Hamleys レビュー 

experience wasn’t great but Hamleys apologised and rectified immediately.

I visited Hamleys with my 18-month-old on New Year's Day. As a child, a trip here was a treat and a magical experience. Having family in London, we visit often and intended to make this an annual trip to treat our son to a new toy.

Unfortunately, the store itself seems tired and run down these days. There was only one lift working, causing frustration for parents with strollers. We also heard comments that the lift had issues during another family's previous visit.

Upon reaching the 4th floor and selecting our items, we headed to the checkout, expecting a positive experience. However, the Hamleys employee serving us didn't greet or acknowledge us. Instead, he loudly conversed with another employee on the shop floor, using inappropriate and racial language during our transaction.

I felt compelled to bring this to a manager's attention and made an in-store complaint. Unfortunately, I wasn't provided a way to follow up or make an official complaint. In response, I emailed Hamleys directly, seeking updates and assurance that the issue had been addressed.

The prompt response I received was not what I expected. Hamleys informed me that complaints are private matters and not disclosed outside the store. This leaves me with the impression that the matter hasn't been taken seriously.

Needless to say this will no longer be a place to visit on our list.

I ordered a variety of toys for xmas presents, a doll which didn't do what it said on the box (close it's eyes when you remove the dummy) also dead batteries installed.Secondly, a remote control motorcycle which lasted all of 5 minutes on xmas day it decided to lock its wheels and stopped. On return to the store I had a major issue trying to get a refund as I couldn't get my receipt up on my email due to the poor wifi reception in Hamleys Westfield. I had to return to the store the next day with a screenshot to get a refund! Poor customer service even quite clearly the toy was of poor quality. One disappointed little boy on xmas day!

I should have read the reviews before ordering, however I could not find the doll that my daughter wanted. I order it long before Christmas, with estimated delivery before 14 Dec. I started to chase them on the 19th, I got only one reply back with the tracking number from the delivery company, but the delivery company did not receive the product even today. I have chased them for an update, I have requested a refund, but no one replied. That email address for customer services is useless, worst experience ever, especially when it involves children. Not sure why they are calling themselves biggest toy company, you could find the same products on Amazon or even Ebay. I would not recommend this company for ordering online and, as a suggestion, Hamleys should look into who is in charge with logistic if they really want to stay online.

Hamleys toys are some of the worse quality available. The drone that cost £90 (you can buy it much cheaper elsewhere) feels like a £10 toy, it’s hard to use and the propellers lasted 3 days before they all fly off and won’t stay on.

The wall crawling car that follows infrared is awful, doesn’t follow the beam at all and doesn’t move on the ceiling only the walls. Again it feels like it should cost less than £10 but in reality it’s £40+

And the nail art set cost £40 per box, something that’s not advertised at the display, for obvious reasons (no one would pay £40 for it unless you’d got it to the till in front of your child who suddenly loves it)

Obviously it’s my own fault for buying this cheap tat, but you get caught up with being in the store and you believe the lies of the salesmen who say these things work real easy.

Hamleys experience is something worth seeing because of the scale of the store,
But honestly you’d get better quality toys in home bargains.

Beyond poor after sales customer service from a managerial level through the rest of the staff. So far, they have provided incorrect information about their refund resolution process. And advised information and 'next steps' over the phone/ email which is completely different from the action taken.

I have been trying to raise a refund which has now become a convoluted dispute, because all information the customer service team have provide do date, has been wrong and miss guided. My claim has not been taken seriously and I have not been listened to which is incredibly frustrating.

Poor experience. Also found it very disappointing, they over charge by 50% as a minimum.

Had ordered 2 sets of alkaline batteries along with other items. Both arrived on same date/consignment, but in 2 separate boxes, each battery pack in bubble wrap, boxes taped with Hamleys printed plastic cello tape. Such collosal waste of single use plastic!!

They sent us a wrong order. The name on parcel was ours, and the order inside was for a different person. I asked customer service to collect the wrong order, and they told us to go and send the order back ourselves and pay for that! For their gross negligence, when they disclosed the customers personal details, sent the wrong order. Unbelievable. I sent this present for a newly born baby, and now a mom, who gave birth a coule of weeks ago, has to go to post office, in times of viruses, to rectify their negligence, after her personal details were compromised. Do not pay money to this company, Somebody, who can do this, do not respect their customers and can't be trusted. Hamleys lost their reputation.

Badly let down by hamleys. Ordered in time for Xmas delivery, been chasing order all this week, tracking on the website useless, now just informed my order won't arrive till 2 days after Xmas. Well that will cost them as it will be returned as too late. UPDATE - did receive order in time for christmas after all, thank you hamleys, however the tracking and the website really needs an overhaul

Having read a lot of the other recent reviews I feel lucky to have today received my order.

Order placed Dec 13th (received order confirmation)
Delivery tracking ID provided - Dec 21st (9pm)
Order Arrived - Dec 22nd 2pm

Absolutely zero communication outside of this. Poor customer service responsiveness on Facebook and phones.

Like others I would never have thought to check reviews, thinking that a well known toy retailer would have their s**t together at Christmas time but, I was clearly wrong.

Would be very difficult to shop with Hamleys again, especially for any time sensitive purchases.

Do not buy from this company, ordered presents for christmas over a week ago, still not dispatched and constantly fobbed off on phone saying its in warehouse dispatching, been saying same since monday morning. Now they have the phones switched off, facebook contact takes forever and a day, still waiting on reply days later unbelievably bad customer service twice you have screwed me over with orders. This was the second chance i gave them them never again.

Useless. Paid for nominated day 22md dec for my sons Christmas present. After receiving no calls or emails I called the and they've told me it might be delivered 23rd or 24th and can't guarantee it will arrive before Christmas. I have no choice but to go and buy another one today. Useless!!!

An online order placed on 16 December, well in time for their stated delivery window. The online portal wasn’t able to show tracking, so emailed customer services to ask them to either unlock the account or help with delivery details. Only for them to state they’re running behind and haven’t yet even processed the order in a polite but wildly i considerate email, suggesting I’m welcome to buy elsewhere if I want as they can’t guarantee anything. Disappointed. Never thought I’d have to check reviews for a business like Hamleys.

Wow so it's not only me then I ordered over £150 off items on the 10th all now still no delivery, I have spoke to hamleys a number off times but all they can say is sorry???? That's not going to put Christmas presents under the tree. It's so disappointing and only a few days to Christmas that's half the presents left at the north Poole my poor children!

Now I have to run around tomorrow and buy items that were supposed to be delivered by hamleys and wait for a refund....... So that's no toys no money!

What a shame HAMLEYS!
* 24/12/23 Asked for a refund as Hamleys failed to deliver the presents in time for Christmas :(

Made an order for my sons main Christmas present a week before their websites “Christmas delivery deadline”, only received a confirmation of order but nothing else. Rang up their customer service to be told “all orders take at least 5 days to process before they’re dispatched” meaning that anyone that ordered this week before the deadline they’ve stated have been absolutely conned and will not receive their items in time. They assured me they would request the warehouse to speed up my order as I had been waiting 8 working days already. Today still nothing…

I am horrified that a business like this is allowed to keep trading, they’ve outright lied to their customers about delivery times, took peoples money before Christmas and now my son is going to wonder why he didn’t get the one thing he asked for. Please if you’re reading this avoid this company like the plague.

Ordered named day delivery Tuesday (19th) No delivery received, so I sent query via messenger - no reply. Unable to access my account -'error' message, so couldn't track order this way. Phoned today, 'hopefully' delivery by Friday!!!!! Awful service, will never use again.

Ordered a toy for Christmas in plenty of time. Chased it up today as still not despatched to be told they cannot confirm when it will be sent.

It's clearly an overseas call centre. When pushed she said they had a robbery in their warehouse in November that is causing delays, I doubt this is true.

I just wish I had read the reviews before I ordered, I assumed it was a reputable company.

They've taken my money knowing they couldn't deliver in time for Christmas and I'll have to explain why Santa hasn't given my son the one toy he wanted :-(

What a dreadful experience / placed order on the 10th december / still no tracking number, store says its busy and they are trying to get orders out before xmas, yet on their website they were taking xmas deliveries up until the 20th december , i asked them to take that off the website as they cannot get anything delivered from oredres 10 days ago / foreign customer complaints line , how convenient, that just says we are working hard to get the order out to you before xmas but no guarantees !!! will never ise this store again

Wished I could give them 0 stars. Hands down the worst online order experience ever. Ordered and paid for multiple items at the beginning of November thinking there is plenty of time before Xmas. Did not receive an email confirmation which when chased up 2 days later was told the order had been received (I knew this as my card had been charged) and they would resend email confirmation which I did not receive. Chased up the order 3 weeks later and was told there had been an error with the courier and parcel had been lost but the courier had already advised that they were still awaiting to receive the parcel from Hamleys which was never sent. Only then to be told they no longer had stock and will refund the money in mid December which has ruined Xmas for the kids. Hope you are happy with yourselves Hamleys.

Will never buy from this company ever again. Be warned people they are useless and lie out of their teeth!!