Duplay Reviews 58

I ordered and received a remote control car from this website. The item arrived wrapped a couple of times over the main part of the box in clingfilm. No actual box or packaging as such for this item to protect it from damage in the delivery process. Not to mention the fact when the person, who the present was intended for, answered the door the car was completely visible ruining any surprise for the gift. Contacted the customer service to say this seemed rather odd, they assured me that ALL items were boxed and packaged correctly and asked me to send proof. I sent them proof and never heard anything back again. Very unhelpful customer service and very poor packaging and care for the items.

I have just purchased a child’s 14” Captain America bike for my grandson. Alls I can say is it’s fantastic, super quick delivery, the bike has been put together and we are more than happy with it, very easy to put together as well. We would not hesitate to purchase from Duplay again, I must admit I was a bit dubious after reading some of the reviews, but our experience dealing with Duplay has been nothing but positive. We can’t wait now to our grandsons face on Xmas day. Please give this company a try, from our experience you won’t be disappointed.

WARNING ⚠️ do not buy of duplay i had a ford ranger of duplay last Christmas when it got delivered it was all smashed at the front of the truck and the sound or radio never worked when i contacted them they did not have a nother ford ranger in stock to give me so i kept the truck because my boy really wanted 1 for Christmas and it was to late to get another 1 in time and duplay promised to send me the parts to fix the truck i have contacted them 100 time and it is neary 1 year on still no parts for truck and thay wont evan answer the phone to me know do not buy of duplay thay are a con customer serevice terible would never buy from this company

I purchased a Jaguar F-Type ride-on toy for my son’s birthday. For the best part the car was as expected and my son loves it; however, there were issues.
The seat was different to the photos on line and didn’t seem like the correct seat for the car, the boots falls off every time it is opened and there were scratches on the rear of the car.
I contacted Duplay and was very quickly passed to Operations Director Liam White.
This was a painful experience to say the least and I was given the following explanation/reasons:
‘Seat is a leather upgrade’ - this is fine and well, but there are no slots for the harness and it doesn’t seem fit for purpose.
Liam’s child has the same car and ‘pulls the boot off daily, but it is easily reconnected’ - Sorry, but it falls off every time anyone opens it!
Liam also feels the scratches are minor – again I didn’t realise I was buying a used car.
After weeks of emailing back and forward I decided to return item and provided a date for collection and despite Liam confirming the date, the courier never arrived and phoned 3 days later to collect.
I can no longer be bothered dealing with Liam and I have put it down to a bad experience and would not recommend Duplay.

Very very bad bought a quad for 200 pound it broke they couldnt fix woulnd not give me refund gave me points to spend with them but i can only order another quad as if i want another quad to brake again wont let me just get something else it was my money that paid for tgis item now they are taking the mick 200 to spend and nothing i can get total joke,I AM A SINGLE PARWNT TO 5 KIDS LIKE I CAN AFFORD TO DO
THIS Would not recommend and would not buy DO NOT BUY FROM THEM

OVERALL, I WAS TREATED VERY WELL BY THIS COMPANY.

I ordered a Peg Perego trailer for a ride on tractor from Duplay late on an afternoon.

I received immediate confirmation that the purchase was accepted and then about two hours or so later, confirmation that it had been collected by DPD (who as ever are excellent). It was delivered within 48 hours from ordering.

However, there was an issue with the product in that it appears that Peg Perego have produced a defective batch of trailer chassis at the manufacturing stage.

This was confirmed when Liam, from Duplay, immediately despatched a second one which again had the same fault (the only way of confirming prior to despatch would be to open the box, potentially leaving the customer uncomfortable it was in fact a new product).

On explaining the issue with the second chassis to Liam again (I included photographs), he contacted Peg Perego to arrange a delivery of a new chassis which actually came from Italy and arrived 5 days later.

Throughout, I found the communication excellent and customer service VERY GOOD. I did not feel fobbed off at any point.

It was clearly NOT Duplay's fault that there was an issue during the manufacturing process and I did NOT have to deal with Peg Perego directly - resolved by Duplay not me.

Overall, VERY GOOD and the only reason I have given four stars is that all contact was by email and via Live Chat - all VERY RESPONSIVE BUT there is a comfort in being able to speak to someone...there is a live telephone number but I always appeared to be in a queue.

Ordered a go kart on 20/10/18
Told it would be delivered on 23/10/18
No go kart!
Rearranged delivery
No go kart
Rang delivery company who said they had never received it
Messaged duplay who said the delivery company had lost it! They would send a new one!
8/11/18 crying 6 year old with no birthday go kart
Messaged duplay asked for a phone number so I can reassure myself it will arrive eventually
Told I could not have a phone number????
Asked when the replacement will arrive?
Told they were out of stock!!!!!
Expressed my disappointment and asked to speak to an actual human being,
Told they were sorry but there was nothing they could do!!!!! Told me there is no phone number to speak to anyone, emails have been ignored! Live chat refused to give me a contact with anyone 🤬🤬🤬🤬🤬🤬🤬
Don’t know what to do next?
Left feeling totally helpless, frustrated and incredible angry

Purchase was straightforward. Good communication after purchase regarding delivery but wrong item sent. Very good customer service in the attempt to rectify the problem. I undestand it was a supplier error.

They sold me the wrong car. They got somoneto come and look it up and i cant contact them only via email. No telephone number what so ever!!! Still havent got a email to say they have got it back. And whats worse os you cant phone them. Email only!!

Doesn't deserve the low rating

I bought the Beetle electric car. After a price drop, the offer was too good to turn down (After reading reviews, I purchased on CC for added protection)

Delivery was quick (A day late which was fault of courier - Duplay should really use a different courier)

The car was very poorly packaged - as in - it was just in a box, no protection between the car and the box - I am amazed it was not broken given the reviews on their chosen courier.

After building, become clear that 2 wires had dislodged - Can't be fixed by me. Turned to their online chat, was told to email

Emailed. Replies can be slow coming but after looking up the company, they are a small team. Gave me different options to either fix the car or compensate for the damage - I took the compensation as it was more than reasonable.

I would say, do not be put off by the bad reviews - purchase on credit card for protection but don't be afraid to give them a go

Brilliant customer service!

I bought a Peg Pegero 24v jeep back in 2016 that has been used a lot. More recently some issues arose and I contacted Duplay (who I had purchased said vehicle from) with a low expectation in light of the time that had passed. Without question, they arranged for the car to be collected, fixed and returned - without any cost. Very impressed!

We have been dealt with in an appalling way by Duplay. Ordered a £700 pool for the grandchildren as a surprise. Pool never arrived, no response from email support or on the phone. Eventually got through to be told the third party couriers have "lost" it. Duplay customer service were rude and unhelpful and would take no responsibility for their failed delivery. DO NOT BUY FROM THEM!!

This company in my opinion should not be allowed to continue trading. On the 8th July i paid for a delivery of a ride on car as a present for my 3year old. The Duplay courier failed to deliver within their allocated a slot and are now4 days past it! Duplay have responded to e mails to be fair but none of these have a resolution that is fair or acceptable. As the items are still with Duplay courier they want to make me wait for a refund even though the goods are not on their way here and the courier could easily return them to Duplay I presume (after all they are contracted to work together). I will be speaking to trading standards regarding my experience and the fact that this terrible company feel it is acceptable to ignore my basis consumer rights and not provide a refund to me. My recommendation is to go to an alternate provider, these guys are more hassle than they are worth!

Okay, so I normally don't bother writing reviews of company's but for Duplay I've made an exception, I was sat here thinking of all the things they have done wrong but the internet just doesn't have enough blank pages, all I say is please please please stay as far away from this company as you possibly can
13 phone calls and countless online chats that kept getting disconnected once they had our money, took ages to get any sense out of them let alone our refund.
You have been warned

Received the Jaguar Ftype electric car, arrived a day late, but that was fault of courier. However, the car does not work in manual mode, partner realised it is the forward/reverse gear that was already in dashboard that is faulty. I have tried with the online chat but this never gets a response, Emails have been sent and tomorrow I will try by telephone, but do not hold much hope after reading reviews here. Essentially, this small faulty part renders the car not fit for purpose and I just hope that I get somewhere tomorrow. If I do I will of course change this review. It is my sons birthday this week and it is looking unlikely he will have this.

***EDIT faulty part received 6 days later after a few phone calls and emails, it does not look new as it is scratched in a few places but it does work which is a bonus compared to the one that came with the car. The actual car itself looks very good, the paint finish is good, leather seats and radio are a really nice touch and hopefully the car will run ok. Instructions are basic but that is no fault of the seller.

Do not use this company. I ordered a ride on car a month before christmas, this was delayed and finally came a few days before christmas and was damaged so too late to get a new one sent before xmas. Once I finally got a response from duplay, they were out of stock so I was told I could superglue it and they would refund me £50! The car cost £400 this was not acceptable. I booked for them to collect the car from me and they didn't book it after I waited in all day yesterday. I would erg anyone not to use this company. They take days to reply and I've had to chase them up a number of times. I still do not have a collection date as I am back to work next week and unable to be in all day which is why I told them it had to be collected by monday and they said it had been booked for thursday and it was not!

To start off my review I must tell you that I ordered a Ford Ranger truck FROM CANADA. Everything was perfect. My son and his papa had stumbled upon this toy on YouTube and he instantiously fell in love with it. As we all know Santa can make anything and borders are not much of a concern to him... When I first contacted Duplay I wasn’t even sure if it was possible to ship to Canada. But Liam assured me that it could be done. He patiently walked me through the entire process. From transferring the money to arranging the shipping and delivery. They even included the personalized licence plates. Everything worked out magically and most importantly the toy arrived in time for Christmas. I would highly recommend this company to anybody, anywhere in the world, who is looking for a truly unique toy. When the truck arrived I was amazed at the quality and design of the toy. The quality of this toy is far superior to anything that is available on the North American market. All in all this was a very positive experience. The gentlemen in the customer service department were not only extremely helpful and prompt in their replies but were also extremely patient.

This company will not take responsibility for its mistakes, it left us with a broken present on the 20th December with no alternative supplier. Would never have ordered on the 25th November if they did not have them in stock. Web site showed 4 in stock 1-2 day delivery spent a month listening to excuses the best one was the delivery company is the best of a bad lot?
Its a new computer system that's why it was showing in stock? We could not communicate to me because there might have been a mistake with my email address? User name is email address had no problem?
Well enough is enough I will have nothing to do with this company again.
PS missed cut off to arrange pick will have to stay in doors for another day waiting for them ( pick up looks as bad as delivery).

Unfortunately I didn’t read trustpilot before placing my faith and main Christmas present purchase in the hands of this company. Item is still showing as 6 in stock, and on a 1-2 day dispatch.... 4 days later and now too late to get from elsewhere, the order is still “processing” I have tried to call customer services all of yesterday and despite being well within their opening hours, the lines just went dead whenever you selected any option. I tried live chat and that never worked either. Guess what.... they are shut on Saturdays! So now in short I am main presentless for my 5yr old daughter. I only placed the order at short notice due to being let down by another retailer, and this company guaranteed Xmas delivery..... I suppose I should have checked which Xmas they were guaranteed as it sure as hell isnt 2017!

**EDIT**
Liam promptly emailed in response to my poor review below, and informed me that the charger and assembly kit were located under the seat (we weren't being total numpy's here - the seat was screwed down and not an obvious place to look). I owe Duplay an apology on this front. HOWEVER, we were missing the rear axle bar, so am still going to have to return it. Far from ideal, and still left with having to source an alternative. However, due to Liams connectedness and help in trying to resolve the issue, I will amend to 2 stars.
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OMG! So wish I'd checked these jokers out before I purchased an electric quad bike for Xmas! Went to assemble it today - No charger and no assembly kit (nuts and bolts to put it together). Have now had to run round like a crazy lady to deliver my 4 year olds wish to Santa. Duplay, you should be ashamed of yourselves! Imagine opening this on Xmas day to find that Santa had delivered a defective gift? Still got to have the arguement with them over my money back, but I'm within my 14 days return policy, so should be 'no hassle' right?