Toys R Us

Review: On the evening of July 20th (around 7:30 PM CST), my wife and I were shopping the Babies R Us store on [redacted] We purchased $500 in merchandise for our baby. In addition to that, we decided to purchase a crib. The crib wasn't in stock, but we were told we could place a special order for it. We proceeded to the customer service desk to place this order and specified that we wanted to order the crib in white, knowing that it was also available in an espresso color. The associate in the store informed us that it would be a little bit cheaper to order the crib from their website and that she could do that for us. We gave her the okay to place the order online and again stated that we would like to order the item in white. The order was placed, and we supplied payment ($205.71) for the order at that time with my [redacted]. Upon reviewing the resulting email, my wife saw that the crib was ordered in espresso instead of white.

Here are the pertinent details from the confirmation email:

Item # [redacted] Graco Lauren Signature Convertible Crib

Order # [redacted] The email had a timestamp of 8:39 PM. By the time we had received the email, there was no time to return to the store and inquire. Keep in mind that their closing time is 9:00 PM, and we were already a couple miles down the road. We decided that we would call the 800 number the next morning, since we needed to get our 3-year old daughter to bed. We called the 800 number around 8:00 AM on July 21st and talked to 3 different people, including a manager. The manager informed us that since the order was placed online, changes to the order could only be made up to 1 hour after it was placed in the store. Our opinion is that the sales associate made the mistake of ordering the wrong color, so we shouldn't have to suffer the consequences. The sales associate likely made an honest mistake, but there should be a process in place to easily resolve such a problemDesired Settlement: At this point, I'm not sure what to do. My pregnant wife, and our baby, were put through unnecessary stress because of an issue that should have been easily resolved. I'd like some type of apology. This should have been an enjoyable experience, but it has turned out to be the exact opposite. When a manager tells the consumer that they must wait for the item to arrive and deal with it, that's not acceptable to me. Furthermore, we should have been reassured that the item would be accepted for return at the store. The manager wasn't able to provide that reassurance. Her solution was to order the item again in white and try to return the espresso model at the store.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. The crib that was ordered on line in the incorrect color has been successfully re routed back to Toys ‘R’ Us. However, the desired color choice would not be available for delivery for another 2 weeks. This order was cancelled at the consumer’s request. The consumer has also declined an upgraded crib at a significant discount available for purchase/pick up immediately as they will be purchasing the original item from another merchant. We will be sending the consumer a $150.00 gift card ([redacted] along with our deepest apologies as an effort restore their faith in Toys “R” Us and we that they will give us an opportunity to re-establish their confidence as a customer in the future.

Sincerely,

Executive Guest Services

Ref # [redacted]

Review: I ordered 3 items online during a sale and only received one... I tried to call in regards to where the items where at as well as any info on WHY I never receive confirmation on my order or shipment of the items on Dec 6th 2015 after waiting 52 minutes I was put in touch with a rep that didn't speak English clear enough to understand what was going on with my order within minutes I received 4 email about shipment for the one item that I received but not the others... I tried to call corporate number and was put thru numerous prompts to finally be dumped into a voicemail (and at this time no contact OVER 24 hours and NO return call) on December 7th and then I tried to call the CS number on Dec 8th and you have to go thru numerous prompts and it will not direct you into a rep...

I just want my products that I ordered and person to tellDesired Settlement: Delivery of my items that I purchased

OR

Call from someone in regards to what is going on

OR

Refund

Consumer

Response:

The Complaint ID:[redacted] has been resolved. Sincerely[redacted]

Review: On August 4th I put a " Little Tikes Thomas and friends toddler bed " on Lay away and on September 12th when I paid it off I was given a "Step 2 Thomas the Train toddler bed" . I pointed out the different bed and I was told that is what they had. The one that I purchased had a toy chest and a shelf connected to the bed . The one I received did not. When I first put the bed on lay away there was no boxes of the beds on the shelf only a paper ticket with the product information and a barcode to take to the register. I asked the associate if they were sure I would be getting the one with the toy chest and they said yes. When I received the merchandise they removed the the rest of the paper tickets and said we don't carry this bed only the other one.Desired Settlement: I would prefer the bed that was pictured on the ticket. Or the toy chest . I was so upset and discouraged . I spoke with a customer service representative from their 800 number who was really trying to find the bed I had purchased before the bait and switch but she could not find one. I was thankful though. The store associates attitude really upset me. The I don't care attitude ,take it or leave it is not very customer oriented attitude.

Business

Response:

Please be advised we need the consumer to provide the store number where she spoke to the associate. I will be directly handling the case, should the consumer have any questions please have them reach out directly to me. Thanks, [redacted]Coordinator, Executive Guest Services [redacted]

Review: A Mickey Mouse bed I purchased for my great-grandson was defective. My granddaughter tried returning the bed and the clerk said she could only give a gift card because I wrote a check and there was not proof the check cleared. I checked my account online to provide evidence the check cleared the day before (8/11/14). My granddaughter provided the information to the clerk and then her story changed. The clerk then said my granddaughter could only receive store credit for defective products.Desired Settlement: I would like a full refund of the purchase price of the defective bed. A store should not be able to keep a consumer's money if they sell defective merchandise. Stores should not be allowed to keep money when they sell defective merchandise without any consequence.

Business

Response:

Please be advised we need the store number where the item was purchased by the consumer to better assist. Thanks, [redacted] Coordinator, Executive Guest Services

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,*

[redacted] they gave me my money.

Review: I went to a competitor ([redacted] to get an item. They were out of stock but it was a great price (they also issued a price rain check for the item). I had excellent experiences before with toys "r" us/babies "r" us honoring the price matches. I had the [redacted] location print from their register the item description, number and it shows regular price. I tried to take this to a location for a price match. I was told that they only match online. I said well your site says they do print as well. They rudely argued with me until I brought it up on my phone. They then said they would ask the manager. The manager stated they do match print but that the price was too low and they won't honor it. There is nothing in the policy stating a cost difference limit. I clearly had proof from the competitors location (not a percentage off item and shows regular price on the print out) that shows what their price for the product is and they refused to honor it. It is very frustrating that the company won't honor the price when I have clearly printed proof. Plus the treatment at the location was unacceptable. It was embarassing. I have twins and finding good prices is a must and clearly this must not be the company to go to for my baby needs. The item is the Ergobaby carrier in Galaxy Grey.

ERGObaby Baby Carrier - Galaxy Grey

“R”Web#: [redacted] Manufacturer #: [redacted] It was such a horrible and embarassing experience I have told many people about so they can avoid feeling this way. I left the store in tears that day.Desired Settlement: Really for the horrible treatment of such a large company they should be sent to me complimentary. If not I would like them to honor the price that the compeitor is selling the item for at the least. I need two of them for my twins.

Business

Response:

Please be advised that we need the customer to send over the item [redacted] had on sale, with the selling price showing. We will be able to assist after we receive the information required. Thanks, [redacted]Coordinator, Guest Services

Business

Response:

Please be advised that we cannot price match the Ergobaby Original Collection Baby Carrier - Galaxy Gray, due to the fact that on the [redacted] receipt provided, it states the item has limited availability and may not be replenished. If the consumer visits our website, in reference to price matching, it states we will not match prices when a competitor’s item is out-of-stock or limited quantity. Please take a look at our Price Matching terms and conditions, http://www.toysrus.com/shop/index.jsp?categoryId=11949070&sr=1&origkw=pr...⇄ . We will take no further action. Thanks, [redacted] Coordinator, Executive Guest Services [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The way the store location treated me is not acceptable. They made no mention of limited quanities or anything. They refused to do it based on price. I'm flabbergasted at the response since yet again it's only based on the money not the way I was treated at all. It wasn't even acknowledged in any of the company's responses. No way should it be ok to treat a customer in this manner and then when a complaint is made it's not even acknowledged. I want this escalated to someone higher then the person handling the response. If that person reviews this and isn't willing to help I will escalate above them. Unacceptable!

Regards,

Review: I attempted to order a swing set for my children for Christmas on Cyber Monday online. After an entire day, literally spent, calling and talking to several different people, my order being canceled and re-ordered three times, I got a person over the phone who knew what he was doing and continued to call me back, until I got a swing set (NOT my first choice) ordered through him and was told that it would be delivered in 7-10 business days, directly to my home. He waived the delivery fee for my issues. I even got an email stating that my order had shipped on on Dec 5th. This week, after not being able to track my package on their online service, or getting contacted by the deliveree because of it being a LARGE shipment, I called in again, this past Monday. I spent over an hour and a half on the phone again, because NO ONE could figure out where my order was. I finally got a supervisor who found it and told me it was shipped via UPS and to hold another 15 minutes for her to come back on the line and tell me that was the wrong tracking number, my order had NOT yet shipped and that it wouldn't ship for 4-6 weeks. I told her this was unacceptable and she told me that it says online under the product, that it could take 4-6 weeks. I told her, I wouldn't know that because I did NOT order this swing set online, your customer service representative did and told me 7-10 business days. She said there was nothing more she could do and that she could NOT even CANCEL my order because it is in progress?!? What?!?! So, I hung up with her and immediately began searching online other stores so that I could get my swing set by Christmas, and I will.....however, Toys R Us, still has my money and will not cancel my order??? Now, I am paying more money for a similar item, due to Toys R Us's mistake and I don't know if I am even going to get my money back on my gift card, and quite honestly, I don't want a TRU gift card because I NEVER want to shop here, again, in my life.Desired Settlement: I would like someone who has the authority to resolve my problem to get in touch with me because at this point it is a waste of time and money to ship an item to me, that I no longer need. Again, I honestly wish I could just get my money back NOT on a gift card because I do NOT want to be forced to shop here ever again. I also just saw on my actual confirmation of purchase it states:

Item #: [redacted] Description: Carlisle Wood Gym Set One Color

Quantity: 1 @ $399.99

Shipping Method: Freight Carrier, 7-14 business days

Important: Arrival dependent upon the shipping method selected.

Business

Response:

Please be advised, we have resolved this complaint directly with the consumer. The consumer received an e gift card as a refund on the order. That gift card was then exchanged into the consumers desired form of payment at her local store # [redacted]

Executive Guest Services

REF# [redacted]

Review: An order was originally placed on 07/04 for a "Barbie in a Mermaid Tale 2 Doll-Merliah".

(From Toys R Us.com) Additional Info “R”Web#: [redacted] Manufacturer #: [redacted].

Approximately one week later an item was received, but it was not the correct item from above. The incorrect item I received is not to be found on Toys R Us website, but from the information I can obtain from the packaging it has UPC # [redacted]. Toys R Us was contacted and notified of the error, and a customer service assistant assured us that the correct item would be shipped out immediately. Approximately one week later no item had been received so I again contacted Toys R Us to be notified that an error had occurred and that indeed a item had not been shipped, but that it would be taken care of. Approximately one week later no item had been received so I again contacted Toys R Us and asked to speak with a Supervisor. I was transferred to a Customer Service Supervisor who assured me that there had been some errors, but that he was sending the correct item via next day air and that I should receive the correct item no later than 7/30. An item was received on 7/30 but was still an incorrect item, a duplicate of the UPC listed above. I contact Toys R Us to be told by a supervisor that there was nothing that I can do short of returning the incorrect item and placing a new order, due to the original payment via [redacted] I expressed my frustration with this and was transferred to yet another supervisor who shipped an item, but made no guarantees that this item would be the correct one. It appears that there is either some mis-labeling in the bins of the warehouse, etc as I continue to receive the wrong item. While I was assured that an item will be received no later than 08/01 the supervisor was unable to give me any assurance it would be the original item I ordered.Desired Settlement: I would appreciate receiving the item I originally ordered.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. The correct item will be shipped directly to the guest from one of our stores in the Northeast region at no additional cost.

Sincerely,

Executive Guest Services

Ref # [redacted]

FedEx tracking [redacted]

Review: On June 17, 2013 I purchased a $25.00 online ecard from ToysRus for my grandson's birthday. I received an email order #[redacted] acknowledgement. However, I never received the ecard. I called at 11:00 am and spoke to [redacted] she said she was going to push it through. I never received the ecard. I called again on June 20, 2013 at 12:00 pm and spoke to [redacted]. She apologized and said that I should get it today. I was given reference #[redacted] and she was going to escalate the problem. Here is a list of all of my phone calls and broken promises:6/24/13 @1:30pm - [redacted] told the same thing as [redacted]6/26/13 @ 7:13pm - [redacted] - she is transferring me to [redacted]n guest Relations. Spoke to [redacted] at 7:25 pm he stated that he is putting through refund and I should receive in 3-5 days.6/27/13 @ 7:00pm - [redacted] - apologized she sent to supervisor.7/9/13 @ 1215pm - [redacted] - refund sent to be processed but transferred me to [redacted]. [redacted] stated it had to be put through their internal system for refund.7/12/13 @ 3:55 pm - [redacted] apologized said she will look into it7/16/13 @ 12:15 pm - [redacted] - apologized again she will look into it7/17/13 [redacted] badge #[redacted] - offered me a 25% discount and should receive refund in 7-10 days.7/30/13 @ 10:30am - [redacted] - I waited the ten days, still no refund, more apologies.8/2/13 @ 8:38am - [redacted] - request for credit put in on 7.3013 at 930am8/9/13 @ 8:19 am - [redacted] - transferred to [redacted] - apologized profusely he will personally take care of it and resolve it today and leave a detailed message.8/13/13 @8:58 am - [redacted] - apologized - the last straw she told me to fill out a survey and voice my complaint. I hung up.As you can see, this is ridiculous everyone did acknowledge that I did not receive the ecard yet they all failed to try an offer a solution. I felt that I was lied to constantly and that there was no intention of refunding my money. Please advise if you can be of assistance.thank you,[redacted]Desired Settlement: At the minimum, refund of my money in a credit immediately to my bank account.

Business

Response:

Dear [redacted]s,

I’m sorry we could not speak directly this afternoon when I called you at the telephone number listed above, [redacted]. I would greatly appreciate it if you would contact me at your earliest convenience. I can be reached Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at 973-617-4641 or by emailing [redacted]

Cathie D’Eramo

Executive Guest Services

REF# [redacted]

Review: The company shipped the package that I purchased to the wrong address. I had to pay to ship it to the correct address out of pocket and it did not make it in time for Xmas. They refused to reimburse me for ANYTHING.Desired Settlement: I want to be reimbursed for their complete and utter mistakes throughout this process.

Business

Response:

Please be advised we have the address the consumer entered at the time of her order [redacted] We are unable to credit any shipping costs at this time as the consumer entered that address. We will consider this matter resolved. Thanks, Vanesa Executive Customer Service

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I entered my address as the BILLING address. I entered my brother's address as the SHIPPING address. When I initially called them they ADMITTED their mistake. I ordered from several different stores this year and I ALWAYS enter the correct shipping address.

Regards,

Susan Kroggel

Business

Response:

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

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 called the customer service on 03/05/2015 in regards to a 20% coupon for rewards members that I was notified about in store. I reluctantly shopped with this company again after a incident this past holiday season. I recently shopped 2 separate days in store spending $352.21. When I called customer service to inquire about my coupon, I was told I didn't qualify because I have not signed into the website. I learned at that time that I signed up for the program in 2008. Here we are 7 years later of shopping with the company and not getting my due rewards. I requested at that time that I be contacted. No one ever called me. .Desired Settlement: I would like 20% from my purchases.

Business

Response:

Please have the consumer provide their Rewards Number so we can further research. Thanks, [redacted]Coordinator, Executive Guest Services

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

My rewards number is [redacted]

Receipts are [redacted] and [redacted] from [redacted]on 03/05 my reference number from Toys R Us [redacted]

Regards,

Business

Response:

Please be advised we have researched the consumers account and see that they have a $10 Reward coupon available for use at this time. Please have the consumer log into their Rewards account. We will take no further action. Thanks, [redacted]Coordinator, Executive Guest Services

Consumer

Response:

Review: [redacted]

I am rejecting this response because: That $10 is what I have earn from the THREE HUNDRED FIFTY-TWO DOLLARS AND TWENTY ONE CENTS I just spent in your store. I am asking for a credit towards those purchases which at that time was 20%. I have spent MONEY for at least SIXTEEN YEARS with this company without any reward to me. The program, like previously stated, I have been in since 2008. I am just being notified in 2015 of additional things that should have happened. TOY R Us have dropped dropped the ball AND let me down as a customer. It's a shame I had to get any response from the company through another. Being there is no further response from your company, I will take my business else where for my 4 children 16 and under as well as for my many friends and family.

Regards,

Review: I ordered 4 items off a friend's registry. She had not updated her street address in the same town. We both called and updated the address after realizing this was the case. Her items were shipped out in 3 shipments. She received all but 1 item. On my 3rd call to resolve this issue I was offered the option of a refund. I took the refund of 29.99 plus any shipping charges. Two days later I get a call saying the refund was denied. I asked 5x to speak with a supervisor and was denied. I disputed this charge with my credit card, but this store needs to approve that refund. I am so extremely dissatisfied with the poor customer service I have experienced over the last 2 weeks trying to resolve this.Desired Settlement: My desired outcome is a refund of the product that my friend never received. I was promised a refund after confirming this several times on the phone, only to be denied a couple days later. When asked to speak with a supervisor a customer should not be denied. Very poor customer service.

Business

Response:

Please be advised we sent the items to the address registered on the consumers registry. Once the order has been placed we are unable to make any modifications. As a one-time courtesy we have credited the consumer back to their original form of payment. Thanks, Vanesa V[redacted] Coordinator, 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.

However, it should not have come to this point. The address was updated and 3 out of 4 items were delivered. I was given a refund on the 4th item, then they rescinded the refund two days later and refused to let me speak with a supervisor. I ordered the item from another business and it was easily delivered in two days, not the 20 days it took from Babies R Us for the other items, and without the poor customer service.

Regards,

Review: Rocking chair received was EXTREMELY difficult to put together and Rocker was damaged.

I bought a Shermag Glider Rocker and Ottoman - White/ Pearl Fabric from BabysRus and it was a gift from family. The chair was so so hard to put together as directions were poor. My wife and I put the rocking part of the rocker together which took 45 minutes. Then when I went to screw in the seat and back to the rocker, the holes didn't line up and I with force was able to get 3 out of holes as the other was not driller properly by the manufacturer. I tried to call Shermag but their offices were closed and could not get a live person. This Rocker was bought as a gift and I am very disappointed with this product. I would want either a credit or someone to replace and put together a new chair because directions are not user friendly at all.Desired Settlement: I want some sort of credit or complete replacement and assembly of the new Rocker.

Business

Response:

Dear [redacted],

We would be more than happy to assist you but unfortunately, we do not have enough information at this time. At Toys “R” Us, we strive to offer our guests a level of service that delights them and invites them to return. We are always disappointed when we fall short of our goal.

In order to better understand your situation I would like an opportunity to speak with you further about your experience. I would greatly appreciate it if you would contact me at your earliest convenience. I can be reached Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at ###-###-####.

I look forward to speaking with you.

Sincerely,

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. I have spoken to a Executive and they gave me a gift card for my troubles.

Regards,

Review: I had called the customer service desk at this store earlier in the day to ask if I would be able to use some 20% off coupons that I had printed off earlier that day on the items that I had planned on purchasing. I explained that I had 1 coupon for each item that we were wanting and even had them look up the items that I would like. The customer service rep that I was speaking with assured me that I would be able to use 1 coupon for each of the items, saving me $54.55 before tax and that they would be willing to ring the items up separate to insure that I indeed received the additional 20% off. Upon coming to the store, picking out my items and even going to customer service, they would only let me do one purchase and didn't scan the coupons! My husband ended up having to go to another lane and she didn't scan he coupon either! I brought it up and has asked for it to be fixed, only to be told that they were busy at the moment and the young girl (who I am assuming was the supervisor on duty) just scoffed it off when an associate was talking to her and then she left! I couldn't believe that now only was I promised one thing earlier that day and not given it, but when I brought it to their attention, it was deemed too much of a hassle and not fixed! Because of this, it cut $54.55 into our budget before tax and $58.53 after meaning our 3 year old didn't get one of the items that he was really hoping for!

Product_Or_Service: Children's ToysDesired Settlement: DesiredSettlementID: Refund

I would like to be refunded the $58.53 that we should have been discounted to begin with and were promised.

Business

Response:

We would be more than happy to assist you but unfortunately, we do not have enough information at this time, i.e. date of transaction and the store location. In order to better understand your situation I would like an opportunity to speak with you further about your experience. I would greatly appreciate it if you would contact me at your earliest convenience. I can be reached Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at [redacted].

I look forward to speaking with you.

Sincerely,

Executive Guest Services

[email protected]

140108-002865

Review: I ordered an Expresso Sorelle Verona Crib & paid in Full on 11/13/13. It is 12/13/13 & I still do not have my crib & no idea what is going on with it or when I will have it. I was told on 11/13/13 my crib would be in for pick up in 7-14 days, this clearly is not the case. I have called every wk sometimes more than once since the 14days (11/27/2013) & I am always told "ITS PENDING" no one is willing to help me. Another aggravating factor is having staff tell me "oh you have plenty of time" which is not the case & a pregnant mother trying to put together a nursery & get everything ready & set up while I can & before baby comes is not something I want to hear! This has delayed EVERYTHING I can not do anything until I get me crib! No one is willing to figure out what is going on with my order, no one takes the initiative to figure things out or provide me the information so I can do it myself. No one is willing to answer any questions & cut me off when I ask questions to try & figure out when to expect my crib & if I need to cancel & take my business elsewhere to get a crib which I dont want to have to do because buy buy baby does not sell this crib . 12/11/2013 I talked to a man& he actually said he would look into it & call me back that night. He called me back & told me he talked to his warehouse who told him My crib should have been in by now (which I already know) & that he was cancelling my order & putting in a new "escalated" order but still could not tell me when this would be in & told me to call back next week... He said I would be compensated for my delay and possibly given money back, which at this point I believe nothing I am told. This is beyond TERRIBLE customer service and I am beyond upset with my entire experience with babies r us from my shopping trips and dealing with the personnel to the registry process and lack of direction and assistance etc... I want to know when to expect my crib & how I will be compensated for this nightmare. I have filed complaints & no responseDesired Settlement: I would like my Crib on the next shipment date with no errors on the crib (chips, dents, dings etc) as now I wont have time to ship it back & get a new one since it takes over a month to get apparently. I want to be compensated for all the stress & time & the delay I have had to spend dealing with this and trying to get my crib for my baby & my crib I already paid cash in full for should be discounted.

Business

Response:

Resolved with guest directly, [redacted] returned to store and picked furniture up on 12/17 and received a 20% off the purchase.

Review: On Oct 8, 2013 I went to Toys R Us on Day Drive in Parma, Ohio (I apologize for this going to HQ but it will not let me select Parma, OH) and put a Nintendo 3DS XL on layaway. Having forgotten a coupon in the car, I came back in to see if it could be applied retroactively. The coupon (available upon request for reference to appearance and confirmation of information) stated "Save $30 when you spend $150 or more -or- save $15 when you spend $100-149 on swings, high chairs, and play yards." The only exclusions that applied were certain baby items. The first part of the coupon didn't state anything about baby items, simply "save $30 when you spend $150 or more." The check out clerk told me that it was only for baby items, but she'd ask the manager. The manager, a male whose name I didn't get, said it only applied to baby items. I said that it didn't say that anywhere on there. I stated that I had received a 15% off coupon that expired the say before (code SAVE15) and I could have made my purchase online and saved a trip and the cost the previous day with the other coupon, had I known this one wasn't going to apply. He said that he could give me the 15% off if I wanted. I said that would be fantastic, and was happy that we could come to a resolution. Then an older, clearly unhappy clerk came over, who informed the manager that coupons didn't apply to software or gaming purchases. He then asked for my coupon, which I could no longer access online because it had expire (which I had already explained.) He essentially told me oh, well, and that was it, no further solutions and that he would honor neither the $30 coupon or the 15% off coupon (after previously stating that he would.)Desired Settlement: This was all ridiculous. I could have used my 15% off coupon and avoided driving out to a store entirely, but I thought with the $30 off I could see what I was purchasing and additionally use the free layaway service. Instead I walked away without either. Had I known this would have been such an issue I would have made a purchase elsewhere. I would like my layaway bill adjusted to reflect the $30 off or 15% off (as promised). The 15% off comes out to approximately the same amount.

Business

Response:

Please be advised, we have resolved this complaint directly with the consumer. We will be sending the consumer a gift card ([redacted]) in the amount of $30.00. This gift card can be used as a method of payment toward any in store layaway order or for any other purchase the consumer would like to make at Toys ‘R’ Us.

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,

[redacted]

Review: Toys R US often offers promotional items that are given when a purchase reaches certain dollar amount or products purchased. These promotions generally come with a disclaimer "while supplies last" which is common practice and fair to customers and the store. Now, when stepping on a store one can decide whether to buy or not based on the stock of the promotional item, however on toysrus.com this is never an option and the reason for this complaint. The promo in question is the Bricktober series of LEGO minifigures. Toys R US advertised 3 different sets of 5 LEGO minifigures each week of October with purchases of LEGO play sets or construction sets adding to $60. The promotion launches each Sunday during the month of October beginning on Sunday October 6th, 2013 when the set 1 of 3 of the series was included with your purchases that met the criteria for the promotion. - On Sun. 10/ 06/2013 I added ~$100 worth of applicable LEGO products to my toysrus.com cart and the system automatically added the promotional item (item [redacted] - Bricktober Minifig One Color - Quantity: 1 @ $0.00). I checked out, paid and waited. Note that the promo launched at midnight and I placed the other at 10:30AM - On Tue. 10/08/2013 I received a shipping confirmation email letting me know that some of the products were being shipped. It also contained a note that read "Please note: If there is an item(s) in your order that was not shipped at this time, we will notify you via email as soon as it is shipped." - On Wed. 10/09/2013 I received another email letting me know that there was an "unexpected delay" on the promotional item. It read "Please note: This is not a cancellation email." - On Fri. 10/11/2013 I received another email apologizing and letting me know that the promo item had been cancelled. I contacted customer service at the 1-800 number where the operator told me that it was "while quantities last" but she could not explain why they lasted only 10 hours and took 5 days to tell me.Desired Settlement: Customer Service proved to be unsuccessful to address the problem despite my 3 attempts (one over the phone and two on-line). Why did the system took 3 days to notice there was a problem and a total of 5 days to inform it was not available? Why wasn't I offered the option to pick one up at a local store since they offer this option for many products and the local stores seemed to have stock of the item. This is the 4th time this happened to me and I am aware of other situations in which this has happened to friends and colleagues who had decided to plainly exclude Toys R Us from their purchasing list. In my opinion this won't solve the matter and I prefer to take the time to make a formal complaint that reaches the appropriate authorities in the company that could address the situation. What I expect from this complaint is that Toys R US makes this common practice stop. Give customer clear and accurate information before processing orders and give us options if something is not right

Business

Response:

Contacted the guest directly and the guest will be receiving his missing item. Headquarters has extra stock of the figures and they will be sent directly to the guest. The guest is satisfied with the resolution.

Review: On December 15, 2012 we placed an order for two power wheel items. Order #[redacted] was placed on 12/15/2013, paid via Bill Me Later, and picked up on 12/15/2013. My husband signed for the store at [redacted] in Humble. At the time we recieved the order via email 2 times (one with the order #[redacted] that we picked up, and #[redacted] which was a dulplicate). The order value is $675.65. We spoke to the store clerk at the time of pickup that we recieved duplicated email orders. They stated they would show the other as not picked up and it would cancel the order. We then recieved an email on 12/24/2013 stating the second order had been picked up. After Christmas we called the store and requested this be corrected, because we had not picked up a duplicate order. The store clerk stated this would be corrected and they would have a manager contact us in regards to the duplicate charge. Approx 45-60 days later we realized we had been billed two times for this order and nothing had been credited (The account was set up on deferred payment so this was not an account we checked regularly). I contacted the store again and requested a credit. I was given to a store manager who then confirmed I would recieve the credit on my bill me later account within 30 days. It was not done so. In the mean time, it was too late to dispute with Bill Me Later as you only have the 90 days (which I was given a run around by Toys R Us during). I have continued to follow up with Toys R Us in this continuous loop. I was told they have no signature that the order was picked up but they can not prove I didnt pick it up.Desired Settlement: We want a refund of the duplicate order to our bill me later account, or we want to be provided the items, since the duplicate order was not ever picked up.

Business

Response:

Please be advised, we have resolved this complaint directly with the consumer. A refund in the amount of $675.65 was credited back to the consumer on 10/17/2013 for duplicate order #[redacted].

Sincerely,

Executive Guest Relations

Ref# [redacted]

Review: I went to the Babies R Us Store #8865 on 2/17/2016. I used 3 gift cards to make my purchase, the cashier did not return one of the gift cards that had a balance of $16.19 on it. I called customer service on 2/20 asking for the refund, I was told to call the sore. I did, was disconnected once and hung up on in error once, finally they had me on hold for an additional 20 minutes, just to advise me to call customer service again. I called again, I was told to email a gif card mailbox at corporate with a copy of my receipt and that an card would be issued within 3-5 business days. On 3/1 I called again about the card and was told that I would be getting it that day, I never received it so I sent a follow up email on 3/2 with no response. As of today 3/4 (10 business days after my original email) I still have not received my ecard.I am beyond frustrated since I have made several attempts to fix this on my own and yet no fair resolution. My customer service reference number is [redacted]Desired Settlement: I want my refund back.

Business

Response:

Please be advised the consumer spoke with one of our customer care specialists and we replaced the gift card with, Order Number: [redacted], to her email address. We will consider this issue resolved. Thanks, Vanesa 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: By far this is the worst experience I've ever had. I started a Baby registry with Babies R Us and from the beginning it's been nothing but headaches. When I started my registry they opened a new Rewards R Us account even though I already had one with them. It wasn't until most of the items on my registry were purchased I realized I didn't earn any rewards for over $1,100 in purchases made. I called on 8/30/14 to see what could be done. After speaking with a Customer Rep she merged both Rewards R Us accounts under one which totaled to over 2000 points. She told me to check back within 24-48 hours and everything should be updated; 2 weeks later and after speaking to 5 different representatives and one supervisor ( who promised to call me on 9/8/14) they've informed me my points have merged and now I have 51 which does not add up. I've requested calls back from management no one has returned my calls.Desired Settlement: I want my the rewards points I earned.

Business

Response:

Please be advised that we have resolved this issue directly with the consumer. We have explained that our rewards system has transitioned and the changes made were explained to the consumer. The consumer has my direct line and will reach out to me should she have any issues. Thanks,[redacted] Coordinator, Executive Guest Services[redacted]

Review: We got a gift of a Motorola 2 Camera Monitor with a 2 year service plan from a relative that was purchased from Babiesrus.com She paid $52.99 for a 2 year warranty of this item. After 18 months, the monitor stopped working. We contacted the warranty company and they said "we dont offer a 2 year warranty" Even after we told them numerous times we have a copy of the recipet they would not help. We took it to Babies R Us on [redacted] the manager could not believe that no one would help and even told the warranty company "I AM LOOKING AT THE RECIEPT YOU DID SELL THEM A 2 year WARRANTY" She promised she would call back, but to date we have received no call. So my cousin got us a gift and paid an extra $52.99 for a warranty that does not exist and no one ever called my wife [redacted] back like promised. We started this complaint back in april when it was still warrantied. We acutally gave up fighting with Babies r us and the warranty.Desired Settlement: I would like a replacement 2 camera monitor system like the warranty says.

Business

Response:

Please be advised that we have reached out to the Buyer Protection Program, on the consumers behalf, and will provide any updates once we receive a response. Thanks, [redacted]Coordinator, Executive Guest Services [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The response is only that you are reaching out to the buyer protection plan. This is the whole run around that Babies R Us and the buyer protection plan have been doing since day 1. They keep passing and repassing and then saying they will get back to you but they never do. Its almost like either they just say they are reaching out and will get back to you, but never do, and just hope you go away. The best was definately when the store manager of our babies r us called the buyer protection plan and they said "We dont offer a 2 year protection plan" in which case the manager responded "yes you do, im holding in my hand" (a copy of which was attached on the initial complaint), and then the buyer protection plan said they would get back to us, and that never happened, and the store manager said they would get back to us, and they never did either.This is just beyond ridiculous. Personally I dont care anymore. Babies R Us and this buyer protection plan are not going to do anything and just going to keep dragging this out. I would love to know what percent of claims do they actually warranty.

Regards,

Business

Response:

Please be advised I have reached out to the Buyer Protection Plan team and have no record that contact was ever made. The item is out of warranty, 90 day return policy, at this time, since the item was purchased back on May 23,2012, we are unable to provide a replacement. Please have the consumer reach out to [redacted] at [redacted] should they have any questions in regards to the Buyer Protection Plan they purchased. We will take no further action. Thanks, [redacted] Coordinator, Executive Guest Services [redacted]