Warner Bros. UK Reviews 20

Ordered a Richmond Football shirt nearly 2 weeks ago and have not had a confirmation email, no shipping email, no correspondence at all.
I've tried to contact them and there is no response whatsoever.
Happily took the payment instantly but now I cannot find out anything about my order, where it is or when I might get it.
AVOID at all costs.

Really good experience with WB Shop UK - Ordered a rare Lord of Rings iPhone case. Placed my order on Sunday and it was delivered by Royal Mail by Thursday. Item is amazing and was packed well. Thank you!

One of the worst online shopping experiences I've ever had. I ordered two t-shirts and a Funko Pop on 17th June. One t-shirt arrived about 2 weeks later, but no sign of anything else despite the order shipping together (with the t-shirts bundled as one on the tracker).
I attempted to contact customer service on 3rd July to ask for an update as the tracker hadn't changed. It took two emails and going through their chat bot over 2 weeks to get a response from them on 15th July. They said they were busy and apologised, and advised that after resolving stock issues my order would be on the way to me in 3-5 business days with a fresh tracking link. I'd at least received the Funko Pop by now, but I was still missing a t-shirt.
I waited 7 business days before reaching out again advising that I would now like a refund, as I'd not received a t-shirt or the promised tracking link, and it was now about 6 weeks since I'd placed the order and dealt with abysmal cusomter service contact and false promises. It took them another week to respond to me, advising that they were sending the t-shirt out for me, ignoring my refund request. I had to contact them AGAIN expressing no desire to carry on the charade and to process a refund immediately, which they finally then processed for me.

*** UPDATE 25/08/2025 ***
Despite the initial total lack of response and action, communication did begin and my refund was completed promptly and efficiently. I have adjusted my score accordingly.

Original review follows:
Unfortunately, like many others, there is zero customer service on their site. I have e-mailed twice requesting a refund on a pre-order, with no response other than "your ticket number is xxxx". If you try and open the ticket you are asked for a password that you don't have, and the 'request password' function does not send you the necessary e-mail.

If an item is in stock and you want it, by all means order. But I would absolutely not recommend pre-ordering from them on the off-chance that you change your mind, or find a better deal elsewhere.

Do not order from these guys. There's no way to cancel an order and no number to call so I've emailed multiple times and received nothing in reply. I placed a pre-order well over a month ago and asked if I could cancel it a couple of days later. I'm now stuck with the order (which still hasn't been processed) because there's literally no way to get through to them. Useless.

contact at wbshopsupport co uk
#Resolved#
I have (12/9/25) updated my review in light of a very helpful person (or AI see Zendesk) who assisted with my return and refund. If you require to return and have difficulty doing so via web site options. Do contact support as shown above. Also do check the address is correct for yourself.#Resolved#

I am halfway through a return and their email delivery system is now unreachable! I'm unable to continue to respond to their request as Delivery Status Notification (Failure) and email not delivered!

Use HMV as this is awful.

No orders in "your" account show as dispatched or received. This means if there is an issue you are unable to initiate a return, as it never shows as delivered. Their Contact Us link is broken too, "contact-us"
Basically, they'll let you run-around to dead ends hoping you'll give up. And "Shop" want's too much access to your email account. Overall, not worth buying direct from. Whilst entering this review Trustpilot has an option to contact WB's, a contact I couldn't find on their website, so I'll also raise this issue direct and see how it resolves. This hasn't been straightforward! If you start a review, at the bottom there is an email address for Warner Bros UK Shop. No need to post the review, just get the email address.

Warner Bros UK Shop at shop.warnerbros.co.uk - dreadful, avoid at all costs, zero customer service, they are total scammers. Would leave zero stars if possible. I ordered £78 worth of gifts for a birthday, site said it would ship within 3 days, but after 2 weeks I got nothing. They refuse to respond to emails, the Shop app just redirects you to try to buy more stuff, the Bot is little help, there is no cancel or refund option, no way to call. I now have to go down the difficult route of trying to report them to MasterCard as fraudulent, and get my money back that way. AVOID AT ALL COSTS.

I have to agree with the other reviewers on here unfortunately, this has to be one of the worst online retailers I have dealt with. I wanted to cancel a pre order but no one replied to any of my many emails i sent them considering this is Warner Bros, in the end I had to get my bank involved and only then did they reply. I cannot emphasise enough to avoid buying from these until their customer service starts to consider their customers, you have been warned.

Tried to placed an order from their UK shop (3 T Shirts, one hoodie). Upon check out shipping was calculated at GBP 20.00 for a 3-5 days delivery service. Looked for any shipping cost information on their website, none was available. E mailed their costumer service, received a template e mail response pretty much blowing me off, advising me that their shipping costs are calculated on case to case base depending on the courier they will be using, listing their couriers as UPS or DHL.
Now I decided to check the couriers directly. DHL charges around GBP 9 for a 5kg package - this is for next day delivery, and private customer, not business rate.
UPS charges roughly GBP 15 for a 5kg package. Again next day delivery, private customer, not business rate.
From that I am concluding they're taking the p***, overcharging massively for UK to UK delivery - in addition to their already rather pricey items.
As a reputable company, their range of shipping cost - as well as couriers used, should be available on their website. And whilst I don't expect free delivery, I do expect reasonable delivery fees within the UK.

Ordered a switch game from their shop directly, it was 'shipped' the next day with a royal mail tracking number which didn't work.

Waited 15 days with zero Comms from support, contacted royal mail to find out they never actually shipped the item. Had to request a refund from my bank because they weren't responding to my support emails AND ONLY THEN, after my bank had charge backed the amount, they thought I was relevant enough to respond to, where they offered a refund or replacement.

You're better off spending more money elsewhere than buying from this website.

I never thought I'd be doing a positive review of the Warner Bros. Shop after seeing all the negatives but my experience has been extremely positive. Ordered 4 x 4k Blu-rays on Friday, delivered the following Tuesday with emails notifying me of the progress of the order. The movies were securely packed in a medium sized box and in that box there were another two blue Warner Bros. boxes containing the movies in perfect condition. Not only that but I received a 15% discount on my first order and the items were already in a sale. Ended up getting each 4k Blu-ray at a great price with free delivery. It's true that I didn't see the progression of the order change from unfulfilled to fulfilled until the day of delivery but that's all. Didn't have to email them so no experience of the customer service. Maybe I was lucky but all in all I'm a very happy customer and will certainly shop there again.

NO COMMUNICATION from this DREADFUL company.

I ordered an item and wasn't given the 15% discount for applying for the newsletter when i paid by ApplePay. I IMMEDIATELY contacted them to let them know and ask what to do. NO REPLY. I then emailed again to say I would re-order and use a different way to pay and for them to cancel this original order. NO REPLY.
I re-ordered and received the correct discount. I now have 2 of the SAME BOXSET on order...
I again emailed to say I had re-ordered and to have the original order cancelled and was informed the order had been placed and couldn't be changed (EVEN THOUGH IT HADN'T BEEN DESPATCHED)
I now have two identical boxsets (costing £76.50 and £89.99!!!) Have tried three more times to get return information.
NO REPLY

ABSOLUTELY LUDICROUS!
NO CUSTOMER SERVICE whatsoever.

**USE WARNER BROS UK STORE AT YOUR PERIL**

Email them so many times don't bother replying and not even send my order scammers

Made an order for an exclusive ted lasso funko pops. First they sent me a sticker instead of the funko pop. So had to contact them and they said they would send out the correct item. So I receive the correct item but they sent it in a box not big enough and the funko barley fitted in resulting in the funko box being torn and squashed, now this is a collectible item so wanted in in good condition. Warnerbros response was awful. Basically saying they won’t do nothing and won’t replace the item as the funko box is packaging and the figure is the item. Absolute jokers. Wouldn’t order from them again

I pre-ordered Barbie Blu-ray+DVD+CD Film Collection on 13th November for release on 4th December. It did not ship until 22nd December, yes December after two emails to query where is my order which both basically said "We have reached out to our vendor asking for an update. Upon hearing back from them, we will notify you". Nope, never did get back to me, all of sudden on 22nd December the item is shipped and arrived today, 27th December, effectively 3 weeks late.

Whoever runs the WB Shop needs a kick up the wotsit to improve not only shipping times but customer service. For me, I will avoid them at all costs and only use them if there is an exclusive item only they stock.

Order#WBUK30479

Shocking. They took my order, waited a week, and THEN emailed me to say they were out of stock. This is outrageously bad. If it was out of stock, why not tell me at the time? I'm fine with goods being out of stock, but I expect to be told that when ordering, not a WEEK later. Especially so close to Christmas. What is wrong with these people?

Absolutely appalling customer service from this online store.

Advertise "free delivery" for Blu-ray purchases and then charge £4.95. Argumentative customer service response when questioning this, and then have the £4.95 refunded with no further communication from them.

If only that was the end of the matter.

The order was for an item not released for another 4 months. They had debited my card immediately upon order. Then release day came and - they cancelled my order.

This was a limited edition set which obviously they had oversold and then could not fulfil on release day - yet loads of copies are now on eBay at inflated prices.

Disingenuous cut-and-paste replies from customer service if you ask a question.

Truly appalling that a brand like this is let down by an utter disregard for customers. Sit on my money for 4 months and then cancel on release day.

Spend your money ANYWHERE else than with these charlatans.

Order number WBUK16339 paid for pre order in February for 100 years 4 k set 300 worth and release date 9 th oct item never arrived treid emailing no reply opened a support ticket on there website and just gets closed with no reply and as it’s over 6 months can’t make a claim complete rip off merchant and as others have said it’s not even run by Warner in the uk it’s run by a American company called snow commerce unless it arrives this review will remain or a refund

Ordered 2 Batman tees, when they arrived they were horribly small for 2XL (no size guide on website), emailed in 3 times for a returns label, never got a reply. Funnily enough I did get a refund within 6 hours of opening a PayPal dispute against them. Would recommend you go elsewhere for merch, cowboys over here.

It’s unbelievable how bad this site is, I’m actually at the point I’m not sure if it’s a scam website.

Ordered over £250 of Ted Lasso merchandise and nearly 10 days later all I’ve received is 5 mugs of which because not packed properly 2 are broken and I can’t get a response through the website or complaint tab on the website, absolutely disgraceful