KiwiCo - Mountain View, California

AvicenaV Z.

In order to get a crate I really liked I had to sign up for the membership. Unfortunately I didn’t cancel the membership soon enough so I got another crate that charged my account 97.99. They don’t accept returns if you bought a crate on a membership. Even if it’s not opened. Lesson learned. A heads up honestly would be appreciated before shipping. That way it’s a win win for both the company and customers who are okay with spending on another kiwico crate.

Olaf P.

We recently ordered two identical crates from KiwiCo, and unfortunately, one of them arrived with a missing part. Specifically, the magazine for the balls, a slim plastic sheet, which is crucial for completing the archery project, was not included. Despite thoroughly searching, the part was nowhere to be found, leading to a disappointing experience, especially for our child.

We’ve contacted their customer support and are awaiting a resolution. If KiwiCo addresses this issue promptly and satisfactorily, we will gladly revise this review to reflect the improved experience.

We hope for a quick and positive outcome.

Edit many weeks later: Customer Support experience horrible with lots of artificially added hurdles to make you give up. Then they claimed to have send a replacement which never arrived.

Fraser R.

Horrifying customer service. I spent hours reading about their programs. I bought the package for my son. Ordered it weeks ago. Follow up and their bot agents tell me that someone else has bought a package for him so they put mine on hold. 1) they weren’t the same package 2) NO ONE contacted me to tell me my package was on hold. What is that My god. Now I don’t want one package from you in fact I dread the arrival. So now I will cancel their gift as well. What awful awful processes. My gooodness I can make these at home myself so dumb

Casey S.

Why would you stop printing the bigger better instructions!?!? Why would you move all your tips and diy to online? So I have to get on my phone with my kid? I like having all the papers in front of us and stepping away from the technology, that's why I get these things. Why would you nix the books? The downgrade is pathetic.STOP PINCHING PENNIES!!! I'VE HAD THE SUBSCRIPTION FOR 3 YEARS SO I CAN TELL YOU GUYS RIGHT NOW EVERY FREAKING BOX GETS CHEAPER AND CHEAPER but I'm paying more, go figure, I'M ABOUT TO CANCEL!! THIS LAST ONE ONLY HAD 2 THINGS. USUALLY ITS 3. HERE WE GO AGAIN. Look at the difference. I also noticed the content is missing so much educational stuff, truly a missed opportunity to teach my child about space from kiwico. You guys used to be respectable, now you're just one of the many subscriptions I cant waste money on.

Anna F.

Crates are ok, but there’s constant issues with promo discounts applied at the cart and disappeared at the payment on complex orders (subscription plus extra kit). So you end up overpaying compared to what you expect with the discounts promoted.

Steve B.

I’m about to repeat a very common refrain: KiwiCo products and packaging are excellent, but customer service is seriously lacking. I purchased a one-time three-crate order for my grandson for Xmas. The crates arrived, he enjoyed them and all of us were pleased. Until more boxes arrived in January. And February. And March. With corresponding credit card charges. I cancelled online, but the crates and charges continued. I finally returned all the unopened crates, sent a letter to KiwiCo, and am now working with Chase to have all the charges reversed. My recommendation: Avoid the hassle, and find a more trustworthy company that won’t sign you up for a monthly auto-subscription without your consent.

Montse M.

False advertising and awful subscription service (with even worse customer service)
I ordered a crate for my son's age 24-25 months. I clicked at the specific crate, subscribed and I got another crate (advertised for 26-27 months)
When I emailed them (the only way to contact them), they told me that the crate selection is random within a 6 month range.

If my son is 25 months, I expect to receive the box that in the web page is stated to be for 24-25. Plus I clicked on that specific box for purchase and therefore I expected to get the box that I clicked for. What happened if my son is developmentally challenged or ahead of his age? It seems that they don't really take into account each kids needs. Besides, if you get a random box how you can skip boxes as they advertise? You will not know what are you getting next. Getting a random box is not what they advertise on the web. They are lying to the customers and misleading them and this is unacceptable. I have other subscription boxes from other companies and they don't work like that.

If they have problems of crate availability/supply chain issues is a big problem and they need to solve it. Said so, honestly, it is not the customer's problem. I am expecting to receive the crate that was advertised for my kid age and what I clicked to purchase. Getting another crate and telling me this is what you get is an unacceptable customer service.

I offered to pay for that specific crate that I wanted and it was no reply. Awful customer service, unexpected for a company that sells toys for children.

First N. L. N.

Customer service is horrendous and it’s unclear which crate is being sent to you upon subscription. When you approach them for service recovery, the crate takes almost a month (no joke) to arrive for an international delivery thus when baby is aging out of the crate being sent.

Even though it’s clear from monitoring the tracking link that the crate was just sitting around waiting to be shipped for 1-2 weeks, thereby making it certain to not arrive by the 8-14 days claimed. And yet they won’t do anything about it until it’s 3 weeks passed shipped date, customer service just said wait until X date 3 weeks out from shipping date (which also was several days before shipped) before contacting us even though shipping estimates are 8-14 days, only then we will do something about it.

Clearly then they are just pushing you to wait a month by then instead of trying to help or solve the problem or even provide accurate estimates. This is the absolute laziest way to resolve themselves of doing any actual customer service other than sending you an email saying wait 26 days then contact us again (for 7-14 days shipping).