Hamleys Reviews 

Had a very sad experience at Hamleys on regent street.
Firstly, we had bigged this place up to our kids for their amazing behaviour. We learnt very quickly that we were going to have to spend a fortune on TAT wether we liked it or not. Prices are RIDICULOUS.
But the worst part for me was whilst I was in the queue, there was a tall man (worker) at the front helping to control the queue. I assumed he was probably autistic, it was quite clear if you know the traits. Anyway, the manager shouted at him over guests to stop being so 'robotic' and 'animated' to 'interact with the guests' - I saw the worker just question his whole self and it's absolutely broke my heart to be honest. I understand why maybe those conversations need to be had, but maybe not shouted at him over guests on a busy Saturday before Christmas.

Service in store stinks. Sent a scrabble back 8 weeks ago to Regent Dtreet store as only 16 letter tiles in it. Many promises of replacement. 2 weeks ago went to store to ask what was happening. Told by grey haired duty manager that he’d call me by 2pm that afternoon for absolute certainty. ……no call received. Endless calls to Hamleys to be messed about. I wrote to store manager and sent the letter next day delivery. Again, no response. Hamleys are thieves and a complete joke. Reported them for theft of the scrabble and then to trading standards. They are the joke of the high street trading on an old reputation. Complete joke of a duty manager and a very much “ don’t care attitude “ from the so called general manager. Avoid these robbers at all costs.

A toy was priced at 24.99 on Hamley’s website and, as I could not access the store online, I went to the flagship store in London where they tried to charge me 32.99 for the same item!!. Fortunately, as I had taken a picture of the website to identify the item in store, I could prove that the store was being disingenuous. Some might call it something else…
Do not trust this store.

I bought a gift for our grandson from Hamleys believing that a prestigious company would deliver as per their company reputation. Sadly I was wrong and the experience is the worst online and delivery service that I have ever experienced. Parcel in Evri depot waiting for delivery but after five days not delivered. Customer service is really nothing of the sort. Avoid if you can.

I would give this a zero if possible.

Order placed 19/11/24 and email confirmation that it had shipped on 20/11 with 3-5 working day standard delivery.

I called today to enquire about the delivery as Evri tracking stated they were still waiting to receive it from Hamleys. Customer services informed me that a refund for the item only (not shipping cost) had already been processed as Evri had told them they had attempted but were unable to deliver the item - I knew no attempt had been made.

When questioned further about the refund, I was told it had been processed today and that Evri had never received the item in the first place. Customer services had lied to me! I asked to speak to someone to raise a complaint and was told they have no system in place to raise a complaint over the phone, only by email, but that they would look to refund my shipping costs.

Orders from china that are never arriving!!! No respond. No contact with the company

Ordered a Disney castle Lego set 3 weeks ago. According to the tracking app it’s only just leaving China. At no point was I made aware of the excessive delivery times. I have also tried to reach out to enquire if this is normal and if so why was I not informed. Genuinely unsure if this will be here in time for Christmas and was ordered at start of November. I have had no response to my enquiries. Do not order from this company

Built this up to my kids for our trip to London, what an embarrassing pile of rubbish. Flying saucer £30 and it’s basically some thread, blue tack and a piece of thin thread. Car that drives up walls, except it won’t when you get it home on normal walls. Absolute theft , 2 very upset children. Trading standards here we come!!

So sad to write this. Hamleys sells products that it must know full well don't work or will break. I wish the store could be sold to owners who care about kids. No customer service, the store is still fun to visit but have experienced so awful staff there too. Probably nought stars really.

Hamleys sent out 3 damaged Pokemon boxes so I contacted them. Their customer service tries to gaslight and blames you for their failures. I was told that I was offered to keep the damaged items and offered a partial refund as a “gesture” of goodwill. The refund…..£14 yep so basically I have still paid for the items. Honestly they are that much of a joke! they are not the luxury brand they make themselves out to be and are more like scammers blaming you for their badly damaged items. I wish I had read these reviews before ordering but I will never buy anything from them again. They don’t even pack the items properly. I’ll be going into my bank if they don’t resolve this. They basically send out damaged stock and then make you do all the work for your refund. As a disabled person I can’t do that but they don’t care. Please keep photos for evidence, I have!

Zorbi magic flying saucer

We bought a Magic Flying Saucers as special treat as is was a little cheaper than the other hideously overpriced toys. The display in the shop was brilliant and totally convincing, the implication was that there was a device worn behind the ear which you could control the saucer with and do amazing tricks. I specifically asked a staff member how it worked and he said electromagnetism.
The reality is we paid 24 pounds for a plastic disc with a few lights, some blue tack and very fine string, the latter which was never mentioned as the tool to make it float by the sales rep.
False advertising, a lie, frankly criminal and totally disappointing and a huge let down to my son who cried when we got home and realised we had been conned.
I hope I can get my money back.

On 22nd October 2024, at Regents Street, 188-196 at around 5pm.

I was served by a tall white male with blonde short hair. We purchased items that cost a total of £87.00. After my payment method was approved on the chip and pin. The white male pressed something on his till and then asked us to pay the £87.00 again, which I declined and showed him prove of my bank already accepting the payment.

He then refused to explain his actions, give us our purchase and the receipt. I than enquired why he did this. We were then shortly ganged up by, the other Hamleys staff members who numbered over 6. The staff were very hostile towards us and refused to apologise. They all embarrassed us by gaslighting our concerns and causing a scene which was very humiliating for us.

I went to the front of the store and I asked a female staff member, for the manager she pretended that she did not know who the manager was. I had to ask staff repeatedly for the manager and they were either very rude or unhelpful.

Only after I said that I would contact the police, they then got a manager. We waited for 10 to 15 mins for the manager. I showed him the bank statement and explained to him what had happened but he was also unhelpful.

At this point my disabled daughter was very distraught, as she could not understand why she was not able to have the purchase we paid for. They also placed the item in view of her to distress her even more.

Despite my best efforts, I was unable to resolve the above. We left Hamleys feeling humiliated and distressed. No member of the public or customer should be treated with such disregard. Due too how poorly we were treated by the staff at Hamleys, we will not be visting this store again.

The zorbi is just some wax and a Thread No magic at all😡

I have today made contact with Hamleys regarding the Christmas Grotto for 2024. The tickets go on sale in two days time and I had a few queries before making the purchase.

I intended to book tickets for 3 adults, 3 children and a non-walking/talking, under 12 month old baby. I asked Hamleys if there is a charge for the baby. They advised me that there would be, which in itself is ridiculous.

We would have reluctantly paid for the baby however, they were unwilling to accommodate for our group of 6 and a tiny baby because the maximum number permitted in the grotto is 6.

Is this a joke? Their exact words ‘we are sorry that we cannot accommodate for a larger group’. It’s hardly a larger group! It’s 6 plus a tiny baby!

They refused to make an exception.

I just cannot fathom how this is in-keeping with the spirit of Christmas? As a store for children, how can they possibly think that this is acceptable?
I could fully understand if the 7th person is a walking talking child but it’s a small baby who will be in mother’s arms and won’t gain anything at all from the experience - yet we still would have paid for her.

It would have cost over £140 for our group but we will now take our business elsewhere to a child- friendly company.

I am appalled and outraged.

Don’t even bother wasting your time or money!! Ordered a friends Polly pocket which was advertised as just that. Was sent a different Polly pocket and when I emailed, was told it was a ‘random selection item’(not stated anywhere on the advertisement). I asked if I would receive the item that I actually ordered, and was told no, it’s out of stock. They then told me to return the unwanted item ‘free post’ but needed proof of postage that they won’t pay for, if I wanted to avoid any issues with my refund.
Absolutely disgraceful! False advertising and crap customer service!

Bought a load of toys in the January sale, so probably more fool us for buying so early but 4 out of the 5 electronic toys don't work. Really disappointed that pretty much all of them are broken from what's supposed to be the best toy shop in the world

What a disappointment. I had an old-fashioned belief that this was the top store for toys and advice. The store looks tacky and gimmicky and although there were plenty of meeters and greeters, nobody knew about the stock; nobody could advise unless it was their speciality (even if on same floor right by products) and no-one available to help. I wanted advice on a magic set; had to wait ages for the specialist magic man to finish his tricks and then he had nothing very much to add. I wanted to know if Disney Frozen ordinary clothing was on sale but nobody knew, not even the person standing by and selling the special Frozen outfits. Better service in a supermarket.

I took my granddaughter to Hamleys in London she wanted to by her 2 yr old cousin a dinosaur she picked one we looked at code £4 great. Went to pay Shock horror £34 wrong coded sticker I tried to explain to the young lady behind the toll
She was offish towards me and went into get another person who also rude
I did say if they are marked up at that price should be sold for it

They told me to go and pick another dinosaur so I did. I spoke to another member of staff and she was better and scanned another dinosaur which was £13. A bit better. Went to pay for it £25 !!!! Hamlets was a total let down

Manish sir is very good in staff at hamleys store indore

Wasn't happy with my purchase bought two airoplains for my grandson they were in a package they were flimsy easily broken .they were 12 pounds in store we had a demo looked easy but in reality rubbish .I ask for a carrier bag which when I looked on reciept was 8.00 how do you get your prices ..shocking