Rated 3.5 out of 5 by 10
Rated 3.0 out of 5.0 by WayneB Good product and design, poor customer service
As others have mentioned, the Manual was clearly written by several different people who had competing ideas about how to best do it. The result is a confusing hodgepodge of guesswork. For example, the manual goes to great lengths to tell you about how they label the wood. The first number is the length, then the width then a special code indicating what it's for (SBR = Side Board Right). Well, that's great. Unfortunately, only in the inventory list is it referred to this way. The instructions do NOT refer to the wood this way. What's the point of going through that organizational exercise if you aren't going to actually use those labels where they matter? The inventory list is also divided up per "box". Which is fine if you are doing a general inventory, but stinks when you are actually building the thing and have to hunt through all the inventory pages to find which box the wood is in. There were several spots too where the measurements for wood used for a specific instruction were just flat out wrong. There was no wood with that size and even if there was it wouldn't make sense to use it there. Or holes pre-drilled that the manual referred to that weren't pre-drilled. I called customer service to confirm these mistakes, but never got a call back and just went ahead anyway.
And that's assuming you are lucky enough for your wood to be labeled at all. I would estimate about 20% of the lumber I received had no label at all, so I had to measure and mark it all my self. And they give you THOUSANDS of pieces of hardware (screws, nuts, bolts etc) so trying to figure out if you have everything beforehand is a crazy project (we didn't have all the hardware so had to ask for extra).
They also sent me the wrong piece for the main structures foundation (got 2 left side pieces and no right side). I explained this to their customer service department several times and they sent me replacements each time. Unfortunately, the replacements sent were the SAME WRONG PIECES I ALREADY HAD. Twice. And a week+ each time. I finally gave up and countersunk my own holes so I could use the wrong pieces. For my inconvenience, I asked that customer service send me their stain since lots of the wood received had minimal or no staining on it. I know you are supposed to re-stain within 90 days, but I expect the set I purchased for thousands of dollars to be sufficiently pre-stained so that I can actually wait 90 days before doing it again. Well, they sent me stain. Exactly 2 ounces of it. Have they seen the size of this thing? When I asked why I received a small, unmarked bottle of what I assume is stain for 1 piece of wood, they said they unfortunately can't send me their gallon bottle for free. At that point I gave up on their customer service. If they don't care about customers who spend thousands of dollars and wont send a gallon of stain to appease someone they sent incorrect parts to 3 times, then they simply don't care.
Now that the headaches are all over, I do like the playset. It is well designed, nice looking, and my kids love it. However, I'd probably recommend a different manufacturer to a friend if they were doing something similar to avoid the trouble.
Some of the wood does appear to have some molding on it. Luckily for me, those pieces were all roof pieces that they give you extra of (I assume because some will be damaged or molding?). I hope this isn't an issue next season. I'll update my review next spring.
August 19, 2016
Rated 4.0 out of 5.0 by Jeremy Great play set.
We have had this play set since 2-14 our daughter loves it. It was a lot to assemble but was not horrible if you are good at this sort of thing. As you can imagine with something this big there are a lot of pieces. The hardest part is finding the piece you are looking for. Our only big complaint is the boards you have to duck under they should be much higher they cause several headaches.
May 30, 2016
Rated 2.0 out of 5.0 by Jessica Not Happy
First off, I think it's terrible you don't offer assembly to all customers. My area was unfortunately one of your locations that don't have this option. After 3 attempts to find someone to put the swingset together we finally found someone through Gorillas website. The first guy quit because he said the instructions were terrible and the parts were not labeled. He was a professional who puts swing sets together for a living! Once we found someone recommended by Gorilla it still wasn't a smooth experience. There were several parts missing!! This company came from another state to put our swing set together so we did not have time to contact Gorilla or Home Depot to get the parts. We had to go out and buy $100 worth of missing screws, nuts and bolts ourselves!! Very frustrating after spending so much on the swing set itself. Now, not even a week after it was assembled, the wood is peeling and molding!!!!! I am so disappointed! I did research before making my purchase and was under the impression that Gorilla was the best you could buy in this price range. Complete disappointment!
October 5, 2015
Rated 3.0 out of 5.0 by FBC It seems ok.
It seems ok, it has not been tried out. It remains to be seen.
May 10, 2016
Rated 4.0 out of 5.0 by StDragon This is a very good product
The features on this play set are very sturdy and well made, it should allow hours of entertainment and exercise for my children and their friends.
April 29, 2014
Rated 2.0 out of 5.0 by Momofone Not what we expected
As other reviewers have stated, the wood is not sorted or clearly labeled. They have small white papers stapled on the end with the measurements. Well some are 1/4-1/5" difference. Talk about confusing. And they couldn't bother to label parts A with hardware #16. It's all about finding the exact measurement piece with hardware which was also not labeled as well. I had the sense to sort and label the hardware by size and page which made things easier but the instructions are black and white so we still had issues. It was the worst build I've ever done. 4 days with two people and we're still not done. We skipped cosmetics to get re structure done so my son can play on it.
The playset is large, but I have a lot of complaints. The tube slide is one. Beside being a beast to assemble, the joints are in a way you slide over them going down which I found painful but my son didn't seem to mind. They should fix it so no joints run under you when you slide. Also the timber shield is a joke. What's crazy is I bought this with the promise 'no sanding, no staining needed' and I have 3 pages that came with the set saying it needs stained in 90 days. Wth? And the timber shield has peeled and been scuffed off in sections. So the wood is different colors.
My absolute one biggest complaint is the cross bars. If you check the picture you can see the kids have to constantly duck under the bars to go platform to platform. When my son wants to go to the rickety bridge he ducks once, then another to get off, and once more to go down the wave slide. So I of course had imagined my son running across the playset and zooming down the slide. Well you can't. And he's cracked his head multiple times now due to poor supports placement. I have a feeling we will be removing those.
We reached a point building this where close enough became our mantra. It was impossible to get it 100% level and square. And when we did that anyway the swing beam pulled it off level. It's been an uphill battle. I don't know if I'd purchase again, and faced with the idea of disassembling and packing everything back at the chance of a return we decided to keep it. But the ad is very misleading.
So be prepared for a week installation, staining, poor instructions, and bumped heads. Especially if you have the wood roof which we got. I continue to crack my head every time my son asks me to climb up.
June 5, 2015
Rated 5.0 out of 5.0 by Folden Great product! Well made!!
The play set is very nice. All parts are well made. Price is reasonable for what you are getting. Looks really nice in the yard.
Installation. : exactly like all the other reviews. We are a family of home builders and it still takes hours. It's not hard work and directions are good but it's thousands if parts to screw together. Just make it part of the fun. Get the friends and family together and have a play toy raising party.
April 1, 2014
Rated 4.0 out of 5.0 by mikeb NIce Play Set
Lots and lots of pieces to put together. I don't understand how someone assembled this in 2 days, it took me 4 days of labor with a helper to complete.
Instructions are not clear in some places but easy to follow once you get rolling.
It is a very sturdy set and the kids will love it.
July 8, 2014