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:12/18/2023

  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 had received KidKraft Ultimate Corner Wooden Play Kitchen with **************** Play Phone and Curtains, White as a Christmas gift and usually our play kitchen last years this one the bottom wooden piece snapped first day we set it up for Christmas and the kitchen sink faucet snapped so easily after the 90 day warranty and now our fridge door. Mind you I have very tiny little petite girls that are not that strong to break off a wooden door and sink faucet.

  Business Response

  Date: 12/21/2023

  We apologize for the negative experience this consumer has had with the product. 

  After reviewing our consumer facing communications, we were not able to find any correspondence from the consumer regarding this issue. Our team is always happy to assist with these types of concerns, and the consumer has now been provided with the phone number and email address where our team can be reached directly.

  This product being purchased approximately one year ago would indicate that it is no longer under our 90-day product warranty, however, as a one-time exception we are happy to provide replacement parts for the item. We have spoken directly with the consumer to advise of next steps and have also followed up via email. As soon as we receive a few more details from the consumer, we will ship replacement parts so that they may continue enjoying the product.

• Initial Complaint

  Date:09/29/2023

  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.

  Item name: KidKraft Train Table Bought from Amazon Order number is 113-6145757-9449848 The reason: We bought it in last December, and my little one was too young to play it, so we just open it this September. And theres at least 10 pieces parts lack, and the table is useless now since we cant build the track. KidKraft said its out of warranty and refuses to send missing parts, and me to pay extra for buying those missing pieces.My request is send me all the missing parts freely.

  Business Response

  Date: 10/26/2023

  We are sorry to hear that this item arrived with some pieces missing and understand that this prevents the child from being able to enjoy it.

  We have provided replacements for the missing pieces. The order has shipped via small parcel carrier, so the pieces should arrive within 3-5 days. We have also provided a discount code to the consumer due to this inconvenience. We hope that the parts will arrive quickly so that they can complete the assembly of this item.

  If there are any further issues or concerns, our team will remain ready to offer support.

• Initial Complaint

  Date:08/09/2023

  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 bought a Kidkraft swing set in 2021. We noticed this summer that almost every beam was cracked and is unsafe for our children to use. I reached out to Kidkraft on June 13th. They told me this was normal and would send a few replacement parts. I did not accept this and am still waiting for a resolution. Every time I call I am told it is being reviewed by management. It has been almost 2 months and my kids have been without a swing set all summer. I would like my money refunded. I do not want to get replacement parts that need to be replaced every year because this product is poor quality. I have a lot of pictures if you are interested. They are too big to attach.

• Initial Complaint

  Date:07/26/2023

  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.

  The site listed an item on sale that was out of stock. There was never any way for anyone to take advantage of the sale price. So I took a screenshot and put down my email to be notified when the item was back in stock. The item is back in stock and the company won’t honor their own price. I think it’s a scam to list out of stock items for sale that no one can ever purchase and not honor your own price. Terrible customer service and business ethics.

• Initial Complaint

  Date:07/24/2023

  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 multiple attempts to contact customer service I am filling this complaint. I bought a KidKraft Forestview II playhouse at ******** Once we put together I noticed a weak piece of wood that split when we were s******* into the set. The piece of wood is number 051 (Cafe table top) and also never received a bench that was supposed to come with the set. Kidkraft ask for a batch number which I dont have. The set came incomplete plus a weak piece of wood. I would like those two pieces sent to me. (Cafe table top 051 and bench). I am tired of trying your nonexistent customer service. Thanks

• Initial Complaint

  Date:07/13/2023

  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.

  I purchased a chaise lounge for my children through amazon on April 8th of 2023. I left it in the box until the weather was nicer for it to be outside to begin using it. We built the product and one of the pieces that is removable for storage etc fit pretty tightly. With just a few times of removing the item the wood started to chip away on it (the item is made of wood). I contacted kidkraft to have them help me with my issue on June 22nd. I provided them with my receipt for proof of purchase. But they refused to replace the part unless I had a batch code number. Which is placed on either the box it comes in or the product itself. The batch code is on a sticker! I threw away the box when I was done building the item. And the batch code was not on the product. I do not feel a sticker is a good way to keep a batch code on a product, let alone a product that sits outside in the elements. The product is branded in ink with the kidkraft name. But not a batch code number that is needed to replace any part on the item.

• Initial Complaint

  Date:06/23/2023

  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.

  Purchased playset for 3 year old daughters. Parts missing, wooden structural pieces cracked with multiple splinters on almost every board. Bolts not long enough to attach swing portion to playset. Very very poor quality of product, would not feel comfortable having my children play on a parkset that looks to have been manufactured in someone's basement. Disgusting waste of money, this company should hang their heads in shame. Your product is an expensive batch of fire wood.. Great job

  Business Response

  Date: 08/08/2023

  We are sorry to hear that the playset the consumer purchased did not meet the standards expected of our brand. We hate to hear of any negative experiences with our products and would like the opportunity to resolve any issues or concerns with the product.

  Upon review, we were not able to locate any communication directly from the consumer to our support team. In order to provide assistance, we would like to request some additional information from the consumer so that we can help to determine the best solution in this case. Without this information we are unable to make any determinations regarding the product.

  We have attempted to reach the consumer by phone, and have opened an email ticket as well. These emails can sometimes go to a bulk or spam folder, and recommend double checking in those places.

  We will continue to be available for assistance and will be glad to find the best solution so that the consumer can fully enjoy the product.

• Initial Complaint

  Date:06/08/2023

  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.

  I am writing to report a serious incident that occurred today with my KidKraft ********************** Swing Set with Slide, Chalk Wall, Canopy, and Rock Wall. The product was purchased from ******* in June 2022 and is still under warranty. Unfortunately, the product lost its canopy in August 2022, but we were able to deal with that issue.However, today, while my 4-year-old daughter was swinging, the entire swing set fell apart and she was injured. Her older brother, who is 5 years old, had to leap out of the way to avoid getting hurt as well. This incident was witnessed by several family members, and we are all extremely concerned about the safety of this product.I would like to request that you take immediate action to address this issue. As the product is still under warranty, I hope that a replacement or repair can be arranged as soon as possible. Additionally, I would like to request a thorough investigation into the safety of this product to prevent any future accidents.I appreciate your prompt attention to this matter. Please let me know the next steps we can take to ensure the safety of our children while using this product.

• Initial Complaint

  Date:06/07/2023

  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.

  Purchased a playground playhouse and slide for about $2k on 4/19/23. The process has been horrible as everyone passes the buck and blame the issues on someone else and other departments. They dropped off damaged boxes. When the technician came to install, he only opened one box and said its damaged. I wont get paid today. Very unprofessional! Told me to reschedule or call KidKraft to return. Nothing should be put on me as the consumer to fix. Ever! I called to complain and ask for a refund and they refused it back stating I shouldnt have accepted it damaged. I had no way of knowing what was or wasnt damaged inside the boxes as they were just smushed. I paid for installation and it wasnt my responsibility to open or do inventory on the boxes. If its good enough to be delivered to me that condition, its good enough for them to accept back! But that is how they trap you! It was their sub contractors who damaged it in transit is what they claimed. Their process, their fault. 2-3 weeks later, new parts and they came back to install. He was due here **** and arrived at ****. I then had to cancel my plans that night because he still wasnt done until almost 8pm! I had to help carry the boxes out back bc he was dragging them and having trouble. He left trash and all boxes in my yard and stated that wasnt his job. The wooden pallet it arrived on is still sitting in my driveway after weeks! The house itself has damaged boards, boards splitting, black marks all over the blue boards and all the white pieces have smudges and marks all over them. Its brand new!!! And should look, brand new!! For a product that I spent $2000 on, completely unacceptable! The boards being split is just unsafe in general! I would never recommend this company due to their lack there of and poor attention to detail. very unhappy!

• Initial Complaint

  Date:06/06/2023

  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.

  I placed an order for a playset on May 10, 2023 in the amount of $2085.42. This price includes the cost of the playset (+taxes) and an assembly fee through their third party company, Go Companion. The website states that within 48 hours of placing an order, I would be contacted to schedule a delivery date and an assembly date. The order was delivered Friday morning, May 19, 2023, 9 days after placing my order. I had not heard from an install company as the website stated, so I reached out to Go Companion on my own account. I spoke with a representative this same Friday, the following Saturday, and the following Monday- all of which I was informed that my technician could not be reached and that a voicemail was being left, as well as en e-mail was being sent. Tuesday morning, May 23, 2023, I called KidKraft to try to get some help with my order. The representative informed me that I had to allow them 15 days for an installation before anything can be done. This timeline would have been fine, but the problem is that nobody could give me an installation date. I told the representative that this transaction had been a nightmare, and that I'd prefer a refund at this point. She informed me that if I wanted a refund, I would have to pay to ship the product back myself. At this rate, she refunded the assembly, and I informed her that I would dispute this with my credit card company. In the meantime, I reached out to KidKraft again on May 31, 2023. I spoke with the same representative as before, and she informed me that they could re-open the assembly order if I want to re-pay the $800 that they originally refunded, also stating that the 15 days would start over. I asked what happens if 15 days comes and goes, what is next? She made it clear that under no circumstance do they pay for return shipping, even if their policy is broken and assembly is not completed in the promised timeframe. I would just like to return the product for a full refund and part my ways from KidKraft.

  Business Response

  Date: 07/05/2023

  We apologize that the experience of purchasing expert assembly was not satisfactory for this consumer. We understand the inconvenience and frustration that this caused and appreciate the feedback that has been provided to us regarding the experience.

  At this time, we have provided a full refund of the purchase to the consumer. This can be expected to be dispersed to the original form of payment within ***** days.

  We hope that we are able to provide a better consumer experience in the future.