Theluxurynurserycompany Reviews 

I ordered a step and slide set for my sons first birthday. I was sent the wrong colour set at first, this was corrected after a couple weeks which I appreciate. My main issue with the company has been communication. When I first realised that there was an issue with my order I went onto their website and realised you can only contact them via email, no telephone number. Which made me anxious thinking they may not reply (see other reviews). To give them credit I heard back from them the first working day to say they would send the correct set and arrange collection of the wrong set, although after this initial response I received no further contact. I started to worry after a few days I would not get the replacement unit/ hear from them again. Almost two weeks later after reaching out to them again (I was planning to contact my bank the following day) I received a response in the afternoon the next day telling me my parcel would be delivered that very day, no note of the delivery company or tracking number or time window. I was very grateful it was coming and thankfully in time for my sons birthday but we were on holiday and had to arrange a family member to get to our house asap and wait for the delivery.
In summary the unit we have received is good quality however the communication from the company after an issue could be improved to relieve worries and improve customer experience.

Bought the white/blue/grey castle set for my little ones 1st birthday.
He absolutely loves it!
Delivery does take a little bit of time and updates on delivery are slow but trust the process. It entered the UK about a week after buying and withing 48 hours it was on my doorstep. Prices are great for the quality. I have a few things on my list I want to get so will be back 😊

The order didn't arrive (the picture suggests it was left outside in a public area and never reached me) but the company is just not responding to emails except for one time and then not again. I am having to pursue them through my credit card. Don't trust them.

Purchased for Granddaughters 1st birthday, she loves it.

The products were very good quality as well as being robust and just as described. The delivery updates were accurate and when I emailed with a question it was dealt with fully and quickly.

Shocking service, I bought a play couch for my nieces and nephews in December 2025 and all the items have still not been delivered (it’s now March 2026), I have communicated with the ‘customer care’ only to be met with receiving the wrong delivery number to reschedule and by the time I was given the right number the package was ‘unavailable for redelivery’ on the tracking status it hadn’t moved from Poland.

I have requested a refund in 4 separate emails, only to be met with silence. I am now out of patience, have no gift, and have had to raise a dispute with my bank, as the company won’t respond, send me the product, or give me a refund. Shocking service, would avoid at all costs.

1 star is generous, We have been waiting 2 months for my children's xmas present to be delivered. After numerous emails they will not sort the issue out, we have asked for a refund but it is not forth coming, their phone number is not recognized. We are still waiting, they have asked us to contact the delivery company which we have and the item is no longer available for delivery and at no point was a missed delivery card left ( also we run a pub so we are on site or open most of the time) so we where not aware of a delivery attempt at any point. Please be careful as there is nothing luxury about this company

Recently purchased some items for my nephews birthday. Service was fantastic and I was really happy with the quality of the products. Would highly recommend.

Recently bought the ball pit and the hoop step and slide and couldn’t be more pleased with my purchase. Absolutely fantastic quality, my son loves it! Have already recommended to all my friends!

I purchase this for my grandson. Very happy with all aspects including advice and delivery

We purchased a soft play set for home use and couldn’t be happier. The quality is excellent, it’s safe, well made, and perfect for our little one. Delivery was smooth and communication was great. Highly recommend.

My children love their soft play so much. I had a few questions initially before ordering and the team were fantastic. Looking forward to adding to the collection.

Ordered arrived for Christmas despite me missing the guaranteed cut off by two days. Play sofa is great and choosing them saved me more of money.

Only received one part of order and despite attempts no response from company!!

I ordered a play sofa from this company and changed my mind almost straight away after seeing the many worrying experiences other customers had shared. I asked to cancel before anything had been dispatched and expected a normal refund. Instead I was met with silence for two full days before being told I was outside a supposed twenty four hour cancellation window that does not appear anywhere on their site and ignores consumer law. Once I challenged that, they simply stopped replying. The phone number on their site goes nowhere and the email address might as well not exist because they only answer when it suits them.

The whole operation feels like two people running a tiny drop shipping setup with glossy marketing hiding the reality. Items appear to come from Poland, yet the company presents itself as something luxury and British. The customer service experience tells you everything you need to know. They refused to cancel even though it had not been dispatched when I requested it. They ignored follow up messages. I had no choice but to file a chargeback with my card provider.

The parcel eventually appeared anyway and now I am left with something I never wanted and would have to pay to return. No responsible business behaves like this. The lack of transparency, the made up policies and the refusal to communicate all point to a company that should be avoided. I would never buy from them again and I would not recommend them to anyone.

I’m completely disappointed in the lack of care this company have provided for packing my order, and the lack of communication they haven’t even acknowledged my emails their number linked on their website isn’t active, I paid for extra balls with the ball pit I ordered and I’m missing over 300 balls out of the total 400! I will be contacting my bank for a refund as the service I paid for hasn’t been complete.

I ordered a cute grey and white soft play set - steps and stairs for £150. The product came from Poland but arrived within 2 weeks and came perfectly packaged. I ordered this and then saw some of the reviews so was a bit concerned that it wasn’t going to be any good but it’s really good quality and my little girl loves it.

Initially very impressed but after just one wash the zip has broken on 2 of the cushions. We have really looked after the soft play sofa so haven’t needed to wash it for nearly 2 years so unfortunately was out of warranty when I first washed it. I contacted the company and it took a very long time for them to reply. When they did they have offered to order me 2 new covers but will charge me £45. I understand it is out of warranty but it is advertised as having covers you can remove and wash which obviously isn’t the case. If you plan on washing the covers I wouldn’t bother and would try another brand.

I was very sceptical ordering off this website after seeing the reviews. I brought 2 items before actually seeing the reviews as after seeing them I probably wouldn't off. But glad I did its an amazing product my boy is going to love it all well made. It came before the delivery deadline and Sophie who I emailed was very polite. quick to reply and done her best to give me the answers I needed. Very pleased customer

Very happy with this purchase, came within the time frame which is 7-25 working days. Everything came in perfect condition and as seen in the pictures. Very pleased with the items