I used to work at Toys R Us. I can't speak for all the stores, but the one I worked at didn't seem to care too much about customer satisfaction, just making sure the store looked good for when the regional manager came in. Seriously, that was the only thing we worked for - a nice looking store.
Remember when Zhu Zhu Pets were all the rage? Christmas '09. So every Thursday we'd get a truck with a small amount of these stupid little hamsters. There'd be a lineup waiting to get in. One day, the manager decided she didn't want to put them out, so she went outside, told everyone none came in, and made sure we spent an extra hour straightening the shelves - Don was coming in at 10!
Very glad to be gone from there