Coco Village レビュー 1,528

We bought an expensive Christmas present for our children on Black Friday. It didn't come in time for Christmas. Or New Years. or ... No communication whatsoever saying it will arrive late. It finally came almost 4 months later - after we had purchased another one. And now they won't send us a shipping label to send it back. WOW AVOID THIS COMPANY AT ALL COSTS

Ordered items in January. One of the items was a pre-order to be shipped between February 1st and March 1st. I was ordering for a march 24th birthday so thought this would be plenty of time even if it was slightly delayed. It is now march 29th and 2 of the main items have still not been shipped. They did send some of the other items. The communication was terrible. I kept having to reach out for updates, then they give a new "expected arrival date". Which 2 of those have now passed. Extremely disappointing experience.

Si j'avais pu mettre 0, je l'aurais fait ! J'ai reçu une carte cadeau de Coco Village de 400$. Je me suis déplacé en boutique à St-Bruno pour acheter un produit (valise). On me dit là-bas que Coco Village boutique n'est pas la même compagnie que Coco Village en ligne, que ma carte cadeau n'est valide qu'en ligne. Je regarde avec l'employé l'article en ligne sur mon téléphone, disant que le produit est près du double du prix en ligne versus en magasin, elle ne peut rien y faire. En prenant mon téléphone, j'accroche le bouton régler la commande (à 18h26). Et attention, ça passe DIRECEMENT sur ma carte de crédit enregistrée dans mon téléphone, sans même que je puisse vérifier le mode de paiement ou même annuler quoi que ce soit!!! 172$ de payé alors qu'en magasin, ça revenait à 104$. Je ne comprends pas, j'écris au courriel de soutien pour savoir si je peux faire passer sur ma carte cadeau au lieu de crédit, puis si non, je veux annuler la commande directement (à 18h30). L'AI répond que rien ne peut être fait, on ne peut changer le mode de paiement ni annuler. J'appelle ma carte de crédit, impossible d'annuler car le paiement a été accepté automatiquement. Comme le soutien téléphonique est fermé à cette heure-là (ouvert de 10h à 17h genre), j'appelle le lendemain (aujourd'hui 27 mars). On me dit -- alerte bullshit-- que ma commande a été livrée 18 minutes après l'achat en ligne et qu'ils ne peuvent RIEN faire. Par contre, j'ai reçu un courriel indiquant la livraison seulement à 11h52AM. Le commis dit que je dois attendre qu'elle arrive, RE-PAYER les frais de retour, espérer qu'ils juge l'article en bon état même si je n'y aurai pas touché une seconde pour ensuite espérer avoir un remboursement (quand même 172$ pour une valise d'enfant, prix que je n'aurais jamais payé), en sachant qu'ils ne rembourseront pas le prix de livraison et que je vais devoir le REpayer au retour. Au final, j'aurai mis presque 60$ de livraison aux poubelles alors qu'on m'a dit juste à midi le lendemain que ça avait été livré. J'ai été active dès l'erreur commise pour la faire annuler, puis ils disent qu'il n'y a RIEN à faire. Voyons, c'est si compliqué faire annuler une commande 4 minutes après son entrée ? C'est vraiment de la crosse, ils doivent se faire de l'argent sur le dos du monde comme ça! Je suis vraiment fâchée, quelle incompétence et quel service de marde ! Ils peuvent bin faire faillite avec un service aussi pourri que ça.

Love the items from Coco Village! I was surprised to see so many negative reviews. They have sales often, and my son absolutely loves their products. I didn’t need to deal with customer service since everything I ordered was great. I’ve purchased wooden food sets, musical instruments, a wooden medical kit, and a Halloween costume—everything was amazing. There’s even a café in our city that uses Coco Village toys, and babies and toddlers love them!

I have ordered soft play blocks a month ago and have not heard from them since. It was an expensive purchase and I was very excited to support Canadian company. Ended up buying a Chinese set off Amazon for a fraction of a price. Coco Village has a great concept with a terrible execution.

Update: I finally got a nice response with the refund email after reaching out to them on Instagram.

Should be zero. Customer service is appalling

Suivi de commande désastreux gérée par une IA les prix baissent sur le site de façon anarchique et aucune mise à jour des prix aucun mail pour informer du retard même si notre commande n est pas livrée dans l intervalle...

I purchased a climber for my niece's birthday. I received the item, opened the box and noticed that one of the wood pieces was cracked, and had very sharp edges that would surely injure the child had she played with this product. I emailed the company immediately for a refund. The team lead, was incredibly unhelpful and advised that they do not provide refunds and only a replacement. NOWHERE on their website advises that they do not provide refunds- ESPECIALLY given I had received a defective product. ABSOLUTELY UNACCEPTABLE. I do not need a replacement given that I needed to give the gift immediately, and a replacement would not come in time given their incredibly slow processing and shipping time frame. I am in shock at the poor quality and terrible customer service. I have requested a manager contact me to resolve this issue as this is completely unacceptable and I will surely never order from this substandard company again. Intentionally grey refund policy listed on the website, substandard product that is dangerous to children, and horrific customer service.

If I could give this place 0 stars I would. They sent me damaged items and used items and that were missing pieces. When I emailed them they said they can’t do anything about it (no refund, no replacement, no solution). After sending pics and videos one hour (after the items were delivered) and a lot of emails back and forth they agreed to send a replacement item. The replacement items never came. I followed up for 2 months and no response from them. I finally filed a claim with my credit card company and magically I got an email from them saying you have involved your bank so now we have no more business dealing with you ?!? I will never buy from this company again. Literally the absolute worst.

I am extremely disappointed with my recent experience. I purchased a Christmas gift in September, the soft play blocks and ball pit set and it was missing a cushion cover. When my order arrived, I checked it over and realized the balls were not included. There was no way I would have noticed parts were missing, since it arrived vacuum packed. When I contacted customer service for help after Christmas, I was met with unhelpful responses and no solution. They refused to provide the manufacturer’s information, leaving me completely stuck with an unusable cushion. This level of service is unacceptable—buyers beware. I expected at least basic support to resolve the issue, but instead received stonewalling and frustration. I will not be purchasing from this company again and I have contacted the Better Business Bureau. Order # CV24130843

Terrible. Paid 125$ and Never received my order!

stupid retarded company with horrible customer service, will return everything and never buy again!! they even charge 20% restocking fee, just search on reddit for all the negative reviews, items take months to arrive and they can't even process refund

J'ai eu peur après avoir lu les critiques ici car j'avais déjà commandé de Montreal 3 items (pâte à modeler, jeu tetris de table et gros achat, table de dessin). Tout a été envoyé rapidement, tracking facile, tout est en parfait état. Pas eu besoin de retour mais clair sur site la politique...5 étoiles aurait été de pouvoir parler avec un humain au lieu de l'IA.

I am very disappointed with my experience with Coco Village’s warranty process.

I purchased a set of walkie-talkies that failed under normal use within the one-year warranty period. One unit has an internal loose component and does not function properly. There was no external damage and no misuse.

Despite explaining this clearly and providing a video showing the internal issue, customer support repeatedly insisted on additional videos showing the device “not working,” which is not something that can be reliably demonstrated on camera—especially with email file-size limitations. The back-and-forth dragged on far longer than reasonable for a simple warranty claim.

Ultimately, the time and effort required to satisfy their process outweighed the value of the product. I chose to disengage and purchase a replacement elsewhere.

The product issue itself was frustrating, but the warranty and return experience was worse. I do not find their process customer-focused and would not purchase from this company again.

Les délais sont très très longs! Plus de 2 mois d'attente (2 mois et ½) et ma commande et ma commande n'est toujours pas expédiée.
Quand j'ai commandé, il y avait un délai d'écrit dans la description. Comme la date est passée, je suis retourné sur le site et les délais ont étés prolongés. J'ai écrit un message et la réponse était qu'il allait m'envoyer un message quand ils allaient l'envoyer... Vraiment déçue!

J’ai commandé la maisonnette en bois (structure naturelle) lors de la promotion du Black Friday, fin novembre 2025. J’attendais cette commande avec impatience notamment pour fabriquer la base de lit et permettre une transition harmonieuse pour mes enfants, et un mois plus tard je n’avais toujours rien reçu.
Après plusieurs courriels vains et un appel téléphonique avec beaucoup d’attente, la maisonnette m’a été renvoyée (on m’a donnée le choix d’annuler, ou de maintenir ma commande, j’ai choisi de maintenir.) La promotion du boxing day était alors en vigueur, et la facture associée à mon renvoi était alors 40$ moins chère que ce que j’avais payée.
J’ai demandé que ce rabais soit appliqué par cohérence mais aussi pour me dédommager pour les délais et démarches requises pour aboutir. Cela m’a été refusé. Avoir su j’aurais dû annuler et re-commander moi-même lors de ma discussion téléphonique.

Bought an item advertised for crawling but isn’t recommended until an older age. I only realized minutes after I placed the order and I emailed them hoping to cancel the order. They said it was not possible to cancel an order once placed in their system. They also want you to incur the charges for returning an item. Horrible customer service as it takes a long time to talk to a human instead of an AI bot. Why can’t they cancel an item made in China moments after placing the order when it hasn’t been shipped yet. I looked up reviews later and realized this company is a scam. Their return policy is insane and won’t allow pre-order returns.

This company is the worst to deal with. Ordered Christmas presents tried to cancel order when we realized that we ordered duplicates, they wouldn't allow us to do it.And then we had to pay to return shipping and a twenty percent restocking fee. But they had no problem canceling one of my ordered items, because they ran out of stock a week before christmas. Called their customer service they don't care.

I ordered a bunch of items for Christmas when they had a major sale at the end of October. I put the shipping box downstairs and didn’t check the items as they were gifts. Christmas morning came and my baby’s (she’s 16m) toy was damaged. It’s a crack in the wood which is now a hazard for little hands. I reached out to Customer Service and they refused to do anything for me, citing their 30 day policy. Which I get, but I’ve never actually had a company not stand behind their products before.

We ordered a bed from them years ago and weren’t happy with the quality of that , either. Have to say I’m suddenly concerned about the quality of the wall climber I bought for my other kids.

Needless to say I won’t purchase anything from them again.

So annoying to buy xmas gifts before Dec 1st, contact customer service after 2 weeks no shipping, call customer service @ 3 weeks because they haven't been shipped, get assured what is in stock will be rush delivered by the 20th, finally get the tracking a few days later and looks like it just might arrive in 2025, but probably 2026. So now I have to rush out and find last minute gifts.