Coco VillageOmdömen 

Fiberglass Packaging

We ordered the play kitchen for our child's birthday and when we opened the package it was covered in fiberglass. When I called and emailed customer service, they said "sorry for the inconvenience, but that may happen during the packing process". They offered to let me pay for shipping to return the product for a refund, but when I asked what they were going to do about this hazardous material when they market as a "non-toxic" company, they only said they would note my feedback. It felt like they could not have cared less. Would not recommend to anyone.

Terrible customer service. I ordered an item in February, and it took MANY emails and follow-ups before I finally received it in October. When it arrived, it was damaged. I emailed them, asking for a product replacement, but they never responded.

This company has terrible customer service. I've been waiting for a refund for almost a month after I had to ship an item back at my own cost. The item was never opened and they keep saying they have to process it. It was one component of the house bed, which customer serviced advised I should purchase to take advantage of the sale, and that the remaining component (floor bed) would be back in stock within 7 to 10 days. I called back only to learn that it wouldn't be in stock until at least January and was also informed that there's no way the original agent could have known the re-stock timeframe. I opted to return the product instead of waiting an unknown amount of time for the other component to be re-stocked. Even though it was on their advise that I made the purchase, and it never came out of the box, they refused to pay return shipping ($100+), but only gave me 3 days to return it from the time they sent me the email with instructions. It's been almost a month and after 4 emails, I still don't have my refund for the product. I basically paid over $400 to have a box sit in my living room for a couple of weeks. Still trying to get my refund.

Ordered a learning tower on Oct 26 that still has not shipped yet and no update from the company. I’ve tried contacting their customer support by chat and email. The email option won’t let me launch a ticket and the chat option only lets me pick from predetermined answers so my actual question hasn’t been received yet.

Placed an order in July. It’s almost December and it still hadn’t been received. They refuse to refund me and said I can’t return it once it arrives. It hasn’t even shipped. This order is completely useless to me 6 months after ordering it. Awful customer service

Where is the 0 star option? THIS COMPANY IS A FRAUD. See timeline below and the number of times I've been given the runaround by their customer service:
13 Oct 2023 - order placed for a Mini Wooden Play Market Stand
18 Oct 2023 - emailed support to ask for ETA on delivery
23 Oct 2023 - received following response: "Our team is currently working in picking and packing your order and you can expect to receive a shipping confirmation with a tracking number within the next 7-10 business days."
5 Nov 2023 - emailed to inform them no notification was sent and made a request to cancel order
6 Nov 2023 - received response saying that "We have recently experienced an unprecedented surge in the volume of orders, leading to a delay in our shipping process." and was offered a 20% gift card. I foolishly responded to accept thinking there might be a chance they're telling the truth.
11 Nov 2023 - received email saying "We are happy to inform you that your order has now been shipped and is on its way to your delivery address."
16 Nov 2023 - I noticed when logging in to my account that the Order remained unfulfilled, so I emailed them to ask what the tracking number is
17 Nov 2023 - received email saying "I see in our system that the order has already been processed today, you will soon receive the email with its tracking once the transport company comes for the package"
17 Nov 2023 - emailed them to ask how is it it's just processed on that day, when someone had told me DAYS ago that it was shipped and on its way, and to ask them to make good on the promise of the 20% gift card (which they had yet to issue)
17 Nov 2023 - received another email from another support staff, this time with the discount code, saying: "We noticed your order has shipped however there is an error with the tracking. We just requested to (sic) tracking number and will send it by email once it is confirmed, however rest assured your order is on the way to you."
21 Nov 2023 - emailed them to ask what that tracking number is. The SAME QUESTION I'd asked before.

Judging by the previous entries here and similar experiences of others, my guess is that they're lying through their teeth and quite possible have no intention of fulfilling these orders. Cleverly, they've not allowed payment via PayPal, so there's no way I can report them to a neutral party for a refund.

I've lost track of how many times I contacted their customer support about a paid order that never arrived. They are just not interested. Most of my emails went unanswered. Then they promised to search for shipping information but never got back to me. I waited in queue to speak to a customer service rep, but my call got disconnected when it was my turn. I'm sad that my organization fundraised money for these items that never arrived and Coco Village does not care at all. We're a small charitable organization that serves children and families, now out over $100.

MAJOR buyer beware.

I rarely leave reviews, and I even more rarely leave NEGATIVE reviews. I sincerely believe in granted companies grace, especially during the hard times everyone seems to be facing right now. However, given how horrendous this company has been operating the last few months, I feel like it’s my responsibility to help warn consumers.

I ordered hundreds of dollars worth of Christmas gifts for my children and my nieces and nephews back at the beginning of June. It was a pre-order with a fulfillment date of early-mid August. Despite multiple follow-ups with customer services, their promises of “7-10 business days max!!” Have come and gone about 8 different times, usually without any follow up from them when the “promise” was not met.

Our family is separated by a great distance and is celebrating Christmas early this year so that we can be together. Nearly every gift for the children is included in this order (I did a combined order with the other adults). I have begged customer service to please send me the order so that these little ones can have something to open during “Christmas”.

I have also begged customer service to at least send the items they have in stock but they have refused.

At this point I question if I will ever get my items and worry they may have just stolen hundreds of dollars from me and my family. (It’s been 3 months since the pre-order fulfillment date) I have never been more disappointed in a company or in a buyer experience.

Please think twice before ordering from this company — especially if you are purchasing something for an event or a developmental stage within the next year. The stress and sketchiness just aren’t worth it. I’m so devastated for the little ones and am trying desperately to throw something together last minute to try to save the magic of Christmas.

*EDIT: the order finally arrived yesterday (Thank goodness!!!!) and I was relieved to find that everything was there and was in great shape. However my rating remains unchanged because of how horrible the experience was as a consumer and how little the company did to try to remedy the situation. I find it difficult to understand why a company would continue to have 50-80% off sales on an inventory they won’t have for months.

2 mois que j’ai commandé et aucune nouvelle de ma commande. Le service client est incapable de m’aider

Same as the rest of the complaints! We placed order in May and still never received our educational tower. After reaching out they told me my item was due to be shipped the following week…. It’s been 2 weeks and still nothing. Now they are saying it may ship in another two weeks! I just want our tower… our child is only small for so long.

I wish there is an option for no stars.

I'm just going to copy and paste the email I wrote to their support team. Buyers beware, the experience I've had has been disappointing and exhausting. Poor communication, so many follow-ups, takes them days (even a week) to respond. Background: I ordered 4 items from them including pre-ordering the doll house and farmhouse in late July. I'm not one to write reviews but the disappointing customer experience from this company warrants one. This is the email I wrote to customer support:

I wish I had read the trust pilot reviews prior to purchasing a sizable order, it seems your company is struggling to fulfill orders and provide any real customer support.

I am extremely disappointed with your system and customer service and have tolerated and obliged even with paying extra for the shipping with the dollhouse.

- You promised to ship items at a timeline that wasn't fulfilled.
- You said you wanted payment from me for the extra shipping ($150 AUD on top of the $77 AUD I paid when I pre-ordered) and said you were going to send me a link, but that link didn't come through until I followed-up. You said you sent it but I've checked my inbox, spam, it was never sent.
- When you finally sent the link I paid that invoice for extra shipping immediately, I had to FOLLOW UP again a few weeks later. That should be your responsibility to see a payment come through, process and ship the item.
- I've requested the farm house to be refunded to help cover the cost of shipping the dollhouse. I have evidence of our correspondence. You said you were going to cancel and refund the farmhouse and a week later you still shipped it to me anyways.

It has been exhausting following up on my order making sure you are doing the job you are meant to do.

I expect compensation for this exhausting and disappointing customer experience.

Thank you,
Ana

Inadmissible !
Commande passée pour l'anniversaire de mon fils , qui n'est jamais arrivée ! Donc pas de cadeau à ouvrir !!
3eme coup de téléphone que je passe ce jour et l'on me répond ENCORE que les délais (repoussés mais assurés!!) lors de notre dernier échange ne seront de nouveau pas respectés.
Et il est impossible d'annuler la commande !!! De qui se moque-t-on ??
Faire face à autant de médiocrité et de je m'enfoutisme est inadmissible.
Vous avez gâché l'anniversaire de mon fils , et gâché ma journée par la même occasion.

I just received the little kitchen and it looks like it was used. The parts are broken, I could have painted the part better and where we are supposed to put the screws is all broken. You should see the pictures I took…

Do not order from this company! The worst customer experience I’ve ever had. I ordered a learning tower in September and three pieces were broken straight out of the box. When I contacted the company they said they would send a replacement of the three pieces(after weeks of waiting for a response). When I went to check the tracking I noticed that the order had been cancelled without any communication or notification. When I contacted the company they said they did not have any replacement parts to ship and would send a new tower. I asked for a refund as it had already been a long time and was told the best they could do would be to send a new tower or issue a 50$ store credit. I reluctantly said just send a new tower that was supposed to be here between October 15-november 15th. Today is the 16th and no shipping yet. Don’t waste your time with this garbage company.

Used to be satisfied with their product, the learning tower, until it broke just after 2 years. Learning tower is something that a child goes up and stays their while helping or learning something with or without any supervision. My daughter fell from it because its so-called safety bar that is supposed to hold both sides together fell off because the neil was coming off. We never used this product wild. But when we build this, my hubby said it is quite not sturdy and a bit worried about the quality and safety issue. And it turns out he was right. This type of furniture especially for children is meant to last years and years given that the pricing point is not inexpensive (Coco Village with their popularity increased the pricing value to the premium level, posing it as one). It is beautiful for sure, but cannot risk my child's safety just for that.
I reached out to the customer service and it was like a joke. Just was told about the warranty when this issue is actually about design and engineering. Compensation offered nothing in the beginning but later as I claimed a little harder, they contacted with 20% off. You kidding? I was very close to survey people and have a class lawsuit. Why should I spend unnecessary budget if this is company's engineering issue when? Should be recalled and question the Canadian standard for passing this quality. As mentioned it was the premium price to get in the first place and you expect it to pay off for lasting years to come and pass it one to the younger child(ren). Just avoid this company for not caring enough of your child's safety and looking away the real issue.

Wish I could give a zero star review. Buyer beware this company is a scam. I’ve received nothing but run around answers for an item I pre ordered in July with estimated delivery in August. Constant sorry your order is delayed, followed by a fake shipping notification in September (if you clicked the shipping it was just return to sender in the delivery) , then followed by more your order is delayed 7-10 days emails. Started reaching out to customer service and it takes a minimum of 10 days to reply. They told me it would be delivered between October 15 to November 15. Followed up again and they’re claiming this order was delivered. I told them no it was not. Then they replied sorry we don’t ship to box numbers.. pay more money and we will send it. They haven’t responded to my request for a full refund. I’ll be filing with my credit card company now.

Worst experience with any ecommerce ever! 2.5 months and didn't receive my order (CV2345149) and each time I call for a status (since october 1st), they promise me that I will receive the order in 2 weeks. Asked 3 time for a refund and refused because it was a pre-order with no delivery date. Totally agains't the law in Quebec. First, according to article 54.4 (Office de protection du consommateur) they are obliged to provide an delivery date. Second, after a grace of 30 days, they are obliged to reimburse the customer. I invite everyone to call the Office de protection du consommateur to complain. OPC told me they were under their radar, so will be helpful if they are inundated with complaints.

Ok here is another story. I ordered a crib almost 8 months ago. Finally I received tracking numbers and received an e mail saying it was delivered on October 25th. But there were 3 packages they only delivered 2 packages. Somehow delivery guy I did not even talk to him he decided saying that I refused one of the package. So it went back to Cocovillage's facility in Toronto. I contacted the support centre and they said they will ship it to me. I told they I can come and pick it up it is important for me because our baby is 4 months and he does not fit in the basinet. They said no they will take care of it. It is been 2 weeks already I still did not receive any info or package.
This order became a nightmare! They have no control of what they are doing.. The website and instagram page shows that they are professional but reality is not agree. I swear I have no words to say anymore.

I would give coco village a 0 if I could . I highly recommend that nobody purchases anything from this company. I received a product that cost me well over 100$ and shipping on top of that . When I received so many missing pieces that made it u functional. I contacted them and took them about 10 business days to just respond to my email saying , “ Will get back to you “
Eventually I got a response and their way of fixing the issue is to give me 25$ STORE CREDIT and they refused to do anything more then that. You’d literally have to spend money to use that store credit since nothing on their site is even close to 25$ and on top of that pay more shipping . So I’m good without it .

Customer service is a joke .

I've given two stars because I have ordered in the past and been satisfied. However their advertising techniques are sketchy. I saw the same item in two different sections of the website, depending on if you looked at their black Friday sale page or the regular section the item usually is on the website, would determine the price you pay. I bought their 3 pack of organic cloths earlier this year one clearance for $3. Now they're back on the site at a different regular price of $41...who pays $41 for 3 wash cloths? They're part of the black Friday sale, but still priced higher than the original price was earlier this year. This isn't the first time I've noticed shady pricing practices. Be ware of their ever changing regular prices and "final clearance" prices. We have the laws that govern these things in Canada, I don't know how they continue to get away with this.