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Review History & Profile

Product & services pricing 3.75/10
Chance of future purchase: 5.63/10
Shipping & packaging: 5.00/10
Customer service: 7.50/10
Return/Replacement policy: 5.00/10
Click a star to Write a Review!
1/5
2015-12-15

"Box arrived with no cushion packaging inside so my items were left to crash into each other. It took 1 hour and 44 minutes on the phone trying to get a replacement and some reasonable explanation for the lack of safety precaution for the Robot I ordered. It was exhausting phone wait time which resulted in canned answers and more frustration.

My time is valuable, I will never get it back. A supervisor finally offered me a $10 online credit. That would mean I'd have to spend an additional $25 to qualify for "free" shipping. "Free shipping" just cost me near 2 hours of my life filled with frustration. Offer refused. What a racket!
"

Helpful Cool

1/5
2015-12-15

"Agree with what others of said...ToysRUs is not built (or capable) of handling online orders. Stick to Amazon people! I've ordered online from pretty much all the biggies - Amazon, Walmart, Target, etc. and my experience with ToysRUs online has been the worst. First time ordering online from them as I usually will just go to the store, but with a 7 month old and 3 year old at home, online shopping has been the easier way to go. Anyways, I ordered 11/30/15 - 5 items in total. First package (shipped in 2 packages) I received quickly on 12/3/15 - however, I only receive 2/3 items even though the shipping notification and package receipt said all 3 were shipped and they charged me for all 3. The other package with the other 2 items I still have not received and have been literally an hour and half away from me since 12/10/15 seemingly stuck at a FedEx location.

I've never seen this kind of delay with FedEx or the lack of notifications....so I'm not sure if this is a problem on ToysRUs' part or with FedEx, but will follow up with FedEx. IThough I'm inclined to think somehow it has been held up because of some kind of issue with ToysRUs since I've never had a package lost or delayed from either FedEx or UPS....they are usually very quick compared to USPS.

I called and spoke with a Customer Service rep and he was very nice and helpful, he cancelled the order and processed the refund for the item I never received in the first package and said to call back or check with FedEx if I still don't receive the second package by the end of the week. What an ordeal! You would think in the year 2015 they would have online shopping process down by now, but I suppose they are behind the curve. Needless to say I will stick to my Amazon Prime for online orders in the future even if I have to pay an extra couple of bucks.
"

Helpful Cool

3/5
2015-12-09

"I placed my order over a week ago & it still hasn't shipped and now the product I ordered is out of stock! I understand with it being the holiday's things would run a little slower, but over a week to ship?!?! This is my first time ordering online from toys or us, I really hope in not SOL. "

Helpful Cool

1/5
2015-12-06

"I order a game for black Friday online. They email me five days later saying it's out of stock. Now it's black friday u should not over sell any items. I checked online the day they canceled my order, how come they had the product up there but for the original price. I called customer service to see y I didn't get my order if they still had the product online, she going to say oh our system is not up to date. Really if I was to purchase it now for the original price they will ship it out asap. Toy r us will no longer get my business. "

Helpful Cool

5/5
2015-12-06

"great transaction. received everything I ordered quicker than expected. All my products were packed nicely. great chat customer service as well"

Helpful Cool

1/5
2015-12-03

"I will never shop at this store again online for black Friday. They will cancel your order 8 days later and wont even try to offer you something at equal value. Even though, you only get Black Friday once a year. I have a 19 month old baby and toys r us is normal the store they get there birthdays and Christmas from. they cost me more money then help me save any and because of that they have lost my business forever. I'm just glade I did not get everything from there. matter fact I will be taking everything back I did get which was little stuff because they are bad business. then I stay on the phone for two hours the rep never drop the call. but less then five minutes with a supervisor name Kathy on the line the call hangs up very suspect. trust me if you are reading this think twice before shopping on-line when they have deals because they will cancel and notify you 8 days later. This tells me they don't know how to handle there stock. They over sale more then they have. In 2015 they don't even have a program set up to sell what they have in stock. blind shopping, you will never know if you will get the product or not. o yeah they have 20 in stock in the warehouse in my city and they told me to go in the store and see if they will honor that price.... WOW Less well learned. ?#?Bantoysrus?

I called back and spoke with Cynthia, explained to her that situation again. she was not able to help me she spoke with the same supervisor that hung up on me. I asked her if it was Kathy, she said no her name is Kayala or Kayla. they play to many games thye lie about there names and hang up on customers. Boy i swear with out a doubt they lost my business for life. #BanToyRUs4Life.
"

Helpful Cool

1/5
2015-12-03

"I will never shop there again. I ordered lego item. Was in stock in store and online, but only 5 days later got cancel order email. You wonder why as big as Toys R us don't have inventory checking system. I also used my rewards and they can only reinstate it for 14 days. I know I don't buy from them often, but I don't want to do it at all. Called CS and they offered 20% off instead of $20 off in the original item. I had similar things at Target, but they made sure I would come back by giving me 50% on higher priced item."

Helpful (1) Cool

1/5
2015-11-27

"I ordered a toy for Christmas for my Grandson for in-store pickup (no shipping available). When I arrived I was given a bag and left the store. When I got to my car, I found they had substituted another item without telling me. I immediately went back in and was told that they were not doing returns that day (even though they had substituted the item. The woman would not help, eventually sent me away...i had a girls toy for a 4 year old boy. I came back and asked for a manager who explained that my internet order had come in and they had sold the in stock item I had reserved. They finally offered to let me pick something else. I picked something $5 more expensive which was fine with the manager. The woman up front again said "no returns" and then when overridden by the manager said this is more expensive. She was again overridden. In the end I ended up with something I really didn't want but had paid by debit card and they were unwilling to just refund the transaction."

Helpful (1) Cool

1/5
2015-08-31

"I had a horrible experience with Toy'R'Us/Baby'R'Us. I had put an order in for a baby shower I was attending off their registered list. I order the items on Monday before 12 pm. I requested expedited shipping to make sure I would have it by Friday based off their website shipping guidelines. I even did the chat with a customer service rep to make sure I would have them on Friday. The items were not over size or any special issue. On Tuesday, when I had not seen anything on shipping, I did online chat. I talk to a rep who said that it was in the stages to ship but had not yet and since it was second day to give it that day. So I did that and waited till Wednesday. Still nothing, I called this time and spoke to a customer service person and he told me he could not do anything for me. It was still in the to be shipping phase. I was not happy at all. So I waited to see if it shipped Wednesday night. Nothing. So I called and spoke to a Sonya at customer service. She was very nice but also could do absolutely nothing for me except tell me she put in a rush for the shipment and hoped it shipped but if it was not on time, they would refund my shipping. So come Friday, it finally shipped out. It is set to arrive tomorrow, Tuesday. Way passed the baby shower I had on Sat. I called back to Toyrus this morning and they now tell me they were in shipping guidelines even though that is not accurate and I requested 2nd day. They will not refund my money. This is horrible customer service. They messed up completely and won't even take accountability. It is truly sad. "

Helpful (1) Cool

1/5
2015-08-10

"I ordered a few toys as gifts, later came to know the the free economy shipping was infact smartpost a stupid combination of Fedex and USPS no one owns,one one responds and takes any number of days to receive.( I had seen lots of items shipped like this on smartpost). Also the people I have ordered the gift will be on a vacation for a few weeks and need the items to shipped before they left . As this is not a possibility I tried to reach toysrus to either upgrade my shipping or cancel the order. I could not reach any human on the line (they avoid human interaction and end call after automated messages) so i ended up with chatting on there website, that support person did best what she could but said that they cannot cancel or upgrade after 45 min window, the items are still not shipped nor processed and they don't have any control over them and support person suggested i wait till the shipments arrive and reject them. Unfortunately that is farfetched as most of shipments these days are just dropped off at the door with out knocking at the door by most parcel ,mail men. What if the items are picked up by some who notices these laying there,She suggested i call Fedex instead and ask them to hold the package at a point when they haven't packaged nor shipped the items. I cant understand know why toysrus cant cancel or upgrade if they haven't shipped instead of me asking me to go multiple ways for different scenarios that might play out. Last time ordering here.
Suggestion to ToysRus
1) Give more support in the form of humans not chat or automated messages.
2) Control your order before they are shipped or processed by you instead of 45 min window.
3) Put Smart post as method not free economy shipping. They are different things.
"

Helpful (1) Cool

1/5
2015-07-12

"When my 2nd child was 7 he went into TosRUs with some gifted money. He purchased a South Park video game. When we got home while opening it I discovered they had sold a 7 yr old an adult rated game. I returned it and was startled by the store managers refusal. He is now 25. Every yr since he was 7 I have continue to spend over &1,000/yr on toys and will likely continue for at least 7 more yrs IF no grandchildren appear. Not once in all those years have I set foot inside a Toys R Us, nor will I. So far that is $18,000 in lost revenue.... And still counting!"

Helpful (1) Cool

1/5
2015-06-18

"The worst ever!!! I ordered on line 18 days ago no update yet on my order no one can answer my question whats the delay for and looks like they don't care.
Never again and I am reporting them for the BBB.
"

Helpful (1) Cool

1/5
2015-05-13

"Worst service ever!!!!! We went into store to purchase a stroller. Because it was a special color they ordered it from online. 4 days later I received an email saying the order was cancelled due to out of stock. We had already been charged. We had to wait and argue to get our refund. Then we were told we would get a notification when it was back in stock. Suprise surprise... no notification. Once we saw it was back in stock we called them. was put on hold for 20 minutes, the line dropped. my husband called back, got the same guy. he said he was having tech difficulties, after putting my husband on hold another 20 minutes, he tells us its being shipped for 518 tax in and we should receive an email confirmation. Again we didnt receive it and our credit card was charged 585$. Once my husband called back they couldnt find the order or the call anymore, and we are told we have to wait 72h. 4 days later we call back and now its out of stock and there is nothing they can do about it. What the hell kind of service is that. seriously go anywhere but Toys R US! its the worst service and they give the run around."

Helpful (1) Cool

1/5
2015-04-22

"Don't walk away, RUN! The WORST online shopping experience I can remember. First we ordered before Christmas 2014, order arrived but box contained only a dirty, soiled, footprint stained, skirt instead of the complete outfit ordered. TRU cust service said we didn't need to send it back, but then charged us for non-return. The Christmas gift arrived at our door mid-January. Was supposed to be shipped to VT address. Took 10 phone calls and 3 months to get our money back.

Second attempt to order a birthday gift in March. We called the order in, confirmed billing vs. ship-to address (bill in RI, ship to TX). Confirmed with agent 3 times! Was shipped to RI, and missed birthday. Took 8 calls and 4 weeks to finally get to send an RMA. Then only was refunded part of the cost. Took another 2 calls to get the total refund.

Do NOT shop online with Toys-R-Us or Babys-R-Us. You'll be sorry you did and can expect to spend many hours over the course of weeks on the phone trying to get your money back.
"

Helpful (1) Cool

1/5
2015-04-09

"Seems this company cares about nothing but making money. I have spent 2 days trying to get an item shipped that is in stock and I paid 20.00 shipping on, but they say it won't ship for a month and that they can't cancel my order. They sure didn't have a problem charging my bank account!!!! Worst customer service ever! And the fake nice voice from customer service as they tell you that they can't help you just makes it worse!!!!!!"

Helpful (1) Cool

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