Totsy.com
Reviews and Complaints

Here is the letter I posted to them... In response instead of an I sorry or how can we make this better they told me social media was not the place for resolving customer service issues... Ummm the multiple reps I talked to were not able too so yeah it is or at least to warn other customer about the company. (and no I did not get the order yet it is 1/2/2017)

I have just completed the most disappointing web transaction so far. I have on occasion ordered from Totsy and the sales model does tend to lead to very slow shipment cycles. On December 3rd I got an email for the site promoting a group of items and "get it by Christmas" so I made a large order. Now usually I would not have put all of my Christmas "eggs" in one basket but it was guaranteed Christmas delivery and it was only Decmeber 3rd my estimated delivery date was Dec 17th so all was safe right? Ummm not so much.

When December 18th and passed with no package or email about a delay I contacted Totsy and my journey through web retail hell began.

Day one 9am

So I called the customer service line and waited half an hour or so in an ominously silent hold zone broken only every 5 minutes or so by an all reps are busy message. Unfortunately you never are quite sure if you are on hold or have been disconnected. Finally a very nice customer service rep came on who really seemed to care she was looking into my order when the ominous silent hold zone dropped and I was disconnected from the only person at Totsy that seemed to care about a little girls empty Christmas tree. She did call back unfortunately I had to run to a meeting so I missed the call.

Day one 2pm

I finally had an open timeslot so I called back. I got the same fabulously caring rep who was so apologetic of the situation and really seemed to be trying to fix it. She told me that my items were being inventoried and that they would be shipped expedited UPS so they would arrive in time for Christmas. I was so happy and I thought hey maybe someone other than http://Amazon.com really can actually successfully run fulfillment. She said to call back the next morning to confirm that everything had been shipped, and if for some reason it had not been shipped I could cancel my order so I would not be charged.

Day two 9am

I called back but had to leave the ominous hold zone after 45 minutes to run to a meeting.

Day two 12pm

I called back and waded through the ominous hold zone and finally got a rep. Not the kind caring rep from day one but a very angry bitter woman who said my items had shipped but she could not tell me how, or a tracking number or an expected arrival date. Since they had shipped there was no way I could cancel or get a refund. When I asked to speak to a manager she said the manger was not in. (I will not go into what kind of sales company does not have a CS manager, supervisor or lead in during the busiest shipping time of the year.) I ask to speak to the rep I had spoken to on day one and I am told she is on another call but there is nothing she can do either. When I ask well what can I do she said I can call back tomorrow (day 3) and someone will be able to help me then. I ask what can I do if my items do not arrive by Christmas as promised she said I could refuse the shipment and when they get the items back I can request a refund. When I ask again to speak to the rep from day one she sighs and sends me back into the ominous hold zone again. Then when she comes back on she says my tracking info will be available at 4:30pm so the log on to the site then.

Day two afternoon

I turn to Facebook in hopes of getting some help. A Totsy social media person responds and promises a rep will contact me... NOTHING. Send an email to CS in hopes maybe that group will be more helpful that the phone rep from today. NOTHING...

Day two 5pm

4:30 comes and goes with not tracking information.

Day Three 9am

Still no tracking information or contact from Totsy as promised by the Social Media rep. So I journey back to the ominous hold zone (only 15 minutes today so better!) Todays rep tells me that there was a mistake in the warehouse and my order was sent USPS not expedited UPS so it will not be here in time for Christmas.

Please help make this right. My 14 month old has just learned about presents she loves opening them and everyone else will have presents under the tree. Please you have the items in stock you can send them next day Saturday delivery and they will make it in time for Christmas. Don't let a little girl be the only one without her toys under the tree and with only an orange in her stocking. There is no time left to shop for Christmas, I trusted your company for 3 days after I should have just given up and gone shopping on my own. Please don't let this little girl down.

This site is a bunch of con artists. We ordered 2 pairs of shoes on Nov 5th. We were charged for both, but on Dec 20th one pair arrived. We emailed the site to see what was going on. They didn't respond. We sent a 2nd email, they responded the next day said they'd give us a $5 credit and refund the shoes that were not sent because they didn't have them in stock. A little confused we decided to use the credit and try to get the 2nd pair through them. We still don't have our refund and lo and behold the 2nd pair we ordered is suddenly not in stock as well and that order was canceled. Luckily they didn't charge us for the 2nd order, yet we are still waiting for that 1st refund. The saga continues...

I ordered a Halloween costume on Sept 10th with an estimated ship date of October 2nd. I called on October 11th as my order status was still pending. I was told that I would never receive my order; that their vendor wasn't calling them back so no costume. What a joke! They never contacted me to notify me and now I have to scramble to find a costume. They offered me no options, just a credit so that I could order some more stuff and maybe get it or maybe not. NEVER order from them!

I placed an order 2 weeks ago and then today. I have heard nothing about the one 2 weeks ago and today...while checking out...it said my total was 5.50. After I hit submit they added a 7.95 shipping fee. WTF. You dont show one total and then charge more after I submit the order. Total SCAM. I have emailed them but "due to Sandy customer service is closed". I am giving them a week, and then going to the BBB. $7.95 shipping for 3 Yo Gabba Gabba books that cost under $2 each. SCAM! Stay away from Totsy!

I ordered 2 items over a month ago. I received one of the items but, the other item has yet to arrive. I have emailed them 5 times and just got back to me telling me the item is no longer available. This is after they charged my credit card for the item and I paid shipping already. So they are going to credit my money back but that could take 10-15 business days. It is just upsetting when you buy something for your child and you can only purchase it for 4 days and you rush and buy it and you still dont get the product. I saw horrible reviews on this company all over the internet and decided to give them a chance boy I was wrong.

Terrible customer service! I placed an order on October 25th. I actually forgot about my order until I was looking at more Melissa and Doug toys on their site on DECEMBER 1st and remembered I was already waiting on some puzzles. The estimated shipping date for my items was November 16th. I never received any communication regarding the delay. I emailed customer service. When I did not get any response (other than an automated receipt of my inquiry) I called 3 days later. I waited on hold for 15 minutes, and was then placed on hold for another 5 minutes so my snarky customer service rep who talked over me repeatedly could find out the problem. I happened to be home with my sick daughter, but otherwise do not have 20 minutes to wait on the phone! I was told one item was holding up my order but she could cancel that item and my other things would ship in "a few days". I asked if I would receive a shipping confirmation and a tracking number. She told me I could CALL BACK TOMORROW! Are you kidding?!?! Shouldn't Totsy be calling me at this point? She also told me my credit card would be charged once the items ship. I thought I already paid for the order, and after reading the other reviews from customers who experienced payment issues, I think they must have changed their policy. Regardless, it was an out! I hadn't paid for anything and would like nothing more than to never deal with Totsy again. I cancelled my order, (they made no attempt to remedy the situation with a refund or credit) and left a message for a manager who I will be very surprised to hear from. DO NOT ORDER FROM TOTSY!

I ordered some hello kitty shirts at the end of September. Was told the Ship date was October 13th. On October 12th I emailed them to see if they had shipped yet (I was told by a friend who orders from them that they OFTEN ship before the date specified)... I got a snarly reply that the ship date was tomorrow and they'd send me tracking numbers. Well, I thought I'd give it a few days.. I emailed them YESTERDAY, October 25th, asking if they had tracking numbers. I also noticed they UP'D the shipping date to October 8th... Now, I emailed them on the 12th, so why the snarly repsonse if they actually shipped on the 8th? No response. I emailed them today, and I get back: " am so very sorry to say that your order ############ could not be fulfilled due to a vendor shortage. This is a very unusual and unfortunate circumstance and we sincerely apologize.

We are so sorry for this inconvenience and have applied a $10.00 credit towards your account for this issue. Thank you for your understanding."... I'm not understanding. I paid more than 10 dollars, and if you can't fufill an order, WHY WASN'T I NOTIFIED? WHERE'S MY REFUND? STAY AWAY FROM THIS WEBSITE... RIP OFF!

I ordered a Halloween costume on Sept 10th with an estimated ship date of October 2nd. I called on October 11th as my order status was still pending. I was told that I would never receive my order; that their vendor wasn't calling them back so no costume. What a joke! They never contacted me to notify me and now I have to scramble to find a costume. They offered me no options, just a credit so that I could order some more stuff and maybe get it or maybe not. NEVER order from them!

Dear Jilayed,
I am very sorry to hear about you not receiving your order. I just wanted to reassure you that you were not at all charged for that order. You can see on our FAQ page that:
When you place your order with Totsy, we immediately reserve your funds from your account to ensure that the funds are available. We are not charging you yet, simply reserving the necessary funds. Totsy does not actually charge your account until your order ships.
I apologize for any misunderstanding, but please rest assured that you were not charged and the $10 credit is just a small token to apologize for the inconvenience caused.
Thanks for shopping with Totsy, hope you give us a second chance!
All the best,
Totsy Help

I ordered two items off Totsy and put then in my cart to see how much shipping would be. I've never bought off Totsy.com and didn't realize they charge a flat $7.95 shipping, since I've NEVER shopped here before. My total was $11.50 and I kept waiting for shipping costs to appear and when it didn't, I assumed maybe since it was my first order it was free? Silly, I know. When I got my confirmation E-mail my total was almost $20...that's not how much I authorized to pay...I went to cancel my order and it said "All sales final" so I can't even cancel it. I'll never shop here again...I have amazon prime, I would NEVER pay $7.95 for shipping after having Amazon prime!

I've only ordered once from them about a week ago. Website states everywhere that orders ship within 10-15 days of sale end. Now, my order is not expected to ship until August. I've read all the horrific reviews and complaints online and on Facebook, and wish I had seen them sooner. Customer service was rude when I asked for a cancellation. Thought I was getting a great deal on some Betsy Johnson sunglasses, but I have no use for them now, as I won't be getting them when I expected to. Stay away from this site and stick with Zulily. Customer service CARES about their customers, and I never have these problems with them. They always let me cancel if their shipping takes longer than expected.

When I signed up, they let me enter my Canadian address and I emailed them and they assured me that they ship to Canada. 2 days later I tried to order something and it wouldn't let me enter my Canadian address. When I emailed them about this, they said that they only ship to the United States. I forwarded them the email they sent me stating that they ship to Canada, and I heard nothing back from them. They are a bunch of liars who just want people to sign up to their site so they get more website traffic. Worst customer service I have ever experienced.

Well, right now I'm waiting on snowboots and kid shoes that I ordered on the 16th of October that were supposed to be shipped on the 6th of November. I was fine with a wait because 1. that's how you get sales and 2. they said that Hurricane Sandy shut down their customer service. But now it's the 11th and while someone is busily updating the site for Christmas, nobody has access to even email for customer concerns? No update or note on the site about delayed shipping? So you can update your site, but can't update the people whose orders you took/are taking? At this rate, I will end up giving the boots and shoes away because either the season will have passed or my daughter will have outgrown them!

I see other complaints here about customer service not responding and taking three weeks to ship, so I'm not even sure it's about the weather.

This was my first order and I passed up boots for my daughter from Zulily at the same time (my Zulily order (minus boots) arrived ahead of schedule, BTW). I so regret that. I will NOT recommend Totsy to anybody and will be shutting down my account once this is resolved. I'm glad I am not out more than $24 if it never comes. Some deals are not worth the aggravation. Lesson learned.

Oh, and to add to the annoyance, the site continually asks me for validation, but then the field removes the .s in my email address so it's wrong and won't let me in. I have to get in through a link in one of my emails to check the non-status of my order.

I will not recommend this website to anyone. Over a month that I placed an order and still have not received the item. When I order something a pay for it right away, so expect the items to be shipped in a reasonable amount of time, but a month? Will never order from this website ever again. Stay away no matter how tempting their "deals" are.

The first time I ordered was fantastic. Second timed sucked. I have been waiting since 9/3/11 for 2 cute Alex toys. $90 worth of toys -- they charged me right away and said my order shipped at the end of September. I received 1 out of 3 things in my order. Contacted customer service and they said they would refund my order. Waited and waited. Today received a notice that they refunded me 1/2 of what they owe me. Called and was told it would take 7-10 business days to refund the rest.

I had the same problem with an order I had placed before Christmas. First I was lead to believe I would receive my order before Christmas... it arrived the 23rd only to find that all of the ornaments I had ordered as teacher gifts were not in the box. Even though they had shipped only a part of my order I was charged for the entire order on my credit card. I called them immediately and was on hold for over 30 minutes before speaking to a representative. I was told the ornaments never made it to the warehouse and that I would not only be credited for the ornaments but would receive a $25 credit on my Totsy account for my inconvenience. Since then no such credits have been given even though I have also sent two emails with no response in addition to my first phone call. I finally called again today and got ahold of a human being after 15 minutes on hold. I'm expecting to finally get my credit on my card in the next 24 to 48 hours. Nothing was said to me about a credit to my account this time but I don't think I will be ordering from them again anyhow. I don't understand how a company can bill for something that wasn't shipped or why my package invoice didn't inform me that the ornaments were not available. I wish I would have read reviews about Totsy before trying them out.

After placing my order Sep 10th I was told today it would finally be shipping in 2 days which means sometime around Oct 15th or Oct 16th. I was told it would ship over 2 weeks ago. After all this waiting for my children's Halloween costumes I was told one had to be cancelled. I am very angry and I am now scrabbling around trying to find a replacement. If you need something for a holiday or it is time sensitive do not order from Totsy. I would never recommend them to anyone but if you must use them just heed my warning about the time. The shipping is terrible.

Ordered from Totsy.com. It did take nearly a month to receive the items but not a problem as they were bathing suits for the summer. However, I only received 2 of the 3 items I ordered. I was informed that one was not available and I would receive a refund for the unavailable item That was on February 22, 2012. Five contacts later and March 15, 2012 I still have not received my refund. Called on Tuesday and they had no record that I was supposed to receive on despite an email sent from Totsy.com on February, 25th stating they would refund me within 5 business days. She said she would rerun it and I would receive the refund within 24 hours. More than 48 hours later, still no refund. Be vary wary when dealing with Totsy.com. Know that if the item is not available, you may still be charged and never refunded. I will not order from them again and have advised against to all friends and family.

This is a GOOD idea for a web site, the implementation is just severely lacking. There is NO customer service to speak of. Due to a web site issue where it refreshed itself and repopulated fields with the wrong auto-fill info, my order was going to be sent to the wrong contact information. THE second the order was "placed" and I saw the issue, I emailed the support email. They took their sweet time getting back to me and then the email finally said "too late, the order has already been shipped." After a few emails back and forth, I realize they have no intention of making good on the issue. All they keep saying is "sorry for the inconvenience." From the reviews, it looks like many people have similar issues. Well, my first order will also be my last. Note to totsy: increase support staff and empower them to fix problems!