Slow delivery and poor customer service
I bought some lego sets online. Estimated delivery time 4-6 days (to Sydney, Australia).
After 1 week it hadn’t left the warehouse. Overall took 9 business days to arrive. Very difficult to contact the store (they don’t answer phones and the email responses seem generic). The product itself I cannot fault, but be aware if you are ordering from ToysRUs it will take longer to arrive than advertised.
I ordered an in stock item and paid priority delivery for product.
Priority delivery was estimated at 1-3 business days.
One week later and item still had not left warehouse.
Couldn’t get through on phone so emailed them numerous times throughout the week and finally after waiting a week for dispatch alone I requested cancellation of the order only to be sent an email confirming my tracking number and that it had now Miraculously been dispatched.
24 hours later and still have no tracking information let alone eta for delivery.
Absolutely no care for customer satisfaction.
Stay away use toy mate instead. Fast efficient reliable and they price match. Aaaargh.
Wish I had read these review before I purchased. I ordered a very expensive lego set with the plan to keep it in pristine condition brand new in box. It arrived with the box knocked about and they refuse to resend and offer me a 5% discount. Seriously what a joke. I will say that they were responsive when I made a complaint. They just refuse to really provide customer service
Slow dispatch process
I placed an order for a lego set 8 days ago and finally, today, it has shipped, albeit too late for the long Easter weekend which is unfortunate. I think 8 days to dispatch an order is very slow and frankly it is uncompetitive. Seriously, how long does it take to pack a box and dispatch it? The answer is at least 8 days. They must have one hellava backlog...
In addition there is no way to determine why the order is taking so long or how long one may expect to wait; the order status is simply "processed", which at least in my case seems to repr...esent "money collected, now going to take our sweet time". After 6 days I caved in and sent an email to them, which took them 1 day to reply to. All they could tell me was that the order is with the warehouse and is awaiting dispatch. You don't say. Before writing this review, which is really just a complaint about their slow dispatch process, I read a bunch of others which were all of a similar nature. So at least my review/complaint won't be lonely out here in the interwebs. Toys R Us: You guys need to pick up your game!
Toys R Us do not respond to you, they don't answer their phones and orders don't come. I paid for express shipping and I still after nearly 2 weeks have not received my order. I am absolutely ropeable with their service. You really need to help your customers more and answer queries and calls.
After more than 2 weeks, no numbers that allow verbal contact and one generic email after many emails sent, my package has not even been sent, I understand delivery may take time but no confirming response and no tracking available is just appalling! NEVER AGAIN!!!! (this was a present for best friend's newborn, baby now born and no delivery, feeling very let down)
STAY AWAY!!!! And hobbywarehouse too!!!
I ordered some lego sets a month ago, and after paying the full amount I was told they were out of stock. They asked me if I would be happy to wait for them to be restocked, I said yes, and this was the start of my nightmare.
1 month later, I saw them selling those sets again on their website but I wasn't notified with any dispatch notice. I sent an email asking them what was going on, got a reply telling me the cc verification didn't go through. I checked my order status, the cc verification went through last month, and the full amount was ded...
Great range, great prices, non existent service impossible to navigate their payment security.
Product isn’t delivered after numerous emails.
Slow to reply. 2 weeks from purchase date, nothing happening and a refund will come next week. Not my Choice for the refund, I want the products.
Terrible company no customer service
I paid for express delivery for my daughters birthday present it didn’t arrive for 2 weeks and I emailed twice with no reply asking where it was. Would not recommend and will never purchase from here again.
bad customer service
very bad customer service, they change the order before contact you. also make difficult to return.
long story short, I order toys from them, they change the order later without any notice.
Illegally referred to manufacturer, against consumer law in Australia.
Toy didn’t work out of box.
Repeatedly referred me to manufacturer regarding fault with toy. This is illegal under consumer law in Australia.
Emails gave me the run around.
Got sick of it and escalated to Paypal.
Have now read other reviews that sound similar.
Wouldn’t use or recommend this company.
Service is as bad as it could get!
Extremely disappointed with the service. Made a large order of LEGO and online payment was initially stuck due to the link given by Toys R Us for email verification didn't work. Emailed them and they replied immediately saying that a customer service representative will be in touch within next few days. One week later, still no response from Toys R Us despite multiple unanswered emails and unanswered phone calls. Credit card payment went through few days after the purchase despite the email verification still failed. Now I have thousands of dol...lar charged to my card with no product actually been purchased. Finally after further multiple attempts to contact them, they cancel my order without any explanation. Well done Toys R Us, you're officially the worst online retailer that I had ever come across. Would stay away from Toys R Us from now one for sure.
- Online store
I ordered a toy Bruder dump truck for my son as a Christmas present. When he opened it on Christmas day, we discovered that it is faulty with the dumping tray detached from the body of the truck.
I sent 2 messages (including photos) to Toys R Us via their website over two weeks but received no response. I then escalated the matter via PayPal and threatened to reverse the transaction. They did respond at this stage but tried to fob me off to the importer of the toy.
After I highlighted to them that what they are doing by sending me to the im...porter is a breach of consumer law, they changed their mind and sent me a return slip which I used to ship the damaged toy back to them. They collected the returned toy but haven't contacted me or provided a refund. I would strongly advise you to avoid this company. They seem to have problems honouring warranties on faulty products. Their customer service is absolutely terrible.
Shut them down
Ordered a product that was in stock and requested & paid more for express post. Had the money taken, rec’d an ‘order processed’ email but nothing since. No one answers the phone or responds to emails. Absolutely disgusting and considering their main customers are technically kids they are leaving a trail of disappointment behind when no presents are delivered on time or at all. Wish I’d read these reviews before ordering through them!
Disgusting customer service
Beware of shopping with toys r us online. The customer service is absolutely disgusting. I dealt with Tom who provided false information and lied about receiving emails. I cancelled orders, following Toms advice , the orders were then sent to me and now toys r us won’t cover return post costs. The worst customer service I’ve ver received. Shame on you toys r us!!
Deplorable service, no toys delivered for Christmas, no response to emails or phone calls.
Very disappointed with the deplorable service from Toys R Us. I ordered my kids Christmas toys mid November. They emailed with advice they had refunded a small amount and I needed to email them back with the amount to confirm the order or would cancel the order in 7 days. Unfortunately I did not see the email. There were no calls or other notification.
In mid December, completely unaware of the email Toys R us had sent I started wondering where my order was, I tried calling and emailing - no response. I then searched my email on the 22nd of D...ecember and found the email informing me about the small refund. I called and emailed again, left voice messages - no response. I checked my bank account, a refund of $0.12 had been made soon after I had ordered but even though I have not received my goods or any other information about my order I have not been refunded my money. I had to rush out and get Santa toys for my kids on the 23rd of December. As a single parent this is not easy, I had to get my late husbands mother to mind the kids so I could make sure Christmas was not ruined for them. The whole experience has been stressful and disappointing to say the least. If only they had responded or followed up on their refund policy this whole situation could have been avoided.
In time for Christmas
I bought a laser tag game online just 4 days before Christmas. Toy was sent fast and arrived just before Christmas. Happy with the Toys R Us and Star Track. Thank you.
Waist of time & money
Purchase history shows iys already been shipped. Contacted the seller after 1 week pasy in eta, and got informed that they dont have stock
I am a grandmother who placed an order early on 1 December fully expecting that the goods ordered would be under the tree for my grand daughter at Christmas. Toys R Us deducted the monies from my credit card but other than to say the order has been processed I have received nothing about it being sent. This is very disappointing. At the time of placing the order the goods were in stock. I expected far better from what I previously thought of as a reputable firm. I will never do business with them again!
Shouldn’t be allowed to “trade” at all
Ordered 2 gifts on 8 December both showing as “in stock - ships in 2-4 business days”. Order status changed to processed within 1 day then nothing happened. Received 1 response to a contact form then nothing since. Now lodging a PayPal dispute to try and get my money back. Heartbreaking for my 4yo who wanted 1 specific type of doll pram we could only find there.
They need to be shut down.
Questions & Answers
I placed an order online on 6th April leaving Doncaster store. It’s now 14th April and tracking is still stating awaiting pick up. My order tracking number is 43053732 and it seems even Fastaway don’t have this number registered. Very hard to make contact with anyone from Toys R Us to find out where my 2 x kids chairs are and when we might get them. Very very disappointed
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