Toys R Us Corporate Office & Headquarters

31 years of shopping at your stores and I'm done!! I placed an online order for Christmas gifts for my grandsons and what a nightmare. I wasn't aware that each item would ship seperately - not only did I receive an email that each item shipped but it was a lie. I don't think that generating a order to ship is considered to actually ship. We have been waiting since the 29th of November and still nothing. I tracked the package today and although it says shipped it wasn't. I contacted FedEx and they have no history of ever having taking position of the item. I called customer service and this is where it gets really good. After being placed on hold I found out the item was "lost" between your distribution center and FedEx. Ok, things happen but to leave the customer hanging and never notify me there was a problem and a replacement would be shipped immediately is unacceptable. The customer service rep finally offered to refund me for the item which I had to accept as there was no other alternative when I asked to have another one shipped. To my dismay I was credited the price I paid for the item but not the tax or shipping. When I inquired about this he said that the item was elegible for free shipping so I am not due a refund. I disagreed with him as my total shipping was over $76 and I was credited $20 on your "free shipping - up to $20" and still paid over $56 for the other items. I was so mad I couldn't even continue with Ben. I am going to call back 9am -5pm Eastern time so I can speak to a supervisor. Everyone works very hard for their income these days and I am strongly offended that this is how this corporation treats their loyal customers. I will definately share my experience with everyone I know. I am also considering returning the rest of my items purchased online and in store and taking my business else where. Shame on you Toys R Us!! Taking my b

We only have one Toys R Us here and the Male mannager that has been at the store is awful!!! I am not the only one here to complain, many of our friends feel the same! I came into the store today with a coupon add that was sent from Toys r us for 40% of ALL bikes, we had a razor 360 bike at the regester at the time the associates helped me bring it up front and looked at the add that was on my phone. He saw the add and said I had to print it out to use it so I left went home and printed it out and came back. When I got back he then informs me that what I had was a tricycle not a bike so I could not use it! I wasted over a hour running around when he should have just told me when he saw the add the first time and the item I was trying to buy that he would not honor the coupon! Also when I informed him that I had tryed to call before comming up to the store that there was a recording claming the store was closed until Monday (its Sunday am now)and they were like "oh yes! maybe no one will come out today!!!" that right there tells me you dont want our buissnes here in Charleston S.C. and we need to do our shopping elsewhere!

After purchasing an animated bear for a guild representing a children's hospital, we discovered the toy did not work properly.It had been awhile since the purchase and we had no reciept. we took the item to the local toys r us, and were told the bear was now on sale for $2.50, sorry about the not working part, and they of course had none to replace it with, imagine that....Does this company know about the word "Integrity"? We have purchased many,many items from most well known stores and have never been treated with such a lack of common courtesy,ie, the truth.It being we have no intention of doing anything for you or the children, its all about the bottom line. If we had said,"charity" perhaps as a tax write-off for your company, a little RESPECT might be nice.

I'm not sure whether or not ToysRus executives take the time to read the reviews submitted however, it would be in their best interest if they did. I am beside myself...after spending numerous hours online to find the x-box 360, 250gb with kinect for my grandson for Christmas,I found it on the ToysRus website. I placed the order and received two e-mails confirming they processed both orders (kinect starter pack4gb and the gaming system with holiday bundle kinect and 250gb. At this point I wasn't sure which one would be shipped to me so I called customer service. I explained the situation to Michelle, telling her I wanted to speak to a supervisor. Michelle told me there weren't any supervisors available but one would call me back within 48 hours. I asked Michelle not to do anything with the order until I spoke with a supervisor. I went to check my e-mail and both were for the starter pack (4gb) the 250gb had been deleted. I want the 250gb for $399.00. I called customer service back and I was told the 250gb with kinect was deleted. I asked the rep to check availability and was told it was out of stock. Here it is 2 weeks before Xmas and I can't get the present I want because of the incompentancy of Michelle. If I give the starter pack to my grandson he can't open it or use it because I won't be allowed to return it when the 250gb is back in stock. Right now, I am so upset I don't know what to do. All I can say is that I believe ToysRus has an obligation to me to make this right. Merry Christmas ToysRus!!!!

I was shopping online when I came across an item I was interested. Since I live about 20 minutes away and may visit today I called the the Clovis, CA store #5841 to see if they had it in stock. The first person put me on hold for 18 min. The second person put me on hold for 28 min. Finally a "Manager" named Christy came to the line and totally ignored me when I told her about being on hold for so long. I told her about the item online. She asked for the item # and within 2 minutes she was able to tell be if it was in stock or not. First of all, I think ALL employees were rude, do not have customer service skills and NEED more training in what they do. I am also VERY dissatisfied!!!

While in the Vineland NJ store, I fell over a supply cart that was left between 2 displays. I ended up going to the hospital needing 6 stitches. I was somewhat upset when I got home that in the mist of EMT trying to stop the bleeding and bandage me someone (I thought was a manager) hands me something to sign. I could not see very well as blood was going in my eye and the EMTs were putting a bandage around my head. I really don't know what I signed and what I wrote. To make matters worse no one from the store ever followed up to see how I was. I will be getting in touch with the corporate office

This holiday season I have done all my toy shopping at Toys R Us. I placed a total of 3 online orders starting in Nov 2010. The first 2 orders went smoothly. everything shipped in a timely manner, and as per the website, I got everything within the 10 days (they say up to 3 days to process and then up to 10 days total that you item (s) will ship and be recieved. Well...now here I am 10 days after placing my 3rd and final order, and my order still says "Items located in Stock". Now I understand that there was an awful incedent at the warehouse.....BUT I have sent 2 emails and even called once and the guy on the phone said that since I emailed there was nothing he could do because there was already an order in to have it looked into?? WTH does that mean? I told him I was unaware of the situation at the warehouse when I sent those emails and now I am even more concerned that I am not going to recieve my order. He said he didn't know anything about that but he really couldn't do anything until next week sometime depending on what happens from the email I sent? WHAT? Look I was very pleased with the 2 orders before so I went ahead and ordered my daughters bday gifts (which we will be having her party on the 17th!) thinking there was plenty of time. What do I tell my child on her birthday?? I just want to know that I am in fact going to get my items BEFORE the 17th. But no one can seem to tell me if that will happen or not! I would have just cancelled and went and bought the stuff elsewhere but guess what? Can't do that either! I understand they had to deal with a major incedent BUT I do think they should have informed the customers that they had a major setback and that they could either cancel their orders OR that Toys R Us will guarantee we will recieve our stuff within 5 days (even if THEY have to spend the $$$ to overnight or express deliver or whatever!) I did my responsible part and placed an order 16 days before I needed it.....because of the websites 10 day processing and shipping time limit they gave. PLEASE help me! This is not fair to my daughter.....please Toys R Us step up to the plate and fix this before you lose yet another long time customer!!

Who is running the Toys R Us Express stores?

Toys R Us sold me a Little Tikes Playhouse at their store. When we went around back to pick it up, we were told that they made a mistake and didn't have it! This was after a several hour wait in line during Black Friday. Their solution was to wait several more hours in line for a refund! I don't want a refund...I want my toy! Corporate never returns calls and really does it give a cr@p. Apparently, it is my fault for not getting a refund. Do Not shop at this store! My child will not have her present at Christmas. This company is horrid!!

after spending $52 at babies r us i approached the register...spotted a sign saying if clerk does not tell you about our new program you will receive a $5.00 gift card...well! lo and behold - she did not mention it so i brought it to her attention..oh!said she..i'll have to get my manager to do that and it will take a while...we are very busy on the toys r us side...no problem said i..i'm going to use the restroom...the manager did appear and used the exact same words as the clerk..sorry we are very busy right now and there is a lot of paper work involved.it will take time and i do not have that right now...i left the store. sorry i didn't get the clerk or the managers name (toys r us newington mall newington,nh)..why have a promotion in place if you do not honor it? very dissapointing for such a well know company.

I purchased an arcade game for my daughter on her birthday. The toy was broken and unfortunately I was unable to return it right away. I went back to the store that I purchased it from here in Florida City Fl, with my receipt in hand. I explained to the manager Brittany that the toy was broken and that I wanted a store credit. She said she couldn't do anything for me because the policy is that after 30 days nothing can be done. I asked her to show me where on the receipt is the policy written. And she very rudely said that it's not written on the receipt and that it is common sense. She also said that it's the customers responsibility to ask.She was extremely rude. I didn't even want my money back. Just an exchange. Someone should take care of his matter immediately. I was looking forward to doing Christmas shopping for my kids here. I will not shop here ever again if I am going to be treated so bad. There are thousands of people in need 0f a job and here we have this young lady treating people without respect. The policy should be witten on he recipt.

BUYER BEWARE!! Toys R Us STINKS!!!! They have an awful return policy!!! For example...I bought 3 video games in October (for upcoming birthday and Christmas presents). The recipient on one present didn't want the game that I purchased for them so they went to exchange it for something else but yet they wouldn't allow them to for the same amount of money it was worth because the gift receipt shows as a free item. WTF?? It was unopened. People buy presents early all the time and people change their mind on what they want or they sometimes get duplicates. If someone receives a gift...a gift is a gift. Why does it state on your return policies that merchandise credit is given to all gift receipt returns if this is not the case??? BUYER BEWARE!! Target and Walmart are the places to shop. They appreciate their customers and understnand the need

I have several friends that work at the Toys R Us/Babies R Us stores. In Virginia Beach and Chesapeake,Va. They tell me that the management staff needs to be overhauled due to poor management. The scheduling of employees is ridiculous and they are constantly cutting hours so staff(part-time) is down to 4 hours to 12 hours per week. Associate managers are attitudinal and retaliate against associates by cutting hours. This especially has been happening at the Chesapeake, Va store and the GM lets it ride. They are told sales have not been met, but the employees know what's going on. I can see a lot of changes will occur in the future because of poor retail management and harrasment of employees. Unfortunately, the customers suffer the most by short staffing procedures and the problem does not seem to get better. I have worked in retail before with same situations and the result was replacing the GM. When the GM was replaced, it gave the entire store staff a wake-up call, because if GM can be replaced, so can they. Get rid of the associate managers and start fresh with team members that know what they are doing.

I purchased an early Christmas gift in mid September. Bought a Nintendo DSi. My 7 year old changed his mind on what he wanted from Santa in the meantime. I went to my local Toys R Us Store in New Hartford "with my receipt". The store would not let me exchange the item for a higher priced Nintendo DSi XL because it was over 45 days. The box was still sealed and had not been opened. They will not make any exceptions to their electronics return policy, even if it is a Christmas gift and the box has not been opened. So they told me their was nothing that could be done. Not only will my son be disappointed on Christmas Day, but I will never shop at Toys R Us again and will be posting a notice on my Facebook page so that other people stop shopping there.

Went to the store 5am one time 6am another and the sell items they did not have. They have been sold out for the last 2 1/2 weeks WHAT you guys don't restock. I think they do this to get you to buy other thing. I'm don't want to be a TOYS R US KID.

Customer service could not delete an old online account that was tied to my rewards number so that I could add it to the new online account. However, when trying to access the old account (because that is what online customer service told me to do) I was unable to get into the account. "There is no account associated with this e-mail address". Which leads me to believe that they did in fact delete the old account. Now why is it that I cannot get my rewards number added to my new account? Did I mention I was transferred to 4 different departments? I agree with John K 100%. With 10% unemployment it's unbelievable that you cannot find enough intelligent people to employ and handle such a simple request. In fact, my husband has been without work for 2 years. WTF?

Extremely poor customer service.

Thieves R US...... I can not believe the amount of bait and switch this store participates in. Word of advice, do your research. Chances are you will find a better product online or at another retailer for less money. DON'T FALL FOR THE GIMMICS. FURTHER MORE did you know that they are the only retailer that does not price match!!! not even their own prices ONLINE. Managers are high school educated drop out bullies who yell to intimidate customers and when they get flustered act like they have no clue. SERIOUSLY!!!!! where do these people come from??? no sense of responsibility nor moral decorum they lie lie lie trust me call corporate ( (973)617-3500). I do feel sad for them and even sadder for us customers who have to deal with it. NOT ANYMORE!!!. You can keep your 40% hicked up prices then 10% discounted products yeah that is a deal. SERIOUSLY!!! Fool me once shame on me fool me twice I will burn your store down... kidding. but you get my point - stop waisting your money at Thieves R US.

Toys R Us is horrible, never buy anything online or you wil recieve over 100 emails and when you call to get taken off the list they tell you wait 6-8 weeks. Do yourself a favor and buy the same item cheaper and with less headaches at Walmart.

Toys R Us, you have got to get better with your lousy Customer Service or managers still thinking in a box and too stupid to see a solution. I first had to drive over twenty miles to this location to do a pickup for my grandchildren. Upon arriving I gave the manager the email with the name and address along with my valid texas drivers license (age well appropriated) the manager (MATT) then tells me because my name was not the same as listed I could not pick up the items. Now, all of the information was exactly the same, except the first name ONLY was different; how dump is that. All he had to do was take a picture of my license to show who picked it up, but when you can't think clearly and just do not provide good service, you do dump, crazy things. He then spoke with my son for a long time on my cell phone, and still did nothing. I call customer service while in the store and the same thing, it could not be changed. So, if i am married and I bought it and my wife when to get it, she could not because the only name difference was the FIRST NAME. I did not have this much trouble last year when I bought the items online and had them shipped; they don't ask for all this stupid, dump stuff, they just get the signature and they are off; how you know I'm the person living at the home, but do Toy r US call and check, NO! NO! NO! its up to them, but I will not be buying anything else from this company, I'll go pay the higher price before dealing with this foolishness again, and I sure will not drive that fall again. Now: read How the mighty fall and The Good, The Great, having the right people, that why companies lose out and customer go else where, because of not giving customer service.