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TOYS R US website sale ad FAIL!!
Posted by on
Rating: 1/51
WAYNE, NEW JERSEY -- This retailer had posted a sale on their website and sent subsequent emails to solicit sales. The Ad ran – 20% off your regular-priced toy purchase of $100 or more*. I then looked at the “details” of this ad to make sure that I was in compliance with the items I selected to purchase. I was even suspicious of this deal and decided to call the 800-869-7787 number to verify that I would get the sale prices for this transaction. When I got a hold of a man, and after numerous sessions of being on hold, he assured me that I would get the 20% taken off after I make the purchase. I was curious to see how they would “charge me back” the discount as the man stated they would. I clicked send order on the web order and waited for the discount but it did not come. I decided to call back and confirm that this was protocol. A woman answered and said that the discount is displayed in the shopping cart when you are placing the order IF IT IS A PRODUCT THAT QUALIFIES FOR THE DISCOUNT. I asked her, how do I differentiate if something is on sale or not? She said that I have to keep adding items to my cart to see if the discount is shown. The items in my cart did not match any of the items listed in the details of the sale announcement. Here are the details from the ad: *Excludes presell items, promotional items, sale items, clearance items, baby food, diapers, formula, wipes, Unbeatable Price items, 4Moms, Ameda, Aprica, Baby Jogger, Bugaboo, Bumbleride, Cybex, ERGObaby, LEGO, Mamas & Papas, Maxi-Cosi car seats, Motherhood Maternity, Motorola, Nap Nanny, Naturepedic, OXO, Pediped, Peg Prego, Phil & Teds, Quinny, Robeez, Tommee Tippee, Under Armour, electronic learning toys, netbooks, tablets, video game hardware, video games, Apple products, FAO products, Buyer Protection Plan, gift cards, photo studios, phone orders, Special Orders, assembly fee, breast-pump rental fee, delivery fee, and shipping & handling.
The original order was placed at 7:32pm on 8/13/2012. I called back a third time at 9:30pm the same night and spoke to Sam (the only person kind enough to share a name) and requested that the order be terminated. He was quick to tell me that he cannot cancel the order at his level, but he would have to send it to a supervisor. This is 2 hours after the original order was placed. He told me that there is a possibility that he will not be able to cancel the order and that he could send me a shipping label via email to ship the purchase back. He informed me that it will take two days to get the email to send the shipment back. I received a reference number from Sam ref# 9423522 hopefully to check on my order termination.
Toys R Us has created an impossible-to-win shell game with its online customers. Everyone that plays this game will lose while TRU gets positive sales. The level of difficulty to take advantage of this sale is so high that everyday people easily give in. These tactics are shameful and I will not allow TRU to take advantage of me.
Here is a copy of my order:
Item: 12219564
Description: Nerf N Strike Rayven CS-18 Blaster
Quantity: 1 @ $34.99
Shipping Method: Standard Shipping
Important: IN STOCK You can expect to receive your items between 8/20/12 and 8/22/12.

Item: 12426377
Description: Star Wars Class II Attack Vehicles - Sith Infiltrator
Quantity: 1 @ $32.99
Shipping Method: Standard Shipping
Important: IN STOCK You can expect to receive your items between 8/20/12 and 8/22/12.

Item: 3695463
Description: Just Like Home McDonald's Cash Register 10 Piece Playset
Quantity: 1 @ $24.99
Shipping Method: Standard Shipping
Important: IN STOCK You can expect to receive your items between 8/17/12 and 8/22/12.

Item: 12428310
Description: Star Wars Force Tech Electronic Lightsaber - Mace Windu
Quantity: 1 @ $22.99
Shipping Method: Standard Shipping
Important: IN STOCK You can expect to receive your items between 8/17/12 and 8/22/12.

Item: 12465537
Description: Star Wars Vintage Action Figure - Naboo Royal Guard
Quantity: 1 @ $9.99
Shipping Method: Standard Shipping
Important: IN STOCK You can expect to receive your items between 8/20/12 and 8/22/12.

Item: 12465541
Description: Star Wars Vintage Action Figure - Anakin Skywalker
Quantity: 1 @ $9.99
Shipping Method: Standard Shipping
Important: IN STOCK You can expect to receive your items between 8/20/12 and 8/22/12.

Item: 12465536
Description: Star Wars Vintage Action Figure - Darth Maul
Quantity: 1 @ $9.99
Shipping Method: Standard Shipping
Important: IN STOCK You can expect to receive your items between 8/15/12 and 8/20/12.

Order Total: $155.64

I desire to see Toy R Us company redesign their online sales website and make it easy for their customers to see which items are on sale and which are not by adding clearer language, icons and text. Target, Walmart and other honorable retailers have done it so I know it is possible.

If they would like to sell me the products above for $124.51, that would be a good faith effort to show that they take this accusation seriously and are willing to fix these problems.
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trmn8r on 08/14/2012:
The ad states that the discount will be refected *in your cart*.

The ad also states that there will be a "$20 off $100 puchase" icon on the "product information pages". To me, this means that when you are browsing each item, if it is eligible that icon will show. If an item isn't eligible, it will not show.

Based on this, I'm leaning against seeing proof of your accusation, as you refer to it.
trmn8r on 08/14/2012:
I just tried adding items to a cart.

The first thing I noticed is that some items had the $20 off icon on the page with the description, some did not. The next thing I noticed is that when you add any item to your cart, a window pops up that says "any applicable discounts will be applied in your cart".

Therefore, it seems clear that the discount should show before you submit an order.

As for cancelling orders, many websites can't cancel orders once placed. Their systems are streamlined to ship, and whether it is because they are drop shipped from different channels or whatever, it isn't a simple task. Most will have a comment in their FAQ as to what their cancellation policy is, and if orders may be cancelled.
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Terrible (or Typical) Customer Service
Posted by on
In May of 2008 I purchased a swing set for my son's birthday (In July) from as it was on special for $100.00 off.

Normally I would never purchase something so large online but they were out of stock at all my local stores. I immediately received an email telling me that they were out of inventory but that my item would ship as soon as they received more in stock.

In June I called to get a status on the item and to see if there was any movement and was told not to worry that there was stock of the item and I should be receiving mine shortly. I was told that they would contact the shipping department and get back to me ASAP.

I went on holidays without a concern that my swing set would be delivered. Boy was I wrong. I returned from holidays and it still hadn't been delivered, so I contacted them once again. As soon as I reached someone in customer service and told them my order number they told me that they would have to cancel my order.


"I don't understand, I ordered this item in MAY, it is now July and now you’re telling me that you have to cancel my order????”

I'm sure you can imagine my state of mind as this customer non service person told me, all while apologizing, that my order had to be cancelled. I asked if there was anything she could do and explained that it was for my son's birthday in July and that they've really left me hanging. She told me that I could go to the local store as they now had stock and I could purchase one there for $100.00 more than I paid on line. I was shocked, I told her that they had not had any stock at the store when I made my purchase and that the company had sent their inventory to the store rather than to their customers that had already paid for the item.

I asked if she could contact the store on my behalf and explain to them the situation and see if they would be willing to make good on the purchase. She told me that she couldn’t do anything so I asked for her supervisor. After being placed on hold for 20 minutes I was then hung up on (Just to add to the frustration). I called back and spoke to another useless customer non service person and asked to speak to a supervisor and had to explain my entire story all over again and this new person suggested that I shouldn’t be buying swing sets online (Nice!!) and then finally passed me through to a supervisor.
I assumed that talking to a supervisor would help, I assumed that might care for one second about a customer (with 2 very small children / customers) that was done wrong by THEIR online site but of course they didn’t. The supervisor told me that even though they have the item in inventory at the store level and even though it was entirely their fault that there was nothing, absolutely nothing she could do to help me. So I asked her what my next step would be and she told me to write a letter.

On one hand I know it is not the fault of a specific ToysRUs employee, but one the other if this is happening as much as it is happening then shouldn't they be taking it further up the chain to tell their bosses how unhappy consumers are with their service? What is my incentive to purchase from their store again? I would honestly rather spend more money at another retailer that is willing to go the extra mile or to at least act like my problems are a concern for them then have to deal with the arrogance of a company like ToysRUs.
Never purchase from Go to a store, get the product in hand, make sure it hasn’t been open before. Even better buy from WalMart, Costco, Sam’s Club as they all have excellent return policies. Good Luck.

An Ex-ToysRUS Customer
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bargod on 07/04/2008:
Good for you and your choice to take your business somewhere else.

"If we don't take care of the customer,someone else will"

Sam Walton, founder Wal-Mart.
DigitalCommando on 07/04/2008:
Can't your 30 year old son buy his own swingset?
Riverhawk on 07/09/2008:
GO to wal mart who cares not TRU see how their svc turns out to be- Laughing out loud. Could it possibly be the manufacture was either behind and the contract between them and TRU had expired so no more swing sets or could it have been the manfacturer decided to quit making this pasrticular swing set which in that case TRU couldn't purchase any more of them. Also IF you buy a Chevy you can't take it to a Pontiac dealer expecting satisfaction of any complaint such is the case with TRU/BRU and the online site they are all separate entities with each their own policies and management teams. Get real here and quit the damn whinning that retail stores should kiss your a$$.
DigitalCommando on 07/09/2008:
Riverbuzzard, I love how you abbreviate TRU and spell out laughing out loud (lol) DYKWIM?
Anonymous on 07/09/2008:
DC, Riverbuzzard? OMG WTH LMAO...
Krickey on 07/14/2008:
So they admitted they made an error, apologized and yet you wanted them to do more because you have kids? Tons of people have kids, what makes yours so special?

If you would have printed out your order transaction online, went down to your local TRU store and explained it to the manager, you MIGHT have gotten a discount. Depends on the manager, store and how rude you are about the situation.

You're just like this lady who came in, didn't activate her BPP plan, and wanted us to replace her broken camera after around 4 months. Not our fault, we can't do anything, sorry and have a nice day.
Riverhawk on 08/01/2008:
Digital- most people know what TRU means not all know LOL or LMAO, besides if I wanted a lip off you I'd peel it off my zipper.
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Toys'R'Us's Hypocritical Censorship on Facebook
Posted by on
WAYNE, NEW JERSEY -- The Toys'R'Us Facebook page is being flooded with posts from frustrated customers complaining of false advertising, canceled orders while payment was still being held and "merchandise credit" being offered when a REFUND was requested. But to save face, Toys'R'Us has methodically been deleting several negative posts and comments, and when confronted on it, they give this auto-response:

"We value all comments good and bad, so please let us know if there is something we can help you with. Additionally, posts that include key words or phrases that may be considered offensive to the family friendly fans of our page, outbound links and posts that include personal information are automatically deleted by our filter."

However, I have personally taken several screenshots of comments before they were deleted to show proof that they did not contain any of the supposedly prohibited content. Unbelievably, comments that actually DO contain offensive words (such as "nigga") that have NOT been deleted, but completely left ALONE. That's when I decided to create my own Facebook Page, "Boycott Toys'R'Us," a place where people can give their testimonies without having their stories being deleted and "swept under the rug." Because of the amount of traffic the site has received from angry customers, Toys'R'Us has now BLOCKED us and several of our members from posting on their page, and is now attempting to report our page as "abusive" or "spammy." We have broken no rules or guidelines; our comments on Toys'R'Us's Facebook page were in response to upset customer's posts encouraging them to share their stories on our page, and even offering congratulatory comments in responses to posts detailing exceptional customer service by Toys'R'Us staff! It is not only offensive to us that we are being blocked for not breaking any rules, but are being denied our right to Freedom of Speech. Facebook is a social media site designed for people to communicate with each other, and businesses should not have the right to "hide" information that they deem "bad for business," especially when that information is perfectly legal.
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Toys R Us Magic Blue 160 GB Asus Disney Netpal Issue
Posted by on
Hello. I have to tell you that dealing with Toys R Us has really made me very disappointed. I picked up a computer (Disney Asus Netpal, Magic Blue, 160 gb) for our son's 7th birthday. I got it 10-25 since it was on sale and was able to do it for x-mas- his birthday is 12-26. The store in Downer's Grove, IL put it aside and I picked it up. The recpt. said Blue netbook so it was never questioned. Fast forward to birthday. The computer in the box was pink. Over the next 2 days we called every Toys R Us, waiting patiently for each one, knowing it was busy after the holidays- at least 3-4 hours were spent on this. We went to the store in Aurora who said they had it, only to get there and find it was the 16 gb blue. The numbers, sku numbers ... were consistently mismarked. Today, Bloomingdale (45 min. away) said they had it after they checked many things. I asked the man in electronics, who, by the way, was very nice, to be absolutely sure and look in the box that it was 160 gb since we kept encountering discrepancies. He assured me he did this. My husband drove out there. It was the blue 16 gb. I called and the man told me he was sorry- he didn't really look- he went by the numbers even after I told him we had found many issues with this- This was over 2 hours of unnecessary travel and wait time. I called the main number and spoke to Sally. 7-10 days before we would be contacted. This would run into our 45 day return time. Corporate would call. So winter break will be over and our son won't get to work on his new computer and now we can't find it anywhere else. She said she'd escalate it. I called again and spoke to Connie who felt bad and understood the boxes and numbers were wrong and assured us it would be resolved.
I have dealt with many corporations. Today, 12-29, I called the main number again and requested a supervisor. Mary gave me the supervisor as well as a ref. number which I had not been given previously. I spoke to Jane who was nice until the end. She said they cannot check inventory with an item number but must check each individual store and then checked 20 different stores. She said I could return the computer and rebuy it if it comes in again (at the regular price, not the sale price I got it at) or get a store credit since its opened (but it was to be blue and when opened was pink). I felt this was very Toys R Us friendly and not consumer friendly. Now my money would be tied up at Toys R Us preventing me from going to another store and I wouldn't even get the sale price if it came in later. She was basically, "Well, that's our policy." Plus, I'd have to go to the store I got it at (45 min. away) and not just any Toys R Us. It's amazing how it was their error (the receipt and box appear to have the blue one but in the box is pink). She gave me a number for the Asus manuf. who I called. I was told that many pink 160 gb Disney netpals were bought from them but NO blue ones. Now I was wondering what was going on and what would I be waiting for? Did they ever even have the blue 160 gb? This is a store that professes to be for kids yet they do not take into account how to deal with people. I truly hope this gets resolved.

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Ytropious on 12/29/2010:
"It's amazing how it was their error"

Um excuse me, how is this at all the companies fault? If the BOX has a picture of a blue computer, and the box says BLUE one it, how was anyone supposed to know there was a PINK one inside? It sounds more like an Asus mess up at the company putting computers in the wrong boxes.
nikkibaby11 on 12/30/2010:
Thank you for your comment. I truly was not out to blame anyone. I was merely looking for resolution. Mistakes happen and I understand that. Unfortunately, with this mistake, the consumer is being hurt. Companies deal with multiple suppliers. Based on the information from corporate and the company name provided as to who supplied the computer, the blue computer was never even ordered to be stocked in Toys R Us. This is only based on the info supplied to me by Toys R Us. Having a store credit really didn't seem like a fair resolution. The contents of the boxes should be checked out at the time of purchase and then perhaps a seal can be placed on the box that would not be allowed to be broken. The coding of the boxes as well as the machines at Toys R Us also seemed to have issues. Again, the issue is not to place blame but to try to resolve a poor situation.
Ytropious on 12/30/2010:
I've seen the blue Disney Netpals Asus Netbook at TRU before. Your information is incorrect. You're more than welcome to open the box as soon as you pay for it right in front of the cashier, but they certainly aren't going to open perfectly fine boxes every time. THAT is up to the buyer.
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I work for Toys R US, ask me anything.
Posted by on
TEXAS -- I've been working for the company for a few years now I will not give out any more personal info than that so do not ask but I WILL be more than happy to share my experiences and attempt to answer any questions! I don't particularly care for the company but over the years I've come to realize most of the people who wine and moan are complete morons (not all but most) however I do admit that the return policy could be better (allow store credit on unopened gifts that are resalable.)

Corporate has been steadily cutting back on benefits and pay and general care for its employees even it's upper management is in the same boat hell even the corporate people are getting canned left in right (with the recent internal restructuring of the company)

It seems to me like they are desperately trying to salvage the little that is left in hopes of pulling through and stay afloat in this Walmart dominated era or enough to make it appealing to sell off or make public again.

My personal experiences have been both good in bad as far as an employee goes it's a job what can I say. Some of the practices such as bombarding guests with add-ons like buyer protection plans and loyalty cards and such but if you notice most other specialty retailers (Best Buy and Office Max for example) do the same thing and with good reason too; it's one of the few things Walmart doesn't do that's providing a ledge for the specialty retailers to hold on to.

IN THE END it really depends where you live and which store you shop at. I've met TRU employees (corporate and non) from diff parts of the country and 99% of the time everyone tells diff stories on how their stores function. ( some do this some don't do that some have never heard of this nor have they ever seen that) all kinds of things from how they handle returns to how they stock the shelf so experiences are bound to vary from location to location. We're not McDonald where a big mac tastes the same wherever you go.

ALL I HAVE TO SAY is READ THE RETURN POLICY! Don't be an illiterate helpless waste of space and read the god damn information at your disposal. If you DON'T LIKE the rules then don't shop there (even though most places now have similar return policies, it's not the 1990's anymore people, not even Walmart or home-depot do no receipt returns anymore) DON'T BE A DOUCHEBAG to the employees who are just trying to make a living and or need some extra cash on the side it's not their fault.

WHAT GOES AROUND COMES AROUND and I've seen that to be true time and time again. If your not an as*hole to people you will find that things work out well in your favor most of the time; you'll encounter people like me who are willing to walk the extra mile to make someone smile.

P.S. If I misspelled something, read between the lines and use some basic 4th grade reading skills it's called context clues and figure out what I meant it's not that hard; god forbid someone make some typing errors.
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jktshff1 on 10/06/2009:
What is the current expansion rate of the core of the earth, and how much longer can it last?
jktshff1 on 10/06/2009:
hey, you said ask anything!
DigitalCommando on 10/06/2009:
If I bought a talking chicken from your store, would it be using fowl language?
Anonymous on 10/06/2009:
Am I ever going to really use my COBOL book for anything, ever again?
Anonymous on 10/06/2009:
Do neutrinos have mass?
PepperElf on 10/06/2009:
does anyone still use cobol?
Anonymous on 10/06/2009:
PepperElf, Funny you should ask. I had to write a COBOL routine back in August. Had to google my way through it. It's like trying to make a fire rubbing two sticks together. I'm a lesser man for the experience.

Should I get stress pay for having to code in COBOL?
PepperElf on 10/06/2009:
hah. learning advanced linux scripts myself
I took a class in something... cobol maybe? back in 93. I didn't pay attention though, I just played on the computer
JR in Orlando on 10/06/2009:
A friend of mine had a heart attack and was being wheeled into the operating room for by-pass surgery, with all the doctors and nurses hanging over the side of his gurney. They said: "do you have any questions?" He said: "Is it alright to french kiss on the first date?" He said everyone laughed and the tension was broken.
Anonymous on 10/06/2009:
You only get stress pay if you have to resort to DOS. YES, I had to do that recently. *HEAD ASPLODE*
Ytropious on 10/06/2009:
I work/worked for them too, and I have to agree to some extent, some stores do things differently then others, but that doesn't mean there isn't a corporate policy in place that we're all supposed to follow. Some stores follow policy more and some stores follow it less, there's still a POLICY in place that the stores are supposed to be following. Maybe that's the reason no one wants to shop in the stores, it needs to be a consistent experience from store to store. Managers I've encountered range from completely nice and love their job, to the typical "I'm hot stuff I'm a manager at TRU and I'm going to bully my subordinates"...there seems to be a lot of those in my experiences. In my neck of the woods TRU employees are very willing to drop what their doing and help you find something, there's just not enough of them to go around. That's due to there not being enough hours, and at the store level there's not much that can be done to remedy that. TRU needs to advertise more, they aren't doing anything to draw more business in, and in the end it's going to be their demise.
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Toys "R" Us Return Policy
Posted on
Here is the TOYS R US return policy...

Refunds gladly given within 90 days of original purchase date on most items.
For ALL refunds and exchanges:

-A dated sales or gift receipt is required.
-Item must be returned in original carton or package, with all parts.
-A merchandise credit will be given for gift receipt and internet returns.
-Manufacturers' customer service information is available by calling 1-800-TOYSRUS.
-We reserve the right to limit or decline refunds.

Electronics/Video policy:
Video Games-Accessories-Systems
Computer Software/VHS/DVD/Music
Electronics/ Radio Control/Trading Cards
Collectibles/Consumer Electronics
-Refund gladly given within 45 days of original purchase date
-A dated sales receipt or gift receipt is required
-For refund, item must be returned in factory sealed, unopened package.
-Opened item can only be exchanged for identical item.

Why do they have a policy like this one? It saves the company money and keeps the cost of the product down. Now lets break down their return policy and explain it in depth.

For all refunds and exchanges:

"Refunds gladly given within 90 days of original purchase date on most items."
-90 days=3 months. That’s a good amount of time for someone to buy an item and still have enough time to give the item as a gift and for the gifted to return/exchange it.

"-A dated sales or gift receipt is required."
-They want to make sure the item was paid for and purchased from their store. They shouldn't have to take back other companies merchandise, that is why they have this policy. They should make sure that the person paid for the item. It would be easy to return an item by taking it off the shelf and going to customer service if they didn't have this policy. It would be easy to steal from the store or even another store and return the item(s) for credit if they didn't have this policy.

"-Item must be returned in original carton or package, with all parts."
-This one is tricky. Sometimes you open a gift, tear open the box, and throw the box away. But, it is the UPC on the box that the store needs to see to match with the receipt. Someone could bring in a similar item that the receipt describes and could return it as that item without the box. Its the box that makes sure they are returning the correct item.

"-A merchandise credit will be given for gift receipt and internet returns."
-Half of this one makes sense to me. It makes sense to get a merchandise credit for a gift receipt. You didn't pay for the item so why should the retailer give you cash back and spend it at another store. But I don't understand why I get merchandise credit if I purchased an item online. Maybe their system isn't capable of tracking the method of payment.

"-Manufacturers' customer service information is available by calling 1-800-TOYSRUS."
-If you have a defective item and no receipt, then you can call up Toys "R" Us to contact the manufacturers number to see if they anything can be done. See below to bypass this problem.

"-We reserve the right to limit or decline refunds."
-The only way I see this policy put into effect is if the store knows that a person maybe found a receipt and stole the items to return them.

Now for the electronics return policy:

“-Refund gladly given within 45 days of original purchase date”
-I’m not sure why it is 45 days and not 90 days as their return policy for all items

“-a dated sales receipt or gift receipt is required”
-see above for same policy detail

“-For refund, item must be returned in factory sealed, unopened package.”
-You can’t open a video game/DVD and expect to get a refund. I could easily buy a DVD, copy it to my computer, burn it to a CD, and return it to the store. I believe this is a copyright law. I feel if I buy a DS lite and I don’t like it I should be able to return it. I understand if it were a videogame/DVD but not for all electronics.

“-Opened item can only be exchanged for identical item.”
-This refers to the above. If I open a DVD and try to return it, I should only be able to get an exchange for the exact same item.

This is their policy and it makes sense.

But you can break the policy… If you have a broken item, you can easily buy the same item (now you have a receipt) and return the defective one. Maybe this is why they have the “We reserve the right to limit or decline refunds” in their policy.

**Don’t worry, I'm not affiliated with the company. I have a good friend that is affiliated with the company and told me the details of their policy.**
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Goofy3697 on 01/26/2008:
Three years ago I purchased a Playstation 2 accessory at the location on Mid Rivers Mall Drive in St. Peters, Mo. and it was defective. I attempted to return it the following day with the original sales receipt. The manager said that I could not have my money refunded. I told her that how was I supposed to know the item was defective unless I opened it. Her response "That was the risk you were willing to take when you made the purchase." I gave her the big F.U. stated that I will never shop at Toys R Us again. When I called the store manager and told him this he did nothing. You should have heard the tone of his voice when I stated that all of my future toy and electronic purchases were going to be made at Wal-Mart. Ever since then I have lived up to my word and never have set a foot in one of their stores again. I understand the policies about copyable media (video games and DVDs) but electronics?
spellweaver16 on 01/26/2008:
If it was defective coming out of the package, your next step would have been to contact the manufacturer. If you hadn't have copped an attitude with the store manager, he probably would have offered the information to you.
croaker on 03/20/2008:
Well after all people it is TRU first assume everyone is a crook and then treat as such. Customer service I don't even know why they have the organization in their company...don't need it when you don't respond to e-mails or letters.

Most managers are probably so tired of being on the frontline for the oh so perfect return policy that they can' be blamed for their rudeness.

And the store is the first line between the Mfr and the consumer. Being told purchasing an item is a risk! I have seen all these responses to TRU and how sad it is that they have to deal with uneducated consumers but that kind of response is a load of crap!

I understand the problem with theft attempts and returning items that were taken off the shelf but there are ways of dealing with that like oh... how about training your employees to be alert and watch for this....oh yea they have cut back on the number of employees so you can't find one.

Riverhawk on 08/28/2008:
Goofy, I'm curious did TRU go bankrupt without your business.LMAO!
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Toys R Us Return Policy Sucks
Posted by on
MIAMI, FLORIDA -- This year I did all my shopping for toys on I found many great deals many at half the price of TRU, Target or even Wal-Mart. Plus; I got free shipping on almost all of it. With that said, I ended up spending a great deal for my kids. All of it was great and delivered.

Unfortunately, my parents, who live in another state, drove down with a bunch of toys for my kids (They spoil them rotten, I'm their only son). They are not into the internet. So they bought all their toys at Toys R Us.

Come Christmas time, the kids opened their toys. And we had are fair share of duplicate toys. I asked my parents how much they paid for them. And the prices where nearly double of what I paid. I then told my mother that I could take the toys she brought at TRU and get a refund. She told me she didn't have a receipt with her, nor did she think that she kept it.

Not knowing, the new BS Toys R Us policy, I took all those toys there to get a refund, credit or what ever. They flat out told me that they couldn't. My mother who was with me, got upset because she paid good money and told the lady that she lived in another state. And that she drove down with all these toys that she purchased at their store where she lived.

The lady didn't budge and said no. There was nothing that they could do for us because of no receipt. I had to drag all those toys back to my car and go back home.

My mother, who is a very gentle person, lost it. She was so angry. I never in my life see her like this. She felt insulted as if the lady was calling her a liar in that she didn't buy the toys from Toys R Us (because the lady made a comment on "how do we know that you bought it from us").

She nor I will ever go to Toys R Us. Geoffrey the Giraffe could kiss my a$$ good bye.

And for what, I got my toys at half price on Amazon. Shopping at Toys R us surely isn't on price. And now, we know it surely isn't on customer service. Never again.
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tnchuck100 on 01/06/2007:
You have an unfortunate situation. However, Toys R Us has not treated you unfairly. Most retailers are getting strict with requiring receipts. Your review indicates they probably would have refunded your money if you had the receipts.
MRM on 01/06/2007:
True dat, tnchuck100... no receipt, no refund. Its their policy, not YOURS! Its that simple. You digg...
Anonymous on 01/06/2007:
No receipt, no return. End of story.
Anonymous on 01/06/2007:
I am not sure how old your kids are but the year our oldest got three talking Sponge Bob Squarepants dolls (he told everybody who asked what he wanted for Christmas the same thing, he is very consistent lol)we started coordinating toys with the grandparents. It is a little bit of a pain but a phone call to Mom to make sure she isn't buying what you already bought might help. We do now, living with three talking Sponge Bobs was a great motivator. :P
bill on 01/06/2007:
Their policy isn't BS. How can you expect TRU to refund you money if you can't prove you actually bought the toy at their store.
Anonymous on 01/06/2007:
Hi amaniR, very good advice and good thought process! To the poster sorry for your situation but you have to keep receipts.
spiderman2 on 01/06/2007:
You know what I find odd in this situation? Grandma can remember what she paid for the toys, but cannot remember to keep her receipt. I don't think many places are taking returns without receipts anymore. You have every right to not shop at Toys U Us again, exercise it, but realize that if you can't follow policy, no one will be accepting your returns.
Anonymous on 01/06/2007:
I agree with Spiderman. You will without a doubt have difficulty finding a store that will do a return without a receipt. Like I said before, if stores allowed this, then people would always be grabbing items off of the shelf & then attempt to 'return' them. I know for a fact that people attempt that little scam, the manager at the store I used to work at caught people trying to do it a couple times.
Anonymous on 01/06/2007:
Toys r Us stinks. Their policy is an act of desperation to squeeze the last nickel out of their ever declining sales. Right, wrong or indifferent these kinds of policies drive customers away. Toyr R Us won't see 2010 - mark it down.
DreyNikHaze on 01/06/2007:
As much as TRU gets on my nerves a lot of places are cracking down like this. No receipt no return. Next time make sure you hold on to the receipt. I ALWAYS keep mine. I never know when I'm going to need them.
you r stupid on 01/06/2007:
I did a lot of my shopping this year there and each and every time we went the cashier informed us to keep the receipt because without a receipt of gift receipt there was no refunds or exchanges.
Skye on 01/06/2007:
In my family, we communicate. My parents live in Colorado, grand kids here, and the other grand kids live in NY. My parents always make sure they check with my brother as to what toys were bought, so duplicates would not be sent. Same thing here, we check with my sister, so nobody buys any duplicates. My neices and nephews get so much stuff, they probably wouldn't notice duplicates, but why have the added hassale of having to return gifts, just ask who bought what. Saves us lots of trouble and time. My parents have 6 grands kids, under the age of 7 who get thousands of dollars worth of stuff, besides money for college. I just don't understand what is so freakin hard about holding onto receipts, especially around the holidays.
spiderman2 on 01/06/2007:
Skye, that is how my family is ... really spread out. We talk to each other about gifts and save receipts. I keep an envelope marked "Christmas receipts." It isn't that difficult.
BobJohn on 01/06/2007:
TRU has no idea that you are not returning the toys you bought for 1/2 price on the internet.
Anonymous on 01/06/2007:
I hope you do not use that vulgar language in front of your children. Your mother had not receipt so she could not get a refund, it's a shame that the toys are duplicates, but well you can always donate them to toys for tots or to the hospital.
CrazyRedHead on 01/08/2007:
I got a shoe box and put each and every receipt in it, regardless of what it is. I don't have a problems when it comes to returns cause I always have the receipt.

I always call my father and tell him what I got so that I don't receive duplicates and they have no problem in sending either a gift receipt or the actual receipt for anything that they send. They would rather see there grandkids get something that they really want instead of either a duplicate or something that doesn't fit, there is almost 600 miles separating us.
Kaloha on 01/10/2007:
For my son's birthday this year, my mother got him two games for his VSmile, two of which we already had. When I called her and asked her for the receipt, she informed me that she wasn't sure where it was and that she may have thrown it away. I decided to go to Toys R Us and try to exchange the games anyway, since I had to exchange a scooter that I had bought for my son. I had my son pick out two games that were the same price as the two my mother bought for him and then went and got a different color scooter (I accidentally grabbed a pink scooter instead of a blue one the first time).

When we went up to the cashier, the gentleman explained the policy to me, that they could not do any exchanges w/o a receipt...I personally think that if you are doing an even exchange they should allow it. I wasn't asking for money or a voucher, but it's their policy. Anyway, I told him that I don't have a receipt for the games and lets go ahead and do the exchange for the scooter. Well, in a rude tone, he said "Do you have a receipt for the scooter?" I then looked at him and said "Did you not just explain the policy to me? He then took receipt and started doing the exchange. I asked him if I could have the box to the old scooter for the new one, because all of the scooters that are in the boxes on their floor are all torn up. He sais no, when asked why, the manager came over and at first said no, when I asked him why he said we can't do that, so I asked him what the reason was and he said said that if I were to come back and exchange the item, the receipt would not match the bar code on the box, so I said that's fine. After he did the exchange he handed me the pink scooter back and I said "wait a minute, I was exchanging this pink scooter for the blue one. You are giving me the wrong scooter." He then proceeded to tell me that his manager said that he could not do the exchange for me! I told him that made no sense and that I gave him the receipt for the exchange and that there was no reason why he should not be able to exchange the scooter. He continued to tell me that the manager told him that he couldn't do it and that really upset me! I then looked at him and told him to get his manager over here, because he was starting to make me mad. When his manager came over he told him to go ahead and do the exchange. After he did the exchange, he asked if anything was wrong with the pink one.....shouldn't you ask that question before you do the exchange!!! I said No, I have a son not a girl! After about 15 min. dealing with him, I finally got the scooter I wanted!

It's ridiculous that it took that amount of time to do an easy exchange! I didn't appreciate the attitude I got not only from the employer but the manager as well! I am extremely disappointed in the way they (The Toys R US that I went to) treat their customers!!!
PKinthe216 on 02/01/2007:
Well it sounds like your one big CHEAP SKATE!Taking the back to toys are you?Bout time they did something like this!All major retailers should.You buy seconds cheap on the internet take them back to retailers and make a few bucks,then shoppers like me (who enjoy a stroll through a store to do our shopping) have to pay higher prices!Because of SCAM artist like you!Tell mama to keep her receipt next time,because very soon everyone from Abercrombie to Wal-Mart will have this policy!Don't sound like Toys R Us is really losing any buissness from the Amazon woman anyway,keeping prices lower for folks like us,who enjoy the walk through Toys with our grandkids.Save the receipt or lose out.I can't believe there were that much doubles to cause you to get angry,you must really be one of the CON artist major retailers are tring to protect us from,your nothing short of a shop-lifter,THIEF!
SheenaMac on 07/08/2007:
They could've easily and quickly looked up your mothers phone number to find the receipt. TRU has an electronic journal. They just punch in the store number that it was bought, your mom's phone number, and the date range (within 90 days) and poof! Your receipt will pop up and print out. Why didn't you ask them to do this? This is why they take your phone number at checkout. If you did do this, and your mom's number didn't pop up, then I can understand why they didn't believe her about it being bought from TRU.
dboi602 on 06/16/2008:
listen here buddy, I work at Toys R Us and you wouldn't believe of how much bull I have to put up with people trying to return items without reciepts. our return policy is no receipt no nothing. why didn't your mom get gift receipts?! the reason Toys R Us is strict with the return policy is because the company lost a lot of money from people who returned items without receipts that they didn't even buy them at Toys R Us. they cost us a lot and on top of that I've gotten ripped off with those kinds of people, having to pay the difference of toys from my paycheck. All I have to say is always save your reciepts
Riverhawk on 08/01/2008:
602- Customer think they should get whatever they want, They don't give a darn if they bought it at TRU/BRU or Wal Mart,Target etc wherever they bring it on to should take it back, doesn't matter the receipt is their proof they bought at whatever store . Store whoever they are should take it back regarless if the never spent any money there, it's a case of we should bend over an kiss their a$$. Most have never learned that a receipt is proof of purchase and with TRU/BRU the return policy is printed on the back of the receipt - read it whinning crybabies that call yourselves customers who most dumb down to a rock when you come through the front door from that point on most "Customers" are rude and ask the dumbest questions. Like at Babies R Us "don't you sell queen size beds" UM HUM We're a Baby Store goofus. Do these Pack and Play sheets fit all the P N P , no we only stock non fitting sheets just to pi$$ you customers off.Jeeze! Just remember if you were in business you'd want the customer to be able to- PROVE -they the item they're returning at your store so your not out money never spent with you in the first place.
newdad on 08/19/2008:
I have a baby registry with Babies R Us and I returned a number of items. Last week, I returned an item without a receipt and they did not check the registry. Last night, I went back to return a 29.99 item and they basically kicked me out of their store. Then I went to the Toys R Us across the street and the manager said "Why don't you leave my store!" But, being persistent and knowing that they don't enforce their policies consistently, I went to a different Babies R Us, I made a phone call on the way so the item would be added to the registry and I sent my pregnant wife to do the talking and gave her a basic story of why the registry doesn't indicate someone bought this for us. It took time, but they took it back. The item was unopened and in new condition. Once I am finished with my store credits, I will NEVER shop from Toys R Us/Babies R Us again! Although I can understand the policy with toys, I think they are too strict for those who have baby showers. Furthermore, each customer spends thousands of dollars in that store, so I think they should make an exception on a 29.99 item. If they had not taken it back, I would make sure they would lose 10X that price.
criket on 12/26/2008:
Everyone is giving a lot of thought towards the store and little to the customer! My daughter got a duplicate gift for Christmas this year. We took back a Littlest pet shop house and had no problem returning it to Walmart without a receipt. We only wanted an exchange so she could get something else. It wasn't opened and in perfect condition of course. If I had been treated the way this person's mother was at TRU I would never shop there again either. We work hard for our money and as long as the store carries that item I see no reason why they can't exchange it. They can still make the same amount of money from it so they're really not losing anything!
Everyone on here is so compassionate to TRU..well boo hoo for them. What about us consumers that keep those stores going by giving them our hard earned $$$!
bjc461 on 10/11/2009:
Don't worry about not having the receipt I had both the original receipt & gift receipt and they refused to give me my money back... they only wanted to give store credit I DON'T THINK SO! When I talked to the manager who was really rude, I raised my voice and she kicked me out of the store and tried to keep the stuff I was returning totally ridiculous! I hope they go out of business!
bjc461 on 10/11/2009:
You know I have been reading some of the comments and it shouldn't matter if you have a receipt a store has a specific bar code on each product so they know it came from a "Toys R Us", as long as it wasn't opened they have no right to not give the money back receipt or not! This is just a big company trying to get more money... if you got a gift from there its not your fault the buyer didn't keep the receipt... I can walk into Walmart with no receipt and get my money back cash in hand.. Total BS what theses greedy companies are doing and employee or not doesn't make it right... I think its a unethical practice f I don't want something and I didn't open it I have a right to take it back and get something I want! I do not want to be forced to keep my crappy gifts because I do not have a receipt..
rumsfeld on 12/20/2010:
No receipt, why is this a hard concept to grasp? What's with this sense of entitlement? What's next? Maybe retailers should just hand out money at the door to everyone claiming to have bought their product? Caveat emptor- let the buyer beware...and have enough sense to hang on to their receipts. The days where buying from the local mom and pop store where everyone knows your name are all but gone. Let's be reasonable.
petercrissgirl1972 on 12/23/2010:
I HAD my receipt today, all my items were UNOPENED and NEW! A whopping 9.48 worth of merchandise....and since my receipt was dated 09/10/10 (just past 90 days) the girl said, "Sorry, you can't return it.". Incredulous, I asked if I could get store credit as I was intending on purchasing a higher priced item. She flat out said no, sorry. Soooo, I tried to call the store to speak to a manager but I was on hold for a total of 15-16 minutes to no avail. I decided to complain using the 800#. I asked the customer service rep if it was Toys R Us' policy to lose customers for transaction totally less than $10.00? She of course said no. Anyway, she did an incident report....We'll see if they resolve it. If not, I am officially done doing business with this store. I can get whatever I need elsewhere! So, having the receipt didn't help me out one bit!!!!
jktshff1 on 12/23/2010:
peter,"09/10/10 (just past 90 days)" old post, but why should you be an exception?
momof2 on 07/27/2011:
Toys R Us is an awful company with no regard to the quality or safety of the products they sell to children much less customer services. I have banned them and will NEVER shop with them again.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Hidden Hold Fees on Account When Making Online Purchases
Posted by on
Rating: 1/51
CROSSVILLE, TENNESSEE -- Toys R Us will bill twice when Items ship separately. I placed an order for less than 100.00 dollars, and the following few days I had different charges showing up in my bank account as each item shipped at different times. When I spoke with Toys R Us they said the initial payment of 99.81 was just a hold on the account and that each item will be billed as it is shipped. Although it does not tell you this when you are making the purchase, I was informed that somewhere in the depths of the Toys R Us Website this policy exist. I only use this checking account for online purchases, so therefore I only had the money in the account to cover the purchase items, not twice as much as the purchase items. When you call customer service they just tell you that the hold will not come off the account until the last item is shipped. WELL YOU GOT IT THE LAST ITEM HAS NOT SHIPPED, and now my account has been hit with four different shipping bills including the initial total payment I made when I purchased the items. My account is in the red since I only use the account for specific purchases and the supposed hold won't drop off my account until last item ships, I have paid now more for the toys in nsf fees than the toys cost me. This is a terrible company for online purchases. I just want people to be aware to have twice as much in your account if you are planning on shopping with Toys R Us this holiday season.
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ksgal on 11/28/2013:
Thanks for the warning!
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StarEmpty StarEmpty StarEmpty StarEmpty Star
False Advertising/ Cancelling Orders
Posted by on
Rating: 1/51
MILLSTONE, NEW JERSEY -- Toys R Us has been and still is offering great deals on "Nerf" products. Based on these prices I placed my Holiday Order's through the Toys R Us website the first week of December 2012. All of the items I ordered were listed as "In-Stock" and were said to be delivered before Christmas.

I am now (less than a week before Christmas) getting emails from Toys R Us indicating that they have cancelled some of my items, saying they are "Unavailable".

I went online to order these items elsewhere, only to discover the prices were (in some cases) over $100 more than what Toys R Us was (Is) advertising them for!!!

I will never order from Toys R Us again.
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MDSasquatch on 12/18/2012:
This is just one of many reasons I trust Amazon and llbean almost exclusively when ordering online
At Your Service on 12/20/2012:
With respect, we discussed issues like this much more of late. This seems to be a problem very common when order over the net -- not just with TRU but through many retailers.

There's a lot to be said for going to a store and getting the merchandise in person.

Best of luck and thanks so much for posting.
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Toys R Us Does not Deliver!
Posted by on
I placed an order online at Toys R Us yesterday (Dec 4). During the evening I received an email stating all 3 items were back ordered. When I checked my email this morning (8:00 am) I immediately went on line to cancel the order. It was not possible. I called customer service to inquire if the items would be delivered by Xmas. No confirmation so I requested to cancel the items. I was told it could only be done by a supervisor and would take 24-48 hours to tell me if they can be cancelled (no guarantee). Then, it will take another 3-5 days for the funds hold pre authorization to be removed from my card (if they agree to cancel that is). This is an abuse of consumer rights. If Toys R Us does not have the product, the consumer should be given the choice to cancel immediately. Not wait 24-48 hours to find out if I can cancel. They are not the only on line provider and a week is a very long time to hold up my funds and for me to have to wait to order from another site. The company should be more accountable to their customers. I will not order from Toys R Us again. There are plenty of other good companies out there to buy from and that have stellar customer service, including understanding that it is our money (not theirs) they are playing with and doing everything possible to rectify their mistakes. No more Toys R Us for this family!
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trmn8r on 12/06/2011:
In this age of the internet and doing things instantly, it isn't surprising that you would want to be able to cancel instantly and have the pre authoization removed right away.

Unfortunately, the way the retailer's logisitics and bank processing systems are set up this usually isn't possible.

When you click "Place Order" you are committing to buy. Anything that is available would begin to be processed if partial orders are filled. Backordered products may be expedited to fill your order.

Assuming nothing has transpired at JCP that cost money (eg available items already boxed for shipping) and your order is cancelled, now the pre authorization needs to be cancelled. Incidentally, that was needed to give JCP faith the order would be paid for once filled. That process can take 3-5 days due to the way the transaction is processed in the network, which is out of JCP's control.

Simply put, the system is streamlined to get goods to buyers and give the retailer assurance they are paid for. To reverse the process is not as simple as pressing a button.
lexophiliac on 12/06/2011:
^ Substitute Toys R Us for JCP and we have a winning comment.
trmn8r on 12/06/2011:
Yeah, that lengthly comment with not one but three JCP references looks pretty shabby. Not to mention my speling errors. Ah, well. And here I was hoping to win the LOTW award ):
Churro on 12/06/2011:
I once took an item back to lowes on the same day I bought it and the refund posted before the charge. Quick refunds are possible. Don't let anybody tell you any different.

I absolutely can not stand toys-r-us. They rank right up there with Target when it comes to crapping on the customer. I totally agree with your complaint. Wise decision to avoid them.
yoke on 12/06/2011:
In this case the OP did order in good faith that the items would be delivered in time for Christmas. The entire order was backordered and TRU can not say if the items will be in before Christmas. It is not as if the OP wants to cancel the order because only one item is backordered, the entire thing is backordered so at this point TRU is not out anything yet has the OP's money. In this case TRU has no choice but to cancel the order and refund the money immediately. Why they are giving the OP a hard time is beyond me, TRU is 100% in the wrong.
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