Complaints

This profile includes complaints for West Coast Kids's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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West Coast Kids has 2 locations, listed below.

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  West Coast Kids

  12411 Bridgeport Rd Richmond, BC V6V 1J4

• 

  West Coast Kids

  4428 Main St Vancouver, BC V5V 3R3

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:12/07/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We received a Coco Village Educational Tower as ordered on line. The screws provided with the product are too small for the holes they are supposed to go in and do not hold the product together making it unsafe for a child to stand on. We reached out to West Coast Kids on June 15, 2023 advising them of this and inquiring how to rectify this. We were told by ****** @ *** she would reach out to the brand representative for advice. We have emailed multiple times requesting updates only to be told she was still waiting to hear back from the brand. We have suggested we make an exchange in store to be told " If there is any issue or missing any part for this brand, we have to contact to supplier, as they want us to inform them so they can provide the best resolution." It has now been a month, and we do not have a resolution for the unsafe and defective product we received. We called the *** customer service line and were told we could not request a refund and had to wait for the brand to reply to ***. When we asked to speak with a manager, we told we would get a call back within a week because the manager "is very busy". We have requested multiple times arrangements be made for us to exchange in store (although inconvenient for us which was why we placed the order online) and this request has been ignored. We are requesting either a refund for the unsafe product or an exchange for a new one.

• Initial Complaint

  Date:13/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  I purchased a wall nice for my newborns nursery in oct 2022 and it was delivered in nov. A week later I got a bill from ***** telling me I over 80$ in duty - which was not advised at all on the website during the order
  
  I emailed westcoast and was told by a rep Kayla not to pay the 3rd party sender would take care of it. A month later I got another bill saying I must pay the fee. I emailed again and was told yet again by a rep name Justin that i don’t have to pay. A month later I get another bill saying I just pay the fee to ***** or it will go to collections. I called westcoast this time on Jan 13 and spoke to a rep name Kayla who told me that it’s a billing issue and they are taking care of it. But again not getting any confirmation it’s taken care of and getting threats from ***** for a charge that is not my responsibility is going to affect my credit.
  I want this dealt with now

  Business Response

  Date: 13/01/2023

  Hello 

  our sincere apologies for this issue. We are looking into this issue as we show we have covered these costs and we have receipts for reference .

  please email ******************* to follow up on this .

  we have reached out to ***** to correct this issue .

  again our sincere apologies for your frustration .

   

  Thank You,

   

   

  Customer Answer

  Date: 13/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:05/01/2023

  Type:Customer Service 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.

  Hello, I had my baby 3 months ago and decided to go do some shopping at the ************************************************************ location , I was disappointed to find out it wasnt stroller friendly and was very much so difficult to get in. I had to carry the whole stroller with the baby inside up the stairs by myself and once I was done at the store I had to carry the stroller plus my purchases down the awkward set of stairs that bring you right to the door and after another set of stairs, it was very embarrassing and hard to do. Disappointed to know that this is a kids store and not only its not stroller friendly its a very hard to get into with a stroller. I cant imagine trying to get out of the house after having a baby and for a mom who had a c section to be doing this just to get in and out of a kids store.

  Business Response

  Date: 18/01/2023

  Hello,

  our apologies on the delay in a response .

  We appreciate all our customers feedback, and we take it very seriously . This particular building has been occupied by WestCoastKids for over 50 years, pand unfortunately it definitely has set backs . We do recognize this and because it is a heritage building , it isnt so easy to fix . We did however just decide to relocate into a building thats better suited for our customers and our staff . Stay tuned on Instagram to hear all about it . We would love the opportunity to serve you in this new location .

  Our apologies for your frustration and we hope you can give us another chance to show you we care , and we take care of our customers !!!!
  

  Thank You,

   

  WestCoastKids

• Initial Complaint

  Date:01/12/2022

  Type:Delivery 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.

  I originally made a purchase through West Coast kids for my children. ***** was the courier company that was handling the delivery for this parcel. This parcel had specifically requested that a signature is required upon delivery and also please know that it is quite a large parcel around 50 pounds. The delivery was supposed to happen on November 8th 2022. I was not home at the time that the delivery driver attempted to deliver the parcel. I have a ring doorbell camera that caught the delivery person attempt to ring the doorbell no one open the door and left with the package. When I looked at the tracking it stated that the parcel was delivered and it was signed for. When I checked the proof of delivery there was no signature but just my name written as “***********”. I can assure that there was no one at home to accept the parcel and it was not left at the front. I had arrive home later that evening and checked around the house but there was no parcel delivered. Right away I had called ***** to file a report after a few days of communication they stated that they could not help with this and I need to contact Westcoast Kids. I had right away contacted them even before ***** has informed me. I happen in communication with West Coast kid and ***** has not been active with the missing parcel report and I am hoping to get some clarification on where the packages and an update on what will happen next. I had originally needed this item to go on a trip that we are leaving to this weekend but had to purchase another one to replace this one. This has been not a pleasant experience with no communication on what happened.

  Business Response

  Date: 02/12/2022

  My apologies for this experience.

  it sounds like your package was shipped . This looks like a ***** issue but of coarse we will look after you and get this resolved .we will look into this ASAP and contact you with a resolution.

  our customers are important to us and we will definitely look after you.

  we will get back to you within 24-48 hours .
  

  Thank You,

   

  WestCoastKids

• Initial Complaint

  Date:19/09/2022

  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.

  July 2022 I purchased The ********** ***** Luxe 2.0.
  When we received the wagon it was clear that it had been repackaged and was heavily used before beforehand such as: wear on the wheels, a broken clasp and many imperfections to the frame.
  Due to the afternoon arrival of my package, I called West Coast Kids the first thing the subsequent morning to have the situation rectified. I asked to visit the store to exchange the product for the product I paid for. I was told by the customer service team they could do nothing to help, and it was a matter for ********** regardless of timeframe, photo evidence, the whole 9.
  
  This is theft.
  
  They outright refused to rectify the situation in any way shape or form.
  I asked to return the item, to be told the moment I opened the box it became final sale, as per their policy.
  
  Mistakes happen, however, refusal to acknowledge, refund, exchange or compensate the customer for selling a faulty product, is theft.
  
  I request a full refund of $1426.08

  Business Response

  Date: 28/09/2022

  To whom this may concern,

  I have investigated this customer service issue . It appears that the customer did purchase a ********** wagon. We received a complaint about the condition of the stroller/wagon . The process to rectify any ********** after sales issues, are done direct through us , the retailer , and ********** . **********’s policy is for them to ship any parts or new products direct to our customers . This customer was sent a brand new wagon . Our notes show that the customer has received the brand new wagon . We feel that we have resolved this complaint . We replaced the wagon AND the customer still has the initial wagon . There is no need for a refund as the customer has the wagon plus a brand new wagon .

  we are sorry that the initial wagon was not to the customers satisfaction and therefore we replaced it . We did NOT request the initial wagon back .

  we feel we have gone over and above to satisfy our customer in this matter .
  we always appreciate the opportunity to tell how we resolved the issue on our end .
  

  Thank You,

   

  WestCoastKids

   

   

   

  Customer Answer

  Date: 29/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was never sent a brand new wagon. The facts that you would rather lie publicly speaks volumes about your integrity and business practices. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 29/09/2022

  Hello ******* ,

  I have provided the information sent to me from ********** and they have advised us that they have indeed shipped a brand new wagon. My apologies if this is not the case . Do you mind letting me know exactly what you have received from ********** . I can see the delivery notice and size of box , it looks as if it is the correct sizing of the wagon .Please advise what you received so we can make sure you have the new wagon. We do see our customers through until all has been rectified. We intend to do the same for you . My apologies for your frustration but this will be resolved . If there is something wrong with a product we will replace it and correct it . This is what we show has been done for you . If there is a discrepancy with what you have received , we will get it resolved ASAP. 

  Thank You,

   

  WestCoastKids