Smyths Toys Superstores Reviews 

Ferdowsa at Smyths Superstore in Uxbridge West London was exceptionally helpful with helping me pick out my items. I was delighted to have someone ready to help, very informative at the till with the different options and catered to my specific needs and wants. If I was a manager, I would look into promoting her for her services and hard work.

Predatory selling practices!

The website said my item was in stock and available for immediate click and collect at all my nearest stores, the website also said delivery tomorrow if ordered before 10PM today. I made the purchase and received the email stating delivery in 4 days!

Customer support is none existent. I am unable to cancel the order, the AI suggests declining the order when delivered and try to make a refund after that.
Customer support says it will reply within 72 hours.

None of this is acceptable to me. Blatant lies on website, I wouldn't have ordered online if I had known the truth. It's like they will say anything just to get their hands on your money, and once they have it, you get a 2 fingered salute, they don't care about you after that.

This has left a bitter taste in my mouth. Filthy takedown merchants.

Walsall store today was amazing! Manager went above and beyond to keep the queue informed of stock! Excellent customer service and management all around! Thank you

Worst customer service of all time, can’t get hold of anyone tried multiple different stores, says next day delivery if ordered before 10pm, had my email confirmation for 21:05 the night before but still no next day delivery, ordered it as a gift of course assuming they would deliver on time but was so wrong considering they’re such a big company I doubt anything will happen, won’t be ordering again

If I could have given no stars I would have .
Ridiculous service a product was infront of the incorrect label which I would like to remind the company I did not fill this myself ! However I was told policy was not to allow me to purchase at that price , the value was only 2.00 different ,I was spending 33.00 . I would assume the company had trained staff who actually checked the label before they filled infront of was correct and that a manager was trained to a level of service that listened to a customer and would take responsibility for the error and to honour the label the product was in front of . The service is appalling clearly this can’t be correct . Please train your staff and managers !

Great sound quality and very comfortable for long sessions. Only downside is ti gets slightly warm after a while

I have used Smyths Toys many times in the past without any issues, which makes this experience even more disappointing.

An item from my order was missing from the box when it arrived. After contacting customer services, they carried out what they described as a “full investigation” and responded with a lengthy explanation about their warehouse scanning and weighing systems. They concluded that because their systems showed the item was packed, they believe the order was delivered in full and therefore refused to offer a refund or replacement.

As a customer, this response was extremely frustrating. Regardless of their internal processes, the reality is that the item was not in the box when it was delivered. Instead of resolving the issue, the responsibility has simply been pushed back onto the customer.

What is particularly disappointing is that I have been a repeat customer, but that clearly made no difference when something went wrong. The case was closed without any meaningful attempt to resolve the problem.

Because of how poorly this situation has been handled, I will not be using Smyths Toys again. I will also be raising this issue with Trading Standards.

Under the Consumer Rights Act 2015, the retailer is responsible for ensuring goods are delivered to the customer. As my order was not delivered in full, I expect the retailer to resolve the issue rather than simply relying on internal warehouse processes.

Very disappointing experience.

Just wanted to praise the staff at your old kent road branch. Jade, Henry, Elvis & Paul. But especially the manager Bridget. Her customer service was exceptional. She was very easy to speak to, helped me select toys for my 4 children and helped me bring them to the counter. Also there was a incident at the store where children burst into the store looking to fight and I saw her standing guard at the entrance of the store. And extremely competent leader. I'd be happy to have someone like her to represent my company.

⭐☆☆☆☆ – The Goblins of Gringotts Strike Again

Well well well, here we are again. Another retailer happily taking payment with the speed and enthusiasm of a Victorian pickpocket, only to suddenly develop amnesia when it comes to the small matter of actually honouring the order.

In this case, Monster High dolls. Not the Crown Jewels. Not a moon rock. Just two dolls for in-store collection, clearly showing 3 in stock at the time I placed the order. I ordered 2. Not 7, not 27, not enough to destabilise the global supply chain. Two. A number comfortably lower than three, last time I checked.

Payment? Taken instantly, of course. Funny how that part always works with the slick precision of a Formula 1 pit crew. The money vanishes from your account faster than a politician’s principles. But then, some hours later, the order is suddenly cancelled, as if the dolls had been raptured into heaven or spirited away by the greedy little goblins of Gringotts for their own private stash.

And that’s the only explanation that makes sense, frankly. Because if you’re showing 3 in stock and I order 2, only for the whole thing to be cancelled a few hours later, then either your stock system is being run on a cursed abacus from 1847, or someone in-store has clocked the dolls and thought, “Not today, peasant, these are for me.”

The whole thing reeks of the kind of retail nonsense that makes you want to lie down in a dark room and let the walls take you. Don’t advertise stock you haven’t got. Don’t take payment if you’ve no intention of fulfilling the order. And certainly don’t dangle the carrot of “collection available” only to snatch it away like some sort of bargain-bin Fagin in a name badge.

It’s fascinating how these companies can take your money with military efficiency, yet when it comes to providing the item, everything suddenly becomes fog, mystery, and administrative collapse. The dolls, I assume, are now sitting in some back room being admired by a member of staff with all the restraint of Gollum in a clearance aisle.

1/5 stars.
They had 3. I ordered 2. They took my money. Then cancelled it. At this point I’m less a customer and more a supporting character in a low-budget fantasy film called Harry Potter and the Audacity of Retail.

Horrendous customer service in Smyths store Naas Co Kildare !!!!
Purchased my travel system and all my new born baby essentials spending approx €1,600 in total in February. I recently assembled my travel system and realised one piece was missing. Attempted to call the store approximately 10 times a day every day for 7 days and nobody ever answered the phone. I eventually found a customer service email address and spoke to a girl called Niamh where it was suggested that I would have to take my whole travel system back to the store in order to sort one missing piece. I explained that I am heavily pregnant woman and to make a 90 minute round trip and to load and unload a whole travel system myself was going to be unattainable. I did request that a manager from the store to ring me back but unfortunately I am still waiting on that call. I did eventually receive an email from a different customer service representative and my issue was sorted but I still can not get through to the actual store. Although the issue was eventually sorted I will never be spending money in this shop again if they can’t even manage to answer the phone. Seems to me they can take your hard earned money but can’t be bothered to answer the phone after that.

Broken packaging yet again on full price items. I decided to order from Sheffield Drakehouse for this full priced item £20 as the Meadowhall branch seem to always give you broken packaged toys.
I used the new click and collect and the order arrived quickly with damaged box and it looked like something had been forced into the box and it didn’t fit. Anyway I paid full price for this gift and the assistant shot off but I followed and got this changed but won’t be ordering for my 3 grandchildren again if the staff think it’s acceptable to present broken boxes items.

I have had generally great experience from Smyths both in store and online and they offer good value with regular discounts on goods.

I did have one issue with an order, but gave my order details and they confirmed quickly that there was a record of it leaving their warehouse, but not being delivered by the parcel company. As a result they immediately sent another.

Will definitely keep using.

I ordered a Lego set as a gift for someone and got it delivered to an In-Post locker (Yodel delivery) and when I opened it the locker was completely empty.
I immediately got in touch with In-Post and Smyths Toys Superstore and was disregarded. They told me they conducted an investigation into this and had determined that neither Yodel or Smyths was at fault and essentially accused me of lying. Refused to give a refund or send a replacement and didn't give details of their 'investigation' when I asked. Customer service was quick to respond but completely unhelpful.

Why does smyths not do preorders online, a lottery system or delivery Pokémon cards? People who have full time jobs and kids are not able to come queue at the store in the early mornings for cards. Impossible to get anything for the kids, and instead smyths are prioritising mostly people who will end up reselling for a massive markup.

Sort this behaviour out and remember who your customers should be.

Often visit. Staff in my local branches are always helpful and polite. Always well stocked too for all ages.

Pre-ordered a game it did not arrive on day of release and apparently wont arrive until 9pm the day after the release day. This is shocking services. Would never recomend.

Unfortunately their online service has gone downhill which is such a shame as this is our biggest toy retailer who stocks some fantastic items. Their boxes for online orders are so flimsy that it’s always a risk items will be damaged on arrival, and in my experience, they are damaged more often than not. They love Ai bots and use them for online customer service, however a real person can be contacted if you reply to the Ai bot asking for a real person and not Ai. Personally I would not purchase items online anymore as damaged items are common. In future I will only buy in store as I have absolutely no problems with them. Sorry Smyths, used to love you, but your cheap packaging, unreliable couriers and ai bots means no more online orders from me.

Amazing service from Muhammad, he was really helpful and explained everything detail fully.
All the staff were nice and really helpful.
I will definitely come back to this store for every gift I need in the future l.

Online service is absolutely terrible. Customer service email is a chatbot who simply reads off the tracking link, anyone can do that themselves? Shocking you cant reach an actual human when you’ve got a parcel thats been lost for 72 hours and all your correspondence is with Cody the chatbot on email.

Went into Aberdeen Beach Store to look at car seats for my 15 month old daughter on Sun 22nd Feb. Was thrilled to see they had soo much out on display as I really wanted to see it in person before buying. We weren't planning on buying that day, just popped in to browse as we were quite unsure what we wanted but we were approached by Diane from the baby room to ask if we needed help and she had SOO much information and expertise telling us the pros and cons/differences between each seat. She really listened to our needs. They had a dummy car seat she helped set up and showed us how to set and use the car seat, very thorough and felt like she really understood how important getting the right product was for us. We came into the store feeling overwhelmed after looking online and left with complete peace of mind we had a great product at a great price, Please pass on our thanks to Diane, she was 10/10, absolutely super. Our daughter loves her new car seat :)