Toys R Us UK Reviews 445

Unlike any other company there is no way to cancel an order. even if its 30 seconds after making the initial transaction. They will send you the item, even if it takes 2 weeks to fulfill the order and then make you send it back. Not a surprise that the company is going out of business. Terrible company trapped in the 80's.

The store at Fosse Park in Leicester is very underwhelming and small. It’s situated at the back of a WHSmiths and didn’t necessarily have anything in there that WHSmith wouldn’t normally have (apart from the giraffes of course) so it was a bit disappointing

Bought a bike for my daughters birthday. It stated that delivery is typically within 4 working days and come the 4th day I had not received a dispatch update or tracking number so I contacted toys r us and they explained that it can take up to 7 working days and that this is clear on the website. I sent a screenshot of the (delivery within 4 working days) and explained that its not clear. Customer service did not acknowledge or apologise just provided the tracking number and it hadn't even been dispatched. If I knew it would take X amount of days I would not have purchased. It's my daughters birthday today and it looks like it won't arrive until next week now due to it being the weekend. I've only just seen the poor reviews. Won't be purchasing again unfortunately.

I ordered my son’s birthday present on Saturday with next day delivery it’s now Wednesday and still no delivery. My sons birthday is on Thursday and this was his own present we could afford to get him his first bike and his so exited to get it. We can’t afford to go perches another bike and now the stress and anxiety it has caused me and my wife is not acceptable. I have wrote 4 emails and not heard anything back from this company. Would never use them again.

I paid for express next day delivery, the deadline already passed and the shop still did not even despatch my order.
Update: I received my parcel 1 day later than expected, which is quite good except for the fact that this delay caused me some worry because I was ordering a gift that was needed by the particular time.
Toys are good, but the box is a bit deformed.

Having placed a order then saw quite a few negative reviews,but I can only speak about my experience which was great from order to delivery.

Try to sell items they don't have, then of course cancel the order.

I paid for next day delivery but I didn’t receive any parcel yet

I have ordered around 10 items to use as gifts and the price was the lowest on the market,free delivery and another 15% off from the total price.I have placed the order on Thursday night and by Monday morning was delivered in perfect condition.
Definitely I will buy again.

My original package was lost by Royal Mail
As soon as I alerted Toys R Us, they responded immediately, kept me fully informed as they tried to track the package
24hrs after no joy with Royal Mail, Toys R Us, sent a replacement by express delivery

After reading so many bad comments after I had placed my order I was a little worried.
However the order was placed on Friday & the toy arrived on the Monday nicely packaged and undamaged & delivery was free,
So no complaints from me as I am very happy with their service & they kept me up to date by e Mail in relation to the status of my order.Cant ask any more than that

Had an issue with my order where I didn’t receive the 10% discount on my first order. Within the hour I had a response and they amended the order. Very efficient and happy with the customer service here. Now I look forward to receiving my items. Excellent 👍

the lady that was ToysRUs representative Emma was so kind and helpful from start to finish.I didn’t realise that this lady was going to help with my issue on the same day. I’m so happy I was dealt with in a great manner with my issue being kept up to date feedback.

Many thanks,

Mr SM BElshaw

I was very worried after I placed my order and read the reviews on here. But I’ve had a really good experience. The toys I ordered were better than half price and were delivered within 7 days of me placing the order. The only fault I have is with Royal Mail. They left my delivery in someone else’s storage box up the road which is bizarre.

Excellent service, so firstly I didn’t even realise toys r us was still operating since stores shut down and after ordering Xmas gifts from another online toy store that completely failed at fulfilling order (I never received any , review of shop on my page) I search for the missing items saw toys r us and took a chance and was extremely impressed everything was in stock and delivery super fast despite Xmas madness tracking was up to date and informative so 5 🌟s will definitely be using again and happy kids in the end 😁

Unfortunately not the same company as their namesake which went bust. Which is a shame as they used to actually honour orders.
This current company I have ordered from twice in recent months and both times they have failed to honour the order due to 'stock issues'. Upgrade required for them to correct this so they stop disappointing customers. This time I had to email them in order to get a refund as they were happy just to hold my money for over a week with no email or anything to say what was happening.

This would be no stars! Ordered my daughter the Emily doll to say it’s been dispatched! To email and ask where it is to say it’s cancelled due to stock issues!

Now I have no doll for my daughter’s Xmas as I bought from here! Money taken! SCAM

DO NOT ORDER FROM THIS COMPANY!!!!

I have to put one star. Probably the worst customer service I have ever experienced. Would not buy anything from toys r us again, return policy doesn’t work and no complaints procedure. Left with a toy with missing parts.
Avoid many other options available, toys cheaper on here for a reason as they don’t care if you have issues

I placed an order on Saturday as the offers available were excellent compared to other stores/sites. I was updated by email to say my order had been processed. I paid for my order to be dispatched on Monday which didn't happen unfortunately. That's when saw the poor reviews on here which made me very worried! I had no contact from the company with any further updates after my order had been processed. I then decided to contact customer services on Tuesday who were very prompt in responding and had my items dispatched via royal mail 48 (although should have sent my order via royalmail 24). Everything arrived well packaged and in excellent condition by Thursday. I was also sent regular updates after my items were dispatched. Overall I would order again but worry about dispatch times and that I'll need to chase up my order via customer services again, who I can only hope will be prompt in their response time as they were for me on this occasion.

Just wanted to put a review on as there were quite a few bad reviews.
I nearly didn’t place the order, but decided I would try as there were quite a few bargains to be had, glad to say I’m happy I did, I was kept update throughout and parcel arrived within 4 days 😊 great service