ToysCentral United Kingdom Avis 

If I could have given no stars then I would have I ordered a item on the 20th/11/25 was told it would be shipped out within 7-14 days 6weeks and many emails they said in one email it’s been lost then another saying it was out of stock when ordered offered a replacement item that they had ready to ship said it will be here 7-14 days again weeks and emails later was yet again not delivered and email saying sorry out of stock when ordered so today 3/1/26 I was offered a refund or a credit note I could not believe after all the hassle I had that I would ever think of ordering anything from them again my granddaughter was so disappointed she didn’t get the Xmas present she asked for from me DONT TOUCH THIS COMPANY even with a 20 foot barge pole

Great product, excellent customer service and fast delivery :-)

Ordered and paid for on 22/12/2025 , received one text message saying we got your order and nothing since. was showing 3 days delivery on the order

This has been a nightmare from start to finish. They pose as a U.K. company with a UK phone number but they are not they are US. My return cost £56 because of customs on a less than £300 item. They claim 14 day return period but it’s actually 7 days from when they give you the US address and then they wait until their warehouse is open to confirm receipt and issue the refund which I still have not had. The phone number isn’t answered and the Webchat is just a bot which again isn’t answered. It took me over a dozen emails just to get an address. Do not buy!

Upon purchasing, I was lied to about delivery date (before Xmas) so couldn't cancel or order elsewhere in time resulting in my daughter not getting her presents until afterwards.

No communication about delivery delay until I complained.

Only received one reply per day.

One product was not in package when it finally arrived and again was not told anything until I complained. They knew there was an issue but didn't let me know. I therefore had it delivered after I left to go home after Christmas so had to pay to have it forwarded onto my home address.

Probably the worst customer service I have ever experienced.

Great communication,delivery was when they said it would and what was advertised overall great experience

My little girl is autistic and collecting Douglas Dogs, she calls them ESSA’s. We have ordered 5 so far and she absolutely loves them. She has her eyes on two more with the rest of her Christmas money too. 🐶

Arrived before Christmas! 5 year old grandson absolutely loved the guitar and microphone, however I felt it was smaller than the advertised item. Doesn’t matter at all as he is made up with it

Ordered a gift on 8th Dec - a Christmas present. Still hadn’t arrived by Christmas Eve. Lots of queries to company just keep being asked to wait! Would not order anything from them again.

Great quality plushes!

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