Lennies Toys Reviews 

Reply from Lennies Toys

16 minutes ago

Hi Brenda,

We’re really sorry to see this review, but we do need to clarify what has happened, as there appears to have been a misunderstanding.

Your order was placed using our £2.95 ParcelShop/Locker Collection delivery service, and an InPost locker was specifically selected during checkout. We do not select a customer’s delivery method or collection point, and we have no ability to choose a locker on a customer’s behalf. We simply dispatch using the delivery option and location selected when the order is placed. Home delivery is a separate option available at checkout.

From your review, it sounds as though perhaps you hadn’t realised that you had selected the locker collection option when placing your order. That would be completely understandable, and we are more than happy to help. However, the suggestion in your review that we simply “assumed this was okay” isn’t what has happened. We haven’t made that assumption or made the decision to send your parcel to a locker. The locker collection service and the collection point were selected during the checkout process.

I’m genuinely sorry to hear that your circumstances make collecting from the locker difficult. Neither myself nor anyone in our small family-run business would ever knowingly go out of our way to inconvenience a customer, and we certainly haven’t gone out of our way to do that here. We have simply fulfilled the order according to the delivery instructions we received.

Now that we know there is a problem, we absolutely want to help you resolve it. If you’re able to reply to the email I’ve sent you, I can arrange for a replacement to be sent directly to your home address. I just need you to contact me privately by email so that we can discuss your order and delivery details, rather than doing so on a public forum such as Trustpilot.

We are a genuinely small family business, with only members of our family working here, and we care enormously about the experience our customers have with us. It is genuinely upsetting to be described as “inconsiderate”, because neither I nor anyone in my family would ever intentionally treat another person that way. That applies to everyone, regardless of who they are, whether they have a disability or not. We would never knowingly go out of our way to inconvenience another person, and we certainly have not done so here.

Please reply to my email and give us the opportunity to put this right for you.

Kind regards,
Callum
Lennies Toys

Reply from Lennies Toys

Updated Jun 13, 2026

We’re sorry you feel this way.

The order was dispatched promptly and entered Royal Mail’s network as expected. Unfortunately, Royal Mail recorded unsuccessful delivery attempts and transferred the parcel to their Customer Service Point for collection.

We respectfully disagree with the suggestion that nothing was done to resolve the situation. We contacted Royal Mail on multiple occasions, challenged the delivery information, requested further details, requested a redelivery attempt, requested that the parcel be returned to us early, and have since escalated a formal complaint regarding Royal Mail’s handling of the matter.

Unfortunately, Royal Mail refused our requests due to their own policies and procedures.

At the time of writing, the parcel remains available for collection from Royal Mail. If you do not wish to collect it, Royal Mail will return it to us automatically and we will process a full refund immediately upon its return.

We appreciate the frustration this situation has caused and remain committed to resolving it as soon as Royal Mail’s process allows.

--------------

Update 13th June 2026: The day after this review was posted, Royal Mail have successfully delivered the parcel. We felt it was important to add this update, as the review states that the package never arrived.

The customer had requested a refund before the parcel was either returned to us or delivered. We were unable to do this because Royal Mail still had the parcel within their network and it remained available for both collection and delivery. Issuing a refund whilst the parcel was still active within Royal Mail’s system would have exposed our small family-run business to the risk of refunding the order and the parcel subsequently being delivered or collected.

Whilst the delivery experience clearly fell below expectations, the parcel was ultimately delivered. We continued pursuing the matter with Royal Mail after the review was submitted and have also raised the matter with our Royal Mail Account Manager, as we believe it is important to challenge service failures when they occur. We regularly review the couriers we use and, whilst Royal Mail are generally very reliable for us, feedback such as this is important when assessing our delivery options going forward.