Smyths Toys - Unable to contact, no delivery or update of order :(

my_gorgeous_ellie-belle

Hi all,

Hope i'm posting on the right board.

Just wanted some advice really - of anyone can give me any idea of what to do.

Basically early last week i ordered an item from SmythsToys online, item is tough to find at the mo (Toy Story Bullseye toy) but they were showing in-stock there (and only there). Delivery stated 2-6 working days yet i still have not recieved anything - the 6th working day would have been Wednesday. The order is showing as ''Awaiting Shipment'' and this hasn't changed since the day i ordered. :mad:
I have called their phone numbers given numerous times and no answer. I have also emailed twice earlier this week and no response.

Worst of all is after googling 'Smyths Toys delivery problems' i came accross a forum where a few other people who ordered last week seem to be in exactly the same position as me. :eek:

Does anyone have any idea where i could go from here? All help is greatly appreciated as i don't really know what to do next.

Payment came out of my bank account the next day after i ordered if that helps. And i paid with Visa Electron (i had thought the company was reputable as it has great reviews online), so no charge back possible as far as i'm aware.

Manyt thanks in advance.

my_gorgeous_ellie-belle

Oh dear - Sorry for my bad grammer. Rush typing as i have a bouncy, fidgety 6month old on my lap as i type, lol! :P

emeraldbugle

Hi,

Have you received your order?

I ordered on 23rd Nov and my order still says 'awaiting shipment', the 6th working day is tomorrow.

Thanks

Takoda

Perhaps their system is just overwhelmed.

pmduk

You can do a chargeback with visa debit cards, you'll need to wait 30 days from the transaction.

loztiggy

is there no local store near you,you could go ask for advice. we have `two smyths by us?

Hev106

Hi, I am in the same boat here, I ordered goods on 28 Nov same day I placed an order with another site for DVDs, yet Smyths have not sent me anything to say goods despatched yet other site has despatched goods. Likewise I paid with Visa Debit card, but grandkids would prefer the toys ordered. Have sent an email to their customer service but still waiting on a response! Any help would be appreciated as nearest store is some 30 miles away and at the moment we are snowed in hence why ordered online. I havent yet checked the 'status' of my order on line but no doubt it will the same as the original posters status. anyone have a phone number for them as none listed anywhere? Thanks guys in advance

Northernson

"Any help would be appreciated as nearest store is some 30 miles away and at the moment we are snowed in hence why ordered online"

Er, Did you expect your goods to be delivered down the telephone line or teleported to you?!!

geordieracer

Do any of you lot actually look at a website correctly? All information found within 2 seconds
http://www.smythstoys.com/Contact_Us.aspx

Contact Us
Customer Service


Please note the following when contacting our Customer Services Helpline:

1. Unfortunately, Customers Services are unable to advise on queries in relation to stock availability. For all such queries please see our website for the most up to date information or see in store.
2. Contact information of all Smyths Toy Stores is available on Store Locator.
3. To ensure that we are able provide you with a resolution as soon as possible we require the following information where applicable:
Online Order Reference Number or Catalogue Reference Number; Smyths store you visited and/or your contact number.
4. Customer Services will endeavour to respond to all email queries within 3 working days.


FREQUENTLY ASKED QUESTIONS

Please read our frequently asked questions below as this may answer your query


Our On Shelf Promise:
1. Please see On Shelf Promise for more information.
2. The items are not held aside in store for you. This is a guarantee that the stock will be on the shelf.
3. I can't reserve an item: This may be because there is no stock or low stock, in which case we cannot guarantee availability for that item. We cannot help you with this issue.
4. You must bring a print out of your email to collect your item. Your reservation number is not sufficient.

Out of Stock/Low Stock Items:
1. Please check the website for stock availability in your local store as we receive deliveries on a daily basis.
2. If the item you are searching for is not displayed on the website, unfortunately this could indicate it is no longer available.
3. If you have a query relating to stock, please call your local store or email cs@smyths.com

Our Delivery Service:
1. We deliver to customers in Mainland UK.
2. Delivery takes 2-6 working days. You will be contacted by the courier to advise on a delivery date.
3. Only items with the 'Buy Online' icon beside them are available to purchase online.
4. If you have a query, please quote your order reference number and email us at cs@smyths.com
5. Please see Home Delivery Information for more information.

Our Returns Policy:
1. Our returns policy states that we are happy to exchange or refund merchandise items if returned within one month of purchase (28 days), provided the goods are unused, unopened and in original packaging and accompanied by a valid Smyth’s Toys receipt.
2. Our returns policy does not extend to Software Zone and Nursery items and will be the Managers decision on each individual case.
3. For product integrity and hygiene reasons we are unable accept a return if it has been opened.
4. Most items are covered for up to one year against manufacturing faults, unless otherwise specified.
5. Software and Nursery warranty will be explained to you at the point of sale.
6. Your receipt is your proof of purchase and your warranty.

Problem with a Return
1. If your return does not meet the requirements of our 28 day returns policy, the decision to accept the return is at the discretion of the Store Manager.
2. We are unable reverse the Store Manager’s decision. If you are not satisfied with the decision made in store e-mail us outlining the problem, the store and your date of purchase
3. If your product has a fault, then you can return to your local store up to one year after your date of purchase, where an assistant will be happy to inspect.
4. If the fault present is deemed to be a non-manufacturing fault (due to accidental damage or mis-use) then we are unable offer you with a replacement or a refund.
5. The acceptable forms of redress are a Repair, Replacement or a Refund. The choice of the form of redress is the retailers.
6. Please see Store Locator if you want to contact one of our stores directly.

If our Frequently Asked Questions do not answer your query then please contact us via email where possible

Please note the following when contacting out customer services department:

1. Stock Availability. Please re-check our website for the most up to date information or see in store. This information is updated on a daily basis.
2. Store Location / Store Contact Number: Please see Store Locator .
3. Online Orders: Please e-mail cs@smyths.com quoting your order reference number
4. We endeavour to respond to all queries within 3 working days. During busy periods this may not be possible.


Email
cs@smyths.com or cs@toys.ie

Phone*
1550 22 66 77 [*Calls cost 95c per minute calling from Republic of Ireland. Calls from mobile phones may be significantly higher]
0906 614 0088 [*Calls cost 71p per minute calling from the UK including Northern Ireland. Calls from mobile phones may be significantly higher]
UK customers can also contact Customer Services on 02033285038. Calls charged at national rate.


Lines are open Monday to Friday from 9am to 5:30pm. All charges include VAT. Mobile phone charges may vary. Callers under 18 must have phone owner's permission before calling. The Service Provider is Smyths Toys, 2nd Floor Block 2, Galway Financial Services Centre, Moneenageisha Road, Galway, Ireland.

Post
Customer Service
Smyths Toys
2nd Floor Block 2
Galway Financial Services Centre
Moneenageisha Road
Galway
Ireland

Company Information

Smyths Toys. Company Registration Number 119138 having its registered office and billing address at Floor 2 Block 2, Galway Financial Services Centre, Moneenageisha Road, Galway, Ireland.
Smyths Toys NI Ltd is a NI incorporated and registered company having its registered office at Johnston Kennedy DFK, 10 Pilots View, Heron Road, Belfast BT3 9LE, Northern Ireland. Registration Number NI060832. Please use billing address below for all contact.
Smyths Toys UK Ltd, a company registered in England and Wales having its registered office at Royds, 65 Carter Lane, London EC4V 5HF. Company Registration Number 06051517. Please use billing address below for all contact.

Billing address for Smyths Toys companies:

2nd Floor Block 2
Galway Financial Services Centre
Moneenageisha Road
Galway
Ireland

aheaton46

geordieracer wrote: »

Do any of you lot actually look at a website correctly? All information found within 2 seconds
http://www.smythstoys.com/Contact_Us.aspx

They probably look at the website more carefully than you read this one

I don't think anyone said they couldn't find contact details:

my_gorgeous_ellie-belle wrote:

I have called their phone numbers given numerous times and no answer. I have also emailed twice earlier this week and no response.

Helix

aheaton46 wrote: »

They probably look at the website more carefully than you read this one

I don't think anyone said they couldn't find contact details:

Don't get too smart:

hev106 wrote: »

Hi, I am in the same boat here, I ordered goods on 28 Nov same day I placed an order with another site for DVDs, yet Smyths have not sent me anything to say goods despatched yet other site has despatched goods. Likewise I paid with Visa Debit card, but grandkids would prefer the toys ordered. Have sent an email to their customer service but still waiting on a response! Any help would be appreciated as nearest store is some 30 miles away and at the moment we are snowed in hence why ordered online. I havent yet checked the 'status' of my order on line but no doubt it will the same as the original posters status. anyone have a phone number for them as none listed anywhere? Thanks guys in advance