TheToyShop.com Reviews

Box is badly damaged and ripped. What away to send anything to customers. Checked out my item and as far as i can see there is no damage. First time i have ordered from this company i think it will bemy last. If you are sending orders out like this. With damaged packaging bad show The Entertainer. I have sent them a photo. The reply I got was we will pass this on to our warehouse. Offered me to return my order my complaint was the state of the box and the way it was packed. Now I'm thinking this item has been used before and is secondhand.

Outstanding customer service! I needed to receive the item in 1-2 days, so I ordered click and collect in the store, but only when I purchased it said that my order will take at least 5 days, as they don't have in stock at the moment. So I texted live chat customer service asking if any other store near by has the item. I was so surprised that they replayed me like in 2min! And they were very helpful, as they couldn't find the item it on any store near by, they offered me free next day delivery as they have it in wearhouse. It was the best and quickest customer service I even had!

Bought something online in January and was hoping I could exchange in store when it reopens. I’ve been told no as their online store is open and I should have returned by post. Not very flexible given current circumstances and I feel short sighted as I’d have exchanged in store and inevitably spent more money there. Will avoid in future as not very customer friendly or flexible given store closures.

Ordered some things for my son's birthday on Saturday lunchtime. It was delivered by 10 on the Sunday! Received email updates too. Very very pleasantly surprised by the speed of service.

Ordered using click collect and picked up 10 minutes later. All great and smoothly done. Well Done staff.

Terrible Customer ServiceI have bought a toy for my daughter's birthday. It was supposed to be arrived one day before her birthday. I have contacted them twice via chat as the tracking number they have provided is not working. They said they'd contact warehouse and courier but no reply after a week. Second time they have ended chat session without any resolution, without answering my question. The item is already overdue and I have no idea when I'll receive it.

I like this shopItems arrive undamaged, their customer service is good when there are problems, i buy a few times a year from them

Ordered an item to be delivered to my local Asda via toyou service. Received an email that my item was ready to be collected so went along the next day and Asda couldn’t find my order and they would need to get a manager to call me the next day. Manager never called and due to high call volumes couldn’t get through to Asda so called entertainer directly. Spoke to a lovely lady who said she would send a replacement direct to me at home but as it was Tuesday afternoon before Christmas she couldn’t guarantee it would arrive in time for Christmas so I was over the moon when it arrived the next morning! Really impressed with the service I received from Entertainer customer services and will definitely order from them again but certainly not with Asda/toyou delivery!

Ordered toys for a birthday online, order was firstly late as problems with hermes (never had a good experience with them ever either), then to open up the box and be sent wrong items but to put the icing on the cake, the correct packing note was taped to the wrong item! Couldn't make it up!!After contacting customer service, I was told to reorder (if they had any stock left) and I wouldn't be refunded until they received the wrong items back. Then after that to be told that I can non essential travel, which is against the law in Scotland right now, to return the wrong items myself to the shop!! So either I break the law or just tough crap is their response to messing up an order, ruining a child birthday, and how they treat any customer. Bring back Toy'R'Us! Would happily take them back over these poorly trained, horrible and embarrassing customer service team!

Awful customer service happy to take your money then tell you items are not available poor store will never use again and i wouldnt recommend to anyone go to smyths

Ordered several times never had an issue. Quick dispatch and delivery

It’s a shame i have had to give such a low score, however, this company has been very hit and miss. I’ve had some great service and recently really poor service. During lockdown understandably some items were delayed. I was offered an unexpected discount, however this was on future purchases and not off of the delayed items. The issue comes after I ordered a toy for a birthday Which a week later has still not arrived and was untraceable. Luckily when it did not arrive I drove to a store 10 miles from me to locate the item so I still had it in time for the birthday. I called customer service today and the lady stated it wasn’t traceable so they would refund me the money. Fair enough. However , I had to prompt her to apologise for the inconvenience, no acknowledgement was made about the fact I had drive out of my way pay parking costs etc. It’s frustrating as I could’ve bought it closer to home instead and not paid for parking and been less stressed had I known it wouldn’t come/ couldn’t rely on them. The lady was just very blasé and if she had just seemed a bit more empathetic I wouldn’t be so put out. As a regular customer who spends a lot I’m really unimpressed and will no longer order from the website. The company should have something in place that flags items that haven’t been delivered on time and not expect their customers to chase them as the customer service lady hinted at to me.