Toys R Us

The worst service I have experienced in a retail store. I purchased an expensive item online for a baby registry. I went to the store to pick it up. I walked to the back of the store to the baby registry department where no one was there. I waited a few minutes; walked around the store looking for assistance and finally went to the customer service desk in the front of the store. The clerk re-​directed me once again to the back of the store to the registry dept. insisting that someone was working there. I noticed a kiosk and signed in to get myself in the «Que» for pick up. Another five minutes passed and no help. Meanwhile more customers arrived. I called the store from my cell phone (really) waited for a few minutes on hold and asked the clerk to send someone to the back of the store to help all of us! Thirty minutes later I walked out the door with my item only to see one clerk and ten customers in line waiting to pay for their merchandise. The only reason I did not buy this item online is because I needed it that day for a baby shower. Do not waste your time at this store. Drive to another one and you will be happier. You are not a valued customer here.

Imagine a place filled with the most disgruntled people you’ve ever met, people who despise children and toys and joy, and then put them all in one big warehouse store together. The result is this store. Today I was told that I couldn’t return a snowsuit, even though I had the receipt and tags still on the item, because I used a coupon for a free cup when I purchased it. Yeah. HOW does that make sense? After consideration, they said they could refund it for me, but it would only be for 0.59.
And this isn’t the first negative experience I had here. There’s one girl who occasionally works and actually knows how to smile and be remotely pleasant, but the rest remind me of the Gringotts goblins in Harry Potter. My baby was even smiling and blabbering all cute for one of the employees at the checkout, and he looked at us like we were offering him a smallpox blanket.
You’d think that less of these types of people would be a great thing, but the fact that this store is greatly understaffed is just another inconvenience. Today I also saw a couple waiting for help while two other employees noticed him and told him that they would «get someone to help». Meanwhile, they were standing around laughing with each other.
The store is messy and terribly stocked, too. They were even out of Pampers for three weeks due to «inclement weather», which might have not been their direct fault, but the Utica location still managed to have their act together. FedEx can manage to deliver a box of cat toys to my house in a blizzard, but apparently a store called Toys R Us/​Babies R Us can’t get a shipment of diapers. I will drive the distance to the Utica store and inconvenience myself than return to this location. I would rather kayak across the Pacific and visit a location in China than return to this location. I would rather… you get the point.
P. S. — AND ANOTHER THING! I am now recalling the time that I purchased a crib from this location. My payment went through, I received a delivery confirmation, and all was well. The next day, I receive an email saying that my order was canceled because the crib wasn’t in stock. I called this store, and they had two, but they said they couldn’t sell one to me if the online system said it’s out of stock. Somehow they were able to take my money immediately, but it took them over two weeks to return the funds to my credit card. Eeeeeediots.

Dusty/​dirty floors. Disorganized products. Items all over shelves. Items are hit or miss if they are on the correct shelf/​peg location.
Long lines and hardly any employees. Usually only one cashier at a time. The one register had a broken card reader, but for some reason the manager decided that was the only register he/​she wanted to have open.
Late afternoon shopping requires sunglasses while standing in that one long line because there are no curtains or tinted windows on the giant dirty glass storefront.
Need more of an action figure and superhero selection. Most figures were thrown about the entire section. Manager needs to set higher discipline standards for employee organization. Not sure if this is a company wide issue, but most Toys R Us stores in the area suffer from this same problem.
Having a better selection and organizing it properly would be a Godsend for this toy retailer.

Geoffrey, where are you?
It’s a toy wonderland but considering all of these toys are made in China, and not the North Pole, why are they sooooooo expensive? TRU needs to really examine their pricing. Well, they probably don’t because this place is a zoo and people willing spend a fortune here. Amazon offers the exact same toys but cheaper. So we basically let the kids window shop at TRU and we buy elsewhere.
My real issue with this store is that it is always grossly understaffed but I’m noticing that everywhere I go these days. Even during the holiday rush, TRU is understaffed. We ordered a large box item online and had it shipped to the store. Took 45 minutes to get it to the front. However, despite being understaffed, the staff here is pretty friendly and does their best to keep it going. I can appreciate that.

So inconvenient. Don’t even bother doing the online order to pick up in store. It’s all the way at the back of the store, and it’s not even ready despite the email saying it is. I had to wait about 15 minutes after I checked in at the stupid kiosk. Ridiculous.
I should also mention that the workers are so rude. Time to shop at Buy Buy Baby and Target for baby gifts.

Not a fan. I don’t like how Toys R Us is arranged. I find going to Target is much easier This Toys R Us has a horrible parking lot. I can’t imagine this parking lot during the holidays. There was no parking on a beautiful, Saturday in July. I was here for an in store pickup and it took forever waiting for it. Not a fan.

I absoloutely HATE this toys r us. The employees are rude and they NEVER answer their phones. I shop there only because it’s close. The customer service here is horrible beyond belief. The employees are also very unprofessional. The store is very short staffed all the time. I always see one person on the floor trying to help multiple customers. I just would NOT recommend this store to anyone!

Love this place … So many varieties n friendly staff but kinda don’t know the items they have n their exact location so u have to search them urself which there is a big chance u’ll end up finding wat ur looking for

Back in the day, my best friend and I prowled through Toys ‘R Us on release day of the latest PlayStation game. We cast jealous looks upon the wall to ceiling shelves of dolls, our laughter at Easy Bake Oven jokes chasing down the gleaming aisles. In our day, we had just the Sears catalogue. The kids we babysat were so spoiled. The mirage that ensnared even jaded tweens/​teens like us no longer enchants my adult self, and it’s not an age issue.
The issue is all about hygiene.
The miserable adventure begins by trying to park in a cramped lot with more potholes than Woodward after an ice storm. Random carts block the skinny spaces, abandoned by parents desperate to escape. Mommywagons list drunkenly over the «optional» yellow lines. Next, cross an the obstacle course to get inside without twisting an ankle. Surely the only Toys ‘R Us in a many-​mile radius can afford to repave once in a blue moon?
Wafting chemicals and sickly sweet urine spill out into the foyer past a row of half-​manned registers. Babies ‘R Us dominates the left hand of the store. Sad, sparse shelves march back from an infant and toddler clothing section dominated almost exclusively by Carter’s. I much prefer the Great Lakes Crossing outlet for selection, price, and appearance. Nursery furniture consists of three or four cribs, among their most expensive, and some overstuffed chairs relegated to a forgotten corner where fathers go to sob in despair. The car seat and stroller section towards the middle fares a good deal better, carrying most major brands like Chicco, Graco, and even Mamas and Papas. Look elsewhere for the higher end products.
Rule of thumb: always check availability on the website.
Toy sections gave me a shock on my first visit. Lego runs half an aisle long. Crooked shelves carried one or two boxes of each product, and this not during prime shopping time. Prices were higher than the Lego store, Target, and half a dozen other competitors. Worse, everything had a sticky feel and it was obvious fingers pried into packaging to steal shoes, blocks, batteries, whatever. Double check everything to be extra sure.
Staff have a look of hollow weariness and exist only around the registers and electronics. They take their sweet time about everything, constantly trying to upsell a membership, new product, special of the week in monotone voices. I watched as a child jumped violently up and down on a kid’s bed until the slats broke, her mother standing listless nearby and making not the slightest effort to stop the brat.
My thirteen-​year-​old self is appalled, tosses her head, and says, «Never again.»

So big and fancy… had to sneak Chica in… good thing I had a large purse. :)

Seems Toys R’Us has lost it’s luster (or atleast this location perhaps). It looks so rundown and junky and disorganized. Obviously kids are ripping And running thru All day, but even customer service sucks. The few staff members that I encountered behaved in a very zombie-​like manner. Check-​out was awful. Two registers open (on a weekend at that!) with very long lines. The lady working behind the service desk insisted on periodically yelling thru the store for the next person in line to come to the service desk for check-​out. As I was in line checking out, the cashier actually ran off and disappeared for a few moments. When she returned no apology or anything, just started ringing up my items as if it didn’t happen :-/​
I felt like I was in k-​mart…
They still have probably the greatest selection of toys (I guess), but it was very disappointing to see it has gone so far downhill.
My one word summary: tacky!

Registering at Babies R Us took forever. The products all seem to be fine, but it’s the staff that’s a bit slow and love to talk. I think we went on a busy day, but they definitely seemed under staffed.

Nice and clean and bright, this store has more culturally diverse toys than any I have ever visited. Clean bathroom and well stocked.
If you have a daughter who still loves «Tangled» or can’t wait for the «Brave» movie to come out, this is a great place to buy her a gift, because they have two well-​stocked endcaps!

Just don’t. Just don’t even go in here. Stop. Turn around and go right on over to the Babies R US in Sterling Heights or the Buy Buy Baby in Farmington.
Since I’m reviewing the Babies R Us portion, here’s my take:
1) the «Mothers Room» — reeked of soiled diaper and had an over flowing diaper pail… that had POOO on the side of it. That’s right. Poo. I went to the ladies room to change my son instead. that area was clean. I hunted down a store employee (more on that later) to inform them of the mess in the mother’s room
2) This location is ALWAYS, Chronically understaffed. The registers have one or two clearly overworked and stressed employees. The lines are horrid. Good luck trying to find someone to help you register for items or find an item. They are pulled in so many direcitons, they cannot help you. Much less change the diaper pail in the mom’s room!
3) Clothing items are rarely tagged appropriately.
4) Returns take forever. period.
5) the selection is poor

A trip to Toys R’ Us used to be a magical, much anticipated experience. I remember it had all the toys I wanted, plus new and exciting things I had never seen but could drool over. Whining ensued, in childlike fashion, and sometimes my semi-​spoiled self would get a few new things to take home.
The Toys R’ Us of my youth is gone.
This place smells like pee and cheap plastic. They’re set up to have you enter on the left side of the store, moving clockwise on a predetermined path– I guess nobody read the Sorenson Associates report from 2003 that found customers more comfortable going in a counter-​clockwise direction through the store. I don’t know if it’s years of conditioning that make it feel so unnatural, but I definitely get a weird vibe traveling on their clockwise footpath.
Their stock is subpar for a toy store. You want one of the years most popular kids toys? Better not even bother going here. On a list of 3 items to pick from, not a single one was in stock. I had to go elsewhere to find Zhu-​Zhu pets, Bendaroos, and Orbeez. Where did I go? Meijer and CVS. They both had them.
The only reason I give this place 2 stars rather than one is because they still have some random stuff I haven’t seen elsewhere. Not that that’s much of a draw, when I can just as easily go to a specialty store elsewhere and find curiosities for the little kids in my life.
PRO TIP: anything fluffy in a bin that’s child height is sticky, and likely covered in pink eye. Avoid.

After a few more shopping trips here (after all, it is closer and more convenient) I am upping my rating to three stars (from two) – and if I could do 3.5, I would. On each trip an employee asks me if I need help finding something, and just last night Rob (I think it was – I should have written the review when it was still fresh in my mind) was great during check-​out. He actually seemed like he wanted to be there, joked with me a bit, and was really very helpful.
Of course, the good stuff is still tempered by things that don’t ring up correctly (I still have to go back to correct something), things that are out of stock, and learning last night that they can’t order stuff for customers from their own website!