Wickey GmbH & Co. KG Reviews 6,888

I placed an order on 25th March 2024 with an expedited delivery date of mid April for a special occasion for my daughter. I ordered through Wickey French website as the delivery address is at our French house so I wasn’t expecting delays as a result of customs within the EU and the order was placed before the Easter holidays. Wickey produced an invoice dated 16th April, which indicates that the transaction has been entered in their financial system and being manufactured. Suffice to say 3 months later and I have received nothing apart from emails promising delivery updates within a week, no updates, no delivery and a very, very disappointed 4 year old daughter.
Frankly I’m appalled that this company is allowed to carry on as it does. I have emailed them weekly for the past month chasing for delivery dates only to get fobbed off with empty promises of confirmation next week etc. Last week I write again and formally complained to them by email, not surprisingly I received an automated reply and nothing more. Today I raised a dispute via PayPal, I had used their credit to make the payment and hope that Wickey either act now to complete the order or refund; as I appear to be bankrolling their company I’d like to see some compensation for credit costs included in their settlement.
Whilst I accept that over trading can happen through no fault of a manufacturer especially when there is a sudden and unplanned flood of orders; a responsible manufacturer would immediately update their customers giving them options to cancel and go elsewhere or provide a committed delivery date an perhaps compensation. I wouldnt be surprised if something slightly more mischievous were a foot in this case. I continue to see the same products are being advertised with the same delivery lead times; I have found other manufacturers in Germany and France who clearly are able to fulfil orders and who don’t get negative reviews, is it possible that this manufacturer is using customer credit for their own benefit…..surely not!
My only regret today is that I didn’t check Trustpilot before placing the order!
Wickey you should be ashamed of yourselves, your business practices are looking very dishonest; offering a product with a delivery estimate that you clearly are unable to meet while continuing to advertise the same product and delivery lead times on your website and through several online retailers. I wonder if anyone has checked German legislation to see if this breaches misrepresentation…..
Come on Wicket do the right thing and stop abusing customers, their trust, and taking money before you have manufactured the product.
And guess what after posting this review - Wickey’s response is yet another cut and paste excuse. Totally unacceptable - and as for Customer Service……phones go unanswered except by auto attendant and if you hang on long enough you are disconnected. How is that customer service.
Until I get proper service from this company I will publish the feedback on every review site and online retailer that they use; perhaps then someone will take notice.

Don't use them. Arrived two months after ordering it. The slide is the wrong colour and it didn't have the water attachment as advertised. The wood is poor quality. Everything about this company stinks. I am not sure how they are still in business.

Don’t believe the delivery times! We ordered a climbing frame on the the 15th May and was told it would be delivered between the 24th May and 3rd of June. We had not received a dispatch notice so called to enquire. The telephone operator refused to tell us any details and said they would send an email. The email came and was told that it will not be delivered until 5-7 weeks from payment date. On the basis the telephone representative refused to give any details over the phone and would only communicate via email, suggests they have had plenty of these situations and want to avoid a difficult conversation.

I have checked the website and the same climbing frame is suggesting delivery between the 5th and 11th June, which are outright lies as ours is not proposed to be delivered until early July having ordered in May.

This was a gift for our daughter’s 4th birthday, which now won’t be received until over a month after. Since nobody proactively told us of the delays, we don’t have any options to find an alternative this late in the day. Very disappointing (message for Wickey - please don’t bother replying to this feedback putting the delay down to an unexpected increase in orders, it’s not helpful and does not change anything).

Ruined my 3 year olds birthday. Placed order with delivery time stated on website. Nothing turned up and when we emailed to see when it will be we were told 5-7weeks! After then reading reviews I could see this was a known problem by the company as they were telling people months before we ordered the same thing, yet they didn’t change their delivery times on their website!! Taking peoples money especially when it’s tailored at children and not delivering an HONEST service is the lowest of the low. Absolutely shocking company.

(Update) Received delivery on 17th May 2023.
All was in order apart from some minor wood related issues on four pieces but these aren’t essential to build the item and have sent an email and these are kindly being sent out.
The wood needs a few days to dry out as stated. I wouldn’t say this is for an amateur DIY to put together with the need to dry the wood correctly and then pre drill the holes. Good drill and good set of wood bits are essential to avoid splitting of wood and make sure the wood is dried fully otherwise it will split as it shrinks if built wet.

Ordered beginning of April for end of April delivery. Got updated that shipping times have slipped obviously the Easter sale sold more than they expected this year not an issue. Emailed customer service was told it was being collected 14th MAY by courier. Received an email this morning stating collected by courier and will be with you in a few days.

Lots of people in the below reviews leaving 1 star reviews for their orders should have paid double the price for similar UK based products if they wanted it timely. The fact I paid 2 x less than a British competitor for the same quality item I was happy to wait a few extra weeks the fact it is also coming from Germany at the hands of customs and excise when it hits the UK so I always factored in some form of delay.
I will update the review if the product arrives and it’s terrible quality but so far it’s been a normal ordering experience.

Do not purchase from this company!
They don’t even deserve 1 star!

We made a purchase on the 21st April and still haven’t received our playset (we haven’t even received confirmation of when they will dispatch it yet).

We have tried to contact them multiple times by email and they always come back with pretty much the same generic response saying its now 4-5 weeks from payment date that we will get dispatch notification but with no actual confirmation of when they are going to supply the product we have paid for.

Yet since we have purchased they have continued their sales offers and their website still says the delivery time is 1-2 weeks! If I try to order the exact same product now (on the 12th May) their website says it will be delivered from the 17th May!! This is incredibly misleading to new customers. Why continue your sale and taking more orders when you can’t fulfil the orders you already have within the promised timescale?

As I said the customer service is terrible and hasn’t provided me with any assurances of when we will receive what we have paid for only the same generic response back.

I have tried to reach out and today left comments on their recent Facebook posts only to be blocked. My comments are factual and people should be warned not to purchase from you. So rather than having a conversation with me to discuss this you have just blocked me because you know what I have said is correct and you can’t justify why you continue to take money from people without suppling the products in a timely manner, so your reaction is to block me. That reaction just about sums up your customer service doesn’t it.

So if you’re thinking of using this company please don’t. Look at how all recent reviews are saying the same thing and don’t fall into their trap like we have.

Also Wickey if you dare respond to this review in the same way you have to all the other recent negative posts with more generic responses saying please contact us then don’t bother we have tried to contact you multiple times and you don’t actually help us. You can contact me to resolve this issue!

Update:
We have finally had our item dispatched. But communication from the company is still terrible. It was originally ordered on the 21st April. It was dispatched on the 22nd May. Unfortunately, it’s still hasn’t been delivered (as of 26th May) and we haven’t had any communication from the shipping company about how long delivery will take.
Yet the website still says that if I order today (the 26th May) delivery will approx be between the 4th and 6th June which is lies.

Update number 2:
Our swing/slide/playhouse set finally arrived on the 28th May.
The first challenge when building it was that non of the pieces were labelled. So it took time working out what piece was what measuring everything to be sure and marking it all up.
However half way through the build process the structure collapsed with my husband on it injuring his arm as well as damaging 2 sheds that it collapsed into. The structure is completely unusable now and only fit for fire wood and I wouldn’t trust my children on anything from this company any more. Thankfully it wasn’t our children or their friends that were on it when it collapsed. How it can’t take the weight of an adult is beyond me. It’s is impossible to build without an adult as some piece like the roof of the tower play house have to be assembled with it in situ rather than on the ground.
We have contacted the company to discuss this and request a refund which they have offered however they have said that in order for us to do this we need to re package all the items up on a pallet and wrap them in clingfilm to secure everything. I’ll just get my roll of kitchen clingfilm shall that I wrap my sandwiches in?!?!

So we’ve effectively now spent almost £1000 on firewood. My children don’t have a birthday present and we can’t get a refund as we don’t have the facility to package the play set back up on to the pallet it came on.
Please do not make our mistake do not buy from this company.

Our climbing frame was due to have arrived a month ago. We purchased the frame based on a stated delivery time of 10 days. We have still not been provided with any delivery date, even approximate. When we complained we were told there had been an increased demand for the products which had caused delays. Since Wickey had run a big sale (which prompted us to purchase) you'd think they'd anticipate increased demand, but we were only told there'd be a delay after they'd taken our money. Their customer service is utterly useless. If you're after a climbing frame or outdoor equipment honestly just save yourself the hassle (and money!) And shop elsewhere.

Our climbing frame was due to be delivered on 25th April and it has still not arrived and furthermore I have not had any communication from the company as to its whereabouts and new expected delivery date. We had set aside weekends to make the climbing frame and now those weekends have passed so we will have to pay someone to assemble it for us now so the climbing frame is a lot more costly than we were expecting it to be. Lastly, the phone number provided on the website 0330 808 0240 does not work!!

Update: despite Wickey’s reply below, we still have not received the climbing frame, we have not received any compensation for the cost we will now incur to put together the climbing frame, we have now been told delivery will be 5-6 weeks from order date (despite this, if we were to order from the website today delivery is still cited as being 1 week so all new customers will be disappointed also), the contact phone number still does not work.

Update 2: Wickey have replied again (see below) but still refuse to acknowledge that the delivery is 5 weeks later than expected with no apology or compensation. And please note we have not received it yet, so it could be even later. Delivery times on website still say 1 week even though Wickey know this is inaccurate.

Ive called customer service three times and emailed as advised on my delayed £1230.98 order to be told there is a delay and it hasn’t even been shipped, with no expectation for when it could arrive/ship. No supervisors ever available. This is all really disappointing!

I would strongly suggest NOT ordering from this company.

I have had builders in to make a hard standing in my garden with a soft landing bespoke to the product I’ve ordered, what a total waste of money!

I will also be forwarding my complaint onto Disney as only reputable firms should be selling the brand and sadly Wickey can not be classed at that.

As a result of this I have a very upset little boy that will not be getting his dream birthday present.

Addition to your response…

This still doesn’t resolve my issue of the £1230.98 missing from my bank account and the fact you’ve BLOCKED ME on all social media platforms and are not answering calls!

We ordered a slide for my daughter’s birthday on 19th April 2024. Delivery was expected 26th-30th April, but we have received no slide or communication about it.

I called customer service today to be told there is a delay and it hasn’t even been shipped, with no expectation for when it could arrive/ship. This is really disappointing for my daughter and for us.

I would strongly suggest amending the expected delivery times on the website to save disappointment for customers who are spending a lot of money on your products. At the very least keep the customer updated if there is a delay.

Not happy - paid for a climbing frame on 12th April. Heard nothing and now just been told the payment wasn’t successful even though it has gone out of my
Bank account. Really unimpressed and would like these items asap

We put together our Wickey Smart Coast and enjoyed a couple of great summer with it. It all went up fairly easily, and despite a few unexpected tasks like working out how to cut the right shapes and dimensions in the vinyl was a good product.

Unfortunately, the slide we ordered (220cm wavy slide) failed after 2 years, leaving a very sharp edge at the bottom as my daughter slide down. Luckily she avoided major injury.

I contacted Wickey support a number of times, but all I was told was 'our slides comply with the standard' and there was no further interest in the possibly dangerous failure in our slide.

We are now in a position where I would like to replace the slide, but without knowing if ours was faulty, I cannot in good conscience risk a really horrible injury if the replacement only lasts the 2 years.

Very disappointed Wickey support did not take more interest in this, despite my asking to speak to a supervisor or manager.

I bought a Seaside Playhouse. Over £1.000 which is not that expensive if you look for similar playhouses out there. My experience was the following:

I ordered and the materials arrived in less time than I expected based on their time-scales. But, the slide came broken and I had pieces of wood missing. They replace the slide and the missing pieces. But I had to dispose a 5-meter-long broken slide, so I had to call someone to come and collected it and then I sent the receipt to Wickey (I have not yet received the refund).

Not ideal but ok, things happen. My other and maybe biggest issue is the lack of clarity regarding the use of anchors. It's not clear in the instructions. I saw some videos but if confusing how should I do it. It's a medium-big playhouse so it's a straightforward thing.

So Wickey is ideal for some DIY economy but they could be bumps on the road. Regarding the quality, impossible to tell. Only a couple of years would tell.

I am really disappointed in you Wickey. We purchased a large climbing frame (see my previous review) from you and overall, we are happy. We recently ordered a swing seat accessory from your store, it doesn't fit our frame, its far too big and you are not accepting a return or exchange. Yes, I know we are out of the refund stage, but its because it was a birthday surprise, I would have at least thought you could offer an exchange, which I would have been happy with. Surely if you are selling a product on your site marked under 'accessories' this means it should accessorize your existing products? Why would you sell an item that is not compatible with the product? I know it says the size on their and I should have checked but seriously, why would you sell it if it doesn't fit any of your frames!? Oh and to add further frustration (which you clearly have not learnt by reading the other reviews) the instructions were AWFUL again! You need to improve this. I won't be ordering from Wickey again, we will seek other sites for any additional accessories, you've lost yourself a potential customer.

This has been a nightmare. I made an order at the start of May. Item arrived as planned however it has all been downhill from there. As previous reviews have stated you just receive a pile of wood and bolts. The instructions are confusing at best but I could just about live with that. Unfortunately the timber itself poor. It’s very roughly cut, sharpe and black where it’s been stored in wet conditions. We had a number of rotten and badly split pieces which were unsafe to use. On a little rain further rot has been identified in most of the pieces. Wickey are very slow to respond and usually do so with standard responses. I have had to wait weeks for replacement parts which are wrong. I honestly have no faith in the product or company. There’s seems to be no QA process or customer care.

I have issued a complaint to Wickey which has not been responded too. They can have their product back as it’s been 2 months of disappointment and stress. I wouldn’t get give 1 star.

Please avoid.

Delivery arrived fine. Extremely disappointed with what followed. Upon inspection, I found significant cracks along the length of many of the beams which contradict the safety standards specified within the FAQs on the Wickey website. Another two items are splintered either in transit or prior to transit. Another item is rotten. I am unable to build due to the issues. In addition I am unable to complete the contact form online as the images I am trying to upload return a 'unsupported file type' error message despite the images being JPEGs and within the size limit stated.

I had heard good things about Wickey which gave me hope but I am extremely disappointed with the quality of this product, especially given the price being so high.

To top this off, the item was supposed to be a birthday present, which can no longer be assembled in time for the birthday causing significant distress.

I am hoping for a swift resolution and faith to be restored.

for over £1,000 you get a pallet of wood and screws the instructions are none existent. The fact that we were able to make anything resembling what we ordered is a miracle. The plastic (coloured) parts come in a large roll of fabric and the white parts (eg the unicorn/star/crown etc decorative) come as one large piece of white sticky back plastic. No pictures or templates come with it? you have to wing it. If you are no good at art it looks a right mess! Not happy at all with the finished product

Ordered a swing seat from Fat Moose over three weeks ago (UKF2000051366 if their customer services see this). Fat Moose is the same company as Wickey & it was Wickey customer services I dealt with.

Having received an email confirming despatch but no tracking details I chased them after a week only to be told the item had been returned to them by the carrier due to failed delivery. I suggested they check with the carrier as this was incorrect (no missed delivery note, was working from home all week & Ring doorbell showed no missed deliveries). They asked if I wanted to arrange a new delivery & I said yes. I got no confirmation of despatch over the next 2 weeks so chased them on 3 occasions & was told the first 2 times that a new delivery had been arranged. On the 3rd occasion though I was told it hadn’t been despatched, nor would it be as it was now out of stock (so they obviously sold my returned item to someone else!). Never got any apology or acceptance of fault in any of their emails. I asked if they could instead send me the next most expensive equivalent as a goodwill gesture - they refused to do this! Will get a refund but what a waste of time! Overall really poor!

Shocking , placed a £800 order ,and the customer services team would/could not add on a child seat , instead they wanted me to pay additional delivery charge even tho I only just placed my order! You would think they would understand!? Customer service is ridiculous imagine what it’s like when purchased and something goes wrong! You would think customer service meaning they would understand and create a solution instead of pollution!!!

Good quality, simple instructions!