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Return Policy
Posted by Martimp27 on 06/26/2008
SIOUX FALLS, SOUTH DAKOTA -- Little Tikes 18 x 48 InZip Pool was purchased for $529.59 on 06/02/08. Pool was set-up on 06/14/08. Product was used once. On 06/21/08, we noticed that one of the vertical pool rods had bent in the middle. On 06/26/08, the pool sprung major leaks around two of the port hole windows. I call Toys R Us and spoke with Customer Service Associate Ann Marie. She frequently put me on hold to speak with her manager. She stated that because we did not purchase the extended warranty we could not return a defective product to the store within 30 days and we would need to call the manufacturer. She stated that there were signs at each register that were recently posted on the 9th. She still could not return the product. I asked to speak to her manager. The Manager was extremely rude. He stated that the policy was clear and that the policy was available at the returns desk before the 9th. I asked if we could exchange this pool for a different one and get a gift certificate for the difference. He said no. I advised that I was filing a complaint with planetfeedback.com, the BBB, consumer affairs and the corporate office. He advised that "everyone says that". I told him that this was why Toys R Us keeps closing stores like they did in Sioux City, IA because Walmart gives better customer service and he would be lucky to have a job in a year. He said, "Whatever" and hung up.

I called Little Tykes customer service they offered to exchange the pool after we provided supporting pictures and it could be shipped (approx. 4-6 weeks). I told them we lived in SD and summer would be over in 4-6 weeks. The supervisor and asked for a refund and he referred me to their returns department and said he could only exchange the product with the above restrictions. He would not send the product overnight or make any effort to resolve the issue. I called the returns department at 1-800-321-4424, x3024. I left a message and they called me back 6 hours later. This representative offered me a redemption check (you have to use it to buy little tykes products). I asked her what I was possibly going to buy with $530.00 since Toys R Us was the only place that sold this Little Tykes pool and I wasn't going back there. She didn't know. Her supervisor was very polite but still unwilling to resolve my issue. He said to get a refund he would need to escalate the issue to his corporate office.

I again offered to have product sent next day air (We are having a 4th of July party at my parent's where the pool is located so timing is very important). He could not do this. He said the returns department would contact me in 3-5 days. Bottom lines - neither company supports the products if they are defective.

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Posted by jktshff1 on 2008-06-26:
they gave you a couple of reasonable options that would work.
Posted by sophie12 on 2008-06-26:
Because of health and safety (mold) retail stores cannot take back open pools. The Little Tikes product you are talking back has a notice on the box to not return defective or damage product to store, but to contact the manufacturer. Toys R Us has their policy posted in their seasonal section and at the registers that they can not take pools or water slides back in the stores. So ToysRUs is not at fault here they are simply following the manufacturers mandate.
Posted by yoke on 2008-06-27:
Sounds like someone will nver be happy. They are giving you a new pool or $500 in toys what more do you want?
Posted by heaven17 on 2008-06-27:
Free toys for life, yoke! What else?
Oh, and a written apology to, uh, hang on the wall or bronze or something...
Posted by Anonymous on 2008-06-27:
TRU sucks.. there's no other way to put it. Time after time people are getting the shaft from the likes of TRU and Target. It's really sad things have gotten this bad. It's tales like this one which force me to proclaim --

Smart people avoid Toys'R'Us. You should too!
Posted by yoke on 2008-06-27:
Lois, how was this person getting the shaft from TRU? The person was told to go to the manufacturer and the manufacturer was willing to give her a credit so she could buy another pool. IF the person bothered to read the box the pool came in they would know to call the manufacturer and not TRU. How is it TRU's fault the person did not do that? Another person who has no right to shop at TRU or Target since they have the attitude that they do not have to abide by the return policy.
Posted by sophie12 on 2008-06-27:
good post Yoke
Posted by DigitalCommando on 2008-06-27:
Hey, if you dont want that pool, bring it over here and we'll put it in the m3c courtyard. Who's got the hot dogs?
Posted by Riverhawk on 2008-06-28:
Some people are narrow minded and expect the world and that rules or policies just don't applied to them. TRU did nothing wrong here in contrast to what some believe.
I see people everyday try to bring back items that is PSAT the 90 DAY return time which the return policy explains on the back of YOUR reciept if you shop TRU or BRU how many other stores do that for you. Yey many of you think even without a receipt a store should take the item back . Tell,me how do you prove you even bought that item at that store, with a receipt dummies thats what they're for you and the store so they're giving out money for an utem not bought there. I'll bet you saw the special policies on the pool , but choose to ignore them so it's your own dam fault not TRU.
Posted by Anonymous on 2008-06-29:
WOW just WOW What an entitlement queen. You were given options. Pick one.
Posted by Krickey on 2008-07-02:
Wow really? The only thing bad here is that the manager was rude, which given the stench of entitlement from this write-up, I doubt he was. My store took back a ladies pool just fine a few months ago, she bought the BPP plan though.
Posted by Riverhawk on 2008-08-01:
Krickey- how do you know the Mgr was rude because this customer says so. It's been my experience that when a customer gets upset with employees or the Mgr's 90% of the time they embellish what happened to their viewpoint and only 10 % of the time tell it like it really happened as I've witnessed this over and over in my many yrs in retail.
Posted by Krickey on 2008-08-19:
Riverhawk, don't skim my posts please, I put a little add-on at the ending stating that I doubt he was rude. -_-
Posted by Riverhawk on 2008-08-28:
MY bad didn't have my galsses on. What I see in our store is most always the associate and mgr's are polite , but the second a customer(I don't refer to them a Guest which is what TRU & BRU requires us to call them as most wouldn't be a guest in my home) doesn't get what the want both the associate and mgr become the rudest person in the world therefore you see it's all based on perception whether the customer get there way or not.
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Bad Experience,will Never Recommend It to Anyone
Posted by Mindyl1978 on 12/28/2013
MARYLAND -- We bought my son a Tabeo tablet for Christmas. He was so excited to get a tablet, but little did we know that it will not connect to WiFi. It freezes and shuts off, and when I called the support line it is busy and it NEVER rings.

Then I sent an email to try to get help the email it is not a real email, so, I went on my computer and found a number for Toys R Us customer service. I got through and they asked me what the problem was and I told them. They went silent for about 5 minutes. I had to continue to ask if they were there.

When they decided to talk to me, they said it is very busy this time of year and to keep calling. I'd like to say, it is very sad they have CEO for this company and they do nothing to help their customers with their complaints.

We are the reason they are still open, they do not mind taking our money they just do not want to help us when we have a problem. I will never ever buy from them again, their customer service is very bad and I say this to the executive staff, why are you not helping your customers that are having problems?
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Posted by Alexbrezzy2123 on 11/26/2013
Sheryah was so patient and nice to me with my long layaway problems/process.
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Fraudulent Transactions
Posted by Marilynsecure on 11/13/2013
ONLINE ORDERING, NEW YORK -- Ordered baby bottles on line, my account was charged three times, Luckily my bank cancelled two of the transactions, paid $29.00 for express shipping on November 6, 2013, today is November 12, and still no delivery. The worst customer service does not even explain my week of misery from this company, they are rude, degrading and thieves. This order was cancelled on Friday, November 8, 2013 and they charged my account again on Monday November 11, 2013. After calling the corporate number I was assured the order was cancelled on Friday, so why in the #$%# is my account for the fourth time getting hit????? When I asked for the Corporate phone number I was told by one of their representatives that they did not have that number, I had to find the number through research. This went on and on for most of last week and now this week so far. Ordering or canceling online should not be this difficult. What is wrong with this company?

Today, November 12, 2013 I was told I would get a call back before the end of the business day and never did so tomorrow I will call yet again here we go again....what a nightmare!!!!!

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No Barbies For My Little Girl
Posted by Christine1967_30 on 07/24/2013
AUGUSTA, GEORGIA -- I was on mission today to make one special little girl's day.
I was told she would love to have a Barbie Doll. I went to to the ToysRUs store in Augusta GA, because it is the biggest store around and I was sure that I could find what I needed there. Well I was wrong !

After looking for about 15 minutes for a black barbie doll without any luck, I called the manager over. He informed me that all he really has are some that are in bathing suits. And that is all he had in. Really, I am so disapointed that my friend's 4 year old little girl will not have a Barbie now. I think ToysRUs could do a way better job than that.
Especially, since there are 200 white dolls on there shelves in any shape and size.
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Posted by clutzycook on 2013-07-24:
It may be that they aren't very high sellers.
Posted by yoke on 2013-07-24:
True clutzy or it could be they were very high sellers and were out of them.
Posted by clutzycook on 2013-07-25:
That's true too. I wonder if there were a lot of empty shelves where they would normally be.
Posted by SteveWiginowski on 2013-07-25:
I remember working at TRU and experiencing this issue. Sometimes we'd be all out of white dolls, sometimes we'd be out of black dolls. It was always funny if it was a white parent looking for a white doll when only the black ones were left.

The parent would ask me if we had any dolls left. I would show them the doll that they were looking for. Seeing only black ones left, they'd whisper to me if we had any white ones left.

The reason it may seem like there are so many more white dolls than black dolls could be due to what they have in stock. If they sold out of the black dolls, they won't leave the spots empty on their shelves. When shipments do come in, I believe that all of the dolls are put in the same boxing, so it's not broken out by color.
Posted by vicky on 2013-12-26:
I went in a two toys r us's by our house before Christmas looking for a black barbie and neither of them sold any, it was upsetting, my grand daughter wanted one that looked like her cousins. so after i looked i asked an employee there and she pointed out not only do they not have black Barbies but that the only black doll they had were baby alives, and some there cheap baby doll. TARGET SELLS BLACK BARBIES.
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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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