Complaints

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

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  Big Toys Direct

  800 Kiernan Ave Ste B Modesto, CA 95356-8720

  
• 

  Big Toys Direct

  PO Box 3848 Modesto, CA 95352

  

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:04/16/2025

  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 purchased a go-kart from Big Toys Direct in December 2024 as a Christmas gift for my son. On Christmas morning, we were incredibly disappointed to find that it wouldnt work at all right out of the box.I contacted Big Toys Direct immediately, but instead of offering a refund or replacement, they insisted on attempting to repair the unit first. After months of troubleshooting and receiving multiple replacement parts, the go-kart still doesnt ******* make matters worse, we have only been allowed to speak with one service representative throughout this entire process. He has repeatedly refused to escalate the issue or let us speak with a supervisor. Were now left with a non-functioning product and no resolution in sight.This has been an exhausting and frustrating experience. It is now March 2025 and we have a defective product

  Business Response

  Date: 04/22/2025

  Hello,

  Customer damaged the steering wheel connector during assembly, we sent them a new steering wheel with a new connector to resolve the issue.

  Customer confirmed the issue was resolved after replacing the part but emailed back a few weeks later claiming the toy worked for 3 minutes and stopped working again, we then email then offering assistance but were told they do not have time to troubleshoot the toy during the day time or our business hours.

  Customer is requesting a new toy or a refund due to the toy not working properly again, we do no know what the issue is now as they would not allow us to troubleshoot the toy.

  At this point all we can do is troubleshot the toy and replace any part (S) that need to be replace.

  Please note that since they are not allowing us to troubleshoot the toy we do not know nor are able to confirm if here is an issue with the product or something else.

  Customer can contact us to our phone number Monday-Friday to troubleshoot the toy.

  ************** we are available from 7:00 am - 4:00 pm (PST)

  Thanks,

  Customer Service. 

   

   

  Customer Answer

  Date: 04/23/2025

  I am rejecting this response because:

  the information they provided is not correct. I did not damage anything upon assembly. The company has sent several steering wheels and has requested I send all non working steering wheels back to them. They then test the steering wheel and tell me there was a problem with it. It seems like a defective item since there was no damage done to them. 
  

  the company has told me "this is the last diagnostic call" for the past three replacement parts. I feel they are stalling and refusing to replace/refund the item. 
  

  p.s they have once again refused to escalate the issue to management. 

  
  

  Business Response

  Date: 04/23/2025

  Hello,

  A Manager can not approve a return or a refund, Managers go based on our return policy which states Products that have been used or assembled cannot be returned. Multiple-item orders are not eligible for returns. Note that we have a product support team on staff and stock all parts - if you need assistance, just let us know. In some instances we may send you a part, replacement item, refund or exchange - at the discretion of our support team.

  We have a few text messages from your husband stating the parts were received and the steering wheel was working properly, he also mentioned the connector from the back of the shield was damaged and requested another one.

  Please refer to the image of the text message from your husband attached above for more details. 

  Thanks. 

• Initial Complaint

  Date:03/18/2025

  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.

  We purchased a car in December to give to our son for his birthday. It arrived not working. Through the next 6 weeks we were in the phone with tech support as they sent me new parts and walked me through exactly how to change them out. Finally the car worked, but only for about 1-2 weeks. Since then it is still not working and they are continuing to send new parts. I have asked every single time to speak with a supervisor. I have been told one will call me and they never have! I have asked for a replacement car or refund and have been denied every time. I understand that sometimes things happen and we would need a new part but this is incredibly excessive. We are down to almost every part on this car being replaced with it still not working. A $600 car that my son cannot enjoy and I have had to take my personal time essentially assembling a new car for them as I get it part by part. The company would rather have my son crying in the garage everytime I tell him he cant drive his car because it doesnt work, than do the right thing and send us a new one or take it back and give our money back.

  Business Response

  Date: 04/22/2025

  Hello,

  We spoke to this customer in regards his order, according to them the charger was damage and they indicated they needed a new one, we made an exception for them and sent them a new charger.

  Customer replied to us thanking us for making an exception for them.

  After sending the charger we received a negative review on ****** and also a negative review on here (BBB).

  We contacted them to offer assistance and were told they did not want the toy anymore and would like to return it, We explained to them that was not possible as we do not accept returns, We asked them if they could wait for the charger as we believed the issue was the charger not charging the battery.

  Note; Customer indicated the toy never worked since they received it which then was clarified that was not the case, they toy worked fine but one day they noticed the toy was not powering on anymore due to the charger not working properly

  The customer told our customer service representative he will use the new charger and will let us know if there was any other issue with the toy,

  Customer has not concerted us back since then. 

  Tracking number for the charger is below,

  Hello,
  
  As per our conversation, our warranty department was able to approve the request for the charger as an exception as we normally do not cover chargers or batteries under warranty.
  
  
  We will have this charger shipped out soon via USPS.
  
  
  Tracking # 9405511206206569526419
  
  
  Thanks,
  Customer Service 

   

• Initial Complaint

  Date:09/09/2024

  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 am writing in regards to a drift kart that we bought for my sons birthday from Big Toys Direct. We bought it on June 28th and paid $295.00 . The kart was delivered on July 4th and we gave it to him on July 9. I reached out to Big Toys Direct on July 27 to notify them that the cart was no longer working. I heard back from you on July 29 but was at work when they called and had to call back to troubleshoot. A new motor was sent out on August 2. I contacted them on August 23 to troubleshoot how to put it in. I heard back from someone on the 26th but was at work and not by the vehicle to do it. I reached out and spoke with a member of their team on September 4th who helped me change the motor. The drift kart worked for roughly 24 hours before breaking again (same motor). On September 8th I emailed them letting you know the motor was not working again. I troubleshooted with ****** on the September 9th he offered to send yet another motor but at this point we have lost all trust in this vehicle, it hasnt worked for longer then 2 weeks since we have gotten it and we do not wish to keep it. When explaining what could have happened, he attempted blame the broken part on the user (my child) which I did not at all appreciate. The vehicle has been driven on a dry flat road the way it was intended, there is obviously so sort of defect in this kart. I spoke with the Manager ***** at 3:30 on September 9th. ***** stated there was nothing he could do other then send me yet again another motor. No return, no refund despite the track record of issues. When asked to speak to someone above him, ***** refused to give any information stating there was no one above him. He refused to give me the supervising manager, owners name, anyone higher than him in the company, stating he did not know who they were. Their only solution for me is to a third motor and to hope it makes it past their 6 month warranty.

  Business Response

  Date: 09/16/2024

  Hello,
  Customer Contacted us requesting assistance on an issue with one of the gearboxes for the toy, We sent them a new gearbox and a few days after receiving the gearbox, they contacted us back stating the same gearbox stopped working properly and they wanted to return the product.

  We explained to them, we do not accept returns but will send them a new gearbox and request the defective gearbox back to find out what happened to it.
  Customer did not want the gearbox and asked us to approve their return since their return was not approved, they started complaining about our customer service.
  We understand customers get upset with us when we can not do things their way, we went a head and still send them a new tested gearbox a long with a return shipping label for them to return the defective motors. 

  Copy of our last email to this customer,

   

  Hello,
  
  As for our conversation we are sending replacement rear left motor Via USPS,

  Tracking:9405511206205886825458
  

  The motor will be tested and inspected before being shipped out,
  
  A return label will be inside of the package to get the damaged motor back and sent to warranty for testing,
  
  Thanks,
  Customer service.

  Customer Answer

  Date: 09/16/2024

  I am rejecting this response because:

  It is sad to me that their response is I didnt get what I wanted so I started complaining. I am not complaining I am holding them accountable. They advertise and sell a product, when purchasing I expect a product that works. I can understand not offering returns/refunds for someone who has the vehicle and  no longer wants a working product but my case is different. You have a customer whose vehicle has had nothing but issues in the 2 months they have had it. If the product worked as advertised we would have no issues but let me remind you we are on our THIRD motor in 2 months and I have lost all confidence that it will actually remain working. Their response is correct, they did send me a new tested motor I have attached pictures of this new motor, scratches, dents, and a connection that is barely hanging on, needless to say my confidence in this motor is even lower then the other, at least the other looked decent. Continuing to send replacement parts to a vehicle that has now had multiple issues in such a short time, is not an acceptable solution to this problem. 

  
  

  Business Response

  Date: 09/17/2024

  Hello,

  The new gearbox was tested and inspected before it was shipped to you.

  Please return the two other gearbox using the included pre paid return shipping label in the package so we can see what happened to them. 

  As per the wires you are referring to, those wires are soldered on to the motor. 

  If you need assistance replacing the motor please let us know so we can have one of our technicians contact you  to assist.

  Thanks,

  Customer Service

  Customer Answer

  Date: 09/18/2024

  I am rejecting this response because:

  There is nothing new in their response for me to respond to, no attempt at a resolution other than continuing to send parts until they are no longer required to by warranty. I have already mailed the motor and cannot mail the first motor back as that was weeks ago and I no longer have it, until this response they never asked for it. At the time of that exchange their technician on the phone knew what was wrong with it based on my description of what it looked like (the silver motor itself was no longer connected to the car and was just hanging). I stand by my original request of wanting to return the vehicle for a refund and as a customer who paid for a working product and didnt receive that, I feel I am just in doing so.

   

  
  

• Initial Complaint

  Date:08/27/2024

  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.

  - When it was charging full for the first time ever, it almost burned our house down! We plugged it in with the included charger and a few hours later, we have smoke alarms going off in the home and the entire house smelled burnt. I went out to the garage and noticed smoke coming from the little car, so I unplugged it and drug it outside. I added photos of the battery acid and a screenshot of my air quality monitor showing the *** from smoke dramatically increasing after we plugged it in.- Before the burning incident, I noticed that it abruptly stops when the child takes their foot off the pedal as if you are slamming the brakes. They said they get this complaint a lot. My daughter has busted her eyebrow on the windshield twice now. I thought maybe because she's small for her age but then we had a party where other kids were driving it (with seatbelts on) and even the bigger kids were getting hurt. One busted a lip and the other got a black eye. - The seatbelts are also extremely unsafe. They're supposed to go over the shoulders but are attached near the middle of the seat; horrible design. When letting them know about it, they told me void the current design and DIY the seatbelts to s**** in to the because they get this complaint a lot.I tried returning it twice and both times I called, they say they don't accept returns. I'm not trying to return it because we don't like it, I want to return it because it's dangerous. There's no way I'm letting this thing anywhere near my house and it was $700! What makes this so much worse is there is ZERO empathy from the company. I told them that it caught fire and almost burned my house down and they gaslight me... telling me to stop making stuff up just so I can return the product. They also falsely stated that my only complaint had ever been that I just don't like the seatbelts when I've told them multiple times that children are getting really hurt. They said to contact them when a 'legitimate' issue arises!

  Business Response

  Date: 09/20/2024

  Hello,
  
  Customer contacted us stating the seatbelt on the toy was to big for his child and wanted to return the product, we explained to him, we do not accept returns on used items and also explained to him how to remove the back of the seat to adjust the seatbelt he mentioned will try to adjust the seatbelt and contact us back. 
  
  He contacted us back a few day later complaining about the car stopping abruptly, One of our technicians troubleshooted the toy with him and there was no issues found with the product, after explaining to him there was no issues with the toy, he kept demanding an RMA number to return the toy for a full refund, We explained our return policy to him again which states Products that have been used or assembled cannot be returned but we can assist him with any support needed, as you can see on the pictures he provided his child is too small for this toy, this toy is as stated on our website suitable for kids 3-8 years of age.
  
  He emailed us again now complaining abut the toy almost burning his house down. 
  
  As you can see in the pictures he shared , there is no melted plastic or any sign on heat in the battery or battery compartment this is/was just another excuse for the customer to try to return the toy.
  
  We can assist him with any technical support needed but can not accept this returned, if he believes there is any issue with this toy, we strongly suggest not to use it and contact us to troubleshoot the toy for him.
  
  This product is still under warranty and we will be more than happy to assist him with any issues but unfortunately can not resolve issues than are not present.
  
  Please refer to image above provided to us by the customer, as you ca see the picture shows a lot of heat but the plastic did not melt anywhere ? 
  
  Kindly let us know if there is any other information needed.
  
  Thanks. 

  Customer Answer

  Date: 09/24/2024

  I am rejecting this response because:

   

  They are fabricating the story to lighten the situation and make me look like a fickle and disgruntled customer  

  I called them and told them that my child was injured on the toy. I called them back after I let them know that two more children were injured on the toy. They suggested I manipulate the seatbelt design (in a way that is not factory; cutting it and s******* it to the top) because they get complaints about that.

   

  when I told them the toy is stopping as if someone is slamming the brakes down, they said thats normal because of the type of motor and they get that complaint a lot. There was no apathy to the children getting injured; not even a sorry. By the way, these children are 3, 5, and 7 years old.

   

  I provided documentation of the heat coming from the battery with a thermal imager, and battery acid leaking from the swollen battery. I even have documentation of my air quality monitors altering me that morning to ventilate immediately and air quality numbers getting to unsafe levels. I sent this info to them as well.
  

  These people insulted me, calling me broke and saying Im making stuff up to get my money back. If I was broke, I wouldnt have bought it in the first place. I just didnt know it was gonna be so dangerous. I gave them so much information about how it smoked out my garage and almost caught fire and they didnt even care to investigate. Its so crazy to me that instead of investigating, they insulated me and told me I was lying. Someones house is gonna burn down. 

  
  

  Business Response

  Date: 09/24/2024

  Hello,

  We never asked customer to do anything on the seatbelt other than adjust it.

  The seatbelt can be adjust it, same as the seat on the toy,

  We can assist him with technical support but he wanted to return the toy since he started complaining about the seatbelt. 

  If he needs assistance or would like to get support or warranty on this product, Please contact us at *************.

  Our technicians are available Monday - Friday 7:00 AM - 4:00 PM (PST).

  Thanks. 

  Customer Answer

  Date: 09/24/2024

  I am rejecting this response because:
  
  We are going in circles. This product is a safety hazard and I should be able to return it due to how dangerous it is. I can't believe I can't return a product that almost caught fire with normal use.
  

• Initial Complaint

  Date:08/21/2024

  Type:Service or Repair 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.

  We purchased a Ridington 24 V 4x4 Pink Jeep from Big Toys Direct in December of 2023. We received it just before Christmas and put it together. This toy was for 2&3 year olds. On 8/21/24 my children were driving the jeep and the entire front axle broke from the metal. The company only gives you a 6 month warranty and we've had numerous issues and even contacted the company prior to try and get them resolved, but nothing ever came of it. We reached out on 8/21/24 and have now been told that "it broke due to improper installation". I sent pictures of the broken axle - how can they tell from pictures that it's improperly installed when it's now broken? How can you tell that exactly? I then sent them more pictures showing that the actual welded metal is what failed, I used the manual that it came with to put this together and the part I personally attached is still on the jeep, it worked for 8 months, with very little use just fine, and now the metal pieces have broken off and it's my fault? They then sent me a link expecting me to pay $85 replacement part and shipping. This company expects people to pay over $500 for a children's toy, and then it just breaks. My kids never used this jeep neglectfully or incorrectly, it's just a garbage product and the company isn't willing to help. This could have been a disaster if my children were hurt as it broke off completely. I am appalled by the response from this company. The welding failed from the factory, the part where you install it with screws they provide is still attached to the Jeep. Therefore, it's a factory error and poor workmanship.I either want them to refund the jeep and pay for shipping to get it back, or send me the replacement part. I have attached pictures and their email response.

  Business Response

  Date: 08/21/2024

  Hello,

   

  This product is no longer under warranty.

  BBB Shouldn't allow customers to leave reviews when orders are no longer under warranty.

  Even if the part was installed properly the product is no longer under warranty.

  We can assist them with instructions on how to replace the front axle is needed but can not issue a refund or cover the part under warranty.

  Thanks. 

   

  Customer Answer

  Date: 08/21/2024

  I am rejecting this response because: its just outside of the 6 month warranty period and its a clear factory defect. This company does bad business, seeing as the toy is over $500 and we even paid for the upgraded features like leather seats and 4x4 drive thats ridiculous and a scam. 
  

  Business Response

  Date: 08/22/2024

  
  The front axle was installed incorrectly, it is /was not a defect.
  
  We offered our assistance and explained to you that who ever assembled the toy did not install the front axle properly.
  
  Please refer to the images you provided to us for more details, it clearly says on the sticker which way the front axle should be mounted. 
  
  Thanks. 

  Customer Answer

  Date: 08/23/2024

  I am rejecting this response because: As your company mentioned on the BBB - the sticker indicating "down" indicates that the jeep when it was originally received was to be installed upside down, as the wheels ect. weren't on. That is how the manual stated to install it and the only way it could have been installed. Obviously when the jeep is flipped upside correctly, the sticker is going to indicate something different. I went ahead and updated BBB and *** in my state, since my husband mentioned someone from your company calling him today and being rude, refusing to talk to me instead. He didn't install anything on the jeep so i'm trying to understand how it's wrong and he doesn't understand, and hasn't looked at the jeep .He's just the one who purchased it. 
  
  

• Initial Complaint

  Date:08/07/2024

  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 purchased a ride on vehicle for my 4 year old daughter in December of 2024, as a Christmas present. Due to the winter she began riding it roughly in spring. A few weeks ago while she was riding the axel literally dislodged and came off the body of the car. I submitted a customer service complaint seeking to have the body of the car replaced or something done because this is extremely dangerous! My daughter could have gotten severely injured. I received a call today from a costumer service agent stating its past the 6 months and they couldnt do anything about it. I said this is clearly a defective car how can the axel dislodge from an all terrain vehicle?! Proceeded to ask for a manager, ******, answered and was completely rude and inappropriate: mocking me for my concerns and explanation of my safety concerns of this vehicle that children are supposed to be operating. I requested a specialist come look at it, or at bat I could send this vehicle back and have it replaced. Instead he recommended a 3rd party ship that they have nothing to do with. Completely inappropriate way to handle a business ESPECIALLY when it involves the safety of our children. The cost of the vehicle was triple of a ride on we could have bought from any other vendor and yet we are met and greeted with rudeness and no resolution. highly concerned for whom else buys from this business.

  Business Response

  Date: 08/19/2024

  Hello,
  
  This product is no longer under warranty, this was explained to her over the phone.
  
  She contacted us stating the front axle came off from the body of the toy and wanted us to fix it. 
  

  This is caused by some kind of impact causing the screws holding the axle to break off and possibly strip the s**** holes on the car.
  
  We explained to her she would have to put the front axle back to provide us more information on what the issue is/was, she mentioned she did not want to check anything and wanted us to send someone to her address to check the toy which is not possible, we then asked her to take the toy to a shop where they could take a look at it and provide a bit more information as of what is/was needed to resolve the issue but she refused, she asked for a new toy which unfortunately is not possible after explaining to her that was not possible she told us she'd go to BBB and leave us a horrible review.

  
  We provide assistance to all of our customers even after the warranty is expired which is 6 months, 
  
  This customer had a few issues before when product was under warranty and all of those issues were resolved.

  As per our conversation, we will be sending out a new ************** via USPS.
  Tracking # 9400111206204370963833

  customer also requested the tail light cover.
  USPS : 9400111206204315343669

  
  We attempted to contact the number provided on the order, but there was no answer.
  As previously explained our warranty center does not cover the battery or chargers. However, they have made an exception this time to send you a replacement charger. Keep in mind we were not able to verify if the issue was the charger or battery. We are simply making an exception and sending the charger as you believe the issue is the charger. If the issue turns out to be the battery there will be no exceptions made. Our warranty center has not requested that the charger be returned to us.
  
  
  We will have a new Charger sent out via USPS.
  Tracking # 9400111206204141960207
  
  
  The toy is no longer under warranty at this point it would be best to take the toy to a shop to have them determine best way to resolve this issue.  

   

  Thanks. 

   

• Initial Complaint

  Date:07/08/2024

  Type:Sales and Advertising 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 purchase a part for a discover ride on car. Thee add didn't say it was for a 2 seater, which I need one for a one seater. They keep saying that all sales are final. I've been trying to solve this problem, but they saying all sales are final. They are trying to s**** me out of *****. Can you help?

  Customer Answer

  Date: 07/09/2024

  I got the part around June 20 and I looked at it the next day and seen it was the wrong part. I called them a number of times and they said that they can't take it back.. my order number was 12777.

  Business Response

  Date: 07/09/2024

  Hello,

  We do not sell Windshields. 

  This complaint can not be for our business as we do not have any windshields available. 

  If the part you are referring to was purchased from our business please provide us with an order number for the part you are referring to.

   

  Thanks.. 

• Initial Complaint

  Date:01/11/2024

  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.

  On 12/25 purchased 24V Land Rover Range Rover from Big toys direct for ****** It came damaged in multiple areas of the vehicle, including a scratch, pieces that are not together properly causing gaps in the vehicle, no sound upon the vehicle starting up, a screen that does not work, wiring that was not properly wired causing the steering wheel to not be properly installed, and is only a 2WD when the pictures on the advertisement show a 4WD. I was told that they could walk me through how to fix the vehicle and send replacement parts , but it is not their problem that it was damaged in transit. The pictures showing 4WD on the advertisement/purchase screen they state are not accurate and are for a different vehicle. I am requesting a new vehicle be sent that is NOT damaged in an exchange for this one and to be compensated for a 2WD vs a 4WD that is shown.

  Business Response

  Date: 01/23/2024

  Hello,

   

  We contacted this customer and we are currently working on resolving this issue for them.

  Thanks,

  Customer Service. 

• Initial Complaint

  Date:10/31/2023

  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.

  I purchased the Bom Adventure UTV 24V Kids Off-Road Ride On Buggy in February. The problems Ive had are as follows.Broken door ******************* failure Cracked frame where the motor attaches.Remote control failure. I was told over the phone it was because I overcharged the truck. I have a lot of time invested into this truck trying to fix it for my kid. My advice to anybody having the problems Im having is to file a claim with your credit card provider within 6 months.

  Business Response

  Date: 11/02/2023

  Hello,

  We've checked our records and noticed our tech support attempted to contact you on 
  Fri, Jun 16,  2:19?PM same they you emailed us but there was no answer.

  We also emailed you asking for a good time and phone number but no one replied to our email.

  In cases like this our tech support team will contact you and troubleshoot the issue but if no one is replying to our emails nor answering our calls there is not much we can do to assist. 

  Please refer to image below for more information.

  Thanks,

  Customer Service. 

• Initial Complaint

  Date:10/03/2023

  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.

  I never write reviews but this company needs some light on the bad business they deal. My son rode his go kart 5 times and it stopped working. I contacted the company and they stated it was the charger I replaced the charger and it still didnt work now they say it must be the receiver so I bought the receiver that the company conveniently sells. Once I replaced the receiver and it still doesnt work they stated that it must be the batteries. I bought new batteries and it still does not work. Now the company is staying they mustve sent a defective receiver. This whole process has been going on for 3 months between the replacements and shipping times. Not to mention the manual has no instructions on how to replace these parts so you have to wait for the company to call back. *** asked for a refund and also a replacement and was told NO because the product is out of warranty! Bad business and a scam!

  Business Response

  Date: 11/09/2023

  Hello,

  Our Warranty is for 6 Months.

  We can assist with any tech support or troubleshooting needed.

  Our records show one of our technicians offered you a replacement part free of charge but was told not to send anything. 

  We will have a technician contact you to assist on this matter.

  Kindly reply with a good Phone number to reach you at. 

  Thanks,

  Customer Service. 

  Customer Answer

  Date: 11/09/2023

  I am rejecting this response because: this company has sent several replacement parts and I have done my part with accepting them. Whats right is right and this company is wrong! Go take a look at all the ****** and ******** reviews on this company with the SAME exact problems and experiences. This company sells bad equipment and they know it. Shady business. I cant wait til they get shut down. Time will tell and Karma is real