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:04/05/2023

  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 and everything arrived damaged, broken, ripped. Kidkraft is telling me I have to pay for return shipping myself when it Is not my fault they shipped such faulty products. It is huge ripped up boxes. Shameful scam

  Business Response

  Date: 05/05/2023

  We have reviewed the photos of the products the consumer received upon delivery, and are issuing a refund due to the negative experience they have had. We are also providing pre-paid return labels for some of the items on their order so that they may be returned to ** for a full refund. We are sorry to hear that this is the experience our consumer has had, and have shared their feedback with the appropriate teams internally.

• Initial Complaint

  Date:03/23/2023

  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.

  My grandma ordered a swing set from this company and I went to return it because it's not what we ordered, they told me I have to pay for it to be returned being from ********* and ordering this product that supposedly came from ***** the shipping cost is steep they offered to send parts do to the parts being damaged upon delivery because the guy dropped it off the back of the box truck then told me that he didn't need to put it in my garage because of policy it was snowing the day he dropped off so I had to hand load it into my garage onto another pallet, As I was loading it into my ******** noticed no hardware, missing pilot holes, partial pilot holes that hadn't fully been piloted out to assemble tube slide. I called the kids craft contact waited on hold for 2 hours to find out the system was down then emailed no response then eventually got ahold of someone that said they were willing to help gave me the contact number to the trucking company for return I set up a pick up date to have the item picked up they came to pick it up guy put it in the back of his truck then sat there for a few minutes come to find out kids craft never actually paid the trucking company to ship it away after all truck driver was really nice he explain to me they have had this happen with this company before. I have been trying for 3 weeks to return this item they are consistently unprofessional beware if you purchase a item this swing set company does not care about you they took me for my money, then tried for more.

  Business Response

  Date: 05/05/2023

  We are sorry to hear that the product did not meet the expectations of the consumer. While we do not offer a pickup service for the return of large items, we were able to work with our assembly partner in order to have them pick up this item from the consumer's home. We have also provided a full refund for the item. 

  All photos of the delivery as well as the consumer's feedback regarding the experience and the product have been shared with the appropriate teams internally.

• Initial Complaint

  Date:03/07/2023

  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 originally called kids craft when I was visiting the ****************** store in Chicago. I wanted to inquire about purchasing a doll house for my child. I asked if we were to have any concerns/ problem with the product if it would be a problem returning it as we would not put the gift together until Christmas.
  I was told there would be no problem. We put the dial house together on Christmas. The backside of the doll house was an ilfit and we were not too happy that the pictures were all appliques and allowed no *** or ****************************. I contacted you crash after several emails back-and-forth. They agreed to take the dial house back at my expense of the return. Or February 6 via ***** I return the doll house using the PO number that was given to me. They are now saying they don't have my return and need more info. I'm exchanging emails being given the runaround. I would like mine is $600hundred plus dollars that I paid for the doll house and my 200+ dollars on the return because of the run around and hassle I've had to deal with. I have also accumulated interest on my credit card due to them, not refunding my money in a timely manner.
  

  Business Response

  Date: 03/23/2023

  Business Response /* (1000, 5, 2023/03/14) */
  We apologize for the experience this consumer has had with the purchase of the doll house. We understand that it did not meet expectations and issued a return authorization number to the consumer.
  
  The item was delivered to the return destination but unfortunately was not processed and marked as received immediately due to an influx of holiday returns. This item has now been marked as received in our system, and the consumer's refund is processing now to their original form of payment. We apologize for the delay and for any inconvenience this process has caused.

• Initial Complaint

  Date:02/16/2023

  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.

  Purchased kidkraft ******************* March 2021.Reached out to the company to advise that many pieces of wood on the playground were splinting and cracking and discoloring.Also, the slide had cracked where it screws into the wood and was hazardous to my child.Several emails back and forth,with a rep named ****,attempting to make me pay for all parts,even though the wood was still under warranty.He advised I would be responsible for over $300 for the materials and freight charges.The set cost me less than $300!**** finally advised the wood was covered but I would need to pay for the slide,which was $21.77 and a freight charge of $317.I asked for a manager to call me and when she did,she was very vague as to why the shipping was so high and said they were waiving the shipping for the covered wood and all items were on the same order but I would have to pay for the slide to ship.I got a revised bill and the shipping went from $317 to $311!The manager said they could not waive shipping since it wasn't under warranty and didn't know how shipping was calculated.I am expected to pay $311 in shipping for a purchase that cost less than $300. My child is unable to use the slide due to the plastic being sharp enough to slice her. **** told me I did not do proper maintenance on it and when I asked for him to elaborate on what that meant, he never replied to that question. Sounds like a way to get out of replacing items they know are bad quality. It is disappointing that a 2 year old playground has not lasted. They sent the wood pieces, but not exactly helpful since the whole set has to come apart to replace the dozen wood pieces that are of bad quality. The customer service was poor and although the manager seemed to be just as shocked at the shipping costs, she gave no resolution and just said it's not under warranty so we can't do anything further. I was willing to pay for the slide but not $311 in shipping. I would like a slide sent or a refund for the entire useless set.
  

  Business Response

  Date: 03/23/2023

  Business Response /* (1000, 7, 2023/03/14) */
  We regret that this consumer has had this experience with their playset. We were able to provide the wood replacement parts needed upon initial request, however, since the non-wood components were no longer under warranty, these were subject to the shipping cost which is determined by our shipper. Shipping costs can fluctuate and have been increasing for this particular part in recent months, and we apologize that this has caused a negative experience for this consumer.
  
  At this time, we have made an exception and provided the slide at no cost to the consumer. It will be shipped to their home, and a confirmation has been provided to them via email.

• Initial Complaint

  Date:01/18/2023

  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.

  Placed an order for a large wooden swing set on 12/14/2022. Upon opening we noticed several pieces broken. Smashed in half and crushed from the packing. After carefully checking in all parts we also had several missing. Over 20 parts in total were broken or missing. Started to contact KidKraft on 12/20/22. Waited on hold for two hours. Entered in info for call back and didn't get one. Called next day and waited on hold for 1.5 hours and sent an email. After several days and attempts at calling we finally got a response for the parts. We submitted pics and part numbers as requested. Now we are being told we won't receive parts until April because of a back order. April!!! Order was placed before Christmas. We have some very sad kiddos staring at parts that amount to nothing. That is a ridiculous amount of time to wait for something that was their error with packing. In addition we live in a hot climate. Now is the season to use the swingset. By the time we get it up it will be to hot. **************** is awful. You stay on hold with no end in sight. Emails take a week for a response.and then they can't do anything anyways. We spent just under 3k for this item and can't even use it. Some pictures have been attached. All photos have been issued via email. Order is under a different name, order # **********

  Business Response

  Date: 01/26/2023

  The consumer ordered one of our playsets on 12/14 and understandably this was intended as a Christmas present. We regret that this item arrived with missing and damaged parts as this is not the type of experience that we wish to provide to our consumers. On December 29, the consumer provided us with photos and other pertinent information so that we could process an order for replacement parts. We are very sorry to hear that the hold time was so excessive and understand that this only added to the inconvenience and frustrations already experienced and will take this as an opportunity to evaluate how we can better our consumer experience going forward.
  
  The issue of parts being out of stock has been escalated to the highest level within our organization for review and all teams are working diligently to bring parts back in stock as quickly as possible. We realize that this causes great inconvenience for our consumers and apologize for this experience. We have provided a partial credit on the consumer's order and have assured them that as soon as the parts arrive they will immediately ship to the consumer.
  
  If there are any additional concerns that we may assist with during this time, we will be happy to help.

• Initial Complaint

  Date:01/07/2023

  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.

  A bear cave playset was purchased from kidkraft on 11/26/22 with installation included and prepaid. A entire month went by of me calling their scheduling company goconfigure of which I never had anyone return calls to give me a proper install time and it was consisitently delayed in having an installer assisgned.Contacted kidkraft again on 1/3/23, was supposed to have a solution ***** hrs later and its now 1/7/23 and still no resolution.

  Business Response

  Date: 01/12/2023

  On January 3, the consumer reached out to us to inquire about an update for the assembly appointment as she purchased Expert Installation along with her playset. We reached out to our partners at Go Configure on the same day for an update and requested that they reach out to the consumer directly.
  
  The consumer responded to us again on Saturday, January 7th to advise that Go Configure had not reached out to her.
  
  When this issue was brought to my attention on Monday, January 9th, I reached out to the consumer by phone to apologize for the lack of response and communication as this is not the type of experience that we wish to provide to our consumers. I also escalated this to our installation partner at Go Configure and expressed the importance of timely responses and appointment scheduling with consumers.
  
  Go Configure advised on January 11 that they had this consumer's installation scheduled and had reached out and left a voicemail. I spoke with the consumer on January 12 and confirmed that the installation appointment has been scheduled and confirmed.
  
  

• Initial Complaint

  Date:01/06/2023

  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.

  On 12/29/22, I purchased a doll house for my daughter after the one we bought from ****** (same brand) was sold to ** and when it was opened on Xmas eve for us to put together, all the pieces were broken as if someone threw them in there and returned it. We returned it to ****** and I ordered this one straight from Kidcraft hoping for a better outcome (cost $173.99). We received it on 1/5 and I put it together only to find out the some pieces were miscut and defective and we were missing 2 accessory items on top of that. I contacted the company on 1/6 and was told that I'm responsible for the shipping cost to return it regardless of whether or not it was defective. So basically I would be paying almost the cost of the item to ship it back because of the weight and I would lose money on an item that was shipped to me completely defective. How is this proper service?? Now I know why they put in there that they make a customer pay for the return shipping. They know that it would outweigh the cost of the house itself.. horrible customer service and company

  Business Response

  Date: 02/10/2023

  Good Afternoon,
  
  
  
  On February 8th, an associate from another department within our company brought me a written copy of a complaint for Case #********- *************************. I have searched our entire ticketing system as well as my Outlook and have no record of this *************.
  
  
  
  According to the letter that we received, the case was received by BBB on 1/6, and we were notified on 1/9, however, we have no record of notification. The letter indicates that this case has been closed out as "Unanswered" as of February 3rd due to no response from our company. I would like to ask that we be able to provide a response, as we wish to reach out to the consumer to try and make things right for them as well at this time. Ultimately, our goal is always to provide better experiences for our consumers, but also we do not wish for things to reflect negatively on our company if we did not receive adequate notifications as we usually do.
  
  
  
  Please make sure that your records indicate that all notifications of BBB cases are directed to myself, *********************************, at **********************************************.
  
  
  
  Thank you, and please advise of next steps in this case.

• Initial Complaint

  Date:12/19/2022

  Type:Product 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 bought the cozy escape playhouse on Nov 27, 2022. It arrived on December 15th broken. It looks as if a forklift driver broke the playhouse. When I contacted support, they say I have to wait 7-14 days for a refund when they finally receive it on an item that I paid about $1,200 for. Their solution is to just buy it again. They won't ship out another one. This was supposed to be a Christmas gift for the kids and now their Christmas is ruined.
  

  Business Response

  Date: 03/10/2023

  Consumer Response /* (2000, 5, 2022/12/21) */
  Hello,
  
  Please delete the complaint number ********. The business has messaged me and has been resolved. Thank you!
  
  Very Respectfully,
  ***** ******

• Initial Complaint

  Date:12/19/2022

  Type:Delivery 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.

  My mother purchased a Kidkraft ******* wooden outdoor swing set through ******* online on 12/2/2022 and had it delivered to my home. When it arrived on December 5, 2022 I began putting it together. When we opened the box and laid out the parts and began construction we found several parts broken and/or missing. I reached to contact Kidkraft directly to send the missing parts. After contacting Kidkraft via email on 12/6/2022 they responded on 12/7/2022 asking for more information. I sent the information, receipt, missing parts, plaque number, etc on 12/8/2022. After a few days with no response I followed up with another email on 12/10, 12/14. With still no response I again emailed on 12/19 resending pictures of and part #s. To date I still have had no response from Kidkraft and do not have replacements for the damaged parts. I now have a stack of useless parts in my yard as I cannot have someone construct the swing set without the parts being replaced.

  Business Response

  Date: 01/11/2023

  On December 6, the consumer reached out to us by filling out our contact form, needing replacement parts for a playset that was purchased from ******** One of our representatives responded on December 7th to obtain additional information so that we could assist. The consumer responded on the 7th and 8th with the information needed, and then continued to reach out to us and did not receive a response.
  
  We apologize for this negative experience with our customer service, as this is not the type of experience that we like to provide to our consumers. We realize the frustration and inconvenience this causes when responses are not provided in a timely manner and have coached our team on the value of prompt and timely communications with consumers.
  
  We have also placed an order for replacement parts to be provided to the consumer for their playset at no cost. These parts have been shipped so that the playset can be assembled as they are able. We will continue to provide replacement parts under the scope of the warranty as outlined in the assembly instructions included with their product.

  Customer Answer

  Date: 01/12/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Once the complaint was filed, I heard back from them and most of the missing parts, satisfactory to finish the project, were sent.

• Initial Complaint

  Date:12/17/2022

  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 ordered a playground from KidKraft and paid $2k for the item. The order was placed with ample time for Christmas delivery. When the delivery showed up all the boxes were smashed and the driver told me not to refuse the delivery to contact KidKraft with any issues I have. I called KidKraft every single day for almost two weeks and no one would help me . I was finally put into contact with a manager and she told me they would find a replacement and "make this right". She never called me back and when I called her on 12/16 she told me she didn't know if the replacement would be approved and she would have to call me back in 4 days and there was no way to get me anything by Christmas. They ruined my children's Christmas gift surprise... when I asked them to refund my money so I could order elsewhere they said they would refund it but that the 600lb smashed delivery (600lb pile of trash) on my driveway was my problem and they would not/could not send anyone out to take it away. They refused to let me speak with anyone else and are leaving a giant mess for me to deal with and pay for disposal of this enormous delivery. I have no way of taking such a HUGE of item to the dump and they are refusing to help in any way EVEN AFTER ruining my children's Christmas surprise.

  Business Response

  Date: 01/12/2023

  We regret that this consumer's delivery arrived damaged. As the item ordered is a large item that is shipped via a freight carrier, damage can occur during transit, and we have provided this feedback to our team that works with our carriers in order to let them know that this is not an acceptable way to deliver an item. This is not the type of experience that we wish to provide to our valued consumers.
  
  When the consumer contacted us, we offered to replace any parts that were damaged. Upon seeing photos that showed the extent of the damage, it was understood that we would need to replace full boxes of the set that were damaged. However, the set that the consumer purchased was no longer in stock and we did not have any replacement boxes to send. The consumer then requested a full replacement set of a higher price as well as disposal of the set that was received.
  
  We ultimately provided a full refund of the damaged set and utilized our installation partner to perform the disposal service for the set. Since the consumer's child was now at a loss of a birthday and Christmas gift, we provided another item to them at no cost and hope that they are now enjoying this item.
  
  Feedback such at this causes us to evaluate the customer experiences that we are providing, and we are glad to review the opportunities we have for improvements. We hope that we are able to provide a better experience in the future.