Complain about a product or service

Toys R Us - Gift Cards

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.

Holly of Sacramento, CA April 5, 2008

Holly of Sacramento CA (04/05/08)
My mother ordered a 200 gift card online from Toys R Us and had it mailed to me. I went to the store, picked out my items and when I got to the cashier I was horrified to learn there was a 0 balance on the card! Toys R Us customer service said that the card has been used online before I even received the card! We have spent over a month now trying to get this resolved. There is obviously some kind of fraud going on within the company and they are not being proactive to prevent it or even apologizing to customers!

The gift card was useless, it had a zero balance so I had to pay for the items out of my own pocket.

Dawn of Watertown, CT March 6, 2008

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