Toys "R" Us Implementing New Omni-Channel Services For Holiday

By Megan Zielinski, contributing writer

Toys “R” Us is once again inviting customers to scoop up hot doorbuster deals and exclusive savings as early as 5 p.m. on Thanksgiving Day, along with launching services for in-store, online, and mobile customers to help them find the perfect toys for the young ones on their list.

Toys “R” Us announced new omni-channel initiatives back in September, including improved services and updated programs to deliver a positive shopping experience to all customers this holiday season.  

Beginning Thanksgiving until Christmas Eve, all in-store customers will be greeted with a well-prepared “G.P.S” crew (Guru for Play Staff) offering guidance and knowledgeable advice on everything from the latest popular video games to top-selling educational toys. In the rush of holiday shopping, Toys “R” Us is integrating digital in-store maps through customer’s smartphones—taking them directly what they are looking for. At the store entrance, customers simply scan a QR code on a directional outline, revealing a digital map locating customers to the exact aisle where they can find desired items and exclusive holiday offers. Beginning November 24 until December 1, the Toys “R” Us digital maps will highlight the specific in-store areas containing Black Friday deals, leading customers to the limited-time offers quickly.

Toys “R” Us wants to make sure the in-store experience is pleasant from arrival to departure. In order to keep lines moving, Toys “R” Us is introducing a new Express Lane in stores for small purchases of under two items. Associates will also be on-hand with a scanner, quickly scanning large cartloads waiting in lines, providing a barcode for the cashier to make a fast checkout.

Customers who are looking to avoid the hustle of the Black Friday crowds, shopping from the comfort of their homes can also enjoy special savings and informative advice from toy experts online—when customers ask questions regarding products, they will immediately receive real-time answers. Online shoppers can also find the appropriate gifts for children according to their age and interests with the Toys “R” Us Gift Finder.

Toys “R” Us offers free online layaway this holiday season for customers to make budget-friendly monthly payments conveniently online or in-store on their orders while avoiding the regular $5 down payment — once items are paid off, online shoppers can choose to have products delivered to their doorstep or picked up at their local store. Customers can also take advantage of Toys “R” Us Store Pick-Up service this holiday season, enabling customers to skip browsing the store and standing in line as employees fulfill online orders in under one hour — ready and bagged for a quick trip in and out. All online orders of over $49 is delivered for free.

 “All year long, we have been acutely focused on conducting consumer research, listening to what our customers want, and making incremental improvements to enhance their online and in-store shopping experience at Toys“R”Us,” said Joe Venezia, Senior Vice President, Store Operations, Toys“R”Us, U.S. “Starting with the official kickoff of the holiday shopping season on Thanksgiving Weekend, as eager shoppers head to stores with detailed lists in hand.”