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Business Profile

Toys

Toys R Us Canada

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Toys.

Complaints

This profile includes complaints for Toys R Us Canada's headquarters and its corporate-owned locations. To view all corporate locations, see

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Toys R Us Canada has 117 locations, listed below.

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    Customer Complaints Summary

    • 29 total complaints in the last 3 years.
    • 11 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/01/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 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

      Date:26/06/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Business was advertising 40% off all over the stores, on shelves where none of the items were on sale. *********** *********** ******* ******* ** **** *** *** *****

      Business Response

      Date: 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

      Date:24/03/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:30/01/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:29/11/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 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,

      ****** ****

    Toys R Us Canada is NOT a BBB Accredited Business.

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