Plum Play UK Omdömen 3 249

We ordered a climbing frame costing nearly £400. It was delivered without issue. Upon opening, we discovered that nearly 150 screws were missing. Contacted customer services via email, who do not reply and there is no phone number. I’ve reached out via their email, their online chatbot, Facebook, Instagram, even their marketing email address, and nothing. So now we’re stuck with a huge delivery that cannot be used and my daughter is sad as it was supposed to be her birthday present. My next port of call is reporting to Trading Standards. I don’t understand how an established company can have such awful (non existent) customer service. Plum Play, if you’re reading this, please please email me! Thanks

Purchased a swing set with slide in March last year, and just over a year later the slide developed a serious fault. The plastic cracked around the fixing point and the slide completely detached while my child was using it. Thankfully no injury, but it was a genuinely dangerous failure.

What’s most disappointing is the response from customer service. Despite providing photos and explaining the situation, the issue has been dismissed as “wear over time” or installation-related, with no clear evidence. There’s no guidance in the instructions about tightening limits, and the product was assembled as expected.

For a children’s product, I would expect a much higher level of durability and safety than this. Instead, I’ve been told the item is out of warranty and directed to purchase a replacement part at my own expense.

Very concerning from both a product quality and customer service perspective. I would not expect a product like this to fail in such a way after such a short period of normal use.

Ordered 2 cubic metres of play bark for my daughters play area. Received no communication regarding delivery and when I query they simply said that it’s sent by a third party and that I need to contact them. I then requested to cancel the order which was ignored. The item was then delivered the next day and placed right in front of my side gate making it impossible to actually get the play bark out and into a wheelbarrow.

Customer service is amazing! Replaced broken jump mat, springs and poles. Kaya Went extra mile to help.
Facing buying 5th trampoline in the past 7 years (if my kids tested trampolines, none of them would reach the market) i went for Plum because at least I would be able to buy spare parts rather than the whole trampoline. PLUM trampoline is SOOO easy to assemble!!! Secondly as already mentioned customer service is absolutely fantastic.

They got back to me quickly and I was satisfied with the outcome. Many thanks,

We bought the 12ft version of this trampoline in April last year to replace our previous Plum trampoline, which lasted 5 years. The only reason we replaced it was due to a broken zip on the net, and at that age we accepted that.

This replacement has been a huge disappointment.

By August — just 4 months later — the trampoline was completely unusable. The net had been destroyed (initially we thought by birds, but it turned out to be foxes).

I appreciate that wildlife isn’t Plum’s responsibility. However, this is an outdoor product. It should be durable enough to withstand common outdoor conditions, including animals, for longer than a few months.

The bigger issue is this:

There are no replacement nets available.

I have been trying to purchase one since August last year, and they are simply not sold separately. This means that once the net is damaged, the entire trampoline becomes unusable.

To summarise:
- The net failed within 4 months
- It cannot withstand normal outdoor conditions
- There are no replacement parts available

A product at this price point that cannot be repaired and becomes unusable within months is not fit for purpose.

Absolutely awful service! I ordered a double swing for my daughter's 8 birthday. We went directly with Plum as they advertised shipping within 3 days. This never materialised. When contacting customer service we were the. Told it would arrive 2 days after that. Now late for my daughter's birthday (her main present) we waited in for the delivery slot, had friends on standby to get it built as she knew it was arriving and was excited. Just before the time of delivery was due we received an email to say they had cancelled delivery and someone will be in touch to rearrange. There is no number to contact anyone, and no replies over the weekend. I have had no contact regarding redelivery. I have a very very upset little girl and I feel my £180 was not very well spent with what a thought was a reputable company!! I would like a reply and a solution asap.

I bought a climbing frame with slide and 2 swings for my twin grandsons to enjoy… the disappointment they experienced when we unpacked everything to see that no bolts and screws were in the box so it could not be built! And because it hadn’t been opened and checked within 2 weeks (I mean why would we when the boxes were intact and bound!) the customer service response was basically tough luck! When I then asked to buy the hardware I was told it was not in stock even though the frame is still being sold! NOT HELPFUL AT ALL… AND IT SEEMS ALOT OF FRAMES HAVE BEEN SENT OUT MINUS THE HARDWARE!!! I will never use this company again as the service was appalling!
In response to plum plays reply to my review… the helpfulness is being offered a little too late!

An item was damaged when we received our kids plum play climbing frame. There was no hassle our difficulties when reaching out to seek a replacement. They went above and beyond without to much fuss or issue. Great support and all round service.

I ordered from Plum play and they sent the wrong order. Initially the response from customer service was poor but but once Courtney picked up the problem everything was quickly sorted to my satisfaction. I knew this product is good [a friend bought one] and the price was excellent. Fortunately my Granddaughter is to young to know her present is late!

Helpful customer service. Amazingly quick dispatch and delivery. Trampoline exactly as expected and loved by children (and adults!)

Quick turnaround and helped to change the delivery address ensuing a safe delivery

Excellent customer service. Quick and very helpful.

Our Nursery children were so excited when we included the Forest Water Run in our outdoor provision. Unfortunately, it broke in two places the first time it was used and Plum Play have refused to provide us with a replacement saying that we were at fault by over tightening the bolts during assembly. So disappointing at every level.

Company charge remote Highland and island shipping rates, but have the most bizarre and ridiculous shipping zones.

Central Glasgow and Edinburgh are considered as 'remote highlands', meaning my small parcel of replacement fabric will cost £21 delivery instead of £6.95.

Avoid due to rip off shipping.

Seriously would not use or waste your money, ordered over £2400 worth of items for a school which we fundraised for via the pta charitiy. Items were delivered in winter and 2 boxes were missing to build the giant tee pee. Plum want us to rebuy the missing boxes rather than just actually sending them out . I’m quite disgusted and massively disappointed as we chose to use a UK family run business which is also quite expensive but lesson learnt there.

I will edit that the two missing boxes have now been delivered - original delivery was December so Courtney has gone above and beyond and is actually a credit to the company as prior to this I spoke to numerous people who all said no.

I had an issue with a part that arrived damaged, and the whole experience with Plum Play’s customer service was exceptional from start to finish. It was really easy to contact the team and attach photos to show what had happened. I received a reply in just 24 minutes, which is incredible.
There were no back‑and‑forth questions, no hassle, and no stress. An apology was given straight away, a replacement order was raised immediately, and the part was delivered to my door without me needing to do anything else. The whole process was handled quickly, kindly and professionally.
The product itself is fantastic — great quality, very easy to put up, and it looks brilliant in the garden. The kids absolutely love it.
Highly recommend both the product and the outstanding customer service.

The kids play table with the sand pit one side and water box the other side is decent quality and very well priced. Around half of the pieces didn't come with the holes pre-drilled, so there was a bit of measuring and drilling required, but it was ok. For someone who's not a DIYer, this might be a problem. The warranty registration process didn't include the item I bought (at least not as named on the box), so I picked the closest sounding thing and warranty registration was confirmed. So whilst a couple of issues, can't complain really, as the table is cheap as chips, sturdy and made of proper solid wood.

Fast prompt reply to my question with relevant material attached