Warning for those buying online from Smyths Toys

irishgrover

Hi All,

sharing this warning with you in case you are planning on doing Christmas Shopping online from Smyths.ie (toys.ie is same site).
I bought some items last night and after I placed the order I got the following message
Please Note: Some larger items may be delivered in original packaging which may display the product on the outside of the box."

Given the fact that it's December, the probability is that the majority of orders are for Christmas and for obvious reasons a lot of parents would prefer that deliveries don't have pictures of the product plastered all over the box for all (especially children) to see.

I immediately attempted to cancel the order for obvious reasons only to find out that they have no ability to cancel orders "Due to the quick turnaround time of orders, once your order has been processed it cannot be cancelled”

I’m genuinely really annoyed that Smyths inform you that they may well ruin your kids Christmas, only after you place the order, and then ensure that you can’t even cancel the order.

This is not a general rant against Smyths, a company that I really like and use almost exclusively for toy purchases. However in this case, the lack to thought and customer focus has really annoyed me.

if you are buying items and would prefer that the contents are not viewable for all to see, I would strongly recommend not using smyths online

dee.

I remember reading a thread either here or elsewhere around this time last year about the same issue. Someone ordered toys (from Smyths online) for their kids for Christmas and they were delivered in the original packaging. It wouldn't be that hard for them to throw them in a cardboard box.

A relative is ordering from them this week because the particular toy is sold out elsewhere. The only choice she has to try and distract the child when she knows the package is arriving.

Miaireland

On the home page, on the side bar there is a link about the online shop. It does say it there but it should be clearer on the site.

tallaghtoutlaws

dee. wrote: »

I remember reading a thread either here or elsewhere around this time last year about the same issue. Someone ordered toys (from Smyths online) for their kids for Christmas and they were delivered in the original packaging. It wouldn't be that hard for them to throw them in a cardboard box.

The large quantities they do at Christmas and you want them to re-box products after they have come in from their suppliers? If you have ever worked in logistics you would know how daft that is.

The cost to bring in extra cardboard and materials to hide/change the box would be mad not to mention the extra staff they probably would need to do so. It doesn't make financial sense to create an overhead that large.

I know parents don't want their kids to see the presents but that is the risk buying online when it comes to presents especially with larger items the ability to hide what they are isnt always easy unless the company has already got a department and money to do it to large things.

McLoughlin

Aren't most children in school when the post arrives or maybe even get the post delivered to another person house ?

irishgrover

tallaghtoutlaws wrote: »

The large quantities they do at Christmas and you want them to re-box products after they have come in from their suppliers? If you have ever worked in logistics you would know how daft that is.

The cost to bring in extra cardboard and materials to hide/change the box would be mad not to mention the extra staff they probably would need to do so. It doesn't make financial sense to create an overhead that large.

I know parents don't want their kids to see the presents but that is the risk buying online when it comes to presents especially with larger items the ability to hide what they are isnt always easy unless the company has already got a department and money to do it to large things.

A much simpler and customer friendly solution would be to warn the customer on the page before the purchase is committed, when they can make an informed decision, as opposed to the page after the customer commits, when they had zero options to modify/change their minds or cancel.

irishgrover

McLoughlin wrote: »

Aren't most children in school when the post arrives or maybe even get the post delivered to another person house ?

most yes, but not all, in my case, 2 and 2

theoneeyedman

Won't someone think of the children!!!!!

IMightKnow

Solution- contact smyths, ask them what courier they use, phone the courier and either
a- ask them to deliver on a certain day/time/alternative location
b-tell them not to deliver and you will collect at your nearest depot(if you are willing to get there)

I frequently buy things online and I find couriers very accommodating when you contact them

Yawns

you want a company to advise you before you pay online that items will be sent to you in their original packaging?

You really can not please everyone these days.

dee.

tallaghtoutlaws wrote: »

The large quantities they do at Christmas and you want them to re-box products after they have come in from their suppliers? If you have ever worked in logistics you would know how daft that is.

The cost to bring in extra cardboard and materials to hide/change the box would be mad not to mention the extra staff they probably would need to do so. It doesn't make financial sense to create an overhead that large.

I know parents don't want their kids to see the presents but that is the risk buying online when it comes to presents especially with larger items the ability to hide what they are isnt always easy unless the company has already got a department and money to do it to large things.

Lol are you serious? "daft"? Eh, okay.

I shop online quite often (weekly) and every time I purchase something, it is in some kind of outer packaging. That is from both Ireland and abroad. I have never recieved an item that just showed up in it's original box, they are generally in a cardboard box or a massive plastic postal bag.

I'm not in the same position as the OP, I don't have kids - but I would still expect items to be packaged securely. And the boxes that barbie houses and the like come in are not very secure (cheap thin cardboard)

Based on that & the time of year it is, along with the type of business Smyths is, you'd think it would make sense to cover the items with something. But no, that's just daft. Let the kids see their gifts they asked Santa for arrive by the DPD delivery man weeks prior to Xmas. 8-|

tallaghtoutlaws

dee. wrote: »

Lol are you serious? "daft"? Eh, okay.

You said and let me quote you for the beneift of what I responded with:

dee. wrote: »

Someone ordered toys (from Smyths online) for their kids for Christmas and they were delivered in the original packaging. It wouldn't be that hard for them to throw them in a cardboard box.

No where did you say they should throw it in a plastic bag right? But even the Smyths bags are see through. But what I said to you for them to change the original packaging or buy in other boxes to put them in would cost them a fair bit. My experience in logistics tells me this.

I shop online quite often (weekly) and every time I purchase something, it is in some kind of outer packaging. That is from both Ireland and abroad. I have never recieved an item that just showed up in it's original box, they are generally in a cardboard box or a massive plastic postal bag.

I buy online all the time and in fact my most recent purchase was a TV which came in its original box, I also bought a bike for a 6 year old which was fairly big which also came in its original box. I would never expect either company to put it in another box or take it out of its original packaging to put it in an unmarked box. That is yes in my opinion daft and costly if they were to do it for everyone.

I'm not in the same position as the OP, I don't have kids - but I would still expect items to be packaged securely. And the boxes that barbie houses and the like come in are not very secure (cheap thin cardboard)

Judging by the size of items Smyths probably use courier post within Ireland rather than standard post so for the most part the boxes should arrive in good condition but the issue here isn't the condition they arrive in but the fact the packaging is making it obvious what the product is.

Based on that & the time of year it is, along with the type of business Smyths is, you'd think it would make sense to cover the items with something. But no, that's just daft. Let the kids see their gifts they asked Santa for arrive by the DPD delivery man weeks prior to Xmas. 8-|

They should have the option to have the box gift wrapped or put in unmarked boxes but again it probably falls on cost and most companies who offer a gift service make you pay for it. So if Smyths were smart they should charge for it but I guarantee you its purely down to cost.

headmaster

I think that what some of you people want, is for Smyth's toys to deliver on xmas night, at a time the children are asleep. Even then, i'd imagine ye would complain that they made a bit of noise and charged too much. Get a life people and get a grip of yourselves.

irishgrover

Yawns wrote: »

you want a company to advise you before you pay online that items will be sent to you in their original packaging?

You really can not please everyone these days.

I want them to move a piece of text from the post purchase page to the pre purchase page. It would take approx 20 seconds for their IT team to do and would resolve the situation. That's all I personally want.

so honestly I don't think it's at all as unreasonable as you are trying to imply

There is plenty more Smyths could do if they wanted to engage their brains properly and resolve this and other obvious problems worth their website, but that's a different conversation.

Yawns

It's completely unreasonable tbh. You are buying items that are already in packaging yet you want a company to put the item into different packaging solely because you don't want the kids to see it.

Simple solutions to your problem:

#1 Distract the kids. It's not hard to distract a very young child. If they're too old for biscuits and cartoons they should be in school when deliveries are generally made. If they're too young for biscuits and cartoons, then they won't know what xmas is all about anyway.

#2 Go to the shop yourself and pick up the toys.

#3 Ring the courier and arrange a suitable time / date or pick up from depot. Get a babysitter to watch kids for a while.

If you find a problem with any of the answers above, then you know you're just being a typical Irish person who has to have something small to whinge about.

irishgrover

headmaster wrote: »

I think that what some of you people want, is for Smyth's toys to deliver on xmas night, at a time the children are asleep. Even then, i'd imagine ye would complain that they made a bit of noise and charged too much. Get a life people and get a grip of yourselves.

I'm assuming your random rant is not directed at me?

irishgrover

Yawns wrote: »

It's completely unreasonable tbh. .......

Seriously, how is it unreasonable to move a single sentence from one web page to the previous web page. Maybe you misunderstood me?

Tayla

dee. wrote: »

Lol are you serious? "daft"? Eh, okay.

I shop online quite often (weekly) and every time I purchase something, it is in some kind of outer packaging. That is from both Ireland and abroad. I have never recieved an item that just showed up in it's original box, they are generally in a cardboard box or a massive plastic postal bag.

I shop online all the time too, it's different ordering from a company which uses normal post to deliver, of course it will be in a different box then.
If a company uses a courier company to deliver then I tend to presume that the items won't be packaged in new packaging.

I used to work in a shop which would deliver items by courier and even with a book of labels it still cost us around €7 to deliver the item.

A lot of Irish retailers have free delivery with orders of over €50 or €75, it's free for the customer, not the retailer. As another poster said already they'd have to hire extra staff and buy boxes and packing materials.

I've ordered from Smyths before and got the items in a brown box but it's not always possible with large items. As I said before we used to courier things to people all the time (not toys though) and we just sent them in their own box. If someone ordered a few items our courier company used to insist that all of the items were in a box or else they would expect us to pay per item so I used to ask the electrical shop next door for some big boxes from their recycling bin. It's not always possible to get big boxes, cut them some slack.

maxer68

People have a problem beacsue a retailer informs them that large items will probably be delivered in original box and not re-wrapped in cardboard (at extra expense) just to please the odd few custoemrs.

Smyths should be congratualted for informing you of this. I don't see the same warning on Toy R Us site and neither do I see anyone walking out of the real smyths stores look around for blank boxes.

Some people really take minor issues so bloody far.

If its such an issue with you, go buy it in a physical store - you do not have to buy it online.

rubadub

it is in their shipping info
http://www.toys.ie/help-centre/shipping--delivery-2hc.aspx#tpc113

Are all orders delivered by your couriers discreetly packaged?

Unfortunately not all orders can be discreetly packaged. Some larger items may be delivered in original packaging which may display the product on the outside of the box. Please consider getting these delivered to relatives or neighbours if you are purchasing large items for Christmas presents.

I am surprised they do not have an option to pay more for either gift wrapping and/or discreet packing, like just throwing it in a opaque black sack.

Yawns

It gets even better that it is mentioned on their website before any purchase is necessary. I believe if the OP wasn't informed afterwards they would have been angry and perhaps made a complaint to Smyths about it after the kids see the delivery.

I'd imagine they don't offer the service atm due to cost of it rubadub. Even if they were to pass on a part of the cost to the customer it will be probably be too costly a service to provide.

As a curious question how much would people be willing to pay extra if Smyths did offer this service? €1 per item wrapped. €2? €5? They have to get the extras and pay someone minimum wage* to box em and still pay courier costs.
*Do they pay more than minimum? Not sure so assume it's minimum for the mo.

Any time I have ordered online small items would come in a packet or if a few might be all in a box. Large items always came in original packaging. This is if I am ordering from a company of course. No point comparing with a private online transaction.