Toys R US

An open letter to David Brandon CEO of Toys R Us,
David,
Do you want to know why your brand is failing?
Here is the problem with Toys R Us based on my visit to the Rockaway Store…
1. The store is divided into Toys R Us and Babies R Us. Which side of the store was EMTPY a week before christmas??? (the Babies R Us side of course!) Why? Location. Store is right next to Buy-​Buy Baby and carters, and the mall. too much competition! Did you think about that?
2. Was looking for a toy… Karma Kitty… Most of the store personel had never heard of it! Many insisted they did not have it, even when I showed the toy to them on the toys r us website. Then one smart floor person looked up the sku on the website, and they did indeed have it.
3. Then I was looking for another toy… Icosoku brain teaser puzzle. The Toys R Us website, said that they had it in store, and even after looking up the SKU, they really did NOT have it… So two strikes already. Do you think I would go back to Toys R Us if I was looking for another toy Item? Only if I had to!
Many years ago, In another lifetime, when I worked at Lord and Taylor, the manager’s mantra was «KNOW YOUR MERCHANDISE» How can you sell something if you don’t know your merchandise? It is a thought to ponder.
The checkers at shoprite are quizzed each week on the sku codes and names of all the vegetables in their store. If you ask one of them the SKU for Dragon Fruit, or what it looks like, they know it… The people at Toys R Us need to train their associates on what products they carry, maybe the top 50 products, ten at a time? Know thy merchandise. Maybe that is why Shoprite is doing well and Toys R Us is not.
4. What ever happened to the customer is always right? I feel like a third class citizen. You are not using the new chipped card readers… still using ribbon, and swipe, (Don’t you value the security of my data/​finances?)
5. At checkout, I accidentally clicked a button to donate money to a cause that I did not want to donate to. Do you know that the cashier told me??? I would have to go to customer service to get it corrected, and I had to wait on yet another line…
6. Lastly, … Flow… I get the idea that they are trying to move the customers in a counter clockwise direction thru the store, but having barriers at the cash registers that keep you from going from one side of the store to the other is just plain stupid. It’s an inconvenience to people who want to pass from Toys R Us to Babies R Us, and in getting to and from the cash registers, where we would like to check out so we can leave this hell hole!
I’ll be buying future toys on Amazon! Good luck trying to right a sinking ship!

Let me first start by saying Toys «R» Us isn’t doing that great these days they’ve already had their flagship store SAO Schwartz shutdown. And with all their other stores that of been closing lately it doesn’t seem like they have or should have a lot of room to be rude and disrespectful to the customers that still shop here.
So I bring my daughter with my wife into the store to look for a new doll and stroller. As we are looking through the store we see two large signs that state Disney sparkle princess dolls now $ 10 so given the fact that there’s two big signs in one area with hundreds of Disney dolls there we assume that the dolls that were there for $ 10. So we pick out a Rapunzel doll and we go to scan it just to validate that it’s $ 10 the scan price comes up $ 24.99 so we proceed to grab one of the store associates Bill to validate the price.
Bill proceeds to walk with us back over to the Disney doll section. He walks past the 2 signs and looks in another aisle and comes back over to where we are and states they are out of the Disney sparkle dolls although there are hundreds of dolls right behind the signs. He then states those are not the same dolls and he doesn’t know why the signs are there and that they must have been miss placed.
At this point I’m like so are you going to sell us the dolls that are here for $ 10 he laughed in my face and says no they are $ 25 why would I sell them to you for $ 10 and I say well your advertising that they are $ 10 and he says no you need to learn to read the
small print. I then say why do I have to read the small print as the customer when in big words it says that they’re $ 10 he goes I’d rather rip the signs off of here then sell it to you for $ 10 which he then proceeds to rip the signs off of the dolls and waves it in my face now they are $ 25 I ask for his name and he says go look it up and he then runs into the back room and shuts the door to where I can’t get any more information from him. We had to leave the store and call in to get his name.
Below is the picture that we took of the dolls showing at $ 10 so not only do they false advertise certain objects within the store but they also have no remorse or regret for not abiding by what they’re advertising my advice go to different Toys «R» Us or some other store because if they don’t even care about their customers why bother giving them your hard-​earned money.

You have to go to Toys R Us because they have everything, but they are terrible to do business with. There is ALWAYS a problem. Some employees are nice, but most don’t know anything. I was looking for a fire truck — the woman only knew of ONE in the store. And then walked away and stopped helping me when she didn’t know of any others. Ridiculous. Cashiers aren’t appropriately trained to handle coupons so then you have to go to the service desk, which is another project. I waited in the store for an hour one night trying to acquire an advertised water table. I went back and forth between registers and departments because their computers claimed they had one in the store. After about 30 minutes they realized they didn’t. Then they gave me the option of ordering it for the sale price. Ok. Fine. The employee had ZERO clue what he was doing. After what seemed like forever I finally left with a receipt saying the item was ordered. Two days later I received a phone call saying the item isn’t available and my order was canceled. OMG!

You ever step into a store thinking, ‘Hey, I know what I need… this will take 5 minutes!”? Well let me explain how stupid that statement is when you step into Toys R Us five days before Christmas (yes, I know it’s now February…). Yes, I get it… this was all my doing… I’m an idiot… but I needed to buy a present for a someone and I was in the area. The place was friggin packed. I mean there were carts and bodies flying all over the place… children being run down, parents fighting in the aisles, every register had a platoon waiting to check out. Ok, that was a stretch, but you get my point.
That said, this is an OK Toys R Us. They’ve changed it around some, so it is easier to get around than it was a few years ago, and they’ve added a Babies R Us section. During the holidays the staffing here is excellent, and most of them seem to be pretty good natured about the whole thing. They know what their days are going to be like, but they try their best to keep you smiling. I’m glad this place is fairly close, but I’m never going here the week before Christmas again. You aren’t going to find anything here that you won’t find in your own, local Toys R Us so there’s no need for a special trip to this one, but overall it’s a decent store…

Toys R Us does not have the best return policy in my eyes. Yes granted they are a business in the business to make money. However and with that said let me explain. If you or someone has purchased an item here for the holidays beware of the return policy. There is a 3 month expiration date. The price before the holidays is higher than the price of when you return the item. So you will only get the price of the item at time of return, regardless of the receipt you have and the price you paid. Example item was purchased in October at $ 20.00, after the holidays if you need to return that item for whatever reason the new current price is $ 15.00. Now you just gave Toys R Us $ 5.00 of your hard earned money. Does that seem fare to piss away money to a Giant chain like Toys R Us? Is it fair for your child to not receive the same amount back to exchange it for something else? No it’s BULLSHIT and they know it.

They never had cool tools like this when i was a kid. I bring my kid here all the time to walk around and waste time. The staff is very friendly and they have good stock on the merchandise. The presentation is also very good with the product neatly organized and pricing clear.