Tonies UK Anmeldelser 

If I could've given a zero 'star' I would've. I purchased 3 full price (Not a starter kit or bundle pack) individual tonie figures and a.) I did not receive a confirmation e-mail so I did not have an order number so b.) when I needed to return one (unopened and sealed) I could not use their online return. After wasting over 2 hours on their AI assistant where I had to answer the same questions several times, I gave up! Lovely product but terrible customer service from Tonies UK! Please take note and purchase from Amazon or alternative.

Our tonie box of 2 years unfortunately stopped working last week. I reached out in the hopes they could help. And help they did! Within a week i recieved a new tonie box.

Communication was amazing from start to finish. Very happy with the service

Absolutely awful customer service from start to finish!

I preordered items which weren’t dispatched until after their release. Tonies agreed to a free return, but when I tried to arrange it, their website refused because 30 days had passed since my preorder date, despite me only receiving the order 13 days earlier! I had to challenge this before they eventually authorised my return.

To make matters worse, I used a £5 goodwill voucher (ironically issued because of previous poor customer service!). After returning three of four items, Tonies deducted £4.28 from my refund by proportionately distributing the voucher across the order, despite there being no minimum spend requirement.

I repeatedly asked them to show me where in their terms and conditions this practice was explained. They couldn’t provide a specific clause and eventually refused to discuss the matter further.

It’s not about £4.28. It’s about the principle, transparency and their dismissive attitude towards customers.

I’ve now escalated the matter to Klarna, Citizens Advice/Trading Standards and the CMA.

EDIT – Following Tonies’ public response:

Their response completely misses the point of my complaint!

I’m not asking for a full refund while keeping an item. I expected the £5 goodwill voucher to remain applied to the item I kept, rather than having £4.28 of it effectively deducted from my refund.

Tonies keep explaining their calculations but still haven’t identified anywhere in their terms and conditions where this proportional deduction is explained.

They’ve offered to let me return the final item for a full refund, but that doesn’t address my original complaint or the fact that the goodwill gesture has effectively been reduced to 72p.

A voucher issued to apologise for poor customer service has somehow resulted in even worse customer service!

Absolutely ridiculous. I won’t be shopping with Tonies again.

We love our tonie box and my 17 month old son uses it everyday. He can now pick which one he wants to put on and loves the farm animals set.

Had no problems and it’s fantastic

An absolutely beautiful brand that fills my child’s heart with happiness!

From 9 months old, my child has loved building his Tonies collection with his favourite characters and stories. We love how his Tonies can grow with him!

What a truly fantastic company. We had an issue with delivery (nothing to do with the company) we contacted tonies over a weekend and had a response almost immediately! The lady we spoke with was so kind and we really felt cared for and as though we mattered as a customer. We honestly can’t recommend this company enough they have been beyond fantastic!! Thank you Tonies ❤️

Very happy with customer service team.

We love our Tonie box ( 2 year old boy) but the charger stopped working after 18 months. I bought through Amazon but contacted Tonie directly. They just asked a few questions I send a photos of the Tonie box and charger. And screen shot proof of purchase.

As it was within 2 years they were happy for me to send them my old Tonie box and replace with new. They send me the post label

They even sent me the newer Tonie ( Tonie box 2 )

Very happy with the company. We use ours everyday. Would recommend.

Great way to get the kids off devices, also can help woth reading with they have the book and read along.
Had it for over a year and is the one thing thay they keep coming back to

Customer service was fantastic. I got my grandson a Toniebox and he absolutely loved it but unfortunately after 10 months there was a problem with it. I contacted customer services and they were very helpful. I packed the box up and returned it as requested and within a couple of hours a new one was on its way along woth a complimentary Tonie. I can’t thank them enough. I would recommend this company and their products to anyone. Thank you so much for making my Grandson happy again. Sarah

Poor customer service, there only willing to help if bought directly from there website and they will waste your time in the process

- Reply
I did try to make contact with the retailer who you know would be unable to help with my specific issue anyway, funny how you can reply to a review in less than 24 hours but take days to reply to your actual customers

My daughter loves her tonie box. She’s uses it every single night and every single morning when she wakes up. We’ve had it for around 4 years now and she’s still obsessed

Hands down the best and most reached for toy in our house. A great screen free option that actually holds attention, provides an incredible variety, and is excellent for songs and stories. Couldn’t recommend this more highly. Every parent should have one. We are looking at buying our second one!

Had a Toniebox2 delivered and opened it for the first time on Wednesday this week. It worked for 2 hours and stopped. It won’t charge, it won’t respond to anything. Now been back in contact with Tonies who don’t provide a customer support number just an online form. Completed it on Thursday and absolutely no response - no nothing. What’s wrong with decent products and decent customer services. Obviously with this company neither exists.

My young grandson is autistic and listened to his tonie box every night, it developed a fault and stopped working, within days we had a new one which is ready for him tonight, customer service was second to none, all i can say is excellent.

The customer service is wonderful. There was a fault with the charger on our tonie box 1. It has been resolved in a very easy and fuss-free manner. Daena was very helpful.
Ps. I’d probably go for a toniebox 2 as this is the second time the charger has broken on out toniebox 1 in the space of 2 years.

Its really nice, it keeps out little ones away from screen. The only downside is that the german/French tonies are not available in the Uk.

Great service from Tonies my daughter can’t sleep without hers and when it stopped working the customer service was amazing . They sent out a replacement charger but unfortunately it was the actual Tonie box that was broken I sent it back on the Monday and had an upgraded replacement by Thursday . Thank you my daughter loves her new box and will sleep more easily again now.

I had a issue with our tonie over the weekend where the ear had stopped working, when i emailed on the sunday i got a fast reply and was assisted to put in a claim really quickly, I was given lots of support and had my replacement tonie delivered a few days after.

Great customer service, quick and easy claim against warranty.