Toys R Us UK Reviews 

Absolutely crap.
One missing toy and no refund and one faulty toy.
No answers from customer service.

Sadly a familiar story…ordered goods in November, received the delivery with an item missing. Queried why an item was missing to which they replied it was found to be out of stock at the point of picking. Ok, not great but promised a refund in 7-14 days. Despite multiple attempts to contact the customer service team, the responses have been generic and unhelpful, and still no refund. Clearly a common theme at present. AVOID.

This company is shocking!! I ordered Xmas toys in November only for the address to be incorrect printed on my order. Royal Mail could not make delivery and It was then returned to them by the Royal Mail with tracking proof and a photo of my parcel yet they are adamant I recieved it. PayPal finally refunded me after reviewing concrete evidence I hadn’t recieved it. Nearly 3 months of arguing with them. No wonder they went bust first time around.

I ordered something late on 16.1 as was a very good price. I then see all the negative reviews and began to panic a little. Well I needn't have worried item was delivered just now! Had emails to update order status to processed and then one with tracking details and then it was delivered. Weather I am in the minority or people only leave review when they have a negative experience I cannot fault the service I have received!

Absolute Charlatans.
please don't order off this SCAM company !!!!
My wife and I ordered a full travel system from them supposedly to come with everything we needed for our new baby. Pram, Seat, Car seat etc for £599.00 we thought was good value for money. To Good to be true more like.
What we actually received was Just the Pram ? NO car seat or seat or bag or anything that goes with it. After numerous emails over several weeks. As they have no telephone number. (RED FLAG) we were sent a final email with a returns label. No apology or offer of them to send out the missing parts or refund the value of the missing parts. In the end we had to keep the pram as we had already built it as the baby was due a few weeks after the pram arrived and had to buy the accessories from another baby shop. No wonder they went into administration with customer service like this.
PLEASE DONT PUT YOURSEVES THROUGH THE STRESS OF BUYING ANYTHING FORM THIS COMPANY !!!!!! life is stressful enough.

Worst online buying experience ever. Order didn’t turn up, I emailed asking when it will be delivered only to get a reply that the order is cancelled due to items out of stock. This was the beginning of November and I still haven’t received a refund. Emailed customer service numerous times and just getting the same response! This is surely a fraudulent company using the toys r us brand to rip people off!

Wish there was a no stars option. What the hell is on going on with Toys R Us?? Is it even really them?! Returned an item early Dec and was told I’d receive a refund in 7-14 working days. Still waiting. Sent multiple emails, sometimes I get a (slow) reply from the same guy not giving me any answers. Just keeps saying there’s a backlog. I will never buy from them again. And if you’re thinking of risking a purchase from them - don’t do it!! There’s plenty of other legitimate companies to buy from. So angry!!

Needed a cot pretty quickly, ordered with next day delivery from Babies R Us. It didn't come next day so got in touch, somebody said they "couldn't see why" it wouldn't it wouldn't be delivered the next day. Next day nothing and then no reply to 3 emails. Eventually got back today and i cancelled the order and hopefully being refunded in 7-14 days (criminal). Bunch of clowns. AVOID. Thought Toys R Us were a credible company. They're not

Terrible ordered a lego set there was five available for Xmas meant to be next day free delivery I give it two days to be polite due to royal mail strikes I emailed them told them it's not arrived then boom email received sorry about that not in stock we will give u a refund and what do u know still no refund they say 7-10 days well its been over a month still no refund shocking so basically stole my money and haven't got it back do not trust toy's r us they will basically email you as there is no phone numbers so you actually can't call to complain or ask anything shady as he'll don't trust them

Terrible experience. No communication after ordering, item then did not arrive within expected delivery time scale, no confirmation sent, Customer service was non existent, did not have any response to my emails order eventually turned to long after expected date and the wrong item was sent. Could not get through to anyone again to resolve this.
Write an honest review like this on their page and it was declined surprise surprise!

Outrageous! Order placed 10th December. Chased 19th December and told it me was out of stock. Requested a refund. Still waiting Jan 12th. Utter Crooks. Assume 5 star reviews are fakes..

Ordered two items on Sat 7th of January, only wanted the nerf ultra five since it was cheapest I could find and got another item to hit free delivery.

Arrived Wednesday 11th, I did not get a dispatched email, so I ended up emailing customer service on Wednesday before the package arrived and got a reply back, response time is pretty good, much better than game.co.uk.

OK first shopping experience, I will order again if I find something I like.

I ordered 2 items, one of them received faulty. Faulty item Was sent back the next day, they provided the return label. Since 9th of November (two months ago) I received no refund. Please avoid buying from them. I never experienced such a bad customer service. Such a waste of time and money. Never again avoid avoid avoid!!!

Placed an order and by the following day it was showing as processed.
Two weeks later and no update, so contacted them. Just like the other reviews, I received no reply. It was only after commenting publicly on their Facebook that they replied.
Asked for my order details (which I'd already provided) just to then say they couldn't find the order and I needed to provide proof of payment and they would issue a refund.
When questioned as to why I've received the confirmation, and why it is showing on my account they just stayed that the order was placed, but not processed at their warehouse due to an 'issue on their system'.
I wish I'd read the reviews before ordering, as I am not the first, and won't be the last, to experience shoddy service from them.
If you don't want to act as a payday loan to them then I'd highly recommend avoiding!

I bought a toy two weeks before Christmas and even paid for express shipping just to be sure it would arrive in time for Christmas. I chose ToysRUs for a change to help out the smaller companies rather than the Amazon giant. I wish I hadn’t!! The item said in stock when I saw it online so I bought it. Within 12 hours I got an email update saying the order was being processed (I never received any further email updates about my order). Three days later I hadn’t heard anything so I tried to contact them but found there’s no quick way of contacting customer services, you have to log a ticket and some time that year they’ll get back to you. After another two days, something didn’t feel right so I ended up buying the item from Amazon so I had it and I created another ticket to cancel the order. Four days later, I received a reply from customer services saying to send them screenshot confirmation of my order and payment details. This felt like I’d been scammed the fact that they couldn’t find this data from my order number in their system. I sent them a screenshot of the order but refused to send them bank info and heard nothing for another week. On the 15th day from placing the order, I contacted my bank and made a dispute sending them all my evidence of trying to contact ToyRUs and within 2 days ToysRUs sent a refund ironically. They emailed to say the item wasn’t in stock (despite their website saying it was at the time) and that they had sent a refund. Seriously, if you haven’t got your money back, contact your bank and they will help but you have to have evidence of all conversations.
I will not be using this company ever again, it’s a shame they used to be ok until they went into admin and became online only!!

Placed an order for Christmas, waited 2 weeks and had no update on the status of my order - they said that I had not placed an order.
Sent screenshots of my bank account to show the money leaving as well as the order status page. They then agreed i had placed and paid for an order. A month later and still no refund, just promises of an update from the billing department but so far, nothing.

I ordered Christmas presents in October and they were missing from the delivery.
I keep emailing to chase refund and they have said they are processing it.
No items and no refund! Avoid this company.

Informed me my online order now not available and will refund 7-14days. It is now nearly 7 weeks later and no sign of my £180 refund. Contact impossible … received two emails telling me there’s a big backlog! Now considering legal means. DO NOT BUY FROM THIS COMPANY.

Despite all the bad reviews, my experience has been perfect. Ordered on Sunday and received the item on Friday. Absolutely no issues at all. Maybe they just had a bad Christmas period?
I would personally use them again, the item I bought was available elsewhere but Toys R Us had it cheaper than anyone else.

Ordered a product for Christmas delivery on 25 November. Had heard nothing by 12 December. Couldn’t find a number to call. Only contact appeared to be by e-mail. This seems to go to an outsourced call centre of some description. The answer I got back was that the warehouse has no stock. That was the complete answer. No explanation, no attempt to advise what next or that they would give refund.
I asked for refund. They wanted proof of me placing the order and paying for it. Huh??!!
I suspect whoever I was communicating with did not have access to the ToysRUs order system. However, I provided proof and they agreed to refund. I was told refund was requested on 13 December but would take 7 to 14 working days. I questioned this but decided to give them the benefit of the doubt. I exchanged e-mails on 4 and 5 January with same customer service person who simply apologised, said they were looking into it and asked that I be patient!!!!
Be patient with a company that is clearly taking orders for stock it does not have and then no sign of refund after 14 working days????????
I got the product delivered within 2 days from Smyths and had a happy grandchild on Christmas Day. I have just raised a chargeback with my credit card provider and they have agreed to refund me within the next 2 days.
All I would say is that my personal experience with this company is they bare no resemblance to the ToysRUs of the past. I will never buy from them again no matter what the discount as there is no guarantee the product exists at their warehouse and getting your hard earned cash directly back from them is nigh on impossible.