Review Time
AVOID THIS COMPANY IF YOU ACTUALLY WANT TO RECEIVE YOUR ORDER. I placed an order 16 days ago, and neither the company nor the delivery service has been able to locate it or provide a real delivery estimate. I've been repeatedly told my order would arrive, but it hasn't. The customer service is frustratingly ineffective. I've tried calling multiple times, but once I reach a representative, they just hang up after I give my order number. I've also emailed, but I'm just met with excuses about a warehouse move. No effort has been made to locate or deliver my parcel.
I placed an order on 10/11/25, and the delivery option indicated it would take 10 working days. Now, on 27/11/25, I still haven't received anything. When I reached out to customer support, they mentioned it's due to a warehouse relocation, which they claim is noted on the delivery section of their website. I expected that information to appear during the checkout process! The support team informed me they cannot track my order and have no estimated arrival date. I told them I would wait until 28/10/25 before canceling. I'm extremely disappointed as this is a significant part of my son's birthday gift. The organization is lacking, and customer service is equally frustrating.
I'm still waiting for part of my order and wondering if it will ever arrive. The first part came badly damaged and poorly packed, with the contents scattered everywhere. Photos were provided. There's been no assistance in getting a refund as they want me to return everything to a store, which is inconvenient for me. Everything is now in the trash. I won't be using this service again; heed the recent reviews and consider spending a bit more elsewhere!
I've faced the worst customer service during my recent orders. I bought a large number of books as gifts. After payment, I was informed that one order was out of stock, yet it was available online. Even if it had been out of stock, there were plenty of other Christmas book bundles that could have been offered as substitutes. Another order was marked undeliverable due to damage. Each time, they had to refund me and instructed me to reorder. I initially used a discount voucher which I couldn't apply again. The customer service was terrible throughout. After many years, I will now seek other suppliers for gifts. Based on these reviews, the service quality is seriously declining.
Unlike most online retailers, my order was not received promptly. An order placed on the 10th was received on the 24th and was incomplete. One item was refunded, and another that should have been red and green blank cards turned out to be red and black. I don't think I'll use their online service again.
I placed a large order on the 1st of November and still haven't received it or any updates three weeks later. At the time of ordering, there was no indication on the website of delivery issues. Customer service informed me five days ago that they would request a priority delivery, but still nothing has arrived. Are they going out of business? It's frustrating to keep receiving advertisements for their products.
The customer service is utterly ridiculous. I placed an order on the 27th of October for eight books intended as a gift this week (week of the 17th of November), and it still hasn't arrived. Initially, I was told this delay was due to a 'warehouse change.' If that's the case, orders should be paused until they resolve outstanding deliveries to avoid disappointing more customers. I was told it could take up to 10 working days; I waited longer and have now emailed six times with no response. Yet, I still receive emails about sales. I won't be ordering again, fearing the same issues will arise. I've now been informed I'll receive a refund, but some of the books I wanted are now out of stock. This is incredibly disappointing, and I'm awaiting my refund to appear in my account for at least five days. This will be my last order online with this company; they promote sales and take money but fail to provide even average customer service.
I ordered on the 27th of October, and the website indicated a 7-day delivery. Now it's the 20th of November, and nothing has arrived. One item was canceled due to being out of stock. Customer service informed me they had moved warehouses and were experiencing delays, and I could either cancel or wait a few more days. This was ten days ago, and I'm still waiting for dispatch. Not acceptable service.
I ordered on the 8th of this month. The website stated there could be a delay of up to ten working days to receive my order (not just for dispatch). Twelve days later, it still hasn't been dispatched nor have I received any updates. When I contacted customer service, they told me they couldn't provide a timeframe for dispatch and suggested I either wait or cancel my order. I need my items before December 1st, but the website has since changed to indicate delays without a timeframe. This feels deceptive, especially since they didn't notify customers of this change. I sense they don't care about their customers. I've made many large orders before, and while they were fine until recently, this experience has been disappointing. If they can't fulfill orders, they should halt business until they can, as it's unacceptable to take customers' hard-earned money while neglecting service.
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The Works is the UK’s leading family-friendly retailer of value gifts, arts, crafts, toys, books, and stationery. With over 500 stores across UK and Ireland and a customer website, The Works offers a wide range of screen free activities inspiring reading, learning, creativity and play.
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