Toys R Us

Review: On june 13, 2014 my daughter [redacted] and I went to the toys rus in the bronx the gateway mall to purchase a bike for my 7 year old grand daughter , they did have the bike in stock so, we asked could we have the one on display since there were two of the samee bike one display the manager at the time so the that the bike on display are just for show and her damaged. we saw the bikes were dirty and scatched up .so the sales asssociated [redacted] order the bike online and we were told that it takes 4 business days that we can pick up in the store on the 4th day. well on 4th day which was yesterday we call and [redacted] answered the phone and said that a manger will call us back.. well we got a call backk that we could come pick up the bike . when my daughter [redacted] and granddaughter got to the store the bike they got the display bike bought out the bike was dirty and scatched up. wthey never ordered the bike and the manager [redacted] was very rude and non aplogoly to my daughter like we did something wrong.Desired Settlement: I want a apologie in written and refund for 104.00 dollars and refund for the helmet I purchased on friday for 27.00. my 7 year ols daughter was very upset . she waited for her bike patiently and got disappointed.. this is support to be a toy store . !!!

Consumer

Response:

This matter has been resolved by Toys r Us. We got a brand new Monster high bike and 30% off

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 went online to order a rise and shine kitchen set in neutral form toysrus and it stated I could pick it up in store the same day. called the store to make sure they had the item and she stated they had it in pink not neutral but online it showed they had it. Contacted corporate and they were very rued. I mean I purchase stuff all the time from toysrus and I spent lots of money there. And they could not in anyway help me or compensate me with a 20% discount off a similar item which was costing even more. The first item I was looking to purchase was over 100.00 with taxes and the second one I asked if the could compensate me with a 20% discount was even more, I needed the item like the same day they all are telling me to order it online and pay an outrageous amount in shipping and I still not get the product I wanted in time when I needed it. Come on this is bad business. I mean why take a chance to order it online and it be the wrong item anyway if they show online already they have it and then go to get it and they dont.Desired Settlement: just a discount or something and to show better customer service

Business

Response:

This complaint has been resolved directly with the consumer. [redacted] will be receiving a $25 Egift card for any inconvenience caused in regards to product information. The guest has already purchased the merchandise elsewhere and is no longer in need of a 20% discount. The gift card is being sent to replace any discount that would have been received for the product. No further action will be taken on this complaint.Thank You [redacted]Executive Customer Service

Review: On 9/11/13 I purchased a gift card at my local grocery store to send to my nephew. I inadvertently mailed to his old address which turned out to be in the midst of a rebuilding project. It never got forwarded or returned and I assume it was lost or discarded. I have my receipt and the card stub with the number, so on 10/7/13 I called ToysRus and reported the card missing. I spoke with [redacted] who determined the card had not been used. She cancelled the card and took all my information and said they would be mailing me a new card within 7 to 10 days. I did not receive the card so I called again on 10/30/13 and spoke with [redacted], who took all of my information again and promised that I would be receiving my replacement card within 7 to 10 business days. I did not receive the card and called back on 11/18/13 and spoke with [redacted], who told me they "had no address on file" for me. She took all of my information once again and then transferred me to [redacted], a customer service specialist. [redacted] explained they had not mailed the card because the person who was supposed to mail it "was unable to reach me." I found that strange since they have all of my contact information and I had not received any calls from ToysRus on my caller ID. I asked why they needed to contact me before mailing the card out and he did not know. He thought perhaps there was a problem because my email address had been missing but did not know why they would need my email to mail me a replacement card. I asked [redacted] if they were really going to mail me a replacement card and he promised that they were, I would receive it in 7-10 business days by USPS. After 11 business days, I received nothing. My husband decided to make one last call 12/4, spoke with [redacted], who said they would be emailing me a printable giftcard within 24 hours. 24 hours later, no email. At this point, the old card has been cancelled, so that even if it miraculously turned up, no one could use it, and I spent $25 for nothing.Desired Settlement: I would like to receive the new gift card I was promised or a refund.

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 wanted to let you know that ToysRus emailed me a gift certificate after you contacted them, along with a letter of apology. Thank you very much for helping me to get this resolved!

I cannot find a way to input a new message on the site, so I hope this gets through.

Regards,

Review: To whom it may concern,

There is false and misleading advertising on the “toys-R-us” website stating that all purchases over $100.00 get free standard shipping. I spent quite a bit of time comparing prices on a south shore full size platform bed before trying to order it from the webpage copied at the bottom of this email, only to find that once the item is put into your shopping cart, an estimated cost is generated for you that includes significant shipping fees. I was confused by this but glad that I had at least caught this discrepancy before actually clicking through with the purchase.

When I clicked on terms amidst the purchasing process, an explanation popped up stating that free standard shipping was included on all orders over $100.00, up to a $20.00 value. That’s not free shipping. That’s a $20.00 discount on shipping, and this applies only after you’ve spent $100.00.

Due to the time constraints of my job right now, I almost had someone else make this purchase for me. I find this kind of misinformation appalling from any vendor on the web. It is truly unacceptable, however, from such an established brand/company that projects an American identity and spends lots of money perpetuating a wholesome image.

I feel like they should have to honor their false statement and give me free shipping on this order, and/or change the misleading nature of this statement on their website:

http://www.toysrus.com/product/index.jsp?productId=2323289

thank you for your time.Desired Settlement: to receive free shipping if I make a purchase over $100.00 from their website as is stated; NOT just $20.00 off!

Business

Response:

Throughout the year we may offer promotional free shipping on qualifying items that meet purchase requirements. As stated in the terms and conditions: http://www.toysrus.com/shop/index.jsp?categoryId=22728526

What items do not qualify?

Only extra large and/or heavy weight items are excluded from the free shipping to your home promotion. These items will not have the red free shipping label on the product page. Check to see if the item is available for FREE in-store-pick-up or FREE ship-to-store.

We are taking no further action on this complaint. We stand by our posted policies.

Executive Guest Services

Ref# [redacted]

Review: I attempted to purchase a video game pre-order titled [redacted] (item #[redacted] I originally went to my nearby Toys R Us store in [redacted], FL to place the pre-order in store, using $30 I was sent in "R" US REWARDS certificates. Instead of sending me just one certificate with the full REWARDS amount, I was sent 5 separate REWARDS cards, ranging in $5 and $10 denominations. When I tried to place the order in store, I was told that they could not locate the pre-order cards for the item mentioned above, and that I should just pre-order the game myself online. My store time was 1 hour. After getting home and trying to order the game online, I am only allowed to apply one certificate to my order. This was not disclosed to me by the employees in store that saw I was trying to use these rewards certificates. Since they expire on 9/30/13, and my local store was unable to help me, I am in effect forfeiting $30 in REWARDS certificates I rightfully earned based on past business I have made with Toys R US. I believe this practice of sending such small denomination REWARDS certificates and only allowing one per item is highly unethical and diminishes customer loyalty...the very thing this REWARDS program is supposed to encourage.Desired Settlement: I would appreciate a gift card in the amount of my REWARDS so that I can successfully place my order. I think it's a reasonable request.

Business

Response:

Please be advised, pursuant to the consumers request we will be sending him a $30.00 gift card ( # [redacted]) as a one-time accommodation.

Sincerely,

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. How will they be sending the gift card?

Regards,

Review: I purchased a Tabeo Tablet (part of the Toys R Us family of brands) for Xmas 2013. The tablet constantly turned off and wouldn't charge. Many of that apps that were pre downloaded couldn't be used even while connected to wifi. I contacted them for help and still didn't work. Than the port where you charge came lose. So I finally had enough and returned it. Got the second one and again we had the same issues. Won't charge, turns off and when you finally got it on it is in a different language. When I went to return the new one I was told I had to contact Tabeo themselves. They were having so many issues they wanted to deal with complaints. Tabeo wanted me to send the item for repairs. I don't want it fixed or replaced. I want my money back. I don't want a product that is un reliable. Both times I had my receipts when I went into Toys R Us to return it. I fell the item was way to expensive to have this many problems.Desired Settlement: I would like my money back.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. The district manager at the guest local store has arranged for the guest to come in and receive a refund.

Business

Response:

Please be advised we have resolved this complaint direct with the consumer. On September 8, 2013 the consumer received a cash refund in the amount of $161.61. The transaction was completed in our [redacted], store # [redacted], at 12:10PM local time.

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 purchased a jogging stroller with the purchase product warranty for an additional

Amount. I immediately realized within the first few uses that the stroller does not work when being used at a speed faster than walking. I tried to file a claim with the replacement coverage purchased but since the product was purchased as a sale item I was unable to find a product similar to the purchase price which is all that they will reimburse me to replace the defective item. I took the item into the store to see if it was eligible for an exchange since it had only been 60 days since the item was purchased but they won't exchange the item because "the store will lose money if thy exchange the item". The problem with the stroller is that if you start to jog with the stroller it shakes so violently that my baby starts to cry and the stroller is unable to continue to move. It locks up. It is completely useless to me in this state and I feel like I have been ripped off.Desired Settlement: I would like to be able to exchange the stroller for a comparable stroller that works.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. We have placed an online order for a replacement stroller, order [redacted] at no additional cost to the consumer. Sincerely, [redacted]Executive Guest Services[redacted]

Review: I pre-ordered the Tabeo Tablet paying more then the $150 it costs because prior to the product hitting the market I was one of the customers that had to have it for my child after hearing how great it was through advertising. After receiving the product I soon noticed that it began to freeze quite often. Not only that it would not hold a charge for more then 45 min. shortly after receiving the tablet the mini USB charger port became dislodged eventually falling out all together. My local store would not help with the issue claiming that my child was too rough on the device. I then took it to a tech repair shop that fixes similar devices such as kindles and I pads. They worked on trying to remedy the problem for almost 6 months until they told me there was nothing they could do because the tablet charger port is incompatible with any other device. After looking online for a way to fix the problem I noticed that this in fact was not my child who broke the table many customers have had the exact same problems with their Tabeo.Desired Settlement: I know pre ordering a product at an additional cost when you have not had any information from consumers only the company was going to cost more then the device alone. I would just like a refund for the cost of the product. I will gladly give the tablet back it is of no use to my child now anyway. Toys R Us has ignored the fact that they mass sold a defective product leaving the blame to parents and their children but this is not an isolated incident and I feel that they need to admit their mistake with this product. As a parent of a young child I have spent a great amount of money with this company but I will cease to do so if this product issue is not remedied. Their are plenty of other business I could spend my money with.

Business

Response:

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 [redacted] or by emailing [redacted]

[redacted]Executive Guest Services[redacted]

Review: I made a purchase online and the items had never been received. The tracking number showed that the items were lost. I called the Toys R Us many times for refund but they said the refund could not be made because the payment was not authorized. Actually my credit card was charged for the purchase. They also let me wait for their investigation. Finally I called my credit card company for a dispute but I was told after 90 days they won't do any refund.

Order# [redacted]

[redacted] tracking# [redacted]

Business

Response:

Please be advised we have processed a refund back to the consumers original form of payment, [redacted] ending in [redacted] We will take no further action. Thanks, Vanesa V[redacted]Coordinator, Executive Guest Services ?

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I have never received the refund. In the beginning of the July, I called the credit card company for a dispute and then the credit card company called the toys r us. I was told after 90 days from purchase, toys r us won't refund me any more.Please ask toys r us provide with the date and reference number for the refund issued if they did.

Regards,

Business

Response:

Please be advised the credit was processed 7/27/2015 and the below email was sent to the consumer. We consider this matter closed. Thanks, Vanesa VargasCoordinator, Executive Guest Services Dear HONGZHE WANG,Thank you for shopping at Toysrus.com and Babiesrus.com.We have successfully processed the following returned item(s) from order # 3650830166, and a credit in the amount of the purchase price has been issued to your original form of payment:Item #: 19357276Description: Disney Big Hero 6 Deluxe Flying Baymax One SizeQuantity/Price: 2 @ $29.99Credit for returned item(s):Subtotal: $59.98Total Credit: $59.98Please note...* The reference number for this credit is 385054207* 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 1-800-TOYSRUS (869-7787). We apologize for any inconvenience and appreciate your understanding. Thank you again for shopping at Toysrus.com and Babiesrus.com.Sincerely,The Guest Service TeamToysrus.com and Babiesrus.com [[KK573F-KQRKW0-3C5B35-H9SO07-MNRIT75-M-M2-20150727-728547df628006]]Tell us why here...

Review: This company advertised that if we registered for our baby at their store we would receive 10% of the money back on a gift card that was purchased off our registry. This money was supposed to be emailed to us in the form of a gift card after 10 weeks of the birth of our child. He is now 7 months old and after several phone calls to the establishment, each time telling us it will be sent out in 7 to 10 business days, we still have never received the promised gift card. The last phone call I made I told them I wanted the gift card mailed to my house in stead of emailed and the someone contacted my wife and told her it will be here in 7 to 10 business days, today will be the 12th business day since that phone call and we still do not have the gift card.Desired Settlement: My wife and I decided to register our items at this location specifically because of this money we would receive back. We planned on using the gift card to purchase the things that were not bought from our registry. Anyone with children knows that money can get tight when you have children. We planned on using this money to purchase items in the 3-6 month range in stead of money out of our own pockets, especially since it was around the holidays. We would really like to receive our gift card and an additional credit for all of my time we have wasted just TRYING to resolve this issue. We've spent over $300 more than we intended to get certain items for our child. This whole situation is ridiculous and it seems that no one is ever able to help us when we call. We will definitely advise all of our friends to register other places because no new parents have time for this nonsense.

Business

Response:

Please be advised we have calculated the consumers registry earnings and have sent an e-gift card to the email on file. The gift card is in the amount of $140. We will take no further action. Thanks, [redacted]Coordinator, Executive Guest Services

Consumer

Response:

Review: [redacted]

I am rejecting this response because: we should have received a lot more on the e gift card. I talked to there customer service about this problem and they have told me there is at least ten large items that were marked as paid but we never received credit for any of them.

Regards,

Business

Response:

Please have the consumer provide proof of purchase for the items marked off manually as purchased. Thanks, [redacted]Coordinator, Executive Guest Services

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Here is some "proof of purchase" these 4 items shown were purchased from your store from friends and family. I also have "proof of purchase" for the remaining items that were "marked as purchased" but this email won't let me send more than 4 pictures. Your endless earnings promotion says that we will receive our gift card 10 weeks after our child's due date. Our son is now 8 months old and I'm still trying to get our deserved money. The baby shower was one year ago in June and you expect me to call my family and friends and ask them for a receipt from something they bought almost a year ago. This whole situation is a horrible experience We have an 8 month old son and we both work full time jobs. I don't have time to call and complain about this anymore. I am rejecting this response because your company owes us ten percent back in the form of a gift card from the items you claim were "marked as purchased".

Regards,

Business

Response:

Please be advised we need the receipt or purchaser information to search online orders in order to locate proof of purchase. We can't accept the consumers pictures of the items, there is no way of validating whether or not the item was purchased at one of our stores. We have sent the consumer a gift card for $140, after calculating the consumers qualifying purchases. We will take no further action and consider this case closed.Thanks, [redacted]Coordinator, Executive Guest Services

Consumer

Response:

Review: [redacted]

I am rejecting this response because:It shows on our baby registry that a friend or someone in our family has purchased these items. They are MARKED AS PURCHASED. I don't know how much more evidence you need. There is no way these people who bought the items for us would have known what we wanted unless they bought them from our registry. Your promotion claims that we would recieve our gift card when the baby turned 10 weeks old. My son was 8 months old when we finally received the gift card after numerous phone calls to your business. So now your asking me for receipts from almost a year ago from stuff that other people bought for us. I probably could have came up with receipts when my son was 10 weeks old but it took you guys way too long to get my gift card and have me figure out that it's not the correct amount. I feel that babies r us is responsible for finding the receipts in their computer system. I don't know if you know how a baby registry works but this is how it happens... The parents go into your establishment they are greeted by an associate. They set up an accounts or us, show us how the scanner works and tell us about the 10% back promotion. After that we pick out thousands of dollars worth of stuff at your store that we plan on needing once the baby arrives. Then the parents send out invitations to every one with a card inside that says shop at babies r us everything we want is there on our registry. So our family and friends go to your store and go to either the front desk or the kiosk and print off our registry. They pick out an item and bring it up front to pay, the cashier asks is this on a registry and they say why yes how else would I have know what to get if it were not on a registry. So then the cashier marks it off our registry so no one can buy two of the same item. So with that being said I don't see how these items that we didn't get credit for is our fault one bit. We have no ability to "mark items as purchased" nor do I know how. This has gone way too far and I can't believe it's still not resolved. We're not even the only people this has happened to. This case is not closed nor will it ever be unless this is resolved.

Regards,

Review: I purchased 4 physical plastic gift cards to Babies R Us (a branch of Toys R Us) on January 6th of 2015 off of the website. I asked for them to be sent to me, at the address I provided to you, so that I could give them out during a baby shower to the families. 3 gift cards were in the amount of $300 ($900 total) and 1 gift card was in the amount of $600. In total, I paid $1500 for gift cards. This is the link to the order: http://www.toysrus.com/checkout/index.jsp?o=3041501447&c=4886634957 This is the order number: [redacted] These are the item numbers for the gift cards: [redacted]. In addition to the 4 cards, I purchased 5 total outfits (5 babies total, 2 are twins so 4 individual families receiving gifts.) Either way, it is none of their business who I bought the gift cards for or why I bought them, even though they asked me several times to explain the amounts. I received an email confirmation that these things were purchased. I later recieved a charge on my expense report for $1611.99, which included the gift cards and the outfits, tax, shipping, etc. When we eventually found out that none of the cards had any money loaded onto them (some found out after they had tried to purchase things at the store, some found out by calling and checking the balance), I called Customer Support. They gave me a reference number of [redacted]. They promised someone would follow up within 5-7 business days. Over a week later, when no one had returned any phone calls, I called again. They opened up the reference number, had all of the gift card numbers, knew the problem, and said someone would call within 48 hours. I gave them a different number to call me on which was [redacted] and explained that I would be out of the office and that was my cell and they could call me at anytime. This person also told me to email [email protected], which I did twice. I've called multiple times, no answer. I just want a refund.Desired Settlement: I want a refund and an apology for how much their customer support does not help whatsoever. I tried calling corporate, I left a message. Ive done everything I could to try to resolve this. It has been about a month. Ive recieved nothing but empty promises, and its exhausting. I want the $1500 they owe me and an apology from someone who controls customer support.

Business

Response:

Please be advised we processed a credit on 2/18/2015 for $1,500 that will be returned to the AMEX ending in [redacted] 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: My original order number, [redacted] placed on 8/6/2014 had 3 items I ordered off gift wish lists, 2 arrived incorrectly. When I opened the package after being on vacation, 2 of the 3 items were incorrect and did not match what I ordered. I called to get a return authorization and have the items reshipped last week, 8/22. I was told it was taken care of and I would receive an email. No email arrived after 3 days so I called again on 8/25. I was told they couldn't process my request b/c I paid with [redacted] but no one bothered to notify me. Then I told them to replace the 2 items and expedite shipping because the gifts are for this Saturday from a wish list. I was given issue # [redacted]. The packages arrived Thursday, 8/27,and one of the items is still the incorrect product. Order [redacted] is supposed to be a Black Dodge Charger & Dodge Ram. I received a Blue Ford Mustang and F-150 again. I was then given a code for a $10 gift card and that they wrong item would be shipped for the 3rd time and I would be sent a return authorization. I still have no return authorization email or shipping confirmation. I have a birthday party to attend on Saturday morning and I'm short 1 of 3 gifts.Desired Settlement: I would like the correct product shipped to me immediately so it arrives before 11am tomorrow, Saturday 8/30.

Business

Response:

Please be advised we have sent out an e-gift card, order number [redacted], in the amount of $20.

Thanks,

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: I purchased a tabeo for Christmas I began having devices issues in April, now the battery is over heating and is very unsafe for my 4yr old to continue to use.Desired Settlement: repair

Business

Response:

Please be advised that we have resolved the matter directly with the customer. We issued an e-gift card, in the amount of $100, since the Tabeo tablet is no longer under warranty and can't be repaired. Order Number: [redacted]Thanks, [redacted]Coordinator, Executive Customer Service

Review: On Dec 3, I pre-ordered the Mary Poppins 50th Anniversary DVD that was to be shipped on Dec 10. Today, Dec 10, I got an email that my order was "unexpectedly delayed" and apologizing for the "inconvenience" and "appreciating my understanding". It is an inconvenience and I DO NOT understand. The whole point of PRE-ORDERING was to ensure that I got a copy of the DVD before it went on sale to the general public. Why wasn't I told there weren't enough copies PRIOR to Dec 10? Why would toys r us take more pre-orders than they could fill? When I called the company, the guy on the phone wanted a million pieces of information just so he could tell me he didn't have any answers to my questions. If I provide my order and name, why isn't that enough information??? The it on the phone also wanted my phone number, email address, home address, etc. I'm surprised he didn't ask for my blood type too. Why is it necessary to put unhappy customers through more unnecessary trouble??? What I still need to know is: WHEN WILL MY ORDER BE SHIPPED? WHEN WILL IT ARRIVE?? WILL I GET MY ORDER BEFORE THIS CHRISTMAS?? The it on the phone couldn't/wouldn't tell me despite the fact that I gave him all my information.Desired Settlement: Answers to my questions. WHEN WILL MY ORDER BE SHIPPED? WHEN WILL IT ARRIVE?? WILL I GET MY ORDER BEFORE THIS CHRISTMAS??

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. The item referenced in this complaint was shipped on 12/12/2013 and delivered on 12/16/2013 (UPS [redacted]).[redacted]Executive Guest ServicesRef[redacted]

Consumer

Response:

My previous complaint against toys r us was innappropriately CLOSED by the new jersey Revdex.com. My credit card has been charged and I still have not received my order, so I'm resubmitting my original complaint with all the questions I asked before that the Revdex.com seemed to think I didn't deserve answers to. I expect my complaint to be sent to the business this time for an actual explanation of their incompetence. On Dec 3, I pre-ordered the Mary Poppins 50th Anniversary DVD that was to be shipped on Dec 10. Today, Dec 10, I got an email that my order was "unexpectedly delayed" and apologizing for the "inconvenience" and "appreciating my understanding". It is an inconvenience and I DO NOT understand. The whole point of PRE-ORDERING was to ensure that I got a copy of the DVD before it went on sale to the general public. Why wasn't I told there weren't enough copies PRIOR to Dec 10? Why would toys r us take more pre-orders than they could fill? When I called the company, the guy on the phone wanted a million pieces of information just so he could tell me he didn't have any answers to my questions. If I provide my order and name, why isn't that enough information??? The it on the phone also wanted my phone number, email address, home address, etc. I'm surprised he didn't ask for my blood type too. Why is it necessary to put unhappy customers through more unnecessary trouble??? What I still need to know is: WHEN WILL MY ORDER BE SHIPPED? WHEN WILL IT ARRIVE?? WILL I GET MY ORDER BEFORE THIS CHRISTMAS?? The it on the phone couldn't/wouldn't tell me despite the fact that I gave him all my information.

Desired Settlement: Refund-Credit Card Credit

Business

Response:

Please be advised, in the interest of the consumer, on December 29, 2013 a full credit was issued to the consumer on the order. We are taking no further action on this complaint.[redacted]Executive Guest ServicesRef [redacted]

Review: Ordered an item in November 2013, guarantee delivery 12/12/13, checked on status 12/11/13, determiner it was delivered to a city not listed on my billing or shipping address, called customer service insured it would be resent and recieved 12/13/13 or at the very latest 12/14/13 as it was for a 12/14 birthday, called back 12/15 when did not recieve it was informed never reshipped or reordered by customer service, was told that it was my fault as I did not get a reorder number the first time I called. No remedy will not recieve the gift that is Late until 12/19/13. Will NEVER SHOP WITH TOYSRUS.COM again, worst customer service ever. I buy 95% of my stuff online and have always got any issue resolved. Was informed had I not called back I probably would never have recieved the item I paid for.Desired Settlement: They should be at a minimum offering to refund something as I have spent about 2.5 hours on hold or on the phone with customer service and still do not have my late product!

Business

Response:

Please be advised we have issued a refund on the missing item in the amount of $14.99 + sales tax.

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 have had multiple problems with 1800toysrus customer service and in-store (W [redacted]). It started 2 weeks ago when I purchased a Groupon. The store clerk apparently failed to enter the code in correctly and my Groupon was never honored for my in-store purchase. So I called the 1-800 and was emailed a $25 coupon code to print and use in-store for my next purchase. I went this past Friday and spend $450+, handed the cashier my email and mistakenly assumed it was entered correctly. When I got home and reviewed my receipt that $25 was never credited to me. I called the 1-800 again and asked to have my Credit Card reimbursed for that $25. The agent on the phone said they would call the store and have it taken care of and call me back within the hour. I never heard back. I called today to tell them that I never received word back. After hours on the phone I was pushed into taking a $25 e-card. I didn't want that. Essentially that is forcing me to get $25 worth of items I had no intention of purchasing, and either drive 30+miles to the store or have to pay shipping if I order online. I asked again to have my credit card refunded since it was their store clerk's mistake in the first place or guarantee me that I would have to pay shipping for using that $25 online. I was told I would get free shipping if I purchased $49+ online...........again forcing me to spend money I don't intend too! I got so frustrated I told them to just email that e-card and they would be done with me forever. Well sure enough I was emailed that receipt, yet the coupon code was BLANK! So again I had to call the 1800 and spend 30 more minutes on various holds to have the code read to me over the phone! They have certainly lost my business forever!!!Desired Settlement: I used that gift card online today............but still had to spend $55 of my own money! I want that back in the form of credit to my charge card or a refund check from toys r us. The way it was setup online that for me to get the free shipping I had to buy $49 worth of merchandise. Did that, then when I entered that code that lowered my total so shipping was again not free. SUCH A SCAM on their part and not at all helpful!!

Business

Response:

Please be advised, we have resolved this complaint directly with the consumer. On 11/20/2013 the consumer was issued a full credit back to the original form of tender used on order [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: I purchased an I-Pod 4th gen. touch in August 2013. I also purchased a buyer protection plan. The item was $179.99 and the plan was $24.99. Th product broke. The plan was a replacement plan. They said they would send me a gift card for the $179.99. The product is no longer being carried by ANY store. The only product carried at Toys R Us that is comparable is the 5th generation I pod that is $299. I spent the last 2 hours on the phone with TRU customer service and the Buyer Protection people. No one can assist me in a satisfactory manner. Even thought I bought a replacement plan, the product cannot be replaced, so my only option is the $179 gift card. I want the product not the money.Desired Settlement: I want an Ipod touch - if the only option is the $299, then TRU should supply that.

Business

Response:

Please be advised, I have been in contact with the BPP provider, New Corp, a prepaid UPS return label (#[redacted]) has been emailed to the consumer, once the unit has been shipped back New Corp will reimburse the consumer for the purchase price + sales tax of the original unit for a total of $190.79. This is the limit of liability under the terms and conditions of the replacement plan. The consumer may review the terms & conditions here: http://www.toysrus.com/helpdesk/index.jsp?display=returns&index=17&subdi...⇄ />
Any and all future communication regarding the claim under the Buyer Protection Plan should be addressed to:

[redacted] ###-###-####

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The booklet for the product REPLACEMENT plan states that the item will be replaced. I cannot replace the item because it is no longer carried by the store. The only product touch IPod TRU carries is the

Apple iPod touch 32GB (5th Generation). This product is $299.99. The one I have to replace, which I purchased in August was $179.00. The product cannot be ordered online. The product cannot be ordered and shipped from another TRU that may have some backstock. I want my product replaced. I want an I Pod Touch. I want a credit for the Ipod that TRU has in stock.

Regards,

Business

Response:

Any and all future communication regarding the claim under the Buyer Protection Plan should be addressed to:

N.E.W.

P[redacted]

We are taking no further action on this complaint.

I placed an online order on Black Friday of 2015. My order was processed and all items were updated to "located, in stock". Four days later, my sale priced items were cancelled due to "not in stock". I wasn't notified of the cancellation. I contacted customer service on the same day because the items still showed in stock online. Customer Service confirmed the in stock status and said they could assist me in placing another order, but only if I purchased at full price as the Black Friday promo was no longer in effect. When I insisted my order had been placed and my credit card had already been charged, they issued me a refund but still would not honor the sale priced items.
I requested to cancel my entire order, but they said that isn't possible because the order is already in process... yet they could cancel on me with the same status. I was then hung up on.
I initiated a chat session with customer service, but to the same result. They refused to sell me the in stock item at the priced I was charged and processed at, but told me I could reorder at full price, and again, couldn't cancel the rest of my order.
So basically, items are in stock, but they won't actually sell them for the price the order processed at. They are only "in stock" at full price. Very poor business tactics and awful customer service. Now I have to wait for my items to ship and then take them back to a store. Sadly, had they pulled this bait and switch a day earlier, I could have ordered my items from another store for the sale price.
Never doing business at Toys R Us again. They only honor their full price transactions.

I placed an order on Black Friday, 11/27/2015. Days later, on 12/01/2015 I went to their website to see the status of my order and found that one of my items had been cancelled. I never received a notification of this. I called them and was hung up on. Because they didn't notify me, I missed my opportunities to get a similar sale price elsewhere.

Review: My husband and I ordered a Nintendo Wii U Splatoon bundle via toysrus.com from Canada. Upon check out our master card kept giving us an address error so we called our master card company and they said everything was filled out fine but we kept obtaining the error thus we switched and winded up paying via visa. I recently looked on our master card account to see that we were billed from Toys R Us on that card and our visa. To top the issue off more my friend who the item was for has not obtained the item even though tracking says "delivered left at door". It is our understanding via ToysRus' must obtain a signature for items over a certain amount which we in fact should have had the recipient sign for. To sum up 1. We were charged twice, once on our master card and once on our visa 2. My friend never obtained item brought 3. I have been trying for days to get in touch with Toys R Us USA with no help on the matter.Desired Settlement: We would like our accounts refunded due to considering christmas is just days away we winded up going through the processes of buying the item again and personally shipping it as a registered item which needs a signature. Please do know we paid in Canada dollars thus the exchange rate changed our total to a higher amount.

Business

Response:

Please be advised the charge the consumer is seeing on their Master Card is an authorization charge and typically falls off within 7-10 business days. We verified and there is no order using Master Card as payment under the consumers name. The FedEx tracking number shows the item was delivered to the recipients home but as a one-time courtesy we will process a credit in full and the consumer should receive an email with credit information. We will consider this matter resolved. Thanks, Vanesa Vargas