Smyths Toys Superstores Reviews 

Ordered a pool for my daughter, it was shipped very quickly and delivery instructions were given to DPD to deliver the parcel to the inside of my porch. The parcel was left outside on the path and apparently this is acceptable by both Smyths Toys and DPD. The parcel was in full view and was subsequently stolen. Proof of delivery shows the parcel is left outside on the path in full view. Smyths refuse to refund or resend. Utterly disgraceful. Customer service is awful. Nobody willing to speak on the phone. Will not use again in the future and would advise anyone I know with kids the exact same. I have very disappointed 5 year old who hasn't got their pool which was bought with their birthday money.

Purchased the 9ft foldable pool from Smyths Toys and have only had it up for 2 days (26 May 2026), but we’re already needing to patch it. We didn’t notice any obvious holes when setting it up, and the kids have only used it normally — no rough play or anything that should have caused damage.
On top of that, the water turned green incredibly quickly, and today the kids complained of sore eyes and a bitter taste from the water, the sides are made of some sort of thing board and are the cause of the green bitter taste. Over the two days use it has been maintained properly. Really disappointed overall, especially considering how little use it’s had.
Wouldn’t expect a pool to start failing after just a couple of days.

AVOID AVOID THIS STORE Would rate this company a zero if I could.After a rude member of staff took my money and then proceeded to tell me the item was out of stock without checking the stock first was not all apologetic, so I spoke to the manager Lacie who was just as bad and felt it was appropriate to roll her eyes at me after I told them I had used the money to buy a out of stock item which was for my children's present and as it was a card payment I would have to wait for the money to be returned for there mistake, there was no apology just a lack of manners and eye rolling.Disgraceful behaviour unfortunately with so little time a friend sent me the money to buy another trampoline and another member of staff brought the trampoline out shoved it in front of me didn't ask if I would need any assistance and walked away.The rude teenage girl who served me originally then drove past me in the passenger seat of a car and politely in front of my children and grandson gave me a rude gesture which the manager was not bothered and basically looked more bothered because she had to come out of her office.This is the store in Lincoln at Valentines retail Park AVOID

My Daughter ordered £99 trampoline on the 18.5.26 for her daughters birthday it stated it would come on or before the 21.5.26 we received half of the trampoline on the 19.5.26 which we thought was the hole thing so you can imagine the granddaughters disappointment and the tears we had to put up with. so my granddaughter birthday as been and gone and were still waiting on the 28.5.26 for this to be delivered and to top it of it as now gone down to £85 daughter as emailed with no reply yet received phoned every number we can find to no avail absolutely disgusted

I took a game back to exchange in hedge end store. They said their policy did not allow it although claimed the manager could override that. My boy cried becauee, the store manager would not overide it. My boy says todays a bad day. Now she has a bad review a complaint an unhappy customer that will never use Smyths store again. If your reading this review i urge you not to use Smyths Toy Store. Treat other as you expect to be treated. Treat others how they treat you.

Done a click and collect order. Stupidly I went to the store before I received a ready to collect email as I wasnt aware I d have to wait for that email. I picked up a game inshore to buy also. Had my finger inside the packaging carrying it. I went to the desk to show my email and as I did the checkout clerk yanked the game off my finger hurting it, I said ouch out loud as I wasnt expecting him to pull the game. He totally dismissed me looked at my phone amd said your order isn't ready you haven't got the email to say come get it. As he did a man came out from the back and said my surname and said he had I there ready. The man who hurt my finger said no she has to stand back and wait for the email. The "nice man" laughed and said why does she i have it ready. Next minute I got the email he agreed to give me the item I reserved. By god with him behind the desk it would turn me off ever going back. No acknowledgment for yanking my finger so hard and on a total power trip

I had an awful experience on 22nd May evening aroud 6:30 at the Romford Smyths Toys. I went to collect an online order and also purchased two additional items in-store. As I was leaving, a security guard stopped me to check my bag. The receipt only showed the two in-store items, as the third was my click-and-collect order. When I explained this, his attitude completely changed. He looked at me as if he had already concluded I was a thief, and rudely demanded to see my online receipt. I told him to verify the order at the customer service counter, but he aggressively insisted on seeing my phone.His demanding and disrespectful tone felt deeply rooted in racial bias. After a heated argument, he finally went to the counter, where staff confirmed the item was indeed a click-and-collect order. Even after verification, he refused to return my bag, continued to argue, and threatened me. I eventually had to pull my bag away from him while he tried to yank it back. This insane, reckless, and racist behavior is completely unacceptable. I demand a formal explanation and an investigation from store management, or I will take further action.

Website says 1-2 days delivery. Then after you pay they give you a delivery date 8 days away. No reply to form contact, no phone number to call. Then they send an email saying it's been sent AND delivered but DPD says they've never received the packet from Smyths. Still no word from Smyths. Will not be ordering from them again.

today was the first time i shopped here. Mainly for things for my visiting grandchild. Claire was very helpful in finding me what I needed and advising me as well. Not the most expensive bits but what will work for me.
The till personw as able to find me help in getting the stuff into the car. I thought I had stepped back in time! When stores did the right thing.

5 stars. Package arrived next day. Really happy with item and service.

Never ever buyin from there again. They sand me a paper toy and it was torn and i wanted to return it, took me 3 days and 2 speech with customer service to take a return label. After that i sended it and 2 weeks later i texted them thousand times and they dont return my money back. They are totally scammers.

Security at the Stockport branch was extremely rude to my 12 year old daughter when she was about to enter the store when the store was soon closing. My daughter at first didn’t understand what he said and when she asked him again he asked her if she was deaf. I am sorry but that is no way to speak to anyone. When he saw me (Mother) coming in, however, he let us in.

Usually all good for their click on collect.
Just very disapointed that we cannot change our email address on the website (in 2026 for a big company like that?). The only way is to delete your account, lost all your purchased data, and create a new one. Never seen that before, you should get a new webmaster.

No help from Customer Service, no escalation, not feedback will be provided to their staff.

Today we visited your Milton Keynes store, and seeked assistance from Caine, he is absolutely fantastic, he is the main reason we have given you 5 stars, he is super helpful and friendly. Thank you so much, we will be returning.

I would like to say a big thank you to Aron at Epping Forest Smyths. He provided absolutely amazing customer service and was extremely helpful from start to finish. He was polite, friendly, patient, and made the whole experience very easy and enjoyable.

Aron went above and beyond to help us and showed real professionalism and kindness. Staff like him make a huge difference and are a credit to the store. It’s rare to receive such outstanding service these days, and I really appreciate all his help.

Thank you again Aron for your excellent customer service!

I went into the Peterborough store to collect an item. I had my older with me, asked a girl at the till where I collect items from and she replied with a very blunt tone "there where it says collection" I had a giggle because I obviously just didn't look up but the tone wasn't great. I then collected my item, a decent size box that was impossible to carry out and also carry a toddler, my toddler wasn't following me and I had to pick him up and I was watched, by many staff struggling to get this box out with my kid. Not one offer of help at all. Even at the till where it looked like it could be a challenge I wasn't asked if I needed help. To me, this is basic customer service, even in a cafe if you have your hands full you'd be offered help with your try. I will try and avoid this store as much as I can from now on, not that my input will make a difference but it shouldn't matter!

Shocking customer service . Order placed and instantly realised it had defaulted to delivery and the address was incorrect. I thought it should be a simple process to cancel or amend the order but apparently not!! Customer service no help at all just basically bad luck you have lost your money!! UK287836829
I will be contacting trading standards

Update from my original post. New air hockey table was delivered after returning the original one and I had the exact same issue. Box all damaged due to it only being sent in original packaging and one of the legs missing, the delivery driver said the packaging they sent it out in was ridiculous and he would see me in a couple of days for collection. Smyths where of no help whatsoever, not even an apology just an email to confirm collection ! Leaving me no time to replace my grandsons birthday present in time for his big day. Customer service is sadly lacking the human touch !

Shocking Home Delivery - 3 out of 4 items were delivered. The package was damaged on both sides when it arrived, I also found the packaging to be poorly wrapped considering it should have contained two books. I definitely won't order online again! I ordered the missing item from Amazon.

I purchased a toy remote control crane for cash 5 months ago and the wheels recently stopped working. I popped in to see if they could anything, not expecting they could as I didn’t have a receipt. Without question they offered me a replacement. Excellent service and makes me want to go back!