Toys R Us UK Reviews 

Made a large order in November for Christmas .. I got an email telling me it had been processed and I’d get another when shipped . I waited almost 2 weeks with no update. After finally getting in touch with someone they told me my order basically doesn’t exist and nothing is coming to me. Not only did that put a lot of stress on me to have my daughters Christmas presents in time but I had to spend double the amount re-ordering everything from other sites. It’s been 6 months and still no refund . They say my refund is prioritised blah blah but now they’ve completely stopped responding to me. 0 stars. NEVER ordering from here again.

II have been waiting for a refund from this company since December 2022 it’s now the end of March2023!. When they do respond, which isn’t always, they claim there is a backlog! Probably true going by the reviews. Absolutely awful, and this is tantamount to stealing as they have received the returned item back in December. DO NOT SHOP WITH THEM.

Truly awful company. I have been waiting since the beginning on January for a refund and I have still not received anything. Please please give me my money back. Absoutely appalling.

If I could, I’d give 0 stars.
My partner placed an order with ToysRUs on 11th Dec 2022 for a present, in plenty of time to arrive by Christmas. The present was still not with us on 21/12/2022 so raised our concerns and we were told due to the postal strikes it’s out of their hands. So my partner ordered the same toy through Amazon and, surprisingly!, that arrived the following day..
The ToysRUs toy arrived on 24/12/2022, 13 days after ordering!!!
Of course, we went to return it on 10th Jan to be told by some absolute idiot ‘customer agent’ of ToyRUs that the order was placed over 30 days ago (return policy states that items can be returned up to 30days after receipt, not 30days after order!!!) and was taken out of its packaging (was not, we even sent photos to show the toy was untouched in its original packaging but only removed from the delivery cardboard package!!) therefore we could not return the item for a refund. I raised another ticket till we managed to speak to someone who actually seemed to understand her job at ToyRUs, were given a return label and returned the item on 06/02/2023 using the label from Toysrus. Royal Mail confirmed the toy arrived to return address on 09/02/2023 and we are still waiting for our refund!!!
When raised, yet another!!, ticket on the website, no one got back to me till I raised the same issue on FB messenger where someone, with no name, assured me on 09/03/2023 that the refund was on its way, 30 days after receipt!!!?!?? Today’s date is 14/03/2023 and we are still waiting for the refund!!!!
How absolutely below standard this company is!! I will be reporting you to Trading Standards!
Update: after threatening them and actually reporting ToyRUs to Trading Standards my partner miraculously received his refund on this same day.

Wish I had read these reviews before placing my order! after receiving a damaged/broken item I immediately returned the item early November I am still waiting for a refund I have emailed on several occasions and receive the Same response everytime "sorry for inconvenience caused" I have now waited 17weeks for a refund on an item that was smashed and broken before I even received it absolutely shocking service they just don't seem interested will not be ordering again!

do not shop here.

I am still waiting for a refund for an item that was not delivered in december.

THEY WILL ROB YOU - DO NOT USE THEM

YOU WILL NOT GET YOUR ITEM AND YOU WILL NOT BE ISSUED A REFUND - ADVISE GOING BACK TO YOUR BANKS FOR FRAUD

Please do not use this company. They are not operating as a reputable company. Completely unorganised. I am still owed a refund 4 weeks later and I have had to put my credit card supplier on to them to recoup the refund. They will not answer my emails either, an unprofessionally run outfit.

I wouldnt even give it a 1star. I bought a Tikes rocking horse for my niece. It's not been delivered to the address. They sent a picture of a door wich isnt the right door to show it was delivered. I emailed several times requested a refund and again after chasing them for 2 months they asked for payment method that was used so they can refund my money. I provided them with everything and its another month no reply no refund. I have been robbed. I am really really hurt and disappointed and feel extremely angry. They are fraud bad customer service. Do not bother with them. Can anyone advise me what else I can do to get my refund please.

I contacted them 3 times over 3 days just to find out where to return my item and they can give a answer my simply question off where to send it back. It does not say on their website and no form was in the box which about 5 times to big. Any way still waiting!

Ordered paid express delivery didn't receive my order they need the stores back and make sure online orders are top priority to send out don't think I will be using them again

Ordered Xmas presents. One broke so requested refund in late Dec. After a protracted process of sending photos and eventually returning the item I was told a refund would be issued. Two months on and no sign of any refund, even after many chasing emails. Seemingly no phone number to call. Would rate ZERO stars if possible.

Don’t shop at all

I returned the item and said refund processed within 7 days. This was a month ago. And I am still waiting.

Been sending hundreds of emails asking for an update and no one responding. They have basically stolen my money even though I returned item in good condition.

I will leave once another comment.. I have now been waiting since Christmas for a refund for not receiving my daughters bike.. all they do is keep telling you there is a back log of refunds.. totally taking the p***!

Item arrived damaged - likely in transit. I have been waiting 30+ days for a refund. Terrible customer service. I won’t shop there again.

Very bad service no wonder they folded!!

Bought a bike for my son for his birthday paid express delivery for next day delivery … it took 4 days for it to arrive! Not only that when it arrived there was a broken part to the bike so contacted customer service who said I need to contact the manufacturers, ummm is that not your job as I purchased the item from you???

Also bought some Paddington bear book and rattle for my other son …. 1 week 3 days later after paying express delivery I’m still waiting for them to arrive!!

Wouldn’t bother with Toysrus!!

Do not order from them ! Never received what i ordered and no comunication !!

Ordered a set of drawers which came when expected, however, parts of the drawers were missing and what seemed like parts of a different set of drawers were in the box. Returned the item as requested, I am now 4 weeks later waiting for a refund!! Communication is poor and will not advise when or if a refund will be received.

Ordered indoor drone. Paid for next day delivery. Was not delivered next day. When it arrived, packaging was open, radio control was broken and a rotor blade was missing. Sent back as requested. Still no refund weeks later. Wrote review also as requested. Because it was not favourable, was advised did not meet website guidelines and would not be published - surprise! Customer service needs to be improved a lot!

Please do not use this company. Not the same Toys r us as before, they are hiding under a previous high street retailer but are really an amateur operation. Did not delivery one of my items in December. Said they would refund me, been emailing back and forth for weeks, said refund was coming but still nothing. After more emails back and forth said it was accounting department delay its now Feb! 3 months no money back. Absolute nonsense! I work in head office retail and i know an refund is a 30 second process. Seeing other reviews it looks like i am not the only one. They are not refunding money on purpose, avoid at all cost.