Schleich Reviews 649

Do not order from them directly. You will not receive your goods and the customer service is useless.

My children and I love Schleich toys, however, I’m very disappointed with my most recent experience. On 25th November I ordered 9 items from Schleich, thinking that’s plenty of time for them to arrive before Christmas. I received an email from Schleich on 3rd December to say the package was dispatched. No package on 12th December so I sent the customer service team an email and they told me to expect delivery on 17th December at the latest. Today is 30th December and I still haven’t received the package. My last two emails to the customer service team have not been answered. Fortunately we’re away for Christmas, which has given me time to order the toys from Amazon, so they can be opened when we return home in a few days - these toys are supposed to be from Santa! As soon as the Schleich package arrives, I’ll be sending the items back for a refund. This is a very frustrating experience.

Really love the animals, we've been buying them for our children for years, my daughter likes to collect the unicorns etc. I usually buy from Amazon and local toy stores. In November 2024 I decided to order from direct from the website to take advantage of black Friday offers.

(Tldr: I placed the order on the 25th November... I still haven't received the order, it still says unfulfilled on my account on the website.)

I contacted customer services on the 6th December, to check what was going on as the order hadn't been dispatched and to ask if there was an issue or just normal expected delays. Told that yes, it's not been shipped yet, info passed to logistics team, wait to hear from them.

11th December I email again asking for an update as I hadn't heard anything, and expressed that I'd ordered on the 25th November thinking this was in plenty of time for Christmas delivery. Again I got, "forwarded your email to the logistics team again. They will answer your question soon."

14th December I chase it up again, saying it's really unacceptable. Point out what their info says on website that "in exceptional cases, your chosen product may no longer be in stock when we come to process your order. If that happens, we’ll let you know straight away." So since I hadn't heard from them the items were in stock. It also states "Order by 11.12. and your delivery will be shipped by Christmas" and that delivery takes between 4-7 working days. And that I hadn't had a reasonable explanation for the delay. What was going on? I was really concerned I wasn't going to get the order before Christmas.

Response was, "yes I have escalated the issue with our logistic team. I will get back to you as soon as I hear an update from them."

17th December, I ask if I will get it delivered before Christmas. 18th December I get a reply, "our logistics team is working on it"

The 20th of December is when customer services finally tells me, "Today our logistics team announced that the order cannot be shipped until December 27th at the earliest. At the moment we don't have these items in stock, that's why it's taking so long. Please let us know if you still want to receive the package."

I am absolutely gobsmacked by this. I asked if all the items were out of stock... Surely they could just ship out what is in stock and refund me the rest? The response is I will ask the logistics team and get back to you. They did not get back to me.

I am extremely disappointed and angry at the level of service given. I make the decision to not order from Amazon and just don't get what I've paid for. It took them 3 weeks and 4 days to tell me the items were out of stock. This is just not acceptable for a company to run like this. I still don't know if the full order is being shipped out, if I am getting a partial order, if they will just cancel it and refund me. It's beyond ridiculous. I will never use the schleich website again and will advise others against buying from there.

UPDATE: I asked for a refund on the 26th December, they responded on the 27th saying they check with our logistics team whether cancellation is still possible or not. If it's not been shipped it will be cancelled. 30th December I ask what's happening, as it still says order unfulfilled (despite being previously told it wouldn't be shipped until the 27th December) I have had no cancellation notice or refund. I get told to wait some time for further updates... 2nd January still says unfulfilled

The products were shipped to the uk,very very little packaging , therefore damaged in transit . Schleich service is slow to respond and are unwilling to solve my problem - I have to contact and dispute with the deliver company , whom which I have no relationship with. Schleich customer services won’t help me , I have Damaged Xmas presents due to their poor packaging not poor delivery service .

Placed order on the 10th December not dispatched till the 16th, and believe it was only then dispatched as I chased it up! 20th today and still no parcel… not great when you pay a lot of money for something and right before Christmas.

I love their toys but customer service isn’t good. I ordered well over $200 of toys from them and didn’t get any points on their reward program because it’s different than giving them your email and phone number. I was under the impression that I was signed up. When I asked customer service about it, they basically said you’re out of luck which I think was crappy. I think a good company would have made sure I was signed up and gave me my points or at least half of them. So if you order make sure you’re signed up for the rewards program which is confusing and consists of more than giving them your email and texts and getting a lot of emails from them.

Honestly, I cannot speak highly enough of Schleich. Their products are obviously very high quality but what impressed me was the outstanding customer service - seriously on a level I've never had in the UK!

I bought a bulk order of presents from the website not realising there could be customs charges when they arrived in the UK. I placed two orders, one taking advantage of a 3 for 2 offer, and another taking advantage of a 15% discount for new customers (the two offers could not be used together). The smaller order arrived fine after a check at customs but the larger order was held back and an import tax imposed. I had apparently gone about £6 over the limit for free imports, something I had never experienced before. The fee was pretty big too - about a third of what I had spent on the toys! I contacted Schleich and they refunded me the import tax fee with no quibbles. I'm used to UK firms washing their hands of customers when issues arise beyond their control but Schleich in Germany cared enough about a new customer to do it right. I wouldn't expect this courtesy again, now that I know the import rules, but it was hugely appreciated when I did not.

I really can't speak highly enough of them. Prior to this I had contacted their customer service team when I didn't receive the 15% discount code after signing up. I was promptly sent another code by a lovely lady called Marian. The original code then turned up so there must have been a lag in the system. But what amazing customer service.

I really cannot praise Schleich highly enough. Really excellent and caring customer service, second to none.

I placed an order for this on the 14th September as a gift for my son, I placed a large order with several items. The order arrived and one item was missing, I have contacted the company numerous times and now I am completely been ignored. It's an expensive item to be missing and I am now out of pocket with no way to get my money back. I am extremely disappointed by the lack of customer service, especially as my son loves these so much

Super Service! Schleich loves Kids and does their best to male them happy!

Fantastic customer service.
Bought a set (riding hall), and one of the horses was broken - not able to stand up. Schleich sent a new one plus an extra foal to us at once.

It has happened to me several times that something is defective or missing at Schleich. If you present an invoice, it's no problem to get the replacement parts. I think that's great. This has saved me a lot of returns and repeat orders.

The wing on my son's dragon has broken. I asked if I could get a replacement part. My request was answered very quickly and in a very friendly manner. Within a few days we received a new kite and a small gift. I've always been a big fan of Schleich and now even more so. Thank you very much!

Big thanks to the Schleich team for there great support and quick response/solution fix...

Amazing company! The quality of the horse club things is brilliant! My daughter has had it for the last 7 years and it still looks like new. Any issues and they are quick to act, even sending new items if something isn’t quite right! A quality toy.

Thank you very much for your quick reply. I am very happy to hear that you are going to replace the Waffe free of charge for the Blizzard Bear. My grandson is very happy to hear that.
Thank you very much!

My grandson loves these animals so I was going to buy him several. Their shipping policy stated over $40 before taxes was free shipping and under 40 was 7.99. I couldn't figure out why they were charging me 8.99 shipping on my $42 order. I reached out to the company and they said they changed their shipping policy. They didn't honor the posted $40 policy even though I had screenshots and they could see it was a posted policy on their site. Apparently, fraud and deceptive practices are how they operate as they are charging more than posted price.

A small part of our daughter’s horse club set broke and she was inconsolable. The customer service acted quickly and sent a free replacement. Happy daughter and definitely a happy customer! This is why I happily pay a slightly higher price for Schleich than buy offbrand products!

My children love to play with the Schleich animals and creatures. Unfortunately one piece was missing in the last present my son was given. The Schleich customer service was very helpful, replaced the missing part and added a little surprise. Thanks a lot to the team!!!

Small defect in a new Set. Got a free package with replacement parts and a small present. All went really fast and communication was good. Child is happy, so am i.