Outdoor Toys Reviews

Name: Outdoor Toys
Address: OutdoorToys.com, Montgomery, OutdoorToys.com, Powys
Rating: 4.72

4.7 Rating 4,694 Reviews

95 %

of reviewers recommend Outdoor Toys

4.7

Based on 4,694 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 62%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	2.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Visit Website

Phone:

01691 888924

Email:

info@outdoortoys.com

Location:

OutdoorToys.com,
Montgomery,
OutdoorToys.com
Powys
SY15 6HF

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Outdoor Toys 5 star review on 11th February 2022

127

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“They supplied a bike which was completely faulty and the brakes consistently locked out and threw my 3 year old from it nearly putting him in hospital. It took them nearly two months to send a replacement and the same thing happened. They collected both items for testing and told us it was assembly error, but they tested the bike assembled (where the brake was incorrectly working so of course it’s not working correctly!) They refunded only half the value of the bike and NEVER disclosed that they would be charging £60 for their courier to collect the bike to test it! Now I’m hugely out of pocket and can’t afford to buy my poor child a replacement bike from anywhere and they couldn’t care less. Terrible product and terrible service. Totally gutted.”

Helpful Report

Posted 1 week ago

“*23 days delivery *Lack of communication - little to none *you will have to chase the order yourself when it doesnt arrive when expected *no prior expected delivery date you just get a email to say it will delivered today 8am-6pm *delivery will be split in multiple deliveries so expect to waste more than one day waiting for your delivery”

Helpful Report

Posted 1 month ago

“I wish I had read the reviews before using this unprofessional company. I purchased a trampoline from this Outdoor Toys in the hope it would arrive for my daughter’s 5th Birthday. I telephoned ahead before placing the order and was advised the best way to proceed (in the hope that it would arrive on time) would be to place the order and email in to ask for the order to be marked as urgent. I asked the advisor if I could order the trampoline over phone with him as I was having difficult using the website, he said that was not possible, so I placed the order online. I followed up my order with an Urgent request via email (as per requested - the item was needed 1x day inside the normal 10day lead time) Nobody responded to my emails, the following week I resent the emails to hurry the order along as I not heard anything. The item arrived incorrect and a day late. I did not sign for the delivery as the driver just dumped it on my driveway, Frustratingly I was in the house but they didn’t even knock the door, as soon as I came out I realised it was the incorrect size. I realised it was my error so contacted Outdoor trampolines. I have to say the customer service is down there with some of the worst I have ever experienced, Outdoor Toys are not willing to help or shoulder any of the responsibility, they have said I need to arrange courier service for a 200lb trampoline before I can reorder the correct size. This is going to cost me hundreds of pounds to return then reorder the correct size. The man on the phone that answers the calls is really friendly but you get passed over to a lady called Debbie on the emails and she is not willing to go out of her way to help customers out and just emails the rule book back to you without thinking outside the box. She has left me feeling cornered into keeping an item that I do not want and all I want to do is change for a 14ft and not have a 12 Date of experience: August 26, 2024”

Helpful Report

Posted 1 month ago

“WOULD NEVER RECOMMEND USING THIS COMPANY. ORDERED A SLIDE FOR A BIRTHDAY PRESENT WHICH WAS NOT DELIVERED WITHIN THE TIME SCALE PROMISED. I EMAILED TO CHASE AND WAS ADVISED THAT THIS WOULD BE DELIVERED BEFORE THE 10 DAYS STATED. 10 DAYS PASSED STILL DIDN'T ARRIVE I HAD TO AGAIN CHASE THIS AS THE BIRTHDAY HAD NOW PASSED AND WAS TOLD IT HADN'T EVEN BEEN PICKED AND DISPATCHED SO SHE WOULD MAKE SURE THIS WAS DONE. WHEN THE PARCEL DID FINALY ARRIVE ONLY HALF A SLIDE ARRIVED SO AGAIN HAD TO CHASE. STILL NO FULL SLIDE AND OVER A WEEK LATER THAN PROMISED ON 2 OCCASIONS.”

Helpful Report

Posted 1 month ago

“Ordered replacement central poles for my trampoline last year and only received half of the required amount. Disappointed with after sales and length of time they took to reply to messages - quick enough to take orders, less so with issues”

Helpful Report

Posted 2 months ago

“DO NOT BUY FROM THIS COMPANY I placed an order for a climbing frame for my granddaughters birthday. The money was taken straightaway over £400. It said it was in stock and would be delivered in 7 to 10 days. After 2 weeks of hearing nothing I chased it up only to be told it was yet to be processed. I explained it was for my granddaughters 3rd birthday & party the following Saturday and was promised it would be fast tracked and I would have it by Friday latest. Tracking information would be sent later that day. No tracking arrived and I rung every day and was told more lies … it’s on the lorry … it will arrive. By Friday absolutely nothing … rung again holding on as usual for over 20 minutes each time and then told no it wouldn’t arrive today and worse still they didn’t know when it would come!!!! They didn’t care less that a 3 year old would be disappointed that her present would be there for her birthday or party. Secondly my husband had taken a day off work to build it ready for her birthday/party as they had assured me it would be delivered!!! Apart from ringing every day I also emailed them with no success. On the Friday it should have arrived after me losing it with the non interested couldn’t care less customer services girl I was then called by Shaun. Shaun apologised for the delay was so sorry would speak to the courier company and call me back. Said he would offer compensation but more importantly I would get my goods. Hd then emailed me at 4pm (obviously just as he was going home for the weekend) saying he had no further update as yet!!!!! I now have to disappoint a little 3 year old on her birthday that she won’t have her present or be able to have her friends play in it at her party and I am out of pocket for over £400 with no idea of when or if this climbing frame will ever arrive. PLEASE DO NOT MAKE THE SAME MISTAKE AS ME and share this with your friends. They are the worst company I have ever find across and should be stopped from trading.”

Helpful Report

Posted 2 months ago

“Placed an order and delivery was really slow. Was being delivered in 2 packages and only received one. Have spent a week trying to follow up and even though I've been told it's on a priority list, 5 days later I'm still waiting and it hasn't even been dispatched. Dreadful service, looking at the other reviews the company is clearly having issues so I would avoid.”

Helpful Report

Posted 2 months ago

“We ordered a very large rebo trampoline during lock down and after the safety net began to perish and was no longer safe last year we contacted outdoor toys and Rebo which I believe may be one and the same. After several emails where we were asking if we could purchase a replacement safety net we were just ignored. I even offered to pick it up directly from them. In the end they said we could not buy just the net which is an absolute joke. Would not recommend these people at all but would definitely recommend jump king.”

Helpful Report

Posted 2 months ago

“Well several times been promised the climbing frame will turn up several times waited in, 30 days now since ordered little lad disappointed his present didn't come 7 to 10 days delivery quote, in stock, the company really don't care several emails and phone calls, would not recommend this company at all, booked a weeks holiday due to a newborn baby thought it would be nice to just have some time in our garden entertaining our little boy while the newborn settles in piece of mind when I go back to work the wife can relax and spend time in the garden easing the little boy into the massive change in his life but that's passed and gone and nearly a month now wish I'd just gone with another company and it would have been so much easier and nicer for us while the weather was nice, total let down and a company who really have no interest one bit, Update turned up 31 days missing major parts going to buy the parts of another company who will supply next day, nice to see some buisness still have values unlike this one Update Opened first box (swing boat) 2 parts missing so after travelling to get missing wood I now have to get missing parts for a swing Update Several pieces of wood split, again another trip to the wood suppliers to buy more wood, fortunately I am quite good at joinery work update main support piece cracked and 2 cracks from knott area no response from emails other than if i remove my feedback they will reimburse me for the wood for the tower but now i have several other issues that have come about trying to build it so far costs have mounted to as much as the original cost of the climbing frame really disappointed as im now back to work and i have a 2 year old with a half built frame and a wife with a newborn who was relying on the frame to occupy the 2 year old, next step solicitors”

Helpful Report

Posted 2 months ago

“Order Placed: 9th May (for our son's birthday on 8th June) We are extremely disappointed with our recent purchase and the subsequent service we have received. We placed an order on 9th May, specifically for our son's birthday on 8th June. The package arrived on 5th June, and to our dismay, all the wooden pieces were damaged and had gaps 2-3cm wide. We immediately informed the team, who assured us that replacement parts would be sent out. Given that we had planned our son's birthday party for 8th June, we were devastated. Our son has special needs, and we had shown him videos of the item beforehand, assuring him it would arrive in time for his birthday. Consequently, when his birthday arrived and the swing was not usable, he became extremely distressed, repeatedly asking for his “swing birthday.” This situation was incredibly difficult to manage and should not be endured by anyone. Additionally, upon inspecting the packaging, we found several other pieces missing from the order. We were told these would be shipped out, but amidst moving house at the end of the month, we did not follow up, assuming they would arrive in due course. We planned to fit the swing at our new home since our son kept asking for it, and we had to purchase another one to appease him. By 26th June, a full six weeks later, we had received nothing. We requested a refund and were told the items would be collected. As of 16th July, despite asking for an update, the items have not been collected, and now the company is refusing to refund our money. This has resulted in three months of aggravation and a complete waste of time. Never have we experienced such poor service from any company. We are utterly disappointed and frustrated with this entire ordeal.”

Helpful Report

Posted 2 months ago

“I ordered a swing, which took a lot longer to be delivered than it said, and when it did come it came on 2 different deliveries, and then there was a big part missing, when I phoned they said it was missing and they would send another, when that one arrives there was a split all the way down the wood from top to bottom and halfway through the wood, I have contacted the firm but they said it's natural wood, which I appreciate but there's no way that wood , would be safe for a child to use, it would completely split with a few times of use, I have since brought another one from argos and left £127 out of pocket, wouldn't recommend at all, and a long wait to get through to costumer services 45 mins”

Helpful Report

Posted 3 months ago

“We purchased a climbing frame through this company and paid additional for them to install it. We was away at the time so had my nan and grandad round whilst the frame was put together, when we arrived home we was horrified. The frame was put together at a very poor standard nothing was straight and was also a health and safety risk as there was to huge screws hanging from the top of the play house. I complained to the company many times with no response. The told me I needed the installer to come out to me and I asked for a different one to come and was told it would not be the same man. The installer cancelled on us twice or did not come at the agreed time, the first time was because he was not sure what time his MOT would be done! When he come to my house he was in fact the same installer after being promised by one of the managers that it would not be, I told the installer he was wasting his time in trying to rectify the frame as we wanted a refund and return the item or replacement. The installer asked me to let him try and mend it and see how I felt, he removed the extremely dangerous screws and said it was 'His bad', he explained he was not shocked to receive a call regarding this frame as he knew it wasn't done to the standard it should of been as he had a lot of things go on that day in his personal life. He told me that my nan and grandad were talking to him to much and he was rushing and thinking F***sake. I said I would not let this fall on my nan and grandad. He did rectify some of the faults but said some of the damaged parts come that way. I have asked for a refund and now out door toys are saying i need to take the frame down myself and some how get it retuned as I told the installer i was happy with it???? I thought they would be more concerned. The installer told me that the company is in the middle of changing hands and they will be rebranding as REBO therefore all the installers are sourced outside of the company, this was not the case before. I am taking this further and my complaint is about be to be passed on to trading standards. Please for the safety of your own children do not pay this company £500 to install your climbing frame. We have now been refunded the £500 fee but we now want a refund on the frame and buy a new one from a company we can trust. If we did not notice this huge screws my children good of been seriously harmed or worse dead!”

Helpful Report

Posted 3 months ago

“What a truely dreadful company. I ordered a playset, fort/climbing/swings, and it was delivered in two parts, which was not what I was expecting at all. When it came to assembly it was found that there was a crucial part missing, the main beam for the swing assembly. When I contacted Outdoor Toys they said that they would send the missing piece as a priority, it still hasn't arrived. After 8+ emails to Customer Services and phone calls (and 4 emails to the complaints department who have not even acknowledged me) I have now been advised that the missing part is with the courier, which is a 3 day courier, and should be delivered soon. We are now 10 days on from my initial contact regarding the missing piece, some priority! My great godson keeps asking when his swings will be ready, how awful for a company dealing with childrens play equipment to be non-proactive to resolve this issue and disapointing a child in this way. I wouldn't deal with this company again 1 star is too much!”

Helpful Report

Posted 3 months ago

“UPDATE 17th June After a very prompt response due to this negative review offering their sincerest apologies and promises of priority delivery for the missing parts and a credit of £100, once again ZERO actual action. No follow up on the missing parts, no sign of the credit and radio silence from the “customer service” team. Being told by auto response there will delays in response due to high volumes..!! It’s absolutely laughable, except it’s not funny in anyway that I’m £100s out of pocket and my daughter still does not have her slide! Next stop trading standards. They shouldn’t even get 1 star. Customer service is diabolical. I don’t n is why they even bother to claim to have customer service. Ordered a slide on 27th May, notification of shipment 2nd June. Tracked order and saw delivery due 4th June. So far, so good…. Open the front door on 4th June to a random pack of wooden slats on my doorstep, no one bothered to knock or ring the door bell. I heaved it inside and assumed it was to do with the slide. Clearly there was parts missing, including the actual slide itself. Due to their being no communication that we should expect the delivery in multiple parts I emailed customer service requesting assistance on where the remaining parts were. 5th June, get home massive slide on my doorstep. Didn’t ring the doorbell or knock on the door, I have a video door bell so can evidence this. Heaved the slide indoors. 7th June finally a response to my email, stating all parts have been delivered. No apology, no explanation, just once sentence. 8th June, go to put the slide together. No instructions, no fixing and 75% of wooden parts needed missing!! Another email sent, as clearly the previous response was a lie. Now reading previous reviews I realise I have made a HUGE mistake ordering from Outdoortoys.com and am in for a lengthy and stressful wait for the issue to be resolved. It is totally beyond me why these items are sent in multiple pieces, in multiple shipments with absolutely NO communication to the fact. I am incredibly disappointed and very frustrated I didn’t do my due diligence before giving this company money. Wish me luck in my endeavour to receive the full item they have taken my money for over two weeks ago.”

Helpful Report

Posted 3 months ago

“Ordered a swingset from them. Delivery time was long even though the item was in stock. Assembled and installed the item as per instructions (cemented in) and it still sways so much it is unsafe to use. I contacted the company, several phone calls and emails (sent pictures, videos) and they are adamant that the movement is fine. I told them it is not, the item is unsafe and not fit for purpose therefore I want to return it. They want it back exactly how I have recieved it. How am I supposed to do that if it is cemented in? I offered to dig it up myself and send it back with the cement or cut the legs just above the cement but they don't want to hear of it. So now I'm stuck with an item that is unsafe to use. 😡”

Helpful Report

Posted 3 months ago

“I have currently spent almost an hour on the phone to this company after they completely failed to deliver our £500 play equipment which they have already taken money for. More than 3/4 of the order is still missing, almost two months on. As previous posters indicate, they don't reply to emails and they don't answer their phone. I currently have a £500 collection of random poles in my shed. Do not buy anything from this company.”

Helpful Report

Posted 4 months ago

“No customer services, nobody answers phone of emails. Emails tell a lie 2 weeks later I got a reply totally unconnected to my query. By very prepared for a bad purchase”

Helpful Report

Posted 4 months ago

“I wish I had read these reviews before purchasing!!! They took my money straight away for a swingset I ordered 6 weeks ago - over £300. It was finally “delivered” in 3 separate bits on 3 consecutive days… but with the main overhead timber piece and the trapeze missing and without the fastening bolts that I paid an extra £30 for. So completely unusable. I emailed 2 weeks ago to ask if there were still items to be delivered or if they have been missed from my order, and have had no response at all! It was the main present for a birthday which now has been missed, causing a very upset child. I’ve had no communication from the company despite sending emails. They send an automatic response saying they are taking a long time to reply, and not to bother sending a follow up email or you will move back to the bottom of the pile! Terrible customer service. I want a refund of my money and some compensation for the ruined birthday.”

Helpful Report

Posted 4 months ago

“Initially, I thought I had come across a good company. The order process went well, and I received most of the orders within the provided time frame. However, if you want good customer service, please avoid Outdoortoys. The fact that they have a large volume of calls and emails, and take over 9 days to respond (and at the time of writing I'm still waiting), when followed up, you are informed that you have been sent to the bottom of the list. Given that they have a 14-day complaints policy, this is not boarding well for them to accept responsibility and resolve the complaint.”

Helpful Report

Posted 4 months ago

“Tractor stopped working within months of getting it. Outdoor Toys sent a switch for me to take the tractor apart and repair but they have sent the wrong part and won't answer emails/calls. Order ref OT24654”

Helpful Report

Posted 4 months ago

Outdoor Toys is rated 4.7 based on 4,694 reviews