TR
Toys R Us
Claimed Business
TR
AI Review Summary
Based on recent customer reviews, Toys R Us faces significant criticism across both in-store and online operations. Customers repeatedly report poor communication, slow or failed deliveries, and unhelpful staff attitudes. Online order issues include wrong items received, delayed refunds, and unreliable courier partners like Aramex. In-store complaints highlight pricing discrepancies not being honoured, difficult return and exchange processes, and dismissive managers. A serious product safety concern involving a defective cot was met with rigid policy enforcement rather than empathy. The few positive reviews praise friendly, attentive service at specific branches like Watercrest Mall.
Performance(last 12 months):
TrustIndex
0
Ranking
#53
in Retail
NPS Score
-77
Recommended: Unlikely
Review Distribution
1.3|34 Reviews
May '25 - Apr '26
5(7.1%)
4(0%)
3(0%)
2(3.6%)
1(89.3%)
5(7.1%)
4(0%)
3(0%)
2(3.6%)
1(89.3%)
Frequently Asked Questions About Toys R Us
Based on recent customer reviews, Toys R Us faces significant criticism across both in-store and online operations. Customers repeatedly report poor communication, slow or failed deliveries, and unhelpful staff attitudes. Online order issues include wrong items received, delayed refunds, and unreliable courier partners like Aramex. In-store complaints highlight pricing discrepancies not being honoured, difficult return and exchange processes, and dismissive managers. A serious product safety concern involving a defective cot was met with rigid policy enforcement rather than empathy. The few positive reviews praise friendly, attentive service at specific branches like Watercrest Mall.
Toys R Us has a TrustIndex of 0 out of 10 on Hellopeter, based on 34 reviews in the last 12 months. Hellopeter has tracked Toys R Us across 913 total reviews. How is the TrustIndex calculated? →
Recent reviews (34)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
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Markus M
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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Markus M
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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Tshepy N
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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Tshepy N
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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Sameer A
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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Sameer A
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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Thembeka M
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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Thembeka M
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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Tahna P
1 reviews | Active since Jan 2020
21 Dec 2025, 08:09
Greenstone Toys R are rude and unfriendly
Toys R Us in Greenstone is full of terrible attitude. Had to do a few exchanges, some items bought online and some in store. All items exclusive to Toys r Us apart from one. Took 1 hour of terrible attitude from the workers there. They can’t find the slip of the one item on the system which is strange as it was bought with cash at their store - but we misplaced the slip- and they refused to exchange that as they couldn’t find it on their system. It’s not even that that is upsetting, but to be met with such attitude and comments because we were trying to exchange items (for a gift voucher so we can go to the Toys r Us that has stock of the item we want) is unacceptable. This store, especially one lady who works there, is extremely unfriendly and rude. Told straight it can’t be done as an item was bought online, then suddenly it is able to be done. Refused to check the system for the slip and said it’s impossible, when we know it is possible. Yes we shouldn’t have misplaced the slip- but it felt as though they were purposefully trying to be spiteful because we were exchanging a few items from different slips. Made us feel very uncomfortable and as if we were a burden. Mind you we weren’t asking for cash- just to exchange the items so that we can buy further items at Toys r Us and pay in. Don’t have staff that don’t want to be helpful, makes me want to avoid this store in the future.
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Tahna P
1 reviews | Active since Jan 2020
21 Dec 2025, 08:09
Greenstone Toys R are rude and unfriendly
Toys R Us in Greenstone is full of terrible attitude. Had to do a few exchanges, some items bought online and some in store. All items exclusive to Toys r Us apart from one. Took 1 hour of terrible attitude from the workers there. They can’t find the slip of the one item on the system which is strange as it was bought with cash at their store - but we misplaced the slip- and they refused to exchange that as they couldn’t find it on their system. It’s not even that that is upsetting, but to be met with such attitude and comments because we were trying to exchange items (for a gift voucher so we can go to the Toys r Us that has stock of the item we want) is unacceptable. This store, especially one lady who works there, is extremely unfriendly and rude. Told straight it can’t be done as an item was bought online, then suddenly it is able to be done. Refused to check the system for the slip and said it’s impossible, when we know it is possible. Yes we shouldn’t have misplaced the slip- but it felt as though they were purposefully trying to be spiteful because we were exchanging a few items from different slips. Made us feel very uncomfortable and as if we were a burden. Mind you we weren’t asking for cash- just to exchange the items so that we can buy further items at Toys r Us and pay in. Don’t have staff that don’t want to be helpful, makes me want to avoid this store in the future.
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Venencia V
1 reviews | Active since Jan 2020
20 Dec 2025, 19:02
Pathetic system
Always preferred Toy Kingdom, this was the final stamp to part ways, order from the 15th is not gonna be delivered until after Christmas, order for the 17th from China is landing 22nd, you’re clearly don’t care about your customers, hence your 2.1 star rating, order from another retailer also coming from CT was delivered already, but you only wanna rely on another useless company Aramex
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Venencia V
1 reviews | Active since Jan 2020
20 Dec 2025, 19:02
Pathetic system
Always preferred Toy Kingdom, this was the final stamp to part ways, order from the 15th is not gonna be delivered until after Christmas, order for the 17th from China is landing 22nd, you’re clearly don’t care about your customers, hence your 2.1 star rating, order from another retailer also coming from CT was delivered already, but you only wanna rely on another useless company Aramex
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Beulandre F
1 reviews | Active since Jan 2020
20 Dec 2025, 17:31
Waiting for my money
I canceled an online order on Thursday the 18th of December. Today I was told that it would be processed within 24-48 hours. Have not received any notification of my online order being canceled or a notification saying that they are processing my refund. I have to send whatsapps and emails that they take there own damn time to respond to. I had to phone in to get feedback regarding My refund and st times the calls just get dropped. I canceled my online order before it could be dispatched. And at the end of the day I used my money, not credit, to place the order. I was told today that a follow up would be done and I would receive feedback.... And till now I am still receiving feedback. I must surely phone on Monday and waste my ****in airtime once again. It takes these companies a second to take your money when placing an order, but then they take their own damn time to refund your hard earned money. If I do not receive my money by the 24th of December I will be laying a complaint with the NCC. Yes it is December but they need to make sure that they have sufficient staffing for this time of year
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Beulandre F
1 reviews | Active since Jan 2020
20 Dec 2025, 17:31
Waiting for my money
I canceled an online order on Thursday the 18th of December. Today I was told that it would be processed within 24-48 hours. Have not received any notification of my online order being canceled or a notification saying that they are processing my refund. I have to send whatsapps and emails that they take there own damn time to respond to. I had to phone in to get feedback regarding My refund and st times the calls just get dropped. I canceled my online order before it could be dispatched. And at the end of the day I used my money, not credit, to place the order. I was told today that a follow up would be done and I would receive feedback.... And till now I am still receiving feedback. I must surely phone on Monday and waste my ****in airtime once again. It takes these companies a second to take your money when placing an order, but then they take their own damn time to refund your hard earned money. If I do not receive my money by the 24th of December I will be laying a complaint with the NCC. Yes it is December but they need to make sure that they have sufficient staffing for this time of year
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mbali M
1 reviews | Active since Jan 2020
17 Dec 2025, 11:03
Wrong order delivered
Good day, TOYS000258674 I bought a V-tech first steps walker pink to my surprise when item was delivered it was a complete different order. I have been trying to get hold of you via WhatsApp and I'm still for the agent to respond, called your customer service inquiries held for long until the call was cut off , sent an email until today there's no response. What kind of service is this ? Not even one communication correspondence has been attended too. I need my order to be sorted ASAP. It can't take a week to respond 🙄
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mbali M
1 reviews | Active since Jan 2020
17 Dec 2025, 11:03
Wrong order delivered
Good day, TOYS000258674 I bought a V-tech first steps walker pink to my surprise when item was delivered it was a complete different order. I have been trying to get hold of you via WhatsApp and I'm still for the agent to respond, called your customer service inquiries held for long until the call was cut off , sent an email until today there's no response. What kind of service is this ? Not even one communication correspondence has been attended too. I need my order to be sorted ASAP. It can't take a week to respond 🙄
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