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Challen of Mira Loma CA (08/24/08)
went to exchange a $20 toy for another $20. my daughter had already had the doll and was given the same doll as a birthday present from a friends mother. we were told that they had a new policy that they could not exchange with out a recite. then asked for my friends name and phone number to see if they could find the recite in the computer. after finding 260 matches they told me to bad that was to many hits and i would have to ask the other parent for the recite.well i left with the doll and i will be adding to future birthday invites please no gifts from toys r us WE DO NOT LIKE THE COUSTOMER SERIVCE!!!!
Kristie of Brandenburg KY (08/03/08)
My mother in law purchased a couple of the bumper boats for pool use from Toys R Us for my kids and after 5 minutes of use one of the boats stopped working. She checked the batteries first then took it back to Toys R Us WITH the receipt and was told that it wasn't their problem and she should have saved the box that it came in and that without the box, there wasn't anything that they could do about it.
We also had another incident with the Leapster Learning system products. The buyer protection plan was purchased on it and for the first couple of weeks it worked fine. The screen stopped working. Again we were told that nothing could be done about it. We have recently bought a razor scooter in May 2008 and the handle bars on it which are supposed to fold down will not do so. We bought the protection plan on it and I am sure we will have trouble with it as well.
Kelly of Nesconset NY (07/26/08)
When I went to the store to return a birthday gift given to my son, with the receipt, they would not accept it because it was past 90 days. Not even a merchandise credit was offered to me. This to me is crazy. I explained to the manager that this policy is unfair and not consumer friendly. It's hard enough to get out of the house some days with children, and now we are punished because it's not before 90 days! i will take my business elsewhere.
Donna of Staten Island NY (07/07/08)
Purchased a Pool on 6/6/08, was not happy with the product once I opened it and tried it. The pump was not working properly, yes the manufacture replaced it, then the liner tore and the pool was used once. All I wanted was store Credit not a refund and I was refused telling me their store policy was no returns if the pool was opened. How, would I know if I was happy with the product if I did not open it?
I asked were this policy was written. The manager pointed to a taped piece of paper on the cash register, which was not dated or look professional and it was not present at the time of purchase. Then he showed me the pool displays and it clearly indicates no returns (no mention of exchanges or credits). I said I am not looking for a return but a Store Credit. I was refused; I brought up another argument that the back of the receipt does not indicate any returns of pools or seasonal items if open.
I then spoke with an Annette ID 3139 at the Home Office. All she kept repeating was that was the store policy and did not care. I feel this was s very poor customer service and poor display of policy and play on the consumer intelligence. I am disgusted and angry with a store that capitalizes in toys and electronic sales for kids of all ages. I have spent thousands of dollars there.
It has cost me approximately $300.00 plus my childrens disappointment. Plus, due to the tear in the liner, damages my neighbors basement. I am truly disappointed as consumer!!!!!
Dan of Washington Township NJ (06/19/08)
My wife has purchased a swimming pool and Toys r Us refuses to accept the return. There were no notices in the store, nor on the receipt, that the item is non returnable. My wife searched on the internet for a pool. We've seen that Toys r Us carries several. Since we were not sure how it would look in our yard, we double checked that store policy on returns My wife then went to the store. She could not see the the pool on display, so she had to get a ticket and pay at the cashier. After the purchase, she had to go in the back of the store to pick up the pool. The box is v. heavy, so a store clerk loaded it for her in the back of the truck. Once home, we've set-up the pool. It looked much larger than in the picture. We found that it was too large for my 4 and 7 yrs old, even though in the pictures, the pool showed children playing, and the water was not reaching their navel. We decided to return the pool.
The store manager told my wife that Toy r Us doesn't accept returns on pools. He then stated that there was a piece of paper that was attached to the box stating this policy. As a customer, my wife could not even see the box until AFTER purchase. My wife informed him that there was no such paper on the box. At that point the manager gave my wife a piece of paper that stated the Toys r Us pool policy. The policy was not displayed in the store, nor does it agree with the exceptions listed at
The manager then asked some store associate to take a bunch of those printouts and stick them on the other pool boxes in stock. My wife returned home with the news. I have called Toys r Us corporate at (800)961-5984 and spoke with a customer service rep. After stating my case to her, she re-stated to me the Toys r Us non-returnable pools policy. I have underscored that we were not informed of this policy, at which point she pointed that there is a note on the box, printed by the manufacturer that pleads not to return the pool to the store, but contact the manufacturer instead. I have told her that I did contact the manufacturer, but they told us that they can't accept the pool since the item was not purchased from them.
The customer service was quite understanding and told me that a regional manager will call me in 3 to 5 business days. After 3 day, no calls from the regional manager, so I've called again customer service. After a similar dialog as with the first customer service rep, I was assured that a regional manager will call me within one day or two. Two days after, still no call. I've called again - the customer service rep that I've spoken with this time showed no understanding whatsoever. She told me that no regional manager will call me, and my only option is to write a letter to the CEO of Toys r Us.
We are left with an $800+ bill for a pool we don't want.
Dee of Baton Rouge LA (06/16/08)
I purchased a remote control bike for my grandson for his birthday. The toy is manufactured by ToysRUs under the name FastLane. Within 5 minutes of use, the toy malfunctioned. It was flimsy, had no power and the battery pack was loose so it kept stopping. I immediately packed the toy and went back to the store, receipt in hand.
They refused to give me a refund or offer a store credit. They did offer to give me another of the same toy. I had no desire for another of the same piece of junk.
I came home and called the ToysRUs 1800 customer service number. After many excuses and hold while I speak to my supervisor, I was told they would inquire of the manufacturer for a solution. I am waiting for a resolution within 5 days.
My grandson is here visiting from Thailand. This is his birthday gift. He will be leaving the USA before the 5 days elapse, with no gift from ToysRUS. It is hard to believe that a toy store has such terrible service.
Shivani of Guelph OTHER (04/26/08)
We lost our reciept but they were willing to give us a store credit. We bought the toy for $40 + tax but they were willing to give us only $28 store credit as the item went on sale the day we went to return the item. We were advised that we can not get the full credit back until 30 days after the sale is over and they cannot guarantee us if we will get any credit back after that time period or not.
Upon asking why they are willing to give us full value of the item back then(in 30 days after the sale is over) and not just now, the manager said its just their company policy. Basicilly they are inconvenicing us for something they can take care of now. Also they are not being upfront in telling us if they will accept the item back in 30 days.
Mercede of Wheatley Heights NY (03/08/08)
Christmas present (Leapster L-max) was bought on 9/11/07 because my mother lives in Las Vegas NV and she buys presents early instead of having them shipped. He opened it Christmas Eve. He played it continuously for until Dec 30th and it stopped working. We changed the batteries twice to ensure is was not the batteries and charged it on the charging dock. So we brought the system back to Toys R us on Jan 2/ 2008 to exchange it but they did not have any of the blue or boy Leapster L-max in stock and gave me names and locations of 3 other Toys R us in the area. None of the Toys R us had them in stock, and not one of the Toys R Us offered me a gift card, just told me to check back in periodically and suggested Tuesday is the day after they received shipments.
I have been doing that since January except when we were on vacation. Finally they have it in stock on the week of March 8 and I went to exchange the item and they would not exchange it because the computer would not except the date. Christine the manager (would not give me her last name) advised that I call 1 800 Toys R us, which I did and spoke w/ Mita employee # M49D and she could not do anything either. She said it was up to the store manager who had the capability of overriding the computer. I called back Toys R us and asked to speak with the manager and I waited on the phone for 20 min and did not hear from her.
A big waste of time and money ($250) that was put into that. I do not think it is fair to my son or myself for Toys R us making us have such a negative experience. They did not even try to help us rectify the situation, they honestly just made it worse. What makes me really mad is that I could not even buy my son a new one because they never had it in stock. I deeply frown upon Toys R us and will never shop there again. You would think such a big corporation could hire more competent managers that be willing to solve problems instead of create them.
$250.00 between the $180.00 for 6 games at $30 each, plus $37.00 Charging dock, and $36.00 Two cases (one carrying case and one backpack).
Leasi of Knoxville TN (03/06/08)
I bought Wii games for the children at Christmas. My 17 year old decided that she would rather have DDR than what I purchased. Receipt in hand, I head to TRU and hand then the new, unopened game with the receipt, go and get DDR and then come back to have them tell me that it has been been past time and they cannot exchange it. Mind you, I am going to pay quite a bit more for this new game versus what I paid for the original game, plus some books for DS easter basket. I didn't want a refund, only to exchange. They kept repeating the same thing and asked me if I wanted to go ahead and make my purchase. As if! I left and looked at the back of the receipt and no where does it say you can't exchange, only refund. Heck, it was over 45 days when I gave them their games.
I didn't purchase anything else, nor will I step foot and spend one dime in their store. I will also encourage my parents not to go there and shop.
Grant of Indianapolis IN (03/05/08)
On Nov. 6, 2007, I made a purchase of $67.77 from this Toys R Us location with my National City Visa Card. I paid this charge when my credit card bill came due. On Nov. 10, 2007, I returned some of that merchandise for a refund credit of $29.66. I have the receipt showing that my Visa Card was credited $29.66. That credit never showed up on my Visa card.
I contacted the Toys R Us location and was referred to their customer service dept. When I called Customer Service I was told that before they would do anything, I first needed to contact my bank, and if my bank couldn't help me, then Customer Service would elevate the issue. I contacted my bank and was told they never received the credit transaction. I called Toys R Us Customer Service and was told they would elevate and research the issue and get back in touch with me. That was back in November 2007. I have since contacted Customer Service more than 4 times and been told the same thing each time. Someone would research the issue and get back in touch with me. I have provided all the details of my transactions at least twice, and even faxed in copies of my receipt. I have never heard back from Customer Service. My last follow-up with them was today (3/5/08) and was again told someone would research my issue and get back to me, but it may take 3-5 business days.
I returned merchandise for which I was never reimbursed.
Andy of Pitman NJ (02/25/08)
We had a party for my son's 2nd birthday and of course we received toys in duplicate. The Toys R Us representatives informed us that since we did not have a receipt and were not given a gift receipt by our friends and family, that Toys R Us has a new policy where they refuse to give store credit. They made us feel like we stole the items. 3 other of my family members, including myself, worked for Toys R Us and I worked in Loss Prevention for another retailer and we will never shop at Toys R Us again.
Aimee of Glen Gardner NJ (02/23/08)
My 1 year old son recently had a birthday and received two of the same toy. With a gift receipt in hand I went to Toys R Us to return one of them which had been purchased 95 days prior. I was told that because it was past their 90-day return policy that I could not get money back or even a store credit (which is what I was looking for anyway). The store still carries the same item at the exact same price that was on the receipt. I was just hoping to exchange it for something else in the store so the money was staying there anyway.
Okay, so Toys R Us wins on the $40 toy, but the thousands of dollars I spend there every year on my children and our extended family will certainly be spent elsewhere.
Bob of Osage IA (02/17/08)
My wife purchased 3 nintendo DS's for Christmas. Two of the three work fine. She returned to the Rochester MN store only to find out they didn't have any to exchange it for, and couldn't get store credit. She was to check back to see if they get any in. That's fine, but the store is 75 miles away. A few weeks later I went to the Cedar Falls store (75 miles away also), and tried to exchange it. Yes they did have some to exchange it for, but NOW it's past the 45 day exchange period, so we can't exchange it. Had the first store had one we would have been OK. So now we have spent 6 hours driving time trying to return the DS without success. I did contact them on email but never heard back. Extremely poor customer service.
Jon of Spring TX (02/08/08)
I purchased 3 pogo sticks for gifts last Christmas. I had one small, two large. I wanted to EXCHANGE an unopened one and get the smaller pogo stick as my child cannot use the larger sticks. I was told I could not exchange the product and it is now sitting in the front seat of my car. I purchased numerous items from ToysRUs this year, and I can assure you my family of 6 will not frequent this retailer again.
Brian of Lobelville TN (01/21/08)
Like so many others we sought to return duplicate gifts that my nephew received for Christmas for an exchange, and like so many others were turned away. I know Christmas is about the birth of Christ, but all big Corporations care about is their money and how much interest it will draw. I believe it's time we boycott some of those operations that misrepresent there so-called family value status like ToysRus and Mattel, who manufactures some of this trash that they try to sell to our children, or send our jobs overseas to avoid our regulations and gain cheaper labor just to increase their profits. We, the working class, struggle to make those hard earned nickels and dimes that they steal from us by selling useless trash. I was stupid enough to think they care about children. Just know I will never cross their threshold again.
Natalie of Janesvile WI (01/20/08)
I purchased The Singing Machine Karaoke machine for my daughter for Xmas. Took it out of the box. After using it twice it decided to stop working correctly. I had the receipt and took it back to the store. They had NO replacements at all! They refused to credit my $106.00 back to my credit card and would only give me a store credit. They said the box cannot be opened. How am I supposed to know it doesn't work it I don't open it? I left extremely mad with a $106.00 store credit.
After that $106.00 is spent, I will never shop there again. I would rather drive to 3 different other stores to find something rather than shopping there again. That is HORRIBLE customer service. They are losing more money by losing customers!
Jennifer of Cherry Valley IL (01/06/08)
I really hope somebody is reading these complaints because I am steaming. My 3-year-old son received a train set for Christmas and was not given a gift receipt. Since I knew I was unable to get the receipt, I took the train in assuming I would get store credit. (I now understand the no cash back policy- but no exchanges, WHY? They get to keep their money?) I had three very rude employees state that there was nothing they could do, not even an exchange. I understand it is not their fault, they did not make the policy, but they were very short and very rude.
The manager then told me that they didn't even carry that particular train set any more. So, of course, I went to the train area, found the exact one, brought it up to customer service and said, "Oh, is this the one you no longer carry?" I was fuming. We have very large Christmas gatherings in my family with many children. After I told some of my adult relatives my experience, we have all decided not to shop at Toys R Us again.
We now have a $125 duplicate train set sitting in our basement. My son could get another gift, but instead was basically told, too bad.
Christy of Indianapolis IN (01/05/08)
I purchased a new Playstation 2 at Toys R Us. I went home and opened it. It had broken parts and appeared to be a used one. It was packaged as new. I immediately returned to the store to have it replaced with a new one. They refused and implied that I had put the used one in the box. I was treated like a criminal and treated extremely rudely. I had nothing to do with it and was treated like a criminal rather than the victim. I am a teacher, mother of 4, simply trying to buy my children a game system. I spent hours trying to get this resolved. They basically said...It was new when it left here.
IT WAS NOT! I should not have to deal with this problem. They should deal with SONY, not me. I am the consumer being taken advantage of....They are the store that sold the misrepresented product to me. I have spoken with Toys R Us customer service and Sony representatives who think they should have exchanged it. They should be worried that somewhere along the way the game system was switched--and not put the blame on me...the innocent consumer. All I wanted was for them to take responsibility and replace the system I bought (thinking it was new)!
$130.00
Gretta of Alexandria VA (01/03/08)
My daughter received 2 duplicate DVDs for Christmas WITHOUT a gift receipt. I went in to my Toys R Us and asked if I could do an exchange for these movies which I already had and they said no, not without a receipt. I didn't want any money back and the DVDs were unopened, but the Ass. Manager still refused to help me stating it was the store's policy. Well, that is the worst policy I have ever heard of. I will ask all my daughter's relatives, friends' parents and everyone I know NOT to shop at Toys R Us since making the customer happy is not their priority. Toys R Us has lost my business. The worst part about this is that Toys R Us has crushed any little local toy store. Even the Ass. Manager mocked me by saying if you don't shop here where are you going to shop? Thank goodness there's the internet.
Carol of Charleston SC (01/03/08)
My aunt in California sent a Christmas gift ($60) to my nephew in South Carolina (+$17 shipping). My nephew already had it. I tried to get store credit (with the reciept)and was refused. I was told because it was purchased with a credit card, the card holder must be present to refund or get store credit. The cashier suggested next time we should just buy Gift Cards.
As a result, my mother purchased a different toy for my nephew, and now at 74 years of age my mother is the proud owner of a Magnetix I-Coaster. This is the most heinous return policy I have ever found. And, the worst customer service. I wonder if this is a drive to get customers to purchase gift cards because we all know these cards are seldom used for the full card value (if they are not lost before use). Thereby the company, Toys R Us makes much more on the deal.
Lisa of Morganton NC (01/02/08)
A christmas gift was given to our chlid and it is defective. The strict return policy at Toys r us, which is outrageous, prohibits us from getting an exchange or return.This is so crazy that a toy store puts strict policy ABOVE a childs joy especially at Christmas time. We are sitting here with a broken toy and a little boy's broke heart.
Our son has only experienced three christmas' in his life of 8 years, he is adopted from Africa. This is just so upsetting that he cannot get a CHRISTMAS gift that works because of Toysrus!
M. of West Monroe LA (01/01/08)
My grand-daughter received a gift for Christmas that was not age appropriate. I took her to our local Toys R Us and just wanted to exchange it for another toy, of greater value I might add. The clerk at the return desk told me she could not do it. The manager on duty told me he could not let me exchange either but gave me an 800 number to call the corporate office.
I called and was told Toys R Us would not let me exchange the gift without a receipt. I very nicely explained my situation to her but she was not interested. I ask for her supervisor or manager and she told me she did not have one.
Alison of West Milford NJ (12/31/07)
I am filing a complaint regarding the Toys R Us return policy. My son received a duplicate gift for Christmas, and we were not given a receipt with this item. However, I knew it was purchased at Toys R Us. When I tried to return it to the store for store credit, I was told (very rudely) that no returns would be accepted without a receipt. The toy was unopened and when I asked why, I was told that this was their policy, it had been in effect for over 2 years, and they could not help me any further. This makes no sense and does not help the consumer.
I was looking for store credit so I could then purchase something else from their store. Instead, I was basically dismissed. Furthermore, the same company operates a completely different policy in another one of their banners. At Babies R Us, they will accept items back without a receipt as long as they carry that item in their store. This is consumer friendly, and helps their store as well. I've then used that credit to purchase additional items I did need, and often spent more than the credit amount.
Meagan of Luling LA (12/30/07)
We purchased an $80 Disney Fairy DVD player for our daughter for Christmas from Toys R Us. When we put a DVD in, the operating sounds from playing the DVD were so loud you could hear it over the TV volume. We researched online and read the many consumer complaints with the same problem. We immediately packaged it up and returned to the store with the receipt--the purchase was not even a week ago. The clerk said we could only get store credit, which was very disappointing because we knew we wanted to buy a completely different DVD player since they were all poorly designed. Since Toys R Us is not an electronics store, having the credit means we are forced to purchase an alternative player from their store with very limited variety of choice. I told the clerk how ridiculous the policy was, and she only responded with It's not MY policy," to which I replied, "Well, pass on the word that I won't be making any further purchases at Toys R Us."
This policy is an INSULT to consumers, and I hope Toys R Us goes out of business because of it. If we had known the policy was that strict, I would have never made the purchase there. A policy that strict needs to be made clearly aware to consumers BEFORE they make their purchase, not after on the back of the receipt when it's too late. I always thought there were laws to protect consumers from this very ordeal; I guess not.
Lindy of Wesley Chapel FL (12/27/07)
My son received two duplicate gifts for his birthday. When we went to exchange them for something else we were told absolutely not. Even though the sku numbers are proof that they were purchased there. This is the most non-customer friendly policy. We received an electronic toy from a grandparent for Christmas and the graphics and sound are terrible. We were going to return it, but the receipt says that electronic toys, if opened, can be exchanged for the same item only. Why would someone exchange something that is not a quality product for the exact same thing? We will no longer be buying from this company.
The economic impact is that we're out over $100 for a toy that we don't want or like. My one son received a great toy from Grandma and my other son is out a toy.
Rebecca of Gainesville FL (12/22/07)
I was told when we registered for baby gifts at Babies R Us, that the registry and store policies were the same at both places. A month ago I returned some duplicate items we had gotten as gifts for my son at Babies R Us; no problem; I was issued store credit. Today I went to return a duplicate toy that my son got for his first birthday--in an unopened-not damaged package--and was told, "We won't issue store credit without a receipt." When I asked when that policy changed, she said years ago. I then said I just returned something to Babies R Us, and they had no problem issuing store credit; she stated the policies of the two stores are different.
I would've gladly taken the store credit, and probably would've purchased something that cost more than the original item, but instead took my business somewhere else. Why tell new parents when they register for gifts that they are the same company? They are absolutely not the same company!
Rachel of Bixby OK (12/18/07)
My daughter received duplicate Leap Frog Word Whammer Fridge toy at her birthday party. They were both purchased at the local Toys R Us store. I did not want money back, I simply wanted a store credit. There was no point in having two of these items, and I didn't want the money spent by her friend to have gone to waste. I was not able to get a store credit, nor an even exchange, nor a refund. The store told me if I didn't have a gift receipt or receipt I could not do anything. I did not want to hurt our friends feelings by calling them and asking for a receipt, how rude that would be... The crazy thing is that the toy was in its original package UNOPENED and the display for the exact item was right next to the customer service desk. The store refused to help me. So, I left the store with the toy and our friends money went to waste because we already had this item... This policy is RIDICULOUS... I will never shop at TOYS R US again... I can go to Target or Walmart who are very willing to do exchanges if the item is in its original package. Again, it is not like I was asking for money, I just wanted a store credit which I would have spent in the store.. Sad that Toys R Us has this policy now.... Never again will I shop there.... And for the future birthday parties for my children, I will ask our friends/family, please no gifts from Toys r Us...
Waste of money
Stacy of Midway UT (12/15/07)
With my husband unemployed, we were the fortunate recipients of some generous gifts for our four children from neighbors in an anonymous sub-for-santa type package. Each of our four children received $30-$60 in toys from Toys R Us--including exclusives and toys with the Toy R Us logo printed right on them. Unfortunately, the toys were either not age appropriate or not something our children are interested in. No big deal, we'd just exchange them for something we knew they'd like. We did not expect money back and planned to use the full amount of store credit that same evening for their Christmas. Same story I'm reading here--no deal whatsoever with two unfriendly associates. Basically we were told no exchanges before Christmas.
I left in tears. And I'm in tears again. I will never shop there. We're left with useless expensive gifts from Santa and we cannot afford to get anything else. So Santa brings these gifts we know they won't like or won't even know what they are (and can't even open so we don't mess up the package), then take them after Christmas to exchange? Does that make any sense or provide good customer relations? Does Toys R Us expect to stay in business with this attitude towards customers?
Bob of Jericho NY (12/14/07)
They have a very bad attitude, they never want to take returns back. I will never shop there again. The store located is in Long Island, New York. The people are nasty and they just do not want you to return anything, and if you do they will not help you. I lost $500.00.
Mayra of Orlando FL (12/05/07)
My daughter turned one on October 4, 2007. She received an adorable outfit from Toys R Us as well as a set of duplicate blocks. I was told that Toys R Us and Babies R Us will no longer return items without a receipt, even if the item was specifically manufactured for Toys R Us.
The problem is that when you have a small child, you get duplicate gifts constantly. I have shopped almost exclusively here for the past two years. I'm furious that this store would treat its customers that way. It is ridiculous. I even have had problems with the Toys R Us/Babies R Us credit card. I never receive a bill. I've tried going online to check my account and it has been down 50% of the time, and I have been charged late fees even though I don't get a bill emailed to me. My sister in-law was told by a representative at their headquarters that if we go home and fill out a registry with the items we want to return, they will honor the return. How sad that customers like myself, who spend hundreds and hundreds of dollars in these stores have to jump through hoops and be pushed to alternative stores.
Michelle of Bremerton WA (12/05/07)
I had bought two barbie rooms for $60 each and then on Thanksgiving discovered they were the wrong thing. I brought in the product with the receipt which I paid for with debit (cash). Apparently, they would not honor the receipt because it was past their policy return date. I asked if I could have a gift card for the $130 dollar amount to spend in their store on the right barbie products. They were rude, angry and declined to accomodate me in any way. I guess the rooms I had bought went on sale and they didn't want to take a loss. So I was turned away. Well they not only lost a loyal past customer who bought plenty for my children there but all relatives will be instructed to boycott Toys R Us from now on as well.
Karen of Winsted CT (12/04/07)
My daughter received a birthday gift from Toys R Us - it was a duplicate toy & the gift receipt was attached. I attempted to bring the gift back. The Big Sister Dora doll was not opened. I was told I was not able to return the gift &/or get a store credit as it was over 90 days. This was a Present that obviously the person purchased a while back ~ knowing how much my daughter likes Dora. I had to leave the store w/the Dora doll. AGAIN I had the receipt for the UNOPENED doll. I cannot believe this. I will NEVER shop at Toys R Us.
Tricia of Centereach NY (12/03/07)
I purchased a Genfoam pool from Toys R Us in the beginnning of the summer. From the 2nd week I had it, it was losing water. I didn't want to take it down and start from scratch so I waited until the end of the summer and filed the claim. I called in the beginning of Sept and was told they would email me a shipping label, but I never received it. I called again on Sept, and was told they would mail me a label. I waited for about 2 weeks and still never received it. I called again in the middle of Oct and they said they would email it to me, and I still didn't receive it. Finally, on Oct 29th, I called again and this time they finally emailed it to me. I put 2 pictures of the pool, a piece of the pool, the original receipt and a store copy of the receipt in the mail to them and sent it return receipt overnight. It was received by them and I was told that the gift card would be processed and go out within 14 days. I called on Nov 21st and was told it went out and that I should recieve it in 2-3 days.
I never received the gift card, so I called again on Nov. 27th and was told they needed a store # and somehow the gift card was cancelled in their system and they had to send it to accounting to be sent again. I then called again today, Dec. 3, and was told it still has not been sent out and that the accounting dept needs to call me first to let me know what is going on and when it will be sent out. I am completely getting the run around and I believe being so close to Christmas they are stalling this due to the fact that they believe that I will spend money in toys r us for christmas but if I have the gift card I will use that which will cost the store money.
Being that I was told in Nov that this was being sent out, I did budget it as money to buy my kids presents for Christmas. I do not have any other money to buy them gifts and I really was counting on this, I really need to recieve this card in time for the holiday. This has caused me nothing but stress and aggravation and I have used up my valuable time making phone call after phone call.
Andrea of Lancaster CA (11/24/07)
I bought a flypen and tried to return it the following day because it was too complicated to use. The store wouldn't give me a refund because it was opened. I called the company that manufactures the flypen and they said to go back and get a refund, and to let the store know that they can send the product back and they will be refunded or given a new product. I was given a reference number just in case I was having trouble. Toys'R'Us still refused to give me a refund and said no one can dictate to them what they should do. My daughter and I are very disappointed
I paid $80, which I'm not getting back.
Sylvia of Culver City CA (08/09/07)
On Saturday, August 4, 2007 I had a birthday party for my son (who absolutely LOVES Thomas the Train). Anyways, he ended up getting two gifts that were exactly the same. Both people had purchased it from Toys R Us down the street (since the park was right next to it) and so they said to just take it back to Toys R Us.
Today, I decided to return the duplicate item to the SAME Toys R Us that they had bought it at (just for store credit) so that my son could pick out another Thomas & Friends Item. I did not have the receipt with me because the person that bought it lived all the way in San Diego (about 3 hours away).
Anyways, I went in to the store to exchange the item and was met by a very UNFRIENDLY sales associate. I explained to her my situation about the duplicate gifts and the person living in San Diego, but she just said Well, I'm sorry, I can't return it. You need the original receipt. When I asked to speak to HER supervisor she just laughed very sarcastically. Basically she was just VERY RUDE! I shop at Toys r Us all the time and have never had an encounter like this. I have TWO children and I probably spend hundreds of dollars there each month.
Their new return policy is RIDICULOUS! If they have so much competition right now with Target and Walmart then this policy is just going to push customers that much farther away from them and probably end up being the reason they go out of business!
Junee of Gardena CA (05/08/07)
I received a duplicate gift from my baby shower so my friend who gave it to me told me to return it to toys r us since that's where she bought it from, i have a baby registry at babies r us but there wasn't any store in her area except toys r us, she forgot to include the gift receipt and since she lives in a different city, she had to mail them to me. So I went to the nearest Toys R Us to return the item assuming they will be able to scan it and know it was purchased from one of their stores as is the case with every other store. only to be greeted with not so nice employees,telling me that they do not accept returns without any receipt. They told me they do not care whether the item was just purchased 3 days before or that it was un opened. as i was explaining to them, they kept saying there is nothing they can do. I told them i have never heard of such a policy especially for places that has a registry. I asked for the manager and he could not help me even for store credit or exchange. It was so disappointing that i told everyone i know not to ever buy anything from that store! Instead i went to babies r us and returned the item to them and told them that it was purchased from toys r us and they wouldn't take it back but Babies R Us gave me store credit, no questions asked. I told them that even if i could use my store credit at Toys R Us, there is no way i am shopping at that store. Such poor service! They lost my business for a mere $35 item.
Craig of Decatur, GA (04/17/07)
I purchased a Sharp 13 LCD TV, took it home, and experienced poor picture quality. I took the TV back, with receipt, the very next day and was pointed to the return policy that states electronics can be returned only for a replacement product.
I have never before shopped for electronics where the store will not refund if quality is poor. I did not think to look at the back of the receipt to check the store's return policy. The manager stated there was nothing he could do, called customer support, and let me talk to a support rep. That person agreed that the policy is absurd, but would not do anything for me. I had no alternative but to keep the TV.
Jennifer of Bellbrook OH (04/01/07)
I have a serious issue with Toys R Us' return policy. My son received some duplicate gifts for his birthday; all without receipts but I was told they came from Toys R Us. The store refused to just allow me to exchange the toy for a similiar priced item! In the business they are in, most of the items bought are going to be gifts. I don't see how this can help their business, only anger their customers. I'll be shopping elsewhere for my future toy needs.
Ilia of Englewood CO (03/29/07)
I had gotten a toy for my baby as a gift. She already had that toy, so I went to return it. I had the gift receipt for it. The toy had been purchased the day before, and the return policy was 45 days. I also had not opened the toy. I went to return it and was told that it had been part of a promotion/sale and that I could not return it, despite my having a receipt for it. I'd kept it in the Toys R Us bag that it had come in.
I left and called the Toys R Us headquarters. The woman at the headquarters told me that she'd call that store location to see what the problem was. She was very nice and called me back within five minutes. She'd spoken with Tim, the store manager, and she said that he'd agreed to take the item back and give me a store credit for the amount.
I returned to the store and was greeted by Tim. I told him that I'd just talked to someone at the corporate office and that she'd told me I could return the item. He looked at my receipt for about a second and rudely said, nope, there's nothing we can do for you. I told him exactly what the corporate officer had told me and he again replied with a curt, well, the only thing we can give you is...nothing, in a sarcastic tone.
I told him that I was very upset because of my having to drive to the store twice that day and that I'd only done so because I was told that I was guaranteed the refund. He stared at me and said again, there’s nothing I can do for you.
Heather of Gastonia NC (03/18/07)
I had recently had a baby shower and received duplicate gifts. I wanted to return the gifts and get things that I needed. I did not want cash back just to exchange for something else. I was told that unless I had the receipt that I could not exchange it. I went to other stores and exchanged without any trouble the merchandise that had come from their store. I think this is a very bad policy. I want be going back to Toys r us again. I was made to feel like I was trying to cheat someone. If you could look into this matter I would greatly appreciate it. Thanks
Sara of Webster NY (03/10/07)
I bought a toy easel for my son’s birthday. When we took it out of the box, imagine our surprise when the legs were ripped off. It was a returned merchandise (box was visibly opened), but we didn't believe they would place faulty merchandise back on the floor. When I went to return it, they refused, even after calling their corporate headquarters, because I did not have the receipt. They said they had changed their policy as of July 2006, and I should have read my receipt. The manager of the store told me they got in trouble from their corporate office for accepting returns.
When I called the corporate offices from the store, they initially said it was at the discretion of the store whether to return it. I asked them to tell the manager that, and she agreed to, but when the corporate person got back on the phone with me they then said I would have to produce a credit card statement to prove I had paid for it, as the two credit cards I had on me were not the ones used to purchase that particular item, although many other things had been. I refuse to shop there ever again.
Brett of South Jordan, UT (01/26/07)
Tried to return a set of unopened Yu-Gi-Oh cards valued at about $20. The box was shrink wrapped, never opened, and even had a Toys R us sticker on the outside so there was no doubt it came from this retailer.
It was given to my fiances child during a gift exchange at a party. We did not know who gave the gift. We had no need for the cards and went to our local Toys R us to return for a refund or exchange. They said No - New policy, No exceptions.
The store policy was outlined and without a gift receipt it could not be returned or exchanged. Absurd. I will never shop there again!
Gayle of Hinckley MN (01/25/07)
In the past, I have really enjoyed ordering on line. I am a retired person and to shop for our grandkids it takes us an hour or more to get to a store. This year has been an awful experience for myself. I ordered a MP3 player and they sent me something else. I sent this back to the store with the paperwork, with a receipt to make certain they received it. My receipt showed that ToysRUs received both packages on December 2nd at 10 in the morning.
I waited for my credit on my credit card. I waited and waited but no credit was given. I called on January 2nd and they said my credit was coming. I called January 8th. They said everything was fine and they would put me on high priority to get my refund. I called on January 18th because they still hadn't given me my money back. They said I should have it by January 24th - still no credit has been received.
I will never shop there again. I sent the items back in a timely fashion but they have every excuse in the book.
Stacey of Duplessis, LA (01/25/07)
Toys R Us starts their HEAVY Christmas marketing at the beginning of November, including sending out the Big Toy Book containing tons of things on sale. On 11/07/06 we started purchasing items for our son's Christmas gifts. One item that we bought was the Lightening McQueen TV/DVD combo. This was 48 days before Christmas.
We gave our son the TV on 12/25. On about 01/20 (less than 30 days after Christmas) the DVD quit playing. I called Toys R Us about EXCHANGING this item for which I have the receipt and was told that because the item was purchased more than 45 days ago I was pretty much out of luck! No exceptions for Christmas even though they start marketing almost 2 months before the holiday!
I have even spoken with Corporate Guest Services and they refuse to budge. I will NEVER spend another PENNY in this store.
Elizabethof Elmhurst IL (01/05/07)
Every year for the past 10 years my kids go to Toys R Us after Christmas to return the toys they got duplicates of, or just didn't care for. As silly as this may seem, it is a very exciting tradition for them.
This year we went to return two gifts. One was a duplicate, that fortunately we had the receipt for that one. The send one was one that my daughter had already gotten in May for her birthday. With Toys R Us's new return policy my daughter was quite disappointed to find out that she had no means to get a new toy, while her brother could.
Christmas is about kids and Toys R Us is where 95% of their gifts come from. To not even offer some kind of store credit is just wrong.
We are done with Toys R Us unless they find a new way to handle returns.
Darnell of Macon GA (12/31/06)
I have told all my family to NOT EVER AGAIN BUY ANYTHING for my children at the Toy' R Us store in Warner Robins, Georgia. After years of buying at their store the time has come to stop patronizing this business For Christmas my grandson received three (3) Thomas the Tank Train Sets and my granddaughter received two (2) of the same electronic dance mats. They were purchased from this Toy's R Us store within the last month. On Dec. 30th we drove the 30+ miles to the Warner Robins store so the kids could exchange these duplicate toys for something they did not already have.
The woman at the service counter was very rude to us and pointed out a sign hanging there that no store credit or exchange could be made without a sales receipt. My daughter told her that these toys were Christmas gifts and she didn't have a receipt, nor was there a way for her to get one as the family members who purchased these items didn't keep their receipts. Even though the woman could plainly see that these toys had never been taken out of the boxes and were still sealed it did not matter one bit. She told us we should have called first and then turned away and started talking to someone else.
I could see this policy being enforced if the toys had been taken out of the boxes. My extended family member have shopped for years with Toy's R Us and never heard of any of us being treated with the disrespect we encountered at the Warner Robins store. You can bet that not one of our numerous family member will ever shop with Toys R Us again. But then I doubt very much if they even care about losing customers with the attitudes we encountered today.
Dave of West Palm Beach FL (12/28/06)
Toys R Us has implemented a very restrictive return policy since mid 2006. It states that nothing can be returned without a dated receipt. Now after the holidays, many of us look to return gifts that were sent to us from relatives and friends in duplicate or they just were not the correct item. Toys R Us flatly says No without a receipt. This restrictive policy has changed my buying and will see all future birthday and holiday gifts to be purchased ANYWHERE but from Geoffrey!
We have tried at several stores to return items we know they stock for store credit, allowing my 10 year old son to then pick out something else. They are very adamant about this new policy and haven't budged. Only a public outcry from the guests or customers they claim to serve will ease this policy. If you haven't experienced this firsthand yet, you will if you have kids or ever give presents to kids. It is outrageous that a retailer of this magnitude can pinch the consumer in this manner. You won this year, Toys R Us, but you will lose many formally loyal customers tired of policies that ignore customer service basics.
Karen of Fairfield CT (12/28/06)
We received many presents this Christmas that were either duplicates or were too old for our daughter to play with. I went to return them to Toy R Us and they said they would not exchange them without a gift receipt. They confirmed the products were bought at a Toys R Us because of the UPC stickers on the item but they still would not exchange them. I spend a lot of money at Toys R Us but no more. When I called Customer Service and asked for the name of the CEO and the headquarters address to make a complaint they told me that they could not give that information out. I had to look it up on the internet. In the future I would not waste my time or money in this store.
Amber of Highlands Ranch, CO (12/18/06)
My daughter received a gift from an out-of-town relative. I saw that it was a toy she already had so we went to the store to exchange it for a different set of the same toy . They refused to help us.
Without a receipt they will not do anything even though it came in a Toys R Us box.
I contacted the manager and he asked me to call the buyer to request more information! I do not want my family to think that we don't appreciate their gifts.
This policy is wrong. I am returning all of the Christmas gifts that I have purchased from Toys R Us this year, including some that are already wrapped. I do not want to give gifts that cannot be returned. Unopened toys should be able to be exchanged.
Nayantara of Cupertino CA (11/10/06)
I tried to return gifts purchase online for my kids with a gift receipt at a Toys R Us store. And they said the value of the toys were $14.96 and 1 cent for a total of $15.00. The store manager assured me they were refunding me the _ORIGINAL AMOUNT PAID_ on the items. I called up the person who gave my kids the gift and have the original invoice, verifying that the actual total paid for the gifts was $40. The customer service agent Ken Fergusson tried to tell me that they will now refund the actual amount owed be and wants me to go away, but I want an explanation from them. I think they are deliberately trying to cheat their customers.
Mr. Ferguson gave me several different reasons as to why and how the mistake was made, none of which made sense. Each time I told him why I wasnt buying the excuse he came up with a different explanation. Then finally he said the gift receipt doesnt store prices and only establishes a toy has been bought from them. But I found their policy online explicitly stating the gift receipt stores the original price paid. So why did Toys R Us cheat me? I still dont have an answer. I think they do it to everyone! Be forewarned. I'm going to keep fighting them till I get answers.
I was gyped and then insulted and lied to by Toys R Us customer service. The customer service rep, refused to escalate my case and also refused to give me a physical mail address to send in a written complaint. Is this legal? They have really frustrated me besides tried to plainly cheat me.
M of Amhert, NY (10/24/06)
My daughter just celebrated her 1st birthday and one of the nice presents she received was an Animal Alley monkey puppet from Toys R Us. Unfortunatly the puppet's sound controller was broken so we stopped went to Toys R Us to exchange the defective monkey with an operable one. All tags were still on the monkey and the toy was never used.
We were told that without a receipt, there would be no refund, store credit or exchange. I explained it was a present so we did not receive a gift receipt and I didn't need money back or a store credit, I just wanted a monkey that worked. I was told that this is a new store policy and nothing can be done.
Future birthday invitations will read "Please No Toy's R Us Products".
Cheryl of Aurora IL (10/06/06)
My 4-year old daughter got a Dora Talking House for her birthday, and she already had one at home. It was a Toys R Us special edition. We wanted to exchange it for another toy. The $60.00 gift was non-returnable without a receipt. Although I knew exactly what Toys R Us it had been purchased from and what day it was purchased, the manager refused to look up the transaction as it was not done by credit card by by cash. I am unable to request a gift receipt from the giver, and although the gift could NOT have come from Wal-Mart or Target, my daughter can't trade it for a toy that she can use. I won't go back to Toys R Us for any purchases.
A 4 year old can't exchange a $60.00 gift for something she can use. It's horrible!
Crystal of Santa Monica, CA (09/03/06)
I purchased a gift card for $50. I later decided to buy a gift and wanted to return the gift card to Toys R Us for a full refund to my credit card. I was advised that without the original receipt, I could not get a refund. I've torn apart my home and STILL can't find the receipt, but I do have a receipt from my bank of the transaction.
I tried to explain to the sales agent that I did not want the cash in my hand and I had all of the proper ID, but I was told no exceptions.
Now I have a gift card that I have absolutely no use for, since I will NEVER go into another Toys'R'Us again!
Darleen of Cumberland, RI (09/03/06)
My daughter had a birthday party. We went to Toys R Us to return 4 of the items for something she would use. The clerk informed me that they would not return any item without a receipt. I explained that I didn't have the receipt because it was a gift and that I just wanted to exchange the gifts for something my daughter would use.
She said it didn't matter, that was their new policy. She said they give out gift receipts and they should have given that to me.
So if you lose your receipt, Toys R Us will not let you return it for credit.
Matilda of Mount Laurel NJ (09/02/06)
I purchased a power wheel escalade $319.99 on friday aug 18 for my sons birthday opened it the next day saterday to find a used eletric car that looked like a gold cart I called reported to the store told them I would not be able to return it to the store till tuesday as we had went to my parnets to have a double birthday partie for me and my sisters son over 100 miles away I manager told me there would be no problem return it to the store my husband returned in on tuesday well we soon fount that they had no plans on doing anything at this time that claimed they needed to go through lost preventions 2 weeks later there telling me they can't do anything about it
I'm out $319.99 plus 7% tax i have no gift for my child and I'm waiting on a call from a distrect manager that the store manager basiclly implied he was not going to do nothing for me but would give him the info to call me
Susan of Naperville IL (08/18/06)
They have a new customer unfriendly policy whereby they will no longer accept merchandise back for credit or exchange without a receipt. I have 3 small brand new items that I changed my mind on and I no longer have the receipt so they won't take them back. I requested to speak to a supervisor their corporate office but was told he was in a meeting and I have yet to hear back. I didn't know about the new policy so the jokes on me.
It is only a $20 problem but because of this I didn't buy the birthday present I needed I left and went to Target today.
Joyce of Markham, Ontario (08/17/06)
My daughter-in-law received a Safety First (Cosco) item as a shower gift. Serial # PA 25327 (CN) 250330050, 060428CP. She did not retainthe packaging. It collapsed and she attempted to return it to the store at which purchased. Since it was no longer boxed - the only offer was to exchange it. Of course the packaging was retained by Toys R Us. When takingher baby (9 lbs) onto the deck, the item collapsed once agin but luckily the baby's dad was quick enought ti avoid the baby from falling on the hard surface.
Mum asked me to return it once again, since the manager on her previous visit had been very rude to her. I attempted to do so, but without the pacagaging and invoice they did not want to accept it back, although I maintained that it needed to go back to the manufacture as being defective. Not happy with this response, I spoke to the manager - who after a lengthy discussion, refused to give us a refund - but offered us a credit note for the store valued at $19.99 plus tax. This being well under the cost price, I would imagine. Probably thelowest sale price ever of this bouncing chair. WE have purchased many items feom Safety First and up till thus tuine, have been very happy with all of them! I would suggest that you make further test on this particular item for the safety of all other kids who use this prodect.
Zulfiqar of Harrow England (08/10/06)
My sister brought a Nintendo DS system from the Brent Cross branch of Toys R Us on 8th August (her birthday). When she arrived home we discovered the unit had several scratches on it, and so the first question I asked was did she buy an ex-display model? The answer was no, she paid full price so my brother and I went back to the store for a straight exchange. When we arrived at the store the manager accused us of 'swapping' the game system after it left the store, and claimed that since we do not have any proof that we didn't swap it he is not prepaired to assist us. We were treated like thieves and told to leave the store. I was absolutely appalled at the way I was treated, being an IT lecturer by profession.
My sister, whome I would like to add is an MD of a London based finance company, went back to the store the following day and the manager of the store told all of his staff not to deal with her because he had made up his mind. Again, a very humiliating experience for her. As a last resort we decided to ring customer services whome then told us that it was our word against theirs, and therefore they are not prepaired to help us either. I have since seeked legal advice and I have been told that I do have the right to a full refund as under the Sale of Goods act (1979) if the item is returned within a 6 month period the consumer does NOT have to prove the item was not defected at the time of purchase. In our case, the item was taken back to the store within 2 hours of purchase. I will be taking legal action against the store, but I believe everyone should be aware of the cowboy operation Toys R Us are running here in England.
My brother, sister and I were all humiliated by the store manager and customer services after paying good money for a unit. I could expect a better service from a market stall then I have recieved from Toys R Us. This is not about the £99 that the unit cost, it is the principle. I am a Lecturer in IT and my sister is an MD of a finance company in London, how they can accuse us of something like this is beyond me. I am now seeking legal advice for damages, expenses incurred and for the item itself.
Dawn of Denham Springs, LA (08/02/06)
We bought an Intek swimming pool on 5/6/06. It was stored in an enclosed garage until we decided that we weren't going to use it. So we load it back up once I found the receipt and saw we had a few days before our 90 day return policy would expire.
I went into the store, showed my receipt and asked for help bringing it in the store. Then I was told that the pool only had an 45 day return policy. No one said anything to us when we bought the pool about only having a 45 day return policy.
Had the pool been used I wouldn't have a problem but the pool hasn't seen the light of day out a taped up box.
Joanna of Lancaster PA (07/24/06)
I had a bad experience trying to exchange duplicate Christmas toys because I didn't have a gift receipt the store refused to allow me to simply exchange one Dora Toy set for the other. They were different characters. I agreed to just take the gift card with the money, but when they gave me the card it only had 14 dollars on it for the 60 dollars worth of toys I had intended to exchange. Neddles to say I was upset, I left the store after being flipped off by one of the employees. I contacted the 1 800 number and was told I was out of luck, then advised not to make the complaint through them because it always took forever to get resolved, they young lady on the phone advised me to use the internet if I wanted anything done within a month. Of course their site for complaints was down, how convient.
After calling the 1 800 number back I gave my complaint and got a promise to be contacted. When no one bothered to respond, I guess getting yelled at, stolen from and having obscene gestures made at me aren't enough of a reason to complain as far as they are concerned. I tried to remove my name from their mailind list, my first attempt was in March, here it is the end of July and I am STILL trying to remove my name from their lists.
Collette of Spokane WA (01/14/06)
Recieved a portable DVD player for christmas that was purchased the day after thanksgiving for the price of $99.00 plus tax and I also received a free DVD with purchase. After a few short weeks the picture quit working. I had a gift receipt and also the original receipt. When I went to the store to return it the clerk said There has been six others returned. So they said they would exchange it for me, but when the clerk went to go get one they had no more available. So I asked for my money back and was told they would give me in store credit because it was one day after the fourty five day cash back limit. I explained that I needed a DVD player and would have to buy one from some other store. They refused to give me my money back. So the manager gave me an in store gift card.
After I had to drive home and get the free DVD that came with my purchase that they can not re-sell but made me go all the way home to get. So then I called the District Manager and explained that I needed my money back so I could go purchase one at Wal-Mart. He told me to go back to the store and he would call them to give me my money back. The store Manager threw my money at me and said There you go, bye! I would like something to be done about this because the attitudes at this store are unacceptable.
Lisa of Baton Rouge LA (9/22/05):
I shop Toys R Us between 10 - 15 times a month and spend between $50.00 - $400.00 a month in their stores. I go once a month and return items that I no longer need. Still new in their original packages with receipts. The manager at the local Toys R Us stated that he will not longer accept returns from me.
It clearly states in their return policy that they will accept returns on any item with a receipt within 90 days from the date of purchase. With the exception of video game, software and video accessories. Those items you have 45 days. Their return policy is posted in their store on the back of their cash receipt and on their corporate web site.
I feel as though I have been discriminated against. I have witnessed many people return items with and without receipts without any static from the management. If they are going to pick and choose who they will and will not accept returns and pick and choose when they will follow their own posted policy.
Stephen or Marrero LA (12/29/04):
We purchased a Fisher Price Cook 'N Clean Kitchen for our children for Christmas from Toys R us. On December 24th, 2004, we opened the box to put it together for Christmas Morning. We discovered that the door to the microwave on the Cook 'N Clean Kitchen was cracked. I phoned Toys R us and they did accommodate us with a replacement part from another box.
I thought this was an isolated incident. Christmas evening, we opened another gift called the Fisher Price Little People Amusement Park, also bought from this same Toys R us. This box was missing a major part and the screws needed for assembly were loose in the box. In addition, there was a bag ripped open inside which appeared to at one time hold something, perhaps the missing part.
Both the Cook 'N Clean Kitchen and the Little People fun park were in sealed boxes. The covers of the box were glued closed. I could understand one item purchased having a broken or missing item, but two items is suspicious. I have had other problems with broken merchandise from this Toys R us location, but 2 defective products purchased so close together worries me.
Diana of St. Augustine, FL, writes about the Toys R Us in Jacksonville:
On Christmas Eve I purchased a Sony Playstation from Toys R Us to give to my son as a gift. I bought the last Playstation on the shelves. When my son opened the box on Christmas day we discovered that the Playstation was severely scratched and visibly used. I told my son not to worry because we would exchange the damaged product for a new Playstation.
When I took the Playstation to Toys R Us to be exchanged, the original young man helping me noticed that the Playstation in the box was an older model than the type currently being sold. He stated that the people in the electronics department are supposed to verify the serial number on the return with the serial number on the box before accepting returns, but they usually don't. He also stated that returned Playstations are not supposed to be sold at all, but are supposed to be sent back to Sony.
He then informed his manager that Toys R Us mistakenly sold me a returned Playstation and the manager sent the young employee away. The manager then informed me that the young employee was "misinformed" about the people in the electronics department making this type of mistake and, in fact, this type of mistake does not happen. He then refused to take the Playstation back because Toys R Us would have to take the loss. He told me that since he can't resell it and because Sony won't accept the Playstation back because it is not the item that is supposed to be in the box, that Toys R Us is not willing to take the $99 loss--I have to.
He, the manager -- Chris D. -- gave me the phone number to call Sony and request that they provide me with the correct item. I told him that I wanted to call Sony from the store and have Mr. D. speak to Sony and arrange the replacement. He agreed, gave me the phone, and told me he would be back in a second before he walked away. He did not come back.
I watched him walk aimlessly around the store and stand idly in an isle. I spoke with someone at Sony who said they would probably replace the item but first I must ship them the Playstation at my expense and in the event they do replace the item it will take a few weeks. After I completed the call with Sony I had Mr. D. paged and advised him of the procedure. Mr. D. refused to pay the shipping costs to send the Playstation to Sony. He refused to let me exchange the item and also refused to give me my money back.
Even though I believe Toys R Us was the victim of fraud when someone returned an old Playstation represented as a new one, I do not believe that I should have to bear the cost of this fraud which is exactly what Toys R Us told me I must do.
The consequences are that I am out 99 plus tax for the Playstation unless Sony replaces it. In that event I will be out of shipping charges. My son is without his Christmas gift and received several Playstation games as gifts which he cannot play.
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