ToysRUs

I have been shopping at this store for 17 years with pleasure. I would even consider Laura the manager our friend. Unfortunately a woman named Norlinda has made my daughters and my experience regret supporting this location. Never have I heard and experienced such a rude person at a children’s store. She is like the wicked witch of the west.
Any how I trust this will be dealt with as a long supporting customer complaint.
This is not acceptable.
Sg

I bought a bike from them around two weeks ago. It was a 26 inch huffy bike. I bought it unassembled because they told me the in store assembly could take up to a week. When I assembled it, I noticed the wheels were out of balance, so I tried loosening and unloosening the screws on the frame of the wheel, but it didn’t work, so I took it to a bike repair shop. They told me the wheels weren’t out of balance, they were bent. I took the bike back to toys r us and they said I could give them this one and they’d give me a new one the same as the other, except they would assemble it. The only problem is more than a week passed before they said the bike was ready.

This place is terrible. They leave their cashier light on with no one at the till. There were 5 people at the service desk standing around ignoring us. It was awesome. They need to figure it out, no one knows what they are doing here.

My husband and I recently went to BabiesRUs, and met Laura, who was one of the nicest and kindest employee we had ever met. She was a supervisor, and oversaw the baby section at the store. Laura was incredibly kind, understanding of our needs, and talked us through the different situations we were concerned with, with regards to our purchase. I've honestly never seen an employee go above and beyond like that, and I am incredible grateful to Laura for all her assistance. We will definitely be back and tell our friends and family because of how Laura made us feel. Thank you so much, Laura!

When I was looking in the Nerf gun section I bought two Nerf guns but then when I brought it home to show my family and have a nerf gun fight. But then when I put in batteries it wasn’t working it can’t even shoot a dart! You might think it’s just my problem I have an entire wall of Nerf guns and been collecting them for years this was very disappointing and we are looking to refund it

I just want to buy a checkers, but the price tag confused me. I took it to pay, it showed me the price which is not below the produt. It wasted my time. I have to put it back and check the price again.finally, I talked to the cashier the price were wrong.you need to fix it out, or may be you can show me the right one.this manager told me It doesn't matter and interrupted me many times.but this problem does waste my time. I just want you company doing better.this manager was too rude to be a manager. He talked to us liked high volume and still said to us don't yelling and keep interrupted me. Then, he asked us buy or leave.we took his photo here. I don't believe this rude guy can work in this distinguished toy company.

We are come to purchase the checkers， but there are two price under the product. So we double check with the cashier. But when cashier ask with there manager, the manager is really rude and he told us to leave. Even I ask for the original price tag of checkers. “ it doesn’t matter” he said disdainfully. The way he squinted made me suspect he was discriminating against us.

Wanted to purchase a playset/swingset. Online it says pick up only. We need to build it right away for a childrens party the next day. We called ahead of time to make sure that we will be able to pick it up the same-day. When we called they yes we can pick it up the same day. Even gave them the SKU of what we wanted to purchase. I ordered online then when we called for update they said they’re not even sure if they have it. When they checked that they did the girl said if we can come pick it up in the morning because they’re closing in an hour and I said we really needed it. She said “okay you can come tonight we close at 7pm”. Then on the way to them someone else called stating that the person who can take it down went home but that they’ll try to take it down but they might break it? But that they’ll call in 25 minutes to confirm. After 25 minutes no call. Called them back they say we have to wait for the manager. At this point, it’s 6: 39pm. They keep on making us wait. Then the manager came to the phone and said yeah there’s no way we can get it down.

Was having a tough time finding a certain toy and Beckey went out of her way to find it and then call me when it was in. There was another manager and customer service rep that were also friendly and helpful so this was a great experience when in the past was challenging to find the gifts I wanted to buy. Many thanks to Beckey she was a pleasure to deal with.

Terrible. I asked them to look and see if something was in stock. The person spent 3 seconds pretending to look and immediately told me they did not have it. What’s the point of customer service if they don’t do the “service thing”.

Beckey is absolutely awesome! She went above and beyond to help me with my Lego purchase. She was friendly, helpfully and professional. I had such a wonderful experience shopping at ToysRUs Richmond. Thank you Beckey for your fabulous service. Please keep up the great work.

I want to give 0 stars, but the lowest one! ! I am very angry about the shopping experience. Our two sons were shopping in it, and a mean woman staff told my son to get the heck out of here and they were just playing a memory game
Is this how you treat your customers?

We frequent here and both my kids have a great time. The staff have always been helpful. Thank you

The shelves are a little bare, definitely feeling the effects of post covid and supply chain issues.

I bought a cage bingo set, and there was only a cage, balls, and counters. There were not any sheets, and the cage was broken.
The box said there were 18 sheets, and there were none inside.
This is VERY unacceptable and I hope next time there will be everything inside, and the staff please check inside when someone refunds an item