New Toys R Us Return Policy
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Willingboro, NJ

#121 Apr 17, 2011
thats all lies i am a manager at toys r us in nj everything yous are saying dosent make any sense we do returns all day like that we just scan your license
happy with SALEM NH store

Lawrence, MA

#122 May 19, 2011
I'd read a lot of horror stories about returning items to TRU (esp. opened items), so I was a bit concerned they might not take back a toy that my 7yo daughter had purchased a few days ago (with her own money!). We'd opened the box, realized how cheaply built the toy was, and so packaged everything back up and returned it, telling the clerk that we did open it and try it out, but weren't satisfied with the construction of the product. The clerk promptly refunded me the money with a smile. HOORAY!

Fairfield, CA

#123 Oct 29, 2011
TonicTaz wrote:
This move will save Toys R Us an estimated 35 million a year.
Smart move on their part but not a very customer friendly return policy.
That 35 million is a drop in the bucket....compared to the amount of business they will lose to repeat customers.

Toronto, Canada

#124 Dec 27, 2011
TonicTaz wrote:
Target has the same return policy.
Here is the Toys R Us policy:
You can see the differences

Huddersfield, UK

#125 Jan 30, 2012
I have had not had a bad experience with them here in the UK. They have always exchanged if there has been a genuine reason for it.
"">baby toys r us

Florissant, MO

#126 Feb 22, 2012
beth wrote:
<quoted text>Ahhh, I held onto BOTH my gift receipt and my original receipt.....How hard is it to lose a customer for $9.48 cents? By TRU methods: Not hard at all! Sadly, if TRU had given me at least a merchandise credit I was planning on spending double the cost of my return...No wonder this store is struggling....
Who said they were struggling????

San Jose, CA

#127 May 16, 2012
I have never had any issues returning stuff:) I spend prob over1500 there a year for the past 8 yrs and they all are very friendly when I return stuff. I had the moon walk Mickey for a yr and it broke and I didn't have the receipt and they gave me store credit for the amount it originally was cause they discontinued Mickey. Also when I had my baby shower baby's r us had no prob taking back any duplicates and giving me store credit. I go to the one off of blossom hill in San Jose California.

Charlotte, NC

#129 Nov 19, 2012
The reason there is so much confusion is that they do not use a "toy r us" imprint on the back of their receipts. Of course people can take advantage of them. They never invested on having their logo or return policy listed on the back of the receipt. I went to return a slush maker. The manager told me that I could not return it because it had been used. The return clerk told me that it could not be returned because it was a health issue. I told her it was used......I told her so she would not place it back on the shelf so it would become a health issue. Their brick and mortar locations only have about 1 year left. They will close them all and keep their website up. I will tell you one thing. Go to the store and find the item you want to give as a gift. Look it over, if it something you like, go to any online store and buy it 10%-20% cheaper. It is called showroom shopping.

Scarborough, Canada

#130 Dec 28, 2012
i got a toy for my son which did not like but i lost the receipt do they even exchange it ?

United States

#131 Sep 21, 2013
floor manager wrote:
When the people at the service tells you no don't waste your time asking for the manager on duty. The answer will be the same. NO
the problem today is that no store is actually owned by an owner you have douchebags like this store manager Guy that don't give a rats ass because they make $15 an hour and they enjoy having a little bit of power over you so the bottom line is expect poor service douchebag people where they are absentee owners this douchebag store manager doesn't care about keeping you happy not any money out of his pocket he doesn't even know the owner of the company or the CEO so what incentive the sea have to not be a s******

Newark, DE

#132 Jan 1, 2014
I can do you one better than that. Several years ago- probably about the same time you wrote this- I went to TRU to return an item specifically made for TRU and not retailed any where else. They refused to accapt the return- even for store credit. I left the crappy item , I will no longer allow my children to have anything from TRU- no problem- and I never had to deal with them again. No one had any problems going elsewhere to make a purchase- money is green everywhere and cash is king. TRU is losing customers- my children are significantly older now- and there is no way i would have purchased a game system or video games from TRU -ever! Haven't stepped foot in there, and never will. Their sales are not that great anyway- you have to deal with crowds, rude sale clerks, and idiot managers. Go to a small independent toy retailer- they have better toys anyway!

John Anderson wrote:
I went into a Toys R Us store for probably the last time tonight. My children received duplicate gifts for their birthday. I went to Toys R Us to return the dups as I always have in the past, without a receipt. I was surprised to find that TRU no longer accepts returns without a receipt. In the past I would usually only get a fraction of the original price (lowest sale price), but I accepted this because it made business sense (they didn't know what was paid, so they should assume the lowest). Hey, but I got store credits and the kids still had fun picking out replacements. Back to today. No receipt - the customer rep said "Sorry, but hey, you can take it to Walmart and they'll give you store credit". I told the rep to inform her management that I will no longer be shopping at Toys R Us. They have lost the money they made on giving discounted returns, but more so, all the money I spend there at Christmas. Walmart's about 20 minutes away, but hey Target is only about 5. No wonder TRU is going to be gone in a few years. Sorry to say that, because I did enjoy shopping there in the past.

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