Wickey GmbH & Co. KG Reviews 6,889

Have waited a month for a response to my missing parts for my climbing frame. No response to 4x emails.

I bought a climbing frame with 2x swings but only one can be used for my children due to missing parts.

We ordered the Multi-flyer climbing frame but decided to cancel our order after finding out about the backlog of orders and very long delivery times.

Cancellation requests have to be made by email, and you then get an automatic reply saying that it could take up to a week for a response, which is quite frustrating.

To be fair to Wickey, however, both times I phoned up to check on the status of the cancellation, I was put through to a person straight away and never had to wait.

The second phone call was very helpful and our refund was issued 10 days after initially requesting to cancel the order.

It seems like a legit company with good products, who would be functioning well at any other time. It just seems like the current Covid situation and an large increase of orders has resulted in some issues.

As a UK customer, though, I was unaware that all items are shipped from Germany - I just assumed that there would be UK stock. It would be helpful to have this displayed more clearly on the website.

To echo what the other reviewers have said this company are providing terrible customer service. Indeed this is an unprecedented time and I am sympathetic that there will be delays but they do not respond or provide any updates. I have asked to cancel my order yet been ignored and the item still hasn't shipped after an 8 week wait when they said it was quick delivery. Definitely do not use this company there are a lot of other sellers of outdoor toys for competitive prices that are delivering within a week I will not use them again

Firstly I understand that during the current situation around the world delays are expected. They took payment straight away But after placing the order 6 weeks ago I decided to cancel as the product hadn’t even been shipped yet. After a week of sending emails with no replies I decided to ring the company. They informed me that they had a large number of orders and were struggling with a backlog, yet they still advertised promotions for more orders?
I was told on 3 occasions somebody would reply to either my emails or ring me back within 2 days. It’s been 10 days and still no response. I rang 2 days ago and the person I spoke to still didn’t know the order had been cancelled.
I understand about the delays especially in the current climate but what I can’t tolerate is being completely ignored as a customer.

I agree with all the comments below. Trying to recover my money for a product that they cannot supply. Never reply to my emails except by an automated message, losing hope that I’ll ever get my money back. No customer service- AVOID!

Hounded by email for payment, after I’d made payment.
Months for delivery. Arrived wrong, in a battered box, no packaging and damaged.
Apparently a replacement has now been sent, will take weeks to arrive, and the birthday it was bought for was 2 months ago!
Take ages to respond to emails, and when they do ignore most of what you’ve said.
Another large expensive play area came with no gable ends for the roof, which are vital to building the roof, had to make our own, or wait months for them to be sent.
The worst company I have ever bought from!

Well. Customer service is non exssistant. took nearly 2 months to get the item i ordered
Upon opening the package i notice the wood is cracked in places and what looks like wood worm holes all ver the wood.
also, lots of screws missing and the instructiions ar awful I'm really good with everything in DIY and it took me hours to get around the thing to start putting it up

I would aviod. it looks nice in the pictures but that's it!

Same thoughts as many of the recent comments here. I have tried and tried to get in contact to the point that I now want to get the Gardai involved as I simply dont know where my money is gone. No contact what so ever despite multiple attempts. Does anyone know where they are based in Ireland so I can contact the Gardai?

Awful customer service. Ordered well over a month ago for a birthday which is coming up this weekend. To date, I’ve not even received a dispatch email! I was mindful of longer delivery times, hence ordering well in advance. I understand these are testing times but don’t take money from people if you can’t deliver the product to them. To add insult to injury, this company seems to be still taking orders and even offering discount and promotions, despite the evident inability to deliver. Shameful service.

I didn’t realise COVID19 had caused you to not pick up the phone, reply to emails or even keep customers up to date with an apology things may be taking longer than expected. Terrible customer service, regardless of the pandemic. Don’t allow sales if you can’t fulfil them.

UPDATE:
I don’t think your reply is acceptable, it would take me half an hour to write an email and extract a list of all customers who needed a email saying “sorry were expecting delays don’t worry we haven’t run off into the sunset with your money”

Also, we have to drill the holes and cut wood, I had to buy tools to build this, not very well explained before we purchased.

Ordered over 3 weeks ago and still hasn’t been shipped. No update, no reply to my messages. Very unhappy. Will try chasing again on Tuesday after the Bank Holiday and may be requesting a refund.

I placed order start of April and was advised 21 days. Should be here latest end of month I was advised by agent whom I spoke to about the 20th of April.. I have since sent 2 emails.. Left F. B message.. They haven't even read and also the number even though says open till 4. Never connects. I've had no email updates from th
em what so ever. I now have my child's birthday pressie.. Swing set sitting in the garden since end of April not being able to be used. I am absolutely furious with this comp

Wouldn't even give them a 1! Nothing worse than spending money on your daughters birthday and never receiving it! Totally heart broken as can't afford to replace missing money! I've now contacted the online fraud company!

Made an order of £800 from Wicket 8 weeks ago, they were only quick to take my money.

Given the current covid situation I asked if they were still able to deliver. They said that everything was being shipped as normal.

Two weeks later I received an email saying that the current situation meant that they were taking longer to process orders. That is totally understandable.

2 weeks ago I was told the order had been shipped, no tracking number or information.

Last week I was told by the delivery company that Wicket had supplied the wrong postcode and they needed Wicket to fix that. I've contacted Wickey over email and got an automated reply saying that it would take at least a week to get a reply. After an hour on the phone I finally managed to speak to someone and was told that the issue would be resolved immediately.

I received no further update.

Today I have contacted the logistics company and have been informed that due to lack of reply from Wickey my goods were returned to Germany.

After 3 hours on the phone I gave up and will now try to get a refund, which given that their customer support is non existent I predict will be difficult.

Looking at other recent reviews I'm not alone in this sort of issue and unless you're willing to gamble your time and money away I recommend staying away from Wickey.

DO NOT USE THIS COMPANY!!!!!! DISGRACEFUL CUSTOMER SERVICE. I paid over £500 for my item and NOBODY can tell me where it is or even if I'm having it anymore. I was on the phone for an hour and NOBODY answered my call!

Not worth the money! Can’t rely on customer services, they don’t seem to want to respond probably because they know people will want a return! No pre holes drilled..measurements off, too many problems to write..My advice..Don’t waste time or money! Highly disappointed ..

Would advise to completely avoid this company. We bought the tinywave set. The website was easy to navigate and the delivery arrived on time. However items were missing from our delivery and no instructions were included. Pieces are not predrilled no bolts or screws were included. Have spent the last 2 weeks trying to contact customer care via email and phone with no response. I have spent over 3 hours on hold on the customer care line. Very disappointed considering the money we spent and we will be returning this item.

I bought the multi flyer deluxe and boy was I in for a shock. I am not a carpenter but have done loads of DIY like hanging new doors/skirting board etc. There are no pre drilled holes, all you have are some basic instructions and everything has to be measured. You must be carpentry trained or you would really struggle with this. Some of the wood was in a poor state as well and cracked. The biggest kick in the teeth is when you see the blue and white stickers in the advert like an aeroplane etc - all they give you is a blue and white sheet and expect you to draw it and cut it out yourself! So you need to be a carpenter and artist! Awful best to avoid!!!

Over a month after ordering (lead time when I ordered was stated as 10-15 days) the climbing frame has still not arrived. Payment was taken when I placed the order.
I received a dispatch notification a week ago - but no details of the shipment carrier / reference. No reply from Wickey to emails.
I appreciate that it’s challenging times for all businesses but the customer service has been appalling.

Constructing the frame went well beyond any flat pack furniture we have ever put together. No pre-drilled holes and rough pieces of wood. I do not think it was worth the money. It took an a really long time and I am not 100% confident in our construction as it was difficult to do. I can't see why the company wouldn't pre-drill the holes or cut the frame's roof fabric to size unless to save time for themselves.

Unfortunately we haven't been able to completely finish the frame as wood for the steps was missing and we are waiting for delivery of this.