Smyths Toys Superstores Reviews 

If there was a chance to give even lower stars I would. I ordered online a large order (over £200) however two of the smaller items were missing from the order so reach out to customer service - took over a week to reply to first message and now offered a refund but banned me from ordering online again and only allowing in store purchases… safe to say never again!!!

I’ll spend my money some where that customers are appreciated and receive their whole order and aren’t punished as they’re not capable of putting all items in a box… not the first time I’ve ordered and items were missing!

I went into the shop and said I would like some darts and said I need to be 18 or over but why are there selling darts in a toy shop

Visited the Llandudno store. Service was fantastic, the knowledge that the young Lady had on the prams/pushchairs was amazing, Rose knew about her products. Nothing was to much trouble she was amazing. From start to finish she explained and demonstrated and at no time did I ever feel rushed, polite helpful couldn’t fault her. The young man Liam on the checkout was helpful, friendly, polite, and courteous again couldn’t fault him, and to James who carried the box and put it in my car an absolute Gentleman. What a real Asset to Smyths Toys. Llandudno Manager is very lucky to have you working there.

I have recently purchased a quad bike for my sons birthday and after building and trying to charge it found out that it wouldn't turn on im a single parent with medical conditions and they wanted me to take it back to a shop after me telling on email it wasn't possible for me to get it there they did say they would get someone to collect but needs to be back in box which ones the bike is built it's very difficult to take back down as some parts clip in and won't come back off without damage now they haven't turned up to collect the bike and im currently trying to get them to collect and get refund i can't seem to call them to speak directly and im getting excuses after excuses now

needed advice on what purchase was suitable for my needs.
was being helped by a young female staff who was very knowledgeable about product and helped me come to a decision.
before we could complete the transaction a male staff appeared completely undermined her and took over. He instructed her to go and collect item and asked me where my car was. I told him I was hoping for the free delivery offered as the item was very heavy he said ok and told her to take the item back.
He has put his name on my receipt as his sale.
very puffed up man completely disregarding my requirements as a customer and underminding who I considered to be an excellent employee. You will probably lose her if that sort of bullying continues. Very unusual to see a man mistreating a young female in this day and age. I hope you can change his poor attitude on respecting others.

Everything I ordered came on the estimated date.

I’m extremely disappointed with my experience at Smyths Toys. The customer service has been poor from start to finish.

I arranged for an item to be collected due to missing parts, and was given not one but two separate collection dates. On both occasions, no one turned up - no communication, no explanation, nothing. This left me stuck with an incomplete product and completely wasted my time.

To make matters worse, resolving the issue has been far more difficult than it should be. Instead of taking responsibility, there seems to be a lack of urgency or care towards fixing the problem.

As a customer, you expect reliability and basic communication - neither of which were provided here. This has been frustrating, inconvenient, and not the level of service I would expect from a well-known retailer.

I would not recommend ordering from Smyths based on this experience.

Placed order no problem, given delivery date & tracking. Took day off work and tracked on the said day and says will let me know when out for delivery, hour later this changes to say being delivered back to store - they refunded immediately but that’s not the point. Either they didn’t want to sell at a sale price or dpd couldn’t be bothered to deliver- either way will never purchase from them again

Packages are already a week late and when I try to contact smiths about it….. no response

If I could give -5 I would. Never known customer service like it in the Team Valley store. The manager doesn’t deserve the badge she’s wearing. She’s a puppy on a string.If my husband didn’t know his rights and go further he would have walked away with a broken 8 month old Nintendo switch and don’t get me started on Nintendo customer service.Both lost a good customer service.

Fair price shame about useless delivery by Yodel.

Ferdowsa at Smyths Superstore in Uxbridge West London was exceptionally helpful with helping me pick out my items. I was delighted to have someone ready to help, very informative at the till with the different options and catered to my specific needs and wants. If I was a manager, I would look into promoting her for her services and hard work.

Predatory selling practices!

The website said my item was in stock and available for immediate click and collect at all my nearest stores, the website also said delivery tomorrow if ordered before 10PM today. I made the purchase and received the email stating delivery in 4 days!

Customer support is none existent. I am unable to cancel the order, the AI suggests declining the order when delivered and try to make a refund after that.
Customer support says it will reply within 72 hours.

None of this is acceptable to me. Blatant lies on website, I wouldn't have ordered online if I had known the truth. It's like they will say anything just to get their hands on your money, and once they have it, you get a 2 fingered salute, they don't care about you after that.

This has left a bitter taste in my mouth. Filthy takedown merchants.

Walsall store today was amazing! Manager went above and beyond to keep the queue informed of stock! Excellent customer service and management all around! Thank you

Worst customer service of all time, can’t get hold of anyone tried multiple different stores, says next day delivery if ordered before 10pm, had my email confirmation for 21:05 the night before but still no next day delivery, ordered it as a gift of course assuming they would deliver on time but was so wrong considering they’re such a big company I doubt anything will happen, won’t be ordering again

If I could have given no stars I would have .
Ridiculous service a product was infront of the incorrect label which I would like to remind the company I did not fill this myself ! However I was told policy was not to allow me to purchase at that price , the value was only 2.00 different ,I was spending 33.00 . I would assume the company had trained staff who actually checked the label before they filled infront of was correct and that a manager was trained to a level of service that listened to a customer and would take responsibility for the error and to honour the label the product was in front of . The service is appalling clearly this can’t be correct . Please train your staff and managers !

Great sound quality and very comfortable for long sessions. Only downside is ti gets slightly warm after a while

I have used Smyths Toys many times in the past without any issues, which makes this experience even more disappointing.

An item from my order was missing from the box when it arrived. After contacting customer services, they carried out what they described as a “full investigation” and responded with a lengthy explanation about their warehouse scanning and weighing systems. They concluded that because their systems showed the item was packed, they believe the order was delivered in full and therefore refused to offer a refund or replacement.

As a customer, this response was extremely frustrating. Regardless of their internal processes, the reality is that the item was not in the box when it was delivered. Instead of resolving the issue, the responsibility has simply been pushed back onto the customer.

What is particularly disappointing is that I have been a repeat customer, but that clearly made no difference when something went wrong. The case was closed without any meaningful attempt to resolve the problem.

Because of how poorly this situation has been handled, I will not be using Smyths Toys again. I will also be raising this issue with Trading Standards.

Under the Consumer Rights Act 2015, the retailer is responsible for ensuring goods are delivered to the customer. As my order was not delivered in full, I expect the retailer to resolve the issue rather than simply relying on internal warehouse processes.

Very disappointing experience.

Just wanted to praise the staff at your old kent road branch. Jade, Henry, Elvis & Paul. But especially the manager Bridget. Her customer service was exceptional. She was very easy to speak to, helped me select toys for my 4 children and helped me bring them to the counter. Also there was a incident at the store where children burst into the store looking to fight and I saw her standing guard at the entrance of the store. And extremely competent leader. I'd be happy to have someone like her to represent my company.

⭐☆☆☆☆ – The Goblins of Gringotts Strike Again

Well well well, here we are again. Another retailer happily taking payment with the speed and enthusiasm of a Victorian pickpocket, only to suddenly develop amnesia when it comes to the small matter of actually honouring the order.

In this case, Monster High dolls. Not the Crown Jewels. Not a moon rock. Just two dolls for in-store collection, clearly showing 3 in stock at the time I placed the order. I ordered 2. Not 7, not 27, not enough to destabilise the global supply chain. Two. A number comfortably lower than three, last time I checked.

Payment? Taken instantly, of course. Funny how that part always works with the slick precision of a Formula 1 pit crew. The money vanishes from your account faster than a politician’s principles. But then, some hours later, the order is suddenly cancelled, as if the dolls had been raptured into heaven or spirited away by the greedy little goblins of Gringotts for their own private stash.

And that’s the only explanation that makes sense, frankly. Because if you’re showing 3 in stock and I order 2, only for the whole thing to be cancelled a few hours later, then either your stock system is being run on a cursed abacus from 1847, or someone in-store has clocked the dolls and thought, “Not today, peasant, these are for me.”

The whole thing reeks of the kind of retail nonsense that makes you want to lie down in a dark room and let the walls take you. Don’t advertise stock you haven’t got. Don’t take payment if you’ve no intention of fulfilling the order. And certainly don’t dangle the carrot of “collection available” only to snatch it away like some sort of bargain-bin Fagin in a name badge.

It’s fascinating how these companies can take your money with military efficiency, yet when it comes to providing the item, everything suddenly becomes fog, mystery, and administrative collapse. The dolls, I assume, are now sitting in some back room being admired by a member of staff with all the restraint of Gollum in a clearance aisle.

1/5 stars.
They had 3. I ordered 2. They took my money. Then cancelled it. At this point I’m less a customer and more a supporting character in a low-budget fantasy film called Harry Potter and the Audacity of Retail.