Toys"R"Us — Attraction in Township of Langley

When I recently visited the Toys“R”Us in Langley at Willowbrook Mall, my first impression was very positive. The store is large, bright, and well-organized, with shelves packed full of toys for every age group. I especially enjoyed exploring the Lego section, which was huge, and I also noticed areas for books, party balloons, and even some entertainment items that made the store feel more like a complete family destination. Walking in, it felt like stepping into a world of fun and discovery for both kids and adults. The staff interactions were mixed, but there were definitely highlights. On one occasion, a team member named Emma went above and beyond to help me find the right product, and her friendly attitude made the shopping experience far more pleasant. I was also impressed by how quickly the staff reacted when a child was briefly lost in the store—they locked the entrance and coordinated to ensure safety. That kind of responsiveness gave me confidence in the professionalism of the team. At the same time, I did notice some drawbacks that reflect what many other customers have mentioned. The return policy can feel unclear and sometimes frustrating. For example, items like Lego sets were marked as final sale only after purchase, which left some customers disappointed. On another visit, I experienced staff who seemed less willing to help, and it felt like finding assistance in such a large store took more effort than it should. Prices, too, are not always competitive, with some toys costing more than on Amazon or Walmart. Overall, my experience was good but not perfect. Toys“R”Us Langley is a wonderful place if you want to browse toys in person, get inspired, and let kids enjoy the excitement of seeing products firsthand. However, I recommend checking prices beforehand and clarifying return policies at checkout. With a few improvements in customer service and transparency, this location could easily become a top shopping spot for families...

The store is always fun and clean to visit. It has a lot of variety as far as toys and baby items go, it’s quite the nice atmosphere for children to be able to look at life-sized, Lego figures and other decor.

Be sure to do some online research before your purchase. It can be overpriced here as most of the time you can find the same item for half price at Walmart or Amazon.

I did an online curbside pick up that did not go as planned, there is no signage indicating where the pick up stalls are. I later found out through the sales associate after I had to go into the store to pick up that they are around the corner on the side lot from the store entrance. However, there is no signage near the front of the store or the parking lot in front of the store, where they should be, to indicate that the pick up stalls are on the side of the store. So, I picked a random spot in the front of the store and called the number it says to call in the email for curbside pick up, and it said that that number is not in service nor activated.

After entering the store to pick up my item (because I did not have another choice), I was told where the pick up stalls are (out of eyesight and not visible to customers) and that the correct number to call for service would be posted on that signage.

This is obviously not the sales associates fault, he was nice and friendly.

It is a communication issue with the store not providing enough signage for customers to direct them properly, and the online emails/people should have correct info in them for customers ie; the correct phone number to call to avoid the hassle of going in when they offer curbside service OR indicate where the curbside stalls are...

One of the worst experiences I’ve ever had with customer service. Bought a $100+ lego set realized the person whom I bought the set for already had this set. I go back the next day to return the set and this is where the nightmare started. The lady at the counter Tara or Kara was incredibly rude and very unprofessional. No greeting no smile and that’s fine not professional but fine she then proceeded to ridicule me for trying to return the item because apparently it was a clearance item thus making it a final sale. I would have had no issue with this but at no time did the cashier mention this to me nor was there any sign in the store indicating this would be a final sale. When I proceeded to ask for a manger she got very rude and told me there was nothing that can be done and that she was a manger and would not get the person above her as I only wanted a in store credit as the item had yet to be opened. On the receipt it does state final sale in small print but again at no point was I made aware of this. I realize I am only one customer and Toys R us probably doesn’t care in the slightest over losing one customer but I want the general public to know that Toys R us in Langley is actively trying to mislead and scam their customers. Six days out from Christmas and this how the staff treats its customers. I will personally never shop here again and I will be telling anyone who will listen in person and online that they should avoid shopping at this store unless Toys R us reaches out to me and fixes this embarrassment of...