West Coast Kids

After doing lots of research, I narrowed down my infant car seat search to 2 brands/models. I ended up purchasing the infant car seat from West Coast Kids on Boxing Day (Dec. 26, 2019). When I received the infant car seat, the manufacturing date was August 2017, not a 2019 date as expected. While the expiration date is 7 years with proof of purchase (7 years as of manufacturing without a receipt), the product materials have since been upgraded to include "free of flame-rdant chemicals", which was one of the reasons I did select a product from WCK over the other one I was looking at. The product was on a "Boxing Day Sale", and after emailing West Coast Kids I learned that the item is a discontinued item.

I do not want a product that's been sitting on the self deteriorating for a few years and that's made of materials that were supposed to be upgraded. West Coast Kids falsely advertised this product by omitted key information (discontinued item & manufacturing dates) and by masking the sale of old products as "Boxing Day Sales".

I have been emailing back and forth with WCK Customer Services' Lead, and she has informed me that WCK cannot do anything unfless "Nuna is willing to provide full credit of the car seat as well as transportation charges we can/ or you can arrange for a pick up of the seat".

As a first time mother to be, I am extremely frustrated an unhappy with West Coast Kids, and their customer service.

I purchased a changing tray from West Coast Kids in August of 2018. They didn't have my product in store and said that they could place an order for me to pick it up in store. 2 months later.........I finally picked up the changing tray in store. After bringing it home, I found that the product has been damaged. I contacted the store and they tell me "no problem, we'll have another ordered and shipped directly to your address to avoid any inconvenience". A few weeks later, I started getting calls from *** saying that I'm responsible for paying a customs charge upon deliver of the package. I then contacted West Coast Kids to tell them about the calls from *** and the store tells me that this customs payment was not be my responsibility to pay, and that they would have it taken care of. I didn't hear back from the store after that. Weeks later, I got a letter in the mail from *** saying that there is an outstanding amount for customs in my name. I followed up with the "supervisor" of the store to confirm if this payment has been made. She tells me that she's sure it was dealt with. I asked her to confirm. She said that she would definitely confirm and let me know. I heard nothing after that. Two days ago, I get a call from *** stating that my customs payment has been overdue since DECEMBER 8, 2018. I called the store yet again to find out what was going on with this payment. I spoke with the manager of the store to solve this matter. She tells me that she will bring this issue to her head office and have it dealt with ASAP. She confirmed that she would follow up with me as soon as she heard back from them. I didn't get a call back. I reached out to the store today (keep in mind, this is roughly 6 months from the original date I ordered my changing tray) asking to speak with the manager to follow up on this matter. The manager tells me that she's going to call their head office and confirm that payment was made. 5 mins later, I get a call back from her confirming that payment was made. I asked her to send me an email so that I have record of this and she agrees. As I waited for this email (which by the way, I never got), I called *** to confirm that this customs payment was made - they tell me the balance is still outstanding (about 40 days...).
Product_Or_Service: Baby Changing Tray
Order_Number: *** Account #

I am having an issue returning an item infant car seat that is on a recall list. The car seat was ordered and shipped to me months after the model number being listed on their recall list.October 2018 I immediately notified the company after noticing this issue and 4 days later I am still dealing with the issue with no resolution in sight. I have placed a couple of phone calls with no return calls so have continued emailing. I have received email responses but only to tell me that they believe the car seat is okay. They then asked me to look for certain identifying marks on the box which would supposedly let them know the product is okay. Well those identifying marks are not on the box that was shipped to me and I have told them this.
I still do not understand how a recalled item could be shipped. My first message to the company included a request to return the car seat to one of their locations but have not received the information for me to be able to do so. I believe there are two locations in Toronto.
Product_Or_Service: *** 30 Infant Car Seat
Order_Number:

I purchased around CAD$1,200 in Baby Items from the WestCoastKids website.

I tried to cancel the order promptly by contacting the customer service email, as well as, calling their 855 number. No one got back to me for days. When they finally got back to me, they informed me that it was too late to cancel.

I then asked them to give me a date and time that the package will be delivered. No one got back to me at all. I then got an email stating that I could reject the package and start the return process with them for the items.

I rejected the delivery and contacted them via email, phone calls and voicemails to start the return process. No one is getting back to me. No one is answering emails or the store telephone lines or their main 855 number.

*** I don't have the items and I've still been charged $1,200 and I have no way of getting my money back. I'm trying to go through all of the correct channels. ***
Product_Or_Service: Baby items

My wife and I were unsure about purchasing a floor model, but ended up buying a top-of-the-line recliner with the Diamond Kote Protection plan. The staff member had sold us on the Diamond Kote plan because it could provide 5 years coverage for any stains or tears on the recliner. They specifically said that we could use it to get the floor model cleaned, which was the reason my wife and I agreed to buying the recliner.

When I arrived to pick up the floor model it had been wrapped, but clearly no staff member took did a once over. The chair was filthy and had gum stuck to the bottom of it. I also noticed a tear on the back of the chair so I reached out to West Coast Kids to have them set up the Diamond Kote service (you must go through WCK for this). This required going back and forth with their staff for 3-4 weeks before I was able to schedule someone to come in from Diamond Kote.

The staff at West Coast Kids told us not to mention to Diamond Kote that we bought a floor model. This is apparently because Diamond Kote's warranty doesn't cover floor model items. This was the first hint that we had been oversold a service that didn't do exactly what the staff member told us it would do. Furthermore, I was told that Diamond Kote won't come and clean the chair. This was the number one reason that we bought the service in the first place!

Of course when I asked to speak with the Manager (who it turns out was the staff member that sold us Diamond Kote plan), she proceeded to push the conversation into a 'he-said, she-said' argument.