Toys R Us Tries To Reassure You After Year Of Recalls

Toys R Us has written a reassuring letter to its customers outlining its toy safety policies and threatening to discontinue selling products from any company that ignores them. Since Toys R Us still sells Mattel toys and Thomas & Friends wooden train sets, it’s hard to imagine a company that wouldn’t make the cut.

November 16, 2007

Dear Valued Guest,

As we prepare to kick off the holiday shopping season, we know that the important issue of toy safety is on the minds of many parents. I wanted to take a moment today to reiterate to you our uncompromising commitment to the safety of the children and families we serve and to share with you some of the steps Toys”R”Us has taken in recent months to enhance our already high safety standards:

While we have always mandated that our manufacturers extensively test products for a variety of hazards, earlier this year, Toys”R”Us engaged Bureau Veritas, a respected world leader in independent testing, to re-test products right off our store shelves. We have alerted our manufacturers that we will report any safety violations we may find to the proper authorities. In addition, we have advised our manufacturers that they must now increase the frequency of testing for each shipment of toys sent to Toys”R”Us stores. Our message is clear: there is simply no place for unsafe toys on our store shelves. Failure to meet our safety requirements has consequences – up to and including termination of our business relationship

We believe that when a product is recalled, the most important thing is to get that product out of children’s hands. To that end, we have instituted a “no quibble” policy when it comes to toy recalls. This means Toys”R”Us will take back recalled product whether it was purchased at Toys”R”Us or not – with or without a receipt.

We are working in partnership with federal legislators to advocate for more funding and staffing for the Consumer Product Safety Commission, the government regulator responsible for toys. We are also advocating for the introduction of production code stamping of products, so retailers and consumers can easily identify specific items should they be recalled.

As the toy authority, Toys”R”Us carries the broadest assortment of toys from 30 countries, including the United States. Whatever your gift needs this holiday season, our toy-trained staff can help you find the best gift for the child on your list. I encourage you to visit our Safety website,, which we have updated to include helpful tips for safe toy shopping during the holiday season

As a company committed to children and families, we understand the trust you place in us to make sure the toys on our store shelves are safe. And, as a parent myself, I want you to know that our entire organization continues to work vigilantly on your behalf to ensure this is the safest of holiday seasons.

With Best Wishes to You and Your Loved Ones on behalf of the Toys”R”Us, Inc. Family,


Gerald L. Storch
Chairman and Chief
Executive Officer
Toys”R”Us, Inc.

Do you feel reassured?

(Thanks, Imasuperhero!)


Edit Your Comment

  1. Translation: We’re sorry we’ve ruined Christmas.

  2. Myron says:

    We want you to keep buying toys from us so from now on we will try not to sell anything that can injure or kill your kids. (Try to forget about the dangerous crap we sold you in the past that could injure or kill your kids.)


  3. Quellman says:

    Dear Valued Guest,
    Since we are making suppliers pay more to test their products by forcing this on them, they will pass their increased cost onto the product, which we will then pass on to you by increasing the price. So to buy the same 40 gifts you were going to buy, how about we help you by financing you through a subprime loan.

    The Accounting Department

  4. retstg says:

    “We believe that when a product is recalled, the most important thing is to get that product out of children’s hands.”

    Someone needs to let my local store know that! My 2-year old has a thing for Thomas the Tank Engine. On our last visit to Toys R Us I took my lead paint (quick swipe) test kit and proved to the Manager that they still had the recalled Thomas items on the shelves for sale. Her statement was “Oh well don’t buy them then” (I wanted to slap her senseless, but managed to restrain myself). She was quite irritated that I had brought this to her attention. She made no effort to have them removed from the shelves while we were in the store, and we have since stopped purchasing that location and advised all the other parents we know to do the same.

  5. hawkhill8 says:

    In other words, we’ve made it completely impossible for unsafe toys to be sold, not that we ever sold any in the first place except maybe one or two little ones that slipped by through a fluke that will never happen again and we’re so altruistic that we’ll even take back all those horrible tainted toys you bought at our competitors and that way we can get you here to buy some of our toys.

    What’s with this “serving” business? Since when is selling stuff and making big bucks at it “serving” the public?

    Shine On,

  6. MarcTolbert says:

    This is the most ironic thing that they could do considering the Toys-R-Us Nov. 16-17 sale circular that I just got in a copy the The Courier Journal today has the Aqua Dots starter pack on sale at 25% off. It does however mention in the ad that it is only for those ages 6 and up. I sent pics of the ad into the Consumerist tip email.

  7. Nemesis_Enforcer says:

    blah blah blah…same shit different asshole. How can you tell when a executive is lying…thier mouth is moving.

  8. Protector says:

    Shit happens. TRU doesn’t make the toys, just resells them. The best they can do is pull anything that gets recalled, which they do.