Smyths Toys Superstores Reviews

Name: Smyths Toys Superstores
Rating: 3.27

3.3 Rating 263 Reviews

58 %

of reviewers recommend Smyths Toys Superstores

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Metrics

3.3

Based on 263 reviews

Shipping & Delivery
Delivery Methods	Courier
Accurate And Undamaged Orders	Greater than 80%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Over A Week
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Smyths Toys Superstores 1 star review on 22nd August 2022

Dave Hardman

"headphones for my sone. I went in store-sheffield in retail park, and i asked for wireless headphones forXBOX X. I have paid \u00a379. 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! \r\nNow is comming the funny part! We have made a complain and the feedback received after this complain was as disapointed as you can imagine-\r\nHaving 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.\r\n\r\nFollowing this, the cashier assisted with locating and the sale of the PlayStation headset.\r\n\r\nWhen 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.\r\n\r\nFor 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.\r\n\r\nApologies for any disappointment which this may cause\r\nAfter 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! \r\nI find this shop team wery unprofesional and unresponible, playing with people money and destroying childrens happyness!\r\nI am sorry if i have done any mistake but please consider that english is not my first language.\r\nAll 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

Sorina

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

“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 3 years ago

“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 3 years ago

“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 3 years ago

“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 3 years ago

“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 3 years ago

“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 3 years ago

“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 3 years ago

“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 3 years ago

“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 3 years ago

“Smyth toys LAKESIDE…. RACISM!!! Store tefused to refund my buggy as ‘i opened the box’ that the order arrived in. Bare in mind this was an online order. The store told me their policy is if you order a buggy they are unable to refund the buggy if you open the box that the actual buggy arrive in via post. HOW RIDICULOUS. Aparently they have the buggies in store so you should view it in store before buying. Alot of stay at home during COVID. Anyway long story cut short. Customer service was ridiculous no help. So i thought i would test the situation. I went to another smyths toys store. And guess what no questions. They refunded item straight away. Maybe i am being paro. But the store they literally were no help, no apology they made me feel like i did something so wrong. They was so rude didnt even let me speak. They acted as though i used the buggy and tried to refund it. Please sort your colleagues out. All this stuff with BLM and theres such racism still ongoing in such a multi cultural country. Also get your policy checked out!! Clearly you just make up rules to what suits your store. LAKESIDE SMYTH TOYS AVOID!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 4 years ago

“Abysmal, poor quality, horrendous customer service. We bought a trike for our little boy for his first birthday present and a month later the plastic guard preventing his foot from getting trapped in the front wheel fell off, as this happened in motion a small crack appeared in the plastic guard as it got caught. We thought little of it and assumed we could exchange it of get a replacement part. My wife has just tried to return it to Crown Point in Leeds where the duty manager treat her like a piece of dirt and accused us of breaking it by dropping down curbs or by some other means - basically accusing her of lying and refusing to exchange it because apparently we caused the damaged. For one, anyone who has one of these will no that it is not possible to go up and down a curb in one of these are they aren't stable enough - your child would end up in the road - and secondly as it was myself pushing the trike when this happened I am fully aware that it happened during normal use and feel like going to have a word with Louis myself. Not trusting myself to stay calm - I will resort to the Ombusman - they really don't have a leg to stand on here not of satisfactory quality and lasted a month! Never buying anything from them again!”

Helpful Report

Posted 4 years ago

“What a farce, trying to buy a PS5, I know they are hard to get atm. Week1: get a preorder, email confirmation received, pre charged my account all good. 2 hours later my order is cancelled due to “not being available at time of order” Ok, these things happen Week2: get another preorder, email confirmation received, pre charged my card £455, all good. 2hours later my order is cancelled due to an issue with the payment yet the transaction is currently sat in pending on my banking. There’s more than enough in the account to cover the cost. That’s 2 PS5’s in as many weeks I thought I’d got but never managed to secure from Smyths. I’ve been trying to got one for 6 months now and tried multiple times. Smyths have given the worst experience by far”

Helpful Report

Posted 4 years ago

“Awful company to deal with , we returned 3 items that my son mistakenly ordered the wrong Xbox , I understand their Terms and Conditions stated Xbox’s are not to be returned! I agreed to their terms , however it took several emails and phone calls to receive the goods back , when we did receive the 3 items , the console was missing from the box ! I contacted 4 times to state the above and the final email stated all 3 items where delivered , this was not true as I opened the box and no console was in the box . My son and I was treated awfully , my son was extremely upset and to date , we never received his console ! Do not purchase goods from this company , their customer service is awful and there phone number rings out . Disappointed !”

Helpful Report

Posted 4 years ago

“Fully open and ready to deny you your consumer rights!!!!!!! Tried to return a faulty set of gaming headphones. Without even looking at them they immediately said not their problem deal with manufacturer. Due to the timeframe this was a clear breach of consumer rights! When I explained this they then said if they have stopped working we think it’s from misuse. Again without even examining them(perfect condition by the way and never misused). Again breaching the consumer rights act 2015. This was the wallsend store and it was a female manager I spoke to. Avoid this place if you can as they are cowboys and crooks. I’m now having to open a small claim online”

Helpful Report

Posted 4 years ago

“I have just found out the bouncy castle I ordered on 2 April was not delivered for my granddaughters birthday and she still has not got it and it is now 20 April, is that bad or what?”

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Posted 4 years ago

“Rude staff member would not ket me return my products, told it was 2 late, but i arrived nrly 30 mins b4 shop closed!!!! CRAYFORD KENT branch, (young guy dyed hair!)😡”

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Posted 4 years ago

“I order a PS4 as a Christmas gift, but managed to get a PS5. I returned the unused PS4 to Smyth's and they refused to refund as the box had been opened, not damaged, opened. I will never use this stores online service again.”

Helpful Report

Posted 4 years ago

“I ordered a lighting board for the child for Christmas, he came just before Christmas itself, quickly wrapped it up and put it under the tree, when the child and I opened it, put the batteries in and were shocked, all the glass was shabby, scratched and cracked on the side. I went to exchange and checked with the seller, but he assured that there were no scratches, but it was just dirty, you arrive, say home and just wipe it. I arrived, cleaned it and was shocked, as it was terrible, again scratched. I took it and drove off again. I talked with the seller, with the manager, yes, I got a refund, but I asked, give me a discount on another toy, I come here twice, wasting time and money. No, that's it. Never again will I go to this store in Lincoln!”

Helpful Report

Posted 4 years ago

“Rude manager. Not at all sympathies or understanding. He looked tired, scruffy and not at all motivated to find a solution to the issue I had. This was at Cheltenham’s branch.”

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Posted 4 years ago

“I'm not wasting my time telling you my bad experience... and you shouldn't waste your time shopping here!”

Helpful Report

Posted 4 years ago

Smyths Toys Superstores is rated 3.3 based on 263 reviews