Toys "R" Us Reviews 311

Online ordering is A BUST!!!! Do not use. Wish I would have looked for reviews before ordering. My order has been “processing” since Nov 21st. You cannot cancel the order and I sent an inquiry about status which recd no response. Worst online experience ever!!!!

I made a purchase online at the beginning of November and have had nothing but issues since then. One of my items could not be shipped they stated none were available meanwhile this item was listed as available online during the entire process. I then received an email stating half of what I paid for said item would be returned to me. I called the customer service number, waited on hold for 20 minutes (‘‘tis the season) to be told that the email I received was a glitch. The agent then assured me she would set up a new order for the item that didn’t ship and price match it for me. She stated the full amount would be taken from my account and when the item shipped it would be price matched. It shipped at full price.

Today I received the other items that I had ordered. Items are missing while others are just wrong. I understand it’s a busy season and accidents happen but to have 4 or 5 mistakes in a order containing 8 items to begin with is just absurd. So I call customer service again wait on hold for 30 minutes the agent answers and before I can finish my sentence she hangs up on me or line disconnects. So I call back wait the 30 minute que again and the line goes dead. So I am now once again on hold waiting to see if I can get someone from this company to respond to me.

Wish I could give them 0 stars .. Their customer service team is so clueless. First off, they don't take their giftcards for online purchases and you cant even use them to do an online order in store either? So you have no choice but to use gift cards for in store or make another trip to the store return your items and re-purchase using your gift cards. The ladies in the store said their online shipping is fast and would take 3-5 business days to receive. Well i'm on day 3 now and it hasen't even left the warehouse! I cannot look up anything about my order online and it takes over half hour to get through to customer service. SO glad i didn't register with them. Just had some people buy things from here instead of my registry. Worst company to deal with. The gentleman i was just speaking with on the phone said i'm currently on business day 1 because i didn't count business day zero? What is business day zero!!??

NOT IMPRESSED and will definitely not use them for future purchases.

I ordered 4 items and received 3 of them. One was suddenly cancelled even though it was in stock when I ordered it. It wasn't sent along with the rest of my order and finally I was notified that it was now out of stock and therefore cancelled. Another complaint I have is that I spent more than $49 and should have gotten free shipping, but because they shipped one of the items separately I was charged shipping for it anyway. I will never order online again, and I doubt I'll buy anything from the stores again either.

I ordered a toy for my grandson's birthday 10 days ago and the item hasn't left the warehouse yet. My order has been cancelled, re-ordered and will sit in the warehouse waiting for a tracking number for another 3 days before it gets on a truck to be delivered (maybe). All this with no communication with me at all about the status of my order. The link to the status of my order in my email always displays "PROCESSING". No emails are ever sent about the status of this order. Of course it's processing, but where in the process is it is what consumers need to know and you will never know this from Toysrus. They don't communicate the information and their links are static. I phone them every day now and the order doesn't move any faster than if I didn't phone. Very very very bad service and with all that, I missed my five-year-old grandson's birthday. Still waiting for the item and was told it would be another 7 days before I get the item I purchased. He might get it for Christmas?

Lost toy on transit. Company unwilling to send new toy. Customer Service kept me on the phone for ages, said they would send new tracking number .They didnt. Frustrating experience . I will Never shop there again!

On time delivery?!!! GOOD LUCK!
I ordered couple of overpriced items under baby registry , got charged $6 for delivery while the website says no shipping charge for over $45. It's been 8 days and no tracking number! (Website says 5-7 days).I sent an email to customer service to get only an auto reply.I called customer service and after long time waiting, they confirm that I won't receive it before the baby shower. No compensation was offered and now I have to go and shop in last minutes. I thought the registration is for easier and more convince shopping but turned out to be a nightmare. So thank you "Toys On Us". I'm going to Walmart and pay much less for the same items.

I couldn’t even give them 1 star, I just did in order to write this review. I ordered online for the first time and it’s already been a nightmare! Calling their customer service hotline is even worse than a nightmare. 45-minute hold time, not to mention a couple of times having to call them back because the connection gets cut off. It’s been 3 days and my order still says “processing” and it’s something we need for a trip next week! If it hasn’t been shipped yet, I am sure we will not be receiving it in time for our trip. When I placed the order, it was in stock, which led me to assuming that it will readily be shipped. The representative wasn’t helpful at all. He told me to wait and just call back on Monday if my order has not been shipped by then. He couldn’t even tell me the real status of my order. I don’t have time to keep staying on hold forever when I have a baby to take care of! I will NEVER order anything from them again! I had such a horrible experience I will probably not even buy anything again from their physical store as well!

Will never shop here again I hope Amazon puts them out of business tommorow. They lie about the delivery date and lie some more when you call to complain. Never have I been this frustrated with a company I have no clue how they are still open.

1 star is still one star too many for the Edmonton south location. I will celebrate the day that they close their doors knowing they won't be taking advantage of people anymore.

Unbelievable....

i hate you so much i just cry

To put it short..extremely disappointed. I tried ordering online and glitched. I wasn’t able to select a pick up location. Called customer service and went through a long painful process for my order in which I could only place 2 of my 4 items at a specific location. I was asked for every personal piece of information in order to process. Within an hour I received an email indicating that one of my items had been cancelled??!!!! I call customer service again..they explain that it is not available at the location the other rep just told me it was..really! You would think that maybe this would be important info customer service might have? So I cancel my last item cause at this point I’m just done. She then tells me it’s going to take up to 3 business days to get my money back! Seriously..I just don’t believe it..oh and followed by a “can I help with anything else” hahaha. Here it is ..I have been a long time customer and this just seems unacceptable, especially with so much other options. I have decided that we will be switching to Mastermind. Thank you.

Customer service was great. I had a problem with a toy that I purchased and they immediately rectified the issue. can't say enough

customer for life!

I wish I would have the option to choose ^no star^. When I asked a supervisor to open up a box to take a look at a trike as there was none on display, she refused because if I wouldn’t buy that item at the end she would have to sell it with a discount to somebody else. Ridiculous, because the are selling worn, dirty, torn and ripped display items for almost the original price!!! She promised to see what she can do, but never came back, besides that her tone and the whole attitude was unfriendly and completely unacceptable.
I ended up buying that trike, taking it to my car, opening the box , checking the material of the seat which was on top of the box and returning it within 5 minutes after buying it! I saw the guys taping up the box and taking it to the back.Tell you, it looked like new!. Do you seriously believe it will be sold with a discount???!!!
Luckily the guys at the register provided excellent Customer service, so I left the store with a little bit of positive impression.

I'm very disappointed at the quality of the toys. Bought a guitar on the 24th. It played sounds for about an hour. Returned it on the 26th and I got a new one. It did the same thing. I did not bother returning it this time. Cos I am convinced that the quality is bad. I'm very disappointed because I thought your toys would be the best since it's your speciality

Be very careful as to who you speak with when purchasing extended warranties..We were lied too and advised that parts would be replaced on our double stroller and now they state they will be replacing the item.. the problem is we purchased this item at a discount because it was a returned item and was told that if we purchased the warranty we would get part replacement on this stroller and that would cover any worries about the returned stroller.. now they want me to dispose of my stroller first and because it’s a high risk item we need to purchase a new one at regular price and they will eventually give me a credit for the original price I paid.. my problem is that’s not what was told to us and now that it’s a year later they are deciding that this is the new rule.. i am extremely disappointed and encourage others to find other ways to buy your product.. DO NOT PURCHASE FROM TOYS R US SUDBURY

I had such terrible service with them. I made a baby registry about my 4th month of pregnancy. I went back at 8 months to add another 40 or so items in store (as adding to the registry online does not work). The woman who I gave my scanner and registry info to lost all the information. It took me about two hours of walking around with my toddler in tow. When I emailed customer service about it they said I could go back to the store or email them the numbers of EACH ITEM and they could enter them online. Who the hell writes down codes for 40 items when making a registry? It’s supposed to be easy and simple. When speaking to the assistant manager he said he would talk to his IT team and get back to me. 5 business days later. 7 days total as it was a Thursday I talked to them, I had to call back to see what was happening. They offered me 25% on any items left over after the registry. I have a huge family and am sure every item will be purchased so this 25% is not even helpful. What a waste of time and energy. Will
Never be going back here

Ordered something from a baby registry which was supposed to be delivered to the registrant's home address and after 4 weeks realized they never got that item. Contacted their customer service and spoke with someone and she said she would request to expedite the delivery with Canada Post. Two days after got an email from Toys r Us informing me about the pick up by Canada Post. Waited for a week again and nothing showed up. Called Toys r Us customer service again and as per her they are investigating and she also said she would update me. Again called them the day after and they had the same response. She advised me to call Canada Post to make things move faster. Contacted Canada Post and as per Canada Post, they could not locate that item. They asked me to contact Toys R Us and again contacted Toys r Us. Spoke with their supervisor and they are still investigating and I have to wait for their response after investigation and that could take up to 15 days. Almost 5 weeks passed after ordering the item. No responsibility towards the customer and their customer Service SUCKS!!!. Who is going to compensate me for the inconvenience?

i UNDERSTAND WHY TOY'S R US IS GOING OUT OF BUSINESS!!! MY GRANDSON IS TURNING 8...WE ARE HAVING A ROLLER SKATING SUPERHERO COSTUME PARTY FOR HIM TOMORROW. SINCE OUR GRANDCHILDREN DO NOT HAVE THEIR PARENTS IN THEIR LIVES WE (GRANDPARENTS) STRIVE TO MAKE ALL BIRTHDAYS AND HOLIDAYS SPECIAL FOR THEM. HE WAS LOOKING FORWARD TO HIS FIRST "REAL" BIRTHDAY PARTY. THIS DAY WAS SO IMPORTANT TO HIM AND ALL THEY COULD TELL ME WAS "I'M SORRY"! UNACCEPTABLE AND THEY HUNG UP ON ME!

I ORDERED HIS COSTUME ONLINE AND PAID FOR EXPEDITED DELIVERY TO ENSURE THAT IT WILL ARRIVE ON TIME. I CHECK THE TRACKING AND NOTICE THAT COSTUME WILL NOT ARRIVE FOR ANOTHER 4 DAYS. i CALL TOY'S R US AND THEY CONFIRM THAT THE BIRTHDAY BOYS BLACK PANTHER COSTUME WILL NOT ARRIVE ON THE SCHEDULE DATE. ALL THEY CAN DO IS REFUND MY MONEY...I ASK IS THAT ALL YOU CAN DO... THE BIRTHDAY BOY WILL NOT HAVE A COSTUME (THE BLACK PANTHER COSTUMES ARE REALLY HARD TO FIND) FOR HIS BIRTHDAY PARTY. I INQUIRED AS TO GETTING A COUPON OR CREDIT SO THE BIRTHDAY BOY CAN GET A GIFT FOR THIS INCONVENIENCE AND THE REPLY WAS NO!

I SHOULD HAVE KNOWN BETTER.. THIS HAS HAPPENED BEFORE A FEW YEARS AGO DURING CHRISTMAS TIME, AT THAT TIME I BLAMED IT ON THE CHRISTMAS RUSH. I HAD NOT ORDERED AGAIN FROM THEM UNTIL NOW. BUT NEVER AGAIN...

Tyrone Blvd toys r us is closing. I went there today to hopefully save money on a birthday present. The sign outside says 50% off everything. This turns out to be a lie! Most everything I saw in there was 20-30% marked down. The toy I found that I thought my grandson will like was normally $34.99 and I paid $ 24.49. When asked about the usual 10% savings for using a toys r us credit card I was told they only give the discount on Thursdays. I didn't think I've always shopped there on a Thursday before. But I always seemed to be getting a discount. This is not such a great closing sale!

I have been trying to have my case escalated to reach a supervisor about my order from November, with no resolution. When initially inquiring about my order I was disconnected by an agent. I have even been disconnected by reps during my chat while inquiring I have called in and chatted multiple times. Each time promised that I would get a follow up in 3 days. Agents on the phone and chat do not seem to care about taking the time to follow through or follow up, just get you off the chat or call ASAP with no resolution.