This business is not BBB accredited.Additional Locations
Phone: (877) 741-6154 Fax: (608) 268-8366 View Additional Phone Numbers 4730 E Radio Tower Ln, Olney, IL 62450
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This business is not BBB accredited.
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for InStep include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 4 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMitzi Krone, Director of Customer Serv
Toys - Retail
Alternate Business NamesKid Trax Toys Pacific Cycle
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Additional Phone Numbers
- (608) 268-8310(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Star Rating scale
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Read Complaint Details
Complaint: I bought a product from this copy through Toys R Us in December of 2014 (I have proof of purchase). The product has not been working for over 2 months now and I am trying to get reimbursed for the product in full payment. The company did reach out and send me parts to replaced to try and fix the product but they did not work. The warranty also stated that they could have a certified dealer look at the product to fix it but none was ever referred. All the parts that they sent did not fix my issues so at this point I just want my money back. They are to reimburse me for $352.26 (initiated August 3, 2015) which is suppose to take up to 14 business days. I am allowing for the 14 business day to receive my check but the customer service seems to be very poor. They have managed to pull in an existing customer who does not work for the company into there request portal in my email string with them so this poor customer is receiving all the email transfers back and forth. I am just afraid that I will not be reimbursed from this company and I am preparing my complaint ahead of time.By the end of next week I should have my check so by the time this reaches the company they should be sending it in the mail. If not then they will know that I am just not going to let this ride. Product_Or_Service: Kia Soul Sing A Long
Desired Settlement: I need to be refunded in the full amount of $352.26 per warranty/mechanical defect of their product. This should be sent and delivered by August 20, 2015.
Business Response: Initial Business Response /* (1000, 10, 2015/09/21) */ A reimbursement was sent to the customer in the amount of $352.26
Read Complaint Details
Complaint: When I had my first child I purchased an Instep stroller, Schwinn, and I loved it and had no issues what so ever, which had aluminum wheels. Which is why I decided to get a double stroller with instep again with my second child. I purchased the InStep tandem double stroller that sits my kids behind each other which I love by the way. Until I started having issues with my tires, I have ordered on at least 4-5 occasions new tires, tubes and frames, But the tires keep on bubbling over or frame cracks! I live in Colorado so during the winter season I don't use the stroller at all. I am so frustrated and tired of these tires and wheels! 2 weeks ago I ordered more tires and intertubes and put the recommended air pressure and even called to double check. I even went to a tire store today to fix the problem and same thing happens. It keeps bubbling over. I'm over these plastic frames and the tires and need aluminum tires so this problem doesn't happen again. I Ordered more tired and tubes 2 weeks ago so I could have the stroller prepared for our family trip to Disney world leaving Feburary 2, 2015. I need this issue to be resolved by Feburary 1, 2015 so I know the kids will be safe and we can have a great trip. The model number on my current stroller is 11-AR224 the color of my stroller is blue and grey. Product_Or_Service: Instep tandum double stroller
Desired Settlement: In order for my issues to be resolved and enjoy InStep products and purchase more in the future I need my stroller replaced. The plastic stroller tire frames are not working for us, so another blue and grey stroller. Schwinn Turismo Swivel wheel double stroller jogger blue/grey. ************* Having our current stroller replaced by Feburary 1, 2015 for our family trip.
Business Response: Initial Business Response /* (1000, 5, 2015/02/05) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ***************@pacific-cycle.com Thank you for the notice. We will contact the customer to find an amicable solution. Kind regards, ***** *****
Read Complaint Details
Complaint: Cannot obtain parts for merchandise currently being sold. I purchased a Kid Trax 16v Dodge Viper (Model# ********** and it is missing the wall charger for the battery. I have completely assembled it and do not wish to return it. I simply want the wall charger. I called the Kid Trax Customer Service number and was told that I could no longer obtain this. This is baffling as this model is currently being sold, and on such sites as ********** and ************ I have wrote them a couple e-mails as well, but I have received no response.
Desired Settlement: I simply want a replacement wall charger for the Kid Trax Dodge Viper 16-volt battery.
Business Response: Final Consumer Response /* (3000, 6, 2014/10/13) */ Company responded and shipped a replacement charger to me. Case may be closed.
Read Complaint Details
Complaint: In Agust of 2013 I bought a KID Trax ***** ***** from ***-**** for my son's birthday. I assembled the ***** ***** as per the instructions and charged the battery in order to have the vehicle ready for my son's birthday. At my son's birthday the toy worked great for 5 minutes then it stopped working and could not be fixed. I have followed the trouble shooting guide for the toy to no avail. I have made two attempts to contact the company about this issue with no reply. Product_Or_Service: KID TRAX ***** *****
Desired Settlement: I want my son's toy fixed or replaced. It only worked for a few minutes and ruined his birthday. I have bought and assembled these Kid Trax toys before and have had very good results If I had known that their customer service was so poor and lacking in performance I would have bought a different brand name.
Business Response: Initial Business Response /* (1000, 10, 2013/11/05) */ I received the complaint on 10/31/2013 via fax and we'll contact the customer for an amicable resolution. Please update your files for contact information by email: ******@************* Kind regards, ***** ***** Sr. Director of Customer Service Pacific Cycle, Inc