Based on recent customer reviews, Toys R Us is drawing sustained criticism across its stores and online channels. Shoppers report bikes, scooters, cots and electronic toys failing within weeks, then facing rigid 60 day and warranty rules when seeking refunds or exchanges. Online orders from Babies R Us and Aramex deliveries arrive late, incomplete or incorrect, with WhatsApp and call centre support slow to respond. Shelf pricing disputes at Mall of the South and Pavilion, plus dismissive managers, dominate feedback. A few loyal shoppers still praise helpful in store staff and toy variety.
TrustIndex
2.3
NPS Score
-73
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Toys R Us
What do customers say about Toys R Us?
Based on recent customer reviews, Toys R Us is drawing sustained criticism across its stores and online channels. Shoppers report bikes, scooters, cots and electronic toys failing within weeks, then facing rigid 60 day and warranty rules when seeking refunds or exchanges. Online orders from Babies R Us and Aramex deliveries arrive late, incomplete or incorrect, with WhatsApp and call centre support slow to respond. Shelf pricing disputes at Mall of the South and Pavilion, plus dismissive managers, dominate feedback. A few loyal shoppers still praise helpful in store staff and toy variety.
Is Toys R Us trustworthy?
Toys R Us has a TrustIndex of 2.3 out of 10 on Hellopeter, based on 25 reviews in the last 12 months. Hellopeter has tracked Toys R Us across 893 total reviews. How is the TrustIndex calculated? →
Recent reviews (25)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2025
TOYS R US..Subtly sending out "accusations"...(my PERCEPTION)
After pre ordering the following products (As per Toys R Us policy I.e..ONE PER CUSTOMER) ONE...Pokémon 30th Celebration TCG Elite Trainer Box Assorted ONE...Pokémon 30th Celebration TCG EX Tin Assorted ONE...Pokémon 30th Celebration TCG Booster Bundle Assorted ONE...Pokémon 30th Celebration TCG Mini Tin Assorted ONE...30th Celebration TCG 2 Pack Bister Assorted I have been informed by Supervisor...Bianca Johnson... That...after an "Internal Review"... They have "IDENTIFIED MULTIPLE PURCHASES EXCEEDING THE LIMIT OF ONE PER CUSTOMER Pre-Order..."???🤮🤨 AND are now going to REFUND... THREE of the items of the above orders and only granting the LAST TWO... So... Firstly I INVITE Toys R Us to my HOUSE to see I am ME...ONE PERSON... ONE PERSON...Desiring to and PAID for ALL of the above products... I "PERCIEVE" somehow I am being "accused" of WHAT exactly...???? I am ONE female PERSON... Not a "bot"... Nor a "scalper"... Yes I ACTALLY KNOW... they are out there... Just someone who is a POKÉMON COLLECTOR.. I DO NOT accept this correspondence to me....and do not know or am UNAWARE that I may have now "evolved" into 2 or more persons...(sic) I expect my PAID for pre-order...to be allocated to me and DELIVERED... The WHOLE notion/sense I percieve that I...ME...have gone and purchased more than the "ONE PER CUSTOMER LIMIT"....is BEYOND my COMPREHENSION.... Again...please feel free to VISIT my home and in saying that please note that if you do...and SEE ME...and it is proven I have NOT done what I "percieve" to be allegedly accused of.... i.e. ordering more than ONE ITEM PER CUSTOMER...!!!! I WILL expect a PUBLIC apology... We must live in a SAD sad South Africa if THIS is how Stores of ANY kind cannot TRUST or even first ASK a person what or HOW they get to conclude that...WHAT...I am not ME... I have ORDERED more than the limit of ONE PER CUSTOMER... It is sickening to think that THIS is where we are at... It is UTTER NONSENSE...SICK.... I am NOT 2 years old...so please do not under estimate me and throw out words like "multiple purchases" by me if you do not even have all your "eggs in the basket".... So....TOYS R US...I expect HEAD OFFICE to be in contact with me as I am now....mad as the hatter in Alice of Wonderland...!!!!! You have my details... Ursula
1 reviews | Active since Jan 2025
TOYS R US..Subtly sending out "accusations"...(my PERCEPTION)
After pre ordering the following products (As per Toys R Us policy I.e..ONE PER CUSTOMER) ONE...Pokémon 30th Celebration TCG Elite Trainer Box Assorted ONE...Pokémon 30th Celebration TCG EX Tin Assorted ONE...Pokémon 30th Celebration TCG Booster Bundle Assorted ONE...Pokémon 30th Celebration TCG Mini Tin Assorted ONE...30th Celebration TCG 2 Pack Bister Assorted I have been informed by Supervisor...Bianca Johnson... That...after an "Internal Review"... They have "IDENTIFIED MULTIPLE PURCHASES EXCEEDING THE LIMIT OF ONE PER CUSTOMER Pre-Order..."???🤮🤨 AND are now going to REFUND... THREE of the items of the above orders and only granting the LAST TWO... So... Firstly I INVITE Toys R Us to my HOUSE to see I am ME...ONE PERSON... ONE PERSON...Desiring to and PAID for ALL of the above products... I "PERCIEVE" somehow I am being "accused" of WHAT exactly...???? I am ONE female PERSON... Not a "bot"... Nor a "scalper"... Yes I ACTALLY KNOW... they are out there... Just someone who is a POKÉMON COLLECTOR.. I DO NOT accept this correspondence to me....and do not know or am UNAWARE that I may have now "evolved" into 2 or more persons...(sic) I expect my PAID for pre-order...to be allocated to me and DELIVERED... The WHOLE notion/sense I percieve that I...ME...have gone and purchased more than the "ONE PER CUSTOMER LIMIT"....is BEYOND my COMPREHENSION.... Again...please feel free to VISIT my home and in saying that please note that if you do...and SEE ME...and it is proven I have NOT done what I "percieve" to be allegedly accused of.... i.e. ordering more than ONE ITEM PER CUSTOMER...!!!! I WILL expect a PUBLIC apology... We must live in a SAD sad South Africa if THIS is how Stores of ANY kind cannot TRUST or even first ASK a person what or HOW they get to conclude that...WHAT...I am not ME... I have ORDERED more than the limit of ONE PER CUSTOMER... It is sickening to think that THIS is where we are at... It is UTTER NONSENSE...SICK.... I am NOT 2 years old...so please do not under estimate me and throw out words like "multiple purchases" by me if you do not even have all your "eggs in the basket".... So....TOYS R US...I expect HEAD OFFICE to be in contact with me as I am now....mad as the hatter in Alice of Wonderland...!!!!! You have my details... Ursula
1 reviews | Active since Dec 2021
Bad service from toys r us agent and their courier service
Delivery failed and customer service representative was so damn rude. My order was supposed to be delivered yesterday and they said my phone was on voicemail. I tried contacting them immediately to give them alternative contact details but no response. This morning I tried tracking the order it said it was out for delivery and I was told by the courier they will deliver it to definitely and I stayed at the office until late and asked my colleague to collect it for me or the security guards. I was told their delivery time is up until 17:00 or 18:00 now it 18:33 no one has called and it still says order out for delivery. You can’t track the order and know exactly when and how it will be delivered and I got a rude response from your WhatsApp support number I am so disgusted! I need that order it’s for my colleagues baby shower and it’s putting a strain on me that I can’t even work. The baby shower is tomorrow if y’all can’t deliver please cancel the order! Your response Thank you for taking my call. Unfortunately, the call was disconnected while we were speaking. As discussed, deliveries can take place up until 17:00. At the time your order was placed, there was no request advising that you would only be available at the delivery address until 16:00. You confirmed that you are currently at the office, but that there is someone available at the delivery address who can accept the parcel on your behalf. We did not advise you to remain at the address awaiting the delivery. When the driver contacts you, you are welcome to ask that the order be handed over to the person available to receive it on your behalf. For future orders, please note that there is a Special Delivery Notes field during checkout where you can include any important delivery instructions, such as specific availability times. Unfortunately, no such request was included with this order. As outlined in our Terms and Conditions, delivery takes 2–5 working days. Today is only the third working day since your order was placed, which means your order remains within the expected delivery timeframe and is therefore not outside of our service level agreement (SLA). This chat will be closed, have a great day. From the courier side Hi there. My name is Lebogang, and I will be handling your request. Please hold on while i look into this for you. The company name has been updated and delivery will be done accordingly.
1 reviews | Active since Dec 2021
Bad service from toys r us agent and their courier service
Delivery failed and customer service representative was so damn rude. My order was supposed to be delivered yesterday and they said my phone was on voicemail. I tried contacting them immediately to give them alternative contact details but no response. This morning I tried tracking the order it said it was out for delivery and I was told by the courier they will deliver it to definitely and I stayed at the office until late and asked my colleague to collect it for me or the security guards. I was told their delivery time is up until 17:00 or 18:00 now it 18:33 no one has called and it still says order out for delivery. You can’t track the order and know exactly when and how it will be delivered and I got a rude response from your WhatsApp support number I am so disgusted! I need that order it’s for my colleagues baby shower and it’s putting a strain on me that I can’t even work. The baby shower is tomorrow if y’all can’t deliver please cancel the order! Your response Thank you for taking my call. Unfortunately, the call was disconnected while we were speaking. As discussed, deliveries can take place up until 17:00. At the time your order was placed, there was no request advising that you would only be available at the delivery address until 16:00. You confirmed that you are currently at the office, but that there is someone available at the delivery address who can accept the parcel on your behalf. We did not advise you to remain at the address awaiting the delivery. When the driver contacts you, you are welcome to ask that the order be handed over to the person available to receive it on your behalf. For future orders, please note that there is a Special Delivery Notes field during checkout where you can include any important delivery instructions, such as specific availability times. Unfortunately, no such request was included with this order. As outlined in our Terms and Conditions, delivery takes 2–5 working days. Today is only the third working day since your order was placed, which means your order remains within the expected delivery timeframe and is therefore not outside of our service level agreement (SLA). This chat will be closed, have a great day. From the courier side Hi there. My name is Lebogang, and I will be handling your request. Please hold on while i look into this for you. The company name has been updated and delivery will be done accordingly.
1 reviews | Active since May 2018
BAD REFUND PROCESS
Hemmingways mall East-London Their refund process is terrible, needed a refund of R4000, I was told if I don't have credit card I couldn't be refunded and that the till and petty cash did not have such amount.I requested then to be refunded in my card that I originally purchased, still told its not possible. So now I have left my hard earned cash with them waiting for when ever....
1 reviews | Active since May 2018
BAD REFUND PROCESS
Hemmingways mall East-London Their refund process is terrible, needed a refund of R4000, I was told if I don't have credit card I couldn't be refunded and that the till and petty cash did not have such amount.I requested then to be refunded in my card that I originally purchased, still told its not possible. So now I have left my hard earned cash with them waiting for when ever....
1 reviews | Active since May 2018
Please help me and my son with nappies
from 2024 when I found out am pregnant I was regular client of Alberton mall of the south store ive received the greatest service even online until today my son is turning 2 yrs in a very poor condition I am writing this to seek help from dischem as ive failed dismal from neighbors friends and social workers no response my son been suffering from bowel movement issues in and out of hospital changing formulas always the past 3 weeks been the most difficult ones for me and him not even affording a nappy yet my son is literally ill. I AM PLEADING FOR YOUR HELP a pack of nappies even if the cheapest brand ,and formula milk please assist me i have right now it he's birthday but I can't even give him a porridge we have nothing to eat not even a soup am requesting the store management and donation department if they have one to assist me and myson with nappies n formulas he's wearing no 5 nappies taking infacare no 3 formula I cannot afford even an instanporrige it our 3rd day without a meal please help us
1 reviews | Active since May 2018
Please help me and my son with nappies
from 2024 when I found out am pregnant I was regular client of Alberton mall of the south store ive received the greatest service even online until today my son is turning 2 yrs in a very poor condition I am writing this to seek help from dischem as ive failed dismal from neighbors friends and social workers no response my son been suffering from bowel movement issues in and out of hospital changing formulas always the past 3 weeks been the most difficult ones for me and him not even affording a nappy yet my son is literally ill. I AM PLEADING FOR YOUR HELP a pack of nappies even if the cheapest brand ,and formula milk please assist me i have right now it he's birthday but I can't even give him a porridge we have nothing to eat not even a soup am requesting the store management and donation department if they have one to assist me and myson with nappies n formulas he's wearing no 5 nappies taking infacare no 3 formula I cannot afford even an instanporrige it our 3rd day without a meal please help us
1 reviews | Active since Jan 2014
Formal Complaint – Incorrect Price Display & Customer Service – Mall of the South, 23 May 2026
To: Toys R Us Customer Care / Store Manager From: Llewellyn Labuschagne Date: 23 May 2026 Contact: Complaint Summary On, I attempted to purchase an item at your Mall of the South store. The item was displayed on the shelf with a price of R199. At the till, I was charged a higher price of R299 on 23 May 2026. Issues: 1. Price Discrepancy: The only price visible for the item was R199 on the shelf. This constitutes an advertised price under the CPA. 2. Staff Conduct: The duty manager refused to honour the displayed price and instead blamed customers for allegedly misplacing stock. I was also accused of moving items to benefit myself, which is defamatory and unprofessional. 3. Lack of Evidence: Staff could not show me any other price tag or adverti*****t for the item. The stock had been received in October 2025, yet no correct price tag was visible. 4. Regional Manager Response: I escalated to Regional Manager JP. At no point did JP take accountability for the store’s operational failures or staff not performing their paid and obligated duties. Instead, JP blamed an innocent child customer for moving the item. Accountability was never directed toward staff shortcomings 5. Customer Service: The attitude of staff and management was dismissive and did not reflect any accountability for store operations or staff KPI failures. Relevant Law – CPA Section 23 & 24 Under the CPA, if a price is displayed on goods or next to goods, that is considered an offer. If a consumer acts on that displayed price in good faith, the supplier must honour it or withdraw the goods from sale. It is not the consumer’s duty to “find the correct price” elsewhere in the store. The responsibility for accurate pricing and stock management rests with the retailer. Resolution Requested 1. Honour the displayed price of R199 for the item in question, or provide a refund if I no longer wish to purchase. 2. Formal apology for the conduct of staff and the accusation made against me. 3. Confirmation that staff will be retrained on CPA obligations regarding pricing and customer treatment. If this is not resolved within 5 working days, I will escalate the matter to the National Consumer Commission and post a factual review of my experience. Attachments: Receipt, photo of shelf price if available, date/time of visit.
1 reviews | Active since Jan 2014
Formal Complaint – Incorrect Price Display & Customer Service – Mall of the South, 23 May 2026
To: Toys R Us Customer Care / Store Manager From: Llewellyn Labuschagne Date: 23 May 2026 Contact: Complaint Summary On, I attempted to purchase an item at your Mall of the South store. The item was displayed on the shelf with a price of R199. At the till, I was charged a higher price of R299 on 23 May 2026. Issues: 1. Price Discrepancy: The only price visible for the item was R199 on the shelf. This constitutes an advertised price under the CPA. 2. Staff Conduct: The duty manager refused to honour the displayed price and instead blamed customers for allegedly misplacing stock. I was also accused of moving items to benefit myself, which is defamatory and unprofessional. 3. Lack of Evidence: Staff could not show me any other price tag or adverti*****t for the item. The stock had been received in October 2025, yet no correct price tag was visible. 4. Regional Manager Response: I escalated to Regional Manager JP. At no point did JP take accountability for the store’s operational failures or staff not performing their paid and obligated duties. Instead, JP blamed an innocent child customer for moving the item. Accountability was never directed toward staff shortcomings 5. Customer Service: The attitude of staff and management was dismissive and did not reflect any accountability for store operations or staff KPI failures. Relevant Law – CPA Section 23 & 24 Under the CPA, if a price is displayed on goods or next to goods, that is considered an offer. If a consumer acts on that displayed price in good faith, the supplier must honour it or withdraw the goods from sale. It is not the consumer’s duty to “find the correct price” elsewhere in the store. The responsibility for accurate pricing and stock management rests with the retailer. Resolution Requested 1. Honour the displayed price of R199 for the item in question, or provide a refund if I no longer wish to purchase. 2. Formal apology for the conduct of staff and the accusation made against me. 3. Confirmation that staff will be retrained on CPA obligations regarding pricing and customer treatment. If this is not resolved within 5 working days, I will escalate the matter to the National Consumer Commission and post a factual review of my experience. Attachments: Receipt, photo of shelf price if available, date/time of visit.
1 reviews | Active since Jan 2019
Toys r us little falls horrible customer service
I am very disappointed with the service received at Toys r us little falls in Roodepoort. I wanted to buy car seat then I was told by lady working there that there are 6 in stock on system but there are too many boxes she will fall if she keeps looking so we must buy what is on display. This is sooo disappointing. I have had to result to buying online which is absurd
1 reviews | Active since Jan 2019
Toys r us little falls horrible customer service
I am very disappointed with the service received at Toys r us little falls in Roodepoort. I wanted to buy car seat then I was told by lady working there that there are 6 in stock on system but there are too many boxes she will fall if she keeps looking so we must buy what is on display. This is sooo disappointing. I have had to result to buying online which is absurd