Toys R Us

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6-17-10
Customer NO SERVICE...I want to let everyone know my father's experience this morning at Toy's R Us in Alpharetta georgia. My father took my two children to Toys R Us to purchase some fun outdoor water toys this morning, he purchased five items, one of which was a slip&slide. After arriving home and taking it out of the box they discovered that it was ripped down the seam. They packaged it back up and headed back to the store to exchange it for a new one. The manager of the store refused to exchange the item and suggested that my father call the MFR for an exchange. Also of note, the item was $9.99. The manager was very rude (according to my daughter). I have contacted the coporate office and they refuse to let me speak to anyone in their corporate office, also refused e-mails...asked me if I wanted their street address to send them a letter! I beleive this happened becasue of my fathers age (70+). Also on the back of the receipt it clearly states that items can be returned or exchanged with receipt. It also states on their web site returns will be excepted with receipt. With the lack of response or they just don't care at the executive level...I or my father will no longer be shopping at any Toys R Us or affiliated store. BTW...Target agreed to exchage the item...even though it wasn't purchased from their store! That's CUSTOMER SERVICE!

Unhappy Toys R Us Ex Customer 6/17/10 2:03PM

I have been a toys r us customer for over 38 years. Now a grandmother I'm at the store a number of times per month buying toys or art supplies. Last week I bought four helmets with knee pads for my grandchildren at $25.99 each. K-Mart and Target have the same helmets for $14.99 each. When I called the store (5th Avenue and 167 Street, No. Miami Bch.,FL) they said they cannot match the price. I also attempted to buy the Disney Princess Hot Wheels and Suzuki Quad Racer. The store only had assembled items and there was an extra free attached. A friend of my went to the Pembroke Pines store and purchased them for me unassembled. If you add the price of the of the helmets, Hot Wheels and Suzuki you will see just how much I spent. I could not recieve any points on my Toys R Us card because I was unable to buy the bikes in No. Miami Bch. Due to these circumstances and poor policies I WILL NO LONGER BE FREQUENTING YOUR STORES.

Anonymous 5/15/10 10:31AM

I just want to give the biggest compliment out to the manager Rod and the associates at the Toysrus in Pensacola Fl 32504. I was in there Tuesday night 2/9 to buy a gift for my girlfriend's baby shower where she did her registry. The associates helped me find all I was looking for on the list I wanted to buy. Awesome customer service. I went back on Wed 2/10 because my cousin Matt and his wife Brandy are having a baby (great people). So I was looking at the gliders. Rod stepped in and helped me out so much. I can't say enough about Rod. He was personable and knowledgeable, just genuine. Rod and his staff rock. So helpful and nice and it shows they care about eachother and the customer. Thanks again to Rod. Hope you have a successful year at the company.

Michelle Grisanti 2/11/10 2:50PM

I just spoke with one of your customer service representative concerning a Christmas order for one of my Christmas Angels. She was extremely helpful and very courteous. She located my order and all is well. Thank you Toys "R" Us.

Anonymous 12/16/09 8:53PM

I placed an online gift order on November 8 for two homeless children among many whom my church is collecting gifts for the holidays. I received an email confirming the order would leave the warehouse in 2-3 business days. When I called 10 days later I was told the order had been cancelled, no explanation available.

While on the line with customer service I placed a separate call and my credit card company confirmed there were no issues with my account.

ToysRUs customer service purportedly placed the order again, offering express delivery to make up for the trouble. While this was unlikely to arrive in time for when the gifts were to depart the church (tomorrow), I figured I could get into the system only one day behind (Monday).

However, when I checked my email this morning (Saturday), I received an email this morning indicating that the order once again had been cancelled, again for no apparent reason.

The customer service representative entered a customer complaint asking for accelerated attention by a supervisor and requesting that I be contacted directly and ASAP by phone.

ToysRUs never called nor followed up. I have no intention to do business with this inferior retailer again. The lack of customer service and the sloppy order entry is appalling and unacceptable. And who suffers? The poor homeless child who will otherwise receive no gifts this holiday season.

Anonymous 11/21/09 9:45AM

I just placed an order on-line with Toys R Us. I ordered one each of seven items, but the computer said that I ordered two of one of the items, and I was charged for two items.
When I spoke with a customer service represetative, he said that there was nothing that he could do. We would have to keep the extra item and be charged for it.
My order number is 7781248846, and the item number is 915766. It seems that there would be something that could be done to help customer relations concering this matter.

Thank you.
Janis Nehrt

Janis Nehrt 11/15/09 3:41PM

I shopped at your store # 9223 on Saturday Oct.10, 2009 with my 3 grandchildren. I was purchasing bikes for two of them. One of the bikes was a floor model which I bought minus the $10 assembly fee because they were out of stock. The other had a slip stating it was the last one so I shouldn't have had to pay the $10 assembly charge for the 2nd bike. Low and behold a worker told me that that there were 5 more in stock (of the 2nd bike). I was mis-lead as the slip stated it was the only one left. They still charged me the $10 assembly fee for that one. As far as I'm concerned, if your employees are not on the ball about making sure there are slips on each bike showing there are more in stock, then the customer should not have to pay the $10 assembly fee when the slip stated otherwise. The manager was standing right there when another employee told me that I was going to have to pay $10 for the floor model also (1st bike)! The manager did tell that employee that I didn't have to because it was the last one. Obviously the employees don't have any clue what your policies are. There is alot of competition out there and rest assured I will never set foot in Toys r Us again. I explained my dilemma to the cashier (he stated he was also a manager but his name tag stated "supervisor" so he actually lied about his position. He didn't care what I had to say..it was like..."too bad I am charging you the $10". I have spent literally thousands of dollars at your store in the past several years and now I am sorry that I ever shopped there. The customer service in that store left a bad taste and they lost a customer because of it. I will make sure everyone I know never sets foot in there again. I would expect that Toys r Us will refund my $10.
Robyn Smith
Amherst, NY

Anonymous 10/12/09 2:09PM