Sonner Toys Reviews 876

Two orders in May. Not pre-orders, products available for shipment. Company unable to ship to UE. Despite of numerous emails asking for updates, refunds no result, no answer! The worst buying experience in my life.

Still no response to the cancellation of orders I made over a year ago going to have to go to trading standards about this disgusting company.

If I could have given this 1 star I would have! This company is absolutely disgusting! The worst customer service I have ever received!

I’ve been sent around in circles constantly through the entirety of this process. I’ve been lied to, sent around in circles, had my money taken and still not seen a refund!

My order, #40591 (£48.97), was cancelled way back on the 25th October and I was told I would receive the refund shortly after… We’re now on the 17th of December and nothing has been refunded yet!

I’m now being ignored by customer service, nothing seems to be getting done about this! Infuriating as this is the second time having this issue and it took them months to refund my last Order!

AVOID THIS COMPANY AT ALL COSTS! They will just take your money and leave you out of pocket!

I preorderd months ago, have emailed them and messaged them saying I want a refund. No communication whatsoever! Had this issue last year but they did responsd, so thought surely it wouldn't happen again. Do not buy! I preordered in February!

Absolutely disgusting company. They took over £100 of my money 15 months ago and I still haven’t received my items. They promised me a refund multiple times but have since then ignored me for months. There’s absolutely no way to get hold of anyone.

They’ve stolen my money. Will be reporting to trading standards and taking this further.

Absolutely awful company, placed a pre-order that was ordered in august due in October/November, not even an update to say anything about a delay etc. was happy to wait, now December and nothing, contacted multiple times and all messages ignored, I trusted that I would get my item but just feels like a scam, had to get PayPal involved, please order at your own risk, I did and was most certainly not worth it, far better pop places - AVOID

Dreadful customer service. I waited 18 months for pre orders that were due a few months after my original order. I cancelled my orders and now have to wait 30 days for a refund. As if they haven’t had my money for long enough. New management, same shocking service!!

I've ordered 3 STAR WARS Funko POP dolls a year ago ! Because it takes too long I've asked to cancel my order and return my money. They have been answering my mails, telling me to be patient, so far I've seen no money and no Funko's. Last conversation was on 12/10/2022.
Their reply as usual: Hi Vicktoria

Thank you for your email.

I am sorry to hear you have still not received your refund, I do sincerely apologise for any delays. I will be chasing this up with accounts again.

Many thanks for your kind patience.

Julia
Sonner Toys

Somebody help me solving this issue please. I paid around 70€ for my order :(

I could sit here and have a full on rant about my experience with Sonner Toys but my frustration has since been replaced with both a feeling of embarrassment for them as well generally feeling sorry for the business as they appear to be going through a prolonged period of treating their customers with high levels of disrespect, the very customers then need to survive. What is also evident from my experience and the perception I get, is a serious cash flow issue which is seeing a large number of customers out of pocket and effectively in limbo as it is impossible to get my refund/money back that I requested on the 12th Sept from a preorder (30013) I placed in Q1. I then received a response within 24/48hrs stating that it would be processed and sent over within 14 business days.
Therefore it should come as no suprise as so many other reviews have highlighted before me, that almost 3 months later and a chain of 26 emails, I have still not received my money.
What is also clearly evident is the blatant delayed response time from them and when I do get a response it is your typical, old text book response of "I will follow up now to see what the delay is and will get back to you once I know more". That was the last response I received last week and 2 chaser emails since, I am being completely ignored.
Sonner Toys do not deserve the custom that they so clearly need to survive, from the same customers that they are willingly disrespecting and ignoring.
This is people's money that they are holding on to and if Sonner Toys have any hopes or aspirations of growing as a business then they need to be open and honest with their customers.
By the looks of other reviews, they have lost a number of customers and that trend will continue until they sort their act out but the worrying thing is, they know full well what they are doing.
I've never felt the need to report a business to trading standards but have in this case as I have been pushed too far and disrespected enough - safe to assume that the vast majority of their customers have been.
2 things are for sure - I will never use them again for anything and it looks like all our non-refunded money was spent on the nice new shop refurb.
Do yourself a favour and seriously air on the side of caution when thinking of wanting to purchase anything from them....there are far better and reliable alternatives shops out there

It does pain me to write a one star review, but I feel it's only right to alert people before they use a company. I have an action figure on preorder with Sonner Toys since 4th June 2021.
To start, I have fully understood the delays that have arisen from both the pandemic and Brexit. I have waited patiently and believed my figure would arrive. I have been in contact with Scott (company representative) and he informed me that they've been let down by their suppliers - which is entirely possible and understandable. What is not acceptable however is the complete lack of communication from the Sonner Toys team. They have £40.98 of mine that I'm very wary of ever seeing back.
Again, I hate leaving bad reviews for a company but in this case I feel other consumers need to be forewarned. Thanks!

Frustrating experience unfortunately. I’ve waited patiently since August but decided to cancel 2 weeks ago after seeing so many other stores with my orders in stock.
I have asked to cancel my order on numerous occasions now by email and social media but the usually good response rate has now gone cold. Please Sonner, just cancel my orders and refund me. I’m not sure how this is going to give people confidence in shopping with you again. I still have a third order placed with you that I plan on honouring as I believe in second chances and hope you can sort this all out.
Kind regards,
James

First time using and service was great, 3 items all at sale price and best price online. Postage was a little high but I guess I saved on goods. Email confirmation for despatch. Royal mail tracking email received. Ordered Friday night and shipped Monday. Will use again.

Preorder july nothing from them email after email rubbish dont buy from these conartists. They have over £100 of my money.

Like many others I have been taken for a mug by Sonner Toys.
Pre-Ordering items that have still not arrived after 6 months, with no contact or replies to my emails and webchat. I have asked for a refund but still no response.
I will be visiting the store in person very soon!

Complete joke when it comes to pre-orders. All standard contact is ignored, yet should you complain online then expect pithy retorts. Trading standards have been contacted and I suggest you do too.

Preordered a pop beginning of the year and still haven’t received the item or an update, been trying to contact them through the new website, instagram, Facebook and email and have not received any replies. Just want to cancel the order and get a refund now but can’t seem to speak to anyone

If the item is instock then they're great, items are shipped in a timely manner and well packaged.... BUT i will not ever use this site for preorders again. Absolutely shocking that there's no updates, on preorders unless you try to find the answers yourself, if you ask for a refund it takes forever for it be processed even though on the site it says 7 days. Yet I'm still waiting a month after the fact I asked. Still accepting orders for preorders yet are unable to fulfil preorders already outstanding.
Overall if you want an already stocked item great, if your after a preorder avoid.

Update: I have now contacted trading standards. 7 days it states for a refund. Not a month or longer. Despite me sending emails still no reply. Will not use again. Seem like they scam people by accepting pre orders, never to fulfill them and then keep your money when you've waiting patiently for x amount of months for the item with no update. Shocking behaviour from a so called business. Hoping trading standards can look into this to check how many others are been ripped off

Update number 2.
Stopping me from commenting on social media posts won't make me go away you have my money and I want it back. There's no way I'm allowing you to continuously rip people off with your scamming ways. I'll be contacting my back and asking them if I can have a charge back authorised. We're in the middle of a cost of living crisis and your pathetic excuse of a business is ripping people off for fun..

Unfortunately I can't give a minus in the amount of stars available... anyone else whose been ripped off look into chargeback through your card Provider..

Update number 3.
Finally got a full refund on the items. But now awaiting refund on 3 other outstanding items. Absolutely shocking that they still blatantly ignore customers. I suggest you take your business elsewhere rather than give this shoddy excuse of a company your business. No customer service and no communication when so many people are awaiting orders.

I ordered a pre-order Funko on 20th August 2021. I understood the item would be sent when it arrived from abroad ( I can't recall the date but it was several months on from the date of ordering.)

I contacted customer service on 24th January 2022 asking for an update. I was advised on 2nd February the new delivery date was "March latest".

March came and went and 26th July, I contacted again asking for an update.

No answer so I emailed again on 15th August.

Customer service came back on 17th August and advised the supplier had no solid ETA for delivery.

I was then offered another item for the same value or a refund. There wasn't anything else I wanted so I asked for a refund on 24th August.
I was advised on the same day that my refund had been passed to accounts to be processed and that it would be with me in 14 business days.

On 19th October, I chased as the refund had not arrived. The next day, I was advised the refund request had been logged and it would be chased.

16th November, I still had no refund and asked yet again what was happening as it had now been 3 months. I also advised that the card I paid with was no longer in use, so asked for the refund to my Paypal account. On the same day, customer service came back and and asked for my Paypal linked email address (which I had already given them in August and is in the email trail) in order to process the refund. I emailed to confirm the email address used in 17th November....and as of today, 28th November 2022 I am still waiting.

I appreciate that the delivery of the goods is out of their hands, but I have had to chase at every step to get any kind of update, as to the location of my goods or now my refund.

It is absolutely ridiculous that after 465 days, I am still without the product I paid for or the refund I was promised over 96 days ago.

Avoid.

I wish, I saw the reviews earlier.
(Pre-)ordered a Stranger things Funko a few months ago. Estimated shipping was October, there was still no message that the figure got shipped. Now I saw, that the figure may (eventually) come out at the end of January 2023 (with not guarantee)! No message of information, just keeping the money. Glad that I'm getting my money back through PayPal!!

Firstly I want to thank Julia, she was extremely transparent as to some pre orders that just where never coming. I also never held sonner toys accountable for the lack of arrival of pre orders, it is genuinely not their fault that suppliers are letting them down and in turn letting customers down. However since Julia sent my refund to accounts for processing on 24/10/22 I still haven’t received my refund. I have emailed once again on 01/11/22 to enquire and was told they where working through refunds as quickly as possible and I would be notified. Still I haven’t heard anything four weeks on. Unfortunately I am now twice out of pocket due to the pre orders not being available (which I ordered and paid over a year ago) and having to purchase from elsewhere. It is at the stage now where I really need my refund as I cannot afford this. Please please sonner toys can I have my refund ?