Toys "R" Us Reviews 311

ToysRUS is very good at adding things to the cart but terrible at Proceed to Checkout. Trying to help this business but they have the worst website.

One star is a generous rating.
Zero customer service.
This business takes your money and refuses to deliver the product.
You cannot contact them. Phone rings out and no response to emails.
Time to get Fair Trading involved.
Beware of dealing with this business.

If I could give a zero, I would! I signed my baby registration through Babies R Us. And regretted it right away! The online set up is completely ridiculous and time consuming when it doesn't have it be. Each item online doesn't say full description so having to click each one to see if that is the right item is extremely frusterating! Ontop of that, they say they have free shipping when you spend $75 or more, a HUGE lie! You don't! They instead give you a $20 promo towards your shipping! Literally had someone on my registration purchasing items that totalled $140, and it was charging them $69.70 for shipping!!!!!! Also items that people have purchased on the registration, the system doesn't update regularly and I have items that have been double purchased because of that! So now have to wait for double items to come and return them myself. Do not make the mistake on signing up your registry through them!!

Thanks to your great online store I missed out on my son's Hatchimals that were on sale. These things are really expensive to begin with. I punched in my correct address not even using auto fill and my credit card information but it wouldn't let me check out. Wasted time trying. Two thumbs down.

No wonder why American toysrus bankrupted. Over priced, poor customer service and they don’t even accept negative review for web-store. I will avoid using toysrus for the future shopping.

Toys R Us is so overpriced is is not funny they sell their toys at a 100% mark up and when they had real stores on the street they where selling damaged goods at crazy high prices their staff was rude and the managers where ripping people off. the online store should shut down also because you can get all these toys on Amazon for half the price and better service.

I recently bought 2 retro cars for 18 in dolls. Cars are great however, one of them had a crack in the windshield which clerk unfortunately let me know. Live 4 hours away. Poor customer service

I ordered my son a hotwheels car here, but unfortunately in 3 days it break that easily, maybe on how the way my son played it. But still its not a bad buy.

Website is not useable and they need to invest in proper web hosting and developers. Unacceptable.

The London Ontario Argyle Mall Toys R Us store staff are amazing! I can't say enough about how they served me on two different occasions for purchases when I was shopping for gifts for my grandkids! The staff on the phone told me exactly when the delivery would be in for a Lego set I was looking for, it was on sale, and it was put aside for my husband and me The customer service representative in the store was helpful. We also bought another item which was a large ticket item and got it for a sale price which was not still in effect, but as the sign for the sale was still on the shelf, she sold it at the marked down price. These are for Christmas items and had had another wonderful experience in October for a birthday present. Thanks very much for being so helpful and making our shopping experience an extremely positive one!
Best wishes to all, Pat Gibson, St. Thomas Ontario

I ordered via Express delivery from Toys R Us online, it didn’t dispatch until 6 days later only because I suggested I would be making an official consumer complaint to the ACCC and relevant state of fair trading. Within ‘1 Minute’ of sending this email to them, I received a response that my order had been dispatched with tracking! This was a generic response, not a customer service response by an assistant. They literally never answer their phone calls (main number on Australian website: (03) 9005 1750- let’s see if they answer or change their number now!), it just calls out and I tested it for a long time, there is no voicemail to leave a message, they never reply to their emails or ‘online ticket’ enquires. I had experienced this during the 6 days of waiting and asking for my order just to dispatch. Who has experienced any online assistance before from Toys R Us? I am really interested to know. There are no actual active online representatives for the store! They do not exist for communication as I can tell, which makes it untrustworthy and a very non-transparent way to run a business. After doing research, apparently the company had 64,000 employees before entering into liquidation, now as of 2020 they only have 70 employees. That tells me there is something seriously wrong with the business. I have heard other customers were not able to receive a refund, as below and some have been over $1,000 that they were not able to gain back from their order. This company should be reported, it catches many consumer victims as customers are shopping for CHILDREN products! Disgraceful. If the company continues to operate- it needs a complete overhaul, new management and genuine customer service assistants who ‘respond’ to their customers within 24hrs. If you have any issues with dispatch, delivery or claiming a refund, REPORT the company. Make an official complaint to the ACCC and your state fair trading if in Australia. Lots of parents are getting duped by this online store in Australia and internationally. Keep track of your orders vigorously with them.

~ I have since received my order from Toys R Us, the Express delivery was fast and the items are thankfully in great condition. I can’t believe how long I had to raise my concern though over the dispatch time and just to get a response from their customer service. The customer service (no name provided) sent an email to me only ‘after’ my order had been delivered, not ‘before’ to assist with any troubleshooting and the long dispatch time. They apologised and stated the response wait time is 2-3 days. As I’ve seen in other reviews, no wonder some customers don’t receive any notice or their orders until a month later when they don’t speak-up! Toys R Us online really need better communication and dispatch times for their customers to avoid misunderstandings and to ensure transparency. End of story.

Items ordered online were missing. Noone ever gets back to emails and phone lines are not answered. DO NO ORDER ITEMS ONLINE from Toys R Us!!!!!

Prices are nonsense, stock is ancient, website is TERRIBLE (fix the search feature, as I have complained about it MULTIPLE times now - type in Marvel Legends and they show you Marvel EVERYTHING and the sort feature doesn't work AT ALL). They sell things online that they don't have in stock and no one calls to tell you the order was cancelled. They've only gotten worse since the "fire everyone" fiasco.

Pre-ordered the OMG Remix Super Surprise from Toy R Us in Canada. Received a notification that the order is sent and was happy. Just to receive another notification shortly after that the order was canceled. Got a refund and a useless coupon instead.
Wanted to write a review and mentioned that they should prepare better next time, especially if it as product that is popular. One example was by limiting the amount of the same product per address, to prevent scalpers to buy out the entire stock.

My review was never published and the review that are there are all negative and people describe the same problems. On their FB page they delete every negative comment only thing left are anger reacts.
Just checked their website again and it looks like they now have gotten rid off the negative reviews too.

I don't think I'm going to pre-order anything from them ever again. I don't even feel like buying from them at all after that experience.

I sent two inquiries through there contact us email address over the last two weeks and never received a response to either one.

Absolutely useless. I bought an rc car and a day after it arrived I noticed it wasn't charging. I contacted them and they handballed me around and then stopped replying all together.

I ordered line. It was smooth transaction and received the order without any hiccups.

I ordered an item online. When I opened the box up it was a complete different item and invoice which was somebody elses order. I called customer service in which they sent a replacement new order, yet a day later it was cancelled due to stock availability. Horrible system. Also not to mention a total of 1.5 hours on hold with customer service.

My one year old received duplicate gifts for his birthday. When I approached Toys R Us for an exchange I was told I need a receipt. Gifts were dropped off as it is lockdown so we don't actually know who bought what. After spending thousands at Toys R Us this is the kind of disgusting service I received! Do they really expect me to phone everyone, embarrass myself to ask for a receipt???? COME ON! WHAT HAPPENED TO MANAGERS DISCRESSION? IT'S NOT AS IF HE TOY IS A R1000!

Ordered a skateboard for my daughter’s birthday. And they sent us a penny board for toddler instead! (My daughter’s 15 yo). The price almost half the one that I’ve ordered. Brought back to nearest toys r us (this was not the reason of buying online that I still had to go to the store, duh!), a very tired looking associate helped me got my refund and mumbling “sorry”. Never doing business with them again.