Toys R Us

Please be advised we have sent this over to the consumers District Manager in order to perform a swap of the funds from the gift card to the credit card. We provided all the necessary information to the District Manager and someone will be in contact shortly. Thanks, [redacted]Executive Customer service

Fraudulent charges on my credit card from their website. Customer service was rude and refused to help.

I placed a web order on 11/24/16 for 1 item which item shipped but was held up in another state called fed ex for reason behind hold up was told toys r us had affixed to many shipping label's on package and too many bar codes to read fed ex explained they had several call outs to toys r us to fix and to give the correct address (they needed it from shipper) I called toys r us which was beyond horrible to get thru and after over an hour and a transfer to a supervisor was put on hold for another 30 mins to be told she called fed ex upgraded the shipping I would get package next day all was fixed ... Next day nothing waited another day nothing 3rd day I wake up to a return email for the order... I call another run around transferred again to a supervisor placed on hold for another half hour am told we are going to reship overnight so sorry for mistake you'll get it immediately. .. Well guess what 3 days no package you once again got my money and I got nothing so I call well this time I get a rude man who informs me the item is 24.99 its not the end of world it hasn't even shipped I must of misheard the supervisor and he hopes the order will ship on Monday if not Tuesday and if im UN happy with his response I can wait for a supervisor, but will be a long wait due to high call volume... Um yeah what happen to customer service and what am I to do now if 4th mess up and getting the run around...

Regarding the complaint below, Matel Property Management requires all adults to complete an application with a credit report review. During the processing of the application it was discovered that the applicant had pets that hadn’t been disclosed to the owner. The owner directed us to relay to the...

applicant that an additional pet deposit would be required. The applicant declined the requirement of the additional said pet deposit. Upon notification that the additional pet deposit wasn’t acceptable , we exposed the property to the open market and acquired another tenant. Matel Property Management

Complaint: [redacted]
I am rejecting this response because:  still have not permanently removed the contact information they have stolen from me.  I have called many times and filed several formal complaints over many years.

Please be advised we verified the consumers credit went back to their original from of payment, both gift card and credit card. We will consider this matter closed. Thanks, Vanesa VExecutive Customer Service

Please be advised we have credited the consumer 20% off the order plus an additional $74.99. Please see the emails sent to the consumer below for reference. We have also had our third party carrier attempt to contact the consumer on 8/30 and 9/1. We see a reshipment was processed on 8/30/16 for a...

new crib. We will consider this matter closed.  Thanks,  Vanesa Executive Customer Service  Dear [redacted] Thank you for shopping at Toysrus.com and Babiesrus.com. We have issued credit to your original form of payment for the following item(s) from order # [redacted] Credit for returned item(s): Subtotal: $0.00 Total Credit: $75.00 Please note... * The reference number for this credit is [redacted] Your credit should appear on the original method of payment used to make the purchase within 5-7 business days If you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at [redacted] Thank you again and hurry back soon to see what's new at Toysrus.com and Babiesrus.com! Sincerely, The Guest Service Team Toysrus.com and Babiesrus.com PS: This is a notification-only email, please don't respond to it. For answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at http://link.toysrus.com/r/58T14M/1OE2B8/IK2E4C/UGTCKQE/ORTSGZ/CW/t?a=943226471&a...⇄ [redacted] Dear Napoleon Mendoza, Thank you for shopping at Toysrus.com and Babiesrus.com. We have issued credit to your original form of payment for the following item(s) from order # [redacted]
Credit for returned item(s): Subtotal: $0.00 Total Credit: $74.99 Please note... * The reference number for this credit is [redacted] Your credit should appear on the original method of payment used to make the purchase within 5-7 business days If you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at [redacted] Thank you again and hurry back soon to see what's new at Toysrus.com and Babiesrus.com! Sincerely, The Guest Service Team Toysrus.com and Babiesrus.com PS: This is a notification-only email, please don't respond to it. For answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at http://link.toysrus.com/r/DZCOQI/SUM8LY/QJX3Q4/2ACR1ZY/ORTSGZ/HI/t?a=943226471&a...⇄
[redacted] Dear [redacted] Thank you for shopping at Toysrus.com and Babiesrus.com. We have issued credit to your original form of payment for the following item(s) from order # [redacted] Item #: [redacted] Description: Oxford Baby Dallas 4-in1- Convertible Crib - Slate One Size Quantity/Price: 1 @ $84.00 Status: Price Adjusted/Credit Returned Credit for returned item(s): Subtotal: $84.00 Sales Tax: $5.04 Total Credit: $89.04 Please note... * The reference number for this credit is [redacted] Your credit should appear on the original method of payment used to make the purchase within 5-7 business days If you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at [redacted] Thank you again and hurry back soon to see what's new at Toysrus.com and Babiesrus.com! Sincerely, The Guest Service Team Toysrus.com and Babiesrus.com PS: This is a notification-only email, please don't respond to it. For answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at http://link.toysrus.com/r/OEKWLU/WHXA1K/E5OKZ8/W6GL154/YB2GL1/HI/t?a=954725821&a...⇄ [redacted]

Please be advised we have processed a credit in full for $195.75 on 10/26/2015 back to the original form of payment. Please see email below sent to consumer. We will consider this matter closed. Dear [redacted],Thank you
for shopping at Toysrus.com and Babiesrus.com.We have issued credit to...


your original form of payment for the following item(s) from order # [redacted]Item #: [redacted]Description: Gerber Good Start Gentle for
Supplementing Powder Infant Formula- 22.2 Ounce - 2 Count Value Pack One
SizeQuantity/Price: 5 @ $39.15Status: Price Adjusted/Credit
ReturnedCredit for returned item(s):Subtotal: $195.75Total
Credit: $195.75Please note...* The reference number for this credit
is [redacted] Your credit should appear on the original method of payment
used to make the purchase within 5-7 business daysIf you would like to
replace your returned item(s), simply visit our website or contact our Guest
Service Team at [redacted] Thank you again and hurry back soon to see what's new at
Toysrus.com and Babiesrus.com!Sincerely,The Guest Service
TeamToysrus.com and Babiesrus.com PS: This is a notification-only
email, please don't respond to it. For answers to most questions about orders,
payment, shopping on our website and more, please visit the online Help section
of our website at
[redacted]Thanks, [redacted]Executive Customer Service

I visited Toys R Us Edmonton-north store (97 Street, TOYS R US #3535) on July 13th. I purchased two big toys and a couple of small items and paid $99.72.
While at the till, I was served by an employee who tried to sell me an insurance for the toys. I listened to her pitch and then politely refused the insurance. She rolled her eyes, rang in my purchase, and said "That would be $99.72 straight into the garbage". I asked her to repeat what she said (because I wanted to record it), and she refused rolling her eyes again!!??
Is that how Toys R Us trains your staff to treat the customers who spend, on average, $500-$600 a year in your store? I can shop anywhere for the same merchandises. I was choosing the Toys R Us because it was convenient. However, I REFUSE to be pushed into a purchase I don't want and to be judged and insulted by your so-called "customer service" for the choices that I make about spending MY money.
I hope that this is something that the store is going address on their end. Thank you!

Please have the consumer please provide proof of purchase to better assist.  Thanks,  [redacted]Executive Customer Service

Please be advised we have resolved this complaint directly with the consumer.  Refund will be posted to consumer's account within 5-7 business days to the American Express card ending in 1006.
Thanks,

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Executive Customer Service

Please be advised we would like assist the consumer and will need them to provide proof of purchase or an order number. Thanks, [redacted]Executive Customer Service

Complaint: [redacted]
6-8 weeks is absurd. Toys R Us management has failed for several years; they are incompetent and will not comply with this customer request once again.

TOYS R US used XPO Logistics to deliver & install their swingsets. The installation was done improperly (not following directions) and trying to get the issue solved has been terrible so far. We have been dealing with awful customer service for about 6 months now with no end in sight. I would advise not buying a swingset through TOYS R US until they change the company who they subcontract to for these installations.

Please be advised we need more information from the consumer to better assist. Please have the consumer provide the following information. 1. Was the item purchased in store or online?      a. If online, please provide the order number associated with the purchase...

     b. If in-store, please have the consumer provide the receipt for the purchase 2. Pictures of the damaged item  Thanks,  VanesaExecutive Customer Service

Please be advised as a one-time courtesy we have processed a credit back to the consumers original form of payment. The consumer will receive an email regarding their credit and when they should expect to see it back on their account. We will consider this matter resolved.
 
Thanks,
 
[redacted]
Executive Customer Service

Please be advised the order was not processed through our website and the Consumer would need to reach out to [redacted] directly. We are unable to provide a replacement. We will consider this matter resolved.
 
Thanks,
 
Vanesa
Executive Customer Service...

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Please be advised the charge the consumer is seeing on their Master Card is an authorization charge and typically falls off within 7-10 business days. We verified and there is no order using Master Card as payment under the consumers name. The FedEx tracking number shows the item was...

delivered to the recipients home but as a one-time courtesy we will process a credit in full and the consumer should receive an email with credit information. We will consider this matter resolved. Thanks,  [redacted]

Please be advised the consumer contacted us on 9/29/16 regarding a competitors price for the Graco 4Ever All in-1 Convertible Car Seat. The competitors price was $249.98 and Babies R Us had the car seat for $299.99, a $50.01 difference. The consumer additionally requested we price match the 10%...

discount being offered on the competitors site that is only available with them for prime members, which Toys R Us can't price match. We advised the consumer we could price match the item and offer a 15% discount that was being offered at the time for all regular price car seats and boosters. The consumer received a $25 discount plus the 15% discount off the order which totaled $250.10. The $25 discount was short $25.01 of the competitors price match. When the consumer contacted us back on 9/30/16 and we processed a credit back to their original form of payment for $35.31, $10.31 more than the competitors price. The consumer used a gift card and credit card and the credit first goes back to the gift card, as it is our policy. At this time we consider this matter resolved.  Thanks,  VanesaExecutive Customer Service  Dear [redacted]Thank you for shopping at Toysrus.com and Babiesrus.com.We have issued credit to your original form of payment for the following item(s) from order # [redacted]Item #: [redacted]Description: Graco 4Ever All-in-1 Convertible Car Seat - Studio One SizeQuantity/Price: 1 @ $33.00Status: Price Adjusted/Credit ReturnedCredit for returned item(s):Subtotal: $33.00Sales Tax: $2.31Total Credit: $35.31Please note...* The reference number for this credit is [redacted] Your credit should appear on the original method of payment used to make the purchase within 5-7 business daysIf you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at [redacted] Thank you again and hurry back soon to see what's new at Toysrus.com and Babiesrus.com!Sincerely,The Guest Service TeamToysrus.com and Babiesrus.com PS: This is a notification-only email, please don't respond to it. For answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at http://link.toysrus.com/r/AV6GYK/EKT2SO/8AI060P/M3P11IS/MS13YS/EK/t?a=969027601&...⇄