Toys R Us UK Reviews 

Please avoid this company at all cost. They have ruined my daughter’s birthday and cost me more money. Seem’s like my favourite child hood toy shop has become a scam. No point of contact no way of complaining. I purchased my daughter a bike for her birthday the one she wanted was only in stock at this shambles of a business. So I ordered it and paid express delivery to make sure it would get here in good time for her birthday. Well it hasn’t come, I can’t get no response from Toy’s r us. They refuse to answer me at all. I have now had no choice but to contact my bank and dispute the payment. I have now had to go out and replace the bike and few other items I stupidly got from there. Don’t get scammed. Avoid this place

Do not use - took my money for an item they knew they did not have in stock. Did not notify me that the item had not been dispatched. Did not contact me about my order until I emailed them 2 weeks later. Told me my refund would take 2 weeks. Messaged after a further 4 weeks, still no money and a generic response about it being with the accounting department. Terrible business and terrible customer service. Do not waste your money.

UPDATE - Still have not received my refund and they no longer respond to my emails. Please report to trading standards.

Gutted I didn't read these reviews before I ordered from here. You'd expect better service from a large company like these. Most items turned up okay, my daughters main Christmas present come damaged, and faulty. When opening the exterior box the interior box containing the item was opened and everything in the box was out of place. As if we'd received someone else's return. Plus, the item didn't even work! As soon as we see the damage, on Christmas day, I contacted ToysRUs, can only do this via email. They take ages to get back to you, send you returns package, you return, but no refund. This has been ongoing since Christmas Day. Be careful, be cautious. I shall be disputing this through my bank because it seems I won't be getting my money back from them. Disgusting service, DO NOT USE!

I would rate toys r us 0 if i could.
Ordered back in novemeber, they then took double payment and recieved double items. Sent 1 lot back,tracked through royal mail, however recieved no notification or anything from toy r us to say the had recieved after then waiting to recieve a refund i had to contact them via email from 'jessica'who said it would take 14 working days asked for bank screenshots(which i did not give as there are tracking numbers through royal mail..why would they need to see someones bankstatements...scam?).
2 months later still no refund emails being ignored. Generic emails were sent previously saying they can not now give a time frame for refunds and the back office team are dealing with high priority..seems most peole are getting the same things said. Absolute scam. Do not buy with them. Cost of living crisis and we are still waiting for a large refund back. Disgusting.

We ordered a kids kitchen for a Christmas present which didn't arrive on time so we returned this back on 5th Jan. It is nearly 7-8 weeks where I am waiting for my refund. please dont shop here as it looks like scam.

They don't have any complaints department or telephone lines and the only method of communication is via email which only says we escalated to the billing department but no reason for delay and no refund till the date.

Scam company. DO NOT BUY FROM THEM

Sadly I wish I had read the TrustPilot reviews. Firstly, Toys R Us took duplicate payments for an item that I ordered without my consent. If a retailer did this in person it would be classed as theft. The order that I had placed then took over a month to arrive, and so I returned it once it did. That was 6 weeks ago and I am yet to receive either refund, despite their customer service team saying that it is being looked ok into as as a priority.

Still waiting on my refund from December the 8th 2022. Ridiculous

Like many others on here my Mum bought a gift for her great grandson on 6/12/22, it never arrived, they said they could not find order! We asked for a refund, said its processing. Sadly my mum passed away so its even more distressing. I've emailed 17 times from December. Avoid

Ordered a Xmas gift on 21st December and paid for express delivery which states 1-2 working days on their website. The gift should’ve arrived before Christmas. Nothing was received so on 28th December I requested they cancel my order and issue a full refund. Conveniently the order was then dispatched and I was told I’d need to return the item once it was received. The returns process is antiquated - you have to email them to request a returns label which takes a few days for them to reply and send it to you. On 4th January I returned the item and tracking confirms that Toys R Us received the goods back on 6th January. After 11 days I didn’t hear anything from them about a refund (most companies just process it without having to be asked) so on 17th January I chased and was advised I’d have to wait another 7-14 WORKING DAYS to get my money back. Of course, 14 working days has now passed and no refund has been received. I wouldn’t recommend anyone buys from Toys R Us. You won’t receive the goods on time and getting your money back is impossible.

Paid in December for a bike
Never arrived
No refund now February
Discussing service

Ordered on 21st November, after receiving a dispatch notification and not getting the items I contacted toys r us on 2nd December for them to say the item was out of stock and I would be refunded, still no refund by 30th January after multiple attempts to contact them so had to raise a dispute with my bank who have promptly refunded this.

I received my rainbow stack promptly and was excited to order from
Toys R Us again. I can see lots of negative reviews but they can’t all be bad. Happy customer here:)

DO NOT USE! Bought items in November, arrived crushed, sent them back. Still waiting for a refund. When I email them they respond and say they've already escalated it with their backoffice team and there's nothing more they can do.

DO NOT order from this company. Ordered a toy for Christmas, didn't come in time so returned at my own expense via RM tracked which they received on 06.01.23 and still no refund. No contact number to speak to someone either, never again.

Awful company…. I believe this is either a scam or fraudulent company. Ordered 14th December told on the 21st December after I made contact with them that the website was wrong and the item was out of stock. A refund would be made in 14 days. I’m still waiting for that refund today. I have instructed my credit card company to try and claim the money back now. I have contacted them several times and each time I get a one line response. They don’t take customer complaints and there is no contact number to phone them. This is why I believe it is not a legit company. Nobody fall for this.

This company is a scam. Ordered in October, was sent incorrect item which was returned promptly. Have spent the last 3 months chasing a refund to be told multiple times by Jessica that my refund is currently being processed as high priority...just like everyone else on here apparently. Still not a penny in sight unsurprisingly, have now escalated the issue to paypal. Do not buy from here.

Is this a scam company? I ordered and paid for an item 17th Dec, received an email to say order had been processed. Luckily the intended recipient of the gift mentioned they never received anything. I followed up on Jan 4th and was told the item was not processed and was out of stock. I’m still waiting for the refund. They are taking money for items not in stock, not informing the customer, and not refunding. I think that is called stealing?

I was terrified after I ordered and then looked at Trustpilot and saw all the awful reviews. However, my shopping experience was exactly as I would expect. Ordered on Saturday with free standard delivery, items dispatched on Monday, received on Wednesday. I was kept up to date with tracking info. My items were correct and well packaged. No complaints at all. I assume they just had a dodgy period over Christmas.

Babies R Us I will never feel confident to order from you again. Having waited over two months to receive goods/refund, I think your business is willing to steal money form unsuspecting customers. I am so very disappointed. I have opened a complaint case with PayPal. Very upset as I was promised a refund after my order was apparently lost!