Toys R Us UK Reviews 

Unbelievably shocking. Luckily I only ordered something for £18. DO NOT USE THIS COMPANY! After 10 days there is no record of this item in the courier system, a non existent tracking number has been supplied. If despite reading the many tales of woe you do decide to gamble with this company then be sure to use PayPal for your order, you will be glad of the help they offer when the inevitable happens.

I ordered toys for next day delivery and they didn’t arrive. I began to think I should’ve checked out reviews. I did and saw they were pretty diabolical. I felt really annoyed with myself that I didn’t check this out first. I emailed toys r us and messaged them on their Facebook page. I got a reply fairly fast with a tracking number and told they didn’t arrive the day before due to the postal strikes. I was dubious, but there wasn’t really much i could do, but wait.
So I waited, convinced that nothing would arrive, but it did a few hours later!
Everything I ordered was there in great condition and well packaged. I have only given four stars as my TRU account states I ordered after the next day cut off, but I definitely didn’t. Overall I’m very pleased with my order.

Honestly i ordered a bike for my niece and i then read all of these awful reviews and i was panicking as its only 5 days until Christmas so i emailed and messaged on social media about updates on the bike and got a response quickly and the bike arrived today. Thank you.

EDIT - item did finally arrive but no confidence in company so will not use again
Didn’t dispatch item. Sent false tracking number. Took money but no goods

This company does not live up to its promise. Ordered and paid for goods, they can’t deliver my order as out of stock for over 2 months but after “10” emails they still cannot reimburse me MY money.

DO NOT USE this company

No wonder Smyths put these out of business. Shocking service. Ordered beginning of December (to avoid postal issues). No correspondence or updates. Now given tacking number that doesn't work. Not even shipped items.

We have been raising money as a business for a local Salvation Army Toy appeal (we raised over £2,000) and placed an order with Toys R Us for £400 on 14/12/2022 and paid for the next day delivery service. Needless to say nothing has arrived and they are blaming Royal Mail which we now believe may actually be a fabrication? We have requested a refund to allow us to replace the toys and now the fun has begun! Non existent customer service and wrong attitude, would strongly recommend not using. Given our motivation and the consequences of non delivery etc. at this time of year makes their attitude and lake of capability all the more shocking!

If I could give 0 I would never received item paid for express delivery customer service none Existent having to go through my bank
Will not be ordering Freon them again

As many others my parcel still hasn't arrived and only offered a refund once parcel arrived and it's returned!

I have contacted BBC Watchdog (simply Google 'how do I contact watchdog')

You can also make a report via their Facebook page that you haven't received your item(s)

Fraud do not purchase, I trusted this known company and it is going to ruin my 7 year olds santa dream on Christmas, they haven’t posted my item ordered at the beginning of December, they’ve lied and given me fake tracking numbers, I cannot get a replacement item in time
From anywhere else and my son is going to be broken on Christmas when the one small thing he asked santa for he didn’t get, thanks to the fraud
Of this set up, incensed at the lack of care and absolute lies. I do not even believe they have the stock just taking peoples money with no intentions of sending products, this is criminal

If I could give it a 0 I would. Placed an order and paid the express delivery. The order was placed well before the cut off time for next day delivery. Have tried contacting customer services and had no reply from anyone. I now have the task of going through my bank. Bunch of robbing thieves. Save yourself the time and money and do not go near them

Absolutely disgusting customer service. This company failed to deliver an item I placed 20th October. I waited for delivery and chased the company 17th November. They promised to refund me but I had to wait 14 working days. It is now 16th December and the only response I get they have escalated to back office. I have had to raise a dispute through my bank. I will not be buying anything from this company. Please buy elsewhere to avoid disappointment.

Don’t touch this company. We placed an order mid November for our daughters Christmas. Received one email to say they had our order then no further update. My husband contacted customer service which is a total joke asking for “screenshots” of our proof of purchase despite him providing the order number. They are incredibly slow at replying. it’s fair to say if the prices are too good to be true they probably are. I will be avoiding ToysRUs and not be purchasing from them again.

I ordered some items from them mid November but the items were never dispatched. I emailed numerous times to try and resolve this but was just told they would pass it on to the warehouse team. When it was clear they weren't actually interested I messaged them again asking for a refund. I was told it would take 7-14 days. Surprise surprise, I never got a refund. It has now been almost a month since I submitted my order.

After going out of business once you would have thought they might at least act like they care. What a comeback for Toys R Us.

Non existent customer service. I will now endeavour to contact the CEO or the fraud deapartment and FSA.
I ordered a trampoline and received sandpit and water table. They asked me for a picture of the parcel delivered and I sent it. Then my telephone number and Address so that they could generate a return. I sent that also. I could just have been scammed! Do not attempt to buy anything from them. The Ticket number is 202086 incase this comes to the attention of Management.

I am still waiting for my order to be processed having placed it on the 25th November. I have emailed a number of occasions and have no response and still no presents for my kids. Please can someone contact me for my order? I have tried every route possible to get a response. Please toys r us respond to my emails and help track my order which has been stuck in processing status for two weeks.

I placed an order on the 5th of November and their website had a fault so it appeared to fail all 3 times I tried to put the order through so I assumed the item I was trying to order was out of stock. I then checked my emails and found that 2 orders had gone through and I had two payment receipts from PayPal. I emailed Toys R Us immediately to explain what had happened and asked if the duplicate order could be cancelled as I only needed 1 item. They cancelled the duplicate order and only 1 item arrived but I was then told it would take 7-14 working days to get a refund. I keep checking my account and there is no sign of a refund 1 month later. I’ve sent multiple emails and just get told they’ll check with the back office, they’ll chase it up etc but nothing ever comes of it. I’m now going to have to contact my bank to try and get the money back through them instead. The item was fine and the delivery from Royal Mail was perfect it’s just the website fault and lack of refund that would leave me to say order with care as they may just keep your money if their website malfunctions and takes your order twice whilst telling you it failed.

Edit - 23/12/2022 - I have now dropped my rating of Toys R Us to 1* as I’d recommend avoiding them at all costs. I still haven’t got my refund of the duplicate payment for the duplicate item they didn’t even send me. They kept telling me in various emails back in November that they’d refunded me which is a lie. They’re now asking me to provide proof of payments (confused as to why they ask for this as they wouldn’t have dispatched any items if I hadn’t paid) so they can refund me which will take yet another 7-14 working days when they’ve already had my money for 48 days. As they only answer my emails every 2 weeks that’s more like 30 days add on another week for Christmas/New Year. I doubt I’ll ever see that money again as they’ve told my bank they’ll refund me so the bank have now closed the case as it’s “resolved with the retailer” and the bank refund they temporarily issued has been taken back! Now my money x2 is stuck with Toys R Us again. Scammers! Send you 1 item, charge you twice and keep your money!

Edit - 05/01/2023 - Toys R Us are still asking me for proof of payment which I’ve already sent them last year and 2 additional copies of the exact same information this year as they ignored it last year so they can “refund me”. I have asked for details of their complaints process twice which they won’t provide. They’ve now had my money for 61 days. After talking to my bank, they have now issued back a temporary refund but this money is held until a resolution is reached with the retailer so that money can’t be accessed.

Please please please shop elsewhere so your hard earned money isn’t stolen by these con artists who promise refunds then keep your money and waste your time by stringing you along asking for this and that then ignoring it, lying to you and breaking their promise. This is far from the experience that I used to have in store with Toys R Us when they were on the high street.

I ordered a green machine, it was “processing” then it got lost in the warehouse, more like somebody stole it and I’ve got a wait 14 days for a refund. Thanks Toys “R” Us thanks for nothing!!!!!!!! won’t be ordering again ever!!!!!

don’t trust this company they are scammers

I placed an order with them almost a month ago and it was never delivered. I reported my missing order and after emailing back and forth they agreed to refund me but after waiting the full 14 working days I still was not refunded. I emailed again asking why I wasn’t refunded and they fobbed me off saying the matter is being escalated to a back office team and expect me to wait with no timeframe and now there point blank ignoring my emails. DO NOT TRUST. Just awful customer service. Will be filing a chargeback claim with my bank.

Responsive customer service team where there was an error with my order confirmation. Confirmation never received 3 days post order. SMS updates never received and only half my order ever arrived. Requested an update and severe delays in customer service response and no explanation besides order processing issue… the product is not packaged so stolen or “lost in transit” is the only rational explanation. Now to source replacement item with little time to find stock and have the audacity to quote 7-14 working days for a refund. Merry Christmas. This isn’t anywhere near the ToysRUs of old and is a joke acquisition of the previous IP and Brand run as an e-commerce model. Order at your own risk.