OriginalFactoryShop Reviews 108

Placed an order 18/1/26. Was allegedly dispatched 21/1/26. It went missing, it was located, it was too big for a standard courier, it went missing, now I wait…….

11 days of a parcel still not turning up! Oh and their customer service is epic (epically terrible)!!!

Ordered online on 14th December still not received, sent 5 emails still no response, now asking for a review, save your money dnt bother

Terrible service from them, ordered a Christmas present on the 10th December (6 days before the xmas cut-off date) and it arrived on the 27th Dec!! What makes this even worse is they charged me £4.99 for delivery! With the competition these days I would've expected much better. I won't bother using them again.

Bought some Adidas Samba trainers via their website which I never received, I was refunded automatically 10 days later but would have appreciated some email communication to state why they could not fulfil the order.

Nothing in junk folders.

Being waiting for a delivery of a small heater for 3 weeks now.No communication, tracker just says delayed. It was posted next day then...nothing. avoid delivery, useless. If l could rate zero stars, I would

Slow, slow, slow. Still waiting for my order. It's been "on it's way" for a week. Tracking is unhelpful and hard to contact seller. When I try to track I am directed to download a Shop app which I don't particularly want to do. Poor service, won't be using them again.

Appalling online customer service and to receive delivery updates you have to allow access to your emails by a third party. Total privacy invasion. Customer service say 3-5 days to get back to you so unless you can afford to throw your money away, swerve.

Bought a 30 led garland 2.5 metres. Nothing like the picture, Shein would have been better at quality and delivery. Do not buy from this company.

I use my factory shop in south molton. About 6 months ago I was given a scratch card worth £1.
As I was out of the country for sometime , I was unable to identify the card.
When I went to purchase a pair of shoes, I was told they were unable to accept the scratch card.
There was no date limit printed on the card.
This was a scam. Beware of this shop.

Abysmal service. Placed an order, and after 2 weeks, it still hadn't been dispatched. This was an item that was needed urgently. I was prepared to wait a couple of days, but to have not even packed an item after two weeks is obscene.

I was in today shop everyday in there staff are usually great cheery helpful.Today when I was in member of staff who was supposed to be on the till came over to serve after about ten minutes too busy talking .I said to her about time you came over as you've been talking since I came in the shop already someone else waiting to get served .She said your talking to I said I'm a customer you should be serving instead of talking She said I had an attitude which I never had and that she wouldn't be serving me I put my stuff on the counter and left.

If I could rate 0 stars I would. Visited the store in Holbeach, I asked to use their toilet because I was feeling unwell, and a member of staff rudely told me “no, they’re for staff only”, I said it was an emergency and they said, “fine, but don’t make a habit of it!” When I came out the toilet, they said it again in front of other customers which made me feel uncomfortable. On another day when I visited this store, I went to pay for my items but there was no one at the till. I called out to ask someone to serve me and got ignored. I left my items and haven’t returned since.

My dad ordered 2 sets of Elizabeth Arden Prevage box sets, he paid and after waiting over a week received an email saying it was out of stock yet when I checked the website the evening before he received the email it said there was 19 in stock.

How can they take money and then say its out of stock a week later when it was in stock when my dad ordered it?

Not sure but this seems to breach the Consumer Contacts Regulations Act 2013, but at best it is very bad practice and I will never ask my dad to order from them again 😡

Very very poor. Made a purchase, no confirmation that it would be despatched despite the confirmation giving a time scale of 3-5 working days. Blamed it on the courier once I made a charge back to my bank. Total nonsense and terrible service. Wish I’d read the reviews in advance. Stick well clear.

I dunno how they can list an item for sale, say delivery date is in 5-7 working days and its been 7 working days already and no even a dispatch has been acknowledged, emailed customer services a couple of days ago and no response.

Don’t buy from here, massive waste of time

Ordered binder collection on 5th Aug, stated fulfilled on 7th. Nothing came. Now since TOFS have no direct way to contact via telephone or chat, sending an email and awaiting a response took ages. 5-7 days is ridiculous. Once they did their half arsed reply, they failed to get back to me. 21st August now, had to charge back through bank after radio silence from TOFS, lo and behold they reply straight away that the money I payed had been charges back and bye bye. Greedy useless customer service, avoid buying anything from here as it is insanely unreliable.

I visited our local shop today (1st August 2025) with my 2 year old cavapoo (I had rung previously to make sure that they accepted dogs in the premises)

However I had not gone far into the shop when I was approached by a member of staff and told it was service dogs only - I explained that I had rung previously to check on the and had been told it would be ok. They asked if I had rung the day before as apparently they had advised a different customer that they could bring it in if they held it and it was a small dog.

Ok I am now confused - do you let dogs in or not, also I am not sure how you shop with your hands full of a pooch.

I asked the question of the Manager as to the reason for not allowing dogs into the shop and to be honest got some really weak excuses about people having allergies etc. In my experience most people who are not dog lovers or do not want to interact will keep their distance and most dog owners know to keep their dogs on a short lead.

I do understand some places not allowing dogs which is why I rang before visiting.

Very mixed signals with this one and do not seem to know what they are actually doing

No customer interaction, missed order date, all i got was a order confirmation and money left bank. Tried to cancel order still waiting for a reply. Feel like I've given money to one of those blokes that rings up saying im a Prince in a far of country who needs your help to pay his way out of a sticky situation but you will get rewarded (I this case goods) will never use this company again. Just hope either things turn up or I manage to get my money back, from the other reviews im not hopeful though

How I wish I had read these reviews before purchasing. No customer service AT ALL. Still waiting for a reply to where my parcel is.

Absolutely abysmal customer service. I ordered a pair of trainers for my dad for Father’s Day and my payment was taken straight away. I waited. And I waited. And I waited some more - they hadn’t even bothered to dispatch my order. Over a week had passed - despite the 3-5 day guarantee. I could not get in contact with them in any way, shape or form. They ignored my countless emails, they do not have an overhead customer service phone number and they ignore their social media messages too. It took me several days to get a response from their appalling customer service team. They did not bother to apologise and simply issued a refund which is still yet to return to my bank. I am incredibly disappointed and extremely annoyed. There is no wonder all their branches are closing down when the service they offer is as disgusting as this. Save your money and save your time, DO NOT ORDER ONLINE!!