Written on: 12/03/2013
I purchased a baby changing bag from Toys R Us store. After a few months the cord has come out of the strap so wanted to return it. Rung my nearest store which is 30 mins drive away to check I could return without receipt and she said yes sure as its faulty bring it in and we will swap. Drove all the way there and stood at cust service desk for 20 mins while the assistant went off then came back with what looked like the manager - on her way saying to him 'can you say it you're better at... (read more)
Written on: 21/02/2013
I went to toys r us Bradford today. As my son had christmas money he wanted to spend we brought the lego lord of the rings. After ages building it found out they were missing bits :( My son was so un happy!!!! I decided to call the bradford branch up and all I go was a recorded message saying they were closed until boxing Day but it's the 2nd of January!!!!!! So will try again in the morning if no reply will heading in to the store!!!!!!!! (read more)
Written on: 20/02/2013
I remember once upon a time when Toys R Us was a child's dream of a toy shop. Not now, it was full of unknown brand (own brand) rubbish. I bought an rc car which when I got home I found was broken which was hardly supprising as it was so flimsy. I'd normally describe it as cheap and nasty but it wasn't cheap! I was also looking for other toys but they didn't sell them and they only had one Technic lego model! I don't think I will use this place again. (read more)
Written on: 19/02/2013 by AndyH01 (4 reviews written)
Not sure we have ever purchased anything from here that didn't have to be returned. Terrible products and then when you return these items they stand there argueing with you that nobody else has brought them back like that will mean anything to me. Dreadful in store, can only imagine how poor they are online. (read more)
Written on: 11/01/2013 by chet28
Purchased Xmas presents for kids booked 1 week before their cut off date. However, they never arrived - then arranged for a refund which I was promised I would get within 7 days. They then deliver the parcel on the 8th of January (by posting a note and leaving in the dustbin). Now I have to arrange for a recollection of the goods and then got to wait for another 7-10 days after they have received their goods. Throughout the whole process they just make it that its not their problem - its... (read more)
Written on: 07/01/2013
We ordered toys on the 18th December (well within the time schedule for a Christmas delivery). Not only did they not arrive in time for Christmas they didn't get to us until the 3rd of January. In total it took 2 and a half weeks. I emailed to complain and although I did get an apology they simply blamed the courier and didn't offer any kind of compensation. Really not impressed and I would not use this company again. (read more)
Written on: 03/01/2013 by CRAPCOMPANY
WE PLACED AN ORDER ON 14TH DECEMBER 2012 FOR A COT BED FROM THE BABIES ARE US SECTION. THEY SAID THE DELIVERY WOULD COME ON THE 21ST DECEMBER, THEN 25TH, THEN 28TH. ON EACH OCCASSION WE HAD TO TAKE A DAY OFF WORK, WITH NO DELIVERY EVER BEING MADE. ALTHOUGH THE MONEY WAS TAKEN OUT STRAIGHT AWAY. ON THE OCCASSIONS WHEN WE HAVE MANAGED TO GET THROUGH ON PREMIUM RATE NUMBERS WE ONLY GET TOLD A PACK OF LIES TO END THE CONVERSATION. DO NOT DEAL WITH THIS COMPANY!!! YOU HAVE BEEN WARNED!!! (read more)
Written on: 22/12/2012
could not exchange without receipt did not want refund now granddaughter has two same toy for xmas girl behind customer service desk east kilbride store did not even look up from what she was doing just said policy is no exchange without receipt the only big big store i have ever had that problem argos asda m and s etc no problem wont be shopping at toys rus again (read more)
Written on: 18/12/2012 by djbartee
I placed an order for a rocking chair to put in my baby's nursey, it's been three weeks later and I still have no chair, no answers from anyone at customer service or corporate office and they claim that no one the authority to refund my money. I will probably have my baby before they decide to resolve this matter. I won't be using Toys R Us any longer for any reason. (read more)
Written on: 08/12/2012
After purchasing a tomy toy from the East Kilbride store I attempted to return itas it was purchased as a gift but the child already had one. I had thrown the bag away with the receipt, not expecting to be returning it. Staff made me wait around for the manager to then tell me I couldn't return it as they sell it everywhere. Manager wasn't willing to give me the time of day, clearly had other more important things to attend to. Wouldn't happen at Smyths....but I didn't purchase it from... (read more)
Written on: 03/12/2012 by Babyblued (1 review written)
Well my disappointment with Toys r us started when I was searching all over the internet for a certain xmas present (laugh and learn musical chair) and managed to find it at Toys R Us online shop. To my shock what was normally a £29.99 priced present, which had also dropped to £25.99 in Argos and Smythstoys, but went out of stock, they priced at £36.99. I had to get it, as it was for my little niece. They were charging a delivery fee of £4.95. This would not have been problem had I have... (read more)
Written on: 03/12/2012
Just a quick update. After two days of waiting in ALL day, and still no arrival of the item I purchased, they have refunded the delivery charge. Here's hoping that tommorrow will be my last day of solitude. They've assured me it will arrive on Tuesday.
Written on: 04/12/2012
Well I am sad to say that I have still not recieved my order. I have spoken to customer services twice today, and they just fobbed me off with the assurance that it will arrive today!. The worst part about it is they have taken my money and still no order. Infact they took my money on the 28th, I only placed the order on the 25th.... How is that good business. They should only take the money once I am in receipts of the goods!!!!!! I sent them an email yesterday at 12ish and this is their response.
Dear Customer,
Thank you for your email, a member of our team will respond to you shortly. We are currently responding to emails within an average of 7 hours. Rest assured we will respond to your email as quickly as we can.
Kind regards.
Toys R Us Direct
As you can see it has been more than 7 hours and no response. I have now sent them a cancelation email, and a request for a full refund and of course I have the same response!. Not happy at all!!
I will let you know the outcome....
Written on: 05/12/2012
Well after 5 days of waiting and numerous phone calls to customer services here is the outcome...
Dear *****,
Thank you for your recent e-mail.
Please accept our apologies for the difficulties you report with your recent order. Having investigated, I can confirm that your order was despatched on 26/11/12.
Though we aim for the highest standards in our shipping operations, we do have to accept that on occasion accidental loss or damage can occur during transit. This would appear to be the case in this instance.
Would it therefore be possible for you to advise us whether you would like a replacement to be despatched immediately, or if you would like a refund actioned to your account.
Once again, we apologise for any disappointment this may have caused you. Should you require any further assistance, please do not hesitate to contact us again.
Kind regards,
Toys R Us Direct
Needless to say I want a full refund
The end
Written on: 23/11/2012
Ordered my daughters trike last Thursday got a message on Monday saying it would be delivered between 8am-9pm still no delivery and its Wednesday!! (read more)
Written on: 13/11/2012 by glasses1 (2 reviews written)
We ordered our chritmas presents using there 20% dicount ,toys arrived within 2 days very quick delivery and an excellent price (read more)
Written on: 02/11/2012
I placed an order on Wednesday, with guaranteed next-day delivery. I checked online yesterday and noticed my parcel was still in Newcastle. I called DPD who said they had not received the product from Toys R Us to deliver. I then called Toys R Us twice, as the first time their computer systems were down. They said that there was a backlog and I would receive a refund on delivery and would get the product today (Friday). However, I have tracked the parcel again and it is still in Newcastle,... (read more)
Written on: 30/10/2012 by Barney28 (3 reviews written)
Went in there at weekend to buy some electronics and wanted to speak to the staff and ask questions. Approached 1 member of staff who just shrugged and said they'd did someone to help me, waited 5 mins for somone to come along. They couldn't answer simple question about the xbox and said I had to wait for the right person who was on lunch. Waste of my time!!!! (read more)
Written on: 23/10/2012
Tried the click and collect service, said my item was in stock and would get an email telling me when to collect within 29 mins... All I got was a voicemail message telling me my item was in fact not in stock and my order had been cancelled WHAT A SURPRISE !!!!!!! Clearly that system works. (read more)
Written on: 22/09/2012
Terrible service, I have recently had to return two seperate items due to them being faulty, costing alot more money to replace them. Very poor quality. (read more)
Written on: 05/07/2012 by PhilBancroft
I have shopped at this store for over 20 years and yet received a fine of £50 due to parking 36 minutes too long in the back car park. The store management have introduced a policy of a maximum stay of 45 minutes with fines for those who don't notice their signs. I have tried to prove that I bought an item but paid cash, I have shown a different purchase made within 4 days of the parking offence on a credit card statement, given copies of my children's and my birth certificate as evidence... (read more)
Written on: 04/07/2012 by cocoitr (5 reviews written)
WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED! THEY REALLY NEED TO BE MORE CUSTOMER FRIENDLY! TOOK SOME THING FAULTY BACK AND WAITED FOR THE MANAGER TO "COME DOWN" WALKED ROUND THE CORNER TO HEAR A GUY TALKING ABOUT US, NOT VERY NICLEY TO THE OTHER PERSON ON THE PHONE! THEY DO NOT ADMIT WHEN THINGS ARE FAULTY AND DO NOT KNOW HOW TO DEAL WITH IT! THEY ALL NEED TRAINING HOW TO SMILE AND NOT TO GIVE DIRTY LOOKS! POOLE STORE IS FULL OF MISERABLE WOMEN! EVERYONE KNOW TOYS R US CUSTOMER SERVICE... (read more)
Written on: 12/06/2012 by Mumplusone (1 review written)
I wanted to order a playhouse for my son and intentionally waited until the start of half term so that somebody would be home to receive it. The following day I noticed another playhouse was on offer so I sent an email asking if it would be possible to swap. A brisk reply said no, it had left the warehouse. Great news- it was on it's way. I would not be spending the whole week looking out the window, unable to leave the house. Wrong. 10 days later and no sign of it. I sent several emails to... (read more)
Written on: 11/06/2012 by sharon7716 (1 review written)
I ordered my daughters main presents online and paid for premium delivery so they would come the day before as promised and the date is on my statement. They did not come and as they said it could be delivered up to nine at night I was hoping they still would come and by that time it was too late to go out and buy her something else. It was a good job I had bought her a few other presents or she would have had nothing to open. The service is horrendous you can not phone them up and even... (read more)
Written on: 08/06/2012
I went to toys r us to buy my daughter a bike, I could not find any member of staff to assist me. Finally I spotted one of them just standing miserably in the corner, so I walked over to her instead if her coming to me asking for assistance. I asked her a question about the details of the bike, she gave me a dull look with a simple yes, no answer. Finally I got to the counter and surprise NO Staff on the checkout. I waked around and spotted a staff member on the phone and waited for her to... (read more)
Written on: 07/06/2012
What an experience on 30/5/12!!. I bought my son a lego set (£99!!!!). Paid my debit card and told it was declined. Checked with bank as to why ater getting cash out on the same card. Bank told me they had paid it and twice. So far £300 on lego!!. Told by the duty manager that refund would be next day, then told by manager that it would 3-5 days. 9 days later nothing. Quel suprise. Emailed customer services - no response ater 7 days. Double Que suprise. Worst shopping ever. Burger King is... (read more)
Written on: 06/06/2012 by Unhappymumma (1 review written)
Dont order from this shambolic company. Ordered a Wendy house for my sons bday. Ordered next day delivery. On the Saturday they had sent a pink one. Called office number from their website and they don't work weekends and thanks to the jubilee bank holiday I finally reached them today (6th June). My sons bday was Monday so not happy anyway. Called them and promised right one would b sent out, and they'd do the next day delivery. Then this afternoon I had another call saying fri was the... (read more)
Written on: 24/05/2012 by James46 (1 review written)
Grand daughter wanted 2 specific monster high dolls, when I went to toys r us Telford I was told that they did not have the items in stock but they would see if they could get hold of the items for me. Sure enough the man (I think he was the manager) phoned another store and was able to get the dolls sent into the store! The dolls were there that afternoon before I had to pick my grand daughter up from school! Wonderful service and very friendly staff! One very happy girl (read more)
Written on: 07/05/2012
both of the cups I bought look very dirty although they were supposed to be NEW. One bag of baby suits is BROKEN! I would never buy anything form this shop anymore. (read more)
Written on: 04/05/2012 by Bellyjaby69 (4 reviews written)
I'm a big fan of click and collect services, even those with a 2-3hr turnaround. However, I was shocked by how bad Toys R Us reserve service was. I reserved 8 items from them, awaited the confirmation from the store as suggested, and waited and waited. 4 hours later I got a phone call from someone in store. Not one of my 8 "in stock" items were in stock. 0. Out of 8. Seriously. I'd pretty much wasted most of the day waiting for their response when I could have found these items elsewhere in... (read more)
Written on: 20/04/2012
Went to purchase a safety gate from Solihull Branch and went to request information on return policy in case it did not fit. The response from the Manager was condescending and simply explained if it has measurements on the box and the measurement of your stairway doesn't fit then don't open the box. Needless to say when I received the box it was a plain white cardboard box without any measurements. Although the manager dealt with the specific questions I had it was done in an inappropriate... (read more)
Written on: 19/04/2012 by Saragossa
bought mY daughter £250 motorbike wouldn't charge properly or hold speed ,was told by customer service toys r us don't cover battery faults wouldn't replace or refund ,they offered to put it on charge overnight to see if it reached it's full battery if it didn't it was my fault for neglecting to charge regurly and if it did they won't do anything anyway.don't buy anything expensive from here you have no chance if it breaks .spoke to head office very rude (read more)
Written on: 18/04/2012
your refund policy stinks only @ your watrford branch the manager (simon is very very rude and dose not now how to deal with customers of a diffrent race, (read more)
Written on: 15/04/2012 by pockett1
My wife and I went to the Cribbs Causeway store at Britol to buy a car childseat We were helped by Angela from the children's section. She gave us sound advice took our chosen seat to try in our car and showed us how to fit it in our car. She then came out of the store to advise me again as I fitted the seat which I had bought. She was absolutely fantastic! Please pass on our thanks to her. She was a credit to your organsation. Mr and Mrs T Pockett (read more)
Written on: 15/04/2012
paid for named delivery day for my grandsons birthday pressie, smoby playhouse, family waited all day for delivery.. 8 am til 9 pm.. Delivery van said it couldn't get down the road past a moterhome, so didnt bother to tell anyone ( this was lunch time )so missed our delivery out.we rang that night to find out why they hadn't been, said they would ring me back, didnt.... next morning rang them, very pee..d off. poor grandsons upset as he didnt get his birthday present. manager at nottingham... (read more)
Written on: 06/03/2012 by imeldalyn02
i bought my daughter scooter and we never open the packaging when we paid for it, when we get home it was quite small to her height..so i decided to bring it back in SHREWSBURY store at 5/3/2012 at the time of 19:00.. the manager store whoe deal with me was so rude!! he is the worst manager i have ever met in my whole life!! its because nothing wrong with the scooter he would not let me to exchange to other item!! i will investigate his name and complain him in the main store!! not deserving... (read more)
Written on: 16/01/2012
I went to the Tunbridge Wells branch this morning, a round tip of over 20 miles to find it closed for stock taking! I emailed them to inform them of the expense and inconvenience caused and received a bland, standard 'we will pass your message onto the relevant department' reply - not even an apology. (read more)
Written on: 20/12/2011 by Stevie.Cossie
I went online and saw a multi-buy offer for a Wii Draw with Disney Princess with free Spongebob game. The package arrived 6 days later with no spongebob game. I visited a store 40 monutes away from home where they told me there was nothing they could do to help (acceptable), i got home and contacted Toys R Us via email (as they do not give a contact number, only for in store enquiries)where I was advised I would need to buy the Spongebob game and then they would refund me. I emailed again... (read more)
Written on: 24/11/2011 by mrDavalino
The website advertises offers that no longer exist, eg 3 for 2 offers,it accepts your resrvation,gives you a time to collect the order and then when you go to the store to collect, theytell you that the offer has finished and you have to pay full price-I walked out and later found the goods much cheaper elsewhere with internet offers honoured (read more)
Written on: 04/11/2011 by freya1234 (3 reviews written)
I ordered a toddler mattress. It arrived stinking of smoke - my hands stunk after handling it, the smell was evident as it sat in the hallway waiting to be collected.. I called for it to be returned, waited in for three consecutive days promising it would be collected had to ring the customer services centre several times to finally get it out of my way. There is no way this should have been despatched in the first instance surely staff should not be smoking in warehouses etc. there is no... (read more)
Written on: 04/11/2011 by katsayce (2 reviews written)
In September 2011 I had a faulty silver cross 3D Pram system that cost £300, I returned it to Toys R Us Swansea with receipt but as I bought when pregnant in January 2011 they refused refund or exchange, despite my only having actually used the Pram for 8 weeks since my son's birth in August, as made obvious by the fact I had my newborn son with me. They offered repair in exchange for a dirty, used and stained Graco pushchair that didn't connect with my silvercross car seat as I told them I... (read more)
Written on: 26/10/2011
Dawn the Duty manager is really rude and hysterical. Don't shop there if you value your sanity! (read more)
Written on: 25/10/2011 by mully42 (1 review written)
Returns policy Make it as difficult as the can , hope you will give up and go away. Customer relations Shocking, aggressive, unhelpful. My advice to the reader, take your money too mother care, there’s a company that values repeat business . (read more)
Written on: 21/10/2011 by MONDAY02
AFTER DECIDING ON LINE FOR A BIKE FOR DAUGHTERS BIRTHDAY DUE TO PRICE AND CONVENIENCE IN DELIVERY CHOSE TOYS R US WHO PROMISED DELIVERY ON FRIDAY - TOOK DAY OFF WORK - AND GOT AN EMAIL THE NIGHT BEFORE SAYING THAT THERE WOULD BE A DELAY UNTIL THE FOLLOWING TUESDAY! DAUGHTERS BIRTHDAY SUNDAY - ?. PHONED CUSTOMER SERVICES WHO TOLD ME TO REFUSE DELIVERY (ANOTHER DAY OFF WORK) AND THEY WILL CREDIT MY ACCOUNT 2-3 DAYS LATER - NOT GOOD ENOUGH IN THE MEANTIME I HAVE TO SEARCH OUT ANOTHER BIKE... (read more)
Written on: 08/10/2011 by sharonjo
Wrote: I am disgusted with the service I have gotten regaurding the orders I have placed 2 months ago. I preordered a couple of items and a third you had in stock. The item I ordered that was in stock was the only item I recieved on time. The second item came in over a month late and after the dates I was told it would come in. The third item I never recieved and just recieved a message saying that the order was cancelled. It said it was a 30 day policy to cancel orders. Well it was about... (read more)
Written on: 03/10/2011 by timmy9j
i bort a bayblade for 15 pownd i onley wanted the code for online gaming got home notict code was tlolen the man sed eny problems come back so i took it back and he refewsd to take it back and he was scaning items we sed we dont want and he egewsd us of taking the code i was not happy at all (read more)
Written on: 08/09/2011 by Guest78 (2 reviews written)
My brother bought a Phil and Ted Vibe from Toys r Us in Brent Cross. There was a problem with the pushchair, it was not manevering easily. So they took it back for a refund. They have absolutely refused to give a refund and tried to blame their son for breaking it!!! Sale manager actually called him too (read more)
Written on: 18/08/2011 by Radium123 (2 reviews written)
Imagine going into a brand of Toys R Us, seeing a toy for £15, trying to buy it for £15 and being told (read more)
Written on: 17/07/2011 by Zara567
As title, I brought a Moses basket before I had my little boy. The day I come home from hospital after he unexpectedly arrived a month early, I get the Moses basket out of the box to find there was a hole where the wicker was coming away. The hood could then pop through this hole and even when tightened. The instructions said not to use if any fault was found.I also didn't see why i should put up with a faulty one so I took it back. staff were useless but worse the manger was the most... (read more)
Written on: 11/07/2011 by cps2468
Wanting to buy a Little Tikes Cosy Coupe for my daughter, I visited toysrus.co.uk in Bradford to check that the product was available in stock at the Bradford Store, before making the 12 mile journey to collect the item. On arrival to the store, after finally finding a member of staff (these items are not stocked on Toys R Us shop floor), I was informed that this item was out of stock. I informed the member of staff that this surely was not possible given that I had checked this on the... (read more)
Written on: 09/10/2011
Your actually pathetic for taking ur time for writing a story, people like you who come into a retail store and give it a bad name! Good for the Toyrsus team for giving you a hard time cos your flipping sad!
Written on: 21/10/2011
\" I run my own retail Business and I would always take a call or email from one of my own customers, how pathetic they are.\" Made me chuckle. Sounds like you might have a little more time on your hands than the MD of a major international corporation!
Written on: 17/05/2011
Ordered a Little Tikes climbing frame for my daughter's birthday.
Was told it would be delivered on FOUR separate occasions only to be let down.
After 20 days we still did not have the product and so we had to cancel.
Toys R us couldn't care less.
Personally, I'd rather pay a little more to actually get my products.
(read more)
Written on: 05/05/2011
i ordered a hand held toy for my daughter and brought somthing online for my son from from another store, my son item told me it might take 10 days to arrive so i was hoping to see my daughters parcel first but would u have guess it my son item came within 3 days and my daughters still hasnt arrived my email clearly states a date when my parcel will come but i have been ringing toys r us for the pass 5 days and they told me some bulLCRAP about it been bank hoilday so things have been running... (read more)
Written on: 14/04/2011 by sthildas (1 review written)
I purchased a Sylvanian Wedding Set early March 2011 for my daughter's birthday from the Solihull store. Lazily, three weeks after purchasing it I put the batteries into the cake that is meant to light up. The cake did not light up despite testing the batteries on other products and so I drove to the store to get an exchange. They tested three sets in store which were all faulty and when the manager contacted their QA department she was told it is a known problem and they were expecting a... (read more)
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Babyblued's Response to Babyblued's Review
Written on: 03/12/2012
OOps my mistake it wasn't the 4th day it was the 6th day.