Many customers praise fast dispatch, sharp prices, and helpful in-store staff. Other reviewers describe serious breakdowns in fulfilment and after-sales support, including cancelled orders, refund requests that went unanswered, and messages left without a reply. Several people also report strong chemical smells on nursery items that made them unusable, followed by refused return requests. Overall, the reviews split between very happy purchases and severe operational failures.
Examples from available reviews (Apr 2018 – Feb 2026).
Good customer service and quick, well-packaged delivery.
“Item arrived very quickly and was well packaged.”
Good prices and high-quality products with excellent value.
“Great prices, value and excellent products.”
Mattress smelled strongly of chemicals and return was refused.
“it smelled like chemical plant”
Paid £330 but item not delivered and refund requests ignored.
“They have taken my money (£330) and are now ignoring me.”
Reviews often mention quick delivery, with claims of same-day or 48-hour dispatch, plus practical help from in-store staff. A notable set of negative reviews describes cancelled orders, long waits for items, and at least one case of money taken with no response. Delivery and fulfilment come through as both a key strength and a clear risk.
Pricing comments focus on competitive prices, bundle deals, and specific low-cost items such as car seats. Several reviewers use “best price” wording and say they would buy again because of the value. The sample shows no broad pattern of overpricing complaints.
Customers call the website easy to use, with clear product descriptions and helpful showroom demos. Less often, they mention usability problems such as wrong-colour deliveries and a mismatch in carrier tracking. These issues appear, but they come up far less than the positive comments.
Many reviews praise build quality and looks, and say items arrived fitting and working as expected. A repeated negative theme is strong chemical or unpleasant smells on nursery items, described as making them unusable. The feedback therefore splits between solid product experiences and specific odour/safety failures.
Some reviewers report quick, helpful replies from customer service and accurate backorder dates. Others describe emails not returned, chat sessions dropping, and no response to urgent safety concerns. Overall, responsiveness varies by channel and case.
Some reviewers describe smooth, fast purchases with helpful staff and low prices. Others report serious failures, including non-delivery, payments ignored, and unacceptable chemical odours. The gap between strong praise and severe complaints is stark, pointing to uneven performance across orders and customer situations.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (2) · Reviews (1) · Quotes shortened · As of: February 2026
I was first given a Britax Dualfix 2 R Car Seat from Samuel Johnston as a gift for my first baby. I wondered if it would be as good as the other Britax car seats I had seen my sisters buy in the past. I really loved the quality and this made me place an order for another one. It was delivered two days ago and I’m absolutely delighted with this. Delivered in a timely manner and The colors are great, the fit is fantastic. I read some of the negative reviews but found no problems with this, it was easy to fit and fitted well into my car (Ford Focus). Would definitely recommend it and buy it again and again. I love it and would purchase another. and it's very easy to use. Thank you
Promises of same-day dispatch unmet and customer service disconnected chats.
“they promise for same day dispatch but doesn't even dispatch”
Easy-to-use website and accurately described products arrive quickly.
“very easy to use website”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Samuel Johnston appears as a company name used in UK commercial settings. For confirmed company information, use the official Companies House listing and the business’s registered website. Company sites usually show contact details, trading terms, returns policies, and store locations. Privacy and cookie pages explain how personal data is handled, and the site terms set out refund and delivery rules.