Coco Village Reviews 1.533

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.

Preordered the vending machine since September 22nd, package sent out October 29th. Delivery lost the package and cocovillage sent out a second time on November 28th. Yet again no tracking number and no longer responding to e-mail! Will be reporting my bank for Cocovillage as fraud business. DO NOT ORDER FROM COCOVILLAGE whatever MASTERMIND affiliate

Je tiens à signaler l’expérience extrêmement décevante que j’ai vécue avec Coco Village. La gestion de mon dossier démontre un manque flagrant de rigueur opérationnelle et un profond désintérêt pour la satisfaction client.

Mon colis a été perdu par Poste Canada, situation qui peut arriver. Cependant, ce qui est inacceptable, c’est l’inaction complète du service client de Coco Village. Malgré plusieurs suivis, aucune démarche proactive n’a été entreprise : pas de réclamation auprès du transporteur, pas de procédure de traçabilité, et surtout aucune volonté manifeste de renvoyer l’article ou de proposer une solution compensatoire.

Le support se limite à des réponses génériques, sans engagement et sans effort pour résoudre l’enjeu logistique. Pour une entreprise prétendant offrir un service professionnel, l’absence totale de prise en charge est alarmante.

Je déconseille fortement Coco Village à quiconque recherche une compagnie fiable, structurée et respectueuse de ses clients. Leur incapacité à gérer un incident aussi simple qu’un colis perdu est révélatrice d’un sérieux problème de gouvernance du service après-vente.

Wooden Activity Cube was a safety hazard for my 1 year old. Sharp edges, unsafe parts that come off like the top lid that is heavy but light enough for a toddler to take off and then it can easily slam into the face or legs when being taken off and cause injury. I didn't unbox the two other items I ordered and wanted to ship them back, their support never even got back to me despite being within the 30 days. Do not recommend this company at all should be recalled and banned from selling children's toys. My bad for not reading the online reviews and Reddit before.

J’ai commandé un jouet en souhaitant profiter du vendredi fou (44% de réduction). Malheureusement, j’ai payé avant de réaliser que je n’avais pas vu l’endroit où je devais indiquer le code permettant la réduction et j’ai donc payé le montant régulier. J’ai écrit à coco village pour expliquer la situation. Même si c’était mon erreur, en 48hres, ils m’avaient remboursée le 44% et j’ai reçu le jouet qui me semble très bien, dans un délai tout à fait raisonnable.

Worst customer service I ever dealt with and their return policy is a joke. You can't cancel an order not even 2 min after you have put it in and if you want to return it 20% will be deducted from your total and you need to pay the return shipment. It's a joke

They don't answer calls, extremely hard reaching them. And even when you do, it's useless, they offer no help or solution, just repeat whatever it is written on that script.

Avoid at all costs!

I ordered an item, which happened to be my son’s largest Christmas present, beginning of November. After no updates on shipping, I tried for days to get ahold of customer service but of course they do not respond. I finally got ahold of someone via the chat and they told me that an email was sent that day (which is untrue) that stated they don’t have the item I ordered because they oversold it (yet they were still selling it on Black Friday) and offered other products. I declined the other products and told them to just cancel the order to which I was told they won’t cancel the order because it’s “against their company policy” and the agent ended the chat.

I have reported them as fraud with my bank and filed for a chargeback.

UPDATE: never heard from the company after I provided my order number that they asked for in their reply to this review. I was successful with the bank chargeback.

I’ve had nothing but a terrible experience with Coco Village. I spent over $200 on 5 items, and several arrived damaged. I also tried to use a promo code at checkout, but the website kept giving me an error. I placed the order thinking the code finally applied, only to see I was charged full price because it was a few minutes past midnight.

I contacted customer service immediately. At first a bot replied quickly, and then the responses suddenly stopped. I called customer service four different times during their posted operating hours, but no one answered. When I finally spoke with someone, I was told there was “nothing that could be done,” which was incredibly frustrating considering the situation.

To make everything worse, I’m also missing items from my order.

For the amount of money I spent, this experience has been unacceptable. I expect someone from Coco Village to contact me directly with a real resolution — not a generic response — and address the damaged items, missing products, and the promo code issue.

I recently purchased an item from this store, and just a few hours later, they launched a Black Friday promotion with a lower price. I immediately contacted customer service the following day to ask if they could adjust or match the price, but they said there was nothing they could do. When I asked to cancel or return the order (which hadn’t even been delivered yet), they told me I’d have to send it back myself once it arrived — and that they would deduct 20% from my refund.

The whole process is unnecessarily complicated and frustrating. For a first-time buyer, I expected better service and more flexibility. Definitely disappointed and wouldn’t recommend this store to anyone considering a purchase.

0 étoile si c'était possible. Très mauvaise expérience, ce magasin est désormais rayé de ma liste : j'ai pré-commandé une station musicale. Elle est très petite, bien trop petite pour un enfant de 16 mois (contrairement à ce qui était prétendu) . Mais il est impossible de la retourner car c'était une pré-commande. Politique de remboursement établie pour ne jamais rembourser le client !

I emailed about an item that was sent to me which did not match the product I had purchased. No one has responded to my multiple emails over several weeks. When I have called, I am placed on hold for 15-20mins and an automated voice tells me there are no representatives to take my call. Then the line simply goes dead. I question if anyone even works at this company to deal with customer issues. It seems like the company responds to the complaints on this platform with the same cut and paste message each time.

Their website says you only have 30 days for a refund and exchange and it seems like there is a concentrated effort to ensure that they don't respond to you within those 30 days.

Save your money, your sanity and your time and do not purchase items from Coco Village.

I made an order on october 13th for a total of 8 items. On october 18th I received 7 of the 8 items. I contacted them on October 19th to let them know that there was a missing item. Their answer was that it was possible that the item would be shipped separately (it would be possible but they didn't know! They could not give me a tracking number). They told me to contact them again 2-3 days later if I hadn't receive anything. I contacted them again because I did not received anything, and then, no more answer. No answer to my 4 other emails. I unfortunately made a claim to my credit card company. Don't trust them. Please don't trust them.

Terrible service!

I bought 7 different items on October 2nd. To date, I have received only 6 of them.
I first contacted the support team 8 days ago to report that I had received two separate deliveries, but one item was not included. The bot directed me to a tracking link, which did not work. I informed the support about this issue as well.

After that, I sent two follow-up message 1 week ago, as the tracking information now shows the shipment as "closed" or "delivered," even though I have not received the item. However, I have not yet received any response from your side and did't received the toy wich I paid.

I bought an educational tower from Cocovillage as a gift for my granddaughter. It arrived with a small damage. I contacted Customer Service to get the damaged part replaced. First of all it took nine days, a second email and a phone call to get a response. When I finally heard from them the agent told me his manager offered a $50 gift card as compensation, however this does not resolve my issue. If the part cannot be replaced I expect them to replace the educational tower. Is it reasonable to expect me to give a damaged gift? In addition, one week after I bought the item it went on sale for half the price ($100 instead of $200). For an additional $50 to the $50 they offered me they could send be a new tower and have a happy customer.
As it stands now they have a customer who will not buy from them again and will tell family and friends what a terrible company this is with very bad customer service.

The product looks so nice on their website, but in real using, I believe all design by person have no kids/ single. The Charm pin locks on the back became very loose after just one day at school several pins fell off, and the sharp pin points caused a small cut on my son’s hand that was bleeding. Lunch bag's insole so small, not enough room to put box. Washable Nylon Duffle Bag – The button is broken and cannot be locked properly. No-one answer my phone and emails, I keep resend it again and again. Bad service.

J’ai acheté le petit théâtre pour ma petite fille plusieurs mois à l’avance puisqu’il était en spécial , ensuite au montage du théâtre il y a une gance pour tenir le petit rideaux qui a été monté à l’envers et que je ne peut pas poser, alors je communique avec le service à la clientèle pour faire le changement de la petite gance mais n’ont rien voulu savoir en soit disant que le 30 jours était dépassée et ce même si c’était un mauvais montage de leur part donc très déçu de la compagnie aucune indulgence et un manque de gros bon sens