Toys"R"Us

"I’m writing about a recent experience I had with Toys R Us. This experience began online, continued through a store visit, and on to the customer service phone line. At the time of this email, my issue has yet to be resolved. I recently placed an online order that was promised to be available for in store pick up the following day. Before I was even able to place this order I had to resubmit my order several times due to a glitch in the online ordering process. I had to re-enter shipping and credit card information repeatedly, before the order finally went through. Entering that amount of information again and again is an incredibly frustrating and stressful experience in itself. However, I finally manage to place my order, and was happy to have a bike on its way for my daughter. Four days later, I still have no information on my order, so I called the store. I was hung up on twice and had to go through the automated system a few times before an actual person answered the phone. I was informed that my order is in fact in store (this is now Christmas Eve). So I head on over (Savannah GA 31419, Store#8754). As I entered the store, I approached a man who had a Toys R Us name badge (though I failed to catch the name) and appeared to be the manager as he had a on a nice button up shirt (as opposed the shirts the rest of the staff was wearing). As he passed by me I asked if he could point me in the direction of the counter where I could pick up my online order. He never looked at me and simply muttered “I’m busy.” And kept walking. Now I’m a very patient person, but I have now been completely blown off by the staff in this store over the phone and in person, all in the same day. I finally figured out where to pick up my order and wait. I was asked by 3 different people to repeat my order number and what the actual item was (a 14” Dory bike) while they look at me like I’m intruding on their time. After all that, I finally get my order and head home. It only got worse from there. My husband began to assemble the bike and quickly realized the product was defective. Due to faulty manufacturing, the pedals could not be attached to the bike. We tried several different avenues, but it was impossible. We are now so discouraged and frustrated that we can’t give this gift to our child Christmas morning. On December 26th we head back to the store to return the defective bike. We were given a refund in the form of a gift card and told to reorder the item online. I begrudgingly oblige. But I soon hit yet another a brick wall. The same issue I had with the original order is happening again. I have to repeatedly enter my information only to be looped through again and still unable to place my order. So, reaching the limit of my patience at this point, I give up and call customer service. The first time around my phone number was put on a call back list. The second attempt connected me with a man who insisted that I should just be able to place the order on my own, and if not, that he couldn’t be of any help to me. He placed me on hold and I was then hung up on. So I called a third time. This call led me to someone who said he could connect me with the person I had just been speaking to. So I was transferred, but not to the same person. So I explained my situation for what felt like the millionth time, and placed on and off hold while the new person tried to help. Finally, she says she can just place the order for me. At this point I’m very confused as to why the first gentleman couldn’t have just done that and saved everyone some time and frustration instead of telling me that there was no way for him to help me. I repeat my shipping information and gift card number and am placed back on hold. She then hung up on me. At that point I’m so frustrated I don’t even want to make another attempt at a phone call and am completely fed up with this whole ordeal. I can’t even just get my money back because my refund was issued in the form of a gift card."

"I had to some gifts for small children this year. My own are teens now. I will never enter those doors again. I couldn't find anyone to help me. I finally found an employee furiously texting on his phone standing behind the counter with locked electronics. I asked him about robotics build kits. He stood where he was and pointed. I tried to find what he was talking about. It wasn't there. I came back, and was gone. I looked in the case and there were no fewer than six robotics kits locked in the case. The only reason I went there was because I felt a little nostalgic, and I know online sales are cutting their throats. They cured me of that. It was dirty, crowded, and every employee seemed annoyed and disinterested. RIP Toys R Us. I hope the unemployment line offers those employees plenty of time to look through their phones that they can't afford to pay for anymore. I will stick to Amazon."

"If I could give less than 1 star I would. We recently moved to Savannah from Atlanta, and we LOVED our Babies R Us in Dunwoody there. They had the best customer service there, and I guess we were naive to assume that the excellent customer service would be a standard across all locations in the company. Obviously, this is not the case. I have shopped at this location in Savannah about 15 times now. Most of the time on weekdays, they don't even have any of the checkout stations open. They only have one, MAYBE two employees working at the customer service station to check out every single customer. I have myself waited in line over twenty minutes on multiple occasions, just to purchase one small item. There might be 15 people in line--they just don't care. The employees have NO sense of service, and don't even apologize for the long wait or act like they care at all. I happen to be the manager of a retail store, and I was personally embarrassed for you as customers stood complaining in line. Our most recent experience occurred yesterday, the Saturday after Thanksgiving. We went in shopping for our toddler-aged daughter for Christmas, and were pleased to see that they finally had the checkout lanes open for once. We selected a toddler play gym for $300 (an item that you have to take a piece of paper with a barcode on it to the front for them to scan and order for you), and we went to the checkout line. We were excited to purchase it that day, because when we walked in, there was a large sign stating "10% Off All Purchases Every Saturday Till Christmas for R Us Cardholders." When we showed the cashier the piece of paper, she looked worried and went to go talk to someone else. She came back and said that she couldn't order it because it was out of stock, and that we should come back tomorrow to order it. First of all, that doesn't make any freaking sense to come ALL the way back on a Sunday...why would it suddenly be available for order? Secondly, we wanted to purchase it on Saturday to receive the extra 10% off on such a large item, which I told the cashier and she told me that I wasn't going to get the 10% off anyway since it was out of stock. Third, we had purchased a bedroom furniture set from the Babies R Us in Atlanta the year before, and three of the six pieces were out of stock--and they had NO problem allowing us to pay that day and order them for us. The cashier showed zero empathy or willingness to help us, and they honestly weren't even that busy. I said, "I guess we'll have to purchase it somewhere else," to which she responded, "No problem. Do you still want to purchase this other item you have, or just leave?" Wow. The whole exchange happened so quickly, we didn't even have time to get upset or act frustrated. They obviously didn't want to be bothered with our problem, and so we just walked out. Congrats, Toys R Us. You've lost all of my business from here on out. I will order everything from other online dealers from now on, and we are deleting our wish list for our daughter from your website so that our relatives will not purchase from you, either."

"My wife and I will be strongly encouraging everyone we know to shop at Babies R Us because of how friendly, professional, and engaging Julia and Kaitlyn and all the staff are! We have never been treated so well in our lives at any retail store. My wife and I are completely satisfied with the whole experience! We will not be going ANYWHERE else to buy anything baby or kid related. We are now customers for life for one BIG reason... Julia and Kaitlyn"