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Business Profile

Toys

JR Toy Company
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

This profile includes complaints for JR Toy Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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JR Toy Company has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:22/01/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello I ordered some gifts Dec 4/2024 from JR toy company. For a total of $307.93 CAD. My order never arrived. I have tried many times to get a resolution from the seller and the courier company. I keep being told I am wrong and I do not know where I live. That it was sent to the right address but it was NEVER delivered. It was my sons Christmas present and he still hasn't received any Christmas gifts.

      Business Response

      Date: 07/02/2025

      We received communication on December 14th, 2024 that the order had not been delivered. We responded to the request on December 16th advising that delivery was completed on the previous day. When we were advised that the order was not received, we immediately began investigating by requesting a photo of the front of the customers home with the street number as the customer claimed the delivery photo was not of their home.

      During this investigation it was determined that the photo provided by the customer was of a different home, proven by the use of real estate listings and ****** Maps, though it did have the same street number as the shipping address the customer provided. ****** Maps and other sites confirmed that the address provided for shipping on the order matched exactly with the delivery confirmation.

      As such, we are unable to provide replacements or a refund, as the information provided by the customer during the checkout process was completed by the customer using our online ordering system without the assistance of our customer service team. We apologize sincerely but with evidence suggesting the address provided was incorrect, or photos provided showing a different home entirely, we cannot proceed with replacement or refund.

    • Initial Complaint

      Date:14/02/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought an ****** toy ($250). It came without the actual ****** which I only realized at my child's birthday when the package was opened. There is an empty slot in the case where an ****** should be and it is empty. They charged me for a service/item that was not delivered.

      Business Response

      Date: 01/09/2023

      Hi *******,

      I'm sorry to hear your original order was received without the actual ******. It appears a reshipment was sent February 10th, as soon as we were notified of the issue. The reshipment shows as being delivered on February 14th by *****. If you did not receive this please let me know so we can investigate further.

      Thank you,
      Katie

    JR Toy Company is BBB Accredited.

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