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Return Policy


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#1 atarango  OFFLINE  

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Posted Dec 16, 2008 - 10:02 pm

I went to return an early Christmas gift last weekend and they informed me of their return policy: No receipt, no return--not even store credit. I thought this was ridiculous because the item I was returning said "toysrus" right on the packaging, so I had no chance of taking it back to walmart, for example. The lady told me that I should ask the gift-giver for a gift receipt, but that person lives out of town and there is no way I am going to ask for a receipt to return their gift, that is so rude. My son already owned the toy, we really didn't need two. I just want to give people a heads-up that you have better attach those gift receipts to your toys from TRU. Does anyone know if the policy somehow becomes more lenient on Dec. 26? I don't know how they can turn back so many people that day. Needless to say, I was very dissappointed with my TRU experience and marched right out the store and spent $150 at Target. As if that will somehow "show them!"

#2 MelissaS  OFFLINE  

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Posted Dec 17, 2008 - 5:12 am

I went to return an early Christmas gift last weekend and they informed me of their return policy: No receipt, no return--not even store credit. I thought this was ridiculous because the item I was returning said "toysrus" right on the packaging, so I had no chance of taking it back to walmart, for example. The lady told me that I should ask the gift-giver for a gift receipt, but that person lives out of town and there is no way I am going to ask for a receipt to return their gift, that is so rude. My son already owned the toy, we really didn't need two.

I just want to give people a heads-up that you have better attach those gift receipts to your toys from TRU. Does anyone know if the policy somehow becomes more lenient on Dec. 26? I don't know how they can turn back so many people that day.

Needless to say, I was very dissappointed with my TRU experience and marched right out the store and spent $150 at Target. As if that will somehow "show them!"


This has been their return policy for well over a year.

You could always donate the toy.

#3 Rockfordmom  OFFLINE  

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Posted Dec 17, 2008 - 6:52 am

This has been their return policy for well over a year.

You could always donate the toy.


:yup: ToysRUs is no receipt - no return or exchange, period.

You could also save it and give it to someone else for a birthday gift.

#4 AndreaInNC  OFFLINE  

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Posted Dec 17, 2008 - 9:53 am

if it were me, I'd be trying again to return it on December 26th.

#5 mgmckny  OFFLINE  

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Posted Dec 17, 2008 - 10:29 am

Well, I had a similar problem at Target, someone took my MIL (who has Alzheimers) shopping and no one knows where the receipts are. My son got 2 of the same video game (he had been playing the 1st copy for a week when he got the second) and because it was over $35 dollars my Target wouldn't exchange,give store credit or anything. They even acknowledged that it was theirs.... We ended up at Walmart and they gave us store credit.
“Next to a dog, a book is a man's best friend. Inside of a dog, it's too dark to read." Groucho :yup:

#6 Rockfordmom  OFFLINE  

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Posted Dec 18, 2008 - 6:34 am

if it were me, I'd be trying again to return it on December 26th.


Won't do any good, they will not take stuff back without a receipt.

#7 Rockfordmom  OFFLINE  

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Posted Dec 18, 2008 - 6:35 am

Well, I had a similar problem at Target, someone took my MIL (who has Alzheimers) shopping and no one knows where the receipts are. My son got 2 of the same video game (he had been playing the 1st copy for a week when he got the second) and because it was over $35 dollars my Target wouldn't exchange,give store credit or anything. They even acknowledged that it was theirs.... We ended up at Walmart and they gave us store credit.


Target can check your credit cards and even your checking account with a check to look up a purchase, if you brought your MIL with you, and they usually allow 1 or 2 exchanges without a receipt per year per person.

#8 chr05angel  OFFLINE  

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Posted Dec 18, 2008 - 9:53 am

target and kmart both can and when i had an issue, corporate verified that BOTH stores can always do it no matter what location

#9 theboyzmom  OFFLINE  

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Posted Dec 18, 2008 - 12:36 pm

[quote name='atarango'] I don't know how they can turn back so many people that day.

they will make many people angry that day....that is their policy and they stick to it...

#10 mom2maddynsky27  OFFLINE  

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Posted Dec 18, 2008 - 12:47 pm

not the same situation but toys r us has used my phone number to look up a reciept for me. printed it out and had it waiting at customer service when i got to the store. had no problems returning my items.

#11 goody2shoes3012  OFFLINE  

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Posted Dec 18, 2008 - 1:44 pm

toys r us can also look it up by the card it was paid on

#12 clevermom2004  OFFLINE  

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Posted Dec 26, 2008 - 6:40 pm

Just wanted to add my 2 cents on their return policy. I went this morning to exchange a gift. It was a gift, so no receipt, no phone #. They said that because I didnt have a receipt they couldnt even exchange it. I told her there is a toyrus sticker on it, it clearly came from toysrus I wasn't trying to jip toysrus. No good. Got on my cell phone and called 800toysrus. No good. They stick to their policy. She said when you purchase an item you also get a gift receipt. The person who bought it should of gave me a gift receipt. Tried to argue the toysrus sticker on the box, no luck. She said that is our policy no receipt no exchange. I told her toysrus policy sucks. Try explaining your stupid policy to my 8 year old who only wanted this item for christmas, now I have to tell her because it was a gift and didnt get a receipt with it tough cookies. Toysrus just lost my business and I am sure by the end of the day a whole bunch of other peoples business too. Well by the time I got back to my van I was hot to trot. I told myself no I am not going to get mad over this. I told my daughter that this wasnt going to ruin our christmas. God will work out a way for you to get your Guitar. When I got home I called Fisher Price.... I told them that the guitar was a gift ( no receipt) and there were a couple things wrong with it and it wont play. Guess what....They are sending me a prepaid shipping label to send guitar back. Because the guitar isn't in stock they will send a refund check once they get the guitar. That is excellent customer service. becuase of that I will be buying fisher price whenever I can, and NEVER at toysrus again. Hey I am on a roll, I think I will email toysrus an email about their customer service. LOL:)

#13 Rockfordmom  OFFLINE  

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Posted Dec 26, 2008 - 8:18 pm

Just wanted to add my 2 cents on their return policy. I went this morning to exchange a gift. It was a gift, so no receipt, no phone #. They said that because I didnt have a receipt they couldnt even exchange it. I told her there is a toyrus sticker on it, it clearly came from toysrus I wasn't trying to jip toysrus. No good. Got on my cell phone and called 800toysrus. No good. They stick to their policy. She said when you purchase an item you also get a gift receipt. The person who bought it should of gave me a gift receipt. Tried to argue the toysrus sticker on the box, no luck. She said that is our policy no receipt no exchange. I told her toysrus policy sucks. Try explaining your stupid policy to my 8 year old who only wanted this item for christmas, now I have to tell her because it was a gift and didnt get a receipt with it tough cookies. Toysrus just lost my business and I am sure by the end of the day a whole bunch of other peoples business too. Well by the time I got back to my van I was hot to trot. I told myself no I am not going to get mad over this. I told my daughter that this wasnt going to ruin our christmas. God will work out a way for you to get your Guitar. When I got home I called Fisher Price.... I told them that the guitar was a gift ( no receipt) and there were a couple things wrong with it and it wont play. Guess what....They are sending me a prepaid shipping label to send guitar back. Because the guitar isn't in stock they will send a refund check once they get the guitar. That is excellent customer service. becuase of that I will be buying fisher price whenever I can, and NEVER at toysrus again. Hey I am on a roll, I think I will email toysrus an email about their customer service. LOL:)


That has been TRU's policy since last Christmas, if not before then. They will not budge and it doesn't matter if the item says it's a TRU exclusive or has TRU anywhere on the packaging. No receipt = no return or exchange, period.

#14 atarango  OFFLINE  

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Posted Dec 26, 2008 - 10:11 pm

Hi again: I thought I'd give it another try today, thinking maybe the rules were relaxed after Christmas. I should have read your posts and not even bothered. Of course, they stuck with the policy. That's fine if that's their policy, too bad it's not my relative's policy to attach gift receipts!! People were advising about the credit card look-up, but that doesn't help me out with a gift. I will have to re-gift the toy for a birthday or donate it. But this whole experience has caused my husband and I to vow to never shop at TRU again. The store is overpriced, a filthy mess, and has horrible customer service. The last four times I've been there, I have walked out empty-handed and pissed!! The long lines and lack of customer service are unforgivable. Congrats to the above poster about getting Fisher Price to pick up TRU's slack. I will definately purchase Fisher Price in the future, but never again from TRU. And my son is only 3, so I have many more years of toys ahead of me. I will stick to Target and Wal-Mart. I urge others who have been burned by TRU to do the same! Finally, I was thinking about all those survey invitations I used to get on receipts and wishing I could complete one now. Of course, I could only be invited for a survey if I actually purchased something, which I did not. Isnt' it convenient how the people who experience such poor customer service that they walk out empty handed cannot be surveyed? As somewhat of a statistician, the validity of their survey bothers me. Yes, I know I could call the 1-800 number but I really don't care to argue with anyone about it anymore. I just want them to know that they have lost my business.

#15 chrisjuvers  OFFLINE  

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Posted Dec 26, 2008 - 10:20 pm

I was with a friends today and her daughter got 2 My Sims's nintendo ds games. She didn't have a receipt and they told us she could get store credit and it wouldn't be a problem. This store is in Marion, IL and they were really nice about it.:)

#16 boblin119  OFFLINE  

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Posted Dec 26, 2008 - 10:36 pm

my cousin, bought a star wars toy from tru, only to discover that it was broken when he got home. His mom had lost the receipt, so they packaged it back up and took it back in. It was a tru exclusive. they had no problems with exchanging it. this is in champaign, IL. our tru has always been a wonderful, experience.




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