Ordered the Hidey Hole but requested a bespoke size. We were very specific about the size as the playhouse had to fit in to a specific area. They confirmed they would build to out size requirements.
1. They never pick up their phone
2. Response time for emails is ridiculous
When finally delivered - completely the wrong size even though they confirmed they would make it to our specification. Emailed (as again there is no point of calling as they never pick up) and responded to say they would deliver a replacement and requested we send the old one back. Challenged this, as I wasn't prepared to pay for the postage - and they confirmed they would arrange pick up. Since then I've chased numerous times and not had a single response.
Went to the extent of calling a business in the same retail area and left a message for them to call me back. Never heard a thing.
Even set up a twitter account to contact them - as they seemed to be responding to tweets - they ignored the message however have since tweeted other messages.
In the end got fed up of waiting and claimed back the money via our credit card provider. We had the courtesy of emailing them to advise that unless we heard back within 2 weeks, we would be claiming via the credit card company - they never responded.
Steer clear - in all my years of shopping online, this is the worst customer explerience I've ever seen. Never had to claim like this before.