On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Read more about our Review Guidelines and the process we have against fake reviews.
I am satisfied with the shopping experience as I found something I was somewhat happy with. However, when delivered one of the pieces was broken and customer service advised to use superglue on it which is not very advisable. They then offered a refund of £17 which is not enough considering I had paid over £5 for insurance and damage cover.
ALISTAIR PORTER AND LI SHENG ARE THIEVES. Costway have **helped themselves to £179.95 from my bank account** and then acted like my order simply vanished into thin air. No order confirmation. No email. No reference number. No product. Just my money — **gone**. After **numerous phone calls**, Costway repeatedly claim they "can't find" my order. Funny, because my **bank has no trouble finding it**. They've confirmed: * The payment was **successfully taken** * The exact **time of purchase** * An **authorisation code** proving Costway received the money Yet Costway somehow have **no record of taking £179.95**. So which is it — a system so broken it loses paid orders, or a company happy to take money with zero accountability? Customer service is a masterclass in incompetence: endless calls, no answers, no ownership, and absolutely no urgency to return money they took without delivering anything. I've now had to escalate this with my bank because Costway are either **unable or unwilling** to resolve a problem they caused. Paying nearly **£180** to be gaslit and ignored is not shopping — it's a warning.
Brilliant service, this play kitchen is a must have to any little girl. It took me a while to assemble as it is a lot of little pieces but it is very easy and enjoyable. My daughter loves it. Thank you
I've bought quite a few things over the past year and I've been very happy with. Really good value for money
The staff did not believe me and would not credit me immediately
Easy to shop an happy with purchase
Table is beautiful and easy to assemble
Really good quality and ready assembled.
Very easy to order, very reasonably priced, excellent communication. Lovely sunshade with perfect lights, as described and prompt delivery. Only downside and not due to the product, the courier was very grumpy and just plonked it down in my porch and didn't say a word. Understand it was an extremely hot day, lots to deliver and heavy item which I then had to try and manoeuvre over my step and into my hall but he could've at least smiled!
Arrived on time product as described would use again
Dear Customer,
Thank you for taking the time to leave us a positive review. We are delighted that your order arrived promptly and that the product met your expectations. Your satisfaction is our top priority, and we truly appreciate your trust in us.
We look forward to serving you again in the future. If you ever need any assistance, please don't hesitate to reach out.
Best regards,
Costway inc
Could not have been more helpful than they were. Lily sorted everything out for me. She was extremely good at what she was doing
Thank you very much for your praise.
We are dedicated to providing better products and services to our users.
Welcome back to our website again.
Kind regards.
Costway inc
We ordered a large Cooling Gel Memory Foam Folding Mattress by Bamboo. Delivered promptly on time and a very good quality item for the price which came with its own storage bag. Very pleased with purchase.
Thank you very much for your praise.
We are dedicated to providing better products and services to our users.
Welcome back to our website again.
Kind regards.
Costway inc
I am satisfied with the shopping experience as I found something I was somewhat happy with. However, when delivered one of the pieces was broken and customer service advised to use superglue on it which is not very advisable. They then offered a refund of £17 which is not enough considering I had paid over £5 for insurance and damage cover.
Dear customer.
We always stand from your perspective and are committed to providing you with the most satisfactory solutions to solve problems.
We have already resent the package out as you requested with the tracking number 15504652984974.
Please keep eyes on it, hope you can get it soon.
Best regards
Costway.Inc
I placed my order. I was given a delivery date and it came a day earlier. Great driver too.
Thank you very much for your praise.
We are dedicated to providing better products and services to our users.
Welcome back to our website again.
Kind regards.
Costway inc
Brilliant service, this play kitchen is a must have to any little girl. It took me a while to assemble as it is a lot of little pieces but it is very easy and enjoyable. My daughter loves it. Thank you
Thank you very much for your praise.
We are dedicated to providing better products and services to our users.
Welcome back to our website again.
Kind regards.
Costway inc
I didn't receive my item and £73 was taken from my bank account. I've reported this to my bank
Your package was returned by the shipping carrier. We have contacted you via email to offer options for either reshipment or a full refund; please reply to our email as soon as possible to let us know your choice.
Kind regards.
Costway inc.
Reliable and quick service, but item just not suited to me - but fine for others I'm sure.
The company did what they said.
Thank you very much for your praise.
We are dedicated to providing better products and services to our users.
Welcome back to our website again.
Kind regards.
Costway inc.
I've bought quite a few things over the past year and I've been very happy with. Really good value for money
Thanks a ton for your continued support! We're so happy to hear you've been pleased with your purchases and found great value with us.
Kind regards
Costway inc.
The staff did not believe me and would not credit me immediately
Dear customer,
We completely understand how you feel when encountering issues with the product during use.
After receiving your message, we needed to consult with our factory technicians to determine the best solution for you. That is why we asked for more details to help with the diagnosis. Please understand that it also takes some time for the technicians to provide a proper solution. Thank you very much for your understanding and patience.
We have now arranged a return for you. We truly appreciate your cooperation.
Kind regards
Costway inc.
ALISTAIR PORTER AND LI SHENG ARE THIEVES.
Costway have **helped themselves to £179.95 from my bank account** and then acted like my order simply vanished into thin air.
No order confirmation.
No email.
No reference number.
No product.
Just my money — **gone**.
After **numerous phone calls**, Costway repeatedly claim they "can't find" my order. Funny, because my **bank has no trouble finding it**. They've confirmed:
* The payment was **successfully taken**
* The exact **time of purchase**
* An **authorisation code** proving Costway received the money
Yet Costway somehow have **no record of taking £179.95**. So which is it — a system so broken it loses paid orders, or a company happy to take money with zero accountability?
Customer service is a masterclass in incompetence: endless calls, no answers, no ownership, and absolutely no urgency to return money they took without delivering anything.
I've now had to escalate this with my bank because Costway are either **unable or unwilling** to resolve a problem they caused. Paying nearly **£180** to be gaslit and ignored is not shopping — it's a warning.
Dear Customer,
Thank you for your feedback. We understand your frustration and would like to clarify a few important points.
If we had successfully received your payment of £179.95, there would definitely be a record of your order in our system. In cases where customers believe their payment has been taken but no order is found, we always recommend opening a case or dispute with your bank or payment provider to investigate the transaction further. If you are unable to open a case or dispute, that often indicates the payment was not successfully processed on our end.
Please also note that we operate multiple stores on various platforms, and with the recent Christmas season, our phone lines have been extremely busy. We apologize if this has affected your experience. For more timely assistance, we encourage you to contact our customer service via email at [email protected]. Our team will be happy to assist you and work towards resolving the issue as quickly as possible.
We appreciate your patience and hope to restore your confidence in our service.
Thank you Kind regards
Costway inc.
I ordered a patio set but it came with missing parts. Despite numerous attempts to contact customer service, they refused to send replacements because too much time had passed. It's frustrating because the issue was with their packaging not the product warranty.
Hi Andrej
We apologize for the frustration caused to you and sincerely appreciate your feedback. To provide even better service, we will strengthen our customer service team.
To better assist you in solving your problem, could you please send your order information to [email protected] Once we receive it, we will give you a better solution.
Thank you for your cooperation and understanding.
Costway inc.
Unfortunately, the children's kitchen unit did not meet my expectations. The size turned out to be too large for our space, and I decided to return it after a few days, only to realize it had been over 30 days since the purchase. Despite this, I was willing to accept a store credit to use the funds towards another item, but customer service agent I was in touch with disappeared.
I was in touch with a customer service agent named Maja and they were not at all understanding of my circumstances. This agent is now no longer replying to any of emails and has disappeared.
I used to praise this company to friends and families. It's really unfortunate because I've always liked shopping here but I guess this has now left a very negative outlook overall.
Hi,
We apologize for the frustration caused to you and sincerely appreciate your feedback. To provide even better service, we will strengthen our customer service team.
We have replied to your email and provide the return information, please check it.
Thank you for your cooperation and understanding.
Costway inc.
Would definitely order from Costway again. Have recommended to others.
Thank you very much for your praise.
We are dedicated to providing better products and services to our users.
Welcome back to our website again.
Kind regards.
Costway inc.
We bought a dressing table/vanity unit. Te first couriers really messed up the delivery but Customer Setvices sorted it very quickly and a new parcel was despatched via another courier. The Vanity Unit is lovely - quality excellent (really wood in places) and the instructions were so easy to follow. Highly recommend Costway would definitely look to buy from them again
Thank you very much for your praise.
We are dedicated to providing better products and services to our users.
Welcome back to our website again.
Kind regards.
Costway inc.
I have an issue with an order and phoned to be told that you have to email and it takes 24 hours for them to reply because the head office is overseas.
Each email takes 24 hours for them to reply back to so my issue is still ongoing
Hi Sally
We apologize for the frustration caused to you and sincerely appreciate your feedback. To provide even better service, we will strengthen our customer service team.
To better assist you in solving your problem, could you please send your order information to [email protected] Once we receive it, we will give you a better solution.
Thank you for your cooperation and understanding.
Costway inc.
I'm really disappointed with the lift up top coffee table with hidden storage we brought. When we built the product we noticed a lot of marks and because we went for a black table, the marks are very visible. I wouldn't expect this from flat pack packaging. Very disappointed. Such a shame as the design of the table is great!
Hi Sadie
We apologize for the frustration caused to you and sincerely appreciate your feedback. To provide even better service, we will strengthen our customer service team.
To better assist you in solving your problem, could you please send your order information to [email protected]? Once we receive it, we can arrange a better solution to you.
Thank you for your cooperation and understanding.
Costway inc.
Purchased a two seater jeep for muyvtwin grand kids. It was easy to order and pay for online. It was delivered very quickly and the boys are delighted with it a really good buy
Thank you very much for your praise.
We are dedicated to providing better products and services to our users.
Welcome back to our website again.
Kind regards.
Costway inc.
I found this company on google and am delighted that I did because the delivery was very quick and excellent quality of product.
Thank you very much for your praise.
We are dedicated to providing better products and services to our users.
Welcome back to our website again.
Kind regards.
Costway inc.
Dear Customer,
Thank you so much for your wonderful review! We are truly delighted to hear that you found the ordering process easy, the pricing reasonable, and our communication helpful. It also means a lot to us that you love the sunshade and lights – and that everything arrived as described and on time.
We sincerely apologize, however, for the less-than-pleasant experience with the courier. While we cannot always control the delivery experience, we completely understand your frustration and appreciate your patience in handling the heavy parcel. Your feedback has been noted and will be shared with the courier service to help improve their service.
We truly value your support and hope you enjoy your sunshade for many sunny days to come!
If you ever need any assistance, please don’t hesitate to reach out.
Best regards,
Costway inc