Smiggle Reviews 

Shocking customer service and overall experience.

Order my child a school bag from Smiggle with chosen delivery service 1-3 business days. I left it a bit late but payday come when it comes, right?
On the second working day I noticed that I still dont have dispatch information, which made me think that there is no way they could deliver parcel in time for school start. I called them up and was met by a rude woman ''who cannot do anything'' I was begging for them to cancel the order as anyone with logical thinking would know that parcel is not going to be delivered in given time frame but I was assured that it will.

Comes third working day and their express delivery service ''Evri'' are still expecting the parcel. Which is now given that parcel won't come in time. I called up their customer service again to be met with '' sorry, there is nothing we can do. Your parcel will come in time.'' When, clearly, it won't. The customer service guys dares to tells me that it's my fault for ordering so late whilst keep just telling me that there is nothing they can do. Instead of actually helping and being useful they shame you for their awful inability to get parcel out in ''time frame'' you as customer have paid for.

Of course the parcel did not come in time. Even better, it's now 4th working day, Evri has delayed parcel and no one knows when it's going to arrive. My child is starting school without her bag, I have to travel 40mins away today to buy her a new bag whilst the £50 I paid for is in Evri ''delayed'' pile and probably won't be able to get it for a while.
Customer service team definitely needs to learn to be better instead of shaming customers for not getting their own company in order.
Disgusting.

I clicked buy then realised my mistake, wrong address. I emailed immediately and got an email back to say they couldn't change the address or cancel despite the fact it took another 2days to ship the items. So they have shipped it anyway despite knowing the address is wrong. Luckily I ordered on a credit card so can try a charge back. They told me I could redirect it through evri but it says the sender has to do that so I don't hold out much hope.

Today, a very unpleasant situation happened at Smiggle in Ashford store.
My son chose a Fly and Catch toy, and we went to the till to pay. The sales assistant then started encouraging him to look at another toy – a “surprise box”. When my son asked what was inside, she replied “treasures”. Naturally, he wanted it as well. Although the assistant said “maybe next time”, the moment was already lost, and I ended up buying both toys.

As soon as we left the store, my son said he didn’t want the “surprise box” toy. We immediately went back to return it. Both assistants were at the till: the one who sold the toy agreed that a return would be fair, since she was the one who had encouraged him to buy it. However, the second assistant refused, claiming the packaging was “damaged” – even though the toy itself was still sealed in its original packaging.

My son (who is SEN) became very upset and started crying, saying he did not want this toy. Despite this, the assistant remained inflexible. In the end, I had to leave the toy at the till without receiving a refund.

I find this situation extremely disappointing:
• the assistant actively initiated my child’s interest in the product,
• the return was refused without a valid reason (the item was intact in its original packaging),
• the staff showed no understanding of the child’s needs and responded with rigidity, which only caused more distress.

I am very disappointed with such service and treatment.

Absolutely shocking company. I just bought bag bundle sets here and buy them every single year for both of my kids plus accessories. After 3 days the zip broke on my daughters bag and to get it replaced I need to either take it to a store 40 minutes drive away or send it away in hope it reaches smiggle and wait to get another sent out. So my daughters to go without a bag in the mean time? You dont know peoples personal circumstances either and what they're going through and this is the last thing people need to worry about. So disappointed with all the money I've spent here and all over a bag!
Never met a customer service team to be so rude and unhelpful either. I was told they'd send me a bag if I sent them a photo like any other decent company would do but then I waited and when I called back up they backtracked and said I made this up that they wouldn't do that. The manager said she'd send me a copy of all the call then when I said I'd like it she again backtracked and said she may not actually be able to. Totally incompetent and rude customer service team. I'm going to put this all over online and social media as I'm so unhappy and smiggle are refusing to help.
Will be taking this to consumer rights ans trading standards as I now have a faulty item worth £42 that I can't reasonably have replaced.

such a bad manager with arrogance and bad mood didnt assist us properly never coming back in smiggle while city again

Joined mailing list for discount code. Discount code didn’t work (item was full priced and nothing in t’s and c’s re this item not being included). Bought item anyway and paid for express delivery. Item didn’t arrive for 5 days. Product is ok but not greatest quality considering the price point. Not likely to order again.

As much as we love the quality of what we ordered (a bag and two stainless steel water bottles) one of the bottles we bought (Spiderman print) has the paint flaking off during the first wash before use, we only used warm water and a soft cloth to clean with washing liquid, we had sent it back to hopefully have it replaced however when it came to it they hadn't had any more left they couldn't send it back since they 'would not able to find it' even though I left a note in the box to send back if replacement isn't available. Son loved that bottle and didn't even get to use it, now we're losing out since it's out of stock and it would cost us more since we got it as part of a deal and would now also pay delivery. Disappointed really as everything seemed good quality but maybe it's not made to last, we will see about the bag and the other bottle.

Ordered online, items arrived dirty and the parcel was messy packed. I tried to contact customer service online but I cannot find the option. I will not order again from here!

Bad customer service, Evri did not deliver to me, despite me proving from my ring door bell that it never arrived they would not replace or refund unless I reported it to the police as stolen and told to get a crime number, how can I report as stolen if it was never delivered to me!! .. avoid ordering online!! Shocking customer service!

We visited the Smiggle shop in Norwich. My son chose items to purchase and Finley chatted to us all, whilst serving us! Brilliant customer service!
Big shout out to Finley. Well done!

Visited Smiggle in Lewisham & had the pleasure of being assisted by Hayley.
What a lovely member of there team she was so helpful in helping me chose a present.
I told her the age of the child & my budget & she knew exactly where to guide me.

Walkie Talkies are very poor quality, broken on arrival.

Three water bottles broken.

Customer service online is TERRIBLE.

One bottle was exchange by a nice lady in store, the replacement then also broke.

I won’t be using this company again, it’s a shame as some of their stuff is lovely looking, but the poor quality and hostile customer service isn’t worth any more of my £’s.

Ordered 2 backpacks, had an issue with evri who was meant to of delivered them. Rang smiggle customer service, the lady was lovely and very helpfull and i recieved my items within 24 hours. Beautiful products and well made.

Daughter was purchasing a gift for her nephew , my grandson. Very very pushy assistant, middle aged woman - Samantha (says on the receipt) attitude offish , wanting to look at my phone as I explained I had the bag we wanted on a picture, critical as it was an Amazon picture! Wandered around the shop before purchasing and being followed around, getting involved when we were looking at keyring charms.
Young assistant seemed very nice, kept in the shade to be honest; when it came to purchasing the backpack, was asked if we wanted a bag, I asked the cost and I think £2 for a bag is rather steep - as I refused a bag, Samantha plonked my money on the counter didn’t give me the receipt, was very dismissive and very off- sad, really as I was planning to purchase at least a dozen bags and bits and bobs for the grandchildren, but hey ho !

I visited the cardiff branch this afternoon and when I went to the till to purchase my items, the manager there (middle age) woman was kind of rude snapping at me saying would I like a receipt ? I was liked oh my days, what have I done to deserved this kind of manner. I will never ever shop from there in my future.

I thought this business was reputable but after my first experience and reading these reviews, seems its not. Lost my delivery which I only established after chasing them repeatedly, after a two week wait on a 'delayed delivery' neither them or Evri took any accountability, then told me the item is sold out and try my local store, when I asked if they source one and transfer it, basically told me 'they don't do this'. Will never shop there again. avoid!

You have gone from an efficient empathetic online seller with quick despatch and reasonable comms to the complete opposite - an amateur operation offering out of stock items, painfully slow comms with no empathy and seemingly no sense of urgency or desire to serve your customers.

A real shame.

Genuinely the best customer services I’ve ever encountered. I purchased a metal insulated water bottle online. The lid became faulty so I emailed them with pictures. In less than half an hour I had a reply from Joanne at customer services and a dispatch email with a replacement. The new bottle arrived in 2 days.

Purchased an item from a store. The store is over 90min travel. Item I puybroke as soon as I got home to check it over. Contacted customer services who said I have 6 months to take it back to store. I already stated going there was a one off because of the distance but nope. Won't even send me a postage bag so I can return and they can resend because I purchased in-store
Absolutely ridiculous

I bought a spritz water bottle for my daughter in store for a costly £17. The drinking component stopped working within a couple of days despite cleaning/soaking to ensure no blockages.

I contacted customer services and I’ve been advised to take it back to store as they cannot help, not even a voucher for replacement.

A friend of my daughters had exactly the same problem with the spritz bottles so I suspect it has a poor design or fault.

Overall, poor quality of product, costly and poor customer services.