I went to Toys R Us on "Black Friday" and attempted to buy the First Act 5 piece Drum Set listed in their Sales flier for $49.99. When I got to the register the item rang up $99.99. I was told the drum set I had was not the one that was on sale. I asked to be shown to the one that was on sale and was taken to a drum set that was not even near the other First Act items in the store and the set I was given was a 4 piece set. I pointed out that the ad was for a 5 piece set and the clerk said that the ad must be a misprint. I said that they should honor the ad and then correct the problem but the clerk and a manager refused to do it. I went in to the store at 1pm, they had been open since 5am and had hours to correct this. I believe they placed the more expensive set where it could be seen and wanted people to purchase it and not get the sale price. I purchased the more expensive set anyway since it was the one in the ad and told the clerk I would be contacting the corprate office to complain. When I called the customer service rep took my nam and phone number and said a supervisor would call me back since the store would not honor an ad price. I was contacted back by a supervisor within 30 minutes. The supervisor said he could see the error and it was on their website also and he said he was sorry for the confusion but all he would do was call the store and have them hold the less expensive set and I could go back and return mine and purchase the cheaper one for the sale price. I am not satisfied with their response and feel they should honor their ads or place a retraction in the store when the problem is noticed, not wait hours and refuse to honor prices when they know their ads, store signs, and website are misleading.

I am a manager, and what happened to me yesterday at TOYS R US is the worst thing a business can do, the worst business practice I have ever seen, and the worst MANAGER in front of a business..!!!

I purchased a scooter as a birthday present for my kid, this is an electric scooter manufactured by RAZOR, model E200, it was purchased on June 17, 2006. The scooter was working fine and my son has been enjoying it, until it had some kind of electronic malfunction on June 29, 12 days after it was purchased. I was told by the STORE that is has a 45 days warranty and I clould return it to TOYS R US..and it also has a one year full warranty from the manufacturer...

I decided to go to the store for the warranty, the first thing I was told my the MANAGER was: sorry, we can not take it back!!...I am really sorry, but we do not accept electronics items for warranty. You must contact the factory and place a claim. I told him, that this was his responsability, and he should take it back, and give me another unit or send this one to the factory at their expenses, not mine. He got mad, and said: sir, I repeat..we do not take this kind of items back...if you read the scooter manual, it says: do not return to the store!!...I told him, that I was unaware of it, and this manual was hiden somewhere in the box..and they told me when I purchased the item, that it has a 45 days warranty from the Store.

He said, that the lady who told me that, is wrong and he is going to fire her.

MY QUESTION IS: If I purchase a car at a local GM dealer, and my car has something wrong with the electric windows and take it back to the dealer for warranty, will the dealer tell me to take the car back to the factory in Cincinatti, Ohio?

I BELIEVE TOYS R US IS WRONG!!..and I am also a manager and we take back anything from our customers, even if we have to send the items back to the factory at our own expenses!!!

TOYS R US is doing a bad business practice and I wonder if this is something very usual. I don't care too much about the cost of the scooter, it was $150, and I will buy now a motorcycle at HONDA for my son, is more expensive but I am pretty sure HONDA has a better reputation than TOYS R US..!!!..my advise to our readers and customers: try to avoid TOYS R US..!!!

I returned a couple of unwanted birthday gifts last September and got a merchandize credit electronic card. When I tried to use it a couple of months later, it's balance showed 0. After a lot of hassle, several calls to the customer service center, dropped callas and re-telling my story to about 5 different CSR, I was notified that someone used my card to purchase goods online. Naturally, these goods were never shipped to me. A fraud inquiry was supposed to be initiated by TRU. Emphasis on the "was", because when I called a couple of weeks later (went through the same process of several calls, transfers, dropped calls, retelling my story again and again, because even though I had a case number no one had an idea what I was talking about), they promised that NOW they'll work on it. That was in Dec. In January I got no response from them. On the first week of Feb. I called. Again. Still no answer. No one knew what was going on. In mid Feb. I finally got an answer that a new card was being issued to me.
That card finally arrived by mail, but when I tried to activate it, the CSR asked my for a verifying detail that I supposedly provided them (my mom's maiden name). The thing is no-one asked me for verifying details, so of course there was a mismatch between whatever bizarre information they had on file and what I knew was my mom's maiden name. An hour and a half call, a lot of frustration and "I'm sorry, there's nothing I can do" on part of the CSR, a couple of transfers later and still – the card could not be activated. They even asked my for the original receipt for the original gift card, and refused to understand it was a merchandize credit for which, naturally, I have no receipt.
At one point they offered that a senior CSR would call me back in 3-5 business days.
I was tired of their incompetence and the fact that it took them 3 months (!) to reimburse me (in a way I couldn't even use), and threatened to sue them for that amount + any grievances that were caused.
That worked!
Five minutes later that card was suddenly functional. Surprise surprise.
I will go back to TRU one more time – to use that card, and that's it. I will no longer take my business to a place that treats its customers that way.

This is for all the customers who are complaining about the Toys R Us return policy.

Read the back of your receipt, what does it say. Its says that you MUST have a receipt for a RETURN OR EXCHANGE.

Not every item that leaves Toys R Us is paid for. A lot of people do steal, sorry to say but it happens a lot even more so due to the economy.

Here is a little lesson MAKE SURE YOU GET INDIVIDUAL GIFT RECEIPTS.

It is not Toys R Us fault that you either misplaced, lost, or don't want to get the receipt from who gave you the item.

If you are buying online and returning back in the store YOU WILL NOT GET MONEY BACK FOR THE ITEM. You will only get store credit, don't like that use the FREE mailing label and return the item back to the warehouse.

Electronic Items:
ONCE YOU OPEN IT YOU BOUGHT IT! You are only able to return for the SAME EXACT ITEM ONLY! So make sure that you want the item for sure before you open it

NO Toys R Us will not replace your video game because your child scratched the game disk or dropped the digital camera in the pool. THAT IS NOT TOYS R US FAULT. You were offered a Buyer Protection Plan when you bought the item, maybe next time think a little and buy the item and not risk it.

While I am on the topic of Buyer Protection Plans:
YOU NEED TO BUY THE PROTECTION FOR THESE 3 ITEMS:
DS
DIGITAL CAMERAS
WII FIT

If you don't buy the plan and the items do break nobody should have sympathy for you. If you don't think that your 5 child will not destroy a DS which is a touch flip screen handle game system then you should go lay down in the highway during rush hour, or please don't have any more children because we don't need any more stupid people in this world.

The Protection covers drop damage, cracks, water damage, and other things. Do your research before you buy! But to be 100% honest on expensive items the protection is way worth it.

Guest Service:
A word of advice don't go into the store demanding that they should do something for you. Most likely you are not going to get what you want with a bad attitude, and ignorance. Be kind and they will more than likely be happy to attempt to help you. It is easier to catch bees with honey than vinegar. The customer is not always right and mostly the problems lie in the fact the customers either read what they want to read or ignore the small print.

Ads:
Sale ads are decided a year in advance (at a convention between Toys R Us and the manufacturers) so don't get all mad if there is only a few of the items that are on sale or none at all. What they get in stock is based on what the MANUFACTURE send Toys R Us. Best advice is to call ahead. Oh and yelling at the workers because they are out a item on the last day of a sale is ridiculous (also if the coupon expired). That is your fault and your fault only. The early bird catches the worm.

Online Vs. In Store Prices:
They are not the same so quit claiming false advertisement. Online and In-store are two separate companies, so they will not always be the same. Shipping and handling play a major role in the pricing difference.

I was looking for the Barbie & The Diamond Castle Playset for my daughter for Christmas. I had looked everywhere. I looked at all the WalMarts, Targets, and KMarts in El Paso, TX and Las Cruces NM. I had also had to travel for work so I checked the Deming NM and Silver City NM WalMarts also. I was not able to find it anywhere.

On 12/12 I went onto Toys R Us web page to try to order it there. They were out of stock but they had this feature that you could get an email when it was in stock. I get email on my phone so I thought that would be great because no mater where I was I would get the email and then I could order the Barbie & The Diamond Castle Playset right then and there, so I signed up for the notifications. The next morning on 12/13 @ 6:30 AM I got the email that said they were back in stock. I got up from my bed and ran up stairs and ordered it over the phone.

The guy I talked to told me that it was in stock and would ship within one to two business days. That would make it ship on 12/15 or 12/16 because it was Saturday. He assured me that I would have it on time for Christmas. The Toys R Us web page also said if you order anything before 12/19 you would get it by Christmas Eve. The guy told me I qualified for some makeup kit for free also I just had to pay for the shipping. I said fine and added it to the order.

On 12/13 @ 7:28 AM I got the email confirming my order with the items in stock and ready to ship. At 10:30 AM I got another email from Toys R Us saying the items are being processed and I would be charged $111.46 for the items with shipping.

On 12/15 without fail the first item was shipped. I went on to track it and found out that it was just the makeup kit from Toys R Us. Not the Barbie & The Diamond Castle Playset that I had really ordered. Just like clock work the Makeup kit arrived from Toys R Us on 12/17, but the item I really ordered still had not shipped out. I then called Toys R Us when I got home from work and the person I talked to said that she was not sure why it had not shipped out but would look into it but I should still not have any issue with getting it here before Christmas. I said OK thanks.

I waited until 12/19 to call again to see what was the stauts because it still showed processing the Barbie & diamond Castle Playset on the Toys R Us web site. When I finally got to a person it was around 12 PM. The lady I talked to told me that it had still not shipped out and could not understand why. She put me on hold for about 10 min and said that she would get an email to her supervisor and they would be calling me back. She also told me I would be getting it before Christmas. Once again Toys R Us was lying to me.

I never received a call from anyone. I got an email @ 4:22 PM on 12/19 saying that the item had shipped. I went on UPS to see when I would be getting it and it only said the billing information had been received. I had to wait until 12/20 to see when I would be getting it. I was glad it had finally shipped.

So today 12/20 I went onto UPS.com to track my Barbie & The Diamond Castle Playset and what a surprise�. I was not getting it until 12/30. THAT IS FIVE�FIVE�DAYS AFTER CHRISTMAS. I am so disappointed. I called Toys R Us again now for the fourth time and talked to another lady. She told me there was nothing she could do for me. She said the package was too heavy or they could have expedited it. Why was I not called? I would have paid the extra to get it on time. I was told I would be called by a manager. It seams to me that the �managers� at Toys R Us are afraid to talk to the customers. The lady on the phone from Toys R Us told me that she would have to send another email to the manager and they would call me. I told her I wanted her to ship me a new doll house and make it two day. Then I would get it by Christmas and I would send back the one that gets here on 12/30. She said that she would send that request to the manager in the email. I asked if I could talk to a manager and she said there are no managers there. I asked it there was another phone number I could call to talk to someone above her and she said NO. I asked how long it takes for a manager to call me and she said, �I don�t know.� I can�t believe this is the way Toys R Us runs it business. I am a manager for a major communications company and if one of my customers, I don�t care who it is, wanted to talk to me I would expect my techs to put me on the phone with them right then and there. I would never treat a customer like Toys R Us is treating me. If we are nothing else in this would we are all connected by the human race. How is it that Toys R Us is so disconnected that they can�t simply talk to their customers? An email has to decide if my daughter is going to have a good Christmas or not. Man Toys R Us you really blew it.

Here is the info. if you would like to do a internal investigation. I sure you will not but I really don�t care at this point. I will also be posting this on every site I can find so that everyone will know what Toys R Us did to me and my child on Christmas.