Complaints

This profile includes complaints for Treehouse Toys's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Treehouse Toys has 2 locations, listed below.

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  Treehouse Toys

  Tsawwassen Mills 5000 Canoe Pass Way Tsawwassen, BC V3J 1N4

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  Treehouse Toys

  4800 Kingsway Burnaby, BC V5H 4J2

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:22/09/2025

  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 September 20, 2025, at 8:50 PM, I visited Treehouse Toys in **********************, and picked up a toy that was clearly marked with a price tag of $6. At checkout, the cashier told me the price was actually $60.When I mentioned the displayed price, the cashier called the manager. The manager confirmed over the phone that I must pay $60 and refused to sell the toy for the $6 price shown on the item.I agreed to pay $60 but said I would also file a complaint. The cashier then threatened to call security to remove me. Security staff arrived, and despite my willingness to pay $60, the cashier refused to sell the toy at all. When I asked for staff names, the cashier refused and raised their voice.I believe this is misleading pricing, refusal of service without valid reason, and unprofessional behavior. I have photos of the $6 price tag as evidence.I am requesting BBBs assistance in addressing this matter.

  Business Response

  Date: 23/09/2025

  Dear BBB Representative,
  We are writing in response to the complaint regarding an incident at our ************** location on September 20, 2025.
  The concern arose from a pricing error in which an item was mistakenly tagged at $6 while all identical products were correctly priced at $60. Our staff explained this mistake and informed the customer of the correct price. Under the BC Business Practices and Consumer Protection Act (BPCPA), retailers are not legally obligated to sell items at an incorrect price due to labeling error. (Ref: BPCPA, s.4)
  The customer disagreed, raised their voice, and insisted that the item must be sold at $6. The situation escalated when the customer refused to leave after closing time, at which point mall security was contacted. The customer then called the police.
  Our staff and manager remained professional, followed mall policy, and prioritized the safety of all customers and employees. At no time was service denied for any improper reason; the store simply could not sell the item at the mislabeled price.
  We regret that the customer left dissatisfied, but we believe our team acted appropriately, courteously, and in full compliance with both the law and company policy.
  Sincerely,

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 23913529
  
  I am rejecting this response because:

  Dear BBB Representative, I would like to clarify and correct several points:
  After being informed of a pricing error, I explicitly agreed to purchase the toy for $60. Despite this, the cashier refused to sell the item to me.
  The cashiers behavior was unprofessional: he raised his voice, refused to provide his name or the managers name, and threatened to call security simply because I insisted on fair treatment. I remained calm and asked the cashier to lower their voice.

  It is incorrect to state the incident occurred after closing time. When security arrived, another customer was still completing a purchase at the register, so the store was still open.

  My complaint is about being denied service even after agreeing to pay the correct price and the unprofessional, threatening conduct of staff. I respectfully maintain my complaint and ask that BBB continue to pursue this matter on my behalf. 

  Business Response

  Date: 01/10/2025

  We would like to provide clarification regarding the consumers recent remarks:
  

  1. Store Closing & ***********************start="373" data-end="376"> According to the information we received from our store at the time, when the customer expressed willingness to purchase the item at $60, the store had already closed. Once closing time has passed, our POS system does not allow further transactions. For this reason, the sale could not be completed. If the customer still wishes to purchase the item at the agreed price, we invite them to return during regular business hours so that the transaction can be properly processed.
  

  2. Conduct During the *****************start="893" data-end="896"> We verified the situation with mall security. Their account indicates that it was the customer who raised their voice and made threats, including statements about calling the police and meeting in court. Based on this third-party report, our staff did not act in the manner described by the consumer.
  

  3. Confirmation via CCTV
  A review of store CCTV confirmed that the incident took place after store hours. This supports our understanding that the transaction could not be processed once the store had officially closed.
  

  We respect the consumers right to submit a complaint to the BBB. However, we believe it is important to clarify that the allegations of threats and unprofessional conduct from our staff are not supported by the available evidence. If such threatening behavior had truly taken place, security personnel would have escalated the matter by contacting the police, which did not occur.
  We remain committed to serving our customers fairly and professionally. Should the consumer wish to complete the purchase of the product at the corrected price, we are open to facilitating this during business hours.
  

  Sincerely,

  Treehouse Toys