ComplaintsforKijiji Canada Ltd

• Initial Complaint

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ive been ban by kijiji.I emailed them and haven't received response. I want kijiji to look into my ads and see that I do not sell huskies,poms anymore. You can see from my kijiji history that I rehomed these adults and no longer sell those pups. I used to sell them for my Mom.I have switched breeds over the years.I wrote to kijiji telling my story. I sold my sisters Tornjak Pyrenees litter for her when she needed help. But going forward I will definitely stick to my own breeds. I won't sell my sisters or anyone else's pups anymore. I just wanted to help them. I am experienced at finding good homes and vetting families and so they ask me for help.I am a very ethical and caring dog breeder. Our dogs are very happy,we always allow visitors to our acreage where our dogs live and run free. I believe someone reported me as a puppymill and should be charged with slander. They know nothing about me and I often have breeders contact and harass me.We only sell on non breeding contracts on every pup that also state the pup has to be returned to us if they can't keep it. We do every thing right for our dogs. I did not fully stick to kijiii rules and I very much apologize. I was frustrated when it seemed like no one else does. I usually carefully follow kijiji rules.I will be diligent going forward and I fully respect the rules.I will have a website up very soon that I can show you.I am a young Mom and it took me a few years to figure out which breeds was best for our family and others.We wanted dogs that fit perfect into our home and lifestyle.I've no desire to breed any other breed ever again going forward.I have tried making new accounts because I want to find my pups homes. I just want to do the best for them while they are young and ready for training. Its important that they are in their new homes to bond with their families.I know this has further flagged me but what else can I do?I have videos of every pup/dog that have been in our care and that has ever been on kijiji

  Business response

  10/02/2022

  Business Response /* (1000, 5, 2022/02/03) */ *******, Thank you for escalating your case through the Better Business Bureau complaint portal. Unfortunately, after a careful review of your situation, we will be upholding the ban on your Kijiji profile. Looking at your historical posting activity, you have listed an alarming level of different dog breeds, including: Australian Shepherd Great Pyrenees - Australian Shepherd Mix Bernese Mountain Dog Bernese Mountain Dog - Australian Shepherd Mix Australian Shepherd - Golden Retriever Mix In your appeal, you also mention selling Huskies and Pomeranians in the past. These activities suggest breeding at a commercial level. As you know, even if some of these animals were advertised on behalf of other family members (which is not permitted), the total number of breeds still originate from your Kijiji profile. Additionally, in the recent past, you have offered the option to ship puppies (IE. In the case of ad #XXXXXXXXXX). Kijiji does not allow any ads that offer the shipment of animals. Animals may only be sold locally so that the transactions can occur in person. Lastly, we have observed that you have edited some of your listings to replace previous dog breeds with new ones (IE. In the case of ad #XXXXXXXXXX). This particular listing started with the advertising of an Australian Shepherd/Bernese/Pyrenees mix but was eventually changed to Australian Shepherd exclusively. This practice is strictly prohibited as each ad must only promote a single, distinct breed with its own listing fee. In light of these facts, we must reject your appeal for reinstatement and uphold the ban on your Kijiji profile. We thank you for your understanding and cooperation in this matter. Respectfully, Kent S Community Relations Manager Consumer Response /* (3000, 7, 2022/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you Kent for your quick response. Since the ban, I have thoroughly read all the kijiji rules. I deeply apologize for my negligence in keeping up with the rules. I'm not sure if they have changed over the years but I was not aware of many of them. It was not from a lack of respect but from being a busy Mom of young children and raising pups. I have never shipped, the airport is far away and we want the buyer to sign our non breeding contract in person. I didn't know it was a rule and I see many ads with shipping. Regardless I have never offered shipment by plane or any other way on my ad. I can't see the ad you mentioned but maybe it was when we offered to deliver to Calgary? Which was done with our vehicle to meet the families in person. It's only a few hours away and we go to Calgary often to visit family. I have Airbnb receipts in Calgary that I can show as well. I can also get statements from the families that we met there in person. As you can see from my history I usually don't reuse ads. I have no reason to since the fees are tax deductible.My husband was recently helping with the making of ads and it was a mistake. I assure you it will never happen again. Is there anything that I can do to prove myself? We could get a signed statement from our vet and I can also send you our new website to look over. As you can see the complaints never come from people that have purchased pups from us for all these years. We have great relationships with them, I can get signed references. We always welcome visitors to come and meet the pups and parents in person. I have so many videos of all of our dogs and every single puppy that has been on kijiji. I can show you that we are a family that cares deeply for our dogs. I can also show you updates from our puppy buyers. Many families come back and buy second pups from us. We are a family that breeds as a hobby and I know it looks bad to see the number of breeds but please hear me out. We were just looking for the perfect mix for our children, our home and active outdoor lifestyle. As young breeders it was a learning experience that could only be done with raising up the dogs. We live on a acreage and our dogs run free, so it was also important for us to find a breed that stays close to home. We have one Pyrenees to keep away the bears and coyotes and to protect our pups. We only wanted a pup out of her because we love her so much. Our intentions for her was to keep a pup and get her spayed. We have many people ask for this breed mix because they are very amazing protectors for families that live in the mountains and spend a lot of time in the forest. I got caught up in trying to produce the best dogs possible and I didn't realize how it would be perceived. As you can see from our ads, we only recently introduced the golden retriever into our breeding because of their love for water and we live near a creek. We also spend a lot of time at the lakes and river so this was very important to us in our dogs. We let our Bernese go and we bought a male Golden to breed to our Aussies/Australian Mountain dogs. Our indecisiveness in choosing our breeds has always been to the benefit of the dogs that we raise and to the families we sell them to. I can't even tell you how much money we lost while developing the incredible dogs that we have now. We have bought dogs, raised them up and never bred them at all because we didn't feel they were good to breed and move forward with. We spayed them and the cost to us was great. The purebred Bernese for example are a very unhealthy breed and as you can see from our ads, we rehomed the adult Bernese and decided to move forward without them. Even though we loved them and could make money from them, we still let them go. A commercial breeder would not. We carefully and thoroughly find only the very best homes for every puppy and dog. We are ethical and responsible breeders and always follow every recommendation from our vet. I fully respect the system you have in place to protect dogs. Please understand and look further into our case and see that even though some concerning rules have been broken over the years, we have a massive amount of evidence showing the truth. If you look at our ads, our pups are all very healthy, clean and very well taken care of. I hope you will allow me to show you more so you can see that we don't fit the criteria of a commercial breeder. The number of breeds we have had may look bad but it was only our intent to diversify our lines and keep them genetically healthy. I know if you are able to look into us further you will see that we are telling the truth. Other members of the kijiji community will also see this with our website up. If you give us another chance I promise you will not regret it. Please reconsider, your company has only lost a few ad payments. If we can't sell our puppies,we can't afford dog food and vet bills and the loss of our very much loved dogs will be devastating to our family. Business Response /* (4000, 9, 2022/02/10) */ *******, I appreciate you taking the time to compose such a reflective response. You certainly seem sincere in wanting to make changes for the better. Nevertheless, despite your willingness to be more transparent moving forward, we will not be overturning the ban on your Kijiji profile. There have simply been far too many security concerns surrounding your account activities on Kijiji. From a community safety standpoint, there would be an inherent (and unnecessary) risk in reinstating your access based on good faith alone. I do acknowledge that you have offered to supply Kijiji with supplementary resources to help validate your personal situation (IE. Through receipts, customer testimonials, a website, etc.). That being said, as a general practice, Kijiji does not have the resources or capabilities to corroborate these external details. We can only operate with the facts and data points within our own online environment, and enforce Kijiji policies as consistently as possible for all users. I understand that this decision may be upsetting, but I hope that you can appreciate our position in this matter. We must always place the safety of our community - and the welfare of animals - at the forefront of everything we do. I wish you the very best moving forward. Respectfully, Kent S. Community Relations Manager

• Initial Complaint

  25/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have placed an ad on Kijiji I was selling puppies I had one litter myself and my sister had two. She lives in an area with no cell phone reception so I advertised for her. All of our ads were shut down and I was deemed to be a broker which is extremely far from the truth. There is no one to contact no one to discuss and I am blocked based on a "fink system". There is no resource to defend yourself Or dispute the block. In Canada we have the right to defend ourselves.

  Business response

  07/02/2022

  Business Response /* (1000, 5, 2022/01/26) */ ****, Thank you for escalating your case through the Better Business Bureau complaint portal. We have carefully reviewed the details of your situation. As you surmised, your Kijiji profile was blocked as a security measure after it was determined that you were advertising numerous puppies on behalf of another party. Specifically, you mention that this breeder - presumably your sister - is located in the 100 Mile House area in the South Cariboo region. You also offer the option to ship the puppies from this municipality to other locations in BC (such as Vancouver). As you may know, any animal being advertised on Kijiji must be owned by the individual rehoming the pet. Kijiji does not allow the advertising of animals on behalf of other parties. Additionally, Kijiji does not permit any ads that offer the shipment of animals. Animals may only be sold locally so that the transactions can occur in person. These policies are outlined clearly in our 'Pet Posting Policies' Help article: https://help.kijiji.ca/helpdesk/policies/pet-posting-policies Unfortunately, given the security and animal welfare concerns surrounding your activities on Kijiji, your account will remain banned indefinitely. We thank you for your understanding and cooperation in this matter. Respectfully, Kent S. Community Relations Manager

• Initial Complaint

  19/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Kijiji emailed me a copy of an ad I submitted and congratulated me on having posted it successfully. However, it did not appear. I have tried several times to resolve that with Kijiji directly through their Customer Support Live Chat. Their agents consistently and abruptly end the chat before I can communicate with them. As well, Customer Support has ignored my subsequent emails. I do not believe my ad violates Kijiji's terms or policy and, if it does, I would like to how exactly how so I can comply and post an ad.

  Business response

  25/01/2022

  Business Response /* (1000, 5, 2022/01/20) */ ****, Thank you for escalating this matter through the Better Business Bureau complaint portal. After a careful review of the situation, your Kijiji account was blocked as a potential security risk due to a lack of verifiable information. Specifically, in order for your ad to be posted successfully, we ask that you please include additional details such as pricing for your house rental and accompanying images of the unit. Ideally, we would also like to see a specific address rather than just a postal code. As long as these supplementary details are included, you should be able to post without issue moving forward. We do apologize that this guidance was not provided to you in your previous attempts to communicate with our customer support team. Rest assured that this case has been reviewed with our staff for learning and training purposes. We sincerely appreciate your patience and understanding. With kind regards, Kent S. Community Relations Manager Consumer Response /* (3000, 7, 2022/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I revised and resubmitted my ad as advised, then received an email notice that the ad had been successfully posted. The notice email has a button to view the ad, but when I click the button I cannot see or find the ad anywhere. So I checked my account status and it shows I do not have any ads. I would appreciate a phone call from Kijiji so someone can assist me. This is my first attempt to use Kijiji and I'm finding it very difficult. Business Response /* (4000, 9, 2022/01/24) */ Hello again, ****. Regrettably, Kijiji does not offer formal phone support at this time. Given the millions of users that access our platform on a monthly basis, we simply don't have the capacity to offer a general phone support hotline. With that said, I can confirm that your ad (#XXXXXXXXXX) is indeed active. It can be accessed via the following link: https://www.kijiji.ca/v-view-details.html?adId=XXXXXXXXXX You should also be able to review your listing in the 'My Ads' section of your Kijiji profile. To ensure no further interruptions to your posting experience, your Kijiji account has been whitelisted within our system to remove any previous security flags. Thank you for being so accommodating by including additional details about your house for rent (IE. Images, price point, precise address). As a gesture of courtesy, your ad has been promoted to the Top Ad section for 7 days. Please accept our sincere apologies once again for any frustration or difficulty in using the Kijiji platform. With best regards, Kent S. Community Relations Manager Consumer Response /* (2000, 11, 2022/01/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) We appreciate how effectively BBB dealt with our complaint, how quickly Kijiji corrected the problems in posting our ad, and the accompanying explanations and suggestions from Kijiji's Community Relations Manager.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Desired outcome: To receive an answer from kijiji on why my account was deactivated/banned, and what I could do to reactivate it as I have not purposefully done anything against kijiji's rules and regulations. Explanation of the situation: I posted an ad on my kijiji account for a bitcoin miner that I am selling. After a while I tried visiting the ad to see why I was not receiving any inquiries, realizing the ad was removed. I contacted kijiji support chat, after stating my situation, the agent named ***** said my ad was removed "..due to the fact that your access is currently suspended ...", I then asked "sorry but why is that?", to which the agent replied "We're unable to verify some of your posting information and your ads look suspicious to us hence I must unfortunately reject your reactivation request" and abruptly ended the chat. I had no idea that my account was deactivated and surprised about the agent ending the chat; therefore, I decided to contact support again, but the agent named ****** ended the chat again without providing any helpful information **************************. I contacted support once again, and once again I was disconnected by ******. The 4th time, an agent named ***** said I should email support instead of using chat, which I did. I emailed support, and after not receiving a reply in 8 days, I decided to chat with support yet again, with the outcome being similar to what I had experienced the first 3 times. *************************************************** would like to ask for an explanation of why my account was deactivated, without agents constantly ending chats and not providing any information. Thank you.

  Business response

  05/01/2022

  Business Response /* (1000, 5, 2022/01/04) */ *****, Thank you for contacting Kijiji through the Better Business Bureau complaint portal. After reviewing the details of your case more closely, our security filters did indeed flag your profile as a potential security risk given the use of a virtual private network and the nature of your listing for a crypto mining unit. Since the submission of your original BBB complaint, I can see that one of our customer support agents (******) has been able to communicate similar information to you via case ID 5003rXXXXXRnkANAAZ. As ****** mentioned, all ad content related to cryptocurrencies (including Bitcoin mining) is not permitted on Kijiji. You are welcome to review our 'Prohibited Content' Help Desk article as well for future reference: https://help.kijiji.ca/helpdesk/policies/prohibited-content Your Kijiji account should now be fully active. We would like to extend our sincere apologies for any confusion, ambiguity, or lack of communication on the part of our customer support team. We will be reviewing the details of this case with the broader team for learning and improvement purposes. Thank you for your patience and understanding. With kind regards, **** ******** Community Relations Manager Consumer Response /* (2000, 7, 2022/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  14/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been an active member of good-standing on Kijiji for over 12 years. During this time, I never violated any policies; I paid over $200 towards ads; and I was always very professional and respectful towards both other Kijiji members and Kijiji staff. In these 12 years, I also received excellent customer service from Kijiji whenever I had any technical or payment issues. Recently, however, my experience with Kijiji has been a complete nightmare. My account (*********@hotmail.com) was just banned, and now I have no ability to post, contact other members, or communicate with Kijiji staff. I have tried creating other accounts (in case it was just a 1 account ban), but they all immediately get banned. I have contacted Kijiji a few times and they refuse to specify why my account was banned. I suspect that it was banned for 2 reasons: (1) for forgetting to turn off my VPN when posting ads in Canada after arriving home from another country; and (2) accidentally posting a duplicate add. I'll be honest and admit that I violated these policies. However, this was not done intentionally or with a bad intention. More importantly, these violations are minor in comparison to my 12 years of being an active Kijiji member of good-standing. You would think that my 12 years of good behaviour on Kijiji would warrant another chance with my account. But, unfortunately, it hasn't counted for anything so far. I am willing to be informed about my violations and to abide by all the Kijiji policies in the future if I am given another chance. ******************************************************************************************************************************************************************************************* Kijiji was one of my few means of acquiring income for my family. Banks & Government agencies have all shown lenience and clemency towards me during this difficult time. I would have thought that Kijiji would have shown me some similar compassion and flexibility.

  Business response

  03/01/2022

  Business Response /* (1000, 5, 2021/12/15) */ *******, Thank you for escalating this matter to Kijiji through the Better Business Bureau complaint portal. After a thorough review of the situation, your Kijiji account (*********@hotmail.com) was indeed incorrectly blocked by our security system after the detection of your VPN remote access. With that said, the use of a VPN is certainly understandable while working or travelling abroad. We have thus whitelisted your email address and you should be able to post and reply to ads without issue moving forward. As a courtesy, we have reactivated your most recent Kijiji ad (#XXXXXXXXXX). It has been promoted to the Top Ad section for 30 days. The listing can be found here: https://www.kijiji.ca/v-view-details.html?adId=XXXXXXXXXX We sincerely apologize for any inconvenience or frustration caused. We have spoken to the customer support agents who previously (and mistakenly) declined your Help Desk appeals. They have been educated on the proper protocol. We deeply appreciate your patience and ongoing patronage. We wish you and yours a safe and relaxing holiday season!

• Initial Complaint

  22/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My ads keep immediately disappearing after posting them for some reason I want explanation as to why as I've done nothing to violate the kiiji tos

  Business response

  06/12/2021

  Business Response /* (1000, 5, 2021/11/23) */ ***, Thank you for contacting Kijiji through the Better Business Bureau complaint portal. After a careful review of the situation, your Kijiji profile was blocked after our system detected suspicious activity. Specifically, our system identified several email accounts connected to your device. They are: ****************@gmail.com **************@outlook.com **************@outlook.com In the case of **************@outlook.com, Kijiji received multiple reports from the user community about ********** activity (in relation to ad #XXXXXXXXXX). In light of these serious security concerns, we have made the decision to permanently ban your Kijiji profile. We appreciate your understanding in this matter.

• Initial Complaint

  09/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are a small business in Quebec, we are purebred Siberian breeders certified by the Canadian Cat Association We unconsciously during one of our sales at the beginning of the 2021 year broke one of Kjiji terms of service regarding the shiping of pedigree cats. Without doubt these measures are in place to protect the animal but our shipping process is carefully monitored against any danger for the pet. Regardless, we have to acknowledge that we did accidently break those terms. Since then, a lot of things have changed, our small business has begun to more actively breed our beautiful pedigree kittens here in Laval Quebec Canada with the sole intention to sell locally. We have partnered with other breeders to learn their practices and are continuously working with the CCA (Canadian Cat assosiation) to ensure that our breeding practices are in norm and safe for every party involved. Since these changes, we have tried to come back to Kijiji but unfortunately the ban for our previous offence still stands, we have tried to contact customer support with hopes to solve this problem a countless amount of time each time the conversation would simply be abrupted. We are kindly asking Kijiji to consider our situation and allow us move forward, we are fully ready to cooperate and share required paperwork to prove that our cats and purebred and that we are official breeders. We accidently waste our shot at using Kijiji without intent at causing any harm and we are simply asking Kijiji to consider a Unban request so our cattery can move forward. We have tried multiple ways to get around the ban on our own, (by creating a second account) because of the lack of support from customer service. We believe we are stuck in a peculiar situation in which we have a chance to promote good and responsible breeding practices on Kijiji, but one of our past accidental offence is preventing us from doing so. We kindly ask Kijiji to consider our situation and please help us get in good terms.

  Business response

  22/11/2021

  Business Response /* (1000, 5, 2021/11/10) */ ******, Thank you for escalating your case through the Better Business Bureau complaint portal. We appreciate the additional context that you have provided for your kitten breeding program which is now locally based in Laval, Quebec. In consideration of the details that you have presented, we have decided to conditionally reinstate your Kijiji account (************@gmail.com). You should now be able to post new ads without issue moving forward. Of course, given that you were previously importing/shipping kittens from Moscow, any further violations of our posting policies will result in a permanent ban from the Kijiji platform. We ask that you please carefully review our 'Pet Posting Policies' article (https://help.kijiji.ca/helpdesk/policies/pet-posting-policies) and familiarize yourself with our Terms of Use (https://help.kijiji.ca/helpdesk/policies/kijiji-terms-of-use#web). Thank you for your cooperation in this matter.

• Initial Complaint

  28/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My dad died in March and I went on Kijiji to sell his coin collection not knowing that it wasn't allowed. Kijiji then blocked my account. After trying to contact them several times, they finally answered and reactivated my account - also reactivating the coin ad! They then banned me and I can't use Kijiji from my phone, computer or anything! It was their mistake the second time and I'm being punished. I've used Kijiji for over 15 years and have great reviews. I don't want to lose my account,

  Business response

  09/11/2021

  Business Response /* (1000, 5, 2021/10/29) */ *****, Thank you for contacting Kijiji through the Better Business Bureau complaint portal. In addition to the *******************@gmail.com account, I see that you also have a Kijiji profile with *****************************@gmail.com. For the latter account, it appears that our security filters mistakenly flagged this profile as a potential community risk. Reviewing the circumstances more closely, however, this was clearly an error on our part. Consequently, both the *******************@gmail.com and *****************************@gmail.com accounts have since been whitelisted. You should be able to post new ads without issue moving forward. We sincerely apologize for any frustration or inconvenience as a result of this situation.

*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. ↩