Toys R Us customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from Toys R Us.

Leave a Comment
Viewing Toys R Us customer service reviews 1 - 25 out of 230
Next »
23
Dec

Posted by Anonymous


on 12/23/17 at 9:56AM

Good day. My name is Kyron Rogers, I was an employee at Toys R Us New Hartford store 7518. Though it wasn't a lot, I put in hours and worked hard while doing so. Due to my other job o couldn't make an important shift so they let me go and I understand that. Two weeks ago I called and asked did my check arrive. I was told I'd have to wait two more weeks by Dpmt Suporvisor Neil. Though puzzled I said ok... Yesterday made "two weeks" and now Dave or David told me that "I never worked there and hung up. I would like to handle this quietly because no matter the amount I worked for it and it's illegal to not compensate me for on the clock work. I can be reached via response here or phone I look forward to hearing from you

21
Dec

Posted by msbaseball1971


on 12/21/17 at 6:55AM

WORST COMPANY IN HISTORY! I placed an order, Toys R us cancelled (said missing information) I checked I filled out the form correct with correct address to ship, my correct billing information etc. I spend an hour holding for the worst customer service rep ever, he refused to give me his name and hung up on me. NOW Christmas is a few days away and I have to rush to get this elsewhere and ship to another state. DO NOT DO BUSINESS WITH THIS COMPANY there is a reason they are going bankrupt avoid at all cost.

12
Dec

Posted by bb


on 12/12/17 at 3:01PM

Making returns is NOT easy.

04
Dec

Posted by CyndiH


on 12/4/17 at 7:03AM

I purchased a gift for my niece and it did not arrive. It was shipped FedX. I called FedX and they had no record of the tracking number an advised me to contact Toys R Us. I was on hold for over and hour. The person I spoke with was very nice, asked me to give the package till the next day and if not delivered called back and another would be expedited. The package is nowhere. Called TRU again, on hold 58min and then I got a recording saying my call had ended??? Called back and opted for them to call me. 38min later I get a call, but there is no one on the other end???? SO I call back and stay on the line, 54min later I spoke with a Gentleman who told me my package was schedule for deliver in one day but latest 7 days??? I asked him, "where did you pull this from your xxxxx because FedX can't even find it. He asked me to hold then came back and said OMG this was from the 22nd. I said yes that's what I told you. He said OK I will over night another one. When I saw no confirmation of shipping even starting I call back and must have gotten the nastiest employee TRU employs. She screamed at me that the other 2 people had no right telling me that without getting a manager to OK it, then when I aske to speak with a manager she said WHAT FOR? I said because I asked too!!! She HUNG UP ON ME NEVER AGAIN WILL I SHOP AT TRU in store or online.........

21
Nov

Posted by Anonymous


on 11/21/17 at 12:10PM

My wife and I purchased a Hazelwood swing set a couple weeks ago at your store . Our son is 17-months-old and we were very excited to get him into this play set. We began to set it up and ran into a road block when we were missing the "S" group. So we read further into the instructions and realized this project was going to take a lot longer than we thought and there was some drilling and we didn't want to mess it up. So we tried contacting the delivery and assembly service on your brochure. We never received a call back. In the mean time we had ordered the "S" group parts. They had arrived and we ended up hiring a handyman. He got to the the "S" group and saw we were still missing many parts. Instead of waiting for 3-5 days for the parts to maybe come in full we had him go to Home Depot and purchase what we needed this ended up costing us $70. This handyman was $45 an hour so we ended up paying a little over $500 to have it setup. We really wish the assembly people called because that was $400. My wife and I have grown up with Toy R Us and we want our son too but this whole experience has really put a damper on that. The service at the store was fine but the missing parts and none response on the assembly was very frustrating.

21
Nov

Posted by Mad Customer


on 11/21/17 at 7:35AM

So I placed an order on toysrus.com, Being that they are a major national retailer you'd think something like this couldn't happen.

Basically their system made an error on the shipping address and now they can't cancel the order or correct the shipping address. I called them a few hours after the order was placed, an order that has yet to ship out and the charge is still pending, and they cannot update a simple shipping address. They wont even cancel the order and give my money back. No one I know lives at the address that this package is going to. These toys were for a toy drive at work and now their site screws up and I'm out my money and the toys.

What kind of company can't correct a shipping address or cancel an order?! Is that even legal? If you look at toysrus.com reviews they are getting blasted by consumers everywhere. This is a major problem. People left and right are getting screwed over. They deserve the bankruptcy they are going through.

08
Nov

Posted by Anonymous


on 11/8/17 at 8:16AM

I want someone to respond to my complaint on sunday

10
Feb

Posted by Anonymous


on 2/10/17 at 7:52AM

I am getting a run around from your company all I want is my w-2 sent to me like last year

02
Jan

Posted by Nena077


on 1/2/17 at 10:14AM

I placed an order online and was supposed to get an email when it was ready for pickup. I was told it would be ready the next day. I called the day following when it was supposed to be ready and was told that the order was cancelled because they didn't carry it in the store. I asked when I was going to be notified and they said someone should have sent me an email. No one did. I will not shop here again. They clearly do not care about their customers experiences and customer service is non-existent. No, thank you ToyR Us.

23
Dec

Posted by Anonymous


on 12/23/16 at 10:25AM

Have been trying reach a store for several hours with a question about price matching. Can't get anyone to answer phone. Tried calling corporate office but couldn't get through to anyone. I realize it's the christmas holidays but what has happen to custome service. Customer Service 800 number couldn't answer my question which can I bring in receipt from Walmart will they match that and I was told I had to bring in a ad. Same # on receipt for item as Toys r Us. Need answer by today!!!!!! Since price match has to be within 7 days.

16
Dec

Posted by Ruth


on 12/16/16 at 1:38PM

I purchased a Xbox w/Minecraft Bundle on 12/3/16 for $299.99
Today I was contacted by a friend that Game Stop has the same bundle for $229.00 .
I called the store which is pretty far from my home there isn't any store closer to me and was told you only honor a price match within a week from the purchase my only recourse was to come into the store and return it and repurchase it
Number 1 Does the company value my business
Number 2 Why should I have to drive in a weather situation that is inconvenient at 65 years old to do something that could be done by phone.
I feel like this is not valuing me as a valued card holder

09
Dec

Posted by Anonymous


on 12/9/16 at 1:00PM

I called a toys R us store in Tucson Arizona three times and got no answer from anybody'¦ And then you wonder why people shop on Amazon .!!!

07
Dec

Posted by Anonymous


on 12/7/16 at 12:40PM

I shop this Toys r us store often .. today was the absolute worst experience ever .store #9263 in Madison Heights Mi .. i got in checkout line at 10:23& 8 people were in front of me .inly 1 register open. I walked over to a lady & asked her to get someone to open another register.. they asked some young man to open .. he said I can't right now & walked away .. as a former Manager in retail I know this isn't acceptable although no manager was to be found .. I am beyond irritated with the poor service & I R really hope someone contacts me because I will never shop at that store again .. thanks for taking the time to read this .. as I tried to call customer service & get no one .. Alison Kiely!!!

03
Dec

Posted by Anonymous


on 12/3/16 at 8:19AM

While ordering online, I was putting my credit card information in, and I was checking the details highlighted for the credit card to see were the credit card security number was located. Are you aware that when you do that, it erases EVERYTHING! My awards number, my credit card number my everything... would you be able to reformat that? I was about to shop elsewhere as a result.. Thank you,
Ernest Renzulli

02
Dec

Posted by NHgirl


on 12/2/16 at 9:40PM

Worst customer service I have ever dealt with. Don't order from them if a mistake happens its not resolved and customer service has no service skills to even deal with the situation. No empathy and nothing gets resovled.

18
Nov

Posted by Not happy


on 11/18/16 at 8:27AM

I purchased a nes ckaasic online on nov 11th at 5:30 am for store pickup. I work 2minutes from the Freehold no store. I went on y lunch hour to pick them up and was told they didn't have any left. The money was taken out of my checking account, which is now not available to me. The manager told me that they cancelled the online orders because the people in line deserved them first and they shouldn't have gone online. He did say he would call me if any came in but they put my name in a little piece of paper so I have called to check anyway. Over a week later I still have the money removed from my acct. and was told by a lawyer that they aren't supposed to refuse dale of the item they charged you for. It was purchased in good faith and they refused to give me the item I paid for. I called earlier and Chris was very nasty to me on the phone and told me basically tough crap. I called 800-toysrus and they said it's up to the store if they want to sell me the item for store pickup. I do plan on making a complaint to consumer services and calling the corporate office. I consider this stealing.

08
Nov

Posted by Tonia Martin


on 11/8/16 at 1:49AM

I recently purchased 2 Carseats's from you. And went back the next day to see if you had another one. Only to find out that the 25.00 gift card was no longer available. I'm very disappointed. I will be returning the Carseat. It's misleading and heartbreaking. Tonia Martin

07
Nov

Posted by photobypettine


on 11/7/16 at 3:57PM

Shame on Toys R Us. Stop calling yourself a store for families when you are planning to be open for Thanksgiving.

03
Nov

Posted by Anonymous


on 11/3/16 at 5:39PM

Toys r Us Redlands,CA was infuriating! Loud rock music so I couldn't think, darkened aisles, so I couldn't see, moved Play Mobile toys in less than 2 weeks so I couldn't find them. They were out of most girl in the line. I came to store wanting to purchase $125 and receive $25 gift card. Impossible today. Next time, I order online! Store manager not available

28
Aug

Posted by Anonymous


on 8/28/16 at 3:22PM

Rashanda from the Colma baby's r us location is on point. As we walked in the store we were greeted. As soon as she saw us waiting in line, she made a point to open a register for us. Rashanda was knowledgable about car seats and had our item stock checked and brought to the front of the store for us. We bought a Britax car seat the day before and when we got home realized the wrong car seat was in the box. Rashanda went above and beyond to help us get what we wanted and I was very thankful as I had 2 young kids with me who wanted to just go home. Hopefully she can be considered for manager one day with her great attitude and the pride she takes in her work.

25
Aug

Posted by Lepke


on 8/25/16 at 2:44PM

I have ordered an item from a gift registry for a baby shower. The item arrived in a damaged, torn box, it looked like a previously returned, repackaged, taped together box but with still torn parts. It is too bad that a had to return this item because it was in such a bad shape that I could not present it as a present to the mom to be. I would think that especially in the case of gift registry purchase the product must be in presentable packaging and under no circumstances should be a returned/used/repackaged item. Very disappointing since the reputation of the company is going downhill with this type of careless, money and time wasting dealings.

17
Aug

Posted by Nancy


on 8/17/16 at 7:13AM

I believe the managers at store number 8919 in Ohio need to learn how to communicate with their employees. No wonder they cant keep help

06
Aug

Posted by Anonymous


on 8/6/16 at 3:55PM

I normally have had great experiences with ToysRus and had found them to be helpful and courteous for many years, until today. This morning I tried to order a few toys for my daughter and on the Toys R us website it said that the toys were out of stock and the only option available was to "notify me when available".So I tried to see if I could just purchase via a different website and found them on Amazon and I couldn't believe that it was almost DOUBLE the price and says that the toy SHIPS from and SOLD BY Toys R Us!!!! This to me is wrong.... I then looked further into Toys R Us toys sold by and from Toys R Us on Amazon and there were lots and compared the prices listed by Toys R Us on Amazon and I couldn't believe that more then 90% of the toys were double and one was literally triple the price then listed on Toys R Us's website. I then called Toys R Us and was transferred many times and told it didn't ship from them and other lies! I even called Amazon who confirmed it ships and sells from Toys R Us. I an extremely annoyed and frustrated, this whole experience has made me feel ripped off and lied to! It's not right, you shouldn't have such drastically different prices for indoor or outdoor toys or even Toys R Us hot/cold gel packs that are sold by and shipped from you (Toys R Us) whether it be your direct website or through a website like Amazon whom you work with and sell/ ship items to purchasing customers. And lastly you can't say it's out of stock on your website and then selling it/ available for double or more the price then your websites listed price! I was never rude and only wanted help understanding why I couldn't order the toys for my daughter and was never given any real helpful answers or ways to resolve. This is wrong and this deserves being looked into! Just search and compare you'll see.

01
Aug

Posted by Anonymous


on 8/1/16 at 9:47PM

My son and I went into your store in Champaign,IL over all the store was nice and very clean and the floor associates were very helpful. But when we went to the register a young lady her name was Becky, she was up front. Never once did she great us, she didn't let us know her register was open, when went to her register she was very rude to my 4 year old son. He had a gift card that he wanted to use and she was not very patient with him. Then my mom purchased some headphones and she was asking Becky if she had a savers card and Becky screamed at my mom twice is she wanted a service plan!!! It was very uncalled for and I finally had to raise my voice to let her know that she doesn't want a service plan!! I have never experienced such rude and unprofessional service before at your stores. I will never return to this store and never purchase again at Toy R Us if this kind of unprofessional conduct continues!!!

31
Jul

Posted by Anonymous


on 7/31/16 at 8:28PM

I consider myself a professional shopper. I purchase moderate to high end merchandise, with good customer service reps only. I have never had a customer service rep as excellent as Diane at the Babies R Us store located in Clive, IA #9587! Diane was extremely knowledgable about the nursery furniture. Diane was well educated, patient , kind and assuring, since the furniture set we wanted to purchase was on back order. Diane went the extra mile by placing phone calls from time to time to keep us updated on the status of our orders and to extend discounts to our orders whenever applicable. Diane even contacted us while she was on vacation to let us know she had deb forgotten about our order. Diane had excellent communications, was extremely thorough and a great sense of humor! We will recommend Babies R Us in Clive, IA, specifically Diane to all our friends and family, when purchasing for their children & grandchildren. Kudos Diane! Encore! Applause! Standing-O! Dennis & Deb Fulton

Viewing Toys R Us customer service reviews 1 - 25 out of 230
Next »

While You're Here...
  • Add new companies
  • Update listing information
  • Rate a company
  • Leave your comments
  • Link a YouTube video