BBB Business Reviews may not be reproduced for sales or promotional purposes.


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.

Factors that raised the rating for Toys R Us include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1476 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

1476 complaints closed with BBB in last 3 years | 458 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 290
Billing/Collection Issues 138
Delivery Issues 236
Guarantee/Warranty Issues 25
Problems with Product/Service 787
Total Closed Complaints 1476

Customer Reviews Summary Read customer reviews

26 Customer Reviews on Toys R Us
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 25
Total Customer Reviews 26

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

Corporation

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

Alternate Business Names
Babies R Us BabiesRUs Babiesrus.com babyuniverse.com eToys.com Toys"R"Us, Inc. ToysRUs Toysrus.com

Additional Locations

  • 1 Geoffrey Way

    Wayne, NJ 07470 (800) 869-7787

  • THIS LOCATION IS NOT BBB ACCREDITED

    1236 Putty Hill Ave

    Towson, MD 21286

  • THIS LOCATION IS NOT BBB ACCREDITED

    1238 Putty Hill Ave

    Towson, MD 21204

  • THIS LOCATION IS NOT BBB ACCREDITED

    17301 Valley Mall Rd

    Hagerstown, MD 21740

  • THIS LOCATION IS NOT BBB ACCREDITED

    2115 West Street

    Annapolis, MD 21401

  • THIS LOCATION IS NOT BBB ACCREDITED

    62041 Columbia Crossing

    Columbia, MD 21045

  • THIS LOCATION IS NOT BBB ACCREDITED

    6501 Baltimore National Pike Ste A

    Catonsville, MD 21228

  • THIS LOCATION IS NOT BBB ACCREDITED

    660 Market Place Drive

    Ellicott City, MD 21041

  • THIS LOCATION IS NOT BBB ACCREDITED

    6600 Baltimore National Pike

    Catonsville, MD 21228

  • THIS LOCATION IS NOT BBB ACCREDITED

    8040 Ritchie Hwy

    Pasadena, MD 21122

  • THIS LOCATION IS NOT BBB ACCREDITED

    8804 Pulaski Hwy

    Rosedale, MD 21237

  • THIS LOCATION IS NOT BBB ACCREDITED

    500 E Naylor Mill Rd

    Salisbury, MD 21804

  • THIS LOCATION IS NOT BBB ACCREDITED

    7106 Geoffrey Way

    Frederick, MD 21704

  • THIS LOCATION IS NOT BBB ACCREDITED

    10200 Reisterstown Rd

    Owings Mills, MD 21117

  • THIS LOCATION IS NOT BBB ACCREDITED

    221 Wade Road Ext

    Latham, NY 12110

  • THIS LOCATION IS NOT BBB ACCREDITED

    4505 commercial drive

    New Hartford , NY 13413

  • THIS LOCATION IS NOT BBB ACCREDITED

    85 Gosling Rd

    Portsmouth, NH 03801

  • THIS LOCATION IS NOT BBB ACCREDITED

    10 Coliseum Ave

    Nashua, NH 03063

  • THIS LOCATION IS NOT BBB ACCREDITED

    16 Veterans Memorial Pkwy

    Salem, NH 03079

  • THIS LOCATION IS NOT BBB ACCREDITED

    2 Keller St

    Manchester, NH 03103

  • THIS LOCATION IS NOT BBB ACCREDITED

    310 Loudon Rd

    Concord, NH 03301

  • THIS LOCATION IS NOT BBB ACCREDITED

    1522 Boston Post Rd # 24

    Milford, CT 06460

  • THIS LOCATION IS NOT BBB ACCREDITED

    88 Dunning Road

    Middletown , NY 10940

  • THIS LOCATION IS NOT BBB ACCREDITED

    5181 Sunrise Hwy

    Bohemia , NY 11716

  • THIS LOCATION IS NOT BBB ACCREDITED

    122 East Route 59

    nanuet, NY 10954

  • THIS LOCATION IS NOT BBB ACCREDITED

    395 Gateway Drive

    Brooklyn, NY 11239

  • THIS LOCATION IS NOT BBB ACCREDITED

    2700 White Plains Road

    Yonkers, NY 10710

  • THIS LOCATION IS NOT BBB ACCREDITED

    24-30 Union Square East

    New York , NY 10003

  • THIS LOCATION IS NOT BBB ACCREDITED

    1000 Cranberry Square
    Rt 19

    Cranberry Twp, PA 16066

  • THIS LOCATION IS NOT BBB ACCREDITED

    135 DANOHOE ROAD

    Greensburg , PA 15601

  • THIS LOCATION IS NOT BBB ACCREDITED

    1920 edinboro rd

    Erie , PA 16509

  • THIS LOCATION IS NOT BBB ACCREDITED

    2001 Park Manor Blvd

    Pittsburgh, PA 15205

  • THIS LOCATION IS NOT BBB ACCREDITED

    2003 Cheryl Drive

    Pittsburgh, PA 15237

  • THIS LOCATION IS NOT BBB ACCREDITED

    20111 Route 19

    Cranberry Twp, PA 16066

  • THIS LOCATION IS NOT BBB ACCREDITED

    3075 CLAIRTON ROAD

    West Mifflin , PA 15123

  • THIS LOCATION IS NOT BBB ACCREDITED

    3700 William Penn Highway

    Monroeville, PA 15146

  • THIS LOCATION IS NOT BBB ACCREDITED

    3735 Wm Penn Hwy

    Monroeville, PA 15146

  • THIS LOCATION IS NOT BBB ACCREDITED

    4000 Oxford Square

    Bethel Park, PA 15102

  • THIS LOCATION IS NOT BBB ACCREDITED

    620 Galleria Dr

    Johnstown, PA 15904

  • THIS LOCATION IS NOT BBB ACCREDITED

    6680 Peach Street

    Erie , PA 16509

  • THIS LOCATION IS NOT BBB ACCREDITED

    Rt 18 & Valley View Dr

    Monaca, PA 15061

  • THIS LOCATION IS NOT BBB ACCREDITED

    Rt 51 S

    West Mifflin, PA 15122

  • THIS LOCATION IS NOT BBB ACCREDITED

    5700 Leesburg Pike

    Falls Church, VA 22041

  • THIS LOCATION IS NOT BBB ACCREDITED

    2969 Festival Way

    Waldorf, MD 20602

  • THIS LOCATION IS NOT BBB ACCREDITED

    620 KIDDER STREET

    Wilkes Barre , PA 18702

  • THIS LOCATION IS NOT BBB ACCREDITED

    8401 Mike Shapiro Drive

    Clinton, MD 20735

  • THIS LOCATION IS NOT BBB ACCREDITED

    Apple Blossom Dr

    Winchester, VA 22601

  • THIS LOCATION IS NOT BBB ACCREDITED

    3401 aramingo ave

    Philadelphia, PA 19134

  • THIS LOCATION IS NOT BBB ACCREDITED

    12012 Cherry Hill Rd.

    Silver Spring, MD 20904

  • THIS LOCATION IS NOT BBB ACCREDITED

    11810 Rockville Pike

    Rockville, MD 20850

  • THIS LOCATION IS NOT BBB ACCREDITED

    13035 Fair Lakes Centre

    Fairfax, VA 22030

  • THIS LOCATION IS NOT BBB ACCREDITED

    1410 Kenneth Road

    York, PA 17402

  • THIS LOCATION IS NOT BBB ACCREDITED

    2000 Lycoming Mall Rd.

    Muncy, PA 17756

  • THIS LOCATION IS NOT BBB ACCREDITED

    201 Franklin Mills Circle

    Philadelphia, PA 19154

  • THIS LOCATION IS NOT BBB ACCREDITED

    330 Commerce Boulevard

    Fairless Hills, PA 19030

  • THIS LOCATION IS NOT BBB ACCREDITED

    955 Grape Street

    Whitehall, PA 18052

  • THIS LOCATION IS NOT BBB ACCREDITED

    980 Bethlehem Pike

    Montgomeryville, PA 18936

  • THIS LOCATION IS NOT BBB ACCREDITED

    Scranton-carbondale Highway

    Scranton, PA 18508

  • THIS LOCATION IS NOT BBB ACCREDITED

    Woodhaven Shopping Center

    Bensalem, PA 19020

  • THIS LOCATION IS NOT BBB ACCREDITED

    10 Geoffrey Drive

    Newark, DE 19713

  • THIS LOCATION IS NOT BBB ACCREDITED

    1317 New Churchmans Road

    Newark , DE 19713

  • THIS LOCATION IS NOT BBB ACCREDITED

    1686 Boston Rd.

    Springfield, MA 01129

  • THIS LOCATION IS NOT BBB ACCREDITED

    1686 Boston Road

    Springfield, MA 01129

  • THIS LOCATION IS NOT BBB ACCREDITED

    416 Southbridge Street

    Auburn, MA 01501

  • THIS LOCATION IS NOT BBB ACCREDITED

    50 Holyoke Street
    Ingleside Mall

    Holyoke, MA 01040

  • THIS LOCATION IS NOT BBB ACCREDITED

    70 Worcester Providence Tpke Ste 170

    Millbury, MA 01527

  • THIS LOCATION IS NOT BBB ACCREDITED

    118 Commercial Road

    Leominster, MA 01453

  • THIS LOCATION IS NOT BBB ACCREDITED

    6655 Strip Ave NW

    Canton, OH 44720

  • THIS LOCATION IS NOT BBB ACCREDITED

    11422 Princeton Road

    Cincinnati, OH 45246

  • THIS LOCATION IS NOT BBB ACCREDITED

    375 Distribution Circle

    Fairfield, OH 45014

  • THIS LOCATION IS NOT BBB ACCREDITED

    4585 Eastgate Blvd

    Cincinnati, OH 45245

  • THIS LOCATION IS NOT BBB ACCREDITED

    7800 Montgomery Rd

    Cincinnati, OH 45236

  • THIS LOCATION IS NOT BBB ACCREDITED

    7800 MONTGOMERY ROAD

    CINCINNATI, OH 45236

  • THIS LOCATION IS NOT BBB ACCREDITED

    7960 Connector Drive

    Florence, KY 41042

  • THIS LOCATION IS NOT BBB ACCREDITED

    9959 Colerain Avenue

    Cincinnati, OH 45251

  • THIS LOCATION IS NOT BBB ACCREDITED

    All Store Locations

    Cincinnati, OH 45245

  • THIS LOCATION IS NOT BBB ACCREDITED

    Glenway Avenue & Werk Road

    Cincinnati, OH 45211

  • THIS LOCATION IS NOT BBB ACCREDITED

    4999 HOUSTON RD

    FLORENCE, KY 41042

  • THIS LOCATION IS NOT BBB ACCREDITED

    925 Cincinnati Mills Drive

    Cincinnati, OH 45240

  • THIS LOCATION IS NOT BBB ACCREDITED

    1265 Morse Rd

    Columbus, OH 43229

  • THIS LOCATION IS NOT BBB ACCREDITED

    4285 Groves Rd

    Columbus, OH 43232

  • THIS LOCATION IS NOT BBB ACCREDITED

    5765 Green Pointe Dr N

    Groveport, OH 43125

  • THIS LOCATION IS NOT BBB ACCREDITED

    6547 Sawmill Rd

    Dublin, OH 43017

  • THIS LOCATION IS NOT BBB ACCREDITED

    851 S 30th St

    Heath, OH 43056

  • THIS LOCATION IS NOT BBB ACCREDITED

    Central Ohio Locations

    Columbus, OH 43215

  • THIS LOCATION IS NOT BBB ACCREDITED

    Regional Office
    3610 W Dublin Granville Rd

    Columbus, OH 43235

  • THIS LOCATION IS NOT BBB ACCREDITED

    1385 SOM Center Rd.

    Mayfield Heights, OH 44129

  • THIS LOCATION IS NOT BBB ACCREDITED

    1601 West River Rd.

    Elyria, OH 44035

  • THIS LOCATION IS NOT BBB ACCREDITED

    27048 Lorain Rd.

    North Olmsted, OH 44070

  • THIS LOCATION IS NOT BBB ACCREDITED

    7723 Mentor Ave.

    Mentor, OH 44060

  • THIS LOCATION IS NOT BBB ACCREDITED

    8515 Day Dr.

    Parma, OH 44129

  • THIS LOCATION IS NOT BBB ACCREDITED

    1501 N Bechtle Ave

    Springfield, OH 45504

  • THIS LOCATION IS NOT BBB ACCREDITED

    2500 N Fairfield Road

    Dayton, OH 45431

  • THIS LOCATION IS NOT BBB ACCREDITED

    2626 N Fairfield Rd

    Dayton, OH 45431

  • THIS LOCATION IS NOT BBB ACCREDITED

    2421 Shiloh Springs Rd.

    Dayton, OH 45426

  • THIS LOCATION IS NOT BBB ACCREDITED

    2589 Miamisburg-Centerville Rd.

    Miamisburg, OH 45342

  • THIS LOCATION IS NOT BBB ACCREDITED

    13801 Lakeside Cicrle

    Sterling Heights, MI 48313

  • THIS LOCATION IS NOT BBB ACCREDITED

    43460 W Oaks Dr

    Novi, MI 48377

  • THIS LOCATION IS NOT BBB ACCREDITED

    2800 Tittabawasee Rd

    Saginaw, MI 48603

  • THIS LOCATION IS NOT BBB ACCREDITED

    14335 Eureka Road

    Southgate, MI 48195

  • THIS LOCATION IS NOT BBB ACCREDITED

    27000 Telegraph Rd

    Southfield, MI 48034

  • THIS LOCATION IS NOT BBB ACCREDITED

    3725 Washtenaw

    Ann Arbor, MI 48104

  • THIS LOCATION IS NOT BBB ACCREDITED

    24411 Michigan Avenue

    Dearborn, MI 48124

  • THIS LOCATION IS NOT BBB ACCREDITED

    G-3250 Linden Road

    Flint, MI 48507

  • THIS LOCATION IS NOT BBB ACCREDITED

    4800 Warren Road

    Westland , MI 48185

  • THIS LOCATION IS NOT BBB ACCREDITED

    32700 John R Road

    Madison Heights , MI 48071

  • THIS LOCATION IS NOT BBB ACCREDITED

    435 E. University Dr.

    Granger, IN 46530

  • THIS LOCATION IS NOT BBB ACCREDITED

    1335 East 79th Avenue

    Merrillville, IN 46410

  • THIS LOCATION IS NOT BBB ACCREDITED

    1335 East 79th Street

    Merrillville, IN 46410

  • THIS LOCATION IS NOT BBB ACCREDITED

    5890 S Westnedge Ave

    Portage, MI 49002

  • THIS LOCATION IS NOT BBB ACCREDITED

    3130 Alpine Ave NW

    Walker, MI 49544

  • THIS LOCATION IS NOT BBB ACCREDITED

    3445 28th St SE

    Grand Rapids, MI 49512

  • THIS LOCATION IS NOT BBB ACCREDITED

    6207 S Westnedge Ave

    Portage, MI 49002

  • THIS LOCATION IS NOT BBB ACCREDITED

    1650 E County Line Road

    Indianapolis, IN 46227

  • THIS LOCATION IS NOT BBB ACCREDITED

    8250 Castleton Corner

    Indianapolis, IN 46250

  • THIS LOCATION IS NOT BBB ACCREDITED

    9251 E Washington Street

    Indianapolis, IN 46229

  • THIS LOCATION IS NOT BBB ACCREDITED

    1650 E County Line Road

    Indianapolis, IN 46227

  • THIS LOCATION IS NOT BBB ACCREDITED

    2324 Sagamore Pkwy South

    Lafayette, IN 47909

  • THIS LOCATION IS NOT BBB ACCREDITED

    3400 N Morrison Road

    Muncie, IN 47304

  • THIS LOCATION IS NOT BBB ACCREDITED

    8250 Castleton Corner Drive

    Indianapolis, IN 46250

  • THIS LOCATION IS NOT BBB ACCREDITED

    9251 E Washington Street

    Indianapolis, IN 46229

  • THIS LOCATION IS NOT BBB ACCREDITED

    4805 Outer Loop

    Okolona, KY 40219

  • THIS LOCATION IS NOT BBB ACCREDITED

    River Falls Mall

    Clarksville, IN 47129

  • THIS LOCATION IS NOT BBB ACCREDITED

    3000 Scottsville Road

    Bowling Green, KY 42104

  • THIS LOCATION IS NOT BBB ACCREDITED

    5101 Frederica St.

    Owensboro, KY 42301

  • THIS LOCATION IS NOT BBB ACCREDITED

    1625 Apalachee Pkwy

    Tallahassee, FL 32301

  • THIS LOCATION IS NOT BBB ACCREDITED

    1972 Wells Rd

    Orange Park, FL 32073

  • THIS LOCATION IS NOT BBB ACCREDITED

    7400 Abercorn St

    Savannah, GA 31406

  • THIS LOCATION IS NOT BBB ACCREDITED

    9600 Atlantic Blvd

    Jacksonville, FL 32225

  • THIS LOCATION IS NOT BBB ACCREDITED

    4875 Town Center Parkway

    Jacksonville, FL 32246

  • THIS LOCATION IS NOT BBB ACCREDITED

    6001 Argyle Forest Blvd.

    Jacksonville, FL 32244

  • THIS LOCATION IS NOT BBB ACCREDITED

    2333 S. Reynolds Rd.

    Toledo, OH 43614

  • THIS LOCATION IS NOT BBB ACCREDITED

    1360 S Holland Sylvania Rd

    Holland, OH 43528

  • THIS LOCATION IS NOT BBB ACCREDITED

    5025 Monroe St

    Toledo, OH 43623

  • THIS LOCATION IS NOT BBB ACCREDITED

    1240 Doral Dr

    Boardman, OH 44515

  • THIS LOCATION IS NOT BBB ACCREDITED

    317 Boardman-Poland Rd

    Youngstown, OH 44512

  • THIS LOCATION IS NOT BBB ACCREDITED

    5555 Youngstown-Warren Rd

    Niles, OH 44446

  • THIS LOCATION IS NOT BBB ACCREDITED

    1155 Mount Vernon Highway Suite 300

    Atlanta, GA 30338

  • THIS LOCATION IS NOT BBB ACCREDITED

    132 Pavilion Pkwy

    Fayetteville, GA 30214

  • THIS LOCATION IS NOT BBB ACCREDITED

    164 Pepperidge Ln

    Athens, GA 30607

  • THIS LOCATION IS NOT BBB ACCREDITED

    1875 Greers Chapel Rd NW

    Kennesaw, GA 30144

  • THIS LOCATION IS NOT BBB ACCREDITED

    1960 Mount Zion Rd

    Morrow, GA 30260

  • THIS LOCATION IS NOT BBB ACCREDITED

    2205 Pleasant Hill Road

    Duluth, GA 30096

  • THIS LOCATION IS NOT BBB ACCREDITED

    2842 White Mill East

    Lithonia, GA 30058

  • THIS LOCATION IS NOT BBB ACCREDITED

    3480 Financial Center Way

    Buford, GA 30519

  • THIS LOCATION IS NOT BBB ACCREDITED

    3925 Venture Drive

    Duluth, GA 30096

  • THIS LOCATION IS NOT BBB ACCREDITED

    501 Roberts Ct NW

    Kennesaw, GA 30144

  • THIS LOCATION IS NOT BBB ACCREDITED

    6380 North Point Parkwa

    Alpharetta, GA 30022

  • THIS LOCATION IS NOT BBB ACCREDITED

    7731 N Point Pkwy

    Alpharetta, GA 30022

  • THIS LOCATION IS NOT BBB ACCREDITED

    8160 Mall Pkwy

    Lithonia, GA 30038

  • THIS LOCATION IS NOT BBB ACCREDITED

    9365 The Landing Drive

    Douglasville, GA 30135

  • THIS LOCATION IS NOT BBB ACCREDITED

    Jonesboro Road

    Morrow, GA 30260

  • THIS LOCATION IS NOT BBB ACCREDITED

    1715 Montgomery Hwy S

    Birmingham, AL 35244

  • THIS LOCATION IS NOT BBB ACCREDITED

    345 State Farm Pkwy

    Birmingham, AL 35209

  • THIS LOCATION IS NOT BBB ACCREDITED

    201 Buyers Drive

    Dothan, AL 36303

  • THIS LOCATION IS NOT BBB ACCREDITED

    318 N. Green River Rd.

    Evansville, IN 47715

  • THIS LOCATION IS NOT BBB ACCREDITED

    6501 E Lloyd Expy

    Evansville, IN 47715

  • THIS LOCATION IS NOT BBB ACCREDITED

    2200 Hamilton Place Blvd Ste 1

    Chattanooga, TN 37421

  • THIS LOCATION IS NOT BBB ACCREDITED

    3728 High Point Rd

    Greensboro, NC 27407

  • THIS LOCATION IS NOT BBB ACCREDITED

    1214 Bridford Pkwy

    Greensboro, NC 27407

  • THIS LOCATION IS NOT BBB ACCREDITED

    1001 Memorial Parkway

    Huntsville, AL 35805

  • THIS LOCATION IS NOT BBB ACCREDITED

    3850 Hwy 80 W

    Jackson, MS 39209

  • THIS LOCATION IS NOT BBB ACCREDITED

    1175 E. County Line Road

    Jackson, MS 39211

  • THIS LOCATION IS NOT BBB ACCREDITED

    3200 East Towne Mall Circle

    Knoxville, TN 37924

  • THIS LOCATION IS NOT BBB ACCREDITED

    8009 Kingston Pike

    Knoxville, TN 37919

  • THIS LOCATION IS NOT BBB ACCREDITED

    9626 Kingston Pike

    Knoxville, TN 37922

  • THIS LOCATION IS NOT BBB ACCREDITED

    1910 N. Roan Street

    Johnson City, TN 37601

  • THIS LOCATION IS NOT BBB ACCREDITED

    1755 Galleria Blvd.

    Franklin, TN 37064

  • THIS LOCATION IS NOT BBB ACCREDITED

    1800 Gallatin Pike North

    Madison, TN 37115

  • THIS LOCATION IS NOT BBB ACCREDITED

    2075 Old Fort Parkway

    Murfreesboro, TN 37129

  • THIS LOCATION IS NOT BBB ACCREDITED

    5255 Hickory Hollow Pky

    Antioch, TN 37013

  • THIS LOCATION IS NOT BBB ACCREDITED

    7663 US Hwy 70 South

    Nashville, TN 37220

  • THIS LOCATION IS NOT BBB ACCREDITED

    5731 Nolensville Pike

    Nashville, TN 37211

  • THIS LOCATION IS NOT BBB ACCREDITED

    12132 Jefferson Avenue

    Newport News, VA 23602

  • THIS LOCATION IS NOT BBB ACCREDITED

    2701 North Mall Dr Ste 101

    Virginia Beach, VA 23452

  • THIS LOCATION IS NOT BBB ACCREDITED

    400 N Military Hwy

    Norfolk, VA 23502

  • THIS LOCATION IS NOT BBB ACCREDITED

    1336 Greenbrier Pkwy

    Chesapeake, VA 23320

  • THIS LOCATION IS NOT BBB ACCREDITED

    12132 Jefferson Avenue

    Newport News, VA 23602

  • THIS LOCATION IS NOT BBB ACCREDITED

    201 Crossroads Blvd

    Cary, NC 27511

  • THIS LOCATION IS NOT BBB ACCREDITED

    7001 Fayetteville Rd

    Durham, NC 27713

  • THIS LOCATION IS NOT BBB ACCREDITED

    9004 West Broad Street

    Richmond, VA 23294

  • THIS LOCATION IS NOT BBB ACCREDITED

    1257 Carmia Way

    Richmond, VA 23235

  • THIS LOCATION IS NOT BBB ACCREDITED

    3101 Plank Rd

    Fredericksburg , VA 22404

  • THIS LOCATION IS NOT BBB ACCREDITED

    11930 Pines Blvd.

    Pembroke Pines, FL 33026

  • THIS LOCATION IS NOT BBB ACCREDITED

    19525 S. Dixie Hwy.

    Miami, FL 33016

  • THIS LOCATION IS NOT BBB ACCREDITED

    2745 NE 193 St.

    Aventura, FL 33180

  • THIS LOCATION IS NOT BBB ACCREDITED

    4895 Okeechobee Blvd.

    West Palm Beach, FL 33417

  • THIS LOCATION IS NOT BBB ACCREDITED

    8325 S. Dixie Hwy.

    Miami, FL 33143

  • THIS LOCATION IS NOT BBB ACCREDITED

    975 Hanes Mall Blvd

    Winston-Salem, NC 27103

  • THIS LOCATION IS NOT BBB ACCREDITED

    10701 Central Port Dr

    Clearwater, FL 33760

  • THIS LOCATION IS NOT BBB ACCREDITED

    26286 US Highway 19 N

    Clearwater, FL 33761

  • THIS LOCATION IS NOT BBB ACCREDITED

    1900 Tyrone Blvd N

    Saint Petersburg, FL 33710

  • THIS LOCATION IS NOT BBB ACCREDITED

    4983 S Cleveland Ave

    Fort Myers, FL 33907

  • THIS LOCATION IS NOT BBB ACCREDITED

    6233 Tacoma Dr

    Port Richey, FL 34668

  • THIS LOCATION IS NOT BBB ACCREDITED

    10002 Gulf Center Dr

    Fort Myers, FL 33913

  • THIS LOCATION IS NOT BBB ACCREDITED

    21315 US Highway 19 N

    Clearwater, FL 33765

  • THIS LOCATION IS NOT BBB ACCREDITED

    3860 Central Sarasota Pkwy

    Sarasota, FL 34238

  • THIS LOCATION IS NOT BBB ACCREDITED

    3908 W Hillsborough Ave

    Tampa, FL 33614

  • THIS LOCATION IS NOT BBB ACCREDITED

    330 Brandon Town Center

    Brandon, FL 33511

  • THIS LOCATION IS NOT BBB ACCREDITED

    6105 Wesley Chapel Blvd # 8727

    Wesley Chapel, FL 33544

  • THIS LOCATION IS NOT BBB ACCREDITED

    1540 75th St.

    Downers Grove, IL 60516

  • THIS LOCATION IS NOT BBB ACCREDITED

    1584 N. State Rt. 50

    Bourbonnais, IL 60914

  • THIS LOCATION IS NOT BBB ACCREDITED

    2695 Plainfield Road

    Joliet, IL 60435

  • THIS LOCATION IS NOT BBB ACCREDITED

    3300 N. Western Ave.

    Chicago, IL 60618

  • THIS LOCATION IS NOT BBB ACCREDITED

    404 W. Army Trail Rd.

    Bloomingdale, IL 60108

  • THIS LOCATION IS NOT BBB ACCREDITED

    4070 Fox Valley Dr

    Aurora, IL 60504

  • THIS LOCATION IS NOT BBB ACCREDITED

    555 E. Townline Rd.

    Vernon Hills, IL 60061

  • THIS LOCATION IS NOT BBB ACCREDITED

    8059 S. Cicero Ave.

    Chicago, IL 60652

  • THIS LOCATION IS NOT BBB ACCREDITED

    8148 South Cicero Avenue

    Burbank, IL 60459

  • THIS LOCATION IS NOT BBB ACCREDITED

    9200 W. North Ave.

    Melrose Park, IL 60160

  • THIS LOCATION IS NOT BBB ACCREDITED

    9555 N Milwaukee

    Niles, IL 60714

  • THIS LOCATION IS NOT BBB ACCREDITED

    15820 S 94th Ave

    Orland Park, IL 60462

  • THIS LOCATION IS NOT BBB ACCREDITED

    16 East Golf Road

    Schaumburg, IL 60173

  • THIS LOCATION IS NOT BBB ACCREDITED

    17675 S. Torrance Avenue

    Lansing, IL 60438

  • THIS LOCATION IS NOT BBB ACCREDITED

    48 Roosevelt Road
    High Point Center

    Lombard, IL 60148

  • THIS LOCATION IS NOT BBB ACCREDITED

    5660 Touhy Ave

    Niles, IL 60714

  • THIS LOCATION IS NOT BBB ACCREDITED

    6420 W. Fullerton

    Elmwood Park, IL 60707

  • THIS LOCATION IS NOT BBB ACCREDITED

    826 S. Randall Road

    Algonquin, IL 60102

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 94012

    Palatine, IL 60094

  • THIS LOCATION IS NOT BBB ACCREDITED

    1987 Sam Rittenberg Blvd

    Charleston, SC 29407

  • THIS LOCATION IS NOT BBB ACCREDITED

    254 Harbison Blvd

    Columbia, SC 29212

  • THIS LOCATION IS NOT BBB ACCREDITED

    7201 Two Notch Road

    Columbia, SC 29223

  • THIS LOCATION IS NOT BBB ACCREDITED

    1211 E Army Post Rd

    Des Moines, IA 50315

  • THIS LOCATION IS NOT BBB ACCREDITED

    4269 Sergeant Rd

    Sioux City, IA 51106

  • THIS LOCATION IS NOT BBB ACCREDITED

    3405 Clemson Boulevard

    Anderson, SC 29621

  • THIS LOCATION IS NOT BBB ACCREDITED

    820 Woods Crossing Road

    Greenville, SC 29607

  • THIS LOCATION IS NOT BBB ACCREDITED

    420 SE Thompson Dr

    Lees Summit, MO 64082

  • THIS LOCATION IS NOT BBB ACCREDITED

    2070 W 151ST

    Olathe, KS 66061

  • THIS LOCATION IS NOT BBB ACCREDITED

    8640 N Madison Ave

    Kansas City, MO 64155

  • THIS LOCATION IS NOT BBB ACCREDITED

    14450 E 40 Hwy

    Kansas City, MO 64136

  • THIS LOCATION IS NOT BBB ACCREDITED

    13920 E 40 Hwy

    Independence, MO 64055

  • THIS LOCATION IS NOT BBB ACCREDITED

    8330 N Broadway St

    Kansas City, MO 64118

  • THIS LOCATION IS NOT BBB ACCREDITED

    5065 N 9th Ave

    Pensacola, FL 32504

  • THIS LOCATION IS NOT BBB ACCREDITED

    1736 Skibo Rd

    Fayetteville, NC 28303

  • THIS LOCATION IS NOT BBB ACCREDITED

    1100 Seaboard Street

    Myrtle Beach, SC 29577

  • THIS LOCATION IS NOT BBB ACCREDITED

    1736 Skibo Rd

    Fayetteville, NC 28303

  • THIS LOCATION IS NOT BBB ACCREDITED

    2680 David H McLeod Blvd

    Florence, SC 29501

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    18550 W BLUEMOUND RD

    BROOKFIELD, WI 53045

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    2161 Zeier Rd

    Madison , WI 53704

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    2161 Zeier Rd.

    Madison, WI 53704

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    2906 Market Place

    Onalaska, WI 54650

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    355 S., Moorland Rd.

    Brookfield, WI 53005

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    3900 S. 27th St.

    Milwaukee, WI 53221

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    4585 W Beltline Hwy

    Madison, WI 53711

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    8825 North 76th Street

    Milwaukee, WI 53224

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    12750 Elm Creek Blvd N

    Maple Grove, MN 55369

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    12750 Elm Creek Blvd N

    Maple Grove, MN 55369

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    14041 Aldrich Ave S

    Burnsville, MN 55337

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    14041 Aldrich Ave S

    Burnsville, MN 55337

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    141 Park Ave. S.

    Saint Cloud, MN 56301

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    141 Park Ave. S.

    Saint Cloud, MN 56301

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    14100 Wayzata Blvd

    Hopkins, MN 55305

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    14100 Wayzata Blvd

    Hopkins, MN 55305

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    170 89th Ave NE

    Minneapolis, MN 55434

  • THIS LOCATION IS NOT BBB ACCREDITED

    170 89th Ave NE

    Minneapolis, MN 55434

  • THIS LOCATION IS NOT BBB ACCREDITED

    1852 County Road D E

    Saint Paul, MN 55109

  • THIS LOCATION IS NOT BBB ACCREDITED

    1852 County Road D E

    Saint Paul, MN 55109

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    808 Apache Ln SW

    Rochester, MN 55902

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    808 Apache Ln SW

    Rochester, MN 55902

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    8236 Tamarack Village

    Woodbury, MN 55125

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    8236 Tamarack Village

    Woodbury, MN 55125

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    900 W 78th St

    Minneapolis, MN 55423

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    900 W 78th St

    Minneapolis, MN 55423

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    2190 SW Wanamaker Rd

    Topeka, KS 66614

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    8011 E Kellogg Dr

    Wichita, KS 67207

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    1703 E. Empire St.

    Bloomington, IL 61704

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    2601 Veterans Parkway

    Springfield, IL 62704

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    40 E. Anthony Dr.

    Champaign, IL 61820

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    2601 West Lake Avenue

    Peoria, IL 61615

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    101 Towne Center Blvd

    Sanford, FL 32771

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    350 E Altamonte Dr

    Altamonte Spg, FL 32701

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    708 West State Road 436

    Altamonte Springs, FL 32714

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    730 Herndon Avenue

    Orlando, FL 32802

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    9489 W Colonial Dr

    Ocoee, FL 34761

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    Director Operations
    PO Box 100

    Melbourne, FL 32901

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    10895 W. Florissant

    Saint Louis, MO 63136

  • THIS LOCATION IS NOT BBB ACCREDITED

    10895 W. Florissant

    Saint Louis, MO 63136

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    114 Commerce Lane

    Fairview Heights, IL 62208

  • THIS LOCATION IS NOT BBB ACCREDITED

    114 Commerce Lane

    Fairview Heights, IL 62208

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    120 Commerce Ln

    Fairview Heights, IL 62208

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    120 Commerce Ln

    Fairview Heights, IL 62208

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    1781 Clarkson Rd

    Chesterfield, MO 63017

  • THIS LOCATION IS NOT BBB ACCREDITED

    1781 Clarkson Rd

    Chesterfield, MO 63017

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    1901 Bernadette

    Columbia, MO 65203

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    1901 Bernadette

    Columbia, MO 65203

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    1977 St Charles Rock Rd

    Bridgeton, MO 63044

  • THIS LOCATION IS NOT BBB ACCREDITED

    1977 St Charles Rock Rd

    Bridgeton, MO 63044

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    3000 West Deyoung Street

    Marion, IL 62959

  • THIS LOCATION IS NOT BBB ACCREDITED

    3000 West Deyoung Street

    Marion, IL 62959

  • THIS LOCATION IS NOT BBB ACCREDITED

    3600 S Lindbergh Blvd

    Saint Louis, MO 63127

  • THIS LOCATION IS NOT BBB ACCREDITED

    3600 S Lindbergh Blvd

    Saint Louis, MO 63127

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    4441 Lemay Ferry Rd

    Saint Louis, MO 63129

  • THIS LOCATION IS NOT BBB ACCREDITED

    4441 Lemay Ferry Rd

    Saint Louis, MO 63129

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    5590 St. Louis Mills Blvd

    Hazelwood, MO 63042

  • THIS LOCATION IS NOT BBB ACCREDITED

    5590 St. Louis Mills Blvd

    Hazelwood, MO 63042

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    5821 Suemandy Dr

    Saint Peters, MO 63376

  • THIS LOCATION IS NOT BBB ACCREDITED

    5821 Suemandy Dr

    Saint Peters, MO 63376

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    6926 S Lindberg Blvd

    Saint Louis, MO 63125

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    6926 S Lindberg Blvd

    Saint Louis, MO 63125

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    900 Northwest Plz

    Saint Ann, MO 63074

  • THIS LOCATION IS NOT BBB ACCREDITED

    900 Northwest Plz

    Saint Ann, MO 63074

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    3424 Wrightsboro Road

    Augusta, GA 30909

  • THIS LOCATION IS NOT BBB ACCREDITED

    4225 Washington Rd

    Evans, GA 30809

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    3555 Citadel Dr S

    Colorado Springs, CO 80909

  • THIS LOCATION IS NOT BBB ACCREDITED

    3730 Citadel Dr N

    Colorado Springs, CO 80909

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    4250 Corbett Drive

    Fort Collins, CO 80525

  • THIS LOCATION IS NOT BBB ACCREDITED

    7400 Indian School Rd NE

    Albuquerque, NM 87110

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    2390 E Lohman Ave

    Las Cruces, NM 88001

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    1220 Airline Road

    Corpus Christi, TX 78412

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    3109 W. Loop 250 N.

    Midland, TX 79705

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    6441 Loop 410 NW

    San Antonio, TX 78238

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    8270 Agora Pkwy

    Schertz, TX 78154

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    5200 W Waco Dr

    Waco, TX 76710

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    12901 Hwy 35

    Austin, TX 78753

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    2500b E Central Tx Hwy

    Killeen, TX 76541

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    1306 Harvey Rd

    College Station, TX 77840

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    819 Rector Dr. East

    San Antonio, TX 78216

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    4025 Capitol Texas Highway

    Austin, TX 78704

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    17610 La Cantera Pkwy

    San Antonio, TX 78257

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    12901 I-35 North

    Austin, TX 78704

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    10780 North Mall Drive

    Baton Rouge, LA 70809

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    5910 Eastex Fwy

    Beaumont, TX 77708

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    5910 Eastex Fwy

    Beaumont, TX 77708

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    1306 Harvey Rd

    College Station, TX 77840

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    7155 Business Center Dr

    Littleton, CO 80130

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    7155 Business Center Dr

    Littleton, CO 80130

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    9801 Gateway West

    El Pas, TX 79925

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    1309 W Pipeline Rd

    Hurst , TX 76053

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    1501 W ARBROOK BLVD

    ARLINGTON, TX 76015

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    4111 S COOPER

    ARLINGTON, TX 76015

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    900 NORTHEAST MALL

    HURST, TX 76053

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    7606 WEST FWY

    FT WORTH, TX 76108

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    16618 SW Freeway

    Sugar Land, TX 77478

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    20280 Katy Freeway

    Katy, TX 77449

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    20450 Highway 59 N

    Humble , TX 77338

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    380 FM 1960 W

    Houston , TX 77090

  • THIS LOCATION IS NOT BBB ACCREDITED

    380 FM 1960 W

    Houston , TX 77090

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    4815 East Frwy

    Baytown, TX 77521

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    6145 Westheimer

    Houston, TX 77057

  • THIS LOCATION IS NOT BBB ACCREDITED

    9649 W. Wingfoot

    Houston, TX 77041

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    9730 KATY FREEWAY

    Houston , TX 77024

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    4166 N College Ave

    Fayetteville, AR 72703

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    2616 S Shackleford Rd

    Little Rock, AR 72205

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    5609 E. Rogers Avenue

    Fort Smith, AR 72903

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    11500 Financial Centre Pkwy

    Little Rock, AR 72211

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    4239 E McCain Blvd

    North Little Rock, AR 72117

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    6101 Slide Rd

    Lubbock, TX 79414

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    6101 Slide Rd

    Lubbock, TX 79414

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    1350 Pecanland Road

    Monroe, LA 71203

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    6851 Veterans Blvd

    Metairie, LA 70003

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    4800 Lapalco

    Marrero, LA 70072

  • THIS LOCATION IS NOT BBB ACCREDITED

    3609 Veterans Blvd

    Metairie, LA 70002

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    1119 S.E. 66th

    Oklahoma City, OK 73149

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    2121 N.W. 138th

    Oklahoma City, OK 73134

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    560 Ed Noble Parkway

    Norman, OK 73069

  • THIS LOCATION IS NOT BBB ACCREDITED

    1350 Pecanland Road

    Monroe, LA 71203

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    10010 East 71st Street

    Tulsa, OK 74133

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    5700 Johnston St.

    Lafayette, LA 70503

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    2395 E 17th

    Idaho Falls, ID 83404

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    131 N. Milwaukee

    Boise, ID 83704

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    3520 W. Shaw

    Fresno, CA 93711

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    2800 S. Mooney Blvd.

    Visalia, CA 93277

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    7370 N Blackstone Ave

    Fresno, CA 93650

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    3792 Ming Ave.

    Bakersfield, CA 93309

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    2550 Canyon Springs Pkwy STE J

    Riverside, CA 92507

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    402 W Loop 281

    Longview, TX 75605

  • THIS LOCATION IS NOT BBB ACCREDITED

    414 Ese 323 Loop

    Tyler, TX 75701

  • THIS LOCATION IS NOT BBB ACCREDITED

    414 E Northeast Loop 323

    Tyler, TX 75706

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    98-1101 Moanalua Road

    Aiea, HI 96701

  • THIS LOCATION IS NOT BBB ACCREDITED

    98-1101 Moanalua Road

    Aiea, HI 96701

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    3500 Las Vegas Blvd S Ste N15

    Las Vegas, NV 89109

  • THIS LOCATION IS NOT BBB ACCREDITED

    4550 Meadows Ln.

    Las Vegas, NV 89107

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    510 N Stephanie St

    Henderson, NV 89014

  • THIS LOCATION IS NOT BBB ACCREDITED

    1425 W. Sunset Rd.

    Henderson, NV 89014

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    7020 Arroyo Crossing Pkwy

    Las Vegas, NV 89113

  • THIS LOCATION IS NOT BBB ACCREDITED

    220 Walnut Street

    Redwood City, CA 94063

  • THIS LOCATION IS NOT BBB ACCREDITED

    220 Walnut Street

    Redwood City, CA 94063

  • THIS LOCATION IS NOT BBB ACCREDITED

    31250 Courthouse Drive

    Union City, CA 94587

  • THIS LOCATION IS NOT BBB ACCREDITED

    31250 Courthouse Drive

    Union City, CA 94587

  • THIS LOCATION IS NOT BBB ACCREDITED

    4990 Dublin Boulevard

    Dublin, CA 94568

  • THIS LOCATION IS NOT BBB ACCREDITED

    4990 Dublin Boulevard

    Dublin, CA 94568

  • THIS LOCATION IS NOT BBB ACCREDITED

    775 Serramonte Blvd

    Colma, CA 94014

  • THIS LOCATION IS NOT BBB ACCREDITED

    775 Serramonte Blvd

    Colma, CA 94014

  • THIS LOCATION IS NOT BBB ACCREDITED

    202 Walnut Street

    Redwood City, CA 94063

  • THIS LOCATION IS NOT BBB ACCREDITED

    202 Walnut Street

    Redwood City, CA 94063

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    2270 Bridgepointe Pkwy

    Foster City, CA 94404

  • THIS LOCATION IS NOT BBB ACCREDITED

    2270 Bridgepointe Pkwy

    Foster City, CA 94404

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    24011 Hesperian Blvd

    Hayward, CA 94545

  • THIS LOCATION IS NOT BBB ACCREDITED

    24011 Hesperian Blvd

    Hayward, CA 94545

  • THIS LOCATION IS NOT BBB ACCREDITED

    2705 Santa Rosa Ave

    Santa Rosa, CA 95407

  • THIS LOCATION IS NOT BBB ACCREDITED

    2705 Santa Rosa Ave

    Santa Rosa, CA 95407

  • THIS LOCATION IS NOT BBB ACCREDITED

    568 Contra Costa Blvd

    Pleasant Hill, CA 94523

  • THIS LOCATION IS NOT BBB ACCREDITED

    568 Contra Costa Blvd

    Pleasant Hill, CA 94523

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    5800 Newpark Mall Road

    Newark, CA 94560

  • THIS LOCATION IS NOT BBB ACCREDITED

    5800 Newpark Mall Road

    Newark, CA 94560

  • THIS LOCATION IS NOT BBB ACCREDITED

    600 Francisco Boulevard

    San Rafael, CA 94901

  • THIS LOCATION IS NOT BBB ACCREDITED

    600 Francisco Boulevard

    San Rafael, CA 94901

  • THIS LOCATION IS NOT BBB ACCREDITED

    6850 Amador Plaza Road

    Dublin, CA 94568

  • THIS LOCATION IS NOT BBB ACCREDITED

    6850 Amador Plaza Road

    Dublin, CA 94568

  • THIS LOCATION IS NOT BBB ACCREDITED

    7000 E. Mayo Blvd

    Phoenix, AZ 85054

  • THIS LOCATION IS NOT BBB ACCREDITED

    12799 N. Tatum Blvd.

    Phoenix, AZ 85032

  • THIS LOCATION IS NOT BBB ACCREDITED

    1516 S. Power Road

    Mesa, AZ 85206

  • THIS LOCATION IS NOT BBB ACCREDITED

    1617 W. Southern Avenue

    Mesa, AZ 85202

  • THIS LOCATION IS NOT BBB ACCREDITED

    2820 W. Dunlap Avenue

    Phoenix, AZ 85051

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    7502 W. Thomas Road

    Phoenix, AZ 85033

  • THIS LOCATION IS NOT BBB ACCREDITED

    830 E. Camelback Road

    Phoenix, AZ 85014

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    840 N. 54th Street.

    Chandler, AZ 85226

  • THIS LOCATION IS NOT BBB ACCREDITED

    9149 E. Indian Bend Road

    Scottsdale, AZ 85250

  • THIS LOCATION IS NOT BBB ACCREDITED

    4869 Kietzke Ln

    Reno, NV 89509

  • THIS LOCATION IS NOT BBB ACCREDITED

    5000 Smith Ridge Dr

    Reno, NV 89502

  • THIS LOCATION IS NOT BBB ACCREDITED

    1336 Hilltop Dr

    Redding, CA 96003

  • THIS LOCATION IS NOT BBB ACCREDITED

    1336 Hilltop Dr

    Redding, CA 96003

  • THIS LOCATION IS NOT BBB ACCREDITED

    1919 Arden Way

    Sacramento, CA 95825

  • THIS LOCATION IS NOT BBB ACCREDITED

    1919 Arden Way

    Sacramento, CA 95825

  • THIS LOCATION IS NOT BBB ACCREDITED

    2700 Sisk Rd

    Modesto, CA 95350

  • THIS LOCATION IS NOT BBB ACCREDITED

    2700 Sisk Rd

    Modesto, CA 95350

  • THIS LOCATION IS NOT BBB ACCREDITED

    6780 Stanford Ranch Rd

    Roseville, CA 95678

  • THIS LOCATION IS NOT BBB ACCREDITED

    6780 Stanford Ranch Rd

    Roseville, CA 95678

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    700 W Onstott Rd # A

    Yuba City, CA 95991

  • THIS LOCATION IS NOT BBB ACCREDITED

    700 W Onstott Rd # A

    Yuba City, CA 95991

  • THIS LOCATION IS NOT BBB ACCREDITED

    718 W Hammer Ln

    Stockton, CA 95210

  • THIS LOCATION IS NOT BBB ACCREDITED

    718 W Hammer Ln

    Stockton, CA 95210

  • THIS LOCATION IS NOT BBB ACCREDITED

    7224 55th

    Sacramento, CA 95823

  • THIS LOCATION IS NOT BBB ACCREDITED

    7224 55th

    Sacramento, CA 95823

  • THIS LOCATION IS NOT BBB ACCREDITED

    7800 Greenback Lane

    Citrus Heights, CA 95610

  • THIS LOCATION IS NOT BBB ACCREDITED

    7800 Greenback Lane

    Citrus Heights, CA 95610

  • THIS LOCATION IS NOT BBB ACCREDITED

    8507 Bond Rd.

    Elk Grove, CA 95624

  • THIS LOCATION IS NOT BBB ACCREDITED

    8507 Bond Rd.

    Elk Grove, CA 95624

  • THIS LOCATION IS NOT BBB ACCREDITED

    3500 Sisk Rd # G

    Modesto, CA 95356

  • THIS LOCATION IS NOT BBB ACCREDITED

    3500 Sisk Rd # G

    Modesto, CA 95356

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    106 E University Pkwy

    Orem, UT 84058

  • THIS LOCATION IS NOT BBB ACCREDITED

    106 E University Pkwy

    Orem, UT 84058

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    106 E University Pkwy

    Orem, UT 84058

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    1122 E Fort Union Blvd

    Midvale, UT 84047

  • THIS LOCATION IS NOT BBB ACCREDITED

    1122 E Fort Union Blvd

    Midvale, UT 84047

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    1780 Woodland Park Dr

    Layton, UT 84041

  • THIS LOCATION IS NOT BBB ACCREDITED

    1780 Woodland Park Dr

    Layton, UT 84041

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    2210 S 1300 E

    Salt Lake City, UT 84106

  • THIS LOCATION IS NOT BBB ACCREDITED

    2210 S 1300 E

    Salt Lake City, UT 84106

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    4040 Riverdale Rd

    Ogden, UT 84405

  • THIS LOCATION IS NOT BBB ACCREDITED

    4040 Riverdale Rd

    Ogden, UT 84405

  • THIS LOCATION IS NOT BBB ACCREDITED

    86 E University Pkwy

    Orem, UT 84058

  • THIS LOCATION IS NOT BBB ACCREDITED

    86 E University Pkwy

    Orem, UT 84058

  • THIS LOCATION IS NOT BBB ACCREDITED

    1008 Industrial Blvd

    Chula Vista, CA 91911

  • THIS LOCATION IS NOT BBB ACCREDITED

    1100 E 30th

    National City , CA 91950

  • THIS LOCATION IS NOT BBB ACCREDITED

    1240 Auto Pkwy

    Escondido , CA 92029

  • THIS LOCATION IS NOT BBB ACCREDITED

    1240 W Morena Blvd

    San Diego, CA 92110

  • THIS LOCATION IS NOT BBB ACCREDITED

    25362 El Paseo Rd

    Mission Viejo, CA 92691

  • THIS LOCATION IS NOT BBB ACCREDITED

    2600 Rockwood Ave

    Calexico, CA 92231

  • THIS LOCATION IS NOT BBB ACCREDITED

    4501 Main St

    Chula Vista, CA 91911

  • THIS LOCATION IS NOT BBB ACCREDITED

    5500 Grossmont Center

    La Mesa, CA 91941

  • THIS LOCATION IS NOT BBB ACCREDITED

    8150 Fletcher Pkwy

    La Mesa, CA 91942

  • THIS LOCATION IS NOT BBB ACCREDITED

    8790 Grossmont Blvd

    La Mesa, CA 91941

  • THIS LOCATION IS NOT BBB ACCREDITED

    660 West Huntington Drive

    Monrovia, CA 91016

  • THIS LOCATION IS NOT BBB ACCREDITED

    1411 South Bradley

    Santa Maria, CA 93454

  • THIS LOCATION IS NOT BBB ACCREDITED

    2945 Johnston Dr.

    Ventura, CA 93003

  • THIS LOCATION IS NOT BBB ACCREDITED

    4500 N Oracle Rd

    Tucson, AZ 85705

  • THIS LOCATION IS NOT BBB ACCREDITED

    4525 N Oracle Rd

    Tucson, AZ 85705

  • THIS LOCATION IS NOT BBB ACCREDITED

    4619 N Oracle Rd

    Tucson, AZ 85705

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    5355 E Broadway Blvd

    Tucson, AZ 85711

  • THIS LOCATION IS NOT BBB ACCREDITED

    7401 North La Cholla Blvd

    Tucson, AZ 85741

  • THIS LOCATION IS NOT BBB ACCREDITED

    10065 SW Cascade Ave

    Portland, OR 97223

  • THIS LOCATION IS NOT BBB ACCREDITED

    10065 SW Cascade Ave

    Portland, OR 97223

  • THIS LOCATION IS NOT BBB ACCREDITED

    103 110th Ave NE

    Bellevue, WA 98004

  • THIS LOCATION IS NOT BBB ACCREDITED

    103 110th Ave NE

    Bellevue, WA 98004

  • THIS LOCATION IS NOT BBB ACCREDITED

    12305 N Starlight Ave

    Portland, OR 97217

  • THIS LOCATION IS NOT BBB ACCREDITED

    12305 N Starlight Ave

    Portland, OR 97217

  • THIS LOCATION IS NOT BBB ACCREDITED

    12305 N Starlight Ave

    Portland, OR 97217

  • THIS LOCATION IS NOT BBB ACCREDITED

    12535 SE 82nd Dr

    Clackamas, OR 97015

  • THIS LOCATION IS NOT BBB ACCREDITED

    12535 SE 82nd Dr

    Clackamas, OR 97015

  • THIS LOCATION IS NOT BBB ACCREDITED

    1300 Biddle Rd

    Medford, OR 97504

  • THIS LOCATION IS NOT BBB ACCREDITED

    1300 Biddle Rd

    Medford, OR 97504

  • THIS LOCATION IS NOT BBB ACCREDITED

    1325A SE Everett Mall Way

    Everett, WA 98208

  • THIS LOCATION IS NOT BBB ACCREDITED

    1325A SE Everett Mall Way

    Everett, WA 98208

  • THIS LOCATION IS NOT BBB ACCREDITED

    150 E Bellis Fair Pkwy

    Bellingham, WA 98226

  • THIS LOCATION IS NOT BBB ACCREDITED

    150 E Bellis Fair Pkwy

    Bellingham, WA 98226

  • THIS LOCATION IS NOT BBB ACCREDITED

    16700 Southcenter Pkwy

    Tukwila, WA 98188

  • THIS LOCATION IS NOT BBB ACCREDITED

    17500 Southcenter Pkwy

    Tukwila, WA 98188

  • THIS LOCATION IS NOT BBB ACCREDITED

    17500 Southcenter Pkwy

    Tukwila, WA 98188

  • THIS LOCATION IS NOT BBB ACCREDITED

    18601 Alderwood Mall Pkwy

    Lynnwood, WA 98037

  • THIS LOCATION IS NOT BBB ACCREDITED

    18601 Alderwood Mall Pkwy

    Lynnwood, WA 98037

  • THIS LOCATION IS NOT BBB ACCREDITED

    19500 Alderwood Mall Pkwy

    Lynnwood, WA 98036

  • THIS LOCATION IS NOT BBB ACCREDITED

    3351 9th St SW

    Puyallup, WA 98373

  • THIS LOCATION IS NOT BBB ACCREDITED

    3351 9th St SW

    Puyallup, WA 98373

  • THIS LOCATION IS NOT BBB ACCREDITED

    3567 NW Randall Way

    Silverdale, WA 98383

  • THIS LOCATION IS NOT BBB ACCREDITED

    3567 NW Randall Way

    Silverdale, WA 98383

  • THIS LOCATION IS NOT BBB ACCREDITED

    401 NE Northgate Way Spc 917

    Seattle, WA 98125

  • THIS LOCATION IS NOT BBB ACCREDITED

    401 NE Northgate Way Spc 917

    Seattle, WA 98125

  • THIS LOCATION IS NOT BBB ACCREDITED

    4214 Tacoma Mall Blvd

    Tacoma, WA 98409

  • THIS LOCATION IS NOT BBB ACCREDITED

    4214 Tacoma Mall Blvd

    Tacoma, WA 98409

  • THIS LOCATION IS NOT BBB ACCREDITED

    7805 SW Dartmouth St

    Portland, OR 97223

  • THIS LOCATION IS NOT BBB ACCREDITED

    7805 SW Dartmouth St

    Portland, OR 97223

  • THIS LOCATION IS NOT BBB ACCREDITED

    7805 SW Dartmouth St

    Portland, OR 97223

  • THIS LOCATION IS NOT BBB ACCREDITED

    8600 King St

    Anchorage, AK 99515

  • THIS LOCATION IS NOT BBB ACCREDITED

    8600 King St

    Anchorage, AK 99515

  • THIS LOCATION IS NOT BBB ACCREDITED

    8600 King St

    Anchorage, AK 99515

  • THIS LOCATION IS NOT BBB ACCREDITED

    935 Lloyd Ctr

    Portland, OR 97232

  • THIS LOCATION IS NOT BBB ACCREDITED

    935 Lloyd Ctr

    Portland, OR 97232

  • THIS LOCATION IS NOT BBB ACCREDITED

    9650 SE 82nd Ave

    Portland, OR 97086

  • THIS LOCATION IS NOT BBB ACCREDITED

    9650 SE 82nd Ave

    Portland, OR 97086

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 81226

    Seattle, WA 98108

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 81226

    Seattle, WA 98108

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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.
Details

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.

Complaint Detail(s)

6/29/2016 Advertising/Sales Issues | Complaint Details Unavailable
6/27/2016 Problems with Product/Service | Complaint Details Unavailable
6/22/2016 Advertising/Sales Issues | Complaint Details Unavailable
6/21/2016 Problems with Product/Service | Complaint Details Unavailable
6/20/2016 Advertising/Sales Issues | Complaint Details Unavailable
6/20/2016 Problems with Product/Service | Complaint Details Unavailable
6/20/2016 Problems with Product/Service | Complaint Details Unavailable
6/17/2016 Advertising/Sales Issues | Complaint Details Unavailable
6/15/2016 Problems with Product/Service | Complaint Details Unavailable
6/15/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: PLACED A ORDER. COMPANY HAS FAILED TO PROVIDE ALL ITEMS ORDERED. I RECEIVED THE JUMPEROO AND ONE CAR SEAT. I AM STILL MISSING THE STROLLER AND REMAINING CAR SEAT.

Desired Settlement: REFUND STROLLER, CAR SEAT INCLUDING ALL TAX.

Business Response:

Please be advised we processed a credit back to the consumers original form of payment. Please see the email we sent the consumer on 5/26/16. We will consider this matter resolved.

 

Dear **** ********

Thank you for shopping at Toysrus.com and Babiesrus.com.

We have issued credit to your original form of payment for the following item(s) from order # ***********

Item #: ********
Description: Evenflo Tribute LX Convertible Car Seat - Baylor One Size
Quantity/Price: 1 @ $47.99
Status: Price Adjusted/Credit Returned

Item #: ********
Description: Baby Trend Expedition FX Jogging Stroller - Sunrise One Size
Quantity/Price: 1 @ $95.99
Status: Price Adjusted/Credit Returned

Credit for returned item(s):

Subtotal: $143.98
Sales Tax: $10.08
Total Credit: $154.06

Please note...
* The reference number for this credit is *********
* Your credit should appear on the original method of payment used to make the purchase within 5-7 business days

If you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at ************* ***********

Thank you again and hurry back soon to see what's new at Toysrus.com and Babiesrus.com!


Sincerely,

The Guest Service Team
Toysrus.com and Babiesrus.com

PS: This is a notification-only email, please don't respond to it. For answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at ********************************************************************a=********************************

[*******************************************************************

6/15/2016 Problems with Product/Service
6/15/2016 Problems with Product/Service | Complaint Details Unavailable
6/15/2016 Billing/Collection Issues | Complaint Details Unavailable
6/13/2016 Advertising/Sales Issues
6/12/2016 Problems with Product/Service | Complaint Details Unavailable
6/10/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have repeatedly "unsubscribed" from Toys R US (and Babies R Us) email lists and I continue to recieve emails in my ******************** email box. I want OFF!

Desired Settlement: I no longer receive emails and/or offers from Toys R Us.

Business Response:

Please be advised we processed an urgent removal request for the consumers email address.

 

Thanks,

 

******

Executive Customer Service

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ******

6/10/2016 Delivery Issues | Complaint Details Unavailable
6/8/2016 Problems with Product/Service | Complaint Details Unavailable
6/7/2016 Problems with Product/Service | Complaint Details Unavailable
6/6/2016 Delivery Issues | Complaint Details Unavailable
6/3/2016 Problems with Product/Service | Complaint Details Unavailable
6/3/2016 Problems with Product/Service
5/31/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have to contact toysrus credit card services every month to get my payment allocated correctly because every time I make a payment on-line they disperse my payment evenly among-st my non-promotional & promotional balances regardless of expiration date. There is no way to change how payments are made on the website and I have contacted them 3 times over this issue. Other credit card companies place your payment to non-promotional balance first and then to the promotional balances in order of expiration, otherwise what's the point of having a promotional balance that doesn't expire for 6 months if payments are going to be applied right away?

Desired Settlement: I would like to see an option on the website for the customer to choose how the payments are allocated, as this is a waste of my time calling them every month to get my payment correctly.

Business Response:

Please have the consumer contact ********* ***** our third party vendor, who handles our credit card services * *** *** ****. We will consider this matter resolved.

 

Thanks,

 

******

Executive Customer Service

5/31/2016 Problems with Product/Service | Complaint Details Unavailable
5/31/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
5/29/2016 Problems with Product/Service | Complaint Details Unavailable
5/24/2016 Advertising/Sales Issues | Complaint Details Unavailable
5/24/2016 Advertising/Sales Issues | Complaint Details Unavailable
5/20/2016 Problems with Product/Service | Complaint Details Unavailable
5/20/2016 Advertising/Sales Issues | Complaint Details Unavailable
5/20/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a gift card through the baby registry. Toys R Us says it has shipped but it has disappeared. They can't tell me where it is, when they will know where it is or when the recipient will receive her gift. They charged me 4/25. Everyone is pleasant but there don't appear to be any procedures to provide products ordered and paid for or to help customers who made the mistake of ordering from the company.

Desired Settlement: I wish they could deliver it this week as promised. They need to contact me to let me know what is going on and in a timely fashion or refund my money until they can deliver the product. I don't want to spend any more time dealing with the company which makes everything very difficult.

Business Response:

Please be advised we mailed out a physical gift card to the recipient on 5/16 via ***** ************* which shows delivery on 5/18/16. We will consider this matter resolved.

 

Thanks,

******

Executive Customer Service

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

***** *********

5/20/2016 Billing/Collection Issues | Complaint Details Unavailable
5/17/2016 Problems with Product/Service
5/17/2016 Problems with Product/Service | Complaint Details Unavailable
5/17/2016 Delivery Issues | Complaint Details Unavailable
5/17/2016 Problems with Product/Service | Complaint Details Unavailable
5/14/2016 Problems with Product/Service | Complaint Details Unavailable
5/14/2016 Problems with Product/Service | Complaint Details Unavailable
5/14/2016 Problems with Product/Service | Complaint Details Unavailable
5/13/2016 Billing/Collection Issues | Complaint Details Unavailable
5/13/2016 Problems with Product/Service | Complaint Details Unavailable
5/13/2016 Advertising/Sales Issues
5/13/2016 Billing/Collection Issues | Complaint Details Unavailable
5/13/2016 Problems with Product/Service | Complaint Details Unavailable
5/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is a case asking Toys R Us to refund my $56.62 immediately. The Toys R Us case number is ************** I have placed an order on Mar 20, 2016. Within an hour Toys R Us cancelled my order. However, Toys R Us has never refund my money. I have contacted them 5 times since then, and each time they said the refund would come in 5 business days. The refund never came. I am sick and tired of wasting more time talking to them and waiting for my money. Please ask Toys R Us to refund my $56.62 immediately. If this route does not work, I am going to file a class action lawsuit against Toys R Us.

Desired Settlement: Get my money back.

Business Response:

Please be advised as of 4/28/16 we have issued the consumer a credit back to their gift card used to place the order, for $38.75 . We will consider this matter resolved.

 

Thanks,

 

******

Executive Customer Service


5/13/2016 Problems with Product/Service | Complaint Details Unavailable
5/11/2016 Problems with Product/Service
5/11/2016 Problems with Product/Service
5/10/2016 Problems with Product/Service | Complaint Details Unavailable
5/9/2016 Problems with Product/Service
5/6/2016 Problems with Product/Service | Complaint Details Unavailable
5/5/2016 Problems with Product/Service | Complaint Details Unavailable
5/2/2016 Billing/Collection Issues | Complaint Details Unavailable
5/2/2016 Advertising/Sales Issues | Complaint Details Unavailable
5/2/2016 Problems with Product/Service | Complaint Details Unavailable
4/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Manager as my local Toys R Us store convinced me to apply for the ToysRUS rewards Credit Card as I was making a number of purchased (high value) and could earn reward points. I didn't necessarily want to apply, but was convinced due to the facxt I could earn double points using the card. As it was November 2015, I decided it would be a good idea to apply and get 2x points for all my Christmas shopping - which I planned then to do all at once and only at ToysRus to maximize points! A month later, on 12/17/15, I spent $537.97 at my local ToysRUs as I had done my shopping that day using my new card. I thus should have earned twice the points, or about 1,100 points. As I checked my account afterwards, I was shocked to see the points never got credited towards my reward points. After contacting ToysRUs a few times to inquire, I finally was informed that my Rewards card provided "special financing" instead of giving me the points. I told multiple customer service agents that I NEVER asked for any promotions to my card account and solely applied just for the points. I also was never notified of any special financing, nor was this given to any other purchases I made at ToysRUS - just the one for the large amount. I was told that I needed to contact the card themselves to take the promotion off - which I did MULTIPLE times. They then said the card would notify ToysRus that they should award the points instead. This was back in Janaury 2016. Since this time I have called ToyRUS customer service 6 times, having to constantly re-tell my story of what has happened, only to never get ANY resolution. Everyone keeps telling me they are working on it and it has been 3.5 MONTHS since I first called. I even got a conformation that special financing was taken off my card. I total about 4 hours total I have spent on the phone or online chat having to continually explain this issue. Nobody is able to rectify this as I'm promised over and over. This has been the worst experience!

Desired Settlement: I spent $537.97 on 12/17, and should have earned 2x the points of the transaction amount as I used my ToysRUs reward card. Thus, I'm due 1076 points. The equals about $50.00 in store credit. I've spent so many hours and time having to "fight" for what is rightfully my earned reward. 3.5 months and 6 calls later I'm still being given the run around saying someone is working on it. I'm extremely frustrated as nobody at ToyRUs follows through with what they say nor follows up with me afterwards. Not only do I keep having to call, but still need to re-tell my issue/story every time. I want my 1076 points, or a direct credit for ToysRUs, and I believe giving I should have received these points months ago, and have spent hours and hours calling and following up, that I should get extra consideration/points/credit to make me feel whole again as this has taken so much effort and emotion. I'm hoping someone reading this actually get this done.

Business Response:

Please be advised our customer care specialists are working on this matter and will reach out to the consumer directly.

 

Thanks,

 

******

Executive Customer Service

 

Consumer Response:
Complaint: ********

I am rejecting this response because: the Toys R Us response was that they were working on this issue and would have a customer care specialist contact me. As of now, March 22nd, I have received no calls or communication from anyone at Toys R Us. As detailed in my original complaint, I have been trying to get this resolved since last December, 2015, and have spoken to and chatted with MANY customer service employees. I know these communications have been documented under my account and rewards number. Once again I'm hearing they are working on it - but also once again I have received no follow up from anyone. I cannot accept their response as this issue is not only unresolved, but they once again have failed on their promise to at least follow-up as they have not been in contact with me. Getting my earned Rewards points wouldn't seem like such an arduous task but it seems that Toys R Us doesn't have an effective process in place to address this issue by someone within their company with some authority to finally resolve this. I have never experienced such poor customer service and follow-up and have spent so much time in having to contact them over and over to fight for hard earned rewards points. Not only do I not accept their response but I think other consumers should be aware of how they treat their customers. 



Regards,

***** ********

Business Response:

Please be advised we will have a customer care specialist reach out to the consumer immediately.

 

Thanks,

 

******

 

4/23/2016 Problems with Product/Service | Complaint Details Unavailable
4/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On February 11th I placed an order for a Minnie Mouse shower head per the confirmation email I received on February 17th the shower head had been shipped, shipping was 6-9 business days. I should've received the product by March 1st at the latest. When I didn't I contacted toys r us 2 times by the email address they prOvided when I did not get a reply I went thru ****** to file a complaint to get a refund, still nothing from toy r us it wasn't until I posted a review in their ******** page did I hear anything. On March 10th I was told by toys r us I would be recieving a refund because fedex lost my package an they didn't have anymore in stock. Per toys r us email on March 10th i should receive a refund in 5-7 business days which should've been by March 21st. On March 22nd still no refund so I contacted toys r is via ******** messenger since this was our communications previous after not hearing from toy r us within 24 hours (their messenger says typical reply is a few hours) I posted a review again only after doing so was I told they go in order of reciept which is fine but my message was read the previous day andstill no answer. All I want is my money back. I find this ridiculous and time wasting.

Desired Settlement: To get the refund I am owed by toys r us

Business Response:

Please be advised we emailed ****** to verify the refund we processed back to the consumers original form of payment on 3/25/16. We ask that the consumer please contact ******. We will consider this matter closed.

 

Thanks,

 

******

Executive Customer Service

4/23/2016 Billing/Collection Issues
4/23/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Was recently shopping in several toys r us stores. Noticed prices marked up on nearly every item in the jersey city toys r us store even higher than manufacturer recommended prices. Spoke to an employee who stated that the prices are marked up because of the reduced tax for the store. Jersey City is considered an urban enterprise zone and the tax is 3.5% along with several other toys r us stores like Elizabeth, NJ. The Elizabeth store has normal prices and are the same for other toys r us store even with the reduced sales tax. From my understanding the reduced tax rates are to encourage shoppers to shop in these zones. It feels almost criminal that the store is marking up prices to make up for the reduced sales tax which is funded by the program.

Desired Settlement: Review of sales practices by the toys r us store in jersey city by toys r us hq

Business Response:

Please be advised we have passed along the consumers feedback to the appropriate business leaders for review. We will consider this matter closed.

Thanks,

******

Executive Customer Service

4/22/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a baseball card collector and live right next door to a Toys R Us. I enrolled in the Toys R Us Rewards program in October of 2013. I have always collected baseball cards and bought them occasionally at Toys R Us. Last year Topps Baseball cards started making special Toys R Us cards. Instead of buying the cards anywhere else I bought them at TOys R us. THere are three Toys R Us within 30 miles of me. I travel often for business and I have been buying these cards often. I looked at my rewards and I redeemed points for a $30 gift certificate. I went back to use it a week later and I was told my account was suspended. They said I resell these cards. Well this isnt true. There are 440 cards in the set and you get 3 cards per pack. YOu can do the math. You have to buy over 500 packs to make this set which is what I am trying to do. The fact that you take away my rewards certificate just because I am buying a lot is a disgrace. I still have all of the cards. I am willing to return them all to TOYS R US for FUll Credit since you claim I am reselling them.

Desired Settlement: I want store credit or a refund of all the cards I bought. I am willing to return all of them that I bought. However the packs are open but since you claim I resell them I will return them to prove my case. The minimum I will accept is a $100 Rewards credit for my time and trouble.

Business Response:

Please be advised we will have one of our customer care specialists reach out to the consumer directly to assist.

 

Thanks,

******

Executive Customer Service

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******

4/22/2016 Billing/Collection Issues | Complaint Details Unavailable
4/22/2016 Problems with Product/Service
4/22/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I had previously bought a quad car and got a extended warranty on it the battery on my quad car stopped working and I called 3 different companies because toys r us told me there was nothing they can do so now my son can't ride on his car and I wasted $80 on a warranty that doesn't do

Desired Settlement: All I want is a new battery and new speakers for my sons quad car

Business Response:

Please have the consumer please provide proof of purchase to better assist.

 

Thanks,

 

******

Executive Customer Service

4/22/2016 Delivery Issues | Complaint Details Unavailable
4/14/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
4/14/2016 Problems with Product/Service | Complaint Details Unavailable
4/13/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We received a baby monitor for our first child. My in laws bought the monitor and a warranty. We are expecting our second child and the monitor won't hold a charge. I called Babiesrus in ******, Ca. They said the warranty is 2 years after the 1 year manufacturer warranty. We fit in this timespan. They said call ****** ***** to go through the process. I found the receipt and saw that the warranty was not through ****** *****, it was through ************** the website and phone number did not work. I called back to the store and they said ****** ***** would honor it, but if not, bring it into the store and they would help. I believe the manager's name was Chris. I called ****** ***** and they hung up on me saying they wouldn't honor anything before 2015. So, today, 3/23/16, I went into BabiesRUs in ******, Ca. They first said the 2 years starts on the purchase date. Then the manager, not Chris-Felix, I think, said it starts after 90 days. I got 3 different timelines. They tried helping, but said they couldn't do anything about. I wasted my time.

Desired Settlement: I would like the warranty to be honored. This would be a brand new monitor or a credit towards a new one. $159.99 plus tax. We had our registry through this store, but will switch to alternatives. The whole point was believing in Babiesrus and their warranty. Sad to find this isn't true and we'll suggest to other parents to go elsewhere.

Business Response:

Please be advised we are having someone from our store team reach out to the consumer and assist.

Thanks,

******

Executive Customer Service

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. ***** at BabiesRUs was wonderful.

 


Regards,

******* ********

4/13/2016 Problems with Product/Service | Complaint Details Unavailable
4/12/2016 Problems with Product/Service | Complaint Details Unavailable
4/12/2016 Problems with Product/Service | Complaint Details Unavailable
4/12/2016 Advertising/Sales Issues | Complaint Details Unavailable
4/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Went there and bought a jumperoo and it had been returned and been put up like it was new and come home open it up it has dog hair on it as well as missing a screw we made it without the missing screw but I think it's bad that noone checks over this I'm filing this complaint to show corporate to make them check things like this so they don't throw it on the self like it's brand new missing a screw and dog hair all over it.

Desired Settlement: To make them aware of their issue. And to fix it for future customers so it doesn't happen to them.

Business Response:

Please be advised we would like assist the consumer and will need them to provide proof of purchase or an order number.

Thanks,

******

Executive Customer Service

4/4/2016 Delivery Issues | Complaint Details Unavailable
4/4/2016 Problems with Product/Service
4/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The business carries a 45 minute online cancellation policy. To "escalate" a cancellation request takes them internally 2-3 Business Days. Therefore entrapping a customer into receiving an item, that was requested to be cancelled. My cancellation was request within 2 hours of ordering and denied, although no product was shipped and no proof of shipping/processing could be provided by the merchant.

Desired Settlement: Complete refund and policy change.

Business Response:

Please be advised we are unable to modify or cancel orders after 45 minutes of the order being placed. We will pass the consumers feedback along to the appropriate business partners regarding our policy. If the consumer would like to return the items order please have them confirm and we will send a return label.

 

Thanks,

 

******

Executive Customer Service

3/29/2016 Delivery Issues | Complaint Details Unavailable
3/29/2016 Problems with Product/Service | Complaint Details Unavailable
3/28/2016 Billing/Collection Issues | Complaint Details Unavailable
3/28/2016 Problems with Product/Service | Complaint Details Unavailable
3/22/2016 Advertising/Sales Issues | Complaint Details Unavailable
3/22/2016 Problems with Product/Service | Complaint Details Unavailable
3/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to the Babies R Us Store ***** on 2/17/2016. I used 3 gift cards to make my purchase, the cashier did not return one of the gift cards that had a balance of $16.19 on it. I called customer service on 2/20 asking for the refund, I was told to call the sore. I did, was disconnected once and hung up on in error once, finally they had me on hold for an additional 20 minutes, just to advise me to call customer service again. I called again, I was told to email a gif card mailbox at corporate with a copy of my receipt and that an card would be issued within 3-5 business days. On 3/1 I called again about the card and was told that I would be getting it that day, I never received it so I sent a follow up email on 3/2 with no response. As of today 3/4 (10 business days after my original email) I still have not received my ecard.I am beyond frustrated since I have made several attempts to fix this on my own and yet no fair resolution. My customer service reference number is **************

Desired Settlement: I want my refund back.

Business Response:

Please be advised the consumer spoke with one of our customer care specialists and we replaced the gift card with, Order Number:  *****, to her email address. We will consider this issue resolved.

 

Thanks,

******

Executive Customer Service

*************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ******

3/19/2016 Problems with Product/Service
3/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is a complaint about my Endless Rewards (something you earn off of your baby registry) I have made over 10 phone calls about not receiving my electronic gift card for over $150. I have given 2 different emails for them to try, checked my spam etc. All they say is oh sorry that you didnt receive lets try again but will not tell me when it was sent. I have talked to 2 managers as well. I made a call on 2/19 and they stated they would send a physical card in the mail and to allow 6-9 days. It has been well over so I called again today, 3/8 and they cant tell me when it was sent but I have yet to receive it. They are suppose to send another one out in 6-9 days but given my past experience I probably will not receive this one either.

Desired Settlement: I want to receive the gift card by ***** or *** that i have to sign for and a timely matter. This has been going on for close to a year! It would be nice to possibly receive some sort of compensation or additional gift card since I have to take my time away from work or my children to make these numerous phone calls and no end result. Thank You

Business Response:

Please have the consumer provide their registry number and Rewards number to better assist.

 

Thanks,

 

Vanesa

Executive Customer Service

Consumer Response:
Complaint: ********

I am rejecting this response because:

I have received the gift card but they should know for future that theh could handle things better and efficiently 

Regards,

******** ****

3/18/2016 Delivery Issues | Complaint Details Unavailable
3/18/2016 Problems with Product/Service | Complaint Details Unavailable
3/18/2016 Advertising/Sales Issues
3/16/2016 Problems with Product/Service | Complaint Details Unavailable
3/14/2016 Problems with Product/Service
3/10/2016 Problems with Product/Service | Complaint Details Unavailable
3/9/2016 Problems with Product/Service | Complaint Details Unavailable
3/9/2016 Advertising/Sales Issues | Complaint Details Unavailable
3/9/2016 Delivery Issues | Complaint Details Unavailable
3/8/2016 Delivery Issues | Complaint Details Unavailable
3/4/2016 Problems with Product/Service | Complaint Details Unavailable
3/4/2016 Billing/Collection Issues | Complaint Details Unavailable
3/3/2016 Billing/Collection Issues | Complaint Details Unavailable
3/3/2016 Problems with Product/Service | Complaint Details Unavailable
2/28/2016 Problems with Product/Service | Complaint Details Unavailable
2/28/2016 Problems with Product/Service | Complaint Details Unavailable
2/28/2016 Problems with Product/Service | Complaint Details Unavailable
2/28/2016 Advertising/Sales Issues | Complaint Details Unavailable
2/28/2016 Delivery Issues | Complaint Details Unavailable
2/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a Wii U system from toysrus. The item was damaged upon receipt. I contacted toysrus immediately via chat and was told by an *** M that I needed to return the item and once received I would be issued a refund. I shipped the item back and much to my dismay wound up getting a replacement left by my door. I already ordered a different item from another vendor so now I had to return the Wii U replacement on top of already returning the original order. This is just costing me more money. I have ben in contact with toys r us for weks now and they have not refunded me the 317.00 for my returns.

Desired Settlement: A full refund of 317.99/

Business Response:

Please be advised we processed a credit back to the consumers original form of payment. Please see the email we sent to the consumer below. We will consider this matter resolved.

 

Thanks,

 

******

Executive Customer Service

 

Dear *** *****

Thank you for shopping at Toysrus.com and Babiesrus.com.

We have issued credit to your original form of payment for the following item(s) from order # ***********

Item #: ********
Description: Nintendo Wii U Mario Kart 8 Deluxe Set One Size
Quantity/Price: 1 @ $299.99
Status: Price Adjusted/Credit Returned

Credit for returned item(s):

Subtotal: $299.99
Sales Tax: $18.00
Total Credit: $317.99

Please note...
* The reference number for this credit is *********
* Your credit should appear on the original method of payment used to make the purchase within 5-7 business days

If you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at ************* ***********

Thank you again and hurry back soon to see what's new at Toysrus.com and Babiesrus.com!


Sincerely,

The Guest Service Team
Toysrus.com and Babiesrus.com

PS: This is a notification-only email, please don't respond to it. For answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at ******************************************************************************************************

********************************************************************

2/27/2016 Billing/Collection Issues | Complaint Details Unavailable
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2/18/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The company shipped the package that I purchased to the wrong address. I had to pay to ship it to the correct address out of pocket and it did not make it in time for Xmas. They refused to reimburse me for ANYTHING.

Desired Settlement: I want to be reimbursed for their complete and utter mistakes throughout this process.

Business Response:

Please be advised we have the address the consumer entered at the time of her order **** * ******** ** *** ** ************* ** ****** We are unable to credit any shipping costs at this time as the consumer entered that address. We will consider this matter resolved.

 

Thanks,

 

******

Executive Customer Service

Consumer Response:
Complaint: ********

I am rejecting this response because: I entered my address as the BILLING address. I entered my brother's address as the SHIPPING address. When I initially called them they ADMITTED their mistake. I ordered from several different stores this year and I ALWAYS enter the correct shipping address.



Regards,

***** *******

Business Response:

Please be advised as a one-time courtesy we have processed a credit back to the consumers original form of payment. The consumer will receive an email regarding their credit and when they should expect to see it back on their account. We will consider this matter resolved.

 

Thanks,

 

******

Executive Customer Service

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *******

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Additional Notes

Complaint: I have repeatedly (upwards of 5 times) removed myself from the Toys'R'Us email list, which I was put on without my knowledge, and am still receiving emails almost 2 months after I first removed myself.

Desired Settlement: I want to be removed from their email database completely. And I want them to be fined for not removing me from the email listing.

Business Response:

Please be advised we have placed the consumers email address on our mailing list removal. We will consider this matter closed.

 

Thanks,

 

******

Executive Customer Service

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Additional Notes

Complaint: I ordered the Barbie Pop Up Camper for my Granddaughter on December 8th. The product was in stock and was promised to arrive before Christmas. My credit card was charged, I received notification that it would be delivered on Dec 24. I then got a notification 3 days before Christmas that the only thing that had been done to my order was to generate a label. ******* ******* states that they did not receive the package for delivery. Never received the package. I did finally reach someone in customer service on Christmas Eve. It took 3 days.. They didn't know where the package was and they said the item was out of stock! They said they would take the charge off my credit card and send me a $10.00 gift card. They did not take it off my account

Desired Settlement: I would like my credit card credited in full $84.79, the toys r us order # is*********** I would like a gift card of $25.00. It is the least they could do. My granddaughter got no gift at my family party. I just gave her a picture of the toy and promised I would get it to her as soon as possible!

Business Response:

Please be advised we processed a refund in full back to the consumers original form of payment as of 12/26/15. Please see the email sent to the consumer below. We will consider this matter resolved.

 

Thanks,

 

******

Executive Customer Service

Dear Sandra J Bernard,

Thank you for shopping at Toysrus.com and Babiesrus.com.

We have issued credit to your original form of payment for the following item(s) from order # ***********

Item #: ********
Description: Barbie Pop-Up Camper One Size
Quantity/Price: 1 @ $79.99
Status: Price Adjusted/Credit Returned

Credit for returned item(s):

Subtotal: $79.99
Sales Tax: $4.80
Total Credit: $84.79

Please note...
* The reference number for this credit is *********
* Your credit should appear on the original method of payment used to make the purchase within 5-7 business days

If you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at ************* ***********

Thank you again and hurry back soon to see what's new at Toysrus.com and Babiesrus.com!


Sincerely,

The Guest Service Team
Toysrus.com and Babiesrus.com

PS: This is a notification-only email, please don't respond to it. For answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at ******************************************************************************************************
****************************************************

2/1/2016 Advertising/Sales Issues | Complaint Details Unavailable
2/1/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Toys R Us shipped my order short, refused to accept my e-mail, does not answer phones in a reasonable time-frame, and then tried to charge me for returning the shipment for failure to deliver.

Desired Settlement: Toys R Us has now wasted far more of my time than the order's value. I can buy baby-wipes anywhere.

Business Response:

Please be advised we need to know how many Pampers Sensitive Soft Pack Wipes - 18 Count the consumer is missing to better assist.

 

Thanks,

 

****** V*****

*************

Consumer Response:
Complaint* ********

I am rejecting this response because it does not propose a resolution in any way:  No resolution was offered, or method of contacting them to provide the additional information.  There were 4 packs missing...



Regards,

***** ****

Business Response:

Please be advised we have shipped out the 4 missing Pamper Sensitive Soft Pack Wipes - 18 count to the consumer shipping address on file, via reship order number: *********. We will consider this matter resolved.

 

Thanks,

 

******

Executive Customer Service

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1/29/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have placed 3 orders in the last 2 days n they keep getting cancelled. Supervisors cant help tell me that corporate has t handle it cause 1 supervisor tried to help. they told me to contact my credit card company which i did n then used another card n that order was canceled !! very disappointed with them already posted on *** **** about how the stink !!

Desired Settlement: want my items which some of the items on this list had to b reordered so thats y they r coming up double. I only want 1 of each. i spoke to a manager reference # ************* told me i would get prices(joshua) next day after replacing order don said he couldn't help n i would have to deal with corporate cause he couldnt help

Business Response:

Consumer was contacted on 12/4/2015 to place new order and price match the items from the original order. We will consider this matter closed.

Thanks,

****** V*****

Executive Customer Service

Consumer Response:

Complaint: ********

I am rejecting this response because: the prices were not the same and still waiting for items. Some where not in stock so I couldn't even get those. 



Regards,

***** *****

************

Consumer Response: Prices were NOT correct a Xbox game was suppose to be 8.99 n I was charged 28.99. I ordered from them again and boxes for toys were opened and damaged !!
Complaint: ********

I am rejecting this response because:



Regards,

***** *****

Business Response:

Please be advised we processed a $20 credit on the consumers order and she will need to provide the items damaged on the new order to further assist.

 

Thanks,

 

******

Executive Customer Service

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Additional Notes

Complaint: I placed on order on 12/7/15, and received 2 of the 3 items. The Legos have never came. After 2 hours waiting for a representative on the phone I was told an email would be sent with instructions. I have not received an email.

Desired Settlement: Refund my money

Business Response:

Please be advised our records indicate we have reshipped the missing item to the consumer via reship number *********. We will consider this matter closed.

 

Thanks,

 

******

Executive Customer Service

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Additional Notes

Complaint: REFERENCE # ************* 4/27/2014 -Purchase $50 gift card (online) to me emailed to recipient. The gift card was wasn't delivered although the emailed address was verified. Contacted Toys R Us Customer service on 11/19/2014 to request that the gift card be re-issued or purchase refunded. Customer Service agents promised to re-issue the gift card but wasn't successful. Called back on 2/3/2015 and was told the same thing. Called 6/4/2015 and Customer Service agent promised to "escalate" this request. Called back on 9/16/2015 and was told by agent Luis that he would "mark my case as urgent and have supervisor send direct email to the proper department". I still do not have a gift card or a refund.

Desired Settlement: REFUND OR GIFT CARD AS PROMISED.

Business Response:

Please be advised the consumer was issued a $50 appeasement code to use on 12/16/15. We will consider this matter closed.

 

Thanks,

 

******

Executive Customer Service

1/18/2016 Advertising/Sales Issues | Complaint Details Unavailable
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1/18/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I WAS ASSURED THAT ALL ORDERS WILL BE HERE BY CHRISTMAS, AND HALF OF THEM WILL NOT BE HERE UNTIL AFTER CHRISTMAS.... I PAID IN FULL AND I GET A EMAIL STATING ONE ORDERED WAS CANCEL AND THEN TWO OF THE GIFTS WILL BE HERE AFTER CHRISTMAS, AFTER THEY INFORM ME THAT THEY WILL BE HERE..BEFORE CHRISTMAS

Business Response:

Please be advised our records indicate the consumer paid for regular shipping and the items arrived before Christmas. The item cancelled off the order was not charged to the consumer and was out of stock at that time. We will consider this matter closed.

 

Thanks,

******

Executive Customer Service     

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

******* *****

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1/10/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband and I ordered a Nintendo Wii U Splatoon bundle via toysrus.com from Canada. Upon check out our master card kept giving us an address error so we called our master card company and they said everything was filled out fine but we kept obtaining the error thus we switched and winded up paying via visa. I recently looked on our master card account to see that we were billed from Toys R Us on that card and our visa. To top the issue off more my friend who the item was for has not obtained the item even though tracking says "delivered left at door". It is our understanding via ToysRus' must obtain a signature for items over a certain amount which we in fact should have had the recipient sign for. To sum up 1. We were charged twice, once on our master card and once on our visa 2. My friend never obtained item brought 3. I have been trying for days to get in touch with Toys R Us USA with no help on the matter.

Desired Settlement: We would like our accounts refunded due to considering christmas is just days away we winded up going through the processes of buying the item again and personally shipping it as a registered item which needs a signature. Please do know we paid in Canada dollars thus the exchange rate changed our total to a higher amount.

Business Response:

Please be advised the charge the consumer is seeing on their Master Card is an authorization charge and typically falls off within 7-10 business days. We verified and there is no order using Master Card as payment under the consumers name. The FedEx tracking number shows the item was delivered to the recipients home but as a one-time courtesy we will process a credit in full and the consumer should receive an email with credit information. We will consider this matter resolved. 

Thanks,

 

******  ******

1/10/2016 Problems with Product/Service | Complaint Details Unavailable
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1/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was billed twice for one product. I waited on the phone for 2 hours for customer service. I also waited online for 2 days with their customer service. Nobody has responded. I have reached out to 2 CEOs who have yet to respond. If you view their ******** ***** there are a LOT of complaints.

Desired Settlement: I want my money back that I never should have been charged and an apology.

Business Response:

Please be advised we see that a refund of $32.31 was already processed back onto the consumers original form of payment. We spoke directly with the consumer. We will consider this matter closed.

 

Thanks,

 

****** V*****

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1/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Cyber Monday my wife purchased an item from the Toys R Us website. Although other websites were running other deals, we purchased through Toys R Us due to the reputable name of the corporation. However, a week and a day after the order, the order was canceled. As a result, the price of the item is now $20 more on the Toys R Us website and in other stores. According to the Toys R Us website, the item is still available.

Desired Settlement: I would like the sale price honored and delivery of the order.

Business Response:

Please be advised we have created a $25 discount code that can be used to price match the item cancelled off the consumers order. We will consider this matter closed.

*************

Thanks,

 

****** V*****

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *******

1/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an online order for two items on Babies/Toys R Us website; I opted for pick up at a local BABIES R US - ******** **** . I call twice prior to placing the order and verify the items were in stock in this local store. I placed the order (order #**********) then within 40min after placing the order I received a call from an associated at the local store advising he cancelled the order. As the items were not available at this store he further stated this store does not sell any ******** in the store or do not carry then in house. Item purchase ******* Slumber Time Gliding ********. I then inquire about a refund since I paid for the items with a gift Card. I was advise by the associate that he was not sure since the funds were already removed from cards. I then requested a manger and spoke with the manger who basically said the same thing; he direct me to customer services. I call customer services and spoke to a rep in the *********** who basically argue with me and stated the items where available at the local store; he then refuse to issues a refund. I hang up and call back the next rep i spoke with told me i will have to wait 7-14 business day while the issues is investigated and then i will be contact by email with an outcome.

Desired Settlement: I will like my money back as soon as possible;

Business Response:

Please be advised we verified the consumers credit went back to their original from of payment, both gift card and credit card. We will consider this matter closed.

Thanks,

Vanesa V

Executive Customer Service

Consumer Response:
Complaint: ********

I am rejecting this response because: As per my many calls to customer services; I no longer have the original gift card ; after making the purchase the gift card was toss in the thrash. I did recovery the gift card but it was folded half ;  many of the number also the  ending numbers on the back of the cards  are no longer visible and difficult to make out. I still do not have my $100.  please refund the gift card with a E-gift card or a gift card in the original amount paid. If possible can I take this damage gift card to the store to get a new card???   this is truly unacceptable. 



Regards,

****** ******

1/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a crib,2 dressers and a topper from our baby registery, the delivery came 3 days late, with the driver being very unprofficional. In additional when the delivery came the men brought the boxes upstairs and attempted to out 1 box in the basement, I guess with out measuring as they could not make the turn going down stairs and destroyed the wall to the basement trying to do so. Then, they delivered the boxes upstairs and on the way up destroyed the walls in a brand new remodeled townhouse!!!!!!! They were supposed to have there contractor repair the walls today the contractor shows up late, she does not have a ladder with her as they are 20 15-20 ft walls and she is in a car!!!!

Desired Settlement: Complete refund on furnature and pay for the walls to be repaired

Business Response:

Please be advised Risk Management has been handling the damages made to the customers home. We also processed a 25% off at the store level. We also offered to replace the items and the customer declined. We will consider this matter closed.

Thanks,

Vanesa V

Executive Customer Service

Consumer Response:
Complaint: ********

I am rejecting this response because:the damage to my home was especially over 3,000.00 a paint can was  stolen from me of which I have pictures and videos in additional the furnature is completely almost destroyed and the police is going to make a arrest of the person who stole stuff from me. This should be put on the news in additional the videos I have on you tube. And babies r us is sponsoring a company that is a sub contractor of them that allowed there employees to damage a home and steal out of a home, I will be putting these videos on you tube link in a few days to follow. I was also offered 2,500.00 towards home damages of which is less then estimates and have not got the payment yet 



Regards,

**** ********

Business Response:

Please be advised the consumer has been contacted by our Risk Management team as well as the delivery company. He has been told he will be receiving a check for everything that has transpired with the delivery company sometime at the end of this week. We spoke with the consumer on 11/2/2015 and he was satisfied with the outcome. We will consider this matter closed.

Thanks,

Vanesa V

Executive Customer Service

Consumer Response:
Complaint: ********

I am rejecting this response because:



Regards,In around September I placed a order in babies r us for baby furniture, a crib,dresser double dresser and topper and glider, to be delivered on once at the store  well the delivery order was misplaced and had to be reordered from a mistake in the store. When the order was remade the order was once again forgot about from the delivery side of babies r us. After it was corrected for the 2nd time the delivery drivers finally showed up, they were sloppy, out of uniform and sloppy and careless and reckless and ghetto to say the least. They came with no padding,or drop cloths to protect  the floor.while they bounced the furniture off of the truck (I have cameras and recordings with my camera system if needed to back up all of this entire letter) they scratched my hardwood floor, banged up my hallway going up and down the stairs.they admitted to the damage (on video) and a damage form filled out (enclosed) the driver apologized and after inspection we noticed the furniture was also damaged. Dresser, double dresser, crib,the list goes on. The driver then requested to send out his wife's friend who was a painter and could conduct the proper repairs to make my house repaired and babies r us gave me back 25 percent off of the purchase price of which is not enough. The dresser has major damage. The lady came out a day late as like the delivery drivers and in additional instead of doing the proper repairs in my home destroyed my home even more causing thousands of dollars in damages and actually stealing merchandise that did not belong to her or the delivery driver at the time. Only 1 coat of paint on the walls instead of 2,paint on my newly installed carpet,paint on the hardwood floor,kitchen sink,bathroom sink,stood on and broke my kitchen table chair and instead of doing 2 coats stole a gallon of paint to her car!!!! (Video If needed) I contacted the police and filed a report, in additional babies r us stepped in after there delivery team wanted to argue and negotiations of a settlement price. After over almost 2 weeks of back and forth and me getting several estimates I agreed on 2,500.00 settlement and it does not include any outstanding discounts,complaints or disputes. (Settlement copy enclosed) in additional one of my terms was to also have payment to me by///////// of which as you can see they are late on also. However by contract signed and agreement on form I'm exercising my right to dispute this charge as the dispute was filed days before the signed agreement of which falls under the exclusions of the bottom amendment of the finial form approved and agreed on by babies r us and myself. 25 percent discount on the furniture is not sufficient enough for the damage caused and the reason why I did not let the delivery team remove the furniture that day is because I was afraid they would cause more damage on the way back down the stairs and also I offered to attempt to work the damage out with babies r us, however 25 percent discount is not appropriate for these types of damages and I'm not satisfied.the only 2 options that we currently have is 1: they order new furniture and deliver the new furniture and haul away the old furniture that was damaged, keeping in mind that they will be under camera systems, recordings and witnesses for any type of damage that they will cause on the next go around, or 2: I will agree to pay something for this furniture but it will not be a discount of 25 percent only. I will be asking for another 35 percent off the furniture of the price that I currently have paid. Of which would be around another 350.00-400.00 off. Or I wish to dispute the entire amount.and have the furniture picked up of which is available for the store to pick up with a drop off of the new furniture at the same time that they arrive. And somebody else besides the same team will be allowed to conduct the furniture exchange NOT the same team that arrived and destroyed and conspired to steal my property out of my home.    In additional if at anytime anybody reviewing this claim would like to see live videos of this entire ordeal of damage,admittance, stealing, pictures,forms etc feel free to email me at *********************** this is news worthy and a book worthy.

**** ********

Business Response:

Please advised this case is closed as the consumer has received a check from the delivery company. We will consider this matter closed and will no longer assist.

Thanks,

Vanesa V

Consumer Response:
Complaint: ********

I am rejecting this response because:


No case is not closed. They may want it closed and not deal with it, the check was for the damage to the walls not the furnature. I sent a complete letter the last response. Read it. Case not closed. I consider this case not closed..... 
Regards,

**** ********

1/4/2016 Advertising/Sales Issues | Complaint Details Unavailable
1/4/2016 Problems with Product/Service
12/31/2015 Problems with Product/Service | Complaint Details Unavailable
12/30/2015 Billing/Collection Issues | Complaint Details Unavailable
12/29/2015 Delivery Issues | Complaint Details Unavailable
12/29/2015 Advertising/Sales Issues | Complaint Details Unavailable
12/29/2015 Problems with Product/Service | Complaint Details Unavailable
12/29/2015 Problems with Product/Service | Complaint Details Unavailable
12/29/2015 Advertising/Sales Issues | Complaint Details Unavailable
12/29/2015 Problems with Product/Service | Complaint Details Unavailable
12/29/2015 Delivery Issues
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12/29/2015 Problems with Product/Service | Complaint Details Unavailable
12/23/2015 Advertising/Sales Issues
12/23/2015 Problems with Product/Service
12/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Went to the ****** ** store looking for a swingset that was in the ad and stating the sale started Nov 27th at 7:00 am when we arrived the manager of the store informed us they started selling this item the sunday before and had none left and could not get them. I have talked to headquarters customer service several times and have not been able to get and resolve to get this item. I believe this is false advertising

Desired Settlement: I would like this swingset for the price listed

Business Response:

Please be advised we have forwarded the consumers information to their local store to attempt to accommodate the consumers request. Please keep in mind this is a very popular item that was sold as supplies last.

 

Thanks,

 

Vanesa V*****

Executive Customer Service

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

 The local store called me and did supply the item at the cost listed in the add so at this point I am satisfied.

Regards,

***** *******

12/18/2015 Problems with Product/Service | Complaint Details Unavailable
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12/16/2015 Advertising/Sales Issues | Complaint Details Unavailable
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12/14/2015 Problems with Product/Service
12/14/2015 Problems with Product/Service
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12/14/2015 Problems with Product/Service | Complaint Details Unavailable
12/14/2015 Problems with Product/Service
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12/14/2015 Problems with Product/Service | Complaint Details Unavailable
12/14/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed order # ********** through the website as a gift. It did not get delivered for more than 10 days. I kept calling customer service but they said they would cancel it and never did. They kep LYING to me that the order was cancelled. It still has not been delivered and now they are saying I should ask the recipient to go return it in store!! Or that I should call the carrier to cancel the order!! Why would they ship the order and then cancel it. This is the most horrible customer service I have seen. I just want my money refunded. Am never buying anything from Toys R us again.

Desired Settlement: Just give me the $$ back.

Business Response:

Please be advised the consumers order was cancelled and they were not charged. Please see email below sent to consumer.

 

Thanks,

 

Vanesa V*****

 

Thank you for shopping at Toysrus.com and Babiesrus.com.

Unfortunately, some or all of the items from your order #********** are currently unavailable. As a result, these item(s) have been removed from your order.

Here is a review of the item(s) that have been cancelled:

Item#: *******
************ ************ ********** ******** * ****** ****** *** *** **** *************** * * ******



Please note, you will not be charged for the above item(s).

We apologize for any inconvenience and appreciate your understanding. Thank you again for shopping at Toysrus.com and Babiesrus.com.


Sincerely,

The Guest Service Team
Toysrus.com and Babiesrus.com



********************************************************************

12/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I placed an order online for 6 packs of baby formula. Unfortunately, all 6 packs arrived already months expired. This was certainly a problem which we were fortunately able to notice. We called customer service and were told we could return them through the mail and receive 6 new packs. That was a little surprising that they wanted the expired formula back but we obliged. We received notice that our shipment was received by Toys R Us, but it appears whoever marked it only put down "1" as received and we kept receiving notices that we had outstanding items to be returned. We've been inconvenienced by having to make numerous phone calls to the Toys R Us call center only to be assured we would not be charged the $195.80 we were being told we owe. Sure enough, our credit card was charged today. After another phone call tonight, we were told this issue would be sent to billing, but it would be another 5-7 business days before there would be any resolution. I refuse to pay the $195.80 for absolutely nothing. We already paid for the initial 6 formulas. All I want is this charge dropped from my account so this whole ordeal can be done. The error with the expired formula was on the part of Toys R Us which was actually reckless and potentially dangerous in the first place. The resolution process has been a nightmare and the burden has all been on us.

Desired Settlement: Reverse the $195.80 charge as soon as possible. Orders ********** and *********. Original cust service ref *************

Business Response:

Please be advised we have processed a credit in full for $195.75 on 10/26/2015 back to the original form of payment. Please see email below sent to consumer. We will consider this matter closed.

Dear ********* *****,

Thank you for shopping at Toysrus.com and Babiesrus.com.

We have issued credit to your original form of payment for the following item(s) from order # ***********

Item #: ********
Description: Gerber Good Start Gentle for Supplementing Powder Infant Formula- 22.2 Ounce - 2 Count Value Pack One Size
Quantity/Price: 5 @ $39.15
Status: Price Adjusted/Credit Returned

Credit for returned item(s):

Subtotal: $195.75
Total Credit: $195.75

Please note...
* The reference number for this credit is *********
* Your credit should appear on the original method of payment used to make the purchase within 5-7 business days

If you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at ************* ***********

Thank you again and hurry back soon to see what's new at Toysrus.com and Babiesrus.com!


Sincerely,

The Guest Service Team
Toysrus.com and Babiesrus.com

PS: This is a notification-only email, please don't respond to it. For answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at ****************************************************************************************************** ********************************************************************

Thanks,

****** ******

Executive Customer Service

Consumer Response:

Complaint: ********

I am rejecting this response because:

This is the seventh business day since the credit was supposed to have been issued and there has still been no refund posted or pending to my original form of payment (AMEX).  This is supposed to have been the maximum length of time to wait to see this credit post to my account.  I had had credits issued previously and have never waited this long for a refund to actually post (usually 2 or 3 business days). 


Regards,

********* *****

Consumer Response:
Complaint: ********

I am rejecting this response because:

The ORIGINAL purchase was on a gift card.  This baby formula arrived expired by months, necessitating an exchange for unexpired formula.  We received the unexpired formula which I would consider a completion of that transaction.  However, Toys R Us again erred when processing the return.  This resulted in a $195.80 charge to my AMEX credit card.  It is this charge that should be reversed as we never intended have that card used for this purchase at all.  I'm not looking to have to buy or reload a Toys R Us gift card.  You can contact my husband Fred or I at ************ ** *************

Regards,

********* *****

Business Response:

Please be advised we have sent this over to the consumers District Manager in order to perform a swap of the funds from the gift card to the credit card. We provided all the necessary information to the District Manager and someone will be in contact shortly.

Thanks,

****** ******

Executive Customer service

12/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The Black Friday advertisement for Toys R Us includes the Big Backyard Premium Charleston Lodge Wood Swing Set (Item ****** ** ****** - two different item numbers are listed) as a Black Friday deal for $800 off, making it 799.99. The deal supposedly starts this Friday at 7am, however it starts today, Sunday November 22, for Rewards R Us members. The deal states "in-store only". I called multiple stores and was informed that this item is not in stock, nor has it been since this summer. It is a discontinued item, so it will not be in stock in the future either. I then had them search throughout *****, and no stores have this item in stock. I reached two different customer service associates through the customer service line, who verified that this item is not available in stores. They also verified that to get the advertised pricing, it must be purchased in stores. This item was never available at this pricing, as it was not recently in stock. So, it is not as if the item was there, and they simply ran out of inventory. So, in other words, the company is advertising a deal that does not exist. It seems that it is a dishonest tactic to get customers to enter their store to spend money on other items. I think the item should be removed from their advertisement. Thank you.

Desired Settlement: The item needs to be removed from the advertisement.

Business Response:

Please be advised we are currently working with our stores to see if we are able to accommodate requests for this item, as it is in very high demand.

Thanks,

Vanesa V*****


Executive Customer Service

12/12/2015 Problems with Product/Service | Complaint Details Unavailable
12/11/2015 Problems with Product/Service | Complaint Details Unavailable
12/11/2015 Problems with Product/Service
12/9/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered 3 items online during a sale and only received one... I tried to call in regards to where the items where at as well as any info on WHY I never receive confirmation on my order or shipment of the items on Dec 6th 2015 after waiting 52 minutes I was put in touch with a rep that didn't speak English clear enough to understand what was going on with my order within minutes I received 4 email about shipment for the one item that I received but not the others... I tried to call corporate number and was put thru numerous prompts to finally be dumped into a voicemail (and at this time no contact OVER 24 hours and NO return call) on December 7th and then I tried to call the CS number on Dec 8th and you have to go thru numerous prompts and it will not direct you into a rep... I just want my products that I ordered and person to tell

Desired Settlement: Delivery of my items that I purchased OR Call from someone in regards to what is going on OR Refund

Consumer Response:

 

The Complaint ID:

******** has been resolved.

 

Sincerely

******




Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

****** *****

12/8/2015 Problems with Product/Service
12/7/2015 Delivery Issues | Complaint Details Unavailable
12/6/2015 Problems with Product/Service
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11/10/2015 Billing/Collection Issues
11/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 10/8/2015I placed an online order through ToysRUs.com; the product was not delivered due to damage to the shipment. I called on 10/21/15 to ask for my refund and was told it could not be processed until the shipment was received back and the claim against ***** was settled. I spoke with a manager, J G****** who stated he would expedite the refund and who gave me a promo code for a future order. He stated the refund should be processed in 7-10 days; I expressed dissatisfaction but he said there was nothing else he could do. On 10/23/15 I reordered the product; again the shipment was not received due to damage in transit. I called on 11/5/15 and spoke with a different customer service manager who stated the original refund was never processed! She stated she would input refunds for both orders but it will take 3-5 business days for the refunds to get approved. At best this is poor customer service; at worst this is unethical and illegal to keep my money almost a full month after they failed to provide the product for which I paid.

Business Response:

Please be advised we have processed a credit in full for both orders, ********** and *********** We will consider this matter closed.

 

Thanks,

 

Vanesa V*****

Executive Customer Service

*************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** ******

11/7/2015 Problems with Product/Service
11/7/2015 Problems with Product/Service | Complaint Details Unavailable
11/7/2015 Advertising/Sales Issues
11/5/2015 Billing/Collection Issues | Complaint Details Unavailable
11/3/2015 Problems with Product/Service
11/3/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a $20 gift certificate to Babies R Us on September 18, 2014 which was to be emailed to me. I received an email with the order number (**********) but never received an email with the gift certificate. Since then, I have online chatted, called and emailed their parent company, Toys R Us customer service. I have been promised that this issue would be followed up on, that the gift certificate would be emailed to me, etc. to no avail. Over a year later I still have not received this gift certificate and I have been told I cannot receive a refund. At this point, Toys R Us has effectively stolen from me. I paid for something and never received the product. I cannot move forward with their customer service department and would like assistance in receiving a refund for this issue from the Better Business Bureau.

Desired Settlement: I would like a refund for this order.

Business Response:

Please be advised we sent the consumer a $50 e-gift card as a refund and for the inconvenience she faced, on 10/23/2015. We sent the e-gift card to email address *************************. (order *****) We will consider this case closed.

 

Thanks,

Vanesa V*****

Executive Customer Service

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ********

11/2/2015 Problems with Product/Service
10/28/2015 Problems with Product/Service | Complaint Details Unavailable
10/28/2015 Advertising/Sales Issues
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10/27/2015 Problems with Product/Service
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9/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They offered a $20 gift card for the purchase of a Baby Breeza. Neither the signage nor store advertising states that a gift card will not be issued using price match from ********** or if a coupon of 15% is used.

Desired Settlement: I would like the $20 gift card. I should not have to do all of this running for what they advertised.

Business Response:

Please be advised our policy states no two offers may be combined. In this case if the item was price matched we would not offer a $20 gift card. As a one-time courtesy we will send the consumer a $20 e-gift card to the email on file. We will consider this matter closed. (Please have the consumer check their spam folder)



Thanks,

Vanesa V*****
Coordinator, Executive Guest Services
*************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
However, they need to advertise clearly. The store did not advertise correctly. Price Match is not a promo, it's part of doing business with *******
********* ** store is absolutely horrible!!!



Regards,

**** ****

9/19/2015 Problems with Product/Service | Complaint Details Unavailable
9/16/2015 Advertising/Sales Issues | Complaint Details Unavailable
9/16/2015 Problems with Product/Service | Complaint Details Unavailable
9/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After my debit card was fraudulently used by someone else at a Toys R Us store I contacted my bak and the corporate office. My bank informed me since the charge was still pending Toys R Us could easily stop the charge from going through. They refused and are allowing over $400 to be withdrawn from my account. They could have prevented this inconvenience with 1 faxed letter to my bank.

Desired Settlement: Two charges were made to my account, $291.13 and $119.74 on August 25, 2015 at store #6423. I would like those charges reversed immediately.

Business Response:

Please be advised the consumer mentioned his debit card was compromised and states there were fraudulent transactions. We are unable to remove these charges as the consumer must file a police report and the police will deal directly with the store involved. I spoke to the consumer on 8/26/2015 an informed him of such. We will consider this matter closed.

Thanks,

Vanesa V*****
Coordinator, Executive Guest Services
*************

9/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: purchased items from toys r us. com and the order was not fulfilled. paid with a gift card and no refund was received yet? used both gift card and debit card for items.

Desired Settlement: refund please

Business Response:

Please be advised we have sent out a physical gift to the consumer as of 8/24/2015 which was activated on 8/29/2015 by the consumer. We will consider this matter closed.

Thanks,

Coordinator, Executive Guest Services

9/11/2015 Problems with Product/Service
9/10/2015 Problems with Product/Service | Complaint Details Unavailable
9/9/2015 Problems with Product/Service
9/9/2015 Problems with Product/Service
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9/4/2015 Guarantee/Warranty Issues
9/1/2015 Problems with Product/Service
9/1/2015 Problems with Product/Service | Complaint Details Unavailable
9/1/2015 Delivery Issues
8/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 4 items off a friend's registry. She had not updated her street address in the same town. We both called and updated the address after realizing this was the case. Her items were shipped out in 3 shipments. She received all but 1 item. On my 3rd call to resolve this issue I was offered the option of a refund. I took the refund of 29.99 plus any shipping charges. Two days later I get a call saying the refund was denied. I asked 5x to speak with a supervisor and was denied. I disputed this charge with my credit card, but this store needs to approve that refund. I am so extremely dissatisfied with the poor customer service I have experienced over the last 2 weeks trying to resolve this.

Desired Settlement: My desired outcome is a refund of the product that my friend never received. I was promised a refund after confirming this several times on the phone, only to be denied a couple days later. When asked to speak with a supervisor a customer should not be denied. Very poor customer service.

Business Response:

Please be advised we sent the items to the address registered on the consumers registry. Once the order has been placed we are unable to make any modifications. As a one-time courtesy we have credited the consumer back to their original form of payment.

Thanks,

Vanesa V*****
Coordinator, Executive Guest Services

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, it should not have come to this point. The address was updated and 3 out of 4 items were delivered. I was given a refund on the 4th item, then they rescinded the refund two days later and refused to let me speak with a supervisor. I ordered the item from another business and it was easily delivered in two days, not the 20 days it took from Babies R Us for the other items, and without the poor customer service.

Regards,

******** *******

8/26/2015 Problems with Product/Service | Complaint Details Unavailable
8/24/2015 Problems with Product/Service | Complaint Details Unavailable
8/22/2015 Problems with Product/Service
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8/11/2015 Problems with Product/Service | Complaint Details Unavailable
8/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered some items from their website that clearly said free shipping. When I received an email statement after the order it showed a $49.99 shipping surcharge. The representative I chatted with would not cancel the order.

Desired Settlement: I want the $49.99 shipping charge waved, or I want the order cancelled and a full refund made immediately. I would still like to purchase the item but would have selected to have it delivered to my local store if the the shipping charges had not been hidden from me when ordering.

Business Response: Please be advised once an item is considered a heavy weight item shipping surcharges are applied. This is stated on our website, please see the link below. We will consider this matter closed.



Thanks,



Vanesa V*****

Coordinator, Executive Guest Services
*************

Consumer Response: Complaint: ********

I am rejecting this response because while the information is available, it's not clear when the item is advertised as FREE shipping. In addition, I was unable to cancel the order even though it had not shipped. I would have canceled and had shipped to store to avoid this charge. Customers should be notified before this charge is added and given the option of shipping to a local store. They should also be able to cancel the order if it has not yet shipped.



Regards,

**** *****

8/11/2015 Delivery Issues | Complaint Details Unavailable
8/9/2015 Billing/Collection Issues | Complaint Details Unavailable
8/9/2015 Problems with Product/Service
8/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made a purchase online and the items had never been received. The tracking number showed that the items were lost. I called the Toys R Us many times for refund but they said the refund could not be made because the payment was not authorized. Actually my credit card was charged for the purchase. They also let me wait for their investigation. Finally I called my credit card company for a dispute but I was told after 90 days they won't do any refund. Order# ********** *** tracking# ******************

Business Response:

Please be advised we have processed a refund back to the consumers original form of payment, **** ending in ***** We will take no further action.

Thanks,

Vanesa V*****
Coordinator, Executive Guest Services
?

Consumer Response: Complaint: ********

I am rejecting this response because:

I have never received the refund. In the beginning of the July, I called the credit card company for a dispute and then the credit card company called the toys r us. I was told after 90 days from purchase, toys r us won't refund me any more.

Please ask toys r us provide with the date and reference number for the refund issued if they did.



Regards,

******* ****

Business Response: Please be advised the credit was processed 7/27/2015 and the below email was sent to the consumer. We consider this matter closed.

Thanks,

Vanesa Vargas
Coordinator, Executive Guest Services

Dear HONGZHE WANG,

Thank you for
shopping at Toysrus.com and Babiesrus.com.

We have successfully processed
the following returned item(s) from order # 3650830166, and a credit in the
amount of the purchase price has been issued to your original form of
payment:
Item #: 19357276
Description: Disney Big Hero 6 Deluxe Flying
Baymax One Size
Quantity/Price: 2 @ $29.99

Credit for returned
item(s):

Subtotal: $59.98
Total Credit: $59.98

Please
note...
* The reference number for this credit is 385054207
* Your credit
should appear on the original method of payment used to make the purchase within
5-7 business days

If you would like to replace your returned item(s),
simply visit our website or contact our Guest Service Team at 1-800-TOYSRUS
(869-7787).

We apologize for any inconvenience and appreciate your
understanding. Thank you again for shopping at Toysrus.com and
Babiesrus.com.



Sincerely,

The Guest Service
Team
Toysrus.com and Babiesrus.com




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8/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have ordered a gift card on May 28, 2015. Recipient haven't received it within 3 weeks. Called to track the gift card. We were told there is no tracking for gift card. Asked for eGift card, but customer service rep said they're not able to issue that, but instead, will issue a refund. We have been talking on the phone with at least 10 different representatives. Every single time, we get a promise of a refund, and different excuse. After another month, we have not received our refund, nor gift card. We don't need the gift card after 2 months now. That's not a birthday present anymore. I'll be filing a complaint with ****** and this will be our last time dealing with ToysRUs. This is fraud!

Desired Settlement: We'd like our money back as we were promised a month ago.

Business Response:

Please be advised the consumer was informed a credit can not be issued when a gift card is purchased. As on 7/27/2015 we have reissued a new physical gift card be sent out to the consumer. The consumer should be receiving the gift card in 5-7 business days. We will take no further action.

Thanks,

Vanesa V*****
Coordinator, Executive Guest Services
*************

8/3/2015 Problems with Product/Service | Complaint Details Unavailable
7/31/2015 Advertising/Sales Issues | Complaint Details Unavailable
7/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received a Toys R Us gift card for $40. We I went to use it, it wouldn't work. When I called customer service, I was told that the card had been deactivated due to inactivity. I was told that I would receive a call back from their specialist department within 24 hours. I was asked to send an image of the card to their customer care department. I sent an image of the card via e-mail but never received a phone call or reply to the e-mail I sent them.

Desired Settlement: I would like a refund of the $40 gift card in the form of a check made payable to me or a **** **** **** that I can use at any merchant. I have already experienced the embarrassment of trying to use the gift card at a Toys R Us and then having to pay for the purchase with my own cash.

Business Response:

Please be advised this gift card was redeemed on 7/14/2010 at store 5603. We are unable to refund our gift cards as our terms and conditions state. We will take no further action.

Thanks,

Vanesa V*****
Coordinator, Executive Guest Services
150616-002472

Consumer Response: Complaint: ********

I am rejecting this response because:I was given a gift card for Babies R'Us in 2010. The gift card was purchased from a store in Puerto Rico. I tried to use the gift card in 2015. When the card wouldn't work, I called customer service and they said that the gift card had been deactivated. I sent an image of the gift card to their customer service e-mail and filed a complaint with BBB. Toys R Us responded to my complaint saying that the card was redeemed on 7/14/2010 at a store in Burbank, CA. I've never been to CA!!!! Clearly, Toys R Us made a mistake when they went back to check their records. For their reference, the number on my gift card is ***** **** **** ****". I called Toys R Us again and they told me that they need to call me back. Throughout this whole process, I have never received any call back or message from them. They must think that I will just go away and throw the $40 into the trash. Well I am not going away and will even pursue legal action if I have to. I sincerely hope that someone from their customer service department made a mistake with one of the numbers on my gift card and that they are not lying about the gift card's use to try to get out of refunding me my $40.



Regards,

****** *****

Business Response:

Please be advised we reissued a new gift card for $40 on 7/13 (Order #:******* The consumer was contacted and was satisfied with the outcome. We will take no further action.

Thanks,

Vanesa V*****
Coordinator, Executive Guest Services
*************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have been issued a full credit in the form of an eGift Card by the business in reference to complaint ID ********.  This resolution is satisfactory to me.


7/28/2015 Delivery Issues | Complaint Details Unavailable
7/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered something online through toys r us and they refuse to give me my order and shipped it to the wrong address and refuse to do anything about it. they wont refund my money or give me my product

Desired Settlement: i want either my money back now or my product i ordered.

Business Response:

Please advised we credited the consumer back to their original form of payment on 7/10/2015. Please see the email below we sent to the consumer. We will take no
further action.



Thanks,



Vanesa V*****

Coordinator, Executive Guest Services



Dear ******* ******



Thank you for

shopping at Toysrus.com and Babiesrus.com.



We have issued credit to your

original form of payment for the following item(s) from order #

***********



Item #: ********

Description: Crayola Disney Frozen

Activity Tub One Size

Quantity/Price: 1 @ $14.99

Status: Price

Adjusted/Credit Returned



Credit for returned item(s):



Subtotal:

$14.99

Sales Tax: $0.90

Total Credit: $15.89



Please note...

*

The reference number for this credit is *********

* Your credit should appear

on the original method of payment used to make the purchase within 5-7 business


days



If you would like to replace your returned item(s), simply visit our

website or contact our Guest Service Team at *************

***********



Thank you again and hurry back soon to see what's new at

Toysrus.com and Babiesrus.com!





Sincerely,



The Guest Service

Team

Toysrus.com and Babiesrus.com



PS: This is a notification-only

email, please don't respond to it. For answers to most questions about orders,

payment, shopping on our website and more, please visit the online Help section


of our website at

******************************************************************************************************


********************************************************************

7/27/2015 Delivery Issues | Complaint Details Unavailable
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7/27/2015 Problems with Product/Service
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7/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was in Trinidad due to the passing of my grandfather. I stayed a few months to help out my grandmother until a nurse was assigned to care for her while i'm here in the U.S back in December was a charge to my debit.card from Toys R Us, for a gift card I've never purchased. When I confronted them about it they just didn't even care about the situation and stress it's caused. I've called numerous of times I have chat and call records. It's unfair and this is why I don't shop here because this exact same thing just happened to a coworker of mine. They see.my card was used and they also see that I don't shop with them. I want my $50 back asap.

Desired Settlement: I just want my $50 refund.

Business Response:

Please be advised we have processed a credit back to the consumers original form of payment, **** **** ending in ****. We will take no further action.

Thanks,

Vanesa V*****
Coordinator, Executive Guest Services

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ****

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6/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered item # ****** Chelsea Downtown diaper satchel. They where running a promtion for 15% off with promo code ******* I also had a $5 "R"Us Reward. I used both and the website accepted both but I was charged for the full price of the diaper bag without the 15% being taken of, the 5$ reward was taken off. I have screen shots of the toys r us website accepting both the 5 dollars and 15% at the same time. When I contacted their customer service they told me that I should have read the terms and conditions. However their site crashed 17 time int he process of checking out and trying to read the terms and conditions. I would have saved my $5 dollar reward and used the 15% off if I would have know that i could not combine them. The full price of the diaper bag was 99.99 without any discounts.

Desired Settlement: Refunded for there difference of the 15%.

Business Response:

Please be advised we have processed a 15% off the order mentioned in the consumer complaint as a one-time courtesy. We do not combine offers when a consumer is placing an order online. A credit for $15.53 is going back to the original form of payment, a gift card ending in ****. We will take no further action.

Thanks,

Vanesa V*****
Coordinator, Executive Customer Service
*************

6/15/2015 Problems with Product/Service | Complaint Details Unavailable
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5/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company advertised that if we registered for our baby at their store we would receive 10% of the money back on a gift card that was purchased off our registry. This money was supposed to be emailed to us in the form of a gift card after 10 weeks of the birth of our child. He is now 7 months old and after several phone calls to the establishment, each time telling us it will be sent out in 7 to 10 business days, we still have never received the promised gift card. The last phone call I made I told them I wanted the gift card mailed to my house in stead of emailed and the someone contacted my wife and told her it will be here in 7 to 10 business days, today will be the 12th business day since that phone call and we still do not have the gift card.

Desired Settlement: My wife and I decided to register our items at this location specifically because of this money we would receive back. We planned on using the gift card to purchase the things that were not bought from our registry. Anyone with children knows that money can get tight when you have children. We planned on using this money to purchase items in the 3-6 month range in stead of money out of our own pockets, especially since it was around the holidays. We would really like to receive our gift card and an additional credit for all of my time we have wasted just TRYING to resolve this issue. We've spent over $300 more than we intended to get certain items for our child. This whole situation is ridiculous and it seems that no one is ever able to help us when we call. We will definitely advise all of our friends to register other places because no new parents have time for this nonsense.

Business Response:

Please be advised we have calculated the consumers registry earnings and have sent an e-gift card to the email on file. The gift card is in the amount of $140. We will take no further action.

Thanks,

****** ******
Coordinator, Executive Guest Services



Consumer Response: Complaint: ********

I am rejecting this response because: we should have received a lot more on the e gift card. I talked to there customer service about this problem and they have told me there is at least ten large items that were marked as paid but we never received credit for any of them.



Regards,

**** ********

Business Response:

Please have the consumer provide proof of purchase for the items marked off manually as purchased.

Thanks,

****** ******
Coordinator, Executive Guest Services

Consumer Response: Complaint: ********

I am rejecting this response because:

Here is some "proof of purchase" these 4 items shown were purchased from your store from friends and family. I also have "proof of purchase" for the remaining items that were "marked as purchased" but this email won't let me send more than 4 pictures.  Your endless earnings promotion says that we will receive our gift card 10 weeks after our child's due date. Our son is now 8 months old and I'm still trying to get our deserved money. The baby shower was one year ago in June and you expect me to call my family and friends and ask them for a receipt from something they bought almost a year ago. This whole situation is a horrible experience We  have an 8 month old son and  we both work full time jobs. I don't have time to call and complain about this anymore.

         
        I am rejecting this response because your company owes us ten percent back in the form of a gift card from the items you claim were "marked as purchased". 

Regards,

**** ******** 

Business Response:

Please be advised we need the receipt or purchaser information to search online orders in order to locate proof of purchase. We can't accept the consumers pictures of the items, there is no way of validating whether or not the item was purchased at one of our stores. We have sent the consumer a gift card for $140, after calculating the consumers qualifying purchases. We will take no further action and consider this case closed.

Thanks,

****** ******
Coordinator, Executive Guest Services

Consumer Response: Complaint: ********

I am rejecting this response because:

It shows on our baby registry that a friend or someone in our family has purchased these items.  They are MARKED AS PURCHASED. I don't know how much more evidence you need. There is no way these people who bought the items for us would have known what we wanted unless they bought them from our registry. Your promotion claims that we would recieve our gift card when the baby turned 10 weeks old. My son was 8 months old when we finally received the gift card after numerous phone calls to your business. So now your asking me for receipts from almost a year ago from stuff that other people bought for us. I probably could have came up with receipts when my son was 10 weeks old but it took you guys way too long to get my gift card and have me figure out that it's not the correct amount. I feel that babies r us is responsible for finding the receipts in their computer system. I don't know if you know how a baby registry works but this is how it happens... The parents go into your establishment they are greeted by an associate. They set up an accounts or us, show us how the scanner works and tell us about the 10% back promotion. After that we pick out thousands of dollars worth of stuff at your store that we plan on needing once the baby arrives. Then the parents send out invitations to every one with a card inside that says shop at babies r us everything we want is there on our registry. So our family and friends go to your store and go to either the front desk or the kiosk and print off our registry. They pick out an item and bring it up front to pay, the cashier asks is this on a registry and they say why yes how else would I have know what to get if it were not on a registry. So then the cashier marks it off our registry so no one can buy two of the same item. So with that being said I don't see how these items that we didn't get credit for is our fault one bit. We have no ability to "mark items as purchased" nor do I know how. This has gone way too far and I can't believe it's still not resolved. We're not even the only people this has happened to. This case is not closed nor will it ever be unless this is resolved.


Regards,

**** ********

5/26/2015 Problems with Product/Service | Complaint Details Unavailable
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5/22/2015 Advertising/Sales Issues | Complaint Details Unavailable
5/22/2015 Problems with Product/Service
5/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased an online gift card for my nephew a year ago. We have never received an email containing the gift card information. We have called multiple times and keep getting promised the email. They have also promised a phone call but that has never happened. Not sure why they would want to call. I asked about getting a physical card and they said they cannot do that either. Product_Or_Service: Online gift card

Desired Settlement: DesiredSettlementID: Refund A refund of our money or a physical gift card.

Business Response:

Please be advised we have sent a physical gift card with tracking number ************ via ***** as of 5/14/2015. We will take no further action.

Thanks,

****** ******
Coordinator, Executive Guest Services
*************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  it's sad it had to come to this. Thank you BBB. 

Regards,

**** ********

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5/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My issue is reguarding a registry I made with the company. When signing up for the registry I was guaranteed 5% cash back for the first $300 and 10% cash back beyond $300, via eGift card, for all purchases made from the registry. The advertisement claimed that 10 weeks after your due date that an eGift cart would be sent via email. After 4 months had passed with no sign of a gift card, I contacted the company's customer service by email. They responded by telling me they would have a resolution in 10 days. Over the next 2 months I sent more emails requesting a response and have not received an answer.

Desired Settlement: My desired outcome is for the company honor the terms that they advertised. I want the eGift card that was promise for the registry items that were bought.

Business Response: Please be advised we have calculated the consumers registry earnings and have sent, to the email on file, an e-gift card for $90. We will take no further action.

Thanks,

Vanesa V*****
Coordinator, Executive Guest Services



5/2/2015 Delivery Issues
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4/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I called the customer service on 03/05/2015 in regards to a 20% coupon for rewards members that I was notified about in store. I reluctantly shopped with this company again after a incident this past holiday season. I recently shopped 2 separate days in store spending $352.21. When I called customer service to inquire about my coupon, I was told I didn't qualify because I have not signed into the website. I learned at that time that I signed up for the program in 2008. Here we are 7 years later of shopping with the company and not getting my due rewards. I requested at that time that I be contacted. No one ever called me. .

Desired Settlement: I would like 20% from my purchases.

Business Response:

Please have the consumer provide their Rewards Number so we can further research.

Thanks,

****** ******
Coordinator, Executive Guest Services


Consumer Response: Complaint: ********

I am rejecting this response because:
My rewards number is *************
 Receipts are ****************** and ***************** from ** **** **
on 03/05 my reference number from Toys R Us *************

Regards,

****** *******

Business Response:

Please be advised we have researched the consumers account and see that they have a $10 Reward coupon available for use at this time. Please have the consumer log into their Rewards account. We will take no further action.

Thanks,

****** ******
Coordinator, Executive Guest Services

Consumer Response: Complaint: ********

I am rejecting this response because: That $10 is what I have earn from the THREE HUNDRED FIFTY-TWO DOLLARS AND TWENTY ONE CENTS I just spent in your store.  I am asking for a credit towards those purchases which at that time was 20%.   I have spent MONEY for at least SIXTEEN YEARS with this company without any reward to me.  The program, like previously stated, I have been in since 2008. I am just being notified in 2015 of additional things that should have happened.  TOY R Us have dropped dropped the ball AND let me down as a customer. It's a shame I had to get any response from the company through another. Being there is no further response from your company, I will take my business else where for my 4 children 16 and under as well as for my many friends and family.



Regards,

****** *******

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4/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order with Toys R Us (#**********) on 2/20/15 for a swingset. The item was delivered by an outside shipping company on 3/5/15. The delivery man took the pieces out of the box while in his truck, threw the pieces of the swingset from the back of a truck and left them in a pile in my driveway. The item was obviously now damaged, so I called Toys R Us support on 3/9/15 to request a replacement item. I was told to wait 7-10 business days for a call back. I never received a call back. When I called on 3/17/15 I was told a replacement request was never made and they would have to reprocess. After waiting for an hour on the phone, the rep gave me a $20 coupon code for my trouble - this was no consolation after what had already happened. At this point, I still have a pile of damaged swing set pieces for almost 2 weeks blocking my garage. The replacement item was delivered on 3/26/15, but the delivery company did not take the old item. I chatted with one of the support reps on 3/27/15 and was told to keep the replacement item if the shipping company does not take it. So I then took all of the original swingset pieces down into my basement to store. On 3/29/15 I get an email from Toys R Us saying the item needed to be returned!! So I again called support on 3/29/15 and was told a return request was now being made and I would receive a call back with pick-up details within 24 hours. So I go down to my basement and drag all of the swingset parts back into my driveway for pickup. 24+ hours later and I did not receive a call. I just called the support line again and was given no useful information. I was told to just keep waiting for a call back. This company has been an extreme inconvenience (mentally and physically) to me and my family for over a month, with no end in site. They should be repremiaded for such inferior support practices.

Desired Settlement: After all of this trouble, the least they could do would be to refund part of my purchase price. I would also accept keeping the original item so I can use it for replacement parts.

Business Response:

Please be advised we processed a credit back on to the consumers original form of payment for $50. Please see the email sent to the consumer below. We will take no further action.

Thanks,

****** ******
Coordinator, Executive Guest Services
*************

Dear ******** ********

Thank you for shopping at Toysrus.com and Babiesrus.com.

We have issued credit to your original form of payment for the following item(s) from order # ***********

Item #: ********
Description: Little Tikes Tree House Swing Set One Size
Quantity/Price: 1 @ $50.00
Status: Price Adjusted/Credit Returned

Credit for returned item(s):

Subtotal: $50.00
Sales Tax: $3.50
Total Credit: $53.50

Please note...
* The reference number for this credit is *********
* Your credit should appear on the original method of payment used to make the purchase within 5-7 business days

If you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at ************* ***********

Thank you again and hurry back soon to see what's new at Toysrus.com and Babiesrus.com!


Sincerely,

The Guest Service Team
Toysrus.com and Babiesrus.com

PS: This is a notification-only email, please don't respond to it. For answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at ********************************************************************a=******************************** ********************************************************************

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4/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Went to store and purchased item on 2-14-15. My total amount of purchase was 197.79 and paid with my debit card. They were having problems that day and swiped my card three times and when I got my bank statement, I noticed that they charged me three times for one transaction. I called several times and they assured me they were aware of problem and were going to issue a refund. This has never happened and they are giving me the run around. I would like to be reimbursed for the two extra transactions they charged me as soon as possible. Store Manager never returned my phone calls and every time I called I had to repeat my story over and over.

Desired Settlement: refund me what is owed to me.

Business Response:

Please be advised we have sent this to the appropriate District Manager for handling.

Thanks,

Vanesa V*****
Coordinator, Executive Guest Services

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Additional Notes

Complaint: I purchased the hello kitty city cruiser scooter over the phone. i drove for an hour to pick it up because i live in ******* **. the scooter was a christmas gift for my daughter so i waited until the day before christmas eve to take the scooter to a toyrus here in ******* to have them assemble it. i get a call on christmas eve and they said that the scooter is unsafe to assemble its rusty and that it look like someome had previously owned the scooter and return it to the store.They told me that their was nothing that they could do for me i had to return it to the toysrus that i purchased it from. So i called the toysrus i got it from and they were really rude and told me that they were not going to allow me return the scooter because the i purchased the scooter in november and it was pass the 30 day return policy. when the reciept says 90 days. The toysrus here in ******* called and explained to them that the box was unopened when i dropped it off to be assembled. the manager was really rude had no customer service skills the day before christmas and couldn't explain to me the reason why if i purchased the scooter there and clearly hadnt used it why wouldnt they return it.basically he said that i was out of the $200 that i had spent on the scooter because i should have opened the box and checked it out when i got it home. I explained to him that i did not buy the scooter from a rummage sale so i did not think i needed to open and inspect a toy that i thought i was buying brand new from a name brand toy store.

Desired Settlement: I would like to return the scooter for a refund or to have the scooter replaced

Business Response:

Please be advised we need the exact store where the scooter was purchased to refer it to the appropriate District Manager.

Thanks,

****** ******
Coordinator, Executive Guest Services

Consumer Response: Complaint: ********

I am rejecting this response because:The toys r us I purchased the scooter from is the the one **** ***** **
********* ** ***** Sent from my iPhone



Regards,

****** ********

Business Response:

Please be advised we have sent this to teh appropriate store manager.

Thanks,

****** ******
Coordinator, Executive Guest Services

Consumer Response: Complaint: ********

I am rejecting this response because:
 Their was no resolution offered
Regards,

****** ********

Business Response:

Please be advised the District Manager stated he spoke directly to the consumer who welcomed her back into the store. The consumer received a full refund as well as $100 off her purchase as well as free assembly. We will take no further action.

Thanks,

****** ******
Coordinator, Executive Guest Services

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ********

4/2/2015 Problems with Product/Service | Complaint Details Unavailable
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4/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Back in December for Christmas I had a layaway from your company. You could not fulfill the order and I was sent an e gift card. I am at the end of fighting with customer service because this gift card will not work. You 1800 staff and all the managers are not helpful and they are very rude. One person was nice to me and I was told that I new card needs to be reissued because this card was part of a bad batch of gift cards. That person was really nice and helpful with everything. She told me that she can see the balance on the card, but it wont let me use it on the website to order the toys that you have back in stock. I do not understand this, but contacting the BBB is my last option. I have no clue how to get my money back and I just want it refunded. The gift number is **************** and the pin number is ****. Can someone please help me so I can get my money back. Thanks, *******

Desired Settlement: please issue a different gift card. I want to use it on toysrus.com. Some of the toys that I had ordered are now available again.

Business Response:

Please be advised we see that the gift card was redeemed in store **** on 12/21/2014 in *********** ***

Thanks,

****** ******
Coordinator, Executive Guest Services

Consumer Response: Complaint: ********

I am rejecting this response because:

I never cashed anything in.


Regards,

******* ******

Consumer Response: Complaint: ********

I am rejecting this response because: they said that but I never cashed it in. I looked up the store number online and that's about 45 minutes away from my house. I disputed through my carf company. Thank you 



Regards,

******* ******

4/1/2015 Advertising/Sales Issues | Complaint Details Unavailable
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Additional Notes

Complaint: I opened Babies r Us registry # ******** on August 9 2014. Babies R Us promised 10% back on all registry purchases with no limits. I gave birth on October 28, 2014 and I still have not received my Endless Earnings rewards. The Endless Earnings are supposed to be emailed 10 weeks after my baby’s due/birthdate and it is now 4 months after and I have yet to receive anything from ToysRUs. I started contacting Toysrus regarding the missing earnings on January 13, 2015. I received a ticket number ************* on January 17, 2015 and a response on January 18, 2015 starting that I will receive the egift card in 3-5 business days. I have not received anything and have called Toysrus multiple times to have this issue resolved. I have called customer service at least 10 times regarding this issue. They can only communicate with the escalation department by email and cannot provide any numbers so that customers can call the escalation team directly. Two different escalation representatives have called me back personally in January and February offering their apologies and assuring me that I will receive the giftcard in 7-10 days. I have yet to receive anything. I PLEADED with the representatives that I wanted to take advantage of the TRADE IN PROMOTION that was to expire on February 15th and their assured me that I would receive the Endless Earnings in time to use it for the Trade In. I missed the cut of date and I am beyond upset that a company as enormous and Toysrus has such a inept escalation process and cannot resolve this issue after 3 months of me calling their service department.

Desired Settlement: I want the Endless Earnings rewards gift card that I was promised when I registered at Babies R Us and I want a 25% discount coupon for the trade in promotion that I missed due to the ongoing issue.

Business Response:

Please be advised we are recalculating the consumers registry.

Thanks,

Vanesa V*****
Coordinator, Executive Guest Services

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Additional Notes

Complaint: I did an online layaway with Toys R Us. The order was placed and paid for on time. When the order arrived it was missing 2 items (Banana Blooper and Shark Exhibit). I received an email stating the Banana Blooper was shipped on Dec 12 ***; it is not Dec 17. Of course, that tracking number does not work and no one can find the correct tracking number. When I spoke with customer service, she told me she couldn't find the correct tracking number and the Shark Exhibit was not shipped at all and it is in stock, when I asked her why wasn't it shipped, she said she didn't know why it was shipped. Customer service then tells me the Banana Blooper is not in stock and she does not know when the Shark Exhibit will be shipped. This order should have been shipped with everything in the box since the one order was placed listing everything. Also, I had to place a $49.00 or more order to get the free shipping. Layaway number - *************, order number - **********.

Desired Settlement: I want the Shark Exhibit and the Banana Blooper shipped NDA at no cost to me since this it totally their fault and I want it before Christmas.

Business Response: Please be advised the consumer was shipped the Shark exhibit and shows as delivered on 12/22. The banana blooper item will be credited back to the consumers original form of payment. We will take no further action.

Thanks,

****** ******
Coordinator, Executive Guest Services
*************

Consumer Response: Complaint: ********

I am rejecting this response because:  I have not received credit to my credit / debit card as of January 6, 2015.



Regards,

****** ****

Business Response:

Please be advised our records indicate the consumer was credited back to their original form of payment on 12/23/2014. We will take no further action.

Dear ****** *****

Thank you for shopping at Toysrus.com and Babiesrus.com.

We have issued credit to your original form of payment for the following item(s) from order # ***********

Item #: ********
Description: Fisher-Price Thomas & Friends Take-N-Play Smelly Scruff Die-Cast Engine One Size
Quantity/Price: 1 @ $5.99
Status: Price Adjusted/Credit Returned

Item #: ********
Description: Fisher-Price Thomas & Friends Take-n-Play Whiff's Banana Blooper One Size
Quantity/Price: 1 @ $11.99
Status: Price Adjusted/Credit Returned

Credit for returned item(s):

Subtotal: $17.98
Sales Tax: $1.44
Total Credit: $19.42

Please note...
* The reference number for this credit is *********
* Your credit should appear on the original method of payment used to make the purchase within 5-7 business days

If you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at ************* ***********

Thank you again and hurry back soon to see what's new at Toysrus.com and Babiesrus.com!


Sincerely,

The Guest Service Team
Toysrus.com and Babiesrus.com

PS: This is a notification-only email, please don't respond to it. For answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at ****************************************************************************************************** ********************************************************************

Thanks,

****** ******
Coordinator, Executive Guest Services

Consumer Response: Complaint: ********

I am rejecting this response because: Toys R Us did  not credit my original form of payment; they emailed me a Toys R Us gift card.  I have not used it and do not plan to use it.  I did not pay for the order with a gift card, I used my debit card.  They need to cancel the gift card and credit my bank  debit card.



Regards,

****** ****

3/14/2015 Billing/Collection Issues | Complaint Details Unavailable
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3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a *********** * *at the store on **** ******** ** *** **** **** on 2/12/15, I asked about the free game download that was supposed to come with the console and was told to call ****. I called **** and was told that Toy R Us was supposed to have given me a voucher code on my receipt. I called the store 3 times and left messages each time. I even tried the extension for the general manager and got hung up on. I never got my voucher or game and now I'm not getting the proper customer service either. This is truly unfair.

Desired Settlement: I would like my free game as advertised and as the sales associate told me. This is only fair and as a customer I would expect to get what I pay for.

Business Response:

Please be advised we will have someone from the store team reach out to the consumer.

Thanks,

****** ******
Coordinator, Executive Guest Services
*************

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2/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two Kurio tablets and the "Buyers Protection Plan" online on 11/9/2014. The reviews on the TRUS website seemed favorable, but after further research I decided to purchase iPads instead. On 12/21/2014, I returned the unopened package to TRUS store #6332 and was issued a refund of $230.54. Since the charge to my credit card had been $270.52, I questioned the discrepancy and was told that "shipping is non-refundable". I knew that the shipping charge was not $40, so I asked to speak with a manager and was told that no one was available. The cashier insisted that I go home and contact 1-800-ToysRUs for assistance. I was unhappy but called the number as instructed, and was connected to a customer service agent who clueless as to why I would be calling her in regards to this matter. Eventually she concluded that I should have been refunded an additional $29.99 for the "Buyers Protection Plan" and stated that a credit would be issued to my card; she supplied reference number (This form will not let me submit reference numbers). When my next credit card statement failed to reflect the credit I was promised, I called TRUS online customer service at 1-800-869-7787 on 1/6/2015. The customer service agent looked up my order, stated that I should have been credited $29.99 and promised to fix the issue. She supplied Reference number. Unfortunately, my current statement still does not reflect a credit so I contacted TRUS online again last week. This time, the agent I spoke to stated that I would have to contact the Buyers Protection Plan directly in order to receive a refunded and then disconnected the call! When I called the BPP customer service number, the agent stated that TRUS would have to issue the refund and that I needed to contact "Upper Management ". I hung up and immediately emailed all of this information to the TRUS Corporate "Contact Us" address. On 2/6/2015, I received an email from "Juan 3398" stating that even though I had returned unopened merchandise, the BPP was non-refundable!

Desired Settlement: I would like the $29.99 charge for the Buyers Protection Plan, plus any associated interest charges, refunded to my credit card. How can I be required to pay for an extended warranty on devices I returned? Please note that I can supply all the reference numbers mentioned above- I tried to submit them, but got an error message saying "no social security numbers allowed!"

Business Response:

Please be advised we credited the consumer for $29.99 back to their original form of payment. We will take no further action.

Thanks,

****** ****** ************ ********* ***** ******** *************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ********

2/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid of a layaway for Christmas on Dec. 11,2014. On December 13,2014, I recieved an email from the company telling me that could not fulfill my order and that it was cancelled. Christmas is 6 days away and they wont or havent issued a refund to me yet. Ive called the customer service lines numerous times to get a resolution on this and I keep getting the run around from them . 3 seperate managers have promised that they will call me back, and numerous customer service reps have told that this would be completed by Wednesday December 16,2014. They have taken the money out of my checking account and havent issued a credit back to me. I've been waiting for a response from the company and how long because I need to go out and attempt to find the toys that I have paid for already for Christmas, and so far I havent had any luck in finding them. All I want is a credit issued or for them to send me the toys that I have already paid for,

Desired Settlement: Give me the toys or creidt before 12/18/2014 that I have paid for.

Business Response:

Please be advised we have sent the consumer 2 gift cards, one for $431.66 and one for $68. The consumer can visit their local store and have the funds swapped from their gift cards to their original form of payment. We will take no further action.

Thanks,

****** ******
Coordinator, Executive Guest Services
*************

Consumer Response: Complaint: ********

I am rejecting this response because:
I went to two different stores and was given the same response at both stores. The gift card is invalid. I went to the Robinson store and the store on McKnight Road. The one person at the McKnight Road Store was very rude and unprofessional. Even made a comment I love how we have to fix every divisions mistakes and accidents. She also told me that it's best that your office mail me a check for the amount because they never this much cash. I've wasted gas, time and energy on this situation. It's now almost a month and a half past christmas and I am still fighting with your company over something this. It's bad enough that you ruined my kids christmas and now it's just a run around. Very poor and unprofessional. 


Regards,

**** ******

Business Response:

Please be advised the District Manager for the appropriate store informed us the consumer was credited to their original form of payment. We will take no further action.

Thanks,

****** ****** ************ ********* ***** ******** *

Consumer Response: ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** ******

2/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We bought a Lil Scholar Tablet pink throiugh TOYSRUS during thanks giving Sale. the tablet had battery issues. When we took it back to the store, we were asked to approach the vendor(Schhol Zone) for a replacement. We shipped the tablet at our expenses, for which they provided some educational app. But the second tablet has the same issue charging and discharging issue. We contacted the vendor again and they now requested us to approach TOYSRUS to return the tablet. We contacted customer service and they opened a TOYSRUS reference#************** and asked to approach the store as it was bought from the store. The store#9274 did not help me at all just kept say the return date for tablets is 15 days even if its defective. The store was extremely rude and refused to find any amicable solution. I called customer service again and then they said they will talk to the store to find a solution. Next day, which was on 02/10 the flatly told me sorry we cannot do anything and flatly said its outside the 15 day window. THEN WHY DO ALL THIS SONG and Dance....WORST CUSTOMER SERVICE EVER...... I am now reaching out to the vendor who says they cannot return money but can give me another tablet.

Desired Settlement: I would like the price of the tablet and shipping back roughly 150 $ and my 3 months of pain and hassle......NEVER SHOP AT TOYSRUS.. especially electronics.

Business Response:

Please be advised I will send a return label to the consumer and once the tablet is received we will provide a refund in form of an e-gift card.

Thanks,

****** ****** *********** ********* ***** ******** *************

Consumer Response: ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as I  do not have  to follow up to get the return label.

Regards,

******* *****

2/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 4 physical plastic gift cards to Babies R Us (a branch of Toys R Us) on January 6th of 2015 off of the website. I asked for them to be sent to me, at the address I provided to you, so that I could give them out during a baby shower to the families. 3 gift cards were in the amount of $300 ($900 total) and 1 gift card was in the amount of $600. In total, I paid $1500 for gift cards. This is the link to the order: http://www.toysrus.com/checkout/index.jsp?o=3041501447&c=4886634957 This is the order number: ********** These are the item numbers for the gift cards: ******* ******* ******* ******* ******* ****** *** ******* ******. In addition to the 4 cards, I purchased 5 total outfits (5 babies total, 2 are twins so 4 individual families receiving gifts.) Either way, it is none of their business who I bought the gift cards for or why I bought them, even though they asked me several times to explain the amounts. I received an email confirmation that these things were purchased. I later recieved a charge on my expense report for $1611.99, which included the gift cards and the outfits, tax, shipping, etc. When we eventually found out that none of the cards had any money loaded onto them (some found out after they had tried to purchase things at the store, some found out by calling and checking the balance), I called Customer Support. They gave me a reference number of **************. They promised someone would follow up within 5-7 business days. Over a week later, when no one had returned any phone calls, I called again. They opened up the reference number, had all of the gift card numbers, knew the problem, and said someone would call within 48 hours. I gave them a different number to call me on which was ************ and explained that I would be out of the office and that was my cell and they could call me at anytime. This person also told me to email contactus@toysrus.com, which I did twice. I've called multiple times, no answer. I just want a refund.

Desired Settlement: I want a refund and an apology for how much their customer support does not help whatsoever. I tried calling corporate, I left a message. Ive done everything I could to try to resolve this. It has been about a month. Ive recieved nothing but empty promises, and its exhausting. I want the $1500 they owe me and an apology from someone who controls customer support.

Business Response:

Please be advised we processed a credit on 2/18/2015 for $1,500 that will be returned to the AMEX ending in ***** We will take no further action.

Thanks,

****** ****** ************ ********* ***** ******** *

Consumer Response: ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******

2/23/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The babies r us in Hulen tx has online a Joovy Caboose Stand-On Tandem Stroller - Black online advertising a price of $149.99 however they very rudely told me that I was wrong even after they looked it up on their on website on her office computer. The lady manager went on and on about how it was not the same product. Clearly it was correct item after spending all day researching this stroller I found not any thing different about her "claim" of different. So then I figured I would be able to price match it at least from Amazon sold by and shipped by Amazon not the Amazon marketplace I know their price match policy by heart since I have 5 boys and 13!other kids in my family we spend at least $1000 a month there. I could not help to continue asking her what the problem was and she keep coming up with new ways to say NO. I know this is a violation of their policy We will match prices from selected online competitor websites, including ************ *********** ************ ********** ********** *************** *********** ************** ************ ************** ******** *** ********** **** ********* *********** pricing).We will match Toysrus.com and Babiesrus.com online pricing in our stores, except for online-only prices.Items purchased must be identical to the items advertised (e.g., brand or size). *********************************************************

Desired Settlement: ****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** ****** *** ****** ****** ***** ***************************************************************************************************************************************************************************I simply wanted a new stroller to take with us on our family vacation to Disney world Thank you for listening to this long email Best wishes and happy holidays God Bless the hands family

Business Response:

Please be advised we have sent this complaint to the appropriate store mentioned in the complaint. The store will be in contact with the consumer.

Thanks,

****** ****** ************ ********* ***** ******** *************

Consumer Response: ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *****.  I just wanted a price match on the joovy stroller for my kids

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2/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Babies r us was offering endless rewards for baby registries. Money was supposed to be given 10 weeks after your due date. I have emailed and got no reply, called and the rep told me she didn't know why I didn't get my money, I have also private messaged on ******** and on December 18th I was told I should have got my money and they would forward my message to their registry team. Still no reply and I even sent another message. Awful customer service!!! Their ******** **** is full of complaints about customer service!

Desired Settlement: I want my endless reward money!

Business Response:

Please be advised the consumer does not qualify for Endless Earnings or Sweetest Registry Deal as her registry, ********, was created on August 5,2013. Any registrant that opened a registry between September 16,2013 and March 31,2014 qualified for the Sweetest Registry Deal and anything starting April 1, 2014 was entered in the Endless earnings deal. The consumer does not qualify for either of the deals. Please visit our site for terms and conditions for both deal, http://www.toysrus.com/shop/index.jsp?categoryId=21943426&ab=BRU_SweetestRegistryDeal:21943286:TermsandConditions:Registry .http://www.toysrus.com/shop/index.jsp?categoryId=32728226&ab=BRU_EndlessEarningsExistingLP:22729406:EndlessEarningsTCsLP:Registry
We will take no further action.

Thanks,

****** ******
Coordinator, Executive Guest Services
*************

Consumer Response: Complaint: ********

I am rejecting this response because: That was an old registry I created and lost my baby. I became pregnant again in January 2014 and found out the sex of my baby on May 12,2014. When I went to babies r us I was told all I had to do was change my due date on my registry and would in fact qualify for endless rewards. This was told to me by your employees who run the registry desk!! 



Regards,

**** *******

Business Response:

Please have the consumer provide the store where she was provided the information regarding the change of her due date. We will need to work with the appropriate District Manager.

Thanks,

****** ******
Coordinator, Executive Guest Services

Consumer Response: Complaint: ********

I am rejecting this response because:

Babies r us store was the one on Houston road in Florence, KY

Regards,

**** *******

Business Response:

Please be advised we have directed this complaint to the appropriate store mentioned by the consumer. The store team will contact the consumer.

Thanks,

****** ******
Coordinator, Executive Guest Services
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Additional Notes

Complaint: i ordered a 6volt spiderman quad for christmas and recieved a drum set. this was in noveember of 2014. i called them and made them aware of this then they sent me a return ups shipment label to send it back. which i did. i did recieve my spider man quad but was charged twice for this.12/2/2014 & 1/5/2015. I have on several occasions talk to the customer service and get a diff story each time. mind you it was $52.99 i was charged. this is the worse customer service i have ever had ordering something on line. i will never order from toy r us again. it is now January and still have not recieved my credit back.

Desired Settlement: i would like $52.99 put back into my checking account.

Business Response:

Please be advised we have credited the consumer on 1/20/15. Please see the email below that was sent to the consumer. We will take no further action.

Thanks,

****** ******
Coordinator, Executive Guest Services
?Dea* ***** *********
Thank you for shopping at Toysrus.com and Babiesrus.com.

We have issued credit to your original form of payment for the following item(s) from order # ***********

Item #: ********
Description: Dynacraft Spider-Man 6V Quad One Size
Quantity/Price: 1 @ $49.99
Status: Price Adjusted/Credit Returned

Credit for returned item(s):

Subtotal: $49.99
Sales Tax: $3.00
Total Credit: $52.99

Please note...
* The reference number for this credit is *********
* Your credit should appear on the original method of payment used to make the purchase within 5-7 business days

If you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at ************* ***********

Thank you again and hurry back soon to see what's new at Toysrus.com and Babiesrus.com!


Sincerely,

The Guest Service Team
Toysrus.com and Babiesrus.com

PS: This is a notification-only email, please don't respond to it. For answers to most questions about orders, payment, shopping on our website and more, please visit the online Help section of our website at ***************************************************************************************************** ********************************************************************

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Additional Notes

Complaint: On 12/19/2014 at 2.22pm I ordered an ****** ****** for my grandson for Christmas. The shipping time was stated 2-5 business days. On 12/23/2015 at 9am I recieved a email stating that my order was just shipped and it would be delivered in 3-8 business days. I spoke to a customer service person on 12/23/2014. She was very polite but she did not address my situation to my satisfaction. I requested a supervisor but amazingly none were available at that time. I had purchased a pink tablet for my grand daughter at the local toys r us store. The blue tablet was out of stock, so I ordered it on line. Christmas is tomorrow and now I have to explain to a six year old why his cousin has her gift but he didn't get one. If toys r us cannot honor their shipping commitments,they should notify the customer in a timely matter.

Desired Settlement: As stated above. The store should inform customers timely of their inability to meet their commitments.

Business Response:

Please be advised I have reached out directly to the consumer to further assist as I can not locate an order for the consumer.

Thanks,

****** ******
Coordinator, Executive Guest Services
*************

Consumer Response: Complaint: ********

I am rejecting this response because:
I forwarded the order number on 01/16/2015 at 5:35am


Regards,

***** *******

Business Response:

Please be advised we are contacting the consumer on 1/30/2015. We will provide a resolution.

Thanks,

****** ******
Coordinator, Executive Guest Services

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

***** *******

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Additional Notes

Complaint: On 3 seperate occassions, Toysrus online and over the phone with customer care has processed payments for ordered that have never been completed. I call repeatedly to have this resolved and have to wait for a week to get my money back thus missing out on any sale prices with no compensation for the error on their end but an apology and a promise i will get a call back to resolve the issue. I never get a call back and when i call back they have no record of my call.

Desired Settlement: I need the items i ordered at the sale price or items like what i ordered at those same prices.

Business Response:

Please be advised we have no orders in our system. What the consumer is seeing on her account are authorization holds and will be removed in 7-10 business days. Please have the consumer contact us if they are still seeing the holds. We will take no further action.

Thanks,

****** ******
Coordinator, Executive Guest Services

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Additional Notes

Complaint: On Dec 6th I ordered an item and I have a Printed confirmation that the item is in stock and being shipped between the 10th and the 15th. Now this past weekend I start getting emails the item is not available and will not ship. When I call customer service I cannot get anyone on the phone and I cannot cancel the order . I WANT SOMEONE to cancel this order and correct your budiness practices!

Desired Settlement: DO NOT BILL MY Credit Card! And I do want an apology!

Business Response:

Please be advised that the package was delivered on December19th.   If the customer wishes to get  a refund on the item they would have to return it and we would give them a full refund.    We will not take any further action.


Thanks

****** ******
Coordinator, Executive Customer Service
*************

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Additional Notes

Complaint: Put an item on Lay a way on Sept. 13th 2014. Made payments every two weeks. Made last payment on Lay a way on Nov. 17th of $17. On Nov. 18th Lay A Way was canceled by Toys R Us. I never authorized the cancel nor was I notified of the cancelation. Called Customer service and spoke to a representative wondering why my product was canceled and where my money was that I had paid. Again, received no emails stating the item was canceled. I was suppose to received an email within 48 hours of the cancelation as well as a refund of $65.95. On Dec. 2nd I have yet to receive the refund nor an email. Called customer service yet again and was told I would receive the refund immediately and to no dismay there has been no refund issued.

Desired Settlement: I want/deserve an immediate refund of the entire amount. I want the refund back on my debit card and NOT in a credit to Toys R Us. I will not be doing business with them ever again.

Business Response: Please be advised we sent the consumer an e-gift card for $55.96 on 11/20/2014 as a refund for the cancelled layaway. The consumer can visit their local store and have the funds moved to their original form of payment. We will take no further action.

Thanks,

****** ******
Coordinator, Executive Guest Services
*************

Consumer Response: Complaint: ********

I am rejecting this response because: the total should be $65.95 and I have never received any payment from toys r us.



Regards,

*********** ******

Business Response:

Please be advised when a layaway is cancelled a $10 charge is deducted from the total amount paid. We have sent, to the email on file, a $66 e-gift card, Order Number: *****, that can be taken to the consumers local store for a refund onto her original form of payment. We will take no further action. 

Thanks,

****** ******
Coordiantor, Executive Guest Services
 *************

Consumer Response: Complaint: ********

I am rejecting this response because: Toys R Us has NEVER submitted me my refund. I do not want to take legal action but if it is necessary than so be it. I started paying on our lay a way back in September of 2014. Toys R Us chose to cancel the lay a way in November of 2014. I have spoke to three representatives and have filed a complaint and have yet to receive our money. This needs to be taken care of now. 



Regards,

*********** ******

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Additional Notes

Complaint: I started a baby gift registry with babies r us with the promise of a gift card totaling 10% of the purchase amount off of the registry. The gift card was promised to be sent to me 10 weeks after my listed expected due date of August 20, 2014. I have not recieved this card to date. I have attempted contact via email, online chat, phone calls, and in person at the ********** ** location. No one has corrected the issue or even contacted me back.

Desired Settlement: I expect my originally promised gift card to be delivered to me.

Business Response:

Please be advised we are calculating the consumers registry earnings and will follow up with her on 1/16/2015 with the correct amount.

Thanks,

****** ******
Coordinator, Executive Guest Services
*************

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Additional Notes

Complaint: When making a purchase from Toys R Us back in November their website took money off of my gift card in the amount of $86 but when my purchase went through the money was taken off the card BUT NOT APPLIED TO MY ORDER. They have been promising to put this money back onto my gift card but the balance in still zero. I have called 4 times and emailed twice yet the balance is still $0.00. I have been told it will be handled in 3-5 business days each time, with no success.

Desired Settlement: I am only requesting SOMEONE at Toys R Us actually handle this and put the money back onto the card OR SEND A NEW CARD.

Consumer Response:

 

I was contacted by Toys R Us and this complaint has been handled, thank you.
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ****

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Additional Notes

Complaint: I ordered an Imaginaium 55 piece train table on Friday 11/28/14 for the price of $39.99. My credit card was charged And I received an email confirming my order. Five days later, on Wednesday 12/3/14 I received an email stating that my order had been cancelled. No reason was given. I called customer service on Thursday 12/4/14 and spoke with a girl who identified herself as *****. She explained that the item was out of stock. I told her that didn't seem fair since I was able to order the item and was charged. She placed me on a long hold and then told me she found one in stock and would be sending it. She said I would receive a confirmation email in 1-2 hours. I never received an email, so I called back today, 12/5/14 and found out that there was never one in stock, and the customer service representative never had any intention of sending one. I then spoke to a supervisor and was told that I could get one of the train tables in 30 days, but in would have to pay full price since the price had gone up. She also offered me a $10 off coupon for my next purchase and it would have to be used within two weeks, but it declined the offer. I am very disappointed in how Toys R Us lied to me.

Desired Settlement: For Toys r Us to update their online ordering software so that customers aren't ordering out of stock items. Also if they are out of stock, consumers need to be notified sooner than the following week. Also, that their customer service representatives stop making false promises.

Business Response: Please be advised we have sent the consumer a $10 code off another item in our store. We also sent out an additional $40 code that can be used online or in store to purchase anything we have available.

Thanks,

****** ******
Coordinator, Executive Guest Services
*************

Consumer Response: Complaint: ********

I am rejecting this response because:

I never received either a $10 off offer, or a $40 off offer. The last communication I had from Toys R Us was the email stating they cancelled my order. 



Regards,

******** *********

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Additional Notes

Complaint: I ordered a Wii U bundle on sale through Toysrus.com on November 27, 2014. I received an email on December 3rd 2014 saying that there has been a delay with my order and "We want to assure you that we are working diligently to process your order and expect to have it shipped on or before 12/08/2014." I received another email today (December 05, 2014) saying that the items in my order are "unavailable" and that the order was cancelled. I called customer service and ****** (reference number ******-******) told me that there was nothing they could do and said that her supervisor was not taking calls on the issue at the moment. I asked if they could change it out for another Wii U bundle that they offered and she said no. This is not the first time that this has happened to me when dealing with toys r us and I decided it was time to file a complaint with the BBB.

Desired Settlement: I think that Toys R US should have offered to switch out the bundle that I ordered that they no longer had available with a different bundle that they had in stock.

Business Response:

Please be advised due to no stock on the Wii U Bundle we sent the consumer a $100 promotional code that can be used in stores or online. We will take no further action.

Thanks,

****** ******
Customer, Executive Guest Services
******-******

Consumer Response: Complaint: ********

I am rejecting this response because: what the business is saying is simply not true.  They sent me a $10 promotional code that was a non-working code.  Also they gave no reasoning as to why they could not substitute the out of stock item for a similar in-stock product.  This company is simply out to make money and has no regard for customer service.  Rather than showing good faith and doing the right thing by customers,  they choose to protect their profits and not accept responsibility for their shortcomings.



Regards,

***** **********

1/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The problem is I been hung up on, put on hold and it's horrible customer service. I been given wrong information. Two representatives told me with layways they can do price match and I will be credited within 7-10 days. Left me on hold never came back to the phone. Call again spoke ******* she says she says now price match is only in stores, I told her why have I been on the phone for more than a hour and half waiting on other reps to do price match. I asked for manager spoke to *********, told her how upset I was being on hold, hung up on several times, given wrong information. She didn't say much..she didn't try to resolve the issue. I told her if someone would of told me the first time I had to go into store to do price match on layway I could of ended, by saying thank but no thanks, I'm 9 months pregnant on best rest. But they kept putting me on hold, hanging up the phone.My resolution is below. Case Number **************001881

Desired Settlement: I have three items I need price match on.Total savings is about $32.00..That's is my resolution to getting this cleared up. Also I'm sending a certified letter the the principals of the company.

Business Response:

Please be advised we sent the consumer a $35 e-gift card, as a one-time courtesy as price matching in this case would be in the store, to the email on file for the price match. We will take no further action.

Thanks,

****** ******
Coordinator, Executive Guest Services
*************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *****

1/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The following day after after making an online purchase, my account reflected 2 charges for the same amount ($155.58). By email, with zero explanation, I had received a "e-gift card" for the same amount, which seemed to me to be the company's attempt to refund the erroneous charge. To get clarification on the situation, I called the company's customer service line and despite their admission of fault and sincere apologies (after being on hold for 25 mins), I was told that the policy was to issues refunds via gift card. Dissatisfied, the situation is being investigated by the illusive "back office". This is a dishonest, deceiving business practice that I hope with the aid of the BBB and the local news "*****", can be rectified.

Business Response:

Please be advised the consumer was informed he could take the gift card to his local store to have it swapped out to his original form of payment. The e-gift card was sent to the consumer. No further action will be taken.

Thanks,

****** ******
Coordinator, Executive Guest Services

Consumer Response: Complaint: ********

I am rejecting this response because: I did not pay with a gift card,  the money was wrongfully taken from my account as an error by ToysRus. The company should make right it's mistake in the form of tender it erroneously debited. My time is money, as is gas and the amount of time this is taking to be handled. 



Regards,

******* *****

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Additional Notes

Complaint: I completed a layaway purchase of 200.00 online with Toys R Us. I have received no communication my product is shipped. When contacting support whom are remote REF ************* I am told my order shipped posted on 12/5/2014 but they have no tracking number information for me to use nor the carrier in which they shipped. This is a Christmas present and I am completely disgusted that a supervisor cannot assist me nor can anyone offer me any information on my order.

Desired Settlement: I expect my order to be delivered before Christmas I expect a tracking number to let me know where my order is at as per the representative it is posted as shipped. This is a lot of money and a huge deal to me.

Business Response:

Please be advised the item was delivered by *** on 12/15/2014  tracking # *******************   We will take no further action.


Thanks

****** ******
Coordinator, Executive Customer Service
************* *

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

*** *******

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Additional Notes

Complaint: In store, I signed up for a Babies R Us baby registry. As part of their promotion it states as well as was explained, "Approximately 10 weeks after your baby's expected arrival date, a Promotional Gift Card will be emailed to you". Well 10 weeks after the expected arrival date of my baby, July 10, 2014 came and went. I called Babies R Us and explained the situation, confirmed my email address, was given a reference number, and was assured it would get taken care. I continued to check my email as well as spam and nothing came. I made an additional phone call to Babies R Us and provided the reference number I was given. The individual stated the reference number had never been forwarded on to the appropriate area. We then confirmed my email address and I was assured "it would get taken care of". More email checking and more waiting with nothing in return. I then made a third phone call. This time while confirming my email they realized they had missed a letter in my email address. We then proceeded to confirm the email and "this should take care of it". Wouldn't you know it, nothing! A fourth phone call was made in which I requested to speak to the manager. They refused to allow me to speak with a manager because it was "something I can take care of right away. It looks like you should be getting $300 back in an e-gift card. Nothing again! This last time I spoke with a ***** who seemed to actually understand my frustration with the process. Needless to say, 5 very frustratating phone calls later, almost 15 weeks past the "expected arrival date" and absolutely NOTHING in return. Terrible customer service Babies R Us.

Desired Settlement: Please following through with the promotion offered. In addition, an apology, an explanation of what went wrong, and additional compensation for the hassle, frustration and terrible customer service would be great.

Business Response: Please be advised we are reviewing the consumers registry and will contact the consumer directly.

Thanks,

****** ******
Coordinator, Executive Guest Services

Consumer Response: Complaint: ********

I am rejecting this response because:
I was told with every phone call I have made to Babies R Us thus far that they would be contacting me or processing my request, only to have nothing come of it.  What would make me think they are actually going to follow through now? I would like specific details of when they will be contacting me to proceed.


Regards,

***** *******

Business Response: Please be advised I will be reaching out to the consumer 11/13/2014 with a resolution to the complaint.

Thanks,

****** ******
Coordinator, Executive Guest Services

Consumer Response: Complaint: ********

I am rejecting this response because:
Do I have to provide a reason why? It is now 9:15 p.m. on 11/13/2014, the date the message/reply I just read from Babies R Us stated they would be contacting me to resolve the complaint. Do you think they called me? Nope!

Regards,
***** *******

Business Response:

As per our conversation one of our Customer Care Reps,  *** *****, reached out to ***** ******* yesterday via the phone.   They provided her an e-gift card in the amount of $113.01 for her baby registry.  Everything was resolved with the case.     Let me know if you need any further information.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *******

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Additional Notes

Complaint: The Jeep is no longer working that I bought. It's Hurricane Red Jeep for my nephew Black Friday 2013 with the extended warranty for $79.99. The Jeep was 429.98. My brother had to return it and repurchase it in NC cause it won't fit in his car. The store in NC told him they added the warranty back on and he was good to go, but really they didn't and the price increase he saw was just losing the black Friday sales. I called Toys R Us multiple times and they looked up my receipt and verified the information and saw the warranty was not added back on and agreed it was their fault. They called the store in ******* Michigan and told them to resale the truck to me with the warranty and then I would be able to use it to have the jeep repaired, well now the warranty company is saying the jeep has to be a year old , so they refuse to work on it cause they say it's under manufactory warranty. I called the manufacture and they say they can't do anything cause the new receipt shows it was purchased on 10/22/2014. I have called Toys r us multiple times and the customer service number won't even deal with me and says I will now have to go back to the store. My nephew has been calling me crying for weeks wondering when he will get his jeep fixed and everyone is screwing me over. I purchased the warranty for exactly this reason, so if something happened it would be taken care of

Desired Settlement: I want a new jeep or gift card to replace the broke one.

Business Response: Please be advised we are unable to assist the consumer at this point. The consumer needs to reach out to the Buyer Protection Plan team, as the plan was purchased, and they will be able to further assist. Please have the consumer contact *************** ******** the buyer protection plan team. We will take no further action.

Thanks,

****** ******
Coordinator, Executive Guest Services
*************

Consumer Response: Complaint: ********

I am rejecting this response because: The protection company will not do anything because the receipt I have shows it was purchased within the return period of the store.  This was what corporate Toys R Us told me to do and now I'm in the same situation.    



Regards,

******* ****

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Additional Notes

Complaint: On September 20, 2014 I placed a lawaway order for a Minnie Mouse Bow-Tique Flippin Fun Kitchen at 79.99. Web order number ********** and layaway order number ************** In mid October I saw that the product was on sale for $59.99. I called customer service (in India) twice. Each time I was told that before they could issue me a credit I needed to make a final payment on my layaway account (at the time I only had approximately $20.00 remaining on the balance). This made no sense to me considering other retailers regularly allow consumers to obtain a price a adjustment while the product is in layaway. After realizing I was getting no where via my phone calls to customer service as I was only getting inpersonal scripted responses from the call center, I made a final payment on November 14th. Again, I called the service center to request a credit and now they state I had passed a certain period of time that no longer allows for a credit and something about how they could possibly issue me a courtesy credit for being a valued customer after I received confirmation for pick up. It was hard for me to fully understand what I was being told as there is an obvious language barrier and they can only go by the scripted responses as I've noted above. This phone call occurred on Monday, November 24th. I was told I would receive an email confirmation shortly thereafter. To date, nothing has arrived confirming the product was available for pick up. It has been over 12 days (almost 2 weeks and still no confirmation that the product is ready). The website states that upon final payment I would receive an email indicating that the product would be available for pickup. No timeline was provided so the assumption was that it would be rather immediate following my payment considering the store carries the product in stock. Further, had I known it would take this long I would not have ordered it.

Desired Settlement: After speaking with customer service again today, I was told that yes, you are right you have not received an email confirming availability for pick up. Yes I knew that. SO when am I getting it? Of course, no answer but that she would request the email be "expedited". Again, what does the email have to do with the product being available? (1) I want my product to be available for pick up immediately, this weekend and (2) I want a credit for the sale price that was advertised back in October when I originally inquired. If this cannot be done I would like a refund, without penalties or fees so that I can purchase the product elsewhere. As an attorney who also works in the retail industry, I will not tolerate being taken advantage of and I expect the product I paid for.

Business Response: Please be advised our records indicate the consumer has picked up their item and has recieved a $15 appeasement as well. We will take no further action.

Thanks,

****** ******
Coordiantor, Executive Guest Services
************* 

Consumer Response: Complaint: ********

I am ok with the proposed resolution; however, I have not received the $15 "appeasement" referenced in the response. Is this being refunded to my original method of payment or will it be via a gift card?



Regards,

******* ********

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Additional Notes

Complaint: I was to recieve a "registry reward", 8-10 weeks after my due date (7/19/2014). This was to be a gift card that accumulates 10% of what was spent off our baby registry. (Approx $7000 was spent from our registry). We never recieved this e-card. I've called 4 times to main customer service # (store says they do not handle this in store). All calls were at least 5 business days apart as they continue to promse me a resolution in 3-5 business days. Twice they said I did not recieve the reward because they had my email as ***************** rather than ****************** Both of these times they stated the changes were made to my account and a resolution should appear in my email 5 business days. On 2 occassions I asked to speak with a supervisor since I had gotten the very same scripted answer "Ok ma'am please check your email and a resolution should be emailed to you within 3-5 business days", and both times I was immediately hung up on. Our registry # is ******** (***** an* ***** ******* ******** **) . I also have two complaint reference numbers which unfortunately are at my office but this complaint had been found without it during one of my calls with just using my registry #.

Desired Settlement: I would like this transaction completed and to have our registry tallied and to recieve our 10% e-card back since we need valuable items for our now 4 month old baby, such as food and diapers.

Business Response: Please be advised we have settled the complaint with the consumer directly. A $200 e-gift card has been sent to the consumer.

Thanks,

****** ******
Coordinator, Executive Guest Services
**************

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Additional Notes

Complaint: I purchased 3 items online for store pickup. I fully paid for my items. I was unable to pick up the items in 5 days so the company cancelled my order. I did not receive my items. However, the company still has not refunded the money I paid for the items. I have called the company and they claimed that they did not charge me, which is untrue. They are unwilling to help further to refund my money.

Desired Settlement: I want the company to refund the money paid, plus any interest accured on my credit card ASAP.

Business Response: Please be advised the consumer was credited back on 9/30/2014. We have sent the email below notifying the consumer her order was canceled. We have credited the **** **** ending in **** for $32.91. We advise the consumer to please reach out to their financial institution. We will take no further action.   

Thanks,

****** *****s
Coordinator, Executive Guest Services
*************

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Additional Notes

Complaint: I purchase 2 cribs (because we are having twins) on August 30th 2012 at the ****** ***** ** Babies R Us location. Only 1 crib has shipped. My wife is due soon and I am worried the other crib will not ship. Apparently this crib is not made anymore. I have spoken with the store manager and corporate and they are unwilling to directly ship the crib from another store located in **. This is the only location that has the crib. The warehouse does not expect any new orders. I am worried by the time our babies arrive, we will will not have the crib. Corporate wasn't even able to look up my order.

Desired Settlement: Ship the missing crib via a private service such as *** from the *********** ** store to the ****** **** store. The manager also made mention of reducing the price of the crib due to our troubles.

Business Response:

Please be advised we have sent this over to the District Manager for the ****** **** store (9248) to handle the complaint. They should be in contact with the consumer to resolve the crib situation.

Thanks,

****** ******
Coordinator, Executive Guest Services
*************

Consumer Response: The crib was delivered today.

The store manager contacted me last weekend.

Thanks for the help.

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Additional Notes

Complaint: I bought an outdoor wooden gymset (play set) from the *** ***** store on 06/08/2013; with an extended service plan the store offered for two years. Product # ****** for $899.99 and Service # ****** *for $99.99. I called the buyer protection company 7+ weeks ago to file a complaint. After 14 business days of not hearing from them. I called them to follow up. I was told someone from my local service area will contact me to have the gymset serviced. Few hours after getting off the phone with them I get a rude phone call from the buyers protection company stating my product isn't covered. And that they do not cover wood. I told the lady on the phone; that the whole gymset is made of wood and I was told at time of purchase the warranty covered everything. The lady was really rude and just told me to contact 1-800-toys-rus to get my money back for the extended warranty and hung up. I contacted the *** ***** store where I bought the product from and told them the issue. They told me to contact cooperate and file a complaint and call them back with a reference #. Which I did. I was told by cooperate that someone should contact me 3-5 business days which has turned to weeks and weeks. I call every week to follow up with cooperate and the store and no ones is helping me resolve this issue. They tell me the say thing that someone will call me which has not happened. My husband and I spoke with the store manager **** on Friday 09/19/2014 who was very rude and unhelpful in any way to help us resolve our problem. At first I just wanted the product fixed but after getting the run around for 7+ weeks, I just want my money back for my entire purchase. It has been very frustrating and no one seems like they care or want to help. I have a 3 years old and a 12 years old who played in the gymset who we had to stop from playing on. The wood that holds the swings is cracking along with the main beam supporting the swing structure. I Feel like it's very unsafe for my children.

Desired Settlement: We want purchase price of product and warranty refunded to us.

Business Response: Please be advised I have reached out to the District Manager for the *** ***** store (****). I have explained the issue thoroughly and passed along all contact information for the consumer. I will follow up as well to ensure the consumer is contacted. Please have the consumer reach out to me directly should they have any questions or issues.

Thanks,

****** ******
*************************
Coordinator, Executive Guest Services
*************

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Additional Notes

Complaint: On August 4th I put a " Little Tikes Thomas and friends toddler bed " on Lay away and on September 12th when I paid it off I was given a "Step 2 Thomas the Train toddler bed" . I pointed out the different bed and I was told that is what they had. The one that I purchased had a toy chest and a shelf connected to the bed . The one I received did not. When I first put the bed on lay away there was no boxes of the beds on the shelf only a paper ticket with the product information and a barcode to take to the register. I asked the associate if they were sure I would be getting the one with the toy chest and they said yes. When I received the merchandise they removed the the rest of the paper tickets and said we don't carry this bed only the other one.

Desired Settlement: I would prefer the bed that was pictured on the ticket. Or the toy chest . I was so upset and discouraged . I spoke with a customer service representative from their 800 number who was really trying to find the bed I had purchased before the bait and switch but she could not find one. I was thankful though. The store associates attitude really upset me. The I don't care attitude ,take it or leave it is not very customer oriented attitude.

Business Response: Please be advised we need the consumer to provide the store number where she spoke to the associate. I will be directly handling the case, should the consumer have any questions please have them reach out directly to me.

Thanks,

****** ******
*************
Coordinator, Executive Guest Services
*************

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Additional Notes

Complaint: By far this is the worst experience I've ever had. I started a Baby registry with Babies R Us and from the beginning it's been nothing but headaches. When I started my registry they opened a new Rewards R Us account even though I already had one with them. It wasn't until most of the items on my registry were purchased I realized I didn't earn any rewards for over $1,100 in purchases made. I called on 8/30/14 to see what could be done. After speaking with a Customer Rep she merged both Rewards R Us accounts under one which totaled to over 2000 points. She told me to check back within 24-48 hours and everything should be updated; 2 weeks later and after speaking to 5 different representatives and one supervisor ( who promised to call me on 9/8/14) they've informed me my points have merged and now I have 51 which does not add up. I've requested calls back from management no one has returned my calls.

Desired Settlement: I want my the rewards points I earned.

Business Response:

Please be advised that we have resolved this issue directly with the consumer. We have explained that our rewards system has transitioned and the changes made were explained to the consumer. The consumer has my direct line and will reach out to me should she have any issues.

Thanks,

****** ******
Coordinator, Executive Guest Services
*************

9/29/2014 Problems with Product/Service | Complaint Details Unavailable
9/29/2014 Delivery Issues | Complaint Details Unavailable
9/26/2014 Problems with Product/Service | Complaint Details Unavailable
9/26/2014 Advertising/Sales Issues
9/25/2014 Problems with Product/Service | Complaint Details Unavailable
9/24/2014 Problems with Product/Service | Complaint Details Unavailable
9/16/2014 Advertising/Sales Issues | Complaint Details Unavailable
9/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This issue is regarding Toys R Us and their recent rewards points conversion. As of 9/2/14, I had 2834 points in rewards. I have a screen shot from my computer to prove this. I have messaged them about the matter and I have been informed that I only had 337 points (2500 points less) at the time of the conversion. No acknowledgement of the 2834 that i previously had. I have sent the screenshot, with the correct amount, to them via email and haven't received a response. I feel that they will try to sweep the matter under the rug and give me the "thats what we have" response and that would be it. I don't know if this is something happening to others but I will voice my part so that I am given what they rightfully owe me. Thank you for your time.

Desired Settlement: I would like my points to reflect the true amount. The 2834 points that I had as of 9/2/14 plus any additional points that i have accumulated since that date.

Business Response: Please be advised that we are looking into the issue and will be in contact with the consumer on September 16,2014. Please have the consumer email me should he have any questions or concerns.

Thanks,

****** ****** ************ ********* ***** ******** ************************* *************
*

Consumer Response: ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ******

9/15/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We got a gift of a Motorola 2 Camera Monitor with a 2 year service plan from a relative that was purchased from Babiesrus.com She paid $52.99 for a 2 year warranty of this item. After 18 months, the monitor stopped working. We contacted the warranty company and they said "we dont offer a 2 year warranty" Even after we told them numerous times we have a copy of the recipet they would not help. We took it to Babies R Us on ******* ***** ***** the manager could not believe that no one would help and even told the warranty company "I AM LOOKING AT THE RECIEPT YOU DID SELL THEM A 2 year WARRANTY" She promised she would call back, but to date we have received no call. So my cousin got us a gift and paid an extra $52.99 for a warranty that does not exist and no one ever called my wife ***** ****** back like promised. We started this complaint back in april when it was still warrantied. We acutally gave up fighting with Babies r us and the warranty.

Desired Settlement: I would like a replacement 2 camera monitor system like the warranty says.

Business Response: Please be advised that we have reached out to the Buyer Protection Program, on the consumers behalf, and will provide any updates once we receive a response.

Thanks,

****** ******

Coordinator, Executive Guest Services
*************

Consumer Response: Complaint: ********

I am rejecting this response because: The response is only that you are reaching out to the buyer protection plan. This is the whole run around that Babies R Us and the buyer protection plan have been doing since day 1. They keep passing and repassing and then saying they will get back to you but they never do. Its almost like either they just say they are reaching out and will get back to you, but never do, and just hope you go away. The best was definately when the store manager of our babies r us called the buyer protection plan and they said "We dont offer a 2 year protection plan" in which case the manager responded "yes you do, im holding in my hand" (a copy of which was attached on the initial complaint), and then the buyer protection plan said they would get back to us, and that never happened, and the store manager said they would get back to us, and they never did either.

This is just beyond ridiculous. Personally I dont care anymore. Babies R Us and this buyer protection plan are not going to do anything and just going to keep dragging this out. I would love to know what percent of claims do they actually warranty. 


Regards,

****** ******

Business Response: Please be advised I have reached out to the Buyer Protection Plan team and have no record that contact was ever made. The item is out of warranty, 90 day return policy, at this time, since the item was purchased back on May 23,2012, we are unable to provide a replacement. Please have the consumer reach out to ******* at ************** should they have any questions in regards to the Buyer Protection Plan they purchased. We will take no further action.

Thanks,

****** ******
Coordinator, Executive Guest Services
*************

9/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We signed up for a baby registry and were told that if buyers buy $500 worth from the baby registry then we would get $200 in store credit. We later on found out that was very false, instead we only got a mere $53.74 eGift Card: Expiration date: 10/15/2014 Value: $53.74 eGift Card Number: **************** PIN: **** AND when we went to try to use the eGift card we were told that it had $0 even though we had just received the card via email from customer service and never attempted to use the card before. We called customer service and they told us that they don't show that it was used and it shows as an "adjustment" to $0. So where did the money go? We drove 50 miles to the nearest TOYSRUS and couldn't use for the second time. We wasted our time, gas money, and a weekend. We told the rep this is unacceptable and they said they cant do anything for us and "Have a nice day". This is unacceptable!

Desired Settlement: We desire our $200 that we were promised we would get if $500 or more is purchased from the baby registry. We desire a check and not an eGift card at this point.

Business Response: Please be advised that the promotion mentioned by the consumer is the Sweetest Registry Deal. The promotion consisted of any guest that opened a registry with us between September 16, 2013 and March 31, 2014. Registrants would automatically earn 10% back, on qualifying purchases, made off the registry once a minimum threshold of $200 was made. The maximum amount a registrant could earn was $200. In this case the consumer opened her registry with us on January 18, 2014 and her total spend, off her registry, was $537.40 therefore earning a $53.74 gift card. The consumer reached out to us in regards to the instance when her gift card had a $0 balance and we replaced the card on August 5, 2014, with an e-gift card order number ***** sent out to email **********************, valued at $53.74. No further action will be taken. 

Thanks,

****** ******
Coordinator, Executive Guest Services
*************

Consumer Response: Complaint: ********

We are rejecting this response because:

Number 1: ******* (see attachment: Lady who misled us at ********** ** branch) said that if people purchase over $500 from our registry, we would get a $200 giftcard. That never happened.
Number 2: Purchases from our registry totaled  $703.84 (see attachment "Amount spent exceeds $700), which means even if the above lady didn't mislead us, we should be getting $70.38 and not $53.74 like Toysrus allege.
Number 3: The most recent gift card like the one before said it had $53.74 on it, but when we tried to scan and use it at the store, we were told it had $0.00 (See attachment: Email with gift card from Toysrus)
Number 4: See attachment "sending preferences" which clearly states that certificates and such are to be mailed not emailed.
Number 5: No gift card of any sort worked and no gift card order number ***** has ever been received either.

If Toysrus still wish to go back and forth, then swift further action will be taken and escalated to the ******* Department of Consumer Protection and the Federal Trade Commission on grounds of misleading, false advertising, promotional scam, and theft.

Regards,

******* * ***** ********

Business Response: Please be advised we received a call, on 8/1/2014, from the consumer in regards to her Sweetest Registry Deal e-gift card she had not received. We devalued gift card, ***************** and replaced with a replacement e-gift card ending in ***** for the amount of $53.74, which represents 10% of qualifying purchases made off the registry. We have redeployed this e-gift card to the email submitted on this complaint (**********************). Please see terms and conditions for The Sweetest Registry Deal Ever Promotion **********************************************************************************************:TermsandConditions:Registry
We stand by our posted terms and conditions and will take no further action on this complaint.

Thanks,

****** *****s
Coordinator, Executive Guest Services
*************

Consumer Response: Complaint: ********

 We are rejecting this response because:

As stated in previous discussions and emails, electronic gift cards will not be accepted from this company due to several insufficient funds NSF's on recent gift cards sent from this company.

Paper checks drawn on a US Bank will be the only acceptable payment method at this point.

Regards,

******* * ***** ********

9/9/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My original order number, *********** placed on 8/6/2014 had 3 items I ordered off gift wish lists, 2 arrived incorrectly. When I opened the package after being on vacation, 2 of the 3 items were incorrect and did not match what I ordered. I called to get a return authorization and have the items reshipped last week, 8/22. I was told it was taken care of and I would receive an email. No email arrived after 3 days so I called again on 8/25. I was told they couldn't process my request b/c I paid with ****** but no one bothered to notify me. Then I told them to replace the 2 items and expedite shipping because the gifts are for this Saturday from a wish list. I was given issue # *************. The packages arrived Thursday, 8/27,and one of the items is still the incorrect product. Order ********** is supposed to be a Black Dodge Charger & Dodge Ram. I received a Blue Ford Mustang and F-150 again. I was then given a code for a $10 gift card and that they wrong item would be shipped for the 3rd time and I would be sent a return authorization. I still have no return authorization email or shipping confirmation. I have a birthday party to attend on Saturday morning and I'm short 1 of 3 gifts.

Desired Settlement: I would like the correct product shipped to me immediately so it arrives before 11am tomorrow, Saturday 8/30.

Business Response: Please be advised we have sent out an e-gift card, order number *****, in the amount of $20.


Thanks,

****** ****** ************ ********* ***** ******** *************

Consumer Response: ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*** ******

9/8/2014 Billing/Collection Issues | Complaint Details Unavailable
9/5/2014 Problems with Product/Service | Complaint Details Unavailable
9/5/2014 Delivery Issues | Complaint Details Unavailable
9/5/2014 Delivery Issues | Complaint Details Unavailable
8/31/2014 Advertising/Sales Issues | Complaint Details Unavailable
8/29/2014 Advertising/Sales Issues | Complaint Details Unavailable
8/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A Mickey Mouse bed I purchased for my great-grandson was defective. My granddaughter tried returning the bed and the clerk said she could only give a gift card because I wrote a check and there was not proof the check cleared. I checked my account online to provide evidence the check cleared the day before (8/11/14). My granddaughter provided the information to the clerk and then her story changed. The clerk then said my granddaughter could only receive store credit for defective products.

Desired Settlement: I would like a full refund of the purchase price of the defective bed. A store should not be able to keep a consumer's money if they sell defective merchandise. Stores should not be allowed to keep money when they sell defective merchandise without any consequence.

Business Response: Please be advised we need the store number where the item was purchased by the consumer to better assist.

Thanks,

****** ******
Coordinator, Executive Guest Services

Consumer Response: Complaint: ********

I am rejecting this response because:



Regards,
* ******* ******

they gave me my money.

8/23/2014 Problems with Product/Service | Complaint Details Unavailable
8/22/2014 Problems with Product/Service | Complaint Details Unavailable
8/22/2014 Problems with Product/Service | Complaint Details Unavailable
8/19/2014 Problems with Product/Service | Complaint Details Unavailable
8/19/2014 Problems with Product/Service | Complaint Details Unavailable
8/15/2014 Advertising/Sales Issues | Complaint Details Unavailable
8/14/2014 Advertising/Sales Issues | Complaint Details Unavailable
8/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed two ****** carseats on layaway in April 2014 and paid the remaining balance on July 18, 2014. Since then, I received a confirmation email for shipping and received one of the two carseats. However, I never received an email or update on the shipping of the second carseat. I began contacting Toys R Us that next week. After several calls to Toys R Us Customer Service, a representative finally noted that there was an issue with the shipping of my item. The first two customer service representatives ignored my concern and told me to continue waiting. After many calls to get an update on the item, Toys R Us Customer Service could not tell me what happened to the carseat. Furthermore, the customer service represnetatives once again ignored my concerns and told me that they contacted the shipper and I should continue waiting. On July 30, I asked to speak to a supervisor, the supervisor informed me that it would be best to cancel my order and I would get a store credit within 2-3 hours of cancelling my order. Before agreeing to cancel, I specifcally asked the supervisor if I would receive a store credit within a few hours so I could go buy my baby's car seat that day. He assured me that I would receive a store credit within 2-3 hours in the form of an email that I could take with me to a local store. I never received the store credit and when I called back, a different customer service representative stated that it would be within 24 hours. 24 hours came and went. I called back on August 1st to get an update on the response from the shipper and the store credit. This representative stated that it would take 5-7 business days for my refund and all of my money would probably go back on the R Us Credit Card. At this point, my baby cannot ride in our secondary vehicle. Toys R Us has failed to provide me with a product a paid for two weeks ago. The customer service has not been sensitive to my concerns and has not provided me consistent information.

Desired Settlement: I made payments using my debit card online and in the store in addition to using my R US Credit Card. I would like a more expediated refund in the form of a store credit. I would not like the entire amount I paid for the car seat returned to my R US Credit Card.

Business Response: There was a stock issue at the warehouse that we were able to successfully resolve.  The consumer's item is being shipped today, and she should be getting an email shortly with shipment details.  If she no longer wants the item, she can return it to our online return center or bring it into any Toys or Babies "R" Us with her packing slip.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is moderately satisfactory to me.  The company's response only happened after I sent an email to a customer relations representative yesterday.  The business had not made a conservative effort to resolve this issue before that.  I am still disappointed in my customer service experience and am unsure if I will continue as a Toys R Us customer. 

Regards,

****** *****

8/12/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I began a baby registry with Babies r us during a time they were running a " sweetest registry" promotion, this advertised that the company would send you an E-gift card for 10% of the items purchased off your registry 10-12 weeks after your due date. In the beginning of June I contacted Babies r us because I had not recieved my E-gift card yet and was wondering why. They then informed me that my registry had items that were under dispute because they were manually taken off my registry by a sales clerk, then they also said the items that I purchased with lay-a-way were also NOT qualified. But when I orginally placed the items on lay-a-way I was told my multiple sales associates that once I purchased the item in full IT WOULD QUALIFY TOWARDS MY REGISTRY my sister and my mother were there to witness this as well. There were a lot of items that were indeed on my registry and they were purchased. Babies R Us is being very shafty and not giving me the correct amount on my E-gift card that I am entitled too.

Desired Settlement: I would like Babies R Us to follow through and give me my promised E-gift card for the TRUE AMOUNT of items purchased off my registry. I didnt have to go to Babies R Us and they are the most expensive out of retail stores for baby items but I did because of this promotion. Between myself and my family and friends I purchased well over 450$ in items and they need to follow their advertisment and give me my 10% gift card.

Business Response:

Please be advised that layaway items do not qualify towards the sweetest registry deal. Items manually marked off as purchased on the customer’s registry do not qualify unless proof of purchase is given. Please have the customer send over proof of purchase for the items below,
*         ******  ************* ***** ***** ******** ****** ******** ****** **** *** ***** ****** **** * **** * *         ******  ********* ***** *** **** ***** * ****** **** * **** * *         ******  ****** * ** ****** ** ***** **** **** * **** * *         ******  ******** ********** ****** ****** ******* **** ** **** *
 
At this time the total qualifying purchase amount is for $281.87, therefore, the customer would receive an e-gift card for $28.18.
 
Thanks,
 
****** ******
Coordinator, Guest Services

8/11/2014 Delivery Issues | Complaint Details Unavailable
8/8/2014 Billing/Collection Issues | Complaint Details Unavailable
8/7/2014 Problems with Product/Service | Complaint Details Unavailable
8/7/2014 Delivery Issues | Complaint Details Unavailable
8/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went to a competitor (******* to get an item. They were out of stock but it was a great price (they also issued a price rain check for the item). I had excellent experiences before with toys "r" us/babies "r" us honoring the price matches. I had the ****** location print from their register the item description, number and it shows regular price. I tried to take this to a location for a price match. I was told that they only match online. I said well your site says they do print as well. They rudely argued with me until I brought it up on my phone. They then said they would ask the manager. The manager stated they do match print but that the price was too low and they won't honor it. There is nothing in the policy stating a cost difference limit. I clearly had proof from the competitors location (not a percentage off item and shows regular price on the print out) that shows what their price for the product is and they refused to honor it. It is very frustrating that the company won't honor the price when I have clearly printed proof. Plus the treatment at the location was unacceptable. It was embarassing. I have twins and finding good prices is a must and clearly this must not be the company to go to for my baby needs. The item is the Ergobaby carrier in Galaxy Grey. ERGObaby Baby Carrier - Galaxy Grey “R”Web#: ****** **** ******** ************* ************ Manufacturer #: ******* It was such a horrible and embarassing experience I have told many people about so they can avoid feeling this way. I left the store in tears that day.

Desired Settlement: Really for the horrible treatment of such a large company they should be sent to me complimentary. If not I would like them to honor the price that the compeitor is selling the item for at the least. I need two of them for my twins.

Business Response: Please be advised that we need the customer to send over the item ****** had on sale, with the selling price showing. We will be able to assist after we receive the information required.

Thanks,

****** *****
Coordinator, Guest Services

Business Response:

Please be advised that we cannot price match the Ergobaby Original Collection Baby Carrier - Galaxy Gray, due to the fact that on the ****** receipt provided, it states the item has limited availability and may not be replenished. If the consumer visits our website, in reference to price matching, it states we will not match prices when a competitor’s item is out-of-stock or limited quantity. Please take a look at our Price Matching terms and conditions, http://www.toysrus.com/shop/index.jsp?categoryId=11949070&sr=1&origkw=price%20match . We will take no further action.

Thanks,

****** ******    
Coordinator, Executive Guest Services
*************

Consumer Response: Complaint: ********

I am rejecting this response because: The way the store location treated me is not acceptable. They made no mention of limited quanities or anything. They refused to do it based on price. I'm flabbergasted at the response since yet again it's only based on the money not the way i was treated at all. It wasn't even acknowledged in any of the company's responses. No way should it be ok to treat a customer in this manner and then when a complaint is made it's not even acknowledged. I want this escalated to someone higher then the person handling the response. If that person reviews this and isn't willing to help I will escalate above them. Unacceptable!


Regards,

******* ******

8/6/2014 Advertising/Sales Issues | Complaint Details Unavailable
8/5/2014 Delivery Issues | Complaint Details Unavailable
8/5/2014 Problems with Product/Service | Complaint Details Unavailable
8/5/2014 Delivery Issues | Complaint Details Unavailable
8/4/2014 Problems with Product/Service | Complaint Details Unavailable
8/4/2014 Problems with Product/Service | Complaint Details Unavailable
8/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a tabeo for Christmas I began having devices issues in April, now the battery is over heating and is very unsafe for my 4yr old to continue to use.

Desired Settlement: repair

Business Response: Please be advised that we have resolved the matter directly with the customer. We issued an e-gift card, in the amount of $100, since the Tabeo tablet is no longer under warranty and can't be repaired.

Order Number: *****

Thanks,
 
****** ******
Coordinator, Executive Customer Service

8/1/2014 Problems with Product/Service | Complaint Details Unavailable
7/31/2014 Advertising/Sales Issues | Complaint Details Unavailable
7/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have purchased a bedroom set for my child. The set came with a convertible crib and dresser. My family purchased the crib and dresser for my shower and I went to purchase the guard rail and bed rails two weeks later. However, when went on line to place the order it states that it is a special order item and that the item needs to be order through the store. So I drove an hour to the closet Babies R us. I asked to speak with the furniture department sales person to order a the rails and guard rail for the crib. The crib and dresser that I purchased is the ***** **** ***** *********** collection. The sales person told me that they were no longer going to carry this item so I was out of luck and that I should not have purchased this item if I wanted to convert the crib. This set the crib and dresser was over $1000. They would not let me retune the items due to the length of time I had them. The sales person told me that the only way that I could get the items that I wanted was to contact the maker ******. I researched the company and finally got a number. I called them and they said that I had to contact babies r us since they were under contract with them and babies rus had all the rights to the set. So I called costumer serves and spoke with a rep. They again told me they were discontinuing the product and I was just out of luck. I told them it was like buying a car without the seats and that they no longer made the seats but didn’t tell you that when you bought it. Now you have to sit on a bucket and drive the car that way. They agreed but dismissed me and just said better luck next time. I then hung up and called again. Got a different rep and they told me the same sad story. I then asked to speak with a manager. They transferred me and I told them my story. I told them that their website still had the guard rail and bed rails available for special order and that since they still had them up I wanted to order them. They then tried to dismiss me and tell me I had to order it with the store. I told them that the store would not let me order it. The manager then took all my information and told me they would get back to me. One week later a rep called me and told me that the company was going out of business and that they couldn’t get me any of the parts. They said they were sorry and just tried to dismiss me again. I then told the rep that it was false advertisement and that I was going to get a lawyer. The rep then said she was going to try and find them somewhere in the system. I have been working with Babies Rus for two months and they were able to find me bed rails. However, the rep just called a left me a message stating that they are sorry but cant get the guard rail. The kicker is that I have contacted ****** personally and they have stated that they are not going out of business and that the still have parts available but it take Babies R us to order the part. I have told babies r us this and they just keep telling me a different story every time. I other problem is that anytime I have a question for the rep that was working on the case I cannot get in contact with because they say it is a call center and that they were unable to get me in contact with the rep that I had to leave a message for her and have her call me. However, I work during the day and that is when they would call and I was never able speak with her directly except once. I have made many attempts to purchase this product and ever since I told a manager that I was going get a lawyer due to miss advertisement the product is no longer available on line. This makes me wonder how many other customers bought the product and was not able to purchase the rails due to Babies R us miss advertisement of the attachments. I am truly disappointed in the service I received with them and the lack of communication the service center has with the retail stores. I am also disappointed that I spent so much money to have a wonderful piece of furniture that would see my baby girl trough from birth to adult hood. Now this will not happen due to the false advertisement of the product and the miss leading information given to me by reps at the service centers, and finally how they are unwilling to order the product form ****** (who I have spoken with directly and is willing to send the part once Babies R Us places the order). At this point I wish I would not have bought the bedroom set from babies R us due to their unwillingness to work with ****** and telling me several lies so that they didn't have to special order the part.

Desired Settlement: I want Babies R Us to contact ****** and order the part or a corresponding part that will work and match the crib so that I can use it with my child when she is a toddler so that I do not have to purchase an additional bed for her toddler stage when the crib converts to one already.

7/29/2014 Problems with Product/Service | Complaint Details Unavailable
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7/28/2014 Problems with Product/Service | Complaint Details Unavailable
7/26/2014 Problems with Product/Service | Complaint Details Unavailable
7/25/2014 Problems with Product/Service | Complaint Details Unavailable
7/21/2014 Problems with Product/Service | Complaint Details Unavailable
7/21/2014 Problems with Product/Service
7/12/2014 Advertising/Sales Issues | Complaint Details Unavailable
7/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: ordered a play set from toys r us (delivery by ***** through toy r us) Twice they scheduled delivery and did not show. Third delivery attempt arrived with boxes open and visible broken woodbeams. as per driver "this is how it was loaded" had to decline delivery. also have pictures to prove how this was sent. When we contacted customer service told they have a set they can delivery in 5 days but it cost more than the original orderset even after discount and we would be responsible for shipping. We offered to purchase the more expensive unit if shipping was reversed due to the above three week delay, but the refuse. Will only revese shipping on original deal which will take 3-4 weeks to reship! this is a seasonal iteam.

Desired Settlement: I believe they should send us the available set that can get to us in 5 days at 25% off and free shipping that they are offering on the original playset. After 2 failed deliveries and sending a broken unsafe product we feel this is fair.

Business Response: Please be advised, we are in the process of resolving this issue directly with the consumer. A new swing set is scheduled to be delivered to the consumers residence on or before July 18, 2014. The consumer has been credited 25% on the original order.
****** ******* ********* ***** ********* *************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.

Regards,

**** ************

7/6/2014 Delivery Issues | Complaint Details Unavailable
7/1/2014 Billing/Collection Issues | Complaint Details Unavailable
7/1/2014 Delivery Issues | Complaint Details Unavailable
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6/30/2014 Delivery Issues | Complaint Details Unavailable
6/30/2014 Problems with Product/Service | Complaint Details Unavailable
6/28/2014 Problems with Product/Service | Complaint Details Unavailable
6/26/2014 Delivery Issues | Complaint Details Unavailable
6/26/2014 Advertising/Sales Issues | Complaint Details Unavailable
6/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On june 13, 2014 my daughter ******* and i went to the toys rus in the bronx the gateway mall to purchase a bike for my 7 year old grand daughter , they did have the bike in stock so, we asked could we have the one on display since there were two of the samee bike one display the manager at the time so the that the bike on display are just for show and her damaged. we saw the bikes were dirty and scatched up .so the sales asssociated ******* order the bike online and we were told that it takes 4 business days that we can pick up in the store on the 4th day. well on 4th day which was yesterday we call and ****** answered the phone and said that a manger will call us back.. well we got a call backk that we could come pick up the bike . when my daughter ******* and granddaughter got to the store the bike they got the display bike bought out the bike was dirty and scatched up. wthey never ordered the bike and the manager **** was very rude and non aplogoly to my daughter like we did something wrong.

Desired Settlement: i want a apologie in written and refund for 104.00 dollars and refund for the helmet i purchased on friday for 27.00. my 7 year ols daughter was very upset . she waited for her bike patiently and got disappointed.. this is support to be a toy store . !!!

Consumer Response: This matter has been resolved by Toys r Us.  We got a brand new Monster high bike and 30% off

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

******** * * *******

6/22/2014 Problems with Product/Service | Complaint Details Unavailable
6/19/2014 Billing/Collection Issues | Complaint Details Unavailable
6/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Last week I called Babies R Us customer service to see when I should anticipate receiving my E Certificate in regards to a program they were offering for 10% back on registry purchases. I was expecting to receive the maximum $200 based on my previous purchases. The woman took my information and said I should expect to receive a call to give me a anticipated time. In a couple days I received a voice mail and I called back. To my disbelief I was only getting $96 and change because I purchased a crib and a couple dressers and they were not eligible because I used a "completion coupon." I bought the crib and dressers in December and I just received the completion coupon in March (I still have not used the completion coupon - it expires next week). I told them that and again they took some additional information and said I would hear back from them. I called back because I did not hear back from them and they said it was closed that they made their decision and because I used 20% off coupons and opened a credit card and received and additional 15% off they would not allow me to receive the 10% on the crib or the dressers. I called back numerous times and I was never able to talk to the person who ultimately made the decision. The endless earnings based on the website says the following are not eligible: Qualifying purchases excludes: gift cards, VIB loads, purchases made with a BRU completion coupon, buyer protection plan, Apple products, tablets, video game hardware, assembly/delivery fee, warranties, shipping and handling, taxes, and items on layaway. There is no references to the 20% of coupon (I received these when I made previous purchases, they were attached to my receipt) or opening up a credit card. I feel that Babies R Us is being unfair in their practices in regards to this program. I feel I should receive the maximum $200.I am still waiting for the e gift certificate in the amount of $97, I called again this morning and they said I should receive by the end of the week.

Desired Settlement: $200 E gift certificate ($103 if I receive the $97 before this is resolved)

Business Response: This complaint has been resolved directly with the consumer. The consumer has been sent a $200 Egift card to accommodate 10% back for the purchases made off the guest baby registry. No further  action will be taken on this complaint.

Thank You

******* ********              ********* ******** *******

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

***** ******

6/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In November 2013, my wife wrote a check at the store in ******** *** The check cleared our bank early December. April 2014 toys r us reported the check as a bad check. I paid the service to get my name off their list. Sent copy of paid check to toys r us, with requested info from our bank. Was told on Thursday almost two weeks ago we should hear something in 3 to 5 days. Another call was placed when I was told company policy was to tell people 3 to 5 days when they know it may take longer. Have heard nothing since last Thursday. The check was not bad to start with essentially paid for the merchandise twice plus the forty dollars for the check service. All I have asked for is my money refunded. They can't give me an answer for why this happened.

Desired Settlement: To receive my money back. Then I will never darken their doors again.

Business Response: This complaint is currently open within the TRU call center and our sales audit department. We have been advised that the check was returned to us from the bank coded as this customer did not have sufficient funds to cover the check on 12/06/2013. The check was sent to our collections with Certegy to collect on it. If the consumer can prove this check cleared then we will be able assist accordingly. We will need copies of their statement showing when it went through and when it cleared the account.

Thank You

******* ********              
Executive Customer Service

Consumer Response: Complaint: ********

I am rejecting this response because:
The check cleared our bank on dec 3rd. We have sent the Toys r
us the check info and also to centegy. Why was this check not turned over to centegy until April of this year?


Regards,

***** ******

Business Response: The proper documentation has not been provided for assistance. Bank statements confirming the exact date and amount the check cleared for is needed. We have received statements that are dated 4/14-5/14; this statement does not verify when the check cleared originally. We are requested bank statements for 11/13-12/13.
 
Thank You

******* ********              
Executive Customer Service

6/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I just purchased the Evenflo Maestro carseat for my child last night. Upon completing the registration for my brand new car seat, I was alerted that the seat belt buckle was actually recalled over 7 weeks ago. I am shocked that a company such as BabiesRUs would be so careless to have recalled items on their shelves. So, now I must either return the item to the store (which is not close by to me) or I cannot use this item until I contact the manufacturer and obtain the replacement parts for the recall. I am appalled at the lack of consideration for parents and their carelessness for my child's safety.

Desired Settlement: BabiesRUs should either not be allowed to continue to carry recalled items on their shelves or be responsible for alerting parents to recalls. If you want to still carry recalled items, maybe they should consider placing them on sale (yes, I paid full price for a recalled item that I cannot use for weeks) AND alerting parents to the need to obtain replacement parts. Especially on a safety item, such as a carseat, BabiesRus Corporate should be ashamed of themselves.

Business Response: Hello *******

I will like to thank you for your feedback in regards to your purchase of the Evenflo Maestro Booster Car Seat – devon. Your concern is understood and prompted some research to be done in regards to this complaint. It is correct that Select Evenflo® Convertible Car Seats and Harnessed Boosters have been recalled due to complications with the harness crotch buckle. The specific car seat you purchased manufacturer # ******** was not recalled with the affected car seats.
 
There may have possibly been a mix up with the recalled car seat manufacturer # ********, which is also a DNS MAESTRO DEVON BOOSTER CAR SEAT. Toys “R” Us takes the safety of our guest seriously and once an item is recalled Toys “R” Us no longer sales the items in stores or on our website. The link provided below goes into specific detail the booster seats affected by the recall. http://www.toysrusinc.com/safety/recalls/select-evenflo-convertible-car-seats-and-harnessed-boosters/
 
Thank you once again for your feedback.  It is because you have taken the time out of your day that we are able to improve our performance not only as a single store but also as an entire organization.

Thank You

******* ********
Executive Customer Service

6/14/2014 Problems with Product/Service | Complaint Details Unavailable
6/14/2014 Advertising/Sales Issues | Complaint Details Unavailable
6/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Xbox 360 via online on 11/27/2013. They advertised a special with an Xbox 360 purchased you would also receive "Online Only! FREE Wireless Controller with D-Pad & Charge Kit AND FREE Halo 3 w hen you buy Xbox 360 4GB Holiday". I made the purchase and have documentation to support that my order included these two items. I have contact Toys R Us customer support more than four times regarding the missing items over several months. Each time they apologize and say they will correct the error. It took several phone calls before I received the Halo 3 game but still have not received the Wireless Controller with D-Pad & Charge Kit. They last time I contacted them I was very upset as I have been promised several times that the error would be resolved and still is not. The last time I contacted them I was notified that the reason the controller was never sent out was because they no longer had this item available. They told me that they would send me a $60 gift card the equivalent of the Wireless Controller with D-Pad & Charge Kit. I still have not received this. I feel I should not have to contact customer service this many times in order to get my order resolved which currently has not been resolved. Now on top of many phone calls, time wasted talking to representatives, still nothing has been resolved and now I am writing a complaint via BBB. My case number is *********** and reference numbers are 1*********** **** **************

Desired Settlement: I feel at the very least they should give me the $60 gift card which I was promised. I am currently a very unhappy customer that they have made me contact them numerous times to get what I ordered over 6 months ago. It has been very inconvenient and something I would not expect from a large company like this.

Business Response: **** ********
 
We would be more than happy to assist you but unfortunately, we do not have enough information at this time. At Toys “R” Us, we strive to offer our guests a level of service that delights them and invites them to return. We are always disappointed when we fall short of our goal.
 
In order to better understand your situation I would like an opportunity to speak with you further about your experience. I would greatly appreciate it if you would contact me at your earliest convenience. I can be reached Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at *************
 
I look forward to speaking with you.
 
Sincerely,
 
******* ********              ********* ******** *******

Business Response: This complaint has been resolved directly with the consumer. The guest was sent a controller which was incorrect. The consumer was sent a prepaid return label to send the incorrect controller to a TRU distribution center. The guest also received a $60 Egift card as promised, to replace the controller included with the bundle deal. No further action will be taken on this complaint.

Thank You

******* ********              ********* ******** *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They did rectify the situation and I am happy with the outcome.  However, I did have to contact the company more than 5 times to get the situation resolved.  I appreciate the BBB that they were able to mitigate an acceptable outcome for me.

Regards,

******* *********

6/4/2014 Advertising/Sales Issues | Complaint Details Unavailable
6/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased bottle nipples and bottle liners with my rewards r us coupon on two separate purchases so I used two separated coupons. I took them back because I decided to switch bottles. I knew I couldn't get the rewards r us coupon back of course. I just wanted to switch the nipples and liners for the new bottles and pay the difference but apparently u can't get your coupons back once u use them.

Desired Settlement: To at least get my coupon back

Business Response: This complaint has been resolved directly with the consumer and local store manager.  **** **** visited the store and received rewards coupon back in the form of a $10 physical gift card. The consumer is satisfied with the resolution and no further action will be taken.

Thank You

******* ********              ********* ******** *******

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

****** ****

6/2/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I went online to order a rise and shine kitchen set in neutral form toysrus and it stated i could pick it up in store the same day. called the store to make sure they had the item and she stated they had it in pink not neutral but online it showed they had it. Contacted corporate and they were very rued. i mean i purchase stuff all the time from toysrus and i spent lots of money there. And they could not in anyway help me or compensate me with a 20% discount off a similar item which was costing even more. The first item I was looking to purchase was over 100.00 with taxes and the second one i asked if the could compensate me with a 20% discount was even more, I needed the item like the same day they all are telling me to order it online and pay an outrageous amount in shipping and i still not get the product i wanted in time when i needed it. Come on this is bad business. I mean why take a chance to order it online and it be the wrong item anyway if they show online already they have it and then go to get it and they dont.

Desired Settlement: just a discount or something and to show better customer service

Business Response: This complaint has been resolved directly with the consumer.  ******* will be receiving a $25 Egift card for any inconvenience caused in regards to product information. The guest has already purchased the merchandise elsewhere and is no longer in need of a 20% discount. The gift card is being sent to replace any discount that would have been received for the product. No further action will be taken on this complaint.

Thank You

******* ********
Executive Customer Service

6/2/2014 Problems with Product/Service | Complaint Details Unavailable
5/30/2014 Problems with Product/Service | Complaint Details Unavailable
5/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order through the website on 4/3/2014. The item was delivered on 4/11/2014 and it was the wrong item. I had to call to get babies r us to pick it up and send the correct item, for which they promised they would refund the $124.99 that I had to pay for freight shipping. It is now 4/23/2014 and I have called about 6 times at this point, I have no new item, no refund, they still have no picked up the old item, and they are threatening to charge me for the item that is still sitting outside.

Desired Settlement: I would like my credit card refunded for the full amount of $371.68 as soon as possible.

Business Response: The complaint has been resolved directly with the consumer.  The guest has advised the correct item has been delivered to the home. A refund in the amount of $185.49 has been credited to the guest for shipping charges and a discount off the item. The consumer is also being sent a $50 Egift card for the inconvenience this error has caused.
 
Thank You

******* ********
Executive Guest Services
*************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *******

5/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Rocking chair received was EXTREMELY difficult to put together and Rocker was damaged. I bought a Shermag Glider Rocker and Ottoman - White/ Pearl Fabric from BabysRus and it was a gift from family. The chair was so so hard to put together as directions were poor. My wife and I put the rocking part of the rocker together which took 45 minutes. Then when I went to screw in the seat and back to the rocker, the holes didn't line up and I with force was able to get 3 out of holes as the other was not driller properly by the manufacturer. I tried to call Shermag but their offices were closed and could not get a live person. This Rocker was bought as a gift and I am very disappointed with this product. I would want either a credit or someone to replace and put together a new chair because directions are not user friendly at all.

Desired Settlement: I want some sort of credit or complete replacement and assembly of the new Rocker.

Business Response: Dear ********,

    We would be more than happy to assist you but unfortunately, we do not have enough information at this time. At Toys “R” Us, we strive to offer our guests a level of service that delights them and invites them to return. We are always disappointed when we fall short of our goal.
 
In order to better understand your situation I would like an opportunity to speak with you further about your experience. I would greatly appreciate it if you would contact me at your earliest convenience. I can be reached Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at ###-###-####.
 
I look forward to speaking with you.
 
Sincerely,
 
******* ********              
Executive Guest Services 
 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. I have spoken to a Executive and they gave me a gift card for my troubles.

Regards,

******** *******




















5/19/2014 Problems with Product/Service | Complaint Details Unavailable
5/18/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
5/17/2014 Advertising/Sales Issues | Complaint Details Unavailable
5/13/2014 Problems with Product/Service | Complaint Details Unavailable
5/13/2014 Problems with Product/Service | Complaint Details Unavailable
5/10/2014 Problems with Product/Service | Complaint Details Unavailable
5/9/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We are expecting parents and have a gift registry with Toys R Us/Babies R Us. A promotion was advertised that we would receive an addition 10% "cash" on a gift card if we preloaded it with money. We estimated the items we needed to purchase and added funds to the gift card ($470). 24 hours later, we arrived at the physical Toys R Us store and we were told that the gift card we loaded with funds was only applicable to Diapers, Baby Formula and Wipes. We asked for a refund and we were told that it was not possible, even if the transaction had only occurred in the last 24 hours. The customer service representative on the phone said that they do not convert funds from their "VIB" program, which we thought was a standard gift card, to a normal gift unless it is under extreme conditions, such as a babies death. We asked to speak to a supervisor and the call was promptly terminated.

Desired Settlement: We want a refund of the exact amount we put on the card ($470). We do not want anything more than that.

Business Response: Dear Mr. and Mrs. *********, 
 
On behalf of Toys “R’’ Us, let me apologize for the entire experience stemming from your online V.I.B card load. At Toys “R” Us we strive to make every guest’s experience a pleasant one and we were disappointed when we discovered we fall short of that goal. 
 
As per our conversation I have enclosed a gift card valued for $517.00, which is a transfer of the full balance on the V.I.B card you have in your possession. This gift card does not expire and has no restrictions if you should want to use it. If you decide to return to the store for a refund please contact me, as this gift card is in a frozen state and cannot be used until confirmed you received it. I will also have to contact your local “R” Us store to arrange the refund. Please be advised the information you have provided about your experience with our call center has been forwarded to the appropriate department to be addressed.
 
Once again thank you for being an “R” Us guest. I took the liberty to document and update your case accordingly for future reference.  We thank you for your time, patience and valued business.       
 
Thank You
 
 
******* ******** Executive Guest Services 
*************
    

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *********




















5/8/2014 Problems with Product/Service | Complaint Details Unavailable
4/29/2014 Delivery Issues | Complaint Details Unavailable
4/29/2014 Problems with Product/Service | Complaint Details Unavailable
4/28/2014 Delivery Issues | Complaint Details Unavailable
4/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought two tablets for my grandchildren for Christmas with protection plans and now they say they won't honor the protection plans because the tablets were on sale. They sold me the protection plans so they need to honor them.

Desired Settlement: I would like Toys R Us to honor the protection plans I purchased and replace the tablets with two new ones that work. Thank you.

Business Response: Please be advised, under the terms & conditions on the Buyer Protection Plan administered by New Corp, the consumer will be reimbursed for the purchase price of the original tablets. We are taking no further action on this complaint.
****** *******
Executive Guest Services
Ref # *************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.
When can I expect my reimbursement?  And thank you so much for your help.


Regards,

***** ******




















4/21/2014 Billing/Collection Issues | Complaint Details Unavailable
4/21/2014 Billing/Collection Issues | Complaint Details Unavailable
4/17/2014 Problems with Product/Service | Complaint Details Unavailable
4/17/2014 Problems with Product/Service | Complaint Details Unavailable
4/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the attached- chewy cookie- from toysarus on howe avenue, cuyhoga falls, ohio..best before date jan 2014!!Do not tell me to take it back to the store as by the time i do that its cost me more in time and gas. Very very unhappy.

Desired Settlement: refund and compensation for potential food poisoning

Business Response: Contacted consumer directly, and apologized for the inconvenience the in store purchase may have caused. The store manager has been notified and has accommodated the guest with a credit for the product that will be done over the phone so the guest does not have to return to the store. Provided guest with the Risk Management department information, if a claim was to be pursued for the outdated product. The guest declined. No further action has to be taken.
 
Thank You
 
******* ********              
Executive Guest Services
*************

Consumer Response: Complaint: *******

I am rejecting this response because:i am still awaiting the giftcard with the refund on



Regards,

**** ******





























4/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: BabiesRUs.com is advertising a sale for ALL Boppy pillows and slipcovers, to be 25% off. When trying to order a pillow it would not reflect the sale price. Upon calling customer service I was told the sale excludes this one particular Boppy pillow. I noted that the advertisement clearly says ALL (which is shown in bold print) and nowhere does it say any exclusions or exceptions. He agreed that it did say all but regardless the "Bare Naked Boppy pillow" was excluded from the sale and they would not honor the 25% off. Furthermore when you click "shop now" on the advertisement it brings you to the Boppy collection. The first item listed is the "Bare Naked Boppy Pillow" that I am trying to purchase. I believe this to be false advertising and that if exclusions apply it should be said somewhere on the advertisement. I have a screen shot of the advertisement directly from their website to show how it says ALL in bold print with no asterisk or mention of exclusions.

Desired Settlement: I would like to purchase the pillow at the advertised 25% off sale price.

Business Response: Contacted the consumer directly and apologized for the discrepancy with the 25% off promotion, as well as the delay in response to the complaint. Guest advised that she had purchased the pillow elsewhere and no longer needs the item. I have sent the guest a $25 e-gift card that can be used in store or online.  

Thank You  

******* ********
Executive Guest Services
 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

Regards,

****** *****




















4/12/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/12/2014 Problems with Product/Service | Complaint Details Unavailable
4/6/2014 Billing/Collection Issues | Complaint Details Unavailable
4/4/2014 Delivery Issues | Complaint Details Unavailable
4/1/2014 Problems with Product/Service | Complaint Details Unavailable
4/1/2014 Problems with Product/Service | Complaint Details Unavailable
3/31/2014 Problems with Product/Service | Complaint Details Unavailable
3/31/2014 Billing/Collection Issues | Complaint Details Unavailable
3/31/2014 Problems with Product/Service | Complaint Details Unavailable
3/31/2014 Problems with Product/Service | Complaint Details Unavailable
3/31/2014 Problems with Product/Service | Complaint Details Unavailable
3/26/2014 Problems with Product/Service | Complaint Details Unavailable
3/26/2014 Problems with Product/Service | Complaint Details Unavailable
3/25/2014 Delivery Issues | Complaint Details Unavailable
3/25/2014 Problems with Product/Service | Complaint Details Unavailable
3/17/2014 Problems with Product/Service | Complaint Details Unavailable
3/17/2014 Problems with Product/Service | Complaint Details Unavailable
3/15/2014 Advertising/Sales Issues | Complaint Details Unavailable
3/15/2014 Delivery Issues | Complaint Details Unavailable
3/15/2014 Problems with Product/Service | Complaint Details Unavailable
3/15/2014 Advertising/Sales Issues | Complaint Details Unavailable
3/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I made an order at toys r us .com my order number ip was *********** I purchased a dresser that they had for 55.00 they were going to ship it to my *********** Babiesrus for free since they do ship to store. My location was available for that service. I completed my order later on that day they cancelled my order. I don't see why but the fishy part was it was not because they had no inventory bc I tried to order it later and it was available if u ship to your home if you would pay 99.00 for shipping when in my order it was to be shipped to local store for free and I would pick up from their. I emailed the company of giving me a similar product for same price. They did not reply with answer to my question what they put was a generect message to just keep checking their site but their was no warranty and they will not honor the sale price. I'm really frustrated because they are making people waste their time and send you a order acknowlgent but I bet when the item goes to reg price they will not honor. They have done this to many people also I have gone to their FB and it seems like all of this business is just letting people down with similar fraud. I have waited on the phone for a long time and I have no more patience something need to be done. Like I said funny how u go back and try to re order it's still available but they want u to pay for shipping when my order was sop pose to pick up in store,

Desired Settlement: I want my order to be completed as promised, I want them to stop doing this to customers. I would like my dresser or a similar dresser with same features and quality and brand if they don't have mine in stock anymore for the same price and to be delivered at no charge for the inconvenience.

Business Response: We are very sorry for the inconvenience and apologize for any confusion and/or misinformation.  However, the offer the consumer references was a special clearance event with limited quantities available, and the items that were part of this offer sold quickly. 
 
Cathie D’Eramo
Executive Guest Services
Ref# *************

Consumer Response: Complaint: *******

I am rejecting this response because:I don't believe that a company should be able to post a then not honor it. I know for a fact that what u are saying that u ran out was true bc like me many other people put in oreder s for all kinds of items and people would go thru process and then u guys cancelled the order, but some people got called if they wanted to pay more their order would be fulfilled. In my case what u did after u cancelled my order was say Oswell, but like I said in the beg later on that day u still had it for sale for the same price but if I wanted it I would have to pay shipping when as u can see u had free shipping to store why would I pay for shipping. Like I said I'm a good customer I purcgphase way too much from your company and I would like to be offered another product of the same features and quality for the same price and free shipping for the inconvenience and to make sure this never happens again to me like many other customers that if u refer to your reviews,FB and social network u can see that your business practices are unacceptable and we the customers deserve what we were purchasing or at least have an option in the same apples fir apples and as a customer should decide if we want the other product . But it should be equal in every aspect and for the sale price we were promised.



Regards,

****** ********





























Business Response: Please be advised we are in the process of resolving this complaint directly with the consumer.
 
Dear *** ********
 
It was a pleasure speaking with you this afternoon and am looking forward to working with you on an acceptable resolution to your complaint. I can be reached Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at ************ or by emailing ************************** 
 
****** *******
Executive Guest Services
Ref# *************

3/15/2014 Problems with Product/Service | Complaint Details Unavailable
3/15/2014 Advertising/Sales Issues | Complaint Details Unavailable
3/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello, I am a defect in the toys "R" us buy toys, I order number: *********** which received the Despicable Me 2 11-inch Talking Figure - Agnes is bad, Agnes head can not move, because I am in the China, received when it is bad is linked to the toys "R" us, but the toys "R" US said to return, but the international freight need I pay, the toy is too large and heavy, international freight I simply can not afford, I bought a lot of things at Toys "R" us, first received is defective, and I send e-mail to reply to a letter, but not to the other the solution, which makes me very disappointed, so big toy manufacturers sell bad toy, and you don't give the corresponding solution, hope BBB can help me!

Business Response: The consumer has received a full credit for the defective item, in the amount of $54.49. The credit will be returned to the guest original form of tender, in this case will be the guest PayPal account. Please allow 7 to 10 business days for the stated amount to be fully credited. 

Thank You  

******* ********
Executive Guest Services
 
 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

************ ************ ***




















3/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was not able to purchase any Sale items from Toys R Us (online) for 3 hours for the following reasons.. 1. One of the items was "pick up from store" only, and the 2 stores that carried the item according to Customer Service, did not really have it in store. Someone was lying. 2. Another item was available for delivery, but the sale price would change to regular price when i attempted to "check out" 3. Toys R Us customer service later denied having the items on special 4. When I provided Snap Shots off of their App. and Website proving the item was indeed for sale, they decided they could not sell me the item anymore because they were out of stock, and the item was discontinued, even though they had other models of the item that were also on special.

Desired Settlement: I would like for Toys R Us to honor their discount on another similar item. The promotion was for 90% off for the products made by a particular company. I still have the images from their website. I have the paper trail of my conversation via Email with Toys R Us. I am happy to provide everything i have mentioned in order to prove that Toys R Us is completely at fault for me not being able to make the purchase.

Business Response: We are very sorry for the inconvenience and apologize for any confusion and/or misinformation.  However, the offer the consumer references was a special clearance event with limited quantities available, and the items that were part of this offer sold quickly. 
We would like to offer the consumer 10% off their next on line order along with free standard shipping. 
Please reference your case number ************* when you call in to use your discount accordingly.
****** ******* ********* ***** ******** *************

Consumer Response: Complaint: *******

I am rejecting this response because: as I mentioned before, I had hours trying to purchase the item and wasn't able to not because there were no items available but because of a glitch in their online system. They still have other recliners/gliders, I would like the same offer on the same make of the chair, since their items are discontinued anyway. 



Regards,

***** *********





























Business Response: I’m sorry we could not speak directly this morning when I called you at the telephone number listed above, ****** *********.  I would greatly appreciate it if you would contact me at your earliest convenience.  I can be reached Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at ************ or by ******** *************************.
 
****** ******* ********* ***** ******** **** *************

Consumer Response: ********** *******

I am rejecting this response because:

I previously made attempts to resolve this directly with the R-Us company. Because this wasn't resolved when I made the attempts to do so, I would now like for the R-Us company to communicate with me through the BBB. 



Regards,

***** *********





























Business Response:  Please be advised to reach the consumers desired resolution we will need to speak directly. To finalize any transaction I will need to collect the consumer’s payment information. Due to prevailing compliance standards we are precluded from accepting payment information via email or through the BBB portal.
 
**** *** **********
At your earliest convenience please take a look at our exiting on line inventory of gliders. I will honor the deep discount sales price of Dec 2013 for any comparable item priced at or below the original selling price ($599.99).  Please keep in mind if you choose an item that is priced higher you will be required to pay anything above ($599.99) price + sales tax on top of what you would have paid if your order had gone through successfully.  Also, as far as *shipping options are concerned, if the item you select is only available for “Ship to Home” you will be required to pay the full shipping cost.
*Please note the “Free Ship to Store” and “Free In Store Pick” option is only valid if we have inventory in your local area. You must enter you zip code to check availability.
 
I can be reached Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at ************ or by emailing **************************
 
****** ******* ********* ***** ******** **** *************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

***** *********




















3/7/2014 Advertising/Sales Issues | Complaint Details Unavailable
3/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went into Babies R Us to trade in my old Sit n Stand Stroller for a new one, which I saw the online price at 139.99, marked down from 179.99. It did not indicate the this was JUST the online price anywhere on the site. (See link:http://www.toysrus.com/product/index.jsp?productId=21145216&cp=&parentPage=search). Furthermore, I received a coupon for 25% off, which I was going to use in addition to the price match. Most stores nowadays offer this, and I believe since this was a price ONLINE for the SAME company, it is completely justifiable to combine that with the coupon, because that alone had brought me into the store in the first place. However, when it was time to ring up the purchases, The Associate (who was new) asked her manager about how to do the price match, and she was told they "couldn't" do price match if I was using a coupon. I told the manager that the coupon did not make mention of price match, and I don't see any other terms and conditiions regarding price match anywhere for me to clearly see. She told me the coupon said "cannot be combined with any other offer", and I explained to her Price Match is not an offer, it's a courtesy, and every store does price match, especially when their OWN COMPANY WEBSITE says a certain price that isn't reflected in the store! I ended up paying more than what I thought I was going to pay, and I also kept my receipt. I left the store very unhappy, and was very upset at Babies R Us false advertising, or lack of advertising, for that matter.

Desired Settlement: I would like a refund for the difference. The full price of the stroller was 179.99Price Match: 139.99Minus 25% coupon My total would have been: 105+tax, approximately 111.56. and I would like to be refunded the difference after tax, which is approximately 34.00. Thank you for assisting me towards the speedy resolution of this issue.

Business Response: *******The consumer participated in our In Store only Great Trade In event. The guest is to trade in an old item and will receive a 25% off coupon towards a new and improved baby item of choice that is available in stores. With the Great Trade In event an item cannot be priced matched, as our guest have already received a 25% off coupon towards their new purchase. The new item cannot be matched with online pricing, with this being an in store only event, the guest has to be charged the stores pricing. The guest was charged correctly for this transaction and the guest cannot be refunded the difference. Please be advised, we are taking no further action on this complaint.

Thank You

******* ******** ********* ***** ******** *************

Consumer Response: Complaint: *******

I am rejecting this response because:

There was no literature supporting this anywhere on the coupon, nor in the store. Most companies are able to match a price with their online prices, seeing as it is the same company. So either you need to fix the website, or get in touch with your marketing department and make sure you are clear in communicating with the consumer. I don't think it's fair to your loyal customers that you put out a coupon like that, when everyone is aware of the price match option, yet you do not specify anywhere on your website, on the coupon, or in the store, that price match could not be combined with this offer. 

I'll be sure never to step foot in a Babies R Us again. 



Regards,

******** ******





























3/5/2014 Problems with Product/Service | Complaint Details Unavailable