Toys R Us UK Reviews 

I was shopping at toys r us in festival park on Monday and had very good customer service! The employee called Ryan was especially helpful and managed to get us everything we needed and put it all through the till for us. When it's Christmas time is very helpful to get service like that thank you very much Ryan.

Paid extra for next day delivery, but nothing arrived. Tried to contact toys r us, no phone number, tried to contact courier dpd and get automated answer service
What happened to customer care, as DPD and Toys r us seem to have forgotton.

It's shame on you!!!
We ordered 3 kids presents at the same time and only two arrived at the day, by separate deliveries, which was damaged and seems like you were jumping on them??
Bad experience
Still waiting for the next one to come..
Don't know what to expect...

I ordered three items for Christmas.
The first item arrived yesterday. The second item is due sometime by Tuesday and no information about the third item yet.
Seriously, how hard can it be?! Put it all in one box and send it with the same courier! I'm now having to wait in three times to make sure my kids get their presents... one star for delivery organisation. The second star is because unlike competitors they've actually got some stuff in stock...

I love toys r us, it’s the best toy shop in my opinion & I’m gutted my local branch is closing in the new year. I went into the store last week & the staff were friendly & helpful & I was able to locate the items I required quickly. I can’t comment on their online service as I haven’t used it as yet, but it looks like I’ll have to next Christmas sadly which is a shame as I like to see an item in the flesh sometimes before I purchase it.

Spent ages sorting presents ordered on line because store by me had none,
Did it all come to pay hit the submit and No think happened
So I tried again
No think
So I tried a different card No think
So if given up
Over 100 pounds worth

I ordered few items online. I recieved two items in few days but the rest of the order was delayed which happens so I contacted customer service. They managed to send out one more item in days but still not all what I ordered not other email when I’m gonna receive rest of my order so I had to contact them again. I got treated like I’m stupid in last email because I was training to find out where stuff I paid for is!
Avoid at all cost.

This is a review for toys r us direct, had to call the customer support line as money incorrectly withdrawn from bank account due to their error. Was promised callbacks which never happened, asked to speak to a manager and was never transferred through and was treated like garbage by numerous members of staff. Disgusting behaviour, reported to trading standards and will never use again! Avoid at all costs.

This is a review for the Babies R Us staff. Every time we go in to make a major purchase, the staff have been brilliant. When buying an expensive car seat, they took plenty of time with us and didn't push us to the more expensive item. Great staff at Babies R Us at both Nottingham and Derby.

Useless staff took 30 mins to blow up a balloon. Not worth going back to the new Reading store.

I bought lego assembly on line due to the black Friday promotions it came with. Surprise surprise none of them turned up. i phoned customer services and they said that the Christmas tree and 5 min figures were not in stock and we could not have them. I pointed out I could have gone with John Lewis and others for £30 less but they have refused to compensate me for this.

Terrible customer service. i will never buy from them again.

Bad experience on Reading store.They even did not kept the promise offer :free four pack of mini figurines worth 14.99 when you spend over 55 saying that it was how long stock will afford it.😁

I have a son who is autistic and has very little Interest in things which makes him very gatefull for anything. However he saw the hot wheels ultimate garage and he was so happy and exited by it! of course it's very expensive However with the black Friday deal it was half price. I wasnt aware as we were at a family occasion so I went to my local which unfortunately had none left. A lady called Debbie helped me... I hadn't mentioned anything about my son and yet she still went out of her way! She checked click and collect orders and someone hadn't collected theirs on the time given she was so good and spent a while looking too!this really has made his Christmas there was another blonde lady at the till as well who finishes at 5 today sorry I don't know your name the customer service was absolutely excellent you have made a very happy little boy for Christmas thanks again so much!it was so busy and you went out of your wayand it wasn't an issue for you very rare to find someone who is in that frame of mind these days you deserve an appraisal!

Very poor customer service after sending wrong toy compared to what was ordered and didn't even acknowledge their mistake properly or offer a solution to the question I asked, now I have unwanted toy and nearest store is a long way away. No response from customer service beyond if I have changed my mind I can return it ( at my expense?!) very unreasonable since I chose and paid for a very different toy.

Spent weeks getting my order cancelled, guess I'll do my Christmas shopping elsewhere.

Template replies from apparently robotic customer service. Conflicting replies when they do reply. So far they have kept my money, haven't delivered my order and refuse to cancel it and refund me. Will NEVER buy from them again.

Today I bought from Toys R Us some presents for my son’s birthday, one of which was an office stamp. At the till I noticed that the stamp was faulty. The customer assistant asked me to go into the store and look for a stamp that is working, to replace the faulty one. I did that and found another product, but at the till I checked it and it had the same problem as the first one. The same customer assistant from the till didn’t wait for me to check the product and closed the receipt. After checking the product, at the till, I asked for a refund. The customer assistant directed me to the customer service to receive the refund. At the customer service desk they asked for my personal details (name, address, phone number) in order to give me a refund, which I didn’t agree to give because I paid with a card, so I refused. I asked to speak with a manager to sort out the problem, but the manager was rude and the reply was that “this is our private policy, you’re not allowed to see it and if you don’t give us the details, we will not refund you”. I find it unprofessional and even illegal to be asked for my personal details for a refund, considering that the payment was made 2 minutes before with a card. I am really disappointed of the offered services of Toys R Us Southampton and I will not be shopping there again. I’ll redirect my Christmas shopping for my children somewhere else and I will not be recommending this shop to anyone again. You lost a customer, and even more.

Much appreciation sent to online Customer Service Representative Stephen from Toys R Us UK Customer Contact. He straightened out an issue with an unused Toys R Us gift certificate. He had excellent communication skills and poise. The other email I received , did not address the issue, but he took the time to understand, enquire, and help. Thanks to him, a £30. Toys R Us gift Certificate will be donated to a Children's charity.
This experience illustrates the way customer care should be. .

Horrible way to conduct a business. Call it as you want but it's all about FALSE BAIT advertising.
Last night I ordered a big Lego set on the company's website. I was actually tempted to buy it because two special (bait) offers were being displayed on every page I checked:
1- Free 4 pack of Lego Minifigures worth £14.99 when spending over £55 on LEGO
2- Free Lego christmas tree when spending over £25 on LEGO
Well, I ordered and chose to collect from store. This morning I went to collect the items,and to my surprise they told me that unfortunately, they had run out of both special offers, so I wouldn't get any of them.
I had taken screenshots of the transaction and the offers and so I showed them because nowhere was said that they were subject to availability, all the contrary. Well, first they told me that screenshots were not accepted as a proof that I qualified to any offer. Then, that the part I missed about availability was written in the specific web page of each one of these offers. Moreover I was told that one thing is the main web site and another very different is the shop itself. They just considered totally normal that one could have two items offered for free on the (same) company's website (from where you can order and collect later from every shop in the UK) and then get nothing at the shop "because the offer/s had been too popular" and there was no stock.
I checked their website on my smartphone and the offers were still there, so I asked them to deliver to my home place when the items on offer were available again, but I was told it could take up to three weeks or more and that they could not guarantee that the items would be available again and that anyway they wouldn't deliver because I had chosen "click & collect".
I then asked to talk to a manager but no one showed up because he/she was too busy. I told them that showing offers that would not apply was not only unethical and improper but also illegal but they continued to say that the offers were subject to availability in every shop. Furthermore, the supervisor with whom I was talking to, told me that anyway both special offers could not be combined. Either you could get the first one (Free 4 pack of Lego Minifigures worth £14.99 when spending over £55 on LEGO) OR the second one (Free Lego christmas tree when spending over £25 on LEGO) BUT NOT both. When I asked WHERE that was written because on every webpage I got BOTH offers displayed with NO warning that they exclude each other, she just left. She came back five minutes later with an unopened cardboard box displaying the Lego brand. She opened it and there were at least twelve of the 4-Minifigures Lego packs. She said that those sets had ''just'' arrived and were different from the ones being offered, but to me they looked very similar to the ones that only minutes before were unavailable. Then she said that I could have one of those OR the Lego christmas tree but not both. When I replied how could I have the christmas tree if she had told me they'd run out of it, she said that she meant either the 4-Minifigures set OR nothing... so obviously I chose the 4-Minifigures set and I simply left because I was totally upset.
I think it's incredible that a company that should care about people and that works mainly with and for kids, could conduct their business in this deplorable way. I just wonder how many people a day buy and don't get any of the offers that Toys R us displays on every web page and they don't say a word because they simply accept the unacceptable? How much money is this company earning everyday through false bait advertising? They should fix their system but obviously they won't.
In the meantime... people, beware!

P.S. By the way, this unforgettable experience happened in Cribbs Causeway, Centaurus Road, Bristol, BS34 5TU

The website automatically added things to my basket that I'd previously ordered, and didn't want to order again, it didnt inform me that they had been added until I paid (the difference been £30 made in to £100) When I called up to cancel the order, this was not possible and I would have to wait until the items are delivered for me to then return them. I think this is discussing and very sneaky, will put me off future orders!