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:06/06/2023

  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.

• Initial Complaint

  Date:06/01/2023

  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 a swing set from kidkraft which has since deteriorated. I contacted them numerous times (over 20 times) finally got someone to pay attention on 3/20/23. They asked me to submit proof of purchase and pictures of the damage which I did. They accepted the case after weeks of emailing back and worth and countless hours spent waiting on hold for someone to answer and provide a solution. They then sent replacement parts on 4/27/23 (5 weeks after going back and worth) only for them to be all broken.I of course rejected the shipment and contacted them immediately with pictures of the replacements parts they had sent which were all broken. They assured me they would send another order. Its been a month since. Still no order has been received. I finally got them to supply me with an order number which is still waiting for fulfillment. *** asked to speak to a manager and numerous occasions and they tell me they do not have one available and will created a ticket for one to call me back within 24 hours. Its been 2 months! *********************************** call back from a manager. Meanwhile I have a structurally unsafe playground that is all rotten and an anxious 3 year old who is being tortured seeing her playground but not being able to use it.

  Business Response

  Date: 06/02/2023

  We are sorry to hear of the negative experience when trying to reach our support team to get replacement parts for your set. This is not our goal and we will review opportunities where we can better your consumer experience.

  An order for replacement parts has been created, and the tracking information provided to the consumer. We have also provided a promo code to be used towards a future purchase due to the inconvenience and frustration this has caused. 

  If there is anything further that we can assist with, we will be happy to help as quickly as possible.

  Customer Answer

  Date: 06/07/2023

  I am rejecting this response because:   
  

  they offered a 20% coupon (not to exceed 100 dollars) and I have yet to receive replacement parts. Its been 2 months and countless hours wasted to try to resolve. Clearly kidkraft has not dealt with impatient 3 year olds that want to play with their structurally unsafe equipment.  

  Customer Answer

  Date: 07/30/2023

  Replacement parts were received. Many incorrect parts and after taking apart the playground to replace the ones that were received correctly. We noticed most of the other parts were also rotten, we therefore made the unfortunate decision to part ways with the unit. It was too much of a headache to try and go back and forth for another 6 months with kidkraft. Total waste of money and time sadly 

• Initial Complaint

  Date:05/31/2023

  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 have multiple missing AND damaged parts for a swing set i ordered. Unable to get in contact with anyone regarding this. It looks like my order was someone elses return. You can tell it was put together before. I paid extra to have Go Configure assembly the set. They were a no show ON GOOD WEATHER with no response or a new set up time. The ***** they used to take the set out of the truck has pierced marks through the boxes. This company is a scam. This was all to get my money. *** spent a lot in those swing set and no swing set is set up. I want my money back on everything. Not an extra dollar out of my pocket. I have also contacted *** on your side in **. I have contacted News 12. I have a meeting with a representative from *** News in 4 days. Please no one else buy from this company. They are scam artists!!!!!! See a few of the photos below. Thats barely even all of it.

  Business Response

  Date: 06/02/2023

  It is our intention and goal to respond to all consumers and provide support in a timely manner. In this case, we will follow up with our technical support partners to investigate the long hold time and delays in email responses in order to better the consumer experience. 

  All products leave our warehouse in excellent, wrapped condition, and we do not resell returned items. We apologize that the product arrived with damage and was unsatisfactory. Photos have been provided and shared within our organization for further review. A refund for the full amount of the product plus assembly has been submitted to our accounting team to be processed. 

  Your negative experience regarding assembly service will also be shared as this is not the type of experience we expect of those with whom we partner.

• Initial Complaint

  Date:05/31/2023

  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.

  Bought a playset from Kidkraft in February 2023, paid extra to have the company they use to install. Go configure came out in March to install. Originally missing slide hardware. Kidkraft sent a whole new slide. Go configure came back to install the slide and then advised the hardware was wrong. The original Go configure techs did not respond when hardware arrived so Go configure sent a new tech. New tech found the playset was incorrectly put together and some pieces from Kidkraft were not the right ones, damaged and/or cut incorrectly. I have contacted Kidkraft at least a dozen times, and each time customer service says upper management will come to a resolution and get back to us after they aligned with go configure. I have asked for a point of contact and they will not provide one or a direct line to anyone that can help. It now has been 2 weeks, no one has called us for an update or resolution yet we receive random shipments of playset pieces. Kidkraft customer service puts me on hold to talk to supervisor but then tells me that they will call me. No one had called. We are now ending May and I still do not have a safe or completed playset. At this point, I just want the playset gone, my money back so I can buy one somewhere else. My kids have been staring at a playset for about 3 months now and cannot use it.

  Business Response

  Date: 06/27/2023

  We apologize for the negative experience this consumer has had with the purchase of their playset with expert assembly through our installation partner. This is not the type of service we would hope for from a partner that represents our brand, and we have forwarded this feedback to the appropriate individuals within our organization as well as our partner company.

  At this time, we have provided a refund for the cost of the assembly, and have confirmed that the installation appointment is scheduled for 6/29. We realize that this is not within the expected timeframe of completion and have elevated this issue to management attention.

  We will remain available to assist if there are any additional concerns or issues with the completion of this playset.

  Customer Answer

  Date: 06/28/2023

  I am rejecting this response because:   We finally did receive a partial refund for installation however our issues are still not resolved. I spoke with Go Configure today and they do NOT have installation scheduled for 6/29. They have our order still in the parts department for backordered Kidkraft parts. We have been doing this dance since MARCH and instead of sending bits and pieces here and there could have just sent another whole complete playset. This would have let the tech take down the existing wrong one and put up the new one. Instead we are still receiving random shipments and still have no playset. 

• Initial Complaint

  Date:05/30/2023

  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 spent a LOT of money purchasing a Kidcraft outdoor playset for our kids 3 years ago. When our playset was delivered, Kidcrafts delivery driver (employed by them) hit my car in my driveway and caused a horrible amount of damage. The driver was impossible and wouldnt give any of his information. But thankfully since I got law enforcement involved, we were able to get the information we needed to file a claim with insurance. At this time I was 3 days away from having twins and this was a nightmare for us. We spent months fighting the insurance because the driver lied to insurance claiming he didnt hit my car and made up a story that was completely false. I tried contacting ******** about this but all they would do was send me a KidCraft gift card as a consolation. It was pathetic. Now 3 years later our slide has completely fallen apart in our playset. I contacted ******** about a replacement slide on 5/1/23 and STILL dont have this issue resolved. *** spent almost a month trying to get the slide replaced at MY EXPENSE. Ive called multiple times and spent over 2 hrs on the phone each time waiting to speak to someone and no one ever is available. *** requested multiple call backs and no one calls me back. *** sent a total of 12 emails and have been going back and forth with them for 20 days and my issue is STILL NOT RESOLVED. Ive sent 10+ pictures of the slide, a video showing the damage, and everything else theyve asked for and no one will get back to me with a quote. Again, they are not even replacing the slide for me, Im expected to pay out of pocket for the slide and shipping and I still cant get this resolved. I will never ever buy any kidcraft product again solely based of the horrific customer service. I would advise anyone to not give this company any of your money. Worst customer experience Ive ever had.

  Business Response

  Date: 06/27/2023

  We truly apologize for the negative experience this consumer has had with their purchase from us. This is not the type of experience that we wish to provide, and this feedback is much appreciated so that we may address gaps in our process and improve the consumer experience moving forward. 

  Regarding the most recent interaction for this consumer, some replacement parts were requested for the playset and a quote was provided. The quote sheet included the parts needed as well as a master hardware bag, however, it seems this was not received, resulting in the consumer having to purchase hardware out of pocket in order to complete the repairs to the playset. We will provide a refund equivalent to the amount the consumer spent on hardware at their local hardware retailer.

   

• Initial Complaint

  Date:05/25/2023

  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 called kidkrafts about a defective parts and I have been giving the runner around. I asked to speak to a supervisor but ***************** Rep name ******* refuses to get me a supervisor and refused to help me with a replacement part. The part if not replace can cause physical harm to a child

  Business Response

  Date: 06/12/2023

  We realized that this experience was less than satisfactory and appreciate the feedback that the consumer has provided. We will review all opportunities to provide a better consumer experience moving forward as this is not the type of service we aim to provide. There are certainly opportunities that can be identified where we can make our processes smoother and more seamless so that we can offer more efficient service.

  The replacement parts requested have been provided to the consumer, and we apologize for any inconvenience or frustration caused.

  Customer Answer

  Date: 06/12/2023

  I am rejecting this response because:  I even email the President of the company and no response. This company has poor customer service and it start with the leadership it has. I will never buy anything from kidkraft again. i will tell others not to purchase from this company also 

• Initial Complaint

  Date:05/17/2023

  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.

  Product purchased and will not return within 30 days. We are not happy with the product and they will not return.They told us before purchase it can be returned and there would be no return fee or shipping cost. KidCraft needs to pay shipping cost of the return

  Business Response

  Date: 06/21/2023

  We apologize that the delivery of this product was unsatisfactory, and have provided all feedback to the team who works with our shipping carriers. We realize that this was not the desired experienced, and have provided a refund of the shipping fee associated with the original purchase. 

  Business Response

  Date: 07/05/2023

  We apologize for the inconvenience the consumer experienced with the delivery of the product they purchased. We have issued a refund of the shipping charge that was administered on their order at checkout. This can take up to ***** days to process and reflect in the consumer's account.

  While we do not like to hear of these types of experiences, they do allow us insight to be able to improve our processes and provide better consumer experiences going forward. 

• Initial Complaint

  Date:05/16/2023

  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.

  waited on hold for an hour to talk to *******. The issue Im specifically having is involving anywhere there is a plastic piece in the wood the s**** pretty much stops once it gets to that plastic piece. Im at a loss because *** tried it by hand with a manual screwdriver, with a power screwdriver, I got a man friend to help me try to do and he couldnt get it. I was told by ******* to KidKraft Consumer Engagement Team I did email them, everyday for a week, and I have gotten ZERO RESPONSE Im a single mom. I have only $500 in my bank account, I had to SAVE MONEY to get my kid this kitchen for his bday and I cant even put it together. IM DESPERATE FOR HELP!!!!

  Customer Answer

  Date: 05/16/2023

  I would like to stand by complaint that they did not respond to my emails for over a week and they claimed it was because of an IT issue but they did reach out to me to help me but it took me raising h*** trying to find any way I could jumping through every hoop to get them to notice 

  Fix your IT issues KidKraft

  Business Response

  Date: 05/16/2023

  We have forwarded the consumer's feedback regarding response time to our IT group so that we can be assured to prevent any further gaps in communication. After speaking with the consumer and expressing apologies for the inconvenience, I have made sure to connect them directly with one of our senior team members who can help troubleshoot any issues with assembly of the product. We will continue to be available to assist and make sure that we provide the level of service that is expected. We have also provided the consumer with a promotional code that can be used towards a future purchase on our website, as we value this consumer's support of our brand.

  Customer Answer

  Date: 05/22/2023

  I have reviewed the business response and accept this resolution. 

  I would like to stand by complaint that they did not respond to my emails for over a week and they claimed it was because of an IT issue but they did reach out to me to help me but it took me raising h*** trying to find any way I could jumping through every hoop to get them to notice 

  Fix your IT issues KidKraft

• Initial Complaint

  Date:05/03/2023

  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.

  Bought a swing set from KidKraft, who contacts with GoConfigure. According to KidKraft and their website, GoConfigure is supposed to schedule an appointment within 48 hours of delivery, and it is supposed to be installed within 10 days. The swing set was delivered on March 12th. KidKraft did not schedule within 48 hours, so I reached out multiple times to get a date for installation scheduled. After nearly 2 weeks of being told we were assigned a technician that no one could get ahold of, KidKraft got us a new technician assigned, scheduled to come out April 10th. It was a month after delivery, but we were at that time ok with just having something scheduled. We received multiple texts confirming our appointment, including one the day prior to remind us of our appointment. The arrival window came and went and the technician no-called no-showed. I spoke with the district coordinator who said he would personally work this and try to contact a new technician directly to get us a new install date. The latest we heard is we have a new technician assigned but no date. It was my understanding the district coordinator, being that he was going to attempt to make personal contact and assign a new technician, would confirm a date verbally and get back to us with that info; however, the customer service rep we spoke to said it looks like we were assigned a new technician through their system and they have to provide a date that works for them. We are wanting a new technician out asap (as in this week) to install our play set, as its still sitting in our driveway in boxes.

  Business Response

  Date: 05/24/2023

  While this is not the type of experience we want our valued consumers to have with our assembly partner, we are happy to report that the installation of this set was completed on April 20th. We have addressed the concerns of the no call/no show on April 10, as well as the lack of communication from our partner team. We apologize that this experience was less than ideal and will do our best to better the consumer experience moving forward.

• Initial Complaint

  Date:04/11/2023

  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.

  I purchased a playground set from this company. After a few months, it has almost deteriorated in some areas. I contacted them for return and was denied. I requested replacement parts now twice and keep being told that it would be taken care of. After no response, I am now waiting for a supervisor to call (requested three times already). They refuse to let me speak with one on the call. If I cant return this item, then Id like to be able to use it. This issue has been months now and still no response!

  Business Response

  Date: 04/26/2023

  After speaking with this consumer to understand the concerns with the set that was purchased, we first offered to replace the set with a comparable item. The consumer advised that they did not find anything that is currently in stock and of comparable price and features, so we have agreed to provide a refund for the price of the set. All feedback regarding this product and its performance have been shared with the appropriate teams internally and will be reviewed.