Smyths Toys Superstores Reviews 

ONE STAR IS ONE TOO MANY! Haven't assembled it yet, but this is more about the company! Although I have a huge Keter parcel box by my front door, the courier (Yodel) still found it more suitable to just dump my £80 item on the doorstep right next to the parcel box! I emailed customer service ref this but they just couldn't understand what I was saying! Their response was it's been delivered so we won't be replacing or refunding me! That's not what I was asking them for!! Maybe an overseas call centre they use? This is a warning for potential customers - even if the courier dumps it on your doorstep, according to Smyths, it's been delivered so no replacement or refund! Sounds like hassle if you did try to claim? There's plenty of retailers around selling the same stuff, so maybe shop around and use a decent company who actually cares about their customers? I will be in future!! It doesn't look like they respond to feedback either, so that just shows you again, they don't give a toss about their customers! I HOPE YOU GO BUST!!!

Ordered Hot Wheels online, selected specific models, and received completely random cars thrown into a box instead.
Customers are treated like idiots, and collectible toys are treated like a sack of potatoes where they can just throw in whatever they want.
The response from customer service felt like an AI-generated copy-and-paste message saying this is “within Smyths policy” and that they are allowed to send random cars instead of the ones customers actually ordered and paid for.
Very disappointing experience and extremely misleading product presentation

Never received goods and they then turn round and say that it was my fault I wasn’t in the package arrived ?!? do they not realise people work ? Fuming trying to think they are going to keep over £100 I will never use this company again and have warned my family and friends i never received the goods

1 star – poor customer service

Ordered 2 click & collect items on Saturday, went to collect Tuesday morning after the bank holiday — items had been put back and I was charged £4 for “non-collection”.

Policy aside, zero flexibility and no goodwill shown at all. Customer service simply repeated “non-refundable” with no escalation.

I’ve since repurchased the items (and more) in store as I wanted to support the high street, but this experience leaves a bad impression.

Hard to justify shopping here when other retailers are cheaper and more customer-friendly.

I ordered a box of LEGO on click‑and‑collect, but I had an urgent situation and couldn’t get there in time. I’ve been trying to get a refund since JANUARY. I understand you charge a £2 fee for uncollected orders — fine. But where is the rest of my refund?

I’ve been ignored for months, and it’s completely unacceptable.

For reference, this was the original message I received:
‘Order UK282707240 is ready to collect at Smyths Toys Longton. Please collect by 19:00 Monday, 26 Jan to avoid a £2 fee. Bring photo ID.’

You’ve had my money long enough. I want my refund processed immediately.

I pre ordered a game and it’s been 2 days since the game came out and I still have no game! I pre ordered it to get the game first! I have 2 more coming soon so this better not happen again!

Shane at Leckwith Cardiff on security is one of the nicest gents I have ever met. Always greets me and my little boy. Always welcoming and kind. Always willing to go the extra mile I really think he needs some recognition for his hard work. Thank you Shane!

James

I would not have given any stars …today my granddaughters age 3 bought a unicorn each and when we got home noticed it had a penis and testicles this is rated for 3 years old and when speaking to the store they did not find it inappropriate was told to ring head office i don’t find this necessary to have on a toy at all i was told that on looking the staff on the phone came back and yes its fine the male unicorns all have testicals and penis but 3 year old it’s disgusting I no I can take them back but it should not be on sale my granddaughters have cried there eyes out because we have taken them off them I would love to know what smythe toy store as to say I am protecting my granddaughters age 3 it is to much

Returns policies are unclear. We bought a car seat from here, explained what we were looking for when in store, no mention that car seats are classed as a ‘nursery’ item and therefore non returnable. Turned out the car seat wasn’t appropriate for what we needed and we figured this out without opening the box - tried to return said unopened car seat to swap for a different one to be basically told to F off. So now stuck with a car seat we can’t use and have to purchase a different one - obviously will be looking elsewhere for this and having it fitted on the day so we don’t get stung again.
The returns policy on these items needs to be MUCH CLEARER. If we had known this, we would not have bought it in the first place. Car seats do NOT go in a nursery, so to expect people to know to class these as a nursery item is ridiculous.

Ordered a scooter for my son, well priced, dispatched quickly and arrived in good time. No problems at all.

Ordered a present online to be delivered to my grandson at his home address.
Order accepted then cancelled 90 minutes later by their online security system which apparently is out of their control and the order cannot be reactivated.
Their own online security is out of their control???
I have used your shops before but never online ordering, I won't be using either in the future!

I was trying to return a PS5 controller i purchased yesterday as I wasn't too impressed with the quality of it so reserved another one and picked it up. I was told that there were no refunds on the opened one, which is unusual in my experience. The (I think) manager in Sunderland store was pretty abrupt in his manner, and was pressing the buttons pretty hard and quickly, so I was caught on the back foot and left disappointed. I'll never use Smyths again as my experience was certainly not a good one. I would like to return the pink controller picked up today. I would have rather kept the pink one and refunded the purple one but one thing is definite that I will never use Smyths again (I have PS5, Xbox X and S, Switch 1 and 2 and PC). It's such a shame as I was very disappointed

I had a great experience at Smyths Toys in Milton Keynes. Yesterday, I bought a bicycle as a birthday gift for my child. I chose to assemble it myself, but after spending the whole evening putting it together, I realised the brake wasn’t working properly.

Today, I took the bike back to the store, and the staff were extremely helpful. They quickly checked the issue and fixed the brake within a few minutes. Their service was efficient, friendly, and professional.

I really appreciate the support I received and would definitely recommend this store to others.

Terrible click and collect service, from notification of order ready to them cancelling the order was 47 hrs. Leaving me 22 hrs of store opening time to collect. The staff at the Stevenage branch were completely useless with zero interest in helping. The manager was nowhere to be seen and wasn't answering their phone. The staff blindly followed policy with no discretion even though the item was still sitting on the shelf they weren't able to help. As a long term Smyths customers this experience just shows that they aren't focused on customers anymore.

Say 1-3 working days but thing I ordered is coming on Tuesday (4 days)

Stay away from this company. Order placed for Christmas. Courier delivered elsewhere. Delivery photo blurry and dark. Didn’t show me or anybody at my address nor did it show my address. Smyths refused to refund or replace. Took them to small claims for my £380 back and they offered back a £60 refund. Nasty company who completely breach consumer rights law

Awful!! Smyths used DHL who lost my item which was a much longer for and well deserved birthday gift.
No phone number to contact just a cop out of someone will hopefully get back to you within 48 hours on website messaging.
DHL passed the buck .
Smyths really don’t care about their customers and they should. Look what happened to Toys R Us!! Wish I had used Amazon!
Shocking customer care

Brought a trampoline for my grand kids plus the pins to secure it, they arrived first . I was looking for it to be delivered by the 10 th April , said would be there the very same day,brilliant as I needed it fir the 11 th .
The top arrived on the 10th kids were so excited ran to the he garden , only to find it was just the top . How disgusting the second part arrived the following week . £130 of disappointment, it’s still in the box or should I say box’s .emailed as soon as but being Friday heard nothing till Monday , said the told us it would come in parts , yer you did but delivery by the 10 th April . Emailed again no joy . Never am I buying from then again discusting smilths toys

I would like to thank Kane for this service at Peterborough smyths, I was trying to figure out what switch I was getting for my sons birthday and he talked me through the different switches and the benefits of them! He was so patient with me asking a load of different questions. I will definitely be back!

Visited the baby store and disappointed with the staffs knowledge regarding strollers and pram.

I was after a stroller which turned parent and world facing, knowingly that cybex easy twist 2, Joie 4 in 1, oyster 3 and 4 and mamas and papas flip xt3 turn to name a few however was advised strollers only turn outwards and would only come in a travel system.

I'm aware that Smyths don't stock some makes listed above however when I asked 'do they sell them individually online other places' I was again advised 'no only as a travel system' which is inaccurate as I later went to an independent baby store where I bought an oyster 4 stroller alone which debunked the information provided by Smyths.

Please be aware customer service may be good in regard to the products they sell but I don't feel the knowledge in the baby room is there in regard to the whole stroller and baby market out there, independent stores have thorough knowledge and information and more choice.