The initial customer service prior to making the decision to buy a hobbit/hidey hole was great. However since receiving it, we have had no reply:
I sent the following email to state my sadness in the poor quality of the product and its the various issues on the 30th of April 2017 and as of yet not received any response:... We can't deny that it looks great and the kids love it. Unfortunately though we are very disappointed in the quality of the product for the price paid, we expected something of higher quality to reflect the cost.
The first thing we noticed when putting it together was the cheapness of the screws and how the screws for fixing the front and rear panels to the base were not long enough to secure sufficiently, so we have had to use better quality longer screws of our own. When attaching the latch to the door, the screws supplied were too long and penetrated the rear of the door (not ideal for young kids). One of the screws already in place securing the edging to the door was penetrating the front too. Plus 2 of the roofing panels were broken and the trim on the front panel has come away from the edge and has lost its thread so can not be tightened to secure in place.
I am just really annoyed that it took some months of persuasion to convince my husband to get the hobbit house over the climbing frame/slide/swing from dunster house for the same price and unfortunately we feel that would have been the better offer.
We don't want to return the hobbit house, as like I said the kids love it, we are just very disappointed and expected this to be of a much better quality and be a more solid structure.