Review Time
No response to any online inquiries. I received only a generic reply to my emails stating they would get back to me, but that never happened. I paid for express delivery and waited until after the holiday season to see if there would be a delay, yet my order is still not here and I have not received any updates! I placed my order on December 19th and am still missing an item. I've attempted to reach out several times with no replies. Missing item, no refund, and no communication. Extremely disappointing service.
I submitted this through the complaints process, and it was completely overlooked. The response I received simply stated, ‘your refund has been processed’, without any apology. "Dear complaints team,
Our order was supposed to be delivered the next day after being placed on the 19th of November, but it didn’t arrive on the 21st as expected. Initially, there was a note that the parcel was too large and needed a specialist courier, indicating a mistake on the part of the company in selecting the right delivery method. An attempted delivery was noted, but there is no record of it on our doorbell camera. Ultimately, the parcel was damaged and destroyed.
Upon discovering this, I contacted customer service on December 1st to request a replacement. Three of the items were limited edition collectibles, which is why we ordered them early. Unfortunately, during the 12 days between placing the order and learning about the parcel's issues, these items went out of stock. Customer service informed me that they could only issue a refund, which I found unsatisfactory. I requested to speak with a manager, and a representative named Victoria from the Bracknell office called me back. She was sympathetic and promised to look for the missing items in stores. My main goal was to have the order fulfilled, as the delivery service's process seemed inadequate in handling the damage and destruction of the parcel. Victoria kept in touch but ultimately could not resolve the issue, stating she would continue searching throughout the week.
On December 4th, I spoke with Ann, who said they were waiting for stock to arrive and would fulfill the order once available. We noticed that the collectible items were back in stock online on December 12th, yet there was no communication from customer service regarding our order. I called again on December 14th and spoke to Diane, who informed me that one item was out of stock. Our order seemed forgotten, despite our repeated inquiries about its status, and given we ordered it on November 19th, we expected priority treatment. I requested to speak to a senior staff member, and after explaining the situation to Jaqueline, a supervisor, she assured me that a manager would call the next day to address the issue. No call came.
On December 16th, we called to request a refund. The service was utterly disappointing; they failed to keep their promises, and we felt neglected. While the senior staff communicated empathetically, they lacked clarity in their processes and did not respond effectively. We remained calm and polite throughout this ordeal, yet we were treated poorly.
Our refund is still pending, and I hope it arrives before December 23rd. I believe the phone staff require better training to actively listen rather than read from scripts. When we seek assistance, we want to communicate with real people who can help. Paying for a service should guarantee receiving adequate support. This is honest feedback; the team in Bracknell needs to improve their follow-up processes to avoid making customers chase for answers. My wife and I both work full-time and cannot afford to spend so much time on hold or calling back repeatedly."
I needed to modify my delivery address unexpectedly, and the customer service was outstanding. They successfully canceled the delivery en route and arranged for a new order to be sent to the revised address. Thank you for all your assistance!
I reached out again today to inquire about the status of my refund, as I still hadn't received the promised confirmation email. Unsurprisingly, there had been no actual processing of the refund. Once more, I was assured that someone would 'take care of it today.' At this point, that phrase has lost all significance. I've heard it repeatedly, yet nothing changes. There's still no confirmation, no refund, and no follow-up whatsoever. I remain without the items I ordered and still without my money. The only thing the company has been consistent about is providing misleading information. After more than a week and numerous conversations, this is no longer a simple misunderstanding or a technical issue. The customer service representatives are saying whatever they need to in order to end the call, regardless of the truth. That’s not just poor service; it's dishonesty. I will keep updating this review until this situation is actually resolved, rather than just promised.
I placed an order for collection that I later wanted to cancel. The representative who handled my inquiry via WhatsApp was extremely helpful and efficient. I have no hesitation in giving a perfect score for customer service. Thank you! 🙂
Navigating the website is incredibly challenging. I tried to log in, but it wouldn’t recognize my password. When I attempted to reset it, I received an invalid link. It’s utterly frustrating, especially when trying to cancel an order meant for collection within 30 minutes.
The website is nearly unusable. I attempted to log in, but it wouldn't accept my password. When I tried to reset it, I received an invalid link message. It's incredibly frustrating, especially when trying to cancel an order that was meant to be ready for pickup in 30 minutes.
This company has been a nightmare to deal with; their customer service is the worst I’ve encountered! My package appears to be lost, but no one is investigating. I keep receiving generic replies about transit times. While I understand they’re busy, someone should be able to see that my package is actually lost! Additionally, they charged me for delivery despite the order qualifying for free shipping, although they did issue a refund after I reached out. I’ve now raised a dispute with my payment provider but they won’t act until the end of the month, leaving me out £70 and still needing to buy Christmas gifts! This isn’t my first issue with them; I previously placed a click and collect order that they failed to fulfill on time, forcing me to cancel. I’ve used this retailer for years and even during the pandemic, they managed to deliver on time. I won’t be ordering from them again; it’s a complete joke!
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