BBB Business Review

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Toys R Us meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Customer Complaints Summary Read complaint details

1466 complaints closed with BBB in last 3 years | 440 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 277
Billing/Collection Issues 132
Delivery Issues 237
Guarantee/Warranty Issues 22
Problems with Product/Service 798
Total Closed Complaints 1466

Customer Reviews Summary Read customer reviews

28 Customer Reviews on Toys R Us
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 1
Negative Experience 26
Total Customer Reviews 28

Additional Information

BBB file opened: December 24, 2003 Business started: 07/01/1978 in NJ Business incorporated 07/01/1978 in NJ
Type of Entity


Business Management
Guest Services Ms. Elizabeth Gaerlan, Director, Corporate Communications
Contact Information
Customer Contact: Ms. Elizabeth Gaerlan, Director, Corporate Communications
Principal: Guest Services
Business Category

Toys - Retail Sporting Goods Stores (NAICS: 451110)

Alternate Business Names
Babies R Us BabiesRUs Toys"R"Us, Inc. ToysRUs

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.