“DO NOT ORDER ANYTHING FROM WICKEY!!
A quick scan of the 5* reviews on Trustpilot will reveal that they are quite obviously fake. Take a look at the 1* reviews for the real Wickey customer experience.
3 months ago I ordered the ‘Tower Playhouse Smart Coast House’. The estimated delivery date came and gone and still wasn’t dispatched. I contacted Wickey and they said I had paid (impossible as I paid on the website and had to send them confirmation on my bank statement). Eventually they sent it out and it arrived weeks after they said.
On arrival I unpacked all the wood and to say I was shocked at the quality of the wood would be an understatement! Not only is the wood covered top to bottom in green mould (I know some green can show after pressure treating but this is extreme) but the wood is so poorly cut, warped, wonky, unlevel and has very rough edges. Do they have a quality control process??
I did a stock check of the parts and found multiple missing pieces as well as pieces that I just could not use as they were so bad. I contacted Wickey who said they would send more out (took another few weeks to come).
This is more than a DIY project, Wickey do absolutely nothing but raw cut the timber. You have to pre-drill every single bit and because of the quality of the wood, you have to sand every single inch and corner of every single piece. There is absolutely no excuse as to why they can’t do this as part of the manufacturing process!!
Onto the construction… the assembly instructions are up there with the worst I have ever experienced. The worst part is that on one page they tell you to pre-drill multiple planks of wood for the platform at a specific measurement, then you turn the page and the holes don’t line up with the joists!! This has caused me to have 52 x 3mm holes in the platform. This will not only weaken the structure but also now allow water into the wood!! I raised this issue with Wickey who told me they would raise it with their tech department. I asked to send it back which they denied and offered me a 5% refund!! The cheek of it. The ‘tarpaulin’ decoration you have to cut yourself and looks awful and cheap.
The customer service at Wickey is 100% the worst I have ever dealt with. Most of the time you cannot get through, if you are lucky enough to get through to someone then they just feed you the same lies. I have had upwards of 20 conversations with the CS team and the issues are still not resolved. All they keep saying is they need to speak to a manager and will be in touch. Days pass and I ring again and get the same answer. I am so fed up at this stage the whole process has been horrendous from start to finish. I just want to send it back or get an adequate refund.
FALSE ADVERTISEMENT… and another thing. The ‘water slide attachment’ is absolutely not a water slide attachment. There’s no hole into the slide and if you drilled one it would just squirt upwards. More lies.
I have never left a review in my life but I feel like I have had no choice with this one. Months on and still no solution.
If anyone wants any further evidence of the issues I am talking about, please reach out. I have lots of photos to back up everything stated above.
STAY CLEAR AND DO NOT WASTE YOUR MONEY HERE!!!”
“Product never arrived!
I placed an order on 25th March 2024 with an expedited delivery date of mid April for a special occasion for my daughter. I ordered through Wickey French website as the delivery address is at our French house so I wasn’t expecting delays as a result of customs within the EU and the order was placed before the Easter holidays. Wickey produced an invoice dated 16th April, which indicates that the transaction has been entered in their financial system and being manufactured. Suffice to say 3 months later and I have received nothing apart from emails promising delivery updates within a week, no updates, no delivery and a very, very disappointed 4 year old daughter.
Frankly I’m appalled that this company is allowed to carry on as it does. I have emailed them weekly for the past month chasing for delivery dates only to get fobbed off with empty promises of confirmation next week etc. Last week I write again and formally complained to them by email, not surprisingly I received an automated reply and nothing more. Today I raised a dispute via PayPal, I had used their credit to make the payment and hope that Wickey either act now to complete the order or refund; as I appear to be bankrolling their company I’d like to see some compensation for credit costs included in their settlement.
Whilst I accept that over trading can happen through no fault of a manufacturer especially when there is a sudden and unplanned flood of orders; a responsible manufacturer would immediately update their customers giving them options to cancel and go elsewhere or provide a committed delivery date an perhaps compensation. I wouldnt be surprised if something slightly more mischievous were a foot in this case. I continue to see the same products are being advertised with the same delivery lead times; I have found other manufacturers in Germany and France who clearly are able to fulfil orders and who don’t get negative reviews, is it possible that this manufacturer is using customer credit for their own benefit…..surely not!
My only regret today is that I didn’t check Trustpilot before placing the order!
Wickey you should be ashamed of yourselves, your business practices are looking very dishonest; offering a product with a delivery estimate that you clearly are unable to meet while continuing to advertise the same product and delivery lead times on your website and through several online retailers. I wonder if anyone has checked German legislation to see if this breaches misrepresentation…..
Come on Wicket do the right thing and stop abusing customers, their trust, and taking money before you have manufactured the product.”
“I am loathed to write bad reviews as I understand the impact they have on businesses, but customers need to be aware of what to anticipate and how to manage their expectations.
Simply put, the worst service I have experienced, very poor customer care and communication throughout. I had expected some delays after missing the pre Christmas deadline by a few days, but I didn't expect this to result in a 3-month lead time after the delivery window was moved to mid February as a best case scenario.
After canceling my order, I was told it would take 14 days for a refund to be processed - German efficiency seems to be lacking here.
Please consider this before using this company.”
