Toys"R"Us in Coquitlam, BC Closed now

Reviews about Toys"R"Us

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  2019-12-31, by Lindac Chen
  Loved coming here since I was a kid and the service is excellent. Special mention to Peggy in handling sales and return/exchange. She understands the customers needs and provides wonderful service. Toys at great deals and awesome location off the highway in Coquitlam. Will recommend.
• ★ ★ ★ ☆ ☆

  2019-09-12, by Xander T
  Alright folks, let me share you a thing. I am a former TRU employee, in fact I may have dealt with many of you on several occasions. So let's get an insight into what works and doesn't work for the store: First off, the staff you encounter are actually passionate, hard working individuals (with a few exceptions) These are knowledgeable staff who are unfortunately victim to limitations placed upon them. First and foremost, as is seen in many of your replies, is the general lack of staff. Whatever the reasoning may be (and there are several theories) staff are being intentionally scheduled to the absolute minimum despite the constant demand to have more staff on hand. On several occasions during my time there we would find 4 or 5 staff scheduled to run the entire store, which I'm sure you can see, it's a big store. The employees want to be helpful, they often argue with management to let them go help customers but for whatever reason the numbers simply aren't there. Now imagine wanting to help customers and knowing you could, but instead being restricted and then badgered for not helping. Doesn't sound like you'd be particularly happy right? I won't get into the ins and outs of the problems but let me assure you the staff are not a problem, it's the life force being sucked out of them by being restricted. For those who mentioned staff need to hurry up in the back, I get it's frustrating, but the majority of what you need is upstairs, which is up a large flight of stairs, at the back of the store, and in boxes. Add to that the lack of staff and I guarantee another customer has stopped that associate to ask a question and they really do try their best to help everyone in a timely manner. I realize I've droned on for some time, but I'd like to close out on a personal note. One review on here calls me out by name, saying I was rude and abusive. I'm not going to resort to name calling or such but rarely does one have an opportunity to tell both sides of the story: Said customer wanted to return a car seat, which is illegal to do so once it has been used. I was then yelled at, threatened with police action, and told I was a thief and refused to help. What I said in turn was to contact the car seat manufacturer and they would gladly help her, or, that we have two certified car seat installers of whom we could set up a free appointment to optimize the car seat for them. I explained calmly and plainly that it is illegal to accept a return on a used car seat, something she tried to hide at the start of the conversation. I did what I could within my power to offer the best solutions available to her and I did apologize it wasn't good enough, but to go online and say I was rude and abusive is unkind and dishonest. Good to get that off my chest. I'm sure retail employees will appreciate the opportunity I had to clear my name and speak on behalf of my former coworkers.