ComplaintsforWonderFold Outdoor

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a wagon and on its first use, it broke. I've contacted Wonderfold via email, no response, via phone, no response, via text, no response, and via chat where I was told they would send me a part to fix the wagon myself. I'm disabled and I am physically unable to repair a wagon that I spent over $400 for. I explained this and was told they could only send me replacement parts although its under warranty. Yet, I've never received any confirmation of a replacement part being sent out. Even though I'm not physically able to fix it. This wagon broke on its first use. So I suspect it was defective. I just want a replacement. Per their own website, it states the product will be replaced if defective. I need help getting this resolved.

  Business response

  12/09/2023

  Please reach to ***************************** for support.

  Thank you.

  Customer response

  12/12/2023

   
  Complaint: 20773262
  
  I am rejecting this response because:

  I have contacted customer service multiple times. They refused to replace the broken stroller and expected me to repair it myself. That's not acceptable. I'm disabled and physically unable to repair it myself. Those expectations from Wonderfold are not realistic. When a customer spends $500 on a wagon/stroller, I expect quality and exceptional customer service.  I didn't receive either of those. They're response to contact customer service months later, is ridiculous. It's now winter and unable to even use this expensive stroller. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a wagon stroller and it was defective out of the box. Damaged, broken pieces. Cracked pieces. My daughter got her finger stuck where the stroller folds down and got a huge blister. The company refuses to do anything because I dont have a receipt just a serial number. I will contact a lawyer if this isnt rectified.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased the wonderfold during the pandemic. When no one was going anywhere. We went on a few walks with it. It sat for almost a year and it did not really get use till my sons started needing further medical attention due to delays. I made a video expressing my frustration that my wonderfold began to rip at the seams maybe 20 uses in and I was out of warranty. Wonderfold made a comment on my video to reach out knowing I was out of warranty. I reached out and they made me still fill out the warranty paper work they took longer than they stated to reply. Only to offer the resolution of shelling out more money. If it was an issue I caused I would understand, but this is simply not the case. My wonderfold wagon is now ripping at the seams on both sides and the underside. This is the wagon I use to take my special needs children to their appointments. It should hold 200 lbs. My children together weigh under. I dont use this wagon excessively. This is supposed to be a luxury item. Special needs parents cannot be expected to shell out funds over and over and worry about a device we use in place of wheel chair sometimes to just fall apart. I honestly think its a defect in my cover and not a common issue, but I am at a loss. This should not be happening to a device I paid so much for.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We saved up for MONTHS to afford our wagon that we wanted. We have two little boys, one just recently being 6 months. We purchased the wagon on January 16th but it didnt arrive until January 28th. We have been in the dead of winter, so when we received the wagon, we put it into the garage until warmer weather neared, as we were also battling constant sicknesses from daycare. We Finally Had a nice weekend last weekend. I opened the box and there were no instructions. Frustrating but I googled how to put it together no problem. However, there was no canopy fabric. I called immediately the following Monday, March 6th because theyre closed on the weekend and they told me I had to contact warranty. I submitted a claim and was told that the warranty only covers defects, not missing parts and that I had to open it within 30 days. I BARELY missed that. They directed me to purchase another one. We spent $800+ on a wagon and its accessories, and because I was 5 days late, I cant get my fabric that should have been in the box on the first place? Im dumbfounded. Yet I could return it for an entire freaking refund. How is that? We were so excited for this and this leaves such a terrible taste. Im beyond disappointed in this companies policies and lack of connection with their target consumer, WHICH IS PEOPLE INSANELY BUSY WITH CHILDREN. Its the freaking winter.

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought my Wonderfold Wagon in March 2021. Less than two years later its completely falling apart. There is a huge tear and if it rips anymore it will be unsafe for my children and completely unusable. For how expensive these things are, they should last longer than this. We have what I consider normal usage and I feel like the product isnt made well to be tearing like this. I contacted customer service and they stated the only have a one year warranty. Again, for this price they should last much longer!!! I need a replacement of the potion that is tearing so we can continue to use it. If they are unwilling to support their flawed manufacturing I will make it known to anyone looking to purchase one on social media posts about my experience and to look at other brands.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I paid for a brand new luxurious Wonderfold W4S 2.0 Luxe (valued over $700) wagon for our children to use. Upon receiving the product, there are some defects/ damages on it, and reached out to the company for compromise. One of the defects/ damages was the frame on brake bar shows signs of rust. The company offered $35 gift card, but I don't think that's suffice and sincere enough. That amount is way too low to cover a replacement nor purchase a protection to protect the rust. I countered in exchange for a rain cover instead, but they refuse to say it was rust at the beginning.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  -I purchased a wonderfold wagon. June 7, 2022. They took the money out right away. Totaling $****** -Waited for the item to be delivered. Was delivered on June 13, 2022 @ 3:08pm -Opened the packaging to assembly the wagon. Noticed that the canopy was missing when they advertise that the canopy is included. -Called Wonderfold Wagon customer service. Spoke with ******** on June 13, 2022 @ 3:25pm. Was very rude but reported the missing canopy. -Then noticed the canopy poles would not stay up and did not go high enough. -We then proceeded to call Customer Service again June 13, 2022. @4:48pm. Reported the missing canopy and other issues. And decided to initiate a return. -We then had to call again to receive the shipping label to return item. Finally shipped the item. On June 15, 2022. -Item was delivered to their location on June 20, 2022. -Waited until June 29, 2022 to call about status on return. We were told to wait up until that Friday. -July 1, 2022 Waited for return money. Call and reminded them about our return money. She finally initiates return money. However told us they will be subtracting to pay for shipping the item back to them.

  Business response

  07/22/2022

  Consumer Response /* (2000, 10, 2022/07/22) */ Complaint has been resolved and was awarded a full refund.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I placed an order directly through the manufacturers website for a W2 Luxe Wagon, Mosquito Net, and Rain Cover on May 28, 2022 for a total of ******** The order number i was given was SHXXXXX. When I received the order, it was only the W2 Luxe Wagon I received, and the Mosquito Net and Rain Cover were not included in the shipment. Both of those accessories totaling **** After calling and emailing the company informing them of what I was not sent, they had me fill out a form saying I was missing items in my shipment. A week later, and multiple calls and emails, they claimed I had not filled the form out, even though I have a verification email to prove it. I then filled the form out again and they said over a phone call that management would send me an email with further steps to take. They never sent an email and will not respond to any further emails I send. I have not received what I ordered and I have not received a refund for what I ordered either. They have been extremely difficult to deal with and very dismissive as well. For how much they charge for their product, they should have a better customer care team.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We purchased a W4 Lux Stroller Wagon on May 24, 2022. In addition to the wagon purchase, we order the 2-in-1 Cooler Bag with UV Light Sterilization Single Bag. Both items were confirmed via email with the same order number of #SHXXXXX. On June 6, 2022, the W4 Luxe Wagon Stroller was delivered via FED EX, with the shipping number XXXXXXXXXXXX. The 2-in-1 Cooler Bag with UV Light Sterilization Single Bag was not included with the shipment, despite being listed on the tracking email with the same tracking number. Wonderfold was first contacted via email on June 6, 2022 at 4:41 PM regarding the missing item. The auto response email indicated to allow 5 business days for an email response, as of today June 21, 2022, that email has not been responded to. Between June 6, 2022 and June 8, 2022 Wonderford was contacte via phone at (XXX) XXX-XXXX nearly 15 times. Each time the automated service would indicate no customer service agents were available, the call would then auto disconnect. The Wonderfold Customer Care webpage offers a customer service chat feature, which was attempted multiple times to no avail, the site indicates "Sorry, we are not online at the moment" Their website also offers a texting number of (XXX) XXX-XXXX for customer care, this feature was utilized on June 08, 2022, the response stated "Thank you for texting us. At this time we are experiencing extremely high call volume and are unable to respond to text messages at this time." Finally, on June 9, 2022, a representative answered our attempt at calling, we indicated the issues, and were greeted with a not so friendly voice on the other side and were told to "check the box." We were also forwarded a "Missing Items" Jot form to complete. This was completed on June 09, 2022, and the response email stated to allow 5 business days for a resolution. Wonderfold was emailed again on June 14, 2022 and June 17, 2022 with no response. We have yet to receive out missing, paid for item, or a response

• Initial Complaint

  06/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Hello I ordered two wonderfold wagon all weather mats off this site my order number is *******. I ordered on may 25th got a email confirmation and stating it would be sent out in 7 business days it has been way over 7 business days and it has never been shipped out. I have tried emailing them multiple times and calling them multiple times just to be ignored. I want to know what is going on and why my order has not been shipped and a response back. Thank you.

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