Complain about a product or service

Toys R Us - Returns

tammy of williamstown, NY December 31, 2009

I went to the service desk, to return a Christmas present, I was told I did not have the proper receipt, they would not exchange it for store credit, or an even exchange for a larger pair of scates, I had my licence ready. How many people give a gift with the receipt attached to it, they only cost 20, I ask for the manager, he or she never came, I am very disapointed with Toys R Us, I am going to tell people, to shop at Walmart, they will exchange your stuff, and are friendlier.

lisa of osceola, IN December 28, 2009

I purchased several DS games at one of their pre-christmas sales. Turns out I bought one my child already had. I attempted to return it with my other christmas returns and was told that even though the item was NOT opened, and I DID have my receipt, it was 2 days past the 90 day limit and I could neither return nor exchange the item. Guess that will teach me to never shop early! I'm out 20 plus dollars and my child is out a game! Merry Christmas!

Gerald of Annapolis, MD December 28, 2009

on 19 dec 09, I purchased DISNEY NETBOOK for a Christmas present. Upon opening, and going over the netbook, i noticed it did not have a slot for an ethernet cable. I IMMEDIATELY closed it, and on 28 dec 09 returned it to the store for a refund. I know [their] policy states (exchanges) only for electronics, but for Christmas there shoud be some consideration given. I was even willing to accept some sort loss for the return.

I usually use toysrus for most of my shopping but do to this issue, I do not think i will continue. I ALSO HAVE LITTLE FAITH THAT MY COMPLAINT WILL EVEN BE READ. THE CHILD I bought it for, was very upset and so am i. But i will make it right and the loss will be mine. HOWEVER, I WILL NEVER DO BUSINESS WITH A TOYSRUS AGAIN.

Paulette of Brea, CA December 27, 2009

My daughter received a light brite for Christmas and once you put the batteries in, it never shut off. I headed to Toys R Us this morning to exchange it or receive store credit. They would not return it or exchange it without the receipt. This is ridiculous because this is a 10 defective toy. Since this was a gift and was shipped to us by an out of town relative, now i am stuck with this defective toy that I will be throwing in the trash. This policy is ridiculous!

Robert of Charleston, IL December 26, 2009

TOY R US has the worst and devious return policy for electronics, we purchased a Nintendo DS for my daughter for xmas back in the first week of November (it does not pay to shop early at TOYS R US). As time got closer to xmas we had second thoughts and decided we should have got her a Nintendo DSi instead. Which is the version with the camera. So a week before xmas we went back to TOYS R US and tried to exchange the one we had bought (with the original receipt and it had never been opened) for the other model. THEY TOLD US WE COULD NOT EXCHANGE IT BECAUSE AFTER 45 DAYS THEY DO NOT ACCEPT RETURNS ON ELECTRONIC ITEMS.

Even though we would be spending more for the other version (and had shopped for almost 200 more dollars of christmas items). Even though at that time in November we told the clerk it was going to be a xmas item and she never mentioned the fact that we would not be able to return it before or after xmas but never told us, nor was there a sign posted explaining this policy for everyone to see.

Instead TOYS R US hides these little disclaimers on the back of reciepts so the consumer will never be aware of the policy until its to late. I tried contacting the manager and all the way up to corporate and nobody was willing to work with us. Shame on you TOYS R US. To say the least we left the 200 worth of stuff we were going to buy on the counter and left, vowing never to return to TOYS R US. If you have to hide a store policy on the back of a reciept in type so small you can't read without a magnifying glass, and the clerk does not relay the policy and it is not posted by the register on a sign large enough you cant miss, then you are trying to pull one over on the consumer.

Once again SHAME ON YOU TOYS R US. Policys like this are what causes people to stop shopping at your stores which is also why you have had to close stores and will probably have to close more to come as other customers catch on to your tricks and vow NEVER TO SHOP AT TOYS R US. And I know (TOYS R US EXECS) your comeback will be something like other store have the same policy, well in return to that, I checked other stores like WALMART and TARGET and they do have similiar policies the difference is they have there clerks relay them to you before you buy and also have large signs posted to let you know it.

I guess in the end all TOYS R US cares about is getting your dollar in there hand and not customer satisfaction, and anyone will tell you without customer satisfaction you have no customers, which then means you have no store, which then finally means TOYS R US EXECS have no jobs.

Jack of walnut, CA December 14, 2009

I just bought a Laser micro zero gravity for my son yesterday. Right after we came home, my son open it and charge the car. Out of suprise, it is not moving. Therefore, the very next day morning, I bring the toy back to Toy r us for return. The response I have received is NO. you can only exchange since you open.

The thing is how can I trust that toy any more since the bad experienced I had. Second is what happen if I got another bad one? I need to go back and exchange again. I do not have time for that game. The most angry part of all is when I request to speak to manager of the store. The manager's express attitude is more like "it not my business and problem".

Peter of Worcester, MA November 23, 2009

In August of 2009 I mistakenly purchased an X-Box Live 4000 Point card from the Toys R Us store in Auburn MA. When I realized I purchased the wrong card I attempted to return the card to the store for a refund. It is important to note that the card was never used, never activated and never had the PIN number area on the back of the card scratched. I was told by the store in Auburn that they would not return the card because it was a 3rd party card. I contacted Guest Relations and asked why it could not be returned. After about 2 weeks I was contacted by Guest Relations and told that they had contacted the store and that the card could be returned for a refund. About 2 weeks later my wife attempted to return the card again at the Auburn store and she was told by the store manager that Guest Relations didn't know what they were talking about and that the card was not returnable. I then contacted Guest Relations via phone & e-mail and asked for an explanation as to why this had happened. They then expressed their "regret" that they had provided us with misinformation. I once again asked for them to look into the issue and try and work with me to resolve the problem. I explained to them that the return policies on their receipt and listed on their corporate web site do not say anything about these cards being non-refundable.

Several of my e-mails went unanswered and when I followed up with a call to Guest Relations again I was told that they did not know why my e-mails were not answered but someone would get back to me. A day later I recieved a call from a supervisor in Guest Relations who offered me a 10 gift card as a resolution, even though it was against their return policy. He indicated that my issue was with Microsoft and not with Toys R Us. I told him that I had also contacted Microsoft and they indicated that the issue rested completely with Toys R Us. I then asked to speak with someone else in Guest Relations and I was told that the supervisor I was speaking with was the highest level person I would get on the phone. The following day I called the corporate office and spoke with the Executive Public Relations Department and I explained what was taking place. They called me back later that day and I was once again told that the card was non-refundable. I asked for an explanation as to why the return policy for these so called "3rd party" cards is not listed anywhere on the receipt, on the web site or in the store itself. They had no reason for that other then to tell me that they had every right to change and evaluate each and every return on a case by case basis. They were once again nice enough to offer me a 10 gift card for all my trouble. I have recently filed a consumer complaint with the MA Attorney General's Office and I am hoping to get some form of resolution to this problem.

Susan of Grass Lake, MI November 11, 2009

New parents to be; wanting to be TOTALLY prepared for the birth of our son. The day we went to pick up our crib (which had been a gift), we purchased numerous other items (). One of which was Crib Tent II. Well, the little guy has been sleeping in a co-sleeper in our room with us. He is soon going to be sleeping in his own crib at night, and in order to keep the kitties out, we got the crib tent. I was just preparing to put it up and on the crib, when looking at the box, realized, it seems to only fit Standard Cribs. I called Tots In Mind, Inc. who is the manufacturer of the tent we bought, and it does not in fact fit convertible cribs, and at this time, they do not make one. SO, with receipt in hand, I called Babies R Us, who's manager fella told me all they could do was return it as though I did not have a receipt, even though I did, because it was past 90 days. This would be the lowest sale price, most likely way less than what we paid for it. Then in turn, they would sell it for FULL VALUE! Ya, NOT! (sorry for the caps).

He suggest I call headquarters at 1-800-Toys R Us, so I did. They were just as unhelpful as him. So, here I am, with a Crib Tent that has never been opened, and I cannot use...nor can I return it. It's totally worthless to me. Very disappointed, as my little guy is only 7 months old, you realize I have an entire child hood to purchase toys and such for him. Too bad it won't be at Toys R Us or Babies R Us now. VERY SAD!

In addition...about a month ago, I went to Toys R Us, to exchange a toy. Not for the same thing, but of same value. I had a coupon the day I bought the item I was exchanging. They refused to honor the coupon discount for something that was the same price, same manufacturer even. Again...too bad for Babies R Us and Toys R Us...they just lost THOUSANDS of dollars from my pocket over the next several years. I'm very sad, as I love those stores too. Too bad they are not customer friendly.

Stephanie of Hagerstown, MD October 19, 2009

We purchased a Intex 12' x 36" Easy Set Pool in June of 2009 which turned out to be the most defective product on the market. We purchased this pool for one hundred dollars on sale. Upon set up it kept collapsing and had a leak in the ring. Because we couldn't USE the pool we tried to return it, only to be told very rudely by the store manager Guess what? it is non returnable, in so many words too bad for us..no signs posted in store about this policy, no mention on the receipt or by the cashier, nothing. Called corporate who told me they would have someone call me back to discuss..never heard from anyone. Lesson learned? If I want poor customer service I'll go to another famous retailer where at least the prices are better. Thank God for capitalism and competion. I will NEVER shop at Toys R Us again because of this experience. How do you sell a product, pocket the profit and not back the quality of what you are selling. Horrible business practice.

D of Mississauga, ON October 6, 2009

ToysRUs is fooling customers through unclear and shrewd return policy!! the policy says (returning "unused" marchendise within...) and then it leaves the translation of "unused" to the discretion of the store manager and staff. I bought the baby "RestingUP" before receving my new baby. I tried it once and did not comfort my baby so I went back to the store after 13 days of purchase (5 days after receving my new baby) and they refused to return it, saying that the policy is clear and that it must be "unused". My argument with the store manager "Sukhi" that "it is only tried once and returned, nobody will return something without trying it!!" led to nothing but raising her voice and getting more aggressive and rude to force me to end up the situation and leave the store. The final result is that the product was thrown in the garbage and I lost my money!! Horrible customer service and attitude!!

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