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Toys R Us Reviews

1.7 Rating 54 Reviews

19 %

of reviewers recommend Toys R Us

Company Reviews

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Phone:

0845 367 7878

Location:

Toys R Us, FREEPOST NAT 3362
Gateshead
NE10 8BR

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Anonymous

Anonymous // 01/01/2019

Sort by: Highest Rated Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I am still waiting for my refund since 24th November. I was charged twice with by mistake and was promised a refund but still waiting. Toys R Us have pro.ised to escalate the refund but here I am still waiting. Avoid at all cost, terrible customer service.”

Posted 1 year ago

“they had charged my son 100$ for a stupid NFT. thren they blocked him for asking questions.”

Posted 1 year ago

“I purchased a present of a Lego toy at… I purchased a present of a Lego toy at £29.99 for my grandsons birthday from toy's r us delivery was meant to be in 2 to 3 days but I waited till a week later before emailing( postal strikes) to see if it had been sent out. I received an email asking for a screenshot of my order which I sent and received an email saying there was a problem I believe in the warehouse. I then after a few more days asked for my order or a refund, I then got an email back saying that they would refund my £29.99 in 7 to 14 days I emailed them back saying that I thought that this was unacceptable as I needed this money to purchase elsewhere I then got an email back saying that this was within there rights! I placed my order on the 26th October and it is now the 15th November well over the 14 days they said that they would refund me by, but I still have not received or heard anymore from them as of yet. I thought that as there shops used to be very good, there new online shopping service would have been as good as there stores were how wrong am I? 😢 Date of experience: 26 October 2022”

Posted 1 year ago

“I feel like I’m in a nightmare with this company!! This is my second review all because I am still waiting for my refund? The bank is now involved trying to get my money back from this horrible place!! To cut a long story short I ordered two toys for my grandson, I had no confirmation email yet they didn’t hesitate to take my money! They then asked me what I had ordered? As they had no account of an order from me?? They also took another 51p from my account which the bank said was an ongoing payment?? When I asked them about this they denied all knowledge about it!! Needless to say the bank cancelled this immediately!! It’s now been 3 weeks and still no sign of my money arriving back into my account!! I have sent emails as long as your arm, they continually makes lame excuses!! Never ever use these scammers!! That is all they are!! This is by far the worst online shopping experience I have ever encountered!! An absolute disgrace!! I was reluctant to give one star, unfortunately there is no option for zero star!!! If you do have the unfortunate need to buy from this place, then I suggest you check exactly what they are taking out of your account?? Taking such a small amount on a regular basis probably would go undetected!! Isn’t this what scammers do?? They take a small amount and rob people blind!! They should be investigated and closed down!! !!!!”

Posted 1 year ago

“The manager Byran or something was so rude I bought toys and paperbags and he was called for authorizing and he got there didn't greet and cont to say there's nothing that can be done never looked at me but spoke to the employees when I asked what was going in only the employee responded and he just did the refund and took the stuff I wanted to buy. The worst experience. I will never use this store again based on this treatment as why would employees be friendly and the Manager rude. What's worse is I always buy at toysrus”

Posted 1 year ago

“I wish I could give zero stars. DO NOT give this company any of your money. An order processed and money taken that had been cancelled and now it is over a month and still no money back. Absolutely disgusting that in these times a company is allowed to keep a persons money for over a month. Who knows when this will be refunded now. Apparently they are behind with refunds. I hope Consumer Affairs can help. What a shambles, I will NEVER buy from them again. An absolute disgrace.”

Posted 1 year ago

“I telephoned the store to see if they have Minnie Mouse. The person that took my call said yes and he will hold in the back. I came in today NO MINNIE IN THE BACK IN FACT NO MINNIE IN THE STORE. The worst customer service I have ever experienced and no respect to your PAYING CUSTOMER. DD”

Posted 1 year ago

“Worst experience and customer service ever…. Honestly don’t waste your time ordering from them !”

Posted 2 years ago

“It was a bad experience from the start. I went in for balloons for my nephew (who's in hospital) and some toys for my toddler. I ordered balloons as soon as I walked in and was disappointed to discover 45 min later that they had only managed to blow one balloon in that entire time. Not waiting to wait too much longer, I reduced my order by half and told them that I had to get going. I paid for my order (balloons + toys etc) and when I got to the hospital and opened my back door, half of the balloons flew out of my vehicle. Super annoyed that the balloons weren't properly affixed to the weight I gave the remaining balloons (3) to my nephew. I had no intention of going back to the store but decided to look at the receipt for some reason and noticed that instead of charging me $0.99/ balloon I was charged $21.99/balloon for a total of $89.96. I went back to the store shortly after to get that refunded and the young store manager (Isabelle) told me that they don't even carry that item in the store. I responded "What you carry in the store is your business, ma'am. The problem is that I have been charged multiple times for it in error." She hesitated before returning the money to my credit card. Then when I told her about the balloons I had lost, she told me once I leave the store the balloons are my responsibility. Which I agreed to whole heartedly. But it's their job to blow the balloons, and properly affix them together to the weight that I purchase from them. She agreed and said that she would train her staff better. But she couldn't do anything about the lost balloons, in fact she told me that I still had to pay for them. Instead of waving the $3.97 for lost balloons that I was grossly overcharged for. My advice: TRAIN your staff better. Rethink your customer service model. Put your customer FIRST!! For $3.97 she could have reversed my experience but chose to continue the path of terrible customer service. I now understand why ToysRus went bankrupt in the US.”

Posted 2 years ago

“I went in looking for a present for my niece's birthday, there was next to no stock, the lighting was bad and the only staff member I could find was rude, he was screaming "they closed last week, you are trespassing" and chased me with his German Shepherd, needless to say I won't shop there again!”

Posted 5 years ago

“2 disgraceful rude managers just kicking me out after I ask refund....”

Posted 6 years ago

“Toys R Us is an absolute shambles of a company. Ordered two items. One item delivered to the wrong address and then turned out to be the wrong item. Other item I was told I could not have as they were out of stock even though I could still add it to my basket online after they told me it was out of stock. Then had to use the ridiculous ticket system to sort out redelivery of the original item that they sent out wrong. No way to talk to an actual human on the phone. Absolutely ridiculous. The redelivery got lost in the post and it has taken me days to get someone from the customer service team to actually reply to me to tell me the redelivery was lost in the post. And then to top it all off I am a student and am only home for Christmas and will not be here to accept a third redelivery attempt, so asked for it to be sent to a different address. But no, Toys R Us are even incapable of printing out a new shipping label with a new address to stick on my parcel. Literally the worst customer service I have ever experienced. Be warned. DO NOT BUY FROM THIS INCOMPETENT COMPANY THEY WILL MESS EVERYTHING UP.”

Posted 6 years ago

“I reserved a quad bike as I've been in hospital for 2 weeks as my little boy has leukaemia so I was picking up Xmas eve. I then get a phone call to say it's notavailable and sold. I buy all my Xmas presents for my kids from you butnot anymore bloody disgusting ...”

Posted 6 years ago

“Ordered my daughter a bike and 4 weeks later still not received it. Happy to take my money but not delivered the goods! And now you say no longer in stock! Very disappointing!”

Posted 6 years ago

“Ordered a bed. Parts missing, Toys R Us extremely unhelpful. Numerous e-mails and phone calls to no avail. Staff rude at times. Very disappointed. Will be returning bed and have had to buy another one from Amazon.”

Posted 6 years ago

“Today I bought from Toys R Us some presents for my son’s birthday, one of which was an office stamp. At the till I noticed that the stamp was faulty. The customer assistant asked me to go into the store and look for a stamp that is working, to replace the faulty one. I did that and found another product, but at the till I checked it and it had the same problem as the first one. The same customer assistant from the till didn’t wait for me to check the product and closed the receipt. After checking the product, at the till, I asked for a refund. The customer assistant directed me to the customer service to receive the refund. At the customer service desk they asked for my personal details (name, address, phone number) in order to give me a refund, which I didn’t agree to give because I paid with a card, so I refused. I asked to speak with a manager to sort out the problem, but the manager was rude and the reply was that “this is our private policy, you’re not allowed to see it and if you don’t give us the details, we will not refund you”. I find it unprofessional and even illegal to be asked for my personal details for a refund, considering that the payment was made 2 minutes before with a card. I am really disappointed of the offered services of Toys R Us Southampton and I will not be shopping there again. I’ll redirect my Christmas shopping for my children somewhere else and I will not be recommending this shop to anyone again. You lost a customer, and even more.”

Posted 6 years ago

“rubbish customer service!!!”

Posted 6 years ago

“All looked good on the web site. An "instant" text message that the product was reserved with a promise of a message "within 29 mins" to say it was ready. 29 minutes became 45 minutes, still ok. At the store there's just a small notice to say collect at "Babys r us Information point" no directions. At the ed of Babys r us there is an information point and a collection point. The collection point says collect at the information point. No staff at either, but several customers. Eventually someone arrives and looks disparagingly. "This is not the collection point" he says. You need to be at the Information point. We point out the large sign saying Information Point." Obviously we are really stupid. "Not this information point the babys r us information point. It's round the corner that way, It's a bit hidden and it doesn't have much of a sign..." Go round the corner, it's still not obvious. Eventually another staff member points to a small till and then finds the goods and send us off to the checkout. I'm left feeling that Toys R Us want us to shop at Amazon in future., I will not be back.”

Posted 6 years ago

“I wont recommend. I ordered a Fiat500 motorised car for daughter's birthday with named delivery. It didnt arrive on time, and when we finally got it...so many missing parts. very disappointing!”

Posted 7 years ago

“Most of the time they have very rude and nasty staff.They are very unprofessional and moody.They are only interested for your money and if you have any problem with goods bought from their stores they would not try to help or to resolve anyting. They treat their customers very badly and nobody from ToysRus trying to do anything about this ongoing issue.Very disappointing! Shame for UK”

Posted 7 years ago

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Toys R Us is rated 1.7 based on 54 reviews