Review Time
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.
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!
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.
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.
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