Horrible customer service, I never got the package I paid for.
The customer service was horrible, I never got what I ordered for my child's birthday and had to buy something else from another site.
Total scam, read the other reviews and don't waste your money.
Do not use this company
I ordered an item that after over two weeks, I needed to chase up for an update. I kept chasing it and their customer service so apathetic towards the whole thing. They blamed everything on Australia Post and finally when I lodged a complaint with Aus Post, they gave me a proper update. My item had been lost and Toy Universe didn’t offer any advice, updates or guidance. I had a massive delay with my first order and gave them a second chance but I will NEVER use this company again.
3/5 items were missing parts!
I ordered 5 items and 3 of them were missing parts inside. I am extremely disappointed as my child whom was looking forward to playing with new toys wasn't able to. They told me they had none left and wont be getting anymore in. Then why sell it???
Scoot and Ride Highway Scooter
I can only comment on the service and purchase of the scooter as I bought it for my grandson from the US. Easy transaction and super fast delivery. By all accounts he is having a ball learning to ride. Great price, will be buying from Toy Universe.
The WORST Customer service, did not take responsibility!!
Received the LEGO in bad crushed, damaged condition which bought on ebay.
And they stated stated there is no damage to item.
"Buyer received full refund. There was no damage to item,buyer insisted on return"
Check out what I received, guys
Disappointing customer service
I will not buy from Toy universe again. Their prices are not competitive. The Lego I purchased was 25% dearer than other major department stores. The second item I purchased was faulty. So although they promptly refunded the amount for the faulty item I simply would not pay $10 shipping for one item only. Toy universe are not willing to reimburse a portion of the shipping. Although I understand that this is their decision entirely, I must say, I am very surprised that an online toy store is not interested in keeping their customers happy. I certainly wont bother to buy from them again.
This was my first visit to this online toy store, and sadly I was disappointed. I ordered an item and paid for express shipping (which should have taken a maximum of three days to arrive - I don't live that far from their shipping warehouse), and it took seven days to arrive, missing an important birthday. Whilst it was their courier/delivery service that let them down, I'm hoping that by writing this review they will realise that they need to change their delivery service from Australia Post, as Australia Post is clearly letting them down.
Paid my laybuy off for 6 months then at the last minute they tell me one of the more expensive items weren't in stock and had to wait 5-10 days for a refund. Then my order arrives and my god let me tell you how shattered I was. Two of the items are missing!!! After 6 months and almost $800 with them you'd think they'd get it right, especially for the top prices they are charging everyone.
Appalling customer service
I had found items in my laybuy were overpriced compared to other retailers, I called and requested that those items be removed from my laybuy as they were over charging. I was advised to finalise my laybuy and that they would attempt to remove them and refund the items. I was the. advised that this was not possible despite the fact my items had not been shipped. Toy Universe did not allow me to cancel my laybuy despite that being my right as a consumer but has instead forced me to over pay for items that I can apparently pay to ship back to them for a store credit. Do not buy from this company if you expect decent customer service.
Love this store!
I purchase all my toys from here. Great prices, great service, speedy delivery. On the odd occasion when a product hasn't worked as well as expected, they have replaced or refunded on first request. I love the flat postage fee of $10, it's cheaper and easier to order all my presents online and have them delivered. I also purchase a few extra gifts for childrens charity at xmas and they deliver them to the charity for me. Makes me feel good and it's very little effort on behalf at the busiest time of the year. I can't fault them. Highly recommended.
Money Hungry! Avoid.
I purchased a gift April 25th and received an email on May 20th to say my order has arrived! I thought surely this was a mistake, but no, the arrival of my gift was informing me that the gift was returned to the warehouse.
As this was a gift I was optimistic that it had arrived on time, however there was nothing to let me know it had arrived, sat at the post office and then been returned.
I contacted customer support as soon as I knew and they gave me 2 options:
- pay them $22 to resend OR
- pay them $15 to get a refund!
This was absurd because both options are over half the original purchase price.
I proceeded to ask for a FULL refund as they failed to send a notification that the parcel arrived, however they went ahead and deducted the $15 without my consent!
I will NEVER use this money hungry company again and I suggest if you don't want to donate your money to them, neither should you.
So good! Great products and fast shipping
I was looking everywhere for Baby Born accessories and this website was the only place I found. Not only that, they had great options at such competitive prices and the postage was fast! So good.
Ordered about 8 toys 3 weeks prior to Christmas and only 1 arrived. Took 2 days to get a refund and ironically they did not refund postage! Hopelessly unprofessional outfit. Avoid at all costs.
Ordered 4 toys for children's gifts for Christmas; received 3!
Today I received my order for christmas. It is missing a toy. I am absolutely appalled. To make matters worse I've tried to ring the customer service line and there is no answer. I've tried emailing but have received an auto reply saying they won't be back in the office until the 27th of December. I guess one child isn't getting a gift?
There's also no invoice inside the box or any sort of paper work to provide some sort of explanation why there is no missing toy
My granddaughter is going to love these
I ordered various toys for my 4 year old granddaughter from Cabbage patch interactive doll to hatchimal all for Christmas. I know she is going to love all of it! She particularly loves fireman Sam, so I bought her the fire station which comes with a fire engine. Seeing as she takes ballet lessons I bought her Emma wiggle ballet barre.I know she will be so excited as she opens each present. I just hope she doesn’t ask if I bought her anything!!
Ordered Friday, Arrived Monday.
Happy with order! Was hesitant considering the reviews on here, but needed this product for Christmas and it wasn't available unless you paid hundreds in shipping fees on Amazon or Ebay. Ordered it on Friday, Arrived Monday, spoke to customer service to ensure this product was definitely coming as it's not available in stores, and they assured they had it. Received tracking number, product arrived safely and intact! Really happy with the process from start to finish.
Definitely would use again!
Customer Support non existent .
Item unsuitable for age recomended, unstable . When put together the digger bucket twist and wobbles,and is uncontrollable . This item is a ride on digger ( shovel ) . Just to add some construction is needed. Toy Universe has a return policy that states they will give a in store credit as long as the item is unopened. Well try putting a item together without unpacking the thing. How are you to know if it works or not . Do not order from this online company.
Exactly what I wanted
I was having trouble locating a specific item. After going to 9 different shops with no luck I'd almost given up. Then at 10pm on Sunday night I came across the toy universe website. Placed the order then and there. The very next day I received an email stating my order was shipped and on my doorstep the following day was my item. Going to have a very excited little boy when his birthday finally arrives. Thank you so much.
Don't opt for collection from the warehouse and you'll be fine
I arranged a Christmas layby which all went to plan, so the first part of my experience was good. However, when I went to collect my order from their Erskine Park warehouse, I didn't have such a great experience. I collected the box and came home and to my dismay, discovered that only one of the items I had paid for was in there. I phoned up to let them know that I hadn't received all my items, and the girl I spoke to was apologetic. I waited while they checked that my remaining items were at the warehouse, and was then informed that I'd have to come back to collect the rest of my items. The next business day, I drove back there to collect my order again - which was no easy feat in itself with 3 children to shuttle around. After waiting and waiting while the warehouse staff tried to locate my order, I was then informed that my items had been shipped to my house. I said that it seemed highly unlikely that they had been shipped when I had spoken to someone on the prior business day who informed me that my items were right there in the warehouse! It turned out that my items were in a box on someone's desk in their office. After a lot of effort and inconvenience, I finally have all the toys from my Christmas layby. I understand that these things happen, mistakes are made and that's fine - it was just really inconvenient at a really manic time of year, and there didn't seem to be a great level of acknowledgment of the error on the customer service side of things.
Most of the staff is helpful and friendly
I like the fact that you can laybuy all year but think the 6% should be clearly showen in the grand total so you know exactly what your paying in admin fee i have many kids to buy for on Christmas including my two youngest children as my youngest child is three i will be buying toys for Christmas and birthday for at least 8 years and thought this would be great but i feel like i need to watch how much i buy because the admin fee can become more then I'm willing to pay. I found most of the staff friendly and helpful until today i called to finalize my payment today and was told i would receive a call back telling me how much i had to pay. I received an email about 15 minutes later i have copied and past the conversation.
You have 2 payments remaining on your laybys for a total of $66.90
i have checked my bank statements
i have paid
5 payments of $33.75
1 payment of $300
and 2 payments of $61.10
one order is the total of $102.50
the other $518.71
total of $621.21
amount that should be left is $30.26
The total for your layby is not $621.21, it is $658.48 as it includes the 6% non refundable admin fee, this leaves you with $67.53 and not the $30.26, which has been divided into 2 payments as per our previous email.
I sent the confirmation of my two laybuys one stating the total was $102.50
and the other stated $518.71
then asked where was the 6% stated in the grand total
It does not state it in the total when you checkout, but when you read and sign the layby form it is clearly explained as below :
5. An administration charge of 6% of the total value of the products ordered will be charged at the commencement of the lay-by term in addition to the first payment and this fee is non-refundable.
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