Fatmoose Avis 520

I have been searching for a large climbing frame for our new home and there are a lot of websites out there. Fatmoose was easier to use and cheaper than the others. Very pleased with how streamlined it all is

easy to use website and great products and fantastic prices

Very easy to browse site, compare selections and order.
Looking forward to receiving my order.

The courier arrived and then left the premises and it took Fatmoose ages to find the climbing set. Then it arrived three weeks later than expected with a. Broken slide…

Easy to order, and had my questions answered quickly, no complaints here :)

Unfortunately we’ve yet to receive our son’s birthday order. It was expected to arrive between 23rd April and 12th May. His birthday is tomorrow (10th June) and we’ve dug out a section of the garden in anticipation for it to arrive. It’s looking very sad and empty right now (it has been for weeks). We are so disappointed. I’ve emailed the company a few times over the past few weeks as the product seemed to have been in multiple places in the uk. I contacted FatMoose/Wickey last week to highlight that the item seemed to be heading in the wrong direction for delivery from the tracking information, the email I received said “there is currently a relocation of approximately 80–100 UK orders to a central depot in Birmingham. From there, the planning and organization of deliveries to the final destination addresses will be handled.” Unfortunately, we’ve had confirmation today that the product was delivered to the wrong address. I cannot believe I highlighted this last week and it happened anyway. I am a very angry customer and devastated mummy today.
I hope that this error is fixed soon. It’s too late for it not to be a disappointment but I’m hoping I don’t lose complete faith in FatMoose and cancel the order completely. It will depend on what happens next.

UPDATE 18.06.2025
I am furious. This has been our response after requesting an update from the company today:
“Your order was dispatched from our warehouse in Germany on 12.06.2025 and is currently in transit. The shipping company and their regional partners require several working days for transportation to your region. The shipping company will contact you once the order has arrived at the final warehouse and is ready for delivery. This typically occurs in 5-10 working days after dispatch.”

I have an email and tracking information to say that it was dispatched on the 12th of May! The email I’ve received today makes no sense whatsoever. Is this a new product they are sending? Or had the first tracking updates been untrue?
I wouldn’t know because the communication is truly awful.
I have requested a manager speak with me now. They are quick to take purchase of product (payment taken 14th April) but seem in no hurry to deliver what they are selling.

UPDATE 27.06.2025
I have had enough. This company has given me no reassurance whatsoever. I am constantly emailing and phoning them for updates and they can tell me very little each time. They also don’t seem to record and action their phone calls very effectively either.

I have requested to cancel the order for a full refund. I think at this point, it is a reasonable request given how stressful and disappointing this has been. We are going to reorder with a different company. I will add a further update with details recommending the alternative company for anyone else who may be in the same position that we are.

Plenty of options to choose from and easy to filter. Looking forward to delivery!

I've ordered a lovely playground on 15th April and still waiting to be delivered. On chasing the company I'm told they have problems at the border. I'm not sure what's going on but my 5 years daughter is so upset asking daily about it.

Can I give 0? Also known as fatmoose uk and have a .Co.uk website plus various other countries. Ordered and paid in full. Website said and still says delivery 2 to 4 weeks. Nearly 6 weeks later I got a message to say it was being dispatched. About a week later a company in England called DSV called and arranged delivery for the following Monday before noon. I took a morning off and waited in. Nothing. I check the tracking. No call or email and DSV have changed my time slot to 3 till 6. I take the rest of the day off. Nothing. I email fatmoose. Nothing. 3 days later Nothing from anybody. I track down DSV on Google and call them. Oh yes sorry your delivery was cancelled because the package is damaged and split open. Someone the contents have come out. I email fatmoose. Nothing. Still hearing nothing from anybody and after about 4 days an odd automated email from fatmoose to say my issue has been forwarded to the relevant department. 4 of those now. I went on the .Co.uk website and find a customer service number in Germany. So a number of calls to them with somebody that is rude and put out that I'm not happy and my goods are damaged. I get that it's not their fault but the goods must be insured? I've paid £1750 and had nothing buy a load of attitude. 10 days later and I've had my 1st real email to say they have had no confirmation from the shipping company to say the goods are on the way back to them. Apparently my refund depends upon them receiving the goods back complete and undamaged??? I'm sure that everybody who got their goods in time and in 1 piece is delighted. BUT the customer service from this company is SHOCKING! Well nil actually. If they replied with take the pallet in and let us know what is damaged or missing and we will get if sorted super fast it would have been OK. But ignore for 4 days? Not acceptable. I've raised a complaint with my credit card for my money back. Their argument with courier is NOT my problem. We run our own company and would not be in business if we treated our customers like this. Worst useless load of jobs worths ever. If you can't be arsed to do the job why bother going to work? Sadly a certain demographic of employees expect to be paid to breeze into work or work from home and chat. Oh an issue has arisen that I can't resolve and the customer wants answers.....IM ENDING THIS CALL NOW! WOW.

The website was very easy to navigate and I was able to filter the available climbing frames according to the specifications I was looking for.
The checkout process was simple and efficient.

great information on website with good reviews very trust worthy and product quailty looks amazing, will be a great xmas present for our girls.

Easy to use website, excellent products at good prices.

I order the product way back in March and had a delivery date of lates of the 29th of April I am now on the 16th of May and still not received my product, speaking with Fatmoose they can’t give me an answer about my product and keep saying it’s with DHL and fobbing me off

Getting very annoyed

Easy to navigate website. Great choice of products and easy to checkout

Easy to navigate the website, great product selection. will update after delivery.

So far so good. Placed the order and look forward to receiving it asap

Really easy system to use. Ive had all my questions answered promptly and I now have the FamilyFir XXL house on route to my home to be delivered! My children cant wait!

Very easy to navigate the website, with easy to pick different styles.

Very quick and efficient

Don’t listen to the bad reviews these are well worth the money, it does come in pieces but what do people expect? It took us half a day to put it up with two toddlers helping. We was well informed with tracking and delivery. My kids uses this everyday in all weathers so Thankyou !