Sonner Toys Reviews 876

Ordered 17 mystery boxes at an amazing price as part of their promotion. We got 17 individual figures all worth more than what we paid for and not a single duplicate. Arrived fast and earlier than expected. Great service and exceptional value

Recently contacted them through their website and through Facebook messenger. No response yet. Something's not right with their customer service or the financial state of the company.

Still chasing my refund, they have stopped responding to my emails.
Sort this out now please before I put in for a chargeback and report you to trading standards!

initially seemed to be pretty decent prices & good customer service - i placed a pre-order (order #35055) along with 2 other items.
after months of waiting, no items & no replies to emails, facebook messages or messages left on their site. no refund & no items so far...
all in all i'd urge others to avoid this company as clearly their conduct is less than ethical & their 'customer service' in the end, nonexistent...AVOID!!!

I originally placed an order back in July 2021. Got to July 2022 and emailed to find out what was going on. On 29th July, Scott replied to say there was no ETA on delivery so I cancelled the order and requested a refund. Was told I would receive it within 14 working days.

Emailed again on 15th September as I hadn't received any refund. Didn't get a response to that email so emailed again on 2nd October. Didn't get a reply so went on the web chat where they said they would chase up accounts. It's now 26th October and still no refund. Have had the chat open today since 13:46, it's now 16:30 and no response yet. Clearly they have no intention of refunding my money.

**Update 31/10 - I have now received a full refund**

Possibly the poorest customer service I've experienced from a retailer.

I preordered multiple items on 02/06/2021, to date this order has not been fulfilled with multiple communications via email and social media ignored including my most recent request for a refund.

Their complete lack of communication throughout this whole process would put me off ever using or recommending them to fellow collectors.

Pre-ordered some items totalling £53.99 on 26/06/22, items had not come into stock by 16/09/22 so I requested a refund. Since then I have been promised a refund but due to 'backlogs' it's been delayed. I feel as though they've just stolen my money with no intent to refund. AVOID THIS COMPANY!!

Yet again I am still waiting on my refund I had a message to say they are chasing it up and nothing since again. Wth is wrong with this company I've never had issues like this in my life with online retailers absolute shock 36843 my order number

Ordered a Pop! Figure in Nov 2021, was advised it was not in stock. I sent an email in January to be advised it was still not in stock. Long story short, have been trying since April to get my money refunded with many excuses and empty promises of getting a refund. Have held off putting this review on but it is now October, almost a year after my original order and still no refund. Dreadful company of thieving, unprofessional liars who clearly have no intention of refunding me. My advice, use a reputable online shop such as Merchoid for any purchases.

I cancelled order 35192 on 28th September but still have no refund.

I asked to cancel orders 39531,39513 and 36470 via email (23rd Sept to help@sonnertoys) and chat last week but have met dead ends or had no response.

Please can someone help me get my £300 back before I have to go down the chargeback route.

I placed an order the start of 2021 for one Funko that was ready available & 3 for preorder. I received the Funko that was available & waited for the other 3 to arrive.

I’m still waiting. And it’s currently October 2022.

I received no update on the items & when they would be available, it was only after the 7th email that I got a response telling me they didn’t know when they were getting them in stock. I genuinely believe that unless I’d brought it up, they would of just kept quiet about the whole thing, like some shady affair on East Enders.

*I should mention that by this point, it was well over a year since I placed the initial order.*

When I finally got that response in August 2022, I was offered items to the value I’d spent or a refund. I chose the refund and honestly, I think getting blood out of a stone would of been easier.
Fobbed off doesn’t even come close.
Every time I speak to ‘Jen’ I’m told she’s chasing it up, there’s a back log in the payments department, she’s very sorry I haven’t received it by now (are you though Jen?), & several other feeble excuses that basically equate to “you ain’t getting that refund any time soon”.
At the time of writing, I’m still waiting for my refund & judging by other reviews, I’ll still be waiting for months to come. Pretty certain I could walk the length of the UK & back & my refund will still be “being looked into”.

I don’t think I’ve ever encountered such horrific customer service before. It really isn’t hard to keep customers up to date with their order, nor to process a refund when it’s requested.

Jen, if you see this, I’ll be emailing you again in the morning. I’m about to clog up your inbox like Elvis in the toilet until I receive my refund.

*edit. It’s a Julia I was speaking with, not a Jen. Began with a J, I was almost right.

Do not preorder or buy anything from Sonner Toys.

Extremely poor, avoid at all costs. Been chasing a refund since July for a cancelled order. I am always told the accounts team will look into it. Bought via PayPal but because it's over the PayPal time limit they cannot do anything.

Ignore emails so only Facebook messenger is available and it takes them days to respond with the same answer.

Still waiting on a refund after nearly a year. No one responds to emails. I don’t think anyone here cares. Just happy to take your money.

DO NOT BUY FROM HERE!!!!

They cannot fulfil orders and take on more than they can handle. They owe me over £150 in orders I have been waiting for for over a year! They ignore emails and make sure it runs over 90 days so you can't claim back on PayPal!! Thieves!!

Ok made an order paid sadly didn’t turn up due to other issues with supply’s these guys and girls went above and beyond to help me out and I mean for months trying to sort it for me. Response was fast when I was asking things they jumped on this for me. Very happy will continue to shop with them as a happy customer. Support the little shops !!

I purchased 2 mystery boxes £15 each plus p&p and although I knew they weren't guaranteed value, I thought it was disgusting to receive one pop worth £2 and one pop worth £4 ...I will never purchase from you again

I was hoping to avoid giving Sonner Toys a bad review but unfortunately, I am left with no choice but to do so.

I canceled a preorder with them (they didn't know when they would get the preordered items in stock, due to supplier delays - fair enough) on the 19/08 and was told that I would receive my refund within 14 working days, which is very reasonable. It's now just over 6 weeks and I'm still waiting for my refund. I have contacted them on several occasions, which I have been reassured that I have not been forgotten. They have had people on leave so have been short staffed. This was explained to me in an email on the 12/09, which was the last time I heard from them.

I feel that I've been patient and understanding enough but it's now got to the point that this is just very unprofessional. Which is a shame as it seems most other people have had a very positive experience with them. Maybe I'm just unlucky but I think it's only fair for me to voice my frustration in hopes that it will get resolved.

**Update**
Scott has reached out via email and has resolved this for me. It's unfortunate that I had a bad experience but I am grateful that it is now sorted.

I ordered some collectibles from Sonner Toys. They came quick and so well packaged. Can’t recommend this company enough.

I had to cancel my pre-order but the comms from Scott was bang on, simple, and thorough. I’ve used Sonner a few times and whilst there’s been delays (outside of their control) the items have always arrived in perfect condition and well packaged. Will definitely use again in the future.

Fantastic service, I was kept up to date with the progress of my order which arrived quickly and was well packaged. I will definitely be purchasing from Sonner Toys again.