Plum Play UK Arvostelua 3 277

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.

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