Use this space to cheer the creator along, and talk to your fellow backers.
Have a question?
trying here as Primo has not responded in almost a week to my request for assistance via "contact us" on their web site, nor did they reply to tweets @them.
similar to Jack and Eugene below, I set my Cubetto aside as my daughter was too young for it when initially rec'd. I'd opened it up when originally rec'd, but not looked through the box, so didn't realize I'd only rec'd the adventure packs but not the actual Cubetto/control board.
anyone had success getting Primo to respond otherwise ?
Upon returning home (after a year living abroad) I was happy to receive and open the package with the Cubetto, only to find out there were parts missing. PrimoToys doesn’t respond to my queries.
What to do?
Hi, I'm one of the initial backers, and received my package awhile ago.
As my child wasn't of the right age yet, I didn't open the package until last week. Upon opening the package, I followed the instructions to do pairing (switch on both, place the forward block on the first opening, and press go)
Unfortunately, either the pairing fail, or the the Cubetto set is faulty.
I'd like to send for a replacement, and have contacted the team via a contact form, but have yet to get a reply.
Please reply to me at firstname.lastname@example.org
I am a backer and would like to buy the adventure package for my Cubetto. How do I do that?
This is my fifth request booklets 2-3-4 for my grands cubetto. Please help
cannot see the maps to vote on new adventures
I never got mine sent to me after a $260 backing a year ago. This is the third time I've reached out about it.
Hi Monchu, we're very sorry to hear this - it appears this was an error made by our freight company. We've just written to you directly, and we'll have the rest of your order sent out right away :)
Hi, I received the adventure pack in November 2016 BUT not the machine itself. I am in Taiwan. The shipping slip indicates that the package (adventure pack + space map + space booklet) is worth USD 89.38. But my pledge is worth USD 165 (early bird). When can I expect the rest of my pledge to arrive? Thank you!!
Anyone in Thailand got the package?
I have just received the Cubetto. We have opened it with great expectations!
The product is great !! but I have to ask you about the items associated to the stretch goals that were not in the box. Were they shipped afterwards? Am I going to receive them?
Hope to hear from you soon.
I finally received mine today but there was no special block included.
Anyone got shipment or update about shipment?
Hugo message me last week that he will provide update by end of the week now a week pass, did not hear anything from anyone.
It is already 2 months after tracking provided, when can we report that items is missing?
May I suggest that PRIMO toys send us new one, i will return one if both packages show up.
Received mine a while back, put it away for Christmas. Gave it to my 2-1/2 year old, and she loves playing with it. When people asked how Christmas was, she smiles big and tells everyone she got a robot. Thanks for such a wonderful product!
It's already months after Primo toys retail this. You treat ROW backer very poor.
Until now you still have no idea when we will gonna get my package. And it is very irresponsible to keep telling us to wait after wait after wait.
If i had known that it will take this long and no concrete expected delivery date i will not back this.
One of the worst campaign fulfillment management i experienced.
@Backers thank you all for the kind words from those who received and enjoyed their playset. For those looking for new ideas, missions and stories, keep an eye on our resource centre www.primotoys.com/resources, and sign-up to our mailing list to get more. We have a big update coming soon on plans for 2017.
@Forsupport please use our email@example.com email for the speediest of responses out of all the methods. We go through all the messages on Kickstarter every 48 hours.
@Thelastofus We're aware there are a handful of units still on the road. Some to Argentina, some to Thailand. We are aware of these shortcomings on these last remaining ROW countries, and assure you our Hugo and Alessandro are working to make things work.
What is the purpose of leaving comments / sending messages when @PrimoToys is not responding?!!!
BTW - US shipped to Hong Kong, via Sea, Europe and Ground to Hong Kong!
Yeah! Invested into Cubetto, when my Son was in Pre-K, received when he's off to College!!
Just received my Cubetto!! Shipped on Nov 23. 2016 through Germany, Received Jan 10, 2017 (Shipped via the slowest available logistics possible) Very disapopinted with the delays and shipment method. Especailly paying 50 USD for International shipping!!
Hope my son still has interested playing with this Toy! Expected to give it to him a lot younger!
Does anyone have any links with extra missions or custom missions for extra fun? Thanks
Will I ever get my Cubetto? There is no update for the last 2 months. Did anyone here get is Cubetto??
Your communication skills suck.
Wake up and read your email
I Got tracking number since 22 Nov , last update is processed at transit facility in German on 30 Nov until now.
Wondering what happened during the past month.
It would be nice if we can have update on the situation here. Hard to believe that in today's world it took more than a month to send package.
Got mine in time before Christmas, but hold back till today to use not in the Christmas - Jam.
Started to work with my granddaughter -4yrs- today, and it was a marvelous event.
Great , great work done.
Thx a lot - Best Kickstarter i ever sponsored
@Creater. Package shipped on Nov 22, got stuck and never got the package. Checked again last week, DHL now says no info on the package. Please advise, thank you.
Package shipped on Nov 22 and stuck at Germany since Dec 7 ..... and now I still haven't received it yet!!!!!! Emailed DHL but no response; messaged Primo Toys and they told me to wait. @PrimoToys, please follow-up with DHL!!
My children are getting disappointed everyday :(
received in time for xmas but with duplicate maps. bleah...
Just got the expansion pack, thought it was going to come with cubetto and controller. I am wondering if I can purchase the primary set? I am playing the game with my boys with a Lil app I wrote stl fun but would like to use the robot.
Merry Christmas everyone!
The extra special blocks are in the box with Cubetto (not in the adventure pack).
I received my tracking number November 3rd. The number doesn't register any items. I still haven't received the package. Please help.
Wow, it finally turned up and as others have said quality is awesome. Really hope shipping issues get sorted for future purchases. Missing special blocks too, have emailed support, hope they arrive soon.
Just received the package today. Was shipped early Nov16.
Everything worked straight out of the box. Boys were excited and had great fun learning how to move the cube forwards and backwards.
Seems that I am not alone. Mine Cubetto stuck in Germany since Nov 26th. DHL guy emailed me and told me I should contact my shipper!! It's 21th century but I still need to wait a package to travel longer than ONE month!!!
@Martin Lui, @Danny Chiu, @Mohd Lee Abdullah and many others, just realized that I'm not alone.
Mine was shipped on Nov 22 and has been stuck in Germany since Dec 7. What is going on?! Emailed DHL and left message to Primo Toys, no response ever.
My friend who ordered later than me but he received his couple weeks ago already.
Primo Toy, please help to fix it as soon as possible, thanks.
Haha have to laugh otherwise I'd get angry... rewards arrived for Cubetto today ... the Christmas tree, stickers, personalised story book and winter storybook... sigh ... no Cubetto to use them with... still 'sorting at depot' got to love being proven right when I said it'd get stuck with Christmas mail and not arrive in time for Christmas, as it wasn't shipped when promised, and here we are. I'm sure it will be great, once it finally arrives!
noviembre 26, 2016 at 8:21
this is the last news I have about my children´s cubetto. Not here (Chile) yet and it won´t be for Christmas. It is really a pitty.
I hope you can give me an answer.
No special blocks for me, (16 basic and another 16 basic packed separately)i :(
Australian backer here. Mine arrived on Saturday. No special blocks though. Everything else seems fine.
I can not find my special blocks, just 16 basic and another 16 basic packed separately inside the box
@Danny Chiu, same here, last update was 7th Dec for me. But since the past few days, the tracking number under "Delivery by Postal provider" (Not the one given, but the one shown on the same tracking page by DHL) is showing up in our local postal office website, though it's only showing "Receive from Sender" and "Depart from Origin Country"
Could anyone post a picture of the three special blocks since im not sure if i got them.
They were in the pouch with the other blocks, they weren't packaged separately.
Just open the box, nice job, but I can't find those three special blocks inside (negation, random,backward). Is this normal?
Mine arrived Hong Kong, just take it from local post office, so excited
Hello .. I'm in Tasmania, Australia and I have received NO parcel nor any tracking for one -- has this even been sent yet???????
Think my package is traveling to Hong Kong by ship, truck, train.... shipped on Nov, 22nd. Updates from DHL every two weeks, or no updates since Dec7th.
It currently shows it in Germany.
What's going on guys? Don't expect it for Christmas! My son is getting way too old to play it!
I received my shipment but for some reason it was totally wrong. I pledged at the cubetto + expansion level but instead received 2 base cubettos in my box. I need this rectified please.
Hi, Same here, from Hong Kong, got no updates since Nov26, contacted locale courier and DHL, no result. Please check.
5 days after receiving my THIRD tracking number, DHL still shows NOTHING.
Can you please let me know when i'd be able to actually get some accurate information regarding my order? It's been a delay of almost 4 months already.
Backer number 1357. I am also from Hong Kong. Same case with another backer from hk too. No info since 26nov. Asked dhl and they asked to to ask cubetto. So far no one from cubetto has answered my query. It's the third time I have left message here.
Please don't drive away your potential customers. I meant to use cubetto in schools and would purchase in bulk if it works. Now I am losing all confidence in you.