Coco Village Reviews
Hey there,
You might be here because you are looking for reviews of Coco Village. I get it. It's tough to find these reviews.
It's because they do their best to hide them!
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Leslie Gruhn, US via Trustpilot
⭐☆☆☆☆
Apr. 1, 2021
DISPUTE COCO VILLAGE CHARGE
This is my second time writing. Like many others, I had a very bad experience with "all of the above" (i.e. shipping, quality, customer service and refusal to honor a return). I HIGHLY RECOMMEND CONTACTING YOUR CREDIT CARD COMPANY AND DISPUTING THE FULL AMOUNT. Include photos, email exchanges and online reviews of other "victims" to establish pattern. The credit card company will protect you against predatory companies such as Coco Village. You must dispute the purchase within a certain time frame so act now and good luck!!
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Christina, Canada via Trustpilot
⭐☆☆☆☆
Where do I start with this company....
Where do I start with this company..... I ordered a house bed thinking it was a Canadian company to find out they only design it in Canada and have it made in China. Super disappointed to find that out after I ordered. The bed took a month to get here than had the holes drills the wrong way on one of the pieces. When I told them they sent me the wrong part twice. Than the third time there warehouse didn’t want to send the two parts it could be so just decided not to ship anything. After four weeks of waiting I was in contact with them and they were very slow at solving the problem. I than waited three more weeks to receive the right part. In total I ordered the bed in November on a Black Friday sale. I didn’t receive the right part till middle of March. Not by worth your money or time. I also got a mattress not worth the cost as it’s hard and thin. I will never buy from this company again.
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Amanda Coens, Canada via Trustpilot
⭐☆☆☆☆
Unsafe products
I bought a few toys from cocovillage and am disappointed in the quality and lack of concern for safety. The walker especially. The wheels are screwed on in such a way that they fall off when pushed too much. The height of the walker is better suited for a 1.5 year old learning to walk, not a typical 8 month old. There are also several choking hazards in their toys. Buyer beware.
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Larissa, Canada via Trustpilot
⭐☆☆☆☆
HORRIBLE don’t buy from here
HORRIBLE don’t buy from here , ordered then received a message saying that my item had been out of stock and they no longer can ship it to me after the fact I’ve already paid the shipping to get this item to me very disappointed will never deal with them again they would not refund me my shipping.
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Dawn Paez, Canada via Trustpilot
⭐☆☆☆☆
I ordered my daughter 2 items the last day of the sale in Feb. This was my 3rd order since December, the other 2 orders arrived on time. It has been almost 3 weeks and still hasn't even been shipped and no response from customer service. The funds were taken from my card after 4 days for the order. My daughter's birthday was this past saturday and her stuff hasn't even been shipped. I had to go out and purchase other birthday gifts. The website says these items are in stock so not sure why they havent shipped. I was considering ordering her a bed but have decided that this will be my last order from this company.
My Instagram comments were also deleted.
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Nicole Rohn, US via Trustpilot
⭐☆☆☆☆
My $130 activity cube came missing the…
My $130 activity cube came missing the stickers, when I asked if they could send me stickers they told me that was not an option. I then asked how I return the item to get my money back and they told me I would have to pay for shipping and a “restocking fee” read the reviews on google before you buy from this website. The items are cheap plastic and not worth what they charge at all. Would give ZERO stars if I could.
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Maya, Canada via Trustpilot
⭐☆☆☆☆
Horrible customer service!
Horrible customer service!!
When I received the package after a week and half I saw my mat was damaged. It had markings on it that wouldn’t come off. I called customer service. And the options they gave me was a gift card, exchange or if I wanted to return I would have to pay for the shipping back. They also told me that if I wanted to exchange that it might not come in time for the holidays (this was back in December). The mat was suppose to be a gift so I didn’t want to wait any longer so I just wanted to return it. Shipping would be over $20 and I wasn’t willing to pay that especially that my mat came damaged. I requested to speak to a manager and they said he would get back to me. I waited almost a week and they never contacted me back. I decided again to contact them. When I spoke to a representative and told him my issue he said the same thing so I asked to speak to a manager and he said he was one, which I really don’t think he was he just wanted to close my case.
I ended up returning it paying money for shipping. This will be the last time I’ll be purchasing from them.
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Hiran Shah, Canada via Trustpilot
⭐☆☆☆☆
:( WHERE TO START..
WHERE TO START...
FIRST off I'm a physician in Canada with a large paediatric practice - i once upon a time endorsed this sad company - NOT AT ALL ANYMORE. here's my story:
1. My baby undid a bow tie/scarf on a toy from here and ate it.....at 4 months old!!
2. We complained and got some clown response from a low end employee before complaining more.
3. Some "escalation attendent" got hold of the email and responded with generic ASTM standards nonsense about flammability and toxicity - nothing to do with what happened, but regardless - MY BABY STILL UNDID THE BOW TIE AND ATE IT...no answer for this, no refund or anything to mitigate our problem in any way..
This company is very subpar, do a little searching and you will find the same...hope that helps. I will never endorse this !@#$ again.
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Graham Robertson, Canada via Trustpilot
⭐☆☆☆☆
Fake Canadian company selling drop-shipped Chinese garbage
Just like everyone else, EVERY PRODUCT WE BOUGHT CAME BROKEN. We have purchased 2 beds, a play market and kitchen, all had missing parts or holes not drilled. The last straw was our second bed which came without instructions. When we looked them up, they said we were missing MANY of the bolts needed. We contacted customer service, they wanted to replace the exact number missing instead of just sending a new hardware box. They totally ignored us when we said fine we want return the whole thing and then sent he hardware, missing parts again. Turns out their instructions are just out of date and wrong, INCLUDING the ones the customer service person sent us.
They said if we were upset to put a review on their website but if you give under 3 stars they won't send a confirmation email to post it! If you leave a negative comment on Instagram they delete it and block you.
Fake Canadian company drop-selling garbage slapped together in China with a decent website. Don't bother and if you do, don't complain when its total garbage.
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Steven Antonacci, Canada via Trustpilot
⭐☆☆☆☆
Really horrible experience and scam of a company
Received a damaged bike. The main bracket is cracked. When I actually get a hold of customer service they are telling me to send the bike back at my own cost and they will determine if it was used! I called my credit company company and reversed the charges.
Fake Canadian company drop-selling garbage slapped together in China with a decent website. Don't bother and if you do, don't complain when its total garbage.
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Ryan Hodgins, Canada via Trustpilot
⭐☆☆☆☆
BUYER BEWARE
BUYER BEWARE. Products are garbage arrived damaged and defective and you can’t get ahold of ANYONE to get your money back. Take your money elsewhere.
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Sarah, Canada via Trustpilot
⭐☆☆☆☆
Baby product was unsafe
I'm posting here, because Coco Village blocked my review on their site, and they don't allow reviews on Facebook or anywhere else that I can find. I received a really cute "baby's first toy" puzzle for my daughter for Christmas. But it is totally unsafe! Pieces are way too small - she put them in her mouth immediately, a total choking hazard. I took it away. I read that toys are supposed to be a certain size to be sold for babies. If that's the case, this product should be pulled for sure. She has other baby puzzles and none of them are made with small pieces like this one. Because of this incident, I do not trust that their toys are following safety standards for babies and kids.
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Tommy via Trustpilot
⭐☆☆☆☆
Horrible company
Horrible company! i ordered a bed from them and some pieces came damaged and unfinished properly. Very cheap materials and no quality control. So i let them know and they brushed me off. They took no action to resolve my order. Showed no interest in helping me. No care or concern for my satisfaction. They also deleted and blocked my reviews on other platforms.
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Karin Stock, Canada via Trustpilot
⭐☆☆☆☆
Super disappointing experience with…
Super disappointing experience with them. I bought a grocery cart for my daughter for Christmas, without knowing my MIL did as well but found out 2 hours after i had ordered it she did so i called them right away to cancel my order - they wouldn't (i work for an ecom company and am well aware of what companies can do - even smaller ones). The CS person said, not to worry we'll ship you your order and you can just sent it back. After back and forth it then came out that i was to pay for returning shipping. I asked to speak with the manager and requested a return phone call, and they never called me nor even emailed me. I'm truly disappointed with this experience, they could have very easily helped me with this but didn't care less.
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Dilly Dilly, US via Trustpilot
⭐☆☆☆☆
Is it worth it?
Got the house bed for my daughter. For the most part, it is great but a vertical piece has pulled out within the first use of the bed. I reported it, and waited about 2 weeks for a response only to tell me that I put the bed together after 30 days and therefore there is nothing they can do! NOTHING? You can just send me a replacement of "Piece 9" of the bed??!
Think twice before purchase!
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Jessica Galand, Canada via Trustpilot
⭐☆☆☆☆
Paid for a bed they have no intention of sending me
I ordered a bed for my son and when it still had not arrived almost a month after it was supposed to I contacted the company to find out what was going on. The customer service agent was nice and easy to deal with but apparently what happened was that the amount of stock they had sold did not match their on hand inventory because some of the beds didn't pass the quality control inspection. Rather than notify me they just didn't send me a bed. So I have paid for something I am not going to receive and I've been told my options are a refund or be given a discount code to repurchase the bed but in a different color (they have no idea when the color I purchased will be back in stock) when it comes in again months later at the same price I initially paid (I purchased it during their winter sale). I don't consider either of these a solution as I purchased a bed and am now being told there's no way I can receive what I bought. Do better.
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Mika, Canada via Trustpilot
⭐☆☆☆☆
I wish I wouldve read the reviews…
I wish I wouldve read the reviews before purchasing from this deplorable company. Makes me ashamed they are a Canadian company. Unfortunately their comment\review section is disabled on FB for a reason, like everyone else said. I hope my review will discourage futur buyers to loose their money. Service is ridiculous, items come damage with missing pieces, quality is worse than chineese products (which they are importing from China), just the worse company ive ever dealt with. I only asked to exchange a matress that was never opened because their website gives misleading information but I got a straight NO because its been over 30 days BUT they never considered the fact that its been over 30 days because I had to wait WEEKS before receiving the MISSING items from my bed to be able to put it together AND realize afterwards the mattress was too thick. I could go on and on about my case but what is for sure is that I WILL NEVER RECCOMEND THIS company to anyone and will never ever purchase from them again. I will do everything possible on social media to discourage other futur buyers.
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Never shopping here again, Canada via Trustpilot
⭐☆☆☆☆
THIS COMPANY IS DEPLORABLE
For anyone considering shopping at the shady Canadian company, please don't. A significant amount of orders are arriving with completely damaged and defective items. And some orders aren't arriving at all. Customer service is horrendous. They don't answer their phones, and are rude and uncaring. They tout themselves as a Canadian company, misleading the public into thinking that merchandise is manufactured in Quebec. Their merchandise is cheaply made in China, and quality control seems to be severely lacking. Our order arrived damaged, and was even missing drilled holes, so we couldn't properly assemble it. We are most definitely not an isolated incident. Since receiving our order, we've witnessed numerous comments and concerns posted on their social media and on private parenting groups/forums.
To make matters worse, this company deletes any negative comments or reviews on their social media, and then blocks customers. They don't have their review section activated on their Facebook account for a reason. It seems that rather than addressing customers concerns with their orders, they'd rather delete comments and pretend they are a reputable company.
Steer clear!
Edit: SINCE FEBRUARY 3, 2021, THEY'VE DISABLED THEIR VARIOUS GOOGLE PROFILES NUMEROUS TIMES BECAUSE SEVERAL NEGATIVE REVIEWS WERE ROUTINELY SUBMITTED BY CUSTOMERS.
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jaclyn pasimio, US via Trustpilot
⭐☆☆☆☆
Take your money elsewhere
Take your money elsewhere. I ordered a bed frame for my daughter in Oct 2020. It didn’t not get delivered until December after what seemed to be a million email and phone exchanges. Don’t waste your time! Will never do business with this company ever again.
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Jay, Canada via Trustpilot
⭐☆☆☆☆
Worst Customer Service I have ever experienced
I pre-ordered (paid in full) a house bed and mattress in early October. The items were promised to me by October 31. The bed and mattress themselves are fine, however it took until December 30 before I finally had all of my promised items. The customer service experiences (multiple phone calls and emails) to sort out all of my many issues were horrible. I do not recommend this company to anyone.
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Customer, Canada via Trustpilot
⭐☆☆☆☆
Do not shop here
I would not recommend this shop AT ALL.
They make it sound like they are Canadian but it is the same cheap stuff from China that you can get on Amazon. I decided to replace some grey play mats with white crosses that I bought on Amazon for 69 bucks each, because they were cheap and slippery as hell. Bought similar ones from cocovillage (white with black crosses) for 99 bucks apiece, thinking they would be higher quality. They are the exact same thing!! Same material, same dimensions, even the pattern is clearly the exact same stamp. They fit together perfectly, very obviously manufactured in the exact same place. The only difference was the color and price.
On top of that, I ordered a bunch of toys for Christmas. The website said they would arrive by the 22nd so I put in an order. Of course they did not arrive. The tracking said "held at terminal". So, after getting hung up on and sitting on hold for 90 minutes with Canpar I finally learn that they don't actually deliver every day of the week and that was just not my day... they said hopefully it will arrive next week maybe? So I had to scramble to replace those gifts and now I have this pile of cheap toys (that were not cheap to buy!) that we don't need. They put that delivery date on their site to encourage Christmas shopping knowing those purchases weren't going to make it because they used the cheapest most unreliable courier ever. So deceptive.
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Chelsey Thomas-Brooks, Canada via Trustpilot
⭐☆☆☆☆
Never again
I’m not one to make posts like this, but I have never experienced anything like this before, and I’m beyond frustrated 😤
I was so excited to give this Canadian toy company, Coco Village a chance after I received their catalog in the mail, but honestly I’ll never order through Coco Village again.
I’ve been trying to track down my package since the beginning of the month. I never received anything like a receipt, never got a shipping notification, and my tracking number is somehow “invalid.” I was told to go to a Canpar depot to pick it up two separate times, and it wasn’t there either time. As someone who’s worked customer service in the past, I was shocked when their customer service rep didn’t offer any real solutions other than telling me to go back and check the depot again. They were rude, and passive aggressive. Absolutely ridiculous. I have a baby I have to schedule around, and like many others I’m on a limited income due to the pandemic, so I really can’t be driving back and forth all over town and burning gas looking for something that isn’t there.
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Susan Bagwell, US via Trustpilot
⭐☆☆☆☆
Do not deal with this company!
Do not deal with this company!
I should have known when I could not find an item in the US and they had plenty..AND now have plenty to sell @ 25% off! IT's NOT THE REAL THING you thought you were getting your grandchild for their first Christmas! You can get in touch with no-one to cancel an order within minutes of realizing your mistake in the midst of getting overly excited. (Their site is so "pretty" and "upscale," and normal pricing, it's the first time I haven't googled a company I've dealt with for the first time.). Don't make my mistake!! And who wants to pay to ship back to Canada AND oh...Customs fees!
Grateful for AMEX Platinum!!!
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Inga Huebner, Canada via Trustpilot
⭐☆☆☆☆
Send out broken and low quality items…
Send out broken and low quality items then refused to replace them after they offered a replacement.
Never again.
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Lauren Boettcher, Canada via Trustpilot
⭐☆☆☆☆
I would NOT recommend shopping at…
I would NOT recommend shopping at Cocovillage! There is zero customer service and when you FINALLY get to talk to someone they brush you off/ignore you and can even be rude. Just like another reviewer said - they spend more time cleaning up their online image and hiding/removing legitimate reviews on their social media than they do actually caring about their customers. Terrible company! Buyer Beware!
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Brandon D, Canada via Trustpilot
⭐☆☆☆☆
Chinese product marketed as Canadian and customer service doesn't exist, order at your own risk.
I would not recommend dealing with this company. Their customer service does not exist. My wife placed an order for a balance board which appeared to be in stock, waited the allotted delivery time and no delivery or shipping confirmation and the website had changed from "in stock" to "pre-orders". Called into customer service who did not seem to have the order, claimed they would look into it and follow-up with us in a day or two (this back and forth began in November). After weeks of back and forth which was all driven by us, there was absolutely no un-prompted follow-up we discover in mid-December that they have no stock and dropped the ball on our order, luckily we found a local supplier that produces the same products for 1/2 the price so Christmas wasn't ruined, I understand you might run out of stock when your product is manufactured in China (or somewhere else overseas), but at least have the courtesy to tell us so and not avoid having that difficult conversation.
To top it all off, we said ok, forget it we'll take a refund, nearly a month later we are now into January, been checking for a refund and nothing has arrived and my wife just got a shipping confirmation...
I understand you ran out of stock, maybe dropped the ball on not getting back to us once, but at that point our case should be elevated and you should AT LEAST do what you're telling us you're going to do and not force us to drive the entire process, you had many opportunities to close the loop here and regain some faith and refused to do any of it... icing on the cake is we now have to deal with a return which will likely take another 6-8 weeks...
Us and everyone we know will never be purchasing from this company again and we had a decent experience the first time but the fact that at NO POINT in this process were we actually prompted by Coco Village we will avoid another possible situation like this.
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Canadian Mama, Canada via Trustpilot
⭐☆☆☆☆
Shop Elsewhere!
This company advertises being Canadian but imports their beds.
When ordering a bed they could not locate the order. Sometimes it was in transit to Canada, sometimes it was in a warehouse being inspected.
No one responded to emails in any appropriate amount of time (took 12 days), despite my getting a notification of delay that said I had a customer service person assigned to me all I was ever given was a generic email.
They have no one available by phone.
After commenting on a photos I was blocked from future commenting despite my comments being factual.
After advising people to read a review site before their purchase suddenly there were several positive reviews and now all reviews have been removed entirely.
This company was not transparent with me, heavily manages their online image by removing reviews or comments and is someone I’d highly recommend avoiding doing business with as a result.
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Complaint Type: Problems with Product/Service via BBB
01/02/2021
I purchased a double over double bunk bed from this company for my child December 30. It arrived to be first week of January and we opened to assemble on the 11th of January. There were multiple pieces that were broken and glued back together. I notified the company th assume day and they said they created a replacement order of the 4 pieces needed to assemble the product. It is now February 1 and still no pieces have arrived and they did not respond to my latest attempt to reach out to find out where the replacement pieces are. So we have a mostly assembled bunk bed with missing pieces, I can assemble with the broken pieces but it is unsafe for anyone to use. We spent over a thousand dollars on this bed and the quality is horrible and customer service matches the quality of the product. They are selling children’s furniture, it should be safe to use and held to a high standard.
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Complaint Type: Problems with Product/Service via BBB
11/01/2021
I ordered a baby walker on November 1, 2020 and received it November 20, 2020. That same day I emailed customer service regarding multiple defects on the item, including pictures. There is a hole on the rim of one of the wheels, stripped wood and multiple clumps of paint/ scrapes on the item. I received an automated email immediately and then did not receive another email until December 11, 2020 (automated) that said if I still had an issue I needed to contact them again. So I sent another email December 12, received same automated email response and then another automated email on the 17th again saying that if I still had an issue to contact them again. On January 6 I sent yet another email and received an actual response that day asking for photos and stating they could give me a gift card or replace the item. I said I wanted a refund or the entire item replaced. I have not received a response since.
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Complaint Type: Problems with Product/Service via BBB
21/12/2020
*** I purchased a bed from Coco Village that was delivered on September 8th to us. Unfortunately I've had multiple issues with this bed and had no attempt from the company to resolved the problems. There has been multiple emails that I can provide to see the full history but please see a summary below. #1 Incorrect screw provided (M6X80 and not M6X90) – Coco agreed to send replacement screw. No further update ******** ***** #2 Faulty rail #16 manufacturing ******** ****** – Coco village refused to resolved this issue due to the 30 day policy and suggested to “..add a white screw caps…” and go to my local hardware store ******** *****. #4 Fault part #9 thread insert has come out of the wood ******** ***** #5 Trundle bed has damaged part and unsafe for toddler ******** ***** #6 Trundle bed slats are in terrible condition where the ‘wood’ has split in several places. I can see an attempt with a stapler has been made prior to sale ******** *****
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Complaint Type: Delivery Issues via BBB
13/12/2020
I was so excited to give this Canadian toy company, Coco Village a chance after I received their catalog in the mail, but honestly I’ll never order through Coco Village again. I’ve been trying to track down my package since the beginning of the month. I never received anything like a receipt, never got a shipping notification, and my tracking number is somehow “invalid.” I was told to go to a ****** depot to pick it up two separate times, and it wasn’t there either time. As someone who’s worked customer service in the past, I was shocked when their customer service rep didn’t offer any real solutions other than telling me to go back and check the depot again, and I have yet to hear from them since. Absolutely ridiculous.
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Complaint Type: Problems with Product/Service via BBB
10/12/2020
I purchased a balance bike for my toddler. While riding the bike, the back wheel fell off. My husband tightened all screws and reattached the wheel. Not even two weeks later, the wheel fell off again. I emailed the company and I’m told I need to pay them $25 for two small screws and was not given an apology for the extremely dangerous situation their inferior product put my daughter in. My emails have been nothing but nice and I have kindly requested them to waive the $25 fee. I’m told this is not possible. I ask to speak to a supervisor and I was told on two separate occasions that one would contact me within 72 hours and both times, I have not received any contact. I’ve since sent multiple emails and I am not receiving any response. It has now been a month since I have been requesting a response. My two year old could have seriously injured herself from this inferior bike. Had this happened, my course of actions against this company would be VERY different.
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Complaint Type: Problems with Product/Service via BBB
09/12/2020
I’m have made an $800 purchase (including $100 shipping charge) from coco village on Nov 5, with an estimated delivery within 7-14 days but my order was never shipped. I followed up with coco village 7 times in the last 5 weeks. I’ve had multiple phone conversations and an online chat conversation with customer service representatives. I’ve never received response to my emails or a shipping confirmation email promised to me on multiple occasions. During each conversation, I was told that there is no issues with my order and there are no reasons for delays since all the items were in stock when I made my purchase and I paid in full. Each time I was told that my order will be shipped immediately and delivered within a week. Even though my order was promptly charged but never fulfilled, customer service has stopped communication with me completely.
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Complaint Type: Advertising/Sales Issues via BBB
17/11/2020
I ordered an evolution bicycle in September for $199 and now just 2 months later their regular selling price is now $99, They won't give me credit on a future purchase. I was planning on buying more toys for my little kids for Christmas but it's over!
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Complaint Type: Problems with Product/Service via BBB
09/11/2020
I ordered this play mat for my daughter and after using a few times pieces get detached and got very lose. The quality is really bad. I contacted customer service and no one wanted to help me. I requested a call with the supervisor and they did not have a decency to give me a call. I do not recommend this product. Save your money and time I tried leaving a negative review on their product and they did not post it. All reviews on their site arr not representative because they only post positive review. What a disgusting brand.
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Complaint Type: Advertising/Sales Issues via BBB
15/10/2020
I purchased two play mats from Coco Village on September 3, 2020 and received them on September 22, 2020. The colour for one play mat is completely different from the one displayed on their website (attached photos). On the same day I received the play mat, I reached out to the customer experience team at Coco Village to express my concern about the colour discrepancy. The representative replied “Yes you are correct I can notice a difference in the color on our website compare to the one you received. I am not fully sure of what happened here as we only offer one tone of grey for this model (usually). Are you completely unsatisfied with the product and would you like to see if we can send you a different one or are you ok with it? I could give you a store credit if you decided to keep your current playmat.” According to the representative, this is the return instruction I have to follow to have it exchanged: “Return your item with all original parts in its original packaging. Be sure to identify your return with your order number, and you can use the carrier of your choice (post office or courier service), provided it offers a tracking service. Once the item has been shipped, you will need to send us an email/message confirming the tracking number associated with the return of your item, as well as the exact name of the item you wish to receive in exchange. Please note that you will have to pay the return shipping cost and that your item must be returned to us within 72 hours of receiving this message. The delivery address for the return is: **** ******* ****** ************************* ******* ****** *** **** “ I expressed that I did not want store credit or the same product but instead I want another model since getting the same one would simply just mean getting the wrong product again. After a few conversations, I guess he got frustrated and sent me the following reply: “I would not be able to justify to my warehouse/supervisor why I am sending you a ''free'' product. I offered you a promo code of 50$, but I understand that this is not what you want. So, this leaves us with 3 options. 1- You keep the playmat even if you are not fully satisfied. 2 - You send us yours back and we can exchange it for the one you want. 3- You make a completely new purchase” After reading this email, I requested to speak to the supervisor instead but no one responded. At this point, I am completely disappointed with Coco Village that they would make me go through this, ask me to make all unnecessary steps to rectify their mistake and make me pay shipping fee to send the defective product back. What kind of reputable company makes their customers pay a shipping fee to send back a defective product? The ironic part is I received two feedback emails which I filled out and submitted but no one reached out at all. I tried to login to the Coco Village website to write a review, but found that they had erased my account as I received a message stating that the email I registered my original account did not exist. So, I tried re-registering with the same email and it worked! After 3 weeks with no response I reached out again and got a standard reply from the ******* ** ******** ********** at Coco Village. They are not making any effort to resolve my dissatisfaction except to ask me to follow the return procedure. Hello, This is ****** from Coco Village and I thank you for reaching out regarding this. I am sorry to hear that you are not entirely satisfied with your product, and I understand that the color is not what you expected. It is important to know that products may appear lighter or darker depending on the lighting. I can confirm that we do not use any intense editing of our photos and neither do we use any filters on our products pictures. Our products are always photographed under direct, natural sunlight only. It is normal for the item to appear darker if it is not under the same lighting. I do understand your concern and that you are disappointed in the product, which is why we have a friendly return policy allowing you to return your item up to 30 days after delivery. If you are still within the 30 days of delivery of your order, you still have the possibility to return your item in compliance with our return policy. Please let me know if you would like to proceed with the return of your item and I will gladly assist you, Thank you very much and have a good evening, ****** I have spent enough time going back and forth with Coco Village. In all honesty the play mat is the same color under the daylight and there is a big color discrepancy from the one they are selling on the website. I can’t stress enough how unacceptable it is to ask your customers to pay to ship back a defective product. Anyways, it seems like Coco Village is just making the return/exchange policy so difficult that customers just eventually give up.
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Complaint Type: Problems with Product/Service via BBB
05/10/2020
I was browsing the CocoVillage website to see how much a bike would be including tax and delivery. In order to get this total, I had to put the item in a “cart”. I accidentally hit the purchase button. Immediately, I attempted to contact their customer service. There was no number I could call, but I was given an email address. Again, immediately, I sent an email letting them know that the order was placed in error. When I received the email notification, there was no option to cancel the order. I was not able to reach anyone, and did not get a response for over a week. In the meantime, I attempted to cancel the shipment with their delivery service, (******), and I was told they would leave a message for the driver, but the package went out anyway despite my efforts. I declined the package and had it returned to sender, because I was still unable to reach anyone (sent another email). I was still charged for shipping. I was told that because of the pandemic, and because their system doesn't allow for cancellations, I would have to just accept that I had to pay for shipping. I tried speaking with different customer service reps, and was basically told that they did me a “favour” by even refunding the other amount. They asked for some grace for their delayed customer service response due to the pandemic, but were not willing to offer me the same because I couldn’t reach anyone or because their system is subpar. Also, they tell me that shipment occurs instantly, and why they can’t cancel, however, I have record that it wasn’t sent for shipment for a full day
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Complaint Type: Problems with Product/Service via BBB
26/08/2020
I reached out to this company in May 22nd 2020, regarding missing and defective pieces on the purchase of a child’s bed – I was assured these replacement pieces would arrive in July. It is now the end of August and I still have not received a response or update regarding these items. **** ***** ** ********** ************ ** *** *** ****** ** ********* *** ** ******* *** **** ******* * ***** ** ***** ** *** **** *** * ****** **** *** ******* ** ********* ***** ****** ** ** ** *** **** *** ****** **** *** *** ***** *** ********** *** ***** ********** **** ******* * ****** ***** ** ************. I have reached out to their customer representatives repeatedly and they have been completely unresponsive. This company does not have a phone number and the customer service is completely non-existent. Responses to my e-mails have been generic, stating someone will reach out to me within 2-3 days but no one ever does.
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What can I say - same experience as the others who have commented.
ReplyDeleteJust call your credit card company and get the charge revierses. You can also put in a complaint against them with BBB and VISA/Mastercard for violating the terms of services if they will not refund you.