I was at st. James store winnipeg on 10/06/2024 .. Bernie was the closing manager.. we were shopping for my son's first birthday and we found a really nice toy but it was on reduced price. so we wanted to make sure that everything was working and nothing was wrong with the toy before we pay as cashier mentioned that you cannot bring the toy back once paid.. we asked the cashier Franklin who was trying to help us but then this manager Bernie came in and interrupted the cashier and said no need to open the product.. we explained her that we are gonna buy it but just want to be sure as it was our son's birthday.. but she was so rude and wanted us to be out of the store as only 5 mins were left to close. but there were still 5 mins and if the product was completely okay and we were willing to buy it why would you not let us open the product. after being so rude she just went inside shaking her head to show us that we are just acting stupid and did not even try to solve the problem. we still bought the product and when we opened it at home one of the tire fell off and we could not fix it.. all thanks to Bernie for ruining our son's first birthday gift... read more

Very helpful staff and good selection of toys. My kids always look forward to visiting toysrus obviously but so do I.

This is NOT about the retail store, this is about the online department. I purchased a PS4 with 3 games bundle online during Black Friday sales, along with a Fortnite bundle. The Fortnite bundle shipped the next day, that's cool, figured the system would be along not to long after. NOPE. I just happened to be checking my bank account when I noticed the money for the console had been returned back to me. So I check my email, nothing from ToyRUs about the console. So I call customer service. After 40 minutes on hold, I got a wonderful rep who was pleasant but advised me that good chance my order was now on backorder. The money was back because hold removed, and should they receive their shipment I will be charged then. But no ETA, no estimated deadline, nothing. Just, "this may take up to 14 business days". This is a Christmas gift, that's not okay. So I get escalated to a Supervisor, Dave, who LITERALLY LAUGHED AT ME telling me I can just cancel the order and go instore somewhere, as we "have it in stock in lots of stores." But guess what, NONE in my city. Cool, it's a hot ticket item. He offered "well, you can try calling the stores, see if they have some hidden". I tried this, all lines are ALWAYS busy at ALL Winnipeg locations. I mention "well, are people who ordered on Cyber Monday getting their orders?" again, Dave laughs "well, some will get and some may not". REALLY??? This is not an okay thing to say to consumers. So now, while I ordered well in advance, I am left scrambling for a replacement. Of course the only comparable options are over $100 more, so I feel I have fallen victim to "bait and switch" by ToysRUs. They did not offer compensation,did not offer anything more than "we will put in a ticket to see if another store will ship to your city." When I asked how this would be followed up, would I get a call, Dave seemed flustered, "oh, it'll be by call or email.... wait I don't have your email." He then rushed me off the phone. This is deplorable customer service and I will not be spending any more money with ToysRUs. read more

Bernie the manager is awesome and so is Chris in the bike department. I had a few issues and those two helped and solved all my issues.