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Business Profile

Toys

Toys R Us Canada

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Toys.

Reviews

This profile includes reviews for Toys R Us Canada's headquarters and its corporate-owned locations. To view all corporate locations, see

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Toys R Us Canada has 60 locations, listed below.

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    Customer Review Ratings

    1.57

    Average of 14 Customer Reviews

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    Review Details

    • Gabriela C

      Date: 26/11/2024

      Gabriela C

      Date: 26/11/2024

      Disappointed and frustrated with the experience we had with this store as a family.
      This was at the Dufferin mall located in Toronto.
      We were there between the estimated times of 4:25pm - 4:45pm on Nov 21 where my husband was excused of ********* a female customer. She was spouting nonsense about him ********* her when he is just shopping around -especially looking for toys *** *** *** ***** ** *** **** ** ****** *****. Suddenly the store’s “director” MIKE came up to my husband and told him to leave the store right away. He refused to listen to his side and when I stepped in he basically said he has to “abide” by what the female customer said. No evidence, no nothing you just agreed and all of a sudden she’s telling the truth? There was already a ********* ***** *** security came and told us it’s ok and we can be on our way as they “deal with this all the time” and you know what? That female customer LEFT THE STORE!!! Didn’t even stay even when MIKE was defending her. She was even calling me *********** in-front of my children and He just let it happened. The situation was frustrating because MIKE KEPT TELLING US THERE WAS A “miscommunication” when there wasn’t! MIKE, was already accusing my husband of something he did not do, he was already SIDING with her. It was hard to be in this situation when we have our kids with us and it’s a CHILDREN’s STORE.
      Staff needs more training on handling these types of situations, especially the “director.”
      Mike’s ***************** *** ******* *** ******** ** ** ********** He embarrassed my family and himself.
      The situation should be followed up * **** ** ** *** ******

      Toys R Us Canada

      Date: 02/12/2024

      Thank you ********. We received your review and the details from when you contacted CS and proper follow up is being done.

    • Parinita M

      Date: 18/11/2024

      Parinita M

      Date: 18/11/2024

      Worst customer service experience. This is specifically for Langley store manager Martina. We went to return stuff I bought *** ** ******** 2 weeks back *** ** ******** **** ***** ** ****** *** *** ***** First of all she refused to take stuff, also was very cold in her approach, **** *** ***** ** **** ***** **** ***** ***** ** *** ****** ******* ******** * **** ** ** **** ***** ** ******* ***** *** ***** When I asked her where can I complaint she replied ‘oh u mean u wnt to complaint that u came to return stuff without receipt, u can look for information on website where to complaint ******* * ** *** ***** ******* ****’ . I came home and tried looking for receipt and I don’t know from where and how I succeeded in finding it . So ** ******* went back to return within max 2hrs of difference, now he happens to meet the same female and this time finds reason to not return one legging, why, because that doesn’t have a tag. All other clothes had tags right on them. Earlier she wanted receipt and now she also wants tags on them. ******* *** ** ****** *** ******** ********* ******* **** *** ****** ********* ******** **** **** **** *** ****** I ofcourse reacted and asked for complaints number. **** ** ** **** * **** ***** **** **** ******** ******* ** ****** ** **** * ***** *** **** ****** ***** ************* **** ********** * ****** **** ************ ******* **** *** **** ********* ****** ****** *** *** * ***** **** ** *** *** ****** **** **** ******** ****** ****** ** ****** ** ** *** *** ** **** **** ********* * ****** **** **** ** ** ***** **** ** ******** * **** ** ******* **** **** *** I can only hope that action and feedback is passed on and I can be notified at the same time.

      Toys R Us Canada

      Date: 23/11/2024

      Thank you ******** for taking the time to share feedback regarding your Langley visit. We will ensure to review with the appropriate people.

    • Cecilia C

      Date: 19/09/2024

      Cecilia C

      Date: 19/09/2024

      Placed an order for 3 *************. The box I received only had 1 of them inside, and would not have fit the other 2 that were missing. Contacted customer service regarding the situation, and they said they investigated and nothing could be done because their warehouse records showed the box would fit all 3 and weight matched. The thing is, their dimensions did not match the box I actually received, and I submitted photos to prove it. Currently dealing with it on the credit card side to try and get my money back, but terrible customer service and taking up too much of my time for something that is not even my fault. ******** ** ******* ***** ** ********** ******** ********* ** *** ********* ** ****** *** ******** I have ordered multiple times before, but have now lost confidence in ordering from Toys R Us Canada's online store *** ***** **** ** **** ***** ****** ** *****

      Toys R Us Canada

      Date: 24/09/2024

      Thank you for taking the time to leave a review. We will ensure someone review your case and contact you, as needed.

    • Kevin A

      Date: 05/09/2024

      Kevin A

      Date: 05/09/2024

      I tried to return a car I had bought the day before but when I went to return it this morning, the lady said I couldn’t return it because it was premium edition. The cashier from the day began did not tell me that. As a result I didn’t get my money back. This is absurd the car was not opened and it was in just the same condition I bought it the day before.

      Toys R Us Canada

      Date: 09/09/2024

      We take the safety of children seriously and want to ensure you receive a product that had no potential of having been compromised. For this reason, we are not allowing returns of car seats and travel system. If there is a defect with the item, please contact the manufacturer directly.

    • Cal L

      Date: 29/06/2024

      Cal L

      Date: 29/06/2024

      ***** **** ****** ***** their return policy is ridiculous. Have a crib mattress that’s supposedly “shipped “ for a month that’s been sitting in Calgary. They have to open an investigation that can take 15 business days. In the meantime I have no proper bed for my 4 month old and can’t buy a new one because I’m still on the hook for this one. **** *** **** ****** ** ********

      Toys R Us Canada

      Date: 03/07/2024

      Good afternoon, we see you contacted us on June 29 and a refund was approved on that same day and processed on July 2, once you confirmed you wanted a refund vs a replacement. As I am sure you can appreciate, we have contract with carrier and need to do our due diligence to investigate package. We apologize for this experience

    • Harish K

      Date: 24/06/2024

      Harish K

      Date: 24/06/2024

      One of the worst service ever !!
      Been served by the manager of the store named “Matt” *** ***** * ***** **** ******* ******* **** ***** ******* *** **********  
      He has refused to take a product back (return) , which was purchased yesterday. I have reasoned him, that it was super windy and bought many things and might have lost the receipt due to wind.
      He says: Store credit or nothing! ********* ***** 
      When i asked him why ? He says because i don’t have receipt. Then again i asked him if he can print duplicate receipt, he denied.
      **** ***** **** ******* *** * ***** ** **** *** ********* ****** * **** ** ** ** **** ****** ****** **** ***** ******* ** ****** *** *** ********** ****** **** ** *********

      Toys R Us Canada

      Date: 02/07/2024

      Thank you for taking the time to post a review. We will ensure to address with Matt.

    • Yasmin B

      Date: 20/04/2024

      I ordered the **** *** car seat online and never received it. When i contacted Toys r Us, after two weeks they basically said they can't replace or refund me since their 'investigation' shows the the delivery taking the route to the delivery address. They couldn't provide me with a picture of the successful delivery or if anyone had signed for it. They did nothing, advised me to dispute the chargers with my credit card. i had to go and re-buy the car seat again from elsewhere - putting me out of pocket.

    • Len B

      Date: 13/03/2024

      I have recently visited the toys r us in Hamilton
      And I’ve noticed one employee that just made my day
      Zach is a young man with great manners very pleasant in his greeting and great with kids that came to his register
      I go there because I collect cards and he has knowledge of that too
      Just a great young kid u have working there and wanted to share
      Thanks a lot Zach ur a good young man

    • Courtney B

      Date: 12/02/2024

      Courtney B

      Date: 12/02/2024

      Writing this review to complain about Toys R Us Canada and their Black Friday promotions. I believe the company intentionally ******* customers with a ********** promotion that they never intended to honour. Toys R Us Canada advertised the ***** toy for $59.97 effective 12am Midnight on Thursday 23rd November. ** **** *** *** ** *** *** ** ** ******* ********* **** I stayed up until midnight to purchase online at 12:02am on Thursday 23rd November. I immediately received email confirmation of my order. 8 days later I received an email from Toys R Us Canada on the 1st December stating that they had cancelled my order stating: “Unfortunately, due to issues we are working hard to fix, we are unable to complete your order at this time.” This was extremely disappointing and frustrating. They offered to honour the original price if I could find the item in stock, but by then the popular ***** toy was sold out across Canada. In lieu of this they offered a 10% discount to Toys R Us. A completely unacceptable outcome. ** ** **** ** *** **** ** ** ********* *** ********* *********** *** ************ * ******* **** ******* **** **** ** ********** ********* ** *** ********* ** *** **** ** **** ***** ********* ** **** * *** Sadly while I was waiting for my order I did make other purchases with Toys R Us. ******* **** * **** **** * ***** ********* ******* *********.

      Toys R Us Canada

      Date: 20/02/2024

      Thank you for the comment/ review. We are unsure why this was only sent to us on Feb 20, 2024. The item you mentioned was a very hot item and unfortunately, we were not able to fulfill all the orders. As indicated in the email you received, we will gladly honor the original price on your order. The item was available once again in early December and would have been received on time for the Holidays. We apologize that we have disappointed you.

    • Nisha R

      Date: 27/11/2023

      Nisha R

      Date: 27/11/2023

      I order online and my order said delivered. But didn’t got no delivery. Please help

      Toys R Us Canada

      Date: 04/12/2023

      Hello *****, sorry to hear there is an issue with the delivery. Please contact our Customer service team via toysrus.ca (chat or email) and they will investigate for you.

    Toys R Us Canada is NOT a BBB Accredited Business.

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