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Toys R Us Return Policy Sucks
Posted by AAdovocate on 01/06/2007
MIAMI, FLORIDA -- This year I did all my shopping for toys on Amazon.com. 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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Posted by tnchuck100 on 2007-01-06:
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.
Posted by MRM on 2007-01-06:
True dat, tnchuck100... no receipt, no refund. Its their policy, not YOURS! Its that simple. You digg...
Posted by Anonymous on 2007-01-06:
No receipt, no return. End of story.
Posted by Anonymous on 2007-01-06:
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
Posted by bill on 2007-01-06:
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.
Posted by Anonymous on 2007-01-06:
Hi amaniR, very good advice and good thought process! To the poster sorry for your situation but you have to keep receipts.
Posted by spiderman2 on 2007-01-06:
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.
Posted by Anonymous on 2007-01-06:
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.
Posted by Anonymous on 2007-01-06:
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.
Posted by DreyNikHaze on 2007-01-06:
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 onto the receipt. I ALWAYS keep mine. I never know when I'm going to need them.
Posted by you r stupid on 2007-01-06:
I did alot 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.
Posted by Skye on 2007-01-06:
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.
Posted by spiderman2 on 2007-01-06:
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.
Posted by BobJohn on 2007-01-06:
TRU has no idea that you are not returning the toys you bought for 1/2 price on the internet.
Posted by Anonymous on 2007-01-06:
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.
Posted by CrazyRedHead on 2007-01-08:
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.
Posted by Kaloha on 2007-01-10:
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 anyways, 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. Anyways, 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!!!
Posted by PKinthe216 on 2007-02-01:
Well it sounds like your one big CHEAP SKATE!Taking the amazon.com 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 thru 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 thru Toys with our grandkids.Save the receipt or lose out.I can't beleive 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,THEIF!
Posted by SheenaMac on 2007-07-08:
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.
Posted by dboi602 on 2008-06-16:
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 reciept 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
Posted by Riverhawk on 2008-08-01:
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.
Posted by newdad on 2008-08-19:
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.
Posted by criket on 2008-12-26:
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 $$$!
Posted by bjc461 on 2009-10-11:
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 DONT 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!
Posted by bjc461 on 2009-10-11:
You know I have been reading some of the comments and it shouldnt 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 wasnt 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 didnt 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 doesnt make it right... i think its a unethical practice f I dont want something and I didnt 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..

http://blog.virtualassistanttohire.com/2009/10/babiesrus-sucks-there-policies-are-crap.html
Posted by rumsfeld on 2010-12-20:
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.
Posted by petercrissgirl1972 on 2010-12-23:
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!!!!
Posted by jktshff1 on 2010-12-23:
peter,"09/10/10 (just past 90 days)" old post, but why should you be an exception?
Posted by momof2 on 2011-07-27:
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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Hidden Hold Fees on Account When Making Online Purchases
Posted by Shellysplash2003 on 11/25/2013
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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Posted by ksgal on 2013-11-28:
Thanks for the warning!
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False Advertising/ Cancelling Orders
Posted by Jannakrista on 12/18/2012
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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Posted by MDSasquatch on 2012-12-18:
This is just one of many reasons I trust amazon and llbean almost exclusively when ordering online
Posted by At Your Service on 2012-12-20:
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 website sale ad FAIL!!
Posted by Cokehed1 on 08/13/2012
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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Posted by trmn8r on 2012-08-14:
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.
Posted by trmn8r on 2012-08-14:
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 Experience Ordering and Returning Damanged Item - Will Never Order Again From Toys R Us
Posted by Bethcraig on 05/30/2012
NORTH CAROLINA -- The item arrived in a damaged box from Fed X, it was clear it had been previously opened, when we opened it the item was very flimsy - product not as advertised, multiple missing parts - Never order Folding Slide (for toddlers). Hassle Free Return is a joke - calling customer service, working online and finally taking the item to the store for only a refund for the damaged item, lost as much on the shipping. Will never again order any item online from Toys R US. I am out the shipping costs and lots of time and frustration.
     
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It was a sad day.
Posted by Efratgolan201063 on 12/30/2011

What should have been a fun day for our kids turned very sad. We went to Toys R Us to buy them gifts. When we got home one of the toys broke as we tried to get it out of the box and the other toy didn't even work at all. Of course all the toys came from China. If we can't count on Toys R Us to supply us with great toys for our children, who should we count on!?
     
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Posted by Anonymous on 2011-12-30:
Did you take them back to TRU and exchange them?

What store doesn't sell cr@p made in China these days? Sadly, it's hard to find anything made in the USA..the demand for cheap has made it nearly impossible b/c most people wouldn't pay the increased cost.
Posted by trmn8r on 2011-12-30:
What specific toys were they? Not all the toys that TRU sells can be like this, or they would not be able to stay in business.

Have you taken them back for exchange or refund? What happened if you did?
Posted by JayByJay on 2011-12-30:
Are you aware of what a manufacturer is?
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Toys'R'Us's Hypocritical Censorship on Facebook
Posted by Rowena106675 on 12/07/2011
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 Does not Deliver!
Posted by Michellenicaragua22 on 12/06/2011
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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Posted by trmn8r on 2011-12-06:
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.
Posted by lexophiliac on 2011-12-06:
^ Substitute Toys R Us for JCP and we have a winning comment.
Posted by trmn8r on 2011-12-06:
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 ):
Posted by Churro on 2011-12-06:
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.
Posted by yoke on 2011-12-06:
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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Large Corporations Like Toys R Us Make The Rules
Posted by Daysof49 on 02/02/2011
I have a small business called toysareruss, I get a threatening letter from Toys R Us about a cease and desist from any and all uses infringing name, TOYSARERUSS and TOYSRRUSS. Specifically, to avoid swift and decisive LEGAL action by TRU (TOYS R US), I must immediately transfer the owned domain names to TRU or any other name that is confusingly similar to the R US family. I am just wondering why TOYS R US has a monopoly on the WORD "ARE" and my name "RUSS". These large corps have 100s of lawyers on retainer to fight the little guys. If you go to the Large corporation domain providers they will sell the names to you, you can buy THETOYSRUS. COM PLUS 10 other r-us combinations from Go Daddy, another large corporation. You get a provider, spend money do design a site, buy your products from large Corps, all done on the pretense of opening a small business to make a couple dollars. And then the LARGE CORPS. sick there attorneys on you to surrender your hard work to them, well there ought to be a law against selling those names that are similar then the small guy gets screwed.. And yes I am going to court with TOYS R US to voice my opinion about how they operate this SCAM.
P. S I don't sell there kind of toys...
     
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Posted by Ben There on 2011-02-02:
This is not a scam, but simply Trademark 101. Most large companies were once small companies, and TRU put a lot of hard work building the brand to what it is today. Letting an online sex toy operation use a name that is pronounced exactly the same is like saying they don't care about the brand.

By the way, why did you pick the URL toysareruss when your site already has the name "The Dxxxx Depot"? Are you hoping people looking for TRU accidentally find your site with a typo? I am assuming you had heard of TRU before you purchased the domain name.
Posted by msnanny on 2011-02-02:
Ben There hit the nail on the head. +1
Posted by jktshff1 on 2011-02-02:
what they all said.
Posted by spiderman2 on 2011-02-02:
I don't even know what kind of toys you are selling and I don't want to know, but you are trying to use their name to direct people to your website. You really can't truthfully say that you think they are trying to scam you when you are trying to scam them.
Posted by Anonymous on 2011-02-02:
Court? Don't be so quick to part with your money, voice your opinion in an email to them instead.
Posted by ChuhBaca on 2011-02-02:
I'm guessing Toys R Us was established first. What did you think they were going to do? For example, I would not attempt to do business under the name "Disnee Land" without expecting that eventually Disney would take notice; and they would be right to do so.
Posted by PepperElf on 2011-02-02:
ben is perfectly correct.

you cannot take a trademarked name and misspell it and assume it will count as a unique trademark. That would be like naming your company Dysney. you won't win.

Why don't you try something more original. Since you said your name is "Russ" perhaps you can use "Toyranasauruss Rex". (I'll even let you take credit for the idea - hey i'm in a good mood. kinda)

it will be different enough from Toys R Us. And it may work well for the adult industry. Heck you can even use the name to market your own brand of toys.
Posted by Anonymous on 2011-02-02:
Pepper, if I ever open my own business, I'm coming to you for help with the name
Posted by Anonymous on 2011-02-02:
While everyone who replied to this is correct, even those in the "Other comments" section, you need a lawyer to deal with this. Do not just agree to cease and desist without exploring the costs that that would mean to you, if any. Need a lawyer, not a complaints site.
Posted by Ytropious on 2011-02-02:
Toyranasauruss Rex, that's a good one!
Posted by Mike in FL on 2011-02-02:
I hate to tell you this, but Toys R Us is in the right here. The web domain name you selected creates "brand confusion" and any judge this goes in front of is going to side with them on those grounds. Also, being the kind of company that caters to families and children, they DO NOT want their name associated a business that sells sex toys.

Just pick another name, one that can not be confused for another company's, and move on. It's less expensive and you'll be able to focus on the job of selling your product.
Posted by PepperElf on 2011-02-02:
thanks, ytrop. it could work for him as a brand name.

i mean the t-rex was one of the larger dinosaurs.

and size matters, especially in the adult industry. *grin*
Posted by Anonymous on 2011-02-02:
If I were TRU i'd be mad also they are a toy store for kids they don't want folks to get directed to a sexy toy site.
Posted by madconsumer on 2011-02-02:
sounds like the big box store is pushing you around. see if you can consult a trademark lawyer and see what options you have. the name you are using sounds like theirs, but you can also trademark your own version.

very helpful.
Posted by Ben There on 2011-02-02:
I fear the OP might also one day run into an issue with Home Depot... His Dxxxx Depot logo uses similar stenciled lettering with the tag line very similar to "The Do it yourself" store...
Posted by PepperElf on 2011-02-02:
ben, seriously?

i know it's popular for the adult industry to copy things from popular media (mainly in how they name some of those movies) but... it sounds like the OP may need a serious company makeover if he keeps doing that.

sure it may be fun to mimick a famous brand but... in the long run it could really hose him over, especially if he sinks $$$ into logo items.

cos if he loses the suit he pretty much has to eat that cost.

it'd be better for him financially to get something original instead of copying other trademarks
Posted by Ben There on 2011-02-02:
Good point Pepper - IIRC, poking fun of movies and songs is more tolerated by law as it falls under "satire". This is why its OK for franchises like the Airplane and Scary Movie series, or songs by Weird Al Yankovic. However, copying a company's trademarked assets, like logos, tag lines, etc..., is very different.
Posted by GenuineNerd on 2011-02-02:
There was a case a few years back involving PETA (People For The Ethical Treatment Of Animals), who used the website peta.org. A pro-meat eating website, called "People Eating Tasty Animals", used the URL peta.com, until PETA forced that website to discontinue the use of the URL. Now, peta.com and peta.org direct you to PETA's website. I think PETA also controls any URL domain name using the name "peta" now.
Posted by PepperElf on 2011-02-03:
yeah, although i dislike peta i can see where that would cause issues.

though the sick side of me wants to say "well played!" to the pro-meat organization. even if they lost in the long run.
Posted by Ytropious on 2011-02-03:
A lot of this has to do with intent. Did the OP intend to infringe upon the brand equity another company has built? That is for a court to decide, but my judgment is YES.
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Toys R Us Does Not Care For Their Customers
Posted by Preston Edwards on 01/28/2011
I originally began attempting to contact someone at Toys R Us in regard to a small issue that I have with their return policy. In that attempt I have been shown what little respect or concern Toys R Us has for its customers. At every level, from the employees at the store I was in to the Executive Vic President and Chief Administrative Officer Deborah Derby, I have been treated as if I am just wasting everyone's time and that they wish I would just go away and leave things be. “Documenting my concerns” seems to be the only thing that anyone is willing to do. No one, at any level, is willing to listen to my concerns with their policy or why I have an issue with them. I went through the channels set up by Toys R Us for customers to send their complaints and when that was not satisfactory, I pursued other avenues to get into contact with someone at the company that could address my concerns. At this point, I have given up on anyone with Toys R Us caring or doing anything about my original issue, but I am not going to give up on the issue I have with how Toys R Us treats its customers.
     
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Posted by FlShopper on 2011-01-28:
So what was the issue you had with their return policy?
Posted by Ytropious on 2011-01-28:
Ok so what is the root issue with the return policy you are having? Details are sorely needed here.

It used to be no receipt no return. Then TRU listened to their customers and started making exceptions with valid ID or if they can find your transaction with your rewards card or credit card used.

You have to understand WHY they have this policy. TRU sells toys. Toys get broken, kids bore of them, kids grow out of them, etc. They'd be out of business if they had a return policy like Kohl's. People would use the toys and return them. Kids would break the toys and get a full refund. It just doesn't work.
Posted by Skye on 2011-01-28:
Did the issue have something to do with Toys R Us and you not having a receipt?

Details would really be helpful.
Posted by SteveWiginowski on 2011-01-28:
I'm really curious to know what the issue is. I've heard of many issues, as a former worker at TRU.
Posted by Anonymous on 2011-01-28:
I came to the conclusion a while back simply put that Toys-R-Us sucks. Once you reach that conclusion and stop shopping there then your shopping life gets better.
Posted by Skye on 2011-01-28:
I've never ever had any issues with Toys R Us. It would really help if we knew what the op is complaining about.
Posted by momsey on 2011-01-28:
What part of the return policy are you complaining about and what kind of response would you be satisfied with?

I, too, have never had a problem with Toys R Us.
Posted by ChuhBaca on 2011-01-28:
Agreed, more details are needed. I would like the address the "I've never had an issue..." comment. Never having an issue means you've never had to experience how they address an issue. That is when you truly find out about a company's customer service philosophy.
Posted by Ytropious on 2011-01-28:
Never having an issue could also mean the store tries very hard to prevent any issues to begin with, or if an issue arises they fix it before the customer even knows there was a problem.
Posted by momsey on 2011-01-28:
Very true, ChuhBaca.
Posted by momsey on 2011-01-28:
Also, since I've been happily shopping at Toys R Us (as an example), I won't let one unfortunate return or customer service experience stop me from going back. So, me saying "I've never had an issue..." means that generally it's a good place to shop.
Posted by ChuhBaca on 2011-01-28:
Every company makes mistakes, or drops the ball sometimes. When I worked a retail job, the store manager believed that a 'problem' was an opportunity to wow the customer, and truly EARN their loyalty. He practiced his phisophy and it worked. His store was the highest earning of the grocery chain in the state!
To me, I hear "I've never had a problem" as a series of neutral experiences. Good and bad companies move people in and out every day without any problem.
Posted by Skye on 2011-01-28:
I've never had any issues with Toy R Us. I once bought a giant stuffed penquin for my niece, and it was on sale from $29.99 to $19.99. It rang up wrong at the register. It rang up $29.99. I told the girl it was on sale, and she apologized, which of course it was not her fault. She fixed the transaction right there at her register for me. None of this having to go to customer service for a price adjustment as so many other places make you do. There have been a few times I had to return something, and I always have a positive experience, and also have my receipt.

For me, Toys R Us is always a pleasure to shop at. Nice, neat, organized store, with very helpful staff members. We can only guess what the OP is complaining about, because as I mentioned before, details are really needed.
Posted by localgod on 2011-01-29:
I"ve never had a problem at TRU...maybe the OP can enlighten us. Why, what happened? Is this a general customer service issue, to which your request went beyond the scope of the local store. Or did was your request outlandish enough that they're hoping, by ignoring you, that you just go away?
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