Toys R Us

This is one of the worst Toys r us that I have ever been to. No staff to help find items. The guys at the counters are very very slow. Not at all friendly

If it was possible to offer less than one star, I would.
I ordered an item online for in store pick up using the Fremont location. I selected the Fremont branch because it was the only store in the area that had same day pick up. The in-​store pick up details indicated that the item would be available within an hour. My email confirmation did not offer details about any alternate pick up arrangements.
To my surprise, I received an email that indicated the item was being shipped from a warehouse (no longer same day pick up). Collection of the item was time sensitive as it was a gift for my nephew’s birthday. To resolve the issue, I called the Fremont store. I explained that I selected an item with same day availability and that I was very concerned that the item was now not going be available in time for my nephew’s birthday.
My call was transferred four times to four different individuals within the span of an hour. The hold times were unbelievable. While the first three individuals were not helpful, they, at minimum, were not rude. The last of the associates was short-​tempered when apologetic problem solving was warranted.
She was dead set on explaining to me in a condescending way that when an item isn’t available in the store, a request is automatically sent to a warehouse for fulfillment. I told her that as a customer, I was reliant on the same day availability language on the order screen and in my confirmation email. She persisted that there was nothing to be done. Exasperated, I asked her why it was of any value to select her Fremont branch (which explicitly offered same day pick up) over other branches in the area that had 5 – 10 day windows for pick up. If the same day details mean nothing and customers are relying on such details, the burden is on Toys R Us to remedy the situation when an item isn’t available as described.
I asked for upper management. She refused. I asked the associate for her name. She refused.
She then hung up on me.
I’ve worked in retail in the past and I am intimately familiar with the importance customer service. When a problem arises and a customer is not at fault, it is incumbent upon a business to remedy the matter in a manner that is satisfactory to the customer and in a way that eliminates inconvenience.
Ultimately, I had to place a new order for the item from the Sunnyvale store on my own.
When I called the corporate customer service line for Toys R Us, they were incredibly apologetic for the lack of professionalism from the Fremont branch associate and the inconvenience I experienced.
The phone representative offered to personally cancel the Fremont pick up order and refund me my money without me having to follow up. He also confirmed that the Sunnyvale store does in fact have the item so that I am not again solely reliant on the possibly defective website. Lastly, he very kindly offered me a credit to use towards my new, duplicate Sunnyvale order.
This branch should be embarrassed that corporate customer service had to clean up its mess.
Closing thought: avoid this store if you can.

Worst Toys r us store I been to.
Under staff
Every item I picked up was misplaced and incorrectly priced.
Want thru different departments from baby’s, Legos basketballs and no one to ask for help except cashiers!!!

Customer service is either a joke or completely non-​existent. One of the male workers near the customer service area saw me holding a slip for a bike and asked if we wanted to purchase the bike. I said yes, and he wasted five minutes trying to convince me to buy one of the pre-​assembled bikes on the shelf because it’s new, but he clearly failed to do any routine checks because the only bike on the shelf was a banged up one that everyone have already test rode on. He even began arguing with me until he was finally willing to use his common sense and grab a walkie talkie to ask if there really were bikes on the shelf (hint: there were none). Finally, the man told them to get one prepared for assembly and then walked away and didn’t give me a claim receipt and slip. I asked the cashier and she walked away to ask customer service because she didn’t understand how the process work. Finally she came back and told me to write my name and number down. After I wrote it down, she told me to keep it. She. Told. Me. To. Keep. A. Piece. Of. Paper. With. My. Own. Name. And. Number. Down. We left because we figured that the receipt would be enough to pick up the bike after its assembly. Just to make sure, though, my brother went back to check. That’s where the customer service got even worse. The employee told my brother that he had already picked up the bike and that the receipt confirms it. It was not until we told them to check their security cameras for our interaction that they finally gave us our claim receipt. Either get better management or engage in better employee training.

The Manager (Vincent) and the staff (Angela) are a bunch of crooks and liars. Visited the store today (December 3, 2015 at around 3pm). Signs on the shelf show Lego Doctor Who had a price of $ 59.99 and a free Lego Driller gift for Lego construction purchase of more than $ 30. Went to the cashier (Angela) and got charged $ 64.99. Told her that I was overcharged by $ 5. Angela did the price adjustment to the correct price of $ 59.99 but refused to give me the free gift, lying to my face that it was sold out. Went to another staff (Melody) for confirmation and she admitted that the free gift was still in stock and the reason why they cannot give me the free gift was because there was a price adjustment. I insisted on the free gift because the $ 59.99 and free gift was promised on me by signs around the store. Melody refused and the manager (Vincent) had to be called in. Vincent was rude and unapologetic and just tossed the free gift to me like I’m some kind of beggar and said «Do you want to yell at me or just take the free gift and go». I continued to rant about how this is not the way to treat a paying customer and they will get the same $hit from other customers if they continue to go about their ways. Vincent pick up on my «$hit» as a swear word and suddenly yanked the free gift away from me and said I shouldn’t swear in a kids store, as like their actions are any better. He challenged me to return the purchase and complain about him if I am not happy, so this is what I am doing now. Bottomline: Avoid Toys R Us. They overcharge, lie, bait and switch and their staff are the rudest and most dishonest in the world.

Customer service is a joke. They lie you. And when you ask questions they lie again about the same thing you ask them. I was lied to 3 times about the same question. I was too frustrated and asked for the manager. After the manager went to check the tag that I kept telling about. And even took a picture of. I finally got the refund for the clearly posted price. Sale associates at this location are non existent. You can pace around the aisles and see no one. I had to go to the front registered just to tell them I needed help in the back of the store in electronics. Lines get way to long and they only have one person on the register. It’s the holidays are you kidding me only one person on the registers. The store isn’t very clean either. I would have expected at 11am it would have been a bit more organized. Then again. There are no employees around except in the front.
Worse toys r us I’ve ever been to. And worse customer service in a kids store.

Customer service desk is horrible. I entered in store for returns and there was a big banner says «Returns and exchange». There were 3 people before me in line and 1 behind me. When my turn came suddenly RIAD (manager) shouted rudely on me that there is a single line for return and purchase and I need to come in line again. I refused as there was no board for that and they hvnt block the queue for returns also no one told from last 10 mins when I was in line. Then he asked customer representative to stop my return and asked me to wait for another representative who is busy with other customer from last 15 mins. Riad got rude with him too. Very bad experience. Avoid going in this Toys R Us, specially with returns!

I only wanted to buy car booster seat for my daughter. Sales guy says he can get me 15% off with membership and I say yes. I thought what’s harm. And this guy applies for credit card for SYNCB/​TOYSDC and this creates hard inquiry on my credit report! Not a single time he mentioned that this is credit card.
Now I am running behind credit monitoring agencies and writing letters for removing this entry.

Love that they have all the baby essentials here along with toys for the older kids. Even more happy there is a mom’s room for nursing mommies. Not so happy with its filth: dirty wipes on the ground, unswept or mopped floors and nappy cans that don’t seem to be emptied. I would suggest this room be checked and cleaned more often than the restrooms.

The customer service in this store from the service desk, to the floor associates to even the store manager (Riad) is HORRIBLE. I have experienced the same HORRIBLE service and BAD attitudes every time I have visited this location. SHAME on the DM and the REGIONAL HR person for allowing this type of service… NO WONDER YOUR COMPANY IS BANKRUPT! I would suggest maybe some hiring/​firing and try to educate your staff on the policies, especially when it comes to returns & Customer Service.
Why was I told that I would not be able to return my item unless I purchased the warranty with it? (FRAUD!!)
why am I told I can’t return items that I purchased at other Toys R Us locations when I have a receipt. could it be the color of my skin? (RACIST)
Why was I told to drive to Union City to Babies R Us to return an item I purchased at your Toys R us?
I would SUGGEST the corporate office READ the Unilocal and listen to the customers and other employees at other stores because you are enabling the wrong TYPE of associates to REPRESENT your COMPANY! Walmart and buy buy baby will get my future business!

I went there yesterday and asked for help on seeing if they carried pit crew toy and all I got from the first person was go to customer service the person was ignorant then I went to customer service the next lady tell me I don’t know go check the last isle
I left very dissatisfied with there helpfulnesss

I was looking for hello kitty shit and a worker came up to me asking if I needed assistance.
I said yeah I need to know the price of this thing. There were prices for several items in the aisle but this one didn’t have a designated area and there was no price tag on the actual product.
She points and says «the price checker is over there.»
Nice half assed assistance. Sure she answered my question but sometimes you gotta go above and beyond an expectation.
Why? Because guess the fuck what. I go over and scan the item and it is not reading the bar code. I try about three other items and they all scanned easily. Not this one.
So I decided not to buy it and went to Target across the street to buy something.
Nice half attempt at customer service. You tried.

Horrible customer service. I was in line for 10min before they decided to open another. And then in line for another 10min because both lanes were having trouble.

Terrible service from the Manager to the department supervisor. Barely made eye contact and in no particular hurry to help anyone. Their lax attitude rubs off on the employees. I am standing here wondering if someone for got about me. Manager is Lakeisha…

Most of my gripes with Toys «R» Us are of the first-​world-​whiny-​manchild variety, so I’ll try to keep on point as best I can. All profanity has been replaced with My Little Pony character names.
I recently found out that I have a Transformers problem, so I’ve been inside almost every Toys «R» Us in the Bay Area multiple times in the last year and a half. And as depressing as that may sound to you, I promise it’s twice as sad on this side of the keyboard.
Point is, this is actually one of the best Toys «R» Us locations I’ve been to. The employees have been friendly and helpful (in one case rescuing a Masterpiece Grimlock I’d reserved from being purchased by some scalper’s mom), and the store is clean and easy to navigate. Parking is a cinch. They get a bonus star just for having their Twilight Sparkle together better than the rest.
Now for the bad:
TRU has some kind of backwards inventory system where even the employees need to visit their Sweetie Belle website to pull down item codes, but the site doesn’t even list all the available toys (?!). As a result, you usually can’t get very far over the phone if you’re looking for a specific toy.
Employees WILL go check the pegs for you (which is nice — and they’ve always offered to look before I have to ask), but this is also typically fruitless. Unless the employee in question is familiar with the toyline, the conversation usually devolves into «is it the red one?» or some other Derpy Hooves take on 20 Questions where the true depths of my desperation are sure to come out. This is a situation with no winner. It is also a situation where I will probably say the word «Megatron» 6 or 7 times.
While the inventory problem is something common to every TRU on the planet, the stocking of the shelves is something that can be done on the local level, and it sucks here. The pegs are alternately empty or stocked to the brim with inventory they can’t move. If you’re paranoid, you might chalk this up to a rogue Transformers fan in the back room taking all the good stuff — I think it’s more likely that it’s just blind-​stocking by someone who doesn’t give a Big Macintosh.
There are other issues.
— Prices are (relatively) high. Target is usually several dollars cheaper for the same item.
— TRU exclusives are usually in short supply, despite having zero Pinkie Pie competition.
— Toys are sometimes held (inexplicably) at the Customer Service desk even when they’re not on hold for a customer; and even that’s fine, except that you have to know to check. It’s not a problem for a driven, robot-​crazed manchild, but what about your grandma? Nana is looking for the Teenage Mutant Ninja Turtles’ Sewer Lair and doesn’t know it’s been sequestered away at Customer Service. How’s she supposed to find it? WHY DO YOU HATE MY GRANDMA?
But again, these are problems that originate somewhere above the local level. EVERY location is like this, so it makes it hard to level too much criticism at this store in particular. As such, TRU as a company gets 2 stars. The Pacific Commons TRU gets 3 for being better at it than anyone else.

Customer service leaves something to be desired.
I can think of three people there that are really trying to have a great customer service attitude. And one of the acting manager. The other two I’ve seen there for a while.
And then there’s some who just seem bothered by you. I’m sorry I have a stroller and another kid in tow and asked for some help getting a trade-​in item from my trunk because well I expect some customer service and not have to come in all sweaty from doing it myself. The guy seemed rather «too cool for the job» and then slammed in the trade-​in item into the cart (not quietly at all) and I had a sleeping baby in my stroller!!! Not a single word of «hi how’s your day going» or anything to relay an attitude of «how can we help and make your day better».
I did have an issue with one of the other workers and brought it up to them online. The actin manager pretty promptly addressed the problem. So that was nice– but sometimes it takes more than just one person (or three people as stated above) to make the atmosphere better there, although those three are greatly appreciated.
Also– I wish it were easier trying to find someone for a question instead of having to roam halfway across the store to find an employee.
The upside is that they do price match. And it is quite an easy thing to do.
I just really wish customer service was a priority of all employees there.

I guess if your looking for a specific toy, then this would be the last place to go. Its over priced here. Purchased a Hello Kitty clock at Target and it was $ 19.99. Saw the exact same clock over here and it was $ 26.99.

Be careful on what you buy here, especially Electronics or HOT Toy.
They WILL LIMIT YOU TO One or Two, even tho they have NO SIGN what so ever. They make up multiple excuses on why not to sell to you.
What makes it worst is The Head of the Electronics (Angela or w/​e) will LIE to your face about company policy that doesn’t exist. Too bad we know company policies.
We tried to buy a toy a week ago, told us we could only buy one today. Ok fine. limiting us.
Next day we tried to buy said toy again, and told us it’s sold out. (LYING TO US), because a week later, we found said toy again under where she worked. she stated she couldn’t sell it to us because we already bought one. REALLY? A WEEK LATER?!? AND we can’t buy said item? W T F.
I will be sending a report to corporate about this.

came here last week with my soon to be 4 year old, his grandma and grandpa so he could choose a big boy bike. We were assisted by raemon, in the back and it’s been the best customer service we’ve received at this toys r us. he went above and beyond to help us pick out a bike, and was so personable to the entire family. Because of raemon, we’ll be shopping here more instead of heading all the way down to buy buy baby where we experienced good service as well.
thank you raemon!!! darin loves the bike you built for him!!!

NEVER COMING TO THIS STORE EVER AGAIN! My sister used to work here and I can definitely see why she quit.
I came here with my mother last week because her best friend from work was going on maternity leave as she has almost full-​term on her pregnancy so my mother wanted to buy her a nice gift. We went towards the Babies R Us side of the store and found nobody in the baby section at all! There were some people waiting to be helped (I guess on how to figure out how to look up a registry) and nobody came to ask if anyone of them needed help. My mom found this table that had clearance items for baby gear and she wanted to ask an associate about a car seat that was on clearance. She wasn’t sure if a box came with it or if she had to take it as is.
I CANNOT TELL YOU HOW MANY TIMES I WENT BACK AND FORTH FROM THE BABIES R US SIDE TO THE FRONT TO ASK FOR ASSISTANCE. My mother and I waited over an hour just to have someone help us and they didn’t even bother to ask if we needed help bringing the car seat to the front (the answer to the question ‘if there was a box for it’ obviously being NO).
With the extremely shitty service we got here, I know to NOT to do a baby registry at Toys/​Babies R Us in the near future when I plan on having kids.