Toys
LeapFrog Enterprises, Inc.Headquarters
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Complaint Details
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Initial Complaint
02/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This issue began over 12 months ago, but was ongoing all year. I would email (at least 3-4 times) asking for help as our new leapfrog 3D would not connect to the software. Every email they returned the same to do list , which we did many times. Every time Id respond saying none of the steps worked . They would send the same list. I spent money on new cords , we tried several computers , we did everything they said.The unfortunate thing is that we live in ******* right now. The system plus many books were shipped to us from ****** and ******* , accumulating several hundred dollars in expenses. I mentioned this many times to the company over our correspondence. Finally after over 2 years of back and forth, they finally said sorry your warranty is only 3 months and there is nothing we can do its probably faulty.My issue here, is that I feel scammed. At no point , early on in our correspondence was a warranty ever mentioned. Instead they prolonged the process of back and forth repeated emails until we would have no recourse. So having spent money and time (so much time) following their directions, in the end they knew it was likely an issue with the equipment but instead of trying to help, they waited until we would have no chance at fixing the issue or them showing some form of honest customer service. Im not sure how it is legal to sell a faulty system, then turn around and say sorry its your problem. All whilst knowing leading me on until the warranty was most definitely expired. This is the poorest example of customer service I have ever received. I followed their guidance to the letter , only to find out they were waiting out for a period when I would have no recourse. Its not right. My reference number for communication is #LF00616412Business response
07/06/2023
Date of Device Nomination 4/11/21
Customer initially contacted our Support Team via email on Saturday 11/6/2021 and advised that they were unable to load audio files onto the device. The Support Team promptly responded to the customer inquiry via email on Monday 11/8/2021 and provided appropriate FAQ links as well as a list of troubleshooting questions to gather further details concerning the issue the customer was experiencing. No response was received from the customer until 11/5/2022. Customer again was sent a list of troubleshooting questions on 11/7/2022 so that we could further assist in resolving their technical issue. Customer responded to the email on 1/10/23 and asked for a replacement device. The hardware has a 90-day warranty from the date of purchase which in this case expired in July of 2021. Regrettably, the Support Team was unable to offer a courtesy replacement for a device far beyond the manufacturers warranty.
Customer response
07/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.This is not true, I dont accept it. They didnt explain why they continually sent the same document every single time even after on the phone- they were told none of the information worked. They prolonged and never mentioned the idea of a 90 day warranty throughout the entire process. They have created a system that leaves clients out of options as they dont give appropriate help or suggestions or information. The same way scammers do.
However I have zero interest in this product. And will not proceed on the basis that I dont and wont affiliate with such a business.
Sincerely,
***************************Initial Complaint
01/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On October 7, 2021, I purchased a LeapStart Learning Success Bundle for $43.73. I successfully loaded the prepackaged books that came with it onto the device. On November 14, 2022, I purchased two additional books for this system. When I attempted to load the new books onto the device, I discovered that their updated app will not connect with the device. The device will still successfully connect to the computer, though. I can therefore no longer load content onto new my device, negating its utility. I would like them to therefore replace my device with one that their software will connect to so that we may continue to utilize our purchase.Initial Complaint
10/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Between the months of September and October, I purchased 2 Leappfrog Leappad Ultimates secondhand along with dozens of games. All worked prior to doing a mandatory update. Since updating, the game cartridges will not work due to an error that says I have to download a language pack. I have contacted multiple people via phone, email, and mail from Leappfrog and either get a generic response or no response at all. The Leappads are still being sold as new. However, the supervisor in the customer service section told me that the new update basically voids the use of game cartridges. I believe the Leappads should no longer be sold, advertised as using game cartridges, and all Leappads should be recalled since a mandatory update voids the use of all game cartridges. I was advised that my only option is to contact the seller, even though the Leappads were working when I purchased them from the seller. I am just stuck with several game cartridges and 2 Leappads that do not work at all now due to the Leapfrog software.Business response
10/31/2022
Thank you for your feedback. We have responded to all and every email the customer has sent ** in a prompt manner. The units she purchased no longer have a warranty. We attempted to resolve the issue by offering free downloads to replace the existing cartridges she had. We have made an exception in this case and have offered a full refund of both units and said purchased cartridges. Units being sold by Resellers are void of any warranty which we have explained to the customer.Initial Complaint
06/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a baby monitor LF925-2HD for my baby registry. It was approximately $300. It stopped working after 10 WEEKS of use as one camera would not connect to the Bluetooth anymore. I contacted leapfrog via customer service email originally sent May 27, 2022 (incident number 220527-000299). I keep getting auto reply. Ive called customer service at least 20 times and never get through. I even contacted parent company V-tech and they redirected me to the non existent customer service. I dont know what to do about this anymore as I cant get ahold of anyone and we paid a lot of money for this product for it to literally stop working after a few short weeks. It feels as though we got scammed. Please help! We paid a lot of money for a more expensive baby monitor for the safety of our children and we have one that cost $50 that lasted longer than this.Initial Complaint
04/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Leapfrog Musical Rainbow Tea Party can actually make new features were kids would enjoy the toy to the **** I am disatisfy with the two tea cups having a 2 holes on each cup making it impossible make it live tea party for these kids to play. The rainbow cake was a good choice but children love unboxing and opening things. May be of there was opening individual cake pieces could also entertain children more. The kids are open to curiosities. Thank you for listening. Also dual languagesBusiness response
04/08/2022
Thank you for your feedback. Although, this is your opinion and is subjective and not a problem with the actual product not performing correctly so we are questioning why it is considered a BBB complaint? Your feedback has been sent to our ******************* Team for review on future products.
Best Regards,
VTechkids
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Customer Complaints Summary
15 total complaints in the last 3 years.
5 complaints closed in the last 12 months.
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