Complaints

This profile includes complaints for Once Upon a Child's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Once Upon a Child

  104 20121 Willowbrook Dr Langley, BC V2Y 2T5

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  Once Upon a Child

  10/11 1300 Woolridge St Coquitlam, BC V3K 6Y6

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:26/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brought in items to sell on October 21. An offer to buy was provided that was extremely low, so it was denied and our items were brought home. It was discovered that they did not return all clothing items and the items not returned were from boutiques etc. Upon calling the store, no one seemed to know where the items ended up. Store protocols were not followed by staff. We asked for the manager to review the security footage but apparently she could not see that section. She claims the items were probably donated and tried to offer $50 for them. No one seems to know where these items went and it is odd to designer items would be donated. Something is fishy. They have taken away our ability to decide what is a fair amount for these clothes as they have no idea where they are now. The number of protocols that werent followed is also concerning.

  Customer Answer

  Date: 26/10/2023

  Yes I am looking for the business to pay for our items that were in there care 

  Business Response

  Date: 13/11/2023

  The Customer brought in Used kids items to sell to us, the staff explained the process how it works, he was then provided a form which he Signed with the process noting that we donate all items left in the store by end of day. The Customer Signed that form and was fully aware, it was explained to him twice and highlighted on the form he signed.The customer left and returned later that day when we had an offer to provide him. This in which, he declined the offer for the few items we could buy. The customer then took items on the counter of his and then, instead of waiting for the staff to gather his other items the customer went behind the staff only area, which you do not do at any business. This of course making all employees nervous, scared for their safety and uneasy. The Customer proceeded to grab items in an area where there were other customers property and then told the staff he took all his items and left the premise. The staff were unsure of what he took in total and also hoped he did not take other customer items in the process. Days later the customer called to say he was missing a few pieces of used clothing items. We noted to him that he grabbed everything himself that day and if, by chance, he did leave something then it may have been donated with anything else left by customers that day. We have the same franchise process for customers selling to us of over 10 years in this large franchise business and do it with up to 100 customers per day. We have not had this type of issue. All protocols were followed, unfortunately the customer forcefully came into the staff area which was not appropriate. As a good business for customer service,hours were spent on the phone with this customer trying to alleviate the concern. Even though the signed documentation is on hand, for his convenience, we still offered a fair amount of cash to the customer in good will. The customer denied several offers and was not being reasonable asking for hundred of dollars. We understand and our sorry that this customer may not be happy, however the business went Above and way Beyond in this case, in which we now consider this to be completed.

  Customer Answer

  Date: 14/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  It is unfortunate that a business is making up lies to cover up their mistakes. Below are the issues with their response: 

  
  Protocols were not followed and the manager confirmed this on a phone call. We have also dealt with other locations that follow these protocols:
  -The items were not properly tagged upon receipt.
  - They did not bring all items over when presenting their offer - accepted and  rejected piles. Therefore, keeping everything together.

  -When we did not accept their extremely low offer, the staff stood there and offered no assistance. I told them I would grab my items and no one offered to help. Conveniently, I had to help put the heavy items (swing etc.) behind the desk, so it is interesting this part is an issue now. 

  -The owner/manager also confirms that if items were left, a courtesy call is done. Other locations also state this. 
  -Staff mixed up other items for people, while I was there, confirming their disorganization. A customer confirmed this in front of me.

  When we first spoke to them about the issue, they had no idea where our items were but are now using a donated excuse to try and cover the issue. The items they are claiming were donated were the better items we provided, so I find it suspicious these would be the donated ones. 

  In trying to solve this, the owner also introduced herself as the manager not the owner and pretended she had to get approval to offer us an amount to resolve the lost items.
   
  She also said she did see the items come in the store but conveniently couldnt see where the items were sorted by employees.

  I would like the owner to define forcefully? An offer was declined and items were collected in the same manner they were brought in (as outlined above). I find this to be an excuse. Please pull footage to show forcefully as everything was done in a normal manner.

   

  Bottom line is our items were lost in their care due to their employees actions. How do we know the business didnt sell them (as stated above, they were the better items.

  Sincerely,
  
  ***********************

  Business Response

  Date: 14/11/2023

  I have repsonsded quickly to this concern to show our strive for good customer service in all situations.

  Information is attached as noted a sample of what the customer was provided, details of items dropped off and what the customer signed to. Items were left at the store by the customer and thus may have been donated, as per the attched form the customer signed accepting this. The customer did not contact us for day/s later. Some infortion was slightly which out from the orignal to protect the customers privacy on this open forum however if wanted we can provide the full original document.

  "Forceably" is defined as not requested or approved to enter a counter wrapped area for staff only, and in an area of other customers personal property. This is, as in any business, customers do not go into staff areas, behind cash till areas where this cash and staff are present and working.

  However before going further, as a good honest business franchise of over 10 years and never having an issue such as this, we want to move forward. There is always two sides to a story, we wish to have no ill will in this situation and yet want a resonable conclusion for the customer and our business.

  Origanlly an offer was made as a good will gesture to the customer for the few items of gently used clothing in question of $25.00 cash. While speaking with the customer, again to offer good customer service this was increased to $50.00 which is a large amount for gently used apperal items within our franchise model. The customer requested $100.00 which is not reasonable amount for what is being noted. The offer of $50.00 can still be offered to provide reasonable closure and sent to the customer via mail. 

  We do hope this can be accepeted as such and move forward to concluding this concern.

  Customer Answer

  Date: 16/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I will try to address the response in order. Responding quickly does not excuse inaccuracies, exaggeration or lying, and unfortunately results in a loss of credibility. There were not hours of convos, as she stated. There was no force. Multiple offers were not provided (one of $50 was given). Introducing yourself as the manager and saying you had to get approvals, when you are the owner. These false statesmen are concerning coming from a business that claims to have no issues.
  
  As mentioned the form signed shows nothing. The owner confirmed that a courtesy call is done. Other stores also confirmed this. The parts of the form describing items (if you want to call it describing) was also filled out by staff after it was signed, and is not accurate. Two bags and three items is what the form states. There were more than three items (swing, swan rocking chair, a ride-on toy, a push toy, and a brand new kids sorting toy in the package, in addition to the two overflowing bags of clothes). Again, this shows the disorganization. I have already outlined the issues with protocols in my previous response, so I will not go over them again. These issues are the reasons that lead to the missing items.
  
  To address the delay in my response, I was in the store Saturday and was told it would be half an hour. Two hours later, we received the low offer. * *** * ******* *** * **** **** ** ****, so I didnt verify all belongings. I called on the second business day upon discovering my missing items. No courtesy call was done (which should be in good business practice and was confirmed as part of their protocols. This is especially true in a declined offer scenario - we didnt sign any items over).
  
  Next, I want to address the use of the word force. Lets look at the dictionary definition of forcefully:
  
  1. By violence or force.
  2. Strongly; powerfully; with power or energy; impressively.
  3. Impetuously; violently; with great strength; as a stream ******* forcibly down a precipice.
  
  I think the footage can confirm this usage of words does not fit this scenario. As mentioned, the staff had me put items behind the counter and sorted our stuff on the counter, so it would be reasonable to assume we could collect items in the same manner. I acted no way other than normal (we didnt accept the proposal and I was going to leave. There was no aggression etc. as the owner is now trying to portray in an inaccurate manner). Staff did not offer assistance or say you could not do that. Also, if I was forceful I would assume that would be brought up in the conversation with the owner. The is also not a written rule for all stores, especially given the scenario I just described. 
  
  How long a company has been in business has now meaning on this. I have gone through reviews on this location and the issues with staff not being helpful, and offering low ball offers seems to be reoccurring.
  
  Regardless, we did not accept an offer and our items are missing. Again, no one knew where they were (or pretended to not know), and now the excuse of donated is used to try and bury the issue. As mentioned, the missing items were the better items, so it is odd they would say these ones were donated. Because our items are gone, this business has removed our right to determine value (we declined their offer for a reason). Items with another customer were also mixed up, so again, how do we know our items werent credited to someone else, were sold or stolen. As mentioned, one offer was given. We do not think it was sufficient as an entire bag has gone missing. As mentioned, these were the better items and the actual value was significantly over what we offered to settle for (we were being reasonable and are put in a worse off scenario than if we had never come in to the store). Again, we arent talking their price (as the owner refers to), as we declined an offer due to it being low. Our items should have all been together and returned and a courtesy call should have been provided especially given the fact we declined and tried to collect things with no help.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 20/11/2023

  Hello

  As a good business and not in acceptance of any other comments or blame to either party, we are trying to offer resolution to this concern and thusly have made a goodwill offer.

  We do hope this would be accepted and resolve this concern.

  Customer Answer

  Date: 21/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: as I have already explained in my previous notes that I was stripped of my right to accept or decline an offer when my belongings were so called misplaced or left behind. I was told and will say again that by staff and owner slash manager that a call is always given and is done as a courtesy to customers if belongings are left behind I confirmed this by calling other locations.the so called two offers is incorrect the manager or owner said she was going to offer 25 but chose herself to offer ************************************************************************** there care the  bag was lost or stolen or donated I was stripped of my right to accept or decline a offer on those items because staff did not follow there steps to ensure that customers received all items back in there hands.

  
  
  Sincerely,
  
  ***********************