Toys R Us Return Policy

[ValpoCory]

Toys R Us has one of the weirdest and worst return policies in the industry, right up there with Old Navy and Best Buy.

But a weird part of it is that they take customers money via Debit Cards but refuse to give money back to Debit Cards. They force you to take cash, even if it's $1,000, and then make you make a separate drive to the bank to deposit the cash. And they are not exactly ashamed to broadcast that policy. Check it out:

http://www.toysrus.com/helpdesk/index.jsp?display=returns&index=4&subdisplay=returns#store

They should either not accept Debit Cards at all or process returns to Debit Cards like every other major store.

What in the world is going on over at Toys R Us?

 

[cmwade77]

I hate Best Biy's policy, they now require an I.D. for every return, even if you originally paid cash and they store your information in a database, which has been hacked into at least twice since they started doing this. The information they have access to in the database is:
Your Name
Your Address
Your Phone Number
Your Date of Birth
Your Driver's License Number
Your Driver's License Expiration Date
Your Driver's License issue date

With the above information it take about two seconds to get your SSN, meaning that this can lead to identity theft. I personally will no longer buy anything from Best Buy because of this.

 

[jackskellington01]

I hate Best Biy's policy, they now require an I.D. for every return, even if you originally paid cash and they store your information in a database, which has been hacked into at least twice since they started doing this. The information they have access to in the database is:
Your Name
Your Address
Your Phone Number
Your Date of Birth
Your Driver's License Number
Your Driver's License Expiration Date
Your Driver's License issue date

With the above information it take about two seconds to get your SSN, meaning that this can lead to identity theft. I personally will no longer buy anything from Best Buy because of this.[/QUOTE


I had no idea. That is not good. I get so irked when I have to make a return at a store & I have my receipt etc. And they ask for my license etc. If you pay cash and have your receipt why do they need to have your private information . I realize some stores do it to keep track of how many returns a customer makes to see if their abusing the return policy but geez they make you feel like a criminal like your doing something wrong. Next they are going to ask for your blood type.

 

[dznybound]

Last week, I had to return some items at Gymboree with a receipt. In order to do the return, they had to swipe my driver's license. I was not happy about that and will think twice about shopping from there again in the future.

 

[hiddenj]

That's only for a pin-based transaction, not if you run your debit card through the visa/mastercard network. It's actually very common that these transactions are viewed as cash and will only be refunded that way because many processor won't actually refund a pin-based transaction. It has to do with the processor not the store. http://bkbpublications.com/pawnbroker/?p=519

 

[Swimalie]

I hate Best Biy's policy, they now require an I.D. for every return, even if you originally paid cash and they store your information in a database, which has been hacked into at least twice since they started doing this. The information they have access to in the database is:
Your Name
Your Address
Your Phone Number
Your Date of Birth
Your Driver's License Number
Your Driver's License Expiration Date
Your Driver's License issue date

With the above information it take about two seconds to get your SSN, meaning that this can lead to identity theft. I personally will no longer buy anything from Best Buy because of this.

A few years ago it came out that Best Buy has an unsecured network that can be hacked in easily. People would sit in the parking lot with a lap top and hack in to steal customer information, including credit card numbers. I stopped shopping there when I heard that. Glad to hear they still haven't learned.

 

[LisaNJ25]

That's only for a pin-based transaction, not if you run your debit card through the visa/mastercard network. It's actually very common that these transactions are viewed as cash and will only be refunded that way because many processor won't actually refund a pin-based transaction. It has to do with the processor not the store. http://bkbpublications.com/pawnbroker/?p=519

yes, most stores that I have had to do returns at and I used my pin number at its always been cash back. If I use it as a credit than it goes back on the card.

Ask far as waiting 7 days for cash with a check, that is nothing new. 20 years ago when I worked in retail it was the same thing. They need to allow it to clear. Whose to say someone doesn't go in, pay by check for a $500 without the money to cover it and than comes in the next day and gets a cash refund. a 7 day waiting period id very reasonable.

 

[jacksmomma]

One time TRU refused to return a video game that stopped working after 2 plays because it had been opened... I refuse to shop there or Best Buy because their customer service is so lousy! I would rather pay more to be treated right!

 

[ValpoCory]

That's only for a pin-based transaction, not if you run your debit card through the visa/mastercard network. It's actually very common that these transactions are viewed as cash and will only be refunded that way because many processor won't actually refund a pin-based transaction. It has to do with the processor not the store. http://bkbpublications.com/pawnbroker/?p=519

Great article. The author was just as frustrated as I was with this change in policies. It comes down to this ... there is absolutely nothing that states stores cannot process Debit card returns ... it just can take a while (anywhere from a few days to a month).

The author, Ric Blum, summarizes it nicely:

As for me, if they pay by a card, they get a refund by the same card, although not necessarily in the same card mode. And it appears that this is the safe, proper and acceptable way to handle debit card refunds.

If Toys R Us is so concerned with customers not getting refunds in a timely matter, they should offer the customer immediate cash or a slow debit card return. Instead, Toys R Us has declared their customers are not able to make that choice on their own, and force them to take cash.

But hey, if you're out and need a fee-free ATM, use Toys R Us. Go buy some stuff with the debit card and immediately return it for cash.

 

[4Pirates&APrincess]

One time TRU refused to return a video game that stopped working after 2 plays because it had been opened... I refuse to shop there or Best Buy because their customer service is so lousy! I would rather pay more to be treated right!

I work in both the cash office and the service desk at a Toys R Us and we will exchange a video game that has been opened with in 45 days for the exact same game. However if a customer just decides that they dont like it then we wont take it back if opened. It is actually a copyright law. All stores should have the same policy. I believe Target even has it on their receipts same item if opened.

Also at the my store we will put the refund back on the debit card. If the transaction is over 100.00 I always ask the customer what they prefer. The cash or back on the card.

 

[sksjasams]

Another TRU return policy gripe...

You know how if you buy something online at Target or Walmart, you can return it to the store, and get a refund in the manner you paid...

well, at TRU I bought something online. I was careful to read that it could be returned to the store if necessary. What I didn't know is that you can only return it for store credit!

 

[ValpoCory]

I work in both the cash office and the service desk at a Toys R Us ....

Also at the my store we will put the refund back on the debit card. If the transaction is over 100.00 I always ask the customer what they prefer. The cash or back on the card.

Glad to read there are some smart people out there like you, and not everyone mindlessly follows corporate's policies. Thanks for posting.

 

[maxiesmom]

Glad to read there are some smart people out there like you, and not everyone mindlessly follows corporate's policies. Thanks for posting.

Not following corporate policy is a good way to get fired. Maybe not right away, but all stores definately track who does what when it comes to cash and returns.

If you are hired to work for a company, you need to follow their policies. Not set your own. If TRU is ok with the offer of cash back or a refund to the card, that is one thing. If it is not the company policy then I would be very careful.

I know where I work we can't put money back on a debit card for returns either. If you don't want cash back, then use push the credit button when you make your purchase.

 

[ilovemk76]

Toys R Us has one of the weirdest and worst return policies in the industry, right up there with Old Navy.

But a weird part of it is that they take customers money via Debit Cards but refuse to give money back to Debit Cards. They force you to take cash, even if it's $1,000, and then make you make a separate drive to the bank to deposit the cash. And they are not exactly ashamed to broadcast that policy. Check it out:

http://www.toysrus.com/helpdesk/index.jsp?display=returns&index=4&subdisplay=returns#store

And I love the part of that table that says if you pay for something with check, say $200, they give you a $200 merchandise credit card if you return it within 7 days, but $200 cash if you wait a week. So basically you are forced to buy a $200 gift card if you don't wait 7 days. I guess that stems from fraudulent check abuse. But the debit card policy is ridiculous. They should either not accept Debit Cards at all or process returns to Debit Cards like every other major store.

What in the world is going on over at Toys R Us?

Retailers had that policy 30 years ago. The debit could be a result of some bank rule. CCs are so much easier for returns.

 

[4Pirates&APrincess]

Not following corporate policy is a good way to get fired. Maybe not right away, but all stores definately track who does what when it comes to cash and returns.

If you are hired to work for a company, you need to follow their policies. Not set your own. If TRU is ok with the offer of cash back or a refund to the card, that is one thing. If it is not the company policy then I would be very careful.

I know where I work we can't put money back on a debit card for returns either. If you don't want cash back, then use push the credit button when you make your purchase.

When I started almost 4yrs ago that was the way I was trained to do it. Our return policy has changed some during this time but in my opinion for the better. Now we will take items back without a receipt. We did not use to do this for any reason. On the downside you will get the sale price within the last 90 days without proof of what was paid.
Even the managers and supervisors will put the money back on the card if that is what the customer wants. Im sure that if it was not allowed then I would already have been told not to do it in the last 4yrs.
It is good customer service to offer that. We do however look at the receipt and make sure that the card it is going back on has the same last digits as the card used.