Toys"R"Us — Local services in Vaughan

I’ve had such questionable experiences at this location.

In one scenario, the cashier at the mall side said she couldn’t process my tax exemption and sent me to the opposite entrance. I obliged, and waited in the line but when I got there the cashier said I had to go to the other cashier (that sent me to him). I was 8 months pregnant, so it might have felt like an overreaction, but sending a very pregnant woman back and forth with no explanation is absurd. I told them I needed someone to come help me where I was, because I wasn’t going back and forth any longer.

Beyond that, I visited with me newborn and tried to use a coupon that I had, but was told my item ending in $.00 made my purchase ineligible. I accepted that answer and came back a month or so later making sure nothing ended in $.00. This time my coupon was rejected with the reason that the items weren’t “for babies”. I had a 2 month old, the items showed for 0-3 and 0-6 months. I was told it had to be something from the baby section - like bottles. I asked which part of the coupon terms covered that, and was told it wasn’t on there, she just “knew”. The coupon does NOT have this listed as an exclusion. It seems like bait to get you in the store, the supervisor I spoke with, asking if she could kindly make an exception was not friendly. She didn’t make the exception and was quite rude about it.

I returned a few days after this visit for a return of an item that was defective from my purchase. I was told they couldn’t return my item, I could only find another store with stock and exchange it. I had checked stock online before visiting and it said this location had stock, there was also stock online but was still sent away.

During one of my visits, Domenic was the cashier who assisted me. He was phenomenal. I wish I could give him 5 stars alone. He was one of the cashiers who assisted me with a coupon when one of my items didn’t qualify (for not ending in the correct amount- something that is in the terms, but I didn’t realize the item didn’t end in $.99). He went out of his way to explain, he was patient, and he tried to help me. He even asked around to see what could be done. A much more pleasant experience than the...

EXCEPTIONAL CUSTOMER SERVICE!

I want Megan from the Vaughan Mills location to be recognized for her outstanding customer service.

I called 9 locations with minimal assistance in finding a product I was looking for. Some of the answers I received from other staff members were to call other locations or they don't have the product available.

But not Megan, I was pleasantly surprised by the fact that she had a "let me help you" attitude. It was evident on our initial telephone call that she wanted to offer her assistance and was ready to provide EXCEPTIONAL customer service. Instead of Megan suggesting I contact other locations, instead of Megan just simply advising they didn't have the product in stock she took the time to say "let me help you to see if I can find the product". Megan gathered the product details, let me know she would email a few other locations and get back to me. To my surprise within an hour she contacted me and was able to locate the product I was looking for and have it shipped from another province to her location. Megan didn't have to do this for me, she didn't have to go out of her way to locate the product but she did! In addition to finding the product, Megan took the time to explain why the product was not in stock due to manufacturing/shipping issues due to covid-19 with the suppliers and even let me know when they would be expecting their next shipment.

Employees like this need to be recognized, Megan thank you for helping me get me the stroller we needed. Thank you for taking the time out of your busy day to assist me and go above and beyond. You deserve this recognition and Toys R Us should know that you are a great asset to their company.

Thanks again for all your help, your dedication to customer service does not go unnoticed!

Keep up the amazing work you...

I bought a stroller from this location, it was defective but past the return policy date. I wasn't looking to return it to the store or put any sort of issues on the store as it wasn't their fault. I had reached out to management for my receipt in order to contact the manufacturer. Ive never dealt with manufacturers ever but this one in particular gave me such a hard time I just wanted to throw the whole thing in the garbage. To my surprise, Meghan reached out to me within a few hours and provided me with not only the receipt but a letter from herself verifying my purchase in case I ran into any issues. In which (of course) I did. The manufacturer did everything possible in order for them NOT to send me a replacement, giving me the biggest run around even though the issue with the stroller was verified by them as a manufacturer issue. I had mentioned a few things to Meghan as an update on what the manufacturer was saying. She understood my concerns and frustrations and acted quick. Her responses were vast and efficient. She helped me solve a problem that wasn't hers to begin with. She took the time to understand and listen to me. She showed empathy and grace. She acted on a situation and went far beyond " ubove and beyond". I'm so Impressed and appreciative for her kindness and her willingness to ensure I went home happy. Let me tell you this..I've never been so blown away by customer service in my life. I've worked in customer service for many years. This is by far my favorite story that I will continue to tell for years to come. I highly recommend this location and if you have any issues you can be confident knowing management is there and they WILL listen and they WILL...