The Online Toy Shop Reviews 63

Reply from The Online Toy Shop

Apr 7, 2026

Thank you for sharing your feedback, and please accept our sincere apologies for the inconvenience.

We did unfortunately have a technical issue with our site this morning that meant that some products that would retail for between £50 - £100 were incorrectly showing as being 10p-20p. As soon as we realised the issue we rectified it but unfortunately in that short time you managed to place a number of orders. Regretfully we were unable to fulfil these and we contacted you to let you know this and processed full refunds for you. We do acknowledge this was a frustrating situation which is why we offered you a discount for any future purchases you might wish to make.

This is not the level of service we look to offer to our customers and will certainly ensure we take steps to stop this sort of thing happening in future.

Reply from The Online Toy Shop

Mar 24, 2026

Thank you for sharing your feedback, and please accept our sincere apologies for the inconvenience.

We are aware that the tracking process for these specific products isn’t always as smooth as we would like which is partly because of the processes the courier companies themselves use, the distance the products travel to get here and because of the time it can take to clear customs. Unfortunately the levels of service/information we receive by a specific courier company can also vary from country to country which also can impact on things.

We do our best to try and keep customers aware of what is happening with their orders and endeavour to respond to all communications within 24-48 hours, which we have done whenever you have contacted us. We do also send out the tracking information as soon as we have it so that customers can track their orders themselves as once orders are in the hands of the couriers they are outside our control and we don’t always know exactly what date they will be delivered.

We will certainly take your feedback on board to help shape future improvements to our processes.

Reply from The Online Toy Shop

Dec 1, 2025

Hello Sue,

Thank you for sharing your feedback, and please accept our sincere apologies for the inconvenience caused.

Your order was dispatched the day after we received it and it would appear that there were some delays with Royal Mail. I can certainly understand that this is frustrating but unfortunately once orders are in the hands of the couriers they are outside of our control and on rare occasions, delays can occur.

We would always ask customer to contact us first if there is a problem to make us aware of it so that we can rectify things quickly as we aim to provide the best shopping experience we can for all of our customers. Unfortunately your experience hasn't been as good as we would have liked so we can only apologise for that.

Reply from The Online Toy Shop

Sep 9, 2025

Thank you for sharing your feedback, and please accept our sincere apologies for the inconvenience caused.

As we discussed with you, there had been an error in our warehouse meaning your order was sent to your billing address rather than your delivery address. Our systems showed it as being delivered so we weren’t aware there was a problem until we received this review. As you know, as soon as we were aware this had happened we took steps to resolve the issue and a replacement was immediately sent out on next day delivery. Unfortunately, problems do sometimes arise and we do our best to resolve them as quickly as we can which we did in this case.

We take note of your issues with the Shop App and have fed these back to Shopify themselves as we don’t have any control over it but we do understand that it can be frustrating when it doesn’t show the correct information.