ComplaintsforBig Toys Green Country LLC

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a $610 ride on toy for a 2 year only and the product is defective and vehicle will not turn when using the steering wheel or remote after 2 weeks of use. Contacted customer service stating screws came out of steering system was told to fix with tooth picks and superglue because it was in a collision. Was told there was nothing to be done on their end.

  Business response

  07/16/2024

  Please see the response attached.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a ride on toy car Lamborghini for my 4 year old daughter. Big toys sent me the wrong item, I received the wrong item on June 6th 2024. I emailed the business the next day Friday June 7th to let them know I recieved the wrong item. Big toys reached out to me and asked for photos of the item I received. I sent the photos they responded and said it is the right item. It is supposed to be 24v ride on car i sent multiple photos proving the item I received was a 12v ride on. The model numbers on the item I ordered and the item I received don't even match. The website says the item I ordered has a top speed of 8mph the item I received has a top speed of 2. I just want what I ordered. I don't know if it's incompetence or intentional theft but they shouldn't be able to get away with this. The item I ordered has a price of 539$ the item I received has a price of 369$.

  Business response

  06/21/2024

  Please see the response attached. 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ride on car for my kids (2-seater) from Big Toys Green Country's website. Their prices are a lot higher than the industry prices and I was ok with that if I was to get everything they were advertising on their site. I paid $709.99 for 1 car. I had zero intention to return this item, as I planned on using it all summer with my two boys. The business committed to provide a car with ***** minutes run time amongst many other features. I contacted the company after the second time we took the car out because both the first and second rides did not last longer than 20 minutes. I would say ***** minutes at an ok speed and then the remainder super slow until the car died. I charged for the correct number of hours as instructed by the customer support team. We tried a couple more times and the car consistently only lasted up to 20 minutes, not a minute more. This was extremely frustrating with two little kids who cried every time we had to take them out. Each kid wanted to sit in the drivers seat and only had a couple minutes to do so, crying when we made them switch only because it was so quick (because the car didn't last long). This is a huge problem and not what we agreed to pay for. Customer support insists that we pay for the entire shipping of this very large and heavy item to return. I am not returning because I want to. I am returning because I was delivered an item that is either defective or was falsely advertised. After a week of no response from the company, they tried to have me send pictures with a voltage meter which I do not own and was not sent with the car. They blame me for not cooperating with troubleshooting when I don't own the tool they need and they never sent me one. Ridiculous customer support. I should not be charged fees for their mistake/defect. They should cover the shipping costs back and refund my order if they can't deliver a car that runs at least 40 minutes before it dies, like advertised. Please help them resolve for me.

  Business response

  06/17/2024

  Please see the response attached.

  Customer response

  06/18/2024

  I am rejecting this response because:   
  Prior to placing the order, the terms and conditions I agreed to was to purchase a new product at full price that works as advertised. I was given a tedious task by customer support to take apart the car in order to mail back the parts and finally got to do that over the weekend. The parts are much heavier than I imaged (especially the battery) and to mail this package will cost me over $100. The address I got a quote (this morning) to mail to was ***************************************. I am so angry that I paid full price (over $700) for a product that was sent either defective or was falsely advertised. Not only did this cause frustration, a huge waste of time contacting and going back and forth with the company and needing to involve the BBB, but I am also now expected to pay over $100 when I am an innocent consumer who paid full price and received something different than what I agreed to purchase. Why am I responsible to pay for the mistake of this company? I now lost all trust in purchasing anything online that does not have a store I can go to return if they make a mistake. This company is making their mistake MY expense. I am not satisfied with this resolution. I feel extremely scammed by this company.

  Customer response

  06/18/2024

  This company keep referring to their Terms and Conditions....If something had happened during the time I was using the product or while it was under warranty I would be ok with fixing it at my cost. However, they shipped a new item that I paid for at full price and it was not as advertised or it was defective. They advertised ***** minute run time. We tried all of their suggestions and never got one single time over 20 minutes. More like 15 minutes at regular speed and 5 minutes super slow barely making it back without having to carry it. They should be responsible for sending me a product that does not work according to their site description (which is what I agreed to pay for). Please have this company stop referring me to their terms and conditions when they did not even deliver on their own product description. 
  
  Also, they are having me send back the parts to their store instead of to the manufacturer. This is likely because they want to ensure I do not use it and then they will process the refund. I do not want to use this car - it only causes my kids to cry since it dies so quickly and they do not even have time to use and and switch / take turns driving. I will happily discard of it or donate it to someone who thinks 15 minutes is enough use time per 12 hour charge. I just do not want to pay any more money and just want my money back

  Business response

  06/21/2024

  Please see the response attached.

  Business response

  06/21/2024

  Hi ********,

   

  We apologize for the continual referral to the terms and conditions, but it is important to thoroughly read these before placing the order and it is important to show that we are operating under the policy agreed to. Keep in mind it states that if issues arise, customers agree to work with us to diagnose the issue. The toy itself is not defective. Keep in mind when it comes to run time with these toys, the battery, charger, and charging port all play a factor in the amount of ride time you get out of the toy. It could have been as simple as the charger, but testing was refused, and we were unable to get you a part shipped. Originally, we offered to let the customer return the battery, control box, remote, and two motors, then they asked if the battery could be left out of the box to save money on shipping which we agreed to, furthermore going above and beyond the policy. We are currently awaiting a response from the customer letting us know the parts have been shipped. We have been in contact with you and will continue to provide any support we can.

   

  Sincerely, -Big Toys Green Country

  Customer response

  06/21/2024

  I did read the terms and conditions but my interpretation of it was if issues arise (while owning the product) not after initially shipped when it is supposed to be working as advertised and shipped after some sort of quality control. Your testing required me to purchase tools I do not own. If I owned these tools I would not have refused testing. Your customer support took so long to get back to me initially the last thing I would want is to waste more time out of our very short summer waiting on parts to be shipped for it to may or may not work. I did ship the items you requested and emailed you confirmation of shipment and tracking information. It will arrive Monday. Once I get my full refund I will mark this as resolved.
  

  Customer response

  06/28/2024

  To whom it may concern,
  
  I received a refund from the merchant for the purchase in this case (complaint ********)
  
  You may **** this complaint as resolved. Thank you for your support. 
  
  Best,
  *************;
  
  Complaint # ********

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a lambo 24 volt car in December for $1799. After 2 weeks of use it has quite working. I have been calling the last 3 weeks for technical support or warranty. I have been on hold everyday with no answer all just automated. Being on hold for over 2 hours with no answer. I just want technical support or warranty resolve. *** at that expense should last longer with a 7 year old driving it for 2 weeks on pavement.

  Business response

  02/20/2024

  Please see the document attached.

  Business response

  02/20/2024

  Hi ****,

  We are sorry to hear about the issues you experiences with the product. Per our last contact with you on 02/15/2024 we are testing the charging components to figure out if one of the charging components is causing the issue. If you have any further questions or concerns please let us know.

   

  We have been in contact with you and will continue to provide any support we can.

   

  Sincerely,

  -Big Toys Green Country

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Posting negative reviews on ****** and BBB to try getting a response out of this company, Im a second time customer and this time compared to the first is absolutely terrible. It seems the quality is completely gone. First Ive already submitted a ticket telling them the car wouldnt charge or work after building it and charging for ***** hours like suggested, the wires to the tires keep disconnecting when driving, and now a battery wire has come disconnected, Including the fact that I didnt get the correct seats advertised with my order. I want a resolution for the seats and I want the wires and plugs on the card to quit disconnecting so my 3 year old can actually enjoy this $700 car

  Business response

  01/31/2024

  Please see the response attached.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like for them not to advertise things that are clearly not true. The motors do not last. We purchased the car in March and the first motor went in April. Spent the next 2 and a half months trying to get the car fixed.the car worked for a month and the other motor went out. Now the motors are back on back order. I would like my 6 months of warranty on a car that works. I feel that the system that they have in place for warranty service is nonfunctional. I was promised a response 4 times. Received 0 trying to get the car fixed.

  Business response

  01/11/2023

  Business Response /* (1000, 5, 2022/10/25) */ Please see the attached document. Consumer Response /* (3000, 7, 2022/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your company did not go above and beyond. It took 4 phone calls stretched over 2 and a half months to get you to do your job. I patiently gave you a few weeks to contact me back between calls Witch your phone representative promised your company would do. Not once until the last call when I stayed on the phone and made your operator make sure the email went through. Your web site states bigger is better in reference to the motors. That is a lie. The motors are junk. My grandchildren have a combined weight of 60 pounds. We have a flat lawn No hills. I can see one bad motor in 3 months of use not both motors. Your web site states the car that we purchased can haul up to 90 pounds. Not true the motors would only last a week at that rate. Business Response /* (4000, 9, 2022/11/02) */ Please see the attached document.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  see Attached document

  received a damaged toy and refusing to replace it

  Business response

  11/23/2022

  Business Response /* (1000, 9, 2022/10/17) */ Please see attached document. Consumer Response /* (3000, 11, 2022/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) i did not agree to accept any refund offered. They did issue a partial refund of 80 dollars into my account but that was after I had recanted to accept any partial refund. I would either accept a replacement vehicle with the return of the broken vehicle or a full refund of my money and I keep the broken vehicle. I did not pay for a broken item and I expect a new item as paid for. I do not accept the offer of returning the vehicle for a full refund and no replacement. I purchased the vehicle because I want that item. Business Response /* (4000, 13, 2022/10/28) */ Please see attached document.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 25, 2021 we purchased a 24v Mercedes Unimog toy for our daughter for $599.99. We didn't give it to her until early December. After only ridding it a few times, it had a burning smell and it started to smoke. I contacted the company on 12/16/21 to see if they could help. Since then, we've had no less than 30 emails back and forth. They tried to help us trouble shoot the problem. I sent them pictures and videos of the issue. They suggested a new motor on one side. I purchased that and it didn't fix the issue. Then they suggested replacing the other motor. This one they did replace for us. However, it is still smoking and has a burning smell. They suggested replacing both motors again at my cost. I asked if they could just replace the entire toy because it seems like a default and they said no. Although they have been very responsive, they are sending us in circles not rectifying the issues after several months.

  Business response

  09/29/2022

  Business Response /* (1000, 5, 2022/08/16) */ Please see attached document. Consumer Response /* (2000, 7, 2022/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) We did not drive the vehicle in between the months of communication, and I believe it's not a parts issue but a issue with the entire vehicle. I'm happy to ship it to them so they can fix it for us.

*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. ↩