Complaints

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ball pit from this company on November 24, 2023. The style I purchased was on back order and scheduled to ship on December 4, 2023. I received an email on December 6, 2023 notifying me that the shipment with my order was "help up in customs" and would be delayed. I followed up via email on December 14, 2023 and was told "hey, great news! your order is in our warehouse and will be shipped in 24 hours" It was never shipped nor received. I followed up again via email on December 28th and the response was that the customer service *** was surprised my order never went out because it was confirmed to be in the warehouse and she'd check on the issue and get back to me. I have sent 5 emails since this December 28 email and received no response. The number for their customer service does not even work - I found another number on their ******** page and it goes to an answering machine to leave a message. Not shockingly, no messages have been returned. On January 9, 2024 I received an email notifying me my order has shipped and provided a *** tracking number. The *** tracking still to this day - a month later - indicates that "a label was created and is awaiting drop off of package" by vendor. I've sent another email today with no response. *** has notified me that the label was created but no package was ever actually shipped using that label.

  Business response

  11/25/2024

  Dear ********,
  
  I hope this message finds you well. My name is **** Szalla, and I recently took on the role of CEO at Little Big Playroom. I wanted to reach out personally regarding your experience with us back in November 2023.
  
  I truly apologize for the difficulties you faced during that time. Its important to me that we acknowledge and learn from our past mistakes, and I am committed to making things right. Unfortunately, our records do not clearly indicate whether your issue was resolved, specifically concerning the delivery and refund. If you could let me know the status of that matter, I would greatly appreciate it.
  
  Since then, we have made significant changes to our operations. Weve upgraded our warehouse systems and software, and have invested in additional tools and training for our support team. I want to assure you that we are dedicated to preventing issues like yours from occurring in the future. Our goal is to resolve any problems swiftly and efficiently.
  
  Please feel free to reach out to me directly if theres anything else I can assist you with. Your feedback is invaluable as we continue to improve our services.
  
  As we approach the holiday season, I sincerely hope you and your family have a magical time together.
  
  Respectfully,
  
  --
  Kent Szalla, CEO
  Little Big Playroom

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a ball pit from this company for my triplet grandchildren for Christmas on Black Friday. They promised shipment. I received an email the first week of December promising shipment before Christmas. After this point they would not respond or answer phone. I did not have a gift for them for Christmas. Twice now I have received emails promising shipment. Still no ball pit. They will not answer phone. Worst experience ever !

  Business response

  11/25/2024

  Dear ****,
  
  I hope this message finds you well. My name is **** Szalla, and I recently took on the role of CEO at Little Big Playroom. I wanted to reach out personally regarding your experience with us back in November 2023.
  
  I truly apologize for the difficulties you faced during that time. Its important to me that we acknowledge and learn from our past mistakes, and I am committed to making things right. Unfortunately, our records do not clearly indicate whether your issue was resolved, specifically concerning the delivery. If you could let me know the status of that matter, I would greatly appreciate it.
  
  Since then, we have made significant changes to our operations. Weve upgraded our warehouse systems and software, and have invested in additional tools and training for our support team. I want to assure you that we are dedicated to preventing issues like yours from occurring in the future. Our goal is to resolve any problems swiftly and efficiently.
  
  Please feel free to reach out to me directly if theres anything else I can assist you with. Your feedback is invaluable as we continue to improve our services.
  
  As we approach the holiday season, I sincerely hope you and your family have a magical time together.
  
  Respectfully,
  
  --
  Kent Szalla, CEO
  Little Big Playroom

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My order -Order #LBP17523 was placed on Oct 10th through Shop pay and was delivered on Oct 14th to a different address. I got a notification that my order had been delivered but didn't see it anywhere when I went to go get it. I went back and made sure I didn't mess the address up when placing the order, and it was correct. I clicked on the tracking number to look at the tracking history and along the way Fed Ex had changed the address and delivered it to my old address and the proof of delivery picture was the front of my old house. (No idea why - I moved last December and receive packages from *** Ex frequently) I called Fed Ex and the representative I spoke with told me to go to that address. My husband drove up there and nobody was home and there were no packages. I emailed Little Big Playroom on Oct 16th and explained what happened and sent screenshots of the order/order number along with all the tracking and proof of delivery. I got an email back from *** saying they would look into it with Fed Ex. I emailed them on Oct 20th to see if there were any updates. On Oct 23rd I got an email from ************ saying we would have to contact *** Ex US, and the original message was *** asking them to look into the situation. I forwarded the email on to LBP on Oct 24th and got a response on Nov 7th from *** asking if I was sure the package wasn't stolen. I reminded him that I had sent proof with all the tracking info showing it went to the wrong address, and asked if i could just get a replacement item or a refund because it was clear that whoever got my item wasn't going to send it back. I finally tried calling them on Nov 7th and the number didnt even work. I still haven't heard anything back from them and it's now Nov 14th.

  Business response

  11/25/2024

  Dear ********,
  
  I hope this message finds you well. My name is **** Szalla, and I recently took on the role of CEO at Little Big Playroom. I wanted to reach out personally regarding your experience with us back in October 2023.
  
  I truly apologize for the difficulties you faced during that time. Its important to me that we acknowledge and learn from our past mistakes, and I am committed to making things right. Unfortunately, our records do not clearly indicate whether your issue was resolved, specifically concerning a refund. If you could let me know the status of that matter, I would greatly appreciate it.
  
  Since then, we have made significant changes to our operations. Weve upgraded our warehouse systems and software, and have invested in additional tools and training for our support team. I want to assure you that we are dedicated to preventing issues like yours from occurring in the future. Our goal is to resolve any problems swiftly and efficiently.
  
  Please feel free to reach out to me directly if theres anything else I can assist you with. Your feedback is invaluable as we continue to improve our services.
  
  As we approach the holiday season, I sincerely hope you and your family have a magical time together.
  
  Respectfully,
  
  --
  Kent Szalla, CEO
  Little Big Playroom

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a ball pit from them during Black Friday with the information it would be delivered before Christmas. I reached out on Dec 18 because it has not shipped and I have no information. When I reached out I was told it will arrive to their warehouse in the next 48 hours and then they will ship in the order of when orders were placed. Once shipped it will be 3-4 business days. They are still saying before Christmas but based on their dates this isnt possible. There are multiple comments on their social media of this same story and when they reach out they are told these same numbers. They cant provide me with any tracking number either. I was already charged. They suggested I purchase from ****** for guaranteed delivery. I asked to speak to someone higher and they said they dont have any managers or supervisors ect. Also the number listed on the website and social media is disconnected. They have stopped responding to the chat feature as well. They are still selling product and taking orders despite not fulfilling current orders and promising delivery by christmas

  Business response

  11/25/2024

  Dear ***,
  
  I hope this message finds you well. My name is **** Szalla, and I recently took on the role of CEO at Little Big Playroom. I wanted to reach out personally regarding your experience with us back in November 2023.
  
  I truly apologize for the difficulties you faced during that time. Its important to me that we acknowledge and learn from our past mistakes, and I am committed to making things right. Unfortunately, our records do not clearly indicate whether your issue was resolved, specifically concerning your purchase. If you could let me know the status of that matter, I would greatly appreciate it.
  
  Since then, we have made significant changes to our operations. Weve upgraded our warehouse systems and software, and have invested in additional tools and training for our support team. We also updated all phone numbers to the correct ones. Chat should be working as well during our normal support hours. I want to assure you that we are dedicated to preventing issues like yours from occurring in the future. Our goal is to resolve any problems swiftly and efficiently.
  
  Please feel free to reach out to me directly if theres anything else I can assist you with. Your feedback is invaluable as we continue to improve our services.
  
  As we approach the holiday season, I sincerely hope you and your family have a magical time together.
  
  Respectfully,
  
  --
  Kent Szalla, CEO
  Little Big Playroom

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a pink ball pit on Nov. 18th. The company emailed me stating if I want this as a gift I must choose a different color/scheme option. I had to pick a ball pit I didn't want but needed for my daughters Santa gift. I asked for them to give me a credit to order the pink slip cover for the said ball pit. They said no, I will enjoy my ball pit the way it is delivered. The then stated on Dec. 8th the ball pit will be shipped in 24 hours. This was false. It was Dec 15th and I have yet to receive and notification that my non preferred ball pit was shipped. I had to message and post on social media and email to get anyone's attention. They were passive aggressive and had it shipped to be delivered by the next day as social media was being posted on. I then received the ball pit and it is damaged. Now no one will replace the defective item or even contact me directly. I am asking to speak with a supervisor to send me a new ball pit for my daughter's Christmas. This seems to be a scam and they take peoples money yet do not deliver their products until being ambushed. I want a new ballpit delivered or the bottom piece of the ball pit delivered to me asap to replace the damaged item. As well as a credit for the pink slip cover for the ball pit.

  Business response

  11/25/2024

  Dear ****,
  
  I hope this message finds you well. My name is **** Szalla, and I recently took on the role of CEO at Little Big Playroom. I wanted to reach out personally regarding your experience with us back in November 2023.
  
  I truly apologize for the difficulties you faced during that time. Its important to me that we acknowledge and learn from our past mistakes, and I am committed to making things right. Unfortunately, our records do not clearly indicate whether your issue was resolved, specifically concerning the replacement and refund. If you could let me know the status of that matter, I would greatly appreciate it.
  
  Since then, we have made significant changes to our operations. Weve upgraded our warehouse systems and software, and have invested in additional tools and training for our support team. I want to assure you that we are dedicated to preventing issues like yours from occurring in the future. Our goal is to resolve any problems swiftly and efficiently.
  
  Please feel free to reach out to me directly if theres anything else I can assist you with. Your feedback is invaluable as we continue to improve our services.
  
  As we approach the holiday season, I sincerely hope you and your family have a magical time together.
  
  Respectfully,
  
  --
  Kent Szalla, CEO
  Little Big Playroom

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I order a slide for 260$ a month ago feb 25, I still havent recieved it, shooed says its cancelled theyre website says its *** unfulfilled. Ive emailed the company Friday they said the slides will be there Monday to ship out I said okay no problem no Monday nothing no response no apology nothing, so I email and call and waste my time Tuesday comes and they ask if I want a refund and till me the slides will be there Thursday instead, I said yes I want a refund they then now just sent me another messages asking if I actually want a refund again since the slides will be there tomorrow. Yes I want a refund its been a month and this is absolutely ridiculous. Its been a waste of time and its exhausting just trying to pull a response out of these people.

  Business response

  11/25/2024

  Dear *******,
  
  I hope this message finds you well. My name is **** Szalla, and I recently took on the role of CEO at Little Big Playroom. I wanted to reach out personally regarding your experience with us back in February 2023.
  
  I truly apologize for the difficulties you faced during that time. Its important to me that we acknowledge and learn from our past mistakes, and I am committed to making things right. Unfortunately, our records do not clearly indicate whether your issue was resolved, specifically concerning a refund. If you could let me know the status of that matter, I would greatly appreciate it.
  
  Since then, we have made significant changes to our operations. Weve upgraded our warehouse systems and software, and have invested in additional tools and training for our support team. I want to assure you that we are dedicated to preventing issues like yours from occurring in the future. Our goal is to resolve any problems swiftly and efficiently.
  
  Please feel free to reach out to me directly if theres anything else I can assist you with. Your feedback is invaluable as we continue to improve our services.
  
  As we approach the holiday season, I sincerely hope you and your family have a magical time together.
  
  Respectfully,
  
  --
  Kent Szalla, CEO
  Little Big Playroom

  Customer response

  11/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I bought a slide and it never came and I never had tracking for it cause it was backordered and a refund wasn't issues but I was told that it was sent out and that little big playroom could offer me a 30% discount towards my next purchase of anything. If you'd like to make this right a refund would be awesome, or a slide sent out, I'm pregnant again. 
  
  Regards,
  
  ******* *******

  Business response

  11/26/2024

  Hello *******

  Congrats on your news of expanding your family. I can have item(s) shipped to you without further charges. Please provide the details and our team will send.

  Thank you for your patience,

  Kent Szalla

  Customer response

  11/26/2024

  First thank you for correcting the mistake from years ago by other people, I truly appreciate the commitment to the brand. I was so upset I never bought anything else from the brand despite wanting too. My email address is ********************** for shipping confirmation, my address is ********************************************************************************* & my name is ******* *******. 

  Business response

  11/27/2024

  This is for case ********. A refund has been issued.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The order number associated with my complaint is LBP12340. The product I am making a complaint about is the Boho Earth Tone Triangle on Ivory + 200 Pit Bills. I received such item as a gift, that is, the gift was addressed to ******** (aka *****) and my son, who is 7 months old ***** *****. From the packaging, I got the order number and contacted the Company about returning the unopened ball pit, as I did not need it, and requested a gift card instead for $225 dollars, plus taxes, which was what the cost of the item as advertised in or around December 23. The Company **** Shaz, responded to one of my emails, stating that after the return was processed, the gift card would indeed be issued to me, the gift recipient, not the gift sender (****** *****). Shaz's email stated, "We have created a return label for you and have attached the link below, Please make sure the ball pit is in its original packaging and brand new never opened. Once we approve your return, we will issue your $225 gift card." Shaz' answer was a response to my previous email, in which I wrote, "I want to return the item to you, which is in NEW CONDITION, and get a gift card in exchange for the return so that I may purchase something else in your store for the price of $225." Being that Biglittleplayroom's customer agent, had replied that a gift card would be issued to me, I sent the item back by **** with the return label this Company provided to me affixed to it. After sending the item back, Shaz stated in his January 5 email to me that, "We like to let you know that the ** will be reflected on the Little Big Playroom account from which the order is placed." Because Shaz seems to contradict himself, stating first that I, the gift recipient, would receive the gift card, and then, the next day, stating that the person placing the order would get the **, I do not know what to expect, a gift card to me or not. The Company's phone is never picked up, and I need a Supervisor to help me ****.

  Business response

  11/25/2024

  Dear ********,
  
  I hope this message finds you well. My name is **** Szalla, and I recently took on the role of CEO at Little Big Playroom. I wanted to reach out personally regarding your experience with us back in December 2023.
  
  I truly apologize for the difficulties you faced during that time. Its important to me that we acknowledge and learn from our past mistakes, and I am committed to making things right. Unfortunately, our records do not clearly indicate whether your issue was resolved, specifically concerning the gift card. If you could let me know the status of that matter, I would greatly appreciate it.
  
  Since then, we have made significant changes to our operations. Weve upgraded our warehouse systems and software, and have invested in additional tools and training for our support team. I want to assure you that we are dedicated to preventing issues like yours from occurring in the future. Our goal is to resolve any problems swiftly and efficiently.
  
  Please feel free to reach out to me directly if theres anything else I can assist you with. Your feedback is invaluable as we continue to improve our services.
  
  As we approach the holiday season, I sincerely hope you and your family have a magical time together.
  
  Respectfully,
  
  --
  Kent Szalla, CEO
  Little Big Playroom

  Customer response

  11/25/2024

  
  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. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  12/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I only received half of my order. I ordered a ball pit and slide and only received the slide. I called and apoke to a customer service agent who said the were going to overnight the ball bit last Thursday since it was a Christmas present. I never received a tracking number. I emailed multiple times and have not received a response. I am very frustrated with this company.

  Business response

  11/25/2024

  Dear *******,
  
  I hope this message finds you well. My name is **** Szalla, and I recently took on the role of CEO at Little Big Playroom. I wanted to reach out personally regarding your experience with us back in December 2022.
  
  I truly apologize for the difficulties you faced during that time. Its important to me that we acknowledge and learn from our past mistakes, and I am committed to making things right. Unfortunately, our records do not clearly indicate whether your issue was resolved, specifically concerning receipt of your full order. If you could let me know the status of that matter, I would greatly appreciate it.
  
  Since then, we have made significant changes to our operations. Weve upgraded our warehouse systems and software, and have invested in additional tools and training for our support team. I want to assure you that we are dedicated to preventing issues like yours from occurring in the future. Our goal is to resolve any problems swiftly and efficiently.
  
  Please feel free to reach out to me directly if theres anything else I can assist you with. Your feedback is invaluable as we continue to improve our services.
  
  As we approach the holiday season, I sincerely hope you and your family have a magical time together.
  
  Respectfully,
  
  --
  Kent Szalla, CEO
  Little Big Playroom

• Initial Complaint

  02/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  >>Date of transaction: Dec 22, 2021 / Order number: #LBP7749 >>Purchased a ball pit cover that clearly does not fit on product and does not match the size of current cover that came with the ball pit (see picture)>>When reaching out to customer service (for the 2nd time) about wanting a refund because the product was not working out for us, their reply was "We truly understand your concern! Please let us know if you are facing any issue with the last orders you purchased with us. If so, we can assist you with better resolution." To which I've replied with a longer email explaining my issue with the product not fitting. I've sent this same email twice. (see email attachments) and have sent them multiple pictures. I have not received any contact or help from the company on how they can "assist with a better resolution">>I left a 1-star review on their site that is no where to be found--the only reviews are 4 & 5 stars. The cover is also not available for purchase on their page any longer. >>Product is UN-USABLE so I would like to return it for a refund.

  Business response

  11/25/2024

  Dear *********,
  
  I hope this message finds you well. My name is **** Szalla, and I recently took on the role of CEO at Little Big Playroom. I wanted to reach out personally regarding your experience with us back in December 2021.
  
  I truly apologize for the difficulties you faced during that time. Its important to me that we acknowledge and learn from our past mistakes, and I am committed to making things right. Unfortunately, our records do not clearly indicate whether your issue was resolved, specifically concerning a refund. If you could let me know the status of that matter, I would greatly appreciate it.
  
  Since then, we have made significant changes to our operations. Weve upgraded our warehouse systems and software, and have invested in additional tools and training for our support team. I want to assure you that we are dedicated to preventing issues like yours from occurring in the future. Our goal is to resolve any problems swiftly and efficiently.
  
  Please feel free to reach out to me directly if theres anything else I can assist you with. Your feedback is invaluable as we continue to improve our services.
  
  As we approach the holiday season, I sincerely hope you and your family have a magical time together.
  
  Respectfully,
  
  --
  Kent Szalla, CEO
  Little Big Playroom

  Customer response

  11/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Hi Kent, 

   I appreciate you taking the time to reach out, and following up on this. The case was originally closed by BBB, due to no response from the business, so the issue regarding a refund was not resolved.  

  Regards,
  
  ********* *******

  Business response

  11/26/2024

  Hello *********,

  I can ensure your refund will be processed. Please provide details for me to proceed. Order number, email and address should be all that I need.

  Thank you,

  Kent Szalla

*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. ↩