The Tot Reviews

Terrible!!!
I ordered a gift for my son’s first birthday 3 days ago, I never received a confirmation email. I called multiple times every times I’m immediately connected to voice mail, I left voice messages no response, I emailed 3 times, no response. But, they keep sending me marketing emails more than once a day and I’m sure I didn’t subscribe for it.
Terrible terrible. If I don’t here back I’m going to call my bank and dispute the transaction. This is a scam.

Absolutely AWFUL customer service. Incredibly rude, incredibly unhelpful and I have purchased many expensive items from this company. While their products are normally in good condition, many arrived damaged / old. The service matters and this company does not seem to understand that!

Customer service is non-existent!
We ordered a crib and mattress from The Tot and they sent us the wrong items. It’s been weeks and we STILL haven’t heard from them.

Great products, terrible customer service. They will ensure they aren’t at fault for any issues with orders, even if it is clearly their fault. If you have no problems, then it works great, but I wonder if the risk, and negative experience with customer service is worth it. There are other sites that sell the same things that don’t suffer the same issues.

Tried to order something as a gift. Terrible site, I was signed up for a listserv without consent, and they apparently have no customer service.
*Update: just minutes after The Tot replied to my review, I received yet another marketing email. I have unsubscribed three times now.

We purchased TWO Banwood Bikes from thetot.com. The first time my daughter tried to use the front brakes, the brake caliper literally broke in half. I took pictures and asked customer service to send me a replacement brake caliper as it was obviously defective, and they denied my request. They said they only honor things for 90 days since purchase. That's not reasonable on things that are obviously defective or there are recalls. (I'd be shocked if these brakes aren't recalled since they break on first use.. dangerous!!)
I wish I could post picture here of the snapped brake caliper that broke when squeezing brake handle.. you'd never consider buying this bike if you saw that.
It's obvious they don't stand behind the products they sell. Very disappointed customer.

Okay, after reading all of these bad reviews, I started to freak out because I thought I was scammed. I even called my bank to dispute the charges! Well, fast forward to the day after placing my order, I received shipping information. My shipment came a day earlier than expected. The quality of the dresser I ordered is just great! I am so happy with my purchase and am really glad that this transaction went smoothly. I did call The Tot and couldn’t get through right after my order was placed so I could see the frustration of the nonexistent customer service. I’m not sure I would order from here again considering the reviews but I just wanted to share that my single experience was positive.

I never write reviews but it should be known that their cribs etc are final sale and their customer service is horrific. Save yourself the hassle.

The company sells beautiful items but the customer service is some of the worst I’ve encountered. I’ve probably sent 10-15 unanswered emails ranging from basic questions to important order follow-ups and requests. Calling doesn’t work at all- you’ll simply never hear back. I wish they could get their act together because it’s a nice site with great merchandise! But very scary to order from them.

Good products, very bad customer service!

Absolutely the worst customer service I have ever experienced. I purchased a crib and dresser the beginning of December and it was supposed to be delivered in two weeks, needless to say I received two separate emails pushing my shipment day back all the way to the end of February..my husband and I have tried several times to reach out to customer service by calling the customer service number as well as email with only automated response. The reason why my order was pushed out so far is because they didn’t have my crib and dresser available because they sold out and didn't keep track of their inventory. Do NOT USE THE TOT unless you are willing to wait 3+ months for shipment and have no response from customer service.

I ordered two personalized Jean jackets for my nieces for Christmas in Nov. About a week after my order I received a confirmation that my items would be delivered on Dec. 22. This was later than I expected so I contacted customer service via email to change the delivery address. They got back to me within within 48 hours and immediately made the change. I was very grateful and impressed.
Fast forward to Dec. 22, the date I was promised I would receive my items, and not only did I receive nothing, I also didn’t have an email with a tracking number. I emailed customer service for an update and heard nothing.
It’s now Jan. 6 and I still have not heard back from The Tot, nor have I received the two Jean jackets I ordered. I understand we’re in unprecedented times, but the lack of communication and no jackets in sight is extremely concerning...not to mention I didn’t have a Christmas present for my nieces.