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Toys R Us - Buyer Protection Plan

Lady of Milton Keynes Buckinghams OTHER (05/15/08)
I bought my son an Acer computer on Christmas 2007. It has the standard year's warranty. The screen split inside and returned it to ToysRUs where I bought along with the box etc and receipt. The manager James has attitude, he told me that it is not their fault and a pen must have done it! I said that is a blunt instrument therefore it would have punctured on the outside. I felt his prejudice and attitude toward me indicated that the computer would be returned without being fixed.

It was sent off to their quality control department and was given a slip of paper. I was told it would be 2 weeks hence. However, after 4 weeks I went into the store only to find that it was still not returned. When it was returned about 4 days after that nothing was repaired and I told James that it is a long time to wait for nothing. He did not apologise and just gave me the computer back.

The screen inside the Acer laptop is still split and ToysRUs would not send it to the manufacturer? They told me that I would have to do it myself and pay for it myself! Please note that this is under English law.

Terry of Kapolei, HI May 13, 2008

Terry of Kapolei HI (05/13/08)
I purchased an Intex swimming pool from Toys r us 11 months ago. I was asked to purchase a protection plan. I did. Within a day I registered it with the phone number provided. The told me at that time, if I have any problems with the pool, fax them my receipt and it would be taken care of. It is now 11 months later I am having a problem with the hose and the pool, but the protection company said they can't do anything until the warranty expires with the pool manufacturer. Intex (the pool manufacturer) does not cover anything but the motor.

Toys r us buyer protection company tells me that they can't do anything until the one year manufacturer warranty is is up, even though Intex does not cover the items! Toys r us also states they wouldn't cover it because it is a pre-existing problem that happened to the pool before the year has ended.

This is quite a racket that Toys r us had sceamed up against their customers. I will NEVER purchase another protection program with them, and I will alert my friends of their racket. This kind of thing needs to end.

Shansie of Killeen, TX January 21, 2008

Shansie of Killeen TX (01/21/08)
Purchased the buyer protection program from Toys R Us for a PSP hand-held game that I purchased at the same time. The warranty included accidental damage. I called to implement the warranty and found out that a replacement game was not going to be shipped out, but only would send a gift card to be spent at Toys R Us for the amount of the system. They asked me to wait 5-10 business days for the mandatory weigh bill to be sent to me by email and regular mail. I waited and waited (calling back on 4 different occasions asking about and recreating case numbers). The weigh bill with the secret number never showed up either by email or regular mail.

It's been 26 days and counting. The customer service representatives at the call centers were pleasant, but the supervisors and the managers were less than. No one was willing to go the extra mile to see what the problem was or to expedite the shipping of the weigh bill. I was constantly being told to wait another 5-10 business days. The 'what ever' attitude is very apparent! The warranty department is trying my patience, and I feel that the purchase of the warranty was a waste of my money.

Tammy of Melbourne, FL December 31, 2007

Tammy of Melbourne FL (12/31/07)
Same experience as another person on your site: Purchased a Razor scooter with the buyer protection plan. It quit working. They would not replace it. They sent a label for us to send it to be replaced. After 4 different contacts to them we still have not received a replacement or a refund. So much for going to the store and exchanging it for a new one.

Toys R Us has some serious issues and should be responsible for all their customers' dissatisfactions! Or... maybe they do not need our business any longer.

Rechilda of Camarillo, CA October 4, 2007

Rechilda of Camarillo CA (10/04/07)
We bought the Xbox 360 and bought the buyer's protection. After a few months we had the xbox, it stopped working.  I called the Toys R Us to get it fixed. We were told that they were sending the free postage labels so we can send it to get it fixed. A few months pass edand we finally received the xbox back and figured that it was fixed. We were really disappointed that it was returned to us with the same problem and seemed that it was never fixed. Once again I called to let them know that the X-box is still broken. They informed me that they are sending another postage label so once again to be sent back to PSR (the company they that were supposedly having fix the xbox). First time it was sent to them it was on August  2006.  The second time we sent it was on July 19, 2007. Until now it has not been returned to us, and they are giving us the run around. It has been 7 months that they have had the xbox, and to this day I do not know what to do. Every week I would call Toys R Us to get an update on the Xbox. They have given me different excuses such as UPS could not find our house so it was sent back to PSR. I am at my wits' end and doubt I will be buying anymore electronics at Toys R Us. It has been a nightmare and lots of hassle.

Edward of Chamblee, GA May 1, 2007

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