Toys"R"Us

Owen helped me out on two occasions, on the same day. I cannot say enough about how very patient he was as he helped me find items on the baby registry. Destiny was a great help as well, as some items were online only. Lakshita checked out out many items Thank you!

Always helpful people when I shop here. Today's visit was particularly lovely, thanks to employee Thundercloud! SUPER knowledgeable and dedicated to her customer service, friendly and had great tips regarding potential holiday shopping.

Many thanks, Thundercloud!!

I was there on Saturday in Sudbury. Kay (Carolyn) was super helpful!!!! Every time I have needed assistance, she has gone out of her way to help. Keep up the great job Kat!!!

Everytime I shop here, I'm greeted with extremely friendly service from a fellow named Owen. He's gone far above the expectations of the average employee, and has easily made this my number one place to shop for collectibles/toys. Not only does he attend to customers, but also tenders the cash at the same time with zero hiccups or delays. Super efficient. Rare to see this kind of effort these days. Thank you Owen!!

This is my favorite Toys R Us location. The staff are all welcoming, helpful, friendly, and go above and beyond. I most recently got help from caring Carolyn and she gave me more information about a toy I was buying and the type of extras it may need. Another cashier informed me about special batteries I would need as well. I always enjoy shopping here for my children.

Over the years I have always received excellent service at Toys R Us. Last week Karrina went above and beyond helping me to figure out what to get my daughter for her birthday. She spent at least 20 minutes going around the store with me and was so knowledgeable about EVERYTHING. Thank you so much for your help Karrina, my daughter loves her dolly and literally wakes up asking "where my dwolly??" every morning. You're the best!

Carolynn was a wonderful sales person. She explained to my daughter that a toy she was looking for had been discontinued and showed her a similar toy which is much better. My daughter went from disappointed to thrilled during her explanation. We left with a very happy little girl. Thank you to the other employees who helped us as well. We definitely had an excellent experience!

Three associate that helped me was named Carolyn and she was super helpful. They were closing and some associates you can tell or annoyed that customers were still in the store however Carolyn took the time to explain and help me figure out what I needed done. I didn't purchase as they didn't have the kit my daughter was looking for but she directed me to another store. Thank you so much Carolyn!

Carolyn at Sudbury location was so helpful and knowledgeable about everything and really went above and beyond to help me! She really goes the extra mile and she made my experience more fun and easier all around!

We had a great experience today at the store. Emmet asked us if we needed help and directed us to the area and followed up to help us with our purchase. He also helped us load it in our vehicle. What a nice young man. Great service!

Didn't open a second Cash but was doing a return.
Waited 20 minutes with a child in my arms...

Good service on the sales floor.
One person working checkout and returns.
Poor management of team members and poor recognition of customer needs from customer service employee.

EDIT: Edited from 1 to 5 stars - recalculated based on sales floor team and PR team responding in a timely manner, professionalism from the response and the nature of the response.
Detailing an action plan in place to address the poor judgment of the cashier employee and managers is very becoming of positive customer service interactions.

Will revisit this location again in the near future, the ladies working the event table by the electronics section were phenomenal!
Further, a young man stocking shelves (redish blonde hair), was EXTREMELY professional and knowledgeable.
I hope he is moved to customer service or management in the future.
The whole sales floor and stocking team was exceptionally great!

Just visited the Toys “R” Us in Sudbury and received exceptional service especially from Caroline on cash and I’m sorry I can’t remember the other lady‘s name in the LEGO section but she was extremely helpful too. It is so nice to go into stores and see happy customer service representatives who will bend over backwards to help you, make you smile and make your day a better day so thank you to you all we appreciate you .

UPDATE: Vanessa from the Sudbury location went ABOVE and beyond to make this matter right. Not only did she respond to my review, but she called me directly to discuss the matter. That is what excellent customer service does. This company needs more Vanessa’s. Thank you!!! The 5 stars are for the Sudbury store. Online deserves the 1 star review below.

This is no complaint of the Toys r us location in Sudbury (I have nothing good to say about them) but Toys R us online site is a joke. I have an item that is lost (labeled missorted by GTA GSM) with zero updates for 10 days and Toys R Us is refusing to send me a replacement item. They have submitted a claim with the shipping company and advised me they will get back to be in up to 15 business days. This item was ordered on November 28th as it is a Christmas gift for my son. They don’t seem to care which is rather disgusting as it is a toy store. They have stated I can order the product AGAIN and when they both arrive, I can return one in store…. 3.5 hrs away. I am so disgusted by Toys R Us. I’m sure my toddler will understand why there is no gift wrapped under the tree for him Christmas morning… “don’t worry honey, ToysRus should be getting back to me with an update any day now”. Disgusting.

Dear Store Manager at Toys R Us , Markus Drive Sudbury. I experienced superior customer service from your Service Representatives on Thursday September 30, 2021 in person and via telephone in follow up on October 1. I was searching for a V tech Touch and Teach Sea Turtle. My youngest granddaughter is a very frail and sick little girl and has spent the majority of her young life at Sick Kids Hospital. This would be the perfect toy for her. It was out of stock at the store. One of your associates ( Jessie I believe) left an in store meeting to come to assist me. None on the shelves. She spent a long time in the storeroom and on the computer. She informed me that there was a large order anticipated at the Friday delivery. I left my name and telephone number to be called. Today, I phoned to follow up. Another associate Vera and another lady ( unknown name)spent a long time trying to help me. The store did not receive any on yesterday’s shipment. Vera instructed me how to order on line and I was successful. It will ship within the next week. I cannot tell you how frustrating and difficult shopping is during the pandemic. The level of service I received went far and above what is the norm for shoppers. I have always received exceptional service at Toys R Us and Babies R Us. Hope I am correct with the names listed. Greatly appreciated by a Happy Grandmother.

The staff member was courteous, patient and extremely efficient. Took me to the items I wanted. Showed me choices, explained what would meet my granddaughter’s age, etc. Awesome service. Thank you. I was at the toys r us 3577 2022/10/02.

Cat is an absolute delight. She is excited and passionate about toys and is always happy to chat about them when I go in. The other associates here are also very nice!

Great staff and amazing lego selection for both kids and adults

Great experience dealing with the staff members.

Awesome selection of kid toys.

Best toy store in Canada, Mr Sufyan is the best person here. U can buy every category toy from here.

Great experience. Staff were superb