Wickey GmbH & Co. KG Reviews 6,888

As with all the negative reviews, I too had to wait a long time for my order however due to the pandemic I decided to just be patient. I ordered on april 16th. On may 14th I emailed and asked for an update. Wickey replied 4 days later to apologise for the delay and advise me that my order would be dispatched on the 29th of May. The order was indeed dispatched on that date and i had a phone call from the delivery partner on 4th June to ask if I would like delivery on that day which I accepted. The item arrived very well packaged and shrink wrapped on a pallet. No damage, all required parts, good condition wood. As advised on the website, I unpacked the wood and let it dry for 2 days before assembly. We bought the Wickey smart hero for our 3 children and it took 2 days to assemble. It looks amazing and the kids love it and are having lots of fun. Only negative for me was paying over £1,100 and having to cut the tarpaulin to size myself. Albeit after I had cut the first peice for the roof I was able to complete it quickly and so wasnt too much or a problem for me but I could understand why some may find it irritating! Also the instructions could be clearer. But all in all I am happy with my purchase with Wickey.

Great product, dont listen to the negative reviews. Yes it took awhile to arrive but theres a global pandemic on so makes sense. Yes you need to own tools to put a wooden structure together.

I put my sons smart coast together in two days by myself with basic woodwork knowledge.

Delivery time is an absolute joke even in these times. I ordered my daughters swing set on the 19/04/2020 and it still hasn't arrived. Received an email on the 02/06/2020 to say my order has been dispatched and it still has not arrived. Contacted customer service multiple times for an update or tracking number and I received nothing in reply. Now i'm reading all the other recent bad reviews and the fact that assembly of their products is a nightmare due to the absence of pre drilled holes in the timber, which is a joke when home assembly is required, definitely should of bought local!!!!

I placed an order 5 weeks ago which had a 5 week delivery expectation. I have just received a notification which I was hoping was to confirm the delivery date but instead to was to let me know my order is waiting to be put in to production. There was no suggestion as to a new expected delivery time and this is the first notification I have had to advise of delay.

I appreciate these are tough times and will mean delays however communication is key, if I hear nothing otherwise I would assume the 25 days delivery expectation to be correct, only to find out at the time I should be receiving my product that the order has not even been processed.

I have sent an email asking for a refund and to cancel my order and been advised it takes 2-3 weeks to even reply to an email, shocking service turnaround for a high end product.

I was really disappointed with what we received. It is literally just a load of pla ks of wood. For the price we paid I would expect all the holes to be predrilled and the tarpaulin to be cut with the designs already on it.
We have around 1/3 unusable planks of wood due to splitting. It says to use them if they are split in the website but my husband could break them in half with his bare hands, not safe at all for a climbing frame that kids will play on!
Absolutely awful. All my contact with them has been ignored. Really cross and out of pocket. I will be requesting a refund from my credit card company due to unusable product.

Our frame arrived after an understandable, lengthy delay. Many parts are missing. The instructions are difficult to follow. Assembly requires specialist equipment such as a socket set. And the wood is not predrilled. For the money we paid, I expected the frame to come with equipment required as Ikea products come with them etc. This is very essentially very expensive precut timber. I was also disappointed that the spec says the climbing frame comes with two sandpits. It doesn’t, just two empty holes where you could put sand but this would be in direct contact with the ground. That said, I think the finished result will be reasonable if/when we get the missing parts and anchors.

Edited to add: Wickey contacted me today, approx 8wks after my complaint. Missing parts have been supplied, they state they will liaise with appropriate dept to feedback my comments re instructions and have offered 10% refund.

So many negative reviews here that they have had to wait for weeks for an order - We are the same but at least we appreciate why.

We ordered back in early may. Our order still hasn't arrived but we have had the odd email updating us. COVID has changed everything, you cant have everything next day anymore. You have to queue for your purchases even in the UK. So it makes sense that the guys in Wickey are now probably catching up on a backlog of orders Europe wide, as i'm sure like us, everyone wanted to build a park in their garden.

I'll give these guys 4 stars for now and when the item does eventually arrive I'll up it to 5 stars.

Lets show some compassion yeh?

Update 16/06: Climbing Frame arrived yesterday. It’s been almost 8 weeks since ordering. Given current climate I understand why.

The pallet arrived neatly packaged and as far as I can tell complete. Kids are looking forward to playing when I get it built this weekend.

If it could be no stars then it would be ordered swing set from them at beginning of april got told would take 26 working days no email or phone call. I emailed them to ask about delivery got told 26 days from when i bought it waited for phone call to see what day it would be arrivin and nothing. Emailed them back waited a week for a response from them thts in betwen me tryin to call them just got another email sayin that it could be another 3 weeks. I know there was goin to be a slight delay but its the fact they dont keep you updated its not like its just £100 its nearly £1000 ive payed for the swing set and anchors very poor customer service from them

Where do I start...

I’m going to keep it simple.

Ordered on the 23rd April

It’s now 3rd June no delivery. No messages, no reply to emails. I had to ring about 10x to get them to even start manufacturing the item.

Been told was dispatched over the phone on the 28th May. Asked for tracking- listen to the joke to top it up....

No tracking, we don’t know what company it’s coming from we don’t know where it is and just patiently wait for it. Is this a joke?

Now been on the phone for 2 hours waiting.... they keep saying call tomorrow every day!!!

So in Total nearly 3 months and no delivery and no tracking. PayPal dispute has now been opened. THANK GOD I PAID WITH PAYPAL!!

Please AVOID AVOID AVOID AVOID !!!

Ordered a swing/climbing frame on the 3rd May for the little lads birthday mid June. At the point of ordering the website stated up to 22 working days for delivery. Since this is now day 23, I called for an update. I was told that my order hadn’t even started production yet, and it was unlikely to be dispatched for at least another 2 weeks. Add to that however long it takes to be delivered from Germany. I have managed to find a UK supplier who has a similar item in stock who is delivering within 7-10 days so have ordered from them instead.

Tried to call Wickey back to cancel my order, waited on hold for 1hr before I eventually had to give up. Tried sending them an email to cancel, and received an automated response that said not to expect a response for 2-3 weeks!!! Going to have to try to call again tomorrow to ensure my cancellation is actioned before they get round to manufacturing it (if they ever do).

I understand that extra patience is required in the current circumstances. However, going by the reviews on this site it is obvious they were having problems way back in March/April so the timescale I was given was an impossibility. In fact they are still accepting orders on their website for the same product, stating 20 working day lead time (righteo!). Why accept orders when you cannot fulfil them???

Just to add, it might be better if they were a little more transparent from the start that everything is produced and shipped from Germany. I saw no reference to this on the website when ordering. The only clue was on receipt on the invoice after payment.

EDIT: managed to get through on the phone first thing the following morning, didn’t have to wait long. Order cancelled and money to be returned in 2 weeks (fingers crossed...)

TLDR: AVOID!

Ordered on 13th April arrived 29th May. Unpacked with no slide nor extra roof we ordered. Ordered for a birthday gift for my son and the main part is missing?! Wish I had of sourced locally instead of these extreme timescales. Rang today and had someone very unhelpful on the line, I am still non the wiser as to when I will receive the slide or extra roof as and I quote “we have lots of emails to get through so I don’t know when...” Extremely disappointed Wickey!

Very bad.kids been waiting for it,and now I have to disappoint them. Because no order arrived no refund and lost time......

After ordering it took 4 weeks to arrive but after reading some of the other reviews, I appreciate we got off lightly. When I opened it up & realised there were no pre-drilled holes & the wood wasn't marked, my heart sank as I've never taken on a project like this before. 3 days later & with the kids helping out, we now have a fantastic climbing frame that everyone in the family feels they contributed towards. Yes, life could have been a little easier for us but the kids appreciate it a whole lot more & I've learnt some new skills. Overall very happy, the woods terrific quality & we have enough spare bits to build it an extension.

I ordered in the middle of March and it was finally delivered this week!!
After my order online they emailed me to say that I hadn’t paid and I needed to pay immediately. I had to email to find out what happened...turned out they had created two orders and were chasing me for the second one!

They eventually sent me an email to say it was in production and would be shipped in a few days....over a week goes by and I have to email them again to find out where it is. I get told it’s been shipped but no tracking Information at all......I emailed and asked for tracking but no response....luckily I was in when 6 boxes of climbing frame arrived with no warning.
Opened it up to build and 6 of the main long pieces of wood for the main structure were missing. I had to phone Germany to ask if more was being delivered as I had no tracking to know if they were on their way - to be informed no that’s all been delivered. You will have to fill in a form and we will send you new missing parts ....it will take 13-21 days!!!
I have a 2 year old who’s staring at parts of a climbing frame that can’t be built and I have spent £400 on something that is useless to me.
I was told they have to phone me to discuss missing parts I can’t just tell them which ones I need. The lady on the phone said she would flag it as an ‘emergency’ on their system.
I’m still half a climbing frame missing.

Avoid unless you want to wait a month of Sundays for half a climbing frame.

It's a shame that there isn't an option for 0 star rating..
I ordered the climbing frame, a wickey smart camp back on the 8th of April with estimated delivery time of 12-20 days. The climbing frame came yesterday May 29th. I emailed and called to track the delivery but customer service is essentially non existent and it was only by chance that I was in when a lorry turned up with it. So it's 6 weeks later than expected, my child's 5th birthday which is it had been purchased for has been and gone, but it's here so drama over right? Wrong....on opening the box there instructions to build are missing. It's just a box of wooden planks and screws with no instructions at all, there is no where online to get the instructions and no one to call. I have sent an email which may or may not be responded to and am stuck with this wood that I may as well light a bonfire with. Does anyone have the instructions for a smart camp? I'm desperate to end the nightmare. I feel like it was a waste of £600 of hard earned cash. I understand the current situation but I don't understand still taking orders and advertising discounts when the orders they already have are not fulfilled or not up to standard. Pure greed at a time when people are just trying to make life that little bit more bearable for the children. My advice go elsewhere!!!!!

AVOID LIKE THE PLAGUE!! ALONG WITH FAT MOOSE AS THE SAME GROUP!!

We put through an order at the start of April for over £600 of equipment. It said at the time 10-20 working days. Didn’t come until the start of this week - we could never get hold of the company and we’re on hold for over two hours each day. Whilst I get it’s unique challenging times the lack of transparency has been shocking.

It finally arrived this week but with some parts missing, and other parts cut incorrectly including straight through drill holes. We spoke to someone on Wednesday eventually and they said they would ship the parts immediately and get back to us with an offer of compensation as we refused the peanuts £35 offer they gave considering it was a month late and still not delivered correctly.

Parts still haven’t arrived and we never heard back on the compensation so we ran again on Friday but they said we would never have been told they would be dispatched immediately and they had a backlog of over 5,000 emails.

The person we spoke to did confirm the parts had been dispatched the previous day through UPS but couldn’t find a tracking number - assured us he would get it to us the same day and also chase the compensation - never heard back and UPS have no record of any delivery scheduled for our address.

Best case scenario this company is incompetent and unable to deliver customer service of any quality - worst case scenario it’s fraudulent!

We’ve been left £650 out of pocket and with two devastated kids with no ability to actually contact the company because they don’t believe in customer service.

See the number of bad reviews they’ve had in the last two months.

Don't be fooled by the "fun" website here. The process after they take your money is anything but fun. Ordered product on 28th April, given a 10-20 working day timeframe for delivery. Just had an email, 26th May - to say what are 2 simple stock lines are now in production! It's frankly ridiculous. No messages from them, difficult to get hold of. Don't waste your time with this lot.

Order a few small things on 7 of April not arrived not even today(25 th of May). I called them. They Don t have a date of delivery not even after 6 weeks.

Absolutely shocking customer service I paid £599 over a month ago for the tower playhouse and I’ve still not had a shipping email or delivery date, I spent over an hour on the phone and when I finally got through I was told that they had made a mistake with the shipping date and had 27th dec he assured me he would rectify the issue and email me back with a date that afternoon however I’m still waiting on the email. I’m so annoyed it’s not like they are dealing with £10/£20 pound they are dealing with hundreds and my husband has just lost his job due to CONVID we saved up for months to purchase this item for our children. I’m going to find out who their trading standards are and contact them because they can’t do this to people. We understand that CONVID has delayed things but to just blatantly ignore you and tell you they will get back to you and they don’t and with the amounts of money people are paying them. AVOID!!! AVOID!!! I will be willing to edit my review if they just contact me and give me a delivery date and stick to it but right now I’d give them minus stars if I could.

Absolutely fantastic!!!
Easy to assemble, it took my brother and I only 3hrs to build. Delivery was only slightly delayed (6days) due to covid-19, however communication was excellent.
My son will have the biggest surprise tomorrow morning on his 6th birthday 😊
Thankyou Wickey!