Toys R Us

Review: On November tenth my aunt purchased a $50 gift card from Toys r us in [redacted]. I went to use my gift card and was told somebody already used it online on November 20th. I was told to call the 1-800 number on the back of the card to figure it out. Over the course a month I have called the number about three times a week and have received a different story every time. They told me that they were investigating the employee that stole the card yet when I call back , they explained there was no such investigation. So after being on hold for hours on end then being hung up on , I am not happy with their so called help line . I have never had a problem like this before and been treated so poorly in my life. The last time I called on December 30th, I was told they cant do a thing for me. My aunt and I have both complained to the Toys r us where she purchased the card. They didnt seem too concerned about having a thief working for them or solving the problem. I am not happy that my aunt's fifty dollars was stollen and we have been treated so poorly. I hope that this problem will acually be looked into so that this doesnt happen to another mother again. I will never shop or recommend their business again.Desired Settlement: I believe they should have given me a new gift card since it was their employee that stole it >

Business

Response:

Complaint has been resolved directly with consumer. Guest has been sent a replacement electronic gift card on 1/8/2014 in the amount of $50.

Review: I was in the store of Friday, Novemeber 29th, trying to take advantage of any great deals. I was able to find the "Jake and the Neverland Pirates Lil' Quad Ride on" on an end cap with a sign that showed all the quads at 50% off. This end cap consisted of 3 of those same quads, along with a few Barbie Quads and Batman Quads. I thought, why not take advantage of this great deal. I took one of the Jake and the Neverland Quads and when took it to the front. First off, I asked the man at the register to look up my R US card which he proceeded to tell me was impossible and refused to do (and I know this is a lie because both Toys R Us and Babies R Us have done it for me NUMEROUS times) when I finally gave up, he rang up the item that came up at the normal $99.99. I told him the item was on an end cap with multiple 50% signs, and he said, "well if it was, it would ring up like that" when I told him that he can go look, he asked if I was OK paying $60.00 and he would just ring it in as a "price match" and I told him no I want the correct price listed. He then called a manager and we went to the back, and sure enough, there were the 3 different signs, but guess what, they were all WRONG. Apparently those quads were for the Kawaski Quads (not even on the end cap) She then proceeded to tell another employee to clear those shelves and would NOT honor the signs. She said that she could not control what customers place on shelves. So I asked her that 9 items were placed incorrectly by 9 customers? She told me that she would not honor THEIR mistake and I would owe the full amount.I have NEVER been treated like that in any other store. To top it off, when I called customer service, they said they should have honored it and now they cannot do anything about it. I will be cancelling my R US card and making sure I never by anything from these stores again.Desired Settlement: I want R Us to know what kind of employees and "managers" they have working at this store. I think it is completely unfair that they did not honor that price, any other store would have done it since it was their mistake. I have since then purchased a similar item for Target and have started my nursery shopping elsewhere. Unless they can figure out how to make it right, I will take my business, and business of all my mommy group friends, elsewhere.

Business

Response:

I’m sorry we could not speak directly this afternoon when I called you at the telephone number listed above, ###-###-####. I would greatly appreciate it if you would contact me at your earliest convenience, as you have more than one store in your area I would like to know which store this incident took place in. I can be reached Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at ###-###-#### or by emailing [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 Halloween costume for my child with a gift card that I have been saving specifically for Halloween. The website had technical issues my giftcard was charged and is at a zero balance now and my order never went through. The customer service on the phone said I will not be receiving my costume. I need it for Halloween ASAP!!Desired Settlement: Want my child's costume

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. The consumer was able to purchase a costume through another merchant. We were able to reach the consumer and assist her in placing an order for a different item and extended a 30% discount as compensation.

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.

Regards,

Review: REFERENCE # [redacted] 4/27/2014 -Purchase $50 gift card (online) to me emailed to recipient. The gift card was wasn't delivered although the emailed address was verified. Contacted Toys R Us Customer service on 11/19/2014 to request that the gift card be re-issued or purchase refunded. Customer Service agents promised to re-issue the gift card but wasn't successful. Called back on 2/3/2015 and was told the same thing.

Called 6/4/2015 and Customer Service agent promised to "escalate" this request.

Called back on 9/16/2015 and was told by agent Luis that he would "mark my case as urgent and have supervisor send direct email to the proper department".

I still do not have a gift card or a refund.Desired Settlement: REFUND OR GIFT CARD AS PROMISED.

Business

Response:

Please be advised the consumer was issued a $50 appeasement code to use on 12/16/15. We will consider this matter closed. Thanks, Vanesa Executive Customer Service

Review: I went into Babies R Us to trade in my old Sit n Stand Stroller for a new one, which I saw the online price at 139.99, marked down from 179.99. It did not indicate the this was JUST the online price anywhere on the site. (See link:http://www.toysrus.com/product/index.jsp?productId=21145216&cp=&par...⇄ Furthermore, I received a coupon for 25% off, which I was going to use in addition to the price match. Most stores nowadays offer this, and I believe since this was a price ONLINE for the SAME company, it is completely justifiable to combine that with the coupon, because that alone had brought me into the store in the first place. However, when it was time to ring up the purchases, The Associate (who was new) asked her manager about how to do the price match, and she was told they "couldn't" do price match if I was using a coupon. I told the manager that the coupon did not make mention of price match, and I don't see any other terms and conditiions regarding price match anywhere for me to clearly see. She told me the coupon said "cannot be combined with any other offer", and I explained to her Price Match is not an offer, it's a courtesy, and every store does price match, especially when their OWN COMPANY WEBSITE says a certain price that isn't reflected in the store! I ended up paying more than what I thought I was going to pay, and I also kept my receipt. I left the store very unhappy, and was very upset at Babies R Us false advertising, or lack of advertising, for that matter.Desired Settlement: I would like a refund for the difference. The full price of the stroller was 179.99Price Match: 139.99Minus 25% coupon My total would have been: 105+tax, approximately 111.56. and I would like to be refunded the difference after tax, which is approximately 34.00. Thank you for assisting me towards the speedy resolution of this issue.

Business

Response:

[redacted]The consumer participated in our In Store only Great Trade In event. The guest is to trade in an old item and will receive a 25% off coupon towards a new and improved baby item of choice that is available in stores. With the Great Trade In event an item cannot be priced matched, as our guest have already received a 25% off coupon towards their new purchase. The new item cannot be matched with online pricing, with this being an in store only event, the guest has to be charged the stores pricing. The guest was charged correctly for this transaction and the guest cannot be refunded the difference. Please be advised, we are taking no further action on this complaint.

Thank You

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

There was no literature supporting this anywhere on the coupon, nor in the store. Most companies are able to match a price with their online prices, seeing as it is the same company. So either you need to fix the website, or get in touch with your marketing department and make sure you are clear in communicating with the consumer. I don't think it's fair to your loyal customers that you put out a coupon like that, when everyone is aware of the price match option, yet you do not specify anywhere on your website, on the coupon, or in the store, that price match could not be combined with this offer.

I'll be sure never to step foot in a Babies R Us again.

Regards,

Review: I recently created a baby registry at BabiesRus in [redacted],Ny in November 2013.I had a babyshower in December 2013 which I received multiple of gifts that were purchased at BabiesRus.On January 2,2014 I went into the [redacted] store to exchange those excess gifts for giftcards,credit or to exchange for items that I did need.I was appalled to find out that because I didnt have receipts and some of the items were not on the registry that I would not be able to do any type of exchange.The manager who was extremely blunt and slightly rude advised me that when an item is purchased from BabiesRus that they do not exchange or credit anything.She said as a courtesy the store will only allow 3 items from off the baby registry to be returned with a gift receipt as long as they were scanned on the registry as being purchased.So basically I have gifts that were purchased at BabiesRus, may have or may not have been listed on my registry that cannot be returned.As a consumer,it is not my fault that the person who gave me the gift did not give me a gift receipt.Also as a consumer they are basically saying that the policy states that if u buy something from the store and wish to return it,you cannot.Not even for a credit or exchange.Desired Settlement: Im not asking for any monetary settlement.All I want is to be able to exchange gifts that were purchsed at BabiesRus for either a credit,giftcard,or to exchange for items that I will need for my baby.

Business

Response:

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

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 series of items for my son's birthday which were ordered through the toysrus.com website. Order [redacted]. When one of the items was received (they came separately in the mail), the item was damaged/defective. On/around october 12th I contacted Toysrus and spoke with a customer service representative and I explained the situation to him. When he was unable to help me he set up a case and had me speak with a supervisor. I spoke with [redacted]) who offered me a fair solution, where I would receive the shipping, as well as, 25% of the item back to my credit card for all of the inconvenience that this purchased caused(putting item together to find that it was damaged/defective). He explained that I would need to return the item back to the store and I would receive the entire amount I paid ($258.52) once it was either shipped back or returned to the store. I waited for the refund to post to my account, as well as, someone to help me load the item into my car, and attempted to return the item on october 27th. I spent over 2 hours in the store and was unable to return the item as there was a problem with the return number. I was promised a $50 credit from [redacted] #[redacted] for wasting my time in the store and was asked to have the item ready for CEVA to pick the item up from my home. Again I was promised that once the item was received I would be receiving a full credit of $258.52 for the item and that the credits I receive were for "inconvenience" and not for the items that were purchased. I had to call back a few times as he did not put the credits through that he had promised me and I spoke with a [redacted] on 10/30. She told me that she would credit me for the amount stated, as well as, a refund/rebuy for another item that came damaged. The item was returned and I waited for the credit to arrive. Unfortunately that never happened. I received a credit of $139.03 and never received the difference I was promised of $121.Desired Settlement: I would like the company after dealing with all of the broken promises I have received to give me the remaining amount that I was promised. I was told that they were "rounding it up" to $260 and the difference would be $121 by [redacted] on 11/7 and Sheri #[redacted] on 11/11. I called and spoke to [redacted] who told me I do not, according to her and her supervisor, deserve anymore credit. I would like the rest of my money back. Toysrus had offered me 20% off my future purchase for all of the problems by [redacted] which is notated on my account, however, the credit is no where to be found. I want the rest of my money back. I have wasted hours on the phone and in the store for nothing.

Business

Response:

Please be advised, we have resolved this complaint directly with the consumer. The consumer has received a total credit of $441.85 on order number [redacted] as follows:

10/26/2013 $158.15

10/31/2013 $ 83.86

11/07/2013 $139.03

11/15/2013 $ 60.78

The consumer has also been extended a 20% discount off of a future order. We are taking no further action on this complaint.

Consumer

Response:

On 11/27 I received a message from the Revdex.com regarding my complaint from toysrus stating that the issue had been resolved regarding merchandise refunds. I was away and just arrived home so I was unable to reply and state that there is still missing credit. I was supposed to receive a total of $502.03 for the purchase that were made and as toysrus called them "inconvenience credits" I spoke to a total of 15 different representatives all stating that my problem would be taken care of but never was. On November 7 I spoke with [redacted], badge # [redacted] and November 11 I spoke with [redacted], badge # [redacted] regarding this complaint and both stated they were giving me a total credit of $121 which at the time would've been the difference between the $260 I spent on the defective car and the $139 I had received. I received a total credit of $441.82 on this order but was promised a credit of $502 (difference of $60.18). Toys r us has acknowledged the fact that a mistake was made and has gone ahead and given me 20% towards a future instore/online purchase which is stated in the email coming back from them. The email I received was from [redacted] for order [redacted]. Here are the amounts that I was promised by the representative along with their badge numbers and the dates I spoke to them [redacted] - Spoke with him around 10/18 and he gave me back shipping and 25% of the purchase for a total of $158.15 stated that it was for shipping and $60 for inconvenience. Stated that when car was returned to store I would get the full $260 back to credit card [redacted] - spoke with him on 10/27 and offered me $50 in inconvenience credit for standing on a line for over 2 hours because I could not return item to store. Stated he would send trucking company, CEVA, to my house and I would receive the full amount paid for the car $260 when it was received. 11/7 Received 139.03 when car was returned to toysrus company by CEVA trucking Credit missing $121

I would like the remaining amount refunded back to me $60.18. I was supped to receive credits for the merchandise, shipping, and inconvenience of the defective merchandise, as well as, standing online in the Valley Stream Toysrus store for over 2 hours to return an item that the store was unable to do. I spoke with various employees, managers, and supervisors, to try to have this taken care of and the answer I received is we are so sorry and you will get the money back. On the last phone call I received news that I would not receive anymore credit. All I want is the money that was promised to me. I realize that the difference between the amount of credit I was promised and the merchandise that was purchased is more than I spent on this transaction. I spent a total of $495.72 and with all of the issues with this order was promised credits totaling $502.03 I have received $441.85, still leaving a difference of $60.18 according to what they have given me back and what I received.

Business

Response:

Please be advised until $60.18 (inclusive of sales tax) worth of merchandise is returned we are taking no further action on this complaint. Also, please note as of 12/12/2013 the consumer has utilized the 20% off discount in store as referenced in prior response.[redacted]Executive Guest ServicesRef# [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I am fed up with this company. I returned the item that needed to be returned. The company offered all of these credits because of all of the problems I had with the orders that were placed. They promised the world but did absolutely nothing to follow through with it. I spoke with so many of their representatives including supervisors and now they don't want to give me what I was supposed to get. Also, I used the 20% coupon in the store and wound up spending over 3 hours in the store trying to checkout as it did not work. I am so fed up with this company and its representatives I have no interest in shopping there anymore. I plan to share my thoughts with my coworkers and anyone who wants to hear my feedback on how a kids toy company could careless about the people who shop there and their children. Their prices are higher than every store and when you deal with their customer services, especially in the store, you are doing them a favor by shopping there. I would like this supervisor to call me instead of going back and forth through email as this has been going on for 4 months. I can not believe that after all this they still don't want to make good on anything. Even after I just dropped over $1500 in their store for Christmas after all of this nonsense. I am officially done with this company if they have no resolution for a lifelong customer.

Regards,

Review: I order two items as part of a buy 1 get 1 free promotion. After waiting a week with no update on the order, I contacted Toys R Us. They told me that they cancelled half of my order and that my other half was available for pick up and that it too would be cancelled if I did not pick it up within 5 days. Since the buy 1 get 1 free promotion did not work out, I refused to pick up my item and waited for them to cancel my order. 10 days later, with the order still showing as ready for pickup and not being refunded, I contacted customer service again. They inform me that the entire order is cancelled. Another 3 days pass and the item is still showing as ready for pickup and still no refund, I contact customer service again. This time they say that the order is cancelled but they cannot issue a refund because I used PayPal to pay with and I need to file a dispute with them. I did so, but that is ridiculous. I have gotten refunds from merchants through PayPal before and never had to file a claim with PayPal itself. Never have I had so much trouble verifying what is going on with an order I placed or getting a refund for goods that I never even received.Desired Settlement: Really all I want is a refund for my purchase but not having myself or anyone else have to go through this rigmarole again would be great.

Business

Response:

Please be advised, we have issued a full credit back to the original form of tender.

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 an item in store during the pre holiday 10% back sale [redacted]=MISC:Vanity:print ads:TRU:[redacted] purchased it on 10/13/13 the total for the item was $249.99, however, the price on Toy R Us was $20 less, so the cashier did an exchange refunding the $249.99, and repurchasing it on the same receipt for $229.99. The total on the exchange shows ($21.60). The rewards card was scanned on both receipts. On 11/16 I received an email with a $5 gift card, much less than the $23 I was expecting. So I called to inquire, after spending 30 minutes on the phone with the 800 # they said I needed to go to the store and get the receipt. So I got the receipt, put the receipt information in to retro date it, and it was already on my account.So I called back again, after spending another 30 minutes on the phone, they said they would get back to me.Desired Settlement: 10% rewards back as promised in the ad for the item I purchased.

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 $23.00 to the address listed above.

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: Toys R Us has been advertising a sale on Legos Friends kits on TV. I have been to the store twice and called the store multiple times during the sales period and they don't have the specific item I'm looking for in stock (Dolphin Cruiser.) Just a sign on an empty shelf. They can't tell me when or if they will be getting more in. Sales associates say 'We don't ever know what will be on the truck.' The are also telling me that it cannot be ordered online either. I called again first thing this morning as a new shipment was received last night (after hours) and I was told that none of the sold out sales items were included. They do not offer rain checks. I feel that continuing to advertise this item is misleading and has cost me time, gas and frustration in trying to obtain this particular toy at the sales price. Is it legal to advertise a product that is unavailable without offering a rain check?Desired Settlement: I would like Toys R Us to provide me with a rain check for the unavailable sales item.

Business

Response:

Spoke with guest and advised the specific item she wanted is no longer in stock to accommodate the guest. In place of the item the guest will be receiving an electronic gift card in the amount of $42.98 to cover 50% off the total cost as well as shipping charges.

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID 9[redacted], and find that this resolution is satisfactory to me.

In the future, it would be better to provide customers with rain checks for sales items no longer in stock. I realize this may be an old fashioned practice, but sure is good customer service. It's too bad that I had to take such drastic measures to be satisfied.

Thank you.

Regards,

Review: I purchased three nursery furniture items from Babies Rus on August 3, 2013, A crib, dresser and Hutch. The order was placed at the [redacted] store and delivered to [redacted] The time of order I was informed that the crib and dresser are standard order and should arrive within two weeks but the hutch is special order and may take 10 to 12 weeks. I was pleased when the crib and dresser arrived in less than two weeks. After one month I called to check the status of the hutch order. I was informed that the order was closed out when the crib and dresser were picked up which canceled out the order for the hutch. I was informed by the store manager in [redacted] that the only thing he could do is place a new order for the hutch which would reset the clock to 10 to 12 weeks for arrival of the item. I urged him to speak with the vendor but he informed me that there is nothing he can do to expedite the order. Two weeks later I went back to the store to follow up. This time manager informed me that the original hutch order was not canceled but that there was a computer glitch which made it appear as though it was canceled. He assured me that the original order was back on track to arrive within the coming weeks. He took my number and said that he would follow up with me. I wrote to Toys "R" Us headquarters and only received a generic response saying that they would look into the matter. Two weeks went by and I still did not hear anything therefore I went to the store to follow up. The manager was not in, but an associate checked the order and informed me that it was still in the processing state and he could not give me a timeframe. The following day I called to speak with the manager, he informed me that he would look into it and call me back within an hour but I did not hear from him. I Called again the following day and left a message but no response.Desired Settlement: I am currently eight months pregnant and would like a resolution to this matter as soon as possible. It has been almost 9 weeks since the original order was placed. I want to receive the hutch within the next two weeks as originally guaranteed when the item was ordered and paid for in full.

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 a[redacted] or by emailing [redacted].

Executive Guest Services

Review: I was in Trinidad due to the passing of my grandfather. I stayed a few months to help out my grandmother until a nurse was assigned to care for her while i'm here in the U.S back in December was a charge to my debit.card from Toys R Us, for a gift card I've never purchased. When I confronted them about it they just didn't even care about the situation and stress it's caused. I've called numerous of times I have chat and call records. It's unfair and this is why I don't shop here because this exact same thing just happened to a coworker of mine. They see.my card was used and they also see that I don't shop with them. I want my $50 back asap.Desired Settlement: I just want my $50 refund.

Business

Response:

Please be advised we have processed a credit 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:

[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 ordered a Wii U bundle on sale through Toysrus.com on November 27, 2014. I received an email on December 3rd 2014 saying that there has been a delay with my order and "We want to assure you that we are working diligently to process your order and expect to have it shipped on or before 12/08/2014." I received another email today (December 05, 2014) saying that the items in my order are "unavailable" and that the order was cancelled. I called customer service and [redacted] (reference number [redacted]) told me that there was nothing they could do and said that her supervisor was not taking calls on the issue at the moment. I asked if they could change it out for another Wii U bundle that they offered and she said no. This is not the first time that this has happened to me when dealing with toys r us and I decided it was time to file a complaint with the Revdex.com.Desired Settlement: I think that Toys R US should have offered to switch out the bundle that I ordered that they no longer had available with a different bundle that they had in stock.

Business

Response:

Please be advised due to no stock on the Wii U Bundle we sent the consumer a $100 promotional code that can be used in stores or online. We will take no further action. Thanks, [redacted]Customer, Executive Guest Services[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: what the business is saying is simply not true. They sent me a $10 promotional code that was a non-working code. Also they gave no reasoning as to why they could not substitute the out of stock item for a similar in-stock product. This company is simply out to make money and has no regard for customer service. Rather than showing good faith and doing the right thing by customers, they choose to protect their profits and not accept responsibility for their shortcomings.

Regards,

Review: We are expecting parents and have a gift registry with Toys R Us/Babies R Us. A promotion was advertised that we would receive an addition 10% "cash" on a gift card if we preloaded it with money. We estimated the items we needed to purchase and added funds to the gift card ($470). 24 hours later, we arrived at the physical Toys R Us store and we were told that the gift card we loaded with funds was only applicable to Diapers, Baby Formula and Wipes. We asked for a refund and we were told that it was not possible, even if the transaction had only occurred in the last 24 hours. The customer service representative on the phone said that they do not convert funds from their "VIB" program, which we thought was a standard gift card, to a normal gift unless it is under extreme conditions, such as a babies death. We asked to speak to a supervisor and the call was promptly terminated.Desired Settlement: We want a refund of the exact amount we put on the card ($470). We do not want anything more than that.

Business

Response:

Dear Mr. and Mrs. [redacted],

On behalf of Toys “R’’ Us, let me apologize for the entire experience stemming from your online V.I.B card load. At Toys “R” Us we strive to make every guest’s experience a pleasant one and we were disappointed when we discovered we fall short of that goal.

As per our conversation I have enclosed a gift card valued for $517.00, which is a transfer of the full balance on the V.I.B card you have in your possession. This gift card does not expire and has no restrictions if you should want to use it. If you decide to return to the store for a refund please contact me, as this gift card is in a frozen state and cannot be used until confirmed you received it. I will also have to contact your local “R” Us store to arrange the refund. Please be advised the information you have provided about your experience with our call center has been forwarded to the appropriate department to be addressed.

Once again thank you for being an “R” Us guest. I took the liberty to document and update your case accordingly for future reference. We thank you for your time, patience and valued business.

Thank You

Executive Guest Services

Consumer

Response:

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

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

Regards,

Review: I place online order [redacted] on Feb, 11th , 2014 for " 1 hour store pick up" option. I paid my order in full with Toys r us gift card and order was place successfully. After several hours I did not received any email regarding my order being ready for pickup, I checked online status and I got message saying there is error with my order and I need to call [redacted] Since then I have spend 3 hours , 7 calls and as of right now I don't have my order, They will not refund money to my gift card and everyone is transferring me to different department. This item was for my daughetr's 7th birthday on Feb, 11th, which she did not get and now they are telling me that it may take several days for them to process this problem. None of the customer service ppl can tell me how exactly this problem is being resolved and whats going to happened next. After another 30 minute call this morning I finally got reference # [redacted] to use it in future when I call back.

this is one of the worst customer service I ever got and now they have my money, but I cant get my product or refund from them.Desired Settlement: I want someone from their corporation to explain me why , after successfully taking my order online and promised to deliver product was not done on time. Why I had to spend 3 hours of my personal time to get my money back or resolved this issue

AND

EXPLAIN MY 7 YEAR DAUGHTER WHY SHE DID NOT GET HER GIFT ON HER BIRTHDAY.

I want copy of their corporate policy for online order and customer complaint. I also need to see how can I take some legal action to let them know what they are doing is not right.

Business

Response:

While it is never our intention to inconvenience any of our consumers due to an unforeseen technical difficulty there was a delay in fulfilling this order. We are very sorry for the inconvenience and would like to offer the consumer $15.00 off their next on line order along with free standard shipping for their trouble.

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

Executive Guest Services

Ref# [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

Review: Okay it is Christmas time...I went online this morning to their website to see if the Wii U Gaming System and Journey Girls Accessory Packwas available and it showed it was available for store pick up...so I ordered both items using my debit card..okay so I get an email about two hours later saying your order has been cancelled and you will not be charged ?? Ok the problem is that the authorization hold for the amounts of both items which came out to be about $ 353.08 remains on hold on my debit card now for up for 5 days !!! Okay it is Christmas time...I still have to purchase these items for my child but now the money is sitting on hold and I have to find other means to get the money to purcase the items!!!!

That is unacceptable...Toysrus is a huge retailer and their website should not say something is availalbe for store pickup when it is not..furthermore if it was not available at that particular store which is in [redacted] at the Pavillion then as a courtesy somenone from guest services should contact you and give you other options such as going to another store...[redacted] is a large area and people travel miles from one location to the next..I am sure that the items could have been found at another location...in fact 4 hours later the website is still not updated to show that the items are not available !! So now people take their hard earned money in hopes to make a child's wish come true for Christmas only to the disappointment of an email saying sorry your order is cancelled...sorry we have your money held up !!! sorry your child may not have a good christmas....

I did contact customer service only to be told we apologize but there is NOTHING that we can do ??? Really ??? After being put on hold almost twenty minutes !!!!!!!!! I spoke to a [redacted] first and was told she would get a manager..she put me on hold and then answers again...saying sorry and puts me back on hold..I then I get [redacted] the manager..NO HELPDesired Settlement: First of all I want their website to be updated accordingly..do not tell someone something is available for store pickup unless it is..furthermore if you go in the store and purchase something and cancel it...the transcation is automatically cancelled and the funds are not held and if they are certainly not for 5 days...maybe by the end of the day the money is back...some stores the credit shows immediately...I want some type of compensation...a gift card or something..a formal written apology....and more proactive customer service...again they could have offered to see if the item was available it other stores especially when I called...

Business

Response:

Please be advised, we are very sorry for the inconvenience. However, there is no further action we can take on this complaint.

Executive Guest Services

Ref # [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

you say there is nothing you can do however I did receive s 20.00 gift card via emai so does your company tell the truth of a bunc of lies ?

Regards,

Review: Toys R Us has advertised the Polaroid 8 inch Internet Tablet with Android 4.2 Jelly Bean - Red for $59.99. No-where on their website or other page does it state "where available" or "limited availability" or "limited to product on hand". In fact, on the same page it states "SAVE BIG on this and other items during our Cyber Monday Event!" and "Free Standard Shipping". Yet, even though TODAY is "Cyber Monday", they will not honor the price. They refuse to "ship to home", "Ship to store" or even "store pickup". They will not backorder the item or give a rain check. I stated that I am in no hurry, and any time they receive the item, I would like to purchase it. After originally talking to a sales representative, I spoke with a customer service manager [redacted]", after requesting to speak to a supervisor. He was rude and insisted that he would take no action to try and remedy the situation. I was flexible and willing to consider alternate options (such as a discount on a similar item or simply waiting until it was in stock and honoring the original price.) He said he would do nothing to remedy their false advertising. I do have several screen-prints available showing their dishonestly advertised page. (http://www.toysrus.com/product/index.jsp?productId=21830286)Desired Settlement: I would like them to honor their advertised price, and to sell the Polaroid 8” Tablet for $59.99.

Business

Response:

Please be advised, we are taking no further action on this complaint. As is industry standard for Black Friday & Cyber Monday sales promotions; quantities maybe limited, and or while supplies last, and or may only be extended for a specified time period, we do not price match or offer rain checks during these promotions.

Executive Guest Services

Ref# [redacted]

Business

Response:

Please be advised, there is no further action we can take on this complaint.

Executive Guest Services

Ref# [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The business is simply saying "we refuse to do anything". It is the same thing they said last time. This is not resolved. Please mark it as permanently unresolvable, because the business decided to make ZERO effort to even TRY to fix it. They are worthless, and should go on a list of "businesses with terrible customer service!" They don't even make any attempt!

Regards,

Review: Order #[redacted] ORDERED 16 items-Were split into 5 separate shipments & 1 store pick up. One order shipped was to include 7 items. The small box delivered with that same tracking number that all 7 items have only had 1 item. I contacted customer service & was told to wait until Friday because the other 6 items would come through [redacted] with the exact same tracking number, in 6 individual boxes depending on the size of the items. I explained the packing slip lists 7 items and only one was delivered. I told [redacted] that I contacted [redacted] and they stated that the box I received is all they had with that tracking number and that I need to contact the shipper. I expressed to the REP S[redacted] my concern about getting the matter cleared quickly to ensure all items will be delivered by Christmas as is the purpose of the entire order. After I spoke to [redacted] I decided to call back right after. This is my third issue with this order and I was not satisfied with [redacted]'s response. I was connected with [redacted] She looked up the reference number given and there were no notes. She asked me to repeat my concerns. She immediately understood that items were missing from the order. She put me onf hold to have the items shipped to me. Then the line disconnected.The first time I called after my order was due to a 15 percent off coupon that came out hours after I placed the order online. I inquired to see if it could apply to my order. The first gentleman that assisted me couldn't explain to me if I would receive the discount or the amount or why. Second time I called I was connected to a very helpful person that explained she sent in the request. Earlier call was due to TOYSRUS placing a hold on my account for the $480 and then charging me the $96 dollars for the order I picked up. Essentially causing my account to overdraft because TOYSRUS had both the hold and the charge. I called with questions, got disconnected. Called again, to speak to supervisor told they'd call back in 48 hrs.Desired Settlement: 1. If the call disconnects don't have me waiting for another random REP when I call again. CALL BACK.

2. Don't hold the money for the value of the WHOLE order and proceed with charging what's already being held unless you release the hold for the charge you're making.

3. Make your REPS knowledgable regarding your practices and policies. Your REPS should not e guessing or making stuff up to get a customer off the line.

4. A supervisor should call back if the line gets disconnected with a customer.

5. I'm currently on the line with REP [redacted] who now has me on hold to see if he can RE-SEND the missing items, but first he must check if they are in stock.

6. As I'm typing this [redacted] just dropped off the box, damaged with ALL the missing items and someone else's packing slip Order [redacted] 7. I cannot believe the run around from both companies.

Business

Response:

Please be advised we are taking no further action on this complaint. [redacted] tracking number [redacted] reflects a total shipping weight of 10.60 pounds which is just over the weight of the 7 items delivered in this shipment. Consumers order has been credited for the 15% off promo code and the authorization hold was removed by the consumer’s financial institution.

Executive Guest Services

Ref# [redacted]

Review: On [redacted]/13, I ordered an infant car seat from Toy R Us.com (order confirmation number is [redacted]) . When I went to do the online checkout, the car seat was the only thing in my online cart, but the price charged was more than it should have been. I immediately received an "order acknowledgement" email which only listed the car seat, but had the incorrect price. A few minutes after this email, I received an "order confirmation" email which showed that I'd purchased the car seat PLUS a "15 Month Replacement Plan" for $24.99. I never placed this item in my cart and did NOT want to buy this plan. I immediately (same day) called Toys R Us and was told that "this item had been accidentally placed in consumers' carts a lot recently" by the representative. He put me in touch with his manager ([redacted]) and she told me there was nothing she could do. I eventually got her to agree to refund me the $24.99, but she said she could only start the reimbursement process once the car seat and plan had been mailed and received at my home. She gave me a reference number of [redacted]. Once I received my car seat, I waited two days for an email from Toys R Us regarding my refund, but it didn't come so I called the company on [redacted]/13. The representative ([redacted]) told me the refund process had not been started yet, but that she would do so at that time and that I would receive an email acknowledging my refund in 7-10 business days. I never received that email, so I called the company again on [redacted]/13. That representative told me the refund had never been requested but that she would do so and I would receive an email acknowledging my refund by [redacted]/13. Again, I never received that email.

I feel that Toys R Us did something very unethical when they slipped this protection plan into my cart without my knowledge and charging me for it. I have now spent hours trying to get my money back.Desired Settlement: I would like Toys R Us to immediately refund my credit card for the $24.99 and to be reprimanded for such an unethical process. The fact that this protection plan didn't show up in my online shopping cart or in my "order acknowledgement" email but I was charged for it tells me that Toys R Us is trying to cheat their customers out of the $24.99.

Business

Response:

The guest has been credited $24.99 that she has received email confirmation for, in which she will receive in three to five business days. We will also be sending the guest a $25 gift card for the inconvenience.

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 am a first-time new mother. I am also a rewards member of the ToysRus frequent shopper program and I also have the credit card. I had issues with receiving my rewards certificates as the customer service associate who signed me up for the program in the store failed to tell me I had to register my card online. Once I learned from an associate I was not in the system, I immediately called headquarters to register my card and get the points for the purchases I made and the points that were earned from my baby registry. I recently received the points to use for purchase made the previous quarter. I went to use them today and was told two of the certificates expired and was told to call the 800 number to have them reissue the rewards. When I called a [redacted] was very rude to me so I asked to have the call escalated the senior level customer service rep was also rude and told me that since they reissued points in the past she would not do it for me again. I explained that the past issue was out of my control since the customer service associate did not tell me I needed to register my card online. She continued to tell me she refused to help me. I just had a baby and I am not perfect. But I should not be deprived of the $10 in rewards I earned in the program.Desired Settlement: We plan on having more children and will be needed more baby stuff in the future. I would like either a $10 store card or a $10 credit to my ToysRus credit card.

Business

Response:

Please be advised this complaint has been resolved directly with the consumer. On July 2, 2013 the guest was issued a $10 single use on-line coupon code by our call center as a retro credit for $10 expired rewards dollars. This coupon code was redeemed on July 2, 2013 on order # [redacted]. As this is the second occasion (First instance-$30 Feb 2013) that we have accommodated the consumer for expired rewards dollars we would like to take this opportunity to remind the consumer that going forward and in compliance with the term & conditions of the Rewards ‘R’ Us program that the consumer is responsible for visiting the rewards site, printing and redeeming their rewards dollars within the specified payout/redemption periods. The consumer may refer to the terms & conditions for full details at https://rewardsrus.toysrus.com/Consumer/myrewards.cfm

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: As previously stated, the $30 credit was issued because the associate in the store failed to explain that my card needed to be registered online even though she had all of my information to register my card while creating my baby registry. Additionally, I was told I received a phone call stating my $10 certificate would be emailed to me and then received a phone call rejecting my request. After calling a 4th time a customer service representative did credit me for an online purchase. The whole process is exhausting and you should not abuse your customers who are members of the rewards program. The rewards program is one of the soul reasons that keeps the moms in my new mother group from taking our business to Target. Childbirth is unpredictable and so are babies. If you are going to have the word 'babies' in your title, allow for some areas of grey as do your competitors.

Regards,

Business

Response:

Dear [redacted], On behalf of Toys “R” Us, please accept my sincerest apologies for the difficulties encountered due to the conflicting information provided by our call center agents and/or store team members. Clearly, your situation should have been met with true concern and a genuine effort to assist, as well as with the utmost professionalism. I do apologize that this was not the case. We will be using your experience as an opportunity to re-train our agents in world class customer service. Sincerely,[redacted]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 [redacted], and find that this resolution is satisfactory to me.

Regards,