Toys ‘R’ Us enhances omnichannel offerings

Wayne, N.J. -- Toys “R” Us is adding a new feature to its “Buy Online, Pick Up In Store” service in time for the 2011 holiday whereby customers using the service will have the ability to designate an alternate person to pick up their order through “Family and Friends Pick Up.” The “Buy Online” service allows customers to shop from the comfort of their own homes, and then to pick up their purchases at the Guest Services desk at a nearby Toys “R” Us store.

In addition, the service has been expanded to include more products, and now includes more than 10,000 items. “Our omnichannel offerings allow us to leverage the strengths of our store and online businesses to create a seamless shopping experience for our customers, so they can shop with us whenever and however they want,” said Jerry Storch, chairman and CEO, Toys “R” Us. “Our e-commerce growth, which has been particularly strong, will continue to benefit from these new capabilities.

Other omnichannel enhancements include:

  • Toys “R” Us and Babies “R” Us customers can check whether a product is in-stock at their local store by going onto the chain’s web site. Once they choose an item and arrive at the product description page, customers can confirm its availability at stores up to 50 miles from their home by clicking “Select a Store” and entering their zip code.
  • To accommodate customers who are already shopping in a Toys “R” Us or Babies “R” Us store for a certain item and find that it may be out-of-stock, or the item they wish to purchase is available online only, store associates can determine availability of the item on the expanded catalog on and have it shipped to the customer’s home free of charge.
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