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December 2022 by Michael Hugan
Just got a playset installed, which had delay upon delay. We were sold certain items that are not compatible with the model playset that we ordered, therefore those parts could not be installed or the warranty is void. Multiple pieces of lumber have significant splits in them. Multiple other pieces of lumber have noticeable on-site damage. The boarder wall was a significantly different size than what we were told and given documentation for; and is unacceptably crooked all around. Definitely would not recommend. We should have spent more than double the money to get a steel structure because this is very poor for almost $15,000.
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December 2021 by Paul Mossoian
Swing set we bought and the buying process was great. It's a 1 star for customer service. Contacted matt about some broken pieces that were installed 3 days after installation (a broken stair and broken binoculars). Was told it was no big deal to get those replaced and that they even had someone that lived in my area that could fix it in the next 2 weeks. That was 2 months ago and now they've stopped responding to my emails and phone calls when I try to follow up.
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October 2021 by Rebekah A.
UPDATE: after escalating our issues the only way we knew how I must give a big thanks to Amy Gurnow.Amy took ownership of our issues and concerns and worked to get them corrected quickly.Amy stayed in contact with me through the entire resolution process and provided a lot of great information to us.Thank you Amy for making our situation better and getting our boys playscape fixed.
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October 2021 by Tracy Y.
I want to make it clear that no one was ever rude during my experience, but that was the only good part of my experience with Kids Gotta Play Utica when purchasing my Rainbow playset. I ordered my playset the last week of May and was told 4-5 weeks for delivery for self-installation. I called at the end of June and they said hopefully it would be delivered in the next 2 weeks. It was supposed to be a birthday present for my son in mid-July, but that did not happen. I continued to call for 2 months trying to get answers as to when it would arrive. No one EVER called to give updates on the delays over the 19 week period it took for my complete playset to be delivered. I initiated every single follow up call which is pretty terrible customer service. Finally, I was told they would give a discount on installation and install the playset mid August because of the significant delay and inconvenience. So instead of the 4-5 weeks quoted, it took 11 weeks to get my playset. In addition to the huge delay, several parts of my playset were missing upon installation. Amy informed me before installation that the ships wheel and trapeze bar were backordered and I should have them within a week. I was also told by Amy, the day before installation, that the slide I ordered wasn't available, but she had a better slide they could install for just $95 more... seriously?!? After waiting an extra 5-6 weeks for the playset they tried to up-sell me! I said it was an unexpected charge and not acceptable after already spending over $4,000. Amy tried to haggle a lower price with me and when I refused she finally wrote the upcharge off. This was very unprofessional seeing as it was the day before installation and there had been huge delays.After installation I was looking at the playset and noticed the tire swing was missing. I called Amy and she said that the tire swing was backordered as well (but I wasn't told that before installation). I was told the backordered parts should arrive the following week and she would have a crew come out to install them. I never received a follow up call about the missing parts and every time I reached out for an update, I was told no one contacted me because there was no update and that there was a list of people ahead of me waiting for parts too. Finally after almost 2 months and a threat to dispute the final payment on the playset the parts were miraculously available and installed the next day.I understand the significant delays of many materials/goods during the pandemic, as well as the labor shortage, but I do not understand why there was zero follow up by Kids Gotta Play when there were such significant delays. I would have been much more understanding if I received a call informing me about delays that would turn my 4-5 week quote into a 19 week wait. If they were upfront about potential delays and the possibility of missing parts, customers could make a better informed decision about whether or not to proceed with their order.My kids love the playset even though they only have a few weeks to play on it instead of the months they should have had. Overall, I can recommend the playset, but I would never recommend Kids Gotta Play because of the complete lack of communication, customer service and professionalism.
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December 2020 by Julie Hill
Great products, knowledgeable customer service, fun party rooms and events!!
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December 2019 by T M
We had my daughter's birthday here over the weekend and could not be happier! The place is clean and the staff is friendly and helpful. Great value for the price as well because there is only one party at a time. There was something to do for everyone from the babies through grandparents. Something different than bounce house places, trampoline parks, or playing electronic games and pizza.
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December 2019 by Gary Butsky
For 2 years I promised my daughter we would add the tube slide to her play place. Last year I was told that I had to buy an additional piece , for $1100 before I could add the slide. I was never told this when I first purchased the $6000 play set. So I made her wait till this year and purchased that piece last year. This year, they again said I needed another piece before I could add the slide... Again for $1200. They keep saying sorry, but haven't been honest yet. Easy to say sorry when they're are no consequences. Apparently this Colin "wasn't trained properly", the girl is telling me. He also agreed I was "screwed" when we went through this last year since no one else sells this set. Not saying don't go here, just get ALL THE INFORMATION FIRST. I'm now out of pocket over $9000Side note, within 4 hours of this review, I was called by Amy, the general sales manager and apologized to for the experience. It felt genuine. In addition, she did what she could to make it as right as she could. I do appreciate the effort. She also guaranteed she would make sure the customers are more informed, hiding nothing, in the future.
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December 2019 by Diane
I researched play sets extensively and purchased the monster clubhouse from kids gotta play in Utica. They were so professional and helpful. Amy was cheerful throughout. Steve was the installer and he was awesome! I couldn’t be happier. The play set is very sturdy and well built. Worth every penny.
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December 2018 by Joseph Schmo
Their products are nice. Very expensive, but nice. I bought the "castle" model and when I was purchasing it, they told me that I could upgrade it down the road to add a "penthouse" with a twisty slide on it. They said that's all I need to do. For my daughter's next birthday, I went to do just that. I was then told that before I could add the penthouse, I had to buy a monkey bar set for the penthouse to sit on top of. That was never told to me and they said that the salesman I had was UNFORTUNATELY not there anymore. The monkey bar set was an addtional $1100 or so. I was upset not only because I feel I had been manipulated, but because the current salesman said that I was stuck. They were the only ones who sold that equipment and I could either start over (after already spending over $4500) or add the monkey bars for $1100+ more. after I went through with it (so that the NEXT year I can have the penthouse), it's clear that there's no real use for the monkey bars. They are almost 8' off of the ground and the end opposite the ladder to climb it runs into a wall. If your 5 year old can climb monkey bars at 8 feet off the ground and either drop at the end or turn around to swing back across, you're good. If not, I'd look at Costco for your playset. I don't have buyer's remorse; I just should have spent less and gotten a similar product without the headaches of knowing I have to spend another couple thousand to finish the set my daughter wants. This company was very misleading and not worth the price.
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December 2018 by Allison Roberts
Just had a birthday party here and it was awesome! Everyone had fun, even the big kids! Stress free and definitely worth it!
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December 2018 by Jessica M.
My son loved playing here with his preschool. They have pay-to-play $5/child M-F.
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December 2018 by Thomas O'Dell
My daughter loves to play there!
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December 2018 by Will Green
Kids love their new trampoline!
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December 2017 by Johnny Waller
Leslie and the staff at Kids Gotta Play were super friendly and courteous. She went way above and beyond. Better product and customer service than anywhere else. Thank you so much!!!
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December 2017 by John Robinson
Terrible. Ordered a trampoline and they said id come in 2 weeks and we paid an extra 200 dollars foe shipping and set up. Its been four weeks and no call back.
