Smyths Toys Superstores

I popped in on the 19/12/17 for the first time ever and thought it was great had a wonderfull experience especialy customer servise from one certian young lady on the check out who i found to be great and funny, i didnt take her name unfortiantly but i would of put her up for employee of the month, i will defenetly be shopping at smyths again, thank you!!

I love smyths, the shop lay out is better than toyr'r'us done most the Xmas shop there, a lot easier to find what your looking for, good park I g and Freindly helpful staff �

I bought the luvabella here yesterday, I liked the way they done it. Give ticket numbers out as there was only a few available. No fighting for the doll 😂😂

I did my whole Christmas shop for me son yesterday at store.. trolleys wouldn't take my pound but in the end the worker did it for me.. not much room in between Tills but apart from that .. I loved the range of toys �

Great service, loaded into trolley when items required, from back of warehouse. Very friendly only nightmare was trying to get trolley, as they wouldn't take , new one pound coin.

Dear Sirs,



I hope you are all well.



My 7 year old son was bought 2 lots of basketball ring and ball sets by 2 sets of elderly grandparents this Christmas. I tried to exchange one yesterday in your Swansea store. The box has been un-opened, still taped up and still has your price sticker on the box. Unfortunately I do not have the receipt as my parents have lost it and are very elderly and sometimes confused. The customer service employee I dealt with yesterday wasn’t very helpful or understanding and even asked me what date they bought The item in question, which as you can appreciate they cannot remember. I was not asking for a refund, just simply an exchange, as the item I am trying to return is still completely intact. I even have photos if you require proof. I look forward to your reply to this email, and would appreciate your understanding and cooperation with this difficult situation.



Many thanks



Nicola Smith



Sent from my iPhone



Sent from my iPhone

the store is a nightmare to ring as they dont answer the phone

Wat an absolute pathetic joke that was not only did all the giveaways go by 10am which is weird as ur so called free fun day didn't start til 10am!!!

There was no Easter egg hunt!

The queue for the face paints went outside so we stood in the queue for 30 mins freezing and as for the candy floss well I know it was free but the tiny bit we got was disgraceful!!!

I promise my 6yr old a fun filled day wat a let down u were ..... Why did u not prepare urselfs properly surely u should of had a lot more gift bags , knowing the weather was horrible and parents would bring there's kids ..... Today was just a way for u to make money!!!! U smyths have ruined hundreds of kids days today . Well done hats off to u .... Not!!!!

Was told my daughter wasn't allowed to try out a scooter that would've been purchased for Christmas!! Your loss, I'll take my custom somewhere they'll let me try an item before I buy. They weren't even new products, they'd obviously been tried out a number of times before.

Very disappointed with the service or lack of on a previous visit but thought I would try again before Christmas to purchase a present for my grandson's 1st xmas, only to discover on xmas eve whilst trying to assemble the baby walker that it was broken and damaged. Very disappointing and again thanks to Smyths store Swansea I'm left extremely frustrated. If this is how Smyths operate I will definitely stick to Toys r us in future.

To be honest I’m not surprised at finding bad reviews on here. I bought and paid for the Nintendo switch with mario Kart 8 for my special needs sons 16th birthday. He’s mad about mario and it was the only thing he wanted. I requested permission for my daughter to collect which I have an email to say that was ok. When my daughter got to the store they refused so I had to drive to Swansea to collect. When collecting I questioned the amount of items I had against the order as I ordered the bag to go with it all yet only had two items. I was ensured the mario game was in the box despite it being a plain Nintendo switch box with no mention of a mario kart game. Today is my sons birthday he opens his presents and no game so all he can do is look at the Nintendo switch. I got onto the phone straight away first thing and still nothing from them. One very upset autistic child and one very fed up parent as you took my money and didn’t give me my entire order. Won’t be shopping here ever again. Be warned everyone buying a console bundle get them to break the security tape and prove the games are in the box before leaving the store.

One very upset 8 year old...pre ordered 2 ds games paid a deposit on each of them had a txt message thursday night at 11pm to say they had come in i half read it as i was sleeping at that time, went today to pick them up to be told we had lost our deposits as we didnt pick them up within 2 days, we wasnt told we had to pick them up within 2 days when ordered, i read the txt message after it did say at the bottom of the paragraph they sent that it would be kept for 2 days but nothing about loosing the deposit but having the txt message that time of night i didnt think to read it all just looked like opening hours, now my 8 year old son has lost some of his birthday money as now he couldnt afford the 2 of them....one very upset 8 year old!! We should of been told this when pre ordering the games!

Ive tried several times to get through to this store today with no luck. I understand its a weekend and you are probably very busy. My query was quite important and i needed a response today.

If the was a - button for this store I would for sure be pressing that button, I purchased a pushchair which has folded shut on my son twice the 1st time I thought it was something i had done the 2nd time it happened I knew that was not the case, the woman who answered the phone was very unprofessional to say the least, the manager was no help either so I said I would go head office! Contacted head office and the gentle man I spoke to told me these people were QUALIFIED to inspect the pushchair - when I asked if they had certificates to prove a qualification he then changed it to trained - then tried telling me that both words were interchangeable now the definition of a qualified person is “Qualified Person” as: One with a recognized degree or professional certificate and extensive knowledge and experience in the subject field who is capable of design, analysis, evaluation, and specifications in the subject work, project, or product. Now the definition of a trained person is The people employed by or active in an organization, business, or service now they are two very different things! This had resulted in trading standards now being involved! I will never again purchase an item like this again from Smyths! Absolutely disgusting!

If i could give 0 i would !! Devastated, baught my little boy a paw patrol bike and it got delivered with a flat tyre, pumped it up & 5 minutes later flat again !!! The little one is Devastated. Hope your pleased with yourselfs

I have never done a rating before but I am livid with the customer service from today’s Duty Manager in this store. Yes I was 1 day late collecting my pre order due to medical purposes and yes a guideline is in place for a purpose but good customer care is not a guideline it is an essential part of a customers experience and I can honestly say this individual clearly has no idea how to deal with the general public. If my £10 deposit means that much to such a large company that they have to keep it at least tell your staff to get their facts correct. Firstly your lovely Duty manager claimed I had already collected my item, then said someone else had and then decided it had been sent back. So not only did he offer a dreadful service he also was clueless to what was going on. Great work Smyths Llansamlet. Last I will step foot in your store!

I am ABSOLUTELY DISGUSTED with the POOR CUSTOMER SERVICE!!!



I start my Christmas shopping in September when they have the offers on, as I have three children and lots of people to buy for (I’m sure most people start early for the same reason) and I thought that was the main reason the shops have sales on at that time of year!?! To encourage people to start their Christmas shopping!!!



I bought some ‘surprises’ for my 7 year old daughter and two weeks before Christmas, they were no longer wanted. Instead she wanted a toy that was £10 more expensive than the three items together, so I was hoping to exchange them and pay the extra £10.



The toys were in immaculate condition, still in their boxes, with the Smyths stickers still on and clearly unopened. I didn’t have my receipt but didn’t think it would be a problem as they had exchanged items in the past. The lady on customer services said there wasn’t anything they could do without the receipt. I called for the manager, they had to call him THREE TIMES and I waited ‘25 MINUTES’!!!

He told me there wasn’t anything they could do without the receipt. I went back the next day after digging out the receipt and the lady being served in front of me was exchanging toys without her receipts, after them telling me they wouldn’t do it!!



At this point I asked for a refund, as I had found the toy for my daughter, £5 cheaper in another shop.



They refused to give me a refund on the unwanted toys, as it was out of the 28 day period....even though they were clearly Christmas presents!! I was told that I couldn’t have a refund on them until AFTER Christmas?????



I have wasted two trips to this shop (and it’s quite a drive). I will be taking them back and won’t be moving from that shop until I’ve had my money back!

I do most of my shopping for my children’s birthday & Christmas, not to mention my extended family and friends children in there too. They don’t have any loyalty towards their customers and are clearly only interested in our money.

That is the last time I will ever step foot in there again and the same can be said for the family and friends that I have told.

I have seen many of their products cheaper elsewhere.

Bought my grandson a playmobil set for his night before birthday sleepover!

Finished work at 6 picked him up and went straight over from Gowerton he spent an hour choosing his present and was super excited!

Just got home opened the box and 1/2 the contents of his present are missing from the sealed box and store is now closed!

Got a devastated 7 year old here! He’s upset and I’m fuming! Our special night is ruined!

Will be back on phone 1st thing tomorrow and I’m not happy!!!!!

Bought my children presents, for Christmas & birthdays in your 20% off event. They haven’t been played with so we took ( well tried to take) them back today, all brand new still sealed with your Smyths sticker still intact. To be told I can’t even exchange without a receipt, I find this absolutely disgraceful, it was bought from your store. Not like I purchased them elsewhere as the stickers were still on. If I didn’t have the stickers on I would totally understand. Manager was very rude didn’t even apologise to me, I won’t be coming again. I’ve also filed a complaint when leaving the store. Rung customer services & sent an email of the issue. I’ve always shopped for my children’s toys here, such a shame I won’t be coming again due to the lack of customer service!!!! But like I said I’m taking it further �

I popped in on the 19/12/17 for the first time ever and thought it was great had a wonderfull experience especialy customer servise from one certian young lady on the check out who i found to be great and funny, i didnt take her name unfortiantly but i would of put her up for employee of the month, i will defenetly be shopping at smyths again, thank you!!

I love smyths, the shop lay out is better than toyr'r'us done most the Xmas shop there, a lot easier to find what your looking for, good park I g and Freindly helpful staff �

I bought the luvabella here yesterday, I liked the way they done it. Give ticket numbers out as there was only a few available. No fighting for the doll 😂😂

I did my whole Christmas shop for me son yesterday at store.. trolleys wouldn't take my pound but in the end the worker did it for me.. not much room in between Tills but apart from that .. I loved the range of toys �

Great service, loaded into trolley when items required, from back of warehouse. Very friendly only nightmare was trying to get trolley, as they wouldn't take , new one pound coin.

Dear Sirs,



I hope you are all well.



My 7 year old son was bought 2 lots of basketball ring and ball sets by 2 sets of elderly grandparents this Christmas. I tried to exchange one yesterday in your Swansea store. The box has been un-opened, still taped up and still has your price sticker on the box. Unfortunately I do not have the receipt as my parents have lost it and are very elderly and sometimes confused. The customer service employee I dealt with yesterday wasn’t very helpful or understanding and even asked me what date they bought The item in question, which as you can appreciate they cannot remember. I was not asking for a refund, just simply an exchange, as the item I am trying to return is still completely intact. I even have photos if you require proof. I look forward to your reply to this email, and would appreciate your understanding and cooperation with this difficult situation.



Many thanks



Nicola Smith



Sent from my iPhone



Sent from my iPhone

the store is a nightmare to ring as they dont answer the phone

Wat an absolute pathetic joke that was not only did all the giveaways go by 10am which is weird as ur so called free fun day didn't start til 10am!!!

There was no Easter egg hunt!

The queue for the face paints went outside so we stood in the queue for 30 mins freezing and as for the candy floss well I know it was free but the tiny bit we got was disgraceful!!!

I promise my 6yr old a fun filled day wat a let down u were ..... Why did u not prepare urselfs properly surely u should of had a lot more gift bags , knowing the weather was horrible and parents would bring there's kids ..... Today was just a way for u to make money!!!! U smyths have ruined hundreds of kids days today . Well done hats off to u .... Not!!!!

Was told my daughter wasn't allowed to try out a scooter that would've been purchased for Christmas!! Your loss, I'll take my custom somewhere they'll let me try an item before I buy. They weren't even new products, they'd obviously been tried out a number of times before.

Very disappointed with the service or lack of on a previous visit but thought I would try again before Christmas to purchase a present for my grandson's 1st xmas, only to discover on xmas eve whilst trying to assemble the baby walker that it was broken and damaged. Very disappointing and again thanks to Smyths store Swansea I'm left extremely frustrated. If this is how Smyths operate I will definitely stick to Toys r us in future.

To be honest I’m not surprised at finding bad reviews on here. I bought and paid for the Nintendo switch with mario Kart 8 for my special needs sons 16th birthday. He’s mad about mario and it was the only thing he wanted. I requested permission for my daughter to collect which I have an email to say that was ok. When my daughter got to the store they refused so I had to drive to Swansea to collect. When collecting I questioned the amount of items I had against the order as I ordered the bag to go with it all yet only had two items. I was ensured the mario game was in the box despite it being a plain Nintendo switch box with no mention of a mario kart game. Today is my sons birthday he opens his presents and no game so all he can do is look at the Nintendo switch. I got onto the phone straight away first thing and still nothing from them. One very upset autistic child and one very fed up parent as you took my money and didn’t give me my entire order. Won’t be shopping here ever again. Be warned everyone buying a console bundle get them to break the security tape and prove the games are in the box before leaving the store.

One very upset 8 year old...pre ordered 2 ds games paid a deposit on each of them had a txt message thursday night at 11pm to say they had come in i half read it as i was sleeping at that time, went today to pick them up to be told we had lost our deposits as we didnt pick them up within 2 days, we wasnt told we had to pick them up within 2 days when ordered, i read the txt message after it did say at the bottom of the paragraph they sent that it would be kept for 2 days but nothing about loosing the deposit but having the txt message that time of night i didnt think to read it all just looked like opening hours, now my 8 year old son has lost some of his birthday money as now he couldnt afford the 2 of them....one very upset 8 year old!! We should of been told this when pre ordering the games!

Ive tried several times to get through to this store today with no luck. I understand its a weekend and you are probably very busy. My query was quite important and i needed a response today.

If the was a - button for this store I would for sure be pressing that button, I purchased a pushchair which has folded shut on my son twice the 1st time I thought it was something i had done the 2nd time it happened I knew that was not the case, the woman who answered the phone was very unprofessional to say the least, the manager was no help either so I said I would go head office! Contacted head office and the gentle man I spoke to told me these people were QUALIFIED to inspect the pushchair - when I asked if they had certificates to prove a qualification he then changed it to trained - then tried telling me that both words were interchangeable now the definition of a qualified person is “Qualified Person” as: One with a recognized degree or professional certificate and extensive knowledge and experience in the subject field who is capable of design, analysis, evaluation, and specifications in the subject work, project, or product. Now the definition of a trained person is The people employed by or active in an organization, business, or service now they are two very different things! This had resulted in trading standards now being involved! I will never again purchase an item like this again from Smyths! Absolutely disgusting!

If i could give 0 i would !! Devastated, baught my little boy a paw patrol bike and it got delivered with a flat tyre, pumped it up & 5 minutes later flat again !!! The little one is Devastated. Hope your pleased with yourselfs

I have never done a rating before but I am livid with the customer service from today’s Duty Manager in this store. Yes I was 1 day late collecting my pre order due to medical purposes and yes a guideline is in place for a purpose but good customer care is not a guideline it is an essential part of a customers experience and I can honestly say this individual clearly has no idea how to deal with the general public. If my £10 deposit means that much to such a large company that they have to keep it at least tell your staff to get their facts correct. Firstly your lovely Duty manager claimed I had already collected my item, then said someone else had and then decided it had been sent back. So not only did he offer a dreadful service he also was clueless to what was going on. Great work Smyths Llansamlet. Last I will step foot in your store!

I am ABSOLUTELY DISGUSTED with the POOR CUSTOMER SERVICE!!!



I start my Christmas shopping in September when they have the offers on, as I have three children and lots of people to buy for (I’m sure most people start early for the same reason) and I thought that was the main reason the shops have sales on at that time of year!?! To encourage people to start their Christmas shopping!!!



I bought some ‘surprises’ for my 7 year old daughter and two weeks before Christmas, they were no longer wanted. Instead she wanted a toy that was £10 more expensive than the three items together, so I was hoping to exchange them and pay the extra £10.



The toys were in immaculate condition, still in their boxes, with the Smyths stickers still on and clearly unopened. I didn’t have my receipt but didn’t think it would be a problem as they had exchanged items in the past. The lady on customer services said there wasn’t anything they could do without the receipt. I called for the manager, they had to call him THREE TIMES and I waited ‘25 MINUTES’!!!

He told me there wasn’t anything they could do without the receipt. I went back the next day after digging out the receipt and the lady being served in front of me was exchanging toys without her receipts, after them telling me they wouldn’t do it!!



At this point I asked for a refund, as I had found the toy for my daughter, £5 cheaper in another shop.



They refused to give me a refund on the unwanted toys, as it was out of the 28 day period....even though they were clearly Christmas presents!! I was told that I couldn’t have a refund on them until AFTER Christmas?????



I have wasted two trips to this shop (and it’s quite a drive). I will be taking them back and won’t be moving from that shop until I’ve had my money back!

I do most of my shopping for my children’s birthday & Christmas, not to mention my extended family and friends children in there too. They don’t have any loyalty towards their customers and are clearly only interested in our money.

That is the last time I will ever step foot in there again and the same can be said for the family and friends that I have told.

I have seen many of their products cheaper elsewhere.

Bought my grandson a playmobil set for his night before birthday sleepover!

Finished work at 6 picked him up and went straight over from Gowerton he spent an hour choosing his present and was super excited!

Just got home opened the box and 1/2 the contents of his present are missing from the sealed box and store is now closed!

Got a devastated 7 year old here! He’s upset and I’m fuming! Our special night is ruined!

Will be back on phone 1st thing tomorrow and I’m not happy!!!!!

Bought my children presents, for Christmas & birthdays in your 20% off event. They haven’t been played with so we took ( well tried to take) them back today, all brand new still sealed with your Smyths sticker still intact. To be told I can’t even exchange without a receipt, I find this absolutely disgraceful, it was bought from your store. Not like I purchased them elsewhere as the stickers were still on. If I didn’t have the stickers on I would totally understand. Manager was very rude didn’t even apologise to me, I won’t be coming again. I’ve also filed a complaint when leaving the store. Rung customer services & sent an email of the issue. I’ve always shopped for my children’s toys here, such a shame I won’t be coming again due to the lack of customer service!!!! But like I said I’m taking it further �