Smyths Toys Superstores Reviews 

Never ever buyin from there again. They sand me a paper toy and it was torn and i wanted to return it, took me 3 days and 2 speech with customer service to take a return label. After that i sended it and 2 weeks later i texted them thousand times and they dont return my money back. They are totally scammers.

Security at the Stockport branch was extremely rude to my 12 year old daughter when she was about to enter the store when the store was soon closing. My daughter at first didn’t understand what he said and when she asked him again he asked her if she was deaf. I am sorry but that is no way to speak to anyone. When he saw me (Mother) coming in, however, he let us in.

Usually all good for their click on collect.
Just very disapointed that we cannot change our email address on the website (in 2026 for a big company like that?). The only way is to delete your account, lost all your purchased data, and create a new one. Never seen that before, you should get a new webmaster.

No help from Customer Service, no escalation, not feedback will be provided to their staff.

Today we visited your Milton Keynes store, and seeked assistance from Caine, he is absolutely fantastic, he is the main reason we have given you 5 stars, he is super helpful and friendly. Thank you so much, we will be returning.

I would like to say a big thank you to Aron at Epping Forest Smyths. He provided absolutely amazing customer service and was extremely helpful from start to finish. He was polite, friendly, patient, and made the whole experience very easy and enjoyable.

Aron went above and beyond to help us and showed real professionalism and kindness. Staff like him make a huge difference and are a credit to the store. It’s rare to receive such outstanding service these days, and I really appreciate all his help.

Thank you again Aron for your excellent customer service!

I went into the Peterborough store to collect an item. I had my older with me, asked a girl at the till where I collect items from and she replied with a very blunt tone "there where it says collection" I had a giggle because I obviously just didn't look up but the tone wasn't great. I then collected my item, a decent size box that was impossible to carry out and also carry a toddler, my toddler wasn't following me and I had to pick him up and I was watched, by many staff struggling to get this box out with my kid. Not one offer of help at all. Even at the till where it looked like it could be a challenge I wasn't asked if I needed help. To me, this is basic customer service, even in a cafe if you have your hands full you'd be offered help with your try. I will try and avoid this store as much as I can from now on, not that my input will make a difference but it shouldn't matter!

Shocking customer service . Order placed and instantly realised it had defaulted to delivery and the address was incorrect. I thought it should be a simple process to cancel or amend the order but apparently not!! Customer service no help at all just basically bad luck you have lost your money!! UK287836829
I will be contacting trading standards

Update from my original post. New air hockey table was delivered after returning the original one and I had the exact same issue. Box all damaged due to it only being sent in original packaging and one of the legs missing, the delivery driver said the packaging they sent it out in was ridiculous and he would see me in a couple of days for collection. Smyths where of no help whatsoever, not even an apology just an email to confirm collection ! Leaving me no time to replace my grandsons birthday present in time for his big day. Customer service is sadly lacking the human touch !

Shocking Home Delivery - 3 out of 4 items were delivered. The package was damaged on both sides when it arrived, I also found the packaging to be poorly wrapped considering it should have contained two books. I definitely won't order online again! I ordered the missing item from Amazon.

I purchased a toy remote control crane for cash 5 months ago and the wheels recently stopped working. I popped in to see if they could anything, not expecting they could as I didn’t have a receipt. Without question they offered me a replacement. Excellent service and makes me want to go back!

Nup nup highchair.
States its suitable from birth yes it lays back which is great however the straps are so loose the baby keeps sliding to the side, my sons nearly 5 months and I still have to put a rolled up blanket at the bottom where his legs separate. Absolutely ridiculous.

Stockport store never answers their telephone! So irritating, how are customers supposed to reach you for queries??
Ridiculous

Went on May 3rd looking for a Star Wars Lego offer. So busy. Found one purely by chance as we were leaving. I'd suggest having all the Lego in the Lego aisle rather that on a high shelf by the door!
Anyway great service from Jake and his colleague. Even got a free hat!! Super happy with that - thank you for not just handing them out to kids. Made my day - who doesn't want Grogu ears!!!

Bought 4 items online only 3 turned up! Contacted customer services and was told they use told of the range systems and the item wouldn't of been missing! Now every avenue I go down they just keep saying they won't redress the issue and sorry for any disappointment! Yeah my sons birthday present isn't in the box! Over £50 for an item I haven't received! Will be avoiding smyths toys from now on!

Awful customer service. Would not recommend. Better quality a better prices from other online stores or Mama and Papas.

ONE STAR IS ONE TOO MANY! Haven't assembled it yet, but this is more about the company! Although I have a huge Keter parcel box by my front door, the courier (Yodel) still found it more suitable to just dump my £80 item on the doorstep right next to the parcel box! I emailed customer service ref this but they just couldn't understand what I was saying! Their response was it's been delivered so we won't be replacing or refunding me! That's not what I was asking them for!! Maybe an overseas call centre they use? This is a warning for potential customers - even if the courier dumps it on your doorstep, according to Smyths, it's been delivered so no replacement or refund! Sounds like hassle if you did try to claim? There's plenty of retailers around selling the same stuff, so maybe shop around and use a decent company who actually cares about their customers? I will be in future!! It doesn't look like they respond to feedback either, so that just shows you again, they don't give a toss about their customers! I HOPE YOU GO BUST!!!

Ordered Hot Wheels online, selected specific models, and received completely random cars thrown into a box instead.
Customers are treated like idiots, and collectible toys are treated like a sack of potatoes where they can just throw in whatever they want.
The response from customer service felt like an AI-generated copy-and-paste message saying this is “within Smyths policy” and that they are allowed to send random cars instead of the ones customers actually ordered and paid for.
Very disappointing experience and extremely misleading product presentation

Never received goods and they then turn round and say that it was my fault I wasn’t in the package arrived ?!? do they not realise people work ? Fuming trying to think they are going to keep over £100 I will never use this company again and have warned my family and friends i never received the goods

1 star – poor customer service

Ordered 2 click & collect items on Saturday, went to collect Tuesday morning after the bank holiday — items had been put back and I was charged £4 for “non-collection”.

Policy aside, zero flexibility and no goodwill shown at all. Customer service simply repeated “non-refundable” with no escalation.

I’ve since repurchased the items (and more) in store as I wanted to support the high street, but this experience leaves a bad impression.

Hard to justify shopping here when other retailers are cheaper and more customer-friendly.

I ordered a box of LEGO on click‑and‑collect, but I had an urgent situation and couldn’t get there in time. I’ve been trying to get a refund since JANUARY. I understand you charge a £2 fee for uncollected orders — fine. But where is the rest of my refund?

I’ve been ignored for months, and it’s completely unacceptable.

For reference, this was the original message I received:
‘Order UK282707240 is ready to collect at Smyths Toys Longton. Please collect by 19:00 Monday, 26 Jan to avoid a £2 fee. Bring photo ID.’

You’ve had my money long enough. I want my refund processed immediately.