Wicken Toys Ltd Avis 

Réponse de Wicken Toys Ltd

30 août 2025

Hello I am pleased to see that you thought our delivery and service was good but disappointed we only received a 2 star review due to what I think are your DIY skills… sorry! We hope that your grandchild enjoys the monkey ladder and that you have been able to make the adjustments that we suggested.

I called Angela before posting this reply and discussed the point that I felt it looked really bad / misleading that they had put:

“I phoned for advice and was basically told I should have paid the extra £200 to have it put up for me!”

I talked it through with Angela and she did say that they had to go online to get the £200 installation cost and that it was third hand from her son but it must have been how he felt at the time and that I should just post my reply.

Angela called us on Wednesday 27th to advise us that the monkey bars that they installed themselves were not looking right and looked twisted. She was unhappy with how long it took her and her daughter in-law to install it. Angela also pointed out that she had to go and purchase tools to install it as they did own them. We asked Angela to send us pictures / video so that we could see what they were referring to. Angela said she would send us a video as that would show it best. It is the manufacturer that advises how long it takes to build the items and we had not had similar reports from other customers.

We received the video on Thursday 28th at 11:28am. We reviewed the video and thought we could see where the problems were with regard to the way they had been installed. We called Angela back but did not get through so we followed up with an emailing (14:45) asking for a call back as it would be easier to go over the issues.

Angela’s son called us back and I went through the issues with the installation with him. At no point did I say they should have paid £200 to have them installed. In order to get her son to understand that I knew what I was talking about with regard to installing the monkey ladder, I explained that I had built lots of them as lots of customers pay for installation.

Despite this negative experience, we will always try to help customers when they have issues.

Chris

Réponse de Wicken Toys Ltd

18 août 2025

We are sorry that Aimee feels upset and tired. I am pleased with how we tried to help speed up the delivery for Aimee it was bad luck that the bike was packed, by the manufacturer, with a piece missing.

This purchase was made through www.berg.co.uk not through www.wickentoys.co.uk. BERG are based in Holland and have a 12 working day lead time, this is because BERG ship the order to wickentoys and we then deliver the order on their behalf. If the order was placed on www.wickentoys.co.uk the delivery would have been next day.

Aimee placed the order at 20:11 on 4th August so taking into account when the order was placed and that it is 12 'working days' the delivery date was up to Thursday 21st August. Delivery information is on BERG’s website.

Aimee called us on 11 August at 10:46 chasing the delivery and we explained that delivery is up to 12 working days, Aimee had missed this on BERG's website when she ordered it. We explained that if we had the item in our own stock we could have sent it earlier but as we were out of stock we could not send one in time for her son’s birthday on Friday 15th. Aimee had ordered a Blue version of the balance bike so while we did not have one of these in our own stock we did have the green version. So we gave Aimee a couple of choices 1. We could cancel the order for the blue version and BERG would refund her or 2. We could change the order to the green which we could then send out on a next day delivery (we would then add the blue one into our own stock once it arrived from Holland). Aimee wanted to think about it and call us back. We received a call back at 10:53 and Aimee asked us to swap it to the green version.

The item was despatched the next day on a next day service and was delivered at 09:07 on Wednesday 13th. Aimee called us on Thursday at 15:01 advising that there was a piece missing from the box. We apologised and advised that we could send the missing part to her but we needed some details from the box or bike to do so. Aimee explained that due to the stress caused by the delivery she would prefer having us collect it and to receive a full refund.

We called Aimee on Friday 15th at 15:12 and left a voicemail explaining that we could collect the bike on Monday 18th and asked her to call us back so that we could make arrangements to collect it. Aimee emailed us back at 16:35 advising that she could not call us, due to it being her son’s birthday, but that Monday is ok to collect. We emailed back to advise that we would be with her around 7am. Aimee emailed us back on Saturday at 17:56 asking if the collection could be closer to 8am. Unfortunately, the office was closed when the email was received on Saturday, we closed at 16:00, so our office staff did not see it until Monday morning by which time our driver had already called at Aimee house. Aimee emailed us at 07:04 advising how upset she was as she was asleep when our driver knocked. We emailed back at 07:46 when the office staff arrived…

“I am sorry that we woke you up. Unfortunately, we did not receive your email on Saturday until 17:56 but we closed at 16:00 so we did not see your email until this morning. The driver left at 6am, this is the time they always leave, before the office staff arrived at 7am so we were unable to let the driver know of your request. If we had received your request before then we would have added you to later time.”

I hope this helps explain how things worked out and it reinforces why we like to call and speak to customers to book in our deliveries / collections.

Chris

Réponse de Wicken Toys Ltd

29 juil. 2025

Thank you for your kind review. The BERG go kart really are the best you can get. We assemble them and deliver them ourselves, this way we can make sure you get the best service. Happy pedaling!