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Webkinz by Ganz Complaint - Non-functioning, Non -Refundable toy

Review by jenni_lou on 2007-12-29
My children both received a webkinz pet for Christmas. My children are 6 years old so this was probably the most exciting gift they got. We were unable to register their account or adopt their pet for days beyond Christmas. Then when we did finally establish an account, we continue to have horrible problems on the site and constantly get kicked off the site.
I am upset with this company for several reasons. The first being that Ganz should have and could have done a much better job at accurately forecasting the capacity they would need on their servers on Christmas day. They offer the purchase of a stuffed animal that comes with a 1 year subscription to the Webkinz site. There is no excuse for not having the capacity to match the sales of the pets.

The second reason I am upset with the company is that they do not offer a refund for a non-functioning toy. I paid for 2 Webkinz and did not get what I paid for...why shouldn't I be offered a refund?

The third thing that upsets me is that I feel fooled as a customer. I could have purchased any cute stuffed animal for my kids. Instead I wanted to purchase the website feature. It is not right to advertise a website subscription, then when the product is purchased the website does not work and I cannot return the product. That is fraudulent in my mind a classic bait and switch....Bait me with the website, then switch to just a cute stuffed animal.

The fourth thing that I think this company needs to address is the horrible customer service. I cannot find any telephone number to call to get technical support for our issues. The only thing I can find is "log in and send us a question, you will have a response in your room within 24 hours". That would be fine IF I could log in and IF I could get access to my room.

I think Ganz owes thousands of kids a huge public apology and more. As an adult I try to understand the mistakes people make. But Ganz is expecting our young children to understand why on earth Santa or other loved ones would deliver presents that don't work.

Here is my suggestion for Ganz....
Ganz should take their pet site down until it works. They should replace the pet site with an arcade site to earn kinzcash until the pet site is available (which should not be longer than a couple weeks). When the pet site is available they should offer each child that registered a pet between Dec 1 and the date the "arcade" site goes up a coupon for a free or SIGNIFICANTLY discounted additional webkinz plush (or lil kinz) to be purchased at their local retailer or on-line (with free shipping) at the webkinz site. Then I think Ganz should be prepared to handle the capacity of adoptions based on the number of coupons they generate.

As parents, friends, family we have invested our money and trust in the Ganz company. It is time for Ganz to step up and fix the problem!
Comments:12 Replies - Latest reply on 2008-01-11
Posted by yoke on 2007-12-29:
My daughter got a webkin for Christmas and has had NO problem accessing the website.
Posted by sarahnkrystal on 2007-12-29:
mine couldn't get on Thursday, but has had NO problem today at all.
Posted by Anonymous on 2007-12-29:
jeni, have your kids give the site another try. We were having loads of problems too until yesterday late in the day. My son is really enjoying the webkins now, hope your kids do too.
Posted by spiderman2 on 2007-12-29:
You can email them at support@webkinz.com. They will send you an email back with a code and then you can call them at the number they give you. Then, you will have to leave a voicemail message and wait for them to call you back. It is crazy, but this is how they handle problems. The site has been up and working here today, but this is the first day since chriastmas my kids can consistently get in and play.
Posted by shelly16 on 2007-12-30:
My niece and nephew each have 3 Webkinz each and never have a problem accessing the website...just keep trying the website...too many kids got Webkinz for X-mas I guess!
Posted by MIAgent on 2008-01-06:
I could'nt agree more. Ganz should be expecting a class action for their lack of respect to children and parents. Since plenty of time has passed, they "knew of should have known" the emotional distress they were and ARE causing.
Posted by jktshff1 on 2008-01-06:
glad I don't have young ones anymore.
used to tell mine go out and play with the dog. Course I would go with them till they got big enough, then the dog would watch them.

If not being able to play with an imaginary pet or whatever it is is going to cause "great emotional distress", there's a lot more wrong with them than not being able to play some game.
Posted by MIAgent on 2008-01-06:
Child,adult,or dog - if you are enticed to buy, promised an experience or event, or bone....and it waves in your face, and then is not provided, when you have done your part - PAID, roll over- then someone usually gets bit.

How nice to have your children supervised by your dog;)
Posted by csbmassachusetts on 2008-01-06:
I sympathize with you - my daughter got her first webkinz for Christmas, and although she can play the games and everything else on the site, she still cannot access her free room. After 3 emails and about 10 days, I got an email back giving me a phone number to call. Of course one is compelled to lve a message there, and 2 days later I am waiting for a call from them. I agree that they should have known been better prepared for the onslaught of new adoptions. After questioning friends, they have also told me that they are unable to get their new adoptions completed also.
Companies with poor customer response, such as Ganz, will soon start losing business to their competitors. There's at least 1 already out there (Shinig Stars).
Posted by yoke on 2008-01-11:
I am suprised to see so many people having problems accessing their site. My daughter and her friends have had no problem from the start. I don't see them loosing to many customers over this.
Posted by hooverto on 2008-01-11:
I am really disappointed in webkinz.
My grandkids recieved the pets for christmas and they still haven't been able to get past the adoption screen, now they can't even get on the site. What a rip off, they have charms, trading cards all the products and they can't even use any of them. I endorsed this activity in Sept. when it was up and running but now I will let everyone know what I think. I sent two email complaints, received an automatic reply stating that they will get back to us in 2 to 3 days. still waiting over a week later. This is fraud, they take our money but they don't deliever the product.
Posted by hooverto on 2008-01-11:
Anyone have a phone number to call?

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