• Report: #227237

Complaint Review: Toys R Us

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  • Submitted: Tue, December 26, 2006
  • Updated: Fri, July 10, 2009

  • Reported By:North Bergen New Jersey
Toys R Us
North Bergen, New Jersey U.S.A.

Toys R Us Return Ripoff Policies NO RETURNS PERIOD North Bergen New Jersey

*UPDATE Employee: BRU employee

*UPDATE Employee: Toys R Us Return Policy

*UPDATE Employee: Haha!!

*UPDATE Employee: Haha!!

*UPDATE Employee: Haha!!

*Consumer Comment: The game may still work...

*Consumer Comment: Knowledge is power

*Consumer Suggestion: Your loss

*Consumer Suggestion: Gift Receipt

*UPDATE Employee: Just Read....

*UPDATE Employee: Just Read....

*UPDATE Employee: Just Read....

*UPDATE Employee: Just Read....

*Consumer Suggestion: I know exactly what you're talking about

*Consumer Comment: Something doesn't sound right

*Consumer Comment: Something doesn't sound right

*Consumer Comment: Something doesn't sound right

*Consumer Comment: Something doesn't sound right

*Consumer Comment: Your Title is Wrong

*Consumer Suggestion: No Receipt No Returns or Exchanges... Period!

*Consumer Comment: How do they know it was bought from a Toys R Us?

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I hope this email reaches you and ends up on your site. I cannot describe nor I do I have enough words to express my anger at Toys R Us return policies.It just happens that as of June 06, Toys R Us no longer accept returns nor exchanges on product they merchandise.

This I hope is the last nail in their coffin as this company still struggling to create profitable revenues for quite a while now. I guess one of their strategies now to cut in losses is SCREW the consumer by not accepting un-openned merchandise unless it comes with the receipt.

It just happens that this Christmas my son got a X-box game as a gift from our relatives visiting us here in NJ from Dallas TX. My son's game is an Xbox 360 so the older version of the game is not compatible. To make a long story short, being a consumer I did what every other consumer will do.

I went back to Toys R Us with game on hand and at soon as I entered the facility first question out of the store mgr was do you have a receipt? I said NO, this was a gift from relatives from out of State and I did not have a receipt nor a gift receipt. I was bluntly told no receipt no exchange of anything....

Not only were they enforcing this new policy but, just in case if any customers got a bit out of hand on the spot, TOYS R US also had COPS on site to make sure all unhappy customers walk out of the stores and voice their unsatisfaction with Headquarters..and not local store managers( good luck trying to get through phones)

Let this experience be a warning notice to all wanna be shoppers at Toys R Us. As for me on the other hand , I know I will never set foot on their store ever again , NOT unless they show some customer satisfaction policies in place.

Unsatisfied North Bergen, NJ location ...

P.S The game's seal was still intact upon trying to exchange

Elvis
North Bergen, New Jersey
U.S.A.

sorry, allowing you to give a competitors name would instigate others to just file against their competition, to only come back later to suggest their company your comments on this policy are welcome! CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.

This report was posted on Ripoff Report on 12/26/2006 04:35 PM and is a permanent record located here: http://www.ripoffreport.com/r/Toys-R-Us/North-Bergen-New-Jersey-07047/Toys-R-Us-Return-Ripoff-Policies-NO-RETURNS-PERIOD-North-Bergen-New-Jersey-227237. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 21Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

BRU employee

AUTHOR: Booshia - (U.S.A.)

I agree that the title is unfair. I currently work for BRU which has the same exact return policies as TRU. If there is a Baby registry we can do a return off of that if its ACTIVE. We have the ability to do a look up by the Credit/Debit card used with the purchase, and the telephone number, if you have given it at the time of purchase. We have a very good return policy, as long as you are following it, especially with 4 look up options. We have people try to return things from kohls and target on a constant basis. I can't count how many things I have turned down that said Circo on it. some of those companies share our SKN numbers on products, so if you have absolutely no proof of purchase we can not take it back. If you owned a store you would not want people to return a product from another store to take money from you, and most likely you would take some sort of measure to prevent it.

Also to anyone who might be thinking about yelling at the customer service person, or manager. That will get you no where. The person you are yelling at is more likely to tell you there is no way possible that you are getting the return. Be nice, and most likely they will do whatever they CAN for you.
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#2 UPDATE Employee

Toys R Us Return Policy

AUTHOR: Ckfairchild - (U.S.A.)

I have been a supervisor at the local TRU for 3 years and have heard all sorts of claims about the return policy. Due to fraudulent returns the policy was changed as a cost cutting measure. The policy is clearly posted when you enter the store, at every register, as you are leaving the store, and on the back of your receipt. TRU's return policy is:

Refunds/Exchanges: 90 days, with an original dated receipt (gift receipts get store credit)
45 days, with an original dated receipt and original packaging on all electronics. Included in the 45 days are all consumer electronics, video game consoles/hardware/software, trading cards, remote control vehicles, movies, CDs, etc. Electronic items must be unopened to receive a refund. If the item is opened it may be exchanged for an identical item.
Refunds are given in the form of tender used at the original time of purchase. If you paid with a check or value card, you get store credit (unless the check was written 7+ days before, then a cash refund is given). Debit cards and cash purchases are refunded in cash. Credit purchases are credited back to the account.

Saying "No receipt, No refund" is not entirely fair. TRU has the ability to look up purchases within the return policy using a variety of means (i.e. credit/debit cards, phone number). If a guest is registered at TRU/BRU and received multiples of an item on the registry a store credit is given for the items with no receipt, if the registry is still active.

Our return policy gives the store's management/leadership team room to make judgement calls. If a guest comes to the store with a gift and no receipt, and are acting pleasant and respectful, I will gladly do what I can to find the transaction in order to do give the guest a store credit. However, if a guest comes in with the attitude "this is what you're going to do", chances are I will stick strictly to the policy.

While the TRU Return Policy is stricter than it used to be, I have yet to see other retailers be as lenient as TRU. In my experience other retailers only offer 15-30 days (if your lucky) on electronic items, and not many offer 90 days on other merchandise.
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#3 UPDATE Employee

Haha!!

AUTHOR: Missa - (U.S.A.)

If you owned a store, would you take back merchandise without a receipt? Toys R Us struggles to stay open throughout the year. The only time they ever make any money is October-January.

They are super super strict, especially on video games. You can call whoever you want. People get so mad and call the district manager and crap, but they don't realize how stupid they sound complaining to higher people that enforce these rules harder than we do.

Sometimes it's a little extreme though. A woman brought 2 baby monitors up to the return desk. They were identical and unopened. They had our "Thank you for shopping at Toys R Us!" alarm tag on them. She got 3 of the same baby monitors for her shower. She just wanted to get something else. She had no receipt, so we could not take them back. Even though I knew those came from our store, I just couldn't take them back. So she throws a fit and asks for my manager. He comes and tells her the exact same thing.

There are simply no exceptions.
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#4 UPDATE Employee

Haha!!

AUTHOR: Missa - (U.S.A.)

If you owned a store, would you take back merchandise without a receipt? Toys R Us struggles to stay open throughout the year. The only time they ever make any money is October-January.

They are super super strict, especially on video games. You can call whoever you want. People get so mad and call the district manager and crap, but they don't realize how stupid they sound complaining to higher people that enforce these rules harder than we do.

Sometimes it's a little extreme though. A woman brought 2 baby monitors up to the return desk. They were identical and unopened. They had our "Thank you for shopping at Toys R Us!" alarm tag on them. She got 3 of the same baby monitors for her shower. She just wanted to get something else. She had no receipt, so we could not take them back. Even though I knew those came from our store, I just couldn't take them back. So she throws a fit and asks for my manager. He comes and tells her the exact same thing.

There are simply no exceptions.
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#5 UPDATE Employee

Haha!!

AUTHOR: Missa - (U.S.A.)

If you owned a store, would you take back merchandise without a receipt? Toys R Us struggles to stay open throughout the year. The only time they ever make any money is October-January.

They are super super strict, especially on video games. You can call whoever you want. People get so mad and call the district manager and crap, but they don't realize how stupid they sound complaining to higher people that enforce these rules harder than we do.

Sometimes it's a little extreme though. A woman brought 2 baby monitors up to the return desk. They were identical and unopened. They had our "Thank you for shopping at Toys R Us!" alarm tag on them. She got 3 of the same baby monitors for her shower. She just wanted to get something else. She had no receipt, so we could not take them back. Even though I knew those came from our store, I just couldn't take them back. So she throws a fit and asks for my manager. He comes and tells her the exact same thing.

There are simply no exceptions.
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#6 Consumer Comment

The game may still work...

AUTHOR: Edgeman - (U.S.A.)

You said that since his system is an Xbox 360, the game for the older system will not work. Did you check the compatibility list? Lots of Xbox games work on 360.
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#7 Consumer Comment

Knowledge is power

AUTHOR: Shirley - (U.S.A.)

To educate consumers of Toys R Us. There have been some rebuttal that they would now know if it came from that store. They also do not exchange on items that are exclusive to Toys R Us. I have been in the customer service line with a friend that was trying to exchange a toys r us item that had their logo and the box was not open. Her daughter received it for a christmas gift. She just wanted to exchange it for another like item. She was told no. The item was current sold in the store. To those that want to say it might have been sold years ago and how would they know when it was "sold". Before you buy anything at Toys R Us, ALWAYS ask them what is the return policy!! If you don't most likely you will get the pinch at the end.
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#8 Consumer Suggestion

Your loss

AUTHOR: Genesis - (U.S.A.)

Why is this such a surprise to you? They only give refunds or exchanges if you have a damn reciept, how the hell do they know you got that product at toys r us. Toys are sold everywhere. Should have kept your reciept you wouldn't have that problem.
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#9 Consumer Suggestion

Gift Receipt

AUTHOR: Debra - (U.S.A.)

At TRU gift reciepts print out automatically, whether someone chooses to give that to you is their choice. If its so important to return it perhaps you should explain that to the gift giver , otherwise , get over it. The return policy is posted at every single register as well as on your reciept. Perhaps TRU is trying to pull itself out of the toilet by refusing all unreceipted returns. Unfortunately with all the losses from shoplifting it may be the right thing to do with all retailers. Maybe now consumers will be responsible and hold onto their receipts.
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#10 UPDATE Employee

Just Read....

AUTHOR: Jarrod - (U.S.A.)

As a current employee with TRU...we have been posting all kinds of signage in our stores to notify of the change..also its clearly written on the front and back of the receipts. Also, all hope is not lost when you lose your receipts most stores are now equipped with a data processing computer that can access your purchase just with the use of your phone number. So when we ask for your phone number its to benefit you. Also dont be surprised when Walton stores unleash their new policies late summer. Then complain.
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#11 UPDATE Employee

Just Read....

AUTHOR: Jarrod - (U.S.A.)

As a current employee with TRU...we have been posting all kinds of signage in our stores to notify of the change..also its clearly written on the front and back of the receipts. Also, all hope is not lost when you lose your receipts most stores are now equipped with a data processing computer that can access your purchase just with the use of your phone number. So when we ask for your phone number its to benefit you. Also dont be surprised when Walton stores unleash their new policies late summer. Then complain.
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#12 UPDATE Employee

Just Read....

AUTHOR: Jarrod - (U.S.A.)

As a current employee with TRU...we have been posting all kinds of signage in our stores to notify of the change..also its clearly written on the front and back of the receipts. Also, all hope is not lost when you lose your receipts most stores are now equipped with a data processing computer that can access your purchase just with the use of your phone number. So when we ask for your phone number its to benefit you. Also dont be surprised when Walton stores unleash their new policies late summer. Then complain.
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#13 UPDATE Employee

Just Read....

AUTHOR: Jarrod - (U.S.A.)

As a current employee with TRU...we have been posting all kinds of signage in our stores to notify of the change..also its clearly written on the front and back of the receipts. Also, all hope is not lost when you lose your receipts most stores are now equipped with a data processing computer that can access your purchase just with the use of your phone number. So when we ask for your phone number its to benefit you. Also dont be surprised when Walton stores unleash their new policies late summer. Then complain.
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#14 Consumer Suggestion

I know exactly what you're talking about

AUTHOR: Nikki - (U.S.A.)

It made me mad too.

In early December, I purchased many things for my daughters from Toys R Us. At the same time, I purchased a Christmas gift for someone else. The cashier asked me if I wanted a gift receipt and I told her no, because I had the original receipt and the stuff I bought was for my daughters. Then I remembered the gift for someone else and I changed my mind and told her yes. She told me it was too late and to get one, I needed to go to Customer Service. The Customer Service line had about 20 people in it. Not knowing about the new return/exchange policy, I left.

Well, the item I purchased does not work. When my friend went to exchange it, she was unable to without the receipt. I ended up giving her the receipt I had.

I feel the cashier should have told me about the new policy. This would have made me wait in the Customer Service line.

Anyway, to top it off, I need to return one of the items I bought for my daughter, but my friend lost the receipt I gave her and now I lose. I will have to take the merchandise that I really bought from Toys R Us back to a different merchant. Ugh!
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#15 Consumer Comment

Something doesn't sound right

AUTHOR: Lori - (U.S.A.)

I purchase a lot of items from TRU, and have never had a problem with returns, video games included (unopened, cash return, opened, store exchange for a like title.)

As for the poster that said NO ONE takes back items without receipts, this isn't true either. A game is a game, especially if all you want is another title (or for another system). We had three returns this week from Christmas. We had NO problem with any of the returns (three different stores), and in fact had a fourth store offer to change out a defective camera that was purchased from another store. If it was true that a manufacturer could turn it back as 'not purchased' from a particular store, WHY would the other store have offered to do it for me (the purpose was to save me some time and effort of running over to the other store to simply come back and purchase the same camera).

Sorry, but it must be the area that you live in, because we've not experienced these types of problems here.
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#16 Consumer Comment

Something doesn't sound right

AUTHOR: Lori - (U.S.A.)

I purchase a lot of items from TRU, and have never had a problem with returns, video games included (unopened, cash return, opened, store exchange for a like title.)

As for the poster that said NO ONE takes back items without receipts, this isn't true either. A game is a game, especially if all you want is another title (or for another system). We had three returns this week from Christmas. We had NO problem with any of the returns (three different stores), and in fact had a fourth store offer to change out a defective camera that was purchased from another store. If it was true that a manufacturer could turn it back as 'not purchased' from a particular store, WHY would the other store have offered to do it for me (the purpose was to save me some time and effort of running over to the other store to simply come back and purchase the same camera).

Sorry, but it must be the area that you live in, because we've not experienced these types of problems here.
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#17 Consumer Comment

Something doesn't sound right

AUTHOR: Lori - (U.S.A.)

I purchase a lot of items from TRU, and have never had a problem with returns, video games included (unopened, cash return, opened, store exchange for a like title.)

As for the poster that said NO ONE takes back items without receipts, this isn't true either. A game is a game, especially if all you want is another title (or for another system). We had three returns this week from Christmas. We had NO problem with any of the returns (three different stores), and in fact had a fourth store offer to change out a defective camera that was purchased from another store. If it was true that a manufacturer could turn it back as 'not purchased' from a particular store, WHY would the other store have offered to do it for me (the purpose was to save me some time and effort of running over to the other store to simply come back and purchase the same camera).

Sorry, but it must be the area that you live in, because we've not experienced these types of problems here.
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#18 Consumer Comment

Something doesn't sound right

AUTHOR: Lori - (U.S.A.)

I purchase a lot of items from TRU, and have never had a problem with returns, video games included (unopened, cash return, opened, store exchange for a like title.)

As for the poster that said NO ONE takes back items without receipts, this isn't true either. A game is a game, especially if all you want is another title (or for another system). We had three returns this week from Christmas. We had NO problem with any of the returns (three different stores), and in fact had a fourth store offer to change out a defective camera that was purchased from another store. If it was true that a manufacturer could turn it back as 'not purchased' from a particular store, WHY would the other store have offered to do it for me (the purpose was to save me some time and effort of running over to the other store to simply come back and purchase the same camera).

Sorry, but it must be the area that you live in, because we've not experienced these types of problems here.
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#19 Consumer Comment

Your Title is Wrong

AUTHOR: Tom - (U.S.A.)

First off, your title to this report is wrong. Toys R Us WILL take back merchandise with a receipt, so saying NO RETURNS PERIOD is a lie.

Second, any reputable retailer will refuse to take back merchandise without a receipt or gift receipt. Try it at any store. How can you prove where you bought it? For example, you could have bought the game at Wal-Mart for $25, but Toys R Us' price for the same thing may be $40. You could buy it at Wal-Mart and return it at Toys R Us without a receipt and make $15. That is precisely why retailers REQUIRE a receipt.

I don't see a ripoff in this report, just some untruths in the wording of the original report.
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#20 Consumer Suggestion

No Receipt No Returns or Exchanges... Period!

AUTHOR: Jason - (U.S.A.)

Most stores, especially those that sell toys will not give a refund or exchange without a receipt. From what I've learned, you can thank a certain large store owned by the Walton family for this. Manufacturers started manufacturing lower quality products that look identical (even the UPC code is the same) to their more expensive "sisters" in order for the Waltons to sell it cheaper. A clerk at Toys R Us would not be able to tell the differnce, but when they try to return it to the manufacturer, the manufacturer will reject the return saying it was not what they sold to Toys R Us.

Also, aside from the fact that there is no way to prove you bought it there, you cannot prove when you bought it. Would you expect a store to take back a return 2 years later? Without a receipt, there is no way to know when you bought it.

As far as the "cops" you saw at the store... Stores, especially in the NYC/ Northern NJ area, employ off duty uniformed cops as security guards. Just go to any BJs, Costco, or Target and you'll see them there as well.
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#21 Consumer Comment

How do they know it was bought from a Toys R Us?

AUTHOR: Tom - (U.S.A.)

Does the seal on the box say "Toys R Us"? If not then how can they possibly tell it was bought at a "Toys R Us" store? They can't and since you don't have a receipt neither can you.

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