ComplaintsforMelissa & Doug, LLC

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I mistakenly placed an order through this company. I was told it could not be cancelled but I could return it once I received it. I shipped it back to the company December 11th. I paid for a tracking number, which confirmed it was received by Melissa and Doug December 13th. I was told it would take UP TO 14 business days for a refund. After 14 days and no refund, I reached out to the company via email. I was not able to get a response regarding the refund. I called, and was informed I would be able to get an update via email. I emailed again, looking for a follow up, as I had received no response to which I received a reply “to not email to follow up as it will move the email to the bottom of their list”. It has now been 16 days since they have received the return and I have not received a refund or correspondence regarding this order.

  Business response

  01/11/2024

  Hi - As of today 1/11/24 ******* has been refunded for the product returned.  I called and spoke with her this afternoon to make sure that she was aware the refund had been processed.  She confirmed that it had been and she was all set  I also apologized to her for the delay and lack of follow through on our end.  This issue has been resolved.  Thank you, Lisa

  Customer response

  01/11/2024

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

• Initial Complaint

  12/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order date: 12/06/2023 21:56 CDT Emailed customer care: 12/06/2023 22:00 CDT Called customer care: 12/07/2023 09:49 CDT The ******* third-party integration did not provide a page for me to review the order before automatically submitting the order. "Melissa & Doug" is shipping the order to the wrong address. I called to have it corrected. They ship worldwide and have two fulfillment warehouses, yet refused to correct the address for the order. They refused to call the warehouse. They refused to start a support ticket with IT. They refused to provide a refund.

  Business response

  12/07/2023

  I spoke with ******* *** and discussed her experience using ******* to make her purchase on our website.  I offered to issue a full refund and she accepted this resolution.

  Customer response

  12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I am waiting for the full refund to be reflected in my bank statement. It has been 5 days (3 business days). Once that happens, I will accept the resolution. Thank you.
  
  Sincerely,
  
  ******* ***

  Business response

  12/13/2023

  Thank you for your reply.  As agreed, a full credit of $52.98 has been issued and we appreciate that you will let us know when it has been processed and credited to your account.  

   

  Customer response

  12/14/2023

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

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an online order (******) and the order arrived damaged. I called customer service and received a *****************. I returned the order via **** #**********************. The order was received back to Melissa & Doug on 7/28/2023. I had to pay for return shipping even though the items were sent to me damaged. I have called customer service 4 times to inquire about my refund of $79.46 and every time I call I am told they have to check with the warehouse. If I do not receive a refund I will have to contact my credit card company to file a dispute.

  Business response

  08/21/2023

  Hi - We were in contact with ****** on Friday 8/18 and have processed a refund for the product that was returned to us.  ****** should see the refund on her credit card statement in the next 3-5 business days.  Thank you, Lisa

• Initial Complaint

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/28, I was on the Melissa and Doug website price checking 2 products. I entered a 40% discount code as a new customer obtained through email. I found each item cheaper at other retailers and closed the website. After closing the website, I received an email, confirming purchase of 1 of the items, at full retail. I opened the link, and it showed my debit card, name, email, phone number, with an address I have not lived at for 2 years. I contacted melissa and Doug, they refused to cancel the order, change shipping address. They claim that if the item comes back due to wrong address, they will refund. That sounds like they are able to change orders. They also advised to contact bank and dispute purchase. If transaction gets denied, they cancel. Seems like they are able to make changes. I want the order cancelled and payment refunded

  Business response

  12/01/2022

  Hi, I have left ******** a voicemail letting her know I definitely want to help her out with this. I will refund her credit card, just waiting to hear back from her! Thank you, Chelsea C****

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/5/2022 I ordered 6 peek a boo farms for my son’s 1st birthday party as baby party favors. On 11/11/2022 I received the package and got 6 peek a boo bears instead. I immediately contacted customer service via email then decided to call also. They told me they couldn’t send the correct items until I shipped back the wrong items so I wouldn’t get the peek a boo farms in time for my baby’s party. No biggie. They said they would send me a return label to ship items back. Ok. On 11/20 when I hadn’t received a return label via email like I was told I would I reached back out to Melissa and Doug. No response. I reached out again 11/22 asking where the return label was and got the response that the return label would be sent ASAP. A few hours later I got an email saying they aren’t sending a label, I have to pay for return shipping. I called again and spoke to someone else, they told me the same thing, I have to pay to return their mistake. So. After 9 emails and 3 phone calls I finally got a supervisor to help who said they would refund me with no need to return the items. Happy ending right? Sike! Then they told me that was a mistake also and I DO need to return the items but they WILL send me a return label & I’ll have to wait 30 days after items are received at their warehouse to get a refund. Still waiting on this elusive return label. Horrible customer service.

  Business response

  11/29/2022

  Hi - I have reached out and spoken with this consumer today to address her concerns.  We had a good conversation and ended the call in a positive place.  I will be sending a toy as a gesture of goodwill and she was very appreciative.  Thank you - Lisa

• Initial Complaint

  07/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought Melissa & Doug's “Round Table & Chairs Set” for my toddler, tried (very hard) to assemble it and realized that the bolts provided in the kit were too large, making it impossible to assemble. I came to that conclusion because I held it next to the “actual size” display in the instruction manual and my bolts are 3/4 inch to one inch larger (picture attached). Also, it seems like other recent July 2022 reviews on ****** are having this issue. Without the correct size bolts - it is impossible assembly correctly as well as unsafe for children to use. I emailed the Melissa & Doug asking for them to send the correct sized bolts. They would not and said to get a refund via Amazon. I then started the process for an ****** refund ... however, the Melissa & Doug store on ****** only offered $125 for the refund versus the $199 I paid. Meaning they are asking me to pay $75 to return a defective product. I then emailed Melissa & Doug to issue a refund for the entire amount or find another satisfactory solution (I initially asked for them to send me the correct sized bolts) but they have not responded.

  Business response

  07/27/2022

  The quality and safety of Melissa & Doug products is our highest priority.  We have contacted the consumer and discussed his experience. We offered to replace the full Table & Chairs Set.  The offer was accepted and we are in the process of shipping the replacement.  We are looking into the experience with ****** regarding the return of the item.

  Customer response

  07/27/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They contacted me and offered to send a replacement my way,
  
  Sincerely,
  
  **** ********

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Melissa and Doug customer service rep advised that refund cannot be made due to product being opened. The product needed assembly. Upon assembly it was found to be manufactured incorrectly and unable to be assembled. I would not know the product was defective unless I opened the box. This is really an unacceptable policy.

  Business response

  03/16/2022

  Hi there, I have reached out to the consumer and left a voicemail letting her know that I would like to help her out with this. Thank you!

  Customer response

  03/18/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me; however, I was advised that I’d receive an email confirmation of the resolution and I have not received that yet. 

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

• Initial Complaint

  12/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 22, 2021, I contacted Melissa and Doug via telephone regarding a defective toy that my son had opened/received as a birthday present. I spoke with a female representative who requested several photos of the item emailed to her while I was on the phone. I immediately sent the photos and she verified they had been received. (See photos attached and screenshots of emails.) The representative said they would be shortly in touch. I did not hear anything back so on December 11, 2021, I again emailed the company asking why I did not hear back regarding the warranty and defective toy. To date, over 5 weeks later there has been no response from Melissa and Doug, after being promised for follow through and follow up. I find this very disturbing as my children love Melissa and Doug toys and we have been buying them for several years. The lack of follow through and ethics regarding their employees and backing of the product is truly concerning. I would like someone to contact me and explain why I have to keep playing follow up with a business regarding their warranty and why I have wasted so much time. I look forward to an appropriate and reasonable response to this avoidable circumstance.

  Business response

  12/30/2021

  I spoke with the consumer and resolved the issue to his satisfaction.  I apologized for his experience and assured him of our commitment to provide outstanding customer service.  Thank you.

  Customer response

  12/30/2021

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

  Barbara from Melissa and Doug went above and beyond and treated me very kindly in this matter. Thank you so much for your help.

   

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

• Initial Complaint

  12/07/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered the ***** **** ******* ***** and companion kit on Nov 28. I was unaware that my father had also purchased this item for my daughter. Of course I have no need for 2 for my 1 child so we reached out to Customer Service on 12/6 and were told we could return our order however we would be responsible for return shipping. I paid nearly $250 for this order and it would cost over $60 for me to return with Retail shipping. I read their return policy before ordering and saw that it states they would refund the cost of the item excluding shipping. Thee way it reads, it gives the impression that they will not return The shipping you pay to have it shipped to you. So I had prepared to eat the $10 oversize fee I paid. It does Not specify that they do not provide a paid return shipping label. This was extremely disappointing as I don't have $60+ that I can spend on shipping since now I'm stuck with a giant unopened $250 paper weight. This is extremely rare for a company to not provide return shipping as most large corporations get discounted rates on shipping. As a consumer, we are stuck paying full retail for that cost. I think it needs to be more clearly addressed in their return policy. I've spent hundreds of dollars on Melissa and Doug over the years but this has definitely left a bad taste.

  Business response

  12/20/2021

  Hi there, I have reached out to the consumer and left a voicemail letting her know that I would definitely like to help her out with this. Thank you!

*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. ↩