toxicfox.co.uk Reviews

Name: toxicfox.co.uk
Address: Upper Ground Floor, Broadstone Mill, Stockport
Rating: 3.73

3.7 Rating 1,190 Reviews

68 %

of reviewers recommend toxicfox.co.uk

Company Reviews

Questions

Metrics

3.7

Based on 1,190 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 38%
Accurate And Undamaged Orders	Greater than 83%
Customer Service
Communication Channels	Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	2.9 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

0843 123 1234

Email:

info@toxicfox.co.uk

Location:

Upper Ground Floor, Broadstone Mill
Stockport
SK5 7DL

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toxicfox.co.uk 1 star review on 25th November 2023

Ms. Justine Poland-Angunoby

toxicfox.co.uk 4 star review on 7th August 2017

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Awful customer service. never use this website.”

Helpful Report

Posted 8 years ago

Good Evening Charlotte Thank you for taking the time to leave us some feedback i have responded to your review directly below this one and have copied the reply again for you. Good evening Charlotte Thank you for taking your time to leave us some feedback I'm very sorry to hear you are not happy with the level of service you are receiving. As I explained in our phone conversation we can only ever offer estimated delivery dates this is due to the nature of the product being hand crafted by an artist. Your item has been dispatched and will be with you shortly and as this is personalised we can't accept returns. I would still like to try and offer a resolution please feel free to email info@toxicfox.co.uk to speak to me direct. Kind Regards Lee Rowley Customer Service manager.

Posted 8 years ago

“Ordered on the 4th of May. Its now the 25th and still haven't received it. Sent an email enquirying, reply. rang three times, no one answered. not impressed at all.”

Helpful Report

Posted 8 years ago

Good evening Charlotte Thank you for taking your time to leave us some feedback I'm very sorry to hear you are not happy with the level of service you are receiving. As I explained in our phone conversation we can only ever offer estimated delivery dates this is due to the nature of the product being hand crafted by an artist. Your item has been dispatched and will be with you shortly and as this is personalised we can't accept returns. I would still like to try and offer a resolution please feel free to email info@toxicfox.co.uk to speak to me direct. Kind Regards Lee Rowley Customer Service manager.

Posted 8 years ago

“I am a veru unhappy customer I am shocked that the quailty of my bag. I have used it only 6 times and it is ripped down the sides the stiching has came away. very poor from this company it was a gift so I cant really complain. However i will not be able to recommend this site for gifts!”

Helpful Report

Posted 8 years ago

Hello Thank you for your review, we would ask that you contact the customer service team on 0843 123 1234 or info@toxicfox.co.uk to discuss this further as we may be able to help you with regards to this complaint. Many thanks

Posted 8 years ago

“I gift for my daughter a jute teen claireabella bag! oh my gosh the material was cheap fell apart within serveral weeks. can not be used again fit fot the bin. After complaing to toxicfox the only suggestion was you can buy another one a reduced price REALLY! Sad thing is my daugher told all her friends about this site feel sorry when they have used their bags a few times. Shocking poor quality and not cheap!!!”

Helpful Report

Posted 8 years ago

Good Afternoon Claire Thank you for taking the time to leave us some feedback. Whether its 1 star or 5 star we use this information to try and improve our service. Please accept our apologies if you feel the service has not been satisfactory, we always endeavour to meet our customers needs wherever possible. You have emailed me this morning and I have emailed you back requesting further information regarding this issue so that we can have this resolved for you. As of yet I am yet to receive the information. I have advised I want to do everything within my power to get you a satisfactory resolution however as I have explained a bag ordered in 2016 that is outside of its warranty period which has sustained severe trauma does not fall under our replacement policy, but as I suggest above if you can reply to the email I sent today then i am more than happy to follow this up and if applicable see if our decision can be changed. Kind Regards Lee Rowley Customer Service Manager

Posted 8 years ago

“The response to the below email I sent to Toxic Fox after waiting for 3 weeks and still not receiving my item was it's nothing to do with us and if you want your item, pay for it & postage again. Very very strange customer service. Email Good Afternoon I have a missed call from your office as I was in a meeting so could not answer. I attempted to call back but some 30 minutes ago but the phone just rang. I assume it was your manager trying to contact me after our conversation about my missing item earlier. I contacted the post office and they confirmed that any incorrectly addressed postage with a return address on it is automatically sent back to the sender. They also confirmed any postage sent 1st or 2nd class is automatically insured by the post office for £20 and and up to a £4 postage fee. Only the sender can make the claim not the recipient and it is reasonable to expect this claim to be made by Toxic Fox as you are the sender. The total cost of £24 you can clam is less than the amount I paid so if you insist on taking an additional payment from me then you will profit from your mistake. In addition the post office assures me that it would have been returned to you if the packaging contained a return address as you confirmed it did so you should now have my item back at your offices. I looked again at your website and you do appear to have an issue with the order page. Your site automatically finds an address from the postcode and gives a list of door numbers but unfortunately it allows you to continue without selecting a door number or flagging up that you failed to do this. In any case, I did indeed select a door number. I understand from our conversation that any non hand made items are dispatched without any checks and someone could input any details on the order page such as jumbled words or indeed nothing at all and the package would be dispatched. Online procedures usually limit progress unless recognisable details are given and all fields are completed as they are suitable for all types of users. Given the above information, please do dispatch a replacement to reach me by Friday as this is the date when I am travelling across the. Country to attend my friends 50th birthday party to gift this personalised item.”

Helpful Report

Posted 8 years ago

Good Afternoon Silvia Thank you for taking the time to leave us some feedback. We take all our feedback both positive and constructive very seriously. Having reviewed this and reviewed the conversations you have had with both me and my team I would like to offer my apologies if you feel the service you have received has not been exemplary. I feel we need to go a bit more into this as it seems we may not have given you the correct idea on where this is up to and why. As you are aware you placed an order with us and the address details were given with just your town and postcode and suggested this was a fault on our website having reviewed our website, after 4 separate quality checks using your order details and and address details we can NOT find any fault it would be logical for us to assume that the house number and road were missed off in error. We have taken on board your advice of our website not allowing people to continue without entering these and the appropriate people are now looking at that. In terms of Royal Mail you have been advised correctly in terms of how they operate however any claim against them would have to be considered something they are liable for so if the package got lost, was delivered to the wrong address, got damaged but not if they have been given incorrect or incomplete delivery instructions if Royal Mail have you supplied you with anything stating otherwise please forward to me and i will happily get that looked into right away. We are now expecting this package to be returned but as of yet it has not been, if this is then considered lost we can then look to see if a claim can be applicable however as explained yesterday we can be waiting up to 3 months to receive undelivered goods back despite what Royal Mail have informed you. Again I reiterate my apologies if you feel the level of service you have received as i explained on the phone yesterday when you were discussing how our image could be effected we concentrate on our customers needs ONLY. We aim for a fair and honest resolution to any of our customers issues. I advised you I am sympathetic to whats happened but at this point responsibility of why this has not been delivered can not be accepted by either Toxic Fox or Royal Mail (at this point) and has been determined to be human error however we the offer of having this remade and shipped to you at cost price and you still have the discount code which I can see has not yet been used. Kind Regards Lee Rowley Customer Service Manager

Posted 8 years ago

“My husband and children bought me a dressing gown for christmas, I washed it as per the instructions and the print has cracked and faded, it looks TERRIBLE. Customer service is appauling I was told that my item has a 3 months warranty and therefore nothing they can do. Very disappointing.”

Helpful Report

Posted 8 years ago

Please accept our apologies for the inconveniance this has brought to you, we do have a 3 month quality care policy in place which must be adhered to for the products we make available - this for reference is much higher than some of the main high-street retailers who offer 28 - 35 days policy. We do apologise of the inconvenience and as a gesture to show you that we do care and would like to help, we discussed with you offering a discounted replacement for the inconveniance this had caused - this offer still stands and if you would like to take advantage of this please contact the customer service team for obtain a unique voucher code.

Posted 8 years ago

“Ordered a Golden Anniversary personalised photo frame for my parents on 23rd Feb 2017. Delivery date was 3rd March 2017 now 13th March and still not received the photo!!! Rang Toxic Fox and I was informed wouldn't have the gift until 15th March at the earliest! Very disappointed!!”

Helpful Report

Posted 8 years ago

“Oh if only I'd checked the reviews before I wasted so much money on so little value and service . I ordered a phone case cover and passport cover for one of my daughters. My husband placed the same order for our other daughter. We were both charged over €15 each for postage. We each received one part of our order before Christmas which arrived together in separate packages. As I write this on the 25th of January I've only been told today that they will refund the phone cover cost but will not refund P&P. Their lack of customer care service is appealing and truthfully I can't believe they are still in business. This company do not deserve to be able to rip people off as they are getting away with the company P&P is a ripoff like the rest of their cheap products.”

Helpful Report

Posted 8 years ago

“Ordered my daughter a hoodie for Christmas on one order and two mugs on a second order was charged two lots of p&p which I didn't mind, was annoyed they were sent together when I ordered a week apart The hoodie arrived with a hole in the pocked (didn't notice until my daughter told me. Hopefully they can resolve this issue as very unhappy”

Helpful Report

Posted 8 years ago

“I ordered a hoodie for my granddaughters 8th birthday , before placing the order I made sure that it would be dispatched in time to arrive for the big day. I sent an email to toxicfox on Monday the 16th January for confirmation that the parcel was on the way to me , only to be told really sorry not left yet I explained that I needed it for the 19th after a further email I was told that it would be posted on the Tuesday and I would be given a tracking number. I did not receive one after a further two emails I was given a tracking number on the Wednesday and was led to believe that my hoodie had been posted on the Tuesday I have just managed to track the parcel and it was not posted until yesterday afternoon ( Wednesday )absolutely disgusted with toxic fox and will NOTrecommend thenm or do business with them again.”

Helpful Report

Posted 8 years ago

“I ordered my items on 7th December and today is 13th January and they still haven't arrived, I have emailed twice and rang but the phone lines are not working (how convenient) not sure what to do now”

Helpful Report

Posted 8 years ago

“Ordered a personalised make up bag as part of a present to my wife from my 3 year old daughter, paid £15 for it! At best I would describe it as something a child would make in school learning how to sew. How you can charge £15 for it is a joke, advice to anyone thinking of buying from clairabella don't it's complete junk. Very disappointed”

Helpful Report

Posted 8 years ago

“Wow I have just checked my phone bill only to find that I have been charged £ 11 trying to call your company to find out where my undelivered order was which I find totally infuriating as " NO ONE " had the decency to answer Now this has become a total joke dealing with toxic fox and I now want my money back ASAP for an SIMPLE ORDER that you could not deliver My order number is 20321254 Joseph Johnston This company is a disgrace”

Helpful Report

Posted 8 years ago

“Would give you a 0 but no option, so 1 it is then! I recieved a faulty replacement item on the 19th December. I have emailed since this date but recieved no response (sent over 10 emails), just automated email to say emails will be responded within 48 hours. I am currently left with an item that is no good, could not be given as a Christmas present and cannot get a response from anyone to organise a refund, terrible service and products.”

Helpful Report

Posted 8 years ago

“Still not recieved my order placed well before Christmas, phone lines are down and ive recieved an email saying items were posted out on hermes tracking however hermes have no such record; none responsive to my emails ; very disappointed”

Helpful Report

Posted 8 years ago

“Ordered a xmas present for my wife on 30th November now tth Jan 2017 and no delivery have tried emailing 10+ times and called 20odd times They have not responded or replied to either Communications Very bad business If anyone does care enough about the business to contact me my order no. 20321254”

Helpful Report

Posted 8 years ago

“Ordered 2 cushions on 30th November, after numerous emails I was assured they would be here by Xmas. It's now 3rd jan, still no cushions!!! When I check it says they are still in progress. They were very quick to take the money, and bombard me with advertising emails. But I just want the cushions. Think this is a case for watchdog!!! Be very wary of buying from them.”

Helpful Report

Posted 8 years ago

“I ordered a Claireabella bag through Itison and have been really disappointed with the service from Claireabella/toxicfox from the get go. I had ordered a personalized tote bag and did receive a bag through. Unfortunately it was clearly someone else's order despite having the correct dispatch note alongside it. I have had emails back and forward asking for pictures etc but have now not heard anything back since the 30th of December despite clearly stating that I wanted a refund after being given the option of a refund or a new one being sent out as it would have not arrived in time for Christmas. I have emailed again to chase but so far have had nothing back. Looking at other reviews, it seems I am not the only one who has had issues. I appreciate it is a busy time of year but there are obviously issues with both their order process and their customer service that need sorted. Save your money and don't bother.”

Helpful Report

Posted 8 years ago

“2/4 items :( I ordered 4 personalised items on the 10th of December 2016. I was advised when making my order that all items would be with my by the 18th, plenty of time for Christmas. I was really pleased when my parcel arrived on the 15th of December, but was very disappointed when only 3 out of my 4 items arrived. Two of my items were fine, the other (A personalised glass bauble with a Christmas tree inside), had a large finger print type mark on the front of it. I was not overly happy with this but i managed to get the greasy mark off the item with some glass cleaner and a little elbo grease. When re reading the terms of my order i realised that there was small clause in the text that says that order with multiple items may not arrive together and may be sent in multiple parcels. With this in mind I waited. On the 17th of December I emailed the company to ask where my 4th item was and I was told on the 17th by Matt Steans (Customer service adviser) that it had been dispatched that day and I should allow 3-5 working days for it to arrive. My 4th Item finally arrived on 21st of December but this is not the end of the story. The Item that I had received did not match up to its online description and no what I had ordered. I emailed the company straight away, as you can not phone them. and explained that the item was a gift and that it was for Christmas, I even asked them to be up front and tell me if they could put this right before Christmas. The email that I received back from Jane Coates Customer service Representative emailed me back and asked if i could provide pictures of the item that i had received and outline clearly the problems i had with the item. she even said in her email that she would get this resolved as quickly as possible. My reply was sent immediately. This was the last contact I had with toxic fox it is now December 30th and I am still waiting. I will never use this company again. appauling service, cant speak to anyone and they have not only let me down but also my friends of whom the gift was for. I will never deal with the company again, and i would urge anyone who is thinking of using this company not to. Especially if you want to be a "gift hero"”

Helpful Report

Posted 8 years ago

“AWFUL!! Do not buy from this company. I ordered a present on the 11th November WELL in advance for Christmas. It was supposed to arrive on the 22nd therefore I emailed telling them I have not received it. They told me it must of got lost in the post! I know for certain that it didn't because I had no dispatch email. But kindly they emailed me back and said they would issue a replacement. So I waited a further 10 days and had nothing. I emailed again saying I still haven't got it and they then said they will send it and I will revive it before Christmas for certain. Within this process I had sent numerous emails with getting no replies. It then got to the 20th December. So with 5 days to Christmas I wanted to know if it was going to arrive so I emailed yet again. They're response this time was there is a delay and I will not revive it in time! It is now the 27th and still not for it! Customer service is rubbish I did also try the phone number but was left on hold all the time for at least 10 minuets then I would cut it off !!!”

Helpful Report

Posted 8 years ago

toxicfox.co.uk is rated 3.7 based on 1,190 reviews