Toys "R" Us Reviews 311

I purchased a baby thermometer kit (Vital Baby Protect Healthcare Kit).
It arrived faulty as the thermometer didn't work.

I sent it back for a refund via tracked delivery, and despite chasing repeatedly, a refund was never issued.

I placed my order at the start of November and you guessed it. I’m still waiting for my refund!
Customer service is terrible.
Asked to speak to a manager or a complaints department and was told they don’t have managers or a complaints department.
I raised a dispute with my bank which toys r us lied about to refuse my claim.

DO NOT ORDER.. terrible experience.. stick to Smyths! Still waiting for refund!

Ordered an item which was discounted for my daughter on 07/01. I had heard nothing for weeks so sent a message via the website and still heard no response after over a week. I messaged them on fb to only be told that their system was experiencing faults when I ordered the item and it wasn’t process (even though I received an email saying it had been processed so I don’t believe this). They have said the only way they can deal with this is to offer me a refund and for me to purchase the item again, which is no longer in stock!! I asked if I could raise a complaint as I find it appalling that had I not raised this issue with them then I probably would not have heard from them, yet they’ve taken my money for this item! They don’t appear to have a complaints policy in place as they have just told me that they would ‘note down my dissatisfaction’ which in other words means they will do absolutely nothing!

I wish I had seen the reviews of this company on Trustpilot earlier as company is not adding critical reviews on the website. I ordered a toy as a Christmas present, got a wrong one, needed to send it back, wait till they got it and to wait a further 14 days for the refund. The 14 days have passed but I am still haven't got a refund. My little one could have ended up without a present, but fortunately had more than one ordered for him. I wish people who are buying from this company can see Trustpilot reviews and the rating of 1,6.

Do not ever order from this company!! Ordered a kids smart watch way back in November and still waiting. Get no response except to say they'll look into it.

Met a no manners staff at Sunway Pyramid branch. I'm asking for nerf gun bullet, but the staff point me to nerf gun. I asking again and again, then the staff show me angry face and talk unpolitely. Finally I found out he don't understand English. Really disappointed and spoilt my mood while I'm going there to buy toys for my children.

Toys r us are absolutely awful. Brought a drone before Christmas for my son and it was discounted from £49.99 to £34.99, got the product which is faulty. Have sent in videos as requested they now will not send me a new drone but it’s not longer discounted and the cost is £49.99. Not sure how this is my problem and I should just be sent a new product. They are now expecting me to return the faulty item, get a refund and then purchase at the higher price! Awful company and not the toys r us I remember as a kid! Will never use them again! It’s like talking to a robot on customer service if you can even call it that!

I find myself in a similar situation to previous customer. An item with express delivery was ordered on the 16th of December, didn't arrive until after Christmas. There is no receipt in the parcel and no return address. I have now contacted the customer service 3 times using the website form and email to obtain a return address and have received no response.

Their return policy makes it nearly impossible to return any item. Must be within 30 days, unopened, with original receipt… period! We received two nearly identical gifts, one being a toysRus exclusive toy. I kept it aside, politely thanked those who bought it; and attempted to return the unopened box, a ToysRUs exclusive, still currently in their shelves, 3 days after Christmas in hopes of store credit to buy a different baby doll. Nope, turned away and refused. Do not shop here for any gifts!

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.

Such an awful company! How can they email me an hour before Christmas Eve to inform me the Christmas present I purchased 5 days ago to go directly to my Nephew (who lives in a different country to me), for his first Christmas has now been cancelled?? What on earth am I supposed to do from half way across the world with 24 hours to spare?

Never ever again. Please stay far away from these clowns.

Ordered a toy before 10pm on a Monday it was guaranteed next day delivery which I paid extra for toy finally arrived on the Saturday I returned the item and sent proof of postage I’ve been told I have to wait 7 to 14 working days to get a refund

Their online order system cancelled an item on my order without informing me. I had to go to store to figure out what happened to that item. Apparently it is cancelled because of no stock. But same item is available in same stoer for just 20$ more. Sounds like a scam. Do not use toysrus, buy elsewhere (amazon, walmart). If you do have to use them then buy it in store not their online. Their online experience is extremely bad

Dishonest company. Friends ordered a single toy. Been sent the wrong one. Had to fight over the phone to prove it was sent back. Still waiting for refund after 2 months. Probably one of the worst customer service I have known

Shocking service! Ordered some presents for my daughters birthday, chased order 3 weeks after to ask when it will be delivered and got a response saying part of it was unavailable so i will get a full refund! Probably would never of heard back if I hadn’t of chased! Another weeks gone by, still no refund!
Don’t bring back the brand and destroy it!

Be careful when you buy anything from this store in Canada, and ask about the return policy…. I bought Lego in the morning and found the box broken in afternoon so I went back to Toys R us same store on the Decarie to return it at the same day… they refused to return it saying that in their policy they don’t return Lego !!!!! I asked them where is this policy written, and of course it is not written anywhere…. I told them you should write this on a big sign near the Lego section… very bad store I don’t know till when they will survive… always high prices, no price matching (this is what the staff told me) no return… they don’t respect any of customers rights in Canada

with the Christmas season coming up, i expected them to be full prepared for the rush that was upcoming. they were not. i go to find the new Call Of Duty game my son has been raving about, just to find out that they're sold out. disappointment to the max.

First I ordered something for my daughter for her birthday said I would be able to pick up at store in two hours it was two weeks and it had to be cancelled then I ordered something for Christmas this got shipped promised I’d get it in 2 weeks it’s been 3 weeks and was told i have to wait another 3 weeks because they don’t know where my order is. Do not order online. Stay away!!!

Absolutely ridiculous, I have never, never been through so much stress.
I ordered £140 worth of presents about 7 items and waited for my delivery. A parcel did arrive but it when I opened it it was a transformer lego set that I didn't order. Contact customer service and took 2 days for the women to understand that I didn't receive my items. After we found out that I was sent a transformer lego set (because there was no paperwork with the delivery) I was told to send back the item and prove that I had done that. I emailed her back for the 200 emails over the week and informed her that it was sent.
I asked about my order but was told I would have to reorder my items again. I asked about the refund and was told to wait 14 days. I am on day 13 and I doubt I will get my money back.
Complete rip off and will never use toyrus again.