Smyths Toys Superstores Reviews 

Horrendous customer service in Smyths store Naas Co Kildare !!!!
Purchased my travel system and all my new born baby essentials spending approx €1,600 in total in February. I recently assembled my travel system and realised one piece was missing. Attempted to call the store approximately 10 times a day every day for 7 days and nobody ever answered the phone. I eventually found a customer service email address and spoke to a girl called Niamh where it was suggested that I would have to take my whole travel system back to the store in order to sort one missing piece. I explained that I am heavily pregnant woman and to make a 90 minute round trip and to load and unload a whole travel system myself was going to be unattainable. I did request that a manager from the store to ring me back but unfortunately I am still waiting on that call. I did eventually receive an email from a different customer service representative and my issue was sorted but I still can not get through to the actual store. Although the issue was eventually sorted I will never be spending money in this shop again if they can’t even manage to answer the phone. Seems to me they can take your hard earned money but can’t be bothered to answer the phone after that.

Broken packaging yet again on full price items. I decided to order from Sheffield Drakehouse for this full priced item £20 as the Meadowhall branch seem to always give you broken packaged toys.
I used the new click and collect and the order arrived quickly with damaged box and it looked like something had been forced into the box and it didn’t fit. Anyway I paid full price for this gift and the assistant shot off but I followed and got this changed but won’t be ordering for my 3 grandchildren again if the staff think it’s acceptable to present broken boxes items.

I have had generally great experience from Smyths both in store and online and they offer good value with regular discounts on goods.

I did have one issue with an order, but gave my order details and they confirmed quickly that there was a record of it leaving their warehouse, but not being delivered by the parcel company. As a result they immediately sent another.

Will definitely keep using.

I ordered a Lego set as a gift for someone and got it delivered to an In-Post locker (Yodel delivery) and when I opened it the locker was completely empty.
I immediately got in touch with In-Post and Smyths Toys Superstore and was disregarded. They told me they conducted an investigation into this and had determined that neither Yodel or Smyths was at fault and essentially accused me of lying. Refused to give a refund or send a replacement and didn't give details of their 'investigation' when I asked. Customer service was quick to respond but completely unhelpful.

Why does smyths not do preorders online, a lottery system or delivery Pokémon cards? People who have full time jobs and kids are not able to come queue at the store in the early mornings for cards. Impossible to get anything for the kids, and instead smyths are prioritising mostly people who will end up reselling for a massive markup.

Sort this behaviour out and remember who your customers should be.

Often visit. Staff in my local branches are always helpful and polite. Always well stocked too for all ages.

Pre-ordered a game it did not arrive on day of release and apparently wont arrive until 9pm the day after the release day. This is shocking services. Would never recomend.

Unfortunately their online service has gone downhill which is such a shame as this is our biggest toy retailer who stocks some fantastic items. Their boxes for online orders are so flimsy that it’s always a risk items will be damaged on arrival, and in my experience, they are damaged more often than not. They love Ai bots and use them for online customer service, however a real person can be contacted if you reply to the Ai bot asking for a real person and not Ai. Personally I would not purchase items online anymore as damaged items are common. In future I will only buy in store as I have absolutely no problems with them. Sorry Smyths, used to love you, but your cheap packaging, unreliable couriers and ai bots means no more online orders from me.

Amazing service from Muhammad, he was really helpful and explained everything detail fully.
All the staff were nice and really helpful.
I will definitely come back to this store for every gift I need in the future l.

Online service is absolutely terrible. Customer service email is a chatbot who simply reads off the tracking link, anyone can do that themselves? Shocking you cant reach an actual human when you’ve got a parcel thats been lost for 72 hours and all your correspondence is with Cody the chatbot on email.

Went into Aberdeen Beach Store to look at car seats for my 15 month old daughter on Sun 22nd Feb. Was thrilled to see they had soo much out on display as I really wanted to see it in person before buying. We weren't planning on buying that day, just popped in to browse as we were quite unsure what we wanted but we were approached by Diane from the baby room to ask if we needed help and she had SOO much information and expertise telling us the pros and cons/differences between each seat. She really listened to our needs. They had a dummy car seat she helped set up and showed us how to set and use the car seat, very thorough and felt like she really understood how important getting the right product was for us. We came into the store feeling overwhelmed after looking online and left with complete peace of mind we had a great product at a great price, Please pass on our thanks to Diane, she was 10/10, absolutely super. Our daughter loves her new car seat :)

Very poor customer service spent so much time on the phone and emailing still not resolved
It feels pretty poor when you spent sort of like £109 and they can’t just sort things out easily

Farnborough Store:
I will be taking my business elsewhere from now on poor customer service willing to spend over £500 in store in one transection but the lack of willingness to help made me walk out very unsatisfied. Teenagers not wanting to be there rude and unpolite.
Being told you have a car seat in stock as per the website after waiting to be served for over 20mins then waiting a further 20mins to then be told they can not find the 2 showing in stock!
Stock displayed around store with no shelf edge label too.
Shocking store, Shocking Staff and Management

Went into store Stoke on Trent. Spent over £350 on various baby items. Smyths said they’d deliver them. They only delivered half the items. Trying to get in touch with them is impossible.
I paid cash, obviously got the receipt. It’s going to be very inconvenient for me to go all the way back up to the store.
Nobody answers the phone, or the phone gets cut off.
I’m fuming with them

I would leave zero stars if I could have, but wasn’t able to.
I visited the Cortonwood store today and found the person who served me ( Danielle) to be totally ignorant.
She was speaking to other members of staff via her ear piece, giving instructions on things which needed to be done before a store visit tomorrow. I assume this must be some regional management visit?
Anyway, I paid for my two items and was not given any eye contact, spoken to, nor acknowledged at any point of the transaction. In fact I wondered if I was invisible?
Perhaps, instead of making sure all of the vast amount of shelves are filled, Smyths should send their employees on a customer service course?
I won’t use this store again.

Had an issue with my gift card sticker pulling off the code. Wasn’t impressed to find there’s no phone customer services and needed to order my daughter’s presents. Thankfully the Facebook page is very quick at responding and helped me access the card.

I recently purchased a Babylo Crib for our newborn, and unfortunately, our experience has been very disappointing.

The mattress that came with the crib (only 3 cm thick) started sinking after just two weeks of use. For a newborn, mattress firmness and safety are extremely important, so this was very concerning for us.

We contacted customer service and were advised to bring the mattress to our nearest store. We did so, and the staff there clearly acknowledged the fault. They even suggested that compensation should be provided. However, the online customer service department later refused to offer any compensation or alternative solution. They showed no concern for baby safety and eventually stopped responding to our emails altogether.

In the end, we had to purchase a new mattress ourselves to ensure our baby’s safety.

I would not recommend this crib. The included mattress is not firm enough and does not meet the standard you would expect for a newborn. Very disappointed with both the product quality and the customer service.

I am very disappointed with my experience at the Eccles store. I purchased a car seat which remained completely unopened and sealed, and when I returned with the receipt, I was refused a refund without any proper explanation. I was not informed at the time of purchase that this item was non-refundable.

The manager’s attitude was unprofessional and dismissive, and the situation was handled poorly.

We bought 4-way ramp and when my son try it, the quality was awful. Description says it is good for roller skates, bikes, scooters. My son couldn't go on it with scooter, he just get stuck on the edge. We tried to return it and we couldn't. Return policy says only unopened and unused items can be returned. How people can see the quality without opening the box. Really disappointed, after this experience we definitely won't buy anything from there again.