Toys R Us UK Reviews 

I thought buying from a company with such a reputable name would be fine without first reading the reviews but never again .

I ordered a dolls house in November which arrived quickly enough but I come to put it together and there was a piece missing .
I emailed the company to return it and was told to send in a photo proving the issue . With over 60 pieces I tried to tell them I couldn’t photograph a piece that wasn’t there but it took a number of further emails to finally get them to accept a return .

They received the item back on the 4th December . It is now 6th January and despite chasing there is still no sign of a refund . I have tried to chase and just keep being told it’s with the accounts dept . I have had to now involve PayPal . It really isn’t worth buying from this company for all the hassle if anything goes wrong - please be warned

Ordered Lego with next day delivery payment was taken immediately and the order processed. Over a week later it had still not arrived. No response from customer services giving them the final day for it to arrive before we went away for Christmas. I then saw the reviews here and thought I had been scammed. I contacted them to cancel the order on the day we left for holiday knowing that it hadnt even been posted. Customer Services eventually responded saying I couldn't cancel and gave me a tracking number that didn't exist suggesting they hadn't posted it.

They did post the package however it was very late and was posted when we were away so it was left on the doorstep.

I'd avoid using the company again, they don't do next day delivery, they obviously lie about shipping the item and the customer service is slow and unhelpful. I feel they could have cancelled the order but chose not to and then deliberately sent it knowing it was too late, the order was cancelled and I would be away. It even took them 2 weeks to respond to the refund request on PayPal.

This company are using the ToysRUs branding that we knew and trusted but whoever is operating it now clearly has very poor standards and it isn't the same.
We did get our goods but it was very late arriving and a stressful experience. Best to avoid unless you are not too fussed when your items will arrive.

AVOID***
I was so excited that Toys R us had returned as I loved the store as a child. I ordered 2 items and only received 1. The company has been a nightmare to deal with, different things advised every time. Im still waiting on a refund from beginning of November. They don't have a clue what they are doing, no complaints team or anyone to speak to. Pay more and shop elsewhere, will be a lot less stressful.

Ordered something on the 28th, immediately the item was processed. Then nothing. I've emailed them and they said item is out of stock so my order got cancelled and I have to provide proof of payment (paid with paypal so why?) so they can send me refund. Reading the reviews here, I've decided to open a paypal dispute.

What a let down :(

AVOID AT ALL COST! I didn't even want to put one star! Ordered in plenty of time for Xmas express delivery and followed up the order 4 days later as I hadn't received it. Thier email replies are soooo slow, no number to ring and I had no idea if I would get my daughters Xmas presents in time. They just reied with they aren't sure. When they did finally arrive just in time there was a few toys missing and have yet to get a reply about a refund.

Totally untrustworthy company. Charged extra for next day (Wednesday) Express Delivery and then finally delivered two days late on Friday. Children had left by the time their presents had arrived.

Toys R Us blamed anyone but themselves. Will never order from them again. Stick to Amazon Prime for reliable shipping.

I just wish I'd read the reviews before I ordered anything from this shambles of an outfit.
I decided to go with them because they offered next day delivery and I needed the bike as a present for my granddaughter a week later.
Despite repeated emails I heard nothing until I got one a few days later saying that my order was cancelled and my details had been passed to the refund department.
Absolute bunch of crooks, nothing like the original ToysRUs

I requested the cancellation of my order and was confirmed that it was cancelled, however, my £502.49 has not been returned. I provided information regarding the payment method and a screenshot of my bank statement as requested, but have not received the refund was promise up to 14 working days. Everyone with same problem must organize themselves and contact the Police to arrest these thieves

This is not the wonderful Toys R Us from my childhood. I was so excited to learn they were back online so that I could buy my son some items. Delivery came on time however, I needed to return an item which is impossible to do online. I had to fill out a contact form even though I already created an account. The process is tedious, not what you would expect in todays day and age. The representative asked me to provide proof of purchase even though I provided my order number, asked me to send a screenshot and take a photo of the item I wanted to return. I have not had a reply since and time is running out. I think they have chosen not to have a smooth returns process to deter people from returning items.

⚠️⚠️WARNING STAY CLEAR.. NO DELIVERY MONEY TAKEN AND NO XMAS PRESENT. YOU CANT SPEAK TO ANYONE, EMAILS INGNORED. MONEY TAKEN AND NOTHING EVEN SENT. ⚠️⚠️ AVIOD. STILL NO PARCEL. EVEN PAID £5.99 FOR EXPRESS DELIVERY. CANT SPEAK TO GET A REFUND.

Ordered 2 items for son’s Christmas from Babies R Us. After a considerable wait, only 1 item arrived in a small box, with the second (more expensive) item missing. There is no number to call so I had to email their customer service. They took several days to get back to me and when they did they simply said that their warehouse indicates both items were shipped and that I am apparently mistaken. I replied with the picture of the small delivery box and asked how two items could possibly fit in there, and have had no reply.

I am having to request a charge back from my bank like most other customers here. I should have checked these reviews before using them, it seems they closed down and now somebody is using the old good name of Toys R Us to trade on with an amateur and shambolic team that does not know what it is doing since they reopened in September 2022.

Presents for Christmas did not arrive. No contact from Toys R Us following order confirmation. TERRIBLE service

Thanks to toy's r us my grandson won't be getting he's Christmas present.
I wish I'd read the reviews first.
2 to 3 days delivery. Its now been 2 weeks. They cannot blame it on the postal strike. They have had enough time to send it.
As soon as I placed my order I got a confirmation email saying it was being processed. So I thought great il recieve it in time.
Anyway no one to talk too about it.
Emails a waste of time.
Never again will I order from this company.

Ordered for Express delivery. Didn’t arrive. Came here to read the reviews and assumed I would have to get a bank refund. Messaged ToysRUs on FB Messenger and got very prompt reply. Shortly after, update received from DHL and it arrived within the week. Despite late delivery I as happy to receive my parcel.

I remember Toys R Us being a magical place when I was a kid but my experience with them as an adult has been quite different. I ordered a Bluey Play Doh set from them on 10/12/22 and the last I heard from them was that my order is being processed. Since then I have heard nothing. I’ve been forced to order the same thing from Smyths Toys (which I ordered on the 15/12/22) and that has already arrived! DO NOT USE TOYS R US. Save yourself the stress and purchase your item from Smyths who are far superior.

ETA: It is now the 29/12/22 and I have STILL heard nothing from them!

ETA: it’s now 4.1.23. I’ve still not received my product and was sent an email by the company asking me to review it! When I posted my “review” stating how can I possibly review a product I’ve not yet received I was told that my review didn’t meet their “website guidelines” so clearly they only select the few positive ones they receive. These thieves have got my money. DO NOT USE THEM!

Despite all the negative/bad reviews, my parcel came today in good condition and on time with out issue.

When I had not had a status update, I emailed Toys"R"Us, and they sent me a tracking like the same day.

Parcel came today on Thursday 22nd December and was ordered 6 days ago on Friday 16th December.

I ordered items for Christmas almost 2 weeks ago, got an order confirmation and of course the money went out of my account but then, absolute silence. I chased having heard nothing for a week and worried about Xmas deliveries, and was eventually supplied with a tracking number that didn't work until TODAY, when the items arrived. Unfortunately because I had heard nothing for 3 days since informing customer service that the tracking number didn't work, I ordered the items from elsewhere and now have 2 of each! Getting the items isn't the only thing, it's the sense of reassurance that you've got it sorted and don't have to worry about it; this company doesn't provide that service. Completely baffled that this company doesn't have better communication and systems - you absolutely need to know when your items have been shipped so that you have a sense of when they will arrive! I rarely do this but want to let anyone considering using this company that it's not worth the trouble, and reading other reviews, my experience is the rule rather than the exception. I'm really disappointed by this shopping experience.

Absolutely horrendous customer service. They charged me twice for an order and said they would refund. It's now been over a month and still no refund.
I've sent them numerous emails and raised tickets via the contact us option on their website. I've not received one response - completely ignored.
Completely awful experience.

I ordered Lego Orchid on 10th December. It was in stock. No communication until I chased on the 21st December. I was told a day later that they have no stock and my money would refunded in up to 14 days. Rubbish!

I ordered from them about 8 days ago and heard nothing. I looked up the reviews yesterday and was in a panic but then my items arrived in the post today without any despatch notification etc from the company. I hope others receive their items too. I’ve knocked the star off for the lack of communication and slowish delivery.