Toys"R"Us

Category:	Toy Store
Address:	877 Brevard Rd, Asheville, NC 28806, USA
Phone:	+1 828-665-8697
Site:	stores.toysrus.com
Rating:	2.7
Working:	10AM–8PM 10AM–9:30PM 10AM–9:30PM 10AM–9PM 10AM–10PM 9AM–10PM 10AM–8PM

Location

Photos 79

Reviews 4

Jane Doe

Deplorable customer service - Buyer Beware. I was lured into shopping with Toys R Us due to the fact that they had a particular scooter my nephew wanted for Christmas on sale at a lower price than everyone else. After adding the scooter to my cart, and seeing that I also qualified for free shipping, I thought I would add a Nerf gun for my other nephew and not even have to go shopping for one. I searched for a Nerf gun, selected one that looked like what he wanted and placed my order. Imagine my surprise when my order verification stated that the Nerf gun I had ordered was NOT Nerf branded, but BoomCo instead. On the website, it had clearly stated "Nerf". I immediately jumped back on the website (within eight minutes of the original order placing) to cancel the order. When searching for the copied & pasted, as well as hand typed, order number, I kept receiving "Order Not Found". I immediately went to the contact page, and as no links were live for "live online chat", I placed my first call to customer service. I was on hold for over an hour, despite being given an "up to 30 minute wait time" by the automated system. Once I finally was able to speak to an associate, I was informed it was already "too late" to cancel my order, but that I could return it to a physical store for a refund. I explained that this was NOT convenient for me and that if the online system had been working properly or someone could have been bothered to actually assist customers in a timely manner, that would not have been a problem. When I insisted that she transfer me to a manager, she told me she would cancel my order and promptly disconnected my call. My two subsequent attempts (again, over hour long wait times) ended in disconnected calls as soon as I mentioned that I would like to cancel my order. My final call with Asa(?) started much the same way as my first call and, when I insisted to speak to a manager, he refused to allow this, but put me on hold to "see what he could do". When he came back on the line, he assured me that the order had been cancelled and provided the "cancellation verification" number. A day later, my account was charged for the "cancelled" items and I received shipment confirmations for both items. I will be returning these items to the closest location (approximately an hour from my home) and never shopping with this company again. It is my hope that others will take heed from my experience and cease to reward a company that does not value their customers or the service they provide to them.

Melissa Mullin

Do not work under the current manager unless youre a conservative conformist. Tammy was super excited to rehire me, she was super friendly. Then I wore my pentagram to work. Her attitude suddenly changed from friendly, to inspecting my uniform to search for any tiny dress code violation. She made it a point to tell me to cover the tattoos on my neck. Of which there are NONE! I have very small, faded tattoos behind each ear that no one has ever noticed without me pointing them out, except my hair stylist, and this Nazi. Then someone began harassing, and cyber stalking me, as well as flat out stalking me. Both at home, and at work. It was a former friend I hadnt spoken to in a year, who just started harassing me out of nowhere. Im not sure why. Ive alerted the authorities. When I tried to alert Tammy to ensure Id be safe at work, she told me that I better not bring the drama there, because they cant have that. I was confused, because Id just told her Id done nothing to provoke these people. I told her I couldnt control the crazies. She still didnt care. I told her if my safety wasnt important, then I didnt wanna work there. She said "Okay. Good luck." And I hung up as she was saying more. At that point I was angry. I told her I was pressing charges, and getting a restraining order. This woman is judgemental, and obviously does not care about the well being of her employees. DO NOT WORK FOR THIS WOMAN! No matter where it is, if shes the manager, unless youre a dollar sign, she wont give a damn about you. Ill be calling corporate after I drop the kids at school.

A Private User

While I do not believe that the whole joint is dirt-encrusted (although the bathroom could use a good scrubbin), and I feel that the quality and variety of toys kept in stock are just fine, the worker bees are, well, not so busy. Dont get me wrong- there is always an employee who really aims to be helpful...but most do not even know what toys are in stock, and the store is not that big. The last time I was there in November 2010 to return an item, I was completely ignored twice by employees. I was in their plain view, and I stood there a good eight minutes while they were reliving their teenage days through inaction. The kid who was supposed to be working returns was overwhelmed by hasty customers wanting to pay there as opposed to waiting in a regular line, so he did not notice me (his back was turned). When a manager/assistant manager finally asked if I had been helped, and I replied in the negative, he seemed annoyed that he had to help me. After getting my money back, I went to find an employee in order to ask if they had a certain item in the back, possibly waiting for shelving. When she contacted another employee in the back through her CB and did not get an immediate response, probably due to the fact that they were trying to locate said item, she just told me that they probably did not have it because her co-worker was not responding. Yes, I know I should have made an issue, but I had a husband and kid waitin on me in the car, so I let it go. Cashiers are great so far, and the guy in the video game department knows his stuff.

A Private User

Horrible customer service. I was looking online and got an item number for them to check, because heck half the stuff is in the wrong place there. It seriously took like 3 people to try and figure out how to log into their own computers. After 10 minutes of waiting for them to figure out how to check a single item number I looked around at some dolls and got excited at the price only to find out they were all in the wrong spots, so the price was wrong too. The employees also seem to generally not care and will do something even slower. There was no urgency to looking up my item. Im not saying I was in a rush but I dont have all day. Much to my dismay ToysRUs also doesnt price match. What is this the dark ages? I work at an office supply store and we price match everybody, even walmart. When I asked one employee what the price match policy was she was very blunt and rude about how they only match online prices before storming off. Oh and like the other people who wrote a review for poor phone service, I tried to call a few times myself, I got no answer and eventually gave up and just drove to the store. A lot of the employees also tend to stand around or ignore customers. Most dont even smile. Its a toy store. I know customers can get aggravating but come on you are dealing with toys and kids at least put on a fake one. All in all everything there is just bad. I wont be shopping there ever again. Poor customer service High prices Disorganized/Messy store I never did get the item I wanted either. They were out.