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Smyths Toys Superstores Reviews

3.3 Rating 252 Reviews
60 %
of reviewers recommend Smyths Toys Superstores
Company Reviews Questions Metrics
3.3
Based on 252 reviews
Shipping & Delivery
Delivery Methods
Courier
Accurate And Undamaged Orders
Greater than 84%
Customer Service
Communication Channels
Live Chat, Email, Telephone
Queries Resolved In
Over A Week
Returns & Refunds
Returns Process
Could Be Better
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Smyths Toys Superstores 1 star review on 22nd August 2022
David
Smyths Toys Superstores 1 star review on 28th June 2022
Sorina
Smyths Toys Superstores 1 star review on 20th April 2021
Mrs L Bullivant
Smyths Toys Superstores 1 star review on 20th April 2021
Mrs L Bullivant
Anonymous
Anonymous  // 01/01/2019
Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
David Sedgwick
Verified Reviewer
“Hope this will help anyone considering buying online for home delivery. I have shopped many times with Smyths and generally found them to be OK. However, on this occasion I can only describe their service as atrocious. It took 10 days and attempts through two different couriers for my delivery to arrive. All the blame fell on the couriers with Smyths not appearing to take any ownership at all. Their apologies were weak and obviously scripted. When eventually I asked for intervention from a senior member of staff they too blamed the couriers and I received a £5 gift card which if I am lucky will buy a modest colouring book. This for having been messed around, staying in on four occasions when given a time slot which did not come to anything and wasting the time of a relative on a further day asking them to do the same when I was not available. The message is clear Smyths do not take customer satisfaction seriously. If their couriers are so unreliable get someone else. To sum up if you can get an item elsewhere do it.”
Helpful Report
Posted 1 year ago
Carole Lesley
Verified Reviewer
“Avoid the Tamworth store. Poorly trained staff with no grasp of consumer laws. Having worked in retail, and having an understanding Of how to deal with an upset customer who purchased an item only 2 weeks ago and has an intermittent fault, the staff, including the managers have an aggressive and dismissive attitude and certainly need retraining. I will not stoop so low as to name the people involved, but Head Office have a detailed account of what happened and hopefully they will act upon this, and it will save another customer having the humiliation of being shouted at in front of a queue of people.”
Helpful Report
Posted 1 year ago
Joe
Unverified Reviewer
“Gillingham Kent Store Partner was made to feel like a criminal when their card machine had an error and was made to pay twice for her goods, despite showing proof she had paid. Manager was also rude and aggressive. Complained to customer service, recieved a copy paste reply, when challenged they said thry would forward the complaint to the manager. What do they think the manager is going to do when she recieved the complaint about herself.... Disgusting and intimidating behaviour”
Helpful Report
Posted 1 year ago
David
Verified Reviewer
“Smyths toys in Liverpool L11, thinks that a kids £20.00 ball that a 10 year old plays in his garden with should last 5 weeks only. Terrible customer service from them today”
Smyths Toys Superstores 1 star review on 22nd August 2022
Helpful Report
Posted 1 year ago
Mikey Smith
Verified Reviewer
“I visit the Longbridge store often or did, the Manager is extremely rude and very unhelpful and the staff bar a couple are also untrained in dealing with customer services, Getting told to go to other store because there stock wasnt down off delivery is just beyond baffling, services in store are very poor standard and certainly need a review but then so are there head office, Bring back toys R Us please.”
Helpful Report
Posted 1 year ago
Sorina
Verified Reviewer
“headphones for my sone. I went in store-sheffield in retail park, and i asked for wireless headphones forXBOX X. I have paid £79. When i gave my spns present, and we tried to conect them, guess what-the head phones did not work-As they were for plat station! All good up till now! We went back in store, and asked for a refound or to be replaced with o e for XBOX X. The guy who served us was nice, and he has checked them, but he needed a second opinion, so ge asked for the store deputy manager-and i can say she is a star! Her name is Beth, and she came with a properly atitude! After the headphobes were checked by the guy-were all new, and perfect condition, she took them in office, and guess what-she found a scratch! Which couple of minutes before was not there. Also she has said she can not cuange them as they are opened! At that time i guess i lost everything! How to not open them? If i tried to conect them? I have explained that i have asked her team for xbox x headphones, and, o aspect them to work! Now is comming the funny part! We have made a complain and the feedback received after this complain was as disapointed as you can imagine- Having raised this with the store management team, they have advised that at the time of the sale, it has been confirmed that it was discussed which console this headset was for. Following this, the cashier assisted with locating and the sale of the PlayStation headset. When this was then returned, there were signs of use with this item and as a result of this, the store were unable to accept the return. For unwanted returns, the item would need to be unopened, unused and in its original packaging and as it was outside of these conditions, the store would have followed policy here. Customer Services would not be in a position to overturn the decision of the Store Management team in this instance, I'm afraid. Apologies for any disappointment which this may cause After this of course i have contacted the company to go forward with the complain, as i am not ready to give up, just because they want to sell, but not being profesional and respinsible! I find this shop team wery unprofesional and unresponible, playing with people money and destroying childrens happyness! I am sorry if i have done any mistake but please consider that english is not my first language. All i can say is that my son is heart broken now as ge was looking forword to have a set od wireless jeadphonep”
Smyths Toys Superstores 1 star review on 28th June 2022
Helpful Report
Posted 1 year ago
Colm
Unverified Reviewer
“I purchased a trampoline for my grandchildren the instruction to assemble it is rubbish.”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“I went to a Lego event at the Merry Hill Branch to get a free Lego set and was refused to be able to get one as I am an Adult. All promotional details does not state per child. I was looking to buy 4 sets from there but then in protest walked out without a single purchase. Very bad customer service.”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“They don t accept return if an item is opened!!!”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“Surprised to know, smith toys don’t accept return opened package items. Bad service.”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“Terrible and moody service from Lindsay at Smyths Preston store. She clearly didn’t want to be there! Bad experience, no greeting no nothing.”
Helpful Report
Posted 2 years ago
Hannah
Unverified Reviewer
“Tried to order click and collect, it went through as delivery! Tried to cancel the order straight away, YOU CAN NOT cancel your own order, nor can anyone at the HQ/CS Refused to upgrade to a quicker delivery, I was told it was tuff. We won't be in the area at the estimated time of delivery hence me ordering CC, we are away for week, I was told it was my responsibility to be there when the order is delivered!! What a joke, apparently its with UPS so can't be cancelled, but it's still going to take a week to be delivered??? I asked for a manager to call back, was told no, then finally they said they would request one call me, they could not promise! Just had a call from Ireland which I presume was my FAKE call back from a manager, just a silent call!!!! It's £2.75 a MINUTE to call back hahahaha I will not be using smyths again, even with our 4 kids NEVER AGAIN!!!”
Helpful Report
Posted 2 years ago
Chris Gibbons
Unverified Reviewer
“Smyths Toys click and collect policy is a joke - you need photo id to collect an order? and it states - a photo of the person who placed the order? - What! - so the person who placed the order turns up at a store with a copy of the order and the card details with that persons name on the order to correspond isn't enough? - it is at Argos etc - so Smyths what's next? a DNA sample, birth certificate - out of date company policy that doesn't reflect current customer buying trends - laughable”
Helpful Report
Posted 2 years ago
An Unhappy Shopper
Verified Reviewer
“Morriston branch, no trolleys outside, when i asked for help to load a x rocker chair, said they were too busy to help, staff wouldnt even give their trolley to allow me to take it to the car, another shopper helped me get the item into the car, terrible staff at this branch.”
Helpful Report
Posted 2 years ago
Mark Perkins
Verified Reviewer
“What a terrible company! I'll explain: My Mother In Law wanted to buy two items, so I went online and placed a Click-and-Collect order for them for the Peterborough store. She paid with her debit card. Later on, the email arrived, saying it was ready to collect and to bring photo-ID. She is 78, doesn't drive or have a passport, so I took the payment card and a utility bill as forms of ID and went to collect. At the desk, I was asked for photo-ID of the person who paid. I explained the situation, but he was adamant. I asked to see the Manager, and shortly an unshaven, scruffy guy appeared. I once again explained and his answer was "You need photo-ID". "She doesn't have any photo-ID, she's 78, doesn't drive or travel. That's why I brought these forms of ID in!". "You need to have photo-ID", he repeated. "It's company policy". I then went on to say they could keep the goods and I wanted the money back. He was equally unhelpful there, telling me I needed to wait until the reservation expired and then the funds (which were pre-authorised) would be released between 5 and 10 days later. Now, if I pay-at-pump for Petrol, £100 is pre-authorised, I fill up, the payment is taken and the rest of the pre-authorised funds are released. Immediately, not two weeks later! It actually took 6 days. I have contacted the so-called Customer Service three times and was dealt with by Sarah who offered faint platitudes but nothing else. Now I'm not even getting a reply at all. Something is very wrong with this company and I won't be showing my face in there again! Surely this is blatant discrimination against a section of society? How do they get away with it?”
Helpful Report
Posted 2 years ago
Poula Borharges
Unverified Reviewer
“I've ordered a product online to pickup in Croydon . This store was the only available place to collect .As a such , I paid and waited for the pickup email to collect it. On my arrival I've been told the item was OUT of stock and was there a mistake whilst processing the order. Obviously I was annoyed because I had to travel quite a long way to pick it and also for the refund to be in my account in 5 working days only ?? So so unacceptable ! I will not buy again”
Helpful Report
Posted 2 years ago
Katie Warrener
Unverified Reviewer
“I’m short purchasd a high chair online about 6 weeks ago which collapsed twice with my toddler in it and was advised by Smyths I can’t return it until I video the fault happening to prove I’m telling the truth! (yes you heard correct). When I said I’m not putting my child back in it to record this happening and that it doesn’t happen every time anyway …. They told me to be patient.”
Helpful Report
Posted 2 years ago
Justin Gosling
Verified Reviewer
“After care customer support a complete farce. I went to return my Nintendo Switch in there Chelmsford branch. A lady advised me to go back home and collect all the goods, return to store and they would either exchange/refund the product. When I returned they said the lady shouldn’t have said what she did and that she had got it wrong. It had to be sent direct to a Nintendo for repair as it was over 30 days since purchase. Despite other retailers like Argos/Curry’s etc offering a years guarantee, these clowns offer 30 days !!!. After various promises from head office that they would investigate, they’ve done nothing. So I’m claiming my money back from my credit card provider, using section 75. DO NOT BUY FROM THIS CHAIN, 30 day guarantee for such an expensive item is a complete joke.”
Helpful Report
Posted 2 years ago
Annette Miles
Unverified Reviewer
“I wish I’d read the reviews on this site earlier. This company’s exchange policy is absolutely atrocious especially considering that their audience is children. My advice would be DO NOT buy from Smyths. Use Argos or another reputable retailer. The after sales support is non existent and as per other reviews, staff are rude and unhelpful. My 7 year old’s birthday was ruined by their attitude and unwillingness to apply discretion in a genuine case. Please, please think before you buy.”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“This is the FIRST time I have written a review about a store. But the customer experience I received on Tuesday 20th July 2021 by the manager at the Westway Cross Retail Park, Greenford, was DISGUSTING. As I approached him to speak to him he had a very ANGRY face, so I asked him if he was ok, and he said 'fine'. I proceeded to tell him that the Red and Black Tiger bike I bought for my son, did not seem to be working properly. He was sooo angry and rude to me, he said he shouldn't be looking at it on the shop floor and that I should pay him £5 to look at it. I was so upset and taken a-back by how impatient and rude he was. Since my son was born, I have been buying so many items from this store....and I am so shocked that a manager would treat a customer so badly. It has left an awful taste in my mouth and I really would like to be contacted with an apology. If anyone reads this from Smyths, leave your contact details for me to get in touch! Best Regards Jean”
Helpful Report
Posted 2 years ago
Smyths Toys Superstores is rated 3.3 based on 252 reviews
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