Toys R Us

This place is always a disaster. Why?
BECAUSE PARENTS.
I always feel sorry for the folks who work here because the place is always 100% tore up from the floor up. Not enough employees and too many children who have been taught it is someone else’s job to clean up after them. I’ve been here several times and just seen like feral rabid children running through the aisles with no adult in sight just picking stuff up and throwing it on the floor or just wherever their little fists release the item.
Worse yet is seeing a parent who is watching their children tear up the store. Apparently, they also believe that it is someone else’s job to clean up after their devil spawn.
That being said, this location has a pretty boss LEGO area and it’s almost always the cleanest part of the store. Four stars for the LEGO’s, minus one star for the place always being a complete disaster.

Came her about a month ago b/​c my regular Colma baby’s r us has closed for the meantime. There was a lot lot more staff available and Tony the manager was the best! He solved my problem I had and was able to purchase my car seats I needed. Thank you guys for the great customer service!

This store is hit and miss. Some days the shelves are neat, fully stocked and you may be able to find help if needed. Other Days, the shelves are empty, stuff on the floor, and total chaos.
DO NOT BUY LEGOS HERE. too expensive. Go to the lego store in Hillsdale mall ten minutes away. Bigger selection, 15 to 25% cheaper on lego sets.
Also you will find better prices and selection in general of the hottest toys at TALBOTS toyland only ten minutes away. Recommend you go there.

Everytime I come here there are NO handbaskets to be found. As a stroller-​pusher, this is a real hassle because it’s not like I can also push a shopping cart. The employees seem woefully undertrained in the customer service/“bedside manners” department. I always bring my own bag yet most of the time the cashiers seem to ignore it, leaving me to bag my own purchases, something that happens nowhere else.

Horrible service if it’s available. Miserable employees hate their jobs and give wrong information to customers. Came in for a bike for my son. Paid $ 10 for assembly and told me to pick up the next day. Called and said bike assembly takes 3 days. Called on the 3^rd day and said the bike wasn’t ready till after 2pm. Went there the following day and they gave me the floor model — not a new one. No instruction booklet or anything even when I asked for it. Dishonest, disorganized and just plain terrible. Avoid at all costs! Drive a little further to redwood city.

Worst toys r us! worst customer service! Rude employees. Don’t come here go to redwood city

The cashiers and the customer service here is really bad… Just rude! This store needs more employees that are more welcoming and friendly to the customers!

The manager is going to get a call from me and my husband.
Tonight, we were there waiting in line to purchase my son Hot Wheels. There was only one register open and the cashier kept calling for other staff to come off their breaks and help. The line reached to the other side of the store before anyone showed up.
I’m 38 weeks pregnant and was having major contractions in line while no one came to help. By the time Bertha, our cashier, showed up, she made the ringing process even longer. She was taking her sweet time, drinking her Starbucks. It was very clear I was in major pain and she continued to ask asinine questions. She should be terminated for the amount of pain she continued to put me through.
Never, ever will I shop again at this Toys R Us. You would think that a toy store would be more sympathetic to parents, especially a pregnant mother!

word of caution. if you guys are picking up orders in the store that was purchased online inspect the package that they don’t sell you a used item instead while in the store. I purchased online a frozen 6v power wheel shooter that I picked up and didn’t get to inspect the box until I got home that night when the store was closed. you can tell the box was open and was taped back up with gaps between the lids. the white wheels was dirty from outside use. so I have to deal with trying to get a new one tomorrow when theyre open. mind you the item I got was sold out near my neck of the wood so I have to drive 30 min away for this one. Hella annoying and pissed off. for a used item that I was given AND paid full price. shame on them.

I go here because it’s the closest Toys R Us to our place. I read they don’t have enough man power so maybe staff is overworked but I’ve experienced better customer service at the Post Office and they need more people too. No excuse.
This is my 2^nd time getting Margarita in one year. Didn’t write a review the first time but I remembered her because she has a distinct personality. She is good at what she does, fast and efficient at her job but not really the best at customer service.
This second encounter was the same as the first time. Cutting me off before I could finish sentences. Felt like a cow being herded through the line. Next… next…next…

#1/​2016
You’d think a trip to the toy store would be nothing but fun! The laughter of children, their squeals of delight, the joy of finding just what your child’s heart desires.
That’s not necessarily going to happen at this Toys R Us.
First, the shelves were swept clean (really, they couldn’t anticipate that Star Wars Lego sets would be mammothly popular this Christmas?) and all the Lego set boxes disorganized with boxes askew.
Employees — and there were quite a few of them looking clueless– walked around like zombies, never stopping to say «Hello, may I help you find something?» or stopping to reorganize a display or pick a stray toy off the floor.
Because you know when kids grab toys off shelves they’re careful to put them back neatly. That goes double for adults.
I found myself picking up some cast-​off or knocked over toys and I wanted to ask where I should collect my W-​2 before I headed out the door.
The check-​out was unfriendly with employees busy talking to each other across registers and not giving a whit about the customers.
The exits were poorly marked and abandoned carts blocked the way.
(Maybe they wanted to keep us there to do more shelf reorganizing or run the floor buffer?)
I can’t drive back to this store again. I’ll go to Toys R Us online with its buggy search engine or better yet to
.
Bummer.

Ok so this is the only closest Toys r Us near me. And everytime I go here the store is a mess and everything is so unorganized (it is really hard to find something, even if you are looking in the correct area) … I’ve learned that you pretty much have to look in every aisle and behind everything to find something you came there for.
Staff is hard to find on the floor. There seems to be no one near you when you need assistance and when you do find someone it’s either a hit or miss (they either know what you’re talking about or not)
Checkout is pretty fast and also hit or miss when it comes to the friendliness of the cashier. But it’s literally the only Toy r Us near me and don’t want to drive to the one in Redwood city or Sunnyvale.

Dirty, dirty, dirty! Unorganized, no customer service, tried to make a layaway payment, nobody including the manager knew how to use the system, drove to toys r us in Redwood City. Smooth sailing! Redwood City is getting all my business. Bridgepointe is close and convenient, not worth the headaches!

Go to place for kids things. It’s usually in stock for what I need. It’s like an indoor playground for my toddlers to try the bikes and ride-​on toys.

I had gotten some gifts at a shower that I needed to return and did not have a receipt. This location would not let me return any items without a receipt. They told me that «All Babys R Us» have the same return policy. Obviously not… I went to the Redwood City location. They not only scanned the item, but gave me store credit. Don’t shop at this location as they are rude and are not accommodating.

We had just gotten done eating lunch at Mimi’s and my 3 ½ year old daughter spotted Toys-​R-​Us from across the parking lot. Since we were with my Mom and Grandma likes to spoil her granddaughter we headed in and it was huge. Where I live in the Central Valley we have separate Babies-​R-​Us and a separate Toys-​R-​Us. Though the selection of toys is just like Toys-​R-​Us. The Babies– R-​Us part lacks. I’d rather go to just a Babies R-​Us store by itself to see more of a selection since I was looking at stuff to register for, for our baby girl coming in November. My daughter did find a Baby Margaret from Daniel Tigers Neighborhood. Which she has insisted that’s what we name her baby sister. LOL
The customer service we encountered was just ok. The employees continued to have their own conversation going on while we were trying to check out and they just seemed distracted and just there to talk with their friends. Not very profession at all. Glad this store is not my go to for Toys-​R-​Us or for Babies-​R-​Us.

They will lie to to you here and tell you that you have to go to RWC or Colma to return any online gifts. Its a lie. I live 5 minutes from this location and I cannot stand going here.
I also heard one of their associates tell someone that if she did not have the gift receipt she could not return the item at all — lie. Yes you can. (He actually said maybe you can donate your unwanted items or throw them away).
Colma and RWC will tell you that San Mateo associates are lazy liars. Read Below:
Return Policy — In-​store and Online
There are 3 easy ways to return an online order — You can return your order to your local Toys“R“Us or Babies“R“Us location or to our Online Return Centers either by using our Online Pre-​Paid Return Label service or on your own. In any of these options, the following should be followed to ensure a timely and complete refund of your return:
Online purchases returned within 90 days to our online Returns Center by mail will receive a refund of the price of the item and any applicable taxes will be issued in the original form of payment used to purchase the item except when returning an online item to a store and when returning an item paid for with our Pay in Store payment option.

Good luck trying to return something you buy online. We registered for our shower online and my mom bought us our stroller. We decided to go with a different stroller so tried to return it. They didn’t want to credit it to my moms credit card without her being present. So we came back another day with my mom and the stroller and this time a manager names Claudia refused to return it because it was an online purchase so made us go to the Colma babies r us. She refused to listen to us and kept cutting us off. The receipt even states you can return at any store!!! Colma went ahead and returned it and even told us that we were misinformed. I’m taking my business to target or Amazon from now on!

I have been here twice in the last 6 months to buy gifts for baby showers because the families were registered here. The pricing of the baby items, if you catch a sale, is pretty reasonable. They also have a decent clearance baby clothes section. Overall, I was disappointed to see how limited their selection of clothes was, especially for baby boys. Being a specialty retailer for babies, I expected to see way more stock. As far as the other baby merchandise goes, online retailers have better deals, which is not surprising at all. But being able to see items in person is nice and Babies R Us allows one to browse in person. Not crowded at all and cashiers are efficient. Clean store and well organized.

Not enough staff. Also the automatic lock on shopping carts leaving the area is dangerous… it causes sharp braking and dangerous for kids /​folks not expecting it. Target doesnt do this to their carts, toys r us should stop.