Hamleys Reviews 

Visited Hamleys with my disabled daughter on Saturday and we took to the till 2 Disney Doorables - priced elsewhere around £7.99. I expected to pay around £20 at the till due to the 'experience' of Hamleys. We were charged £68!!! We left them at the till and the experience we had of Hamleys is that they are just a disappointing expensive rip off.

Slow to process orders compared to other toy stores. Courier delivered fine once they received from Hamleys. Compared to other toy stores e.g. Smyths, Amazon etc they have a long way to go to match up. I did receive the order of 2 x items although later than stated when I placed the order and I paid a delivery charge so I expected it on time. First time ordering from Hamleys because they had a sale item I wanted the other item I ordered I could have got from Amazon next day with free delivery. Most people shop online so they need to improve at pick and packing to match up to the standards of other toy stores.

I bought two of Hamley's own brand toys for my son while passing through St Pancras Station.

Both broke immediately, when fitting batteries, before my son could play with either.

Poorly made, overpriced rubbish.

I purchased a BEAR from Hamleys. It was not up to the standard of my previous purchase. I wrote a complaint, and Hamleys went full on to ensure customer satisfaction and sent me another bear. This replacement is the quality expected and is absolutely marvellous!

The website does not have live stock levels which is amazing for an organisation that describes itself as the best toy shop.
I chased my order after a week and was assured I was going to get all my items within a week.
A week later as no items had arrived I phoned and was told the order would be fulfilled.
I was told customer support staff are unaware of negative reviews so they live in their own little dreamworld.
A week later my order arrived, half had been cancelled.
Box was damaged but goods fine- customer service abysmal.

Ordered online, no order confirmation. Had to email to see if they had my order as after 10 days it had not arrived. I then got an order confirmation. Order finally arrived more than 2 weeks later with damaged items, thankfully fb online messages were answered quickly and refund was sent but I’ll never use again. Shocking really, a large company like this should have online ordering organized by now.

Hamley cheated me by making two transactions for one purchase. First they denied that they had received money over UPI. Which showed me a successful transaction immediately. latter I had to pay using my credit card to buy that product. Following up with their customer care they said they would refund the amount within 2 business days but there is no response from them. its been 5 days and there is no progress , I am calling them each time they say that it will take 2 days. I believe it is a scam and they keep the transaction amount without delivering the product irrespective of you buy anything and they will say "transaction timeout" .

Ordered 17/08/23 still not received.
Emailed me to inform me that most of the items are out of stock and will refund.
Very poor customer service,emails saying it would be dispatched within the week.
Will never use Hamleys toy store again.

Shocking waiting nearly 3 weeks for delivery, then find out only half my order has been sent, will never use again.

Absolutely terrible service still waiting for the items I got in touch with them after ten days to enquire where my items were , it was pretty obvious they weren't getting in touch with me , apparently they were having trouble with there suppliers, checked my bank my pending payment has been cancelled by hamleys no email explaining shocking deserve no stars

Purchased a big order in their summer sale 14 days later still no parcel and an automated refund

If I could rate any lower I would, reading other reviews regarding terrible service is correct. Ordered gifts for a birthday, nearly 2 weeks ago. Still waiting for delivery, I have contacted customer service, not very helpful really disappointed service from supposed to be the best toy company

Terrrible Terrible attitude. I placed an order online for over £70 on the 16th
NO email sent to confirm the order. Stated on the website that order should arrive within 3-5days having said that I know SAT-SUN isnt included. Also on website its stated 1day processing. This is absolutely untrue. Sent an email order confirmation only after I raised an issue. Then today(21st) I asked where is my order as no email has been sent to state whether the order has been processed or not. The advisor stated that it has been processed today! Maybe they should not be misleading on their website if it doesn’t take 1 day to process!!!!
They should keep the customers updated like other toy store. It isnt rocket science.

the whole store absolutely STUNK of bio ( WORST ON THE FIRST FLOOR) it was very Very hot hot inside . Coolers were off or not working . AC was definitely not on or also not working either . Just chaos and absolute madness inside.

It was an incredible experience to explore the vast array of toys representing various genres of film and popular culture. Hamleys offers an extensive selection, including well-known brand-name toys and accessories, alongside unique and specialized items. I was particularly fascinated by the themed chess boards, movie memorabilia, and the remarkable high-quality train sets and accessories - something I hadn't encountered elsewhere in a long time. Overall, it was an amazing and memorable experience!

Great range of items great staff

Placed an order, had items missing. Contacted them numerous times to get the item dispatched. 3 weeks later I am still waiting for the item. They have charged me the full amount and not refunded me. Asked for a manager to contact me. No response. Sent numerous email and called the customer service team who are as about useful as a chocolate teapot!! Ridiculous service, more like a scam. Bought more disappointment to my children than happiness. Buy from anywhere but here, otherwise expect to be charged and no product. Disappointed kids still waiting for their toys 3 weeks since order has been placed. Mother of 3 young kids has enough to do without having to be constantly sending emails to chase a product that’s been paid for!! Actually never had experienced such poor service ever before!! For a well established toy store this is really disappointing and very bad for the reputation of the company. But reading up since my experience, seems like there is a tend and my experience is not a one off!! Stay well clear… don’t be scammed like the rest of us. Order elsewhere.

Placed an order online. After 10 days the order had not arrived so I called Hamley's (according to their phone message "The Best Toy Store in the World"- obviously trustpilot thinks differently). Spoke with a lady who said the item looked like it was lost in transit - so she could offer me a replacement item or a refund. I asked for a replacement and she then said that the item was out of stock so I would have to have a refund. I have now ordered from elsewhere.

Really disappointing as this was a gift and not the customer experience I was expecting from such a famous retailer.

The lack of interest from customer service was a bit disappointing as well.

It turned out on the pay desk, that the price of a lego box was twice as higher that on the price tag. The cashier said "sorry, someone just mistakenly put a wrong label on this particular box". Then, I returned with a second box with the same price tag to the cashier.

The cashier, called out his boss, who quickly removed price tags from both boxes and proposed me a full refund (no discount or a free candy or a coupon, just a refund meaning that I'm returning my lego, they're returning my money on my plastic card).

I asked - how he is imagining the refund if I already promised the Lego box to my daugther who is just 4years old and holding this box in her hands, he blankly said "sorry" again, and added that he couldn't do anything. I ended-up buying this Lego for double price. Needless to say, that the same Lego set was much cheaper in my hometown.

I will never go back to Hamleys again and I recommend you to stay away from it. All toys are over-priced, the attitude is awful. I regret, that my daughter was listening to this conversation, luckily she didn't understand all the details. That was an absolutely awful experience.

BTW, when people leave the store a security guy asks them to show their receipts. LOL - Hamleys - Regent street, center of London.

Was surprised to read so many negative reviews. My visit to Hamleys with my grandchildren was an absolute delight. From the moment we stepped foot in the store, we were greeted with excitement. The wide selection of toys and games, catered to all my grandchildren. A hard thing to happen.

The staff at Hamleys were friendly and did their best to interact with the children. Have been delaying going to Hamleys for a few years, but it surpassed all my expectations.