Toys “R” Us was founded by Charles Lazarus as Children’s Supermart in Washington, DC in 1948. At first, the company sold only baby furniture. However, Lazarus soon began to receive requests for baby toys, then toys for older children.
The company officially changed its focus and name in 1957, when Toys “R” Us was born. The next year Lazarus sold the business to Interstate Stores, Inc. for $7.5 million. Interstate aggressively tried to expand the brand, but failed, and in 1974 was bankrupt. The company sold off its businesses except the Toys “R” Us brand, and changed its name to Toys “R” Us to reflect its principal business. The original founder, Charles Lazarus, continued to serve as president and CEO.
The company grew and prospered in the 1980’s, opening a discount kid’s clothing store chain, Kids “R” Us.
Toys “R” Us reached $1 billion in sales in 1983 and 15% market share by 1987.
Toys “R” Us grew overseas throughout the 1990’s, opening stores in Israel, Hong Kong, Portugal, the Netherlands, Scandinavia, Sweden, Turkey, Australia, Canada, France, Germany, Spain, and The U.K.
In 1996 the company opened its first Babies “R” Us stores.
In the early 2000’s the company faced increasing competition from Walmart and Target and began to lose money. An expensive remodel and re-launch plan was undertaken, and failed. Toys “R” Us was eventually bought out by a consortium of Bain Capital Partners LLC, Kohlberg Kravis Roberts, and Vornado Trust Realty in a $6.6 billion leveraged buyout.
Today Toys “R” Us has 875 stores nationally, 625 international stores, operates a portfolio of e-commerce sites, and exclusively operates the FAO Schwarz brand. Toys “R” Us had 13.91 billion in revenue in 2012.
Toys "R" UsToys “R” Us was founded by Charles Lazarus as Children’s Supermart in Washington, DC in 1948. At first, the company sold only baby furniture. However, Lazarus soon began to receive requests for baby toys, then toys for older children.
The company officially changed its focus and name in 1957, when Toys “R” Us was born. The next year Lazarus sold the business to Interstate Stores, Inc. for $7.5 million. Interstate aggressively tried to expand the brand, but failed, and in 1974 was bankrupt. The company sold off its businesses except the Toys “R” Us brand, and changed its name to Toys “R” Us to reflect its principal business. The original founder, Charles Lazarus, continued to serve as president and CEO.
The company grew and prospered in the 1980’s, opening a discount kid’s clothing store chain, Kids “R” Us.
History
Toys “R” Us reached $1 billion in sales in 1983 and 15% market share by 1987.
Toys “R” Us grew overseas throughout the 1990’s, opening stores in Israel, Hong Kong, Portugal, the Netherlands, Scandinavia, Sweden, Turkey, Australia, Canada, France, Germany, Spain, and The U.K.
In 1996 the company opened its first Babies “R” Us stores.
In the early 2000’s the company faced increasing competition from Walmart and Target and began to lose money. An expensive remodel and re-launch plan was undertaken, and failed. Toys “R” Us was eventually bought out by a consortium of Bain Capital Partners LLC, Kohlberg Kravis Roberts, and Vornado Trust Realty in a $6.6 billion leveraged buyout.
Today Toys “R” Us has 875 stores nationally, 625 international stores, operates a portfolio of e-commerce sites, and exclusively operates the FAO Schwarz brand. Toys “R” Us had 13.91 billion in revenue in 2012.
I don’t know where to begin I’m so upset with your online system. I ordered almost $600.00 worth of Christmas for my 4 yr old granddaughter. On Thursday Dec. 21st had to call due to missing 3 items. Spoke to a very pleasant customer service lady. Explained everything. She put me on hold. She arranged for one item to be picked up at the store here in Ga. She assured me the other two items were replaced and I would receive them by Dec. 23rd. Well today is Dec 24th no items. Spoke to a customer service lady who by the way placed me n hold and then have no up on me. I called back and spoke to a gentleman this time and explained the situation again. All he could do was give me excuses. One of the items will not be delivered until Dec 26th and he advised me the other item Leapfrog Learning in Pink was out of stock. Then he proceeded to tell me I had the email with a tracking number on the first item and me repeatedly telling him I only received one email from the 1st young lady with the new confirmation number. Then i ask about the 2nd item and he proceeds to tell me it might be restocked in a week and I may or may not receive this item. Then I tell him to just cancel the 2nd order and just refund my money. He then proceeds to tell me they couldn’t do that. If you didn’t receive the item the system would then cancel and refund.
1. You need to redo your whole online ordering system
2. Make sure your customers are notified about everything pertaining to their order.
3. Retrain your customer service so they will all be on the same page and know how to speak to your customers.
4. DO NOT have it to where your customers are waiting with no clue about what happened instead of them having to call and ask then being told oh it’s out of stock. Especially when they placed their orders in plenty of time.
5. Here it is Christmas Eve and tomorrow we’ve got to explain to our granddaughter where her Leapfrog system is since that’s all she has talked about and anticipating to wake up to it. Your customer service didn’t have a clue like me how to do this.
I AM VERY UPSET AS AN ONLINE CUSTOMER ABOUT THIS WHOLE ORDEAL. IM GOING TO WAIT FOR 2ND ITEM BECAUSE THAT IS SOMETHING SHE WANTS. DO NOT GUARANTEE ANYTHING UNLESS YOU CAN DELIVER!!!!! DO NOT ADVERTISE ASSURANCE ON YOUR WEBSITE. I UNDERSTAND FULLY AS TO WHY YOUR BUSINESS WAS ALMOST CLOSED.
I hope you and your family has a Merry Christmas and none of them wake to disappointment of an item they truly had their heart set on especially if they are small children.
Vickie
I am sharing my terrible experience with placing my online order and having it shipped to my home. I ordered several items one being a mini trampoline for my daughter. The fed ex driver delivered what I thought was the trampoline and instead it was 9 paw patrol area rugs. I called customer service next morning and she set everything up for the trampoline to be overnighted. I waited 2 days and still no trampoline. Called back friday to be told that I needed to give it 2-3 day for it to process that It would for sure be there by Tuesday. Tuesday till no trampoline. Called again Tuesday evening only to be told that the lady from the first phone call did not confirm my information and that he PROMISED it would be here today and still no trampoline. Its been 2 weeks. And i already sent back the wrong items that were delivered…
I purchased many items from the website. Today instead of a 60 dollar lego set, I received a plush toy. I was on hold with customer service over 3O minutes. The customer service representative did get the lego set reshipped. She also gave me a reference number to give to the local store, to return the item I received incorrectly. I took it too the store, they said they could not take the item, attempted to call customer service, The store manager told me to email toys r us and tell them that he received the item. I have tried. Cannot get in touch with anyone, been on hold for customer service now over an hour. I did on line chat, which I was told to call customer service.
This is not my error, I received the wrong item, I have spent over 2 hours trying to retun a stuffed animal This is a nightmare, after I received the rest of my $400.00 order I wont be back
Last night I went into your store to return a game I had purchased for cash yesterday afternoon. The game was Kerplunk and my daughter-in-law informed me my granddaughter already had the game. After going home and getting my father settled (I care for him as he is elderly) I went to your store to return the game. In my haste I forgot my purse and subsequently didn’t have my license. I did however have my receipt. In customer service there were two maybe three employees standing around talking. There was a sign to go to register three for all returns. When I got there the cashier was busy returning for another customer so the young girl at another register offered to help me. I gave her my bag and receipt and she started the process. The cashier asked for my ID and I explained I didn’t bring my purse. She said no problem I’ll get my supervisor to put the code in. After calling the supervisor at least three times (we were literally a couple feet away but they were deep in conversation in customer service and unaware of anything else) she did come over. When explained the situation the supervisor said no refunds without ID – she waived the receipt at me and told me to read it. Her tone was condescending and I reacted by saying I committed the fing crime of the century not having my ID. I work in the courts and know very well not everyone has ID. Some people do not have charge cards. I understand the policy for electronics (they have serial numbers – extended warranties) and large ticket items as the get stolen – but they are usually bought on a card. Toys R Us is In chapter 11 and needs business. My son and I were coming back this weekend to purchase several American Girl products. That will not happen now. Amazon has everything you have and free shipping. If everyone who is treated poorly by your staff boycotts your store your obviously in worse trouble. It’s a shame because nobody wants to see businesses going out and we want to support but your employees don’t seem to care.
p.leipziger@ yahoo.com
Sent from my iPhone
To whom it may concern I have had it with this company and its thieves that work for this company. I have spent thousands and thousands of dollars and you people steal my rewards points. I spoke to a customer service representative who I thought was telling me the truth but after what happened to me today it was all a lie. I requested my rewards points to be paid which valued $200 which was supposed to be mailed to me on nov 28th LIE customer service rep today said my rewards were redeemed how can that be they were not mailed to me . I don’t know what joke you people are playing but I’m not laughing Charlie green helped me get $140 back by giving me codes over the phone. I want my $60 owed to me and something else for my troubles because this is the third time I am dealing with this. I want somebody to respond immediately a really pissed off customer Mr Rizzotti
I am a customer but will not be next year. I received a nice letter about how TOyrus is trying to improve so they don’t have to file bankruptcy. They need to just close period. I have contacted customer service several times to be put on hold, stating they are checking. THEY NEVER COME BACK ON THE LINE! At least one was decent enough to just hang up on me and not play the hold game. ALSO, the fingerling situation is ridiculous. YOU HAVE THEM LISTED ONLINE BUT state they are out of stock. once they were in stock but you could not purchase them online. WHAT IS UP WITH THAT? I know that you are in the business to make money but at holiday time that is just rude and mean because you know that ToyRUs are only located in large cities. The rest of us who have to work/live in smaller rural towns and cannot just drive there every morning waiting on the truck to get one. WELL it is on my granddaughters Santa list and I will be sure and tell her TOYRUS would not sale to Santa unless he was in the big city. So if you have to close or file bankruptcy I still have Wal mart and Target so it wont really matter to me.
I would like to also know why an employee can’t not get into workday so can verify when they get paid besides being told to make sure it is true. Does this company pay weekly or every two weeks an employee’s check? Also why there is not anyway to call headquarters to verify when payroll is sent to sent to a local location so an employee can know. It is an employee’s right to be able to verify and hopefully I do get paid even if only two days of work for one week still my time. I am sill surprised out all of stores how this one became like it did.
My complaint being about how treated as an employee being told to be searched every time I leave the workplace to prove I’m not stealing but no other employee being seen to be searched to prove they are not stealing either at Melrose Park, Il. 60160 besides how the attitude was for only working two days a week part time and have to wait two weeks just for that to get paid. I know stores depending on who is hired how ignorance can be with people but for this store I was really disappointed that they would be that way.
It just seems brick and mortar stores don’t care about customers let alone employees in general anymore the way they are run today.
Andrea was yelling and cursing over the loudspeaker. “Faster.Faster Move your a**es”. Then later that night she came in discussing some one name Robert. She kept referring to us as “that one with the….” never by name. Like we were just Things, not valued employees. Latonya Cunningham, Jamal and Ivory was the nicest person there. I was never allowed to take a break or even have a quick bite to eat. I did notice some were allowed to sit even ride to do their work. I did ask for a break to smoke and was told to log out for a 15mins break by Susan. They need diversity, professional and inclusion training.
I went on line last night and found a great sale on Disney Infinity characters. I put them in the shopping card and went to bed. In the morning I discussed the characters that I chose for our daughter to confirm my choices. My husband said ok and then I went to purchase them from the card. I left the computer on overnight with the shopping cart up. I clicked on an item in the card to double check that it was compatible with Wii U. It did not state in the description, so I went back to the card to place the order. Surprisingly, everything in the card jumped up 3 times in price. The characters that were all priced at $3.74 were not $9.98. The shopping card went from a total of $30.66 to $83.96. What the heck!!! I sat on the phone with customer service for almost and hour and they could not help me. How could the price increase 3 times the price in less than 12 hours? Talk about bait and switch….. oh, she came to purchase the merchandise, let’s jack up the prices. Finally, the customer service person said that the price was never that low. Now you are calling me a liar! Extremely upset!! You have lost a customer for life!!!!!!!!!!!!
Today, I went to my local store to start my holiday shopping i would like to comment on the appearance of your stores. After thinking about the tough financial Times that brick and mister stores are experiencing, perhaps it is time to take a page out of the past. Growing up the holidays were a complete experience, lights, music, excitement, even Santa. If you set up your store as a children’s winter wonderland, including small play areas, so kids can see and feel the newest and coolest toys, children will come and parents are a captured audience. Music and decorations also set the stage for shoppers to linger. Right now it just seems like I should rush in, throw my money down and get out. Be like a scaled, affordable FAN or Marshal Fields, bring the fun back.
Went to the store in Glen Burnie Md so our 3 yr old Grandson could use his gift cards, but told the gift card system wasn’t working nationwide and they couldn’t sell or redeem the toys r us gift cards. Funny you can go online or call to check the balance but couldn’t use them. The whole point of going there was for him to use his “money”.
I have a question about workplace conflict of interest. Does Toys R Us have a policy that forbids an HR supervisor from cohabitating with an employee under her supervision. At the very least does this not give other employees the impression of favoritism. Let alone implications of preferential scheduling of hours or days off, possible promotions, handling of disciplinary action if appropriate etc.
It would seem to me that such a situation could easily fall under conflict of interest and possibly even have legal ramifications. Is there any policy in place guarding against supervisor employee cohabitation?
Every visit, Every employee, Excellent Service…no matter which store we go to! LOVE TOYS R US!! Even the adults get to be kids, and the employees join in. Best customer service we have ever had, any toy store, hands down!! Never going to find a store that beats Toys R Us!!! Ever!! Rowan Family!!
I recently received a resume from one of the Supervisors of Toysrus Memphis locations and was very disappointed in her behavior. Not only is this individual very unprofessional but very verbally disrespectful. It shocks me that somewhere that is based on children has such a terribly behaved supervisor. I truly believe that they should hire people that are proud of their job and not acting in such ways toward other business administrations.
I have been on the phone for over one hour trying to resolve a baby registry issue. Based on other comments I see here, I now believe there is no intention to provide the 10 percent incentive to new parents and the entire thing is a scam. I have made two attempts to get this resolved but the customer service is non-existent and escalating a call results in being transferred to a line that does not get you to a supervisor but rather a line that beeps incessantly (I have phone video to prove it). Tomorrow I will try reaching some executive at the corporate office to see if anyone is capable of resolving what should be a very simple problem. i’m not confident that will happen based on my entire experience with Babies R Us but would like to remain hopeful that they will make good on their promotion to register with them. Best advice to new parents at this point is register at the competitor and shop elsewhere!
Treat your employees better,close the god damn store on easter,and retrain the souless mangers, that give zero f**ks about employees. You know,when there is a major weather event,close the store. Worst company to work for! Take a lesson from chik fil a, on how to treat you employees!
Just TRIED to order items from a registry. BUT the site has so many bugs in it that I was unable to proceed further than just picking the items. Even then the site was VERY slow. The after picking the items I could not go any further, I kept getting a bad script message and could not get around it. I had to exit out and lost all the previous work there. I doubt I will ever recommend this company for anything!!!!! Or ever buy anything there ever again!!!!
They have the worst customer service. When they have sale posted and next to no product on the shelf and pegs and when you asked somebody if they have more product and they tell you that they will check my scanning the barcode and then walk back and tell you that they have no more product but since Christmas they haven’t been getting much product in. but Advertise sale I just don’t understand
I have to say this is the worst customer experience I have ever gotten. I had my baby registry with you guys and have nothing but problems. I ordered a $890 baby dresser and it came damaged I called every day pending 7 days and no one still picked it up from my house! I have yet to here from anyone and have a broken dresser they claim the trucking company was gonna call me in 48 hours it’s now 7 days. I would like to say that this company doesn’t care so therefore I am returning my stuff and will shop elsewhere. Please be aware people !!!
I have had nothing but POOR to TERRIBLE customer service dealing with customer service at both Babies R Us and Toys R Us.
I registered for my baby shower and was told that I’d receive 10 percent back in a gift card for my daughter after 12 weeks after her due date. I RECEIVED NOTHING. I made 4 phone calls and was told, it’s coming, you did not miss it. Went into the store and spoke to a manager and he issued me a reward for $182 which is HALF of what my items were. My furniture was purchased there and that alone was over $3000. My total purchases were over 4 grand. I have made numerous calls to corporate and have gotten absolutely no where. Im told I NEED RECEIPTS from my registry when I DID NOT buy these items, come on! I would email the CEO myself and tell him that as a business owner I WILL NEVER SHOP there again and that I’m aware that there is LAWSUIT against you for this same issue of CHEATING customers out of their rewards for registering there. I was told 2 wks ago during my 6th hour on the phone trying to resolve this that I’d get a call back and an investigation was being done. Still nothing. I have a 4 mo old and you have lost a customer who would have spent THOUSANDS there. I’m done. WORST business ever.
I totally can relate. They scam people out of their points. My guess is that most people don’t monitor their points. I just started my rewards 4 months ago. I still haven’t received my points. Two nights ago I was on the phone for 3 1/2 hours. It was a conference call between me, toysrus and toysrus master card. By the way. This was my 3rd attempt at fixing this issue. Even Master card was telling them they owe me the points. Toysrus just wouldn’t have it. No help. The call ended with toysrus telling someone would call me in 24 to 48 hrs. Big surprise. ….no call. I’m going to try corporate. Then better business bureau. Good luck!
i ordered the V tech go go raceway for my grandson, the elevator is defective. i called to replace it. the only store that has it is 43 miles away. when i called customer service they told me to ship it to them, wait for an email confiring they received it, then PAY FULL PRICE TO REPLACE IT. and then wait for a reimbursement because i paid using a pay pal account, thats ridiculous. It was a christmas present, why should i have to pay full price for a defective item and wait for a reimbursement, im calling the corporate office and the BBB this is terrible customer service, i will never order anything from Toys R us again.
I ordered online, and you sent an email saying not sure when it was going to be shipped, the same day I received a tracking number from fed ex, label was made. Nothing changed in the status, and called toys r us, horrible customer service.
After almost 3 weeks, I called to cancel the order, and get my money back, I was told that the cancellation had to be approved before the money returned, still waiting for the money to be refunded. I am done with toys r us.
Ordered Nov 27th for ship to store. Customer service desk at the store keeps telling me it’s stuck on the truck somewhere that’s all they could tell me 🙁 called cust service help desk waited 20 minutes no one picked up. Please contact me to resolve
I have chatted, called on the phone, contacted the company via Facebook, and my issue has yet to be resolved. I have been transferred over and over again and told that I would be contacted within 24 hours several times. I have yet to receive a call, or email from anyone. I placed my order on 11/28 and paid extra for shipping versus the free shipping option. I was told by a representative the shipping option I chose would ensure that my order would ship out of the warehouse in 1-2 business days. My order has been sitting in the “item located in stock” status for over 2 weeks now. If the item were in stock at my local store, I would have chosen the pick up in store option. I was told having it shipped to the address of the recipient and paying additional for the faster shipping option would ensure that the item would arrive by my nephew’s birthday which is Friday, December 16th. I do not understand how not one of the seven representatives I have had encounters with, have no idea what is going on with my order. Toys R Us has my $155 but I have yet to receive the item or a response from anyone within the company. This is unacceptable. I have been patient but the lack of cooperation on your end does not sit well with me. I have never had any issues at the local store and wish they would have had the item so I would not be stuck in this situation today. My order number is 3774302757, my first “escalated case number is 161208-0050301 for which I have yet to receive a response, my second escalate case nubmer is 161208-005030 for which I have yet to receive a response. If I am not contacted by end of business today, I will be contacting the local media to shed some light on the way your online practices have been causing hardworking families hardships during the holidays. I am clearly not the only one that is not satisfied or has yet to be contacted, just look at your reviews on social media. Your online customers are upset and nothing is being done about it.
Placed an order for baby shower tried to cancel order next day because of incorrect address on baby register customer service said address was updated and items would be sent never received items have been basically alled thief and told by ur reps this is my fault and have so far not received a refund after being told repeated i would am no disputing with my credot card company how horrible ur customer service is i will never urchase anything from u again all will warn everyone i know how bad u r
Hello,
I placed on order on cyber monday. The order shows that the items have been located in the warehouse but nothing more. One item has shipped.
I have called twice now trying to resolve this issue and get the order moving. I have been told both times that I need to wait 3 to 5 business days to get a reply by phone. This is ridiculous because I was on the phone with a live person both times. The second time, I even spoke with a supervisor. I do not understand why no one can get my order moving. The money has been deducted from my account, so I know it is not a money issue.
The items in this order are Christmas gifts, and like so many others who have ordered from you, I am depending on this order to make my children happy. It seems I have a learned a valuable lesson… NOT to order from Toys R Us.
I am so disappointed with my online experience and at this point I am keeping my fingers crossed that I will receive my items for Christmas.
It is my hope that by posting here, I can get something done to get my order moving.
Thank you.
Lisa
Hi I am writing today to inform your company of just how your customers are treated…i am a mother who works 2 jobs to support her family and putting my husband through college to better himself and our families future so yes money is tight and I know $140 may not sound like much but it is to us… I placed and online order on December 1,2016 to order my son an present for his birthday he is a great kid and deserves the world and I want nothing more then to see him happy… Well I got an email that my item had been shipped and the street address was correct but not the city or the zip code and I know I put the right billing information in OR my credit card would have been declined so you can’t put the blame on me… Well I called the company and was told to contact FedEx that they could fix it…i call FedEx and no they can’t the sender of the package (toys r us) has to call them to verify change of routing OK so I call your company back and I must say you have a few rude and plain lazy employees who tell me yet once again I need to call FedEx and tell them to I can’t remember the exact words used but to change it to my address I asked the man if by chance I get it corrected how will the shipping be paid to have the mistake corrected and get my order I am told I will have to pay for the shipping to correct your mistake so I was actually going to do that for my son but FedEx once again said no the sender must call us there for I called once again I might add that is about 2 hours of my life I will never get back but Ms. Tori Black answered the phone and your company needs more people like her she is an amazing woman who deserves a lot in life and I hope your company takes great care of her she could actually sympathize with me and made me feel like I was a human being and not just a paycheck she got my issue resolved but it will take about a week for my money to be refunded and now I am going to have to drive an hour and a half to get to the closest toys r us to get this Sky viper 2400 that my son wants…that means I will be spending an extra at least $60 in gas and not to mention taking time away from my family on my only day off to fix a mistake your company made so I can have the birthday gift for my son… I would never order or go to this store again after the way I was treated but thanks though Ms Black you still have a customer… I am not asking for a hand out or anything from you cause it wouldn’t do me any good I just want to let you know how your customers are treated
I want to know since your policy won’t refund my money till the package is delivered back to y’all and I still have to wait 5-7 days how in the world can I have that gift for him on Sunday for his birthday… I have no gift and no money now… I need answers and none of them can be answered apparently
Sincerely
A tired over worked mom
About my complaint I filed this took the cake you want to freaking offer me an appeasement on my next purchase are you serious… This is the email I received for yall
Hello there, Amanda,
Thank you for contacting Us about our webstore. We sincerely apologize for any inconvenience you may have encountered—and will assist you however we can! Here at Toys“R”Us and Babies“R”Us, we want every Customer to have a pleasant experience, and we’re disappointed whenever we fall short. Please forgive Us!
We are very sorry that you did not receive your package, I know this will not make it right but can I offer you an appeasement so you can use on your next purchase? Please reply to this email and let us know if that is something that you would be interested in.
If you have any additional information—or we can offer any further assistance—simply reply to this email or contact Us at one of the numbers below. We’re always happy to help! If you choose to call, please be sure to have the following reference number 161205-000204 ready.
Again, we’re sorry for any inconvenience—and hope you won’t hold it against Us.
Thanks for getting in touch with Us. We look forward to serving you again soon!
Wow I can’t believe you guys I want my son to have a birthday for God sake and you actually think that after the way this was handled I would ever shop there agin? All this time wasted because of ignorance and lack of customer care I don’t want a freaking handout from yall it don’t want anything at all but for my son to have his gift and now he won’t cause FedEx teamed up and joined the stupid club and didn’t change the address on the package so it is going back to the sender and my house…I know with all the money you make every yr you could afford better training for your employees and maybe try and do a little more about the screw ups you do…you really think a $10 discount is going to make me happy or even ever want to shop there I want a appolagy that is sincere not a discount… You wouldn’t know how to be sincere if your life depended on it though so I want to say a big thank you for leaving me with no refund and no gift in time for his birthday y’all can all go kick rocks
So I had a chat with FedEx and apparently there is a special agreement that your company has and y’all have to be the ones to change the shipping address I have that chat saved here it is
Kayla M (12/7/2016, 1:41:52 PM): Hello Amanda ,thank you for visiting FedEx.com I am Kayla and will help you today.
Me (12/7/2016, 1:42:09 PM): Hi kayla
Me (12/7/2016, 1:44:41 PM): I called 3 separate times and talked to 3 different people who all told me I had to have the sender change the rout when I called yesterday I was told I could have done that myself well toys r us did finally call 2 days after incase told to refuse the package and it was still in he warehouse not being shipped and changed the address and when I tracked it the package is going back to the sender
Kayla M (12/7/2016, 1:44:55 PM): Yes the shipper called to have the package returned back to them
Me (12/7/2016, 1:46:14 PM): So I call yesterday and talk to a supervisor and I asked her why it wasn’t changed and she told me that I shouldn’t have waited so long to change the shipping that really upset me when your company told me I couldn’t do it and for her to have a smart remark like that I really dont appropriate it
Me (12/7/2016, 1:46:59 PM): No I refused the package and it was going to get sent back they called and changed the information to have it shipped to me
Me (12/7/2016, 1:49:39 PM): Had I known in the 3rd when I called the first time I could have changed it I would have and I wouldn’t have been told to refuse the shipment but for 3 employees from FedEx to tell me I can’t change the address I think there is something wrong there
Kayla M (12/7/2016, 1:52:12 PM): I do apologize about that, This would be between you and Toys R Us as they did not give us the correct address to deliver to, And the reason that you was told that you could not change the address, is because only the shipper can authorize an address change as they are charged for it. I do apologize
Me (12/7/2016, 1:54:23 PM): Well a lady I talked to before the supervisor at FedEx told me I was miss informed by FedEx and that I could change the address because it didn’t have a signature or something like that so what is it could I or couldn’t I have changed it?
Kayla M (12/7/2016, 1:55:17 PM): No I do apologize the informaton that the 3 reps gave you was correct only the shipper is authorized to make the address change
Me (12/7/2016, 1:56:53 PM): Well then why does toys r us say that I can’t call and change it cause that is what their customers have done all along?
Me (12/7/2016, 1:57:16 PM): That I can call and change it
Kayla M (12/7/2016, 1:58:02 PM): I apologize but you was misinformed only Toys R Us can change it due to a special agreement
Me (12/7/2016, 1:58:44 PM): OK well then I guess they haven’t received the memo on that cause no one over there knows about tgat
Did y’all not get the memo? Well after a few days of calling one of your employees called to change the address and we’ll I noticed it was still being shipped back to y’all and not to me I thought is was FedEx who messed up no your employee told them to ship the package back to them!! Why on earth would he do that?? Knowing my situation and the mistake y’all had already made with the address?? I don’t want your stupid appeasement I want your company make a right out of this horrible mess y’all have made and still no gift and no money return so I have nothing for my son… Would you corperate guys let someone treat y’all this way oh no y’all would just throw money around and get things done so i am going to get my voice heard one way or another
Chat Reference Number : 05611638
Inquiry Description : I need to file a complaint with the company that has caused me to not have a gift or money for my sons birthday toys r us is also at fault and they are being delt with
Chat Started: Wednesday, December 07, 2016, 13:41:53 (-0600)Chat Origin: US Claims inviteAgent Kayla M( 0s ) Kayla M: Hello Amanda ,thank you for visiting FedEx.com I am Kayla and will help you today.
( 17s ) Amanda: Hi kayla
( 2m 50s ) Amanda: I called 3 separate times and talked to 3 different people who all told me I had to have the sender change the rout when I called yesterday I was told I could have done that myself well toys r us did finally call 2 days after incase told to refuse the package and it was still in he warehouse not being shipped and changed the address and when I tracked it the package is going back to the sender
( 3m 3s ) Kayla M: Yes the shipper called to have the package returned back to them
( 4m 23s ) Amanda: So I call yesterday and talk to a supervisor and I asked her why it wasn’t changed and she told me that I shouldn’t have waited so long to change the shipping that really upset me when your company told me I couldn’t do it and for her to have a smart remark like that I really dont appropriate it
( 5m 8s ) Amanda: No I refused the package and it was going to get sent back they called and changed the information to have it shipped to me
( 7m 48s ) Amanda: Had I known in the 3rd when I called the first time I could have changed it I would have and I wouldn’t have been told to refuse the shipment but for 3 employees from FedEx to tell me I can’t change the address I think there is something wrong there
( 10m 19s ) Kayla M: I do apologize about that, This would be between you and Toys R Us as they did not give us the correct address to deliver to, And the reason that you was told that you could not change the address, is because only the shipper can authorize an address change as they are charged for it. I do apologize
( 12m 32s ) Amanda: Well a lady I talked to before the supervisor at FedEx told me I was miss informed by FedEx and that I could change the address because it didn’t have a signature or something like that so what is it could I or couldn’t I have changed it?
( 13m 25s ) Kayla M: No I do apologize the informaton that the 3 reps gave you was correct only the shipper is authorized to make the address change
( 15m 0s ) Amanda: Well then why does toys r us say that I can’t call and change it cause that is what their customers have done all along?
( 15m 23s ) Amanda: That I can call and change it
( 16m 9s ) Kayla M: I apologize but you was misinformed only Toys R Us can change it due to a special agreement
( 16m 51s ) Amanda: OK well then I guess they haven’t received the memo on that cause no one over there knows about tgat
( 18m 41s ) Kayla M: I understand I do apologize about that
( 22m 29s ) Kayla M: I am terribly Sorry about the issuses that you have had with this package Amanda
( 23m 39s ) Kayla M: May I assist you with anything else today
Here is my email from FedEx confirming everything
I had the store manager Jennifer hang up on the phone on me today. We went to see if we could go and get a hatchimal. So we get to the store and a line. We figured that. But after we stand in line we get to the front. There is a sign that they are sold out. I called the store and was told they gave tickets out the night before. Plus this morning at 6:00 and they let people know the night before!!!!!! So we wait in line freezing and they couldn’t come out to tell us. She had no answers for me except click. Well that’ll cost you some business!!!
never again would I shop at toys r us
No you are not getting one for free
OK..so I was on the website this am and saw you had hatchimals!!! It said add to cart but wouldn’t let me! I opened four more tabs to see if it still said add to cart and it did!! I attempted to add to cart to no avail and I even took a screenshot to show that it indeed said add to cart!I am EXTREMELY upset by this as my AUTISTIC child really wants one and our funds are limited! I even called in to customer service about this today and they logged the call but did nothing. How can I not be compensated for this mishap. It is the company’s fault and all the woman said was ” oh, we are having trouble with our website, I apologize! An apology would consist of toys r us sending me a hatchimal for my trouble and false advertising. I don’t want to be that person but I (and i’m sure others) can easily make a tiff on social media about your false advertising and getting kids hopes up this Christmas! I hope you find it in your heart to rectify the situation and not break my child’s heart as she was sitting here with me and went through the traumatic experience of an autistic meltdown. Thanks again toys r us!
Seriously you need to get over yourself. Why would you tell your child he was getting something when it wasn’t in hand. And you are totally being that person. No you can’t get one for free
I went to Toys R Us today to by a $10 toy for a Birthday party. I had my walet in the cart. I left my walet in the cart in parking lot.
Frantic hours later,because I had my Grocery money in my walet . We are stuggling to make ends meat- so 160 is not enough to feed a family but we survive. This was the first party my son was ever invited to and I was trying to do to many things at once with two babies .
I called them. They said no walet.
I had a gut feeling and called back asking to check the shoping carts as I let my shopping cart in a desolate area . I was right my walet was there. Cash in tack so they said . As soon as I got there so greatful and crying . They have me my walet with no cash ….
Why , what happend???
The manager shrugged his shoulders and said “Just be Glad you got it back”
It’s 3 am and I can’t shake the feeling an employee took it …. and I can’t stop the tears . It’s only 160 bucks but to my family that was Food!
Truely Heart Broken !!!
I can’t believe the manager at the toys r us store in Lafayette LA. Didn’t close . Due to major street flooding and school closing Friday . He said all employees must come to work or they will get written up. This manager needs to be suspended for a week with no pay. For ignoring the safety of his employees. Also not calling Corp on this issue. And if I worked there I would of called Corp.
The Terre Haute store is ridiculous, they use to have a wonderful employee named Amber over on the baby side and she was extremely competent on everything to do with baby stuff. She still works there, but they have her only on service desk and passed her over for promotions even though she is by far the most knowledgeable employee in the whole store. Now they have two other “specialists” on the baby side along with a supervisor that do not know what they are doing. Most of the time, you can not even find them and when you can they are back at the registry desk sitting down talking and completely ignoring the customers. I do not know why Amber was not promoted to one of these positions, she always goes above and beyond in her customer service and tells me about good deals that I can get. I am a faithful shopper of your store and would like to see some changes being made. I do not know the names of the “specialists” that you now have but, I can guarantee that Amber knows more about baby stuff than everyone else on the side put together. Both of the girls in the new positions and the supervisor over there always give me an attitude when I come in there. I may start ordering online from other competitors if this issue is not resolved. You guys made a huge mistake by not promoting the person, Amber, that deserved it the most and I feel the store will suffer from it.
I am PISSED!!!! I never got to toys r us simply because your stuff is over priced but I went to lay to the one in Schaumburg, IL. Only because my daughter had some gift card. We walked around so she can find exactly what she wanted. The store was packed with only 2 cashiers so the wait was horrible. I get up there and use my toys r us gift card and a visa gift card she also got. Well it was $5 over and instead of taking off one small item they voided whole order and put back on gift cards which now I have to wait 2 days to be put back???? Are you kidding me? You guys can’t delete an item off? Now I have an 8 year old crying her eyes out because has to wait two days to get he toys again. Biggest crock of sh*t Ive ever heard. I will be blasting this all over every social media for days now. I’ll be so annoying to you guys it won’t be funny. Another reason to never shop at this dumb a** chain of stores. I pray you guys go out of business you don’t deserve to be around crooked a** stores
My husband and I were in the Athens, GA Toys R Us Friday night, May 6. While in the store, my son picked out a Corvette toddler bed, however I was unable to find a single employee to assist us with purchasing it. I went back Saturday afternoon and purchased the bed and a Finding Dory slip and slide. The cashier was extremely rude throughout the checkout process. I was told to pull my car around to the side of the building to pick up the bed. As I was getting into my Jeep, said cashier came to the door and yelled across the parking lot that there was no way the bed would fit into my vehicle. I told her that I would like to see the box and at least measure it to see if it would fit because I do not live anywhere near the store. She then became almost irate and told me that she knew the box wouldn’t fit. After arguing with her, she finally sent two male associates to the containers where the bed was stored. While walking to the container, I overheard her whispering about how unreasonable I was being and that she was going to show me that she was right. After measuring the bed, the male associates confirmed that the bed WOULD in fact fit. By then, I was so angry about how I had been treated by the cashier that I walked back into the store to return the bed. I spent $299 on that bed. I deserved FAR better customer service than I received. The cashier was arrogant when I asked for a refund and pawned me off on someone else who was also less than polite. My husband is in the military, we have shopped at Toys R Us and Babies R Us all over the country. We have spent an unbelievable amount of money at your stores. Now I am rethinking shopping there at all.
The managers that are overseeing your store in Jefferson Valley NY need immediate retraining in HR and employee relations. I have seen them humiliate and belittle the staff in front of their co-workers and customers (children included), criticize and take over when someone does not understand a process instead of retraining or explaining, and I personally know of someone who has been denied a 15 minute break on a 6 hour shift because the manager “forgot to make the break schedule”, as well as being threatened with termination if they needed to leave early for a previously scheduled doctor visit. I am completely appalled at the things that I have seen occurring at this store, and will not EVER make another purchase from this corporation. Absolutely DISGUSTING.
middle village ny toys r us manager is nasty person who talks to the staff like they r garbage! he threatens them with termination and curses at them! hes in everyone business that has nothing to do with him extremely paranoid and yells for no reason! other managers were very nice and professional this one(David) is not!!! i would try drug testing on him !!he is NOT manager material at least for this store! ive tried for transfer he refuses and yet doesnt want me here either! HELP!
This store has bad customer service ,the cashier don’t know what he’s doing ,I enter that store every week and there always have one cashier or no cashiers ,they have customer service department doing the cashier work ,the lines are long and you be waiting 20 mins or more on line ,cause the have 10 cash register lanes ,and only have one cashier .this toyrus is the worst store to go to ,they need new staff ,more cashiers ,and better managers ,I work at that toyrus before but never seen it this bad,the district supervisor for that store need to do something about this asap,this store is going down ,the customer service is terrible …the store is located in Bronx New York ,address is bruckner Blvd and whiteplains rd
This is in regards to your stores very rude employees when I tried to return an defective item after only four days using the store credit card. I am a military veteran and cannot give out my driver license due to my illness. I was never told about this very intrusive and awful policy where my identity and my life is not cared for in respects toward my safety. The store signs do not display you need a d.l. with a receipt nor do the employees ever tell you this before you make a purchase. I think this is a deceptive sales practice. I will not ever shop their again. This happened in Harrisburg, Pennsylvania. Buyer beware our identity is at risk ever time you give up your personal stuff.
I found out lately that even with a receipt that you can’t return or exchange anything after maybe 2 or 3 times because they give you a slip of paper stating that ..even though it isn’t posted anywhere in the store nor do the associates explain this terrible policy.
As a customer I feel that this is a slap in the face when you have a receipt and can’t return something whenever you feel as long as it’s with in the 90 day period…toys r us is treating everyone as an criminal even if you have a receipt…
So me and my husband returned everything we brought back to toys r us since no one could give us a logical reason for such a ridiculous procedure.
– You could buy him some sports emiupqent of whatever sport he plays. Example, tennis a brand new racket.- You could suscribe to a number of sports magazines.
Toys R Us customer service canceled my
R Us credit card without my permission
On Fed 1, 2016. One girl told me it was canceled in July on 2015. I told her no it was not and she told me I was wrong.
The customer service person who was helping me the first time was very rude and very unsociable. I told her that she was very rude short and abrupt and she kept telling me I don’t know what you’re talking about she just kept repeating that over and over again instead of saying I am sorry or apologize if you feel that way she never said that. I inquired about closing my card she said that if I did I would lose my rewards dollars so I told her know that I do not want to close my account because I do not want to lose my reward dollars. So after the conversation was ending I told her I did not want to cancel my card. She canceled my card anyway without my permission without me saying yes when I told her no do not close my account two or three times. She closed it anyway. So I have been given the runaround their toys arrest I asked them if that was the corporate office that I was talking to or the headquarters and they said yes it was and I believe I was talking to a group in Atlanta? They canceled my card today one girl told me it was canceled July of last year that it was not canceled today and insinuated that I was a liar. They passed me off to three other people saying it wouldn’t be a problem to correct my card and get it activated again and then they told me that it probably would be a problem and that I would lose all my points and everything and I could never have another A Nother credit card activated through toys are us again is the way that I took it from the first lady in the second lady in the other lady that I was talking to you. I have been to Vegas to her and pay my bills and have been honest through toys arrest ever since I signed up now I get treated like this I get treated like I’m a criminal or a liar.
I have never been treated like this ever!!
They told me that they would have to review the conversation and let me know within 3 to 5 days if they would activate my card, but it depends on the Conversation!!
They told me that I have not used my card sense July 2015. I have.
I can’t believe that she cancelled my
card without my permission..
I think to get even for
Me telling her that she was rude.
If my card does not get reactivated.
I will never by another item again from Toys R Us.
I have a case number.
Thank you,
Suzanne Sutton
I WILL NEVER SHOP TOYS R US AGAIN!!!!! No compensation for being treated like crap by Toys R us Employees and Managers. Toys R Us is the worst for customer service and apparently not only in the stores but also in the Corporate Office; when you look up the corporate number, it is the same number of the representative you just spoke with. There is no customer service number within the corporate office. Toys R Us knows exactly what they are doing. Getting all the money they can from us hardworking individuals and then they turn their heads and say we are a Third Party Vendor it is not our problem….STILL VERY DISAPPOINTED……SAD LITTLE BOY ON CHRISTMAS DAY… AND A MONTH LATER I AM DEALING WITH AN ISSUE INVOLVING A SECOND VEHICLE I BOUGHT HIM Avigo Range Rover Sport 12 Volt Powered Ride On – White TO REPLACE THE FIRST ONE I BOUGHT Power Wheels Baja Extreme Ride On THAT HAD AN ISSUE THE ENGINEERS COULD NOT EVEN FIX. By the time I received money for the first one it took that long before I could finally get him a replacement Christmas gift. Now this one is having issues and Toys R Us you guessed it are not helping me to fix the issues.
Toys R Us was a big help when I purchased the vehicles and the warranties and why I might add is probably because I paid around $450.00. They were a big help when I paid the money. I paid for the vehicle, the warranty and to have it put together. The vehicle was going to be finished the next day 02/01/2016 by 17:00. I showed up at 19:00 and you guessed it the vehicle was not done. Besides waiting another 40 minutes the vehicle had scratches, stickers put on sideways and battery not charged as promised to my son. The Associate the day before told my grandson he would make sure the battery was charged so he could ride it as soon as he got home. When they finally finished putting it together a female manager and associate brought it out to my friends truck I said are you sure the battery is charged and the manager very snotty said I am not sure why you ever thought we would charge the battery for you. We are not here long enough to leave a battery plugged in so we would never tell you we would charge a battery. I told her the associate told my grandson the day before it would be charged waiting for him to use when he got it home and she said well it’s not.
I took it home the manager said it needs to charge for 17 hours the green light will turn on when the battery is charged; the green light never came on. I called Toys R Us back on 02/03/2016 after I let the vehicle charge 17 hours plus and the charger never turned green. The associate that I spoke to told me well you waited too long and the light turned red again and you have destroyed the battery it is NO longer good. I said the charger never turned green. The manager said it is charged when the charger turns GREEN. She said DO NOT UNPLUG UNTIL IT IS GREEN! I did what she said; well the charger never turned green; I asked to speak to the manager after that and what does he say (George) to me, Ma’am we are a third party retailor we have nothing to do with the vehicles once they leave our store, you need to call them. I ask do you have their number, he said NO Ma’am we do not have their number. I unplugged the car and let my grandson ride around in it after that. I have NO idea if the battery is good or bad if the charger is broke or not. The switches inside the car stick and don’t want to go off it’s like they have a short in them so they AA’s run out because you cannot get them to stay off.
I called Toys R Us to try and get help with this vehicle since they put it together and that is when they told me they are a third party they have nothing to do with the cars even if they put them together and they have issues. I asked do you have a number to the Company and they said yes we have a number to Power Wheels and I kept saying I do not believe this is a Power Wheel as the person continues to talk over me and she said yes it is I finally say AVIGO and then she tells me NO we don’t have their number it you can find that information underneath the vehicles. I spent a half hour looking under every wheel I mean every inch of that thing and there was NO NUMBER NO NOTHING to be found. I call them back and I tell the associate that I am tired of how I am being treated I am ready to return this vehicle. I told her I cannot not find a telephone number like they said I would and now the vehicle is even scratched more there is NO Instruction manual online for this vehicle so I cannot read about the battery or the buttons I only have a Spanish version and I cannot read Spanish so to me all it is good is to help start a fire. No one at Toys R Us wants to help me get these issues but they had NO problem taking my money. I was upset and the associate could tell and she said let me let you speak to my manager and I said is it a male or a female and she said a male and I said it is probably the same one from the other night and she said we have a few here so I said or; sure enough George the manager at Toys R Us Store Located @ 840 N 54th St, Chandler, AZ 85226. He gets on the phone and he says I have the phone number, email address and web site for the Company you are looking for. The day before that man said he had NO information and was rude to me and today he says he has those things he gives me those three things there is NO sorry about all the issues or hassles or problems or for being rude or problems with the vehicle he says nothing, all he did was HANG UP.
I am very upset I am seriously thinking of writing the better business bureau.
I ordered a travel system online on Jan. 5th. I received couple of emails confirming my purchase and one email stating that my order has been processed, item is now en route from our warehouse to the selected Ship to Store pickup location, and I will receive a Ready for Pickup email soon! To my surprise, after two days (01/7th), I received couple of emails stating that, “We are contacting you because the Store Pickup item(s) in your order #********** have not been picked up. As a result, these items have been cancelled from your order”! They didn’t send me a ready to pickup email and directly canceled my order! That too, the reason given for cancellation was, as I didn’t pickup the item”!
When I contacted the customer service number, they told me that the item was sent to the store, but someone else might have taken it from there! How is this possible! Now I guess the item is out of stock; they are telling me to keep looking for the item and reorder it, when the item becomes available! Is this how the ToysR us do business? Is this a normal practice, even after making the full payment for an item online?
I went to the toys r us in Culver city on Jefferson Blvd for my son’s birthday, he’s been a part of the birthday club for years and this year they sent him an invitation to take a picture with Geoffrey from 12 to 2. We arrived at 12 and asked about Geoffrey when we did a young man who worked there turned to my son and I and said yes UNFORTUNATELY he is, my son is turning 8 and isn’t stupid so he asks me why he said unfortunately and I said I’m not sure let’s find out when he comes out. I asked two other workers who were unaware and when I went to ask a third employee the young man from before returns and says he’ll be out at 12:45 to do the raffle and that’s it no more no less. At this point my son isn’t excited about it anymore and asked if he could leave. This experience is extremely disappointing because I remember being in this club and having great memories about it. I’m sad to say my son doesn’t have the same. If you can’t find employees to willingly step into a suit then I suggest hiring someone for that specific role, I’m sure if liberty taxes can find ppl to dress up in statue of liberty costumes to dance in the street holding a sign then surely you can find someone to wear a Geoffrey suit with a smile for two hours . It’s uncomfortable to know that you’re waiting 45mins to take a picture with a salty employee inside a suit. I dressed up as an Easter bunny for 4 hours just to see a smile on kids faces. Whatever happened to taking one for the team to see kids happy for their birthday. Thanks for ruining my kids 8th birthday with Geoffrey the salty giraffe.
Forgot to mention that they have the actual item in the store now…But I can’t have that item because it is not my order…And if I were to purchase it, I would have to pay the full price for it and not be reimbursed for the difference…..
Continuation from 12/24/15 post…Still have not received my order…I have called every day and I get a different response every time I call…I had to explain to my 6 year old grandchild Santa forgot something and I have to pick it up the next day…Well, the next day has come and gone…I called again this morning and was told the item has been shipped but they don’t know where the item is or when I should receive it…I WILL NEVER SHOP TOYS R US AGAIN!!!!! No compensation for being on hold for hours at a time and for not receiving the product ordered…Toys R Us is the worst for customer service and when you look up the corporate number, it is the same number of the representative you just spoke with….There is no customer service number within the corporate office….Toys R Us knows exactly what they are doing…Getting all the money from us hardworking individuals, taking the money from our accounts and not providing us the merchandise….STILL VERY DISAPPOINTED……SAD LITTLE GIRL ON CHRISTMAS DAY…STILL WAITING FOR PRODUCT 4 DAYS AFTER CHRISTMAS………
I have a customer service issue that I have been trying to get resolved since 12/5. I have gone to the store twice and spent an hour there each time. I have also called the customer service number 5 times, which included waiting on hold to speak to a rep. 45 min to an hour each time. I was told when I called the 1st time to go back to the store, which the store sent me home and told me I needed to call customer service. The 2nd time customer service said they did not know why the store sent me and should be able to resolve the issue. I went back to the store and after an hour instructed me to call customer service again. The 3rd call I made, I was told that a regional would get back to me in 2-3 days, but received nothing. The 4th time I was told I would receive a call in 4-5 business days, and also did not get a call back. The 5th call I was told I would receive a call before or after Christmas, and I have not received a call so far. The error I am trying to get resolved was due to an error made by an associate and could not be fixed by the manager. The store has not been helpful and seemed more annoyed to deal with the issue made on their end. Not only did I have to deal with the error made, I also had to deal with the issue of returning due to the error the associate made. The policy that Toys R Us limits returns even with a receipt and the associates error has also caused me to have to make multiple calls to the RAR customer service. I have spent countless hours trying to resolve this issue in order to receive the money for my refund and the store still has my product. I do not understand why I have not been contacted in over 3 weeks.
Extremly disappointed! I ordered a drone on line to have shipped to my youngest son, also bought the 16pk of recommended batteries for the deone with the online order, paid the additional 4.99 for 2-5 day shipping. I recieved my order confirmation number, and gave the order # to my son.. 3 days later I get an email, stating the order for the deone was cancelled due to being out of stock. So I contact customer service, asking why was I charged 111.80 since they did not have the merchindise to begin with, and continued to tell him that I want the full amount refunded to my account, but was informed, that they shipped the batteries already. Ok, what the hell kind of store is this? Do you not contact your consumers or customers? Why would I want batteries for a product you dont have, and further why would I pay extra to have batteries shipped, when I can pick them up at the store that is down the road? I am BEYOND DISAPPOINTED WITH THIS COMPANY. Not only will my 12 year old son who lives out of state not get his drone, that he thought was shipped, he is getting a 16pk of flippin batteries he does not need… Thanks Toys r us, first time actually shopping from you, but definately the last.
Approximately two months ago I purchased a slightly discounted item (Baby Einstein Neighborhood Friends Activity Jumper) from Babies “R” Us. When doing so, I noticed that the box seemed to have been taped shut. When questioned, the Sales Associate assured me that the item had never been touched, that the only reason why the jumper was discounted was because a newer model had been released. I was extremely thorough in verifying with her that the item was not a return nor had it ever been used as a floor model. This Christmas, my husband and I gave the jumper to our first born as his big Christmas present. We could not have been more excited! When we sat down with family to assemble the gift we worked so hard to afford for him, we were absolutely disgusted with what we found in the box. For starters, there was a layer of garbage that had to be sifted through before getting to the actual jumper pieces. All of the item’s original packaging had been ripped into pieces and thrown in the box on top of the jumper. Torn plastic bags, foam pieces and papers that could not even be identified. It was clear that the item HAD been a return and that I was lied to by the associate at the time of purchase. Once the garbage was discarded, we began to take the pieces out of the box to be assembled. What we found in that box next was absolutely disgusting. The seat fabric and plastic base were both covered in dirt and white animal fur and the fabric was discolored in certain areas. There were pieces that were scratched and pieces that had streaks of white paint on them. The base was sticky with some sort of brown substance and the other plastic pieces looked as though they had been chewed on. I cannot tell you how unbelievably disappointed and embarrassed my husband and I were to have to repackage (in front of our entire family) the big gift we worked so hard to afford for our first born on his very first Christmas. I love Babies “R” Us and have purchased many, many things from our local store for our son (including the setup of a registry). However, even though the store is willing to provide us with a new jumper, I think Target will officially be my store of preference for baby items from now on.
Holly
I place three separate online orders. I got a message each time that they were being processed. Then I got a message the because I had ordered two of the same item, one was being deleted. Then I got another message that it was cancelled all together. I place another order and went through the same thing. I placed another order that was confirmed. Then, on December 23, got a message that the latest order was cancelled because it wouldn’t arrive in time for Christmas. I think that would be my decision. Needless to say, I am done with Toysrus.
Very dis Toy R US this year. I always do my shopping online and spend hundreds of dollars for the Christmas season at this store. I went online and ordered my daughter a dollhouse on 12/13/15. Checked the order status on 12/15/15 to realize it had been cancelled. Called to find out why and the representative had no explanation. Was on the phone for 1 hour and 45 minutes and had another order placed for the same dollhouse. The representative guaranteed the douse would be here by Christmas. Present status states shipped on 12/16/15. Called back on 12/21/15 and was told I may not have my dollhouse for Christmas and they were sorry the previous representative told me that I would. Informed me that I would probably get the dollhouse by 12/26/15. This does not help when I already purchased several dolls and furniture to go with the dollhouse for my granddaughter to open Christmas morning. This may be my last dealing with Toys R Us since they can’t be truthful about orders that are placed timely and can’t explain the cancellation. VERY DISAPPOINTED!!!!!!!!!!
So, your company sent a wrong item, the first reorder gets cancelled, only by instincts to call to find that out, then I have been flat put lied to about when the bicycle will ship and arrive. It is a Christmas present that you screwed up but I am paying the price. What do I have to do to get my order there by Christmas?
I am so livid! I purchased a my little pony car for my toddler on November 30th. I received an email from Toys R Us on December 10th saying the item had shipped, and the funds were taken from my account well before the ship date. I tried to track my item to find out why it was not delivered yet. No luck tracking number did not exist. After being on hold for over an hour, I was told there was NOTHING they could do, it would not arrive by Christmas no matter what! You mean to tell me a purchase I made nearly a month ago will not arrive in time for my baby!!!??? They offered $10 for the inconvenience. What a slap in the face! This was in NO WAY my fault!!! I spent hours shopping on cyber Monday to even purchase this item for my little one. Santa does not come AFTER CHRISTMAS!!! And packages should not take a month to arrive!!!! And $10 seriously what the hell am I going to do with $10!? That doesn’t even buy a meal these days for Gods sake! I am so disgusted with the disregard and lack of compensation for such a HUGE mistake on Toys R Us’s behalf! I WILL NEVER SHOP AT TOYS R US AGAIN!!! NEVER!!! Customer service was absolutely horrible!!! Needless to say I was left with NO option but to cancel my order!!! Now I will spending my few days before Christmas out shopping for a replacement gift due to the ignorance of Toys R Us!!!
I placed an order on 12/2/15 and was charged for the doll house I never received on 12/12/15. How does this happen? It has been a nightmare dealing with the managers at the Union NJ store where my item was suppose to ship from. I am very disgusted with this store and the service on everyone’s part. Forget the 800 number can’t get through. I call the store when they open at 7 because that’s the only time I can get through. I will never order or buy from toys r us again and from how it’s looking my daughter will not be getting her doll house. Thank you so much toys r us.
Because items I ordered were not going to b sent by Christmas I immediately canceled my order was then sent an email that none of the items were available anyways. Now u are holding my funds hostage even though I am not getting any product from you. I called your customer service spoke to your rep who gave me a reference number and told me hold was being released call my bank well it didn’t happen I then spent over one hour trying to get this resolved was told no remarks stating release were noted u can listen to the recording I am not lying to You $179.00 is not a lot of money but that is funds I need to shop for my last grandkid now what do I do? How does this fulfill your mission. Statement to make children happy your holding my money hostage for NOTHING IM NOT GETTING ANYTHING IS THIS EVEN LEGAL? don’t tell me no one could type letter stating funds were not going to b used to send to my bank or that no one could do anything ? You should not b able to tie up funds jot owed to YOU
Horrible horrible company. They have no respect for their customers. I was on hold 1.5 hours to be told my item was damaged by UPS and too bad for me the company can’t ship another one, that’s not how they do business. Really, you rather refund the money then ship another. I will NEVER shop at Toys r us or babies r us.
So I just found out that the order I submitted online at ToysRUs, will not be delivered today as it read on the FedEx tracking site. I called FedEx and they referred me to ToysRUs. I waited one hour and thirty-five minutes only to be told that since I bought my Xbox through PayPal that if I returned it to the local store, I’ll get a store credit. I am looking for solutions not more problems from the company. I bought online December 10th and now I am being told it may be here by Christmas Eve. So basically I am suppose to hope and pray that my seven year old son has the one thing he asked for under the tree? No, I wanted to go out and buy it, elsewhere, of course, and then return that one whenever they decide to deliver it. The customer service person put me on hold about five times, supposedly looking for other solutions, but once the line dropped, I guess that was the last of her assistance. You would think that she would have called back, since she had my phone number, but of course not, why do the right thing for the customer who just patronized your company. I am going to try and reach someone at the corporate number in the morning, since I am just being informed at 8:30 pm that my item won’t be delivered when said. Strange enough the games ordered with the system, came in two days. I’m not sure why I am being sent a game system from California when I live in Georgia and there are game systems in store here; yeah I found that out later on the 10th that they had some in my local store, but it was too late to cancel my order. This has been an experience that I will make sure doesn’t repeat itself, by not shopping at ToysRUs anymore. They obviously have enough money based on the large number of customer complaints, so they don’t seem to care about their customers and won’t miss my money.
Just because I had nothing else to do at 1 am, I ended up calling back two more times to the customer service number and was hung up on again, after waiting on hold for two hours, and waited an hour the third time before giving up and going to bed. I decided to go to the local store and tell them what I wanted based on what happened. The manager was very apologetic along with the cashiers. I bought the console again and told them that I would be returning whichever one arrived at or after Christmas and I expected a full refund back to my credit card, not a store credit. The manager on duty agreed and said if he was not there another manager would take care of it, because he would inform them of what was taking place. I feel confident the issue will be solved, but will also continue to make contact with the corporate office to inform them about the horrible experience I encountered over the phone. While at the store I received an email asking me to take a survey of my phone call…needless to say it was not a shining review.
I have had a horrible experience with Babies R Us. I am 7 months pregnant and made the mistake of 1) setting up my registry with Babies R us and 2) ordering my babies dresser from them. The dresser, which I fell in love with had to be sent via freight due to the weight, which was fine. However, after paying $160 in shipping costs I find out the day before delivery that they will not bring the item into my home. Babies R Us only contracts for curbside delivery (curbside delivery at expense furniture company prices). I should have ordered the furniture from a real furniture store, my mistake. My husband had to bring the 190 lb. dresser into our home himself. Only for us to open the box and find it was completely damaged. This happened over 4 weeks ago. I have called 4 times to get this resolved. Yesterday, I did receive the replacement however, the damaged one is still in my garage. This time, after I raised heck I was told the delivery men would bring the item into my home and place it where I want it since I have been so inconvenienced. Nope, not what happened. They just slid the dresser into our front door and left. Disgusting if you ask me. I have been told someone is coming to get the damaged one but can’t get anyone to tell me when. Yesterday, after waiting almost an hour on hold I was told that I have to call FedEx to pick it up but I can’t do that this matter has to be escalated to a member of management and that someone will call me. I have been told that every time I have called. I have not received a call as of yet. Now i received an email that if I don’t return the damaged dresser, Babies R Us are going to be kind and charge me again for the item. This is horrible service. I would not recommend Babies R Us to anyone, not even my worst enemy. This should be a happy time in my life, enjoying my first pregnancy but now I have to worry that I am going to get damaged goods and no one over at Babies R Us gives a crap. I wish someone in management would call me so I can air my grievances with them, but since they won’t, this will have to do.
Management Response and Intervention needed IMMEDIATELY!
To: David Brandon, Chairman & CEO
Richard Barry, EVP Global Chief Merchandising Officer
On 11/28/15 I placed an order (*5308) for two (2) Pacific Cycle Toddler 6 Volt Quad Powered Ride on Bikes. Only one bike has arrived and it is the girl version not the boy version. I called the 800 number twice and remained on hold for over an hour in both instances. When I was finally connected with an agent on 12/13/15 I was told that the only thing that could be done was to reship the item in 2 – 5 days. A replacement order (*5310) was supposedly placed 12/13/15, reference number *00921, but the system does not recognize the new order. Additionally, the bikes I need I have been unable to locate within a 100 mile radius of my home meaning that even if the other bike arrives I cannot do anything with it because it is for a girl as well. Therefore when the other bike does arrive I will have to return both for a refund because I will not have time to have anything else shipped in time for Christmas and I will have to spend extra time and money to find alternatives appropriate for boys.
The live chat agent that I spoke with this evening (12/15/15) initially said there was nothing she could do and that I would need to contact the shipper to cancel the package or refuse it when it arrived. I inquired how I was supposed to accomplish that if the package has not been shipped, the order number is not recognized, and no tracking number is available. Finally after going back and forth for a while she conceded to submitting to cancel the order but indicating that she could not ensure it would stop the processing. She then indicated that I would receive cancellation confirmation via email within 1-3 business days if the process was successful and via email or phone if unsuccessful, to which I was adamant that I needed to speak with a live person, email is unacceptable.
Based on my interaction and those of others who have experienced similar communications It is difficult to connect your website claims that you “approach our business operations with responsibility and integrity, understanding the trust parents place in us to do the right thing and act as a reliable partner as they navigate the various stages of parenthood,” or your mission “to bring JOY to the lives of our customers, whether they are kids or kids at heart. To achieve this, we are dedicated to making our stores easy to shop, serving as experts in the toy and baby products business and providing fair prices to our customers. These guiding principles shape our vision to be the EASIEST place in the world to find solutions at FAIR prices for kids and babies because we are EXPERTS and understand the joys and challenges of parenting.” If anything you have made the process more difficult, tedious, and costly for the individuals you claim to want to help. The even sadder part is that your management thinks this is acceptable and remains unresponsive to the very individuals that give meaning to their corporate purpose! Don’t believe me? Have the management team check out the live chat transcript Session ID: 4994104390.
General Info
Chat start time Dec 15, 2015 6:31:25 PM EST
Chat end time Dec 15, 2015 7:34:54 PM EST
Duration (actual chatting time) 01:03:29
Operator Ekatherine S.
Every single time I go to the Coral Springs, FL location, most staff, especially Rochelle “the manager,” is rude and unpleasant. Several years ago, I was checking out and the cashier made an awful comment to my daughter about her pacifier and made her cry. Several weeks ago, the manager Rochelle was called to the register as the cashier made a mistake. Rochelle was not only rude to me, but she was also rude to the employee. Then, yesterday, I had to return something (which I have NEVER done), and Rochelle would not return it (even for store credit). Not only would she not return it, she was rude from the moment I walked up to the counter and at first just basically threw my license back at me (without even looking me up in the computer). The sad part is, what I was returning was for my friend who is pregnant (and registered there). She really wanted a carrier like a Baby Bjorn type, and the one she registered for did not get as great reviews as the one I purchased. I swore I used my rewards card when I paid as I always do, but they could not locate it in the system. My friend felt this carrier was too bulky for her, so she came with me to return it. Her husband passed one month prior to this and she is going at this alone. All we wanted was to get a store credit, so she could get the carrier on her registry. Rochelle didn’t even acknowledge the fact she was registered there and was just so nasty and rude. We then had to go to the Boca Raton Babies R’ Us (much further for us) where they gladly returned the item and were extremely pleasant. I live closer to the Coral Springs location, but every time I go in there, I have an unnecessary,unpleasant experience. People like Rochelle should not be running the store, let alone even work there. I told her I was going to contact corporate and she just had a smug look on her face as if stating “Go ahead! I don’t care!” I have worked in retail for many years, and know this is not how customers are supposed to be treated, especially at a toy store. My friend and I left there extremely upset as it was about 9 in the evening and she is due in six weeks. I can easily go to other retailers for what I purchase at Toys or Babies R’Us, and most likely, that is what I am going to do being I now have to drive to a further location just to be treated nicely. I am extremely disappointed. I really am.
I really just have one question. With all the negative comments I see about Toys R Us Customer Service, and the gigantic lack of reply from Toys R Us, is there any plan to change this or will it always just be mediocrity from your company?
I placed an order on December 5, 2015 for three items – all three items read as in stock. I received an additional email informing me that all three items were in stock. I then received an email stating that one item would be delayed in shipping but as your website and email told me the product was in stock i wasn’t too worried. I received no further information regarding this last item that was delayed. AS my family celebrates Chanukah and the holiday ends on Sunday I called customer service last night to find out the status and if I would in fact receive my last present on time for the holiday. It took me approximately 45 minutes to get a customer service representative who informed me that my package was scheduled to ship today (December 10) but was not scheduled to arrive until Monday, December 14 – one day after the holiday was over. I informed her of the problem and she said she understood but there was nothing she could do. After a few more minutes of speaking and getting no where I asked to be connected to a supervisor. I hung on the phone until I was hung up on at 1 hour and 17 minutes.
At this point I was extremely frustrated and called your customer service number back. After 50 minutes I got another person and asked to be transferred immediately to a supervisior. After more than an hour I finally got to speak with a supervisor named Katherine who informed me that my order was still processing and she could do nothing to help me with the immediate problem. She told me she could attempt a request for a cancellation but that it might not work; she could give me a discount to order an alternate item from your website; and she could send an email inquiring as to why there was a delay. However, she absolutely could not do the one thing that would actually solve the problem, change the shipping speed. I reiterated that the holiday ended Sunday, that I had still not received an email confirmation as to the ship date, and that i did not understand why she could not change the shipping speed if the order had not shipped yet to solve the issue and that ordering something else online would not help me since this couldn’t even make it to my house before the end of the holiday.
After more than 2.5 hours I got off the phone having wasted the entire evening very upset and knowing that now I would not have one of my gifts. I have always tried to order and purchase things from your company but this lack of customer service and support has me rethinking things. I would appreciate someone from customer service contacting me to further discuss this situation immediately.
Thank you in advance for your time.
We are terribly soooooooooorrrrrrrrrryyyyyyyy
I am very disappointed with toys r us. I ordered an item on 11/26/2015 and 2 weeks of not receiving it or getting a shipment confirmation I chatted with someone who stated that he would escalated my call I would have a response in 3 to 5 days. I immediately received an email stating that they were sorry for the shipping delay and after 1/8/2016 my order would be automatically canceled. I immediately went back on the website and was able to place another order at the regular price. I then call customer service and asked if the items where in stock and was told yes. I gave the representative my ordered number and she offered to cancel my order and order it at the regular price and could guarantee shipping before Christmas. How is that possible when I place an order for half the price and can’t get it shipped and she offered to re-order but wouldn’t honor the sales price. It seems to me that Toys R Us don’t want to honor the sale price. My ordered # is 326047967 and I would like an explanation as to why I can pay full price and get guaranteed shipping and pay a sales price and can’t get my order on top of all of that I was on hold for over 30 minutes just to get hung up on.
I am a very disappointed customer. I plan on never shopping at Toys R Us again
Helena
PLEASE FORWARD AND A RESPONSE IS REQUIRED FROM CORP. OFFICE ASAP:
To Whom It May Concern:
As a salesperson for a retail HQ division of a very large company, I am very disappointed in your customer service and the lack of attention to my recent order.
I placed an order online on November 30th and there are many issues that have been occurring since. I called customer service not once but twice and both times on hold for over 30 minutes. When I finally was put through to someone, it was a very painful experience and I requested a supervisor (Sarah), both individuals were not only patronizing but never offered a solution to my problems. I requested her supervisor and was told I would receive a call back within an hour and at this point it has been 4!
So, I am requesting your assistance in the hope that you will expedite my request.
There are 5 items in my order (# 3234400298) 1- in transit 2nd item- was labeled and prepared for FedEx on Thursday, Dec. 3 but there is no information on shipping and it appears to be stuck in Avenel NJ. Your supervisor said to me Fedex has not come back since Thursday- not only did I find this to be ludicrous but could not believe a supervisor did not view this as an issue. The three other items on my order have NOT been processed at all! This was a week ago! These items are no longer available in stores and also now have been increased in price. I was told by customer service they could open a case and I would be contacted in 3 days! This is the most absurd thing I had ever heard. Being in the industry, I stated the warehouse needs to be contacted and my order needs to be processed ASAP and expedited shipping on your company since the mistake was on your side! I again was told they could not do this, so instead did nothing to correct the issues at all!
Your business is children’s toys- I cannot imagine that you would find it appropriate that my two boys will not receive the gifts they asked for because of multiple mistakes from your employees. Quite honestly, there is very little time before the holiday and I do expect my items at my doorstep within the next week. Your online policy does state 2-3 days for processing and 6-9 for shipping. As you can clearly see, this order is way over that. I do hope your company addresses the many issues and resolves the potential of ruining Christmas for many children.
I would expect a response by tomorrow with a resolution to this.
I thank you in advance for your attention to this matter.
Danielle P.
Sorry to read in the New York Times article(9/30/2015), regarding Toys R Us shipping jobs to India. The company had it’s worker’s train foreign worker’s so that , these American jobs would be shipped overseas. The American workers who were obliged to train the iindian worker’s (here on visas), were terminated. I know that I will not be shopping for Xmas toys for my grandchildren or extended family at toys r us.
Actually got my previous complaint resolved as a result of chat. Pretty cool that they helped me. I still recommend that ToysRUS consider using in-store-exchange for WITHIN WARRANTY products. I shouldn’t have to treat warranty redemption like a job. Anyhow, thank you to Karelia M. and Johnny B on chat for understanding my issue, why I had an issue, and how simple it can be to help the customer. Thank you. My biz will stay with Toysrus! I even tweeted that these two helped me out. Pretty awesome. Please ensure that those two are congratulated for caring.
Bought a PS4 from the colorado springs location in november. Along with that, i purchased an asurion backed warranty. Of course, the controller for the ps4 died. I called the location, and they did the most they could. I find it ridiculous that a-still-under-warranty controller can’t be exchanged in store. They wouldn’t even attempt it. Kind of a bad policy, considering asurion’s complete inability to follow up with claims. My claim was initiated during the first week of August(it is now september 15th), and I never even had a call or an email telling me what was going on. Kind of ridiculous, considering I gave ToysRUS/Asurion 69.99. So, you have my 69.99, and I have nothing to show for it. I think you should just send me a new controller, and take it up with Asurion. Do you, the retailer, care enough to help me out, after taking $69.99 and giving me nothing in return?
This is the worst place to purchase any baby items tried to purchase an item for a family member and have them pick it up at another location was told it wasn’t in stock at the location which my sister was standing directly in front of at the location so ordered another one and showed up wrong color than purchased an e gift card in the 30 of July and on August 10 when it still hadn’t arrived was told oh our system had another glitch and we another are working on it than asked to speak with a supervisor who told me that it would be sent out by the close of business that day and than proceed to tell me possibly and than didn’t offer any solution except we are working on it this company is bull and I will never buy anything related to this company again pure ignorance for a simple problem
Went in to the toys r us in killeen tx. And asked an employee about the Zumba. For the WII. for my wife. He came out with a fitness tape and I was elated. My wife tries to play the cd several times and to no avail, it won’t work we examine the cover of the cd and it is for something called the WII.U. we were so heart broken. We try to return it and after explaining the situation to a older female employee and she says if it’s been opened we can’t refund your money. She called another employee over and he says we can have the refund but in a gift card. A manager comes out from the back and explained that store policy states that we do not refund opened cd, it’s posted on the wall up front. I’ll show you where it’s at. My wife and I declined. The female employee suggested we take it to gamestop. Where they buy cd for 3 to 5 dollars. We got so furious. We started walking out of the store, but before we left we looked all around for return policies. NONE to be found. The guy comes up to the front and we asked where is the return policy posted. He pretended not to hear us. My wife repeated the question and he pulled a very small sign out from under the return cabinet. Frustrated. THAT’S BAD BUSINESS!!
To Whom it may Concern, Yesterday I Purchased a Karaoke Machine for my kids together with 2 CDs and a extra mike…Upon reaching home we set the machine up with my tv and everything was working for the first 5 min ,then the speaker on the Karaoke machine stopped working…We immediately packed everything up and took it back to Toys R Us in prembroke Pines ..I told the lady at the return counter exactly what happen and that I wanted to return the machine and get my money back.She understood and said the manager would have to ok it.Manager came out (looked like he was hired out of a bar) and said the box is open and that I would not be able to get a refund and that I could only get store credit for the total amount…WHAT!!!! All this happen in the space of 2 hrs between the purchase and return. I have never been to a store “NEVER” with my bill and can’t return with a refund ESPECIALLY in a situation as this….This happened on the 6th of Aug 2015 between the hours of 4 and 8 pm ..Who ever the manager was at that time should be demoted to the lemonade stand ,unprofessional and no business sense,oh he’s covered in tattoos if that helps….Very poor Service Toys R Us
If you have a promo for a Disney cup honor it. Saying you ran out of cups shouldn’t be an option. Get another cup showing the customer you really do care.
Wow! I thought I was alone, and an unfortunate “mishap” in the handling of a swing set from your website almost two months ago which I have still not received (and for which I paid expedited shipping). Now, I see your company seems to have a lot of problems. Please have someone from corporate email me asap.
Thanks~
Dear toys r us
I returned a push buggy mini to your store in warrington in april as it injured my son, this is what happened i was taking my little boy to nursery and all of a sudden he let out a blood curdling scream as any mother would i stopped and picked him up and he was rubbing the back of his leg just under his bottom so i looked what i seen filled me with horror he had a massive cut (and eventually) a bruise the seat where it meets the car had trapped his skin after being promised i would get an answer to why this happened to my now traumatized son i waited and waited months went by so i rang only to be told they knew nothing of it to which i replyed i was going to take the complaint to higher ranks if i did not get an answer the following day i had a phone call stating this incident has never happened before or since so now they may as well say im lying i want this email passing to head office as the other people dealing with it dont care less!
thank you for your time
wendy
My son Ryan worked for you in Jensen Beach, Fl in Nov & Dec 2014
He was unable to get into his payroll account and requested a copy of his payroll records but was told by the store manager they could not honor his request.
Ryan is disabled and collects Social Security Disability Payments.
Social Security has requested his payroll records from Nov & Dec 2014
Since Toys R Us does not report wages to Social Security it was assumed he made the same amount each month. This is not true and he needs proof he has been penalized due to the lack of information and his disability check reduced.
Please contact me Norman Beebe his father at 772-985-**** or Ryan directly at 772-985-**** to rectify this problem as soon as possible. Thank you
Mr. Urcelay,
I was involved in an accident at your Johnson City Babies R Us on April 29th, 2015.
I have tried to reach a resolution with your claims management department for 18 days without involving you and other executive board members, however, this is proving to be an impossible feat.
On April 29th my husband and I created a registry and purchased a glider. The associate on duty wheeled the glider to our car and as my husband and I lowered the back seat (accessing the back seat from each side door) your associate loaded the glider. At one point he said “ouch, you almost got some free fingers, it slipped and pinched me!” We laughed and I asked him to be careful. When I got home to unload the glider we noticed two large scratches with paint transfer on my bumper and damage to the back of the glider where your associate apparently dropped the glider on the bumper. I immediately called the store to report the incident and e-mailed them pictures of the damage.
The next day I was contacted by the store manager who informed me that I needed to drive back to that store so she could take her own pictures. I told her that it would be a couple of days before I could come back since I am working 13 hour shifts six days a week and am 8 months pregnant so most days off are spent in a doctor’s office. The following week I drove back to the store. When I arrived the store manager told me that she just went ahead and sent the pictures that I took into claims management and that I did not need to come out. This would have been nice to know before I wasted my one day off driving two towns over to rectify a situation caused by your company, but I digress. She gave me a number to call and said they would handle it from there.
Over the course of the next 10 days I called that number relentlessly. The line would ring and ring and then send me to voicemail. I left at least one voicemail each day. Never, not once, did someone call me back. One day when I called someone answered and said they needed to transfer me to the Johnson City representative. The call transferred me straight to a voicemail box, which I left a message on and heard no response.
After being given the run around for over two weeks I decided to call the customer service hotline and speak to a representative. I explained everything to her and expressed my dissatisfaction with the claims process. She told me she would send an e-mail to the “proper department” on my behalf but that the case was “under investigation” as far as she could tell, which also would have been nice to know in the two weeks of relentless calling I had made prior. I asked her when I should expect a response and she said probably in the next three days. I told her that this, too, was unacceptable and that if I did not hear back from someone in 48 hours that I would contact you, Mr. Urcelay. Yesterday I did receive a call – from a store manager in Florida who had no idea why my case was forwarded to him. At this point I am completely fed up.
I registered for thousands of dollars worth of merchandise from your store. I am bringing you business and all you have given in return is a damaged glider and two large scratches to my car. How does this speak of your company? Is this the image you wish to portray? I am seeking reimbursement for the glider, compensation for the damage to my car, and compensation for the weeks of hassle your company has brought me. If I do not receive a satisfactory response by the end of business day on June 19th I will be removing my registry and registering at Walmart instead. I will also be reporting your company to the Better Business Bureau.
Hello Corporate Office, I purchased a swing set at your Lubbock Office. When I arrived home which is one hour and a half drive I found that the employees put the wrong swing set in my vehicle. I called the store and the assistant manager Micheal wanted me to drive back to Lubbock to return. I told him it would be a three hour drive there and back and I was not willing to pay for gas money for a mistake the employees made As I had just spent 300 dollars in your store. In short he was not help. I sent an email to the manager Greg the next day to inform him of the situation. He said he would be willing to drive to Friona and bring me the correct swing set that I purchased. However he felt that I might like the swing set that I had on hand encouraged me to put it up and see how I like it. I did so was not satisfied for one reason only. It is a miniature swing set great for my two year old but not for the older kids. I contacted Gregg after Easter to let him know that it will not work out for me and I would please like the swing set that I originally purchased. All of the sudden Greg is MIA. He had given me his cell number to reach him personally no contact their I called the store and got hung up. I understand that the store is BUZY but I did not go into the warehouse and put the wrong swing in my vehicle I am not able to get any assistance from the Lubbock store to resolve this even after sending three emails calling the store and Gregs personal cell phone whom apparently now belongs to his son and the son said to call the store.I am out of options do not know what else to do PLEASE ASSIST! Thank you in advance . Mrs. Rodriguez
To whom it may concern,
I am currently registered at Baby’s R US and wish I was not, I was very excited to purchase the Graco Duo Diner LX High Chair – Botany, but my experience has turned out very poorly. I’m writing to express my dissatisfaction with the horrible customer service that I have had to deal with. I have tried numerous times to contact The Goodyear AZ store for the past month since I am on bed rest and cannot pick up the high chair I ordered from California. I received an email that said my order would be cancelled if it was not picked up so that is why I have tried to contact Toys R Us many times. Today I called again no luck so I started up looking numbers I called customer service and spoke to someone who seemed was not understanding me due to his heavy accent, after an hr long painful conversation that gave me a migraine he said there was nothing he could do when I asked to speak to a manager he said that the manager would say the same and he hung up on me. I tried calling all the numbers online no luck. I continued trying to call the store after repeating hanging up and calling back I finally got through I spoke to a manager and he was not able to get the high chair ordered again until I received my credit in the mail. This has been the worst service and what makes me upset is that I’ve already had my first baby shower in CA where I added you guys and my family has also purchased from your store, now I will be having my AZ baby shower and I have already added you to that invitation as well. Toys R Us does not deserve any more business from me or my family and friends so I’m planning to tell everyone my experience and to purchase from Buy Buy Baby and Target, as for my sister she is 6 months pregnant I will be telling her to register elsewhere.
Thank you for listening.
Rosa Stephanie Chavez
Please forward to CEO
Back in November I placed an order at the Hurst toys r us for a wooden swing set. The manager on duty did a great job locating the swing set at the Lubbock store. We were told that this store had one and that it will be transferred to the Hurst store. We were also told that when it arrives we will be notified by phone. I have yet received a phone call and by the way this was going to be a Christmas present for my grandchildren. It is March 10th and still no call needless to say my grandchildren and my wife and I are very disappointed. I would like to know what you plan to do about this. Thank you for your time and attention to this matter.
Raymond Moore
I placed on order for 7 items on line to be picked up in the store. I selected the same store for each item in the checkout process. I received an email confirmation and then a short time later I received an email that my order was cancelled. When I called the store they played dumb and couldn’t answer why they couldn’t fill my order…pass the buck to “customer service”. Customer service wouldn’t tell me where I was calling (I always ask for name title/position and location when I call customer service, something I learned at work). I asked Michael why this happened and why all 7 items were cancelled and why I wasn’t contacted to see if I wanted to fill part of the order that was available. He couldn’t answer that. What he could do was tell me that I had to wait until the refund was placed back on my gift card then I could go back on and place the order in 72 hours once that happened. Why should I fix their mistake?! They weren’t going to do anything to resolve the issue they created. Then I asked for a supervisor since the only customer service I was getting was to myself from myself. I was told the supervisor wasn’t available yet, so I asked for their name and Michael “couldn’t” tell me that either. I waited for about 8 minutes and finally Manny the supervisor got on the line. He wasn’t “allowed” to tell me where he was either. I’m guessing they were both overseas. He did not offer any customer service either. He “couldn’t” give me corporate’s phone number either, even though that is public record. I gave up on them since they weren’t going to do anything. I tried the store again and they don’t have corporate’s number either. I HATE Toys R Us and Babies R Us. I have no idea why people register there. Thank God for Target and their good customer service and the fact that they are closer to me anyway!!
Wow reading some of the complaints, I would be adding mine to a long list. After many many years of shopping at Toys R Us I will do my best never to do so again. Your company lacks competent customer service at the brick and mortar level to the online support. You were unable to deliver an e gift card, unable to fill store placed orders correctly, unable to assist with complaints when orders were incorrect and never received. I had to pay for overnight shipping when I became aware that the e gift card I purchased was never sent. Store managers can only offer the Toys R Us toll free number to resolve complaints. Customer service reps at the toll free number are only able to send emails to their managers with a promise of a return phone call that are never received to resolve issues. I do not have issues with Target, Bed Bath and Beyond, Pottery Barn, Pottery Barn Kids, Home Science, Barnes and Noble, just to name a few good companies who have great SOP’s in place and well trained employees.
I’m sure all you CEO’s were able to provide your children with the Christmas gift that they were all wishing for. I wanted to do the same for my 5yr old daughter however your company was incompetent and did not let me do so. Your company ruined Christmas for my daughter and also made her lose the magical belief in Santa. I ordered her the only toy she asked for from your company on Dec. 7th and received an assuring email on the 9th that my order was in the process status and would be received by the 17th. Well along came the 17th and no item was received. I called customer service were they fed me a bunch of crap about having it sent standard delivery and that my package would ship out soon. Well apparently someone dropped the ball over there and they only told me this to shut me up as when I received my package on the 24th it was not the item I purchased. The item I purchased was out of stock and this was other toy was sent just so that I could think that my toy for my daughter was on the way. Not only am I out $40- for a toy I would never had purchased so that my daughter could have something to open on Christmas day, I now have a child who thinks that she was horrible and that is why Santa did not bring her the toy she asked for. Thanks for ruining my child’s Christmas Spirit and making this the worse Christmas she had.
To whom it may concern
I placed a layaway order on December 1st 2014 for several different items that wouldn’t allow me to directly buy them from my cart! It gave me a a reference number immediately in my email with my items I wanted to purchase and also told me I would receive my layaway number within 24 hours…. 24 hours past still no number I called customer service they told me they could see my order it was fine they where backed up but give it another 24 hours and I should receive it! And another 24 hours went by still no number.. So I called again and your customer service employee told me the same thing they told me Before but this time they told me they would escalate the problem and I should recieve a phone call from a manager withing 24 hours… I still remained calm because it was on”ONLY” the 5th of the month this time! To make a long story short! I called your TOYS R US customer service number 17 days in a row and no one was able to help me with finding MY items and today December 17th 2014 I finally talked to a supervisor after I nearly had to curse your representative out for telling me the same thing as the other 16 employees did…. Finally after holding on the phone for 45 mins I tlked to a supervisor. Who was just as incompetent as your representatives was! My order never existed but you took money out of my account and told me … That’s conplete bs… If your company can’t handle high volume this time of year then you Need to get out of business ! She offered me a 25 dollar off coupon towards something in the store I was pissed off only because none of the items I need for my 4 year old son wasn’t available! Therefore I will never in my life shop with you guys again you have ruined my child’s Christmas I had to leave work drive to Columbus ohio to look and hold toys that they didn’t even have and now at this very moment I’m order a bunch of bullXXXXX that I don’t even want to buy! If there was a way for me to sue you guys for you poor customer service and horrible wed site negligence I would! I will never shop with you EVER AGAIN ANG I HOOE WHO EVER YOUR RICH ASS CEO IS GET FIRED AND EVERYONE AROUND AND under him for running such a piss poor company! I I will bash this company til the end of time for not even having the common curtesy to acknowledge how wrong you where! Sincerely I pissed off mother
I would like to request that a customer service manager read and respond to this message. I apologize in advance for sending this email directly to you but my emails to the customer service center are routinely ignored.
I am extremely disappointed at the lack of customer service that I have encountered at Toys R Us these past three months. I have had a ridiculously difficult time completing purchases from your company. The first instance occurred when an online layaway was never processed and I was unable to pay on it for three weeks. I called the customer service number several times, chatted for extended periods of time, on two separate occasions, with two online chat representative who, after 15 or so minutes, deferred my issue and asked that I call the customer service number. On top of that, I sent a half dozen emails. Five of those emails were completely ignored and the sixth was responded to with a representative telling me what I already knew, which was that the order from three weeks ago had not been processed. The layaway has now been cancelled and your company kept $10 of my money even though it was your company which prevented me from paying on the order on many different occasions when I tried to place a layaway payment online.
My second problem occurred last week when a different layaway of mine was paid off. I have spent over $1,500 this Fall at Toys R US, had many orders and had to place those orders at several locations because so many of my items were not available for shipping on your website. Therefore, I logged on to the website and asked a representative via chat which location my order was at, your Monroeville, PA store or the Cranberry, PA store. The representative told me that it was at the Monroeville, PA store. Yesterday, I drove an hour from my home to the Monroeville, PA store only to find that my order was NOT at that location and the chat representative never bothered to actually check where my items were located. I then drove an hour home through rush hour traffic with no Toys R Us items in tow. When I called the customer service number, I was told that there was no place in my order that even mentioned the Monroeville, PA store and that my order was at your Cranberry, PA location.
Today, I travelled to the Cranberry, PA location to pick up my layaway. The woman at the customer service desk told me to scan my receipt at a self-serve kiosk and wait at the back of the store for a representative to bring my order out. I followed her directions and stood in the back of the store for 20 minutes with several representatives passing me on various occasions and not asking if I needed help, etc. I pushed the “Ask for assistance” button at the merchandise pick-up location several times…no help. I scanned my receipt again…no answer. So, after 20 minutes I went back to the Customer Service counter to be told, by the very woman who sent me to the back of the store in the first place, that my order had been delivered to the front of the store. No one told me. I would still be standing back there waiting for my order had I not gone to the front of the store and pleaded for assistance.
It is upsetting how horrifyingly negligent your company is in regard to customer service. It repeatedly failed via email. It repeatedly failed via online chat. It repeatedly failed via your customer service phone number and it repeatedly failed in the actual store. Next year, I will be taking my business to other companies as I refuse to go through this much stress to give my money to a company.
To whom it may concern:
I would like to inform you of a bad experience I had with a manager named Matt in your Fayetteville, AR store.
Please let me begin by saying I have NEVER written anywhere about a problem before but your associate was so rude and unprofessional I wanted to let you know what type of manager/employee you have representing you. I have 8 grand children and do the majority of my shopping for them at your store. Three years ago I bought 5 leap pads, 5 case/cord, misc combs, numerous games to go with them. Two years ago I bought 5 Nintendo DS’s, cases/cords games. Last year I bought 5 Nexus 7s along with cases. In addition to the above I bought dolls, trucks, cars, misc toys. I also buy for birthdays. After this experience I will no longer be shopping at your store.
In the Sunday 12/7/14 sale circular I found a Disney Snow Glow Elsa doll on sale. I drove to the store an hour away, around 10:30am, to buy two of the dolls. When I got there I was told 15 of the dolls had been received but they hadn’t had time to take them off the truck yet. I was told they would be taken off sometime during the day so follow back up. I went home and called back about 2:30pm. I was told the same thing, not off the truck yet. In the past I have called the store and they will hold particular items until I could drive there. I asked about this and they said they would but couldn’t put them on hold until they were off the truck because they physically remove the item and hold it at the service desk with the person’s name on it. They asked me to follow back up later in the evening; they were open until 11pm. I called back around 9pm and was told the same thing still on the truck but call early the Monday and they would hold the items for me until the end of the day 11pm. I called back at 8:10am on Monday, this time the dolls were available and I was told by Briana Danes that she would hold two of the dolls for me until 11pm. I gave her my full name and phone number. I no longer worried because I trusted the dolls were on hold for me.
I called back on Monday evening approximately 7pm to verify that the dolls were waiting for me prior to my hour long drive and Matt answered the phone. I explained I was calling to verify the dolls were on hold for me and he immediately said “I don’t know anything about that. Do you even know who you talked to? We are extremely busy”. I told him I talked to Brianna. He said Brianna left at 3pm and he didn’t have her phone number I would just have to check back tomorrow. I told him I understand however, I was assured the dolls were being held for me and I want to come get them. I reminded him that they were on hold for me, with all my info and he told me, “We aren’t even supposed to hold merchandise, just because of stuff like this. You will just have to check back”. The tone and contempt in his voice made it obvious that he hates his chosen profession/position/clientele at your store.
After I got off the phone I searched and found another retailer I could buy my items at. I was loyal to your store as I have shopped there for several years even though there are several other stores in my area where I could have purchased my items, not to mention online shopping. I have always found the employees at the Fayetteville, AR store helpful, knowledgeable, friendly and professional.
Matt has definitely changed my perception of this store. As I said before I will no longer be shopping at your store.
I opened a gift registry and to date all my purchased and shipped items have disappeared into thin air!!!! cant believe at how dysfunctional your registry process is. TO DATE I HAVE NOT RECEIVED SO MANY ITEMS ALREADY PAID FOR AND PURCHASED OFF MY REGISTRY!!!!!
I currently have lost so many items purchased by friends both known and unknown off my registry which I believe should have a good tracking system buit does not!
I have not received quite a good number of items on my regiostry. These reflect PAID/PURCHASED on my registry. When I called your 800 number, all I was told wa sthat they had gotten delivered at a wrong address(my previous address) and there is nothing Babys r us can do.
That is Ludacris that there is no way to track the purchasers or launch an investigation on this. I was given a claims # but till now, no response.
I currently have a police report filed on this and I intend to file a lawsuit as well against TOYS R US IF THIS IS NOT HANDLED PROPERLY. There is no way I will have a store receive money for so many products with a registry which should be a good point of reference and tracking and these nothing that is being done. I WAS TOLD TO CONTACT THE PURCHAERS! it’s a gift registry, half the people who purchase I don’t even know!
I NEED ANSWERS AND ALL MY MISSING PAID-FOR ARTICLES. I A]M 8MONTHS PREGNANT WITHOUT ITEMS FOR MY BABY!
Rachel
I’m a very dissatisfied online order customer. I ordered the Disney Frozen Royal Sisters dolls on October 28th ( to make sure I would receive by Christmas). On November 5th,
I received the package and it was completely the wrong item. I emailed back and heard nothing. So I took the package and invoice to the St Petersburg, Fl store and they contacted you on my behalf. I was told I would receive an email within 24 hours. None came. The I called the contact us number and spoke to Bobbi. She said it looked like it was shipped again but saw no tracking number. Nothing came. So I called again and spoke to Jessica who said she put out an alert to have a supervisor call within 24 hour.,
AGAIN NO CALL.
Today I called once again and spoke to Eva and requested a refund. She said I should receive an email within 24 hours.
I have ordered from Amazon, Walmart, Target and Ebay with no problems what so ever.
I will no longer be shopping with Toys R Us because of the horrible service.
I am very dis satisfied with toys r us I tried 4 times since 11/18/2014 till 11/20/2014 to try and make a layaway I even called them and the customer service tried and still nothing. Toys r us is gonna loose slot of customers cause there website it no good. Then have of the toys is out of stock or unlimited. So there for I have no option but to do my shopping on walmart. Thanks guys
Then to top it off they gave me a wrong reference that had nothing to do with my order.
Cynthia
Brooklyn ny
Cynthia, I don’t know if you have already done so but you need to contact the corporate office. I will be calling them on Monday morning regarding an issue I have with an item I ordered online. Unfortunately I have to call corporate when I have an ongoing issue with a store and find out who the is the corporate person responsible for stores get their name and phone number if not available and leave them yours. I usually always get my issue resolved immediately and even offer me something more for my inconvenience. It’s sad that you may have to go to the top but if that’s the only way to get results that’s what you have to do. This is my first experience with their online orders and will probably be my last.
Hello.
My name is Elizabeth McNulty, I am 33 weeks pregnant and I have a baby registry through Babies R Us. A friend bought us over $1000 worth of products from our registry (#54351442), including a $399 Kacy Collection Madison Glider in ash. We were supposed to receive this glider between September 8 and September 12. Recorded below is a detailed account of all the hoops MY HUSBAND and I have jumped through to get this glider to our home. Not any of you, but your customers.
Sept 3: Glider was shipped from Babies R Us
Sept 8: arrived in Seattle at TST Overland (outside shipping company)
Sept 29: first call to Babies R Us to find out where glider was. Was told that they had no idea where the glider was, and couldn’t even tell me who it was shipped through. Was also told that an investigation would be processed and I would receive a phone call with more information by Friday, Oct 3.
Oct 4: second call to Babies R Us. Found out that the “investigation” had never even been filed. Investigation finally filed that day and we were given a reference number (140929-003322) for future calls. We were told if no call was received by Wednesday, Oct 8, to call and ask.
Oct 8: Third call to Babies R Us. Phillip talked to Bismark first, then asked to be transferred to his supervisor. At that time, Fernando (the supervisor) looked further into the situation and finally gave us the name of the shipping company (TST Overland), a tracking number and that it had arrived at their Seattle port on Sept 8. Fernando also gave us the name of a woman to contact there. We were told to give Babies R Us 7 business days to figure out the claim, which would be Oct 17.
We contacted Debby Holton at Estes Shipping, the company that had been entrusted with the glider after being shipped to the Seattle port. She had her workers look for the glider and came up with nothing. Was told that they would contact Babies R Us and get a claim processed so that we could receive a new chair.
Oct 17: Fourth call to Babies R Us. They still had no more information, and that their system was down. They asked us to call back in a couple hours, which we denied to do and told them that it was up to them to call us back that day. We informed them that we would be contacting the BBB. We never received a call that day. We have never received a call when we were told we would, in any of the past weeks.
Oct 19: Fifth call to Babies R Us. We were told that we will receive an email between Oct 22-24 with shipping information. We request to just ship to nearest store (Toys R Us in silverdale, store number 8013) and we would pick it up. Were assured that it would not be an issue.
Oct 20: Receive forwarded email from friend who ordered the glider in the first place, instead of receiving the email myself AS I WAS TOLD WOULD HAPPEN. Email states that replacement order had been made, but not shipped.
Oct 22: Sixth call to Babies R Us. Was told that glider had been shipped and was only given replacement order confirmation number. Called back less than 5 minutes later and all computers were “down.”
All I want to know at this point is where my glider is being shipped to, as we requested to pick up from store, yet the email states our address as the shipping location. This needs to be resolved. This is my first child and I was under the impression that Babies R Us was the right place to go for baby registries, but after this, I seriously doubt I’ll ever shop with Babies R Us or Toys R Us again. I want my glider, and I want compensation for the headache you all have put myself and my husband through.
Thank you,
** Shipside Ln NW Apt C203
Silverdale, WA 98383
(505)504-****
I was just at the toy r us ,in houston texas. i try to place a order from them online so i can pickup the item at this store on westhimer road the store #7031. those mother XXXXXer who are working there give me the run around 4 people who cannot help me to order a item on line? how hard is that? they said i have to wait for the manger i wait for one XXXXXer hour and still no help from anyone! i got so XXXXXing piss off i just tell them to XXXXX off and leave! if the head quarters read this u can look at the videos on sunday around 12:30 pm to see how long i was waiting at the cashier with no XXXXXing help! u have sorry ass people don’t know XXXXX who are working for your company!
MY daughter purchased a Little Tykes Pirate Ship bed and a Jake chair on line from Toys R Us on May 16th. They took her money from her debit card on that date. We were told that the bed would arrive at the store in approximately 5 to 10 days and that the chair was ready for pick up then. We went to the store in Jackson Mississippi on county line road the next day May 17th and picked the chair up. Our debit card was charged again for the entire order (bed and chair). THe way we found this out was our bank called us Monday morning May 19th to inform us that our account was going in to over draft and we would be charged for three over draft fees!!! we researched all this and found it to be Toys R Us fault. We called and even had our bank on three way calling and a Sabrina informed us the money would be back in 24 hours and that this is TOys R Us’s fault and they are sorry. The money was NOT back in 24 hours and you did indeed take the money back again. We cancelled the order and demanded our money back and was told again it would be back in 24 hours! We have talked to several people at Toys R Us and all but one was as rude as can be. Now I know yall dont care about little people like us but we ARE the people who spend money at your store. I just spoke to a Joel and he stated that he was sending this to corporate headquarters, which i assume is you, however we would not have our money refunded for five more days. in our eyes you have stolen from our daughters account not just once but twice by errors in your so called “credit/billing” department. I have enclosed the complaint number and would appreciate this matter looked into and i am in hopes someone will do the right thing and refund my daughter her money within the next 24 hours. in the meantime i am contacting Channel 3 news program “3 on your side” to investigate and also the better business burea as well as posting on my Twitter for people to be very careful when ordering from Toys R US. I know we never will again. Ref #140520002386. You may also call me at 601-395-1999.
The same thing is happening to me as I am writing this! I am on the phone with customer service, have been for over an hour. I just get the run around. I don’t know how they can charge twice! I need my money in the bank that they are holding!
Good afternoon ,
I was at toys r us at 630pm . I was going to check out when I went to the first register with the light on I was standing there and no one was coming then I went to the second register with the light on and I was standing waiting no one coming finally I went to the third line and got serviced. I purchased 4 boxs of baby plum products from the baby end cap where the sign read 4 for 10 all plum product but come to find out it the lady said it was only the chews . I walked over to show her the whole end cap was filled with “plum” products and she raised her voice saying the CHEWS only . I never in my life have had such a bad experience at a store like this . I think if it says all plum products an the end cap is filled with only plum products then i should of got it for that price. Not to mention the customer service was absolutely terrible.
Thank you
Brittany
About my complaint I filed this took the cake you want to freaking offer me an appeasement on my next purchase are you serious… This is the email I received for yall
Hello there, Amanda,
Thank you for contacting Us about our webstore. We sincerely apologize for any inconvenience you may have encountered—and will assist you however we can! Here at Toys“R”Us and Babies“R”Us, we want every Customer to have a pleasant experience, and we’re disappointed whenever we fall short. Please forgive Us!
We are very sorry that you did not receive your package, I know this will not make it right but can I offer you an appeasement so you can use on your next purchase? Please reply to this email and let us know if that is something that you would be interested in.
If you have any additional information—or we can offer any further assistance—simply reply to this email or contact Us at one of the numbers below. We’re always happy to help! If you choose to call, please be sure to have the following reference number 161205-000204 ready.
Again, we’re sorry for any inconvenience—and hope you won’t hold it against Us.
Thanks for getting in touch with Us. We look forward to serving you again soon!
Wow I can’t believe you guys I want my son to have a birthday for God sake and you actually think that after the way this was handled I would ever shop there agin? All this time wasted because of ignorance and lack of customer care I don’t want a freaking handout from yall it don’t want anything at all but for my son to have his gift and now he won’t cause FedEx teamed up and joined the stupid club and didn’t change the address on the package so it is going back to the sender and my house…I know with all the money you make every yr you could afford better training for your employees and maybe try and do a little more about the screw ups you do…you really think a $10 discount is going to make me happy or even ever want to shop there I want a appolagy that is sincere not a discount… You wouldn’t know how to be sincere if your life depended on it though so I want to say a big thank you for leaving me with no refund and no gift in time for his birthday y’all can all go kick rocks