Toys R Us

Review: I several issues:

1) a customer service representative made false statements about the status of my order - blamed UPS for not shipping when UPS never had receipt of item

2) refund of purchase amount not completed

3) numerous and various different responses from customer service as to the status of my refund

I ordered 2 items for Christmas for my children on December 13th. Items appeared to have been set to UPS on the 15th for 2nd day air delivery. Items never made it to UPS at which point the customer service person blamed UPS but then recounted her statements after I told her that I had just spoken to UPS and they never received the items. "Oh that's what they told me too" is how she responded. I feel like Toys R US is not accepting responsibility.

All attempts to resolve this were made on my part - otherwise, I feel Toys R Us would have just kept my money. They credited my credit card for a small portion of the purchase price and apparently put the balance on the gift cards that were used to purchase the items. The g/cs that I used were taken from me by the sales associate at the Toys R Us store who disposed of them since they had a zero balance. I would think the Toys R Us customer service representative would have researched that before adding the $ back to the destroyed cards. I understand that they do not know if the cards are destroyed, but just putting the $ back on the cards without contacting me first seems like they are taking the easy way out to be done with me. I have asked in several e-mails to be contacted directly by a live person and have attempted to talk to someone there via 1-800# but no luck. I even posted something on the website and was asked to private message them so they could look into it further -- not a shock, I have heard from no one - worse than them ignoring my post altogether.

Also - I was offered a 15% discount at the on-set of the issue (items not delivered), their most recent offer was for 10% which seems ironic.Desired Settlement: I would like for the full amount to be refunded to my credit card. My children also received gift cards for Christmas that I would like to be cashed out as I can not trust that any item that I order will ship and I am not willing to spend this amount of time on a purchase with them.

I would have liked Toys R Us to give me something as a concession for this highly unacceptable experience - however, their response was to offer a 15% discount in December and now a 10% (not on top of the 15%) discount after I have since spent countless hours trying just to get my money back on Christmas presents never received. I also would have liked to be contacted by phone on the numerous times I requested to speak to someone about this.

I can not believe the lack of competence by the customer service department in their responses and their lack of attention/resolution to this issue.

Business

Response:

Please be advised, the credit refund was returned to the original forms of tender as originally charged. Since the consumer no longer had the gift card that was used on the order our call center agents valued a card (ending in [redacted]) that the consumer did have for the portion of the refund due - $50.00.

We are sorry for the inconvenience and will honor the offer of 15% off & free standard shipping on their next online order. Please reference your case number [redacted] when you call in to use your discount accordingly.

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 made an order of my product nov 22nd and the product still has not yet to arrive. When tracking this order I was told that the SENDER asked for package to go to local post office which I have no clue why. So when I contacted toys r us they kepted telling me it was gonna be delived, why when speaking with them on dec 9th I was told it was being shipped back because my address is not deliverable WHICH is so not true someone just does not want to do there job, however when I asked for a credit I was told I had to wait up ti 2 wks for it whci $170 I need now since it was a holiday gift. when I ask for some kind of discount so I could repurchas the product I was told I could only use a 10 perdcent off on next purchase. NOW why wouod I order again online when they cant even get me my order now that I needed by 12-14-13 and they were gonna make ME pay if I ordered and did 2 day shipping which was ridiculous since I nenver got my order to begine with. I am still not getting my purchase which as of right now I am out 170 plus will have to go to a store and get different gift which will be another 170 out of pocket. so as I see it right now they stole my monies and refuse to give me credit for it backDesired Settlement: I would like my monies back ASAP and some kind of apology for there mistake they were unwilling to resolve in timely fashion and not allowing me to be able to deliver gifts to my neice and newphews for christmas

Business

Response:

Please be advised, as of 12/16/2013 we have issued a full credit back to the consumer in the amount of $164.74 on order # [redacted]

Executive Guest Services

Ref# [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: yes I did get a credit however it was past the date I needed it back by and it still ruined the Christmas I jad planned for my family. And NO ONE gave a crap about it nor helped me in anyway

Regards,

Review: I preordered an Xbox one video game console in September 2013. When the product release my order was back ordered, which is totally okay. However when I went online to check the status of my order on December 5th, Toys R us canceled my order. I did not want my order canceled, and I still want my items. I have spent over 4 hours on the phone with employees from Toys R us, and not one can help me since the item I originally ordered is not in stock. I DID NOT want my ordered canceled, and I should have received them by now. no one can help me and it is unacceptable that an order was canceled that was not supposed to be. My Toys R us order number is 7[redacted], anyone who opens this order will see how many times I have called and how many tickets were opened on this case with no help. One incident number is [redacted], and another [redacted]Desired Settlement: I would like my order processed and delivered by CHRISTMAS 2013 as promised.

Business

Response:

Please be advised, we are attempting to resolve this issue with the consumer.

Executive Guest Relations

Ref# [redacted] & [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: On 08/19/2013 I ordered a [redacted] tablet online to be shipped on 08/23/2013 when it was released. On 08/27/2013 I called because I had not received any email stating that my daughters tablet was shipped. The lady informed me that it was on back order and had no idea when it would be shipped. After discussion we decided to cancel the order and reorder it to be picked up at the store. She put the order through and my account was charged $166.02. I never received a confirmation email so I called back and they could not find my order. They said it was a mistake and the charge would go off in 3 business days. They then placed the order again only charging me two more times once for 133.08 and also for $132.08. I called because I now have charges totaling over $430.00. They stated that again it was an error and would have the additional charges removed. They only removed the charge for $133.08. The charge for $132.08 was correct and stayed as expected. I still have a charge on my account for $166.02 and it has been a week. I contacted Toys R Us again and they only tell me to contact my bank and they have done everything they can to reimburse my account. I have called my bank multiple times ([redacted]) they keep saying that they do not have any record from Toys R Us removing this charge and that the $166.02 was an error, they have had holds on my account for multiple charges now for over a week and want my money back. I am at a loss on what to do, I filed a complaint after multiple calls with Toys R Us only to not have any response on what they are doing to put the funds back in my bank account. The money charged on my account was in error and I would like to be reimbursed for these funds. I don’t believe they ever sent anything over to [redacted] to remove the $166.02. In addition I only have a confirmation number for this $166.02 purchase since the woman gave me a confirmation number rather than the order number, #[redacted]Desired Settlement: I would like the $166.02 charged in error to my [redacted] account returned.

Business

Response:

Please be advised on 08/31/2013 we contacted [redacted] via fax on behalf of the consumer regarding the authorization holds and instructed them to release these holds as we would not be making an attempt to collect these funds related to order #’s [redacted] and [redacted] respectively.

1- 08/31/2013 @ 12:54 PM Central Time $182.35 authorization # [redacted]

2- 08/31/2013 @ 12.58 PM Central Time $19.99 & $132.46 authorization # [redacted]

We have fulfilled the original order with a replacement order that was picked up at a local store with a 30% discount applied. We do apologize for the difficulties encountered with the original order.

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.

Regards,

Review: I was billed twice for one product. I waited on the phone for 2 hours for customer service. I also waited online for 2 days with their customer service. Nobody has responded. I have reached out to 2 CEOs who have yet to respond. If you view their [redacted] there are a LOT of complaints.Desired Settlement: I want my money back that I never should have been charged and an apology.

Business

Response:

Please be advised we see that a refund of $32.31 was already processed back onto the consumers original form of payment. We spoke directly with the consumer. We will consider this matter closed. Thanks, Vanesa V[redacted]

Review: Put an item on Lay a way on Sept. 13th 2014. Made payments every two weeks. Made last payment on Lay a way on Nov. 17th of $17. On Nov. 18th Lay A Way was canceled by Toys R Us. I never authorized the cancel nor was I notified of the cancelation. Called Customer service and spoke to a representative wondering why my product was canceled and where my money was that I had paid. Again, received no emails stating the item was canceled. I was suppose to received an email within 48 hours of the cancelation as well as a refund of $65.95. On Dec. 2nd I have yet to receive the refund nor an email. Called customer service yet again and was told I would receive the refund immediately and to no dismay there has been no refund issued.Desired Settlement: I want/deserve an immediate refund of the entire amount. I want the refund back on my debit card and NOT in a credit to Toys R Us. I will not be doing business with them ever again.

Business

Response:

Please be advised we sent the consumer an e-gift card for $55.96 on 11/20/2014 as a refund for the cancelled layaway. The consumer can visit their local store and have the funds moved to their original form of payment. We will take no further action. Thanks, [redacted]Coordinator, Executive Guest Services[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the total should be $65.95 and I have never received any payment from toys r us.

Regards,

Business

Response:

Please be advised when a layaway is cancelled a $10 charge is deducted from the total amount paid. We have sent, to the email on file, a $66 e-gift card, Order Number: [redacted], that can be taken to the consumers local store for a refund onto her original form of payment. We will take no further action. Thanks, [redacted]Coordiantor, Executive Guest Services [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Toys R Us has NEVER submitted me my refund. I do not want to take legal action but if it is necessary than so be it. I started paying on our lay a way back in September of 2014. Toys R Us chose to cancel the lay a way in November of 2014. I have spoke to three representatives and have filed a complaint and have yet to receive our money. This needs to be taken care of now.

Regards,

Review: I just purchased the Evenflo Maestro carseat for my child last night. Upon completing the registration for my brand new car seat, I was alerted that the seat belt buckle was actually recalled over 7 weeks ago. I am shocked that a company such as BabiesRUs would be so careless to have recalled items on their shelves. So, now I must either return the item to the store (which is not close by to me) or I cannot use this item until I contact the manufacturer and obtain the replacement parts for the recall. I am appalled at the lack of consideration for parents and their carelessness for my child's safety.Desired Settlement: BabiesRUs should either not be allowed to continue to carry recalled items on their shelves or be responsible for alerting parents to recalls. If you want to still carry recalled items, maybe they should consider placing them on sale (yes, I paid full price for a recalled item that I cannot use for weeks) AND alerting parents to the need to obtain replacement parts. Especially on a safety item, such as a carseat, BabiesRus Corporate should be ashamed of themselves.

Business

Response:

Hello [redacted]

I will like to thank you for your feedback in regards to your purchase of the Evenflo Maestro Booster Car Seat – devon. Your concern is understood and prompted some research to be done in regards to this complaint. It is correct that Select Evenflo® Convertible Car Seats and Harnessed Boosters have been recalled due to complications with the harness crotch buckle. The specific car seat you purchased manufacturer # [redacted] was not recalled with the affected car seats.

There may have possibly been a mix up with the recalled car seat manufacturer # [redacted], which is also a DNS MAESTRO DEVON BOOSTER CAR SEAT. Toys “R” Us takes the safety of our guest seriously and once an item is recalled Toys “R” Us no longer sales the items in stores or on our website. The link provided below goes into specific detail the booster seats affected by the recall. http://www.toysrusinc.com/safety/recalls/select-evenflo-convertible-car-seats-an...⇄ />
Thank you once again for your feedback. It is because you have taken the time out of your day that we are able to improve our performance not only as a single store but also as an entire organization.

Thank You

Executive Customer Service

Review: On 12/12/2013 I was Shopping on The Babies r Us website searching for a crib. When I came across a crib Called the Babi Italia Mayfair Flat Convertible Crib in Blackberry color. The advertised price was on sale at $75.98 down from the price of $449.99. The website said it was IN STOCK with no type of WHILE SUPPLIES LAST underlining. It allowed me to Add to Cart and complete my Purchase. I received a confirmation email of my purchase notifying me that it was processing my order and where my order would be shipped in the 7-14 business days. Very normal process to me as for I am a frequent online shopper. An hour later I received an email stating That there was a delay in the shipping process and was assured that my order wasn't being cancelled. And to Expect my Item to be shipped out to me once it becomes available. Then on 12/13/2013 at 4pm I received the last email telling me they were unable to fulfill my order and as a result my order was being cancelled. When I received that email I went to the website to review the item and could not find any trace of the Crib on their website. I tried using the description of the item, The Item number which is #[redacted]. Why would I have an invoice of an item that the company is no longer selling. I called the Customer Service Line at midnight & Was talking to an Agent who her herself or her supervisor could not find the item and that she just didn't know what to tell me other than it was out of stock. And to wait until they receive another shipment of these cribs. I asked why isn't the item listed on their website. Or why would they send me an email saying they would ship it out once it becomes in stock if it is not even for sale anymore. She said a local store might give me a raincheck but she would not honor it online at the advertised price of $75.98 once it becomes available again for purchase. I told her that was False Advertisement and Unacceptable. After sighing at me in frustration the Representative hung up on me.Desired Settlement: I would like Toys r us to accept responsibility for their mistake and Flawed Website for promising to ship out once it becomes in stock again. I would like a raincheck for the item at the Advertised sale price. Or offer a replacement Babi Italia crib of equal Value.

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]

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: one of my gift card was frozen by toysrus.

This gift card was purchased around 2 year ago. The gift card has no expiration day. This gift card was combined from my purchased smaller value gift cards in local store. Recently, I found there is no balance in this card, and called Toysrus gift card department. They promised to call me back and figure out the reason. They called me once and told me they will investigate this issue and call me back within 5 business day. However, I have not got any contacts for more than 20 days. The reference number for this case is: [redacted]Desired Settlement: unfrozen my gift card, let me know the reason for this frozen. and refund my balance in my gift card.

Business

Response:

Please be advised, we have resolved this case directly with the consumer. Gift card numbe[redacted] was unfrozen on [redacted]/2013 with a current balance of $[redacted].

Executive Guest Relations

Consumer

Response:

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

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

Regards,

I made a purchase on cyber Monday nov 30 2015, and I received 6 days later a confirmation email that said that the product was not available for me in the price they already charged to my credit card, the same day I went into the website and just imagine the same product is available at a higher price, I try to can't baby r us for 2 days but the line is so busy, after 2 days they finally answer the phone and the only solution that they gave me is to pay full price for the product AGAIN an also offer me a 15 dollar discount that I don't find attractive , I rejected the offer because I already pay a price for the item that was supposedly out of stock, I ask for a manager and the manager just said that the reason of the cancelation is that the website updates every 48 hours, why the cancel my order after 6 days and after that they want me to pay full price... Really disappointed with the company I take it as fake publicity because same day I received the cancellation of the item is available again with a higher price.

Review: My husband bought two cans of Enfagrow formula from Toys R Us in the [redacted] location on two different occasions within the past three weeks. Today when I opened one, I noticed that the milk had curdled. I then saw that this particular can had expired in July (last month). I checked the other can, it had also expired last month. Fortunately, I realized this before I fed the milk to my son; however it is completely unacceptable that expired formula is sold on display in Toys R Us. I accept the fact that I should have checked the expiration date before buying it; however I made the mistake of trusting that a successful franchise such as Toys R Us would have been more professional and never sold such a thing. I will never be buying formula from this location again, and I will be making sure that everyone I know stops buying formula from there as well. Shame on you Toys R Us!!Desired Settlement: I would like a full refund of both bottles purchased.

Business

Response:

Dear [redacted],

Thank you for contacting us and letting us know of your situation. Children are the heart and soul of our business. The Toys “R” Us family has a strong sense of responsibility to do whatever we can to make the lives of children happier, healthier and safer.

It was a pleasure speaking with you and I am glad I was able to assist you. Should you require assistance in the future please do not hesitate to contact me directly. I can be reached Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at [redacted]

Sincerely,

Executive Guest Services

[redacted] 130815-002045

broken promises, and getting the run around here I am making a formal complaint. I must say, I am extremely disappointed in the way toys r us has handled my situation. The ball has been dropped. On Tuesday July 28th at 3am pst, I ordered a $100 e-gift card for my best friend [redacted]. At 518 am I received an order acknowledgment and after that, all correspondence seemed to be nonexistent. I called [redacted] on Wed to make sure she had received her e card via email only to find out she had not. Once she informed me that she hadn’t received anything I called Toys R Us guest relations and was told to wait a few hours and it would be sent. This was at lunch time when I was on my lunch break. Around 8pm I called [redacted] again and she informed me that she still hadn’t received it. I then called toys r s again to find out what was going on. I was told to wait 48 hrs which was in about 7hrs pacific time and she would have it. 48hrs came and went and still no e-card, I called back at 8am the next morning and requested a refund since no one seemed to know what was going on or when the card would be sent. My request was denied since “e-cards are non-refundable.” I can understand this policy, however, when the error is on the companies part, the company should take heed to the customers request when they are dissatisfied. I wanted a refund because I paid for a service that was never provided. Again, I was told to wait 24-48 hrs and it would be sent. I literally called everyday for one week only to be lied to over and over by people who could not give me any answers. I was even told that the manager of the gift card dept was going to give me a call and like all theaters calls that I was “supposed” to receive, that call never came. It is very disappointing to have to deal with a company that lacks knowledge when things go haywire. a whole week goes by and still no resolution but yet I’m told now my refund will be processed but it takes up to 7 business days. Why couldst this have been done when I first requested it? I would’ve at least had my refund today being that it takes a week, but now I have to wait yet another week to get [redacted]’s Baby shower gift to her, and now the baby is born. I understand that things happen and are out of ones control at times but the way this situation was handled in my opinion is unacceptable. Toys r us is too big of a company to have errors such as these that go uncorrected for so long and have no resolution for customers. Once I receive my refund I will not be shopping at bays r us anymore, and I will inform [redacted] of this entire ordeal.

Review: I paid of a layaway for Christmas on Dec. 11,2014. On December 13,2014, I recieved an email from the company telling me that could not fulfill my order and that it was cancelled. Christmas is 6 days away and they wont or havent issued a refund to me yet. Ive called the customer service lines numerous times to get a resolution on this and I keep getting the run around from them . 3 seperate managers have promised that they will call me back, and numerous customer service reps have told that this would be completed by Wednesday December 16,2014. They have taken the money out of my checking account and havent issued a credit back to me. I've been waiting for a response from the company and how long because I need to go out and attempt to find the toys that I have paid for already for Christmas, and so far I havent had any luck in finding them. All I want is a credit issued or for them to send me the toys that I have already paid for,Desired Settlement: Give me the toys or creidt before 12/18/2014 that I have paid for.

Business

Response:

Please be advised we have sent the consumer 2 gift cards, one for $431.66 and one for $68. The consumer can visit their local store and have the funds swapped from their gift cards to their original form of payment. We will take no further action. Thanks, [redacted]Coordinator, Executive Guest Services[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I went to two different stores and was given the same response at both stores. The gift card is invalid. I went to the Robinson store and the store on McKnight Road. The one person at the McKnight Road Store was very rude and unprofessional. Even made a comment I love how we have to fix every divisions mistakes and accidents. She also told me that it's best that your office mail me a check for the amount because they never this much cash. I've wasted gas, time and energy on this situation. It's now almost a month and a half past christmas and I am still fighting with your company over something this. It's bad enough that you ruined my kids christmas and now it's just a run around. Very poor and unprofessional.

Regards,

Business

Response:

Please be advised the District Manager for the appropriate store informed us the consumer was credited to their original form of payment. We will take no further action. 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,

Review: On December 11, 2013 I placed an order with Toys-R-Us online that was support to be picked up in their Buford Georgia store. I paid in full, received confirmation, and the next day received an email stating my item was ready for pick up. On December 13 I went in to pick up my order, after waiting 45 minutes I was asked if I could come back. I live 36 miles from the store. I asked for someone to call me when they found the order, no one ever called. I tried all afternoon to call the store but the phone line rang and rang, but was never answered. After five hours of waiting I drove back to the store. After another 45 minute wait I was informed my item was not available. I asked for a manager. The manager said she would refund the item and still have one shipped to my house. Later that night I checked my card and found no refund had been processed so I called their customer service line. After about two hours on hold and being transferred more times than I could count I finally spoke to a supervisor. By the end of the call she promised that I would receive a call from the area manager over the store, and then transferred me again to an ordering supervisor to place my order. I was disconnected. I called back endured many more transfers and finally spoke with a woman named [redacted] She said she found the item and offered to wave shipping, processed the order and then told me it would be $31.79 (this was for the item that the store manager promised at no charge for my mileage, frustration, and miss-treatment) Ok fine I said would pay. Then she had problems with my card because of my online security, [redacted] I will send the item at no charge.Today I check my email and I have an email stating that there is a problem processing my order and it will be delayed. I check my bank account, no refund posted for the original purchase, and two charges from last night for the same item. I still have not received a call from the area manager, and I am still not going to get the item I purchased.

Product_Or_Service: Orbzees luxery spa

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

To be honest I feel they should also pay my mileage for my two trips to the store, and for the over 6 hours of hold time, transferes, and wasted time and breath

Business

Response:

Please be advised, we have resolved this complaint directly with the consumer. On 12/16/13 the consumer was given a refund at store # [redacted] & received the item free of charge. The item was delivered to his home via [redacted]

Executive Guest Services

REF# [redacted]

Yesterday my husband bought formula from a babies r us in the Bronx an employee advised him into buying the wrong kind. Today when I called about the return policy I was told I could no problem, I than explained I don't have the receipt and was told I could do so, I called once more to heard it again and ask for the name of that person on the phone. I get there I'm than told I need my id,,, okay out of all days today I forget my id. It was the same woman I spoke to on the phone so than I asked why didn't she tell me what I would need over the phone she said well I can't do anything and you won't get the whole cost of the this product back !!!! Once again why didn't you tell me over the phone. I asked if she could tell me how much I would get if I were to exchange it but she couldn't even do that without Id.... I called her manager who was no help either.... Stores in urban locations are much more concerned in friendships than they are with customer service. We spend our money there and they have the nervous to be rude. If we don't spend our money there they wouldn't have a pay check but they tend to forget that... For future transactions with babies r us I will either purchase online or drive upstate

As frequent shoppers of Toys R Us this Christmas we decided to do our shopping there again even though target was expensive because we knew they would price match. However, we did not know that by doing so they were not going to allow us to take advantage of using them and they're buy one get one half off Barbie sale. We were told that price match is a promotion so when are total showed up over $100 over what it should have been with the sale and our dollhouse that was the explanation we got. The cashier grabbed her manager and she came over and talk to us disgusted and walked away from a rolling her eyes when we were friendly and just very confused as to how is using their business and just wanting the price match guarantee cost us more money. My husband is non confrontational and just wanted to continue to pay them and just leave since we did our shopping already I would have just left after being treated that way. I am now opening a case with the attorney general's office because I believe this is unfair they advertise price match and it does not say anything about not being able to take advantage of the current promotion and we were completely treated like we were begging for money. We do well for ourselves butter just smart shoppers so next time we will just go to Target rather then inconvenience the Toys R Us employees because it cost us over $100 more. I would not recommend giving this company any business the first time you have to interact with them their customer service will completely degrade you and still not help you rather just walk away after saying whatever she said.

Review: I ordered the Barbie Pop Up Camper for my Granddaughter on December 8th. The product was in stock and was promised to arrive before Christmas. My credit card was charged, I received notification that it would be delivered on Dec 24. I then got a notification 3 days before Christmas that the only thing that had been done to my order was to generate a label. [redacted] states that they did not receive the package for delivery.

Never received the package. I did finally reach someone in customer service on Christmas Eve. It took 3 days..

They didn't know where the package was and they said the item was out of stock! They said they would take the charge off my credit card and send me a $10.00 gift card.

They did not take it off my accountDesired Settlement: I would like my credit card credited in full $84.79, the toys r us order # is[redacted]

I would like a gift card of $25.00. It is the least they could do. My granddaughter got no gift

at my family party. I just gave her a picture of the toy and promised I would get it to her as soon as possible!

Business

Response:

Please be advised we processed a refund in full back to the consumers original form of payment as of 12/26/15. Please see the email sent to the consumer below. We will consider this matter resolved. Thanks, Vanesa Executive Customer Service Dear Sandra J Bernard,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: Barbie Pop-Up Camper One SizeQuantity/Price: 1 @ $79.99Status: Price Adjusted/Credit ReturnedCredit for returned item(s):Subtotal: $79.99Sales Tax: $4.80Total Credit: $84.79Please note...* The reference number for this credit is [redacted] Your credit should appear on the original method of payment used to make the purchase within 5-7 business daysIf you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at [redacted] Thank you again and hurry back soon to see what's new at Toysrus.com and Babiesrus.com!Sincerely,The Guest Service TeamToysrus.com and Babiesrus.com PS: This is a notification-only email, please don't respond to it. For answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at http://link.toysrus.com/r/XPRSCO/52I11T/TPEF7ED/DYGYQQM/HYRSOO/NR/t?a=835219351&...⇄

Review: I am writing in reference to the awful service that I received via an on line purchase through TOYSRUS.com. On 5/4/13, I purchased a 44” portable basketball system for a total amount of $103.49. On 5/9/13, I received the item damaged, used, abused and neglected. I immediately called customer service at [redacted] and complained about the condition of the item. The TOYSRUS representative offered to send a UPS return label, which I did receive via email, and requested to have another system delivered to my house. In the meantime, I went to a local TOYSRUS store and attempted to return the 1st unit in the store, however, I was not able to return it. I again called the customer service number and I was informed that I could not return the item because the return shipping label had already been distributed. I printed the UPS return label and returned the 1st portable system and confirmed that it was received by TOYSRUS. While visiting the store, I found a portable basketball system that I wanted to purchase, but I did not at the time because I wanted to receive my full credit from the original system before purchasing the system in the store. So, the store manager offered to hold the system that I selected and advised me to bring the 2nd basketball system to the store and return at that time. We were informed that I should receive the 2nd system within a few days. In the interim, I received the 2nd portable basketball system in worse condition than the 1st system. I went back to the local store to return the 2nd unit and was advised that I could not return the system because it had absolutely no value. Now, at this point I am totally disappointed, because I had spoken to a representative who said the system could be returned to the store without any problems. In addition, the label states returns are HASSLE FREE. Well that statement is very misleading and was not anywhere near the truth! Both systems have been returned, however I still dont have a refund.Desired Settlement: I have been told that a credit was issued to the gift card that I no longer have. Furthermore, how do you determine the way a customer will get a refund if two forms of payment were used? I absolutely positively do not want a gift cared with the refunded amount applied to it. For I have no intention on EVER shopping at TOYSRUS again. This experience was a very horrible experience and on top of that the customer service was even worse. I wasted more time, gas and money dealing with this matter. I feel that your organization was very inconsiderate pertaining to this issue. As of this date, May 31, 2013, I have not received my credit for the original purchase of 103.49. I called customer service and was informed that a gift card was issued in the about of about $77.00. I would greatly appreciate if someone would take the time to rectify this problem. I have waited far far too long to receive my credit for an item that was returned.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. The consumer has received a replacement gift card GC# [redacted]Sincerely,[redacted]Executive Guest Services[redacted]

Review: On Cyber Monday my wife purchased an item from the Toys R Us website.

Although other websites were running other deals, we purchased through Toys R Us due to the reputable name of the corporation. However, a week and a day after the order, the order was canceled. As a result, the price of the item is now $20 more on the Toys R Us website and in other stores.

According to the Toys R Us website, the item is still available.Desired Settlement: I would like the sale price honored and delivery of the order.

Business

Response:

Please be advised we have created a $25 discount code that can be used to price match the item cancelled off the consumers order. We will consider this matter closed.[redacted]Thanks, Vanesa V[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 3 items online for store pickup. I fully paid for my items. I was unable to pick up the items in 5 days so the company cancelled my order. I did not receive my items.

However, the company still has not refunded the money I paid for the items.

I have called the company and they claimed that they did not charge me, which is untrue. They are unwilling to help further to refund my money.Desired Settlement: I want the company to refund the money paid, plus any interest accured on my credit card ASAP.

Business

Response:

Please be advised the consumer was credited back on 9/30/2014. We have sent the email below notifying the consumer her order was canceled. We have credited the [redacted] ending in [redacted] for $32.91. We advise the consumer to please reach out to their financial institution. We will take no further action. Thanks, [redacted]sCoordinator, Executive Guest Services[redacted]