KiwiCo Opiniões 4914

I placed an order in August '24 for the panda crate (paid at time of order); I gave my child due date of Jan '25. I was unsure of the process so contacted customer services - very helpful and explained the first box would be due in time.

On the 7th of January I messaged customer services just for an update to see when to expect my first box; they said it would be processed that day, could take a couple of days then 14 days for delivery - bit suspect that it was on the same day, but otherwise happy.

Two days later, there was another charge from my account, £30 more than the advertised fee on the website of "£72.99/crate". I contacted customer service again and my experience was like hitting my head against a brick wall.

Enter Luis.

When asked about the charge, he told me about the welcome crate (not received) that it's a free gift and not to worry.

I explained that I had been charged two times and had not received anything; I am told that crate one has been dispatched and two days later crate two - these are supposed to be two months apart, not two days.

I had no opportunity to receive the first crate to check for it's quality or value before another crate was pushed through at a ridiculous price.

I asked again about the not received welcome crate and why the crates are being sent two days apart not two months. And the tracking provided by kiwico has crate #1 not moved from their warehouse and #2 is on its way and why this one was so much more expensive - Luis asked for babies DoB, even though entered on my account and that the price was due to promotions.

I responded about the website showing the price in multiple places with no mention of promotional rates, and asked the matter to be escalated. My account was showing "next payment Feb!" So I asked about this too...

The issue was not escalated.

"Since the 0-1 and the 2-3 months old crates were already processed and shipped, we'd be able and happy to pause your membership until the child turns 4 months old to avoid processing another crate in February."

So crates sent without approval at ridiculous pricing without any control and they were ramping up to send three crates in two months on an every other month subscription, for a child that isn't even here yet.

At this point I cancelled - I was looking for a premium product to set up my child's development, I wasn't even given the opportunity to see the product before being gouged for £180 with nothing to show for it.

Luis responded again, no sign of escalation, apologised for the inconvenience of them sending whatever they like and you can't do anything about it only that I could pause, no mention of the ridiculous pricing I had asked about. Nothing.

They made their incompetence my problem.

Asked (begged tbh) again for escalation and met with radio silence.

My grandson received his crate but one of the wires was broken. I called and they were very helpful and said they would send a replacement right out. Excellent customer service.

Quick and responsive

I receive very quick responses to my emails. Each time they answered immediately.

My issue with the correct address for both crates was resolved in less than 24 hrs

I received a perfect response- very quick response to my email, gathered information on my issue, offered a good solution

Good communication, easy to make changes when needed.

I love that KiwiCo reached out to me to let me know that my child had completed all the crates in the type she was signed up for. They gave me great solutions and suggested an art-based crate.

Quick and efficient response!

It was a very easy process all able to be done through email

A human being handled an issue and did so without me having to plead.

My son received a crate as a gift but it was a duplicate of a crate he's received previously. Customer Support went above and beyond to help us get another crate at no cost to us. I'm very pleased with their support and my son loves his crates.

Habid responded to my query originally and then helped me sort out another query I had. The matter was dealt with very quickly for which I am very grateful.

Responded in a timely manner and took care of my concerns/issues with ease.

I love the books that come with each kit. It helps us the parents know how to use each kit to be able to teach our kids. The quality of the products is also a plus. My one year old loves playing with everything and at the same time she’s also learning. We love KiwiCo!

I had a damaged item in my most recent panda crate order. I reached out to customer care with a description and a photo of the item and got a response right away. The customer care rep was so kind and expressed sincere apologies for the issue. He immediately put in a request for a replacement item. I’m so impressed with how quickly the KiwiCo customer care team addresses concerns. I’m very satisfied with my experience! I highly recommend reaching out to them for any questions or concerns you might have.

Customer support was so helpful, and I appreciate the flexibility with box subscriptions!

The response we got was quick and made us feel like the company heard our concern!