KiwiCo Reviews 4,917

I had a damaged item in my most recent panda crate order. I reached out to customer care with a description and a photo of the item and got a response right away. The customer care rep was so kind and expressed sincere apologies for the issue. He immediately put in a request for a replacement item. I’m so impressed with how quickly the KiwiCo customer care team addresses concerns. I’m very satisfied with my experience! I highly recommend reaching out to them for any questions or concerns you might have.

Customer support was so helpful, and I appreciate the flexibility with box subscriptions!

The response we got was quick and made us feel like the company heard our concern!

I already said what went wrong.

Next time, try answering the question asked.

We’re a long time customer of KiwiCo and have always been quite happy with the projects they send. Our most recent kit was missing parts. I contacted the company easily, told them what happened and the replacement parts are on their way. Definitely recommend KiwiCo!

answered quickly, to the point. very polite language. could not be better

KiwiCo has always been quick to respond to my emails whenever I needed help with an issue. They always offered fair and timely solutions to any issues that I had. Based on customer service alone, I would recommend KiwiCo.. But also, I have used their products for both of my kids, and I definitely prefer those over the standard toys out there.

My eleven years old daughter loves all the new KiwiCo labs crates. She always enjoys building them and then she plays a lot with them, sometimes with a few custom hacks.

The response was quick and clear. My question was understood and addressed

Kiwi are always quick to respond and help with all and any questions. Such a great company and I would highly recommend and do.

[Update: The company still hasn't given us a refund, they replied and ignored key factors on our detailed complaint below, either because they have difficulty interpretating text, or as I would expect, they are trying to deflect the situation, which makes their company look even more disturbing.
We indeed signed up for a monthly subscription, and we are well aware of that, we even stated that on our complaint, including the fact that we canceled that subscription 6 days in advance. What we didn't do was authorize them to charge our card 10 days prior to the billing date that should have been on the 24th of each month, there were ZERO "alerts" about different billing dates during the registration process on their website, and ZERO information on their site's cancelation policy about them charging your card before 30 days. Also, we didn't even receive an e-mail notifying about the renewal charge that was made 10 days in advance.
For those of you that are also having issues with this company, as they refuse to take their product back and give you a refund, my recommendation is: Make a formal fraud complaint online with the Federal Trade Commission, also file with your own State's Consumer Services (we filed one in Florida, online). And of course, don't forget to leave a complaint here at Trustpilot and also BBB.
If people make enough complaints with the Federal and State governments, they may go under investigation and most likely end up with a class action lawsuit against them.
We need to stop letting these companies push consumers around with their phony ways. We must stand up for our rights, and of course, don't forget to dispute the charges with your credit card company.]

This company is a nightmare, we have agreed to their website policy and signed up for their MONTHLY subscription. On their website stated that we are able to cancel a subscription anytime until 11:59pm on the day prior to the billing date, which obviously should be the date you started your subscription then thereafter, in my case, the 24th was my billing, so, was safe to assume I had until the 23rd of the following month to cancel, but either way, I cancelled on the 18th, 6 days prior.
But to my surprise, I received a box several days later, and went to check my bank statement. They have charged my card on the 15th for the amount of 134.85! That's a whooping 10 days prior to my original monthly subscription date! And ONLY shipped the box on the 20th, 2 days AFTER I had already cancelled my subscription.
Well, obviously I called without a worry, thinking they would just take the box back and refund us since they clearly had charged my card ahead of the agreed date and I had clearly cancelled the subscription 6 days in advance.
Well, to my surprise, they said they couldn't refund me, (although the first person I spoke with, guaranteed me a refund on the phone) because the way their company works is that THEY decided when to charge and ship based on your address, that they had no way to charge us on the 24th (but absolutely no where on the website says that), and she continued to say, that after I had agreed and paid for the first subscription, that they sent an "invoice" by email with the "billing information".
By the way, the information they sent AFTER was on tiny, minuscule letters, saying that my billing date was actually the 8th!!! Which by itself it's already conflicting, because they don't have anything on their website, and they didn't charge me neither on the 8th or the 24th. Pretty much they make their own rules and charge your credit card whenever they feel like it, criminal actions. They don't respect people's finances, and just charge it whenever they want.
No where have I agreed to have them charge my credit 10 days prior to my monthly subscription.
The supervisor continued to say, that they don't have the information on the website because they send it afterwards by email and that their billing dates varies. This is FRAUD, if you agree to something, pay for something and then they send the "fine prints" later? What kind of company operates like that??
They made sure to charge it very fast so you have no time to cancel, and I happened to cancelled almost a week before!
We have had Crunch Labs on and off and it's awesome, much better company, not phony and deceiving like these guys. Save your money and spend it elsewhere. Many other better companies out there. I am so disappointed. It crushes me to know that in the United States there are companies working so wrongfully.

Not only was I given the tracking number, but I was also provided with the shipped date as well as the expected delivery date. Now we are fully informed and are no longer concerned about receiving our order.

I was really bummed out finding a broken piece to the kit but resolving it was super easy and I’m excited to get the replacement in the mail!

ETA- Replacement piece came and it’s so much fun!

The agent didn't try and force a canned answer into their response to my unique situation. That differentiates them from most customer service agents. Most don't take the time to understand what information was provided. Yours did.

Great product but customer service sucks if anything goes wrong. Said they wouldn't double up an order (like a gifted one) if recipient was already receiving one, but they did.
They did sort it out .. eventually but then they lost my subscription so couldn't find when to renew it, and what a Hassel to sort that out.

Cannot get my money back. I've cancelled an order 1 hour after placing it, it's been 6 weeks now and after multiple calls and promises from their end that I will get the money, there is still nothing. Avoid this company at all costs.

Good products but horrible customer service and shipping times. We just received a package over 30 days after the order was "placed" (I wasn't aware I had signed up to a membership). The box has arrived in tatters and is very poorly packed. I spoke to the customer service team about all of this and all I got was sarcasm in response. I would caution anyone against using this company.

Product is good but customer support is not. Unable to track orders, orders mismanaged so not arriving on time (for Christmas, no less!). Made 2 orders on same day, 13 days before Christmas. One arrived in reasonable time. The other is now scheduled for December 30th. For both packages I had to initiate a chat to even find out when they would arrive, as I was not notified beforehand. Product is good, kids like them, but don't count on them arriving on time.

I was considering giving only one star for the review, because our subscription was the most frustrating experience of the year.

It wouldn't be fair though, because my 10 yo loves the crates and grew up learning a lot from them.

However, after being a returning customer for years, something changed drastically this year.
Though we paid for a 12 month subscription in advance and also for the expensive transportation fees and taxes (to an EU country), we've had constant problems with getting the products.
They wouldn't ship in time, or skipped months, or shipped to an incomplete address, resulting in return to sender.
The kid was always waiting and asking for the crates, always disappointed and frustrated and I had to remind myself to keep interrogating about the situation of our order and exchange long lists of emails with people that misspelled names, did not understand the issues sometimes and obviously did not solve the problem.
There seems to be a huge problem with the customer service, that makes the whole experience being a bad one, because it doesn't matter how great the crates are, if they do not arrive.

KiwiCo is the worst e-commerce company I’ve come across. I’m based in London. I ordered 5 gifts for my niece. It was meant to be a Christmas present. They lied about delivery time. It said 7 business days then once ordered 10-14 business days. I confronted customer service about it. They acknowledged their website said 7 business days but that this timeline was not accurate. They admitted so yet did nothing about it. The order was placed on Dec 1st 2024. It’s Dec 20th 2024, and I am yet to receive the parcel. To top this off, when I asked about returning the items (as I made alternative plans to ensure my niece would receive Christmas presents on time), they said I would have to ship items myself (at my expense) back to California. This is unacceptable of an online company. Customer service is horrendous and deceitful. I strongly discourage folks from ordering from them. There are plenty of other options for STEM learning.