"So disappointed, terrible customer service and lead times not acceptable"

So disappointed with this company and I haven’t even received the order yet. I placed an order for cases for 2 Christmas Lego sets on the 29th December when the website advised a 3/4 week delivery time. Having heard nothing after nearly 7 weeks I sent an email to chase. No apologies, the email just said the lead times were an issue and they expected to have this ready to go with 10-12 working days…so another 2 weeks at least taking this up to 9 weeks. I see from the other reviews that I am not alone in my experience and who knows when I will actually get the (not cheap) items I have ordered or what kind of condition they will be in. I was looking for a company I could return to for the Lego I buy each Christmas and the presents I buy for others. It won’t be this company.

"I bought a display case for my Tantive…"

I bought a display case for my Tantive IV, Lego set number 75244. It took some time to get to me, which was expected. But when I got it I found out that it doesn't come with instructions. Instead you need to look them up online. Once I found them I found out they were generic instructions, not specific to the case I purchased. Over the next couple of hours I figured out what I was doing and final finished the case. I placed my Tantive IV in the case and placed it on my shelf. Once I stepped back to look at the case I noticed that one of the front pieces of the Lego model came apart. I took the case off the shelf, lifted the case off the base and the sides broke and the entire case fell apart. I have other Wicked Brick cases on the way, but will not purchase anymore from this company. I will stick with iDisplay. Their display cases are thicker and the the screw are set further in the case.

"Have been waiting 8 weeks for our order…"

Have been waiting 8 weeks for our order to arrive. Have had 2 different delivery dates this week from their courier Yodel and on both occasions nothing has been delivered. Now they say they cant find my property even though we get 3-4 deliveries from different couriers most days. Waiting now for a full refund as they cannot supply me the product I paid for.

"Their Marketing and Production teams need to talk….."

After purchasing previously from Wicked Brick and being really happy with the display stand albeit a bit of a long wait just after Christmas I made another order. I’ve waited nearly 6 weeks for my stand but when enquiring today when it’s being dispatched I am informed another 2 to 3 weeks will pass before it’s sent. I got the “ out of our control” statement but to be honest , I would accept that if their Marketing team weren’t sending out amazing new products to order , advertising everywhere and writing things that their production team have no chance of delivering. Stop taking orders and payments until you have sorted yourselves out. I have had to get a refund on this occasion disappointingly.

"Another lost customer"

I have bought many products from this company but I think enough is enough now.

When the items arrive undamaged the quality of the cases is excellent…but this is now a rarity. Sadly they use a poor delivery service which chuck boxes around with no regard for what’s inside so it’s no surprise when they arrive with broken corners. 3 out of the last 4 orders I placed arrived badly damaged. I have received replacements for some of these but am still awaiting on others.

I had previously ordered the IKEA Kallax windows but these aren’t fit for purpose with the weak sticky magnets provided. They continue to drop out despite multiple replacements.

I decided to cancel a further order of these windows which included another item. For this order I had used a £25 reward which I had earned from previous orders…nothing to do with my current order. Today I received acknowledgment of the cancellation of the windows but they decided to also keep a big chunk of the £25 discount code. So instead of receiving £25 off my outstanding case I was now only getting £11 off.

I think this is unfair treatment of a long term customer..especially given the recent misfortunes of damaged cases through Wicked Brick using LOWCOST shipping (says it all really) rather than a more reliable delivery service.

Wicked brick do produce some quality cases but they need to think about a change of delivery service and how they treat returning customers. They have just lost a customer for good.

Edit: upgraded due to a good response and customer service, thanks for resolving the issue.

"Great product, long wait"

The quality of the stands I purchased are brilliant and if reviewing for that I’d give 5 stars. However, to receive these excellent items I waited about 2 months from placing the order and with no correspondence or updates on the progress of the order. I would order again, but only if I didn’t need the items quickly.

"Really poor"

Really poor
placed an order and accepted the long delivery time.
only to get an email weeks later explaining they cant make it yet, firstly they blamed covid and staff shortages, (really this excuse is prevalent for lack of service), then underneath they decided they're ordering new laser cutting machines, why? you haven't the staff to operate them! then the email went on with an extended 6 to 8 weeks, (of course).
I responded with their fill in form asking for a refund. No reply! I then contacted again asking for a response, the professional email came back as "your order has been cancelled", underneath "your payment has been refunded". No it takes 3 to 5 working days for the transaction to take place, try to explain this in future! its misleading. on the plus side I got the same thing £20 cheaper from amazon, next day delivery. somethings gone down hill.

"No order, No contact, No call backs, No customer service!!"

Was told my items would be dispatched within 28 working days and that was back on the 2nd December. 28 working days later and without any correspondence or updates from the company I called them to discover the 28 days had been extended (without telling me) to at least another 3 weeks and they were only now working on the black friday orders from back in November. I asked to talk to a manager to complain and was told one would call me back that afternoon and I've not heard from them since and that was a week ago. Absolutely appalling customer service and very disappointed as they were Xmas presents so it's not the same when they estimate they'll be dispatched finally in February.
One star is only given as this is the minimum allowed - not impressed Wicked Brick. May you should stop taking new orders and concentrate on using all the manpower you have bringing the existing ones up to date or calling each of the customers to apologise and offer compensation to those of us who have been waiting?

"Gone downhill"

I first used this company about 4 years ago and they were great. Sadly, I have not had the same experience recently. Prices have been hiked, the wait on delivery is insane (almost 30 days) and worst of all, the packaging. They used to package in jiffy bags now a tiny piece of plastic has arrived in a cardboard fold within a huge cardboard box. It's actually ridiculous for the size of the product. Won't use or recommend anymore.

"Received a gift for christmas"

Received a gift for christmas, I emailed as had some hardware missing and they emailed back and offered to send out replacement parts that day. Despite what your reading about customer service this company are great at that. The case seems to be high quality and I am please with that I have received and will order again soon.