7 On Your Side helps mother take on Toys R Us for refund

OAKLAND, Calif. (KGO) -- Tiffany Lewis had dreams of making this past Christmas a memorable one for her two daughters, Aviana and her big sister Shania.

But a mixup at Toys "R" Us almost left the family with no presents under the tree this past Christmas.

"I wanted this Christmas to be very special because it's a 10-year-old and a 2-year-old," said Lewis.

Lewis hoped to give her children everything they wanted. She put $650 worth of gifts on layaway with Toys "R" Us. The toys included a cottage house, a gourmet kitchen and a karaoke machine.

She made the final installment payment on December 11, but the gifts were not at the store.

"Four guys came up and they said, 'We gave you your stuff already.' No you did not," said Lewis.

Lewis says the store reviewed its security footage and discovered her gifts were accidentally given to another family. She says the store clerk suggested she go home while Toys R Us investigated further.

"I just felt helpless. I was in the parking lot, I was crying. It was like, go home? Go home? I can't go home with nothing," said Lewis.

Lewis' children tried to console their mom.

"I'm alright. I could save up my money and buy me some toys," said 10-year-old Shania. "I still appreciate what she did, and she's a good mom," added Shania.

Lewis managed to give her children some of the gifts with the help of her parents.

As for the money, she paid for the gifts she never received. But she says Toys "R" Us denied responsibility and refused to refund the money.

"They never gave me a reason. I don't know anything. They still won't tell me why," explained Lewis.

7 On Your Side contacted Toys R Us and it declined to comment. But the retailer did eventually agree to reimburse Lewis for the $645 she paid on layaway.