Hamleys Reviews 

No order confirmation for order before Christmas, also order via a TopCashback link which is the reason I purchased my items through them only to find they've declined the payment almost 12 weeks later.

Please please don’t buy from them
I have used there free posts returns address and despite loafs of attempts never received a refund of £75 totally unacceptable
Please be careful

Sold me a car for £35 that was faulty. Didnt acknowledge return of the car and refused to refund the amount. Absolutely shocking. Had to follow up multiple times to request a refund even though i posted the broken car back upon their request to their provided returns address. Quite embarrassing for such an established company.

Worst service and behaviour of store manager and ego attitude showing to people worst behaviour pride using bad words

Really disappointed with the customer service from Hamleys. We purchased some glitter tattoos with my daughter’s Christmas money. They didn’t work and so I sent them back to the shop. I sent them a screenshot of my account and photos of us being there to prove that I purchased them. They kept the product and have never refunded me (despite countless emails in the last month). They obviously like ripping off 6 year olds. I won’t go back.

I ordered some toys for my daughter's birthday they was on offer but from the price they was reduced from I thought they would of been good nope the shopping trolley handle bar broke within the space of a second her plush kissamal is meant to make sounds changed the batteries don't work and the dresser set 2 in 1 kit has missing parts like how you gonna send me nearly all my items that don't work then expect me to print out a form and send everything back it should of been working and no problems

experience wasn’t great but Hamleys apologised and rectified immediately.

I visited Hamleys with my 18-month-old on New Year's Day. As a child, a trip here was a treat and a magical experience. Having family in London, we visit often and intended to make this an annual trip to treat our son to a new toy.

Unfortunately, the store itself seems tired and run down these days. There was only one lift working, causing frustration for parents with strollers. We also heard comments that the lift had issues during another family's previous visit.

Upon reaching the 4th floor and selecting our items, we headed to the checkout, expecting a positive experience. However, the Hamleys employee serving us didn't greet or acknowledge us. Instead, he loudly conversed with another employee on the shop floor, using inappropriate and racial language during our transaction.

I felt compelled to bring this to a manager's attention and made an in-store complaint. Unfortunately, I wasn't provided a way to follow up or make an official complaint. In response, I emailed Hamleys directly, seeking updates and assurance that the issue had been addressed.

The prompt response I received was not what I expected. Hamleys informed me that complaints are private matters and not disclosed outside the store. This leaves me with the impression that the matter hasn't been taken seriously.

Needless to say this will no longer be a place to visit on our list.

I ordered a variety of toys for xmas presents, a doll which didn't do what it said on the box (close it's eyes when you remove the dummy) also dead batteries installed.Secondly, a remote control motorcycle which lasted all of 5 minutes on xmas day it decided to lock its wheels and stopped. On return to the store I had a major issue trying to get a refund as I couldn't get my receipt up on my email due to the poor wifi reception in Hamleys Westfield. I had to return to the store the next day with a screenshot to get a refund! Poor customer service even quite clearly the toy was of poor quality. One disappointed little boy on xmas day!

I should have read the reviews before ordering, however I could not find the doll that my daughter wanted. I order it long before Christmas, with estimated delivery before 14 Dec. I started to chase them on the 19th, I got only one reply back with the tracking number from the delivery company, but the delivery company did not receive the product even today. I have chased them for an update, I have requested a refund, but no one replied. That email address for customer services is useless, worst experience ever, especially when it involves children. Not sure why they are calling themselves biggest toy company, you could find the same products on Amazon or even Ebay. I would not recommend this company for ordering online and, as a suggestion, Hamleys should look into who is in charge with logistic if they really want to stay online.

Hamleys toys are some of the worse quality available. The drone that cost £90 (you can buy it much cheaper elsewhere) feels like a £10 toy, it’s hard to use and the propellers lasted 3 days before they all fly off and won’t stay on.

The wall crawling car that follows infrared is awful, doesn’t follow the beam at all and doesn’t move on the ceiling only the walls. Again it feels like it should cost less than £10 but in reality it’s £40+

And the nail art set cost £40 per box, something that’s not advertised at the display, for obvious reasons (no one would pay £40 for it unless you’d got it to the till in front of your child who suddenly loves it)

Obviously it’s my own fault for buying this cheap tat, but you get caught up with being in the store and you believe the lies of the salesmen who say these things work real easy.

Hamleys experience is something worth seeing because of the scale of the store,
But honestly you’d get better quality toys in home bargains.

Beyond poor after sales customer service from a managerial level through the rest of the staff. So far, they have provided incorrect information about their refund resolution process. And advised information and 'next steps' over the phone/ email which is completely different from the action taken.

I have been trying to raise a refund which has now become a convoluted dispute, because all information the customer service team have provide do date, has been wrong and miss guided. My claim has not been taken seriously and I have not been listened to which is incredibly frustrating.

Poor experience. Also found it very disappointing, they over charge by 50% as a minimum.

Had ordered 2 sets of alkaline batteries along with other items. Both arrived on same date/consignment, but in 2 separate boxes, each battery pack in bubble wrap, boxes taped with Hamleys printed plastic cello tape. Such collosal waste of single use plastic!!

They sent us a wrong order. The name on parcel was ours, and the order inside was for a different person. I asked customer service to collect the wrong order, and they told us to go and send the order back ourselves and pay for that! For their gross negligence, when they disclosed the customers personal details, sent the wrong order. Unbelievable. I sent this present for a newly born baby, and now a mom, who gave birth a coule of weeks ago, has to go to post office, in times of viruses, to rectify their negligence, after her personal details were compromised. Do not pay money to this company, Somebody, who can do this, do not respect their customers and can't be trusted. Hamleys lost their reputation.

Badly let down by hamleys. Ordered in time for Xmas delivery, been chasing order all this week, tracking on the website useless, now just informed my order won't arrive till 2 days after Xmas. Well that will cost them as it will be returned as too late. UPDATE - did receive order in time for christmas after all, thank you hamleys, however the tracking and the website really needs an overhaul

Having read a lot of the other recent reviews I feel lucky to have today received my order.

Order placed Dec 13th (received order confirmation)
Delivery tracking ID provided - Dec 21st (9pm)
Order Arrived - Dec 22nd 2pm

Absolutely zero communication outside of this. Poor customer service responsiveness on Facebook and phones.

Like others I would never have thought to check reviews, thinking that a well known toy retailer would have their s**t together at Christmas time but, I was clearly wrong.

Would be very difficult to shop with Hamleys again, especially for any time sensitive purchases.

Do not buy from this company, ordered presents for christmas over a week ago, still not dispatched and constantly fobbed off on phone saying its in warehouse dispatching, been saying same since monday morning. Now they have the phones switched off, facebook contact takes forever and a day, still waiting on reply days later unbelievably bad customer service twice you have screwed me over with orders. This was the second chance i gave them them never again.

Useless. Paid for nominated day 22md dec for my sons Christmas present. After receiving no calls or emails I called the and they've told me it might be delivered 23rd or 24th and can't guarantee it will arrive before Christmas. I have no choice but to go and buy another one today. Useless!!!

An online order placed on 16 December, well in time for their stated delivery window. The online portal wasn’t able to show tracking, so emailed customer services to ask them to either unlock the account or help with delivery details. Only for them to state they’re running behind and haven’t yet even processed the order in a polite but wildly i considerate email, suggesting I’m welcome to buy elsewhere if I want as they can’t guarantee anything. Disappointed. Never thought I’d have to check reviews for a business like Hamleys.