thetoyshop.com

Complaint Process Ignored, Poor Communication

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."

Date of experience: Dec 21, 2025