TR
Toys R Us
Claimed Business
TR
AI Review Summary
Based on recent customer reviews, Toys R Us is facing significant customer experience challenges across both in-store and online channels. Customers consistently mention rude and unhelpful staff, particularly when handling returns, exchanges, and refunds. A recurring theme is frustration with the 60-day return policy being inconsistently applied, alongside complaints about product quality on items like scooters, prams, and electronic toys. Online shoppers frequently raise concerns about delayed deliveries, missing items, and poor communication from customer service. A small number of shoppers highlight pleasant store visits where staff were courteous and attentive.
Performance(last 12 months):
Trustindex Rating
2TrustIndex
2
Review Distribution
1.3|28 Reviews
Jul '25 - Jun '26
Recent reviews (28)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceA
Anonymous
1 reviews | Active since Jan 2020
23 May 2026, 15:35
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.
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Anonymous
1 reviews | Active since Jan 2020
23 May 2026, 15:35
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.
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Anonymous
1 reviews | Active since Jan 2020
27 Apr 2026, 18:31
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
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Anonymous
1 reviews | Active since Jan 2020
27 Apr 2026, 18:31
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
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Anonymous
1 reviews | Active since Jan 2020
30 Mar 2026, 07:10
RACER SCOOTER
Yesterday I went back to the store to return this scooter, the scooter can take up to 80KG’s and unfortunately the back wheels rubber has come off to the base (plastic side of the wheel, the SUPERVISOR who was called to assist was very RUDE and unfriendly , she took pictures of the scooter and wheel and sent it to the STORE MAMAGER /JAMES if I’m not mistaken who was not EVEN IN THE STORE James advised NOXOLO AKWANYANA that the scooter cannot be returned as it’s not factory faults BUT OVERUSE of the SCOOTER, how can you overuse a scooter that you bought your son to enjoy? This item was returned less than a month of purchasing ? I even asked if they could supply me with at least a new wheel, this was rejected, THEY HAVE NO CUSTOMER SERVISE EXPERIENCE OR ANY Professionalism TOWARDS their customer , they tried absolutely nothing to assist me, RREJECTED from the WORD GO, with a SUPERVISOR that approaches with an ATTITUDE already The price of the scooter was not cheap , and on the slip, it indicates that you can return within 60 DAYS? This is a TOYS R US product and not a 3rd party supplier
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Anonymous
1 reviews | Active since Jan 2020
30 Mar 2026, 07:10
RACER SCOOTER
Yesterday I went back to the store to return this scooter, the scooter can take up to 80KG’s and unfortunately the back wheels rubber has come off to the base (plastic side of the wheel, the SUPERVISOR who was called to assist was very RUDE and unfriendly , she took pictures of the scooter and wheel and sent it to the STORE MAMAGER /JAMES if I’m not mistaken who was not EVEN IN THE STORE James advised NOXOLO AKWANYANA that the scooter cannot be returned as it’s not factory faults BUT OVERUSE of the SCOOTER, how can you overuse a scooter that you bought your son to enjoy? This item was returned less than a month of purchasing ? I even asked if they could supply me with at least a new wheel, this was rejected, THEY HAVE NO CUSTOMER SERVISE EXPERIENCE OR ANY Professionalism TOWARDS their customer , they tried absolutely nothing to assist me, RREJECTED from the WORD GO, with a SUPERVISOR that approaches with an ATTITUDE already The price of the scooter was not cheap , and on the slip, it indicates that you can return within 60 DAYS? This is a TOYS R US product and not a 3rd party supplier
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Anonymous
1 reviews | Active since Jan 2020
23 Mar 2026, 09:36
Rude Manager/Bad Quality Toys
This is the 3rd time i am buying electronic toys from Toys R us Cradle Stone Mall that breaks within 3 months.Previous 2 times i didnt report the toys to them but now its the 3rd time i buy something from Toys R Us that just breaks.I phoned the shop and spoke to a male "manager" in charge,he didnt want to hear my issue at all,he kept interrupting me and says its past 60 days so they cant do anything.Ok,i do understand the 60 day Refund policy,but after 3 toys breaking bought from them.......It looks like they are selling substandard quality toys nowadays,but still you pay a pretty penny to get good quality toys.......and then if you dare to complain the manager at store is rude and unwilling to hear your story.I Told him the toys there are ****py quality,ther after rudely puts the phone down in my ear,phoned him again and he denied everything,also refused to give me his name after i asked 3 times for his name so that i can try and get help somewhere else maybe at head office. People / Public should be aware of Toys are us qaulity of toys and that they refuse to hear your story .I used to buy quite alot of toys there,but in the future im going to think twice before i walk into their shop.
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Anonymous
1 reviews | Active since Jan 2020
23 Mar 2026, 09:36
Rude Manager/Bad Quality Toys
This is the 3rd time i am buying electronic toys from Toys R us Cradle Stone Mall that breaks within 3 months.Previous 2 times i didnt report the toys to them but now its the 3rd time i buy something from Toys R Us that just breaks.I phoned the shop and spoke to a male "manager" in charge,he didnt want to hear my issue at all,he kept interrupting me and says its past 60 days so they cant do anything.Ok,i do understand the 60 day Refund policy,but after 3 toys breaking bought from them.......It looks like they are selling substandard quality toys nowadays,but still you pay a pretty penny to get good quality toys.......and then if you dare to complain the manager at store is rude and unwilling to hear your story.I Told him the toys there are ****py quality,ther after rudely puts the phone down in my ear,phoned him again and he denied everything,also refused to give me his name after i asked 3 times for his name so that i can try and get help somewhere else maybe at head office. People / Public should be aware of Toys are us qaulity of toys and that they refuse to hear your story .I used to buy quite alot of toys there,but in the future im going to think twice before i walk into their shop.
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Anonymous
1 reviews | Active since Jan 2020
28 Feb 2026, 12:29
Incompetence at till of Toys R Us
Today we experienced incompetence at the till of Toys r Us again. They did not accept the former 50 Rand note which is simply just a normal legal tender and not even out of circulation. They refused to accept it and said that we must change it at the bank. I don't know where they get this wrong information from or if they just want to make a story to be important but this was obviously wrong and nonsense. The banks do not change legal tender notes which are still in circulation and people who work at the till at a shop like Toys R Us should know that or ask their supervisor if they are not sure of something.
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Anonymous
1 reviews | Active since Jan 2020
28 Feb 2026, 12:29
Incompetence at till of Toys R Us
Today we experienced incompetence at the till of Toys r Us again. They did not accept the former 50 Rand note which is simply just a normal legal tender and not even out of circulation. They refused to accept it and said that we must change it at the bank. I don't know where they get this wrong information from or if they just want to make a story to be important but this was obviously wrong and nonsense. The banks do not change legal tender notes which are still in circulation and people who work at the till at a shop like Toys R Us should know that or ask their supervisor if they are not sure of something.
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Anonymous
1 reviews | Active since Jan 2020
11 Feb 2026, 09:22
Delivery team is very ***********
Mind you this is not the first time this happens. There is always a delay when the have to deliver stuff. I am not happy at all. My baby only drinks soy so his formular that was recommended by his doctor is hard to find. So this time like the last time I ordered from Babierus, biggest mistake. I ordered last week friday and I am being told that they have been trying to reach me to confirm my address, how *********** is that, that process delays orders and they do not even realise it. I specifically wrote please call for directions on the delivery notes because I know delivering at a village can be frustrating at times as there are no street names or numbers. Can Babies R Us actually prioritize things like diapers and baby food, now my baby does not have formular and you guys are telling me about next week, la nkhafela shem, I have a reason why I order online as I have mentioned my child stay at the village with my mom and I am far from them, sometimes the formular is only available online now I have to be frustrated by you guys. I NEED THAT ORDER TO BE DELIVERED LATEST TOMORROW, SO MY CHILD MUST SUFFER BECAUSE IF YOUR INCOMPETENCE AND A STUPID PROCESS OF CONFIRMING ADDRESS IS IRRITATING.
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Anonymous
1 reviews | Active since Jan 2020
11 Feb 2026, 09:22
Delivery team is very ***********
Mind you this is not the first time this happens. There is always a delay when the have to deliver stuff. I am not happy at all. My baby only drinks soy so his formular that was recommended by his doctor is hard to find. So this time like the last time I ordered from Babierus, biggest mistake. I ordered last week friday and I am being told that they have been trying to reach me to confirm my address, how *********** is that, that process delays orders and they do not even realise it. I specifically wrote please call for directions on the delivery notes because I know delivering at a village can be frustrating at times as there are no street names or numbers. Can Babies R Us actually prioritize things like diapers and baby food, now my baby does not have formular and you guys are telling me about next week, la nkhafela shem, I have a reason why I order online as I have mentioned my child stay at the village with my mom and I am far from them, sometimes the formular is only available online now I have to be frustrated by you guys. I NEED THAT ORDER TO BE DELIVERED LATEST TOMORROW, SO MY CHILD MUST SUFFER BECAUSE IF YOUR INCOMPETENCE AND A STUPID PROCESS OF CONFIRMING ADDRESS IS IRRITATING.
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Anonymous
1 reviews | Active since Jan 2020
20 Jan 2026, 15:42
Toys r us Pavilion
I am extremely furious about the service from Toys R Us in Pavilion Durban. I visited the store today 17th January 2026 and was willing to buy 2x vortex gel blaser as seen in the picture below. As clearly shown in the picture, the price of the item is R199. When i got to the till, the cashier informed me that the price is R299 and the price on the shelf is incorrect. If you look at the picture, you will notice that it was not placed in the incorrect place because theres not 1 but 2 shelves full of stock with the marked priced of R199. The manager was called and advised me that he cannot honour that price and could only honour a price of R260. The incorrect pricing or merchandising is not my fault as a customer but yet the stores fault. I know that the price marked should be honoured.
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Anonymous
1 reviews | Active since Jan 2020
20 Jan 2026, 15:42
Toys r us Pavilion
I am extremely furious about the service from Toys R Us in Pavilion Durban. I visited the store today 17th January 2026 and was willing to buy 2x vortex gel blaser as seen in the picture below. As clearly shown in the picture, the price of the item is R199. When i got to the till, the cashier informed me that the price is R299 and the price on the shelf is incorrect. If you look at the picture, you will notice that it was not placed in the incorrect place because theres not 1 but 2 shelves full of stock with the marked priced of R199. The manager was called and advised me that he cannot honour that price and could only honour a price of R260. The incorrect pricing or merchandising is not my fault as a customer but yet the stores fault. I know that the price marked should be honoured.
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Anonymous
1 reviews | Active since Jan 2020
27 Dec 2025, 16:15
Lack professionalism and basic courtesy
I had a very disappointing experience at Toys R Us Vaal Mall while trying to collect a toy that my child’s father had already paid for at another branch. I went to the store yesterday and asked to speak to the manager since that was the instruction I was given when going to collect, unfortunately he was off. I explained my situation to a floor employee, who handed me the toy and directed me to the tills. At the tills, it was clear that the staff were unsure how to handle the collection. I explained that I had already been there on Wednesday, but the store had closed early for Christmas, so I had to return. I was asked to provide a copy of the till slip, which my child’s father immediately sent. I was told to email it, although I was later informed that the Canal Walk branch had already emailed the same slip. Despite this, I was left standing at the till for a long time with no communication or updates while the cashier assisted other customers. I wouldn’t have minded the wait if there had been clear communication, but I was essentially left unattended. When I asked what the delay was, the cashier responded dismissively, saying “here we wait, it’s a thing,” and imp**** that I should relax. I explained that I still had a long drive ahead and hadn’t even eaten. She then announced to her colleagues that she was going on lunch and walked away without informing me who would assist me next or what was happening with my collection. I waited 30 minutes in total for what should have been a simple collection. When they finally returned with a printed copy of the till slip that had already been sent, there was still no apology for the delay or the poor communication. Given that I had already attempted this collection earlier in the week, I expected the process to be handled more efficiently. Overall, the lack of communication, professionalism, and basic customer courtesy was very disappointing.
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Anonymous
1 reviews | Active since Jan 2020
27 Dec 2025, 16:15
Lack professionalism and basic courtesy
I had a very disappointing experience at Toys R Us Vaal Mall while trying to collect a toy that my child’s father had already paid for at another branch. I went to the store yesterday and asked to speak to the manager since that was the instruction I was given when going to collect, unfortunately he was off. I explained my situation to a floor employee, who handed me the toy and directed me to the tills. At the tills, it was clear that the staff were unsure how to handle the collection. I explained that I had already been there on Wednesday, but the store had closed early for Christmas, so I had to return. I was asked to provide a copy of the till slip, which my child’s father immediately sent. I was told to email it, although I was later informed that the Canal Walk branch had already emailed the same slip. Despite this, I was left standing at the till for a long time with no communication or updates while the cashier assisted other customers. I wouldn’t have minded the wait if there had been clear communication, but I was essentially left unattended. When I asked what the delay was, the cashier responded dismissively, saying “here we wait, it’s a thing,” and imp**** that I should relax. I explained that I still had a long drive ahead and hadn’t even eaten. She then announced to her colleagues that she was going on lunch and walked away without informing me who would assist me next or what was happening with my collection. I waited 30 minutes in total for what should have been a simple collection. When they finally returned with a printed copy of the till slip that had already been sent, there was still no apology for the delay or the poor communication. Given that I had already attempted this collection earlier in the week, I expected the process to be handled more efficiently. Overall, the lack of communication, professionalism, and basic customer courtesy was very disappointing.
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