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:03/06/2025

  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.

  False advertising on product page stating free shipping on product. At checkout it kept charging me so I called customer service. They said go ahead and placed the order first, send screenshots and theyll handle it once they get the screenshots. Af the end they basically dismissed me and said used their standard disclaimer of all promotions can be changed although at the time of that writing it still says free shipping!!! They would NOT honor their own promotions. They do not care about their loyal customers! Everyone should purchase from step2 or backyard discovery. So extremely disappointed. Just trying to replace items lost from damage due to la fires. The amount is so small for such a big company but means much more to others.

  Business Response

  Date: 03/10/2025

  Hello,

  It appears that a 15% off promo was applied to this order, and unfortunately KidKraft policy does not permit 2 promotions to be applied to the same order. This is why the free shipping was not offered.

  We do apologize for any inconvenience,

  Kind Regards,

  Customer Answer

  Date: 03/11/2025

  This is incorrect as well. Firstly, it did not disclaimer it cannot be combined with other offers. Secondly, Ive added the item without any discount code and it still charged the shipping fee. I have screenshots of everything. When I raised this issue, kidkrafts official stance was a boiler plate disclaimer of offers can be changed at their discretion. Its not rocket science they made a mistake and would not own up to it and make it right. But mainly, website and customer service have been misleading between the false advertising and customer service recommending to go ahead and purchase first. In any case recommending to all if you value customer service, to go with literally any of the other major brands. They dont care about their customers and are dishonest with no integrity. 

  Customer Answer

  Date: 03/14/2025

  I am rejecting this response because:   

  Business Response

  Date: 03/19/2025

  Hello,

  Please see attached the Promo Policy which is posted on the KidKraft website and clearly indicates that Promotions cannot be used in combination with other offers.

  We do apologize for any inconvenience,

  Business Response

  Date: 03/25/2025

  Hello,
  
  Please see attached the Promo Policy which is posted on the KidKraft website and clearly indicates that Promotions cannot be used in combination with other offers.
  
  We do apologize for any inconvenience,

  Customer Answer

  Date: 03/25/2025

  The fact that it was a note that enjoy free shipping on this item should mean it is just free shipping and not a promotion (screenshot attached).  Any consumer would have the same impression.
  

  Additionally here is the attached screenshot to show it is still not free shipping without any promotional codes which tells me it was an error on kidkrafts part. You can see no promotion code applied and still rings up a shipping charge. Again, just using standard policy to get out of their own mistake rather than owning up to it.
  

  More misleading was before I made the purchase, I was told to purchase first and it will be dealt with it later making me feel like they would just credit back like many other stores but instead grasping on any reason to not honor.
  

  Im not expecting any funds back but Im so upset Ill let on my parent friends and online groups know they are not parent friendly and they cant be trusted. Plenty of playhouse manufacturers out there at better prices. Definitely regret

  Customer Answer

  Date: 04/01/2025

  I am rejecting this response because:   

  The fact that it was a note that enjoy free shipping on this item should mean it is just free shipping and not a promotion (screenshot attached).  Any consumer would have the same impression.
  

  Additionally here is the attached screenshot to show it is still not free shipping without any promotional codes which tells me it was an error on kidkrafts part. You can see no promotion code applied and still rings up a shipping charge. Again, just using standard policy to get out of their own mistake rather than owning up to it.
  

  More misleading was before I made the purchase, I was told to purchase first and it will be dealt with it later making me feel like they would just credit back like many other stores but instead grasping on any reason to not honor.
  

  Im not expecting any funds back but Im so upset Ill let on my parent friends and online groups know they are not parent friendly and they cant be trusted. Plenty of playhouse manufacturers out there at better prices. Definitely regret

• Initial Complaint

  Date:02/27/2025

  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 kid craft baking kitchen set and their is a piece that is broken. I am unable to return the item due to big lots is closing where I'm located. In the instruction manual and website you can contact to get free replacement part. I contacted and provided proof and was informed: Hello, Regrettably, ******** is not an authorized retailer of our products. We advise that you reach out directly to the store for further assistance as we are unable to provide replacement parts. Thank you for understanding. Kind regards, ***** M The KidKraft Consumer Engagement Team....This is unacceptable and if unable to replace the part then offer a replacement of another product or my money.

  Business Response

  Date: 02/27/2025

  Unfortunately this item has been discontinued and parts are no longer available, ******** is not an authorized retailer. ******** is a discount retail chain, specializing in the sale of closeout and overstock merchandise. We apologize for the inconvenience however with this item discontinued parts are no longer available.

  Customer Answer

  Date: 02/28/2025

  I am rejecting this response because:  

  There is no resolution, and I'm just stuck out of my money and a item that is unusable.

  Business Response

  Date: 03/13/2025

  We are sorry we are not able to assist. This is a discontinued product with no parts available and purchased through a liquidation retailer which is not an authorized retailer of Kid Kraft.

  Business Response

  Date: 03/14/2025

  We are sorry we are not able to assist. This is a discontinued product with no parts available and purchased through a liquidation retailer which is not an authorized retailer of Kid Kraft.

  Customer Answer

  Date: 03/17/2025

  Doesn't seem like they're trying to resolve this issue. Simply by refunding or offering ** something that isn't broken. I would like to move forward with posting my complain/review for this business.

  Customer Answer

  Date: 03/17/2025

  I am rejecting this response because: no resolution and would like to move forward with my complaint being posted regarding this business.

  Business Response

  Date: 03/17/2025

  Please see attached. As noted all parts may not be available and a valid proof of purchase from an authorized retailer.

  Customer Answer

  Date: 03/19/2025

  I am rejecting this response because:   No resolution, and feel complaint should be posted on BBB. This isn't a product I bought from a garage sale. This is a product that I bought from a retail store with your company information. Maybe for future items should state on instruction on replacement parts or issues the companies that you accept return or warranty is cover over. Even more a policy on what can be done for something that is out of stock. Poor customer service, and if I could return to the store I would. Since I cant I reached out to your company to resolve the broken piece, and still no resolutions. 

• Initial Complaint

  Date:01/12/2025

  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 playset from KidKraft. I'm missing 2 out of 4 boxes therefore I was not able to assemble any part of the playset. I reached out to KidKraft beginning in July of last year (2024) once I realized their error. The communication went back and forth via email for over two months. I requested an exchange, I requested the missing parts/boxes to no avail. The payment went through ****** but the actual shipment came directly from KidKraft. They finally acknowledged the shipment came directly from them but when I pressed for them to fix this,they quickly backtracked and said I needed to go through ****** to correct the issue.. I purchased the playset last June (2024). The playset was delivered via freight company and they carried the boxes to my garage. Unfortunately I assumed everything was there. It wasn't until I tried to assemble it last July (2024) that I realized I was missing two entire boxes. Hopefully you can help me as my son is heartbroken because I can't assemble the playset he picked out. Thank you, ***** *****

  Business Response

  Date: 01/14/2025

  We have advised customer repeated since August 26th that since purchased through ****** the customer would need to contact ****** regarding missing boxes / returns. While KidKraft is the manufacturer this was purchased through ****** and needs to be addressed through retailer where purchased,

• Initial Complaint

  Date:12/31/2024

  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.

  I purchased a specific swing set off of Amazon the seller is kidkraft. Ive got back and forth finger pointing from both parties. The swing that I bought was never delivered instead another swing was. Its smaller and cheaper that what I specifically ordered. My husband didnt know it was wrong until half way put together. Ive called kudkraft asking to have the slide replaced bc its not use able its broken and busted. Ive sent email part number copy of receipt and only one response thats said contact ****** after prior phone conversation which they stated it would be no problem to replace slide since they are the manufacturer and ****** is just the seller. The swing I ordered cost more than the swing we received and there is no monkey bars sand pit or telescope. Well take a loss but the slide just needs replacing. Its unfair and not right. This was my sons Christmas present.

  Business Response

  Date: 01/14/2025

  A replacement slide was shipped and delivered to customer on Jan 8th see link with delivery pic below.

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

   

• Initial Complaint

  Date:12/17/2024

  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.

  The uptown play kitchen was purchased by my mother as a gift for my two and a half year old. When we were putting it together we noticed that some of the pieces were missing (6 small cheap plastic spacers). These spacers are needed in order to hold the k**** for the play kitchen securely in place. I contacted kidkraft to see if I could get the parts replaced being that they weren't included in the original packaging. I stated that it was no big deal if there was a delay in shipping due to the holidays that I just wanted the items we paid for to be replaced/included. The representative originally told me they would look into the issue and to continue building the kitchen to ensure no other pieces were missing. I spent two hours putting the kitchen together only to be later told that the pieces weren't in stock and there was no *** on their return but I could return it to the store for a refund.....the almost fully built play kitchen. This is $150 play kitchen and is supposed to be a Christmas gift, it's 8 days before Christmas. I felt I wasn't able to resolve the issue through email so I called the customer service line. He stated that he wasn't able to replace the parts because I didn't have a picture of the physical receipt. My mother did not keep up with it as we did not plan on returning the item. I have no way to get a new physical copy of the receipt. I sent pictures of the kitchen half put together as well as all of the packaging showing it was just taken out of the box. This is a quality control issue that is obviously common due to the numerous complaints about missing parts on websites such as this one. Why would I be scamming the company for 6 plastic pieces that most likely cost them 3 total to make? I just want to be put on the backorder list for the pieces that were supposed to be included in the package originally.

  Business Response

  Date: 01/14/2025

  We are very sorry for the delay and inconvenience. We are reaching out to customer directly to request the Batch code so we can process a replacement parts order as quickly as possible, There may be a slight delay in these parts shipping if out of stock , but these are expected  very soon.

  Customer Answer

  Date: 01/14/2025

  I am rejecting this response because:

  I have not been reached out to by the business. My issue is the items were left out of the box by you, the manufacturer. I contacted your customer service by two different methods and was told many different things, none of which led to me receiving the missing parts. You were already given the batch number and the parts missing but you told me that you would not replace them without a receipt (even though you didn't include the parts in the first place). I told you that I understood there may be shipping delays that I just wanted the 6 plastic spacers to be sent when they were restocked and you refused to send them. You told me I could purchase them at a future dat but I would be required to check the stock periodically. When I went on your website to check it also requires a receipt upload in order to PURCHASE the parts. It's 6 plastic spacers that make the kitchen k**** click. It's absolutely ridiculous that you make a customer who spent $150 on a play kitchen jump through hoops to get a part that your quality control omitted from the package.

  Business Response

  Date: 01/24/2025

  Hello,

  Replacement parts were shipped and delivered on Jan 16th 

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

  Customer Answer

  Date: 01/24/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/09/2024

  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.

  Item advertised & sold at a low price during Holiday Sale, and after 5 full days, they canceled my order, saying it was unavailable.They now offered 15% of retail price (excluding any sale prices), meaning they refuse to give me an actually decent price. They also wont price match anything that actually is available because that sale has since ended (although they purposely waited a full 5 days before telling me).

  Business Response

  Date: 12/26/2024

  We understand the inconvenience that an error such as this can cause and apologize for this experience. It seems that our system made an error in that the item appeared to be in stock at the time that the consumer placed their order, but was unavailable when the order was to be fulfilled. Since this item is no longer in stock, we cannot price match to a different item as they will not be comparable.

  A promo code, which will not expire, has been extended to the consumer. Even if the desired item is not currently in stock, we encourage the consumer to check back with us or sign up for in-stock notifications so they can be the first to know when it is available. 

  We will be happy to assist with any additional questions or concerns.

  Customer Answer

  Date: 12/26/2024

  I am rejecting this response because:   The promo code that was sent cannot be used in conjunction with any sale pricing, which was what brought me to their company website in the first place due to Black Friday. It also should not have take 5 full days to be made aware of this error. I gave away my toddlers toy with the expectation that it would be replaced with something betterhow disappointing. 

   

  Business Response

  Date: 12/26/2024

  I do understand your concern regarding the five days between the time the order was placed and the order being cancelled. We received an influx of orders due to Black Friday and apologize that it took longer than anticipated to advise that the item was out of stock. This is something I will share with our internal teams so that we can work to reduce issues like this in the future.

  Our promo codes cannot be combined or stacked with sale prices as this is a common practice which cannot be changed. We understand that this can cause an inconvenience and again, I will share your concerns with our internal team for review.

• Initial Complaint

  Date:09/25/2024

  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 to inform you of a significant issue with the KidKraft Castlewood Swing Set I purchased. When we initially had the set assembled, it was missing a crucial bracket to support the spiral slide, as well as the necessary screws for the slide assembly. Since we were having the set professionally assembled, I managed to obtain screws from ********** to the assembly could be completed.The slide collapsed and broke in June while my children were using it. Fortunately, no one was injured. See the attached pictures. I have tried contacting ******** several times to provide the missing bracket and a replacement slide, along with any additional screws or parts required to ensure the play set is safe and secure for use. They refused to cover anything stating that since I used screws from **********: "Using outside parts will void your warranty," which is ridiculous since they were missing from the original order. Since they refuse to cover anything under warranty, they requested the specific part numbers we would like to purchase, and they will generate a quote in 3-5 business days. It has been several months, and they will no longer reply to my email requests. Every time we call customer service, they avoid answering our questions and will not comply with our request to speak to a supervisor to get this resolved. The customer service is unprofessional, and the fact that we can't get this slide fixed for our children so they can play safely is my main concern. We have tried resolving this issue with ******** many times without any success. I'm hoping you can help. Thank you.

  Business Response

  Date: 10/14/2024

  We hate to hear of any negative experience with our quality of service and have reviewed this consumer's communications with our team thoroughly. We will coach our team accordingly so that we can avoid issues like this in the future.

  We have also released this consumer's order of replacement parts to ship at no cost so that their child may continue to safely enjoy the swing set. If there is anything further that we can do to assist, we will be happy to do so.

• Initial Complaint

  Date:07/23/2024

  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.

  We bought a *************** set for Christmas for our boys in December of 2023. Due to a windstorm hitting and impacting many in the DFW area May of this year, our playset got damaged in the process. Promptly, we contacted Kidkraft for a resolution. We were told storms were not covered under warranty, which we understood and asked what other options we had. They informed us over the phone and by email that they would need proof of purchase, along with what parts we were needing as well as quantities. Once they received this request, the would send it to the quote team and send to us for final approval and payment before shipping our broken/damaged parts. This was more than 2 months ago. Since then, I have made several calls to Kidkraft for updates in regards to why we have not heard back from them. The first time, I was told they were missing the part numbers for one of the ones sent, however that was not the case and he notified me he pushed it to the quotes team and I should hear back from them in the next week. That never happened. Called again 2 weeks after this and was told the quotes team was short staffed and behind. Parts not under warranty was not prioritized and that was the cause of the delay. She said she sent an urgent message and couldnt give me an exact time frame, however I should hear back within next two weeks. That was also 2 weeks ago. The fact that I am having to call them multiple times for the same situation is beyond me, and the customer service Ive gotten is awful as well. We payed over $2500 for this swing set and with a reputable company like Kidkraft definitely expected better customer service and a sense of urgency. We have a broken swing set in our backyard for the last two months and have had our HOA ask us when this was being resolved. We have not been able to give a response due to Kidkrafts lack of response or care for that matter.

  Customer Answer

  Date: 07/30/2024

  Got HOA complaint on our swing set. We are unable to repair due to Kidkrafts lack of response. 

  Business Response

  Date: 08/06/2024

  We are sorry to hear that the consumer's KidKraft swing set was damaged by an act of nature. We also would like to apologize for any inconvenience or frustration this experience has caused due to a delay in quote processing. It is our goal to provide excellent consumer support and 

  We have now processed the quoted replacement parts order and have released the order for shipping. A discount was applied to this order, and a component that was initially out of stock has since returned and was added to the order at no additional cost to the consumer. 

• Initial Complaint

  Date:07/03/2024

  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.

  In March of 2024, we purchased the *************** swingset and had it professionally installed. Order number was ********** and we paid $2398.99. It arrived with several broken pieces, but we were credited $100 and were able to put it together after doing repairs ourselves. Less than 3 months later, we had a storm with minor winds and despite the swingset being bolted in the ground and correctly installed by professionals, it completely blew over and is damaged beyond repair. This was within our 90 day warranty. Please see all photos at this link: ************************************************************************ including pieces of the ground rebar hanging off the damaged playset. I completely understand that acts of nature (especially extreme weather) can exclude from warranty, but this was a massive playset bolted into the ground and mild winds knocked it over. Happy to provide weather reports, and importantly, nothing else around the playset, including much furniture, toys, were damaged in any capacity. Even if there are some pieces that can be salvaged, the integrity of individual and non-damaged pieces was certainly affected when the entire piece came up and hit the ground. The bigger issue here is quality and safety, and an incredibly dangerous one at that. If mild winds can completely knock over a playset being used by children and surrounding items of smaller nature were not affected, I think theres a much larger issue.Ive attempted to follow up with customer service 3 times over the course of 2 weeks and still have not heard anything back. My customer service request ******** has not been addressed in a week.

  Business Response

  Date: 07/23/2024

  We are sorry to hear that this playset fell over in an act of nature. We understand the frustration and inconvenience this has caused and hate to hear of a negative experience with one of our products. All photos provided have been shared with our internal teams for review. As previously mentioned, we have informed the consumer that acts of nature are not covered by our limited warranty. A promo code for a discount on the purchase of a new item was offered as a gesture of good will, however, the consumer declined to accept this, citing concerns with the quality of the wood. At this point, we are not able to assist any further.

  Customer Answer

  Date: 07/23/2024

  I am rejecting this response because my inquiry was never related to the warranty of the product, but rather the quality of the swingset to begin with. 

• Initial Complaint

  Date:06/28/2024

  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.

  On 5/30/2024, I ordered a swingset for a total of $1098.99. It went on sale for $789.99 before my order shipped, I called for a price adjustment, and was told they don't do that. I asked to speak to a supervisor, I was never called back. Called again and said I was going to cancel my order and then reorder for the sale price of $789.99. They told me someone would contact me. I was emailed back stating I would be giving a credit for the difference. I received $100.00, then another $100.00, that's it. I am still owed $109.00. I have sent several emails and made several phone calls, too no avail. I have tried on my own, but couldn't solve it, so now I am reaching out for your help.My order #**********. Feel free to contact me at ************ or ************.****************************** Thank you,*********************************

  Business Response

  Date: 07/19/2024

  The consumer purchased a swing set on 5/29 and it was subsequently delivered on 6/8. No issues were reported with the delivery of this item. on 6/17, the consumer reached out to the Consumer Engagement team to request a price adjustment as they noticed that the same swing set was reduced in price due to a new sale. As of now, we have provided $200 credit on this consumer's order as a courtesy as it is not our policy to provide price matches. No further price adjustments will be made at this time. All prices and promotions are subject to change with or without notice.

  We apologize for any inconvenience or frustration this may cause and appreciate the feedback regarding their experience. We will review this as an opportunity to provide better consumer experiences moving forward.