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