ToysCentral United Kingdom Anmeldelser 448

Fake jellycat product sent

I was very happy when my 50 Italian quiz cards arrived yesterday--one day before I received today's message saying "my order had been shipped". I think there was a bit of confusion and it did take quite a long time for the package to arrive (I did, however, receive one email telling me there would be a delay) but I am very happy with it, now that it has. The 300 quiz questions should be a lot of fun and it has turned out to be precisely the game I hoped for.

Good service team not damaged

Brilliant service kept me informed of when my parcel was Arriving can’t wait to play it now thank you

Refund approved

If there was an option to rate no stars I would, The worst online experience I’ve ever had.
Ordered in stock item on the 3rd December hoping to receive way before Xmas, chased order after 11th for them to tell me item will take another 5-6 weeks!
So I’ve cancelled order, and asked for refund, I’ve now been waiting 7 days with no refund.

I placed an order for a watch for my son on 8th December 2025 with a delivery date of 15th December at the latest ( I needed it by 20th). It sat in 'Processing' for days and I contacted the company via email, call and live chat on 12th December as it hadn't yet been despatched. I was assured it would be expedited and despatched on 15th. No despatch.

Tried live chat again on 16th but was told to try again after 3 hours.

So I called. And the lady who answered whilst tried her best, couldn't help me. Agreed it should have already been despatched but hadn't. She offered to check with their purchasing team but response times are at least 24 hours.

She then advised:

* delivery is taking 5-7 days
* there is a huge backlog of orders (urmmm its Christmas what did you expect?)
* no orders can be fast tracked (not what someone else had said)

I asked to be transferred to their despatch team and the consultants don't have the facility to transfer calls.

Asked to speak to her manager and was told there was no option to transfer calls to anyone.?????

I worked through the dates with her and explained that if we wait for purchasing (Wed) to reply, then it takes 5-7 days delivery, it will be way past 20th....

So the one thing my son has on his Christmas list and now he won't have it.

I will never use this company again.

** UPDATE **

I was contacted on Friday 19th by the company apologising for the delay in delivery and service levels, and asking what they can do to restore my faith in them.

I asked for the item to be despatched same day and to ensure its delivery by 20th. I was told this wasn’t possible.

I was then offered a discount off future purchases and acknowledgment that my refund request would be processed.

20th December, I receive another email once again apologising and confirming the refund was being processed. But it also asked me to amend my Trustpilot review to reflect the fact they had tried to resolve it.

If resolving it is:

- asking what they can do to put it right, I ask for the item to be despatch for next day delivery to be told this is not possible
- processing a refund that I’m entitled to
- offering me a goodwill gesture off a future purchase (why would I spend more money with them?)

Then it’s way off the mark.

I worked in luxury travel as a Sales Director for 13 years, also in charge of service levels and client experiences.

For future reference, ‘making it right’ when there has been poor service (which happens) is moving heaven and earth to catch the last post and pay for extra postage if needed so I can receive the parcel in time so my son isn’t disappointment on Christmas Day. It’s not offering a 30% discount off a future purchase.

But more insulting is asking me to amend my review so that it reflects their efforts to resolve the matter?!?!

How does that help potential customers understand the service they can expect from the company?!

PS - if I were in charge of customer service in this company, I’d want to do my best to go above and beyond, to deliver the unexpected. I’d now refund the money but still send the item. That is how you make things right and restore faith.

I had no issues at all the item was perfect and arrived on time would definitely shop here again

Company always kept me updated with products status. Product arrived in perfect condition

This protection shield came undamaged, it was whel packed and send with tracking info etc, a good manual was included, I was nerveus to add such a big film to the table but it came out very whel a few tiny bubbles on the edge but unvisable when the table is running, a big investment but it will protect my more valuable game table

Ordered an item for a Christmas gift to be told days later that its not in stock even though it is showing as in stock on their website! Offered a discount on a different item which was of no use, take an age to reply and still awaiting a refund . Going to my bank tomorrow to file a dispute. Would not recommend ordering from this company at all . Edited to add got a refund from the company in the end , still advertising the item as in stock though, not sure why.

I think ToyCentral are a brilliant company if you are looking for rare / foreign toys. Their communication was excellent and delivery was on time. I wouldn’t hesitate to use them again.

Once you understand how the service works it’s really very good. Zoe in customer service was very informative and kept me posted every step of the way! Thanks.

really quick delivery considering it came from the states. everything was exactly as described, detailed guide to using the product eg airing out the balloons ect..

Easy to use. My parcel went missing and i wrote to them. They responded quickly and send me a replacement package to my home address.

Appreciate the assistance and support!
Thanks

I bought an Aurora Bear in Alaska last year and wanted to buy the same for my little neighbour who had fallen in love with my bear (I couldn't give mine up!). Toys Central had the same bear and it was secured from the States. It has arrived in good time for Christmas

Nice item, arrived on time, good communication.

The delivery was a little delayed because it came directly from USA, but that really wasn't the problem.

The problem was the £122 I paid for a Tinkering Lab Robotic kit, which I think if was £20 would have been overpriced. In my opinion, absolute rubbish and a waste of money.

Was cautious as advertised a sold out product at discounted price. Emailed and they stated product was available. Seemed legit so ordered and had text confirmation but then no response. Emailed asking for update and got an immediate email back that order was now cancelled. Sent email to clarify and got automated out of stock response. Company are still advertising the same product at the same price. Will never use again and highly recommend others avoid and buy from a different company as I now need to wait for money to come back into my account or speak to my bank. I received the money back from the company however they are still advertising the product and customers should not receive only automated emails from listed staff members. Only relief is knowing my ordeal with this company can be over with soon.