Toys R Us Return Policy

Every retail store in the universe has a 'return policy.' We all know that. We shop at these stores with a basic understanding of the rules but also with the idea that as consumers we are going to be taken care of, and that sometimes the policies have to be bent a bit to fit our needs. Typically the floor cashiers don't have the authorization to do that, but the managers do. That's why they are given the title of "manager."

Based on the above-mentioned common assumptions, my trip to exercise the Toys R Us return policy was not at all what I had expected. I hadn't returned anything to the store in years, and wasn't even aware that the policy had changed. The item I was returning had all original packaging in tact (it had never even been opened!) but had been riding around in the trunk of my car for some time. Luckily, I had the receipt taped right to it, so I was confident there would be no problems.

As I walked up to the cashier at the customer service counter, I confidently displayed my receipt when prompted. She started to type a few things into the register, then paused. She squinted, did a double-take, and squinted again. "Oh, I'm sorry. We can't accept this return. This item was purchased over 90 days ago." She must have noticed the deer-in-the-headlights look on my face, so she pointed to a sign behind her and continued, "All items must be returned within 90 days of purchase." As she handed the receipt back to me, I read over the purchase date to confirm. Sure enough, it was just over 90 days ago. I could feel my cheeks redden a bit as I thought to myself, "That thing honestly rode around in my trunk for three months? Where did the time go?" I collected my thoughts and asked her, "Well, isn't there something you can do? I had some extreme circumstances that made it difficult for me to get in here and return this. Perhaps I could speak with a manager?" She looked annoyed, but called over her manager, who I'll call 'Lucy' for the sake of this story.

Lucy walked up behind me and said, "How can I help you?" The cashier butted in and explained my "past-due" return attempt, and Lucy pointed to that same sign and said, "Unfortunately the Toys R Us return policy prevents us from accepting any returns from merchandise that was purchased over 90 days ago." I replied, "I understand that, but I was hoping you could help me out. I just had a baby and then a tree fell on our house forcing us to move out and stay in an apartment. Things have been very difficult, and returning this was kind of put on the back burner, if you know what I mean!" (This was all completely true!) Unmoved by my "poor me" story, Lucy said, "Sorry, but there's nothing I can do." As I started to get agitated with her attitude, I stated, "But you still sell this item! It's back there on the shelf right now! What is the difference?" "It has to do with our system." Lucy answered.

So I thought I could outsmart them. I took my receipt and put it in my purse. "OK, I have no receipt. What is your policy on returns without receipts?" I said as I searched the policy sign for details. Lucy took the box and scanned it and said, "Well, we can give you an "R" Us merchandise credit for the lowest promotional price within the last 30 days. Let's see... this item is regularly $49.99, but at one point it was on sale for $23.99. So I can give you a credit for $23.99." Lucy looked at me, smugly, waiting for my reply.

I will tell you that my ending was a happy one. I stormed out of there and simply went to a different Toys R Us location, where apparently the strict return policy is a bit bendable for certain circumstances. But even at that location, they were adamant about making sure I knew the website address where I could check up on the Toys R Us return policy at anytime: http://www2.toysrus.com/guest/storPoliGuarantees.cfm.

Here are some easy tips to ensure a smooth return or exchange at Toys R Us. First and foremost, keep your receipt. And secondly, and just about as importantly, return/exchange your item within 90 days! The website also emphasizes keeping all of the original packaging and accessories to ensure an accurate exchange or refund.

If you lose your receipt, your only hope is that you'll be receiving "R" Us merchandise credit in the amount of the lowest promotional price within the last 30 days. When returning or exchanging without a receipt, be prepared to provide a valid form of identification, such as a state or military ID or passport. The website also states that they reserve the right to refuse a refund without a receipt (and I believe them!)

I believe major retail stores need to focus on a bottom line that revolves around customer satisfaction -- not policies and rules. Clearly stating the return policies both in-store and on the website is helpful, but should not take precedence over unique situations. Consumers, always be aware of both the product you are buying and where you are buying it from!