Toastieexplorer Reviews 16

The customer service is excellent. Laura answered my messages promptly and kept in touch until my inquiry was resolved.
This is our family’s 3rd purchase and dad and the two young girls love their weatherproof robes. Thank you !

The only regret I have with Töastie is that I found this brand too late!!! I bought a winter jacket for my daughter. I realized I chose a size smaller after I placed the order. The customer service replied and sorted it out for me very quickly
I love the design and quality, there are many details. It’s definitely the best winter coat I’ve ever bought for my kid.

Quite simply, the most amazing customer service I’ve ever encountered! Personal and caring, they went above and beyond to find the sold out vest I was looking for, locating a preloved version in their warehouse. Rapid and personal communication from a company who clearly care about every customer. Amazing products too - my children love their dry robes, so well made, fantastic swimwear.

Initially I was so pleased with the snowsuit - it appeared perfect. My little boy was very comfortable in it and he looked adorable.
However, after wearing it for 1 week during a skiing holiday (let’s be transparent; the suit was worn for maximum 1 hour daily for 5 days by an infant that can’t walk and spent all his time being carried), I noticed the seam started to come undone on the bottom.
I emailed Töastie on the 13th March to politely inform them of the product defect and hoping they’d be able to help.
We’re now 2 weeks on and still no acknowledgement or reply.
This is very disappointing, especially with such a hefty price tag (£90), I would expect much better quality and customer service.

**EDIT**
(Added below so that Töasties reply makes sense in context).
Following this review, as you’ll see in their reply, technology failed us on this occasion. Because of this, Töastie actually called me today to follow up.
They offered me two very reasonable solutions and were very polite, making it clear that they were set to resolve my issue.
Despite the garment malfunction, I can’t fault them (these things happen!).
The initial purchase despatch was very quick, the item is good quality and the customer service stepped up when technology didn’t.

I had complicated issues that were dealt with so well.
Laura the lady I dealt with was highly efficient and very patient. She is a credit to her company

The professionalism and passion are reflected in all aspects of Toastie Kids: the clothes are brilliant, vibrant, colourful, comfortable, functional, sturdy, well made, and with care: the web site is delightfully engaging, the clothes are presented well, there is a sense of play and adventure: descriptions perfect: an easy website to navigate: the stories are engaging; delivery is prompt and in my case overnight: product is well packaged; and best of all the staff are delightful:- personable, responsive, cheerful. Laura thank you for add greatly to my experience with Toasties, take a bow.
I’m in Australia, buying for my grandson and my experience could not have been better.

Excellent customer service. I had an issue and the team gave such a personalised and quick response. They were so helpful - should be the gold standard for customer service. Shout out to Laura!

We have one of the cloud onesies and I highly recommend. Great product.

Order placed Nov 19 and still not dispatched, 5 days later. On Nov 22 emailed them asking when it will be shipped, but they didn't reply. I emailed again today on Nov 24.

I wonder if ownership has changed because I've shopped with them in past without issues.
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Edit: they responded and told me the coat I ordered is now out of stock. I decided to choose another coat instead of getting a refund. The new coat was £20 more expensive and they covered the difference which was a nice touch. Haven't received it yet but hopefully soon.

TLDR; initial poor experience as item didn't dispatch, no notifications and not responsive when I reached out. Item was out of stock. They turned it around by sending another (more expensive) coat and covered the price difference. Will update once received.

Ordered two toastie kids robes but unfortunately my kids were between sizes and I picked wrong and had to return. I was desperate to get them for the weekend only leaving a couple of days, so I reached out to them via their email and they got straight back to me. They were super friendly, organised for next day delivery on a new order and the return of the others.
The quality and brand is beautiful. So glad I found them. You won’t be disappointed.

I’ve always loved the brand since they launched, and now the family each have beautiful weatherproof robes.
Customer service is responsive and helpful.
Thank you TOASTIE.

Laura

Wow what a beautiful well made coat, I previously bought a dry rope coat and it’s not as well made as this. It’s beautifully made, super warm, and feels like a big hug on a chilly day! The quality is fantastic — you can tell it’s been designed with care and made to last. I love how it keeps me dry and comfortable, whether I’m walking the dog, watching sports, or just out in the rain. Definitely worth it — I’d recommend it to anyone looking for a stylish and practical dry robe coat.

My sister and I decided to buy Toasties after seeing a mother and daughter wearing them to the beach in South Sands, Salcombe. We liked them because they don’t look like ‘dry robes’ but they can be used as a dry robe as well as a very warm, weatherproof coat. We ordered the SM/M and it arrived two days later. The coats turned out to be too big for us but Toastie made it so easy to return them and then sent two smaller coats within a few days. Amazing service and really friendly and helpful staff. Thank you Toastie (and Laura). We love our beautifully made Toasties. Stephanie.

Beautiful outdoor wear and amazing quality. My daughter looks absolutely adorable in her puddle suit, we actually have a few different ones.

Update: updated the wrong review. Customer service is excellent as are their products 🙂

The MOST beautiful onesie. Super soft and delivered so quickly. Will 100% be buying more from Toastie!

My order was almost £300, they did not bother to deliver the hoodie, nor inform me it was missing from my order. My order status was updated as “delivered”- yet no delivery took place. I contacted Toastie to inform them, and then they inform me after a week, they hadn’t even bothered to send the hoodie to me in the first place. I’ve been speaking to an advisor I found rude on the email from start to finish.
I’ve asked on the emails numerous times for escalation to a Manager which was NOT done, nor did the person on the emails identify their position, when I asked. Instead purposefully prolonging the situation and not addressing my concerns. It’s been 3 weeks now and still NO order and NO refund actioned. Toastie are ignoring all my emails, thinking that their customers are as stupid as they are with dealing with complaints and hoping it goes away. This will never go away. They’re not going to keep £300. I’ve escalated this further and I will get my refund. This company deserves 0 stars, it’s the WORST company I’ve ever had to deal with. Avoid this company at all costs, do NOT part with your money and buy from them. They’re so useless and do NOT want to know whenever there’s a problem. There’s a reason they have low rating. Clearly they’re used to treating their customers this way, and getting away with it. This time they are not.

Update- Toastie are telling me to edit my poor personal experience. In reply to Toastie’s inaccurate and falsified replies below- You are not “stunned” by this review…I made it perfectly clear I was unhappy with your service. I even patiently waited weeks for you to resolve, and you kept avoiding the issues. Firstly the hoodie I ordered was supposed to be included in my order (if you’re still disputing this I can attach the evidence), the same evidence where you clearly informed me you “forgot” to notify me the hoodie was out of stock.
Secondly when a customer puts an order through, they expect the delivery to at least be attempted to their home address, not some random vacated property, in addition not informing the customer of this, I had to ask you where my order was, that should not have been the case!!. As a business you have failed to deliver my order, then fabricated that my parcel was delivered to an empty property- how is that possible? Why not deliver to my address first, since I did not leave any instructions to deliver elsewhere!!
Thirdly, you did not keep me informed, it was rather me chasing you where my parcel was. You showed you rather keep my money, instead of resolving the issue, weeks had passed and STILL you had not bothered to offer me a refund or apology for my order. You were avoiding the issue, hoping the customer would forget they’ve parted with over £300.
You should work on improving your customer service skills and actioning refunds for customers, than arguing over simple facts with a customer, which can ruin the image of a business. Common sense would be to admit your faults and move on. Many other customers have had the same issues with yourselves, this isn’t something new. You were not transparent.

I absolutely adore the clothes from Toasties. I needed to contact the company regarding an issue with a snowsuit which ultimately needed returning. The customer service was swift, professional, and worked on solutions immediately. I only leave reviews for companies with stellar customer service. This is a brand I will continue to buy from year on year. The quality is excellent and the designs are gorgeous. I prefer plain colours over patterns and was tired of endlessly searching for toddler clothes that weren't covered in pictures. This is now my go-to brand for coats/ snowsuits etc.