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172 Reviews & Complaints

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Posted by Artemis814pa on 07/24/2013
ALLENTOWN, PENNSYLVANIA -- I went to Toys-R-Us at Christmas time because they had promo gift cards for certain items. I purchased more than I originally wanted and racked up a $40 gift card. At check out, I specifically asked if there was an expiration date. He said, no. It's a gift card. Cool. I'll save for my step daughters birthday in July. I took card n put in the compartment in my purse for future use, grabbed all my bags and kept it moving; long lines!

I went to use it for it's intended purpose and it expired in February. I would have let my son use it long ago, had I noticed! I never looked. He answered my question. Rang me up. Card went away.

I contacted customer service thinking they would have good service like other retailers such as Amazon and replace my card. Ha! No assistance. Just an apology. I informed them neither me or my family will shop there again! With stores that have same or better prices WITH better customer service, I don't need them!

Terrible customer service. If you ever have a bad experience with customer service, LOOK ELSEWHERE!
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Posted by DebtorBasher on 2013-07-24:
You can never go by anything verbal like that. During that time of the year, they hire extra seasonal employees and they will tell you anything to keep their lines moving. If it was a regular employee, they should have checked before telling you. Anytime you get something verbal like that, it's best to check for yourself by calling the number on the gift card, or read the back for the information.
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Not Happy With the Protection Plan!
Posted by Lmanzoguess on 07/22/2013
WEST COVINA, CALIFORNIA -- I'm not very happy with the Buyer Protection Plan that was sold to my husband and myself when we purchased our Graco Ready2Grow stroller. I bought the stroller in Feb 2013 and after getting a 25% discount for trading in an old pack n' play the sale price was $149.99. Then I added the protection plan for $24.99. The cashier explained how the plan worked and we thought it was great to pay $24.99 instead of full price of the stroller ($199.99) if we ever had to replace it for whatever reason.

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

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

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

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

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

I am now worried about going and spending money out of pocket to replace the stroller and not receiving my reimbursement. Not only would I be out $50 plus tax (which I would have to spend anyway when replacing the stroller for full price [even with the gift card with the replacement amount of $149.99]) but I would be out $149.99 for the stroller and the $24.99 for the protection plan (which should be covering at least $149.99 of the $199.99 that I will have to spend to replace it). In total I would be out $224.98 instead of just $50. This would all be avoided and I would be much happier and much more satisfied if they would just sent me the gift card with the replacement amount of $149.99 like we were told would happen if we ever needed to call in and make a claim on the item.
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The Worst Experience Yet
Posted by Judyelisj on 07/19/2013
QUEENS, NEW YORK -- This product was the worst item I've ever bought in my life. It is not worth a cent. Toys R Us should receive a penalty for selling such a high priced product and such low functionality. My son just used it once and the input plug turned out defective. I purchased 2 of them & they both have been exchanged after over 3 months. If only they would have the decency to refund the money back or a similar amount.

Horrible Horrible Company & service! Never Again!
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Posted by John Nicholson on 2013-07-19:
You would be much better off just buying a 7" Android or even a more expensive Galaxy or Kindle Fire, etc.
Posted by NEW on 2013-07-22:
We are the company who administers Toys R Us protection plan and it sounds like you are having some trouble filing your claim. Please email us at help@newcorp.com with your name and phone number you used to register your claim and we can look into it for you.

Thank you,
NEW Customer Service Companies
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Gift Card Fraud From Buyers Protection
Posted by Jillianfawal on 06/19/2013
ONTARIO, CALIFORNIA -- I purchased an Apple Ipod for my daughter and also got the protection plan. Two months after my purchase the screen cracked so I was told to use the shipping label and return the Ipod, which I did. They said they received it and were issuing me a gift for the entire amount including tax. After over 2 weeks I never received my gift card. I called back and was told they would issue me a new one. Another two weeks, still never received it. I finally called again and was told that my gift card was used so I was out of luck. It was used at a location that wasn't even close to me. The supervisor was extremely rude and told me to go ahead and take legal action if I didn't like his decision. So I called Toys R Us corporate and spoke with a supervisor there who got a hold of buyers protection and within 20 minutes decided to refund all my money including what I initially paid for the protection plan.

Toys R Us and Buyers Protection are separate, which is why Toys r Us was able to help me, I'm glad I got this issue resolved, however I WILL NEVER PURCHASE buyers protection plan again. They are scam artists and thieves.
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Posted by Jon Mcman on 2013-07-25:
might interest you to know, I was at the toys r us the other day close to closing time and I heard a manager yell at the cashiers for not selling the protection plan. If it is a service they offer and if people don't want it why are they giving their hardworking cashiers crap? I was there for a while I saw how hard they work and how efficient and friendly they are so why all the fuss? I hope they aren't pressuring them to sell as the buyers protection people are the scam artists not the poor cashiers who are only there to work and pay of school and life stuff. If that's the case there needs to be a consumer revolution!
Posted by Me on 2013-08-06:
John they do pressure them big time to get the protection plans, credit cards, and rewards. If they don't meet weekly goals they're reprimanded by having hours cut. Yep.
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Extremely bad customer service based on pure assumption
Posted by Petallina on 06/15/2013
BURLINGTON, CALIFORNIA -- To all consumers,

As I work at a company that has strict policy and procedures, I would like to start off with the fact that I am fully aware of return policies and what items are not returnable. I had a difficult labor of 20 hours and upon arriving home from the hospital I wanted to do everything possible to breast feed, I began to nurse. The same day, I advised my husband that in the event that I would like to pump and store the milk, I would like to look into purchasing a breast pump and keep it handy for when I can use it. So, he went to Baby's R Us and spoke to a really nice informative sales person who gave him enough information about the product. My husband also called me from the store in which I as well spoke with the saleswoman who explained the products features, she informed my husband not to open it unless we are surely going to use it, otherwise the item cannot be returned.

It was quite the investment at $500.00 but we made the purchase determined that I will use this product one day. My husband brought it home but I never decided to look at this item because I had a full description when I spoke to the lady on the phone, so there sat a $500.00 item completely untouched in the bag with the receipt. Within the next 3 days I had excruciating pain from the recovery and was given high meds to cope, I was told I could not give my baby breast milk because of the meds in my body. I told my husband that day to return the breast pump to the store and we can always buy it another time. I did not expect the following events to take place.

As I was at home dealing with my pain and trying to care for my first newborn child, my husband calls me all upset, they were NOT accepting the breast pump back. I was furious! As my husband entered the store with their clear bag, an older lady at the counter automatically told my husband, " you cannot return that" already jumping to a conclusion that the item was opened, I fell sick to my stomach when he told me this. She had not even seen the box. Then my husband said what are you talking about? Yes I can, the item is not opened? She then proceeded to call her manager, yet another ignorant employee. The manager looked at the box and accused my husband of tampering with the box. (Meanwhile I was on the phone hearing this) Despite the pain I was going through I told my husband, let me speak to her, I explained how we never looked at the box when we purchased it, what was wrong? She said the seal looked as though it was tampered and the box edges were not flush? This only got me more furious! It's not our problem that the box had a manufacturing defect! She accused us of something we did not do. I even mentioned my personal situation and who in their right mind could even afford to do something like that when they know that they cannot return it once opened, it sure as heck was not cheap!

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

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

Going back to the bad Baby's R Us location, The customer service line served as no help, she mentioned a complaint will be put through and it will be brought to the store managers attention, as far as I am concerned, nothing was ever done. Be careful when purchasing any big item with the spider rope or even just the regular sticker seals, the boxes even get damaged coming off the truck which is Not the customers fault! I felt so degraded, insulted and hurt to be accused of something I did not do. Based on my rating below, it is not all store locations, just the one in Burlington.
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Worst customer service. They stole my money
Posted by Dayannechang20 on 06/06/2013
I purchased 20 cans of formula, they were all dented and the rotted milk all over the box. I called them over a month ago to let them know and they keep telling me a refund should show in my account from 3-5 business days. I keep calling them every week and nothing gets done. I don't recommend babies r us/ /Toys R Us. Go to buy buy baby, they are great.
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Posted by Soaring Consumer on 2013-06-06:
I suggest disputing the credit card charge.
Posted by Buddy01 on 2013-06-07:
It is possible they are trying to stall you until it is too late to dispute the charge.
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Rude Manager and Associates
Posted by Celticromancequeen on 03/29/2013
HOUSTON, TEXAS -- I went to store # 7031 3/28/13. I asked the associate ringing up my item if the discount had been given – all he had to do was say yes instead – he was rude and inconvenienced me – Instead he said – “No, it’s buy one get one 30% off – the sign clearly said all scarris dolls – 30% off – no bogo at all. He sent the manager to check it out – as she was gone he continued to be rude to me so I left to make sure she knew what the issue was. I was surprised to find she didn't care – Tonya does not require associates to know promotions – Tonya not know promotions even though she is the manager of the store - she made that clear – Tonya does not require associates to ring people up in order – I had to wait while he rung up several people who came after me – because I knew the price of the item and the associate didn't – Tonya doesn't require the associates to be friendly or helpful and she’s fine with them being extraordinarily rude.

I went through all that for no reason – it turns out the discount had automatically gone through – so the associate gave me wrong information twice – the associate remained very confident and cocky in being allowed to give wrong information – he never apologized or showed any remorse and Tonya supported his actions and his attitude in full. She does not feel as the manager that she needs to know promotional information either – this promotion began four days prior to this incident on one of the biggest sellers they have – the monster high dolls and she had no knowledge of it even though the sign had been in her store for four days.
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Posted by JR in Orlando on 2013-03-29:
I am sorry for your experience. It was nice, however, that the store rang up other people behind you while waiting to verify the price. It was nice of you not to complain about that at the time and graciously let others go ahead.

There is nothing worse then standing in line and some price question comes up, so everyone has to wait until the price is verified. I wish more stores would do like Toys R Us so that customers behind could check out while the price issue is settled.
Posted by Chaparrita on 2013-03-29:
It's impossible for the employees to know every single price of every single item and promotion. That's why they have to go verify it. And you got out of line to check on the other employee. The sales associate did no wrong in ringing up the people behind you. Personally, I wish more did that. Nothing worse than waiting in line for 30 mins cause the customer at the front has an issue.
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Gift Cards, Promo Codes, Online Purchases
Posted by Goonie_b1 on 02/04/2013
ONLINE, CALIFORNIA -- I was on the phone today for about an hour with a customer service representative for Babies R Us.

I was trying to place an order for crib bedding that is only available online. However, it was not allowing me to use my 10% coupon sooooo I called to place the order online. THEN, after I went through the motions of giving the representative all my card info and promo codes, she couldn't process it because there is no expiration date listed on the Babies R Us card. ARGH! Oh, and because my gift card was run, that money can take up to two days to be credited back. Also, I read that if I have the item shipped to the store for an in-store pick-up, I cannot use my gift card. Although the representative was incredibly kind and patient, I was extremely frustrated. I was given the option of placing the charges in another card but that would've defeated the purpose of what I was trying to do - charge it on the Babies R Us card. Incredibly disappointed that I will not be able to purchase my daughter's crib bedding on time for her arrival. :(

I am due to give birth in a few weeks.
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Posted by clutzycook on 2013-02-04:
Congrats on your impending new arrival! I'm sorry your crib bedding won't be there before your baby either. BRU and TRU have some rather Byzantine restrictions to using their gift cards and discount/rewards coupons. Is that particular bedding only available at BRU? Try looking at other stores/websites for the same or a similar type. Even if you can't find it, your baby will be just fine with whatever bedding you have.
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Mediocre Customer Service No Return Policy
Posted by A_kinorev on 01/06/2013
HATO REY -- I had a very disappointing experience yesterday in Toys R Us Hato Rey Puerto Rico I recently purchased a 7 inch Tabeo Tablet for my daughter during the month of December. The thing is the equipment turned out to be defective tablet won't turn, the screen didn't work. So I went yesterday to the Toys R US Where I bought it the one in Hato Rey, Puerto Rico, to have it exchanged by another tablet or for a refund. And not only did I wait sooo long in line I was attended by this obnoxious assistant manager, whom which after looking @ the tablet just simply told me she couldn't accept the tablet because the manufacturing company wouldn't accept it. I told her the Tablet had arrived like this yet she didn't do much or anything to help out in this situation. All I can say is that Toys R US.. should emphasize more on customer service which is very low quality, they don't seem to hire a lot of employees although the stores are very big. Sometimes you have to walk around for a while through out the whole store in order to receive some assistance by a employee. As far as this situation I feel totally robbed/Scammed for my money. Employees are supposed to assist customers diligently and efficiently on any situation. But I just sensed they don't really care even though my daughter was next to me while I was trying to exchange the item ( Which obviously made her very sad, she wouldn't stop crying on the way back home.) I simply don't understand why wouldn't Toys R US exchange my item or give me a full refund it seems there always some sort of controversy or excuse to their own benefit when it comes to exchanges or refunds. Other stores like Game Stop, Electronics Boutique, Wal-Mart, Amazon won't give those obstacles when it comes to exchanging a item which they also sell a whole lot CHEAPER. Iam beyond indignated because the store manager totally wiped her butt with my receipt ( The purchase had been made less than a month ago) And even though she did admit the Tablets were in fact coming with defects she declined to offer any assistance or a exchange, refund, store credit whatsoever. Usually I never really buy often in Toys R Us... because there isn't located where I live & because I don't find the prices of the items cheap or affordable.. compared to Wal-Mart or K-mart or Game Stop, AMAZON. But this incident totally made it for Iam never BUYING ANYTHING ON TOYS R US ... EVER AGAIN.. and will give NEGATIVE RECOMMENDATIONS to relatives and Close ones based on my Personal EXPERIENCE. I WILL NEVER BUY HERE EVER AGAIN. EVER AGAIN, EVER AGAIN. THEIR RETURN POLICE IS A VERY FICTIONAL POLICY.
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Posted by Soaring Consumer on 2013-01-07:
I suggest disputing the charge with your credit card company. You are absolutely right that store employees should not be refusing to honor their own return policy let alone make excuses about it.
Posted by madconsumer on 2013-01-07:
was it over 30 days between the purchase and return?
Posted by At Your Service on 2013-01-08:
While disputing a charge transaction seems to be a very common response on this site, I might respectfully suggest that it is not something that can, nor should, easily be done. Unless there's an actual case of fraud, a bank is not likely to find in favor of the card holder.

Retailers have a right to set their own return qualifications. And even though you may think other retailers act differently, you might want to search this site and around the web to see differently. As far as them being cheaper -- with respect, I think we all realize that is not actually the case. Sometimes you may find a price better one place, other times you will not.

It sounds as if the problem with the tablet was very apparent upon inspection. It's unfortunate as it was for your daughter. Maybe you can save up and replace it sometime soon. Hopefully so.

Best of luck.
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Deceptive Selling
Posted by Jayfra2004 on 12/06/2012
I purchased a toy online, which had a free toy offered along with the purchase. Toys R Us shipped the item I paid for and cancelled the free item which was the selling feature for me. A very underhanded way of doing business.
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Posted by Anonymous on 2012-12-06:
It's disappointing but it DOES say "while quanitites last". I understand your frustration. I had planned on getting my 1 year old a Little People Race Track and 2 weeks ago Toys R Us had a special promotion giving you a free Little People Taking Sounds Zoo with any Little People purchase. Well that sealed the deal and I went ahead and ordered the race track and $150 worth of other merchandise. The free toy was automatically added to my cart. The Little People race track was sold out at my store so I opted to have everything shipped but pay cash in-store.As soon as I hit "submit", I got 2 e-mails from Toys R Us, 1 confirming my order and 1 canceling the free toy! I was pissed! I'm glad I chose the "pay in store" option because they automatically cancel your order if you don't pay in 48hrs. So it saved me the hassle of calling & canceling the order. 2 of my friends had the same problem that day and their free toy was cancelled as soon as the order was submitted. I almost want to believe that TRU is deceptively advertising these free items knowing they are out of stock, with the hope that people will place orders and not cancel them when they find out they are getting the free toy.
Posted by At Your Service on 2012-12-06:
Contact them to find if they would be able to still send the additional free toy. If it was advertised as limited, they may not. In such a case, return the purchased item for refund.
Posted by april on 2012-12-17:
call them and find out what happen they messed my on line order all up i bought a online scooter an received a empty box they say it was all sold out online thank god my local store had in stock
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