Toyl Reviews 69

If I could give zero stars I would
My complaint us exactly the same as the previous review it sounds like the same box!!
Zero response
I've used this company many times and Karen is still advertising
Not sure what going off but don'tpurchase

I ordered a package off Toyl and I never received it …I emailed them with no response…I then emailed them again and no response…I Then claimed the money back off my bank …This company has 0% Customer services…Avoid at all costs

With regret, I am reluctantly posting a negative review which relates to a very poor customer service experience. My comments do not relate to any particular product.
I was introduced to TOYL by a friend who had met, through a business initiative, the founder Karen. I looked on the TOYL website and was most inspired by the Company's ethos and values. I proceeded to place numerous orders and have been delighted by the products and the good value they represent. Friends and family have been the delighted recipients of many of the beautiful products. The Gatineau cleanser and Ila facial oil have been a particular favourite.
In November 2025, I noticed that an order I'd placed to the value of £39.98 was not followed by an email confirmation from TOYL. However, the payment was charged to my Klarna account so I believed all was in order. To date, I have received no order and no refund. I have raised this several times with TOYL and indeed went to great time and effort to investigate this matter using my order history, details of orders delivered and payments made. My investigation confirmed that TOYL had received payment for the £39.96 missing order. I provided all of these details to TOYL, including a screenshot of my Klarna payment. I chased up this matter several times, even escalating to the founder Karen. Karen sent me a warm response in relation to my compliments about TOYL in general but made no reference to my missing order. Eventually, I was informed by a customer adviser that I should follow up the matter with Klarna.
By this point, I was weary and more than a little frustrated. I cannot see why, as the customer, I should spend more of my valuable time attempting to retrieve payment for an unfulfilled order.
As it stands, my concern is less about the money, albeit I should not be out of pocket by £40. The lack of resolution and decent, honest practice from TOYL has astounded me. It is way out of kilter with what I believe the Company promotes. Reading through the weekly "Karen writes" emails would not suggest this unacceptable practice from a small and growing business.
I do hope that this post is helpful to other purchasers and comes with a "buyer beware" warning in the event of a similar instance in the future.
I remain deeply disappointed about how shabbily I have been handled. That said, I miss my wonderful boxes but cannot allow myself to spend any more money on a business who does not value my custom.

I have the monthly subscription & love the boxes. However customer service is awful. Emails aren't read properly & incorrect actions are taken. Chasing corrective action & radio silence from them. This isn't the first bad experience I've had with their customer service. You're going to loose customers if you don't start listening to them!

This is the worst company to try to get to communicate with.
I joined at the beginning of March, got my March subscription box, was ok. But on 20th March I got an email from them informing me 39.99 had been taken out of my account for my March subscription box, and they were preparing for dispatch
I hadn’t ordered again, I hadn’t budgeted for 39.99 to be taken from my account, I’m a pensioner and need to budget.
I wrote an email Friday morning and early evening, not heard anything at all, tried calling Friday, recorded announcement saying not taking customer calls.
Tried web chat this morning, nothing, no movement with chat at all.
I’m upset and worried, such a poor company when they can’t communicate with customers, unnecessary and unacceptable amount of worry with no one prepared to help

I placed an order on 18th February 2026 with dispatch date for 3rd March 2026, payment has been taken but I have not heard when my item will be dispatched, and I have not received a reply to my emails querying this.

What a truly awful company to deal with. Placed an order on 29th December, despatched on 5th January & due for delivery on 9th January. Delivery was with Evri - tricky at the best of times. It never arrived. Despite countless emails to TOYL with no resolution plus a telephone call (they only take a message to pass on then you are contacted by email so a phonemail is a waste of time too). I only got my money back after starting a PayPal dispute, even then it took nearly a week for TOYL to respond and refund - with no confirmation email to say they had done so. Avoid this company if you want to give them money then be ignored. It took a full month to get my money back. Dreadful

I find Toyl very good. Thé products are very good, I subscribe to the monthly box and thé extra boxes you can buy are great value. Yes delivery can be a little slow but I think problem is we are used to placing an order ànd it arrives next day. I have picked up some really good products including a great mascara oh la lash recently. Thé video tutorials are really useful. I have been a customer 2 years plus ànd I find the products are good value ànd it gives me chance to try new products.

This has been one of the worst online ordering experiences I’ve ever had. I placed my order on 2nd November and heard absolutely nothing until I chased them a week later, only to be told they were “waiting on one item.” After that, the communication completely disappeared, no updates, nothing on the tracking system, and no effort from the company to keep me informed.

I had to chase again, and was eventually told it would be dispatched on 24th November. That date came and went with no dispatch and, unsurprisingly, no communication. I emailed again on 30th November and 2nd December both ignored.

In the end, it took a phone call just to get any response at all, over a month after I placed the order. This level of customer service is unacceptable. Customers shouldn’t have to beg for updates or chase relentlessly just to find out what’s going on with their own order.

I won’t be using this company again, and I strongly advise others to think twice before ordering from them especially if your order is a gift.

If you want deal with a company that takes your money then you hear absolutely nothing for 2weeks about your order . After many emails being sent to them ( which they never once responded too) .. this is the company for you 😤 It felt like I’d been scammed tbh . On my last email i informed them I would be contacting Trading Standards 🪄like magic .. 3minutes later I had an email from then saying my parcel was on its way (I wasn’t holding my breath on that one ) But.. it arrived ( loud cheers) if your thinking of ordering in time for Christmas .. think again . Save yourselves the hassle and stress and shop elsewhere. ) Not even sure if the MoltenBrown gift set I purchased is authentic. The cheap organza bag they were in with MoltenBrown inscribed are being sold on eBay .. so who knows . All in all an horrendous experience. Would have given a zero rating if I could !!!

I really don't know what's going on if im being honest, I've ordered a box last week and still not been dispatched yet, ive emailed twice and got nothing back, im tempted to report through PayPal and ask for my money back because it looks like im being scammed

I skipped my August box and got the confirmation email but they helped them selves too my money anyway. I was told I couldn’t skip as it was too late ,rather than checking so I had to send the confirmation email. It took nearly 2 weeks of emails and Facebook messages before I got my refund. I asked to cancel but I got ignored again so zi found a way of cancelling on the website I was with Toyl around 3 years but they didn’t value my customer.

I gave this company the benefit of the doubt after ordering last year and getting the runaround and ended up cancelling the order.

I placed an order on 31st August and today 5th Sept its still unfulfilled despite phone calls and emails and a message to say it would be dispatched on Wednesday 3rd. As this is a birthday gift I am running our of time.

I will never, ever again order of this company and if this order is not dispatched by Monday, I will be looking a refund and reporting to trading standards.

I have now received a reply on the back of this review and they have cancelled my order!!!!!!!!!!

You can never speak to anyone who can help
They just say we will pass your message on .
Apparently it takes 48 hours for them to get back to you ( they don't work Saturday or Sunday )
Sent an email saying my order would be shipped when it wasn't .
I now want to cancel as it's to late but once again was told we will pass your message on ( but they never do ! )
Disgraceful!

Please don’t buy!!!
If you all could make everyone aware of this account not to buy as she has lied to me in emails and Instagram about that order has been sent Monday or Tuesday (it hasn’t been sent because on her website it says order still unfilled) I got ripped off £30 by doing an order)

Normally a great company but recently some orders have taken two weeks to be dispatched. Also today sat 19th July 25, was. Advised by Evri that a parcel sent 17th would be delivered between 1 and 3
It wasn't delivered and late tonight was advised delayed and no update until 26th
So clearly stolen by the driver, as they scanned it at the depot
You wonder why Toyl would need to use such a cheat useless carrier. Not impressed

Great price on product, prompt delivery (ordered 2nd June, recipient received my gift on 4th June).

I emailed a small query about the order and got a helpful reply the same morning from the Customer Service Team.

Great value, however not overly sure on the original recommended retail price of the items. Delivery and customer service could be improved.

I've read some negative reviews all be it most of them from some time ago...I've subscribed to the toyl beauty box virtually from the beginning...I've never had any problems with orders not being fulfilled or delayed orders..or being ignored on any of the platforms...so I just wanted to set the record straight as reading negative reviews can be off putting to a prospective subscriber /customer.
I would definitely recommend this company.

I have had the TOYL subscription for almost 2 years and have never been disappointed. The boxes each month offer fantastic value and a great chance to try new premium products which are full sized unlike other beauty boxes I have had which were just sample sizes. One one occasion a product arrived damaged and was replaced immediately, fantastic customer service. Would highly recommend this beauty box.