The Entertainer Reviews 

Preordered and paid for 3 items that were never available! Waited weeks - no communication. No phone number on website - I had to hunt for it. Outrageous!

AVOID website orders at all costs!!!

What has happened to this company?! I have placed two website orders in the past few months and both have been absolutely disastrous! The first one was for home delivery, it took them 4 days to give Evri the parcel for delivery after they notified me that the parcel had been dispatched. Tracking was terrible and the help was non-existent. Evri tells you to contact The Entertainer and they tell you to check tracking on Evri's website. When I contacted customer service - after getting through the stupid robot chat assistant - they were as useless as a chocolate teapot. The parcel did arrive eventually very late.
So on the second attempt, I thought that I would use Click and Collect from my local store. Ordered on the 29th August. Waited for the allotted time to pass as per the original advice online. Expected collection date has come and gone (not the usual 30 mins so I assumed it was coming from the warehouse to my designated store) so I decided to contact customer service and ask for an update. I've now been told that they are "sorry" and my order is out of stock and they will issue a refund (even though I've received no official confirmation through my online account or by email to advise as such). What the actual?.... Absolutely terrible website - how can you sell products and take my money if you are not able to fulfill the order - yet even after this advice I can still go on the website and order the same products for home delivery! The business and the customer service have drastically gone downhill and I will be taking my business to Amazon, Argos, B&M or Smyths from here on out. It might be more expensive in the long run but it will be worthwhile for a better customer experience (and it wouldn't take much to beat).

Update: since writing this review my order status in my online account has updated to "dispatched to store" so clearly the order has not been cancelled due to lack of stock. Come on The Entertainer you need to sort out your people and processes and get this under control. Delivery delays and customer service problems. It doesn't reflect well on you, as all the recent negative reviews show.

I ordered using click and collect as it stated on the website it would be ready for collection the NEXT DAY. Immediately after paying I then received an email to say there was a delay and items will be ready to collect within 2-3 days. I have had no further contact and it has now been 6 days. Tried to contact them using the help bot online and there was no staff members available. First time ordering from them and won’t be ordering again

I have made 2 orders now on entertainer website, and I can’t believe that both orders I have had issues with and terrible communication on the phone!
Both orders were purchased for a birthday and it never arrived even though I had received tracking detail and chased over the phone a number of times so it never turned up and I ended up having to travel out of my way to get it from the shop!
I then seen they had an item that my 5 year old wanted for his birthday so I ordered and again called to make sure it would be here, the item stated it would be here on a specific date so I’m here waiting and then called and was told the item was processed and was being packed literally as I was on the call! The next day I then get an email stating my item has been cancelled and my refund has been processed! So I call and they say the item isn’t in stock anymore.. I seriously can’t believe the hassle.
I then go online and they are allowing anyone to again buy the product! Could this company be anymore misleading? I have a very upset 5 year old and I cannot get the item anywhere else. For a large company like this I can’t believe I have had 2 issues with them. I will never order from them again.
So disappointing.

Had a bad experience in Watford store. Looking for a certain toy I couldn’t see it anywhere so I asked the girl who was standing there with nothing to do looking bored at the checkout and she couldn’t help me. She didn’t know what I was talking about and didn’t even try. I said I’ll look it up online and she said oh you won’t get a signal and that was it.
I think this store won’t stay open for much longer with this sort of customer service. I looked around the store for someone else who might have had a brain, but there was no other staff there.

I ordered a bicycle as a birthday present for my niece, but it arrived with two large holes/damaged areas in the packaging. With her birthday being tomorrow, I contacted The Entertainer immediately as I was concerned the bike could also have been damaged.

I was offered either a return/replacement or a 10% partial refund. Given the timing, returning it was not realistically an option, so I accepted the 10% refund. However, I am very disappointed that a higher goodwill gesture could not be considered given the circumstances and inconvenience caused.

I have not yet opened the bike, so I cannot comment on its condition. Unfortunately, the way this situation has been handled has left me dissatisfied as they have stated they will not be able help me further if the bike itself is damaged once opened.

Booked online a set of limited edition dolls, back in June.
I trusted the company, believing they had a reputation.
This morning I enter my account to see if there was any update on delivery, click on order number “page not found” trying to contact customer service, which by the way is awful, takes an entire day in back and forth to have a reply because they reply when they have some spare time during the day.
After an entire day the message “we are sorry but there was a technical issue we sent you a refund”.
This is absurd, to start with, other company such as smith toys take pre-order without holding money, they take the money once the item arrives in stock, the entertainer takes money right away, and then almost three months later I finally knew I lost the chance of receiving my dolls.
What can I say? Just wow.
Very bad service if you ask me, surely not buying again from this company, especially pre-order items

This was an online purchase. The products themselves were great, a wooden kitchen and utensils to go with it, which added up to over the free delivery option.
I received the items but no delivery details until the day of delivery, so luckily someone was in to take them. A few days later the same email again but I thought it was just a cockup with the delivery company but no another kitchen arrived so I sent it back straight away. I then notice on my credit card statement that there was an unusual payment of exactly £20 to The Entertainer same day as the kitchen payment, I queried this via their numerous options to contact and they reply after 2 days and so on and so on after a week of this I swap to WhatsApp at their invitation then nothing absolutely no response what so ever. I then filled in contact form which I got a response after 2 days telling me it’s not them and contact my credit card company! I did and they have told me what to do as there has definitely been a payment. Someone there isn’t telling the truth and I wonder why🤔
How silly was I sending the other kitchen back!
Update
As it says in my review I have contacted my credit card & they say it has been charged so who is telling the truth??

I placed an order two weeks ago and when I contacted the office today for an update of my order (as I had nor received the items nor an update), I was informed that the items could not be delivered and that the order would have to be cancelled.
Nevertheless, the customer service advisor was very effective at dealing with my query and issued a refund straight away.

Shockingly bad online customer service. Missing part within box, apparently they can't/won't help.

Ordered a toy for my sons birthday. Two weeks later haven't even got a email to say its been dispatched or anything. Even on standard with other companies it is usually dispatched by now. They are absolutely so slow. So I had to email them myself to chase up. Got a reply few days later saying 'by end of the day I would get a email to pick up for Click and Collect'. Email sounded sure enough. However I gave it few days extra and still no further email of dispatch. So then AGAIN I had to chase up. None of them bothers to do a courtesy email, just happy to keep my money. So this time I rang up and lady said its been lost in warehouse. I said why didnt anyone inform me? Why would you not tell a customer who is waiting for their order about this?! She apologised and said I can have refund. So then I said I am not happy that I had to extract this information out myself. I said I will take the refund or I am happy for you to just send out another one (as my son really wanted it). She said she cant as all are out of stock. Thats when I realised they are all lying to me. It was probably out of stock anyway as they all given me different reasons and the were hoping to keep customers money until stock returns. Pretty suspicious why none of them couldn't just say the truth first place and ita diabolical how they dont even keep customer informed! You have to chase them up like crazy! What would have happened if I never contacted them?!

After weeks of trying to get my refund on a new gift card, Sadiqa processed this for me today! The previous attempts (3) had not been actioned but Sadiqa was very helpful and I received the gift card to my email so I'm very happy that the issue has finally been resolved.

Shocking.
Placed an order , everything was in stock..meant to arrive 21st August..rang my granddaughter, nothing arrived. Checked order says processing.
I tried webchat after 40 no one to talk to, rang head office, was told order hadn't processed properly their end and they would have to cancel it..now I have to wait for my money, so no gifts and no money.
She said if I hadn't of phoned no one would have noticed it never got sent.
I'm so angry. Will be telling everyone not to bother with this shop

Sadiqa is very prompt in replying and extremely helpful and courteous. She helped me throughout my order and had so much patience. Absolute superstar 🤩🤩🤩

Didn’t realise early learning centre had been taken over by this company! Placed an order through early learning website! Now I have no order no updates on order! Been told an excuse with it’s to do with delivery drivers on their end! Now out of my time I’m having to chase my order and now I’m contacting resolver and my bank to raise a dispute as I’m annoyed I needed those gifts for a birthday! I have 2 young children and I would never EVER use this company again I’ll stick with smyths! 1202401726 order number incase they don’t think it’s a real review

I placed an online order, had confirmation but no tracking and no parcel. Raised a query and was told order didnt process their end so they were refunding. 3 to 5 days for money back. So no present for my granddaughter and no money to go get something else. Very very disappointing to say the least.

Had a delivery date of the 14th August which is tomorrow and the items haven’t even been dispatched wasn’t contacted to advise there was an issue. Contacted them to ask when will be sent out and they advised this evening. And I still have not received a dispatch email. I ordered theses as a gift for a birthday and now they probably will not arrive in time so disappointing when I allowed plenty of time to receive the items based on their delivery info.

I did not collect an order from the store in time. No refund from them. Had to get PayPal to intervene

My nine‑year‑old son queued outside your Broughton store from 5am today for the Pokémon release. He was number nine in the queue, yet the person ahead was allowed two boxes, meaning the children waiting were the ones who missed out.

I appreciate the popularity of Pokémon cards, but as a children’s toy store it’s disappointing that no one considered prioritising the children who had queued fairly. My son did everything right and still left empty‑handed.

Katie

Shambles. They had the Pokémon TCG Scarlet & Violet—Prismatic Evolutions Super-Premium Collection advertised on their site for sale on the 10th august then updated to the 13th august then removed the item completely from their site with some stores reported to have and selling this item last week and this week so I can only guess they decided to take the item off the site and act like they are not selling them to prevent big queues but it has only just made it worse for the consumer. I queued up at my local store today (they get deliveries every Wednesday) only to be told they haven't been sent the delivery notes for todays delivery so they have no idea if they have the item arriving or not so I went home at 11am called up at 12pm an hour later to be told on the phone they have just sold 5 and still trying to find the last 3 on the pallet so I made my way back to the store 15 mins since the phone call to be told sorry we found them and was sold. I understand its an item in demand and very popular but the way this was handled caused unnecessary disappointment. A word of advice let all your customers know when and what your selling on what date and stick with it rather then keeping everyone in the dark and having them run around like headless chickens and also a stock checker that a load of your competitors use. I'll be also sending an email to get in touch with your executive team.