Tonies UK Opiniones 

Tories are a great source of fun, and even education. Grandson loves any new ones and is totally engaged.

My 5y old love it but we found sometimes difficult to operate ,connect to new network or connect headphones

Great products, arrived in a good time and well packaged

Amazing customer service from Tonies, they were super helpful when I had a problem with my tonie box and shipped me out a replacement quickly.
Very grateful for the upgrade too, I cannot recommend them enough.
If you want to reduce screen time and have a fun interactive way for children to listen to songs and stories then this is it!
Many Tonie characters to choose from and they do great deals. I recently got 6 with 50% off and it also came with a free paw patrol chase character, which I thought was lovely.
I’ll definitely be getting another box at some point so both my children can have one on their own, they both love it so much.
Thanks again Tonies! 10/10

This company was excellent in helping with a problem I had with a power supply making my grandchild’s Toniebox inoperative. Despite not having receipt of purchase they went out of their way to help, sending new docking power supply unit. Customer service unbelievably helpful 👏

Tonies is not just another toy🧸, it’s a magical moment capture. It’s that gift that keeps on giving 🤫 throughout the day. I enjoy peeping on my little one and watching them mimic the words and trying to sing 🎤 or even do a funny dance 🎶 , to the song Tonies. those are the prime precious moments that money can’t buy, followed by Tonies 😴 sleeping collection.
Listening to calming sounds of nature whilst watching my little one drift 💤 off, to sleep is another memorable moment capture, as I can see the joys of the day as they sleep.

Tonies doesn’t just bring joy, it supports my childs growth motor skills, speech, counting and much more. We would be lost without our box.

But behind that, i find the ☺️happiness team (customer service) highly supportive 🤗 . When I contacted them, I found that it was easy with a fast responses, ( I’m not use to that 🤦‍♀️) and everything was resolved by the afternoon. So thank you Tonies for helping me help and support my child’s development. 💋 priceless 🥰

⚠️ Very disappointing experience with Tonies – please be aware

I’m extremely disappointed with how Tonies has handled an issue with my Tonies My First Construction Set, which I purchased through the verified tonies UK Official Shop on TikTok Shop.

When my order was taking longer than usual, I was asked whether I was willing to wait longer. I agreed because I wanted the product and was prepared to give them additional time.

I then waited another 10 days, only for my order to be cancelled.

The reason given for the cancellation was “item is out of stock.”

However, I have screenshots that raise serious questions about this explanation.

The cancellation screen itself shows the verified tonies UK – OFFICIAL SHOP offering the exact same Tonies My First Construction Set for £14.99, with an “Add to basket” option, despite my order supposedly being cancelled because the item was “out of stock”.

I provided this screenshot to Tonies as evidence.

I have now checked the official Tonies TikTok Shop again and the exact same product is currently being advertised for £29.99. I therefore have screenshots showing the product being available through the official Tonies shop at £14.99 after my cancellation, and it is now being advertised at £29.99.

I have also seen other customers discussing the same issue in the Tonies customer group, with customers who purchased the product at the same discounted price reporting that their orders were also cancelled. I appreciate these are other customers’ experiences, but seeing multiple people reporting the same issue has made me even more concerned about what happened.

What I find particularly difficult to understand is that Tonies have told me that they do not control what is sold on TikTok Shop.

This was the verified tonies UK Official Shop, and Tonies employees also participate in TikTok Shop LIVE selling Tonies products and offering discounted products. So I don’t understand how Tonies can say they have no control over what is being sold through their official account.

My issue isn’t simply that an order was cancelled. I understand that stock issues can happen.

My issue is that I was asked to wait, I agreed to wait, I waited another 10 days, and then my order was cancelled as “out of stock”, despite evidence showing the same product being available through the official Tonies shop on TikTok Shop.

I then saw the exact same product available for £14.99 on the official shop, and it is now showing at £29.99.

I have explained this to Tonies multiple times and specifically asked for my complaint to be escalated to a manager, but I have found the responses I have received extremely dismissive and they have not properly addressed the questions I have raised.

TikTok Shop directed me to contact Tonies directly because Tonies is the supplier involved. I followed those instructions and expected Tonies to properly investigate what happened.

Instead, I feel like I have been passed around and repeatedly dismissed.

I’m not expecting every order to go perfectly. What matters is how a company deals with customers when something goes wrong. In this case, I feel I was asked to wait in good faith, waited the additional 10 days, and was then left with a cancelled order despite evidence that the same product was available through the official Tonies shop.

I have given Tonies multiple opportunities to resolve this directly, but I remain extremely unhappy with both the situation and the way my complaint has been handled.

I am now taking the matter further through the appropriate channels and wanted to share my experience so that other customers can be aware of what happened before purchasing through TikTok Shop.

Very disappointing customer service and complaint handling from a company I expected much more from.

My son's Tonies box broke and the customer support team was very helpful throughout the process, even during technical difficulties.
A huge shout-out to Daena and Jancy, both of who ensured process was easy and straightforward. My son loves his Tonies box and was devastated when it broke so the support team being amazing was truly so helpful.

Purchased a full Bluey bundle with play button and two tonies for £207. The box arrived, I decided to charge it before my sons birthday so everything was ready and it wouldn't turn on.

I contacted customer service after trying the different methods to troubleshoot/fix this using the articles they provide online, which didn't work.

The customer service adviser (Sergio) asked questions trying to help me troubleshoot the issue but there's just no power in the box at all.

On the second set of emails I sent after getting no response, I then had correspondence from another adviser (Daena), who repeated the same questions that I'd already previously provided (showing they don't check the email thread to see what has already been asked or suggested).

When I said I just wanted to return the product due to it being faulty (as I don't want to waste weeks going back and forth to then be outside the returns period) they then told me I was outside of the 30 days returns policy.

This was purchased on the 10th of September (it's now the 23rd of September) and we're less than two weeks on from this date.

Due to the terrible customer service and the product not being fit for purpose I have requested a free returns label as this shouldn't come out of my pocket due to a manufacturing issue straight out of the box.

We'll see on the response, but I will take this further if it is not provided as I'm legally covered to return a faulty item at no cost to myself under the consumer rights act.

Update: The box is currently on it's way back for a refund. I wasnt going to bother buying another but my mother ended up ordering elsewhere and the ones arrived and is actually working straight out the box so the first one I bought was clearly faulty.

Absolutely awful! Purchased one in 2023 but my child was too young at the time. Brought it out a year later and it wont charge. I didn’t keep my proof of purchase so nothing could be done. Total waste of money!!

Had problem with Toni box 2 that when i placed character on top it would wake up, emailed Toni and they tried helping but in the end they are replacing Toni box. Really polite and helpful

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!!