Toys R Us

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 began a baby registry with Babies r us during a time they were running a " sweetest registry" promotion, this advertised that the company would send you an E-gift card for 10% of the items purchased off your registry 10-12 weeks after your due date. In the beginning of June I contacted Babies r us because I had not recieved my E-gift card yet and was wondering why. They then informed me that my registry had items that were under dispute because they were manually taken off my registry by a sales clerk, then they also said the items that I purchased with lay-a-way were also NOT qualified. But when I orginally placed the items on lay-a-way I was told my multiple sales associates that once I purchased the item in full IT WOULD QUALIFY TOWARDS MY REGISTRY my sister and my mother were there to witness this as well. There were a lot of items that were indeed on my registry and they were purchased. Babies R Us is being very shafty and not giving me the correct amount on my E-gift card that I am entitled too.Desired Settlement: I would like Babies R Us to follow through and give me my promised E-gift card for the TRUE AMOUNT of items purchased off my registry. I didnt have to go to Babies R Us and they are the most expensive out of retail stores for baby items but I did because of this promotion. Between myself and my family and friends I purchased well over 450$ in items and they need to follow their advertisment and give me my 10% gift card.

Business

Response:

Please be advised that layaway items do not qualify towards the sweetest registry deal. Items manually marked off as purchased on the customer’s registry do not qualify unless proof of purchase is given. Please have the customer send over proof of purchase for the items below,

· 054465 PlaytexDiaper Genie Elite Advanced Diaper Disposal System with 270 Count Refill 8859 0 2130 1

· 810426 Ingenuity Chair Top High Chair - Shiloh 8859 0 2630 1

· 280752 Babies R Us Monkey on Board Sign 8859 4 4861 1

· 867732 Lansinoh TheraPearl 3-in-1 Breast Therapy 8727 35 3076 1

At this time the total qualifying purchase amount is for $281.87, therefore, the customer would receive an e-gift card for $28.18.

Thanks,

Coordinator, Guest Services

Review: I was to recieve a "registry reward", 8-10 weeks after my due date (7/19/2014). This was to be a gift card that accumulates 10% of what was spent off our baby registry. (Approx $7000 was spent from our registry). We never recieved this e-card. I've called 4 times to main customer service # (store says they do not handle this in store). All calls were at least 5 business days apart as they continue to promse me a resolution in 3-5 business days. Twice they said I did not recieve the reward because they had my email as [redacted] rather than [redacted] Both of these times they stated the changes were made to my account and a resolution should appear in my email 5 business days. On 2 occassions I asked to speak with a supervisor since I had gotten the very same scripted answer "Ok ma'am please check your email and a resolution should be emailed to you within 3-5 business days", and both times I was immediately hung up on. Our registry # is [redacted] ([redacted] an[redacted]) . I also have two complaint reference numbers which unfortunately are at my office but this complaint had been found without it during one of my calls with just using my registry #.Desired Settlement: I would like this transaction completed and to have our registry tallied and to recieve our 10% e-card back since we need valuable items for our now 4 month old baby, such as food and diapers.

Business

Response:

Please be advised we have settled the complaint with the consumer directly. A $200 e-gift card has been sent to the consumer. Thanks, [redacted] Coordinator, Executive Guest Services[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,

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: 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]

I've seen many people complain about the customer service at Toys R Us on forums but I've had nothing but positive experiences with them so I felt they deserved a good review. Their prices are a bit high but their customer service has been awesome so I'd say it's worth it.
I had a baby shower recently and a few people bought things that weren't on my registry that I didn't really want. I brought them to my local Toys R Us, without a receipt or anything, and they happily provided me with a gift card of the items' value for me to use on things that I actually wanted.
I also received a shipment that was placed in a box which was way too big for the items inside and there were no packing materials inside either. As a result, one of my items got damaged. I called Toys R Us customer service and was immediately sent to an agent, no holding what-so-ever. She had a new item shipped to me and let me keep the damaged item as well, which was an ointment so even though the packaging was damaged it was still usable and I got two items for the price as one. Needless to say, I felt that made up for the poor packaging job.
All in all, I think Toys R Us is a pretty darn good company to shop from. Much better than another store which still hasn't responded to my inquiry after more than a week.

I will never again shop at this establishment. They are completely misleading on the website regarding ship to store pickup. I called "customer service" and got the run around from a lady that couldn't even speak English. They didn't try to resolve my problem in any way, shape, or form. Thanks for taking my $300 for a stroller my sister won't even see until after her baby shower.

Review: I have asked Toys R Us- three times to explain how the 20% coupon I used online has been applied to my order- and they are not responding. I initially filled in a complaint form online, and then emailed the CEO- and still n response. I used a 20% off coupon and have not received a receipt which explains which items the 20% was valid against (there were lots of exclusions). On the receipt I have been sent, no discount at all has been applied.Desired Settlement: I would like an itemised list of what discount has been applied to every item- there were several items, and why it didn't apply to others; I may also need a partial refund if the offer has not been applied correctly.

Business

Response:

Please be advised, we have resolved this complaint directly with the consumer. A member of our Executive Guest Service team contacted the consumer on November 7, 2013 and arranged for a refund back to her credit card.

Sincerely,

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 9[redacted], and find that this resolution is satisfactory to me.

Regards,

Review: 1.) Placed Order online on November 6, 2013 totaling $96.28. (Order Receipt Attached) 2.) Order arrived on November 8, 2013 via UPS. (Packing slip attached) 3.) Opened box to find that Item # [redacted] "Battlefield 4 Limited Edition for Xbox 360" (UPC: [redacted]) was not included. Instead, basic version of game was included (UPC: [redacted]058). 4.) Figuring that fulfillment crew made mistake, followed "Hassle-Free Returns" ad on packing slip and brought entire package to local Toys R Us, #[redacted]. (16 miles one way). 5.) "[redacted]" was very kind. Recognized fulfillment mistake, had game in-stock in store and offered to correct it. 6.) "[redacted]" - Manager, jumped into conversation, lectured [redacted] in front of us and told her "NO, since it wasn't purchased here, we would have to pay $10 to get it corrected as a "no receipt exchange", although we had all of the receipts in hand. 7.) [redacted] walked away rudely. [redacted] apologized for [redacted]'s actions and said that it doesn't make sense that they couldn't help us for Toys R Us' obvious mistake. 8.) We walked out of the store with no resolution. Then spent 61 minutes on the phone with 1-800-Toys-R-Us attempting to get it resolved. (Log attached) 9.) Were initially told they would ship out correct item at no cost. Only to later tell us that item was out of stock. 10.) After an hour on the line was told nothing to do except refund money in 8-14 business days. 11.) Against better judgment, went back to store #[redacted] only to have rude [redacted] tell us "Thought you took care of this mess last night?". 12.) Again, she walked away, and cashier apologized AGAIN for her rude actions. 13.) Game was "on-sale" today and we were forced to pay $5.35 (receipt attached) in order to fix Toys R Us mistake. 14.) Cashier said she didn't understand why we were forced to do so, but manager said so. 15. We were stuck between a rock and a hard place for something that wasn't our fault. Going and paying more was only option.Desired Settlement: 1.) Toys R Us made a mistake fulfilling our online order. 2.) We were treated rudely and unfairly by both [redacted] (Manager) at store #[redacted] TWICE! and once by customer service. 3.) We were forced to drive 16 miles each way TWICE to resolve an issue that should have never happened. (64 miles total). 4.) We were forced to spend 61 minutes on the line with customer service with no resolution provided at all. 5.) In addition to the mileage and phone call, our monetary costs were $96.28 for the initial order and $5.35 was the "fee" that we were charged in store to correct Toys R Us' mistake. Our desired outcome is that the Executive Team at Toys R Us read our complaint carefully and see how many different ways we were wronged over a mistake that wasn't ours. We wish to receive a substantial credit for this terrible experience either via a refund to our credit card and/or a gift card. Either way there needs to be retribution made. All documentation attached. (Order Receipt, phone log etc.)

Business

Response:

Please be advised, we have processed a credit of $25.00 on order #[redacted]. The refund will be return to the original form of tender used to place the order. If the consumer is no longer in possession of the gift card used on the order he may contact me directly and I will send a replacement card. . I can be reached Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at ###-###-#### or by emailing [redacted]

Executive Guest Relations

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: bought my daughter a tabeo tablet for Christmas last year. I sent it back about seven times. It still doesn't work. Won't refund money. warranty up. I bought a kids tabio tablet at Toy R US for Christmas last year. I had nothing but problems from the beginning. I sent the tablet back about seven times already and one again am sending it back to them. They refuse to refund my money or send me the tabio new tablet version that just came out. The warranty is up December 24th and then she won't have a tablet at all. During the last year she only was able to play with it for a few months. By the time we send it back to them and receive another one ( which breaks within a couple weeks) the warranty will be void. It is all over the internet that there are problems with this tablet and toy r us refuse to refund unless you bought an extended warranty. This product should be recalled. You can reach me at ###-###-####.Desired Settlement: I just want a refund of the $150 plus taxes and charges I spent for mailing about $175. or a credit from toys r us. Please help I am at my wits end. No child should receive a Christmas present they can not use.

Business

Response:

Please be advised, we have resolved this complaint directly with the consumer. A gift card ([redacted] in the amount of $175.00 has been sent to the consumer via FedEx as a refund for her Tabeo Tablet purchase made in December of 2012.

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 9[redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I originally attempted to utilize a coupon at my local Babies R Us/Toys R Us store. I made many attempts to redeem the coupon and each time I was told that the coupon was not able to be used. So, I complained to Toys R Us.com and explained the situation. I was then emailed by a customer service representative that treated me very rudely and disrespectfully. I again contacted Toys R Us.com and notified them of this misconduct. I was then told that I would receive a 15 dollar "e-gift card" for all of my troubles, which was due to arrive in 48 hours. This never arrived. Days and weeks went by and it never arrived. So, I called and complained again. I was then offered a 25 dollar "e-gift card", which also never arrived. I have spent many, many hours on the phone trying to resolve this no avail. I contacted them again and they said that the it was on the way, only to never receive it. They then offered me the coupon and the gift card and again said it was on the way. This is going now over a period of weeks and weeks, when I was told 48 hours. I was then told when I called that "I didnt need the coupon just wait for the gift card", and treated very rudely when they were the ones who offered the coupon to begin with. They then said they were rescinding the coupon in lieu of the gift card. They then went on to say they were rescinding the bottle in lieu of the coupon. They then went on to say the gift card had been sent out, and then went on to say that thet gift card would be sent in another 48 hours. I feel as though I am going in circles.Desired Settlement: The gift card and a the bottle and something else to compensate this horrible customer service experience.

Business

Response:

Please be advised, this complaint has been resolved directly with the consumer. The consumer received an e gift card # [redacted] in the amount of $25.00 on 12/27/2013.

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 purchased bottle nipples and bottle liners with my rewards r us coupon on two separate purchases so I used two separated coupons. I took them back because I decided to switch bottles. I knew I couldn't get the rewards r us coupon back of course. I just wanted to switch the nipples and liners for the new bottles and pay the difference but apparently u can't get your coupons back once u use them.Desired Settlement: To at least get my coupon back

Business

Response:

This complaint has been resolved directly with the consumer and local store manager. [redacted] visited the store and received rewards coupon back in the form of a $10 physical gift card. The consumer is satisfied with the resolution and no further action will be taken.

Thank You

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: babiesrus.com have several items listed in their clearance section for sale. On each item it is clearly stated that, "item is available for free-ship-to-store pick up". Upon clicking "add item to cart" , the website said it could not continue with order. I went to my local store and was told "this is not a real sale", and " I don't know why they are doing this to our customers". I then proceeded to call the toys r us hotline at [redacted] and was told there was a glitch in the system and they would not be honoring this price. I asked to speak to a manager and after much debate was transferred to [redacted] who said he "couldn't help me". I was told babiesrus.com didn't know how to fix the price on the website. I feel lied to and tricked by babies r us. A price was advertised with a promise that the item is available for in store pick up. While on the phone with [redacted] he offered me 20% off a purchase. So is this common business practices by babies r us? Do you advertise a certain price, deny the price, then offer a measly 20% off full price? Talk about bait and switch. From now on when I see a sale price advertised by babies r us, should I just assume that it is a glitch? How will I ever know the difference between a true sale and a glitch? Can I ever feel comfortable spreading the word about a sale at babies r us? How do I know what to believe? If you are having a sale, and advertise it on your website..... honor the price you have promised. If you sell out of an item, take it off the website. It is common courtesy and simple business 101 to honor the price you have advertised. Whether or not there is a "glitch", you should not involve your paying customers with your problems. This is exactly how you lose customers. When trust is broken, we will go elsewhere. Negative experiences travel through word of mouth very fast.Desired Settlement: I would like to purchase the advertised items at the advertised sale price:

Delta Dakota Crib/changer - cider

sale price - $30.00

“R”Web#: 130144

SKU: B0CEBF45

UPC/EAN/ISBN: 080213004613

Manufacturer #: 83001-225

Disney baby the lion king premiere washable play yard

Sale price - $35.98

“R”Web#: 789337

SKU: DE6B33A5

UPC/EAN/ISBN: 074451600201

Manufacturer #: 60020

Business

Response:

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

We would like to offer the consumer 10% off their next on line order along with free shipping. Please reference your case number [redacted] when you call in to use your discount accordingly.

Executive Guest Services

Ref# [redacted]

Review: I PLACED AN ORDER ONLINE. DISCLAIMER ON THE ADD STATED ORDERS COULD BE CANCELED UP TO 45 MINUTES AFTER PLACING. I GOT AN EMAIL RESPONSE THAT THE ITEMS I SELECTED WERE NOT GOING TO BE SHIPPED TO ME TILL WELL AFTER CHRISTMAS. I THEN TRIED TO CALL AND CANCEL THESE ITEMS BUT WAS TOLD THERE WAS NO WAY TO CANCEL. I CALLED WITHING THE 45 MINUTES FROM PLACING THE ORDER. I WAS THEN INFORMED THAT SOME TIMES THERE SHIPPING DEPARTMENT LIKES TO GET AHEAD & PROCESSES THE ORDER 5 MINUTES AFTER PLACING IT MAKING IMPOSSIBLE TO CANCEL THE ORDER. THE DISCLAIMER IN NO WAY SHAPE OR FORM WARNS YOU THIS COULD HAPPEN.Desired Settlement: I WOULD LIKE A PROMPT REFUND OF MY MONEY OR BE ABLE TO DRIVE TO A STORE & PICK UP MY ITEMS BEFORE CHRISTMAS.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. Both items were delivered in time for Christmas. Our call center notes indicate that a subsequent issue arose not captured in this complaint regarding one of the shipments. The consumer had been credited $25.00 on this order from our call center on 12/24/2013, in light of the subsequent issue I have also requested a full credit for the freight shipping charge in the amount of $35.98.

Executive Guest Services

Ref# [redacted]

Review: I ordered a [redacted] Galaxy Tab 3 7.0 - White for $185.08 on 12/01/13 with order number [redacted] and I never received the item because the shipping company made some sort of error. I called toys r us customer service on 12/04/13, 12/06/13 and 12/09/13 and I was told they will open a claim for my refund and it will be issued in 24 hours and still my money has not been refunded. Every time I call no one seems to be able to assist in the matter.Desired Settlement: I just want my funds refunded to me as promised.

Business

Response:

Resolved with guest directly, a full credit in the amount of $185.08 has been completed and processed. The guest will receive the credit back to the original form of tender

Review: On 12/11/2013 I ordered the Xbox 360 game console advertised on their website toysrus.com, it was suppose to come with an extra wireless remote for free, they valued it at $64. On 12/13/2013 I got an email stating that the Xbox wireless remote has been cancelled and that my credit card was not charged, it wasn't charged because it was a free item, so basically they got me to buy a game system I could have and probably would have bought elsewhere with the expectation of getting a free wireless remote and then they cancelled it. My wife called them and the customer service representative said, "why are you upset it was a free item?" I am upset because they did not follow through with there adverstisement and I may or may not have bought the console based on the wireless remote not being a part of the purchase. I have tried calling back again and can not get through to a live person, I have sent 2 emails to their customer service department and have heard nothing in response. I have looked and the wireless remote I was suppose to get with the game console IS available on their website so they can't say it was cancelled because of it being out of stock they simple do not want to own up to their advertisement.Desired Settlement: I want the free xbox 360 wireless remote that was advertised with the game console or $64 dollar credit or refund so I can go but it separately.

Business

Response:

Please be advised, we are taking no further action on this complaint. The offer referenced in this complaint was a special promotional event described as while supplies last.

Executive Guest Services

Ref # [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I think it's a poor excuse, a company as big as ToysRus should have the sophistication in their computer software to be able to track inventory and when they are truly out of their promotional supplies remove the deal from showing on their website. This was nothing more than a company trying to make sales before Christmas (or end of year) so they left the promotion up with no intention of ever making good on it. I will never shop at ToysRus again, I hope $64 dollars was worth it.

Regards,

Review: I have repeatedly (upwards of 5 times) removed myself from the Toys'R'Us email list, which I was put on without my knowledge, and am still receiving emails almost 2 months after I first removed myself.Desired Settlement: I want to be removed from their email database completely. And I want them to be fined for not removing me from the email listing.

Business

Response:

Please be advised we have placed the consumers email address on our mailing list removal. We will consider this matter closed. Thanks, VanesaExecutive Customer Service

Never again will we shop with toys r us. Last year we purchased a bouncer for our daughter from your website for a Christmas present, after waiting 4 weeks, 4 weeks where you kept telling me the shipment was delayed because of the holidays, You then cancelled the order the end of December because you sold out and never fulfilled my order. It took us 6 weeks and several hours on the phone to get a refund. We decided to give you another shot for my daughters first birthday and bought several items from your website and paid extra for 3 day shipping to ensure they got here by our daughters birthday. You never called me, instead 3 days later sent me an email saying my order was cancelled. Why do you insist on me putting my phone number down on an order if you aren't courteous enough to call for order issues. When we called to find out why, you left us on hold for 20 mins to have someone not be able to tell us why, but that is was potentially because our rewards address and shipping/billing address was not the same. This was after saying that our payment information was not correct, and we had to explain you had charged us already. A phone call to us to clarify the addresses would have easily rectified this situation, but instead you cancelled my order and left me in a situation where I'm last minute having to rush around for my child's first birthday present, a very important milestone for us. You still have not released the hold on the funds you withdrew from my checking account. What poor customer service. You have several competitors that take much better of their customers and that is where my business will go in the future!

I thought the "blame everybody else" customer service mentality died in the 90s, but TRU is keeping is alive and well. When the game console we ordered hadn't arrived in almost a month, I called customer service. Reaching a real person at 800-toysrus is not an easy task, but I was persistent. When I finally reached the representative, he let me know that it was FedEx's fault for not picking the item up. What? Then (again he stressed, all because of FedEx) they had to restock the item, and it was sent to someone else and is no longer available. "So," I asked "when FedEx leaves a labelled package at your warehouse, instead of having them pick it up the next time they come, you restock it and sell it to someone else?" He replied affirmatively and offered a refund. I let him know that what I really wanted was for him to acknowledge that this was a Toys R Us Problem, NOT a FedEx problem. FedEx didn't bill me $400 for a product they didn't send, TRU did. The lack of ANY accountability was seriously disturbing. My family will NEVER shop at Toys R Us again...online or in person.