Name: Wonderland Models
Rating: 4.85

“I have not yet received my models and nothing is on your tracking.”

Posted 2 years ago

Mr Michael, Sorry for the delay with the order but we are temporarily out of stock of the bigger kit on the order. It is in stock at the supplier and they are currently packing our order. As soon as the kit arrives we will charge your card, despatch the parcel and send you an e-mail invoice to let you know the parcel is on its way..

Posted 2 years ago

“We opened the treehouse on Christmas morning and a crucial piece was missing and one non crucial piece was in duplicate. Rather disappointing as the missing piece was half of a rope bridge and the duplicate piece was an additional telescope. Very sad child ☹️”

Helpful Report

Posted 3 years ago

We have asked Schleich Customer Service to send the missing parts to you directly Nathalie.

Posted 3 years ago

“I wanted the model by the next day and requested express delivery, the model was not dispatched until a week later when I didn’t need it,I should be refunded the express delivery charges but my emails have been ignored”

Helpful Report

Posted 3 years ago

Apologies Matthew but we assumed that as you had not cancelled the item that you ordered that you still wanted it. It was sent and delivered on a next day servide as you requested. Thanks for your patience and understanding.

Posted 3 years ago

“The product is excellent. The issue I have is paying for next day delivery and receiving the r/c car six days later. As the delivery kept being cancelled.”

Helpful Report

Posted 3 years ago

Apologies again for the unfortunate delay in receiving your parcel Alasdair. To be fair DPD did update you each day to keep you informed of the likely delivery date. The industrial action at Royal Mail has impacted delivery timescales and means DPD continue to see unprecedented demand for their services which is causing unexpected delays in some areas. DPD is doing everything possible in these exceptional circumstances and will continue to keep customers updated on this situation throughout the week by email and also by text if a mobile number was provided when you placed your order with us. Thanks again for your patience and understanding.

Posted 3 years ago

“Refund not given when item didn’t turn up next day. Don’t expect people to pay for something when you choose who sends your items. Bad service.”

Helpful Report

Posted 3 years ago

Apologies again for the unfortunate delay in receiving your parcel. To be fair DPD did update you each day to keep you informed of the likely delivery date. The industrial action at Royal Mail has impacted delivery timescales and means DPD continue to see unprecedented demand for their services which is causing unexpected delays in some areas. DPD is doing everything possible in these exceptional circumstances and will continue to keep customers updated on this situation throughout the week by email and also by text if a mobile number was provided when you placed your order with us. Thanks again for your patience and understanding.

Posted 3 years ago

“Thanks for your response to my review. I don’t really think it's a fair comment to put that I was updated daily yes there was a post saying it will be delivered tomorrow but that was for 7 days running. do you truly believe that is a satisfying update? I have always worked on being upfront and if you are aware of potential delays then surely you have a duty to pre-warn customers before they place their orders. Also, DPD should be more honest and let customers know a realistic date of delivery. Next day notification should mean next day not maybe. They would be fully aware of the timelines and should be more upfront and manage expectations. if it's going to be a week then say it's going to be a week- I have no issue with that. I’m really disappointed in the customer experience of this episode especially when the previous dealings have been good but as I said the litmus test is when something goes wrong - how does a company react? and on this occasion unfortunately not the best.”

Helpful Report

Posted 3 years ago

Lee thanks for your feedback and apoologies again for the unfortunate delay in receiving your parcel. According to the up to date tracking your parcel is due to be delivered between 11.40 and 12.40 today although DPD will have notified you of this directly already. To be fair they have also updated you each day to keep you informed of the likely delivery date. The industrial action at Royal Mail has impacted delivery timescales and means DPD continue to see unprecedented demand for their services which is causing unexpected delays in some areas. DPD is doing everything possible in these exceptional circumstances and will continue to keep customers updated on this situation throughout the week by email and also by text if a mobile number was provided when you placed your order with us. Thanks again for your patience and understanding.

Posted 3 years ago

“I placed my order on 28/11. It has now been delayed 6 times and still hasn't arrived. Customer Service just send me DPD tracking info no idea when/if it will get delivered”

Helpful Report

Posted 3 years ago

Debbie Apologies again for the unfortunate delay in receiving your parcel. According to the up to date tracking your parcel is due to be delivered today although DPD will have notified you of this directly already. To be fair they have also updated you each day to keep you informed of the likely delivery date. The industrial action at Royal Mail has impacted delivery timescales and means DPD continue to see unprecedented demand for their services which is causing unexpected delays in some areas. DPD is doing everything possible in these exceptional circumstances and will continue to keep customers updated on this situation throughout the week by email and also by text if a mobile number was provided when you placed your order with us. Thanks again for your patience and understanding.

Posted 3 years ago

“We are still yet to receive our purchase. Not entirely happy”

Helpful Report

Posted 3 years ago

Lexi, Sorry for the delay with the parcel. We ship our parcels by DPD and, due to the Royal Mail strikes, they are handling a massive increase in parcels which is causing delays across the country. Please bear with us and the parcel should be delivered soon.

Posted 3 years ago

“I ordered a silver porsche toy, received a blue one which I didn't want. Asked for a refund as I wasn't advised that they had run out of silver ones. I had no reply! Not happy.”

Helpful Report

Posted 3 years ago

Margaret it is not that we have run out of this model in silver, Siku only now make the car in blue. Thanks for your understanding.

Posted 3 years ago

“Ordered a Death Star II and Star Destroyer Model. Only the Star Destroyer has arrived - in an unsealed box. Will contact customer service to either get the Death Star sent to me asap or full refund. Model is also NOT highly detailed. It’s basic and more suitable for a child.”

Helpful Report

Posted 3 years ago

The sealed bag in your photo contains a Star Destroyer and a Death Star. If you turn the bag over you will see the Death Star? Apologies that you didnt notice this initially. All these models are sealed in the factory and parts are rarely missing. Thanks for your understanding.

Posted 3 years ago

“Hi it's sat dec 3 and I still haven't had my package could you find where it is”

Helpful Report

Posted 3 years ago

Howell, we will contact you directly by e-mail about this.

Posted 3 years ago

“Thought I was buying a Royal Navy sea Harrier model despite it saying RAF. Didn’t think RAF had sea harriers. I asked the question in a message but received no answer. Sea Harrier turned up in a box with RAF written all over it. Fair enough My mistake. However model looked like it had been damaged and has what looks like a small puddle of dried superglue on it. Not impressed. Won’t ever be buying anything else from Wonderland models.”

Helpful Report

Posted 3 years ago

Andrew if this model is not to your complete satisfaction you are able to return it for a replacement as soon as possible please.

Posted 3 years ago

“Poor customer service, sending wrong items out and tried telling me I was wrong, would not but here again.”

Helpful Report

Posted 3 years ago

The terms satin, silk, semi-matt and semi-gloss are all different terms for the same thing, a paint finish which is halfway between a full gloss and full matt. The paint we have supplied is the only satin/silk white spray made by Revell and they are the item you ordered. If this paint that you ordered is not what you want you are free to return the order within 14 days for a refund as mentioned in our previous emails to you. Thanks for your understanding.

Posted 3 years ago

“Very disappointed Paid for next day delivery money taken by your company only to be told won't happen as ordered after 2pm but you still took the mone WILL NOT BE BACK”

Helpful Report

Posted 3 years ago

Sorry that you feel you had a bad service. Our website does state that all orders placed after 2pm on a Thursday will not be dispatched till Friday for delivery on Monday, Even though you placed your order at 4pm on the Thursday we still had it delivered to you by the Sunday.

Posted 3 years ago

“Order not yet delivered one week after dispatch date!”

Helpful Report

Posted 3 years ago

Apologies Eoin but DPD managed to mis sort your parcel and it subsequently went to the wrong depot for which we apologise. The good news is that it is due to be delivered to you today. Thanks for your patience and understanding.

Posted 3 years ago

“Disappointed with purchase - the original image on your site showed this was a FRANZIS original kit however when it arrived it was MACHINE WORKS. I'd done some research and the instructions & photos with the FRANZIS kit were apparently superior to MACHINE WORKS (which is apparently made under licence and cheaper). I already knew I could purchase MACHINE WORKS for £90 including. P&P but thought that at a total price of £118 (including. P&P) I was getting the superior kit. I asked to return it & this was denied. The image on your site was misleading and interestingly swiftly changed following my complaint.”

Helpful Report

Posted 3 years ago

Glynis as previously mentioned in our email to you the 280 piece model that we sent to you is exactly the same as the one that you ordered. It is even branded with Franzis on the box. The only difference is that the box has been changed due to rebranding and the old box style is no longer available. Thanks for your understanding.

Posted 3 years ago

“Order still hasn't arrived. Email sent left unnoticed. Come on guys, really?”

Helpful Report

Posted 3 years ago

Hi, Sorry for the delay. As you will know, when the carriers tried to deliver, they presented you with the wrong parcel which you refused. Meanwhile your actual parcel was returned to us, arrivng here late yesterday. We have just re-sent the parcel which should be delivered tomorrow. Sorry but we can't trace any e-mail from you; we try to answer all customer enquiries the same business day.

Posted 3 years ago

“Paid for next day delivery and it arrived after 5 days. No response when I asked what was happening and was left in the dark. Poor customer service”

Helpful Report

Posted 3 years ago

Mr Sanders, sorry forthe delay with the order. We were temporarily out of stock of one item which the manufacturers assured us would be delivered by a specific date but it did not arrive on time. We should have told you of the delay and I want to apologse for our failure to do so. We despatched your parcel as soon as possible after the delivery arrived here.

Posted 3 years ago

“Bought a cap gun, yes only £7.99 but absolutely useless.The barrel doesnt turn so caps cant fire until you turn it. Then the trigger makes a pathetic click sound and the caps can hardly be heard firing. Not happy and when I complained I was spun some waffle about EU regulations and the level of noise the gun is allowed to make??? HELLOOOOOOO we are no longer in the EU so that is false statement which equates to false advertising Dont buy from here!!”

Helpful Report

Posted 3 years ago

The new EU rules (WHICH ARE ADOPTED IN THE UK) set the maximum noise level at 125 decibels, down from about 140 in most of today's cap guns. (In the U.S., the standard is 134 decibels; louder caps require a warning label.) That doesn't look like much of a change, but decibels are exponential: In actual sound, this is a huge drop. We hope this explanation is helpful.

Posted 3 years ago

“I am very disappointed with wonderland models. I made a purchase from yourselves on the 4th of July,and played for next day delivery, didn't arrive the next day so I rang the shop and was told by a very rude man that you couldn't prominent day delivery when I asked why you charge £7+for next day he told me the item had been put in the post that day and I would have it the following days I waited till the following day and it still didn't arrive. I gave been sent 3 emails telling me my model had been dispatched. I have sent several emails and even one asking if you are not going to send my purchase I would like a full refund but again I didn't get a reply. I find it a real shame you treat customers like this,I dought very much that I will get a reply to this and guess I will have to fight to get my money back.”

Helpful Report

Posted 3 years ago

We do apologise, this was an error on our part one of my colleagues sent you an email saying that your order was on its way and this caused confusion here with the staff member who answered your call, we had to order this item in as a special order for you and that should have been explained to you when your order was processed but it was not, again we apologise for these errors which have caused the delay to receipt of your order.

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	95%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	5 out of 5
Returns & Refunds
Returns Process	Easy

Wonderland Models Reviews