Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received LeapFrog Magic Adventures Globe as a gift in April 2022. A week ago my son discovered that we can download additional content using LeapFrog Connect2 application. I installed the application on my computer following the instructions on LeapFrog's website. I followed the instructions in the app, and the cable that was in the box with the globe to connect the toy to the app. It started installing, but never finished installing it and left my toy in an unusable state. When the globe turns on, it displays "device error. please connect your device to ********************** connect". When I follow the instructions and connect it, it starts reinstalling but takes me back to this screen. I followed all the troubleshooting instructions to reset the globa and reinstall, but nothing worked. I reached out the customer support via email, and they pointed me to the same instructions, I told them they are not working and my toy is unusable, and they said there is nothing they can do because it passed 90 day warranty. I would understand if the toy was broken due to user error, but I only followed the instructions to install new content, using company provided cable and app. My toy is in an unusable state because they either have a faulty app, or cable or instructions, and they are not helping me to resolve this situation. I would like a replacement toy or a repair on my existing one please.

  Business response

  11/29/2024

  Customer was offered and accepted a courtesy replacement of the product.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The complaint is that the globe provides false information. When clicking on the interactive globe over Israel, it states (completely superfluously) that the West Bank and Gaza have been occupied by Israel since 1967. This is incorrect as Israel withdrew completely (they even excavated all of their graves) in 2005. When I contacted them they issued a refund for the globe. What they need to do is correct the false information.

  Business response

  07/15/2024

  Customer was unsatisfied with the product and we offered and issued a full refund check.  Additionally, as a courtesy, we did not ask the customer to return the product in exchange.

  Customer response

  07/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I am not “unsatisfied with the product”. The content being distributed as educational fact is wrong. You are grossly misinforming people, children. The globe states that Israel occupies Gaza and the West Bank and that is factually INCORRECT. I don’t care for the refund, I want the information corrected. Your are disseminating  false information that perpetuates a hate filled narrative against Jews. It’s antisemitism at its finest. 
  
  Sincerely,
  
  Aviva H**************

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the Leapfrog LeapStart tablet in Dec 2023 as Xmas gift. The product comes with 2 basic books. I then purchased 2 additional books that work with the Start tablet, only to find out that you need to download the LeapFrog app on a desktop computer to actually use the books.I downloaded the app and it does not connect to the tablet despite the troubleshooting instructions, downloading the latest software. Called Leapfrog and I was told the product is faulty and unable to help as now outside the 90 day warranty. Leapfrog is selling products and not keeping up with software compatibility and therefore rendering their products outdated after only a short period. If you are building products that require desktop computer and software, it is your responsibility to ensure you keep up with the software and technical requirements for software products.

  Business response

  05/11/2024

  Customer was offered a full refund of the product and two book accessories on 5/1/24 via email.  We have not yet heard back from this customer with acceptance of a full refund or exchange for another product of equal value.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  All of their baby cameras advertise that they can have additional cameras paired (***********************************************************************************************************). After calling them, they said that was never the case and their own site was wrong. Additionally, they did not want to do anything to resolve both the site or the purchase.

  Business response

  05/03/2024

  Customer was offered and accepted a courtesy replacement baby monitor.

  Customer response

  05/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were wrongly charged an annual subscription for a leapfrog device totalling $212.44. We have never used the tablet during those years the subscription was active. We did not receive any emails relating to the subscription. Leapfrog fraudulently charged us and claims they have no way to tell if we used the subscription on the device, which seems like it's highly unlikely. These days, tech companies know how long you are on the device, what programs you are using, etc.Please refer to case #LF00710364.

  Business response

  03/08/2024

  Customer signed up for a yearly subscription using their LeapFrog tablet on 11/28/2019 and cancelled their subscription on 2/22/2024.  Initial subscription sign-up included a 3-month free trial which allows cancellation within the 3 months before being charged the yearly subscription fee.  Subscription can be cancelled at any time. Customer provided their credit card billing information during sign up.  Subscription sign-up requires customer to agree to all relevant Terms & Conditions.  Customer is notified during sign-up that all subscriptions renew automatically unless cancelled before the renewal date.  Reminder notifications are emailed 7 days before renewal date for annual subscriptions. Billing recurrence is stated in the LeapFrog Academy Terms of Use.  LeapFrog does not monitor customer usage.  Due to the age of the refund claims and Terms of Use, a refund cannot be offered.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May or June 2023, Leapfrog sent me a replacement MyPal Scout for one that I bought a few months earlier. The 'music paw' had stopped working after a couple months. The replacement worked fine until about Oct. 2023, when the 'music paw' on the replacement also stopped working. I called the company. ******* went through a script about it being over the warranty period, and then asked if there was anything else she could help with. I asked to speak with a supervisor who also stayed on a script and was not able to address what appears to be a design defect, given the repeated problem after a few months of play. I found a phone number online for Leapfrog in **********. The line disconnects after a brief automated statement.

  Business response

  01/10/2024

  Customer purchased toy in November ********************************************** May 2023 although the toy carries a 90-day manufacturer warranty from date-of-purchase.  Customer again contacted in December 2023 and requested another replacement toy.  Regrettably we were not able to offer a courtesy replacement for the second time due to our published warranty policy of 90 days from date-of-purchase.

  Customer response

  01/11/2024

   
  Complaint: 21115074
  
  I am rejecting this response because:  this boilerplate response again ignores the point Ive been making that the same defect in their toys keeps happening after just a few months. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the LeapReader product from LeapFrog. I read the description on the website and no where does it say you need a Windows operation system. I opened the package and attempted to download the item after connecting it to my ChromeBook computer. The download say it is not compatible with ChromeBooks so I called the company. They informed me I cannot use a Chromebook, admitted it is not online in the product description and cannot use the product to the full capabilities.

  Business response

  12/15/2023

  Regrettably, the LeapFrog Connect Application that is used to download audio to the LeapReader device is not compatible with the Chromebook Operating System.  A compatible Windows or Mac OS is required in order to download audio to the device.  The system requirements are posted on the LeapFrog website in several places including:  LeapReader Product Description and Support FAQ's.  Additionally, the LeapReader System Requirements are listed on the outside of the retail packaging and included Parent Guide.

  Customer response

  12/16/2023

   
  Complaint: 21007434
  
  I am rejecting this response because:
  It does not say it in the description 

   

  ********************************************************************************************

   

  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company does not care about if the product is still good after 6 months of purchase. LeapStart is a wonderful product produce by LeapFrog Enterprises for kids to learn, almost every year they release new books to work with the device. However, you cannot install the necessary file to the device after purchasing the books. It's been a known issue for years and you can find all kinds of complains on the internet. I've made multiple attempt to resolve this issue with the company and got no resolution to this issue.

  Business response

  10/02/2023

  LeapFrog Enterprises, Inc. follows toy industry standards on warranty length which is 90 days from the date of purchase, however, we have reached out to this customer and offered a courtesy replacement of their item.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Leapfrog Reader Nov 18, 2022 from Walmart.com, for a Christmas present for my 5 year old. I opened the leapfrog reader before Christmas so that my son can use it, while he is currently in kindergarten. When I first open the device, it worked. We did not really use the device, as my son did not comprehend the books purpose. My son built phonics and sounding of words to help him read. I then started back to use the leapfrog reader 4/6/23 and now the leapfrog reader does not work. I have installed, uninstalled, repaired/restore, device still not working. Called leapfrog, 4/6/23, 4/7/23, 4/11/23, 4/12/23 multiple times each day, still no results. I was advised to use a different computer other than a Mac book, which I would have to go buy another and to see if that works. No results. A inconvenience. Called back today to request to speak to a supervisor. Supervisor stated the 3 month warranty is up, and just got knowledge of that, today 4/12/23. The supervisor stated they can not replace the leapfrog reader being that it is not available to replace, uh what, but they sell the leapfrog reader in *****************, why can I not get a refund and or replacement. They then started a replacement for me to send in my current broken Leapfrog reader, 10 books on a reading level of a first grader all to trade for a leap start D3 for babies with 2 books for girls. I then called back today, (5times) for me to cancel the replacement being that is a lower reader level then what I purchased and where my son is reading on what level. They then stated they will give me 2 boys books reading on a preschool level which will not help me or my son. So pretty much, I am out of the money purchased on the leapfrog reader, a broken leapfrog reader that does not work or read the book, that my son can not use. Yes of course he can manually read the books but the WHOLE purpose for this purchase was to HELP my son pronounce words to help him read. I have been a fan of this company for 20plus years. This company has become to technical when it comes to helping kids read and have yet, have leapfrog done anything else to address this issue. Unacceptable and unjust. I would like to be reimbursed, and or leapfrog READER replacement.

  Business response

  04/25/2023

  Customer contacted Support Team for assistance with inoperable LeapReader on 4/12/23.  The warranty on the LeapReader is 3 months from the date of purchase.  Customer reported that the device was purchased in November 2022 and was outside of warranty.  The customer was informed of warranty terms on 4/12/23 and that no replacement inventory was available.  As a courtesy to our customer, we extended and offer of a similar product & book bundle (LeapStart System). The system is appropriate for her childs age and similar in function and content.  On 4/12/23 the Support Team emailed RMA instructions to receive the replacement products.  Customer contacted the Support Team on 4/12/23 and asked us to cancel the courtesy replacement offer.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had the leapfrog academy less than a year and I called leapfrog customer service who refused to help me I am having an issue with our leap pad kick stand it has been loose and easily pops off from the first day we purchased it and it doesn't stay on the unit at all. I need to get help with the unit as your representatives were rude and not helpful and cant hear and read scripts instead of communicating from offshore call centers I need either the kick stand replaced or the unit exchanged

  Business response

  07/06/2023

  Customer contacted our Support Team in March of 2022 via phone.  Customer advised that they had lost the kick-stand that is attached to the tablets protective bumper.  Customer advised that it was loose from when they purchased.  Support Team advised customer that the kick stands are not available as a replacement part.  In attempting to verify the warranty status of the device, the Support Team could not find any device nomination associated with the Customers email address.  The Support Team emailed the customer on 4/5/23 to ask for further details to establish warranty.  No email response was received from the customer. 

  Customer response

  07/07/2023

   
  Complaint: 19635715
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************

  They should just send a new device then since their device was defective.  Instead of giving me the run around and my child has been upset and frustrated due to not being able to use the device properly also not to mention it took you MONTHS to even bother getting around to responding to this which clearly proves how much you could care less.

  
  Complaint: 19635715
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************
  
  
  

  Business response

  07/11/2023

  Customer can provide shipping address and our Support Team will send a one-time courtesy replacement for the device bumper with attached kick-stand.

  Customer response

  07/14/2023

   
  Complaint: 19635715
  
  I am only rejecting this response because:

  I want to make sure they follow through with replacing the item as they state they will be sending one.  I have concerns this may/may not happen.  Once they actually send it then I will be satisfied with the outcome as it's taken months to get back to me as it is.  

  Please see my address is :

  ************************************* ***************************************************************************;

  Please confirm when shipped then I will believe it and until then I will await a response.  Once item is received then I will be more than happy to change my complaint.

  
  Sincerely,
  
  *************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩