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Complaint Details
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Initial Complaint
10/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased the 2 seater XXL blade XR edition 24V 180W Ride on Buggy UTV on August 6, 2023. Gave it to our daughter on August 26th and noticed it didnt run as well as it should. Attempted to recharge the battery and even drove it on different areas without resolution. Contacted KidsVIP customer service on September 1st with the following message:Issue: vehicle has been fully charged, reverses great, but accelerates on flat surfaces EXTREMELY slowly and on even the slightest incline will not drive forward (it attempts to but does not go).Please help us resolve this issue immediately as it clearly appears that you provided us with a defective product as this was just purchased from you in August.We received our first response on September 4th stating they would be forwarding our email to the tech support and we would be contacted ASAP. I emailed back on September 8th to follow up as we still hadnt heard anything. Response received via email on September 11th stating we attempted to contact you but there was no answer. My husband realized he did receive a phone call from a random number in the middle of his work day, however no message was left. I responded via email on September 11th asking for them to try again. Response from KidsVIP received on Sept 12th stating will do, thank youWe never received another phone call. I emailed them on September 18th and again on the 26th asking for an update as we still have been unable to use the product, have not been contacted and have unresolved issues. We still have yet to hear anything back from them via email or phone call.Business response
11/07/2023
Hi there,
We understand the frustration, this person may feel regarding the matter.
Our technicians, notified us that they have made numerous attempts to reach out to the customer, however, each attempt resulted in a no response outcome. Our customer care team has sent an email correspondence to send us a few time frame that is suitable and we will have our technicians call within those time frame to avoid not getting a hold of the customer. The customer also, admitted that her husband did receive a call, however, they did not make any attempt to call us back. Our team will make the necessary attempts to get in touch with the customer, but the customer needs to respond or return our calls for us to get this issue resolved. We understand, that the customer is upset and we will work on getting this issue completely resolve as long as the customer cooperate with our service technicians, all issue s will be resolved within a timely manner.
We look forward to hearing from the customer to better address the matter.
Best regards,
Customer service Manager
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.