cocovillage.com Arvostelua 133

I ordered two items from Coco Village in early January. Eventually my order shipped, and my confirmation email showed both items shipping. When the order arrived, only one item was in there - with a packing slip showing the item I didn't receive crossed out. I contacted Coco Village and it took a week for them to finally email me back. They were "willing to offer a replacement at no extra charge" (worded like they were doing me a huge favour!) I accepted their "offer" and a week later I finally get an email back saying that the second item will ship sometime between February 1 and March 1st. WHAT? Why would it take so long? They are just selling cheap made-in-china garbage, using outsourced customer service and a poor 3PL centre to ship items. Do not expect good quality or good service. Find a local company with real employees and give them your business instead.

I ordered December 2nd from Cocovillage, received my tracking info December 8th. I have not gotten any updates and Canada Post is saying only the shipping label has been created. Tried calling and emailing. Just received a Ai chat bot. This is past the expected shipping time and I can't get in contact for a refund.
UPDATE: I finally got contact via phone and my package was delivered last week!!

They shipped out part of my order and was missing one item which was confirmed but didn't ship yet. I emailed them a week after I received my order to inquire on the second half of my order and an automated reply said they will notify me once they ship it out so I can track it. After a few days I inquired again just to see if it'll be arriving in time for Christmas and was told through chat that the item I was waiting for that was CONFIRMED is out of stock. The item was my son's Christmas present and I missed out on black Friday sales and other sales that are now over and nobody notified me it was out of stock until I inquired which makes me think they wouldn't have even caught this mistake if I kept waiting till closer to Christmas it probably just wouldn't have come . Now all they can do is refund me but now the other options I had that are similar are either out of stock or no longer on sale and apparently even if I waited past Christmas they won't even ship it to me once it's back in stock...

J'ai commandé un lit cabane, il me manque une pièce pour pouvoir monter le lit. Le service client est exécrable, impossible d'avoir une personne qui réponde correctement à notre demande pour résoudre notre problème. On paie un lit très chère et 0 service client. Je ne te recommande vraiment pas de commander à Coco village. Nous avions choisi cette compagnie en voulant travailler avec du local mais ces comportement fait une très mauvaise pub à toutes les compagnies locales.

Coco village sent us a broken play kitchen. They would not accept a return because the product "did not meet their requirements for for return". These requirement insisted that the box not be opened. I am not sure how we would be able to tell if the item was broken without opening it, but it doesn't matter because they have our money now and have no intention of giving it back.

The company also would not respond to our emails asking for support. We needed to contact them by phone. The whole experience has been disheartening.

The company gladly took our money, sent us a broken item, and offered no support for the broken products. Avoid at all costs.

I purchased the workshop playset for my child’s birthday. When I finally opened it to assemble it, it was very damaged and poorly manufactured. The company refused to do anything about it. This company just sells overpriced, poorly made toys. Avoid them!

I bought a dollhouse at $249.99 and while assembling my husband noticed that one of the walls exterior was damaged, like it had been returned or someone tried to repair it. I called to tell them the issue and they said to continue assembling it as they would never ask us to return a part. They offered me a $50 gift card to use within one year. They said they can not accept any returns on items they have been assembled
I mentioned that if you buy a car brand new and it arrives with scratches would you accept a gift card on your next car purchase
They don’t care about their customers so maybe people should stop buying from them.

Terrible customer service. I purchased a play mat with a defect and they only offered me $20 store credit. I wasn’t even able to exchange it and I sent them a video too. Not worth spending a penny there.

I purchased an Educational Tower for my son. Two of the parts are very obviously defective. I am being told that, because I placed my order over 30 days ago, there is no solution. This is completely unacceptable. I paid for a product that is not as advertised. Cocovillage sells products for young children, who are growing quickly. It is very common for parents to buy products in advance. The defective parts should be replaced when available. Very disappointed with this customer service.

Cute looking but excessively poor quality products made in China sold for a premium price. Bought several items from here, all flimsy. The playkitchen was incredibly flimsy from day one (shelf that is cardboard thin and the “oven” door who’s screw doesn’t even remain screwed in as the material is so cheap and completely fell off within a week (note this is a part that comes pre-assembled from the factory!). Contact customer service and they’ll give you terrible options such as a partial in-store credit on a future order. Meanwhile I paid for a dilapidated product I can’t use properly! I demand a full refund to my credit card or a replacement.
After much back and forth, they agree to a replacement. 6 weeks later and still no sign of a replacement.

Awful experience. Received their dollhouse that had improperly pre-drilled holes in the sides causing it to be unlevel, and screws that have started to punch through the sides, not only compromising the aesthetic of the toy, but also the safety where it could collapse at any point when being played with. Despite their online policies stating that they would replace the defective parts or piece, they refuse to address the issue, and have only offered a nominal gift card or refund, still not resolving the issue with our very expensive purchase through their store.

DO NOT order from this website especially if you are not located in USA/CA. They are definitely NOT A LEGIT business. They say they ship internationally so I ordered from them as a gift to a friend. After two months of not responding to my emails and calls I contacted them again via chat and they asked for additional shipping cost to ship this out to europe. So for an order of 220eu the total shipping cost was already 120eu. I stupidly agreed and then they send a tracking number to my friend. Then courier asked for another 140eu in customs-although when I asked coco village they said there will be no other costs, so I assumed that customs were already prepaid in the 120eu. Nowhere on their website or at checkout these costs were mentioned. I told them to take the package back as I was unwilling to pay the extra 140eu and they said this is "no comply" return so they wouldn't accept it and they could only refund me for the 25% of the item's value-and of course not the shipping cost. These terms are not mentioned anywhere on their website and all these additional costs.

Horrible customer service, subpar product and terrible shipping.

Finally received my floor bed and rails after two months of waiting with non responsive and borderline rude customer service representatives. When purchasing the product, I was give a one month shipping timeline. One month arrives and pasts with no communication from the company. After serval calls I finally was given the rude response that the bed is coming from overseas and they have no control over customs. Don’t give customers a timeframe if you can’t keep it. The bed and frame arrive damaged - several pieces has the paint completely off. When informing the company of the issues I was told that they could send replacement parts that would arrive in 3 weeks. So the company wants me to wait a total of 3 months from a floor bed from China that I could have just purchased from an online retailer and had shipped overnight. So I am currently going back and forth with the company to get a refund which they do not want to honor. Stay clear of this company. It is all smoke and mirrors.

Placed an order 11/25 for an in-stock item at the time. Got a email stating it was on its way.Kept waiting and waiting for delivery. Checked UPS shipping history and it said label was created and it never moved further than that. Online chat tells me the item is now out of stock and I can replace it for something else, but hardly anything available to chose from, so now my 20 month old granddaughter will not be getting the one thing her parents specifically requested for Christmas due to an error on your part. Never got an explanation as to what happened and why it was never shipped.

My order never arrived! I was never sent an update. Tracking still says in transit an entire month later!

We ordered several items for gifts and one of them, the oekaki drawing board, had the box opened and the screen looked damaged/used. We reached out to customer service and they said it was definitely new and that sometimes the products do get opened to verify quality at the warehouse. If this is the case, why was there no notice informing the customer about this and how did it get past quality control with the obvious condition of the screen? Either customer service is lying to us and it really is a returned item that was resold to us as brand new, their quality control is poor, or the quality is just poor overall. Since we had used a discount code on the overall purchase, we could not return the product. We were offered a gift certificate for the amount we spent, but we declined because we dont really want anymore products from them after this experience.

Product is beautiful, but the boxing arrived damaged and opened. I was extremely disappointed as this was meant to be a gift. Reached out to customer service regarding the issue and due to the fact the actual product didn’t appear to be used or damaged they refused to issue a replacement. Will not be purchasing from this store again due to this. Cannot trust that products will arrive in an acceptable condition or that customer service will rectify the issue

Very cute toys and good quality, can’t wait to order more when more come back in stock.

The absolute worst customer service I have ever encountered. Purchased an item through a baby gift registry and it was extremely unclear when the item would be received. After several days and still no shipping information I contacted them. I waited on hold for 40 minutes before finally getting someone to tell me my item had not been shipped out yet. As I needed it for a baby shower that weekend I tried to cancel the order. They refused to let me cancel saying the item I purchased was on sale. I asked to speak to a manager to try to stop the order and they told me I had to wait up to 72 hours to hear from someone. After still never getting a call back i sent another email requesting to have a manager call me and then I received only an email saying that I was in contact with a manager via the email and that they were sorry but they could not give me a positive response. So basically just too bad. I received the item after the baby shower, which I already paid $15 to ship and now have to pay again and hassle to the post office to have it to shipped to the person I was giving to. I will never purchase from this place again.

While customer service ultimately fixed the issue, the woman I was chatting with was very demeaning. I made a purchase on Black Friday when items were 50% off. The code was applied, it showed 50% off when I clicked purchase. However, when my purchase was confirmed it showed I was charged full price for my items. I used the live chat to resolve the issue but at first the customer service rep only offered me a gift card for the difference. She said I should have made sure the code was applied correctly and that it was an error on my part not the website. Despite the fact that the code was applied, making demeaning comments to your customers is a good way to make sure you lose their business in the future.