Hide & Seek Kids Billy Cubby House

Absolutely terrible product if you live in any part of Australia that gets any rain. Do not buy this if you are planning to put it outside. Their warranty page now says that prolonged weather exposure is not covered, but that was not said when we bought ours in May of 2023. Not even the most meticulous paint job using excellent Dulux paint will… Read more

help. The screws supplied are not suitable for external use and the rust will come through the paint. We noticed rot in some of the roof panel timbers and I complained to Hide & Seek, only to be told that I hadn't sealed it properly. What they mean by "sealing" is using an external silicone on every single joint so that moisture cannot get in. This was not stated prior to purchasing or on the assembly instructions. That is also completely impossible to do on the roof panels - I got the same response as other people on this forum when I complained. I then complained to the Queensland Office of Fair Trading thinking they would examine my concerns about the warranty - another complete waste of time. Think of that as a free mediation session. Hide & Seek offered to give me replacement boards for the rotten ones - disingenuous suggestion since there is no way to replace a couple of boards in the middle of a roof panel, which should be obvious to even the most inexperienced person. OFT served no purpose and even when I asked about reviewing the warranty, my question was ignored since they had completed "mediation" and therefore closed my complaint. Taking Hide & Seek to QCAT would not be a good use of time or money. Simply stay away from this product. They implicitly acknowledge that the untreated Chinese timber is unsuitable for Queensland, but it is our fault since failure is due to placing it outside. The rot is spreading and I have no idea what we will do. The cubby looked great when first installed - not so much now. Am I upset? Absolutely!

If you want this to go the distance.. save your money until you can afford proper hardwood – We had a very poor experience with our cubby. We paid a professional painter to paint our cubby prior to assembly. He used house grade high quality exterior paint and primed every surface first.... That wasn't enough to save it. The wood is just rotting and it is falling apart. Its not just rotting in 1 place.. its the roof, the balcony, the main… Read more

support underneath. Its all over!

The location of the cubby was in a VERY well drained position because we had our yard completely landscaped prior to installing the cubby. With professional landscapers putting in proper drainage around the entire yard area of the cubby - within a raised garden bed.

Please... tell me how I was supposed to do MORE to ensure the longevity of this product? We followed all of the instructions on the painting and maintenance page of their website... but apparently its our fault?

We are now in the position of needing to pull it down and take it to the tip as its completely unsafe.

Ill be making a formal complaint to the ACCC. The Australian Consumer Law (ACL) creates a basic set of guarantees (or rights) for consumers who acquire goods. One of these guarantees is that the goods will be of “acceptable quality”. This guarantee includes that goods will be durable as a reasonable consumer would regard as acceptable. A good purchased is expected to be durable enough to perform its intended function(s) for a reasonable amount of time.

I'd expect a cubby house to last more than 3 years and I think that's reasonable.

the Hide and Seek response was that I didnt look after it and maintain it so its our fault. Purchasing something that is designed to sit OUTSIDE and IN THE ELEMENTS ... 100% of the time... but I need to put a cover over it to not let it get wet? An absolutely absurd suggestion.

Very poor quality for the money – We purchased and painted one of these for our kids and painted it with a high quality product like the user guide suggested. Fast forward 18 months and it was completely taken over by dry wood rot, once we reached out of course they blamed us for not maintaining the paint job properly and not selecting a better spot. Living in qld and getting… Read more

over 10 hours of sunlight didn’t seem like enough to be in the “ right “ spot so I’m not quite sure what or where is acceptable. Now you may be thinking to yourself that’s probably true case of the user not maintaining the product…..but before you judge….. do a quick search on Facebook marketplace and have a look at the common problems and take notice of all the pictures. They will just block you on Facebook if you share negative feedback so unfortunately you’re on your own.

These people offer an inferior product and charge a premium amount……..so beware.

Amazing Quality, Magical!! – We had our beautiful cubby for over 3 years and can’t rate the quality enough. We first purchased the Billie Grand Cubby and carport but ended up buying the sand pit, play gym cubby and outdoor setting as well. My kids absolutely loved their cubby, so much so that when we moved house, it was the first request for a new one. This year we’re getting the Newport Cubby, I don’t know who’s more excited me or the kids! Show details

Quality is okay, customer after service is terrible – Lots of areas do not quite match which you may find difficult to assemble. the shelf part is very easy to crack and break as it is not for heavyweight while kids will put their weight on that. The most terrible things are not the quality but customer services. Trying to report the case to them and get a replacement board. They kept questioning… Read more

the customer whether is our faults, not sending an instant report etc while I have already sent them the next day after delivery. Sent them email and photos, try to trace them up twice, no response for two weeks and the third time I traced in FB they asked me to take the shelf off and take photos again (3 weeks later).

I raised my concern about the kid is now using it and not convenient to take it off to wait for a replacement for at least a week but they are not thinking on the customer's side.

Summary, aftersale service not existed, quality a bit lower than expected for 1k bed.

Frankie Cubby House – Absolutely brilliant cubby house for our children. Fast delivery, easy set up and instructions, all packaged really well, great quality. Our children are so thankful and lucky. Thank you for providing them with endless fun for many years to come.  Show details

Best 2nd Birthday Present! – The cubby house was perfect for my 2 year old celebrating her birthday, she loved it and as parents, we enjoyed putting it together for her. The manual is easy to understand and follow, we had no issues putting it together. Would definitely recommend! Show details