tonies® Germany Reviews 1,100

My experience mirrors everyones around here in that:
1) I made a purchased at the end of November thinking a month would be sufficient to receive irder for Christmas
2) currently my 'tracking' shows that an order was made on the 11th Dec but nothing else.
3) my queries using their contact form has been ignored although I was asked to bizarrely rate their non response

The only reason why ive given an additional star is that our tonies box did stop working within the warranty and they did replace it. Although not great that after light use (ie just by the bed and not dropped or anything...)

I also agree that the company shouldn't be making potentially misleading claims that they can deliver christmas when atm there is no guarantee we alongside others will receive our orders. Also I find it poor that operationally its not set up to meet an increased demand for products in the run up to Christmas?!

I placed a £135 order weeks ago for my daughter’s Christmas present and still have no dispatch email, and the order doesn’t even show in my account. I’ve tried contacting Tonies via the contact form and email on three separate occasions and received no response at all.

We leave for holiday this Friday, and now my poor daughter won’t even have a present to open. This has caused so much stress at what should be a happy time.

Absolutely unacceptable customer service. I am now in the process of doing a chargeback through my bank. I will never use this company again and do not recommend them to anyone.

Order number: GBC202500626940

I’m extremely disappointed with my experience with Tonies customer support. Over time, I’ve spent well over £300 on Tonies products and have always taken good care of them. Unfortunately, our Toniebox failed just outside the warranty period, and despite explaining that it had been well looked after, the issue was simply dismissed.

Given the price point and the fact that this is a product designed for young children, I expected better durability and, more importantly, better aftercare. There was no meaningful goodwill gesture or reasonable solution offered, which was very frustrating considering the loyalty and investment I’ve shown in the brand.

Tonies promotes itself as a premium, family-friendly product, but this experience has made me question the long-term value and support customers can expect once something goes wrong. Parents should be aware that if a device fails shortly after the warranty ends, support may be very limited.

I had hoped for a more customer-focused resolution, but sadly this experience has left me reluctant to recommend Tonies to others.

@ Tonies, don't assume gifts were for Xmas! I have been contacting your customer service numerous times. It's not my fault you are unable to track. It shows lack of efficiency in your system.
You should really think about your service, "Customer happiness team", is it really?

I could give -1000 star but it's not available.
Ordered few weeks ago as gifts for kids. It's not been delivered yet, with no visibility.
1000s of email follow ups but to no avail. Have given up now. Kids are very very disappointed!!! Absolutely unacceptable!!!

There is no way to contact customer service and Yodel have now told me they have lost my parcel and to let Tonies know. It’s ridiculous, I have lost so much money!!!! I am so disappointed by this business and its complete lack of support. I have no idea what to do now

Customer service is virtually non existent and the little correspondence you do get is copy and pasted. They take their time responding to customer queries but respond within hours when a negative reviews comes up on this.

I ordered and the website said a few days. Right after I ordered I receive an email saying it can now take up to 9 days. Shock and horror the end of the 9 day window has passed. And received an email presumably sent to everyone saying it will not take up to 14 days. Who’s to know if it’s actually going to arrive before Christmas.

Not sure why it’s taking them so long to respond to customer queries when all they’re doing is copying and pasting generic responses trying to be cute and mentioning “elves” and “working their hearts out” etc. No one cares. This is not on your staff, the company needs to take responsibility. Communication before the end of the delivery window would have been massively appreciated.

At the very least they should stop taking orders until they’ve fulfilled current orders.
Seems there are those lucky/unlucky enough to have their orders dispatched to be subsequently lost by Yodel. Company need to bite the bullet and just pay for better couriers like Royal Mail, DPD or DHL literally anyone but yodel to deal with this fiasco. With tonieboxes and toniea costing £100+ surprised they don’t already do this.

Looking forward to the copy and paste job response I get below. All the responses I’ve seen on this so far are the same saying sorry etc and they can’t find any previous correspondence from that person. Like what are you doing if you apparently can’t find a single piece of correspondence from any of the customers on this complaining. Do you think people are genuinely buying you can’t find any previous emails from stressed out customers looking for their orders?! Laughable and abysmal customer service. Whoever is in charge of customer service needs further training

Queue the copied and pasted response below:

Terrible customer service in UK! I have sent multiple emails and no one replies to anything. I feel so cheated that they’ve taken my money, never delivered my order, have lost it and now don’t reply to anything emails!! Seriously disappointing. Please reply to emails order GBC202500519710

Still no contact from tonies dispite my instructions to email them quoting trustpilot .. this company is now reported to trading standards! avoid at all costs.

Awful. I ordered on the 24th November and still nothing. I have emailed 3 times with generic responses telling me to check the tracking of which there isn't any. I am so upset that now all I want is my refund but how can I get one when no one is there to answer your problems online? This is madness ...

Order
GBC202500556909

It’s been over 10days and no shipping confirmation yet. The order is not reflecting in my account either, for me to be able to track. I am feeling very helpless and frustrated. They just send standard thanksgiving delivery timeline mail. I am not able to find a phone number I can call either. I live in India and my relative in the uk was supposed to bring it ever but he hasn’t received yet and he will be departing soon so it’s been nothing short of a nightmare.

Appalling customer service. Placed an order which needed to be cancelled. Emailed 45 minutes after the order went in to ask to cancel. Received an email the next day saying my order could not be cancelled as it has already been processed. One week later and my order hasn’t even been dispatched! Ridiculous! I emailed again, pointing out this state of affairs and received nothing more than a copy and paste reply exactly like the first response they sent me. Parcel will be going straight back and I shall tell everyone I know not to bother with this company as they don’t even have the decency to give proper customer service!

Stuck on startup, had 4 different errors during one setup. Threw it in the garage as setup sound wouldn’t stop.

Went into John Lewis Cardiff to the toy section cloud pink Toniebox 2 wasn’t out on display ask an John Lewis worker if had cloud pink Toniebox 2 she went to there warehouse and I was in lucky there was cloud pink in stock she brought happy I bought it will review again when buy an Tonie e.g. kung fu panda

We’ve had our Toniebox 1 since Christmas 2023 and unfortunately developed a charging fault. As we were still within the 2-year warranty, I contacted customer support. They responded quickly with clear troubleshooting steps, and when these didn’t resolve the issue, they arranged a return with the option of either a code to cover a new Toniebox 1 or £75 off a Toniebox 2.

The returns process was simple and efficient. I was given a QR code to take to the Post Office, where it was scanned and attached to the parcel. After uploading a photo of the postal receipt, I was issued the replacement code straight away—they didn’t even make me wait for the item to be received.

We’re now waiting for the new box to arrive, but overall I’ve been really impressed. Excellent, hassle-free customer support from start to finish.

0 Stars

I bought several Tonies figures months ago from tonies.com, expecting that they would continue to work and that I could expand the collection over time. Now I find out that it is no longer possible to buy new content in the language (Danish) they were originally sold in.

This is deeply frustrating. I invested in the Tonies system precisely because it supported Danish content, and I wanted to build a library for my child. Months later, the figures themselves still work, but without the option to buy new Danish content, the whole system has lost its purpose.

To make matters worse, there is absolutely no help or compensation from the company. Tonies takes no responsibility for leaving customers with products that are suddenly limited and far less useful than what was promised at the time of purchase.

Similar to a previous review , if I could give this Company 0 for their Customer service I would .
Firstly the website has so many glitches on it and consequently I had to go on “ chat” which wasn’t very chatty at all ,took an unbelievable amount of time for someone to join and then to get nowhere with a solution to the issue I had ! Eventually order was placed via the app I had to download ,but then it wouldn’t accept the delivery address and now ending up being sent to my house which is ridiculous as a present for a grandchild who doesn’t live here so the least they can do is refund the postage I will now have to pay!
All in all a very painful shopping experience with an incorrect delivery

Each Tonie we buy is a disappointment. Either it doesn't include every song from the movie or they manage to find a truly atrocious singer to cover it. My kids notice a difference between the movie version and Tonie version, and considering each figurine costs upwards of $17, it's a mystery as to where that money is going, because it's certainly not into quality or the proper licensing.

If I could give no stars, I would.
Dreadful customer service and you can not speak to anyone. My Tonie box is not working, and I asked them to fix it ( not a refund or a new one, just a fix). I am just out of my warranty, and they said they can do nothing. I have spent a lot of money on all the bundles and characters for my granddaughters. It's just not good enough. Don't order one

Not impressed - customer service is appalling. You can't talk to anyone directly on the phone it is just an email address which they are slow at responding too and when they do just send generic customer service spiel - your enquiry is very important to us, we'll do out upmost etc etc... with no actual action.

So far I've ordered a Tonie box with multiple figures and yet to receive the item or even a refund.

They have used Yodel which are useless. I've received no updates via Yodel except they had received the item and now have returned it to sender despite not even attempted to deliver the item and when I went to the depot directly to collect it they said they didnt know where it was..

All round disappointing and currently left with no tonie box or even a confirmation of the refund - very very poor service

Setup is so user unfriendly - not of this time. I am ready to send it back how hard can it be for this heap of cash you get.