The Entertainer Reviews 

Received an item which wasn’t working. Spoke to Refiloe who arranged a refund or replacement immediately. Can’t fault.

My husband, who has a mental health disability, returned an item that was faulty, with receipt and within 4 weeks of purchase. Becky in the Exeter store was rude, snapped at him that she would have to check the item was actually faulty, and when my husband tried to communicate he just wanted the money back as he was on a short break, she reacted unprofessionally. Even after my husband apologized for snapping back at her, and explained it's because he has ADHD, she did not apologise or try to explain in a calm and professional manner why she needed to check. Obviously my husband was upset he'd been treated like that, so I called the shop myself and spoke to Becky, who immediately became aggressive, talked over me and wouldn't listen to my concerns. I will now make a complaint to the company and hopefully Becky can have some much needed training in customer service and dealing with people with disabilities. One to avoid!

What an awful company to contact!!

Avoid at all costs.

I am a regular in store shopper as I like to support high streets and avoid the likes of Amazon, regardless of their pricing! But give Amazon some credit a recent damaged order was replaced and refunded within minutes of using a very simple online contact form. However, the Entertainer contact form is useless as are their customer service agents. One entry or reply causes the case to close and therefore the need for a new chat. The agents responses make no sense and don’t deal with the issue.

I ordered a scooter and received no emails to confirm dispatch date or if the order was progressing therefore after a few days I cancelled it. I emailed to cancel the order but it arrived that day and having ordered a replacement with another company made contact to send it back. At this point the WhatsApp agent confirmed he would contact the courier service for a pickup with no further updates. I have now tried for days to progress this and every method of making contact gets closed down. I have even tried the phone number and the option do not respond when you press the correct number and the bot just repeated the options.

I have finally confirmed the dates I will be home to have it collected after hours of fighting but they haven’t confirmed how they will contact me and again no response.

Really poor and avoid.

In a time of online retail or severe competition you won’t last long. Poor service.

Ordered a bike for my daughter on Monday 15th June 26. Website stated 3-5 days delivery. By Friday I had no communication as to where the item was, so started an online chat & was told it would be delivered Saturday. No delivery on Saturday so called & was told it was showing out for delivery but hadn’t been sent (?!) and was told I’d be updated. I was not. Sunday came & I called again only to be told I’d be updated again. Still nothing. Monday I contacted the supplier directly, as the Entertainer clearly don’t care, to be told that the item still hasn’t been sent & would likely not be with me before Wednesday. The supplier also said they couldn’t understand why I had no update as The Entertainer have direct contact with them via a portal. The Entertainer are an absolute joke, clearly do not value sales or customers & never return calls. They offer contact online but as soon as you ask a difficult question the online chat is terminated. Ironically the easiest part of this transaction was the cancellation, although I won’t hold my breath that I’ll get my money back any time soon. I’ve now had to order the same thing elsewhere in the hope that it arrives before my daughter’s birthday. I have never had to wait over a week for anything that I’ve ordered, I would have been quicker walking to the supplier.

I had an issue with a slow online order as I managed to get all the items I needed unexpectedly at the store. I spoke to Laeeqah.Jay via email and within 10 minutes and a couple of emails - the order was cancelled and the refund actioned. Very quick and efficient - thank you Laeeqah.Jay.

Ordered a scooter for my granddaughter’s birthday which arrived on Friday 12th June. The box had clearly been opened previously and the top part was missing, it had been covered over with a piece of card and taped up with brown parcel tape. The scooter inside wasn’t wrapped and there were no instructions. There were dirty marks on the handles and a small bit on the frame. Clearly this was either a return or had been a display model. I tried to refuse delivery but the parcel was just put inside my porch and the delivery man said he couldn’t take it and walked off.
Contacted customer service and sent photos as requested. The scooter was supplied and delivered by Plum Play so the customer service agent said she had to contact them to get it replaced. First Plum Play only offered a partial refund and I keep the scooter but that was unacceptable. I gave dates when I was available to received the replacement and for the other one to be collected then they came back and said they needed to collect the one I’d been sent before a new one could be sent out - absolutely ridiculous!
Now over a week later I’m still no further forward.
The response times are far too slow and as I purchased from The Entertainer online my contract is with them.
Therefore a replacement should have been arranged immediately and collection of the sub standard scooter should have been arranged for when the new one was delivered - it really should not be this difficult to resolve the issue.
I have now requested a refund and ordered a scooter from elsewhere as I need it urgently.

I have purchased products from The Entertainer many times before with no issues but have always collected in store.

Laeeqah Jay was very understanding of my situation.
Given the evidence, its highly likely that my package was stolen by the Evri courier. Not entirely sure how Evri are still in business.
Anyway, after explaining the situation to Laeeqah so sent another package out as next day delivery. Impressive considering that it was late afternoon by the time I reported what happened.

I ordered online and typed in the wrong delivery address. Went online with their customer service and Laeeqah Jayy helped me to sort it out straight away!

Dealt with quickly and professionally

Awful first drop at Tesco in Scunthorpe. Staff looked uninterested and turned up with next to no stock having advertised for 2 weeks.

I unintentionally ordered the same item twice. Refiloe, dealt with my cancellation request quickly and efficiently. I am very impressed. Thank you.

Refiloe was very helpful and managed to answer query

A useless customer service team who have no clue what there doing. Avoid this website if you may need to return something! It’s a headache.

Ordered some items via click and collect, I called the store (redditch) beforehand to make sure the items were availableas it was a long way and they confirmed that they were so put the order through whilst on the phone. I went to the store and spoke to the same person who I had on the phone and was told that the item wasnt available as although he had said the stock was available they had now been sold. I really wasnt happy as had double checked before coming so called customer services. I spoke to a man and he said that this situation should never have happened and asked if he could speak to the store as I was still currently outside, I passed thr phone to Sam ( who's badge said he was the manager) he took my phone and went outside. He came back and had hung up the phone and said that there was nothing he was able to do although the stock was still physically in the store he had allocated it to other customers so there was nothing he was willing to do.
I called back and spoke to someone else who went through everything again and asked me to check k the name of the manager, who it seems is actually a lady called Emma who had gone home, so they had no.idea why Sam was wearing the badge, the said that they were disgusted and that thisnshould never have happened but they were unable to anything other than issue the refund. I am really disappointed I now have 2 grandchildren who are upset that they didn't get thier gifts, the entertainer used to be a great company with strong values but now seems to lack any, I understand that items can not be available but this is why I physically spoke to the store to confirm before either placed the click and collect order, but the way this has been handled is terrible. They had all of my contact details so they could have even messaged or called to say unfortunately the items aren't available which would have saved a unnecessary journey.

Ordered an item for click and collect. The Entertainer cancelled it the next day with no explanation or apology. I presume it was actually out of stock. Complained using on-line form about the poor communication and three minutes later got a response - presumably AI - which said sorry for the lack of an explanation. Well that explains everything then...! Happy to take my money and not fulfill my order but can't be bothered with basic common courtesy. Won't be going back.

Tried to order an item for delivery to Northern Ireland & it wouldn't complete.

Contacted customer service & was told "We sincerely apologise for the inconvenience caused by the delivery restrictions. Currently, we only ship to UK addresses, which unfortunately excludes Northern Ireland at this time."

I contacted through phone & they confirmed above.

I contacted via x & was told they did deliver to Northern Ireland.

In the end was much easier to order from another retailer. Ended up being cheaper and much quicker too

Placed an order online and had confirmation and the funds went. Turns out the order never went through. Tried to resolve on the chat function but constantly timed out because the agent was so slow to respond. After 5 attempts I managed to come to some kind of resolution. Really poor experience all round.

Can't fault this place ever. Always happy to help. Laeeqah from customer service helped me with a return (due to two orders of same thing) it was very quick and easy. Lovely to speak with. Polite and made me feel at ease.

Parcel came next day, good quality, value for money, excellent service

Although I didn’t receive my parcel due to an issue with the delivery company, the customer service was very efficient. Sadiqa Manan was very polite and sorted my issue promptly.