Contact Toys R Us Customer Service

Contacting Toys “R” Us Customer Service Center

Toys “R” Us is the largest toy store, serving millions of customers in the United States, Puerto Rico and countless customers overseas. The company currently has more than 1,600 stores as well as a strong online presence. An addition to the Toys “R” Us family is FAO Schwarz, the legendary toy brand located in New York.

Throughout the years, the company has maintained the motto, “where a kid can be a kid”. Even though the company wants to maintain the allure of childhood, adult questions and concerns come to the table. This is when the customer service team comes into play.

to leave a comment about your customer service experience.

Contact Info:

Customers can contact the customer support team by phone, email, traditional mail and through various social media outlets.

Phone Contact Numbers

  • Customer Relations: 1-800-869-7787
  • Media: 1-973-617-5900
  • Sales: 1-866-742-6423

Mailing Address

Toys “R” UsOne Geoffrey WayWayne, NJ 07470

Official Website

When customers visit the official Toys “R” Us website, they are greeted with an ample amount of opportunities to purchase toys. The toys are grouped together by category, age, demographic, theme and brand. The company also features promotional items, clearance and seasonally relevant toys.

Aside from making purchases, customers can locate information regarding the corporate giving programs such as Make-A-Wish. The website also features contact information for customers needing assistance from the customer support team.

Customer Service Email

Go to if you want to send an email to the customer service department. Customers can also use the customer contact formto send questions and concerns to the customer service department. We sent an email relating to the return policy. We wanted information concerning online purchases returned to the store. After sending the message, we received an automated response stating a representative would answer our concern within 24 hours.

Although the response times are not listed, customer can contact the customer service department through social media, including:

Our Experience

We contacted the customer service department and to our surprise, a live agent answered our call without hesitation. The wait time was minimal; less than 2 minutes. When we visited the website and reviewed the FAQs, the majority of our questions were answered, aside from one. We wanted to know the operational hours of the customer service department. The representative was helpful and explained the customer service team was available 24 hours a day, 7 days a week.

We liked the speedy response and the fact the representative answered our call without needing to ask a supervisor. If your experience was different, we want to hear it. Shout out your thoughts and concerns relating to your Toys “R” Us experience.

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17 Comments on “Contact Toys R Us Customer Service
  1. i had the most pleasant experience at your west des moines, ia. store today. i had purchased a ds1 and some
    cartridges. when one cartridge case was opened, there was no disk in it. when i called the store, “Robert” told me to bring in the box and ask for him. i did that today, he checked the box and my receipt, walked all the way to the back of the store for me (i use a walker) and got me the new dis, hooray robert!! thank you.

  2. When I purchased my intelliglobe by Eduscience the store manager in the Ohio store understood that the globe I purchased was an opened box, their only one, and reduced the cost since it was torn open and had missing some items: a booklet, the computer pen and the map–all were missing. He suggested that I contact you for the computer pen and other parts, Thank you for responding to this email. The globe is ok, but is very incomplete without the necessary parts of the intelliglobe, created by Toys r’us. Geoffrey Botnick, temporarily in Ohio

  3. Geoffrey call 1800toysrus and a representative will give you the contact information for the manufacturer of that item. It may say Toysrus but we don’t manufacturer toys, we sell them exclusively

  4. Please e mail me in regards to a15 foot rectangle trampoline that I am on a waiting list for ive been waiting if u dont have it please let ne know so I go elsewere I like toysr us for allll my kids things and trust in all products . But I cant wait , even if u give me some kind of heads up thank u marie smith 732 664 6004

  5. I am a grand mother of six children and I just saw a petition information segment on Fox news with Kimberley on how you are now selling dolls from breaking bad with crystal meth to kids. Are you or your marketing department full of druggie? Have you lost your mind? Are you owned by drug cartels? You are depraved and I know now I will never shop at your store again. Multiply my email by millions of other grand mothers who saw that tv segment!
    You better rethink your mission statement and have a vision statement with some positive values.
    Get a grip,

  6. on nov 25, I first tried to buy the lego ninjago thunder raider playset on-line at walmart for $19.49. it could not be delivered until dec 1. so I went to toys r us on-line where the price was $23.00. I called the champaign, il store & was told that it was in-stock, so I went to purchase it with my grandson. however, the price in the store was $29.99 & the store manager refused to honor the same store’s on-line price. since I was with my eager grandson, I had to go ahead & purchase it, but I think I was ripped off!

  7. I would like to comment on my recent experience at Toys R Us, store #9226, 12/10/2014 at 5:51 pm. I had ordered Legos on line and chose store pickup. I entered the store and did some other shopping. Prior to checking out I approached the service desk where I pulled out my on line confirmation for pick up. The greeting I received was not, “may I help you” it was a cashier waving and opening and closing her hand at my paper her only greeting was “Gimmie”. She took my paper spoke on a microphone to have my order brought up. She was very rude not friendly and was certainly not being over run by other shoppers. There was one customer ahead of me and one behind me. It was a bit embarrassing to me. My order was promptly delivered and I went to the cashier to pay for my in store purchases. There was a special occurring where if you bought a Lego set a bonus set was given to you. I asked my cashier if my purchase was a qualifier and she said, ” I don’t know sweetie you’ll have of check with the service desk.” She did not offer any customer service at all. I have always shopped at Toys R Us but I may go elsewhere or go on line to other merchants. I have 5 grandchildren and have always been happy with my experiences at your store. Someone needs to train or retrain your personnel, the customer is not there for them.. They are supposed to be there for the customer.

  8. I called to check on an order that had been cancelled. After waiting for an associate she hangs up on me.. While I’m talking. Very rude!

  9. Well by the reviews above customer service is not your strong suit. I have been trying to access your baby registry for days. According to the website it is offline and no anticipated time for it being repaired. Two stores I the area, Virginia Beach and Norfolk Virginia were extremely unfriendly ant not helpful! I have been told if I come into the store I will have access. I just got off the phone with your 1-888 customer service at 7:57pm and the woman who handled my call was rude and unhelpful. I asked to speak to a Supervisor and was told I could call back at 9:00pm EST but no guarantee I would be able to talk to anyone. I have asked my kids to pull their registry and have purchased everything at Targets. A customer lost who will not hesitate to blog and tweet.

  10. The absolute worse customer service in history. These guys make Comcast look good!
    The clerk in the store ordered something on line for us, sent it to the wrong address, denied she did and then told us she couldnt do anything about it. When we called customer service 20 minutes later to get it sent to the correct place they said they souldnt do it either. Follow that with several days of calls and promises to make it a priority issue and follow up and contact us, none of which was ever done. Follow that up with constant emails asking for a third party evaluation of their customer service and then every time we call we have to repeat every personal bit of information and the whole story over and over again and sit while they say hold on or let me check that out when we have already told them the specifics on what they are checking on, SUCH AS THE PACKAGE BEING IN THE WRONG DAMN PLACE>
    From now on I will be headed to WalMart or Target. Never again will I deal with these incompetent people.

  11. I called Toys r us & asked for some general information in order to send a letter. The rep refused to give me a mailing address or a fax #. She was also very rude. You guys need to find some better representatives to handle your business. The reps that you have are the worst & I can guarantee you will loos a lot of business.

  12. Oh, one more thing I forgot to mention, the cancelling window for an order is only 45 minutes from the time it was ordered. This is totally unrealistic. I think this company is very unresponsive to modifications and I feel the really don’t care about customer “service” This giant company cares little for customers

  13. I am trying to reach a marketing representative for your store #8854, for a Safe Sleep for Babies campaign in the month of October. The 1800-toys-rus number doesnt direct me to the marketing department, neither does the corporate number. Can someone help me???

  14. Hi I emailing today in reference to a halloween parade that did not occur at your store located in Media,Pa. I arrived at the ToysrUs 1154 West, Media PA 19063 at 1215pm. I was responding to a email I received that there would be a halloween parade and pictures with Geoffrey, however when we arrived there I was told by a customer service employee that they were waiting to see how many children arrived before starting the parade.I waited until 1:30pm with my 5 month old dressed in his awesome winnie the pooh costume and my 5yr old son dressed as a pirate. The boys waited patiently only to here from the same customer service rep that the parade would not occur due to lack of participants !! They were given a taffy and told that Geoffrey was sick , I was told by the customer service rep that the costume was DIRTY !!! Im outraged this was not far to my noys especially my 5yr old that was extremely upset that he couldnt meet Geoffrey or get to be in a parade. I planned this day out for my boys to enjoy trick or treating as they were promised in your advertisement only to get turned away with 1 taffy !! This wasnt far I think the store should have been more prepared , me being told that Geoffrey costume was dirty just made this experience worse for me and my children. Im a good customer I have a store card and also a rewards member . I shop in your stores atleast 1-2 times a month for my 5month old needs. This was not our best experience by far nothing like having 2 children sitting in a store dressed in costumes promised something and not given. Im sure you could imagine me dragging my boys out the store !!! False Advertisement and poor preparations was what we were given and not deserved especially to a loyal customer!!!

  15. Went to get a kids bike on sale for $69.99. To have it assembled was an extra $10, so I choose to have it in the box and I’d assemble it myself. At checkout she said there were no more in a box and I’d have to pay the extra $10 for one that was already assembled. What kind of customer service is that? They were out of what I wanted and would not replace it with an already assembled bike for the sale price??? Even Walmart has better costumer service!

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