Toys R Us

Review: On 9-22-2013 I ordered a toy from ToysRUs.com. Right after I submitted the order, I realized that I did not get the correct model so I wanted to cancel the order and replace. So I called ToysRUs at ###-###-####. After being held on the line with no human CSR for like 40 minutes, I finally reached a lady who's name is [redacted]. She said the order has been sent to their warehouse so it cannot be cancelled. After that I checked their website and it clearly says once the order is posted to my order history section, I will get a "Cancel" link somewhere to cancel it. So I waited patiently refreshing my order history page. You know what, NO order came up at all. After 3 hours it is still not in my order history section. So I called ToysRUs again and asked if my order can be cancelled. This time the lady says, "Oh you have passed the 1 hour window to cancel your order. So no, your order cannot be cancelled". Seriously? ToysRUs, are you trying to fool your customers like this and force them to keep orders they don't want? I am very, very unhappy about this shopping experience and I will never do business with this store any more.Desired Settlement: I am going to return the order anyway. But if you can, ToysRUs, refund me and remove me from your customer's list. Do not send me any email containing anything that you think I might be interested in. No, I will buy it at [redacted].com or whatever stores that treats their customers like real customers, just not you. THANK YOU!

Business

Response:

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

We will be sending a UPS return shipping label to the consumer to forward on to the gift recipient. The gift recipient will have to drop off the package at the nearest UPS location and the item will be returned to Toys ‘R’ Us free of charge. Once I receive notification that the package is in route back to TRU I will credit the consumers order # [redacted] in full back to the original form of tender. We will also be sending the consumer a $25.00 gift card ([redacted] for the inconvenience.

Sincerely,

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. And also, after talking with my friend, the recipient of the gift, we decided not to return the toy. No need for the return label or the gift card. Still, I sincerely thank Revdex.com and ToysRUs for your kindness. I am totally happy with your service and my purchase.

Regards,

Review: Registry # [redacted] Transaction #: [redacted] Date of purchase: July 22nd,l 2013

Online

July 22nd, 2013

Online purchase

I've contact the customer service line twice regarding the status of an item that was ordered on my baby registry. Very rude customer service received. Please review both of my calls into your customer service center. Please train your agents.

The 1st agent could not assist me with marking items as purchased/removing items off of my registry. Advised that there was no way I could do that. I later figured out how to mark items as purchased on my own. She prov ided me with a reference # for a high chair that was purchased but not received by us off of the registry. Stated that someone would contact me.

The 2nd agent asked "what is it that you excpect us to do?" As if there was nothing that can be done to investigate the issue. I was initially provided with a reference #[redacted] and told that someone would give me a call. The fact that the agent failed to review and try to understand the concern baffles me. She was very rude.

The 3rd agent (corporate escalation) was pleasant but could not provide details to close this concern.

My issue remains open and unresolved. Someone purchased an item off our registry to be mailed to our home and unfortunately we have not received it. This makes me question the entire registry process. I anticipate a store credit for the total of the item purchased as well as the poor customer service encountered. The 1st agent made it seem as though someone would be contacting me directly with a sresolution and now I am left doing all the researching.Desired Settlement: For reference #[redacted] as we have not received this item. Also, for the poor customer service received. I now despise contacting your customer service line.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. I spoke with [redacted] this morning and apologized for the poor behavior on the part of one of our call center agents. We will be sending the consumer a gift card ([redacted]) in the amount of $25.00 for the inconvenience. I have also sent the missing item (#[redacted] Fisher-Price Space Saver High Chair - pink circles) free of charge.

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 placed order # [redacted] through the website as a gift. It did not get delivered for more than 10 days. I kept calling customer service but they said they would cancel it and never did. They kep LYING to me that the order was cancelled. It still has not been delivered and now they are saying I should ask the recipient to go return it in store!! Or that I should call the carrier to cancel the order!! Why would they ship the order and then cancel it. This is the most horrible customer service I have seen. I just want my money refunded. Am never buying anything from Toys R us again.Desired Settlement: Just give me the $$ back.

Business

Response:

Please be advised the consumers order was cancelled and they were not charged. Please see email below sent to consumer. Thanks, Vanesa V[redacted] Thank you for shopping at Toysrus.com

and Babiesrus.com. Unfortunately, some or all of the items from your

order #[redacted] are currently unavailable. As a result, these item(s) have

been removed from your order.Here is a review of the item(s) that have

been cancelled: Item#: [redacted]

[redacted]Please note, you will not be charged for the above

item(s).We apologize for any inconvenience and appreciate your

understanding. Thank you again for shopping at Toysrus.com and Babiesrus.com. Sincerely, The Guest Service Team Toysrus.com and

Babiesrus.com[redacted]

Review: While looking for items at Babies R Us we came across a dresser we really liked with a sign on it saying "25% off this item with your trade-in" Come to find out that that furniture is not included with this deal even though the sign saying 25% off THIS item was on all of the furniture and it had a list of furniture below the sign. I have a picture of the sign if you would like me to send to the Revdex.com.Desired Settlement: I would like them to honor the 25% off (30% off if you sign up for a store card) to the furniture that was mentioned on the sign.

Business

Response:

Please have the consumer provide the picture of the sign and the store where the incident occurred to better assist. Thanks, VanesaExecutive Customer Service

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 attached the pictures as requested

Regards,

Business

Response:

Please be advised the consumer needs to provide the store where they eoncuntered the sign attached to this complaint to better assist. Thanks, Vanesa Executive Customer Service

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.] The store manager finally contacted us and the issue is resolved.

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 some items from their website that clearly said free shipping. When I received an email statement after the order it showed a $49.99 shipping surcharge. The representative I chatted with would not cancel the order.Desired Settlement: I want the $49.99 shipping charge waved, or I want the order cancelled and a full refund made immediately. I would still like to purchase the item but would have selected to have it delivered to my local store if the the shipping charges had not been hidden from me when ordering.

Business

Response:

Please be advised once an item is considered a heavy weight item shipping surcharges are applied. This is stated on our website, please see the link below. We will consider this matter closed. Thanks, Vanesa V[redacted]Coordinator, Executive Guest Services[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because while the information is available, it's not clear when the item is advertised as FREE shipping. In addition, I was unable to cancel the order even though it had not shipped. I would have canceled and had shipped to store to avoid this charge. Customers should be notified before this charge is added and given the option of shipping to a local store. They should also be able to cancel the order if it has not yet shipped.

Regards,

Review: Order # [redacted] From toysrus.com we ordered some items on Black Friday, and toysrus with no notice decided to cancel two of them Shopkins Pop and Race Game Ref.#: [redacted] Item # [redacted] for the price of $5.00 as well as the Fisher-Price Little People City Skyway Ref.#: [redacted] Item # [redacted] for the price of $23.99. But when I called customer service I was told they had no idea why they were canceled, nor would they honor the price at this point. This really seems to be a scam of some type.Desired Settlement: I just want the products I purchased at the prices that were promised. After that I will never again do any business with toysrus online or offline. I don't appreciate businesses that take advantage of people.

Business

Response:

Please be advised we have sent an e-gift card for $15 to price match the items that were cancelled off the consumers order. Please have them check their spam folder. We will consider this matter closed. Thanks, Vanesa V[redacted]Executive Customer Service [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: We bought a Lil Scholar Tablet pink throiugh TOYSRUS during thanks giving Sale. the tablet had battery issues. When we took it back to the store, we were asked to approach the vendor(Schhol Zone) for a replacement. We shipped the tablet at our expenses, for which they provided some educational app. But the second tablet has the same issue charging and discharging issue. We contacted the vendor again and they now requested us to approach TOYSRUS to return the tablet.

We contacted customer service and they opened a TOYSRUS reference#[redacted] and asked to approach the store as it was bought from the store.

The store#9274 did not help me at all just kept say the return date for tablets is 15 days even if its defective. The store was extremely rude and refused to find any amicable solution.

I called customer service again and then they said they will talk to the store to find a solution. Next day, which was on 02/10 the flatly told me sorry we cannot do anything and flatly said its outside the 15 day window. THEN WHY DO ALL THIS SONG and Dance....WORST CUSTOMER SERVICE EVER......

I am now reaching out to the vendor who says they cannot return money but can give me another tablet.Desired Settlement: I would like the price of the tablet and shipping back roughly 150 $ and my 3 months of pain and hassle......NEVER SHOP AT TOYSRUS.. especially electronics.

Business

Response:

Please be advised I will send a return label to the consumer and once the tablet is received we will provide a refund in form of an e-gift card. Thanks, [redacted]

Consumer

Response:

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as I do not have to follow up to get the return label.

Regards,

Review: The babies r us in Hulen tx has online a Joovy Caboose Stand-On Tandem Stroller - Black online advertising a price of $149.99 however they very rudely told me that I was wrong even after they looked it up on their on website on her office computer. The lady manager went on and on about how it was not the same product. Clearly it was correct item after spending all day researching this stroller I found not any thing different about her "claim" of different. So then I figured I would be able to price match it at least from Amazon sold by and shipped by Amazon not the Amazon marketplace I know their price match policy by heart since I have 5 boys and 13!other kids in my family we spend at least $1000 a month there. I could not help to continue asking her what the problem was and she keep coming up with new ways to say NO. I know this is a violation of their policy We will match prices from selected online competitor websites, including [redacted] pricing).We will match Toysrus.com and Babiesrus.com online pricing in our stores, except for online-only prices.Items purchased must be identical to the items advertised (e.g., brand or size). [redacted]Desired Settlement: [redacted]I simply wanted a new stroller to take with us on our family vacation to Disney world Thank you for listening to this long email Best wishes and happy holidays God Bless the hands family

Business

Response:

Please be advised we have sent this complaint to the appropriate store mentioned in the complaint. The store will be in contact with the consumer. Thanks, [redacted]

Consumer

Response:

[redacted]

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]. I just wanted a price match on the joovy stroller for my kids

Review: In store, I signed up for a Babies R Us baby registry. As part of their promotion it states as well as was explained, "Approximately 10 weeks after your baby's expected arrival date, a Promotional Gift Card will be emailed to you". Well 10 weeks after the expected arrival date of my baby, July 10, 2014 came and went. I called Babies R Us and explained the situation, confirmed my email address, was given a reference number, and was assured it would get taken care. I continued to check my email as well as spam and nothing came. I made an additional phone call to Babies R Us and provided the reference number I was given. The individual stated the reference number had never been forwarded on to the appropriate area. We then confirmed my email address and I was assured "it would get taken care of". More email checking and more waiting with nothing in return. I then made a third phone call. This time while confirming my email they realized they had missed a letter in my email address. We then proceeded to confirm the email and "this should take care of it". Wouldn't you know it, nothing! A fourth phone call was made in which I requested to speak to the manager. They refused to allow me to speak with a manager because it was "something I can take care of right away. It looks like you should be getting $300 back in an e-gift card. Nothing again! This last time I spoke with a [redacted] who seemed to actually understand my frustration with the process. Needless to say, 5 very frustratating phone calls later, almost 15 weeks past the "expected arrival date" and absolutely NOTHING in return. Terrible customer service Babies R Us.Desired Settlement: Please following through with the promotion offered. In addition, an apology, an explanation of what went wrong, and additional compensation for the hassle, frustration and terrible customer service would be great.

Business

Response:

Please be advised we are reviewing the consumers registry and will contact the consumer directly. Thanks, [redacted]Coordinator, Executive Guest Services

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I was told with every phone call I have made to Babies R Us thus far that they would be contacting me or processing my request, only to have nothing come of it. What would make me think they are actually going to follow through now? I would like specific details of when they will be contacting me to proceed.

Regards,

Business

Response:

Please be advised I will be reaching out to the consumer 11/13/2014 with a resolution to the complaint. Thanks, [redacted]Coordinator, Executive Guest Services

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Do I have to provide a reason why? It is now 9:15 p.m. on 11/13/2014, the date the message/reply I just read from Babies R Us stated they would be contacting me to resolve the complaint. Do you think they called me? Nope!Regards,[redacted]

Business

Response:

As per our conversation one of our Customer Care Reps, [redacted], reached out to [redacted] yesterday via the phone. They provided her an e-gift card in the amount of $113.01 for her baby registry. Everything was resolved with the case. Let me know if you need any further information.

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: Hello, I am a defect in the toys "R" us buy toys, I order number: [redacted] which received the Despicable Me 2 11-inch Talking Figure - Agnes is bad, Agnes head can not move, because I am in the China, received when it is bad is linked to the toys "R" us, but the toys "R" US said to return, but the international freight need I pay, the toy is too large and heavy, international freight I simply can not afford, I bought a lot of things at Toys "R" us, first received is defective, and I send e-mail to reply to a letter, but not to the other the solution, which makes me very disappointed, so big toy manufacturers sell bad toy, and you don't give the corresponding solution, hope Revdex.com can help me!

Business

Response:

The consumer has received a full credit for the defective item, in the amount of $54.49. The credit will be returned to the guest original form of tender, in this case will be the guest PayPal account. Please allow 7 to 10 business days for the stated amount to be fully credited.

Thank You

Executive Guest Services

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 December 18th, 2013, I placed an order online at Toys R Us. I put in all my bank information and pressed the submit button. No confirmation page or number appeared on my screen. I called Toys R Us while I checked with my bank online. My bank showed an authorization hold from Toys R Us of $228.62. I assumed that an order was placed and received. When I spoke to Customer Service at Toys R Us they informed that there was no order and I had not made any such order. The last order they had under my name was sometime in November. Customer Service informed that I would have to buy the item again and spend another $228.62 and the order would not make it to me on time. I refused and asked them to cancel the order and refund my money. They stated that it was hold from my bank and there was nothing they could do for me. Over the next 8 hours I was on the phone going between my bank and Toys R Us. The bank stated that there is no such thing as placing an authorization hold on an account unless an order has been made and received by the company placing the hold. Toys R Us claims that it was "ghost order" meaning there is no order. So I am out $228.62 and I will not get my daughter's gift because Toys R Us refuses to fill the order until I pay them ANOTHER $228.62. I understand that an authorization hold takes a certain number of days to be released but if the order was never received or fullfilled then is this not technically stealing?Desired Settlement: I would like my money to be refunded immediately. I cannot wait 3 to 10 business days. We are a low income family and we needed that money to buy Christmas gifts for our family. For Toys R Us to casually tell me that there was nothing they could do for me after THEY took my money hostage and refused to either fill the order or cancel it is nothing short of criminal.

Business

Response:

We are very sorry for the inconvenience and apologize for any confusion and/or misinformation. We will be sending the consumer a $20.00 e gift card to the email address referenced above. In addition we would like to offer the consumer 10% off their next online order and free standard shipping. Please reference your case number [redacted] when you call in to use your discount accordingly.

Executive Guest Services

Review: I stayed up all night in order to get the playstation 4 bundle. When 12:00am I click on the click. There 3 bundles were available I selected the one I wanted . There was an option to deliver to home , when I click proceed to checkout the website stated that option was not available with no other options below. This item remained in my cart. I waited on hold for 20 min for a customer service person to say oh Im sorry mam this was sold out at 12:02am I was on the computer with the item in my cart at 12:01am. I have a screen shot of the item. I left a message with the corporate office as well as left an emailDesired Settlement: I would like to get the playstation 4. The item was in my inbox and I have proof. If I decide to purchase any other popular item what do you suggest I do call customer service 30 min ahead of time I need some type of assurance that this will not happen again. With the understanding I am in the right place at the right time, at my computer waiting to the click the button. As long as the item is in my cart I believe it should be honored. Thank you

Business

Response:

Please be advised, we have resolved this complaint directly with the consumer. I spoke with the consumer personally on December 2nd. At that time she advised me that she had purchased the PS4 gamming system over the weekend from another merchant but was not able to acquire the two games that were part of our “bundle”. In an effort to restore her faith in Toys “R” Us I placed an order ([redacted]) for the two games and sent then to her free of charge. The games were delivered to her home on December 4th via UPS tracking #[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 believe my complaint involves advertising issues, as well as delivery, sale,and customer service issues. I had placed an order with toyrus.com on Dec 6, 2013 for my son's Christmas gifts. This was a 13 piece order. Four days later I was informed by email that out of the 13 items 6 of those had been cancelled for being out of stock. However moments later I logged onto my account went threw the items that were cancelled only to be shown out of the 6, 5 were still showing in stock, only with different (higher) prices. I was able to add them to my cart as well. I called the customer service number. Waited for 45 minutes before a rep picked up only to be transferred and put on hold for an additional 15 minutes. Once connected to a rep. I explained my situation. The rep informed that sometimes the website updates and can cancel orders out. This made no since to me. She said she could add them back on however they would be at the current pricing. unacceptable, as I had purchased the items for much less. I then wanted to cancel the order and take my money elsewhere she then informed that she cold not do that. Not satisfied with her answer I called back the next morning again on hold for an exuberant amount of time. I asked to speak to a manager, who then explained that the items were in fact out of stock even though they were still showing up as in stock online. and no, there was nothing she could do until my credit card was actually charged and the items were shipped. You see at this point my card had not even been charged for my remaining items. She also could not guarantee when my items would even be shipped as they are currently "located in stock". I am extremely unhappy. My money is literally tied up waiting for this remaining order to even ship, if and when it does. Meanwhile they are falsely advertising for items they do not even have in stock. Oh, and she almost failed to tell me that the items cancelled by them would happen to come back in stock I would be charged for those items!Desired Settlement: I believe Toy r Us needs to fix this website issue immediately . I have been talking to other folks online and have found they too are running into the same exact problems. My son's Christmas could potentially be ruined if these items are not shipped in a timely manner. I can not shop elsewhere for my money is tied up with this order. Our finances do not allow us to just turn around and be able to buy more gifts.

Business

Response:

We are very sorry for the inconvenience and apologize for any confusion.

We would like to offer the consumer 10% off their next on line order along with free standard shipping.

[redacted], please reference your case number [redacted] when you call in to use your discount accordingly.

Executive Guest Services

Review: On 10-13-13, I went to toysrus website to check on the sales add. It clearly stated that all video games were on sale. There was not any disclaimer stating any exclusions, but some games were not included . I thought it was as site error, so I called the phone number (###-###-####) to have them fix the issue so I could get the advertised sale prices. I talked to a women named [redacted], employee number [redacted] for about one hour. She kept making up reasons that were not listed on the website, like it was not on ps4 or xbox one games, but when I pointed out that some ps3 games were not showing the offer she tried to tell me it was pre orders. I pointed out at least one game NBA 2K14 that was not a pre order and was for the ps3 or xbox 360, and that game was even one of them that was pictured. Then she told me it was just for reference, and not included in the sale. I told her that was BS. How could you put an add out that states all games ( no disclaimer and it does not even specify system ) and still say some do not qualify. I told her I need to speak to a higher rep, so she game me a case number and told me I should receive a call in 24 - 48 hours. On 10-17-13, I called in since I did not receive a call, and the lady told me my case had been closed? Closed with no call or resolution, not my idea of good service. She basically made up the same reasons the fist lady tried to make, which do not have foundation in reality and apologized for no contact and my case being closed. This is often what places do to attempt to ignore issues. I told her that is a terrible way to keep customers that spend about 1,000 dollars a year at the store. I had a similar problem with the website a few weeks prior, but when I called they told me the problem would be corrected. So later in the week the correction was to add a disclaimer to the offer! When I called back they told me there was nothing to do. I had no proof so left it alone. My case number [redacted]Desired Settlement: I want what the add clearly states. I want to be able to order any video game at the rate of buy on get on 40% off. That is fair, since it is exactly what the add clearly states. This may be my last time dealing with this store as there are plenty of other places to buy games and toys that are much better on the customer service side.

Business

Response:

Please be advised, we are willing to honor this promotion. Our call center records indicator subsequent conversations with the consumer advising the same. The consumer has been invited to call back with an order number to have the 40% discount applied.

Review: I purchased [redacted] Baby/ Video monitors (Item# [redacted]) off of [redacted]. The website clearly says the baby monitors have a range of 900 feet on website and that was what I was looking for. I purchased the monitors by using a 20% percent promo code that was emailed to me from toys r us, two $25 gift cards and my [redacted]. When I received the item the box said the monitor only has a range of 350 feet. I called the 1-800 number (Around 9-25-13 give or take a few days) to see if they sent me the wrong product. They verified the website was wrong and I had the right product. I then asked to return the item and told him I had thrown away the gift cards, gentleman said no problem. He said they will mail me out the gift cards within 7 days (Ref# [redacted]) Next day I get a call from someone from toys r us asking me how he can help me which was confusing considering he called me and I thought I took care of the issue the day before. He then put me on hold for a good 10 minutes (keep in mind he called me). He eventually came back and said he had to transfer me. Twenty minutes later , a gentleman answers how can I help you? I explained to him I had no idea why I was on the phone and explained to him the situation. He told me it was all taken care of but I would not be able to use the 20% off promo code because it expired. I told him I don't care at this point I just want to get my money and gift cards back. I still don't know why that 45 minute call took place. Two plus weeks go by so I decided to give them a call today to check the status. I talked to 5 different people. The 4th person "[redacted]" cut me off in the middle of conversation and transferred me to 5th and final person. After 30 minutes on the phone a woman told me she will send me my gift cards in 14 days. I have never been treated so poorly in my life by a company. I have wasted 3 plus hours on the phone getting the run around (keep in mind my baby is a month old) Still no monitors or giftcardsDesired Settlement: I know I can never have the time that I wasted on the phone with this company back so I'm not going to ask for that. The first thing I would like back would be for the company to change the website so no other person has to be misled like I was. I would like what I ordered originally, a baby monitor that has a range of 600 plus feet like the one I thought I was getting in the first place. I feel like toys r us has to own up to the website and get me into a monitor that has the range I need for the price I paid. I should not have to pay a dime more when the company misled me on the website. I have screenshots of both the website and the box if needed.

Business

Response:

Please be advised, we have resolved this complaint directly with the consumer. On October 10, 2013 the consumer was issued a refund back to the original form of tender user on order # [redacted] in the amount of $127.19. This orders tender included the consumers [redacted] (credited $77.19) and two Toys ‘R’ Us gift cards, valued at $25.00 each. I will be sending the consumer a replacement gift card ([redacted]) in the amount of $50.00 via [redacted] tracking # [redacted] to the address listed above.

Sincerely,

Executive Guest Relations

Ref# [redacted]

Review: I was just scammed out of $163.00 from Toys R Us! I made a purchased from them in the total amount of $459 for a razor dirt quad which was $429.99 plus 7% tax, $296 was charged to my card, the rest on gift cards!. I went to check the status of my order, they told me they had no record of this order, it must have become a ghost order, a glitch in their system. I asked then why do I have a record of my card charged, he said he didn't know it must have been another glitch, I would have to call the credit card company & dispute it. I asked them what about my gift cards, he said do you have them, I said no(I NEVER THROW THEM OUT, I did this time to reduce the paper clutter in my house)he said we can not do anything. I said there must be some proof as to what I am saying, you charged my card, so somehow you processed the order, he said we have no order, glitch in system, that's all they have to say for themselves. I want my quad delivered or a total refund of $459, $296 on my credit card & the rest on a gift card, the same way I purchased it!

Business

Response:

Please be advised, our call center records indicate that this issue has been resolved. The consumers order was located (#[redacted]) however, this order contained a typo in the consumer email address;

[redacted] – should have been - [redacted] , hence the consumer would not have received any order acknowledgement, shipping or order ready for pickup emails. Call center records also reflect a conversation with the consumer on October 2, 2013 advising of the findings and a notation that the consumer would visiting the Jersey City store later that day to pick up the item.

Sincerely,

Will withhold money from accounts even though no order was generated,cust care is terrible.been trying to get this sorted out for 3 days no response from nj

Review: I ordered something online through toys r us and they refuse to give me my order and shipped it to the wrong address and refuse to do anything about it. they wont refund my money or give me my productDesired Settlement: I want either my money back now or my product I ordered.

Business

Response:

Please advised we credited the consumer back to their original form of payment on 7/10/2015. Please see the email below we sent to the consumer. We will take nofurther action. Thanks, Vanesa V[redacted]Coordinator, Executive Guest Services 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: Crayola Disney Frozen Activity Tub One SizeQuantity/Price: 1 @ $14.99Status: Price Adjusted/Credit ReturnedCredit for returned item(s):Subtotal: $14.99Sales Tax: $0.90Total Credit: $15.89Please 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 businessdaysIf 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 sectionof our website at [redacted]

Review: I ordered item # [redacted] Chelsea Downtown diaper satchel. They where running a promtion for 15% off with promo code [redacted] I also had a $5 "R"Us Reward. I used both and the website accepted both but I was charged for the full price of the diaper bag without the 15% being taken of, the 5$ reward was taken off. I have screen shots of the toys r us website accepting both the 5 dollars and 15% at the same time. When I contacted their customer service they told me that I should have read the terms and conditions. However their site crashed 17 time int he process of checking out and trying to read the terms and conditions. I would have saved my $5 dollar reward and used the 15% off if I would have know that I could not combine them. The full price of the diaper bag was 99.99 without any discounts.Desired Settlement: Refunded for there difference of the 15%.

Business

Response:

Please be advised we have processed a 15% off the order mentioned in the consumer complaint as a one-time courtesy. We do not combine offers when a consumer is placing an order online. A credit for $15.53 is going back to the original form of payment, a gift card ending in [redacted]. We will take no further action. Thanks, Vanesa V[redacted]Coordinator, Executive Customer Service[redacted]

Review: Back in December for Christmas I had a layaway from your company. You could not fulfill the order and I was sent an e gift card. I am at the end of fighting with customer service because this gift card will not work. You 1800 staff and all the managers are not helpful and they are very rude. One person was nice to me and I was told that I new card needs to be reissued because this card was part of a bad batch of gift cards. That person was really nice and helpful with everything. She told me that she can see the balance on the card, but it wont let me use it on the website to order the toys that you have back in stock. I do not understand this, but contacting the Revdex.com is my last option. I have no clue how to get my money back and I just want it refunded. The gift number is [redacted] and the pin number is [redacted]. Can someone please help me so I can get my money back.

Thanks,

[redacted]Desired Settlement: please issue a different gift card. I want to use it on toysrus.com. Some of the toys that I had ordered are now available again.

Business

Response:

Please be advised we see that the gift card was redeemed in store [redacted] on 12/21/2014 in [redacted]Thanks, [redacted]Coordinator, Executive Guest Services

Consumer

Response:

Review: [redacted]I am rejecting this response because:I never cashed anything in. Regards,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: they said that but I never cashed it in. I looked up the store number online and that's about 45 minutes away from my house. I disputed through my carf company. Thank you

Regards,