ComplaintsforToys R Us Canada

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ****** Style Head from Toys"R"Us, **** ********* ** *** ******** ** *** *** on 18th December, 2023 for my granddaughter's Christmas. When she opened it on Christmas Day, we realized that it has no weighted bottom, suction cups, or other means to adhere it to a surface. Therefore, it falls over every time she tried to brush or style its hair (which is the purpose of the product). Most hairstyles such as braiding require two hands so it is simply not fit for purpose. I tried to return it to the store and was refused a refund on the grounds that the box had been opened. There was no way to tell that it wasn't fit for purpose without opening the box. I realize that Toys"R"Us' return policy requires packaging to be unopened but this isn't a case of buying it and then changing my mind when the box was opened. The product does not work and can't be used as intended. As a senior on low income, the money is a lot for me and I feel very disappointed that it can't even be used. I would appreciate a refund. Thank you for your help.

  Business response

  04/01/2024

  Good morning ********
  
  Thank you for sending us the customer complaint.  We have reviewed and would like to offer the customer an egift card for the value of the price paid and she can keep the product.  This way, she will not need to go back to the store.
  
  Please let us know if this is acceptable for the customer.
  
  We apologize for the poor quality of the product she received and have shared the feedback with the buying team for them to review.
  
  Regards,
  
  
  ********* *******
  National Customer Success Manager

  Customer response

  04/01/2024

  
  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.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  26/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Business was advertising 40% off all over the stores, on shelves where none of the items were on sale. *********** *********** ******* ******* ** **** *** *** *****

  Business response

  04/07/2023

  Good morning
  
  We gave received a copy of complaint ******** dated June 30 and reviewed it.
  
  The sign indicates that more than 1500 items are on sale at 40%  in the stores.  It does not indicate that the item behind that specific sign is at 40%.  The customer contacted us on June 23 regarding her displeasure and an egift card was sent to the customer as a one time exception
  
  We apologize if the signage was not clear to the customer and we consider this issue solved
  
  Regards,
  
  ********* *******
  National Customer Success Manager

• Initial Complaint

  24/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  bought a shower gift from a registry at Babies R Us on line on March 13th. Order received at mailbox on March 21 delivered by ****** ****. Order with packing slip was for another residence and customer. contacted company via "chat". Was told it was a ****** **** issue and I had to deal with ****** ****. 'Chatted" with a different representative & had to send photocopies of packing slip as well as pictures of box content, which I did. was told I would receive a return slip via email, which I have not received. have asked multiple times when I will receive my original correct order but have not received any response. My order was over $100 so would like to receive my order as soon as possible.

  Business response

  27/03/2023

  Good afternoon ********,
  
  We have received your email on Friday March 24, 2023 regarding complaint ********.
  
  The customer contacted us on March 23 to inform us of the incorrect item received.  We informed her that a shipping label would be sent to her.  The label was sent on  March 24.  As soon as the customer informed us that the item was picked up by *********, we placed a new order and informed the customer accordingly on the 25th.
  
  We apologize for any inconvenience this has caused the customer.
  
  Sincerely,
  ********* *******
  National Customer Success Manager
  Toys“R”Us Canada | Babies“R”Us Canada

• Initial Complaint

  30/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi there, Back in Feb 2022, I returned a toy (a singing machine ****** **** Karaoke system) its price is 129.99$ before tax with a gift receipt to Toys r us Brossard ***** ********** ***** ********* ****** *** **** The cashier gave me a gift card, he told me it has the money. I don't remember if he issued me a receipt or not. It turned out that he didn't activate the card for me. At that time I thought I'm dealing with a big name where my money will not be lost, On Jan 29, 2023, I tried using this gift card but I was told that it was never activated and they asked me for the receipt which I'm not sure if I've got or not. The manager explained to me that when issuing a gift card a receipt is issued for its value. *** ******* ****** ***** he said that as long as I don't have the receipt he can't help me any further. * **** ****** ***** ********* *** ******** **** * *** *** ******* ***** **** **** ************* *** ****** ******** ** *** *** * **** ** ********** ******* *** ** ****** **** ** * **** *** ********** *** ** **** **** * ** ******** ******** I hope you may help, Thank you

  Business response

  06/02/2023

  Good morning ********
  
  We have received your email regarding the complaint from Ekram Metry.
  
  After doing some research, we were able to locate the refund of the item done at our Brossard location on Feb 6, 2022.  The refund was issued on a gift card that doesn’t match the card number provided by the customer.  Can we find out if the customer has the refund slip and if there is also a possibility that the customer used the other card not realising it was the one the refund was placed on.  The card was used at the Brossard location within 2 months of being issued.
  
  We researched in our system and didn’t notice any communication from the customer on this issue, hence why we are inquiring about the above information.
  
  Once we have the information, we will review further.
  
  Sincerely,
  
  *********
  National Customer Success Manager

• Initial Complaint

  29/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed 3 orders on Nov 18 for 2021 ***** ********** basketball cards. The image on the website showed a 12 pack of cards plus a bonus 3 pack. Order number ******** ($31.32), ********($39.14), ********($39.14). The orders total 14 total packs. When i went to pick it up at ********** **** Toys R Us in Richmond BC. They gave me a different product. The packs only contained 4 cards only per pack and was completely different then what was shown on the website. I was expecting to get a 12 pack of cards plus bonus 3 cards. The store said i would have to contact online customer service to get this resolved. I contacted them on Nov 20 and they said a supervisor would email me within 1-3 days. Case number ********. I have not heard back and have followed up with customer service mulitple times. I feel they advertised something incorrectly and when i went to pick it up they gave me another product. Either way, they did have 12 pack of basketball cards in stock but would not honour it. They cancelled my order instead and i had to leave.

  Business response

  08/12/2022

  **** ******* ********* ** **** ******** **** ***** ***** *** *** ********* ********* ********* **** ****** *****
  
  We have reviewed the complaints received along with the customers files.  As previously mentioned to the customer when he contacted us on Nov 20, it seems that the image of the product was incorrect, however the description did indicate 4 cards included.  Once the error was brought to our attention, we work with the manufacturer (which provided the pictures and description) to take immediate action.  By November 23rd, the image was updated.  We do all we can to have accurate information reflecting on our website, however, errors can occur (as indicated in our T&C) and they are rectified as quickly as possible.   
  
  Unfortunately, the customer case was not escalated through the proper channels to reach a supervisor which would explain the delay in follow up on our end.  We have since brought this error to the agent’s attention.
  
  The product has a maximum of 5 units per customers in order to ensure everyone has access to this popular item.  The customer had placed 5 orders for 5 units each exceeding the maximum quantity. 
  
  The customer was offered a 15% code to use on a future purchase, however refused.
  
  Based on the above information, we are willing to offer the customer a onetime use $25 online code to be utilized on a future purchase in addition to the 15% which has already been offered.  Both promotional codes cannot be used on the same order as they are not combinable. The codes are valid for 30 days from the date it is issued.
  
  We apologize for any inconvenience this has caused the customer.
  
  Sincerely
  
  ********* ******* ******** ******** ******* ******* ******* ******

  Customer response

  13/12/2022

  
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  11/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On February 20th I placed an online order from Toys R Us for a total of $286.90 plus HST of $43.17. This order included a total of 10 items; to date, only 5 have been received. I received confirmation emails on Feb 22 and Feb 23 that all items had shipped. The missing 5 items are valued at $202.95 plus $30.44 HST. Multiple attempts were made to contact customer service, with no response via the company website. No tracking information or order updates have been provided. On March 8, I attempted to contact the company regarding my order via ******** messenger. The company responded confirming that my items had never shipped, and they made several attempts to contact their warehouses to get an update on my order status. I have requested a refund for the items based on the fact that several days have passed and the company is unable to provide an update on the status of my items. They have since stopped responding to my messages. I would like a refund for the items which have not shipped as the company is unable to provide an update on their status.

  Business response

  16/03/2022

  Business Response /* (1000, 5, 2022/03/14) */ Hello ******** We have received your email dated March 11 regarding complaint XXXXXXX. The customer contacted us on March 2nd under case XXXXXXXX and was responded on the same day regarding the name of the carrier. While reviewing the file, we confirmed that some items were not delivered and have now been refunded. As the customer paid by credit card and gift card, we will refund on these method of payment. The customer will receive an email confirming the credit within the next 24 hours. We apologize for any inconvenience this has caused the customer. Let me know if you require further details. Sincerely, Christine L. National Customer Success Manager Toys"R"Us Canada Babies"R"Us Canada Consumer Response /* (3000, 7, 2022/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the response. I did receive an email confirmation that 4 of the 5 missing items were to be refunded. I have not received confirmation regarding the fifth item, the ***** electric nail file*************************. Thank you. Business Response /* (4000, 9, 2022/03/15) */ Good morning, This item was part of a different shipment and we were not aware it wasn't received. The credit has now been issued. ********* Consumer Response /* (2000, 11, 2022/03/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have confirmed that all money for the missing items has been refunded to the original gift and credit cards. I'd like to thank the business for the quick response.

• Initial Complaint

  16/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased two $50 gift cards on Dec. 24, 2021 to give to my son for Christmas to go towards the purchase of a *************** full edition (retail $379.95). The plan was for my son to purchase a system in early Feb. However, now the Toys R Us website shows the item as out of stock and according to their customer service they will not be restocking and are in fact exiting from the video game market. Their web site does not indicate anywhere that the video game system is discontinued. I feel this has been a deceptive tactic on their part, displaying the systems on their web site which implies they will remain in the market and continue to sell them. Discontinuing the sale of video games is a major shift in their inventory inconsistent with their long term history, not something which as a consumer I should be expected to have foreseen. I have been in touch with their e-mail customer service who have refused to provide a refund for the gift cards and no longer respond. No other communication option is provided besides e-mail for corporate customer service.

  Business response

  24/02/2022

  Business Response /* (1000, 5, 2022/02/16) */ Good morning ******** We have received your email earlier today regarding complaint XXXXXXX. We have been in touch with the customer in the past few days to arrange for the refund since we no longer carry the product he was interested in. We are simply awaiting for his response to proceed further. As this is an exception, we simply need to hear back from the customer regarding the location he wants to visit so we can work with his local store to assist with his request. Please have the customer respond to you or reply to our email from February 15, under case XXXXXXXX. Sincerely Christine L. National Customer Success Manager Consumer Response /* (2000, 7, 2022/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Toys R Us did provide me with the refund for the gift cards which I had requested.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a **** set from toys r us in December which was supposed to be a birthday gift for my nephew. My nephew received a box from toys r us in January and when he opened it, the wrong item was sent. I paid over $90 for this **** set and got a $23 toy. I contacted toys r us and it took them so long to respond to me. They said they would send out the correct item right away which was on January 19th. After waiting a couple weeks, I contacted toys r us again and they said it wasn't shipped. They are saying they can't locate the item in the warehouse and I have asked to speak to a manager but no one has contacted me. Their bad customer service is very frustrating and the fact that they keep telling me they are sending it since January is also very frustrating.

  Business response

  28/02/2022

  Business Response /* (1000, 5, 2022/02/15) */ The customer contacted us to inform us of the misship on Jan 11 and received a response on Jan 19, due to high volume. The case should have been escalated to a supervisor at that time and wasn't unfortunately. On Feb 4, the customer followed up and a replacement order was processed. On Feb 9, the customer contacted us and requested to be contacted by a manager. The case was assigned to a lead and unfortunately, the order got canceled on Feb 10 due to item not being avail in our online warehouse. The lead immediately contacted various stores to locate a unit to send to the customer. The item was shipped on Feb 11 and delivered to the customer on Feb 14. We have issued a credit of 20% as an apology to the customer for the misship and the delay in solving this issue for them. We sincerely apologize for any inconvenience this has caused the customer. Sincerely, Christine L. Executive Customer Relations Manager ToysRUs Canada

• Initial Complaint

  10/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is regarding the store located on 3039 Howard Ave, Windsor, ON N8X 3T9. Last Saturday, January 29, 2022 my brother purchased a gift for my son for the amount of 33.67 + tax (Toy name: **** ******* **** Playset). My son opened it and did not like it. I went back to the store mentioned above with my son to return the toy and get another toy/game of his choice. I tried to package the toy to the best I could. I went inside the store, the elder lady at the return desk asked another young lady who was busy serving customer at the POS system if I could return the item. She turned and glanced quickly and said "It is not in a resalable condition" and she never explained why. If so, can Toys"R"Us upper management teach theses ************** ********* too excited to be manager how to package the item in order to be in a "RESALABLE" condition. I have three kids and I spent over $2,000 yearly worth of toys at that store specifically, just to get a young ******** lady, ********************************* to teach me some common business practice. Shame on such a corporation like Toys"R"Us to hire theses type of people. ***********************************************************************

  Business response

  28/02/2022

  Business Response /* (1000, 5, 2022/02/15) */ Our policy indicated that for a Return or Exchange, all products must be unused, in original packaging, in resalable condition and with the original receipt. Based on the fact that the customer indicated it was opened and their son didn't like it, we are left to interpret that it has been used. By resalable, we mean in a condition we could sell the item and that a customer would be willing to buy it in that condition. Customers usually prefers a packaging that has been unopened, especially in these day and age. Would it be possible to know if the customer has the receipt for the item they attempted to return at our Windsor location and to provide us with it. If the customer has the receipt, we can contact our Windsor store to see if they are willing to make an exception. If the customer doesn't have the receipt, the return is at the store discretion as the policy clearly indicates a receipt is needed for any return. Sincerely, Christine L. Executive Customer Relations Manager ToysRUs Canada

• Initial Complaint

  20/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on December 3 2021 in hopes of getting ahead on Christmas shopping for for my 8 year old daughter. Two of the seven items ordered arrived but the remaining five items have been "stuck" in a warehouse. I contacted the shipping company involved as to why the items had not been picked up and was told that it was an issue with toys r us. I have been told by multiple customer service representatives to contact the warehouse myself. After many failed attempts to contact a manager at the warehouse I was redirected to a warehouse employee who searched for the aforementioned items that I had ordered and confirmed that they were not at that facility. After seeking a refund I was told that one could not be issued because of the order status appearing as being "shipped" due to some internal error. Although many customer service representatives have offered a refund, none have been able to actually issue a refund. *************************************************************************************************************************************************************

  Business response

  10/01/2022

  Business Response /* (1000, 5, 2021/12/22) */ Hello ******** We have received your email dated December 20th regarding complaint # XXXXXXX. We have reviewed the customer complaint and would like to inform you that a credit was issued on December 19 for $121.10. We apologize for any inconvenience this has caused the customer. Sincerely, ********* ******* Executive Customer Relations Manager

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩