Complain about a product or service

Toys R Us - Gift Cards

Stacey of Jackson TN (12/27/08)
On December 14th, I went into the Jackson, Tennessee store to purchase a 30.00 gift card. The cashier informed me the first transation did not go through, she asked me to swipe my credit card again. On December 26th I received my credit card statement to find out I had been charged twice for the gift card. I went to the store with my receipt and was informed by the manager that the cashier had placed 60.00 on the gift card, and there was nothing he could do. I called the Toys R Us customer service they informed me to contact the the child I sent the card to ask for the additional 30.00 since they used the card on December 19th. Then he hung up on me. I thought this was poor customer service and they took no fault for the cashier's mistake. I will never shop with Toys R Us again!.

The gift card was purchased for a child who mother is very ill. I just wanted to do something nice for the family. For Toys R Us to recommend I contact the family to have them return the additional monies placed on the card was very unprofessional. They took no responsiblity for their mistake regarding this situation. I will never shop with them again.

Lisa of Chapin, SC November 17, 2008

Had a coupon to spend 75 and receive a free 10 gift card. Went to use the gift card about 3 weeks later, had a 0.o balance. I had not used the card, no had anyone else. I called toys r us, transferred 4 times, on hold 30+ minutes, hung up. Called back to register a complaint and put on hold again!!! Lousy service.

Denise of Hanover Township, PA November 6, 2008

Denise of Hanover Township PA (11/06/08)
Toys R Us had a coupon in saying 10 off a purchase of 75 or more but then you spend more than 75 and they say you have to use the 10 gift card at your next visit so in actuality, you are spending more than 75 to get the 10 off something and have to go to the store twice. I feel this coupon was false advertising and I refused to buy the one item I had. I went to Walmart and got it 10 cheaper than Toys R Us anyway and didn't need their 10 off gift card.

Michael of Washington, DC October 3, 2008

Michael of Washington DC (10/03/08)
I ordered a 250 gift card for my daughter and son-in-law who are soon to have twins. The gift card is to be used to purchase a crib.

The gift card was purchased on Sept 4th. It arrived on Sept. 24th. Beginning on September 23rd I called Toys R Us Customer Service. I was bounced from person to person with no one being able to give me advice. Everyone in authority is in a meeting. It took ten days to receive a call back. Hi said the perky voice, Is everything OK? This is not the world class customer service that they advertise. Please spread the word. Maybe public ridicule will encourage this dot.com to improve its service. Thank you.

Judy of San Jose, CA May 6, 2008

Judy of San Jose CA (05/06/08)
My daughter won 5 20 gift cards from a school fundraiser. We forgot about it and after a year used it. The balance was only 75. The clerk showed us the back of the card, which read that a monthly 2.50 administrative fee for dormant accounts is deducted from the balance for nonuse, which is void in CA. He suggested I contact the company to reinstate the difference. The store was not able to honor the full amount. Embarrassed and inconvenienced.

Susan of Derry, NH April 26, 2008

Susan of Derry NH (04/26/08)
My sister in law purchased Three 35 gift cards online at Christmas time (07), and mailed them to us in NH. We used the first 2 in january and in February 08.

We were just at the store in NH, trying to use the final one for my 7 year old (for a 60 purchase) and were told there was a ZERO BALANCE!!!! The sales associate in NH told us there has been some fraudulent useage of gift cards and gave us the 800 number to call to fix this.

I called customer service and was told that someone used the card in Paramus, NJ and that they will get back to me after investigating this. They supposedly can use cameras from February to show whomever used the card. I also called the Store Manager of the Paramus, NJ store (Rich, who was very helpful!) to alert him, and he is forwarding this to his Loss prevention department at Corporate. He mentioned that someone would have had to swipe the actual card for it to go to a zero balance. Loss prevention can show which register was used and by whom. I am hopeful that this will be resolved favorably for us!

My son is very upset and so are we.

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