Tonies UK レビュー 5,298

Worst customer service ever! Received a damaged shelving unit and trying to return it became so much of a nightmare I just gave up!

Fantastic customer service from Tonies. When I had an issue, their support team responded quickly, were friendly and helpful, and sent a replacement without any hassle. The whole process was smooth and stress-free. Highly recommend 10/10

Ordered a Tonie box for Christmas 2024, that process was fine. Fast forward to February 2026, so a little over a year and the Tonie box has stopped working completely. When first contacted I was told to send it back, send proof & a replacement would be sent out. Now over a week later they are renaging on their promise. Meanwhile there are 2 children who’ve been promised a replacement and are upset that they no longer can listen to their Tonies. Very disappointing - AVOID

Edit: Tonies have now said they will send the replacement as originally stated. We’ll see if it turns up…

Update - Tonie box delivered 27/2

Non existent customer service
I bought a Tonie box and several Tonies for a gift. There was missing Tonie and when i returned the Tonies box, despite receiving wayyy beyond 9 working days, only a partial refund was administered. When i have repeatedly challenged why the partial refund was applied and investigation into missing Tonie, no response has been provided multiple attempts to get in contact with the customer service. Really shocking for the brand and value of the amount spent on these product . Plus highly embarrassing to gift something with missing items. Shocking in every way

I am extremely disappointed with the way my Toniebox 2 warranty claim has been handled.
The device completely stopped charging just a few months after purchase (October 2025). I immediately provided proof of purchase, photos, and all requested details. I was initially told a replacement would be arranged and that a return label would be issued.
Days later, the messaging completely changed. I was then told Tonies could not assist and that I must deal with the retailer instead. The communication has been inconsistent, confusing, and unnecessarily prolonged.
This is a children’s product that my son uses daily, and we have now been without it for a significant amount of time due to poor support handling.
For a well-known children’s brand, I expected far better after-sales service. The product may be good when it works, but if something goes wrong, the experience is frustrating and disappointing.
I sincerely hope Tonies improves its customer service processes, as this has not reflected the standard I expected from a reputable company.

I bought the Tonie 2 box bundle for my little grandchild for her 3rd birthday because she was always stealing her big sisters Tonie box! Everything was fine until she was listening to one of the Tonies. It kept getting stuck mid story so I contacted Tonie customer service who replied really quickly with a procedure to follow to re set the Tonie box. After a couple of attempts it worked! The response time by customer service was brilliant and they did not hesitate to follow up each time I emailed them. Well done Tonie for having a great customer service experience and thank you Elise M my customer service support for being so responsive. 👍

Having two grandsons I have become very familiar with Tonies and now have my own box and am busy recording with Creative Tonies. Both boys love the stories but one of the most delightful experiences was watching the two-year-old swapping between the Tonies recorded by his Mum and Dad to listen to their voices after saying bye-bye to them when they left for an evening out leaving Nanny in charge. To be able to record messages for them presents a wonderful opportunity for me to talk to them whether in their company or not. I must also add that the assistance I received from Customer Support was phenomenal when the Express delivery I had paid for failed to materialise.

When my little boys tonie box suddenly stopped working after only weeks of use. I got In Touch with customer happiness team, they took a few days to reply but once they did. The service was incredible, after sending the relevant information and short video of the issue. The customer service team were quick to arrange the return of my faulty unit and replaced it with brand new one, with no issues at all, with no additional postage costs or other charges. I’m very happy with the service I received, especially from Michelle who did everything possible to make sure I was happy.
Although I was initially disappointed that my new tonie box 2 had broken down, the tonies customer service team were incredibly responsive and it was resolved quickly.
I now have the replacement unit and my little boy can go back to enjoying his stories.

I had to contact tonies customer service via email due to fault code FOX on my sons box. They responded in a matter of hours and resolved my issue right away, the person I was dealing with had great manners and was extremely helpful in keeping me up to date with my situation.
5* company I’m extremely happy !

I’m scoring a two because my autistic son loves his tonies. However bought the new one for Christmas it was broken saying code fox and we had terrible customer service from tonies hardly any communication. We sent them the tonies and didn’t hear back from them untill early feb. To the point we had to purchase a new one in the meantime from smyths. No number to contact to back a fire communication. A load of crap

We love our Toniebox! The order arrived really fast and it's a good value company.

Both my kids love their Tonies boxes and listen every night. Lots of stories and characters to choose from. Always a good present to get a new character.

Unfortunately my little girl's Tonie 1 broke and would not charge, it was still under warranty so I emailed them within a few hours I was sending it back to them and getting it replaced.
Then to be offered a voucher towards the Tonie2 which has made my daughter very happy indeed

Thank you Tonies best customer services I've ever delt with

Unfortunately, the Tonies box we bought from Fenwick at Brent Cross Shopping Centre as our son’s Christmas present turned out to be faulty. It’s impossible to turn the volume up, it has connection issues, and, to make matters worse, the headphones came without any connecting cable.

Love this product because it’s so toddler friendly and mostly because it’s screen free developing listening skills instead ! I love it even more since I found out it can be used in France and that there are French Tonies therefore my bi lingual grandaughter gets to have English and French Tonies figures

My son loves playing with the figures and putting them on the box, think hes a little young to just sit and listen to one at a time atm hes 18 months, we do put the sleepy whale on at night and woudnt say hes asleep in seconds but he does expect to hear it now and puts it on the box at night as part of a routine, what I am disappointed about is other companies selling the items with better bundle deals than Tonies direct. The 'free' content on the app isnt 'free' as you need a creative tonie which you need to purchase separately so therefore not 'free'. Other companies offer this as part of their bundles which then makes sense so pretty disappointed in that and when I reached out and expressed my concerns I was told creative tonies arent in their bundles and would need to purchase separate but can return if not happy.

Great customer service! Great toy! Tonies rectified an error with my son's faulty box almost immediately, I waited hours not days for a response. Now my son can enjoy his tonie box again. Thank you!

If I am in Switzerland, I cannot order tonies in English. All in German. And I get spammed to use my discount before it expires. This is ridiculous.

Hello .. my special needs visual impaired daughter loves tonies . She has been really enjoying listening .

Awful,bought figures for my granddaughter from Amazon and they don’t work