Toy Universe

Failed to fulfill order – Placed order months ago. Didn’t deliver in time for Childs birthday. Followed up via email and got one response. Since then numerous emails, phone calls but can’t get onto them. So disappointing. Surely you can’t sell goods in Australia and just take peoples money?

Failed to fulfil order and impossible to contact them – As the title says - placed an order over 2 months ago well in advance of my kids birthdays. Presents didn't arrive. Tried contacting the company via email, call centre and social media, and no response. We will get our money back through the card issuer. I have registered a complaint with the ACCC as this appears to be a common pattern of… Read more

behaviour given the other reviews I have read. I hope the ACCC take action and close them down before a lot of families are disappointed this Christmas

Feeling like I've been scammed – I ordered a present for my son on 20th August and got a confirmation of the order but nothing further since. Despite multiple emails following up, I've not received a response re the status of the order and I tried to call as well but got an automated message. Reading through the other reviews on this page, I can see that I'm not alone and guessing there's no chance of receiving my order or the money back!!

Good outcome – Ordered on the 7th November and received by the 19th in SA. All 9 items where packed and received with no damage. I was worried about them due to the reviews but I would order with them again now.

Excellent product, excellent price, excellent postage time! – We live in a very rural town with not many options for children’s toys besides the large chain stores. Our son is obsessed with “ fixing!” Today is his second Birthday and I decided to order his present with plenty of time for postage. Our order was packed and posted the same day or next which shocked me with how quick it was. Postage to a very rural North West WA town was super quick too. Fantastic experience all around. Thank you!

Excellent Customer service – The first Rusco racing wild traxx we received turned out to be faulty, but I wrote an email to Toy Universe and Kate from Customer service was quick to respond. After fulfilling the required procedure she immediately offered and dispatched a replacement product on my approval. Happy and satisfied with my experience with Toy universe. My son is very excited with his new toy.

DO NOT BUY FROM THIS COMPANY – Almost three months ago I placed an order for a gift for two Grandsons, I have emailed three times, left countless messages and still not had a reply, I advised them if I do not hear from someone in the next two weeks I will take my complaint to the Department of Fair Trading, so at the end of the week that is exactly what I will be doing

Toy Universe seems to have stopped operating – More than six weeks ago I ordered and paid for goods that I have never received.Have emailed and rung several times but not reply.Will now be applying a dispute to have my money returned.This is the first time I have ever had a problem with them as I have been buying Christmas toys from them for years.Not anymore.

WARNING!!! DON'T BUY FROM THEM – On August 10th 2022 I purchased $98 worth of products online from their store. A month has gone by, I have still not received the goods. I have sent 2 emails asking when to expect my items & neither one has been replied too. I do not have a tracking number so I have no idea where it's coming from or where it is. I have had no contact from them what so ever.

If only I could give no stars – Purchased kinetic sand. Never received. Emailed and was advised it was on the way, that was over a month ago. Do not purchase from these guys

Never got my purchased items – Last year I bought few things for my niece’s birthday.. GIFT for her birthday… Never buy items from this online website. Paid almost $100 for few items and everything.. never received… called them told them that I have not received my items and everything.. there was no help at all from their side.. wasted my money time everything.. Never buy online!!!

Lack of customer service – Missing an item from an order back in November 2021 repeatedly chasing it via email initially they said they would follow it up but heard nothing back and my last 5 emails over the months since and have had no repsonse.

Waiting for response about warrenty issue for 6 months – My son is still asking why his Christmas present isn't working in June, We contacted the company about a replacement on the 10th Janurary.

8yr old birthday disappointment – Ordered army costume for grandson via Catch on 8th April. Never arrived. Tracking number incorrect. Showed parcel delivered before it was ordered. Catch trying to sort it repeatedly said Toy Universe not responding to their query. Child still has no gift.

Toy Universe Service (or not) – Order 306471 placed on 4 April 2022 Informed by Olivia on 6 April 2022 that I had not been forgotten and that I would receive a tracking number soon. Inquired on 21 April 2022 on progress; no response. Inquired on 2 May 2022 on progress again; again no response. 3rd inquiry on 5 May 2022 on progress; yet again no response. To date; no further information forthcoming from Toy Universe.

No credit note for returned item – Absolutely appalling customer service. I returned an item in perfect condition, paid for postage and had confirmed receipt by ToyUniverse only to then not be given a credit note (apparently claiming it has been sent). Multiple emails with no response.

Products Ordered for Christmas – Ordered my products for my grandchildren for Christmas 2021 did not receive them till January 2022 when i finally received them they were damaged and had been wet. They were moldy , wet, and all the packaging was damaged. When i contacted them they said they were going to look into it i sent them photos of the damage. To this day they still have… Read more

not contacted me or sent me replacement products. They are so hard to get a hold of or even get a reply. I do not recommend or i will never order from this site ever again. DONOT ORDER FROM THIS SITE, BUYER BEWARE!!!! They take your money and send you damaged products, and don't give you what you ordered...... so upset with this place

UNHAPPY – Total frustration , no one returns your call . Parcels still haven’t arrived . Tried calling , emailing and still no answer . I placed my order over a month ago

ZERO STARS - STILL WAITING FOR IT TO BE SHIPPED 6 WEEKS LATER – ordered quite a number of items 6 weeks out from my daughters birthday, the send me a message and advise 1 item was damaged and it was the last in stock so offered an exchange or refund, I took refund as there was no substitute available. Said they would ship remaining items within 48 hours. Then get a message saying they have staffing issues in… Read more

the warehouse and offered free express shipping, again id get an update within 48 hours. Well its still not shipped and there's been no updates. Hoping I can get a refund of the remaining items but im not holding my breath.

1 star because you can't give zero – My first purchase from them about 6 months ago was about a fortnight late coming but it did arrive in good order with product as described. HOWEVER I have been waiting a month for this purchase and have recived nithing and no advice. They do not answer emails, do not answer their phone, do not respond to phone messages and the chat line doesn't… Read more

actually exist. This was a gift for my grandsons 1st birthday. Heartbroken. Hoping Visa can assist with a refund.

My nieces xmas gift went missing, as did their customer support – I ordered a gift for my niece on 5 Dec with a 2-10 day delivery schedule. It's now been 53 days and no sign of it. Conflicting messages from them and Aus Post initially then my 5 follow up attempts in replying to customer service emails were not responded to. Their phone line cuts off to an answerphone service which no one responds to, the chat… Read more

tool they mention on the answerphone service does not exist either. They have 6801 reviews on their website - all of which are 5 star, ha ha :D which to me says this is absolutely a fake/scam website. DO NOT SHOP HERE.

BUYERS BEWARE – Toy ordered 2 weeks before granddaughters birthday , arrived 3 weeks late. Toy broken in transit & useless. No response t complaint & refund demand

The WORST online store!! Do not buy from here! – I’m upset that I had to choose one star. My mum ordered a vetch easel for my 3 year olds birthday in DECEMBER! It arrived but was faulty (the pen doesn’t work which is the main feature). I emailed to ask for return details. Didn’t hear back for weeks. Followed up and was told I couldn’t return it because it had been opened (I mean, seriously?!!… Read more

How do I know if something is faulty unless I open it & set it up??). I was told to email back a video demonstrating that it doesn’t work. So I had to spend another hour re-setting it all up, took the video, emailed. No reply. Emailed again, no reply. Emailed a third time, no reply. It’s such shockingly bad ‘customer service’. Next step is to report this company to the Ombudsman. Are Toy Universe just expecting that I’ll go away and throw out a toy that cost over $100?!!

Missing order – I ordered my daughters birthday present for December 14th in October and its now February 2022. Tracking says PENDING Australia Post can't help me directly they need toy universe to contact them but as they have the correct paperwork (What is the point of a tracking number in that case) Emails received from toy universe are generic, full of… Read more

excuses and take to long to reply. My phone calls are straight to hold then cut off after saying they will call you back when "you're place in the cue comes up" no call back. Really disappointed and definitely would not recommend them.

TOTALLY INCOMPETENCE – Purchase toy for Granddaughters birthday. Parcel had been sent without address, just suburb. It was returned, and l has to pay the return cost of $15.00. So l do understand why l should have had to cover the return post. Took numerous phone calls that went unanswered, live chat, icon never appeared, emails went unanswered.

Missing order since early Dec 2021 – Ordered stuff back in December 2021. It’s February 2022 and still waiting. No feedback to emails or messages. None existing customers service. They should not be allowed to do business.

Broken cars within minutes, still no refund! 0 STARS – Bought 2 remote control cars for Christmas, they broke within minutes of use. Company has agreed to refund but is yet to do so. To add insult to injury they wont answer emails or calls. Live chat doesn't work!