Toys"r"us

Terrible customer service supervisor Catherine D. Tried to return a toy bought a few weeks ago (bought 3, returning only this one because it was defective). Refund needed supervisor authorization, so a customer service rep tried to ping Catherine multiple times, but she refused to show up. After a long wait and 3-4 repeated calls, Catherine finally showed up. She said she couldn't refund because the toy was opened. Then I told her the reason for returning was that the toy was defective and without opening the package and test it, there would be no way to find out it was defective. She then reluctantly said in order to refund, she would need to test it herself to determine it was indeed defective. She then started to read the manual line by line while many customers were waiting behind. After waiting another 15 minutes, she still had not figured out how to test the toy. I explained to her that my small kids were waiting outside to go to lunch and I couldn't wait forever for her to test. I asked her how much longer she needed, she coldly said she didn't know but needed much longer and she couldn't give me a refund until she tested it. I told her I couldn't wait a whole day while my kids were starving. She finally said that she could only give me a gift card because she was not able to test it, in order to refund she needed hours to test it to confirm. I did not want to waste any more time with her, so I took the gift card and left. Catherine D used all the excuses and the tactic of wasting hours to not issue a refund. This is such a terrible and shameful customer service. I will never ever shop at any Toys"R"Us again and will advise all my family and friends to do the same.

First time visiting the store in months, staff was super friendly and helpful. Great selection of Toys. Update: went to do some Christmas shopping here tonight, staff was on the ball and they had some excellent deals. Great location and well stocked. UPDATED Feb 1/23 - Staff was really helpful in my most recent visit. They helped me find everything I was looking for and knew exactly where everything was. Great store and friendly staff. I definitely recommend this location.

Worst place to do your baby shopping. They don’t have proper return policy. Staff don’t know their stuff. i e, went to buy baby safety for cabinets, one staff said, have none, ask another one, she took me to the place. Wanted to return a toy, they don’t accept since it’s a gift, package was the same & they have them on their shelves… There are better places like Oshkosh in Vaughan mills to buy stuff for your babies. Do not buy anything from Toys R Us, if you need a better quality & customer service. Spoke to manager in charge named, Gianfranco Lis, no help. What kind of store is this that can not find their own product. The shelves are full of the same product. Buy at your own risk!