Tried ordering a gift on the BabiesRUs Registry for my cousin today. Two items that were listed as available online. One was a sheet. The other a bumper pad set for the crib... that matched the sheet. Got notice order was accepted. Seven hours later, got a notice saying that part of the order was unavailable and that part of order was canceled. The bumper pad set. I don't need the sheet if I can't get the matching bumper pad. I've tried and tried to contact BabiesRUs but can't. They will be sending me a $9.99 sheet, add shipping and tax and this sheet will be over $22! With no bumper pad set. Website claims to have LIVE customer service reps 7 days a week, 24 hours a day. All I got was a computer that only asked limited questions... nothing that could help me. This is embarrassing for a company so large to offer such horrible service. I will never, ever order anything, buy anything again from ToysRUs or BabiesRUs and I advise everyone, think twice before ordering something online.

I visited your Roanoke, VA locations today and I just wanted to take the time to tell you how dissatisfied I am with your service. I work in customer service for a cell phone company and I have never been treated with such disregard in my life. I had bought 700.00 worth of toys for my son on the day after thanksgiving. Out of those purchases was a spider man tricycle for him. I went to put the tricycle together today (he was too young for it at Christmas time), and found that the piece that holds the wheels to the main piece was missing for one side, rendering the toy useless. I called the store before I went down there and told them I did not have the receipt and the young lady on the phone told me it was no problems just bring it in as long as I had the box and pieces. I packed my 18 month old son into the car and went down to the store which is about 30 minutes away. When I arrived at the store and went inside (I had all the parts minus the one missing and the original box, almost all the parts had the original plastic still on them) I spoke to the same young lady who I had spoken to on the phone and she told me that since I did not have the receipt and they could not find the purchase by my phone number there was nothing they could do for me. I then told her I spoke with her and she said it would not be any issue. She said there was nothing she could do, so I then asked to speak to her store manager. The manager, Ron, told me without a receipt there was nothing I could do but contact the manufacturer. I then explained to him that I did not buy it from the manufacturer, he did. I told him that I buy it from Toys r us because I believed I would be getting a quality product. He then gave me the 1800 number for Toys us and I contacted them. I spoke to representative after representative who told me “nothing we can do” and continued to tell me “ma’m no one is going to help you”. I was very upset and then “Stephen” I believe his name was (he said his supervisor was Caleb) came on the phone when I asked him if he was a supervisor he told me “No I was put on the phone to DEAL with you” I then said I did not appreciate the way he was treating me and he told me “no one is going to do anything for you ma’m and you need to stop asking to speak with other people” I asked to speak to his supervisor and he told me he did not speak to customer’s. This particularly upsets me. How can someone who works for a store disregard their customer’s so much. I then went how and on your website it says without a receipt you could only receive store credit (which was all I wanted), but you RESERVE the right to reject any refund. In my mind that means if you sell me a junk product and I lose the receipt I am stuck with it. On my son alone I spend at least 700 a year at your store, multiply that by 18 years and you do the math. It may not be a lot to the trillion dollar company toys r us is but it is very disheartening for representatives who do not realize that customers essentially write your paychecks. I choose to drive past Wal-Mart and visit your company because I thought you would provide me with the best customer service, I guess I was wrong. I will no longer be frequenting your establishment and will take my business elsewhere. I also plan on letting anyone I know the unnerving disregard for customers at your corporation.

MY FATHER ORDERED 500.00 ON 2 GIFT CARDS ON 12-6 THEY WERE SHIPPED ON 12-12 I HAD THEM NEXT DAY AIRED TO ME. I JUST HAD A CRANIOTOMY BECAUSE OF A BRAIN ANUERYSM BLEED. I HAVE 5 PLATES 10 SCREWS AND 2 CLIPS IN MY HEAD, I AM LUCKY TO EVEN BE HERE CELEBRATING CHRISTMAS WITH MY CHILDREN AND MY DAD WAS HELPING ME OUT BECAUSE I HAVE NOT BEEN ABLE TO WORK. I AM LEARNING HOW TO WALK AGAIN. SO I WENT TO TOYS R US TO BUY PRESENTS FOR MY 3 CHILDREN, SPENT 3 HOURS SHOPPING THEN WENT TO THE REGISTER TO CHECK OUT AND THEY SAID THAT THERE WAS NO MONEY ON THE CARDS THAT SOMEONE USED THEM ON THE 18th OF DEC. I SPENT ANOTHER 1 1/2 HOURS WITH THE STORE MANAGER TRYING TO GET THIS SETTLED WITH THE ON LINE PEOPLE WITH NO LUCK. WE WERE TRANSFERED TO 5 DIFFERENT PEOPLE DISCONECTED 3 TIMES AND NOTHING GOT TAKEN CARE OF. FIRST THEY SAID I USED THEM AT A STORE, THEN ONE SAID THAT THEY WERE CASHED OUT, ONE SAID THE SHIPPING PEOPLE MUST HAVE GOTTEN MY CARD NUMBERS AND USED THEM, ANOTHER ONE SAID THAT AN ORDER WAS PLACED ON LINE FROM THE SAME STORE THAT ISSUED ME THE CARDS IN LAS VEGAS. I LIVE IN FLORIDA. DAY 2 I SPENT ANOTHER 5 HOURS ON HOLD WITH SEVERAL DIFFERENT PEOPLE ALL TELLING ME THAT THEY WOULD FIX THIS. NOTHING AGAIN. DAY 3 SAME B.S. ON HOLD FOREVER OR WAITING FOR A RETURN PHONE CALL THAT I YET TO RECEIVE. DAY 4 IS TODAY. ON HOLD FOR HOURS AGAIN. THEY SAID THAT THEY WILL BE RE-VALUING THE CARDS FINALLY! BUT IT HAS BEEN ALMOST 12+ HOURS AND STILL NOTHING ON MY CARDS!!! TOMORROW IS CHRISTMAS EVE, MY LAST CHANCE TO GET PRESENTS FOR MY KIDS. I CAN NOT BELIEVE THE RUN AROUND I AM GETTING FROM TOYS R US THE FAMILY STORE! I HAVE NOT SLEPT IN 3 DAYS JUST WONDERING AND WAITING TO SEE IF WE WILL HAVE A CHRISTMAS THIS YEAR. AFTER ALL THAT I HAVE BEEN THROUGH IN THE LAST COUPLE OF MONTHS WITH MY SURGERY, THIS BEATS ALL! THEY TOOK MY FATHERS 500.00 AND NOW I HAVE TO WAIT UNTIL THEIR FRAUD DEPT FIGURES OUT WHO USED THEM AT THEIR OWN LOCATION!! I AM SO DISGUSTED WITH THEM, IT IS CHRISTMAS TIME. WHAT A MESS!!
WELL THANKS FOR LETTING ME VENT. I GUESS I WILL BE CALLING THE POLICE NEXT. MAYBE THEY CAN DO SOMETHING FOR ME.
THANKS FOR LISTENING & HAVE A NICE HOLIDAY!!

Toy's R Us advertised buy 2 get 1 free Wii games both in print and on the website. However, the games were NOT AVAILABLE at that time when the ad was valid. Upon asking about this I was told "There was a shipping problem and the stores did not receive the expected inventory." I was also told that they would not allow me to purchase them when they did have them in stock. I continued to insist that they do and requested contact from a supervisor and was told that they could not put me in contact with a supervisor. Then suddenly I was emailed by corporate with "Terms and Conditions" from the website that stated "All features, content, specifications, products and prices of products and services described or depicted on www.toysrus.com and www.babiesrus.com (together this "Web Site"), are subject to change at any time without notice.

And

The inclusion of any products or services on this Web Site at a particular time does not imply or warrant that these products or services will be available at any time."

So basically they are saying they can create any advertisement and then say that they do not have to honor the advertisement because - oops they changes their minds or

they all of a sudden don't have any of what was advertised and there is nothing you can do about it.

They also attempted to falsify an email response by doctoring the attached previous emails to look as though they had actually provided this information previously, which they did not and they added a name to the email, that was not there previously.

I believe that if you are going to advertise something for sale, that you should honor your ad and not be deceptive. This screams fraud by Toy's R Us and they should be held responsible for this.

I am EXTREMELY frustrated! I went to the Toys R Us website to buy a few gifts. My first negative EVERYTHING I went to buy was "temporarily unavailable" I literally spent 45 minutes trying to find something for 3 kids! I should not have to search and search for 45 minutes to simply find a few items. I wasn't even looking for "hot" items, just run of the mill stuff. My original intent was to find MANY items for each child, but I could NOT even find one for each child. I called your customer service rep and explained my problem, and told her that I was VERY frustrated. For my inconvenience I was able to get free shipping, but I was not ready to place my order yet, so she said to call back and give her name "Ashley R. in Wisconsin" and that she had spoke to her supervisor and all would be OK. So I went out to dinner with my family, came back and called..when I went to place my order, the guy was like Hmmm>I am going to have to ask my supervisor about this. Comes back and says there is more to it to get free shipping then giving me a reps name & location. That they were unprofessional in doing so. He said he would have to run it by a supervisor again, put me on hold, came back and asked for my name & if I ever ordered from TRU before, put me on hold again, came back and said he wasn't able to get a supervisor yet did I want to hold, I said yes, I want to get this rectified. He said I would put a request in to research this issue, and that someone would get back to me with in 48-72 hours. I was like WHAT? This defeats my purpose her...to SIMPLY find gifts for 3 children. I said well I've waited this long, I'll wait my turn to talk to a supervisor. He checked back with me 2 more times and asked if I still wanted to hold..at this point he said well, I don't even think a supervisor is here, and that he was really sorry. I have a timer on my phone and at this point I had been on the phone & on hold for 58 minutes and 57 seconds. How is that for ridiculous! Here I am a customer with 3 kids who spends TONS of money each year on my children and other friends & family explaining that all I wanted to do was to buy a few gifts online to make it easier on me as my youngest is a newborn, and at one of the largest toys stores online store I cannot even achieve that. I have been shopping online for years, as well as at a few of your competitors, and have NEVER had this many problems! I would seriously share my story with friends after what I have been through here, and I hope that you can they it right.