I bought my nephew two toys for his birthday. Both of them broke. One of them I had the receipt for and the other I didn't. But I got them both at Toys R Us, and I was just exchanging them for the same thing, so I figured no problem. The sales guy at the customer service desk was great - had a really good sense of humor and apologized for the toys breaking - even though it was clearly not the store's fault. The one I had a receipt for - no problem. Exchanged without a second's delay. The one I DIDN'T have a receipt for was not exchangeable. The new store policy is that you have to have a receipt - even for an even exchange. SO FRUSTRATING!! But the sales dude agreed with me and apologized up and down. So kudos to them for customer service, but man oh man - CHANGE THE RETURN POLICY!

I unfortunately will not be shopping at Toys R Us anymore due to this location. I have had problems with their customer service people it's not even funny. In Nov. we were in a car accident I needed 2 car seats and I had 2 small children. not 1 person offered to help us, when I got home there was a spring in the bottom of the box when I called them, I got hung up on..and then when I spoke with the manager he was like Oh, yea I saw you. but if there were no more in the front then we don't have any left. just use it anyway.. When they finally checked their stock they put one aside for me. Recently I went there to get a potty seat. their ad said $3 off in store coupon discount taken at register, when I asked the girl checking me out, she said they were at the back. I told her I did't see them so she said they must be out. I bought it anyway but then I was like shoudn't it automaticly came off with the discount at register..Another lady was like no here is teh coupon after I already paid for it.. I went to Target bought a different potty seat and returned the other one and that is when they finally said want me to return it and take the $3 off.. Uh, why didn't u do that 15 minutes ago? I can never find anyone around when I have needed help. and when I have called looking for something, they have been rude, hung up and when you call back and ask to speak to the manager they try hanging up again.. I have called their corporate office who says they will do something but I don't think they really care there either..

I visited toys r us last week, great customer service. I was looking for a bike for my son and didnt see anyone around. Sure enough a young asian man came up to me. He was very informative about the bikes and helped me pick out the right size . I only wish i could have gotten his name so i could tell the company. Its rare to find good polite and informative people.

I called to see if they had an item and without saying a word to me the transfered me to another department where I was told "Where out" and then click without another word. Very short and very rude. They have terrible customer service.

Provided Poor Customer Service via Phone. I called 5 minutes after they closed and to my surprise got someone on the phone! I was so excited, I had my sku # ready so they could quickly check to make sure they had my item. To my surprise I was told they could not help me and I needed to call the next day. They were ALL busy straightening shelves. Why answer the phone if you aren't going to bother helping someone, DUH! Does anyone know the meaning of customer service anymore??? To bad the La Mesa store lost a sale. It was a 300.00 plus item I was going to buy, but now I will spend my money elsewhere. I found another store who could help me! The La Mesa Store need a refresher on Customer Service.