Coco Village Reviews 1.531

I had a very disappointing experience with Coco Village. I placed a pre-order months in advance with a promised shipping timeframe, but the order was significantly delayed with little to no proactive communication. I had to follow up multiple times just to get updates, and even then, the information provided was inconsistent and unhelpful.
I was informed they would ship the blocks first and the balls later to avoid further delays. As expected, part of my order arrived incomplete, but after following up on the remaining items, I was then told they were suddenly out of stock. This was after I had already been told the items were being processed for shipping that weekend. After waiting three additional weeks with no updates, I reached out again, only to receive a brief “sorry for the inconvenience” and no clear timeline for restocking.
Being told an item is processing for shipment and then suddenly unavailable is completely unacceptable. I am now left with half a product, missing the essential piece that goes with it.
For a company charging premium prices, I expected far better reliability and customer service.
What’s most frustrating is that this doesn’t appear to be a one-off issue, many other customers seem to be experiencing the same problems. This experience has completely eroded my trust in the company. I will not be ordering from them again and would strongly caution others before making a purchase.

Please be warned, that a Coco Village pre-order can have many extended wait times. I pre-ordered an educational tower on Feb 6, 2026. At that time the wait time was Feb 1 - Mar 1. Then it was extended to Mar 12. And then to Mar 31. BUT ... on March 20 it was listed as back in stock on the website with a 2-5 day shipping time. I immediately e-mailed to inquire about the status of MY tower. The reply to my first email did not answer the question (re: a shipping date for my tower) and my second email went unanswered. The tower finally arrived on April 22 with no advance shipping/tracking notice. I should mention that I was charged for the tower on Feb 6. So ... please be aware, that if you go the pre-order route with Coco Village, your child could go for quite some time without having the benefit of what you ordered, which is truly detrimental as they pass through those early developmental stages so quickly. In closing, when the tower finally arrived, it was exactly as expected and my grandaughter loves it!

If I could give zero stars - I would.

I ordered from Coco Village for the first time ever this month - and my customer experience has been terrible. This is without a doubt the worst customer experience I have ever encountered. Even Temu and Amazon have provided better service to me.

It all started when I was going to submit an order online for a toddler tower and training bike for my 2 year old daughter. I entered in the discount code and instead of updating my cart total, it submitted my order immediately without any confirmation and without applying my discount code - meaning I spent nearly $100 more than what I should have.

I immediately sent an email to "customer service" that I had not received the discount from the code and the customer service bot responded telling me that they would not apply any discounts after the order had been submitted, regardless of it not being my error. But it told me that I could place a second order to receive the discount, and then return the first order.

In the misguided notion that Coco Village is actually a reputable business, I did just that, and waited for the orders to be delivered.

When I received the items - I immediately emailed customer service to start the return process for the original two items - and was told that I had to pay for my own return shipping. Which, given the circumstances seemed completely unreasonable as the insured & tracked shipping from me to Coco will be nearly $100. (basically the difference between the two orders - meaning I would be no further ahead than I was before.

I responded again to Customer service indicating that I felt this was not acceptable given the circumstances.. and No-one responded for a week.
Eventually I sent another email stating that I needed the confirmation that the return had even been started.. finally today I received an email from customer service with "return instructions" which ALSO indicated that because I received "free shipping" due to spending over $100, they were also going to charge me a 20% restocking fee.

This is completely ludicrous! So now not only will I be out the additional $209 for the second order I was told by the AI Bot to place, as well as the $100 for the return shipping, but now I am also going to be charged ANOTHER 20% to return the items (which by the way are still sealed in their shipping boxes AND in their original packaging).

I am so incredibly frustrated with your customer service.. And as I said - this has literally been THE WORST customer experience I have ever encountered. For a "Canadian" company" I expect better.. We were in your store in Montreal and I loved the products, but I will never be ordering again and make sure that everyone else is aware of the dismal service unless you are willing to rectify this situation.

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.