Toys R Us

I was scanning through the complaints today and decided to look back at the time I had my own issue with Toys R Us. I had an issue with their Black Friday sale 2014. I had placed orders for items and 1-2 weeks later my items were cancelled due to being out of stock, and they refused to honor the sales price, although if they had told me at check out that the items were out of stock I could have received sale price in store instead. After about 5-6 phone calls Toys R us resolved my issue, but I had to push and keep calling and complaining via every platform available. I have not shopped with Toys R Us since. I just thought I would share my experience via the comments, since every single complaint during that time period has "Details for this complaint are not available". I believe Toys R Us is blocking these complaints and their resolutions from being publicized. During that time their social media was also flooded with customer complaints and instead of being addressed they were deleted, and when calling customer service for the first 1-2 weeks as soon as they heard the terms "black friday" they shut down the call and said they couldn't help you. I believe bad business practices like this should be known and not hidden, and shame on them for hiding such practices even on the Revdex.com website. I think that any and all consumers should be aware of these issues and practices while preparing for holiday shopping this year.

I bought a VechTech InnoTab Max for my son for Christmas. After days of trying to get it to work I decided to return it to Toys R Us in Clarksville, IN. After a 45min drive to the store I was told that because I left my ID at home I was unable to return the item. Corporate transferred me to 5 different "correct departments" before I decided to walk out. I will NEVER shop at any Toys R Us again & will be telling my friends & family to do the same.

Review: I ordered a chair through Babies R Us on 9/7/13 and paid with a combination of $80 gift card and $720 in a debit transaction. The chair was delivered incorrectly (the incorrect item was sent). After several attempts to arrange for large item pick up, one of the customer service representatives told me to return the chair to my local babies r us, and agreed to refund my shipping costs out of inconvenience to me. I received the shipping refund in the form of $80 gift card and the remaining $220 in my debit account. I returned the chair to the store, but at that store, my return was processed incorrectly, and I was given a merchandise credit of $500 (which was not my original form of payment). The next time I called customer service, I was told then that the return was processed incorrectly and that I would not be receiving the correct item. I was frustrated at having received a refund in the incorrect form of payment, but agreed that if the company would give me a 50% discount on the item, I would re-order the chair using the merchandise credit I had received from my incorrect return. The total then came to $404. I was told by the customer service representative, [redacted] that I needed to provide a debit account number to process the order, but she repeatedly reassured me that my merchandise credit would be used to pay for the item not my debit account. However, 2 weeks later I learned that Babies R Us was shipping me 2 chairs, and my second order had been processed incorrectly and charged to my debit card rather than to my merchandise credit. At this point, I have had approximately $1000 charged to my debit account, and I have a $500 merchandise credit for babies r us. I still have not received the correct chair.Desired Settlement: I want to cancel the order completely (I do not want to receive any merchandise from this company). And I want the $404 refunded back into my account since that charge was never authorized to begin with. Ideally, I would like the $500 that is on the merchandise credit gift card to be refunded back into my debit account as well since my original form of payment was my debit account.

Business

Response:

Please be advised we are in the process of resolving this complaint directly with the consumer.

Consumer

Response:

[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.]

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,

Review: I placed an order on babiesrus.com on 12/2/2013 for a toddler chair. The sale price was $39 and I selected a store which had the item in stock (in store pickup). The next morning I received an email that the order had been cancelled because the item was no longer in stock. I then went online and was going to order the product from another store that still had inventory - but the price now was $69. I called customer service and spoke with two separate "managers" ([redacted] who was extremely rude on the phone and kept threatening to hang up because I said the word damn, and [redacted]). I was informed that BabiesRUS would not honor sale prices anymore even though that I could have easily purchased the item from another store if the inventory levels been correct online. And even though there was product available in other stores, they would not honor the $39 price. My order number is #[redacted] This is a complete bait and switch marketing tactic! You can not show you have product available - offer it for a sale price - then cancel the order - only to have it available in another store for a higher price the next day!Desired Settlement: I want the chair made available to me for $39 - AS ADVERTISED WHEN I PURCHASED IT. I want a formal apology from BabiesRUS. I want some other form of gratitude sent to me because I have wasted over 2hrs dealing with this crap when I have been a loyal customer to babies r us virtually weekly.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted]5, and find that this resolution is satisfactory to me.

My complaint has been resolved to my satisfaction by the corporate office of Toys R US. I did not see a way in which I could indicate this online, but would be happy to do so... or if you could note the case has been resolved.

Thank you for your assistance with this.

~ [redacted]

Regards,

Review: I purchased item [redacted] Planes DVD for $11.99 with order number [redacted] on 11/27/13. Shipping was free because I had spent enough, with other items, to meet the company's requirement. I received an email on 12/3/13 that the DVD was unavailable and cancelled and I was not being charged. I went on their website and found the item *in stock* for full price ($19.99) at their Clifton Park, NY store (a store within driving distance of my home). I was upset that they were selling copies of the product they claimed was unavailable. Also, since they waited almost a week to contact me, all the other vendors' sales were over, and the dvd was now full price everywhere. I could have initially purchased it on sale at a variety of places, and would have if had not been available when I initially ordered and paid for it. But since it showed in stock and available, and I paid for it, I didn't buy a second, unnecessary copy from another store. Now, I am unable to purchase the dvd at the sale price. I emailed back and received an automated email that the email address was not monitored. I went online and submitted a form on their website. I told the company they had the item *is* in stock in a local store and that I wanted a copy at the sale price I originally paid. I even offered to drive to the store (using my time and gas money). The response I received was "stock level of the Planes DVD, and unfortunately it has been depleted online at this time ". They offered me 10% off my next order, no mention of the Clifton Park store, or why they were selling the product I ordered and paid for, to other consumers at full price. There is absolutely no reason they can not honor the price for me on the item I ordered.Desired Settlement: I want a copy of the Planes DVD item [redacted] for $11.99. Ideally they should ship it to me for free. However, I am reluctantly willing to drive to the Clifton Park, NY store to pick up my copy, but I will not pay full price.

Business

Response:

Please be advised, we have resolved this complaint directly with the consumer. On December 10, 2013 the consumer accepted a $10 e gift card as resolution.

[redacted]Executive Guest Relations

Consumer

Response:

[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.]

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

After posting on facebook, Toys R Us finally agreed to givr me a 10$ electronic gift card to their store.

Regards,

Review: toysrus.com is promoting $15 off an order of $100 or more purchase They refuse to honor and apply the discount after I spent considerable time on their site reaching a merchandise dollar amount of $106.95 (pre-shipping, pre-tax). Upon looking at the exclusions for the offer, NOTHING in my online cart is excluded, so why isn't the 15OFF promotion code working? So I call their 800# and speak to a woman who tells me that two of the items I'm ordering (two sets of drapes) were on clearance, and therefore not eligible. This is bullcrap. Clearance items are NOT listed as excluded. This is the EXACT copy/paste from their exclusion list: Valid 11/25 – 11/27/13 Save $15 on your purchase of $100 or more! Use promo code 15OFF at checkout Excludes ALL baby items, baby food, diapers, formula, wipes, Red Hot Deal & Hot Price items, Extreme Deals, pre-sell items, 4moms, Baby Jogger, BOB, Boppy Bare Naked Pillow, Britax, Bugaboo, Bumbleride, Cybex, ERGObaby, Mamas & Papas, Maxi-Cosi car seats, Motorola, Mountain Buggy, Orbit Baby, Oxo, Pediped, Peg Pérego, Phil & Teds, Quinny, Robeez, Scandinavian Child, Stokke, Thyme Maternity, electronic learning toys, netbooks, tablets, video game hardware, video games, Apple products, FAO Schwarz toys, Isis products & classes, Buyer Protection Plan, gift cards, phone orders, Special Orders, assembly fee, breast-pump rental fee, delivery fee, and shipping & handling. As you can see, clearance is not listed. The woman on the phone told me clearance is considered an Extreme Deal. Well the terminology used on toysrus.com clearly says Clearance, not Extreme Deal. This is scamboogery. Clearence is not excluded, and the promotion should be honored. How this company can have an A+ rating is beyond me with the number of complaints I've see on the Revdex.com site trying to find this contact form.Desired Settlement: At minimum I want a $15 gift card, as this promotion ends today and I will not be able to take advantage of it, as I should have since NOTHING in my online cart was excluded based on their own exclusions list. The clearance items which illegally invalidated my order were 2 sets of SpongeBog Squarepants drapes which were on Clearance (again, they were NOT "Extreme Deals"), and which were on clearence for $11.99 per set (for a total of $23.98). Since these items are CLEARANCE items I'm sure availability is limited, and by the time this complaint is responded to by the company, if ever, they may not even be available anymore. So nice going Toys R Us - you like disappointing your customers. No wonder the company has been floundering for decades. Just close up once and for all. I'll never shop toysrus.com or their stores ever again. The last time I ordered from their website I was also jerked around at the store when I went to pick it up. Done.

Business

Response:

Please be advised, pursuant to the consumers desired resolution we will be sending him a $15.00 gift card.

Executive Guest Services

REF # 131212-014948

Consumer

Response:

[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.]

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,

Review: I ordered a south shore changing table and drawers in the store in [redacted] Babies R US location. The box was delivered in bad shape and the product was broken. I returned the next day at major inconvenience as it was very heavy. They offered me refund with no tax or shipping or store credit in full. I refused. I wanted my money back as it stated I was entitled to in stated policies. I called corporate office. They claimed I was correct and entitled to refund and it was an in store purchase they gave me reference number. I paid cash for product 210.11 in the store. A week went by no call and no refund in the mail. I called corporate today they said they were labeling it an online purchase now even though I paid in store and I would not be entitled to refund just store credit. Note they have the product and I have no money in hand.Desired Settlement: I want realistically my money back plus interest I hope this awful company goes bankrupt in the near future idealistically.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. The consumer will receive a cash refund in the amount of $210.11.

Subtotal: $152.99

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Shipping: $45.23

Sales Tax: $11.89

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Order Total: $210.11

Executive Guest Services

REF# [redacted]

Review: I ordered a crib online on October 13 from my baby registry. I picked up the crib on October 22 in store in kingstowne va. The crib was defective. I notified the store and took back the crib. Re ordered the crib on Nov 3rd . Picked up the crib on Nov 9. Crib was on sale for 299.99. I purchased the crib for 424.99. I went back to get my price adjustment, and they would not honor saying I was out of 7 day window, even though I have to re order and never got my crib until nov 9. So, I told them I would return and store would not accept return stating I was out of 30 day window, which I was not because I requested return on Nov 12th. On top of the fact that if I needed to return on my registry, that babies r us would only give me the lowest price in the last 60 days, that would be 125 of what I originally paid, even though I was within my 7 and 30 day window for either a price adjustment and/or return and repurchase and the lower price.Desired Settlement: I would like store credit in the amount of 125.00 based on the price adjustment policy and return policy. Plus, I have a registry, and knowing what was paid for the crib, I know that babies r us would be double dipping on the marketing of my baby registry as well as banking an extra 125 for a return, since the original crib was defective and I didn't accept delivery until Nov 9th. Order number [redacted]

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. The consumer has been issued an e-gift card in the amount of $125.00.

Review: I bought a crib today through the babies r us website. I was unable to get it shipped to any store within a 100 mile radius of me, but I did find a store in [redacted] they would ship the crib to. I placed my order and within an hour I received an e-mail stating my order was cancelled. It would have been nice if they took the item off their website if it was unavailable, six hours later the product is still listed on their website as available to purchase. My husband is in the Marine Corps and we are moving across the country soon and its aggravating that Babies R Us is able to do this.Desired Settlement: I would like babies r us to honour the sale price on this crib. I was able to add it to the checkout cart and purchase it, then getting an email its sold out is insane. The product is still listed as for sale.

Business

Response:

We are very sorry for the inconvenience and apologize for any confusion and/or misinformation. However, the offer you saw was a special clearance event with limited quantities available, and the cribs that were part of this offer sold quickly.

We value your feedback and would like to thank you for taking the time to let us know of your situation. We will like to offer 10% off the next web order placed for the inconvenience. Please reference your case number [redacted] when you call in to use your discount accordingly.

Review: I have purchased a bedroom set for my child. The set came with a convertible crib and dresser. My family purchased the crib and dresser for my shower and I went to purchase the guard rail and bed rails two weeks later. However, when went on line to place the order it states that it is a special order item and that the item needs to be order through the store. So I drove an hour to the closet Babies R us. I asked to speak with the furniture department sales person to order a the rails and guard rail for the crib. The crib and dresser that I purchased is the [redacted] collection. The sales person told me that they were no longer going to carry this item so I was out of luck and that I should not have purchased this item if I wanted to convert the crib. This set the crib and dresser was over $1000. They would not let me retune the items due to the length of time I had them. The sales person told me that the only way that I could get the items that I wanted was to contact the maker [redacted]. I researched the company and finally got a number. I called them and they said that I had to contact babies r us since they were under contract with them and babies rus had all the rights to the set. So I called costumer serves and spoke with a rep. They again told me they were discontinuing the product and I was just out of luck. I told them it was like buying a car without the seats and that they no longer made the seats but didn’t tell you that when you bought it. Now you have to sit on a bucket and drive the car that way. They agreed but dismissed me and just said better luck next time. I then hung up and called again. Got a different rep and they told me the same sad story. I then asked to speak with a manager. They transferred me and I told them my story. I told them that their website still had the guard rail and bed rails available for special order and that since they still had them up I wanted to order them. They then tried to dismiss me and tell me I had to order it with the store. I told them that the store would not let me order it. The manager then took all my information and told me they would get back to me. One week later a rep called me and told me that the company was going out of business and that they couldn’t get me any of the parts. They said they were sorry and just tried to dismiss me again. I then told the rep that it was false advertisement and that I was going to get a lawyer. The rep then said she was going to try and find them somewhere in the system. I have been working with Babies Rus for two months and they were able to find me bed rails. However, the rep just called a left me a message stating that they are sorry but cant get the guard rail. The kicker is that I have contacted [redacted] personally and they have stated that they are not going out of business and that the still have parts available but it take Babies R us to order the part. I have told babies r us this and they just keep telling me a different story every time. I other problem is that anytime I have a question for the rep that was working on the case I cannot get in contact with because they say it is a call center and that they were unable to get me in contact with the rep that I had to leave a message for her and have her call me. However, I work during the day and that is when they would call and I was never able speak with her directly except once. I have made many attempts to purchase this product and ever since I told a manager that I was going get a lawyer due to miss advertisement the product is no longer available on line. This makes me wonder how many other customers bought the product and was not able to purchase the rails due to Babies R us miss advertisement of the attachments. I am truly disappointed in the service I received with them and the lack of communication the service center has with the retail stores. I am also disappointed that I spent so much money to have a wonderful piece of furniture that would see my baby girl trough from birth to adult hood. Now this will not happen due to the false advertisement of the product and the miss leading information given to me by reps at the service centers, and finally how they are unwilling to order the product form [redacted] (who I have spoken with directly and is willing to send the part once Babies R Us places the order). At this point I wish I would not have bought the bedroom set from babies R us due to their unwillingness to work with [redacted] and telling me several lies so that they didn't have to special order the part.Desired Settlement: I want Babies R Us to contact [redacted] and order the part or a corresponding part that will work and match the crib so that I can use it with my child when she is a toddler so that I do not have to purchase an additional bed for her toddler stage when the crib converts to one already.

Review: Toys R Us was having a sale on their XBOX 360 Bundles, ONLY ONLINE would you be able to receive a Free Controller and Game with the system. I was assuming this would all be included in the package deal so I added the Bundle to my shopping cart, checked out and paid. Only to go back and realize that the other two free items had to be added to the order as well. I went back and looked at the page that displayed the deal and at the VERY bottom, it said details so I clicked on it which is where it then said that the other 2 items had to be added to the shopping cart in order to be received with the purchase. I immediately called customer service and the representative was very sweet and I have NO complaints about her but her hands were tied and there was nothing she could do. I decided to see what it would do if I put these items in my cart AGAIN and see if it was charged, I could ONLY find the game which was indeed 0 dollars when added to the cart with the console. I did a search at Toys R Us.com to find the controller and add it as well and it said, "Microsoft Wireless Controller with D-Pad and Play/Charge Kit" returned with 0 results. How would this be added to an order if it is not even coming up in the search. I feel like this was NOT good advertising and ESPECIALLY for people who perhaps don't order online very often, they would NEVER have known all of these other steps would have had to be taken in order to received this special offer. I am upset over this mainly because HALO was the only game my son wanted and the fact that a controller was with this console as well was a great deal, even though it is not found in the search engine on the website. I tried to search for the controller using key words and not the entire controller name and to no avail!!! This was VERY poor advertising and I am EXTREMELY dissatisfied with the advertising concerning this offer.Desired Settlement: I would like a gift card or store credit that I can use online, since we do not have a store locally, so that I will be able to purchase Halo 3 as well as the Microsoft Wireless Controller with D-Pad and Play/Charge Kit

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. On 12/06/2013 a new order ([redacted]) was placed for the controller and game and shipped to the consumer free of charge.

Consumer

Response:

[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.]

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,

Review: On September 26, 2013 I purchased my son the Audi Spyder, that Toys R Us was offering for $159.00 as a Red Deal special. At that time, I paid to have the item assembled. The item was picked up within 2-3 business days by 5pm. Please be advised my son is 20 months old, and didnt begin riding the in the car until mid-October. My problem is the headlight has fallen in the car and I have made several unsuccessful attempts to snap it back into place. So my brother came over this past weekend, he's quite the handyman, he turned the car over and discovered that when this car was assembled there were 4 screws left off the car. The grill took 4 screws ONLY 2 were put in and each headlight took 2 screws but ONLY 1 was put in each. According to him it was very easy to see since the plastic car shows NO signs of screws ever being attempted to being put in those screwholes. NOW the 1 screw that was put in the left head light has fallen off and there are NO screws holding this in. I called into the local Toys R Us, spoke with [redacted] a manager who's suggestion was that I, the customer, contact the Audi Spyder company and ask for new screws be sent to me. Once I receive those screws I can bring the Audi and the screws back into the store and they will put the car together correctly. Something that should have been done the first time around. I cannot believe this would be a managers suggestion, why would there NOT be screws at the local store? Why wouldnt Toys R Us contact the company--it was their mistake NOT mine Mind you the Toys R Us is NOT close to my home....This is why people go to WalMart!!!Desired Settlement: I would 1. like to be reimbursed the $25.00 assembly fee. Since the car was NEVER assembled properly. and 2. given at least 20% off the original price seeing as I now have to be inconvenienced to take the items back, use my time/gas/mileage to get it there, and ME, I have to contact the company. Just RIDICULOUS

Business

Response:

Please be advised, I will contact the District Manager for the store where the consumers purchase was made and request a refund.

[redacted]Executive Guest Services

REF#[redacted]

Consumer

Response:

[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.]

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,

Review: My daughter wants an easel for Christmas. Her uncle in Ohio placed and paid for the order as it is his gift to her. I opened it on 12/17/13 to put it together and discovered it was broken. I called Toys R Us customer service immediately and after an hour and a half, they were rude, unhelpful and I still have my broken easel. My brother paid $15.99 for the $71.99 (plus tax) easel to be shipped to our house. I was told my ONLY option is to have the very large, broken, heavy easel re-boxed and somehow get to a post office for the return. This was shipped to our house as my car isn't big enough for the easel to be brought home from the store it. My brother then has to call to get the shipping refunded to him. I asked about a comparable easel and they won't ship one to my house. They claim to have a 'hassle-free' return policy, yet the 2 people I spoke with, the second one a supervisor named Jodi refused to help me get another easel to my house and I have to get this to the post office.Desired Settlement: I want a new easel shipped to my house as per their 'hassle-free returns' policy. My daughter is going to be SO sad Christmas morning since she won't have her easel. Her uncle now has no gift for her and is out nearly $100.

Business

Response:

Please be advised, we have resolved this complaint directly with the consumer.

Executive Guest Services

REF# [redacted]

Consumer

Response:

[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.]

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,

Review: I bought two tablets for my grandchildren for Christmas with protection plans and now they say they won't honor the protection plans because the tablets were on sale. They sold me the protection plans so they need to honor them.Desired Settlement: I would like Toys R Us to honor the protection plans I purchased and replace the tablets with two new ones that work. Thank you.

Business

Response:

Please be advised, under the terms & conditions on the Buyer Protection Plan administered by New Corp, the consumer will be reimbursed for the purchase price of the original tablets. We are taking no further action on this complaint.

Executive Guest Services

Ref # [redacted]

Consumer

Response:

[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.]

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

When can I expect my reimbursement? And thank you so much for your help.

Regards,

Review: When making a purchase from Toys R Us back in November their website took money off of my gift card in the amount of $86 but when my purchase went through the money was taken off the card BUT NOT APPLIED TO MY ORDER. They have been promising to put this money back onto my gift card but the balance in still zero. I have called 4 times and emailed twice yet the balance is still $0.00. I have been told it will be handled in 3-5 business days each time, with no success.Desired Settlement: I am only requesting SOMEONE at Toys R Us actually handle this and put the money back onto the card OR SEND A NEW CARD.

Consumer

Response:

I was contacted by Toys R Us and this complaint has been handled, thank you.

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,

Review: I received a Toys R Us gift card for $40. We I went to use it, it wouldn't work. When I called customer service, I was told that the card had been deactivated due to inactivity. I was told that I would receive a call back from their specialist department within 24 hours. I was asked to send an image of the card to their customer care department. I sent an image of the card via e-mail but never received a phone call or reply to the e-mail I sent them.Desired Settlement: I would like a refund of the $40 gift card in the form of a check made payable to me or a [redacted] that I can use at any merchant. I have already experienced the embarrassment of trying to use the gift card at a Toys R Us and then having to pay for the purchase with my own cash.

Business

Response:

Please be advised this gift card was redeemed on 7/14/2010 at store 5603. We are unable to refund our gift cards as our terms and conditions state. We will take no further action. Thanks, Vanesa V[redacted]Coordinator, Executive Guest Services150616-002472

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I was given a gift card for Babies R'Us in 2010. The gift card was purchased from a store in Puerto Rico. I tried to use the gift card in 2015. When the card wouldn't work, I called customer service and they said that the gift card had been deactivated. I sent an image of the gift card to their customer service e-mail and filed a complaint with Revdex.com. Toys R Us responded to my complaint saying that the card was redeemed on 7/14/2010 at a store in Burbank, CA. I've never been to CA!!!! Clearly, Toys R Us made a mistake when they went back to check their records. For their reference, the number on my gift card is [redacted]". I called Toys R Us again and they told me that they need to call me back. Throughout this whole process, I have never received any call back or message from them. They must think that I will just go away and throw the $40 into the trash. Well I am not going away and will even pursue legal action if I have to. I sincerely hope that someone from their customer service department made a mistake with one of the numbers on my gift card and that they are not lying about the gift card's use to try to get out of refunding me my $40.

Regards,

Business

Response:

Please be advised we reissued a new gift card for $40 on 7/13 (Order #:[redacted] The consumer was contacted and was satisfied with the outcome. We will take no further action. Thanks, Vanesa V[redacted] Coordinator, Executive Guest Services [redacted]

Consumer

Response:

[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.]

I have been issued a full credit in the form of an eGift Card by the business in reference to complaint ID [redacted]. This resolution is satisfactory to me.

Review: I Have made several trip and several phone calls to the nearest Toy R Us location and the [redacted]. My recent experience with you company and left me feeling cheated , lied to, stressed and very MAD. My explanation of events will be listed below. I do plan to send a written letter to the corp address along with writing to the Revdex.com and making several bad reviews of your company.

Sunday 7/2 I went to the [redacted]I location on [redacted] to purchase an MX400 Razor Dirt Rocket. They did not have it in the store and ordered it online. They somehow messed up the order and no confirmation was placed for the purchase but it showed pending on my bank account. I waited an hour in the store while they worked with people on you 800 # to get this transaction to go through. I was then told to go home and wait a day and if nothing happened to call the 800#. I called the 800# two days later and was advised nothing had processed, nothing was shipped or going to be and then I needed to call my bank to take the hold off my account. I called my bank and the hold came off. I then purchased a new dirt rocket from [redacted] since they could ship in time for my son’s birthday and Toys R Us could no longer guarantee it would arrive in time. Thursday 7/11 I had a MX400 at my door from your company. I checked my bank account and there was no transaction. I then called your 800# and the rep said I pretty much was sent a Bike for free and advised me to ship it back. I explained that I would go to the [redacted] location right away and have them ship it back. He said several times my account would not be transacted for a purchase and to just return it and all would be fine. I returned the item to the [redacted] location and they printed a label in front of me to send out the next day. The next day I woke to a negative balance on my account due to ToysRUs billing me for something I no longer possessed. This will now cost me $75 in overdraft fees which your corp hotline says theDesired Settlement: Refund the amount they charged me , my overdraft fee, plus something to comp. my time and stress.

Business

Response:

Please be advised our records indicate that a credit of $ 264.99 was refunded to the consumer for the returned item as of July 16, 2013 to the original form of tender used on order # [redacted] The reference number for this credit is [redacted]

Sincerely,

Executive Guest Services

Ref # [redacted]

Review: My wife and I were approved for a credit card from babies r us on June 3. This complaint is being made on July 17 at which time I still do not have a card or have received a bill. The main problem I had was not the card but was the inability to contact anyone directly. I spent over two hours trying to **t in touch with someone on the phone. After several attempts to speak with someone I finally got someone from a different department on the phone and found out that babies r us uses [redacted] for financing. So then after trying to contact ** their entire system is automated and you cannot get in touch with anyone on the phone. I had to contact another department and demanded that they send me directly to someone in the customer service department. It should not be this difficult to try and get a problem resolved!!!Desired Settlement: I would like for them to waive any late charges or fees I would incur due to them not sending me my card or a bill. At the time I called I was informed my bill was due in four days. Had I not took it upon myself to go through [redacted] to get this information I would have accumulated a lot of money in debt for something that was not my fault.

Business

Response:

Thank you for letting us know about your experience with [redacted]. Please be assured your comments regarding your experience will be forwarded to the appropriate party for their review.

Sincerely,

Executive Guest Services

REF# [redacted]

Review: I placed an order online with Babies R Us. The total purchase was $281 - paid in full via Gift Cards. I received a confirmation email of my purchase, and also got confirmation that my purchase was "in processing". 3 days after I placed the order, I received an email that my order was cancelled, with no explanation. I called the 1-800 number in the email and was informed that the reason was probalby because I did not have a credit card on file (which Babies R Us requires to confirm that the consumer is over 18 years old). I was never prompted to enter Credit card information during the order process and after seeing the emails that the purchase had gone through, I discarded the 5 gift cards that were used up and worthless since the order was paid in full. I had to call Babies R Us 4-5 times in 3 days, talked to various people who gave me different answers on getting my money back onto a store gift card and in the end, was refunded all but $22! One person told me the $22 was tax that the government now had and I could not be refunded. The government should not have any of the tax that I was charged, since I was not sent any items and my order was cancelled. Then the next person told me the $22 wasn't charged to me so that's why I would not be refunded, but it was charged to the gift cards and since those gift cards were discarded, I was shorted $22 of my order total. Customer Service became very rude with me on the phone, even though I had to call them 4-5 times, and was on the phone with them for over an hour during the last call. AND it was admitted to me that it was a system failure for not requiring me to enter credit card information if that was required.Desired Settlement: I am refunded the $22 that was left from my order total.

Business

Response:

Order #[redacted] The consumer was never charged the total amount of the order $281.99. Order total = $281.99 gift card total value = $259.98 difference of $22.01.

Gift card ending in[redacted] available balance as of 6/8/13 used on order #[redacted]Gift card ending in [redacted] available balance as of 6/8/13 used on order #[redacted] Gift card ending in [redacted] available balance as of 6/8/13 used on order #[redacted] Gift card ending in 8161 available balance as of 6/8/13 used on order #7644954549 = $50.00

Gift card ending in [redacted] available balance as of 6/8/13 used on order [redacted]The consumer was never charged for the difference ($22.01) between the gift cards combined value ($259.99) and the total cost of the order ($281.99).

Since the consumer had discarded the above referenced gift cards, our call center revalued a gift card ending in [redacted] that the consumer still had in her possession for $259.98. We are taking no further action on this complaint.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I see the company still believes they are justified in not refunding my total amount but I continue to disagree. One of the customer service reps told me that the reason the order was cancelled was because I didn't enter a credit card, which is required even when an order is paid in total with gift cards (she said the credit card verifies that I'm over 18 years of age). Then another rep said the 4$22.01 was tax which they do not return. I was definitely charged the full amount and it was paid in full with gift cards. If there was a balance remaining, as the company is saying, the order would not have been able to be completed and I would not have recieve a confirmation email that my order was being processd). I do believe the $22 remaining was tax, which the company can no longer see on their end since the order was cancelled. But, that is a glitch in THEIR system which I should not have to lost money over.

Thanks so much for your help.

Business

Response:

The consumer was never charged the difference ($22.01) between the total amount of the order $281.99 and the total amount available on her gift cards $259.98. We do apologize for any miscommunication that may have occurred between the consumer and our call center agents regarding this matter. Please be advised we are taking no further action on this complaint.Sincerely,[redacted]Executive Guest ServicesREF [redacted]

Review: I recently made a purchase at Toys R US and I got a $10 promotion gift card. On the card, it states: Card is valid beginning 6 hours after activation. promotional gift card: Expires 8/2/2013. I was surprised that I won't be able to use the gift card right away. Since I can't use is immediately, I was almost forgot about the card. However, luckily, I found the card on 8/2/2013 and figured I can made some purchase online. I tried to use this promotion gift card on Toys R US website on 8/2/2013 around 11:30 PM Central Time, but the website told me this gift card has already expired. I thought it was probably a mistake because when I was trying to use the promotion card, it was still 8/2/2013. Then I called the customer service and asked about the issue. The representative told me all gift cards' expiration dates are Eastern Time and there is no way they will give me the credit back. I looked at the back of the gift card, and I did not find any language talking about the expiration date regarding Eastern Time. The retailer failed to specify the actual expiration date and time on the card to mislead the consumer. I believe this is false advertisement. I was using the gift card within the stated expiration date., but the retailer will not honor the gift card. I was very disappointed with Toys R US even this is only a $10 gift card. I think the retailer is just trying to trick the consumer with out telling truth. If the card says expires on 8/2/2013 12AM Eastern Time, I probably won't even try to redeem it. It is not about the $10 gift card, it is about the credibility of the company.Desired Settlement: Get my credit back.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. A replacement gift card [redacted] in the amount of $10.00 will be sent to the consumer. This is a standard gift card that is not subject to expiration.

Sincerely,

Executive Guest Services

Business

Response:

A replacement gift card [redacted]) in the amount of $10.00 has been sent to the consumer via [redacted] tracking # [redacted] to replace the card ([redacted] that is presumed lost in the mail. This is a standard gift card that is not subject to expiration.

Sincerely,

Executive Guest Services