Smyths Toys Superstores Reviews 

Awful company. Sold me an unsafe playpen that injured my baby when she got her ankle wedged in one of the gaps. Told them about it and they continue to sell the product. Told me it isn't a manufacturing issue and they refuse to refund me. Disgusting.

Tried to redeem a gift voucher as part of an online order.

Was charged the full amount, despite this “customer service” insisted they had not take. The full amount.

When I told them they were wrong they then told to seek a refund for the voucher value once I have the items in my hand.

Absolutely disgusting.

Dave.

This company should restock more toys especially hot wheels and but staff are nice but a lot of toys or their products in the shop is ruined or broken so I mean if you like toys and want a big place to shop this place is for you but let you know they don’t restock that often .

We purchased a travel cot, unseen from Smyth's toys Tamworth and went back to return it as it wasn't fit for purpose, we even asked the staff if they'd put their kids in the travel cot and they said no - and then the manager, Lewis, helpfully added "well I wouldn't put my kids in a travel cot", he was incredibly rude and sarcastic and prompted me to complain to Smyth's via the website, where he then banned me from behind the customer service agent.

Compare this with a recent experience buying a travel cot from Amazon, we returned it the next day no issue.

Yet another company who does not have customer service, i have had an issue with an order i placed with smyths toys online. I have tried phoning their customer service number which dose not work and i have also phone multiple smyth shops and no one is answering and when you use their form it send you straight to an Ai automated answer. I have also sent messaged to all their social media platform but nothing in return. I have asp tried there head office and now answer either. What an absolute joke of a company. Will not be buying anything from them again or any other company where you can speak to a human being.

Products good but absolutely shocking customer service. Ordered a cot and mattress, the mattress didn’t arrive for a week after the cot. Had to chase daily, broken promises of delivery by DHL. Cannot speak to Smyths you talk to an AI chat box. Never again will I use this company, should have gone to John Lewis & only used as website said order before 10pm for next day delivery but even that was incorrect as have to pay extra, was not clear - very very disappointing experience

Dear Smyths Customer Service,

I am writing to formally complain about my experience at your Smyths store regarding the Pokémon “Ascended Heroes” stock this week. This situation has caused significant distress to myself and my children and has left us extremely disappointed with how we were treated.

For the past two weeks, I have been visiting Smyths daily in an effort to purchase this item for my children, as it is limited to two per person and sells out quickly. I closely monitor your website stock updates across stores within a 10-mile radius.

Last week, I missed the restock by minutes. This week, I was determined to try again.

Earlier in the week, a manager advised me that delivery would be arriving in the afternoon and that stock would not be available until it had been scanned in. Today, after seeing multiple nearby stores receive stock and sell out rapidly, I returned to the store at approximately 2:30pm with my daughter and son.

A member of staff outside informed us that the delivery had not yet arrived. We waited outside for around 30 minutes. I then went inside to politely inform staff that we were waiting, only to find that the delivery was already present. The manager then stated it had “just arrived,” however we were parked facing the entrance to the retail park and had not seen any delivery vehicle arrive during that time.

My daughter and her friend were then told it would take around an hour to scan the stock in, and we agreed to wait patiently.

Shortly afterwards, I was asked to move away from the till area as it might appear that I was being served, despite the store being empty. I did so politely and without issue.

Around 40 minutes later, I politely asked a staff member who was scanning items if the Pokémon stock would be scanned last. He responded aggressively, raising his voice and speaking to me in a hostile manner. Another staff member wearing a headset commented that “yes, it’s not fair I agree,” while giving my children and I an unpleasant look.

After a further wait, a staff member approached us and stated that what had been put out was “all they had received,” which did not include the Ascended Heroes stock. I explained calmly that I was part of a group tracking stock nationwide and that every other store had received this item. At this point, the staff member became verbally confrontational in front of my children, accusing me of calling her a liar.

I remained calm and simply stated that she should not speak to me in that manner. The manager then intervened and stated that they could withhold stock until Friday “if they wanted to,” and that if I did not leave immediately, I would be barred from the store.

This entire experience was deeply upsetting, especially for my children, who were present throughout. We came to buy a children’s hobby item and were treated with hostility, intimidation, and disrespect.

Additionally, I overheard the staff member scanning the stock say that he believed his brother “wanted two as well.” Given the two-per-person policy and the earlier behaviour, this raised serious concerns for me about how this stock may be being handled.

I would like clarification on the following points:

• Why were we told the delivery had not arrived when it had?
• Why were we made to wait over an hour only to be told the stock was not there?
• Why did staff behave in such an aggressive and unprofessional manner in front of children?
• Why did the manager threaten to bar me for calmly asking reasonable questions?
• Why was the store website showing stock rapidly decreasing while customers were told none was available (as also reported at Stockport)?

This experience has completely put me off shopping at Smyths. I will now be taking my children’s Christmas and birthday shopping elsewhere.

I would appreciate this being investigated properly and a response explaining how this situation will be addressed.

Yours sincerely,

G S

Me and my partner were shopping for a pram and a car seat for our first baby in Westwood retail park. We received the most thorough and amazing help from a colleague named Geoff, he helped us save money, helped us install the car seat and was just overall very knowledgeable and friendly. Give this man a raise! 🤣 We cannot express our gratitude 🙏

Preordered a product to collect from store, said item missed the estimated time so contacted customer support to resolve it.
Ai told me of incorrect delivery date as warehouse showed stock, humans then responded but still felt like Ai robot responses. Advised to cancel and re order for home delivery to then find my local store had it the day after. Agents couldn’t give and notion on store delivery or any real estimated time. No compassion, no care. Will avoid in future.

Absolutely brilliant, everyone was very kind and helpful , can’t say much more , just excellent service and I would give more stars if I could , definitely recommend !!

Really disappointed with my visit. Lack of basic skills in terms of customer service. Low availability, long queue and terrible attitude from staff and management. Not recommended.

Take stuff off the website if it's no longer available it's so annoying keep clicking on things and their is no stock and it's not just a few things it's hundreds it's a waste of time.

I have always loved Smyths - the stores are huge and well stocked, and when I order online my deliveries always arrive quickly, postage is cheap, and products as described. I’ve never had an issue with Smyths and I have been a customer for over 10 years. Genuinely shocked to see such a low star score on here.

Before Christmas we had a parcel from Smyths due to be delivered. We live in a little village on the main road with not a lot of space from the front door to the main road.

Luckily I was in, as the door bell rang around 6pm… I had my 6 month old baby in my arms, I went to the door straight away as I knew the package (which was a large item worth nearly £100) was due to arrive. The series of events that unfolded was unimaginable.
I opened the door and the packages had been dumped on the front mat and the disgusting human being of a driver was walking off to get back in the van. I said to him “excuse me but next time don’t leave things on my front door step, it’s a busy road” to which his response to come back over my front wall, yell in my face and snatch the big box off me. With my baby in my arms I let go but what followed was a display of disgusting behavior… my dad who was visiting and over 65 tried to take the package back off of him. To which he doubled down and grappled with my dad not letting go of the box. He’d already marked it as delivered and was now trying to take it back! The struggle got so bad that he twisted his body and shoved my dad over the wall and into the main road!!! If the van hadn’t been blocking the traffic, he most certainly would have been hit by a car!

I handed the baby to my mum, and went out to help. I was now fighting to get the box off of him, whilst he was shouting and pushing me.

Whilst this is happening, my 3 year old is crying at the door because he looked like he was hurting me. He subsequently had bad dreams for a few nights following this and kept asking me “the bad man isn’t coming back mummy” Seriously?!! Pushing me is one thing but making a child being frightening? Inexcusable.

This vile cretin still works for inpost / yodel. They have “investigated” and don’t see any wrong doing because there’s no evidence. My ring door bell didn’t face the incident, so him dragging my dad and the box over the wall in a rage and breaking the wall wasn’t captured. I’m now being made out to be a liar when I have sent videos of the sound where you can hear what’s happening, a picture of the disgusting man with his eyes popping out his head in rage and the damage caused.

I’m now being brushed off. I will not order from Smyths, who are a CHILDRENS toy store because they use inpost/yodel to deliver their products. Any other company that I know uses them won’t be getting my custom either for fear this man will come back to my house.

I want people to be aware of the type of people they employ, and that when wrong doing is done, especially to this level, that nothing will be done. No accountability AT ALL. Disgusting

What a shame we have this instead of toysrus

The employee forgot some of my items and didn’t even give me a receipt so I could prove it! I am mortified

So today I had an opportunity to return a gift that I ordered which was incompatible with my child’s toy.

I received it from their warehouse wrapped in sellotape to other items and made their customer service team aware of this before I brought it into the store. The product is completely sealed in its original packaging and wrapped in sellotape which was done by their warehouse staff!

Apparently the manager at their Cork Store in maylor street doesn’t accept back fully sealed items even with a proof of purchase and proof of the way it was delivered in the fashion it currently is!!!! She was exceptionally rude, argumentative and overall completely arrogant when I was trying to prove the way it was delivered to me. Her response was “you didn’t purchase it from my staff in maylor street so it’s not our fault” ! I wasn’t aware Smyths Toys in Maylor Street is a separate entity to Smyths toys!

I would encourage anyone considering purchasing anything from this company don’t! They are the most unprofessional scam artists I have ever encountered! They will use any excuse to refuse you a refund or credit not even when you have irrefutable proof to disprove their fraudulent claims!

They are complete scam artists!!!

I always find my local store, well stocked and inviting for children. There’s also some great deals on. Staff can be abit few and far between in the Cheltenham store.

Purchased something from Smyths Toys online, and when received the packaging was crushed and the item inside was damaged. The external box has a clear footprint on it where someone has walked over it.
I ordered online as I didn't have time to go in store. Contacted Smyths Toys using their online form, on for an AI bot response (states in the email) that I have to go into store to replace it. The whole point of ordering online was BECAUSE I didn't have time. It was needed for that weekend as was a present

Contacted them by email, and it's been a week and still no response.
Absolutely shocking customer service, will never use them again.

Every delivery is received damaged, Yodel aren't wholly to blame as Smyths are using really flimsy boxes with no internal packaging. Returns labels are via DHL and my nearest DHL drop off is 75% of the distance of the nearest shop, which isn't close ! trying to return anything is a real hassle. Unlikely to buy online from them again