Toys "R" Us Reviews 

Terrible customer service
Even tho I contacted ToysRUs 3 times about the wrong shipping address and even tho they said they changed it. Never received my item as it went to the wrong address
They also don’t post bad reviews on there website

The company censors reviews that harm their sales. My review was about a dangerous baby product and did not violate any guidelines or have any inappropriate language. Be wary of the reviews on that company, they also need to be investigated for removing reviews, this clearly prevents buyers from having the full picture and knowing what they're looking at is dangerous. The product was recalled and is even banned to be sold used on craigslist!

Terrible online customer service! I ordered a Nintendo switch for my son who saved his money from his birthday and also used a 10% off (got this because a product was back ordered then never came). Received a confirmation email. IAfter a couple weeks I was wanting to know if it was coming. Checked my status and it had been cancelled. I did not receive an email saying anything about it being cancelled. Emailed them to find what was going on and was told it had become out of stock after I had ordered it. Emailed them back telling them I was not happy and what about the 10% off for their “out of stock” from the time before. They then emailed me back saying it was my bank. Called my bank it had nothing to do with them. I know it’s covid times but come on people. Get your story straight.

I have ordered from Toys R Us since my oldest (23) was a baby. I have never had an issue with them helping if I have a problem. I've always gotten a refund if needed, they've tracked down my items for me and assured me they will help until I get my parcel or they will help with refund. I count on Toys R Us when it comes to any games for my kids, toys, family fun and more. I love ordering online, everything ships super quickly and comes right to my front door! I'm so shocked to see this low rating. I've been shopping with Toys R Us for almost 23 years and I have NO complaints.

We bought a stroller online at babies R Us for our first unborn baby. It was shipped and arrived yesterday. After reading all the instructions and guide we discovered a mechanism was not properly clicking. This was a safety concern. I refuse to place an infant within a stroller that is not properly clicking all its safety mechanisms. The next day I came to the Langley store at Willowbrook mall in Langley, BC. Upon arrival there was nobody at customer service. Then, I had to wait a few minutes (I am very pregnant) for someone to show up at their job. The lady took my receipts at told me to wait aside (still more standing while very pregnant) while a baby-R-Us employee come to check what was wrong. When the employee finally came she asked what was
We bought a stroller online at babies R Us for our first unborn baby. It was shipped and arrived yesterday. After reading all the instructions guide we discovered a mechanism was not properly clicking. This was a safety concern. I refuse to place an infant within a stroller that is not properly clicking all its safety mechanisms. The next day I came to the Langley store at Willowbrook mall in Langley, BC. Upon arrival there was nobody at customer service. Then, I had to wait a few minutes (I am very pregnant) for someone to show up at their job. The customer service lady took my receipts at told me to wait aside (still more standing while very pregnant) while a baby-R-Us employee come to check what was wrong. When the employee finally came she asked what was wrong with the item. None of the employees ever greeted me. I explained that a side of the infant carrier was not clicking into the stroller. In a rude tone she said "what do you mean is not clicking!" and started to fiddle with the stroller to fix the issue. The employee fiddled with the stroller for a few minutes. After a while she discovered the cupholder was a bit detached and it was affecting the clicking and proper attachment of the infant carrier. Then she went on to say (in a rude tone) how that was my fault and that there was nothing wrong with the stroller. This is my first baby and I am new to this, there is no need to shame me for failing to see an issue that took a trained employee a few minutes to discover. There was no acknowledgment of my safety concern for my unborn infant. There was no regard that other customers were listening to her unthoughtful remarks. When I tried to detach and re-attach the infant carrier, it proved difficult. I recognize that this could be due to lack of experience. However the employee with an impatient tone and impatient mannerisms demonstrated again. I explained that this was not working and I still wanted to return the item. She said I had to talk to the manager, turned around, and blurted to the other customer service employee (who was helping others) that nothing was wrong and she had to call the manager. Then I had to wait standing some more. When the manager arrived, like the other employees she did not even greet me. She said that I could not return the item because it was used and not in the box. She did not even notice that the item arrived the previous day. I explained that it was not used since my baby is still in my womb. She said she could not do anything to help and the item had to be in its original packaging. I did not bring the original box because it was too big to fit in my car. I still have all the wrapping and box. I left the store with a horrible feeling. My safety concerns were not even acknowledged, their interactions with me were rude and they belittled me for not knowing what was wrong with the stroller with no recognition of my pregnant state and all the learning curve/pressure of first time parenting. My husband might put the stroller back in the box the way it came and since it is new and in its original packaging we might try to return it. However, I personally don't think I can come back into the store. After their horrible treatment I even cried in my car on my way home.

Very bad return policy. My little son got a gift with gift receipt. We opened the gift but my son didn't like it and he didn't feel comfortable with it. We went to the merotown "Toys R us" with gift receipt where it was purchased from. They said we won't return it even after seeing thr gift receipt!! They said you opened the box, how in the world anyone come to know whether the child like the gift or not without opening the box? We even gave them the toy with original box with packing but even after requesting multiple times, they did not accept it? I have bought toys from Walmart and whatever i returned they accepted it but this was unexpected from Toys R us. I had good image in my mind for toys r us but now i never want to buy even a single item from them. I would suggest others as well not to buy from them! Very bad return policy.

Shopped at toys R us in Vancouver , Broadway location for years now and never have I had a better experience than last weekend . Alexander the employee was exceptional and went out of his way to make sure we were all taken care of. He answered questions and was very patient with my four year old daughter . Very much appreciated as we had doubts and were looking elsewhere to buy a car for her as well. Upon dealing with him we were hooked and never thought about leaving without making the purchase from him. He also followed up which was a great added touch ! Please see him (Alexander) for all your needs at this location.

We miss you! Not as much fun shopping on Amazon :)

ToysRUS is very good at adding things to the cart but terrible at Proceed to Checkout. Trying to help this business but they have the worst website.

One star is a generous rating.
Zero customer service.
This business takes your money and refuses to deliver the product.
You cannot contact them. Phone rings out and no response to emails.
Time to get Fair Trading involved.
Beware of dealing with this business.

If I could give a zero, I would! I signed my baby registration through Babies R Us. And regretted it right away! The online set up is completely ridiculous and time consuming when it doesn't have it be. Each item online doesn't say full description so having to click each one to see if that is the right item is extremely frusterating! Ontop of that, they say they have free shipping when you spend $75 or more, a HUGE lie! You don't! They instead give you a $20 promo towards your shipping! Literally had someone on my registration purchasing items that totalled $140, and it was charging them $69.70 for shipping!!!!!! Also items that people have purchased on the registration, the system doesn't update regularly and I have items that have been double purchased because of that! So now have to wait for double items to come and return them myself. Do not make the mistake on signing up your registry through them!!

Thanks to your great online store I missed out on my son's Hatchimals that were on sale. These things are really expensive to begin with. I punched in my correct address not even using auto fill and my credit card information but it wouldn't let me check out. Wasted time trying. Two thumbs down.

No wonder why American toysrus bankrupted. Over priced, poor customer service and they don’t even accept negative review for web-store. I will avoid using toysrus for the future shopping.

Toys R Us is so overpriced is is not funny they sell their toys at a 100% mark up and when they had real stores on the street they where selling damaged goods at crazy high prices their staff was rude and the managers where ripping people off. the online store should shut down also because you can get all these toys on Amazon for half the price and better service.

I recently bought 2 retro cars for 18 in dolls. Cars are great however, one of them had a crack in the windshield which clerk unfortunately let me know. Live 4 hours away. Poor customer service

I ordered my son a hotwheels car here, but unfortunately in 3 days it break that easily, maybe on how the way my son played it. But still its not a bad buy.

Website is not useable and they need to invest in proper web hosting and developers. Unacceptable.

The London Ontario Argyle Mall Toys R Us store staff are amazing! I can't say enough about how they served me on two different occasions for purchases when I was shopping for gifts for my grandkids! The staff on the phone told me exactly when the delivery would be in for a Lego set I was looking for, it was on sale, and it was put aside for my husband and me The customer service representative in the store was helpful. We also bought another item which was a large ticket item and got it for a sale price which was not still in effect, but as the sign for the sale was still on the shelf, she sold it at the marked down price. These are for Christmas items and had had another wonderful experience in October for a birthday present. Thanks very much for being so helpful and making our shopping experience an extremely positive one!
Best wishes to all, Pat Gibson, St. Thomas Ontario

I ordered via Express delivery from Toys R Us online, it didn’t dispatch until 6 days later only because I suggested I would be making an official consumer complaint to the ACCC and relevant state of fair trading. Within ‘1 Minute’ of sending this email to them, I received a response that my order had been dispatched with tracking! This was a generic response, not a customer service response by an assistant. They literally never answer their phone calls (main number on Australian website: (03) 9005 1750- let’s see if they answer or change their number now!), it just calls out and I tested it for a long time, there is no voicemail to leave a message, they never reply to their emails or ‘online ticket’ enquires. I had experienced this during the 6 days of waiting and asking for my order just to dispatch. Who has experienced any online assistance before from Toys R Us? I am really interested to know. There are no actual active online representatives for the store! They do not exist for communication as I can tell, which makes it untrustworthy and a very non-transparent way to run a business. After doing research, apparently the company had 64,000 employees before entering into liquidation, now as of 2020 they only have 70 employees. That tells me there is something seriously wrong with the business. I have heard other customers were not able to receive a refund, as below and some have been over $1,000 that they were not able to gain back from their order. This company should be reported, it catches many consumer victims as customers are shopping for CHILDREN products! Disgraceful. If the company continues to operate- it needs a complete overhaul, new management and genuine customer service assistants who ‘respond’ to their customers within 24hrs. If you have any issues with dispatch, delivery or claiming a refund, REPORT the company. Make an official complaint to the ACCC and your state fair trading if in Australia. Lots of parents are getting duped by this online store in Australia and internationally. Keep track of your orders vigorously with them.

~ I have since received my order from Toys R Us, the Express delivery was fast and the items are thankfully in great condition. I can’t believe how long I had to raise my concern though over the dispatch time and just to get a response from their customer service. The customer service (no name provided) sent an email to me only ‘after’ my order had been delivered, not ‘before’ to assist with any troubleshooting and the long dispatch time. They apologised and stated the response wait time is 2-3 days. As I’ve seen in other reviews, no wonder some customers don’t receive any notice or their orders until a month later when they don’t speak-up! Toys R Us online really need better communication and dispatch times for their customers to avoid misunderstandings and to ensure transparency. End of story.

Items ordered online were missing. Noone ever gets back to emails and phone lines are not answered. DO NO ORDER ITEMS ONLINE from Toys R Us!!!!!