Complaints

This profile includes complaints for WildWorks's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  WildWorks

  380 W Data Dr Ste 500 Draper, UT 84020-2375

• 

  WildWorks

  105 N 400 W Salt Lake City, UT 84103-1124

• 

  WildWorks

  PO Box 3624 Salt Lake City, UT 84110-3624

• 

  WildWorks

  650 S 500 W Ste 297 Salt Lake City, UT 84101-2382

• 

  WildWorks

  650 S 500 W Salt Lake City, UT 84101-2377

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:12/11/2022

  Type:Customer Service 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.

  Hello. Id like to file a complaint regarding the hijacking of my Animal Jam Classic account 1k.The 11/16/22 at around 8pm my account got broken into and stolen from. I have no idea as to how this couldve happened since my password was secure and my devices were protected. I emailed the Animal Jam Headquarters about the incident and despite me being a player since 2014 with multiple purchases in the game they were absolutely unhelpful. This has happened to me multiple times in the past with different accounts and no matter how much proof I provide AJHQ does nothing about it. One of my friends who also went through this told me to contact BBB after he got 20 of his stolen items recovered. So I really hope you can help me recover my items.Thank you for your time.

  Business Response

  Date: 12/20/2022

  Hello ********* & Dispute Counselor,
  
  We appreciate the customer who wrote in and continue to empathize with their issue. We would like to note the address provided does not match the billing address we have on file for this user currently.
  
  In regards to their complaint and desire to regain their lost items, we will be unable to comply unless it is in regards to a technical issue on our end. Most often, accounts are compromised due to weak password security, oversharing of personal information/falling for a phishing scam, and/or not having 2-Step Verification enabled where possible. Its also common for items to go missing if a player has shared their account information with family members or friends, or sometimes if they have accidentally left themselves logged in on a public computer or shared device.
  
  We did look into this customer's claim specifically and have found that when they were corresponded with previously in ticket #******* in regards to a previous complaint of being compromised and were gestured accordingly and assisted. As we looked additionally, we have found chat evidence of this user's account to have exchanged personal information and communicated with other users off of our platform about other accounts and having accessed those. This type of chat may subject their account and others to be at risk.
  
  We hope this helps the customer understand to keep their social media information personal and not share it with people they do not know as it can lead to compromising of accounts. Due to the sharing of personal information and previously helping the customer with this same type of issue, we will be unable to return any items due to unsafe game play.
  
  Sincerely,
  AJHQ
  
  

• Initial Complaint

  Date:10/09/2022

  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 was wrongfully banned on my animaljam account called Bumpeaches. They have no reason for banning me, and even if they had it would have been false. I did nothing, I lost ALL of my items including very rare items and I am angry. I want my account back considering the fact I did absolutely nothing. I even paid for membership on it literally a couple days ago. I WANT MY ACCOUNT UNBANNED.

  Business Response

  Date: 10/10/2022

  Thanks for notifying us of complaint ID ********.
  To date, we have not received a support ticket from this user regarding their issue and ask that they submit a ticket inquiry at our Help Desk. Please note that while we respond to valid BBB complaints, it is not a channel for traditional back-and-forth support services. Our help center also allows the customer the opportunity to receive assistance with appropriate ticket history, tracking, and verification of personal information that *** be needed.
  
  Sincerely,
  AJHQ

  IF NO TICKET: We have reached out to the player to address this reported issue within our ticketing system. Any future request can be directed to our Player Support Team by following this link: https://help.animaljam.com/hc/en-us/requests/new

• Initial Complaint

  Date:08/18/2022

  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.

  Dear BBB, on 08/17/2022 my daughter was hacked on her AJ Classic account (weavesnached) and lost her item that she valued the most. The item she lost was a Headdress and she favoured this item the most out of her whole entire inventory and the hacker took it from her. I've personally read online Animal Jam has had a database breach and am not sure if that is the case of why my daughter got hacked but this is her private information and was their responsibility to keep it safe to prevent situations like this from happening. I want my daughter to get her item back, I have already submitted a ticket through Animal *************** and received a very unprofessional email saying they can't return the items that the hacker took although it's on them for why this happened. I would think customers would mean a lot to a company but after seeing the email I received made it discomforting.

  Business Response

  Date: 08/24/2022

  Hello Counselor,
  
  Thank you for notifying us of a complaint #********.
  
  As we understand via our interaction with the customer in Ticket #*******, the user who submitted the complaint is requesting replacement of their lost item/s.
  
  We can confirm that the account seems to have been accessed as the customer mentions around the same date/time.
  But the only way this can be accomplished is one of three ways:
  1. If the password itself was easy to guess
  2. If the password was used across multiple sites
  3. If it was shared off site with other users.
  
  Finally we note that 2 Step Verification was not enabled at the time of the compromise even though this feature has been available since September of 2021.
  
  According to our Rules, we are very clear that we will not replace any items as a result of improper game account safety.
  
  In regards to the mentioned Data Breach of 2020, Immediately upon discovering this breach and determining which users may have been affected, we began notifying users whose account information was compromised. We have created and continue to update this page - https://help.animaljam.com/hc/en-us/articles/360057222054 - to present our findings as our investigation continues. Please note that while any Animal Jam account password information in the stolen database was encrypted, we nevertheless have reset the passwords of all potentially affected Animal Jam accounts. We strongly recommend that if the password used for your Animal Jam account was also used for any of your other online accounts, the user immediately change this password anywhere it is still employed.
  
  Sincerely,
  AJHQ
  
  

  
  

• Initial Complaint

  Date:07/29/2022

  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.

  Dear BBB, on 7/27/2022 I was on Animal Jam before their game went on maintenance and when the game went back up, my items were missing. I came to figure out that I got hacked, lost my beta ****** blue headdress RIM headdress, and 4 black long collars. My password wasn't easy to guess and I find it weird on how they even got into my account. My password wasn't changed or anything and my email was fine so theres no other way that I can think of than them cracking my hard password. I just came back 3 days ago before this incident happened and my friend gave me these rare items as a welcome back gift and I already got hacked that soon. I did change my passwords after the breach as well so I knew for sure I was secure but apparently not. This is your security issue and clearly it hasn't been solved yet. I want my Beta ****** **** headdress, RIM headdress, and my spikes back on my account, and if theres any issue to recovering any of those items I want my account rolled back to the date before I got hacked. Thank you.

  Business Response

  Date: 08/04/2022

  Hello Counselor,
  
  Thank you for notifying us of complaint 17643047.
  
  As we understand, the user who submitted the complaint is requesting replacement of their lost items.
  
  We can confirm that the account seems to have been accessed as the customer mentions around the same date/time. But the only way this can be accomplished is one or a combination of four ways:
  1. If the password itself was easy to guess
  2. If the password was used across multiple sites
  3. If it was shared off site with other users. We do see where the player was found to be exchanging Personal information/off site contact information the day before the account was accessed.
  4. 2 Step Verification was not enabled at the time of the compromise. We can see that it was enabled after the incident occurred even though this feature has been available since September of 2021.
  
  According to our Rules, we are very clear that we will not replace any items as a result of improper game account safety.
  
  Sincerely,
  AJHQ
  
  

• Initial Complaint

  Date:07/23/2022

  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.

  Wildworks (Specifically Animal Jam Classic support) is lying to me and claiming that it is my fault that I was hacked, meanwhile I have done everything I can to prevent that from happening. They are claiming that I clicked on compromising links (I have not) and are claiming that their policy is that they cannot give back items at all (they refuse to show me where it states this) meanwhile in my case, items should be able to be given back. They have also refused to respond to further messages I have sent.

  Business Response

  Date: 07/27/2022

  Hello,
  
  Thank you for sharing this dispute with us. We've already spoken with this customer via our ticket system and provided the additional information as follows:
  
  Per our investigation, it shows this account was accessed due to a weak password.
  Sharing passwords on multiple sites is never recommended. General password safety is to never use the same password for multiple sites. We suggest changing any shared passwords.
  We do state in our Rules that "Animal Jam HQ will not replace any items as a result of improper game account safety". While in the past we have made occasional exceptions, due to abuse of our CS system we are no longer granting back any items. This policy is for all players including Jambassadors.
  
  They have also mentioned in previous tickets that they did not have 2FA enabled at time of account access which has been available since Sept of 2021, so access was due to insecure password as well as they share their AJ password with multiple sites, including their banking. We hope these passwords have been updated to date. We will not be evaluating this further.
  
  We will be happy to discontinue their membership if needed. All they need to do is reply back to their ticket.
  
  Sincerely, 
  AJHQ
  
  

  Customer Answer

  Date: 07/30/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was lying about the bank passwords so you would take it seriously. I actually used a different password for animal jam than everything else I use. Now I definitely know you’re just taking everything I say as an excuse against me. I did not have improper account safety. Give me back my items. I’m not giving up. 
  
  
  
  Sincerely,
  
  ******** ********
  

• Initial Complaint

  Date:07/23/2022

  Type:Customer Service 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.

  Dear WildWorks, I'm writing this complaint due to what I think is an unfair ban placed on my child's Animal Jam account. My child's been playing the game for a few years on various accounts, but today I received an email saying my child's account with the username "nau" has been permanently banned, which completely devastated my child, due to him losing all of his "buddies", "rare" items, "animals", etc. This email was extremely vague, so I went to the parent dashboard to view a more detailed reason in my child's discipline history, but I was met with an even more vague reason, stating just "Mean". I think my child's ban should be lifted, due to a few reasons: First of all, I monitor my child's online experiences very carefully and I think the chat messages that could've led up to this ban were nothing but messing around with his friends, probably taken out of context, nothing my child said was offensive enough to be worthy of permanently restricting access to the game. Second of all, this is my child's first "offense" on the game, this account hasn't ever had any suspensions for 1-7 days or other smaller offenses, I don't think straight up hitting my child with a permanent ban is fair, when he's been following all the game's rules all until an extremely small slip up. And third of all, when watching my child play Animal Jam I've seen players talking about extremely inappropriate topics for a children's game, "scamming" other players, etc. yet their accounts remain unbanned even after being reported by multiple players. I think banning players like my child for stuff like this, but not banning people who actually endanger others will only hurt the game. Please either meet my desired resolution or provide me the chat logs that violated the rules so much, they led up to a permanent ban being the first offense on my child's account. If my desired solution is met, I will make sure my child is even more careful to not violate any of the rules.
  Sincerely, ******.

  Business Response

  Date: 07/27/2022

  Hello Counselor,
  
  We have reached out to the player to address this reported issue within our ticketing system. Any future request can be directed to our Player Support Team by following this link: https://help.animaljam.com/hc/en-us/requests/new
  
  Sincerely,
  AJHQ

• Initial Complaint

  Date:07/21/2022

  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 children have had accounts with Animal Jam, a game put out by WildWorks, for several years. Some of them have spent money paying for in game purchases. One of my children's accounts was hacked on Tuesday, July 19, 2022. All of her little pets she has amassed for years were stolen by another player. There is no way for us to know who took them. I immediately emailed the company and begged them to please fix the situation. They responded that "we are unable to grant items back to an account." Though they have the ability to view their back ups and give the child back what was stolen, they are refusing to help. This world can be unfair, but we should strive to fix it when it is within our power to do so. Please help!

  Business Response

  Date: 07/29/2022

  Hello Counselor,
  
  Thank you very much for sharing this customer's dispute with our service team.
  
  We are currently in talks with our customer in regards to her account, ***********. The account in question was created as a free account back in 2020, but unfortunately no email address was actually confirmed to the account as part of our registration process. This makes it difficult to verify ownership of their account, but furthermore without an email a user cannot self serve the account and manage or change the password since it was created.
  
  Our current rules state that users must "Keep their account secure." This includes following through with the registration process by providing a valid parent email address, confirming that email, and by selecting a secure and difficult to guess password for the player account.  To provide an additional layer of security, Animal Jam released 2-Step-Verification in September of last year. We messaged all users directly within the game app and across our social media channels to encourage players to enable this feature. Unfortunately because this account never had a confirmed email attached to the account to begin with, they also were not able to utilize this safety feature.
  Due to these reasons above, along with changes to our policies, we explained to our user and made clear that we no longer return items. Over time our policies change and we continually adapt those policies accordingly due to the increased fraud claims, social engineering, etc that our team receives. While this is unfortunate, we do not return in-game virtual items for any account and adhere to this policy for all players.
  
  We have researched the session history of this account and do not find any signs of technical intrusion. We do hate that their account was compromised at some point via a weak password. Once the user is able to register an email to the account, they will then be able to successfully change the password. We can absolutely let them know the situation has been evaluated by our moderation team behind the scenes to follow up with any wrong doing on the part of others, but due to privacy reasons we cannot discuss other's accounts.
  
  Sincerely,
  AJHQ

  Customer Answer

  Date: 07/29/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:you have back ups available and can easily restore what was stolen from a child’s account.  We also gave your company information regarding another player that had several of the stolen items, and you did nothing about it.  Please make this right.  Restore this child’s stolen items per the list that was sent to you.
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:07/15/2022

  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 9 year old son utilizes their Animal Jam app. We have made multiple purchases on the app which were eventually deleted because we were not logged in correctly. The app was very misleading it looked like he had a user name and I feel this app is unfairly targeting children and taking advantage that it may not be used correctly but you can still spend money. When I offered to provide receipts they told me there was nothing they can do. We have NEVER had this issue with any other app my son utilizes and I truly feel like they are preying on their targeted population.

  Business Response

  Date: 07/19/2022

  Hello,
  
  Thank you for sharing dispute #********. We have reached back out to the customer via their ticket #******* and are awaiting additional information:
  
  We will need them to send us a full, unedited screenshot of their recent receipt. They can locate that receipt by following these steps:  
  - Log into purchase history in iTunes
  - There they will be able to view a detailed receipt for each order you've placed. 
  - This can be found at  - https://support.apple.com/en-us/HT204088
  
  We apologize for this inconvenience as it seemed our agent assumed there was no account since the email provided by the customer was not in our system and they were unable to provide us with a username. With the billing information for us to verify, we should be able to locate their account and proceed from there.
  
  Sincerely,
  AJHQ