Toys R Us

Review: Unable to get information or assistance on a store pick up that has been paid for. Babies r us/ Toys r us has not and is unable to send a store pick up conformation/ receipt for a portion of my order that shows available for pick up according to "the order status" on line. I need the paper work in order to pick up my order which I have not received. Customer service reps have been rude and has disconnected the call several times. I have spoken to multiple people with no resolution in sight.Desired Settlement: I just need my paper work so that I can pick up my order that is ready for pick at the Toys r us store located in [redacted], **.

Business

Response:

Please be advised the three items in question from the consumers order # [redacted] are currently in route from separate distribution centers and are scheduled to be delivered by end of day on 09/25/2013.

Comfort & Harmony Portable Swing – Elepaloo UPS Tracking # [redacted]

[redacted]Comfort & Harmony mombo Deluxe in Taggies Fashion Monkeys UPS Tracking # [redacted]

SpaSilk Hooded Towel set with 4 Washcloths - Bear Applique UPS Tracking # [redacted]

Sincerely,

Executive Guest Services

REF# [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This is not the order in dispute! These are the items:

Store Pickup Summary

Please wait until you've received your Ready for Pickup email before going to the store. The Ready for Pickup email typically arrives within 2 hours. Orders placed near or outside store hours may require additional processing time.

Store pick up details:

Item #: [redacted]

Description: Pampers Baby Dry Diapers Super Economy - Size 1 - 246 Ct

Quantity: 3 @ $32.89

Shipping via: Store Pick Up - Available as early as today

Important: Please wait for your Ready for pickup email before going to the store.

Item #: [redacted]

Description: Pampers Sensitive Wipes with Tub - 768 Ct

Quantity: 1 @ $16.79

Shipping via: Store Pick Up - Available as early as today

Important: Please wait for your Ready for pickup email before going to the store.

Item #: [redacted]

Description: Koala Baby 10-Pack Bibs - White

Quantity: 1 @ $10.49

Shipping via: Store Pick Up - Available as early as today

Important: Please wait for your Ready for pickup email before going to the store.

The online reps were either unable or unwilling to send the needed paper work. Took my complaint all the way up to corporate and it was never resolved although I received a promise of a call back - that never happened! The reps are apparently trained to treat the customers as of no regard because ALL of them followed the same company protocol - rude and incompetent! I was hung up on more times then I can count. Please listen to the calls for training purposes. Clean house and start with those in charge! I'll never do business with you again. Remember, you do have competition!

Regards,

[redacted]

Business

Response:

Please be advised we have resolved this complaint directly with the consumer at the consumer’s local Toys R Us store.

Dear Mrs. [redacted],

On behalf of Toys “R” Us, please accept our sincerest apologies for the difficulties encountered due to the lack of empathy on the part of our call center agents. 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.

I will be sending you a gift card for the amount of $50.00 with our deepest apologies for everything you went through. My hope is that I can help restore your faith in Toys ‘R’ Us and you give us an opportunity to re-establish your confidence as a customer in the future.

Should you require assistance in the future please do not hesitate to contact me directly. I can be reached Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at [redacted].

Sincerely,

Executive Guest Relations

Ref# [redacted]

Review: I placed an order on ToyRUS.com and was offered a Cash Back Rebate of $20 for this order and $20 for a future order. I called [redacted] and was told that if I purchased a subscription to [redacted] " I would receive 2 $20 Gift Certificates in the mail. I never did! Everytime I call they tell me the same story and explain that they are just the enrollment dept and they can't help me. So then they refer me to call [redacted] which is [redacted] Customer Service and they tell me a COMPLETELY different story! They tell me there are NO certificates and that it's actually gift cards to use towards [redacted], not ToysRUS. On top of that I don't get any rebates because I didn't use the membership for 30 days. This is false advertising and I want what I was offered to me plus my $1 back!!!Desired Settlement: $40 for the offered certificates and $1 for the charge to my credit card. Total $41.00 USD

Business

Response:

The consumer initiated membership with [redacted] on August 5, 2013 and canceled on August 8, 2013. In accordance with the terms & conditions of the [redacted] site membership – the consumers membership information was processed for a $20.00 Toys ‘R’ Us gift card to be sent directly from [redacted] to the consumer on August 12, 2013. Average processing and delivery time frame for any merchant gift card from [redacted] is 6-8 weeks. As of today’s date, September 20, 2013 [redacted] has agreed to deliver an additional $20.00 Toys ‘R’ Us gift card to the consumer as a one-time accommodation. Normally the consumer would have had to have met a minimum membership time period to earn the additional gift card. We are taking no further action on this complaint.

Sincerely,

Executive Guest Services

REF# [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I want my money back!!!

Regards,

Review: I purchased several boxes of promotional diapers due to they had coupons in them. When I went use the coupons at the store they didnt even sell the product. How can u honor a in store only coupon when u dont offer the product?Desired Settlement: I just want for the coupon to be honored. For either the value its worth or, to have a product sent to me.

Business

Response:

Please be advised we are unable to accommodate the consumer’s request. We are not able to honor the coupons if the applicable items are out of stock.

Sincerely,

Executive Guest Services

REF# [redacted]

Review: On April 15, 2013 Toys R Us claims that they offered me a refund of $214.99 via Paypal. I did not receive the refund and Paypal acknowledges that I was NOT refunded by Toys R Us. After more than 25 phone calls to Toys R Us and Paypal, I still have not received a refund. I am not able to speak with an account specialist through Toys R Us because their customer service representatives DO NOT HAVE THE NUMBER. They offer the option of emailing another specialist and then calling me back. I have yet to receive a returned call from them. Today on the phone Toys R Us' representative "Matt 6612" was told by Paypal that they need to talk to their refund manager because I am owed the money. He could not provide a phone number. The issue is STILL unresolved. He was also quick to tell me that I could take the issue up with Paypal! I cannot get a phone call back from Toys R Us, they will not let me speak to a manager, they will not provide me with a phone number or another contact. My husband and I are expecting another baby in a few months, I can assure you that we will not be spending our hard earned money at their store (a few miles from our home) or online store! Furthermore, I am still out $214.99 and I have returned their merchandise. This is a completely unacceptable way to run a company, these guys need to sign up for Undercover Boss and COMMON SENSE........................................................STAT!!!!!!!! They truly should be ashamed of the horrible way they have treated their very loyal (former) customer!!!!!!Desired Settlement: I only want my refund. I do think a nice apology is in order after all of their obnoxious behavior and SO MANY excessive phone calls on my part to try to obtain my refund! Shame! Shame!

Business

Response:

Please be advised a credit was refunded to the original form of tender on July 15, 2013 in the amount of $214.99. 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 ServicesRef# [redacted]

Review: I ordered an Imaginaium 55 piece train table on Friday 11/28/14 for the price of $39.99. My credit card was charged And I received an email confirming my order. Five days later, on Wednesday 12/3/14 I received an email stating that my order had been cancelled. No reason was given. I called customer service on Thursday 12/4/14 and spoke with a girl who identified herself as [redacted]. She explained that the item was out of stock. I told her that didn't seem fair since I was able to order the item and was charged. She placed me on a long hold and then told me she found one in stock and would be sending it. She said I would receive a confirmation email in 1-2 hours. I never received an email, so I called back today, 12/5/14 and found out that there was never one in stock, and the customer service representative never had any intention of sending one. I then spoke to a supervisor and was told that I could get one of the train tables in 30 days, but in would have to pay full price since the price had gone up. She also offered me a $10 off coupon for my next purchase and it would have to be used within two weeks, but it declined the offer. I am very disappointed in how Toys R Us lied to me.Desired Settlement: For Toys r Us to update their online ordering software so that customers aren't ordering out of stock items. Also if they are out of stock, consumers need to be notified sooner than the following week. Also, that their customer service representatives stop making false promises.

Business

Response:

Please be advised we have sent the consumer a $10 code off another item in our store. We also sent out an additional $40 code that can be used online or in store to purchase anything we have available. Thanks, [redacted]Coordinator, Executive Guest Services[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I never received either a $10 off offer, or a $40 off offer. The last communication I had from Toys R Us was the email stating they cancelled my order.

Regards,

Review: I purchased a Xbox 360 via online on 11/27/2013. They advertised a special with an Xbox 360 purchased you would also receive "Online Only! FREE Wireless Controller with D-Pad & Charge Kit AND FREE Halo 3 w hen you buy Xbox 360 4GB Holiday". I made the purchase and have documentation to support that my order included these two items. I have contact Toys R Us customer support more than four times regarding the missing items over several months. Each time they apologize and say they will correct the error. It took several phone calls before I received the Halo 3 game but still have not received the Wireless Controller with D-Pad & Charge Kit. They last time I contacted them I was very upset as I have been promised several times that the error would be resolved and still is not. The last time I contacted them I was notified that the reason the controller was never sent out was because they no longer had this item available. They told me that they would send me a $60 gift card the equivalent of the Wireless Controller with D-Pad & Charge Kit. I still have not received this. I feel I should not have to contact customer service this many times in order to get my order resolved which currently has not been resolved. Now on top of many phone calls, time wasted talking to representatives, still nothing has been resolved and now I am writing a complaint via Revdex.com. My case number is [redacted] and reference numbers are 1[redacted]Desired Settlement: I feel at the very least they should give me the $60 gift card which I was promised. I am currently a very unhappy customer that they have made me contact them numerous times to get what I ordered over 6 months ago. It has been very inconvenient and something I would not expect from a large company like this.

Business

Response:

[redacted]

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

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

I look forward to speaking with you.

Sincerely,

Business

Response:

This complaint has been resolved directly with the consumer. The guest was sent a controller which was incorrect. The consumer was sent a prepaid return label to send the incorrect controller to a TRU distribution center. The guest also received a $60 Egift card as promised, to replace the controller included with the bundle deal. No further action will be taken on this complaint.

Thank You

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They did rectify the situation and I am happy with the outcome. However, I did have to contact the company more than 5 times to get the situation resolved. I appreciate the Revdex.com that they were able to mitigate an acceptable outcome for me.

Regards,

Review: december 22 2013 around 1pm I order a item for TOYS R US " Imaginarium Pretty Garden Mansion " original price is 129.99 sale price 79.99 . plus tax and 15.99 shipping . A total of 100 with some change . My order number # [redacted] It was a reasonable price so I ordered it . It show that the item was in stock it will leave the warehouse with in 1-2 days . They also advertise that if order before 4pm 12/23/13 I will get the item by/before 12/25/13 . The process went through with no problem . This morning I check my e-mail I had a message from TPYS R US stating that the item was on back or or out of stock ! Now thats where the problem if the item is on back order or out of stock why allow me to order it ? I called customer services the representive couldnt explain to me why it show that it was in stock ! and bacially told me either I can cancel the order or wait for more to come instock ! not only they false advertise by saiding I will get the item with 1-2 days , took my payment when the dont even have the item in stock , have bad customer services and ruin my daughter christmas and have sympathy what so ever . I very unhappy !!! and my daughter will be too on the december 25 2013Desired Settlement: I should get a discount on the item plus free shipping since the shipping was not within 1-2 days

Business

Response:

Please be advised, we have resolved this complaint directly with the consumer. The item referenced in this compliant was delivered on 12/27/2013 via UPS [redacted]

We have also issued a refund for the shipping cost and 10% off of the item’s cost.

Executive Guest Services

REF# [redacted]

Review: On 12/8/13 I purchased a playstation 4 from Toys R Us website as part of a bundle coming with two games. There are no option to buy just the console by its self so I paid for the bundle. The Following day I received an email stay they were currently sold out of the ps4 consoles and only the games will be shipped at this time. There was no time frame given for availabilty on the console its self. This alone would have been fine however the following day 12/10/13 two day after I purchased the system and one day after they told me I would not be receiving it they were selling ps4 bundles on there website. This is 100% a bait and switch selling people games with Toys R Us having no intention of actually shipping the console in a timely manor and selling a bundle for which they know full well they only have the games for (which you can find at any store).Desired Settlement: I just want the product I was promised and if the do not have any available for them to stop allowing people to purchase them.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. The gamming console was shipped on 12/13/2013 and delivered (Tracking Number: [redacted] on 12/19/2013.

Executive Guest Services

Ref# [redacted]

Review: My fiance and I recently called Babies R Us asking if we could use a VIB (very important baby) card in conjunction with a coupon to purchase a stroller. We called to confirm before because we wanted to make sure we could purchase the stroller with the money we put on the VIB card since they told us it would give an extra 10% off (otherwise we would have just purchased with cash). The sales associate informed us that we could. So we put $200 on the card and went into the store. After arriving there we were told we can not use the card to purchase a stroller. Given that we were given false information, we asked a store employee to have the money put back on our credit card . The employee informed us this was not possible, and said we could contact corporate. So we did and we were told a decision would be emailed to us within 48 hours. After 2 weeks of waiting, we finally received a notice which declined our request, and informed us they would only put the money on a separate gift card. This does us no good as our coupon is now expired and it was not our requested solution to their employees false advertising.Desired Settlement: The business has an obligation to return our money to us since we can no longer use the 20% off coupon along with our VIB card to purchase what they told us we could.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. We have made arrangements for the consumer to cash out her VIB card at a local Toys R Us store. We have also extended to the consumer an additional $80.00 gift card to compensate for the lost opportunity in not being able to use her coupon towards the purchase of a stroller.

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 above and beyond satisfactory to me.

Regards,

Review: I made on online order on toysrus.com . The order number is [redacted], and it contained 4 exact same items: item #:[redacted] Description: [redacted] CustomFit? Flanges M/L One Size Among them, 2 were at original price at $16.99, and the other two were at promotional price at $10.19. I received the order, but no longer needed the items, so I returned everything back in their original condition, all in one package. However, I only got refunded for 2 of the items which were at promotional price. I didn't get refunded for the other 2 items. I emailed customer service twice but never got any response. I called customer service and was told I would get a call back, but I never did.Desired Settlement: Please refund me for the other 2 items at $16.99 each, plus tax $3.06, which would be $37.04 in total.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. We have processed a credit on the amount of $37.04 back to the original form of tender used on order # [redacted].

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: Toysrus has on their website a Sony PS3 Bundle for $199.99 showing available in stores. I went to the store and they said there was no such bundle available and I showed the clerk the website and they advised me to contact the corporate office. I've don't that and the office has done nothing. This is very misleading and is false advertisement.Desired Settlement: Offer a comparable item at that price or remove this item from their website. It has been on there for a month now.

Business

Response:

Please be advised we will not be able to accommodate the consumer’s request. The item in question is not/no longer available in stores that serve the consumers location.

Sincerely,

Executive Guest Services

REF# [redacted]

Review: I ordered a Wii U system from toysrus. The item was damaged upon receipt. I contacted toysrus immediately via chat and was told by an Eli M that I needed to return the item and once received I would be issued a refund. I shipped the item back and much to my dismay wound up getting a replacement left by my door. I already ordered a different item from another vendor so now I had to return the Wii U replacement on top of already returning the original order. This is just costing me more money. I have ben in contact with toys r us for weks now and they have not refunded me the 317.00 for my returns.Desired Settlement: A full refund of 317.99/

Business

Response:

Please be advised we processed a credit back to the consumers original form of payment. Please see the email we sent to the consumer below. We will consider this matter resolved. Thanks, Vanesa Executive Customer Service Dear [redacted]Thank you for shopping at Toysrus.com and Babiesrus.com.We have issued credit to your original form of payment for the following item(s) from order # [redacted]Item #: [redacted]Description: Nintendo Wii U Mario Kart 8 Deluxe Set One SizeQuantity/Price: 1 @ $299.99Status: Price Adjusted/Credit ReturnedCredit for returned item(s):Subtotal: $299.99Sales Tax: $18.00Total Credit: $317.99Please note...* The reference number for this credit is [redacted] Your credit should appear on the original method of payment used to make the purchase within 5-7 business daysIf you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at [redacted] Thank you again and hurry back soon to see what's new at Toysrus.com and Babiesrus.com!Sincerely,The Guest Service TeamToysrus.com and Babiesrus.com PS: This is a notification-only email, please don't respond to it. For answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at [redacted]

Review: I ordered a crib,2 dressers and a topper from our baby registery, the delivery came 3 days late, with the driver being very unprofficional. In additional when the delivery came the men brought the boxes upstairs and attempted to out 1 box in the basement, I guess with out measuring as they could not make the turn going down stairs and destroyed the wall to the basement trying to do so. Then, they delivered the boxes upstairs and on the way up destroyed the walls in a brand new remodeled townhouse!!!!!!! They were supposed to have there contractor repair the walls today the contractor shows up late, she does not have a ladder with her as they are 20 15-20 ft walls and she is in a car!!!!Desired Settlement: Complete refund on furnature and pay for the walls to be repaired

Business

Response:

Please be advised Risk Management has been handling the damages made to the customers home. We also processed a 25% off at the store level. We also offered to replace the items and the customer declined. We will consider this matter closed. Thanks, Vanesa VExecutive Customer Service

Consumer

Response:

Review: [redacted]

I am rejecting this response because:the damage to my home was especially over 3,000.00 a paint can was stolen from me of which I have pictures and videos in additional the furnature is completely almost destroyed and the police is going to make a arrest of the person who stole stuff from me. This should be put on the news in additional the videos I have on you tube. And babies r us is sponsoring a company that is a sub contractor of them that allowed there employees to damage a home and steal out of a home, I will be putting these videos on you tube link in a few days to follow. I was also offered 2,500.00 towards home damages of which is less then estimates and have not got the payment yet

Regards,

Business

Response:

Please be advised the consumer has been contacted by our Risk Management team as well as the delivery company. He has been told he will be receiving a check for everything that has transpired with the delivery company sometime at the end of this week. We spoke with the consumer on 11/2/2015 and he was satisfied with the outcome. We will consider this matter closed. Thanks, Vanesa VExecutive Customer Service

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,In around September I placed a order in babies r us for baby furniture, a crib,dresser double dresser and topper and glider, to be delivered on once at the store well the delivery order was misplaced and had to be reordered from a mistake in the store. When the order was remade the order was once again forgot about from the delivery side of babies r us. After it was corrected for the 2nd time the delivery drivers finally showed up, they were sloppy, out of uniform and sloppy and careless and reckless and ghetto to say the least. They came with no padding,or drop cloths to protect the floor.while they bounced the furniture off of the truck (I have cameras and recordings with my camera system if needed to back up all of this entire letter) they scratched my hardwood floor, banged up my hallway going up and down the stairs.they admitted to the damage (on video) and a damage form filled out (enclosed) the driver apologized and after inspection we noticed the furniture was also damaged. Dresser, double dresser, crib,the list goes on. The driver then requested to send out his wife's friend who was a painter and could conduct the proper repairs to make my house repaired and babies r us gave me back 25 percent off of the purchase price of which is not enough. The dresser has major damage. The lady came out a day late as like the delivery drivers and in additional instead of doing the proper repairs in my home destroyed my home even more causing thousands of dollars in damages and actually stealing merchandise that did not belong to her or the delivery driver at the time. Only 1 coat of paint on the walls instead of 2,paint on my newly installed carpet,paint on the hardwood floor,kitchen sink,bathroom sink,stood on and broke my kitchen table chair and instead of doing 2 coats stole a gallon of paint to her car!!!! (Video If needed) I contacted the police and filed a report, in additional babies r us stepped in after there delivery team wanted to argue and negotiations of a settlement price. After over almost 2 weeks of back and forth and me getting several estimates I agreed on 2,500.00 settlement and it does not include any outstanding discounts,complaints or disputes. (Settlement copy enclosed) in additional one of my terms was to also have payment to me by///////// of which as you can see they are late on also. However by contract signed and agreement on form I'm exercising my right to dispute this charge as the dispute was filed days before the signed agreement of which falls under the exclusions of the bottom amendment of the finial form approved and agreed on by babies r us and myself. 25 percent discount on the furniture is not sufficient enough for the damage caused and the reason why I did not let the delivery team remove the furniture that day is because I was afraid they would cause more damage on the way back down the stairs and also I offered to attempt to work the damage out with babies r us, however 25 percent discount is not appropriate for these types of damages and I'm not satisfied.the only 2 options that we currently have is 1: they order new furniture and deliver the new furniture and haul away the old furniture that was damaged, keeping in mind that they will be under camera systems, recordings and witnesses for any type of damage that they will cause on the next go around, or 2: I will agree to pay something for this furniture but it will not be a discount of 25 percent only. I will be asking for another 35 percent off the furniture of the price that I currently have paid. Of which would be around another 350.00-400.00 off. Or I wish to dispute the entire amount.and have the furniture picked up of which is available for the store to pick up with a drop off of the new furniture at the same time that they arrive. And somebody else besides the same team will be allowed to conduct the furniture exchange NOT the same team that arrived and destroyed and conspired to steal my property out of my home. In additional if at anytime anybody reviewing this claim would like to see live videos of this entire ordeal of damage,admittance, stealing, pictures,forms etc feel free to email me at [redacted] this is news worthy and a book worthy.

Business

Response:

Please advised this case is closed as the consumer has received a check from the delivery company. We will consider this matter closed and will no longer assist. Thanks, Vanesa V

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

No case is not closed. They may want it closed and not deal with it, the check was for the damage to the walls not the furnature. I sent a complete letter the last response. Read it. Case not closed. I consider this case not closed.....

Regards,

Review: The Black Friday advertisement for Toys R Us includes the Big Backyard Premium Charleston Lodge Wood Swing Set (Item [redacted] - two different item numbers are listed) as a Black Friday deal for $800 off, making it 799.99. The deal supposedly starts this Friday at 7am, however it starts today, Sunday November 22, for Rewards R Us members. The deal states "in-store only". I called multiple stores and was informed that this item is not in stock, nor has it been since this summer. It is a discontinued item, so it will not be in stock in the future either. I then had them search throughout [redacted], and no stores have this item in stock. I reached two different customer service associates through the customer service line, who verified that this item is not available in stores. They also verified that to get the advertised pricing, it must be purchased in stores. This item was never available at this pricing, as it was not recently in stock. So, it is not as if the item was there, and they simply ran out of inventory. So, in other words, the company is advertising a deal that does not exist. It seems that it is a dishonest tactic to get customers to enter their store to spend money on other items. I think the item should be removed from their advertisement. Thank you.Desired Settlement: The item needs to be removed from the advertisement.

Business

Response:

Please be advised we are currently working with our stores to see if we are able to accommodate requests for this item, as it is in very high demand. Thanks,Vanesa V[redacted]Executive Customer Service

Review: I WAS ASSURED THAT ALL ORDERS WILL BE HERE BY CHRISTMAS, AND HALF OF THEM WILL NOT BE HERE UNTIL AFTER CHRISTMAS.... I PAID IN FULL AND I GET A EMAIL STATING ONE ORDERED WAS CANCEL AND THEN TWO OF THE GIFTS WILL BE HERE AFTER CHRISTMAS, AFTER THEY INFORM ME THAT THEY WILL BE HERE..BEFORE CHRISTMAS

Business

Response:

Please be advised our records indicate the consumer paid for regular shipping and the items arrived before Christmas. The item cancelled off the order was not charged to the consumer and was out of stock at that time. We will consider this matter closed. Thanks, Vanesa Executive Customer Service

Consumer

Response:

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

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

Regards,

Review: I placed an order with Toys R Us (#[redacted]) on 2/20/15 for a swingset. The item was delivered by an outside shipping company on 3/5/15. The delivery man took the pieces out of the box while in his truck, threw the pieces of the swingset from the back of a truck and left them in a pile in my driveway. The item was obviously now damaged, so I called Toys R Us support on 3/9/15 to request a replacement item. I was told to wait 7-10 business days for a call back. I never received a call back. When I called on 3/17/15 I was told a replacement request was never made and they would have to reprocess. After waiting for an hour on the phone, the rep gave me a $20 coupon code for my trouble - this was no consolation after what had already happened. At this point, I still have a pile of damaged swing set pieces for almost 2 weeks blocking my garage. The replacement item was delivered on 3/26/15, but the delivery company did not take the old item. I chatted with one of the support reps on 3/27/15 and was told to keep the replacement item if the shipping company does not take it. So I then took all of the original swingset pieces down into my basement to store. On 3/29/15 I get an email from Toys R Us saying the item needed to be returned!! So I again called support on 3/29/15 and was told a return request was now being made and I would receive a call back with pick-up details within 24 hours. So I go down to my basement and drag all of the swingset parts back into my driveway for pickup. 24+ hours later and I did not receive a call. I just called the support line again and was given no useful information. I was told to just keep waiting for a call back. This company has been an extreme inconvenience (mentally and physically) to me and my family for over a month, with no end in site. They should be repremiaded for such inferior support practices.Desired Settlement: After all of this trouble, the least they could do would be to refund part of my purchase price. I would also accept keeping the original item so I can use it for replacement parts.

Business

Response:

Please be advised we processed a credit back on to the consumers original form of payment for $50. Please see the email sent to the consumer below. We will take no further action. Thanks, [redacted]Coordinator, Executive Guest Services[redacted]Dear [redacted]Thank you for shopping at Toysrus.com and Babiesrus.com.We have issued credit to your original form of payment for the following item(s) from order # [redacted]Item #: [redacted]Description: Little Tikes Tree House Swing Set One SizeQuantity/Price: 1 @ $50.00Status: Price Adjusted/Credit ReturnedCredit for returned item(s):Subtotal: $50.00Sales Tax: $3.50Total Credit: $53.50Please note...* The reference number for this credit is [redacted] Your credit should appear on the original method of payment used to make the purchase within 5-7 business daysIf you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at [redacted] Thank you again and hurry back soon to see what's new at Toysrus.com and Babiesrus.com!Sincerely,The Guest Service TeamToysrus.com and Babiesrus.com PS: This is a notification-only email, please don't respond to it. For answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at [redacted]a=[redacted]

Review: Went to store and purchased item on 2-14-15. My total amount of purchase was 197.79 and paid with my debit card. They were having problems that day and swiped my card three times and when I got my bank statement, I noticed that they charged me three times for one transaction. I called several times and they assured me they were aware of problem and were going to issue a refund. This has never happened and they are giving me the run around. I would like to be reimbursed for the two extra transactions they charged me as soon as possible. Store Manager never returned my phone calls and every time I called I had to repeat my story over and over.Desired Settlement: refund me what is owed to me.

Business

Response:

Please be advised we have sent this to the appropriate District Manager for handling. Thanks, Vanesa V[redacted]Coordinator, Executive Guest Services

Review: The following day after after making an online purchase, my account reflected 2 charges for the same amount ($155.58). By email, with zero explanation, I had received a "e-gift card" for the same amount, which seemed to me to be the company's attempt to refund the erroneous charge. To get clarification on the situation, I called the company's customer service line and despite their admission of fault and sincere apologies (after being on hold for 25 mins), I was told that the policy was to issues refunds via gift card. Dissatisfied, the situation is being investigated by the illusive "back office". This is a dishonest, deceiving business practice that I hope with the aid of the Revdex.com and the local news "[redacted]", can be rectified.

Business

Response:

Please be advised the consumer was informed he could take the gift card to his local store to have it swapped out to his original form of payment. The e-gift card was sent to the consumer. No further action will be taken. Thanks, [redacted]Coordinator, Executive Guest Services

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I did not pay with a gift card, the money was wrongfully taken from my account as an error by ToysRus. The company should make right it's mistake in the form of tender it erroneously debited. My time is money, as is gas and the amount of time this is taking to be handled.

Regards,

Review: We signed up for a baby registry and were told that if buyers buy $500 worth from the baby registry then we would get $200 in store credit. We later on found out that was very false, instead we only got a mere $53.74 eGift Card:

Expiration date: 10/15/2014

Value: $53.74

eGift Card Number: [redacted] PIN: [redacted] AND when we went to try to use the eGift card we were told that it had $0 even though we had just received the card via email from customer service and never attempted to use the card before. We called customer service and they told us that they don't show that it was used and it shows as an "adjustment" to $0. So where did the money go? We drove 50 miles to the nearest TOYSRUS and couldn't use for the second time. We wasted our time, gas money, and a weekend. We told the rep this is unacceptable and they said they cant do anything for us and "Have a nice day". This is unacceptable!Desired Settlement: We desire our $200 that we were promised we would get if $500 or more is purchased from the baby registry. We desire a check and not an eGift card at this point.

Business

Response:

Please be advised that the promotion mentioned by the consumer is the Sweetest Registry Deal. The promotion consisted of any guest that opened a registry with us between September 16, 2013 and March 31, 2014. Registrants would automatically earn 10% back, on qualifying purchases, made off the registry once a minimum threshold of $200 was made. The maximum amount a registrant could earn was $200. In this case the consumer opened her registry with us on January 18, 2014 and her total spend, off her registry, was $537.40 therefore earning a $53.74 gift card. The consumer reached out to us in regards to the instance when her gift card had a $0 balance and we replaced the card on August 5, 2014, with an e-gift card order number [redacted] sent out to email [redacted], valued at $53.74. No further action will be taken. Thanks,[redacted] Coordinator, Executive Guest Services[redacted]

Consumer

Response:

Review: [redacted]

We are rejecting this response because:

Number 1: [redacted] (see attachment: Lady who misled us at [redacted] branch) said that if people purchase over $500 from our registry, we would get a $200 giftcard. That never happened.Number 2: Purchases from our registry totaled $703.84 (see attachment "Amount spent exceeds $700), which means even if the above lady didn't mislead us, we should be getting $70.38 and not $53.74 like Toysrus allege.Number 3: The most recent gift card like the one before said it had $53.74 on it, but when we tried to scan and use it at the store, we were told it had $0.00 (See attachment: Email with gift card from Toysrus)Number 4: See attachment "sending preferences" which clearly states that certificates and such are to be mailed not emailed.Number 5: No gift card of any sort worked and no gift card order number [redacted] has ever been received either.If Toysrus still wish to go back and forth, then swift further action will be taken and escalated to the [redacted] Department of Consumer Protection and the Federal Trade Commission on grounds of misleading, false advertising, promotional scam, and theft.

Regards,

Business

Response:

Please be advised we received a call, on 8/1/2014, from the consumer in regards to her Sweetest Registry Deal e-gift card she had not received. We devalued gift card, [redacted] and replaced with a replacement e-gift card ending in [redacted] for the amount of $53.74, which represents 10% of qualifying purchases made off the registry. We have redeployed this e-gift card to the email submitted on this complaint ([redacted]). Please see terms and conditions for The Sweetest Registry Deal Ever Promotion [redacted]:TermsandConditions:RegistryWe stand by our posted terms and conditions and will take no further action on this complaint. Thanks, [redacted]sCoordinator, Executive Guest Services [redacted]

Consumer

Response:

Review: [redacted]

We are rejecting this response because:

As stated in previous discussions and emails, electronic gift cards will not be accepted from this company due to several insufficient funds NSF's on recent gift cards sent from this company. Paper checks drawn on a US Bank will be the only acceptable payment method at this point.

Regards,

Review: I ordered 2 3-piece outfits and a pair of jeans online. When I got my delivery the whole order was wrong. I only got one of the outfits and I got 2 of the jeans instead of just 1. I was charged for 2 jeans and 1 outfit. The sizes were also wrong. I wanted 18 months and I received 24 months. I got an email a few days later saying that the other outfit will be taken out of my account and it was waiting to be shipped. I called the customer service line and was on hold for 15-20 minutes and when someone answered the person said I had to have not ordered what I thought and that it was my mistake. He went on to tell me that I was also over charged and that it is up to my bank institution to credit me back for the difference I was over charged. He then told me that I would have to pay to ship the unwanted items back and then told me to hold while I checked to make sure that he was right. He then said that I wouldn't have to pay and then said he was going to transfer me to someone who will get me a return label. He told me the only thing they can do is to return all the items and then reorder the right sizes. After trying to transfer me for 5 minutes or so, he told me that he would have somebody contact me in a couple days and he is putting me on a list of unresolved issues. Nothing was resolved that day, at all. I got the other outfit in the mail and it too was 24 months. This is not the first time I have had problems with toys r us this year.Desired Settlement: I want the right sizes, the right clothing, and I want them to make it up to me somehow. I have contacted them about an issue before and they were supposed to send me a $10 gift card and never received it. I have given them a lot of business in the past 2-2.5 years. I had a baby and purchased a lot of large baby items (crib, travel system, playpen, swing, etc.) and I always buy my sons diapers there.

Business

Response:

Please be advised, as a onetime accommodation I have refunded the consumers order ([redacted]) in full ($32.05) and the consumer is not required to return any of the items. Also I will be sending the consumer a $10 e gift card to the email address referenced above.

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,