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Toys R Us - Customer Service

Catherine of Bradford, MA November 23, 2007

Catherine of Bradford MA (11/23/07)
I went 3 hours early to ToysRUs on Black Friday to get the MP3 player, of which there were 60 in the store. The line was huge, and the first person in line BOUGHT ALL MP3 PLAYERS, no else even got one! I would have been next in line. This stinks, and I will never shop at TOYS R US again, even if they are giving things away!

There was an OH-WELL ATTITUDE by the 19-year-old manager and his teen-age crew.

Mary of Plantation, FL December 29, 2006

Mary of Plantation FL (12/29/06)
i purchased a bike on 12/18/2006 and paid to have it assembled. I was told by the store manager that because of high demands for assembles the bike will be ready on 12/20/06. ON 12/21/06 I called the store and was told that the bike was not ready, on 12/22 i went to the store and was told they couldnot find the bike. i was asked to return later that day because the person in charge of the bikes was not avail. I called before returning to the store and was promised my bike would be there and ready. On the 12/24 christmas eve. i waited 45 mins for someone to retrieve the bike.

When I finally got the bike the front tire was overinflated over the frame of the bike. the assembly guy took the bike to the stock room to fix it. another 30 minutes went by. finally the bike appeared to be ok.after getting home after one hour the front tire was flat attempts to reinflate the tire with a bike pump was not sucessful! MY son was not able to enjoy his xmas gift until 12/27. I broght the bike back 12/26 and was told that the assembly man was off for the day.

a very unhappy and sad 7yr old. while others children were enjoying their bikes my child was sitting on the sidewalk hoping and waiting to take turns on some other kids bike!

Patr of Danbury, CT December 2, 2006

Pat of Danbury, CT (12/02/06)
I went to Toys R Us last night (12/01/2006) to purchase a Wii system. Yes they had the system - 50 to be exact, BUT NO I could not purchase it.

They were hoarding the units until Sunday for their 10AM opening. I even called the corporate headquarters at 1-800-TOYSRUS. They confirmed that it was a corporate decision to NOT SELL the units they received until Sunday. 

I AM FURIOUS!

Marilyn of Austin, TX October 29, 2006

Marilyn of Austin, TX (10/29/06)
The Toys R Us Big Book stated that you could preorder a Nintendo Wii on October 29th. We arrived at the store two hours before opening and were approached by the Store Manager. He said they distributed the tickets for the purchase at 4:00 a.m.

There are two things wrong with this. It contradicts the Big Book Offering during store hours. Secondly, it seems fishy as it creates a mechanism for store employees to alert friends and family for Ebay profits. The manager rudely told everyone in line that the other Toys R Us stores did not have them.

We went to a different Toys R Us, which handed them out at opening; however, we were not able to obtain one.

Nicole of Albany, NY October 10, 2006

Nicole of Albany NY (10/10/06)
I ordered a yoda costume on September 20. They're site at the time said orders are filled if in stock in 2-3 days(this has since been removed from their site), standard shipping could take 7-10 days. Well it's now October 10. I found out by calling them the item is not in stock as their website says on Oct 2, but is on back order. I never received an email on this nor a phone call. When I called to cancel this order on both 10/2 and 10/10. I was told my request was submitted and someone will get back to you in 48 hours but there is no guarantee to be able to cancel- even though it's a Halloween Costume! To date I have not received one phone call or email from Toys R Us.

All I want is the order cancelled, as I went elsewhere. When I said to the customer service rep on 10/10 I was going to go to report this to consumer affairs and the NY & NJ State Attorney Generals on this matter since Toys R Us is violating their own policy! The rep stated review the policies and terms on our website, I don't care what you f***ing do, you can't cancel an order. To which I hung up.

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