Complaints

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:12/27/2024

  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.

  Purchased a toddler climber and slide from the Step2 website, only for it to go on sale less than 10 days later. The company refuses to price match or honor the drop in price. Based on their procedures, customers are misled thinking that Step2 has ethical policies to protect their consumers. Their policies are written to entrap consumers and do not provide any clarity throughout the sales process.

  Business Response

  Date: 12/31/2024

  Be advised that Step2 Company did not have a sale on this product SKU during the recent Christmas holiday.

  Please note other retailers may have had it on special or sale but we can’t price match with retailers due to retailer agreements.

  We do see a note in the order that consumer emailed requesting that we price match a sale price that the retailer website Amazon had put on special after Christmas. Consumer offered no evidence of the Amazon sale price.
  
  We replied that we make a concerted effort not to compete with our retailers due to contracts and agreements we have therefore, we are unable and do not offer price matching.
  
  Consumer purchased directly from us on 12/17/24 and made the price match request via email on 12/28/24.
  
  Consumer emailed back that they were requesting a Return Authorization from us. We have processed the RMA for the consumer to return the product back to us for a refund.

  Thank you,

  Step2 Customer Service management

  Customer Answer

  Date: 12/31/2024

   I am rejecting this response because:
  
  I was never asked to provide proof of the Step2 store price from Amazon for the same product. I would have gladly provided proof if it had been asked. 
  

  I requested a return authorization but was sent a document that is illegible. Additionally, I am being asked to pay for return shipping, which is inconsiderate. 
  

  The product has been opened because my two year old could not wait to play on the playset. 
  

  All I wanted was a refund for the difference of the new price on Amazon which shows that it is from the “Step2 Store.” Customers are not aware of your contractual agreements with other sellers and should not be penalized for something that is not public knowledge. 

   

  Business Response

  Date: 01/03/2025

  Please note that Step2 does not have an Amazon Store. Amazon is completely separate retailer and pricing can be different and in many cases lower. We only have ********* which is not affiliated with Amazon. We do not follow Amazon policies and we do not price match with any retailers such Amazon as we cannot match or undercut their pricing due retailer agreements or they will no longer carry our products to sell or fine or penalize us.

  We also do not offer a refund difference on a product purchased from ********* if price is found lower at different retailer like Amazon. This is for the same reason a stated above.

  Our return policy for products purchased from us is clearly stated on our online website at www.*********, during check out, also at the point of check out before you confirm order and when order confirmation is emailed to you which states all the terms and conditions.

  All we can do is issue RMA to return product to us and cover purchase fee and not shipping back because it was due to product being found at lower price elsewhere and product was not defective.

  You could have chose to keep product which just priced higher than that on Amazon.

  We apologize.

  Step2 Customer Service Managment

   

   

  Customer Answer

  Date: 01/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me but I refuse to keep wasting my time with a company that does not put their customers first. 

• Initial Complaint

  Date:12/15/2024

  Type:Delivery 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 ordered an item and it didnt arrive at my address or the address it was sent to. i emailed and called to explain the situation. It was a ginger bread house for christmas $70 and now I will not have it for christmas. They are refusing to refund or replace it. It was ordered November 23rd.

  Business Response

  Date: 12/16/2024

  We have reviewed and investigated the validity regarding this complaint.

  Consumer had order ********** delivered to: **** and ***** *********, ***********************************

  The shipment was delivered correctly and was left in the mailroom, according to ****** on 11/23/24.

  *****************************************************************************************
  
  Consumer, ****** ******/*****, emailed on 12/11/24 to say that she didnt receive her Gingerbread House and wanted it shipped to her in ** (the same address as her billing address on the order). A **************** agent emailed her back and said that we could not reship her order because it was delivered by ***** correctly to the shipping address in ** that she had entered for shipping.
  
  I believe she later emailed back to say that the shipping address was a mistake that she didnt mean to ship it there. 
  
  We shipped it where she indicated on the order where she wanted it to go.

  This is not our error or our fault here at Step2. Consumer made a mistake or changed her mind weeks after it was already delivered. We sent plenty of emails regarding the order confirmation, shipping confirmation,shipment out for delivery, and shipment delivered. The consumer has the order details in the email showing the shipping address. Consumer also emailed weeks after the delivery so ***** wont even do a driver follow-up because it had been too long.

  Regards,

  Step2 **************** Management

   

  Business Response

  Date: 12/16/2024

  We also located an email thread where consumer ****** ***** indicated that she used a 3rd party app called Shop. She said that it must have auto-populated the address in the shipping address from a previous order she sent there as a gift. To be clear, our Step2 website does not auto-populate the addresses. We do not have that in our system program.
  
  It is still on the consumer to look over the order before submitting to ensure everything is correct. It is not our fault at Step2 that consumer used a 3rd party shopping app for the order.

  Consumer also should have looked at all emails we sent her and we could have corrected before it was shipped or delivered if she made a mistake.

  Regards,

  Step2 **************** management

• Initial Complaint

  Date:11/17/2024

  Type:Delivery 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 placed an order ********* for some replacement parts. I never received the order. I asked for a refund and customer service insisted that my toddler would enjoy them the next holiday season and would be sending me a replacement. I told them my toddler would be a year older by then and probably wouldn't want to play with it but sure send the replacement since you know my child better than I do. That order number is *********. The replacement package was stuck in transit through ****** Tracking never updated or delivered. Reached out again and they apologize and still insisted on sending a third package, order number *********. I reached out because these items arrived broken and never heard back from anyone. With the holiday season approaching again, I'm reminded of this and how they could of saved us both the trouble by just refunding my order to begin with instead of being so pushy. Very poor customer service.

  Business Response

  Date: 11/20/2024

   

  We acted in accordance with our policy which is to reship any damaged parts or missing packages. This consumer did not contact us for nearly 2 months when her second order went missing with *****. There was no contact from consumer after we reshipped her 3rd order to let us know that there was any damage to the parts we sent her.

  In addition, we sent a 2nd no-charge order *********. We sent the 3rd Order ********* because the 2nd Order was lost in transit with ****** Consumer never communicated with us again to let us know there was anything wrong with the 3rd order as it was delivered.

  We will be starting the process to issue this consumer the original replacement part order amount of $38.84 from Order ********* on 12/11/2023.

  We have assigned a **************** Representative to contact consumer to let her know we are issuing a check to be mailed to her and confirm her mailing address.

  We apologize!

  Regards,

  Step2 **************** Management

• Initial Complaint

  Date:06/03/2024

  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.

  I purchased a Step2 Adventure Lodge Play Center from Amazon on May 17th, 2024, the pole is missing from the swing set assembly. Part S I have tried calling several times, emailed ( the email was returned undeliverable) and used the message feature on Facebook. All with no response from the company.

  Business Response

  Date: 06/04/2024

  Thank you for contacting Step2. We are sorry and apologize about your recent product issue, missing or damaged parts.
  

  We will be glad to send you the missing pole/part.

   

  We have had extreme call volume traffic since Memorial Day and unfortunately short staffed. We apologize as it is not intentional if you have not gotten through by phone. We could still a long wait this week. Early AM EST is the best time to contact us. 

  We also experienced a website crash with our email and chat features last week due to heavy traffic but this is fixed and back up now. 
  

  
  1) Please contact us at 1-************ Monday - Friday 8AM-5PM during normal business hours and ask for a Consumer Service representative who will assist you in order to find a resolution to your satisfaction. This would include sending any necessary replacement parts at no charge with proof of purchase if product within our 3 year warranty.

  or 
  

  2) Please send parts your request to *********************** or contact us via email on our website at ************* to be reviewed and fulfilled.
  

  Regards, Step2 Consumer Service 
  

   

  Customer Answer

  Date: 06/04/2024

   I am rejecting this response because:

  I have tried those ways of contacting you for assistance and have had no luck.  Please find the attached invoice and provide the shipping information for the missing pole Part S through this communication.

   

  Sincerely

  *** *********
  

  
  
  

  Business Response

  Date: 06/05/2024

  We have assigned a customer Representative named **** to call *** this morning/today and double check what is needed for the 8014 Adventure Lodge product to make sure we send the pole and if any other part is needed and will place an order to day to send to consumer ASAP.

  Again our phone, chat and email systems and website crashed and was down after Memorial Day holiday for a couple of days due to high traffic and snafu but now has been fixed since late last week. That is the reason messages could not  could not get through to use here at Step2. Again this was not intentional.

   

  Step2 Customer Service Management
  

  Customer Answer

  Date: 06/07/2024

  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.

• Initial Complaint

  Date:01/10/2024

  Type:Product 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.

  On Nov. 27, 2023 I purchased the Step2 Jumbo Art Easel from ****** as a Christmas gift for my grandchildren. When they opened the gift on Dec 25th we found the black chalkboard to be scratched. I have been trying to request a replacement part ever since Christmas using the Company support information posted on the ****** website. On January 2nd I submitted an email stating the issue and requesting a new chalkboard be sent. I did not receive any response. I have tried calling the customer support number ************** several times and can’t get through (remain on hold for 30+ minutes). I am hoping you can help me get through to Step2 with my request to get a replacement chalkboard. The ****** order number is: ******************* Thank you. Sincerely, **** ********

  Business Response

  Date: 01/11/2024

  We apologize at Step2 company.

  We have been very short-handed labor wise and back logged on our phones and email due to the holiday season. We want to take care of you issue.
  

  Please send parts your request to *********************** or contact us via email on our website at ************* to be reviewed and fulfilled.

  Please provide us the product model number and name so we send the correct parts? 
  

  Please verify what parts or part letters as shown on instruction sheet if you have not so we send the correct parts.
  
  Please provide us a receipt, gift receipt or proof of purchase such as the picture of the box/carton and the white COC date stamp label on outside of carton/box.
  
  Please reply and provide your full name, physical mailing address, complete with zip code, phone number and email address. Please note that we are unable to ship parts to a PO box.

  We will then immediately address and send you the needed parts.
  
  Regards, Step2 Consumer Service

   

  Customer Answer

  Date: 01/11/2024

  Hello Step 2,
  Thank you for your response. I am not responding via your email or phone because I tried those methods previously and no one responded to my
  email or answered the phone.
  I have attached the ****** receipt for the easel.
  The product number is **** and the name is Step 2 Jumbo Art Easel for Kids.
  The part we need on the instruction sheet is labeled “B”.

  
  Please send the replacement part to my daughter. Her name and address is below:
  ******** ****
  *** **** ***** ****
  ****** ** *****
  
  Regards,
  **** ********

  Business Response

  Date: 01/12/2024

  Thank you for contacting Step2. 
  
  We apologize and are sorry to hear of your missing and or damaged part(s). We will send this replacement
  part(s) via ***** overnight today.

  Tracking will be emailed to you later today.
  

  
  Regards, Step2 Consumer Service

  Customer Answer

  Date: 01/16/2024

  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.

  Thank you for resolving my issue. 

  Regards,

  **** ********

• Initial Complaint

  Date:01/02/2024

  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 the Cooking Time kitchen on Step 2 website on Dec 12, 2023. I paid $140 for it. During assembly i noticed what looked to be scratches along the whole kitchen, which are what turned out to be a defective parting lines. During my research, I’ve seen that this is usually caused by a defect in the plastic molding process. I reached out to customer service because it met every requirement to be covered under warranty. I am disappointed with how they handled this. They sent me extra accessories for the kitchen as a response to my complaint, although i did not request them. Customer service told me to sand it down. Their warranty states that they guarantee the product will be free of defects of materials and workmanship for 3 years or they will replace or refund. I am looking for this issue to be resolved. They are unresponsive to emails, chats and phone calls.

  Business Response

  Date: 01/03/2024

  We are aware of this complaint from consumer. We have spoke to consumer and offered suggestions to resolve. They did not accept or like our response. The issue they presented regarding product is purely cosmetic.

  We will reach out to consumer again to resolve to their satisfaction.
  

  We have assigned one of our Customer Service representatives who previously talked to consumer to reach out and either offer a full product replacement or a refund.

  Step2 Customer Service Management
  

• Initial Complaint

  Date:08/07/2023

  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.

  This summer I purchase two kid alert signs to encourage drivers to be more cautious in our neighborhood. I planned on using concrete in the base for longevity and stability. There was nothing in the product listing or manual stating that ONLY sand could be used. During assembly the water leaked out of the both bases rendering the product useless. I contacted customer service multiple times over a few weeks. When I was able to speak to an employee, and her manager, I was treated with utter disrespect. I was told that the warranty was voided because the directions call for sand only, which is false. There is no text excluding other materials in the base.

  Customer Answer

  Date: 08/08/2023

  As you can see sand is mentioned but the language does not exclude the use of other materials, like water. It is common for people to fill bases with water as it is readily available. If it was clearly stated in the listing or the manual that only said is able to be used, or the warranty is voided, I would not have filled the base and I would have returned it.

  Business Response

  Date: 08/08/2023

  Thank you for this feedback. We appreciate the comments.

  Incorrect material was placed inside the foot or base of this product.

  The consumer mixed water and cement and placed inside the plastic foot or base.

  The consumer neglected to say cement was also used.
  

  The assembly manual/instructions received with product attached by consumer clearly indicates to Fill foot (part A) through hole with approximately 4lbs (1,8 kg) of sand. Tap and tilt the foot (part A) for even distribution in order to fill to the recommended weight of 4lbs. of sand.
  

  It also shows a bag of sand in two places on instruction sheet and picture of a bag of sand being poured into part A.

  No where do we state water or cement is to be used - only up to 4lbs of sand.
  

  The instruction sheet is clear and does not mention or show water or cement. If those substances could be used then our instruction sheet would have provided that alternative. Only sand can be placed in the foot part A.
  

  Placing water and cement into the foot cured and dried, expanded and deformed and cracked the foot part A.  This plastic part is not designed to hold cement inside. This voided the warranty and the request for a no charge replacement foot or feet was denied per our warranty policy. The kid alert body and foot A are not sold separately and only as set. 

  We explained this to the consumer several times and consumer did not accept this explanation and was angry.

   We apologize if the consumer is in disagreement but using a substance other than as noted in the assembly instructions voids the warranty.

  Again we apologize!

  Regards,

  Step2 Customer Service Management

   

  Customer Answer

  Date: 08/09/2023

   I am rejecting this response because:

  Firstly, All company employees with whom I spoke were rude and dismissive, this is the only reason for my anger. Secondly, I did not mistreat anyone due to that anger. More importantly, there is no cracking in any of the equipment. If the company took the time to actually listen to me they would understand that. My complaint was that it leaks water. I added quick dry concrete mix in lieu of sand. This did not leak. The leaking occurring after adding water and using the included plug. The leaking only happens at the plugs. If you look on Amazon you will see many complaints about the water leakage. Hence, I am not the only person to be deceived by Step2. Please note that 20 reviews contain complaints about water leakage. Also, note the email response I  received which was almost instantaneous, minimal, and contained numerous errors. Taken together these indicate that the company is aware of this issue and chooses not to fix it or even give a serious response to wronged consumers. An apology is in order for mistreatment by customer service as well as a refund or replacement from step2 and modification of the language in their listings and manuals.

  
  

  Business Response

  Date: 08/10/2023

  We are sorry consumer has rejected our explanation.

  We have only indicated that the assembly instruction were not properly followed by consumer and product base/foot is not intended to hold water. If so it could leak out like what happened. This is what caused the issue. Yes we understand that water was put into base. The base is not designed to hold water - only intended to hold sand...not water or cement mix or other substances. There may be other consumers out there who also added water. Again adding water is not option nor shown in the product assembly instructions.  Only sand in shown the assembly instructions not properly following the product instruction provided with product could cause an issue.

  We apologize about the entire issue and if consumer is upset.

  We cannot help if consumers do not follow the assembly directions that come with product.
  

  The product has to be assembled and used per the instructions provided with the product.

  Step2 Customer Service
  

• Initial Complaint

  Date:07/05/2023

  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 a water table and an outdoor kitchen for my son.. The water table had a part in the box that is not correct. I have been trying to contact Step 2 for weeks. The Chat is disabled, they dont respond to emails, and they def never answer the phone.

  Business Response

  Date: 07/06/2023

  We are sorry and apologize about your product issue and any missing parts from your recent purchase.
  

  Our phones, chat and email have been backed up the last two weeks due to extreme consumer traffic and the recent holiday. There was a couple instances where we had to shut down chat, phones and email due to an upgrade to solve an issue. We are also dealing with vacations and a reduced short staff of **************** personnel due to labor shortages. We apologize for not being available. This is not intentional.

  We have assigned a Step2 **************** Representative to call you and reach out to by the end of the day to resolve your product issue ASAP.
  

  This will include sending any necessary replacement parts at no charge ASAP and a possible accommodation for your inconvenience.
  
  Regards, Step2 **************** Managment

• Initial Complaint

  Date:02/28/2023

  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.

  Confidential document attached.

  Business Response

  Date: 03/03/2023

  We apologize if Ms./Mrs. ****** ****** feels we are not trying to resolve the issue.
  
  We have been in touch with and talked to Ms./Mrs. ****** multiple times to resolve her product issue. Three different customer services representatives have either talked or emailed her to handle her issue requesting information along with providing
  her a solution to resolve per our product and warranty policy which is noted our website at *************. Ms./Mrs. did send us an online purchase receipt showing it was purchased at *** ********* **** but no price was indicated on receipt. We did provide
  her some assembly tips and additional instructions in writing to aid with assembly which apparently did not work.
  
  Thus we sent a replacement track (cost of $57.60 plus shipping at no cost to her) on 1/24/23 based on issue of track not fitting with other track.
  
  Note the tracks mate together via friction fit - just press together and do not require any hardware. The track can be tight to push down upon initial assembly for tightness and to prevent and minimize gaps between.
  
  When the new track piece was received, Ms./Mrs. ****** let us know it still did not work or push together/assemble which requires no hardware.
  
  We then as a result on 2/7/23 shipped an entire new 7114 coaster unit (Cost $159.99 plus shipping to consumer) at no cost to consumer. This product was reviewed before it shipped out to make sure no assembly issues. It assembled here at our plant and took
  back apart to pack and seal into box. It was received by consumer who then stated this unit also did not go together. Again this unit was checked before it was shipped.
  
  It is very unusual that a replacement piece along with an entire newly shipped full unit does not go together.
  
  Being concerned we informed consumer that we would like all unit pieces sent back to us (at Step2 Cost - no cost to her) especially if they do not assemble so we could have them reviewed by quality and manufacturing plant who produced them to understand and see
  why they do not assemble together. The quality and manufacturing departments at Step2 also requested this back to evaluate because it assembled prior to shipping.
  
  When receive back, we would immediately review these parts to verify indeed that they do not go together and what the issue is for correction, check other inventory in order and to avoid any future issues in the field.
  
  The consumer is not cooperating or wanting to do this. Consumer would rather basically keep 2 full products with all the parts that do not go together taking up space that do not function for use?
  
  We will create a label and email to consumer to place on the boxes to return to us at no cost to them. We pay for the full return.
  
  All the consumer needs to do is place all the parts back into the box, place a label on boxes, tape and set units out on their front porch for ***** to pick up. 
  
  Again upon return and review, if the track pieces do not assemble, we would then send consumer either another full product replacement, a comparable product replacement, a coupon code to purchase comparable product on our website or a slide they have
  requested and perhaps another product at our discretion for her time and inconvenience. Whatever the product is, it will need to be assembled by an adult(s) as we do not sell any assembled product. Adult assembly is required on all products.
  
  The above can only happen with all the parts being returned to us to be evaluated for corrective action. We do not want parts that do not go together per the consumer to be out in the field where product can be used incorrectly or parts lying around or being
  tossed in the trash for another to take.
  
  We need to know why the parts do not assemble. That is why we need to back to investigate and fix and resolve the problem.
  
  Thank you with sincere regards,
  
  Step2 Customer Service Management

  Customer Answer

  Date: 03/06/2023

   "I am rejecting this response because:"

  Confidential document attached.

  17 Pages.

  No authorization for disclosure or reproduction. 

   

  
  

  Business Response

  Date: 03/07/2023

  
  The confidential document attached by Ms./Mrs. ****** is the same one sent to us prior or attached previously which we have reviewed...Thank you!

  Again we apologize if Ms./Mrs. ****** ****** feels we are not trying to resolve the issue.

  As mentioned earlier, Step2 management is requesting that we get the coaster unit(s) back to review the parts and product with our team here at Step2 to determine the corrective action and resolution.
  

  Once again all unit pieces are sent back to us (at Step2 Cost - no cost to her) especially if they do not assemble so we could have them reviewed by quality and manufacturing plant who produced them to understand and see why they do not assemble together. We will create a label and email to consumer to place on the boxes to return to us at no cost to them. We pay for the full return.
  
  All we need is cooperation from consumer is to place all the parts back into the box, place a label on boxes, tape and set units out on their front porch for FedEx to pick up. 
  

  
  When we receive back, we will immediately have all the necessary Step2 departments review these parts to verify indeed that they do not go together and what the issue is for correction, check other inventory in order and to avoid any future issues in the field.
  
  
  If the track pieces do not assemble, we will then make this right by sending consumer either another full product replacement, a comparable product replacement, a coupon code to purchase comparable product on our website or a slide they have
  requested and perhaps another product at our discretion for her time and inconvenience. Whatever the product is, it will need to be assembled by an adult(s) as we do not sell any assembled product. Adult assembly is required on all products.
  
  The above resolve can only happen with all the parts being returned to us to be evaluated for corrective action. We do not want parts that per consumer do not go together to be out in the field where product can be used incorrectly or unassembled parts lying around or being tossed in the trash for another to take.

  In closing, this is what we need to fix and resolve the problem for the consumer.
  

  
  Thank you with sincere regards,
  
  Step2 Customer Service Management

  Customer Answer

  Date: 03/07/2023

  "I am rejecting this response because:"

  Confidential document. No authorization for disclosure or reproduction. 

  17 Pages.

  Resent: March 7, 2023.
  
  

  
  

  Business Response

  Date: 03/08/2023

  As previously stated, we require both coaster products back in order to resolve this issue and make it right. This is a request from Step2 Management as consumer Ms./Mrs. ****** indicates the product does not go together in order to function.
  
  Therefore, our standard policy in these type cases is to ship product back at Step2’s cost so we can review to determine why this is.
  
  We need the consumer to cooperate with us in order to accomplish this.
  
  Our management wants to review this product to develop the proper corrective action and a resolve. We need to determine why the coaster track does not go together per consumer in order to fix.
  
  All the consumer needs to do is to provide the correct address for ***** pick up, place product/parts back into box, seal and place on their front porch and we will contact ***** to create a return label to place on boxes themselves  
  when they come to pick up.
  
  Once product is returned to us as previously stated, we will evaluate the product and all parts for correction action and resolve for Ms./Mrs. Hughes.
  
  We encourage the BBB Staff to read the all the responses from Step2 as to our remedy which is in accordance to our policy at this point in order to disposition and make this right for consumer.
  
  Thank you,
  
  Step2 Customer Service Management

  Customer Answer

  Date: 03/09/2023

  "I am rejecting this response because:"

  Confidential document. No authorization for disclosure or reproduction.

  17 Pages.

  Resent: March 9, 2023

   

   
  
  

  
  

• Initial Complaint

  Date:10/10/2022

  Type:Product 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 September 29th I placed an order for my grandson's birthday - Order *********. This order says it was delivered and despite all, I NEVER received it. I emailed and advised that I wanted a refund because I was being forced to buy locally since his birthday was in 3 days. ROSE responded by saying there was nothing that could be done post shipping; no refund. I responded to her, but she doesn't reply. I will not just be out of money for an item that I did not receive. I just want a refund like I originally asked for. I'm so disappointed with Step 2. As a mother of 6 grown children, my kids grew up with multiple Step 2 items over a period of 20 years. Horrible customer service with no real accountability to customers. I will dispute the charge if not refunded.

  Business Response

  Date: 10/11/2022

  We are aware of this complaint from consumer. Our customer service representative Rose has spoken to ******. The product was delivered by FedEx.

  FedEx took pictures of the doorway and delivery which attached.

  We contacted FedEx and they indicated package was delivered and provided photo proof of delivery which are attached.
  

   

  Package tracking of ************ show delivered by FedEx  - 1 full product box - Panda Climber on 10/2/22 at 10:59AM

  
  

  This could be theft from the consumer residence which we are not responsible as the package was delivered per FedEx as intended.

   

  Theft is at an all time high through the USA and Canada for packages and we not responsible once product has been delivered.
  

   

  Step2 Customer Service

  Customer Answer

  Date: 10/11/2022

   I am rejecting this response because:
  
  Again, I don’t care what the FedEx picture shows.  I didn’t get the item and I will make it my life’s mission to get my money back. Horrible customer service.  I’ll be sending messages to your corporate officers next.  

  Business Response

  Date: 10/12/2022

  We contacted FedEx, spoke to FedEx and opened a claim and they got back to us to confirm delivery at 10/2/22 at 10:59AM to:

  ****** ****
  

  **** ********** ***
  *******, *******, *****
  United States
  T: **********

   

  Tracking shows that your item was delivered.
  

   

  FedEx provided us a tracking of delivered item # ************ and photo/picture of delivered item to the front door of residence.

  
  

  Based on this it is evident and possible that product may have been stolen from your residence by porch pirates which is running rapid in the USA regardless of community especially as the holidays approach. 

  
  

  We recommend you contact your local the police department to file a police report to theft.

   

  We apologize but we are not responsible for theft of delivered items. No company covers theft after an item has been delivered to a residence.