Smyths Toys Superstores Brierley Hill DY5 1SY

"Bought a child's bike- ex-display model so slightly discounted. My expectations of ex-display is maybe marked, scuffed etc but still in working condition. Both tires were flat so asked for them to be pumped up. Shop staff said they would be and they would do a full check on the bike. 2 days later the back tire is flat, clearly a puncture. The child had been at his dad's house during this time and not even ridden the bike yet. I phoned the store and told them the bike they sold me has a puncture and was asked to bring it back so they could look at it and fix it. This was a Monday evening and earliest I could return with work hours and their opening times was Saturday, so I told them would return Saturday morning. Returned the bike as soon as the store opened, the staff member pumped it up then checked again after 10 mins and confirmed it did have a puncture and they would repair it for me. She then told me it would not be ready until Monday. She took my number and said as soon as it was repaired someone would call me Monday. Lunchtime on Monday I call the store to get an update as to when it will be ready. It wont be done today it will be done tomorrow morning, the manager will do it themselves before the store is open. Half term week and one child is without a bike. I could have repaired it myself in way less time but I don't expect to have to repair a brand new product. So I spoke to a manager, who was very polite in tone but told me they didn't have any bike build staff working Sat or Sun and had been way too busy to do it today. He said he didn't know where I got the idea it would be ready Monday, his staff member is right here and did not tell me Monday she just told me someone would call me when it was done. At this point I had enough of his lies. She clearly told me Monday, if she had not I would had asked for when I could collect before leaving it at the store. Had I known it would be more than 3 days to repair a puncture I would have asked for a refund then. They had the bike and my money and were going to repair it at their leisure. Told the manager I wanted my money back. I drove over to the store got my refund and went elsewhere to purchase a bike. The child is now happily riding his new bike from somewhere else, maybe the one they refunded me will be repaired tomorrow?"

"Rang the merry hill store after my sons gaming geobook laptop for Christmas wouldn’t hold charge, unless plugged in the mains. Spoke to Jason who advised to bring it to store for them to look at. Took it to the store, greeted by Jason at the till who plugged it in straight away and confirmed it was faulty. He gave me all the options of ways I could return it/refund/exchange. I wanted to exchange, but this was an exclusive online item, and the price had know increased by £100 online. The store manager Shane came, advised I would need to do an online return, where it could be exchanged for a new one at the price I paid. But instead of sending me away to do it myself, Shane rang the Returns/Support number in store & explained the situation. All I had to give them (Jess) was my original order reference no. & in seconds another was arranged on a next day delivery to my home address and I’d received an email with all the details. Left the faulty one with them in store. Wasn’t expecting it to arrive next day as this was now 1:00pm in store BUT 11:00am next day it had arrived with us. Fantastic service from all staff at smyths and courier. Jason,Shane & Jess & DPD ! Thank you."

"Terrible customer service. Imagine queuing for 10 minutes to buy 4 sets of cheap headphones at £6.99 each only to get to the till and be told "no no no." No what? I didn't get any clear response, what did I do? Is it my colour? What? "bulk buy bulk buy." Really, 4 cheap head sets? What were they limited edition or something? Honestly, I'll never go there again. I visited my local at Solihull and had no issue. God forbid someone has more than one child. Idiots!"

"The dude who served me working on the Video games till today is a brilliant. Didn't catch your name unfortunately, (chap with a beard and glasses) gave excellent customer service. Really knowledgeable and informative and a great attitude. Credit to your company. Thanks again."