Plum Play UK Arvostelua 3 266

Ordered the discovery treehouse and readhed out regarding crucial pieces missing (all vertical poles). Took a week to get any response which based just acknowledged the complaint and said they would look into it. No response since (4 days ago), no update. This was my sons birthday present and I've since had to go and buy him a different present and all of the parts of this are sitring useless jn my shed and nearly £500 down the drain. Absolutely terrible service and very stressful. AVOID!

I have been sent no tracking info yet the account says item due today - is that due to me?
They have removed the ability to phone and talk to them. They have a useless AI agent on the website so you don’t get any help and if you email they take 48 hours to reply. I never ever would have ordered from them if I knew they were impossible in providing any level of support
Awful

We bought a climbing frame that we can’t assemble because the pieces don’t fit. It was for a birthday present so naturally we were frustrated.

There’s no phone number, so we emailed. It took six days to receive a reply which wasn’t helpful, when we replied to this email, it took a further five days before we were fobbed off with a ‘referring to our technical team’ email that has been followed by yet more radio silence.

Have tried other avenues to contact the team but have had no luck.

Poor product. Terrible customer service. Avoid like the plague.

Bought a swing set, great quality
Had an issue with the slide almost a year later , fantastic experience with customer service who sent out a new slide attachment the following day with next day delivery
Will not hesitate to buy from again!!

Great quality trampoline. The kids love it. The assembly instructions were a bit confusing so it took us a bit longer to construct than we had hoped but we are really happy with the end result. Definitely recommend!

Great service by Plum Play

Absolutely do not buy anything from this useless company. Its utterly shocking and downright shameful how they treat their customers. I recently bought a mud kitchen for my granddaughter for her birthday. Obviously I bought it early and hadn't noticed the breakage (it's a very large heavy package) until we put it up after her birthday. It's unusable without the broken part and they will not accept responsibility. Or rather too they haven't even had the courtesy to reply to my complaint. You cannot call or get hold of them so don't bother waisting your hard earned money with this so called family company as what you get is completely useless.

Brought a swing set and glider. Delivery arrived on the 4th working day which was absolutely fine. I did a bit of research on the website and found the package was either parcel force or XDP. This could have been clearer when the tracking number was provided but I just put the number into both websites and found it to be XDP so I downloaded the app which gave me more details of where the parcels were. The swing set turned up, it is good quality and assembly was relatively straightforward. You should expect to build a flat packed item after all. No issues from me and the kids are playing on the swing constantly. Money well spent in my opinion.

Super fast delivery great solid swing set for the price easy to build a very happy little boy

Horrendous - ordered for little girls birthday present well in advance. Quoted 2-3 days delivery, now approaching 5 with ZERO updates and will miss our daughters birthday.

Unable to speak or chat to an agent just submit a ticket

TERRIBLE customer experience

TERRIBLE delivery experience

WILL NOT ORDER AGAIN - WOULD AVOID

4 days and still no response to my customer service message about missing items from my order. The message on their old phone line says that to handle calls “quickly and effectively” they have moved to an online system. I beg to differ!!

I also what happens if/when they do get in touch. Will I have to wait days again if I send a message back?!

Utterly infuriating. Leaving this review in the hope someone actually responds to me!

My slide arrived damaged, apparently they are sending a new one ‘urgently’ but this hasn’t been delivered with no indication of when this might be, and now they are not replying to me. Also this company is refusing to pick up the faulty one, so I’m currently £160 out of pocket without a useable slide, and stuck with a 8ft useless piece of plastic that I somehow have to dispose off because they won’t pick up because ‘it’s recyclable’ … I can’t exactly put it in the recycle bin!! And my car isn’t big enough to fit it in either. thoroughly recommend avoiding this company.

Sadly my trampoline has been marked as delivered at the weekend, yet the Royal Mail photo is not my garage (or my neighbours!) I’ve had no contact back from Plum customer services despite my emails and messages. Please Plum Play UK help me out as it’s for my daughter’s birthday next week 😞 Ironically I was charged an additional £14.95 for tracked delivery

I would say that don’t buy from them as bad customer service and incorrect measurements of products on their website. Hours of assembly time needed.

I bought two types of kids activity play product from them and trying to return one of them as per 14 day return policy. I have submitted two tickets with them to request return but getting no response .

On top of that, one we liked and decided to build spending 5 hours, turns out to be the incorrect measurements from what’s on their site for the product. It says 2.03 metres height but it’s just over 1 meter and my 1 year baby probs can only use for few months only after spending £250 plus 5 hours of building time.

So please stay away from them.

Lack of human contact, company insist in online ticket system - this makes it extremely difficult to chase an order if you don't have internet access (data or device)
The contact number 0344 880 5302 refers you to their online zendesk trouble ticket, which asks you for information such as SKU number, very difficult to fill in when you have not received notification of your order but you can see Plum Play have debited your credit card.
They could improve with a call back option on their 0344 880 5302 automated annoucement - this would help in them in scheduling return calls to customers or send SMS text. The contact details are not easy to find - under UK law (Companies Act 2006 and Electronic Commerce Regulations 2002), businesses must clearly display contact details on their website. This includes a geographical address (not just a PO Box), company registration number, email address, and VAT number if applicable, providing a method for direct and rapid communication.

Plum mud pie kitchen is the worst product I have ever spent time and money on. Just spent 2 hours putting it together and taking it apart because the instruction are so bad and the measurements don’t match the actual parts to then discover an integral part is missing so had to dismantle it all to send it back. Needless to say I will not be getting a replacement or buying anything else from this company. EVER!

I order a swing play set for my daughters over two weeks ago. The delivery stated 2-3 days and after a week of no communication or a dispatch email I started chasing them up. It took another 5 days for them to respond only telling me the item that I had ordered was out of stock. So they weren't even planning to message me saying the £170 order I had made wasn't planning on even being dispatched? I have then chased up another 5 times since the purchase and zero response. They're closed their phones lines and do not respond only any platform. They've taken the money and I now can't get hold of them. Poor communication I do not recommend this site at all!

13/5/26 edited as Plum Customer Service asked if I would reconsider my review, following resolution of the problem. After attempts to contact via
email, online chatbot, Facebook, Instagram, marketing email etc etc, I still didn’t get a reply. Once I left a one star review on Trust Pilot, they got straight in touch. They did eventually send out a replacement accessory pack with all the missing screws (plus many replacement bits that we didn’t actually need but were already included in the pre-packed box). We got there in the end, but it shouldn’t have to be this way when customers spend many hundreds of pounds. I’ve added a star as we now have a fully functioning climbing frame (albeit a very late birthday present for my daughter). Just be aware if you do order from Plum that you may have a battle on your hands. And if you’re buying for a present, order a good month in advance to allow for problems to be resolved.

9/4/26-
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.