Toys R Us

Review: Part of their Rewards R uS. I made a purchase online and wanted to use 2 $5 R us rewards towards my purchase. When I went to put the second code in it wouldnt let me use either stating if using one promotion it will cancel out the other. Needless to say I couldnt use any of the $5s towards my purchase resulting is the lost $10 towards purchases. Weird I can use more than one in the a store but cant enter more than one onlineDesired Settlement: I want either $10 in a check for the rewards r us that I couldnt use towards my purchase or another $10 r us rewards to use towards my next purchase

Business

Response:

Please be advised, we will be sending the consumer a gift card (#[redacted]) in the amount of $10.00. This card can be used on line and in stores. We are taking no further action on this complaint.

Executive Guest Relations

Ref# [redacted]

Consumer

Response:

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

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

Regards,

Review: I purchased a Rocker ottoman combo on August 31 and immediately when I checked my email receipt I realized that I was charged the wrong amount for shipping. I immediately called the company within 10 minutes of the item being ordered to cancel the order but was told that I couldn't and the order had already gone through. Instead of getting charged around $97 for normal shipping I was charged $368.65 for next day shipping that I never selected and only showed up in the email receipt. This item was going to be a gift for my pregnant wife so I didn't want to have to send it back and reorder it which would have got me a full refund so the company said they would split the cost of the shipping and they would refund back to my checking account the amount of $184.33. I realized that they never refunded me the money so I contacted the company and they finally told me that the money would be refunded back to me on a gift card because the original purchase was partially paid for with a gift card. I am upset because originally they took the money out of my account that I didn't have in there and caused a $29 dollar overdraft fee that I am not getting reimbursed. Secondly because if I would have known I was getting the money back on a gift card I would have just returned the Item and got a full refund including shipping and would have bought it again with the correct shipping that was less then $100. This is the email with all the information: 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] Credit for returned item(s): Subtotal:$0.00 Total Credit: $184.33 Please 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 daysDesired Settlement: In all honesty I am very frustrated and would like to be refunded the entire shipping charge of $368.65 plus the $29 overdraft fee because all of this was caused by some computer problem on there end and there inability to cancel the order right away. I have spent at least 3 hours on the phone with them talking to countless people trying to resolve this issue. I would at least like to be refunded the $184.33 in a check or deposited back to my checking account like I was told on the phone at the minimum. I am a good customer and my wife and I had our entire baby registry through them and this is not the way a costumer should be treated.

Review: Our Babies R Us registry has been a nightmare from the very beginning; less than half of the items purchased were taken off our registry, roughly 15 items on the registry were not available and we were not notified in any way, several items were deleted off of our registry instead of being marked as purchased (this also leads to us not receiving the promised rewards points) , and one of our guests was yelled at over the phone and called irresponsible when she bought an item off the registry (and had it scanned at the register), got home and realized it was not marked as purchased and then called the store to notify them. All we wanted was to purchase the last 2 items on our registry that we really needed and be done with the whole thing. Because the baby monitor we wanted was unavailable at the time of our shower one of our guests purchased another monitor. When the original one became available again I tried to exchange the one we got for the one on my registry. They refused to do this as the one on the registry was only online so we were given a gift card. I ordered the last 2 registry items and used this gift card. One item was shipped and I received it in the specified time frame. The monitor has been marked (and still is) "in stock" and specifies it will ship within 2 business days. This has been the status since 9/28. No further notification was ever sent. When I called today (10/7) re the status I was told this item was no longer available and would never ship and that the money was still on the gift card. Why would I keep a gift card I believed I had spent? I would not have returned the original monitor if the one I wanted had not been available. This monitor was one of the main reasons we choose Babies R Us over Buy Buy Baby. All I want is this monitor and to never deal with Babies R Us again. Babies R US has nothing even remotely comparable to the Snuza monitor we need. I am due any day and and now because of Babies R US we are without a monitor.Desired Settlement: What I really want is the monitor I originally ordered. Even after all this my order (#[redacted]) is still showing as open, in stock, and pending shipment when I look it up on the Babies R US website. As I was told by the customer service rep (who put me on hold 7 times in a 30 minutes call) this will never be in stock and I will not be able to get this even if I wait. I want this monitor, the one I picked on my registry and ordered twice now. If I can't buy it from Babies R US I want a refund of the money left on the gift cards. I DO NOT want reissued gift cards. I was told this order was in stock and would ship and then no further notifications were ever sent. If you will not honor that then I should have the option to purchase the monitor from another store. This is money our family and friends meant us to have for our baby. We tried to spend it at your store and you refuse to ship what we want. We want the money back to purchase it 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. I can be reached Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at ###-###-#### or by emailing [redacted].

Worst customer service ever. I was at Toys R Us in Framingham, MA on 12/17/15 and purchased an Easy Bake Oven. After I made my purchase, I happened to look on-line to see what other 'accessories' were available . On-line, I noticed that the same oven I just purchased at the store was $20 cheaper on-line! I walked back in to the store and showed it to the very nice young man at the customer service desk. He looked at my phone to verify the less expensive oven, and explained that he would give me the discounted price. Yet, because it was a $20 difference in price, he needed to get 'a manager'. The rude manager came over, looked at my phone which showed the cheaper oven, and said that "no, we can not honor that and give you the less expensive price, because it says the easy bake oven is out of stock on-line". I explained that I drove here, purchased the product, so it is really not out of stock. He then went on to say that the on-line Toys R us is a different company than the retail Toys R Us. Really? I beg to differ. If this is really their policy, they just lost another customer.

Review: This is a complaint about my Endless Rewards (something you earn off of your baby registry) I have made over 10 phone calls about not receiving my electronic gift card for over $150. I have given 2 different emails for them to try, checked my spam etc. All they say is oh sorry that you didnt receive lets try again but will not tell me when it was sent. I have talked to 2 managers as well. I made a call on 2/19 and they stated they would send a physical card in the mail and to allow 6-9 days. It has been well over so I called again today, 3/8 and they cant tell me when it was sent but I have yet to receive it. They are suppose to send another one out in 6-9 days but given my past experience I probably will not receive this one either.Desired Settlement: I want to receive the gift card by [redacted] or [redacted] that I have to sign for and a timely matter. This has been going on for close to a year! It would be nice to possibly receive some sort of compensation or additional gift card since I have to take my time away from work or my children to make these numerous phone calls and no end result.

Thank You

Business

Response:

Please have the consumer provide their registry number and Rewards number to better assist. Thanks, Vanesa Executive Customer Service

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have received the gift card but they should know for future that theh could handle things better and efficiently

Regards,

Review: I have placed 3 orders in the last 2 days n they keep getting cancelled. Supervisors cant help tell me that corporate has t handle it cause 1 supervisor tried to help. they told me to contact my credit card company which I did n then used another card n that order was canceled !! very disappointed with them already posted on [redacted] about how the stink !!Desired Settlement: want my items which some of the items on this list had to b reordered so thats y they r coming up double. I only want 1 of each. I spoke to a manager reference # [redacted] told me I would get prices(joshua) next day after replacing order don said he couldn't help n I would have to deal with corporate cause he couldnt help

Business

Response:

Consumer was contacted on 12/4/2015 to place new order and price match the items from the original order. We will consider this matter closed. Thanks, Vanesa V[redacted] Executive Customer Service

Consumer

Response:

Prices were NOT correct a Xbox game was suppose to be 8.99 n I was charged 28.99. I ordered from them again and boxes for toys were opened and damaged !!

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

Please be advised we processed a $20 credit on the consumers order and she will need to provide the items damaged on the new order to further assist. Thanks, VANESAExecutive Customer Service

Review: I placed 20 orders on toysrus.com and purchased 120 of "Infant Banana Training Toothbrush", and paid 720$ for all of those. Items hiped to my friend in US and then transfer to me in China. When I got them. I find toysrus send me wrong items. Them send me "toddlers training brush", It's for 1 Year and up toddlers but not for infant, and the style is quite different. I have contact toysrus customer service. Them ask me to return the wrong items first and then them can ship the right item to me. But toysrus will not pay the shiping fee for return the items from China to them warehouse. To return the items back from China and ship the right items again will take expensive shipping fee. It's Toysrus.com's wrong, should not pay by me. --- order list in toysrus: 7619800029 , 7618575909 ,7619632959 ,7619612799 ,7619399309 ,7619196929 ,7619475049 ,7619384079 ,7619633289 ,7619378039 7627810419 , 7627804969 ,7627733029 ,7627805999 ,7627751739 ,7627639619 ,7627495579 ,7627812459 ,7627739319 ,7627804379Desired Settlement: I hope toysrus can pay for the shipping fee. To return back wrong items and shipping again to china will take about 200$.

Business

Response:

Please be advised we are unable to accommodate the consumer’s request. We would only supply the consumer with return shipping labels for the address used as the recipient in the United States. We are taking no further action on this complaint.

Business

Response:

Please be advised we are unable to accommodate the consumer’s request. We will supply the consumer with return shipping labels for the address used as the recipient in the United States. Upon return of the items we will issue a full refund.

Consumer

Response:

[redacted]

The business has send email to me them will send refund to me. This resolution is satisfactory to me.

Review: I purchased a carseat with the BabiesRus Replacement Plan and I was told that if I needed to have the car seat replacement I would be given a gift card for the original price of the item, which was 229.99. I purchased the item on sale for 159.99. However I was charged for a Replacement Plan for 200.00-299.99 (the original price of the carseat). I called to have my item replaced and I was told that they would only be sending me the purchase price of the item, plus sales tax. When I questioned the representative about this he apologized that I had been misinformed at the store however that was not the policy. Why was a charged for the wrong protection plan. Everytime I buy a large ticket item at babiesrus they offer the Replacement plan but they do not say that it is only for the purchase price and I have been to several different stores that claim the same thing.Desired Settlement: I would like for BabiesRUs to honor their replacment plan policy and give me the 229.99 based on the replacement plan that I paid for.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. Our manager from BRU store #[redacted] has made arrangements to have the car seat replaced.

Sincerely,

Executive Guest Services

REF# [redacted]

Review: I purchase one electronic Dave from Toys R Us @ [redacted]. During the week of my purchase, they are having a promotion of getting a free [redacted] movie ticket with any purchase over 29.99 on Despicable Me 2. I received one [redacted] card with the purchase. When I tried to used the [redacted] card, the customer service representative told me that the card is not actitivated. And asked me to return to Toys R Us for activation.

I went back to the Toys R Us and the guest service representative told me that the card I received were not the proper card they shall be giving out. And she stated that they never have received the corrected gift card in that store.

I am totally disappointed about what they did. It wasted my time to go to the threater with the non-activated card. and it wasted my time to go back to the Toys R us again for "activation". No activation has been done. It wasted my gas to do the traveling. This is totally not acceptable.Desired Settlement: In return of all the time and money I wasted, I am looking for replacement of the [redacted] gift card I shall receive.

I am looking forward Toys R Us to send me the two [redacted] Gift cards in return of my lost.

Business

Response:

Please be advised we are unable to replace the [redacted] movie ticket. However, we would like to send you a Toys R Us $20.00 gift card ‘[redacted]” along with our apologies.

Sincerely,

Executive Guest Services

REF# [redacted]

Review: My daughter received a tablet for Christmas bought by my mom at Toys R Us. The day we got it, we plugged it in and everything seemed fine. She was able to play it while it appeared to be charging and she was happy. The next day she went to take it off the charger and it didn't charge. We then moved the tablet to another location thinking the outlet was bad. We got the same the results. We then went to Toys R Us to use a gift card taking the tablet with us. When we went to checkout we asked the male associate what could we do about the tablet not charging. He told us that we should bring it back with the charger since we didn't have the charger with us. He said we could either do an even exchange for the tablet or store credit towards something else. I told him I would want to even exchange since my daughter loved it and has been asking about it. We took the tablet, charger, & manual into the store tonight and received a completely different answer. We were told they could not do anything to help us since it is over 15 days old even though we had the receipt. The lady who was attempting to help walkie talkied the manager to come up and assist us which would not come up. Instead we got a very rude associate who dismissed anything we had to say. I then went to the car and called their corporate number who told me the same thing about 15 days & asked about a warranty on the product. When bought by my mother who I was with at the time of purchase, was never offered a warranty so she told us there was nothing more to do but call the manufacturer. When I called the manufacturer I was told to the store I bought it at. No resolution.Desired Settlement: I would like to do an even exchange with the product and buy a warranty so I don't have to go through this again.

Business

Response:

I’m sorry we could not speak directly this morning when I called you at the telephone number listed above, ###-###-####. Pursuant to my voice mail message, I have contacted the [redacted] PA Toys “R” Us and spoke with the Manager on Duty, [redacted]. The store would be happy to accommodate you with an even exchange or a store credit for the purchase price. Please do not hesitate to contact me directly if I can be of further assistance. I can be reached Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at ###-###-#### or by emailing [redacted].

Executive Guest Relations

Ref# [redacted]

Consumer

Response:

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

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

Regards,

Review: I found a crib that I really wanted to get. The sale price was $20. I called the store in [redacted]. I was told that their company does not actually "ship to store" as it says on their website. I was advised to call the 1800 number. I called and asked to speak to a supervisor, as the original girl was anything but helpful. The supervisor looked up every crib that they had advertised on their website, only to tell me that they had zero in stock across the board nationwide. I specifically wanted the crib that turns into the toddler bed. I was told repeatedly that they didn't have any of the (sale) cribs listed on their website, in any of the stores. This is false advertisement. I was even willing to pay to have it shipped if they could find any of the cribs on sale and still they had none. HOURS after talking to them and watching the list of complaints build up on their site, they still had all of the cribs listed on their website. I want a raincheck for that crib, I was told that they would be getting them back in stock but they would go back to being full price. This is so upsetting because I literally spent HOURS talking to these people on the phone (not to mention how long I was on hold), and the only thing I was offered was free shipping on a full price crib. As much as I appreciate that nice gesture, they were already offering free shipping on items over $49 so I wouldn't have needed her help for that regardless. No where on the site did it say "while supplies last" and I'm very upset.Desired Settlement: I would like to have a raincheck on the $20 crib. They advertised it on their website and it was impossible to get. If it's not the same exact crib that's fine. I would like for them to match their own price with a similar crib that turns into a toddler bed. I don't feel that I'm being unreasonable, I was horrified of their lack of customer service. They really seemed to get everyone's hopes up (especially mine) for not reason. I have a 1 year old daughter that I have shopped for in your store since before she was born. I'm due with my next child in June. I would love for someone to make things right or you'll be losing a very loyal customer.

Business

Response:

We are very sorry for the inconvenience and apologize for any confusion and/or misinformation. However, the offer you saw was a special clearance event with limited quantities available, and the cribs that were part of this offer sold quickly.

We value your feedback and would like to thank you for taking the time to let us know of your situation. We will like to offer 10% off the next web order placed for the inconvenience as well as free shipping on the order. Please reference your case number [redacted] when you call in to use your discount accordingly.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The response they claim here is not the same response they sent me via email after my complaint was filed with Revdex.com. They falsely advertised the cribs and I want one of the cribs that turn into a toddler bed for the $20 price. I have the following email FROM Toys R Us and this is what they wrote to me.

Dear [redacted]

Thank you for contacting the "R" Us family regarding our promotional offer on the cribs.

We are sorry, but due to our website glitches, those where not real promotions. So we are not able to honor any of those prices.

Again, we apologize for any disappointment that you may have experienced in this regard. I would like to give you 20% off your next future purchase for any inconvenience this may have cause you.

If you have any further questions or concerns, please feel free to contact us at either of the numbers listed below and we will be happy to assist you.

Thank you again, [redacted] for contacting the "R" Us family. We value your business and look forward to serving you in the future!

Sincerely,

Guest Service Team

Available 24 hours a day, 7 days a week!

---------------------------

This is terrible customer service. I have attached the screen shot of the cribs with the prices. I just want what was advertised, offering me 10% or 20% off is definitely not going to convince me to return as a customer.

Regards,

[email protected]

Review: In Feb 2013 I created a baby registry with Babies r' Us. Although I did not register for it, they added a "VIB" option for people to contribute to. Only one did and it appeared to be a "credit" for my registry. I initially lost the card and did not understand it was linked to this service. I called in March to have a new card issued, it never arrived. I called back and was told they had processed it incorrectly but it would be put through some type of resolution team. Several weeks later I received nothing. I called again, there was a new problem and they had not processed correctly. I made another request. Then it happened again. Some issue, no card. Finally I got them to send me the card. I tried to use it in June only to find it was only for diapers, food and formula. This was on the site but the card was made to appear to be like a 'credit' so neither myself or the gifter was aware. I thought okay, I will come back later and use it for the acceptable items. In October I tried to use it at the store. Nope, there was a system issue and they could not use VIB cards that day. I tried again a few weeks ago and ran into the same issue, system issues. We had to again pay in cash. This time I told them I would going to file a complaint. I was told that the manager would put in a request with their resolution service again. I would get a call back next week and she would credit back our credit card the amount of the card. None of this happened three weeks later. I called Babies R Us today and was told they would not help me. I had to call the store manager. The store manager told me they will not help me I have to call Babies R Us. I feel Babies R Us is making it impossible to obtain the money they acquired. In the store I was told by the cashier that this is a new program and they have had many problems. I think Babies R Us is being deceptive in knowing this program has issues but making consumers jump through hoops to get their money back in hopes it goes away.Desired Settlement: The card is a small amount, only $55. I want the amount sent to me and I want out of this card which has zero value when I attempt to use it.

Business

Response:

Connected guest and District Manager to arrange a time and date for guest to return to store to be accommodated with a credit for the guest purchase as well as the gift card. The guest has been sent a gift card valued for $110 to be taken into the store to receive cash back.

Review: Hello,

I purchased a new backpack for my daughter in [redacted] KY on 7/28 for the new academic year. She started school on September 3 and loved her new backpack. Last night, when I was picking her up, I saw that one of the shoulder straps ripped - she used it for only 2 days! She is only 2 and is in a day care, she does not carry anything heavy, and it is absolutely unacceptable that it only lasted 2 days. I already marked it with her name and cannot return it. As I said - it is unacceptable that it only lasted 2 days. Please advise.

Receipt info: [redacted] 04:44pm. I have my receipt and can provide that receipt info if needed.

I contacted the company on 9/6 and on 9/23 - no response. I have copies of my emails.

Thank you [redacted]Desired Settlement: I would like to receive a refund for that purchase in the amount of $14.99. I would also appreciate a coupon or some other form of apology for such a terrible customer service.

Business

Response:

Please be advised, we will be sending the consumer a $25.00 merchandise credit gift card (# [redacted]) to cover the cost of replacing the backpack. The consumer is not required to return the damaged item.

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,

I will never shop there again. I ordered lego item. Was in stock in store and online even after couple of day after the order, but only 5 days later got cancel order email. You wonder why as big as Toys R us don't have inventory checking system. I also used my rewards and they can only reinstate it for 14 days. I know I don't buy from them often, but I don't want to do it at all now. Called CS and they offered 20% off instead of $20 off in the original item. I had similar things at [redacted], but they made sure I would come back by giving me 50% on higher priced item.
ps Their prices are always inflated at least $5-$10 per item compare to [redacted] and other store.

Review: After my debit card was fraudulently used by someone else at a Toys R Us store I contacted my bak and the corporate office. My bank informed me since the charge was still pending Toys R Us could easily stop the charge from going through. They refused and are allowing over $400 to be withdrawn from my account. They could have prevented this inconvenience with 1 faxed letter to my bank.Desired Settlement: Two charges were made to my account, $291.13 and $119.74 on August 25, 2015 at store #6423. I would like those charges reversed immediately.

Business

Response:

Please be advised the consumer mentioned his debit card was compromised and states there were fraudulent transactions. We are unable to remove these charges as the consumer must file a police report and the police will deal directly with the store involved. I spoke to the consumer on 8/26/2015 an informed him of such. We will consider this matter closed.Thanks, Vanesa V[redacted]Coordinator, Executive Guest Services [redacted]

Review: Went to the [redacted] store looking for a swingset that was in the ad and stating the sale started Nov 27th at 7:00 am when we arrived the manager of the store informed us they started selling this item the sunday before and had none left and could not get them. I have talked to headquarters customer service several times and have not been able to get and resolve to get this item. I believe this is false advertisingDesired Settlement: I would like this swingset for the price listed

Business

Response:

Please be advised we have forwarded the consumers information to their local store to attempt to accommodate the consumers request. Please keep in mind this is a very popular item that was sold as supplies last. Thanks, Vanesa V[redacted]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.]

The local store called me and did supply the item at the cost listed in the add so at this point I am satisfied.

Regards,

Review: On 12/19/2014 at 2.22pm I ordered an [redacted] for my grandson for Christmas. The shipping time was stated 2-5 business days. On 12/23/2015 at 9am I recieved a email stating that my order was just shipped and it would be delivered in 3-8 business days. I spoke to a customer service person on 12/23/2014. She was very polite but she did not address my situation to my satisfaction. I requested a supervisor but amazingly none were available at that time. I had purchased a pink tablet for my grand daughter at the local toys r us store. The blue tablet was out of stock, so I ordered it on line. Christmas is tomorrow and now I have to explain to a six year old why his cousin has her gift but he didn't get one. If toys r us cannot honor their shipping commitments,they should notify the customer in a timely matter.Desired Settlement: As stated above. The store should inform customers timely of their inability to meet their commitments.

Business

Response:

Please be advised I have reached out directly to the consumer to further assist as I can not locate an order for the consumer. Thanks, [redacted]Coordinator, Executive Guest Services[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I forwarded the order number on 01/16/2015 at 5:35am

Regards,

Business

Response:

Please be advised we are contacting the consumer on 1/30/2015. We will provide a resolution. Thanks, [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 made an order at toys r us .com my order number ip was [redacted] I purchased a dresser that they had for 55.00 they were going to ship it to my [redacted] Babiesrus for free since they do ship to store. My location was available for that service. I completed my order later on that day they cancelled my order. I don't see why but the fishy part was it was not because they had no inventory bc I tried to order it later and it was available if u ship to your home if you would pay 99.00 for shipping when in my order it was to be shipped to local store for free and I would pick up from their. I emailed the company of giving me a similar product for same price. They did not reply with answer to my question what they put was a generect message to just keep checking their site but their was no warranty and they will not honor the sale price. I'm really frustrated because they are making people waste their time and send you a order acknowlgent but I bet when the item goes to reg price they will not honor. They have done this to many people also I have gone to their FB and it seems like all of this business is just letting people down with similar fraud. I have waited on the phone for a long time and I have no more patience something need to be done. Like I said funny how u go back and try to re order it's still available but they want u to pay for shipping when my order was sop pose to pick up in store,Desired Settlement: I want my order to be completed as promised, I want them to stop doing this to customers. I would like my dresser or a similar dresser with same features and quality and brand if they don't have mine in stock anymore for the same price and to be delivered at no charge for the inconvenience.

Business

Response:

We are very sorry for the inconvenience and apologize for any confusion and/or misinformation. However, the offer the consumer references was a special clearance event with limited quantities available, and the items that were part of this offer sold quickly.

Cathie D’Eramo

Executive Guest Services

Ref# [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I don't believe that a company should be able to post a then not honor it. I know for a fact that what u are saying that u ran out was true bc like me many other people put in oreder s for all kinds of items and people would go thru process and then u guys cancelled the order, but some people got called if they wanted to pay more their order would be fulfilled. In my case what u did after u cancelled my order was say Oswell, but like I said in the beg later on that day u still had it for sale for the same price but if I wanted it I would have to pay shipping when as u can see u had free shipping to store why would I pay for shipping. Like I said I'm a good customer I purcgphase way too much from your company and I would like to be offered another product of the same features and quality for the same price and free shipping for the inconvenience and to make sure this never happens again to me like many other customers that if u refer to your reviews,FB and social network u can see that your business practices are unacceptable and we the customers deserve what we were purchasing or at least have an option in the same apples fir apples and as a customer should decide if we want the other product . But it should be equal in every aspect and for the sale price we were promised.

Regards,

Business

Response:

Please be advised we are in the process of resolving this complaint directly with the consumer.

Dear [redacted]

It was a pleasure speaking with you this afternoon and am looking forward to working with you on an acceptable resolution to your complaint. I can be reached Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at [redacted] or by emailing [redacted]

Executive Guest Services

Ref# [redacted]

Review: Complaint Reference #[redacted] Ordered: 12/6/2013 Address Changed: 12/6/2013 Shipped: 12/9/2013 The order was placed off of a Baby Registry. It was brought to my attention that the address attached to the registry was not correct. The registrant had recently relocated from one street address to another within the same city. I called Friday, December 6 at approximate an hour after the order was placed to correct the address. Cassie put an urgent note into the system. I called Monday, December 9 and was told that the package had not left the warehouse and the urgent note was still in the system. I called this morning, Tuesday, December 10, when I saw that the package had shipped, to make sure that it had the correct address that was provided on Friday. They had the [redacted] address. The representative called UPS and was told the warehouse had put a restriction on who could change the delivery address. She contacted the warehouse, who was supposed to call me back. I called at 1:30 to check-in again because I had not heard from the warehouse. I was told that the warehouse did not have the authority to change the address either. I called UPS, who said that the shipper, Toys-R-Us, had to change the address. I called Toys-R-Us and spoke to a supervisor. ([redacted]) She told me that nothing could be done. I purchased the item and had it incorrectly shipped. It was not the responsibility of Toys-R-Us. I reminded her that she had the correction within an hour of the order and three days prior to the shipment of the package. She continued to openly blame me. (Although, because of the nature of the registry, the address was blocked from my view.) I called UPS again and the package has the incorrect weight and will not ship until proper payment has been received. I cannot make any changes or request customer pick-up.Desired Settlement: I desire that the package be delivered to the correct address without additional payment or delay. Toys-R-Us had the correct information and ensured me that it would be taken care of. They have failed to do so. All representatives were very helpful and sincere. The supervisor was rude and not helpful at all. The package continues to be held by UPS until proper payment is received from Toys-R-Us per the weight of the package.

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.

This complaint has been resolved by the complainant.

Complaint #[redacted]

Thank you,

Regards,

Review: I made an order with ToysRus.com (Order # [redacted]) and I have received everything that I ordered except for one item (Item # [redacted]) When I got the package with the rest of the stuff I ordered there was an error note inside stating that there was not enough of the item to fill the order with no other details include such as if it would be shipped at a later date or if I would be getting a refund, by the way they are still selling said item on their website as "in stock" I emailed them about this issue but I have not gotten a responseDesired Settlement: I would like some type of communication on this issue rather than just being left to wonder, also please reply to you e-mails that could have saved me the time on filling out this report. Now I understand why you sent me junk ads with my order looks like this company is starting to go under, I know I will not be shopping with this company ever again.

Business

Response:

Please be advised we have resolved this complaint directly with the consumer. On 12/19/2013 we issued a credit in the amount of $7.43 back to the original form of tender used on order # [redacted]

Executive Guest Services

Ref# [redacted]