Hamleys Reviews 

Shame I can’t leave no stars… I stupidly placed an order for a PS5 on their website, before checking other reviews… Had I looked at the extensive list of bad reviews on here then I would have paid the extra in the first place to buy from somewhere else. However the fame of the ‘Hamleys toy store’ clouded my judgement. My order remained in ‘processing’ for days. I then noticed that the money had been returned to my bank (at least they had the decency to do that I suppose), but no message or email to tell me they were cancelling the order. Will never order from them again and has put me off visiting the store next time I am in London.

Edit: I have since received an email stating that my order cannot be fulfilled at last… what a diabolical company

Hamleys India online delivery - worst customer experience. Ordered a product on 10th January. Followed up on 20th Jan as had not received it. They said technical error won't be able to deliver the product. Only when the product reaches back to them ie within 48 hours they wil refund the amount within 7 buisness days. Till date which is more than 48 hrs I have the same answer. How is it my fault that a delivery issue happened from their end? Why am I being penalized and my money withheld due to their fault

Toy faulty and no express delivery available. Have to wait 3 to 6 days to get a new one if I buy again or up to 15 days for a replacement! Is that the best toy shop in the world for you?????

Zorbi flying saucer - in store demo 23/12/25 looked impressive. Young lad doing the demo said it was a strong magnet, no string. Purchased for my son based on this, shocked to open box and see putty, and a string. Absolute con, must be illegal for false advertising too. PLEASE DO NOT BUY THIS TOY.

I visited the Oxford shop with my familiy. The visit itself was actually a nice experience. We watched several demonstrations of toys during our visit. Asked relevant questions about the products. And ended up bying two toys:
1. A flying Thundersphere (a small drone toy). We actually watched the guy demonstrate it for up to 10 minutes. He demonstrated how sturdy it was, and And lo and behold - the toy we bought only has battery for 5 minutes after fully being charged (which tales 50 minutes). And it is nowhere near sturdy.
2. An air hockey toy with suction cups and strings for the playing field. The product was demonstrated using a elfmade table with wooden walls - but it makes sense in an environment like that. Ww asked several questions concerning the suction cups and strings. "They're fine, easy to set-up, works and all surfaces". And lo and behold - they do not work on any of the tables in our hourse. Furthemore, the string actually isn't long enough.

Awful experience with this company. I purchased four toys online for Christmas and paid for next day delivery (stated to arrive on the 24th). I, unfortunately, received the parcel 3 days late and an item missing! I've been charged for the four items and the failed next day delivery. All I've been offered is a £2 good will gesture!

I bought Zoe cat which was supposed to walk and talk, well it walks and make sounds like the dog my daughter got from Temu for £3. She said it’s a dog not a cat. It is not nice to sale an expensive toy that doesn’t do as it is supposed to. Very disappointing. The packing was good and delivered on time but this couldn’t compensate the disappointment.

My too kids bought toys in Hamelys on a recent trip to London. Both broke on the first day of use. They are so upset as the money was a gift from grandparents. Gabby toy we didn’t purchase was more than double the price in our local toy shop. They really seem to exploit their customers.

No delivery attempt was made, nor has any refund been generated till date. Very poor service—this resulted in a complete waste of both time and money.

Used to be magical, now just an overpriced, grubby tourist trap. Rude, unhelpful staff, dirty smelly toilets, lifts too small to fit a family with a pram (not to mention excruciatingly slow), many toys out of stock & sometimes more than twice the price as other shops (e.g. £30 for a dinosaur at Smyths vs. £70 for the same toy at Hamleys!). I understand that upkeep costs on Regent Street are high, but this is just daylight robbery! On top of all this, they can’t even be bothered to install WiFi in the store & there’s no 5G unless you stand in the stairwell (as instructed by staff to do). Save your money & blood pressure & go elsewhere.

The Hamleys experience is like no other. With 7 floors it’s the biggest and oldest toy store in the world. Make a day of it take adults and children it’s a great time for all.

I ordered 7 Hot Wheels basic die-cast cars, but I received 6 identical “Quick Chat” cars. When I contacted customer care, they said it was already mentioned on the website that products are dispatched based on availability, so they sent 6 of the same cars and refused to replace them.

I recently placed an online order with Hamleys for a Christmas Gift. I was extremely disappointed with the way in which it was packaged and sent out. The toy, a soft Paddington Bear for my grandson, was simply squashed into a plastic postal bag! It wasn't carefully wrapped in tissue or bubble wrap and arrived battered, especially the hat! I am very disappointed with this level of service from a supposed renowned retailer. I contacted customer services who asked me to send images of the item and its packaging. This would then help them review the matter and provide a suitable resolution. After doing so, I was asked to return the item in order for them to review. The issue isn't necessarily with the product, it was more the shoddy way in which it was sent out to me. At the very least I expected some packing/wrapping but the item was just thrown into a bag l, which was not even sealed correctly. I won't be returning the item as quite frankly, I don't wish for the same issue to occur. I would not order from this retailer on line in future.

I purchased a toy which only worked for a few minutes . I was mislead in the sales pitch and told that the thunder tomcat drone would not break because of the material . This was my son’s main birthday present and he was so disappointed. I emailed in September and heard nothing back and then I tried to call a few times and no one answered .. really poor customer service

Rubbish website . Ordered 3 times TMNT action figures and seller had listed a different version to what was delivered . Now 3 parcels to return ! Never order off you again !

Double overpriced!!
Cost almost half to buy online same toys .
Twice replaced same faulty toy ,no compensation offered,
You pay for the shop name.
Buy it online.

Ordered a spider monkey teddy that had been reduced from £30 to £9.
He is absolutely lovely and well worth the money.
Delivery was in a good timeframe.

Hamleys have sold toys that set on fire luckily I was around and quickly put out the fire. We bought two Thunder Sphere at 24£ each that both started to smoke and flame. Have reached out to customer services with four emails and 7 phone calls - none of them replied to. We spent a total of 400 pounds in store and go there regularly. But never again. Cannot believe that my favourite childhood store has stooped this low. Really upset about this and would never recommend anyone buying a single thing from there

Ordered a Pokémon Booster Display clearly described and pictured on Hamleys’ website. Received a single pack and was told it was a listing error. Hamleys apologised but offered no goodwill gesture despite confirming they knowingly sent the wrong item. Refund offered, but disappointing experience for such a reputable store and Ashley the representative was cold

"Ashley" is the rudest, most unhelpful customer service rep i've ever encountered

For a toy shop you would expect some level of friendliness or understanding of a situation. But no, 1 sentence email replies to my detailed questions.