Wickey GmbH & Co. KG Reviews 6,888

Had a climbing frame delivered at the end of March, when putting it together I noticed some of the wood rotted and split, when putting it together noticed it more and more, I also have now noticed a massive split all the way across the beam for the swing and it’s not not useable at all my children will now not be able to use the climbing frame not worth the money at all when I saved so hard to get my children this climbing frame. I reported split wood sent pics and nothing back they need it too use stronger wood and not wood that is rotted wet damp and full of splits.

Awful experience - ordered 2 items for my son's birthday - both with stated delivery within 4-9 working days. No sign of anything weeks later. After a few enquiries and being told my order is being prepared I finally get a reply 5 week later to say my items are not in stock and I am getting a refund.
AVOID THIS COMPANY

Bed arrived with wood dented and split in places. Some split pieces filled poorly with filler that fell out. When assembling, many pieces split apart. Lots of splintered pieces - I've had a few splinters just building it. Doesn't feel safe at all. £260 wasted - and also another £105 on a mattress that we can't use on a new bed as it's a european size mattress that won't fit other beds.

The canvas comes as one large sheet that you have to measure and cut yourself. It isn't striped - you have to cut stickers and stick them down yourself, and it's really hard to do as the sticker film bubbles. The canvas on the roof is hard to fit and doesn't match the instructions. It looks horrendous and absolutely nothing like the pictures.

We can't afford a replacement bed as we spent all our saved money on this one.

Avoid - absolutely awful quality.

Poor customer service.

Once they have your money they don’t care. Use another company.

Ordered a climbing frame set. One of the main parts is missing. Meaning only part of it can be used. Not all of it.
A toy for a child that they can just look at!
Have emailed and called to log an official complaint, all they reply is a generic response... will let you know once shipped. This has been well over a month and have read customers have been waiting months with nothing. Poor!

It’s a small parcel that needs to be sent. They won’t give a date and have paid for something that can’t be used.

Avoid. Avoid. Avoid.

Spend your money with a company who cares about their customers and rectifies missing parts!

I am amazed at some of the good comments and can only think there is a scam where some one is suppling different materials something is very very wrong here!!
The materials sent to us were shocking really poor full of splinters and damaged scrap timber. I am a research and development engineer for over 40 years . The instructions are poor . Made in Germany gives a misleading impression of what you are getting. This product is not worth 25% of what is being charged and causes bad feelings where the intentions are happiness. I am only saddened that other families are being conned into buying this product and grandparents, parents are spending a lot of money for their children on the bad product.

Wickey hat nun endlich geliefert und mir zusätzlich 5% Nachlass angeboten. Das Problem war nicht die Verzögerung, sondern die absolut unzureichende Kommunikation mit dem Kunden um Erwartungshaltungen zu koordinieren.
INITIAL REVIEW
stainless steel slide not delivered
I ordered a stainless steel slide. The website promised a delivery in up to 10 business days. Its now 25 business days and the company tells me that the product already left their warehouse and that there must be an issue with their shipping agency. After several phone calls and until now I have not gotten any response from Wickey and already incurred high additional costs as we had to reschedule twice auxiliary deliveries and work for the installation. The worst is that nobody calls back or takes care of the case. Very poor customer service

If I could rate lower I would!! We ordered a simple swing set 5 weeks ago and it still hasn't shipped. Making it even worse is the fact that you call them to get an update and they don't give any feedback. Spoken to three people there with the same lame excuse of not being able to reach logistics on this. Yes maam we can see that everything is in stock. We don't understand. That is weird.....well weird doesn't get me my swing doing your job is!!! Just do your F*ing job and don't lie to me!

Al's ik nog lager kon beoordelen dan zou ik dat zeker doen!! We hebben 5 weken geleden een simpele schommel besteld en het tot vandaag nog steeds niet verscheept. Wat het nog erger maakt is het feit dat je ze belt om een update te krijgen en ze gewoon geen feedback geven. Met 3 mensen gesproken en allemaal komen ze met het zelfde zwakke excuus dat ze de afdeling logistiek niet kunnen bereiken over dit verhaal. Ja mevrouw we zien dat alles op voorraad is. We snappen er niets van. Dat is raar.......wel raar zorgt er niet voor dat ik mijn schommel ga krijgen, dat jij je werk doet wel!!! Doe gewoon je F*ing werk en lieg niet tegen me!

Unfortunately we ordered a playframe from Wickey and I really wish we’d bought from someone else.

I understand wood has natural cracks but a large number of pieces are unusable and their customer service are not responding to emails or messages. I’ve messaged 4 separate times and have been completely ignored.
We now have a half built unusable frame and a very disappointed little girl.

If you are reading this because you are considering purchasing from them, then do yourself a favour and don’t. Customer service is truly appalling.

We ordered a slide/swing set from Wickey at the beginning of May. Since then we keep receiving emails from Wickey telling us that our payment has not yet been allocated by their accounts team and we need to send them a copy of the receipt. The money has been taken from our account so we have sent them credit card statements along with the invoice confirming payment that they sent us!!

We paid online through the website and they are sending us emails asking us to transfer more money via bank transfer... Clearly this feels like a complete scam, at this point we are just hoping we get our money back.

**Update (June 3, 2021):**

Somehow a duplicate order was created in their system which is what was causing the stray emails looking for extra payment. Wickey have resolved this and our order has shipped but we have yet to receive it. It's frustrating that it took a trustpilot review to really get the attention of the company. Customer Service reps should have better training.

I ordered a Slide from Wickey.de, coming to Portugal. I sent an email using their Kontactformular on 16 April and was told the carrier will be reaching out to me in the next few days. 3 weeks later, I had heard nothing. I sent another Kontactformular email on 05 or 06 May explaining I have not heard from the carrier. I received an email 09 May that the carrier said it was delivered on 07 May and to let them know if not so they can take action. I have sent two more Kontactformular messages, replied to the info@wickey email they said to respond to, and have tried calling 5 or 6 times now, wasting long distance calling rates for an automated message telling me to complete a Kontactformular. All I want is a tracking number so I can call the carrier and find out where my item is. I understsnd they are busy and have numerous offsets with the current situation, but if Wicket is this busy that they cannot answer phones or reply to a simple email request, maybe they need more employees focused on customer service. My kunden number is 1885734 and the invoice number is 202137441.

Terrible don’t use this company. Wood was damaged( some panels completely split)and company (in Germany) very unhelpful. So I have a damaged frame before I even try and assemble it and going to have to source some replacement wood. There is also missing pieces, so I cant even start to build. It also took longer to arrive and wasn’t delivered on the promised day. The delivery driver was unhappy about the delivery was rude and literally dumped it in my front garden! DO NOT USE THIS COMPANY shoddy goods and customer service

Their reply which has taken over 2 months just shows how little customer care this company has!!! I am going to my credit card company to try and get my money back.

I like the different models and the 10 year Garantie. a friend of mine has a small model and is perfect. nicely built.

Ordered a Smart Fort well before needed because of the delivery times stated, however it arrived very quickly and at the time given by the courier. Having read the reviews we were prepared for a fairly long build and sure enough it took the best part of two days. The only problem we had was with some of the instructions, they could do with a few more measurements marking on. The fabric on the roof is also a bit tricky (and we work with wood and fabric). However we managed to work it all out, we are impressed with the quality of all the parts and extremely pleased with the results. We now have 4 very happy grandchildren.

Do not order from this company. If I had looked more throughly at the reviews I wouldn’t have. Ordered a climbing frame, it came to delivery, no call to say it was on its way at all and the driver couldn’t drop it off outside our house because we ‘didn’t have a drive.’
Finally got delivered the next day and my husband had to have the day off work to help with it.
Started putting it up and so many splits and knots in the wood. Had over 6-7 pieces of wood missing so even now nearly 6 weeks after taking delivery I have a half put up climbing frame as the missing pieces have still not arrived.
Not worth the headache with this company.

Absolutley diabolical delivery service. I payed nearly 1000 pounds for my order, lost 3 days wages waiting in for my climbing frame to be delivered. Was told on 3 different days it would be here. Delivery driver actually even brought it to my house, refused to get it off the van as it was too heavy (which surely he knew when he put it on there) drove off with it and refused to return it. Currently awaiting a refund however have not received any correspondence to confirm if/when this will be. Unable to speak to the company as phone line is all in German. My advice. Steer clear its probably a scam.

Delivery time was 14 days. I have been now waiting 21 days and items have not been shipped yet.
Customer service is not replying to my e-mails.
If you want your order in a timely manner - choose another manufacturer.

29th may update-
I cancelled my order on the 17th may. On the 18th may I received a message that items were shipped with no tracking number. I contacted them again and they said that I should refuse delivery and then they will refund me back.
Still no delivery, no refund and no tracking number. I really think it’s a scam.

We ordered the freeflyer climbing frame at the beginning of April and it was dispatched within 10 working days. Delivery has taken roughly 8 days and was packaged exceptionally well. Wickey do say the forwarding agent will call and arrange a delivery date and time however ours just turned up today without being contacted. (Not a problem as we where home)

Customer services are easy to contact and are very helpful and friendly (I phoned to check how long delivery normally takes)
Overall we are extremely happy with our experience and would recommend wickey to others. Now to get building!!

We were very happy with the climbing frame we bought. However, we didn’t opt to buy the £30 swing module that came with it at the time (it was optional and we didn’t have the space in the garden), but would now like to add it on. We bought our frame in September, making it just over 6 months old. I’ve contacted customer service and been advised in a one line email that I can’t buy the swing module separately. So..........because we didn’t predict our future needs 6 months ago, we now can’t add the swing on. I thought that Wickey sold climbing frames that could be configured and added to as children grew up, however, it seems that you have to predict your future needs when you buy the £525+ product and can’t add to it once you’ve bought it......Really helpful given its 6 months old and cost a lot of money. May have got better customer service with TP or Plum.

UNBELIEVABLE
After numerous times of being lied to about my order, wickey has now informed me they are not shipping my order because it is under 2 metres!!!
They received payment on the 2nd of February. SHOCKING
please stay well clear of this cowboy company

I waited an extra 3 months for it to be delivered only to find 4 missing parts which makes it impossible to build the frame and now after a lot of emails back and forth I am now being ignored. Horrendous customer service and I am currently £500+ down with no play frame and 2 devastated children