Cottage Toys Reviews 38

I have emailed cottage toys on more than one occasion and no one has come back to me. I’m having a faster response from DPD who are trying to help sort out this issue.
This company is fraudulent in my opinion and willing to take your money and not deliver the goods. It’s quite rude that not one person has the decency to come back to my emails in regard to my refund/lost item since December 20th. Very untrustworthy, will NEVER shop with you again and until I have my refund, I’ll be sure that none of me family/friends shop with you ever again!

I'd never heard of Cottage Toys before but saw they were selling some great brands like Tender Leaf and Threadbear with a 50% sale. It seemed a bit too good to be true and after reading the reviews on here I was a little bit sceptical but also a lot of the negative reviews on here seem unfair and I liked how Cottage Toys were replying with their side so decided to give it a go!
I ordered a Tender Leaf carrot counting toy and a Threadbear bunny, got my whopping 50% off and now two days later my order has arrived in perfect condition 🙌🏻 Honestly faultless service, fast delivery and amazing discount so wanted to leave a positive review on here!

I bought two items on their website as a gift. They both were in stock at the time of purchase and I received an email to say that the items are on the way next day. I paid £4.95 for standard 2-4 working days delivery. After 2-4 working days passed I went to check confirmation of postage email again just to find a missed email about one of the items being out of stock that went to spam folder after they sent email confirming that items are in stock and being posted 🤷🏼‍♀️ I then replied them back apologising for missing their email and said that I could take other colour but I feel that I should be reimbursed for the delay. They then replied to say that they arranged next day delivery “as a goodwill gesture” 🤭 well it’s not next day delivery, more like next week delivery.. I sent couple of emails asking to cancel the order or reimburse me for delivery charge but heard nothing back since. I should have read trust pilot reviews prior!

Extremely bad customer service. I ordered a bed worth >£1000 with a lead time of 3-4 weeks. I explained to them my son didn’t have a bed and we really needed the bed on time. It was extremely frustrating trying to get any information from this company. After 4 weeks there was no sign of the bed and I couldn’t get any information from the company on the status of the bed. The phone number on their website goes straight to answer phone and nobody returns your phones calls, I had to wait 8 days for an email response to know where the bed was. They lack transparency and it feels like they keep information from you on purpose. 8 days to reply to an anxious customer is unacceptable! I managed to get more information on the status of my bed from the UK distributors. It was very stressful ordering such a high value item with this company, and in the end I got the money back through my credit card company. I would not recommend ordering from this company. Very poor.

Awful experience. I have been back and forth trying to find out where my refund is - the WORST customer service I have ever experienced.

Absolutely love this small business, I have used them numerous times to purchase children’s toys and have always had a very positive experience.

Good communication and very quick delivery.
Very stringent refund policy - so make sure you read the small print before buying, You won’t get the full amount refunded due to “restocking prices” which is shocking given the electronic forklift technology (+ man power). Maximum 14 days to receive full refund and you have to fund the delivery costs yourself.I have never considered delving deep into the small print before, and that I take as a personal lesson, but I wouldn’t buy from here again.

I ordered a Dutch soft doll, upon receiving this the face of it was dirty. I emailed them to advise this, the email I received back was basically telling me it couldn’t be their fault it was dirty, if I wasn’t happy I would have to pay Royal Mail postage to send back. I believe this is unacceptable CS. The doll isn’t unwanted, I’m not returning because I’ve changed my mind, the doll is simply not in a good enough condition to give as a gift which is it intended use. I do not believe as the customer I should be responsible for paying the return postage for a damaged item. When I asked to clarify this, I’ve never received a response.

Fantastic service. Ordered 4 presents on Wednesday - arrived Friday the same week! Really impressed. All products look lovely. Highly recommend and will order again. Thank you

I ordered two items for my daughter for Christmas to go with her play kitchen. Beautiful products and they’re very well made but what made my experience so unusual and wonderful is when one of the items I received was the incorrect item, I emailed them, got a email back quickly and a phone call from who I believe is the company owner! They arranged a collection through Royal Mail the next day, who brought the label, collected the incorrect item without any hassle and cottage toys dispatched the correct item just minutes later! I quickly received the correct item and I was amazed with their customer service!! Things go wrong when ordering online but to know any mistakes will be rectified so easily and quickly is a huge plus for me!! I will definitely be ordering again! I have never received such fantastic customer service in my life! Well done and thank you cottage toys!

Bought a full Le Toy Van doll’s house and furniture set for my daughter’s Christmas present - ordered 14th October 2021. By Christmas Day we had only received the doll’s house without any of the contents despite being led along by Hermes to believe that it was arriving on Christmas Eve! I spent £50 and rushed around local shops to piece together some furniture and dolls which was very stressful and quite frankly ruined the build up to Christmas for my children. By February 2022 we had still not received the entire contents of the order, much less received any updates from the Cottage Toys team. I then had to email seeking an update on 7th February 2022 as we were still waiting 116 days later! I was given a refund of just £43 (my total order was £373 - not including the extra £50 I spent on Christmas Eve) and advised I should buy the remaining furniture elsewhere. The whole experience and customer service was extremely poor. This is the first time I have ever left a negative review online but I felt it was necessary as we approach the festive season in case other families would have the same experience as we did.

My children received a gift from their grandparents (3 weeks after they purchased it) we opened it and one of the parts was damaged. We expressed our concerns and they sent a replacement part. We put the set aside and waited for a replacement - when arrived we opened the rest of the set to find yet another part broken. We reported this and their reply was ‘you had two weeks to return it and you are over that time and we will not replace or refund items that have been broken through play over time’ THE ITEMS HAVE NEVER BEEN PLAYED WITH AS THEY ARE BROKEN!!!! Having received correspondence from the owner we have since resolved this, returned the item and we are awaiting our refund - we are now happy with the outcome of this and hopefully moving forward the original communication will be better.

Lovely toys but the live online chat is useless 🙈

I ordered a toy for Xmas for my daughter and I was sent the incorrect item. Instead of arranging a courier to collect this, and send me the right item, I was asked by Cottage Toys to arrange a drop-off at my post office which is inconvenient. I pushed for a courier but I still haven't received the right item and it's now February. They only offered me a 5% discount for this. I won't be shopping here again.

love the products excellent service. will be sending the farm to my granddaughter in australia for christmas

Great customer service and brilliant unusual products. I am so happy with my choice. Thank you.

After a rocky start to my order due to supply issues, I have to say that the customer service team has been very responsive and helpful in getting my issues resolved.

I first ordered a doll's house with another company on 2 November and it took a full month and a complaint via Paypal to get my money refunded for an item that was never sent to me. When I reordered via Cottage-Toys, I was contacted soon after order to say the last doll's house of this particular make was damaged and they couldn't send it to me in this condition, and offered an upgrade. I ordered the upgrade which then ended up being out of stock so I needed to wait an extra week.

I recognise that this doesn't sound like a great review BUT
1. the team was always in contact, and honest with me to ensure that they didn't over promise
2. I understand that there are supply issues every year around Christmas, let alone during COVID
3. In the end I received a really great doll's house which is worth more than I paid because the team was willing to make it right. I would order from Cottage Toys again with confidence.

Very disappointed as I placed an order for 3 items on November 9th for a friend’s daughter’s birthday. I got an email to say that they were awaiting stock for 1 of the items but it should be there the next week...I chased this a couple of weeks later and they said that they still hadn’t received stock but would be soon.
Chased them a 3rd time and they said they still didn’t have the item and that one of the other items were not available as the last one was broken......asked for a refund and heard nothing back.

Emailed again this week to ask for a refund.

It shouldn’t be this hard! I’ve now paid for items I haven’t received and had to buy alternative presents.....I won’t be ordering from Cottage Toys again.

A joy and a pleasure to shop with Cottage Toys. A beautiful edit of toys, home, and even pretty hair things. The perfect destination for parents who want beautiful items for their family. So nice to support such a wonderful small family business. And a Mother too! The customer service is so lovely. Jess the owner really wants her customers to have a wonderful experience when they shop with Cottage Toys, and her dedication shines thru

UPDATE TO MY REVIEW - 08.11.2018
Just spoken to Cottage Toys and was accused of harassment! The gentleman shouted down the phone at me and put the phone down. Whatever you do, don't buy anything from this company. They are happy to take £140 of people's hard earned money and not even offer an exchange for items that are in pristine condition. Personally, I think the baby gym is unsafe; however Cottage Toys and the manufacturer believe otherwise. That said, they have a commitment as a retailer to ensure their customer's are happy. Obviously not in this case. Don't by toys from here - go to a reputable retailer, like John Lewis, etc.

I'm giving this 1 star because I can't give it zero! I ordered the Sebra Baby Gym for my sister's new born two months ago. She had her baby girl on Oct 8th and last week took the gym out of the packing to use it. She set it up and within moments of setting it up and putting her new born underneath it, her 19 month old son, came over and knocked it over. The design of the gym doesn't have anything to hold the 2 pieces of wood together, meaning it fell apart and straight onto her new born. Now Cottage Toys will not even do a refund or return on the item for us, saying it's not their problem. DON'T BUY FROM THIS COMPANY WHATEVER YOU DO!