ComplaintsforKids World Playsystems Ltd

• Initial Complaint

  05/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a polywood firepit table with (4) chairs on 4/28/23 for the marked price of $2,081.00. It seemed low to me, so I asked **** (salesman) if this was indeed the price, and he assured me that it was. Since it wasn't just the floor model price, I was able to pick out a different color combination, and **** called the ********* store to verify they had it available, which they did. I completed the purchase, and paid for it in full. I was told that they would call me within a week when it was transferred to the ****** location, and ready for me to pick it up. In hindsight, I wish I would of just taken the set that was there! Within a day, **** called back and notified me that the price was actually incorrect to the tune of an EXTRA $1,400.00 + tax. Apparently, **** told me that Kids World Play Systems uses a 3rd party company to make their paper price tags, and that the wrong price was actually that company’s fault. To me, the sale was final and I wanted the set I paid for, and **** told me he would talk to the owner, *****, and get back to me. After 1 week of waiting, I called ****, and he told me that ***** would work with me on the price, and meet me half way at $700 EXTRA. I told him that I would drive out to ********* and meet with ***** in person. I also asked ****, "what would you have done if I took the table & chairs that day? Would you come to my house & shake me down for more money?!" So I went out to their ********* location and met another guy named ***** He told me either I paid an extra $700 or I could just take only 2 chairs + the table. I told him no, and that I wanted what I paid for. Ultimately, they just returned the amount I initially paid, and I left with nothing.

  Business response

  05/26/2023

  Hello,

       After the customer had left the ********* location we called the customer and left a voicemail trying to let the customer know we would sell the fire pit to him for the  price that was tagged on the unit. The pricing was for the table only not the chairs. I personally called 3x with a voice recording saying to leave a message. Customer did not return the calls. We did make an attempt to correct the issues on our end.  With inventory of over 1000 pieces on the lot retail , prices are subject to change or need corrected from time to time. Splitting the difference wasn't an option for the customer so we decided to offer the unit for the incorrect pricing the customer asked for with no return calls. Over 25 years in business we strive to keep customers happy.

  Business response

  06/21/2023

  The company has offered to reconcile the discrepancy as stated in the prior response. Calls were made and voicemail was left with the phone number that I had received for the customer. The company decided to offer the fire pit set for the price the customer had requested after the owner was notified of the situation.  If this is acceptable we can resolve the pricing discrepancy and customer relation.

  Customer response

  06/26/2023

  Better Business Bureau:
  

  I just sent this email to them on 6/22/23 at 12:53PM:

  “I heard you are trying to reconcile the firepit set by offering it for the price that you guys sold it to me for originally. I have not received phone calls and/or voicemails from you regarding this proposed reconciliation, so I guess I will reach out to you directly (like last time). I am willing to accept your offer for the (4) fireplace adirondack chairs, and firepit table set in Weathered wood, more specifically, Invoice ****8 that I purchased on 4/28/2023 for $2,221.47 in Medina. 
  
  Once you can confirm delivery to your ****** location, I can come and repurchase the set and go on my way. I will consider it resolved and turn my 1-star rating into a 5-star rating on *****e, and also notify the BBB that the issue was resolved and I am happy. 
  
  Again same phone number as last time, ************, email address is, ******************.
  

  Regards, ******* ****”

  
  They are claiming they have contacted me

  but they haven’t yet!

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last Sept my family and I purchased the Panda play system. It was over $1000 & we paid to have it set up by the company that we purchased it from which was an additional cost. The day it was installed/set up in our yard the guy installing said he was missing a screw and he would return. He never returned. We noticed that same day that the screws were counter sunk too tight & the wood was cracked. The cracked wood was in several areas but our primary concern was the ladder in which our son has to take to get to the landing that leads to a look out area and the slide. Not to mention the moment he goes up the steps where there is cracked wood the first board on the landing area is the loose board. We called ********* **** ***** & they said they would handle. They never did. They asked do to wood inventory for us to call in Spring of 2021. I have made multiple calls, sent multiple pictures & was even directed to Warranty dept. Not one return call to correct. .We have been more than patient

  Business response

  09/28/2021

  This is in response to complaint ID *********. I had originally spoken with ******** *** on 7/28/21. She had explained to me that when she originally had the playset installed (4/27/20) there were some issues with the lumber and screws. I'm not sure if those issues were discussed with the subcontractor doing the installation but none of us in the office knew at the time that there was any issue. Prior to ******** and I communicating she was working with ***** and ******** They had received pictures of the issues that ******** wanted addressed. I can send said pictures. When receiving the pictures we forwarded them directly to the manufacturer for a warranty claim. After reviewing the pictures the manufacturer said that some of the pieces needed to be replaced. Other pictures taken were smaller checks in lumber which are a normal characteristic of wood. As far as the add on ******** is looking for we were hoping to have the product shipped and received in July but had repeated delays in product availability. This is due to Covid and there being a shortage in supply. Some of the products we are still waiting on. When the information was passed on that not everything would be covered under warranty ******** called to file a complaint against ******* and speak to myself, the manager.  I responded back to ******** on 8/2 letting her know that we would be replacing the full playset ladder, a rail slat, and the angled bracket extending from the playset to the ground. Also we will be checking the board missing a screw. I informed her that the parts were estimated to come in 3-4 weeks. There was a couple week delay but the parts did come in around the second week of September. I never got a response back after sending the message to her on 8/2. Around a week or two later one of the salesman passed along the message that she had called into the office to file a complaint against me. Over the past week or so we have tried reaching out to schedule a date to do the warrantied repairs. We are more than happy to look the unit over and do a safety check for the customer when doing the repairs. Please let me know if there is any other information that needs provided. I can also send any messages and pictures from myself and the customer's text chain. 

  
  

  Thanks,

  
  

  **** ******* ******r

  Office - (330) 877-8898

  Direct Line - (937) 865-6739

  Customer response

  10/12/2021

  Better Business Bureau:
  
  My complaint is still unresolved. 
  
  ****** wad half truth. He didn’t contact me after July. 
  
  He was out last week & his co-worker ***** has only completed one issue rather than all the items needing repaired/replaced. … including a screw! I haven’t heard of a screw shortage. 
  
  *********** 

  Business response

  10/25/2021

  This is the response back to the complaint ID ******** for ******** Box. She claims that I have never contacted her after July. I attached a screenshot of our text message chain where she texted me on 7/29 and I responded back on 8/2. All the pictures she had sent us we had forwarded to the manufacturer for review. We also resubmitted pictures to the manufacturer after the BBB Complaint. The same response came back from the warranty department which I've also attached below. We agreed to replace the playset ladder, one rail slat, an angle brace, and put in a screw that was missed on a deck board. The manufacturer did not think any replacement parts were needed but we wanted to try and help with some of her concerns. The playset has minor checking which is a common characteristic of wood. All of our displays show the same thing so this is normal. It's always recommended that the customer stain their playset within about a year in order to better protect the lumber so common checking does not turn into large cracks. On October 4th we sent out an installer to do the repair work. We replaced the ladder, corner brace, rail slat and put the screw in the deck board. Afterward ******** called back stating that we didn't replace the correct rail slat or put in the screw for the deck board. We questioned the installer and he stated that he took care of everything. When we talked to ******** we said that we would send another crew out to take care of the screw if it was in fact not put in, as well as replace the rail slat she still wanted fixed. We replaced the rail slat that we felt she wanted replaced, but after further examination we determined that the rail slats met standard checking per the manufacturer. We asked that she circle which one (rail slat) that she would like replaced so we can get the right one. She put circles and x's around every wood check in the playset with a sharpie which is permanent. We sent a crew out on October 11th to finish everything for her. As far as I know we haven't heard back from the customer. Please let me know if there is anything else I can do to help. Sorry for the delayed response I've been on vacation. 

  
  

  Thanks,

  Kids World

• Initial Complaint

  06/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a storage shed from Kids World Playsystems / ********** ******* ********s (ordered on 8/12/2014, delivered on 9/23/2014)… The evening of April 30, 2021 I noticed one of the interior walls was all wet. I dug out my paperwork a few days later and confirmed it was still under warranty (my paper work states “10 Year Top to Bottom Warranty”). I first called the ********** ** ****** ************** on May 7, 2021 and multiple times after with no return calls. On May 11* ******* *nswered. I explained my situation, stated I had a few pictures and the original paperwork. He asked me to email it to him (which I did). He said he would forward it to **** and his foreman and get back to me. I didn't get return calls or emails. but ******l did answer on 6/1/2021. He stated they are only honoring a 5 year warranty, I said but my paperwork specifically states a "10-year warranty Top to Bottom". Please help, I have been very patient and professional.

  Business response

  06/30/2021

  This email is in response to the Better Business Bureau complaint ******** **r the Custome* ******* **********. We apologize if ****** felt like there was a lack of communication. We were aware of the issue with his roof leaking on his storage shed when he called. Once hearing about the issue we contacted our builder who supplies the buildings for us and our customers. We at ********* ******* *******s are only a dealer of these structures. With everything being backed up due to covid and materials shortages it has taken longer than normal to get repair work done. Even getting updates and status reports can take up to a week or so while things work through the production system. The issue with this leaking roof didn't get pushed aside, it just took longer to get answers and figure out a resolution. At one point during our conversations with our builder they informed me that they only offer a 5 year warranty on this particular customer's shed. I told them that back when the customer placed his order a 10 year warranty was offered and listed on all pricing and marketing material, and that this issue needed to be taken care of. After working through that, the customer was put in the schedule for the repair. Like I mentioned, jobs scheduled have taken longer than normal. On June 19th I received a phone call from our shop foreman informing me that he went to the customers house and made all the proper repairs to fix the leak. Since then we have had rain and I have not received any phone calls or complaints from ******l. The job has been completed with no extra expense to the customer. Please let us know if you need any additional information regarding this case number. 

  
  

  Thanks,

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

  Customer response

  07/06/2021

  Better Business Bureau:
  
  I appreciate that they finally came out and fixed the leak in my shed and made the necessary repairs, however I reject their summary of how this was handled. If they would have returned just one of my calls (this process started in April) or communicated to me that they would fix the issue I would never have filed a complaint with the BBB. Instead, they played this avoidance game and when I was lucky enough to catch someone in the office they made up blatant lies as to why this wasn't their problem. I encourage anyone to read through all of the negative ****** reviews regarding their business (Kids World Playsystems) and you will quickly identify a common thread regarding lack of communication, poor customer service, rudeness which is exactly what I experienced. I would like to thank the BBB to providing the service they do to force dishonest companies to do the right thing, otherwise my situation would never have been resolved. Believe me, my shed wasn't fixed out of the kindness of their heart or because it was the right thing to do. It was fixed because I involved the BBB and the ******** ********* ******.
  

  Thank you,

  ******* **********

*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. ↩