Coco Village Omdömen 1 537

During a fall sale I bought a large number of items from Coco Village, and encouraged my family to do the same to prepare for Christmas. My items arrived on November 1st, and as it is advertised as a top quality store, I did not go through all the boxes to count the pieces. When I went to set up the $250 dollhouse right before Christmas, we noticed that one piece of the roof was missing. I was told that this company would not send me the single missing item as it had been 30 days since the shipment arrived. Even after I offered to pay for the shipping of the small missing item so that the dollhouse could be completed, I was told no. This is absolutely unacceptable and shows a company that will not stand by its products that it charges so much for. I was then told that the part is unavailable. You make the products, this should be accounted for if you are going to send incomplete and defective products. This is not my mistake, it is yours. I did not break the part, it was not included and therefore a defective product. My extended family of 15 young children spent thousands on gifts from Coco Village this year at my suggestion because it is such a good company. My mistake. I will be sure to pass this complete disregard for the quality of your products on to them so none of us have this issue again.

Je me suis procuré 2 tours d’observation en juillet 2023, que j’ai reçues en juillet 2024 - comme c’était en précommande, aucun problème à ce niveau.

Nous sommes désormais en décembre 2025 et mes deux tours sont craquelées, il y a définitivement un défaut de fabrication ou de liaison entre le bois et la peinture. J’ai donc écrit un courriel au support de Coco Village et n’ai reçu aucun retour 3 semaines plus tard. J’ai finalement eu un retour après avoir écrit un message à la page sur Facebook pour leur demander de faire un suivi.

Coco Village, sans me fournir aucune explication, me dit que le mieux qu’il est possible de faire - et chose qui est très satisfaisante selon eux - est de m’offrir 15$ en carte-cadeau pour me dédommager alors qu’ils mentionnent avoir une garantie d’un an pour les défectuosités sur leur site web.

C’est très dommage, car c’est très important pour moi d’encourager les achats locaux et je possède plusieurs items de chez Coco Village, mais ce service est selon moi très mauvais et pas à la hauteur du minimum que les compagnies devraient offrir à leur clientèle en 2025.

Je ne recommande donc pas, malgré la beauté des items, la qualité n’est pas au rendez-vous et l’entreprise ne respecte pas ses promesses.

J'ai acheté un petit circuit de voitures pour ma fille de 11 mois. Nous lui avons offert à Noël, elle a joué avec seulement 2x et une partie c'est décollé et devisé. En dehors du fait que ce soit extrêmement dangereux, je n'ai aucune réponse et cela depuis le 30 décembre, date à laquelle j'ai expliqué mon problème. Nous avions également acheté une tour d'apprentissage que nous avons finalement monté pour s'assurer du bon fonctionnement... Quelle déception encore une fois. Qualité plus que médiocre. Nous ne nous ferons plus avoir par cette compagnie d'escrocs

Brand new kitchen, legs comes out and it falls on my 2 year old son. He’s fine but this should not fall apart like this. I reach out to the company multiple times using multiple support contacts, no response. Nothing.

DONT DO IT.
Customer service is terrible. I couldn't get anyone to respond for weeks, as they sent us a broken toy that was also missing half of the parts. They refuse to replace it and offered me a $18 credit. This is my little boys first christmas and one of his main presents.

We ordered a balance bike for our son, kept it in its original packaging, and he opened it Christmas morning. We immediately noticed the handle was damaged and contacted the company. We did not hear back until 3 weeks later, to which they said that it was out of their 30 day return policy. We sent a photo and explain that we were waiting until Christmas morning to open it, and it arrived damaged and was a defective product. They offered no solution and just reiterated their first email. There was no offer of solution or even empathy/kindness in their tone. We are very disappointed, especially as we opted to support an independent Canadian company over big box corporations. Their customer service left a bad taste in our mouth, and unfortunately reflects poorly on these types of choices consumers have.

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.

UPDATE:

The company now claims in their response below that they will "look into this situation and find a quick and satisfying resolution to your disappointment". This is untrue, as they outright denied to assist us in returning or exchange the project when contacted by phone, chat and email.

Coco Village has also now flagged this review as "defamatory". Sorry guys but it's not defamatory when it is the truth. Save yourself the time and money, avoid buying from Coco Village, and buy from a reputable seller that stands by their products.

Thank you for reading!

I was gifted a educational tower. When received, the product had a side that was cracking. I emailed Cocovillage and did not hear back. I chatted in the Coco Village Support chat to Amelie, where I was told that they did not sent replacement parts or replacement items and offered me $50 instead. This goes against their warrenty policy which states "Products sold by Coco Village are guaranteed against defects in materials and workmanship for a period of one (1) year from the date of original purchase. The warranty is valid only under normal use of the product and for the use for which it is normally intended." and "Depending on the nature of the damage or defect, we will suggest one of the following resolutions: One or more replacement part(s),A replacement item". I was told that "the compensation we are offereing in this case is at our discretion." This is not stated in the warrenty. No resolutionw as made as the Coco Village Support closed before they responded.

I bought my son the beautiful play kitchen. It arrived then opened on Christmas morning. One of the knobs was broken so I emailed Coco Village customer support next day, Dec 26. No answer. I followed up on Jan 2, but still no answer.
I was looking forward to my son to play with the kitchen but it’s still in my garage waiting for a replacement. It was my first purchase from this company, and it is disappointing and making me wonder if the broken part kitchen would ever be exchanged.
It is too bad because the company sells such beautiful products that meet children and families’ needs.

Je n'ai jamais eu un service aussi lamentable.

Promesses de livraison avant Noël et bien j'ai commandé le 22 novembre ( plus d'un mois AVANT Noël) et aujourd'hui le 4 janvier je n'ai toujours rien imaginer l'arbre avec pleins de cadeaux en moins parce qu'une compagnie ne respecte pas leur propre engagement.

Spent 300 dollars on an order that was guaranteed before Christmas. It hasn't even shipped yet. No ones answering my calls. My children did not get the toys for Christmas so I had to go buy new stuff... Absolutely terrible. This happened to me once before and I should have known.. I gave them another chance. They are also not responding to anyone and DELETING comments off Facebook and Insta. This is NOT OK! I am very understanding and this is not acceptable...

I ordered over $500 Christmas presents for the kids on Dec 2, 2024. The website guaranteed delivery before Christmas. I called 5 times, and emailed 6 times over the last 3 weeks. I was told that it would be sent right away, nothing happens. Needless to say, the kids didn’t get those toys for Christmas. I have been trying to email and call again the last few days, and now I’m not getting a reply and no one picks up the calls. This is horrible business practice.

I ordered a Christmas gift in November that was guaranteed delivery by Christmas.

It never showed up. I have emailed five times and tried calling and received no response.

I have had issues with late orders in the past and poor response time but this is the worst it’s been. Lesson learned. Will not be ordering from coco village again.

If I could give them zero stars I would.

I placed an order on November 10, 2024 for a number of items for my son’s first Christmas. Some of the items were preorder items, which the website stated would ship between November 15 and 30. This was updated to reflect December 5-15.

I emailed Coco Village on December 15 to check in on the status of my order. I received a response on December 16 stating my order would be shipped “any day now.” I had not received an update regarding my order being shipped by December 20 so I attempted to call and email. I did not receive a response to either communication attempts.

I again attempted to call numerous times today, and emailed. Still no response.

On top of this, we had to go out and buy different items for our son to ensure he had something under the tree for Christmas.

Don’t purchase from them.

Terrible Customer Service

I purchased two toys on Black Friday. The website stated that they would arrive in time for Christmas, but they still haven't arrived and the items aren't even packed in boxes. There's no way they will make it before Christmas, right? I found others on Instagram who have had the same issue.

I sent two emails to customer service but received no response, so I DM'd them on Instagram. They told me to email customer service again. Even after sending a third email, I still haven't received a reply. This is the worst company. I will never buy from them again, and I don't want anyone else to be deceived like this.

Please read the reviews here carefully!

I am so disappointed in the customer service with this company. I ordered over $100 of items on December 3rd for my niece for Christmas. On the website very clearly it said “guaranteed before Christmas” it even included pre orders in that. Today, Dec 18th, it has not shipped and there has been ZERO update since I ordered. I emailed last week to ask what was happening and got an AI bot response. No way to speak to a real person. I wish I had read these reviews prior, lesson learned. Won’t be ordering from them again, see if I even received the items I ordered already but I’m not holding my breathe.

Added the incorrect shipping address. contacted them within minutes (had to dig for the phone number - it is not on their webpage and the support bot is no help) and was told they would try to change it and contact me the next day. They did not contact me. They did not change the delivery address. They told me to contact the delivery company Gobolt. no way to do that - there is no phone nor method of contact for Gobolt (on website or elsewhere) to be found. Coco Village told me I'd have to return the items and reorder - but returning the items means I pay for shipping costs. So, I'm ending up sending the delivery to it's correct destination (I'm in British Columbia and the actual delivery destination is in Ontario) at my cost...I am so unhappy about this. Even Amazon allows for a shipping address change. I will NEVER order anything from Coco Village again. Lovely inventory, unacceptable service.

Minutes after I submitted an order, I noticed I put in the wrong shipping address. I contacted them mere minutes after the order and they said sorry. No refunds. I'd have to wait to receive it and then return it at my cost because their order fulfillment process is so quick. It's now been 10 days and they still haven't shipped it. So BS on the streamlined fulfillment process. I would strongly suggest you not use this company. Once they have your money they don't care.

Worst Customer Service I've seen in a long time.

We purchased 2 oberservation tower by mistake. The moment we realized (2 minutes), we immediately wrote to them to explain the situation and cancel one of the order. They refused to do so saying the order was already being processed which is humainly impossible. I called and sent emails again and again. They keep saying they can't do anything as if they had no control over anything.

They can easily take your money but god forbid you needed any help, they automatically detach themselves from the responsibility.

I thought buying local would have its benefits but its companies like this that make you go back to amazon. Say what you want but customer service is key and you will not find the key there.

En attente depuis plus d'un mois pour une livraison qui tarde. Depuis, la marchandise tombe B.O. pour des produits sur ma liste
J'ai communiqué avec l'entreprise mais c'est une Intelligence Artificielle qui me répond.
Depuis la vente de l'entreprise québécoise, les communications se font souvent en anglais sur le site.
Le service à la clientèle est médiocre.
Aucun retour mis à part d'être désolé.
Manque de suivi.
Très déçue

MISE À JOUR
J'ai reçu la livraison avec tout les articles achetés en bon état.
Toutefois, sur 7 articles dont un seul était en attente de réapprovisionnement, la cie a offert la livraison gratuite pour le temps des fêtes aux acheteurs. J'aurai apprécié que Coco village puisse minimalement m'envoyer les articles présents (puisque la livraison était offerte gratuitement) mais ils n'ont pas voulu.
Bref, j'ai tout reçu mais sans excuses ou dédommagements.
Déçue du service à la clientèle. Je vais m'orienter vers d'autres cies pour les années à venir