Complaints

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:06/28/2024

  Type:Sales and Advertising 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.

  On 5/30/2024, I ordered a swingset for a total of $1098.99. It went on sale for $789.99 before my order shipped, I called for a price adjustment, and was told they don't do that. I asked to speak to a supervisor, I was never called back. Called again and said I was going to cancel my order and then reorder for the sale price of $789.99. They told me someone would contact me. I was emailed back stating I would be giving a credit for the difference. I received $100.00, then another $100.00, that's it. I am still owed $109.00. I have sent several emails and made several phone calls, too no avail. I have tried on my own, but couldn't solve it, so now I am reaching out for your help.My order #**********. Feel free to contact me at ************ or ************.****************************** Thank you,*********************************

  Business Response

  Date: 07/19/2024

  The consumer purchased a swing set on 5/29 and it was subsequently delivered on 6/8. No issues were reported with the delivery of this item. on 6/17, the consumer reached out to the Consumer Engagement team to request a price adjustment as they noticed that the same swing set was reduced in price due to a new sale. As of now, we have provided $200 credit on this consumer's order as a courtesy as it is not our policy to provide price matches. No further price adjustments will be made at this time. All prices and promotions are subject to change with or without notice.

  We apologize for any inconvenience or frustration this may cause and appreciate the feedback regarding their experience. We will review this as an opportunity to provide better consumer experiences moving forward.

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair 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 purchased a dollhouse for our daughter through the kid Kraft website. Upon arrival we received a box filled with broken and damaged pieces. We called Kid Kraft to resolve the problem, they did not offer a solution. We requested a replacement or a refund. They said they do not offer either. I would have to ship the dollhouse back to them at my cost. The cost to ship back a bulky item would be more than the dollhouse cost. This seems unfair as their product arrived damaged and faulty to begin with. The only thing they could offer is to mail replacement parts. So, I proceeded to request the replacements. For months we have been going back and forth unable to put together my daughters dollhouse after purchasing a brand new dollhouse for her. The replacement parts have either arrived broken, damaged and the holes, pieces, etc do not align properly, leaving us with a pile of junk. The product is also unsafe at this point for children to play with. I cant believe the way way kid Kraft operates their business. They have a total disregard for customer service and child safety . Their products are not backed by warranty. They basically take your money and send you a box of broken pieces, a total scam. I have tried to work with them and their procedures but it hasnt worked. Our ultimate goal was to provide our daughter with a quality, new, doll house. Their customer representatives are rude, they hang up on you and disregard your complaints.

  Customer Answer

  Date: 06/17/2024

  I would like to add the order number for reference 1318608936.

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair 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.

  We purchased the *************** from KidKrafts website on 3/15/24. On 3/22/24 the product arrived with damage from the shipper and damage from the manufacturer. Upon contacting KidKraft on 3/22/24, replacement parts were requested. On 3/25/24 KidKraft responded stating the damaged product was shipped with the exception of an out of stock piece, part #****. They provided no updated time on when it would be available to ship. I have been met with no updated time frame and multiple statements that the part remains unavailable to ship to me while the Bear Cave Lodge play set remains for sale on the KidKraft website. The broken part is the first step in the building process and I am unable to even start to build this play set to find any additional issues. Upon numerous emails to KidKraft and escalation to a supervisor, I have requested a refund and was offered a $100 credit for my inconvenience. I have had the product in my possession for over a month now, hundreds of pieces in my garage to prevent them from breaking during this wait. I have a play set that was supposed to be built for a childs birthday party that continues to sit in the garage. My children currently have no play set to play on outside because of this continued failure. A total of 15 pieces were requested due to damage, only 2 were from shipping damage that I could tell and more pieces have been found warped recently when the company stated After further review of the photos you provided our team can only visibly identify minimal damages to 6 planks and 1 panel out of more than 200+ parts that make up the entire playset. You claimed, "the product is defective", however, you have only provided 8 photos of 7 parts in total. I have provided KidKraft with the pictures of the worst damage as the file was too large to send with multiple pictures in the initial email. I do have all pictures and emails available upon further request. Thank you for your time.

  Business Response

  Date: 05/08/2024

  We are sorry to hear of a negative experience regarding the shipping and delivery causing damage to this consumer's play set. We understand the inconvenience and frustration this can cause and have shared this feedback with the appropriate internal teams.

  One of the essential fort panels that was damaged is currently out of stock, unfortunately. However, we have shipped a replacement of the entire box that contains this panel so that the consumer may move forward with the assembly of the item without having to wait for this part to return to stock. An appeasement has also been provided to the consumer.

  Again, we extend our apologies for the frustration of this experience and appreciate the opportunity to provide a solution for our valued consumer. 

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair 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.

  after months or researching playsets for my sons i found one i loved and made an order. i was super excited for it and so were the boys. Today it was delivered, it came on a truck as soon as the delivery driver got there i asked for it to be placed 10ft closer to the garage so i could get my car out, he said no i drop it here this is curbside. i said ok im not asking to put in the garage or anywhere im asking for it not to block my driveway so i can get out to get my son from preschool, he was very rude and aggressvie and kept hitting the paoer and told me to call the company and hes leaving it where as is. I couldt get my car out i scratched my entire side of my new cadillac as well as the mirror to be able to go get my son from school. I got home and reached out to kidkraft customer service and explained the situation to a chat rep who then started copy and pasting to me fine print in delivery i advised i wasnt asking th driver to move it anywhere but to make sure my driveway wasnt blocked, she was like a robot and was very rude telling me to return it but they arent paying for it, this set me off even more. i run a VERY large corporate call center and you do NOT talk to customers in this manor EVER. i have a very BAD taste on my choice and spending a lot of money on a playset and this is not how anyone should ever be treated. i would like a refund on the ***** delivery charge that will go towards buffing out and getting paint touch *** on my new car.

• Initial Complaint

  Date:04/11/2024

  Type:Service or Repair 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.

  My granddaughter got this playground for her second birthday as a gift. When we went to put it together in the yard and opened the box up, It was defective and ruined. A bunch of the wood pieces were either bowed, ruined, broken or just flat out defective. Some of the pieces with the screws and bolts are ruined and there is no way this playground will be able to be put together. It was purchase brand new and this is NOT what was expected when we opened the box. You can clearly tell by the pictures.We took that the item.Who is brandu and just opened *********** is telling us it's pretty much my problem because I don't have a receipt even though it's Brand new and was a gift. at this point I want it exchange for a brand new one, and they can have the old 1, however, they wanna get it back. But there's no way I'm building this to have my granddaughter End up at the hospital and there's no way we're losing $300. because they're a cheap company that doesn't stand behind their defective products . I'm ****** off.

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair 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.

  In November of 2023 I contacted KidKraft about my swing set that is falling apart. the wood is splitting and screws are falling out. The set is unsafe for children to use. I do not want any parts replaced as I can tell the quality is poor and will not hold up. Kid Kraft keeps telling me to contact the merchant. The merchant will not take the return as it is way past the return period. Since this is a Kid Kraft product, I need them to deal with it. I keep on going in circles with them. Of course by now it is past the warranty period. I do not want my children playing with this set as it is dangerous and don't' want anyone getting hurt. I want a refund or a complete replacement for a completely different and more stable set. Please note the set was extremely discounted and now I understand why! it isn't even worth a 75% discount.

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair 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 an outdoor playset for my children less than a year ago. I paid $1,000 for the playset and another $700 to have it installed professionally. Right off the bat, I thought the playset looked like complete garbage. A few months later, the playset looks even worse. The wood is falling apart and the structure ruins the look of my whole yard. The material that was sent by KidKraft to build this structure for young children to play on is atrocious. I am not only disappointed with the appearance, but I am genuinely concerned about my childrens safety playing on a playset that looks like it is falling apart only months after purchasing it. I reached out to customer service multiple times via email and phone over the past month and no one has provided me with an appropriate response or solution. In fact, I have been being ignored for the last two weeks. I will absolutely be spreading the word to never purchase from this company since they have not even bothered to try to fix the issue.

  Customer Answer

  Date: 04/03/2024

  I received a missed call from ******* from KidKraft. She left a voicemail with a phone number and extension to reach her at, but when I enter the extension, I am told it does not exist. I tried calling the business back to speak to ******* directly, but the representative said he was unable to transfer me directly to her.

  Business Response

  Date: 04/10/2024

  We apologize for the negative experience this consumer has had with one of our products. All feedback and photos have been shared with our internal teams so that they may closely review the performance of the product. 

  We have spoken to the consumer and have agreed to provide a replacement product of equal value, size, and features. The consumer has stated that they will disassemble and dispose of their current item in exchange for the new one that is being sent. 

  Customer Answer

  Date: 04/15/2024

  I have reviewed the business response and accept this resolution. I am now waiting for our replacement swingset. Thank you. 

• Initial Complaint

  Date:03/20/2024

  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.

  So disappointed. We purchased this for our 3 year old for his birthday, we hired a contractor that has done other work for us to build the playset. From the beginning doing inventory, there was multiple items missing, since we had someone being paid to build it for us, we had to find similar parts at the store instead of waiting for kidkraft to send replacement parts. There was also multiple damaged wood, holes not lining up, etc. because of all of the issues, it took him four full days to build. This obviously cost us way too much money because of the time it took due to the issues with the playset and him having to spend more time than anyone could have imagike making this work. I called kidkraft and they told me to submit everything that went wrong for a partial refund since we had to purchase everything additional that they didnt put in the box. After I talked to them, we found the ******** post was missing, something which couldnt be purchased and he had to leave us with an incomplete set until kidkraft can send that part.So I sent my email requesting partial refund for the other issues plus the one replacement part we needed to complete the set.They emailed back days later to say they were shipping the replacement part but "couldn't offer a partial refund because they found a no cost alternative (aka shipping the one part) completely ignoring the rest of the problems.The materials feel cheap and hollow, we are just so very disappointed with this purchase.

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair 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.

  On ***** I listed the KidKraft band furniture that came in my daughters KidKraft brand dollhouse (We have other furniture we are using in her dollhouse and have no need of the ones that came in her dollhouse box when we purchased). My listing was up for about 2-3 weeks before KidKraft reported me to **** and had them remove my listing because, and I quote from the email, You may not use brands names in your listings if the product isnt manufactured by or compatible with that brand.The furniture I am selling is in fact KidKraft brand and it is in fact compatible with KidKraft branded dollhouses. It literally came in the KidKraft dollhouse box that I purchased from the store.It is clear that KidKraft is going through all **** listing and reporting all listings that have their name brand in the title to try to keep us from being able to sell. They want to reserve sales for themselves.I am very disappointed in this company and will be taking my business elsewhere.

  Business Response

  Date: 02/01/2024

  Due to our efforts to prevent our products from being fraudulently sold, we are sometime ****** cautious in removing certain types of listings. We apologize for any inconvenience this may have caused.

  If you wish to forward the listing to our Customer Support team, we will be happy to forward it over to the appropriate team for review.

  Please let us know if there is anything further that we can assist with at this time.

   

• Initial Complaint

  Date:12/21/2023

  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.

  Purchased Majestic Mansion dollhouse in October 2023. Both the 3rd and 4th floors of the house were received severely bowed/bent in the packaging, which negatively affects play, as furniture may not be placed on these floors. I have submitted a request for replacement parts twice now through their website request form, once in October and once in December, and have not yet received a response. They state you only have 90 days to request replacement parts, and we're nearing that threshold with no response from the company.

  Business Response

  Date: 01/09/2024

  We apologize that the request forms submitted through our website did not transmit over to our team. This is not the type of experience we wish to provide and will advise our internal teams to review and ensure that all forms are being properly transmitted.

  A ticket was started with our Customer Support team by the consumer, and our agent responded with a request for additional information of the product so that the replacement parts order could be processed. As of this time, we have not received a response from the consumer. The Consumer Engagement Supervisor has also tried contacting the consumer by phone and has left voicemails, and at this time no response has been received from the consumer.

  We understand that the consumer is not satisfied with the product they received and are happy to provide replacement parts. Since the consumer attempted to contact us within the 90-day warranty period, we will honor the request for replacement parts. We recommend either beginning a new ticket with our Customer Support team or contact us by phone so that we may process an order. 

  Again, we apologize for the dissatisfaction and inconvenience this has caused and will remain committed to providing a better consumer experience going forward.