Toys"R"Us

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Address: 2830 E Franklin Blvd, Gastonia, NC 28056, USA

Phone: (704) 833-0084

Website

State: North Carolina

Zip Code: 28056

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Reviews

Worst customer service experience ever!

I ordered a matching glider and ottoman for my daughter's nursery in early March. Once I got the email that it shipped, I checked the tracking regularly. It kept saying that tracking would be updated once it reached the shipping facility. The one day I got a phone call saying that it was ready to be delivered. Tracking never was changed. My husband took a day off work as they said they would be there between 8-5. The glider was delivered but the ottoman was not. The ottoman was on the packing slip but the shipping company said they did not have it- on the truck or the warehouse! 

I called Toys-R-US. They said the tracking would be updated once it reached the shipping facility. Explained that the tracking was updated so I did not believe that was correct. After spending 45 mins on the phone with them, they decided they would need to reorder the ottoman. However, they no longer make that color so they could not. They said they would have to refund me the money for me ottoman. Explained I no longer wanted the chair if I couldn't have the matching ottoman as well. They said they could come pick it up. I relayed that I was very frustrated that taking it to the store was not an option- I didn't want my husband to have to take another day off. I am off on Friday afternoons so they assured me they could pick it up then. The Toys-R-Us customer service rep told me I would get an email about refunded my ottoman as well as an email about returning the chair. 

I never received either email. Called a few days later and was told that everything was documented that I called but my refund was never processed and return of the chair was cancelled? No one was planning on notifying of either apparently. Again I was told I would get an email about my refund and a call to pick up the chair. 

I finally did get refund for the ottoman. Unfortunately, the glider can only be picked up in the mornings and could not be picked up on a Friday afternoon like I was told was possible. So  my option would be for my husband to have to take another day off work and then also another day  off to be there when we get the new chair and ottoman  (I was told we had to have it delivered- could not pick up in the store). 

My husband shouldn't have to lose money over this and I can't take off work to be there either. The customer service did the bare minimum they possible could to try and fix my problem- that they caused. I will never buy anything else from Toys R US/ Babies R Us ever again! 

 8 years ago (28-04-2017)

This is a great store! Toys R Us and Babies R Us combined. They had every toy you can imagine. Popped in to get my neighbor's toddler a present and quickly found the perfect gift. Great prices as well!

 8 years ago (17-06-2017)

I was new in this stores. What a pleasant to see so many merchandise all stock, well organizes and easy to shop by looking the labels on top of each isle. Plus there's some good clearance sales. One thing I wasnt felt value as a customer is the employees didnt ask if you need assistance, greet you and thank you.

 8 years ago (06-07-2017)

I went in Toys"R"Us to see a specific item. A  storm came through so I browsing a while.  I enjoyed discovering items I didn't know existed for infants. And no one bothered me beyond asking if I needed assistance & letting me know if I need anything just ask.

 8 years ago (12-06-2017)

Such a great toy store. I found all the toys i could ask for plus staff told me exactly where to find them
...Good Store  

 8 years ago (24-07-2017)

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