thamesandkosmos.co.uk Reviews 134

I had a problem with the exit game the orient express and the company has gone out of their way to help and are replacing the missing part free of charge

Ordered a games box from Amazon that was missing parts on arrival.

Customer service team were super helpful + have offered to post out the missing parts free of charge.

We are so happy with the customer service provided by Thames and Kosmos, and delighted with the toy that we recently purchased. Thank you!

I ordered an EXIT game off of Amazon and one of the pieces of the puzzle was missing. It was the first time this has happened after years of playing the game, so I have contacted the customer service website and they replied in such a quick manner and even offered to replace the part!

Structural Engineering - Bridges and Skyscrapers is a brilliant product which gives an excellent insight into the maths and physics needed for these structures as well as providing practical experience in building them.
Nik was super helpful in sorting out some missing parts to our set, which has been well loved for over 5 years and is still going strong.

I purchased one of the company's games, which was missing some components. When I contacted the company, their response was prompt and they were very helpful in establishing what was missing. They then supplied the missing parts very quickly and free of charge. Overall, they were a pleasure to deal with.

Fantastic advent calendar, so much more than a simple chocolate one and so much more fun. We were all looking forward to opening the next day. Very cleverly put together, can’t praise it enough.

We have the Andor family fantasy game and LOVE IT!! The team work I see my kids show while playing this game is fantastic. They encourage, make decisions together and have loads of fun trying to win the game.

It is the best game we’ve played so far and excited to try other cooperative games

Great support from the company on a missing piece from White Castle- responded promptly and get me the missing piece- by the way WC is an awesome game and great value for money..imo.

Fun game... and very good customer service indeed. I can see these escape game advent calendars becoming a regular part of our Christmas! Many thanks indeed to Nik.

Very speedy and helpful response from Nik Neale when there was a misprint in one of the books.

I lost the instructions for one their advent calendars three years ago, and it has sat taunting me ever since. I finally got round to emailing to ask if they could possibly send me a digital copy and they immediately sent out a physical copy. They were obviously under no obligation to help me at all (entirely my fault, and so late after the purchase). Fantastic, speedy customer service. I am thrilled!

Bought one of their Exit Advent calender and found books and coder missing. Email them and was contacted by Lauren from American customer services who then put me in contact with uk depo. Got message from Nik who sent me pdf files for the missing items but then also sent me hard copies in the post which arrived in a couple of days 😊 great customer services response and having great fun doing the advent calender.
Glen

We ordered the calendar in October, the English version, to do it as a family. When we opened it today, December 1st, although the calendar itself is in English, the two booklets that are required are in German. That was an unpleasant surprise, and of course the website Amazon sends us to for filing a claim and explaining the problem doesn’t work! (The captcha doesn’t work).
after finding an email: we received the booklets in English as PDFs. Great. We open the first box… all the clues are in German. So after printing around 50 pages ourselves, it’s still unusable.Offering the calendars in English is great, but everything needs to be in English, otherwise it’s misleading advertising…

I cannot praise Thames and Kosmos to highly after they dealt with my question. I sent a question in to them about Gecko Bot 2.0 which was sold out everywhere and I needed to replace after it was stolen in break in. I asked if it would be restocked or where I could get one and had an answer within the hour. Jane who answered my question was so helpful and sorted out the problem within 2 hours of the initial inquiry. I cannot praise Jane enough, Friendly, efficient and helpful above and beyond her duty Jane is a credit to the company.

I bought the Silent Storm Calendar for my family, and this is the best Advent we've ever had! It unites the Family in solving the puzzles. The puzzles are not super easy and are not hard to be discouraging - just enough to spend 10 minutes reading the story, thinking of the solution and checking versions. We had a Story Book missing but the 'Thames and Kosmos' team sent it to us within 24 hrs - so we didn't miss anything and are now fully enjoying the experience.

Excellent communication when emailing the support team (and prompt). Have been gifted the Simple machines set which was missing a couple of pieces and have been send the missing bits for free :-) My Kids love building the different machines, occupies them greatly, they've pulled and pushed allsorts!

We had an issue with our "Exit the Game Advent Calendar" where we were missing the story book. I contacted Thames and Kosmos and had a response within 12 hours with a pdf of the book so we could start the advent calendar on time, which was a great relief to my 10 year old! I was very impressed with the quick response and fix. Thank you Nik for your help!

Answered in less than an hour. Sent me a pdf version of the incomplete booklet, which was exactly what I needed for my EXIT Advent Calendar. I didn't expect it to be so efficient. Thanks a lot!

I purchased the roller coaster game from a charity shop for my grandson but unfortunately the cars were missing. I contacted the company and within minutes Jane answered me and dealt with the query so proficiently that I was amazed at the service I got from her. The missing cars are now on their way to me. This company excels itself in customer satisfaction and I cannot thank Jane enough for sorting this, well done Thames and Kosmos.