Schleich Reviews 651

very, very, very poor customer service... I wrote months ago, asking for a replacement part... no answer for serveral times, just the automatic responder... this is not helpfull

It's my fault but I accidentally got paint on the pearl essence on a mermaid toy that I got from schleich (bayala range) the tail is from a purple haired mermaid with a white pearl essence tail product number 42509. They don't make that toy anymore but I have seen it on US schleich websites.

I made a custom mermaid by doing a torso swap because I wanted my childhood toy (a different toy but same one, called Oleana) to have a mermaid form. I knew schleich wouldn't make one so I put the two halves together with my stepdad's help (as grim as it sounds). But years later I had to do some paint touch ups as it was coming off.

Somehow I got some on her tail but I didn't realize wiping it off would make all of the paint come off that easily I thought schleich paint was supposed to be somewhat durable. So now her tail is dim with no shine. She's at an expert toy hospital for repairs for that and to make her look better all around in general, but they won't be able to make the paint on her tail look as good as schleich's version I doubt and all I wanted was help from schleich by them sending me some of that paint from one of the factories in the world, in a nameless tube so I wouldn't know their secret paint brand, but they refused to help.

They didn't even respond to the first email until I called back the woman from the UK help center, a month later. Their headquarters gave the most patronising response and excuses not to help in anyway and said that my toy requests to make their own version of Oleana as a mermaid as well as Sera, Surah and Marween to have mermaid versions too is not possible because "they only make elaborate schleich products" in other words your ideas are not good enough and suck. I think there was some miscommunication and they thought I was asking them to copy my custom mermaid which I wasn't, I was only asking for their own version to their standards. They made mermaid versions of Feya and Eyela, so are they saying they are not elaborate too!??, And not even for Eyela's other friends to join her in the sea 🤨😒.

So I'm not upset that they said no to the requests but their lack of response that I needed to chase them up for it and their phrasing of the words "elaborate". Like if I was them I would have said "We love your ideas but sadly we have discontinued the mermaids and fairies because they were not selling anymore and also we can't guarantee that we can make everyone's requests come true". Like manners cost nothing. They did offer me a new mermaid as a "good will gesture" in their words. But I don't want another one when I have all the other mermaids and it was my childhood toy that needed fixing to suggest she's replaceable means they completely miss the point and don't understand anything about how important she is to me.

I did ask for another whale instead, but it had the same issue as the other one I got, with paint being removed when you take off the sticker and on the schleich website it shows it has paint missing in that area so it's obvious a manufacturing problem and not my luck. I haven't contacted to ask for another one because it would have the same issue so now I've got to spend more money on repairs to fix one, and the other I'm going to have to re-home.

I have a huge collection that I have been collecting since 2006 so I would have appreciated the effort from them as one of their supporting customers.

I hate how schleich is now aiming at just small children in the Bayala range now instead of how it was when I was a kid. The quality in appearance has come down a lot since then and all of them are cartoony looking now instead of the realism that old Bayala had. It feels like us old fans have been alienated. It's also sad I won't be collecting from them much longer because they don't make the fairies and mermaids which was the reason I enjoyed collecting to begin with. The customer service person she was helpful as she was able to be but only when I called back. In that time she didn't bother to try and push for a reply from headquarters until then. Customer service isn't that great or genuine unfortunately and I'm just disappointed.

very, very bad!
Next week we have June and we are still waiting for pieces which are demaged. It was a present for X-mas!!

We will never buy any more products from SCHLEICH!!

I have bought a christmas present for my 7 years old daughter. Unfortunately, 3 pieces were damaged and could not be assembled. The customer support has tried to send the damaged parts, but due to some stock problems, this was not possible for more than 4 month. As a compensation, Schleich send us a new set and will provide us the missing parts in the middle of the year.

My grandson received a Harry Potter with Patronus figure (42680) for Christmas. Unfortunately the figure had a missing arm. I applied for a replacement arm on January 7th and was advised that it was in the process of being sent although there were a lot of requests waiting. I have sent repeated emails, advised that it was being sent but still no result. I have asked for the name and address of the CEO but have not received a reply.Foir a company who produces excellent figures, it is severely let down by their terrible after sales service. I keep telling my grandson that it's on the way but it never arrives. Disgusted with the service!!

I‘ve bought a Christmas gift and one piece was missing and another one couldnt be assembled. I‘ve contacted the customer Support and yes, it took a while until i received the replacement but i was always informed about the actual state of my request. And on top: i received another email in which they apologized for the long waiting time plus we got another small surprise. In times like these - this is a rarity. Thank you!

After Schleich’s response in August, two months have passed and I haven’t received anything. I’ve lowered the rating to one star.

We love these toys; my son has over 300 figures. However, this Christmas he received the 42678 "Eldrador Creatures" kit as a gift, and one of the parts was missing (10164903). I've tried contacting them both through the spare parts form and by email (I got a response once, but no solution), and I haven't received a solution after 5 months.
It's great to make good products, but it's also great to have good customer service.

We loved Schleich way before our latest happy surprise. Played with it for years and now our girls are always creating new adventures with the items.
Recently I asked Schleich for a replacement of a part that we missed on a truck.
I wondered if we could buy it if available.
The answer took a while, but I didn’t mind it any more.
Then an email arrived with the message that individual items were not available, but they had a surprise for us in store. They would just send us the entire box with everything in it…new!
I couldn’t imagine that so I didn’t think of it any more, but several weeks later a new box with the trailer and truck was delivered.
My daughter is over the moon, as you can imagine.

Have to say: “No better service than that!”

We thank Schleich and Chief Marketing Officer Kristina especially. Thank you for filling our world with joy!

We recently had a small issue, and I was absolutely amazed by the way Schleich handled it—with genuine care, kindness, and a personal touch. Their response went far beyond what we expected and truly made our family feel seen and valued.
It’s rare to come across a company that not only creates magical toys, but also spreads joy through such thoughtful customer service. Thank you, Schleich, for reminding us that even small moments can turn into something truly special.

I purchased a horse transporter a lot of money and have parts missing. I also got a wedding carriage and that had 1part missing. I contacted customer services and filled in the parts from the parts list and took photos 2 times. No reply, not a word so did it again still nothing.
I have purchased all the sets for my Granddaughter but if they are not going to replace missing or lost parts I wish I hadn’t.
Disappointed in this company

Disgusting customer service.

Ordered a large amount of figures for kids for Christmas, one (a limited edition) arrived broken in transit. Customer services advised I complete a replacement request form which I did in December.

I never heard back, so chased repeatedly in February, March, April, at first the response was ‘yes your item will be replaced’ which now has turned into ‘it’s out of stock so we can’t replace it’

This is incredibly annoying after 4 months and countless emails, but if it’s oos then sobeit. So I requested a refund. Schleich REFUSED! Instead they want to send me a ‘gift’ different figures which I don’t want as we already have, I emailed saying no thank you I want a refund not other goods.

No response at all. Twice more I have emailed requesting my money back and they are now just ignoring me. It’s not a huge amount of money but it’s a joke; I ordered and paid for goods and I have nothing to show for it other than hours and hours of frustration and wasted time, be careful if you order because if something goes wrong they clearly do not care about putting it right!

A part of an Eldrador-set was missing, after a long time of waiting and two additional support contacts we get a full new set. Waiting was hard, but worth the time.

Incredible service! Instead of a spare part we received a complete horse club product! My girls are totally in love with Schleich, with this kind of service I will for sure continue to support this company!

A part was missing from our set. We contacted the Schleich customer service, and after waiting for a while, not only did they send us the missing part, but a completely new toy as well. The wait was definitely worth it...

Very poor customer service. Impossible to contact them to get replacements for missing parts. Seems simple from website with online form but they never respond!
Trying to get them on the phone is impossible too as they simply disconnect after a long wait.

I recently ordered a bundle of Schleich toys from their official website for my daughter, who absolutely loves them. I was pleasantly surprised to receive 10 animals for just £20.00, averaging £2.00 per toy—an incredible deal considering these typically retail for around £6.99 each in toy shops.

The only downside was the delivery cost, which was quite high, but understandable as the items were shipped from Germany. Despite this, shipping was fast, and my order arrived within a few days, with all toys in perfect condition and exactly as described.

I haven’t needed to contact customer service, so I can’t comment on that aspect, but overall, I’m really happy with my purchase. Great quality toys at an amazing price—I’d definitely order from them again!

SMALL CLAIMS COURT ONLY SOLUTION.
You pay and get nothing back. No goods and no refund. Still attempting to get my money from November 2024 and it’s now February. Looks like I will be going to the small claims court to get what’s owing from this company.

Placed order direct with Schleich. Parcel arrived and toys inside were not what I ordered.
So have a disappointed 5 year old who didn’t get what he wanted for his birthday.
Awful customer service. Tried emailing and direct messaging on social media - no response. Left with no choice but to raise a claim via PayPal to get my money back.
Avoid at all costs!!!

We bought a Schleich Christmas calendar for December 2024, which my daughter looked forward to opening every day. When she finally has to open the gate where the big horse (to which all the accessories etc. should fit) it is a totally wrong horse (the correct one is pictured on the back, where you can see all the accessories). The horse is ugly, the wrong one and doesn't match the other accessories in the calendar. I immediately wrote to Schleich. They answered me immediately and I was very happy with what I thought was good service. I was told to fill in a form regarding the wrong horse. I did immediately. I waited two weeks. Then I wrote and asked for an answer. They wrote that it would take 3-4 weeks. After six weeks I wrote again. They didn't answer. I pushed for a response and was simply told to write to their "spare team". I have done that several times and I'm still here seven weeks after without the proper horse. Totally rubbish and such poor service.

DO NOT ORDER from them directly. I received an item that arrived damaged and they advised that they have 8-12 weeks to respond to my complaint. Whereas their deadline for returns is 14 days. Totally unreasonable.