Rated 3.6 out of 5 by 15
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 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 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 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 3.0 out of 5.0 by olallalife great playset...terrible customer service
The playset arrived 3 weeks late. Gorilla did not respond to phone calls from myself or home Depot. When the set finally arrived, there were lots of missing bolts and otherhardware. Probably about $50 in hardware we had to buy (even though it was listed as included) and lots of extra stuff that wasn't needed. Get it right, for over $3,000, I shouldn't be missing hardware and the set should arrive on time.
Once done, the set is grest.
July 16, 2014
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 1.0 out of 5.0 by Disappointed Mold!!! After just a couple of months!
I would definitely not recommend this to anyone!
We had it installed in November 2015. It is now February 2016. We've had only a handful amount of snow storms. It gets the morning sun until about 3pm (until summer comes!). There is mold on the wood everywhere! Everywhere.
February 22, 2016
Rated 5.0 out of 5.0 by 1happycutomer I am so pleased with this playset!! The quality is great!
We are so happy with this product. All the parts were there and the quality of the wood, etc, were far better than expected. Very sturdy and just looks great! It took time and patience to put together but well worth it! Just a very happy customer! Thanks!
November 17, 2015