Smyths Toys Superstores Reviews 

Farnborough Store:
I will be taking my business elsewhere from now on poor customer service willing to spend over £500 in store in one transection but the lack of willingness to help made me walk out very unsatisfied. Teenagers not wanting to be there rude and unpolite.
Being told you have a car seat in stock as per the website after waiting to be served for over 20mins then waiting a further 20mins to then be told they can not find the 2 showing in stock!
Stock displayed around store with no shelf edge label too.
Shocking store, Shocking Staff and Management

Went into store Stoke on Trent. Spent over £350 on various baby items. Smyths said they’d deliver them. They only delivered half the items. Trying to get in touch with them is impossible.
I paid cash, obviously got the receipt. It’s going to be very inconvenient for me to go all the way back up to the store.
Nobody answers the phone, or the phone gets cut off.
I’m fuming with them

I would leave zero stars if I could have, but wasn’t able to.
I visited the Cortonwood store today and found the person who served me ( Danielle) to be totally ignorant.
She was speaking to other members of staff via her ear piece, giving instructions on things which needed to be done before a store visit tomorrow. I assume this must be some regional management visit?
Anyway, I paid for my two items and was not given any eye contact, spoken to, nor acknowledged at any point of the transaction. In fact I wondered if I was invisible?
Perhaps, instead of making sure all of the vast amount of shelves are filled, Smyths should send their employees on a customer service course?
I won’t use this store again.

Had an issue with my gift card sticker pulling off the code. Wasn’t impressed to find there’s no phone customer services and needed to order my daughter’s presents. Thankfully the Facebook page is very quick at responding and helped me access the card.

I recently purchased a Babylo Crib for our newborn, and unfortunately, our experience has been very disappointing.

The mattress that came with the crib (only 3 cm thick) started sinking after just two weeks of use. For a newborn, mattress firmness and safety are extremely important, so this was very concerning for us.

We contacted customer service and were advised to bring the mattress to our nearest store. We did so, and the staff there clearly acknowledged the fault. They even suggested that compensation should be provided. However, the online customer service department later refused to offer any compensation or alternative solution. They showed no concern for baby safety and eventually stopped responding to our emails altogether.

In the end, we had to purchase a new mattress ourselves to ensure our baby’s safety.

I would not recommend this crib. The included mattress is not firm enough and does not meet the standard you would expect for a newborn. Very disappointed with both the product quality and the customer service.

I am very disappointed with my experience at the Eccles store. I purchased a car seat which remained completely unopened and sealed, and when I returned with the receipt, I was refused a refund without any proper explanation. I was not informed at the time of purchase that this item was non-refundable.

The manager’s attitude was unprofessional and dismissive, and the situation was handled poorly.

We bought 4-way ramp and when my son try it, the quality was awful. Description says it is good for roller skates, bikes, scooters. My son couldn't go on it with scooter, he just get stuck on the edge. We tried to return it and we couldn't. Return policy says only unopened and unused items can be returned. How people can see the quality without opening the box. Really disappointed, after this experience we definitely won't buy anything from there again.

Awful company. Sold me an unsafe playpen that injured my baby when she got her ankle wedged in one of the gaps. Told them about it and they continue to sell the product. Told me it isn't a manufacturing issue and they refuse to refund me. Disgusting.

Tried to redeem a gift voucher as part of an online order.

Was charged the full amount, despite this “customer service” insisted they had not take. The full amount.

When I told them they were wrong they then told to seek a refund for the voucher value once I have the items in my hand.

Absolutely disgusting.

Dave.

We purchased a travel cot, unseen from Smyth's toys Tamworth and went back to return it as it wasn't fit for purpose, we even asked the staff if they'd put their kids in the travel cot and they said no - and then the manager, Lewis, helpfully added "well I wouldn't put my kids in a travel cot", he was incredibly rude and sarcastic and prompted me to complain to Smyth's via the website, where he then banned me from behind the customer service agent.

Compare this with a recent experience buying a travel cot from Amazon, we returned it the next day no issue.

Yet another company who does not have customer service, i have had an issue with an order i placed with smyths toys online. I have tried phoning their customer service number which dose not work and i have also phone multiple smyth shops and no one is answering and when you use their form it send you straight to an Ai automated answer. I have also sent messaged to all their social media platform but nothing in return. I have asp tried there head office and now answer either. What an absolute joke of a company. Will not be buying anything from them again or any other company where you can speak to a human being.

Products good but absolutely shocking customer service. Ordered a cot and mattress, the mattress didn’t arrive for a week after the cot. Had to chase daily, broken promises of delivery by DHL. Cannot speak to Smyths you talk to an AI chat box. Never again will I use this company, should have gone to John Lewis & only used as website said order before 10pm for next day delivery but even that was incorrect as have to pay extra, was not clear - very very disappointing experience

Dear Smyths Customer Service,

I am writing to formally complain about my experience at your Smyths store regarding the Pokémon “Ascended Heroes” stock this week. This situation has caused significant distress to myself and my children and has left us extremely disappointed with how we were treated.

For the past two weeks, I have been visiting Smyths daily in an effort to purchase this item for my children, as it is limited to two per person and sells out quickly. I closely monitor your website stock updates across stores within a 10-mile radius.

Last week, I missed the restock by minutes. This week, I was determined to try again.

Earlier in the week, a manager advised me that delivery would be arriving in the afternoon and that stock would not be available until it had been scanned in. Today, after seeing multiple nearby stores receive stock and sell out rapidly, I returned to the store at approximately 2:30pm with my daughter and son.

A member of staff outside informed us that the delivery had not yet arrived. We waited outside for around 30 minutes. I then went inside to politely inform staff that we were waiting, only to find that the delivery was already present. The manager then stated it had “just arrived,” however we were parked facing the entrance to the retail park and had not seen any delivery vehicle arrive during that time.

My daughter and her friend were then told it would take around an hour to scan the stock in, and we agreed to wait patiently.

Shortly afterwards, I was asked to move away from the till area as it might appear that I was being served, despite the store being empty. I did so politely and without issue.

Around 40 minutes later, I politely asked a staff member who was scanning items if the Pokémon stock would be scanned last. He responded aggressively, raising his voice and speaking to me in a hostile manner. Another staff member wearing a headset commented that “yes, it’s not fair I agree,” while giving my children and I an unpleasant look.

After a further wait, a staff member approached us and stated that what had been put out was “all they had received,” which did not include the Ascended Heroes stock. I explained calmly that I was part of a group tracking stock nationwide and that every other store had received this item. At this point, the staff member became verbally confrontational in front of my children, accusing me of calling her a liar.

I remained calm and simply stated that she should not speak to me in that manner. The manager then intervened and stated that they could withhold stock until Friday “if they wanted to,” and that if I did not leave immediately, I would be barred from the store.

This entire experience was deeply upsetting, especially for my children, who were present throughout. We came to buy a children’s hobby item and were treated with hostility, intimidation, and disrespect.

Additionally, I overheard the staff member scanning the stock say that he believed his brother “wanted two as well.” Given the two-per-person policy and the earlier behaviour, this raised serious concerns for me about how this stock may be being handled.

I would like clarification on the following points:

• Why were we told the delivery had not arrived when it had?
• Why were we made to wait over an hour only to be told the stock was not there?
• Why did staff behave in such an aggressive and unprofessional manner in front of children?
• Why did the manager threaten to bar me for calmly asking reasonable questions?
• Why was the store website showing stock rapidly decreasing while customers were told none was available (as also reported at Stockport)?

This experience has completely put me off shopping at Smyths. I will now be taking my children’s Christmas and birthday shopping elsewhere.

I would appreciate this being investigated properly and a response explaining how this situation will be addressed.

Yours sincerely,

G S

Me and my partner were shopping for a pram and a car seat for our first baby in Westwood retail park. We received the most thorough and amazing help from a colleague named Geoff, he helped us save money, helped us install the car seat and was just overall very knowledgeable and friendly. Give this man a raise! 🤣 We cannot express our gratitude 🙏

Preordered a product to collect from store, said item missed the estimated time so contacted customer support to resolve it.
Ai told me of incorrect delivery date as warehouse showed stock, humans then responded but still felt like Ai robot responses. Advised to cancel and re order for home delivery to then find my local store had it the day after. Agents couldn’t give and notion on store delivery or any real estimated time. No compassion, no care. Will avoid in future.

Absolutely brilliant, everyone was very kind and helpful , can’t say much more , just excellent service and I would give more stars if I could , definitely recommend !!

Really disappointed with my visit. Lack of basic skills in terms of customer service. Low availability, long queue and terrible attitude from staff and management. Not recommended.

Take stuff off the website if it's no longer available it's so annoying keep clicking on things and their is no stock and it's not just a few things it's hundreds it's a waste of time.

I have always loved Smyths - the stores are huge and well stocked, and when I order online my deliveries always arrive quickly, postage is cheap, and products as described. I’ve never had an issue with Smyths and I have been a customer for over 10 years. Genuinely shocked to see such a low star score on here.