Complaints

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

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WildWorks has 5 locations, listed below.

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• 

  WildWorks

  380 W Data Dr Ste 500 Draper, UT 84020-2375

• 

  WildWorks

  PO Box 3624 Salt Lake City, UT 84110-3624

• 

  WildWorks

  650 S 500 W Ste 297 Salt Lake City, UT 84101-2382

• 

  WildWorks

  650 S 500 W Salt Lake City, UT 84101-2377

• 

  WildWorks

  105 N 400 W Salt Lake City, UT 84103-1124

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:06/24/2025

  Type:Billing 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.

  In 2020 my account was hacked during a site wide data breach that took place on the game "Animal Jam." The password and parent email associated with the account were changed, leaving me unable to log in. For the last five years I've sent multiple help requests and emails containing proof that the account belongs to me (previous parent emails, previous passwords, emails containing parent email and user from **** and its associated companies). On top of the distress caused from not being able to get into an account so sentimental to me it also holds monetary value. "Animal Jam" has a membership function that I signed up for as a kid, this membership is still running, but the only way I've found to cancel it is through the parent email ( which has been changed). I don't wish to cancel the membership but it adds to my extreme want to access my account.All I want from WildWorks is to be sent a password reset email, so that I can finally log back into my beloved childhood game.

  Business Response

  Date: 06/26/2025

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #23515031.

  Our support team has responded to this user's active support ticket to address their concerns. The BBB complaint board is not a channel for customer support.

  Sincerely,
  

  AJHQ

   

  
  

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/05/2025

  Dear BBB Dispute Counselor,
  
  Thank you for notifying us of complaint #********.
  
  The user is seeking assistance with accessing an old and inactive account that they cannot verify ownership of. As the account in question has not been accessed in over 5 years, we feel that this complaint falls outside the purview of the BBB complaint board.
  
  The email address listed on the BBB complaint does not match the one registered to the account in question, and the complainant has not provided a valid address. Due to the age of the account and the amount of time that has lapsed since the last login, we are unable to verify that the person who initiated the BBB complaint is the owner of the Animal Jam account in *********** protect the safety and security of all accounts, account changes cannot be made without proper and valid account ownership verification. In many situations if the user has truly lost access to the email account originally used on the account, then we are unable to assist them.
  
  The player is welcome to create a new account to continue their adventures in Animal Jam, but we would like to remind them that Animal Jam is a childrens game created for kids aged 6-11. Adults and older players who access Animal Jam are expected to be respectful of this kid-centered space and abide by our Rules and Terms of Service.
  
  Sincerely,
  
  AJHQ

• Initial Complaint

  Date:05/23/2025

  Type:Customer Service 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.

   
  Complaint: 23372298
  
  I am rejecting this response because: They claim the accounts have not had activity in over 7 years, which is a false claim. 7 years is roughly the timespan in which the accounts were created, not last used. As for the email, I have been able to gain access back to the email *********************** but not **************************** However, I cannot use the first email to get a password reset because it is a school email address which for security reasons has blocked emails from Animal Jam's password reset. If necessary, I can send an email from the first email address to prove its ownership, however, I still do not have access to the other email address. The account that *********************** is connected to is "yutong" which is my older and as I remember, less used account, while *************************** which I still do not have access to is connected to "yutongstorage" which is my newer and more recently used account. Both accounts should have had activity within the past 3 years, which was the timeframe in which Animal Jam support had said would be necessary in able for the accounts to be recovered.

  Sincerely,
  
  ****** ***

  Business Response

  Date: 05/30/2025

  Dear BBB Dispute Counselor,
  
  Thank you for notifying us of complaint #********.
  
  The user is seeking assistance with accessing old and inactive accounts that they cannot verify ownership of. As the accounts in question have not been accessed in over 7 years, we feel that this complaint falls outside the purview of the BBB complaint board.
  
  The email address listed on the BBB complaint does not match those registered to the accounts, and the accounts have no billing history. Due to the age of the accounts and the amount of time that has lapsed since the last login, we are unable to verify that the person who initiated the BBB complaint is the owner of the Animal Jam accounts in *********** protect the safety and security of all accounts, account changes cannot be made without proper and valid account ownership verification. In many situations if the user has truly lost access to the email account originally used on the account, then we are unable to assist them.
  
  The player is welcome to create a new account to continue their adventures in Animal Jam, but we would like to remind them that Animal Jam is a childrens game created for kids aged 6-11. Adults and older players who access Animal Jam are expected to be respectful of this kid-centered space and abide by our Rules and Terms of Service.
  
  Sincerely,
  
  AJHQ

  Business Response

  Date: 06/09/2025

  Dear BBB Dispute Counselor,
  
  Thank you for notifying us of the update to complaint #********.

  As stated in our previous response, due to the age of the accounts, the amount of time that has lapsed since the last login, and the complainant's inability to provide verification of account ownership, we are unable to assist with account recovery. The player will need to create a new account to continue their adventures in Animal Jam.

  Sincerely,
  
  AJHQ

  
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23372298
  
  I am rejecting this response because:

  WildWorks claims that the amount of time that has lapsed since the last login prevents them from assisting with account recovery. However, the time that has passed since the last login is well within the recovery window that they themselves originally stated would be acceptable. Therefore, the justification they have provided is inaccurate and misleading.

  Additionally, I would like to clarify that I have regained access to the account yutong, which is connected to the email ******************************. This confirms that proper ownership verification is possible. However, I still do not have access to the yutongstorage account associated with **********************************. I can confirm ownership of ********************** however, I cannot send a recovery email through Animal Jam as the school in which the email is attached to has blocked emails from Animal Jam.

  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair 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.

  animal jam was my favourite game growing up, many hours have gone into it and money as well. I've been trying to get back in my account and relive my childhood/support the game further but they will not let me update my password due to not being able to get into my parent email, as said parent has since passed away and I do not know his password. I have my old address , phone number , username , parent email handle , but they refuse to help because of "security purposes ". I've spent so many hours on this game and would continue to do so, and give them my money as well. I don't think it's fair that I cannot do that simply because I have literally no way of accessing my parent email that was used for my account. thank you.

  Business Response

  Date: 05/28/2025

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #********.

  The user is seeking assistance with accessing an old and inactive account that they cannot verify ownership of. As the account in question has not been accessed in over 5 years, we feel that this complaint falls outside the purview of the BBB complaint board.

  The email address and (incomplete) billing address listed on the BBB complaint do not match those registered to the account, and due to the age of the account and the amount of time that has lapsed since the last login we are unable to verify that the person who initiated the BBB complaint is the owner of the Animal Jam account in question.To protect the safety and security of all accounts, account changes cannot be made without proper and valid account ownership verification. In many situations if the user has truly lost access to their email account originally used on the account, then we are unable to assist them.
  
  The player is welcome to create a new account to continue their adventures in Animal Jam, but we would like to remind them that Animal Jam is a children’s game created for kids aged 6-11. Adults and older players who access Animal Jam are expected to be respectful of this kid-centered space and abide by our Rules and Terms of Service.
  

  Sincerely,
  

   AJHQ