Read the reviews below to see the experience other people have had when dealing with customer service from Toys R Us.
Why did my kids Christmas present come unwrapped? A huge box with an electric scooter (RAZOR) sitting on the porch for anyone to see and walk up to steal. Common sense!!! Please call me direct about this matter because I don't have 45 mins to wait on your phone line. Easy to order but no support. May have to consider an alternate based on this experience.
I Have Tried Repeatedly To Contact You By Phone, But When You Have To Wait Over An Hour And You Still Have No Answer, That's Absurd (and The Prompt Says A 30 Minute Wait Time...i Wish)
I Was In The Store 9502 On 12/10 Transaction 7199:9 And Had A $10 Coupon That I Could Not Find In My Purse. They Were Very Busy So I Left The Store Planning To Call You Later To Have The Coupon Applied To My Close To
$300 Bill, But Could Never Get Through. The Coupon Code Is If You Can Ever Get Anyone To Answer You.
Thank You
Donna Maglinger
While I sit her and wait (with a message that states it might be over 45 minutes before a representative is available) I am totally shocked by this poor customer service. I have always carried a high impression of the quality and service of Toys R Us company from past experience (even during the Holiday season), yet I cannot make that comment any longer. First, of all no one at the local store (McDonough Georgia 30253 phone number # 770-288-2218) ever answers the telephone. I called the Tanger center (hoping to get transferred or find out what was happening) and was told that several others had made this comment also. After driving to the McDonough store was told that customers is the store do not like it when they answer the telephone so they only assist the ones in the store). This excuse sounds like poor management to me and poor customer service. At the time I was told this there was no other person in line in customer service. How about calling customers back or at least having it where they could leave a message. ???? It is Christmas season and no one thought that Toys r us would be a "little" busier during this time.??? When I do get my shipment or have someone finally answer the telephone phone ...do not see myself ever using this store. Completely still shocked still at Toys R Us and how they now manager their company..Someone needs to get fired for this poor management...
I put in a request to know when an item was back in stock from TRU and they did let me know. It was an item I wanted for my grandson, a $9.99 Buzz Lightyear figure. I do not have a TRU in our town and have to go out of town 30 miles away. So I called TRU at that store ( green bay, Wi ) to have the item held until the next day ( a 24 hr time period). First off the phone rang over 3 minutes and then went dead so I called back again and had to wait 2 minutes before someone answered. I asked to have the item held and he said no! I was upset because I wanted this item and they let me know they had it in stock and it was a for sure sale. What was the problem to just hold it 24 hours? I know it is a busy time of year but I live 30 miles away and couldn't get there asap! Thanks for reading my complaint and Merry Christmas and I am going today to see if my item is still there! 12/9/15 Ann Murray
I was at the toys r us location on 49 st in hialeah today, december 8, 2015. The cashier was extremely rude and had me waiting a really long time to tell me they didnt have the product i wanted. The she told me to go to the back where someone would help me. I waited and looked all over the store for the person who was suppose to help me and no one ever did. I went back to the register to tell her and she was once again rude when i asked who the manager was she pointed him out which then i went to ask him for help and he told me i had to wait and walked away without even hearing me out ! Horrrrrribleee service !!! Never again in my life am i going back to toys r us ! I was so upset and disgusted that even the manager didnt have good customer service.
I recently visited the Waterford Lakes store in Orlando Florida. I was very disappointed in how much the company has changed since I shopped for my children. I am now shopping for grandchildren. The store was severely understaffed with Christmas almost two weeks away. There were two registers open and the lines were long. There was no one on the sales floor to help customers. I searched for over ten minutes for a sales associate. I finally found two individuals but was told they were only there to stock the shelves and could not answer any of my questions! I also am upset in regards to the management team at that location. In October, I placed some toys on lay-a-way. At that time, I met Michael, the assistant manager. The store was so short staffed on a Friday evening, he was working the customer service desk although there were four customers waiting for his help on the sales floor. He was polite and apologized for the delay. I waited for twenty minutes for someone to ring up my lay-a-way. He told me that you can do lay-a-ways year round which was great news for me. I never knew this. I went into the store today to place a few items on lay-a-way and was rudely informed by Laurie at the customer service desk that no new lay-a-ways are accepted between December 11th. and some date in January. This policy is not posted anywhere so customers have no idea of these "black out dates" until you have shopped for an hour carefully picking out the perfect gifts for birthday gifts. No one apologized for the miscommunication. The management team there today could have cared less that anybody was even shopping their store! Toys r Us used to be a great place to shop. I remember rewarding my children throughout the years by taking them to your store. We were not just going to pick out a toy, we were going somewhere special. Not anymore. I may as well go to Walmart now because I receive the same NO customer service. I now see why I hear negative comments about your company.
Ok I have to say that I have personality had the most worse experiences with this company. I have come to this level of writing a truly negative comment about them. I have both 5 different interactions with the stores and the customer service. So here's my story. I am from MA. I am a mother of 2 and I was pregnant with my third child. I miscarried 6 months along. I lost my baby! I was not having a baby shower so when we had my birthday party; my family pitched in and bought me a BabiesrUs/ToysRus gift card for $500. I breast feed all my kids. I still had my pump so I went shopping and bought the things I would need. Especially my breast feeding essential and some others. Sadly I went through a period of heart break and depression but I had to keep going because I had my other two children to take care of. I tried to return my things to have it put back on a gift card and they would not do it. I had to tell my about the worse experience over and over again to these strangers and I still could not get help. I have spoke to the store managers of the 3 different places I have tried to return my stuff. I could not bare to have it all near me so I figured I could return all my things I have bought( not just at this store). I figured I would have it put back on a gift card at/or if at sale price. I figured I could use it for my other two kids. I have returned there before with no problem. Not one person from this company could help me at all. They kept telling me that because I used a gift card and lost my receipt that they could not do it. Even though I have done it before. And so has my sister in law and a friend has done it before! I have talked to customer service and wanted to talk to the district manger in this problem and they said they would call me back. I called 5 time and they took all my information. I have told them I kept calling and it was all on record and it has been 2 months since I finally stopped and nothing. No call backs, no help from not one person! This was so very disappointing! My husband is a store manager for a big retail store and he told me that is extremely bad business and the way they handled this situation. But this was ridiculous. Just a complete -5. And I loved that store before this. I shopped there all the time.
I have tried for two days to get a customer service rep. on the phone
Each call has been 25-30 minutes. I want to place an order and live in an area where the nearest store is two hours away. What is the problem with your sales??
It's ridiculous to stay on the line that long this time of year. I can't find these items anywhere else. Please contact me with an explanation - "Kathy"
I am pregnant with my 2nd child and I Will NOT use babies r us for my registry. I needed to return a winter onesie suit that was a gift, the exact same suit is hanging on their rack and she states this is last season I can give you 2 cents! How insulting and ridiculous are you as I srandomly holding gift cards and other items to purchase and you would rather lose a customer over a $30 exchange. Rte 46 Totowa NJ babies r us is the absolute worse store locations I have ever shopped. I will do my registry at buy buy baby around the corner and never shop in this store again I plan to throw away the gift cards because I don't even want your merchandise.
I need to write a great experience I had with one of your stores. I live in Catskill, N. Y. and needed to order store pick up in Oceanside N.Y. It was such a pleasure. The order went through right away and any question I had I called the store. I have to tell you that they were so polite and answered all my questions with respect.As a former retail manager it was a pleasure and a breath of fresh air knowing company's train their employees to make customers smile and feel good. The Oceanside manager and salesperson were wonderful. Thank you.
I am contacting the BBB, I was denied making a return with a valid receipt. I was told to call a phone number where I was directed to yet again a customer service team from a another country that doesn't communicate English properly and was told I have to open a disputeand I will not waste my time doing so as I already wasted a trip to the store. This is insane, I have a valid receipt for a return that I just recently purchased and am returning within the guidelines of the return policy. That is not legal. I could see if I didn't have the receipt, BUT I DO!!!!! It's bad enough that the company removed the online contact form from the website but even worse has outsourced the customer service to another country. Customer service should still matter Toys R Us!!!!! Or you will lose customers, like this one. One customer can bring in a lot of money for a baby registry and guess what I will be registering elsewhere now and will tell everyone else I know they should do the same. Terrible customer service.
They're company is totally incompetent at dealing with any issues. I have contacted the company at least 4 times now over incorrectly deducted rewards points on my credit card, an issue that was created on their end. They seem to have no interest in solving the problem or retaining me as a customer, I imagine because it benefits them NOT to in the short term, it would cost them a whopping $45 in gift cards they owe to my rewards account if they solved the problem appropriately. I will be canceling my credit card with them, not purchasing from them again, and letting my friends know about the issue as well. There should be SOME consequence for companies that treat their customers like they don't matter, but since they're such a big corporation, it seems they can, and no one cares.
Toyrus will not let you return an item even tho you have a valid credit card receipt unless they scan your drivers license! This leaves ones personal info out there open to fraud. I kept my item and left. Notified my credit card company they refused my credit card return unless I let them scan my license.this seems illegal, and certainly not what a credit card company allow a client to do to its customers. Tried to many times contact a supervisor, all I got was over seas who would not let me talk to a supervisor. If you call corporate all you get is ithis same overseas number of people you can hardly understand. Finally took it up with Capital One MasterCard. People don't give them your info, you are asking for trouble.
I'm 8 months pregnant with my second child and chose babies r us as the store to have my registry. Huge mistake! And if I wasn't 100% site that this is my last child, I'd never choose them again. My grandparents chose to purchase my sons crib as our shower gift, which was absolutely wonderful of them. They ordered online as I live in New York and they live in Florida. They chose to have the crib delivered to my parents home, because my baby shower was a surprise. At this point, my shower has come and gone. My grandparents ordered the crib weeks ago and had to pay extra to have it delivered because we don't live within a twenty mile radius of a babies r us store. The first delivery day was scheduled for last week, after the delivery never showing up we called and they said the following day. Never showed again. So today was the next scheduled day .. Delivery time was said to be between 11a-2p. It's now almost 4p and they still haven't shown up. My mother called at 2:30p and they said the driver was running behind and they'd be here by 3:30p.
The reason I chose to be here for the delivery today is because it's a rainy day here and I wanted to be sure the crib was not left outside, since this delivery company is clearly incompetent.
What kind of customer service is this?!?
Placed an order online from Babies R Us on 3/9/2015 and paid for expedited shipping. We are now at 3/13/2015 and shipping is still pending. Order date delivery estimate (3-18/-3/27) this is unexceptionable especially after paying to have an item delivered in a reasonable amount of time. Oh, and of course you can't voice your disappointment to the true source "corporate", you get sent overseas where in the next room the item is probably sitting waiting to ship.
Went to the store in Corona , very disappointed, as I asked for help on the car seats waited ten -15 mins and no one showed up, my husband must of pressed the button for help about 5 times , as I left I told the cashier , that no one showed up , I was disappointed with the customer service
Made a $900 purchase at Toys R Us in Merrillville In after all the discounts end up being around $700 this was around Christmas. Got home realized I shouldn't have purchased all those toys so I took like maybe $ 300 dollars worth back, with the original receipt within 7 days of the purchase, everything not opened and a couple video games I had to return and repurchase to get the buy one get second for 40 percent because the cashier did not know what she was doing. But I'm upset because I purchased two zoomer Dino and one does not work correctly went to the store to return it. After I did the return they flaged me and said I can't do anymore returns for sixty days. As long as I have my receipt and its within the time limit and the merchandise is not open how are they going to turn down my return I want answers. I will never shop here again and now I will dispute it and return all the stuff I Purchased from there!!!!!!
Been over 2 weeks to resolve my daughters lost gift card. Everyone there has given me a different story. I have submitted all the proper paper work to get this shipped to me. I have spent 2 hrs on the phone the last two days finding out were the gift card is. Their customer service has notes in their system and cannot even call me by my right name. My name is Tim not Tom and the superviser laughed at me.I asked is this funny to you. I am contacting the BBB and 7 on your side about this
I was on hold for 30 minutes and once they picked - they hung the phone on me.... WTH!!!! Plus, I placed an order throught a sales person and 10 minutes later; my order was cancelled. Now they are charging me! WTH..
I'm on hold again with customer servcie - been on hold going on 20 minutes...this is the last time I'm doing business with these folks
I was told that my layaway was put back after I made the final payment..so all they could do is refund me and I could go back in the store and pay for the items I had in layaway. They told me I had to pick up my layaway but the 11th??? bullcrap. Why Was I sent an email that specifies pick up by the 22nd of december???
I WILL NEVER EVER EVER EVER shop or do business at this place again. They shipped all my items but two off my layaway. When I contacted them about it which was 11 days before Christmas they told me they do not know when it will be shipped and when I will get it because its coming from a different warehouse. With Christmas being close, I told them to just cancel the order and refund my money. They agreed to do that. I called Monday 2 times, Tuesday 3 times and today 3 times and they all have told me different statuses of my refund along with 2 agents disconnecting call. Every time I ask for a supervisor they do not get me a supervisor and they keep saying One moment to find one. For me to be a first time mom, my Christmas have been the worst shopping for my daughter because I dealt with this company. I will be contacting corporate, my lawyer and BBB for this issue. I am so fed up
I ordered 3 items on Thanksgiving day and have not received them yet. The items are listed as being "in stock" and "will ship in 1-2 days", yet NOTHING. After speaking with 2 clueless operators, being told that the company has a policy of not speaking to customers regarding shipping issues, I still have nothing. Hello! They advertise, "Get it there on time!" This is false advertising. I checked, and the items are still "in stock" online. They need to list the items as backordered and stop taking people's money! I expect someone to make this right. It's nearly Christmas and this toy company can't seem to get toys out. Toys R Us. Go to Target!!
I paid for an item back on November 22, 2014 and I was told by a manager that my item will be delivered within 5 days and I would receive a call or a email to notify me when my item was at the store for pick up. Guess what I haven't received a call or email, I have tried several attempts to call the store and the calls rings and rings and then I'm put on hold and no one picks up the phone. This ISNT customer service at all. Finally someone picks up the phone just to tell me that they can not help me that it has to be a manager and then we start the waiting game all over again. This is very unprofessional on behalf of Toys R Us, I even tried calling customer service and the same thing.
