Tonies UK Anmeldelser 

Hello,

Here are the details of both orders:

Order GBC202600203333 – placed on 28/08/2026 – £112.89
Order GBC202600206425 – placed on 31/08/2026 – £17.89

Both orders are still showing as “On its way”, yet neither has been delivered.

At this point, this is completely unacceptable. These orders were placed over three weeks ago and were intended as gifts for my son. I have received no proper explanation for the delay and no clear information about where the parcels actually are.

I find it particularly disappointing that I had to leave a negative public review before receiving this level of attention.

You now have both order numbers, so please investigate this properly and tell me exactly what has happened to my orders, where they are, and when I can expect delivery.

I do not want another generic response. I would like a clear answer and a resolution.

Regards,
Leo

I’m really disappointed with Tonies’ handling of my return. I contacted them just outside (one day) their 30-day returns window measured from the order date, despite the Toniebox not actually arriving until several days after I ordered it.

I asked whether they could make a small goodwill exception given how marginally outside the window I was, but this was refused even after escalation. I was then told the case was closed and that I would receive no further communication.

I completely understand that companies need returns policies, but I found this unnecessarily rigid, particularly when the delivery time itself used up part of the 30-day period. It has definitely put me off buying directly from Tonies again.

We love tonies! Specially bed time! Helps baby to sleep better and faster!

Amazing

Tonies have been such a life changer in our house. Bedtime has gone from taking three hours to settle to 20 minutes.
My children pick a character every night, lie down and i put the timer on and they are fast asleep. I cant wait to get new characters for them!
Thank you Tonies!!

Recently received the best customer service from Tonies. The box was failing to charge properly, I got in touch, they administered a replacement within days. It was so friendly and efficient, I was honestly bowled over. Kudos where its due, exemplary service we just don't see often enough anymore. Bravo Tonies x

The efficiency and how simply and straight forward it was to escalate my query and got the support and action required.

Absolutely amazing! My boy loves his tonies box so much! He has so many characters and we love that they keep bringing more out

My child absolutely loves his tonie box unfortunately it stopped charging and wouldnt work. I contacted customer services and was advised it was eligible for a replacement as under warranty. Great you would think.. Customer service is shocking! I have responded to the emails, sent back my tonie box and charger but still no confirmation of the replacement. Instead I keep getting emails to close my ticket even though it is far from resolved. Ive asked to raise complaints no response. This has been ongoing since the 8th september!
There is no other way to contact them as the chat function does not work so when you do have a problem like I have be prepared for a long, long wait to resolve which for a child's toy is shocking.

Edit to provide further information. I have replied multiple times with the details they have requested but have not had a response, so please dont try to frame this as my fault. You have not responded to my emails which I will list the times below. All these were responded to the ticket and therefore the email address of 'contact@tonies'

15th September at 14:34 - copy of receipt sent
18th September at 08:21 - asked to raise a complaint due to lack of response
19th September at 19:49 responded to request to close ticket. Stated no as the issue was not resolved
20th September at 21:49 again responded to request to close ticket to advise not resolved
21st september at 21:20 receipt sent again.

For additional information to try and resolve this ongoing issue with your communication. The tracking number is VX271965471GB which confirms it was delivered on the 21st September.

Edited again. I have yet again emailed the receipt at 12:45 replying to the email thread which has the 4210805 reference number (the same ticket I replied to when I sent the receipt 3 previous times). I have responded to this ticket numerous so there is clearly something wrong with your email address. Please provide another email address or way of contacting you as I have done everything that has been asked multiple times.
The tracking also confirms that the parcel was delivered to the return address on the 21st. So it has been received by you so you should be able to sent the replacement anyway!
Please provide a complaints number/email address for someone as im not getting anywhere. I have copies of the email thread which proves I have responded but never receive anything back.

UPDATE FOR THE TONIES TEAM RESPONDING HERE:

My faulty device was returned using your label on 15th September under Ticket Reference 4210805. Your system tracking will confirm delivery. I have emailed the postage receipt multiple times from the email address linked to this Trustpilot account. Please stop sending automated replies claiming it hasn't been received. Check your system manually for Ticket 4210805 and process my replacement.
If unable to do please provide an email address that will allow attachments to enable me to send the receipt I have already sent multiple times since the 15th September.

My Toniebox 1 was not charging and I was gutted as my little one falls asleep to it most nights so bedtime had been a struggle for a few days. We’d only had it a year so I got in touch with Tonies Support and they were nothing less than amazing. They asked to verify purchase (my friend bought it so I got it from her) and the serial number so I verified all that and then they asked for a video of the fault. I sent a video and within around an hour I had an email back to tell me I could claim on the warranty for a new one. I expected a new Toniebox 1 in place of my old one. When I went to choose which one I wanted, they only had the option of a Toniebox 2 on there. So I chose the box and thought there may be an error somewhere. There wasn’t! I have just received my brand new Toniebox 2 through the post, only 2 days after submitting my claim and having it approved!!

It’s SO much more resilient than the 1st one and has many more features for my almost 3 year old to use.

Thank you so much for sending us a brand new Toniebox 2, it’s so generous and we’re super happy 😃

The team supporting were amazing and nothing was too much trouble! Thank you Tonies!!

I want to start by saying that the concept of the Tonies box and characters are great, my toddler loves her box and has got a lot out of it.

However, execution seems to be poor. We bought the Tonies box 2 in November 2025 for a xmas present, initially very happy. In April, the box stopped charging or turning on, giving us code 'Fox' and telling us to contact Tonies. We did and credit to them, they replaced it for us without too much trouble. Our replacement arrived and we had no reason to doubt the issue was one off. Last week, the new box stopped working again, giving us the exact same code 'Fox' and telling us to contact Tonies.
This is so frustrating, less than a year old and we have had 2 boxes go wrong. We've spent literally £100's on god knows how many characters, my daughter's birthday is next month and we've requested Tonies as gifts from friends and family, currently, she has no box to play them on. I'm hoping we can get this resolved before then. We have had more contact with Tonies but every time I try to reply to their email I get a bounce back, you can't contact them any other way, I asked on Instagram for help but they told me they can't deal with it, it's all just a massive faff for a premium product that should last more than a year. Really disappointed

I purchased a Toniebox2 for Christmas and it was great. Unfortunately it broke in 8 months, I reported it to the customer service team and within 2 weeks I've got a replacement. They've been fantastic and really quick responding, I trust this new one will be have no faults.

We have bought a few Tonies directly from the app without issue, and unfortunately with a pre-order it went missing. The customer service team were absolutely incredible at helping to resolve the problem and were so polite and professional. Both of my little ones absolutely love their Tonies box and the characters, and actually choose to have it on in favour of a screen! Would recommend a Tonies box to anyone as they’re absolutely fantastic ☺️

Fantastic customer service!
Was so upset when the package arrived with only the Tonie box and no figures but I needn’t have worried. Got my first reply back on a Sunday which is amazing to start with but after a few emails asking for more details this was quickly sorted by their very professional but caring customer happiness team. This is a gift so not actually used it yet but if it’s even half as good as the team working at Tonies then I’m sure my grandson will have lots of fun.

They're just an overall great company. I have ordered several tonies from them for my granddaughters who live in Ireland.My favourites are the creative ones as I can read stories,sing nursery rhymes and chat as if they are with me as I read it( my son says that can be annoying as I ask a question or make an observation about the story and wake them up)My two older grandchildren who live close to me also read stories for the younger ones - keeps them in contact with us all.

Excellent customer service, couldn’t be happier with the help we had with our faulty tonie box, my nearly 4 year old is obsessed with hers so when it broke you can imagine her heartbreak! But Tonies customer service went above and beyond with a replacement, thankyou ❤️

Brought a tonies box 1 from a retailer for child’s birthday and when I set it up it was not working would not connected got on to support who helped with trouble shooting. As the shop could only offer a refund and we had all the tonies ready to go they exchanged and due to no stock they upgraded us to a tonies box 2. Amazing customer service. Quick replies and very professional and friendly. Could not recommend enough

Absolutely fantastic! We've had our tonie box for almost 2 years and recently it stopped working for no reason, but customer service were fantastic! So quick and simple and we had a new tonie to replace the broken one within the week! 5 stars! Highly reccomend for anyone who has a little one that loves stories, adventure and play!!

I had an issue with my Tonies box 1 yesterday, the box just decided it no longer wanted to charge. After emailing back and forth their customer service rep was amazing and we finally resolved the issue. In today’s world of automated emails I was so glad I was met with a person. My daughter is 1 and this box is currently her most wanted/needed toy she uses on a day to day basis. We have doggy land on in the morning to get us up and ready for the day and the whale to wind is down on a nighttime! This is one of the best purchases I’ve ever made and is one of the few things I own in this house that when it breaks, it will get replaced. I’ve recommended it to everyone I’ve met! It’s the perfect no screen time option for background noise and the controls are perfect for little hands. My daughter is able to control everything she needs without my assistance and she’s 1! Amazing toy! 10/10!

I was having issues with my sons tonie box. The people at tonies explained that I needed to take it to where I brought it to see if they would do anything first but if they didnt they will sort it for me. I contacted them a few times and they got back to me so quick each time and were very helpful.

This is the best customer service ive dealt with in a looooong time.

Bought the Tonie box 1 never had an issue. Worked perfectly well every night and wirelessly for travel. Forced to buy tonies2 because like many other parents it isn’t made clear you’re not suppose to leave the box on the charger all the time, only learnt this when it died and found this in the FAQs.

The price has doubled, they haven’t even made sure that the bundles are fully available to their stockists. We bought the Pokémon bundle on natural baby shower, after waiting for nearly 3 weeks for it to be sent … all whilst being traumatised at bedtime because my son cannot get to sleep without it. We bought it to cure this problem in the first place…. We find out it’s delayed because this one character isn’t in stock. Finally NBS agreed to send the rest of the bundle out and the last character when it came into stock.

The box is exactly the same just a bit rounder and the charging has changed. For the worst. The charging port is so deeply set you bend the end of the wire to push it in place, so the wire will last all of 5 minutes. Not to mention the wire is about 10 cm long. We have USB sockets and the wire doesn’t even reach far enough that you can charge the box on the floor, it’s literally swinging on the wall. They haven’t even provided a plug despite changing it to this. So after charging more for an inferior product to its predecessor, you will also be shelling out for your choice of charging accessories to make your life easier.
Yes I do have charging accessories at home but all in use, I don’t tend to keep spares since I don’t like wires being hoarded.
Oh and to make matter worse, remember the whole reason I bought the box was to make a smoother bedtime, I’ve just sat for 45 minutes WITH THE PROVIDED WIRE BY TONIES, plugged into the wall and the box, listening to the box say “uh oh, I’m out of battery, please plug me in”
Had planned on buying one for my 2 year old for Christmas. Absolutely won’t be bothering and will be weaning my eldest of this heap of rubbish too. Don’t waste your money unless you can get a toniebox 1, just don’t leave it on the charger like they bank on you doing so you have spend more money with them