Toys R Us / Babies R Us Online store

This baby bicycle was a huge disappointment. The build quality felt flimsy, the wheels wobbled after just a few uses, and the safety features were poorly designed. My child was uncomfortable riding it, and I didn’t feel confident about its stability. Definitely not worth the money — I would not recommend this product.

I bought a cubby house for my nephew they cancelled it and now they won't give my money back $950 gone and he ended up with no present don't buy anything from this company give me back my money and they don't deserve 1 star it's only because you have to

Can't fault them! – I was super nervous to order from this website due to the reviews but I honestly couldn't fault them, the order only took about 2-3 days to come, and all email communications where good! All fantastic really

Good prices, fast postage – I was a little concerned to order from this store with all the bad reviews, but luckily I had a very good experience. The toys were a great price, were posted the same day that I ordered with Australia Post tracking, and arrived in perfect condition. They responded very quickly and politely to my emails. The only negative was that the free postage… Read more

on orders over $150 didn't apply automatically, so postage was $15. When I contacted the store they replied straight away and said that they would refund the postage after I ordered. I didn't end up pursuing this as I received a 10% discount voucher for my first order, and this covered the postage. I would order from them again, especially if they can fix their postage settings.

Fantastic barbie item – I ordered a Barbie dreamhouse on a 2 day special of $149!! Fast, efficient service from Toys r us online as it arrived quickly by australia post! Wonderful bday present for my 6 year old granddaughter ! Easily assembled, looks fantastic, everythng works as it should! Fun times ahead

I would never buy with them again so bad – Terrible customer service, no refunds returns, exchanges or credits. Only if the item if faulty. Stuck in the past. It’s 2023 offer a credit it exchange at least. Must be the only business in Australia to not offer this as a minimum. Hopeless.

DO NOT BUY FROM THEM, learn from my mistake – On 12th December 2022 we purchased a HSB Monster RC truck from Toysrus online which we gave to our son for Christmas. My husband worked Christmas Day and our son wanted to wait till he could play it with Daddy so we opened it on Boxing Day. Within minutes we knew it was faulty, it couldn’t steer properly, and the drive shaft kept on popping out… Read more

which was not fixable. We packed it up immediately ready to return to them and I emailed Toysrus on 27/12/22 to tell them the product/RC truck was faulty. The steering is faulty, the right driveshaft pops out as soon as you turned it right. I got an auto reply on that day saying a ticket had been created for the job. I contacted Toysrus again 23/12/22, they replied that day asking for a video of the issue for their warranty team to review. I replied saying it was not easy to video, that the product is faulty. They replied that they still needed a video & they didn't have a full explanation of the "fault". I replied that we had clearly detailed the fault & we did a video & supplied it to them at the same time asking again for a refund & postage. The came back & said that it wasn't a fault but design to prevent damage. We again clearly articulated that it was faulty, that it had only been used a few times when we gave it to our son on Christmas day & that the driveshaft was coming out immediately. On 2/2/23 they finally gave me a postage label, I posted the item to them on 3/2/23. On 21/2/23 I emailed asking what was happening as it had been almost 4 weeks. They replied it takes a few weeks for the items to be delivered to their warehouse after being marked as delivered by AustPost. On 2/3/23 I replied "I've given you 2 weeks since last email & still nothing, this is now 5 weeks since we posted it back to you. On 6/3/23 they replied that it has not been received in their warehouse & therefore not tested by their warranty team & were investigating with AustPost & would get back to me. I tracked it with AusPost & it was delivered to their PO box on 16/2/23 & again asked them for a full refund. They replied, "Unfortunately, as your parcel has not yet reached our warehouse, and has only been delivered to our PO Box, we have been unable to undertake testing of the vehicle. Once it is delivered to our warehouse by Australia Post, our returns team will have the required testing complete and will contact you with further information". I’ve chased this many times since and on 27/04/23 they replied that the item is not faulty and we would have to pay postage to have it returned to us. They supplied basic videos of the item running saying it worked fine. I replied saying that we disagree and that their videos/running of the vehicle are very basic and could they ring my husband to discuss the actual fault further. Their reply was “I am unable to call” and that the item is recommended for experienced hobby enthusiasts, and it requires ongoing maintenance and service per run. Just another spiel and way to get out of the refunding us sadly. Please do not buy from them. The RC truck is faulty and should be a warranty return with a full refund, but sadly we won’t get our money back but hopefully someone will read this and think twice about purchasing from them.

Terrible Customer service – Terrible customer service, no response. Waited weeks and no delivery. Requested a refund and no response. Then, opened a PayPal case, and they sent the item (instead of refund). Appalling.

Good, but probably a resale – I read reviews here before ordering and like others held my breath til it arrived! The specific item I wanted was out of stock everywhere else so I decided to take the risk. Glad I did though - correct item was delivered undamaged within 3 days through Auspost. It was plastic wrapped for transit but the box itself had clearly been opened and… Read more

assembly instructions were missing. All parts were there but it seems likely to me this was a resale of a returned item (albeit in perfect condition). I’m giving four stars because it should be made clear to the buyer if an item is a resale, regardless of condition, and price should be reduced. Otherwise very happy with the purchase.

No returns/refund or exchange policy – Don’t expect any returns, refunds or exchanges from this place. Just buy from a physical store. If you or (in this case) an elderly family member or friend purchase a wrong product buy mistake (context is miscommunication between people) don’t expect them to help you even with an exchange! I can understand returns and refund policies, however in the case of an exchange, exceptions should be made, even if the customer wears some shipping cost.

Disappointing service – I have placed in an order for a Lego set which also includes a free (small) Lego set . The set I ordered came through without the free gift. I was not notified of it prior and would have opted to order from another company or purchased it cheaper through eBay. Customer service could only pass it on to the warehouse as feedback.

Poor service – Ordered a little lounge for my daughter paid the express shipping for the item , sent and enquiry asking where my item is , with a response saying we're moving into a bigger location so your item hasn't been shipped yet , if I had of know this I would of got it from somewhere else and not paid the express shipping !!

Fraudulent- DO NOT BUY ONLINE – Worst customer service ever. Ever. Please do not buy from these fraudulent traders online. Ordered an expensive item online 4Dec that was supposedly in stock & ready to dispatch next day. Almost a week later I sent a query email chasing tracking number & shipping confirmation. Took 2 days to respond with apologies your item has not been… Read more

dispatched- will make it a priority- blah, blah. Had to follow up 3 more times during the next week. Item still not dispatched by 4pm Mon 19 Dec. Apologised but provided no explanation. Offered a refund which I accepted. It’s now 29 Dec (5pm) and still no sign of refund. Provided no updates unless I chased them. There’s no phone number on their website - for good reason it seems. I left 1 comment on their Facebook page and have now been blocked- bear in mind that there was absolutely no swear words in that post. Hilariously they sent me a product review for their website. I gave them 0/10. Again - no swearing just facts. Funnily enough - their moderator has rejected my review. Can’t post a review on Facebook or Google Reviews. For goodness sake do not buy from this business. They are 100% shonky - BAD. Thankfully I paid via PayPal & have lodged a dispute - so I’m hopeful of getting my $175 back at some point. This online business needs to be shutdown and potential customers protected from their fraudulent trading. Will be contacting ACCC.

Update 10 Jan - PayPal have ruled in my favour and I have finally received my refund

Avoid – Ordered 24 Nov with the item stated as coming back in stock on 1 Dec. 15 Dec, still nothing so I tried to call. Number disconnected. I emailed, no answer. I disputed via PayPal and eventually got my money back on 28 December. Terrible experience.

Poor payment methods and lengthy delays for refund – Payment method is complicated - prompted to verify multiple payment requests for one purchase (they split in to two amounts) through email links. I didn’t feel comfortable with their system so I did a quick search for reviews online that pointed to lots of dissatisfied customers and warnings. I chose not to verify the payments and requested that… Read more

they cancel my order. Despite not verifying the payments and despite cancelling the order without completing the payment process they took my money and it took 25 business days (5 weeks) and multiple emails (noting their phone number appears disconnected) to them to get my refund. Quite stressful at Christmas time. I do not recommend this company. Their cheaper prices might lure you in but their business ethics don’t deserve your money.

Out of stock and waiting for a refund – 30/11/22 - Found the perfect Christmas present and ordered it thinking I had plenty of time 13/12/22 - Two weeks after ordering was told item out of stock and refund would be processed in 10+ business days. The cut off date for getting things delivered to WA in time for Christmas was the 14th Dec, so if we needed to order a replacement online it… Read more

would be pushing it 13/12/22 - I advised that I needed a refund sooner as this would then push the refund to around Christmas time and we needed to get a replacement present 17/12/22 - They replied saying that my refund would be processed as a priority 19/12/22 - still nada

Have put through a paypal complaint and do not recommend using this company

Delivery time weeks after promised, and missed Xmas – Promised delivery well before Xmas, and now they say delivery in January. Only responded and dispatched when I said I would cancel the transaction

Cheap Prices, but poor online experience – I ordered an item online on the 1st of December, which arrived on the 15th of December. Not bad for the time of year, but about a week longer than the website had indicated it would take to arrive. The process of purchasing the item was quick and easy, and the price was really good, but the Toys R Us website doesn't offer any kind of tracking… Read more

service so that you can check where your order is up to. This is odd for a company of this size in 2022. This means there is no alternative but to try and contact customer service to ask about your order.

I reached out to customer service on the 9th December but received no response from them. At that time the only time I had heard from Toys R Us was an email saying my order was being "processed" which came the day after I had paid. I understand that this is their busiest time of year, and I wouldn't have contacted their customer service team if I had the chance to track my parcel online.

On the 14th December I received my item by post, followed by two emails within 5 minutes of each other saying my item had been "dispatched" and then "received".

All in all, I am happy with my product, but I think that Toys R Us needs to step their game up and provide order tracking on their website without the need to contact their customer service team, especially if they can't reply within a reasonable timeframe. Order tracking is pretty standard now in businesses of this size, and this is the bare minimum that I would expect when paying $8 postage for a $30 item.

Perfect, same quickly – I was initially worried about my order due to the bag reviews here online however the cot I ordered came in perfect condition within a week from ordering, very impressed

Great surprise – Purchased a Cherub baby food maker on 10 Dec afternoon with express shipping. Got an email confirming order but realised I never saw any expected shipping time. I then googled reviews and thought I'd been had, and there was no way I would receive the order before Christmas as so many stated that they had no updates nor recieved their orders. I… Read more

didn't in fact receive any updates after the confirmation of processing on 10 Dec, but a happy surprise, the order arrived at my door today (14 Dec)! Very impressed.

Horrible horrible store should be shut down – Ordered 1 items took well over 2 weeks to even ship, once it finally gets here they only sent me one thing so I’m promised a partial refund. 1 week later no refund email the support for the 20th time and they take 3 days to reply and act like they have no idea what I’m talking about, Do not shop at this shop

Wish I'd seen the reviews first – Made an online purchase which I cancelled within same day. Received refund one month later and only after contacting PayPal. Had the same problem several months earlier with another major retailer, rhyming with "Marget". Is it just me or does there seem to be an increase in badly managed and operated retailers who are more focused on destroying… Read more

their reputation and losing customers? If/when Paypal stops chasing up this type of retailer, where do we go to for help?

Was dubious but order eventually arrived – I ordered through Babies R Us Australia ($50 order including postage) on 25th November. Received confirmation email straight away and then a processed email on the same day. After one week with no updates l tried calling for a tracking number or an update on my order. Phone number seems to be disconnected, tried a few times and once l got an… Read more

automated message. Decided to send an email on 5th December asking for update/tracking. This was then when l found other reviews on this site, I had a feeling l may have been scammed/lost my money. I got a response to this email two days later with an Australia Post tracking number. The number was legit and said my parcel was in Victoria and had been since 30th November with no movement since. Got a knock at the door on the 10th December and it was my order! Exactly what I had ordered too. So for me, items were received and communication was given (but slow)

Absolutely useless - can’t trust the name anymore – I ordered gifts for 3 children 6 weeks before Christmas. After almost 4 weeks I realised I hadn’t received my items and then noticed I hadn’t even had confirmation that they had been sent. Contacted customer service who said my payment hadn’t gone through. It had come out of my account so that was a lie. They said they would follow up with… Read more

accounts, after 2 days I emailed again and they said that the payment did go through but didn’t get to the warehouse and they would ship ASAP. I asked if they could send express because otherwise it wasn’t going to arrive before Christmas to which they replied and told me half of my order was out of stock. Those items are out of stock almost everywhere and I’ve now had to pay a premium price for one of them plus expedited shipping to get it in time and the other item I can’t get at all. They also still haven’t sent the items that are in stock and haven’t told me whether it will be sent express.

I never write reviews but it being Christmas time and affecting 3 different children and because I thought I was ordering with plenty of time I’m extra angry.

Avoid avoid avoid. Wish I’d read the reviews. I unfortunately trusted the brand because it’s been around so long.