Exposing a glitch: Memphis woman's online order lost by mega retailer, and she's not alone

by: Kristin Leigh Updated:

A spokesperson for Toys R Us confirmed a glitch on the company’s website delayed orders for customers nationwide, including at least one customer in Memphis.

With their first baby due on November 19, Nicole Ilsley and her husband used gift cards and some of their own money to order more than $600 worth of last-minute baby essentials from the popular child’s retailer. 

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The couple placed their order on Oct. 14, according to receipts the customer provided to FOX13.

“I placed an online order,” Ilsley told FOX13. “I ordered what I could for in-store pickup and ordered the rest to be delivered to my home.”

When she called her local retail store in Memphis, Ilsley said the employee told her there was no record of her order. The customer said her order was lost, despite her bank account and gift cards being charged for the products.

After getting the run-around from customer service for several days, Ilsley contacted FOX13 for help.

“This is the last thing I want to be worried about at the end of my pregnancy,” Ilsley told FOX13. “I’d really like to have the items I ordered for her.”

After researching Ilsley’s case and contacting the retailer, FOX13 Consumer Investigator Kristin Leigh uncovered a glitch impacting customers nationwide. 

“We had a technical glitch on our site that resulted in delayed orders for some customers,” the Toys R Us spokesperson said in a statement. “Our teams are addressing the issue and working to ensure that all customers orders are processed and shipped as normal.”

The customer service rep added that the glitch has been fixed.

“We are back to normal operation on Toysrus.com and Babiesrus.com,” the statement read. “Should customers need order assistance, they can call 1-800-TOYSRUS.”

After hearing Ilsley’s story, FOX13 found hundreds of people online with stories similar to the Memphis mother’s. Toys R Us has 1.2 out of five stars on the Consumer Affairs website, and poor reviews on their Facebook page and on their Better Business Bureau profile.

A customer in Delaware wrote on Consumer Affairs, “Horrible experience! Stay Away!”

On the company’s Better Business Bureau profile, a customer named Felicia said, “Please find my orders and tell me what is going on!”

A customer named Sandy wrote the toy store on its Facebook page, “I understand you’re having problems with your website, but please get it together!”

After FOX13 began asking questions, Toys R Us representatives found Ilsley’s order and addressed her complaints immediately. 

“It seems like a lot of people, including other expectant mothers, are having issues with getting items they’ve ordered online and getting their money back.”

As of Nov. 1, Ilsley said she received all the items she ordered, in addition to a complimentary $200 gift card. 

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