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:11/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a swing set from *********** on 9/5/2022. When we tried to put the swing set together we found out we were missing all the hardware.. the instructions said there was 6 boxes we only received 5 boxes. I contacted kid Kraft on 9/18/22 to find out what to do. After not hearing anything I chatted with them and agent ***** was very helpful with assisting me to get the hardware that was missing. We also had to verify that nothing else was missing. Which we were missing 12 other piece as well. ***** was able to get back to me on 9/22/22 that she was shipping the missing pieces/hardware. On 9/29/22 I still did not have shipping info so I can't at them again as they said it would ship in 3 days, and they finally gave me shipping information. Some items were on back order and did not come for weeks. We received the hardware box so we went ahead to assemble the swing set, we found out we were still missing hardware so we ended up going to a local hardware store to purchase the hardware we were missing a total of 4 trips to get stuff that kid Kraft did not send us for the second time. I contacted kid Kraft again on 10/11/22 informing them that for a $1400 swing set that it was unacceptable to be missing parts multiple times, still missing parts having to go buy parts from a local store spending even more money and gas, that you would not think it would be this much of a nightmare to put up a swing set. I never got a response back till 10/21/22 saying they were sorry but they can't do anything for me but to send me more hardware. That was not going to help me at this point as we already purchased what was missing from a local hardware store verses waiting another month to maybe get the correct hardware.
  It is unacceptable to spend the amount of money swing sets costs than not even have all the stuff you ordered, and have it take additional month to get replacement parts after you made the original purchase.

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 7, 2022/12/19) */
  We hate to hear of these kinds of experiences with one of our playsets, and have provided the replacement parts that were requested. We have also provided a complimentary item for her child as our way of apologizing for the experience they have had with the purchase of this set.

• Initial Complaint

  Date:09/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a castle wood swing set in august of 2022. Swingset arrived in separate boxes started to put swingset together im 76 years old and I purchased for my grandson who is 3. I put together swingset and then realized that one of the boxes did not arrive and was sent back to warehouse damaged and now they said out of stock.. I have a swingset set up not finished missing the tunnel slide and now my grandson can't play on it because it has hole where the tunnel slide is suppose to be. All I need is the tunnel slide and hardware to be sent to the house so that I can finish this swing set for my grandson. Reached out numerous times and have got nowhere with distributor. Please contact me and replace what I purchased so that it can be useful to my grandson please.
  

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 7, 2022/10/14) */
  We regret that our consumer has had this experience with their purchase of the playset, and will provide the replacement parts needed. I have reached out via phone and email to provide assistance, and will continue to be happy to help in any way. The consumer and his daughter have been provided by email and direct line should they have any further issues or concerns so that I can quickly resolve anything that comes up.

• Initial Complaint

  Date:09/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Knowingly selling unsafe furniture that has a potential to cause serious harm to young toddlers and infants. Despite knowing of these dangers with this item. not showing any sense in urgency or care to resolve issues with furniture purchased that is under warranty and poses and immediate danger to the consumer child. They have knowledge of the issues with this specific bed, are refusing to acknowledge the risks, and are not taking any swift action to resolve these issues with the consumer with any urgency. Absolutely appalled. My son's bed is split and broken and this is a common issue with the design yet they keep selling it and again will not refund my money. This bed is a death trap waiting to happen and it is only a few months old. I need this refund to purchase a different safe bed for my 2 year old. Again I do not want this bed nor a replacement because it is unsafe!
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/20) */
  We were contacted by this consumer on Friday, 9/16, regarding a concern with the firetruck toddler bed. An agent responded to her, advising that the issue had been escalated to the appropriate team for review, and that she would receive a response within 24 to 48 business hours. This was reviewed on Monday, and the a refund was requested for the item due to her concerns and experience.

• Initial Complaint

  Date:08/09/2022

  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.

  Hello,
  
  We purchased the KidKraft Uptown Elite ***** Play Kitchen with EZ Kraft Assembly from Walmart.com on 11/23/21. One of the parts (4359-GD) was broken during shipping and when going to order a replacement part through your website, it showed as out of stock. I was not able to move forward in placing the order.
  
  The product and batch information was provided to KidKraft on 1/5/22, and a customer service rep got back to us about placing an order for the part on 1/6/22. I checked back on the status of the backordered part on 3/28/22, and the customer service rep got back to me on the same day and informed me the part was scheduled to ship early August. I thought this was pretty far out for a simple replacement part but decided to wait and check back in early August (if the part wasn't received by then). Fast forward to 8/8/22 and I sent another email to check on the status. The customer service rep got back to me this morning (8/9/22) and stated that the part was scheduled to be back in stock in mid-October 2022.
  
  At this point, we are waiting almost a year for a simple replacement part. We would like this part shipped ASAP or a partial refund of the product sent.
  
  Thanks so much,
  ***

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/08/17) */
  We have escalated the issue of the out of stock part to the highest level, and are tracking the shipment of this part diligently to make sure that it arrives as scheduled. In the meantime, we have placed an order for the same part in a different color for this consumer, and have provided a discount code to be used towards a future purchase. As soon as the originally requested part arrives, it will also be automatically shipped to the consumer.
  
  
  Consumer Response /* (2000, 7, 2022/08/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I'm satisfied with the different color replacement part for the time being, the fact that the actual replacement will be shipped when it's ready, and the generous promo code that was sent over.
  
  Thanks