Complaints

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

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  West Coast Kids

  12411 Bridgeport Rd Richmond, BC V6V 1J4

• 

  West Coast Kids

  4428 Main St Vancouver, BC V5V 3R3

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:03/02/2025

  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.

  Had to order $400 to get the mobile delivered for free with the matching crib set. Everyone is giving free delivery nowadays. The button was slanted when we tried to assemble the mobile. I called customer service right away and their message was to send them a photo and a video so we can get the refund started even though I was within the return window. Then the agent who did not even say her name hung up on me when I questioned their policy. Its been so stressful as my level of anxiety went up. They knew it was like that. And they make it impossible to return stuff when you buy it online. I never heard of having an authorization to return something defective after I spent $400 for a free delivery. With ****** and everyone making it easy to purchase and return stuff, West Coast Kids is making it harder. Its not worth the trouble to waste my time sending videos and pics. Be warned!

  Business Response

  Date: 03/02/2025

  Hi there - West Coast Kids offers free shipping over $99.99. I understand you received a defective music box. It is really hard to tell from the photo what is wrong, however we are happy to replace the defective piece to ensure you have working functional product. They ask for photos or a video so they can ensure we are getting you the proper part needed. I do see our customer service team tried to assist you with this. Please reach out to them so they can have a replacement box sent direct to you. 

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 22890505
  
  I am rejecting this response because: I do not want to deal with Weat coast kids. I should not have to prove that the musical box is broken to have to return it. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 04/02/2025

  Hello,

  sorry for your frustration.

  we will gladly get you looked after as stated in our initial response.

  please email customer service and you can cc *****************************************************

  we look forward to getting your matter resolved,

   

  Thank You,

  WCK

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 22890505
  
  I am rejecting this response because: here is my proof. As stated, I refuse to interact with your lousy customer service team that hung up on me. You should be ashamed of having to waste peoples time with defective items. The photos showed clearly the defective item here.

  Requesting people to email you photos and videos is a complete lack of trust for the customer. So is wasting their time with this process, making them exceed the return window only to advise them they cant return something because of a need for authorization! 
  
  ***** ********

• Initial Complaint

  Date:10/09/2024

  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.

  Jul/Aug 2024 Westcoast Kids, told there were major wait times, rushed to purchase items (stroller car seat bassinet mattress) spent over $2500. Told that we had to come collect the items (no major delays). Some items then went on sale. Went back to look at recliners. Again told 8 wk delays should purchase right away. Chair went on sale following wk (2nd time told to purchase & item went on sale). I called and put deposit on chair. Later called to ask about delivery (chair was available right away). *** website says Free shipping on orders over $99 chair was $2,175 false advertising. Person took my info for delivery. Last minute someone else came on the phone said there would be a charge. Explained I was 8 mnths pregnant & unable to pick up the heavy chair. They said it would be put in my car but I need to get it out of the car, not possible. Asked for manager was told he was manager a lie. He was extremely rude ending the call in tears. I spent $5K+ & had items on registry. Went to store spoke to someone that said they do free deliveries on big items sometimes but I did not qualify. Then spoke with the real manager ********* *******. The assist manager who had claimed to be manager was there said I lied about the phone call, I showed proof of call. Manager apologized profusely & said she would correct this. Was told to pay ******************** cost & could get store credit for delivery cost. Was told our other purchase could have been delivered for free. I paid & waited for email. Nothing came & still hasn't in 6 wks, I have sent 5 email ****** The chair arrived and was the wrong. Store *** said not their fault but could offer a discount if I kept the chair, they offered 5% not even the delivery charge of the new correct chair. I ***orted the cushion on the chair that I kept, wrong chair had a defect. 5% was the best they could do. Doctor advised me to stop convo with them causing too much stress, I still have not received a credit or a response. Awful experience!

  Business Response

  Date: 25/09/2024

  Hello, we do appreciate your business and we are sorry for your stress.

  we have a website that has free shipping thresholds when purchasing on the website. It does NOT include furniture (ltl) or oversized items. Truthfully these are the rules that are set out by all shipping and freight companies. 
  all websites in the “ baby industry “ have the same qualifications for free freight.we pass along any savings to our customers from freight companies and we dont profit off any shipping charges .We do our best to be the cheapest in the industry and we are very competitive!! In terms of quoting time frames, we try our best to get it right but unfortunately there are factors that are beyond our control that can cause delays. We do not refund or credit back delivery charges because we hire an outside company to do our deliveries. We charge our customers exactly what the company charges us. I realize that you spent money in our establishment and we are Truly appreciative for this, but unfortunately delivery companies that are conducting a service, need to get paid and require payment for the service they  have provided. I hope that I am being clear and explaining our policies and procedures and it is important to note that we do not give customers free delivery simply because this is a service that another company provides and they do need to get paid.

  I will look into your order number and look to see if there is any product owing at this time, and if there is still items that have not been taken, I will look to get an estimated time of arrival for you ASAP.

  again, my sincere apologies for any stress you have endured in dealing with any of our team members.

  I am confident that we can make it up to you and make sure that the remaining part of your experience with West Coast Kids is seamless. This is an exciting time in your life and WE will worry about any of the problems or issues , we want you to focus on only things positive!!

  I will be in touch with all the information you have requested pertaining to your order..

   

  *One more thing-*

  You mentioned that you bought a product that went on sale shortly after. We do have a price match policy in which we match all sales within a two week Period. We are quite lenient with this policy and our end goal is for our consumer to be happy. Should there be any outstanding price match request? We can certainly look to fulfil this as well. We are here to service you to make sure you have an amazing experience with West Coast Kids. I will be in touch with any or all ETA’s,
  

  Thank You,

   

  Robyn

  Customer Answer

  Date: 27/09/2024

   
  Complaint: 22260785
  
  I am rejecting this response because: WCK is providing false information in response to my complaint. 

  #1: the website does not state free shipping excluding furniture, unless you dig into the fine print. The website just has big banners as you click through indicating free shipping over $99, it's very misleading.

  #2 There are baby sites that offer free shipping of similar items such as Snugglebugz, which is an amazing company that has the best customer service and sells practically all the same products as WCK.

  #3 We were told we needed to come collect our stroller and bassinet and then later in store the store manager told us they would have delivered that for free as it met the $99 threshold. It is not clear what is and isn't covered and the communication changes with each staff member you speak to. 

  #3: I didn't order off the website, I spoke with a representative that took all my information and was aware I was looking for delivery of a recliner and said it was no problem to ship with no mention of cost. It wasn't until she put the assistant manager (who claimed to be the manager) on the phone and he said unfortunately we can't do it without charging you. Again I was mislead. 

  #4: You do not credit delivery fees because you use an outside company - false. Firstly the asst. manager quoted me $100 and then I was later told in store the charge would be $130, after going back and forth the store manager said she would make a change to the fee and I was only charged $100, so it is possible to credit back delivery fees, she just didn't credit back the full amount. Additionally, the store manager said she would look at a store credit in the same amount, not waive the fee but offer it as store credit to make another purchase. 

  #5 You said you use an outside company, my recliner was delivered by two WCK employees in a WCK delivery truck. A third party was not used, again the store manager specifically said we will use our own delivery service and you did.

  So to the point "I hope I am being clear in our policies" no, you are not because they are riddled with false information and lies. 

  Again, I accepted the incorrect chair as there was no guarantee on timing of the new product. The wrong item was also damaged, I would gladly accept a new back pillow without the damage but this has never been offered to me. 

  I am also just so disappointed that after coming to the store and talking to the store manager who also confidently stated she would 'make this right' then continued to ignore my emails and phones calls, to date she has never responded. Clearly the store does not want to remedy this issue. 
  
  Sincerely,
  
  Elissa Nielsen

  Business Response

  Date: 08/10/2024

  Hello,

  this customer thought we offer free shipping off furniture items. It is very clear on our website that all furniture is NOT included in our free shipping over 99$.

  we do not have any issues with this being unclear.

  we have explained this to the customer.

  we have a management team of 5. One of the managers did explain the online shipping policies to this customer.

  the delivery charge to North Vancouver is 120$ plus tax. It hasn't changed in a few years.unfortunately this is the charge from anjen delivery and we are simply the 3rd party collecting the monies and scheduling the delivery. Im sorry the customer is not happy about the charge, but this company does need to get paid for the service they provide. This has never been an issue for any customer. It is the cost of doing business.

  This customer ordered a glider from jaymar. Jaymar put incorrect info on the outside of the box leaving an incorrect colour on the inside. In order to rectify this error , we offered a discount off the current glider or a rushed glider comimg in the following week. The customer chose the discount. Customer has the chair. 
  There were no lies told. I’ve reviewed the situation and everything told to the customer has been the truth. Our policies are very fair and we put customers first.

  This customer received many discounts off her orders. She received 15% off the order and an additional 5% off for her chair and a discount that we covered off her delivery.

  The customer is now asking for an additional credit. 
  i do not feel this is fair as we have given this customer several discounts.

  In effort to put this situation to bed i will allow a gift card to go through. This will be the last credit to be used towards this profile . 
  we are human and if we make mistakes we will always offer our apologies and they are sincere. Continuing to give refunds is not a common practice and this profile has continued to receive monies back .

  The delivery was done and the customer did receive this delivery.

  This is what im prepared to do to resolve this situation-

  I will give the customer 50$ back in the form of a gift card. This is being given to make the customer happy. This amount is meeting the customer half way on the delivery charge which was already discounted.

  Im hopeful that this additional discount will show our efforts in continuing to rectify this.

  note- i do see that we failed to respond to 2 emails. This is absolutely unacceptable. My sincere apologies for this. I have reviewed this with the Vancouver managers. My very sincere apologies.
  

  Thank You,

   

  Robyn

   

   

   

   

   

  Customer Answer

  Date: 18/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22260785, and find that this resolution is satisfactory to me.

  While I still do not agree with the details of the response and there is still information that is not accurate to what occurred. I have now had my baby and cannot continue to go back and forth with the company. 

  I will accept their offer of the gift card credit as detailed in the response and close the complaint. 
  
  Sincerely,
  
  Elissa Nielsen

• Initial Complaint

  Date:03/06/2024

  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.

  On April 28th, a local CPST inspected our car seats and found that both of my Diono car seats lacked the required Canadian National ******************** despite being purchased from different stores at different times. The first, bought from Bed ************* ****** in 2022, was confirmed by ***** as a USA seat, absolving them of responsibility and leaving me to negotiate with the retailer. Despite providing proof of purchase, Bed ************* refused assistance, citing corporate changes and lack of records.*****'s response from this was underwhelming, offering only a 25% discount on a new seat. While I reluctantly purchased another $300 seat, Ive been advised to seek further recourse, leading me to contact you in hopes of a refund or full replacement. Similarly, my daughters ***** seat, purchased from West Coast Kids on Nov 26, 2022, also lacked the Canadian sticker. ***** claimed that because the first six digits of the serial number matched an inspected seat from the batch, it was also guaranteed to have the sticker. However, I challenged this assertion, as the provided photo of the inspected seat wasn't identical to mine. I reached out to West Coast Kids and was told that *****'s advised them that the issue was resolved, but has certainly not been. They told me today that ***** offered to send a replacement sticker for me to place on my car seatan unacceptable solution given the seriousness of the safety concern. This batch should be considered a defect and be recalled. The entire ordeal has been exasperating. *****'s lack of assistance, coupled with the financial strain of having to purchase new seats due to a manufacturer issue, underscores the injustice of the situation. As a conscientious buyer unaware of the sticker requirement, I shouldn't bear the burden of *****'s oversight. Considering this is also very ILLEGAL in ******. I would LOVE a refund to be able to purchase from a different car seat company. I do not trust them after this.

  Business Response

  Date: 24/05/2024

  It is standard practice for Diono to crash test all Diono convertible seats to meet both the US (FMVSS 213) and ****** (CMVSS 213)safety standards, we do have documented safety crash reports supporting this.  Because of this our seats are compliant in both ****** and *** Unfortunately, it appears that at the time of manufacturing it was missed adding the Maple Leaf sticker.  We are more than happy to send the replacement stickers and provide guidance on placement.

  Customer Answer

  Date: 24/05/2024

   
  Complaint: 21754500
  
  I am rejecting this response because it is illegal. Transport Canada says manufacturing must apply their NSM number. This is a MANUFACTURES responsibility and is REQUIRED to have on a car seat. It is not ethical or legal to ask a consumer to place this on a seat without one. I would also like a full refund for my sons seat as I should not have had to purchase a new seat for being sent a USA one. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 30/05/2024

  It is standard practice for Diono to crash test all Diono convertible seats to meet both the US (FMVSS 213) and ****** (CMVSS 213 ) safety standards, we do have documented safety crash reports supporting this.  Because of this our seats are compliant in both ****** and **.  Unfortunately, it appears that at the time of manufacturing it was missed adding the Maple Leaf sticker. We are more than happy to send the replacement stickers and provide guidance on placement.

  Customer Answer

  Date: 30/05/2024

   
  Complaint: 21754500
  
  I am rejecting this response because I am going to contact Transport Canada about this. Is there a response regarding a refund on my US car seat? Id like a refund on the replacement I purchased as I never should have had to pay for a replacement.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/06/2024

  Hi there - We have taken a look into the scenario and have followed up with *****. They have confirmed they will be in touch with you directly to replace the seat.  

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21754500
  
  I am rejecting this response because ***** still owes me a refund for the US car seat I purchased from Bed Bath and Beyond as it has a US model number. West Coast kids reached out to me and spoke directly to *****. We have both reported them to Health Canada for violating car seat requirements. West Coast Kids has been amazing to deal with and I greatly appreciate them taking this situation seriously. It would be nice if ***** would also take this situation seriously. I should NOT have had to purchase a new car seat on my own for my son to be legally safe. When these seat batches get recalled due to their violations, ***** will have a lot more seats to replace than just mine. This situation has exploded into something bigger and its going to be at the cost of *****. All of this says a lot about your business, loyalty to car seat safety and your trustworthiness as a company. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:24/01/2024

  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 filed a request on Dec 28, 2023, regarding the product quality. That manufacturer asked me to contact the retailer for warranty details. It's been about 1 month, and they still haven't provided updates; I contacted WCK several times through email and only got replies. They are still pending a response from the manufacturer but wouldn't provide approx. Date, and just let me keep waiting."Order# ********* Order date: OCT 28, 2023 I made an order purchase on website, and one product (bbluv sonik 2 stages toothbrush)broke apart at first use. I have contacted bbluv for warranty, but have been advised I need to contact West Coast Kids for help."

  Business Response

  Date: 27/01/2024

  Hello,

  please provide the best contact number .

  we will refund this product for the customer as we stand behind our product .

  sorry for the inconvenience.

  Thank You

• Initial Complaint

  Date:21/12/2023

  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.

  ordered a crib set from west coast kids aug 17 2023 . Paid 25 % down on my order by credit card . Order came in on dec 17 ish . Was told at this time that I could not pay the rest with my credit card unless I showed up in person with my card . I live 900 km from the store so not feasible . I said to them why was I not told of this when I made this order , You accepted my deposit over the phone why not the rest ? No answer. Because I could not use my card I will lose my shipping insurance and my 2% cash back . total bait and switch sales .

  Business Response

  Date: 17/01/2024

  Hello ,

  sorry we for any delay in responding, we did not see this email .

  we have read this complaint . We do not take payment on credit cards over the phone . We will make the exception if the charge is for a deposit. The reason for this is because if we are taking a deposit only, and not giving out products , we will not be out financially should there be a charge back or any credit card issues . This is the recommendation of all banks today because of the amount of credit card issues . No retailers take credit cards over the phone . Banks will not stand behind a charge without the cardholder being present and the chip inserted and the pin entered . This is the norm with credit card protection . In order to assist this customer and in effort for the customer to use this method of payment (credit card ), we have an option that we can discuss with the customer . The customer can simply purchase an online gift card in the amount of the order , and then we can process the balance this way . This Will allow the customer to use their card and get their insurance, and in turn it will go through a proper ***** detection protection service that we have on our website.

  We can call the customer to process the balance of the special order . The goods have been ordered by the customer and in good faith we bring it in on the customers behalf . I’m sure the customer is anxious to get this order so let’s proceed and help them use their preferred method of payment.
  

  Thank You,

   

   

• Initial Complaint

  Date:18/12/2023

  Type:Customer Service 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.

  West coast kids has conflicting information regarding their cancellation policy. Under FAQ's it states "You have the option of cancelling an item that you have ordered that has not yet been shipped. With our commitment to ship in-stock items as quickly as possible, we ask to have the cancellation request within 4 hours of placing the order. A member of our **************** team would be happy to try and accommodate you. They can be reached at ***************************************** or **************." I ordered a bundle stroller and car seat. This showed as being in stock online. When I had not received a shipping confirmation I emailed and was advised the order was on pre-order and would ship in 4-6 weeks. I was not aware as the website shows both items as being in stock is because the car seat was in stock (a website issue which should be fixed). I requested a cancellation.I was advised that I could not cancel the order due to it being over 4 hours since I placed the order, and because the item is a pre-order. Again "You have the option of cancelling an item that you have ordered that has not yet been shipped" comes directly from their website. Not honouring this is false advertising. An "ask" is not the same as a requirement. Additionally the item is not in stock (which I was not aware of due to their website issue), so the 4 hour window for in stock items does not even apply to my order. I would like my order cancelled, please honour the information you provide to your customers.

• Initial Complaint

  Date:10/11/2023

  Type:Billing 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.

  On October 25, I bought a stroller and bassinet from the West Coast Kids store in ******* for my soon to be born grandchild. I will have paid $1550 before tax. I took the stroller away with me, but the bassinet needed to be ordered, and is due to arrive at the store in 6 to 8 weeks, at which time I am obliged to pay the remainder. On November 3rd, I received an email from **************** a price for the same stroller and bassinet for $448 dollars less than what I paid. The owner of this business has boasted that she is able to keep prices lower than anyone else because she can buy large quantities. When I spoke to the manager of the West coast Kids Store by telephone, she said that the sale is final and the stroller cannot be returned because we took it out of the box and assembled it. The shopping basket does not fit the stroller, but she said that we would need to talk to the manufacturer about that. I think that this store should refund the $448. dollars that I paid over their advertised price, and replace the shopping basket with one that fits.

  Customer Answer

  Date: 06/12/2023

   The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:31/10/2023

  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 bought a ********** from the store in South ******** Common after I had been there twice asking questions about the wagon as I needed it for transport inside and outside of my vehicle. Once I got the box home and assembled it, I realized that it doesnt fit in my vehicle. What kind of wagon is designed this way? Why didnt WCK mention this problematic piece of the design? I have an SUV. Never once did I think, this wagon will not fit in my vehicle. Well it doesnt. And its $1300. Having called the store asking them to please empathize with my situation, they outright refused return, exchange, any sort of compensation of any kind of this expensive piece of equipment that I can only use around my neighbourhood. Times are tough. I am a parent. Who do you think can take the hit? The wagon is in perfect condition and there is absolutely no logical reason why they cannot do something. Im disgusted. On top of this, they sell $60 water bottles that leak. They wont take those back either because its been used. Interesting. You are not willing to take even a small financial hit but you expect parents to take them. Wow.

  Business Response

  Date: 09/12/2023

  Hello , my sincere Apologies on the delayed response .

  We sell hundreds of these ********** wagons .there are no issues with the design or size . It is however a large item . WestCoastKids invests a lot of money in opening each and every product and displaying it on the showroom floor so that customers can touch and feel it , play with it AND try it in their vehicles . I can only imagine that after visiting the store twice , this customer was able to see the size and even try it in their vehicle . We offer amazing service and all of this is included . We also are very transparent about our return policy , it is in 6 places to make sure our customers do see it. We do feel that the consumer needs to be aware of the policy of the store from which they are buying from . Once a product is not in its original condition it cannot be returned. We have a great return policy but unfortunately given the economic environment, we simply cannot accept products back that are not in packaging and are assembled . Our customers will not purchase it.

  we do feel that this product does not qualify for return . We can discuss trying to sell it at a reduced price for the consumer, only because we want to help in any situation .

  we feel we are more then fair and more then reasonable to work with . After all This will be year 50 in business !!!!
  

  Thank You

  Customer Answer

  Date: 11/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: your claim that your return policy is in 6 different places is false. Your staff should explain this to your customers when buying $1300.00 items. I was never told I could try this wagon in my vehicle, and you are aware of this design flaw; having sold, assembled, and advertised it in your store. It not unreasonable to ask that a wagon fit inside my vehicle, as that is what its bought for. I have an SUV and it should fit in my trunk. So sizing up the wagon with my eyeballs and thinking hmmm I wonder if it fits in my vehicle, never ever came to mind. I explained to your staff what this was for, yet no one ever mentioned that I could try it in my vehicle or that I should. 
  

  the Wagon could have easily been taken apart again and put back in the box and resold. It had not been used. A refund, minus a restocking fee would have been reasonable. Do not tell your consumer that your refund policy is good, when you are not the consumer. Its a bad look, almost as bad as your 50 year reputation based on the BBB website and your overall score on ****** reviews. 
  

  You speak about the economic climate, yet no empathy is given for your consumer who pay for your overpriced goods while you rake in the money. Something could have been done to resolve this issue, instead your upper management was rude, your response here is rude and I am so glad it is public, and I will never shop inside your store again. I spent hundreds of dollars a month there, and your store was my first stop for most things. Unfortunately you are just another corporation looking to take care of themselves.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/08/2023

  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.

  Hi, I bought a toddler’s bed in Westcoast Kids on 17 June 2023 with a price of $148.99. When the order was delivered, we found a very poor quality which rotten wood and loosen rigid joints are seen before installation. When I tried to wipe with wet towel on the bed after installation, the bed is damaged with rotten wood broken easily. It is definitely in danger for a toddler to use. As I complained to Westcoast Kids on full refund, they just claimed the order was discounted item so refund / redumption coupon are not accepted. Their attitude is not trying to help that they have no choice for me except to contact the bed manufacturer to repair/ replace. It is absolutely unacceptable for me as I have no confidence to get the same bed with a better wood quality. All I need is FULL REFUND and they only keep rejecting, asking me to contact the manufacturer and follow up my case. Please note that the order number #*********

• Initial Complaint

  Date:12/07/2023

  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.

  We received a Coco Village Educational Tower as ordered on line. The screws provided with the product are too small for the holes they are supposed to go in and do not hold the product together making it unsafe for a child to stand on. We reached out to West Coast Kids on June 15, 2023 advising them of this and inquiring how to rectify this. We were told by ****** @ *** she would reach out to the brand representative for advice. We have emailed multiple times requesting updates only to be told she was still waiting to hear back from the brand. We have suggested we make an exchange in store to be told " If there is any issue or missing any part for this brand, we have to contact to supplier, as they want us to inform them so they can provide the best resolution." It has now been a month, and we do not have a resolution for the unsafe and defective product we received. We called the *** customer service line and were told we could not request a refund and had to wait for the brand to reply to ***. When we asked to speak with a manager, we told we would get a call back within a week because the manager "is very busy". We have requested multiple times arrangements be made for us to exchange in store (although inconvenient for us which was why we placed the order online) and this request has been ignored. We are requesting either a refund for the unsafe product or an exchange for a new one.