Toys "R" Us Reviews 311

They are a mess. Worst customer service ever, so convenient for them to not have a customer service number so they can ignore all issues, is just BRUTAL. I will never buy anything from toys r us again. If you want things done properly and receive your purchase better buy it in Amazon, if there are issues they do have a customer service phone number

I would give zero stars if I could. Every single year before Christmas I order gifts for my children and for my nephews and nieces and every year one or two things doesn’t come. I order a month in advance I called two weeks after and they say oh it’s on its way. Then the week before a call and they say oh it’s getting shipped from the warehouse. Then I call after a few days and they told me it’s unavailable and that there’s nothing they can do about it. Why do I have to chase them after paying for a product. And their new customer service is the worst. They don’t even have a phone number Only a chat option and it disconnects every five minutes so you have to restart and they hide behind the computer because they don’t want to help you. The only help I got was here I can give you a number of different Toys “R” Us locations and you can call to find out which has your product. This is something they should be able to tell me I shouldn’t have to do the work after having paid and chasing them.

Terrible customer service! I purchased 12 items online and needed to make a correction to shipping address. Contacted customer service via their online system 3 times and never heard back. I then called one of the Toysrus stores to see if they can give me a phone number to call and they said the only way to get a hold of customer service is online. I told them I've emailed 3 times with no response and they just recommended that I keep emailing them until I get a response. Anyhow, they ended up delivering to the wrong address a week later and I had to go through the trouble of hunting down the package. I then looked in the box and noticed 2 items are missing even though its on the delivery slip and they charged me for it. I sent another message to customer service and have yet to hear back. So frustrating! Don't think I'll ever have anything delivered from Toysrus again. I don't trust their quality control and this has been such a waste of time.

i ordered a toy for my grandson and paid express delivery its been 10 days and i cant even get a response from this guys and the telephone no answer
i am going to call current affair let them investigated this guys i thought i by from Australian base company
i thing they are scammers

I ordered a kids cubbyhouse back in September was told would have it by October early November I contacted them asking about the item was told about covid holding it up , so I asked if I would have it by Xmas they couldn't guarantee that and asked if I would like to cancel the order I said yes thanks and they would have to contact zip pay to cancel that end a week later I was contacted again saying it's on its way my reply was sorry I cancelled the order then again had a message saying its on its way I again said I got one elsewhere as you couldn't guarantee I would have it by Xmas, cancel the order then today hi your order is on its way carrier unknown again I said I've cancelled this order 3 times already WHATS wrong with this company,and I take the 1 star back and give them a 0 and again they keep taking money from zip pay after I told them again to cancel this order .a bunch of rip off's now its time for legal action

The website does not accurately reflect store stock. Have purchased a few items only to receive an email saying my order has been cancelled due to the pickup store not actually having the items in stock. Can't trust their ecommerce store

Terrible website. Ordered off my sisters baby registrar and assumed it would send to her. Instead I got it on the opposite side of the country. Awful customer service. Emailed over a week ago about an order and still no reply. Returned in person and asked about them probably sending it to my sister and they referred me back to their horrendous website. Will never shop with them again. Shop local instead.

I am so incredibly grateful to Quida from the Toys R Us store location in Vancouver. I placed an online order this morning for a Liberty Paw Patrol car + action figure since it showed that it was in-stock. I was ecstatic because my 3 year old has been begging for that toy and her birthday is coming up. I was heartbroken and dismayed when I received a cancellation order e-mail.

I called the store to find out what had happened, and I was extremely fortunate that Quida answered my call. He quickly looked up my order number and was very understanding and helpful throughout our entire conversation.
He sensed how disappointed I was (my daughter adores Paw Patrol) and offered to check the floor to see if the item was in-stock at the store. He called me back to say that he had found it and would hold it for me!!
Apparently, the system did not process my order correctly.

I am so happy that I will be able to get the toy as a gift for my daughter's birthday!!!
Quida made this happen and I am very grateful! He went above and beyond and demonstrated amazing customer service skills. You are a rock star!

Was charged double for 2 stuffed toys supposedly on special and had to return to get a refund. Argumentative moody manager tried to tell me that I can't get refunded. Eventually I was re-imbursed but such unpleasant service has soured my desire to ever shop there again. CHECK your receipts BEFORE leaving the store. On the upside their Our Generation dolls are plentiful and in stock and all the accessories a child could ever want. I was hoping to get a specific Care Bear that was not in stock. Care Bears are huge with kids this year. I'll order online in future.

I bought a lot of products from this site, but the shipping is not fast and some products are not the same as pictures but before 2 weeks I try To buy a toy for my son on this site: demoum.com, he is very professional on customer service or shipping or quality. I recommend it

The shipping is expensive for a playhouse. Their free shipping service does not cover the playhouse.

Anyway I am happy with the product.

On July 20th, 2021, I went to the Toys R Us store in the south end of Barrie, (Park Place). I was there inquiring about Baby furniture for our new Grandchild. I would like you to know that I received excellent service at your store. I would like to point out the your Associate Fazeela was very pleasant and helpful to work with. She was very knowledgeable about your products. I would definitely be returning for any further purchases. Thank you!

Terrible customer service
Even tho I contacted ToysRUs 3 times about the wrong shipping address and even tho they said they changed it. Never received my item as it went to the wrong address
They also don’t post bad reviews on there website

The company censors reviews that harm their sales. My review was about a dangerous baby product and did not violate any guidelines or have any inappropriate language. Be wary of the reviews on that company, they also need to be investigated for removing reviews, this clearly prevents buyers from having the full picture and knowing what they're looking at is dangerous. The product was recalled and is even banned to be sold used on craigslist!

Terrible online customer service! I ordered a Nintendo switch for my son who saved his money from his birthday and also used a 10% off (got this because a product was back ordered then never came). Received a confirmation email. IAfter a couple weeks I was wanting to know if it was coming. Checked my status and it had been cancelled. I did not receive an email saying anything about it being cancelled. Emailed them to find what was going on and was told it had become out of stock after I had ordered it. Emailed them back telling them I was not happy and what about the 10% off for their “out of stock” from the time before. They then emailed me back saying it was my bank. Called my bank it had nothing to do with them. I know it’s covid times but come on people. Get your story straight.

I have ordered from Toys R Us since my oldest (23) was a baby. I have never had an issue with them helping if I have a problem. I've always gotten a refund if needed, they've tracked down my items for me and assured me they will help until I get my parcel or they will help with refund. I count on Toys R Us when it comes to any games for my kids, toys, family fun and more. I love ordering online, everything ships super quickly and comes right to my front door! I'm so shocked to see this low rating. I've been shopping with Toys R Us for almost 23 years and I have NO complaints.

We bought a stroller online at babies R Us for our first unborn baby. It was shipped and arrived yesterday. After reading all the instructions and guide we discovered a mechanism was not properly clicking. This was a safety concern. I refuse to place an infant within a stroller that is not properly clicking all its safety mechanisms. The next day I came to the Langley store at Willowbrook mall in Langley, BC. Upon arrival there was nobody at customer service. Then, I had to wait a few minutes (I am very pregnant) for someone to show up at their job. The lady took my receipts at told me to wait aside (still more standing while very pregnant) while a baby-R-Us employee come to check what was wrong. When the employee finally came she asked what was
We bought a stroller online at babies R Us for our first unborn baby. It was shipped and arrived yesterday. After reading all the instructions guide we discovered a mechanism was not properly clicking. This was a safety concern. I refuse to place an infant within a stroller that is not properly clicking all its safety mechanisms. The next day I came to the Langley store at Willowbrook mall in Langley, BC. Upon arrival there was nobody at customer service. Then, I had to wait a few minutes (I am very pregnant) for someone to show up at their job. The customer service lady took my receipts at told me to wait aside (still more standing while very pregnant) while a baby-R-Us employee come to check what was wrong. When the employee finally came she asked what was wrong with the item. None of the employees ever greeted me. I explained that a side of the infant carrier was not clicking into the stroller. In a rude tone she said "what do you mean is not clicking!" and started to fiddle with the stroller to fix the issue. The employee fiddled with the stroller for a few minutes. After a while she discovered the cupholder was a bit detached and it was affecting the clicking and proper attachment of the infant carrier. Then she went on to say (in a rude tone) how that was my fault and that there was nothing wrong with the stroller. This is my first baby and I am new to this, there is no need to shame me for failing to see an issue that took a trained employee a few minutes to discover. There was no acknowledgment of my safety concern for my unborn infant. There was no regard that other customers were listening to her unthoughtful remarks. When I tried to detach and re-attach the infant carrier, it proved difficult. I recognize that this could be due to lack of experience. However the employee with an impatient tone and impatient mannerisms demonstrated again. I explained that this was not working and I still wanted to return the item. She said I had to talk to the manager, turned around, and blurted to the other customer service employee (who was helping others) that nothing was wrong and she had to call the manager. Then I had to wait standing some more. When the manager arrived, like the other employees she did not even greet me. She said that I could not return the item because it was used and not in the box. She did not even notice that the item arrived the previous day. I explained that it was not used since my baby is still in my womb. She said she could not do anything to help and the item had to be in its original packaging. I did not bring the original box because it was too big to fit in my car. I still have all the wrapping and box. I left the store with a horrible feeling. My safety concerns were not even acknowledged, their interactions with me were rude and they belittled me for not knowing what was wrong with the stroller with no recognition of my pregnant state and all the learning curve/pressure of first time parenting. My husband might put the stroller back in the box the way it came and since it is new and in its original packaging we might try to return it. However, I personally don't think I can come back into the store. After their horrible treatment I even cried in my car on my way home.

Very bad return policy. My little son got a gift with gift receipt. We opened the gift but my son didn't like it and he didn't feel comfortable with it. We went to the merotown "Toys R us" with gift receipt where it was purchased from. They said we won't return it even after seeing thr gift receipt!! They said you opened the box, how in the world anyone come to know whether the child like the gift or not without opening the box? We even gave them the toy with original box with packing but even after requesting multiple times, they did not accept it? I have bought toys from Walmart and whatever i returned they accepted it but this was unexpected from Toys R us. I had good image in my mind for toys r us but now i never want to buy even a single item from them. I would suggest others as well not to buy from them! Very bad return policy.

Shopped at toys R us in Vancouver , Broadway location for years now and never have I had a better experience than last weekend . Alexander the employee was exceptional and went out of his way to make sure we were all taken care of. He answered questions and was very patient with my four year old daughter . Very much appreciated as we had doubts and were looking elsewhere to buy a car for her as well. Upon dealing with him we were hooked and never thought about leaving without making the purchase from him. He also followed up which was a great added touch ! Please see him (Alexander) for all your needs at this location.

We miss you! Not as much fun shopping on Amazon :)