Smiggle Reviews 

Very disappointed with Smiggle customer service - I requested a delivery charge refund as my parcel was badly damaged - note the items inside were not damaged- but I feel when paying delivery charges the item should be packed appropriately and arrive well packed - no responsibility for the company Smiggle use to deliver parcels- Evri ! ! I will not use either company again -Smiggle do not sell " cheap goods " that is why i chose to buy from them originally, but they're obviously not interested in customer service once they have taken the money for purchases from genuine customers

I had to return items as not suitable i had to pay £7.50 myself to return them, had i known this i would never had ordered from them in the first place, i wont order from them again !!

Massive thank you to Jasmine at Telford Smiggle , such a kind and helpful member of staff. Good old fashioned customer care and a pleasure to speak to. Thank you Jasmine 😊

Half of my order was cancelled this morning after me purchasing almost a week ago now. I emailed Joanne back to request she just cancel the order in its entirety as I’d purchased a full set of paw patrol items for my daughter and her friend. My email was ignored for a few hours until after they’d sent me the generic ‘your order has been dispatched’ email. I replied immediately so there was no excuse for this, if you’re not able to fulfil the full order you should have offered to cancel it instead of now sending me half of an order that I can’t gift. I also see I would need to pay to return these items as Smiggle charge for returns. First and last time I’ll be shopping here. They also don’t seem to be able to send me their complaints procedure, after I’ve requested it twice. This shop seems very unprofessional and unreliable.

I am extremely disappointed with my experience.

Despite contacting customer service multiple times over the past two months, my issue has still not been resolved. I was sent an incomplete order — some items were missing — while at the same time, I received additional products that I did not order.

For two months, I have repeatedly asked for a proper resolution. Not only has nothing been fixed, but I am now not even receiving responses anymore. The lack of communication is unacceptable.

What makes this situation even more frustrating is that I was never given any instructions on how to return the extra items that were mistakenly sent to me. No return guidance, no clarification, no accountability.

Order Number: 83029674

Very poor customer service and a highly disappointing experience overall.

Poor customer resolution made me feel like a scammer! I had 1 missing item from a parcel and reached out , this item was in the sale for £6 and I purchased lots of other items that were all in the box , a simple packaging mistake . I was advised I need to send a picture of the box with label and they would look into and if I was lying basically report me to action fraud !! I work for a fraud team in a large bank I would not scam an item for £6! I did dispose of the box and I understand for fraud purposes they need to investigate high value claims , this was for £6 - really disappointing and I will not use them again I will raise a chargeback with the bank to reclaim the money . I only wanted the item replaced

Awful products
One that was a gift came damaged.
Ordered a pencil case for my daughter and the pencil sharpener doesn’t work.
I really wish I came on here before I ordered. Absolute rubbish

I genuinely believe that part of their recruitment process is to ask interviewees to complete a series of aptitude tests, and the ones who perform well are shown the exit, so as to only employ more idiots in order to add to their cohort of complete and utter incompetent workforce.

I was offered a £10 gift voucher for their months of poor service which Laura advised on 19th December 2025 I could utilise either online or receive a gift card by post. In addition to this, their offer to reimburse my P+P costs for returning their faulty item (a refund which has been outstanding since June 2025) apparently needs me to provide a screenshot of a bank statement proving that my bank is actually... a bank. You know, in case a bank sort code and account number wouldn't do the job. They offered me this, or a £15 gift voucher. I opted to receive both gift vouchers by post.

Unfortunately, every time I reply to their communication, I am left to deal with a different idiot. The one whose turn it is to use the company's sole brain cell and is allowed to go on the computer that day I suppose. Each idiot can only seem to answer one query per email. The last one has been Joanne. So here I am still awaiting an appropriate reply to my email to confirm that they will actually send out the two gift cards by post (I've also attempted to make life easier for them by allowing them to amalgamate the two but I fear this may have created more confusion). Oh, and still awaiting the legally obliged GDPR data for which I have now had to report them to the ICO.

I'm not buying from them again. As previously their bottle always leak...destroying my kids books. No refund given as they demand a photo...dump the bottle in the bin
I was hoping this is one poor customer service issue.

During Xmas I stupidly brought more goods online...I located it dumped outside...

I had to file a police report to get my refund.

Police deal with crime to get a ref number.

Not with companies dumping parcel.

What an earth is this?

I'm done buying from here.

I placed an order and two items were missing from the box. After contacting customer service, a week later I get an email response, saying they will only investigate the claim if I still had the box. But in that week my box was obviously recycled. They also stated in the email that they could report me to action fraud for sending this email. Completely unacceptable tone and such a weird thing for a customer service agent to say. The items were low value, purchased in the sale, but I still didn’t expect such a terrible response.
It seems to be a recurring theme on their reviews. There are always items missing, but instead of them looking at the inept people that work in their warehouse, they seem to accuse the customer of lying.

I placed a large order of nearly 700 items for a school, so clear logistics and communication were extremely important for us.

When I checked my order details, there were no delivery tracking numbers visible per order. I later received many tracking numbers by email, but none of them clearly stated which tracking number belonged to which order. Because of this confusion, I contacted customer service simply to request the correct tracking numbers per order and to identify whether any items were missing.

Instead of receiving help, I was shocked by the response from Katie. Her email implied that I might be making a fraudulent or illegal claim, referencing fraud investigations and reporting to authorities. This tone was completely unacceptable and highly offensive, especially considering that I was only asking for tracking clarity — nothing more.

To be clear: I never accused the company of anything. I only asked for the tracking numbers so I could verify deliveries properly.

Today, I called customer service hoping to resolve this calmly. The call was answered by Lauren, who stated she was a manager. Unfortunately, the experience was even worse. She raised her voice, did not allow me to explain the situation, and repeatedly said things like “you have millions of tracking numbers, check your inbox and figure it out yourself.”
This was said in a very rude and dismissive manner.

Even after I clearly told her that I intended to leave negative feedback due to the way I was being treated, her response was essentially “you can do whatever you want”, showing complete disregard for customer experience.

All I wanted was basic information and support for a very large and important order. Instead, I was met with accusations, rudeness, and unprofessional behavior. This entire process has been a huge disappointment and far below what I would expect from a brand of this size.

Reference Order Number: 83111836

I did an order in November for a few stocking fillers and gifts.... absolutely terrible customer service! One item (small) was missing and another was damaged which was intended as a gift. I contacted their customer service and was met with a seemingly automated rude email that basically implied everyone is a scammer and that unless you had a picture of the packaging and label, they would not respond. Fortunately (by pure chance) I did have a picture as the box had already been recycled and wouldn't have had it anyway. Turns out it doesn't matter either, because despite sending 2 emails with the picture of the box, I never received a response. These items weren't very high value luckily, but it's put me off ever ordering from them again if they just won't help if you have any problems.

Haven’t received my order over a week , sadly exclusively uses Evri for deliveries and evri has been withholding / or lost my parcel. Please give us choice for alternative couriers ! We don’t mind paying a bit more for postage to actually receive our orders!

DO NOT BUY FROM SMIGGLE
On waiting for items to come into store on purchasing them, I got home and found that the item put into the bag was opened and one of the items were missing from the box, totally disgusted as I had been waiting so long for this as a Xmas present for my granddaughter.
Have been trying to contact the store, always unavailable, left lots of messages but no one has contacted me back. I rang their so called Customer Services who stated, I’m really sorry but we only deal with on-line orders??? asked if I could have a another number so I could get this sorted but nothing. I have emailed but no response, absolutely disgusted. Will never use again. I am unable to take this back due to not living near any such store so my hard earned money is gone in Smiggles account.

The website works OK. But if you buy online be prepared for a bombardment of pop up ads.
Frustrating annoying non stop.
You may decide its not worth it.

I visited the Solihull Touchwood branch and was helped massively by the lovely sales assistant Katie. I was looking for presents for my nieces and nephews and Katie kindly assisted me in finding the perfect presents, letting me know prices, going into the store room to find me products, Katie went above and beyond and didn't mind me being in the shop for so long. Absolutely lovely and patient, Katie is an asset to this branch and showed fantastic customer service! She also didn't mind listening to me ramble on about Xmas presents for my family! I really appreciate the help, thank you so much!

I ordered an advent calendar on 24/11 and paid express delivery ….. I have still not received the advent calendar and have no tracking information with Evri either

Horrendous customer service, and some really poor, cheaply made products.

I've purchased two water bottles which have both have broken within a few weeks of use. The actual bottles themselves have been ok, but the stopper in the lids have come out. I simply asked for a replacement top for my second bottle and the amount of questions and evidence I got asked to provide, was absolutely ridiculous. The customer service rep then sent me a bit of plastic that didn't remotely fit in the lid, it fell right out. I then had to provide evidence of this, and then asked to provide further responses before she said she can't do anything else and that I need to go in store to see if they can help. After all that. I can't believe how poor the customer service was. I won't ever be buying products from such a terrible company. Don't even bother buying from here, if you ever have any issues, they don't care.

They get you to sign up for their emails for 20% off and then don’t send an email with the code.

As soon as you place the order, they send the 20% code.

You can’t cancel orders. Have they gone back in time to 1990?

Won’t use them again