift card in and go back to buy another defective product because we have no other choice. We also have to buy another protection plan because the chances of this happening again are 100% because they have not fixed or even acknowledged this issue! What a SCAM!!! I will never buy from Toys R Us or any of their affiliates and I will tell everyone I know not to buy from them! Awful experience for myself, my daughter and the gift giver!

Order Online for in Store Pick---All Emails in Regards to Item Had a Different Total Amount
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

JOHNSON CITY, NEW YORK -- I purchased an item online for store pick up and was told and emailed that total was $24.06 (for Wii game and protection on disc). Second email from Toys R Us stating confirming purchase stated total $23.88. Email stating item ready for pick up stated total was $21.59. I waited much longer at store (after getting ready for pick up email) for item than if I had just gone to the store and purchased item off the shelf.

Noticed a sale on the same game that I had purchased online with in-store pickup so I decided to purchase the same game again as well as a few others due to the sale being buy 1 get a second game for $2. After making that purchase I went to customer service to return the online order. She had trouble getting the refund bar code on my printed email slip, mumbled about refunding my money via gift card, (which was NOT going to happen since I had the receipt!). She was able to process my refund and I left the store.

While I walked to my car, I noticed that the refund receipt was for only $19.16. I knew that this was the incorrect amount but since it was cold out and I had my two young children with me I planned on returning in a day or two for correction of my refund. When I got home I got to thinking that I paid quite a bit more via PayPal for the item, so I printed up all my emails in regards to this purchase and called the store. I spoke with some manager who told me to return to the store with my emails and he would look at it. So I loaded the kids back into car, drove back to store, had to tell story to customer service representative before she would get the manager.

The manager arrives. I showed him the emails with the 1st one stating total was $24.06. PayPal was charged $24.06, second email stated total was $23.88, 3rd email stated total was $21.59 and my refund receipt showing cashier only refunded me $19.16. He acted like I was trying to cheat the company by commenting after looking at all the emails that the $21.59 sounded more like the total. Which [snip] me off, seeing that I had the email from PayPal showing I was charged $24.06 for item. I then had to go back out to the car for my license and wait while he refunds my card $5.29.

No apologies for their massive screw up, no apologies for trying to cheat me out of my $5, no apologies or explanation as to why 3 different emails showed 3 different totals and no apologies for cashier giving me wrong refund amount. No apologies for the huge waste of my time and gas on this, let alone the long wait that I had to endure when waiting for the pick up of original item after receiving order is ready email.

I'm totally disgusted with the poor shoddy customer service at Toys R Us. No where else was I ever treated so poorly. Other stores, when I have had issues with something (which was simple issues with wrong items being sent to me etc and was not cheated on my refund due to me) they bent over backwards to make me happy with a sincere apologies and a small gift card for my troubles with promises that my issue would be passed on to higher authority. Not at Toys R Us! They do not care!

Not Happy With the Protection Plan!
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

WEST COVINA, CALIFORNIA -- I'm not very happy with the Buyer Protection Plan that was sold to my husband and myself when we purchased our Graco Ready2Grow stroller. I bought the stroller in Feb 2013 and after getting a 25% discount for trading in an old pack n' play the sale price was $149.99. Then I added the protection plan for $24.99. The cashier explained how the plan worked and we thought it was great to pay $24.99 instead of full price of the stroller ($199.99) if we ever had to replace it for whatever reason.

At the beginning of July I noticed that the basket bellow the stroller had a rip on the side and I figured I could easily sew it back up and put duck tape over it since I never really carry heavy stuff in there (although it would've counted as wear and tear). Around a week later I noticed there was a small tear on the front canopy, but it was so small that the sun didn't come through and it did not bother my daughter so I figured I would let it go and just report it if it became any bigger.

Yesterday July 21st I opened up my stroller since we were going to the park and when I opened the same front canopy I realized that some of the plastic was broken and now it is difficult for me to make it work. I decided to finally call it in today July 22nd. At first I received great customer service, but at the end of filing my claim I was told by the representative that I needed to go back to Babies R Us and purchase another stroller, then send them a copy of my original receipt and a copy of my new receipt and in 10-15 business days they would send me a check for the purchase amount.

Since I don't have anything else to turn into Babies R Us to get the 25% discount I have to pay the full price for the stroller which is $199.99. My husband informed me that we would not have the money to do that for about two weeks and he brought up a good point when he said that when the cashier explained the process to us she said we would get a card sent in the mail with the purchase amount so that we could go back into the store and replace the product (of course we would have to pay taxes again but that wasn't an issue).

I called back and explained to the representative how I would not have the money to go buy another stroller for a while, since I don't just have $200 lying around, and I asked if there was anything they could do like just send me the gift card for the amount since that is what we were told would happen if we needed to call in and make a claim for the product. The representative was then very rude and said if they didn't get two receipts, one from Feb 2013 and one from after July 22 2013 that there was nothing they could do.

After this happened I looked up other reviews that were somewhat related to my situation and I found one that was exactly like mine, but in a different state. A woman, who used part of her rent money to replace the stroller out of pocket as instructed to do so by the buyer protection plan rep, sent in her first and second receipt but since it would take approximately 2-3 weeks for her to receive her reimbursement she figured she could do without the stroller for a few weeks but not without her rent money for that long. She then went and returned the stroller and got her rent money back, but never received her check for the original purchase price in the mail.

I am now worried about going and spending money out of pocket to replace the stroller and not receiving my reimbursement. Not only would I be out $50 plus tax (which I would have to spend anyway when replacing the stroller for full price [even with the gift card with the replacement amount of $149.99]) but I would be out $149.99 for the stroller and the $24.99 for the protection plan (which should be covering at least $149.99 of the $199.99 that I will have to spend to replace it).

In total I would be out $224.98 instead of just $50. This would all be avoided and I would be much happier and much more satisfied if they would just sent me the gift card with the replacement amount of $149.99 like we were told would happen if we ever needed to call in and make a claim on the item.

Extremely bad customer service based on pure assumption
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BURLINGTON, CALIFORNIA -- To all consumers. As I work at a company that has strict policy and procedures, I would like to start off with the fact that I am fully aware of return policies and what items are not returnable. I had a difficult labor of 20 hours and upon arriving home from the hospital I wanted to do everything possible to breast feed, I began to nurse. The same day, I advised my husband that in the event that I would like to pump and store the milk, I would like to look into purchasing a breast pump and keep it handy for when I can use it.

So, he went to Baby's R Us and spoke to a really nice informative sales person who gave him enough information about the product. My husband also called me from the store in which I as well spoke with the saleswoman who explained the products features, she informed my husband not to open it unless we are surely going to use it, otherwise the item cannot be returned.

It was quite the investment at $500.00 but we made the purchase determined that I will use this product one day. My husband brought it home but I never decided to look at this item because I had a full description when I spoke to the lady on the phone, so there sat a $500.00 item completely untouched in the bag with the receipt.

Within the next 3 days I had excruciating pain from the recovery and was given high meds to cope, I was told I could not give my baby breast milk because of the meds in my body. I told my husband that day to return the breast pump to the store and we can always buy it another time. I did not expect the following events to take place.

As I was at home dealing with my pain and trying to care for my first newborn child, my husband calls me all upset, they were NOT accepting the breast pump back. I was furious! As my husband entered the store with their clear bag, an older lady at the counter automatically told my husband, "you cannot return that" already jumping to a conclusion that the item was opened, I fell sick to my stomach when he told me this. She had not even seen the box. Then my husband said “what are you talking about? Yes I can, the item is not opened.” She then proceeded to call her manager, yet another ignorant employee.

The manager looked at the box and accused my husband of tampering with the box. (Meanwhile I was on the phone hearing this) despite the pain I was going through I told my husband, “let me speak to her.” I explained how we never looked at the box when we purchased it, what was wrong? She said the seal looked as though it was tampered and the box edges were not flush.

This only got me more furious! It's not our problem that the box had a manufacturing defect! She accused us of something we did not do. I even mentioned my personal situation and who in their right mind could even afford to do something like that when they know that they cannot return it once opened, it sure as heck was not cheap!

Apparently all the breast pump boxes were dented in some manner. They also had the spider rope that presses the box inwards. I put through a complaint, again nothing was done. I called back, starting my story off that I was returning a breast pump, she too on the phone automatically assumed I opened it and started telling me the policy. Before she continued, I stopped her and mentioned I understood the policy, angry even more, I mentioned the item was not opened or even viewed for that matter!

That day my husband decided to go to another location to return it, and the funny thing was that the manager there looked at it carefully and said everything was fine, she gave our money back. Weirdly, we mentioned what happened at the other store location and she carefully looked at the seals and said it does not look touched because of the spider rope that is what was the cause of the dents and is not the customer's fault!

Going back to the bad Baby's R Us location, the customer service line served as no help. She mentioned a complaint will be put through and it will be brought to the store manager's attention, as far as I am concerned, nothing was ever done. Be careful when purchasing any big item with the spider rope or even just the regular sticker seals, the boxes even get damaged coming off the truck which is not the customers fault! I felt so degraded, insulted and hurt to be accused of something I did not do. Based on my rating below it is not all store locations, just the one in Burlington.

Worst online experience
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ONLINE, NEW JERSEY -- I placed on an order on your website on Tuesday, August 4th. After I placed the order I called to make sure that it would ship yesterday. The items are for my daughter's birthday this coming Sunday, September 9th. The associate on the phone assured me that the items would ship out yesterday or today. He provided me with the warehouse zip code. UPS Ground is a guaranteed 2 business days in transit from your warehouse to my home.

This morning when I had not received tracking I called your service line back. This time I was told that my order would arrive between the 9th and the 14th. They stated that there was no way to determine when it would arrive. What this means is that my order might not ship today. There was no way to cancel the order (even though it has not shipped yet) and refund my money. I am now unable to simply go to the store and purchase her presents in person. No one was able to assist me and I truly was tired of hearing the word unfortunately which the associate used at least 15 times.

So now my daughter's birthday is approaching and I might have to tell her that she will not receive any presents from her mother. I shop online all the time and this is the 1st time I have run into such a wall when dealing with customer service. It seems that Toys R Us does not know the meaning of going above and beyond for the customer.

If my daughter does not receive her presents on time for her birthday this weekend I will be sure to follow this letter with pictures of her tear stained face as well as post the pictures on your Facebook page with a nice thank you from us. I have been a loyal customer for the past 20 yrs. Every Christmas and Birthday I buy presents for my 5 children from Toys R Us. Well no more. The little guy might not count for much for the big corporation but you have just lost this little guy!

Buyer Protection Plan A Fraud
By -

CLINTON, MARYLAND -- We bought 2 iPod touch 4th gens from Toys R Us, we immediately were offered the buyer protection plan and told and shown on the brochure items under 300 dollars are replaced. 3 weeks after Christmas one of the iPods begins to experience problems, and now the truth comes out about the buyer protection plan. IT DOES NOT GET replaced, you get a shipping label and have to return it to the buyer protection people, when they receive it, they will take a week to process it, then they will send you a CHECK for the original purchase price... but wait... that price is minus an gift cards or money off you used and minus sales tax, state tax, fed tax or any other taxes you paid.

So since we had used a 10 dollar gift card we don't get that back or the taxes... so now the buyer protection people will take 3 to 5 weeks (I was told probably 5 or 6 weeks because they are so busy) and they will mail the check to you, now we would have been out the 10 dollars, out of the sales tax, have to drive to drop it off, have to take a check to the bank, and have to pay extra to replace the item, their advertising is totally misleading and it is not a replacement plan. Instead of that hassle we went to an apple store used the 1 year warranty they give you free, and walked out with a new iPod since it was a software failure and hardware defect.

THAT IS THE OTHER PART THEY WON'T TELL YOU AT Toys R Us they give you 1 use of the plan EVEN if it is a manufacturer defect once you use the plan it is over and you have to purchase a new plan, EVEN for a manufacturer's defect that has nothing to do with you. As for the defective item, they fix it and resell it and that is straight out of the mouths of the buyer protection people. You loose all the way around with a 25.00 Buyer Protection Plan.

Your Workers Have Complaints Too
By -

Everyday, I'm seeing more and more complaints about this company. For the return policy, it's hard to know who was wrong or right, it depends on what happened. But this one is about working at the company, and why I'm actually happy for a lot of you that don't want to shop at our stores anymore.

The first complaint I have about them.... Is what my job is. I work as maintenance, but I made the mistake of working for Babies R Us being a guy. Not only do I have my own work to get done, but our women workers like to take advantage of "call the maintenance guy to help". My job isn't just to do my list of work that can easily fill my 4 hour shift (4 hours is what they like to schedule people), but I also have to make up for someone else's inability to lift something. I'm not saying only guys can lift, I work with a couple girls who can do my job better than me. But they get scheduled as a cashier, which means I make up for someone who cannot get any of their work done.

And you can tell a complaint about the 4 hour shifts was coming... The company likes to schedule us for 4 hours, and this isn't a morning shift or anything, we come in at 6 and work till closing and we'll do this 4-5 days a week. Now when you're making 7.50/hr, that's $30/day. Now, if it costs you $10 in gas to get to work and home every day, there's an idea of how much we're actually making.

And to go with our minimum wage $100 / week pay. Why do you think paying us every 2 weeks is going to encourage anyone to actually do any work? Every 2 weeks I get a $200 check. I pay bills with it, the next day, I'm lucky to have enough money to buy gas to get to work. For the horrible money that you pay, we need to be paid weekly. Every day I listen to you "ad" about looking for workers...

You say you have a flexible schedule, but EVERYONE knows that you don't get a retail job if you need them to be flexible. Almost every one of us has our job because we could be there when the store opened, or be there until the store closes.

Exceptional benefits: We get a 10% discount that none of us can afford to use (see the 2 paragraphs about our pay). We're uninsured, or only covered for 911 calls. No actual schedule on raises (or reviews for the chance of a raise). We do get personal / sick / vacation time, but it adds up so slowly that after 1 year, we still don't have enough time to actually enjoy any vacation time. I'd love to see you people in corporate go to work every day with both a toothache and another injury and just have to deal with the pain because you give us NO medical coverage. It's sad, if I QUIT, I can be covered by the state, and also get some food stamps and actually get to eat dinner every night.

And my last complaint.... I have no idea how to do the job I was hired for, and I get scheduled for it a lot. How many times do I have to call other people for help until your managers realize I NEED TRAINING? I know its more hours you have to let the store schedule, but common sense would tell you that sales wouldn't drop the nights that I'm in that department if I actually knew what I was doing. AND... Getting a drink of water or going to the bathroom is NOT "stealing company time"

So for the shoppers. This is why the service is so bad a lot of times. To be honest, most of us just don't care about the job, especially the male workers. A landscape company that hires people to work painfully hard for less than minimum wage treats their workers better. The male workers have an unwritten line in their job description that says we have to make up for the slack of them scheduling someone that cannot lift 20 lbs in a department with 80 lb boxes that have to go up a ladder to the top shelf.

We're underpaid for anyone out of high school, we're lucky if we can eat, we have no insurance, we're lucky to be able to afford to take a bus to work, and you threaten our jobs for getting a drink of water during our 4 hours of lifting heavy things...

And for the shoppers, I'm going to apologize for all the workers for the torture you have to go through when you try to buy something (asking if you want the credit card, the protection plan, and now the other card). These geniuses give us a quota on credits. Like, I'll go in and be expected to not just have 5 people apply for credit, but all 5 of them have to have good enough credit to be accepted. Yes, YOUR credit score is the difference between me being a good worker and a bad worker to them.

The customers are constantly complaining about the store give us a reason to make them want to go back there to shop. Because right now, we're all looking for new jobs, and we're avoiding customers, because we really cannot afford to take the time to help anyone, because we have to go carry a crib out, help the girl in baby gear put 15 boxes onto the top shelf, the carry out an entire furniture set (some help getting that stuff off the shelves in the back room would be really nice, the boxes don't say "team lift" just to have some kind of decoration on them, and then we have to somehow get our work done.

But I forgot our female workers in maintenance can get the work done with no problem.... but you'll call me out of my department because once again, you didn't schedule the girl that can lift for that department, because she's the one that called me to customer service to do that carry out.

You need to stop all these complaints. Because when the shoppers aren't happy, they don't shop there, then you give me less hours, and I'm not happy, and I cause more shoppers to be unhappy. Take some responsibility management... I know it's a job, but try actually giving us something to let us care about our job, because right now to most of us, it's not a job, it's a waste of time, and if I had to pay rent... I'd be homeless, because of you...

Former Employee Requests
By -

While shopping at ANY establishment please keep these few things in mind. That person behind the register DID go to college. No, he/she is not an idiot because they are paid to smile and take your money. In fact, most cashiers you've ever encountered are uniquely talented and possess exceptional self-control and problem-solving skills.

Taking store credit doesn't really do the store any favors if the product was not purchased from them in the first place. The person who gave you that Wii Fit paid GameStop $200 dollars and you would like us to give you $200 dollars worth of store credit to OUR store? That's why we need receipts.

Whatever you do PLEASE do NOT make ANIMAL NOISES/GIBBERISH TO IMITATE THE CLERK when they ask you if you need batteries or anything else. I am emotionally scarred from keeping myself composed during the MULTIPLE times this happened.

The cashier MUST ask EVERY customer a certain set of questions EVERY SINGLE time. Their jobs are on the line. For them to independently decide who to ask or not is discrimination. What if you really DID want to save 10% that day if only you'd known you had the opportunity? Would you rather they just took one look at you and decided FOR YOU that you shouldn't get a chance for 10% off that day?

Believe it or not, working in retail is not easy, was never easy, and will never be easy. Survival in retail requires a lot of skill. That is why there is so much turnover. The majority of us do not just sit/stand around twiddling our thumbs. We run a BUSINESS. There is always something to do.

"IN THIS ECONOMY..." In this economy would you like to pay our mortgages? Those working IN the stores are ALSO customers themselves. We take off the name tag, go out into the world, and make purchases of our own. The companies are holding more sales to accommodate the public but managers can not give you additional discounts JUST BECAUSE. Those situations essentially take money out of my pocket and put it in yours. And IN THIS ECONOMY, why would I want to do such a thing?

If you need a personal shopper, please hire one. Need to know if we carry an item? Sure. Want to know if we currently have it in stock? Not a problem. Rattle off a laundry list of items and demand that they are gathered and brought up to customer service ready for purchase when you arrive so you "don't have to wait"? No. We can NOT return an item just because you didn't like it or got tired of it. That would be a RENTAL. We don't rent our merchandise. You bought it, it's your property whether you liked the experience or not.

If you bought something five months ago, DROPPED it, and that delicate little plastic clip broke off, do NOT accuse me of selling you "faulty" merchandise. You can't just come in and exchange old items that YOU broke for brand new ones because you expected them to last forever (that's why we offer extended warranties).

For the love of god stop tearing the boxes open. PLEASE. The boxes provide all the information you need. They have pictures, dimensions, descriptions, manufacturers, phone numbers, and more. If you're going to open the item anyway, use your keys to cut the seal, do NOT use brute force to rip the box down the side, spilling the contents all over floor and make it impossible to sell.

And if you DO decide to buy it, take the one you tore open! You know it has the pieces, you know it's fine because YOU were the one who mangled the package. Don't leave the shredded container on the shelf and pick up an untouched one. It is infuriating. It is selfish. When you get home you probably throw the box out anyway!

Note: Not all customer service associates are good people. Not all customers are cruel. With any and all sales transactions/experiences associates and customers alike PLEASE give each other the benefit of the doubt and remain kind, calm, and polite. No matter what side of the fence you're on humanity is clearly going down the tubes. There is virtually no such thing as honesty anymore.

Item Purchased
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I will never ever purchase anything from that scam artists company ever again! On February 21, I purchased the Graco Forever All in 1 Car Seat on Babies R Us website for $326.61. A few days later I viewed my bank statement and the money was returned to my account and was taken out again. On the 25th I got an email stating that my order was shipped. On Thursday I got a call from the FedEx driver that he was outside my house, I told him that no one is at home, so he then replied I will return tomorrow the same time with the package. I said "Ok I will have someone there to sign for it."

Friday the 26 the FedEx driver never came. I decided to track my package and realized that it was actually delivered on the 25, so I decided to call Toys R Us, spoke to a representative, and I was told that a claim will be made to investigate that situation and I should get an email within 24-48 hrs which I never did. I decided to call 72 hours later and the representative told me that FedEx stated that the item was delivered so I then replied "So where the hell is my product and why the hell should I waste my time to call If I received my item?" She stated that she will then send in a request for either a replacement or a refund so I will have to wait another 24-48 hours, heard nothing from them nor an email.

Long story short this thing escalated from the entire month of March. I then called back and spoke to a supervisor which then explained that my request was denied due to a glitch in their system and she is going to approve the request for my refund and I have to wait another 24-48 hrs and then 3-5 days depending on my bank.

Tuesday April 1st, I decided to call my bank and I was told that there is not pending refund in my account from Toys R Us so I called Toys R Us up again and another set of ** was said to me so I went ballistic and I also mentioned to them that I will have to get my lawyer involved. I requested to speak with a supervisor and she told me yet another story and I will have to give it another 24-48 hrs. I then said "Ok, but this is the last time that I am calling and I will definitely have my lawyer contact them including the news channels." I'm now waiting for April 3 to receive an email, indicating that my refund is approved.

Rude Manager and Associates
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HOUSTON, TEXAS -- I went to store # 7031 3/28/13. I asked the associate ringing up my item if the discount had been given – all he had to do was say yes instead – he was rude and inconvenienced me. Instead he said – “No, it's buy one get one 30% off." The sign clearly said all Scaris Dolls – 30% off – no BOGO at all. He sent the manager to check it out – as she was gone he continued to be rude to me so I left to make sure she knew what the issue was. I was surprised to find she didn't care. ** does not require associates to know promotions.

** not know promotions even though she is the manager of the store - she made that clear. ** does not require associates to ring people up in order. I had to wait while he rung up several people who came after me – because I knew the price of the item and the associate didn't. ** doesn't require the associates to be friendly or helpful and she's fine with them being extraordinarily rude.

I went through all that for no reason. It turns out the discount had automatically gone through – so the associate gave me wrong information twice – the associate remained very confident and cocky in being allowed to give wrong information – he never apologized or showed any remorse and ** supported his actions and his attitude in full. She does not feel as the manager that she needs to know promotional information either – this promotion began four days prior to this incident on one of the biggest sellers they have. The monster high dolls and she had no knowledge of it even though the sign had been in her store for four days.

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