Toys R Us Reviews

Name: Toys R Us
Address: Toys R Us, FREEPOST NAT 3362, Gateshead
Rating: 1.77

1.8 Rating 62 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Toys R Us and Aramex have the worst service, with no communication, followed by misinformation to try save their skin. Over Black Friday I ordered nappies online, which were supposed to arrive about 7 days later, when these didn't arrive. It took us calling them to find out what the issue was. It turned out that between Toysrus and Aramex, they got the address wrong. "Don't worry, we fixed it now, you'll get your order in 48 hours." This is when the lies and misinformation began. Two days passed, still no communication from either. It's now about 10 days after the order was placed, we're nearing Christmas and no one has figured out how phones work on their side. Now we explicitly request that they please phone before delivering, as we may not be home and they need a code to enter. A week after they were meant to deliver, this is now after initial 10 days of endless failure to communicate, deliver and and send notifications. Toys R Us refers us to Aramex, who their supplier, not the place we ordered from and paid. On 18 December, nearly a month after the order, Aramex sends a saying "your delivery was successfully dropped" or whatever they write. By now you're wondering if they called as we requested, well....I'm sorry to thwart your dreams, but no. They only receive calls, not make them. They take your money and make promises with no intentions of keeping them. Here's the absolute cherry, they claimed the items were left with security but that's not true. And this we found out after we phoned them. The order still hasn't been delivered it's a few days before Christmas and we may never see our order or the money. I wouldn't recommend anyone shop online from Toys R Us, and run for the hills if Aramex is involved.”

Helpful Report

Posted 1 day ago

“Toys R Us lying about stock, misleading order information, and ruining a special experience for a DYING woman. Dont trust this bloody company! We ordered my daughter birthday gift from her great grandma (who doesn't have much time left) SPECIFICALLY after we made sure the store had stock of the item. There where only 3 stores in Cape Town with stock, inuding the one nearest to us, so we ordered there. We received a message saying that the order is 'Ready to pick' - and we, like idiots (that is sarcastic, PLEASE change your wording), that that meant Ready to pick up. Because why on gods green earth would it mean something else- order being processed, order being finalized, whatever makes sense. Please explain to me how READY TO PICK doesn't make any customer assume that that means PICK UP. From a store that we CHECKED had stock. Go to pick up today and they don't have it. I realise this isn't the poor cashiers fault, because he has no control over this. But Toys R Us do! What the hell? Now great grandma won't be able to see her gift being opened at the party, and she won't make it till the next birthday. And apparently orders can't be picked up between black Friday and Monday? Like what the actual hell! My daughter is 2, she won't notice. But do you know who will? Her great gran who is slowly succumbing to altzheimers and WILL NOT have an opportunity to experience this again. Honestly, how dare you? We took the time to look online to make sure we place the order at a store that had stock. I mean, this is not only inexcusable, its just plainly lying to your customers. I have never been so disgusted in a franchise before. Seriously? Ready to pick doesn't mean pick up? Whats wrong with you? Who would use such misleading language? Also, I do apologize to the cashier that I raised my voice to. It wasn't his fault. It was YOUR fault.”

Helpful Report

Posted 4 weeks ago

“I bought a cubby house for my nephew they cancelled it and now I can't get my money back either $950 gone like that and he didn't get a birthday present don't order anything from this company it's been almost a month since they cancelled it still trying to get my money”

Helpful Report

Posted 5 months ago

“It’s been 20 days , there is no update on my order and refund also. Very bad customer care.”

Helpful Report

Posted 7 months ago

“Placed an online order, only received 1 of the 3 items. Contacted them and they refused to issue a refund because their warehouse dimensions said the items would fit, yet the actual box I received did not match their information. Fraudulent activity is happening somewhere in the company. Buyer beware.”

Helpful Report

Posted 1 year ago

“Worst experience ever never loose you time , your money and respect . An oculus of 1500 dhs was bought last year and before the warranty finished I informed them that the oculus has a glitch , they dragged me till after warranty ( literally I have been contacting them for 5 months ) and manager( Khalil) promised to help but no as his employees didn’t do anything and didn’t care about me putting a review although he was informed! What a bad after sales customer service , and reputation ! I hope this will go to the higher management at least !”

Helpful Report

Posted 2 years ago

“Ordered a drone, it arrived as promised but was faulty. Return label received quickly, item returned on the 11th March, it is now the 23rd May and still waiting for my refund. Messages from customer services keep blaming their finance team for the delay. It's now been escalated for a 10th time apparently.”

Helpful Report

Posted 2 years ago

“Poor refund , exchange and credit policy. Essentially they do not offer any refunds or exchanges or even credits. They will only refund in the event the product is faulty so make sure you buy exactly what you need in the correct size or make. Terrible customer service and understanding.”

Helpful Report

Posted 2 years ago

“IAM A TOYSRUS NFT WHALE, 1 DAY BEFORE STAKING AFTER HOLDING THESE EXPENSIVE NFTS FOR 3 OR 4 MONTHS I GOT BANNED TODAY! ELIHANDRO IS IGNORING ME 2! HOW IS THIS NOT THE MOST TERIBLE NFT PROJECT INCLUDING RUGS IN THE WHOLE WORLD! PLEASE HELP!”

Helpful Report

Posted 2 years ago

“It has been 2 months since I send back a faulty item. I am still waiting for a refund. Each time I contacted them I am told I will get my refund. I will not ever buy from these again and will tell all my friends not to either Totally unacceptable waiting time for a refund”

Helpful Report

Posted 2 years ago

“Do not use - took my money for an item they knew they did not have in stock. Did not notify me that the item had not been dispatched. Did not contact me about my order until I emailed them 2 weeks later. Told me my refund would take 2 weeks. Messaged after a further 4 weeks, still no money and a generic response about it being with the accounting department. Terrible business and terrible customer service. Do not waste your money.”

Helpful Report

Posted 2 years ago

“Ordered a Xmas gift on 21st December and paid for express delivery which states 1-2 working days on their website. The gift should’ve arrived before Christmas. Nothing was received so on 28th December I requested they cancel my order and issue a full refund. Conveniently the order was then dispatched and I was told I’d need to return the item once it was received. The returns process is antiquated - you have to email them to request a returns label which takes a few days for them to reply and send it to you. On 4th January I returned the item and tracking confirms that Toys R Us received the goods back on 6th January. After 11 days I didn’t hear anything from them about a refund (most companies just process it without having to be asked) so on 17th January I chased and was advised I’d have to wait another 7-14 WORKING DAYS to get my money back. Of course, 14 working days has now passed and no refund has been received. I wouldn’t recommend anyone buys from Toys R Us. You won’t receive the goods on time and getting your money back is impossible.”

Helpful Report

Posted 2 years ago

“Purchased a Pokemon box and I never even got to see it come I'm very unhappy and it's stating it's still to deliver it's been so long I purchased it before Christmas and what now I'm demanding a repayment”

Helpful Report

Posted 2 years ago

“Ordered Lego with next day delivery payment was taken immediately and the order processed. Over a week later it had still not arrived. No response from customer services giving them the final day for it to arrive before we went away for Christmas. I then saw the reviews online and thought I had been scammed. I contacted them to cancel the order on the day we left for holiday knowing that it hadnt even been posted. Customer Services eventually responded saying I couldn't cancel and gave me a tracking number that didn't exist suggesting they hadn't posted it. They did post the package however it was very late and was posted when we were away so it was left on the doorstep. I'd avoid using the company again, they don't do next day delivery, they obviously lie about shipping the item and the customer service is slow and unhelpful. I feel they could have cancelled the order but chose not to and then deliberately sent it knowing it was too late, the order was cancelled and I would be away. It even took them 2 weeks to respond to the refund request on PayPal. This company are using the ToysRUs branding that we knew and trusted but whoever is operating it now clearly has very poor standards and it isn't the same. We did get our goods but it was very late arriving and a stressful experience. Best to avoid unless you are not too fussed when your items will arrive.”

Helpful Report

Posted 2 years ago

“Just a friendly reminder that there return policy is ‘unopened, within 30 days, with original receipt, the blood of your maternal grandmother and the sole of your first born child’ we’re sorry for any inconvenience and we look forward to stealing your money again in the future.”

Helpful Report

Posted 2 years ago

“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.”

Helpful Report

Posted 2 years ago

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

Helpful Report

Posted 2 years 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”

Helpful Report

Posted 3 years 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!! !!!!”

Helpful Report

Posted 3 years 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”

Helpful Report

Posted 3 years ago

Toys R Us is rated 1.8 based on 62 reviews