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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
The order #****** purchased on Dec 15 mevr was received. After purchasing said delivery ***** was between ***** of December. My friend purchased the bolstet swing for our pediatric clinic in *******,**. This item is really important tool for our clinic. I sent emails and called and I never received any response back. I need this issue to be resolve as soon as possible.
Business response
01/05/2025
Very sorry! We responded in email. There was a mistake on the website. This product is made to order and usually takes about 3-4 weeks to make. It should ship the middle of January. I emailed to apologize to the customer, offered to cancel and refund if that is what they wished for and corrected the websites estimated delivery time.Customer response
01/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***** ******
Initial Complaint
09/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased the a bubble tube mirror pair for ****** and 200 in shipping cost on 5/8/24. This was a *** purchase for our elementary school. At first I had okay communication with the company saying it was going to be a delay. Then thats when it all went down hill. The first mirror was broken I declined drop off from *** freight company. I emailed the company and no response. I called the number on the box and sent him picture. He sent another. Yet again broken and I denied delivery. Called autism products and emailed several times. I have been told I could get a refund but as of this time I have not received a refund. I would just like the refund at this point so I can buy form another company for our school.Business response
12/03/2024
Hi
Good evening.
Very sorry for the delayed response.
The issue has been solved internally a couple of weeks ago.
We sincerely apologize this fell through the cracks.
Thank you.
Warm regards,Initial Complaint
07/25/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 6/11/24 I purchase a book online from this company for $32.90. The details are as follows:Item ************* Inclusive Programming for ************* Students with Autism $24.95 plus $7.95 for shipping = total $32.90, to be shipped to ******** ******* at ********************************************************************************, the estimated date for receiving the book was 6/18-21/2024 I received an email the same day from the company acknowledging my order, stating it was being processed.I had not received the book nor any communication from the company so I reached out to them on 6/28/24, but did not get a response. On July 8, 2024 I received an email from the company stating my book was shipped on 7/2/24, along with the tracking number.On July 9, 2024, I received an order from this company but it was the wrong book. I emailed the company and told them they sent the wrong book, I asked them to send the correct book and I needed it ASAP as I had already waited nearly a month for the book while I was told it would only take a week.This is the response I received the next day..."Very sorry for the mistake! I will get the correct one sent out tomorrow. Sorry about that!***** CMC (Chief Mom in Charge) AutismProducts.com"As of today (July 25, 2024) I still have not received my order or any response from this company. They have not sent my order nor refunded my money. ***** ***** has lied about shipping times and about when she is shipping out orders.This company is deceptive about mailing items in exchange for money. They have no intention to fulfill orders.Business response
11/18/2024
I think if you reach out to *****, you will find that she did receive a replacement book probably the same day she filed this complaint. Unfortunately it was also the wrong book. We found that the publisher of the book had them stocked in the wrong location. ***** told us she didn't want to wait for a third shipment and was refunded the same day. Even though this was all very unfortunate, I don't think it is a BBB complaint anymore.Thanks!Initial Complaint
06/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchase for Bloomington Public Schools District 271 for special education students, and ordered a swing set on July 26, 2023 almost 1 year ago and still have not received it, after many phone calls and emails they will no longer respond to me. I asked for a refund, and they will not acknowledge me. They said every month it will be there any day. To date nothing. Just want my refund so I can order from another vendor so I have it by the time school starts in September.Business response
06/26/2024
Very sorry! I appears that we sent many updates to the email ******************. Sorry that you didn't recieve them. It appears that the order was finally shipped by the manufacturer on June 11th? Here are the details. Sensory Swing Frame (120-6100) x 1, Sensory Swing Frame Leg Pads (120-6104) x 1, Sensory Swing Frame Mat (271-3810V4) x 1 shipped on June 11, 2024 shipped AAA ****** Freight with tracking number 63579163-5
Let me know if you don't find it.
Customer response
06/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************
Initial Complaint
04/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We placed out ordered with Autism Products on August 21, *************************************************************************************** our school district. One was to go to ****************************************** andt the other to ******************9/28/23 We were notified that this order will take 8 weeks. 12/4/23: "They finally started shipping them last week. I haven't seen tracking for yours yet but I am very excited to report that I have tracking for the first 10 and yours should not be much longer."1/10/24: "The swing frames are built to order and shipped directly from the manufacturer to you. They have been severely behind and all the estimates that I received from them were way off. That being said, they shipped all orders placed before about the middle of June last week. I suspect that yours should be in the next couple of weeks and we will email you with tracking as soon as we receive it. '2/8/24: "They shipped about 15 orders last week. This got them to about the middle of August on the backorder list. I hope to have tracking very soon for you."3/7/24: Swing arrived to ********* with no warning. 3/11/24: "I am working on getting the information. The manufacturer that makes these also makes all the track and field equipment there is a big competition that my rep is at. Your swings are literally the next ones to ship out and I expect tracking any day now." *********** doesn't even know we have one of the swings.3/27/24 We are notified the swing shipping to ***************** was finally shipped. We have now had this swing in our possession for 20 days. 4/16/2024: Still no swing for ***********************. The shipping on these swings was $517.00, each. I would like this refunded, totaling $1,034.00. If the swing is not shipped to *********************** by the end of next week (4/26), I expect an additional refund totalling $3,147.00 as they have held our funds hostage long enough.Business response
04/17/2024
This customer has every right to be mad. The manufacturer of this swing frame has been unpredictable for about a year now. I need to stop selling the product but it was such a good product at a great price that I have been giving them a chance to see if they catch up. The manufacturer is pretty sure they are going to clear all backorders by the end of April. I am waiting to see if that happens. I have other frames of equal or better quality from other manufacturers that ship the same day. I have offered but this customer choose to wait. This customer is one of the oldest that I have waiting, that is why they just received one of the 2 that they were waiting for. The other one they are waiting for should be the first one in the next batch. We have sent updates to the customers but we could have done that better over the past year. We are updating our processes.
Sorry again!
Customer response
04/17/2024
An alternative was NEVER recommended to us. It's been one story after another for months now.Business response
04/18/2024
Very sorry! We had offered this to everyone that was waiting for this frame. We can do this swing with the 5 foot top, swivel and round feet for the same price -
**********************************************************************************
I really do feel bad and this is a nightmare for us as well. Let me know if you want to switch to the Swing All, wait a little longer or if we need to send a refund.
Sorry again for the trouble!
****
Customer response
04/18/2024
That would work as long as its the swivel in the middle.
We would need the mats though and pads for the posts like we already paid for on the previous swing to be included for safety. Please confirm.
Initial Complaint
04/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I recently purchased a Extra large bear hug and was sent the wrong one and when I reached out to the company numerous times no answer and the item is being returned still heard nothing attempted to contact via phone only went to voice mail and asked other product questions and no one even has responded to me at allBusiness response
04/12/2024
Very sorry we missed your email! Did you return the product already? If so, where did you send it?
Sorry you son didn't like it!
****
Initial Complaint
04/05/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
On March 23, 2024 I purchased 4 soft play mats for my autistic son. I called before doing so and talked to a rep. I wanted some more information on the mats and ******* said she would send me a manual for them since she herself could not answer my questions. I never received the manual as promised, however I decided to purchase the mats anyway. I never received a tracking number and the delivery estimate was March *****th. I have not received these mats, nor has anyone responded to my repeated calls, voicemails, emails and contact form submissions. I do not feel comfortable doing any business with this company and want a full & immediate refund.Business response
04/14/2024
I am very sorry for the delay! This shipped last week and should be there next week. It was ABF Freight. Here is the pro number - 161421699 Here is a link to track it - ************************
Sorry again for the delay! The manufacturer was a little more behind than we knew.
****
Customer response
04/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************
Initial Complaint
10/28/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I order a ball pit October 5 and had a promised delivery date approximately October 25. I have repeatedly tried to get information and have not received any correspondence.Business response
11/08/2023
Very sorry! This is the first I have heard of this. I show that it shipped on October 25th. Very sorry it was a couple of days late! Let me know if you need anything else.
****
Chief Dad in Charge
Customer response
11/08/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
Initial Complaint
10/25/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
[Order #******] (October 1, 2023) Ordered The Sensory Spinning Carousel for my daughter's birthday. Quickly charged. Heard after my complaint that it is delayed and asking how I'd like proceed. I asked for my money to be refunded and the item not shipped. There has been no communication since. I've tired calling as well. We all have children with autism and we're just looking out for everyone's interests. Please communicate. Please do right by customers.Business response
10/25/2023
Very sorry for the trouble! It looks like our customer service rep didn't understand your email. I have canceled the order and refunded you in full.
Thanks!
****
Chief Dad in Charge
Initial Complaint
09/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I ordered a product on August 23rd, 2023 and received via the company website - the order was placed on my **************** credit card and I was charged for it by Amex.The product was supposed to be received this week and I've not been contacted and I have left 3 or 4 phone calls on the answering machine and no one has called me back - I also reached out through their website chat and have gotten no response -
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20 total complaints in the last 3 years.
11 complaints closed in the last 12 months.
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