West Coast Kids Reviews 113

I had a beyond frustrating experience at the West Coast Kids location this week. I purchased a Veer Wagon on Sunday, took it home, and opened the box. After realizing we actually wanted the larger version, we immediately packed it back up into the original box. Most of the internal packaging wasn't even touched.
I returned to the store just two days later to do a simple exchange/return. At first, the staff assumed the box was unopened and were ready to take it back—until I was honest and mentioned I had opened it. That’s when things went south.
A staff member named Sebastian was called over. He inspected the box and immediately insisted on a 15% restocking fee. I checked my receipt, and there is absolutely nothing mentioned about a restocking fee—it simply states that unused products must be returned in original packaging.
After disappearing for 15 minutes to "check with someone," Sebastian returned and doubled down on the fee, claiming he had to charge it because the plastic bag for the cup holders was ripped. Seriously? A 15% penalty for a thin piece of plastic on an accessory?
To make matters worse, the math was incredibly shady:
• When he gave me the return total, I noticed the deduction was way higher than 15%.
• When I questioned it, Sebastian literally told me that "15% of $850 is $150."
• I actually had to pull out my own calculator to prove to him that his math was wrong before he finally adjusted the amount.
I was fully prepared to buy the larger, more expensive version of the wagon at this store today, but after being treated like this and dealt with "errors" in their favor, I’ll be taking my business elsewhere. If you value honest service and clear return policies, stay away from this place.
Advice to management: Train your staff on basic arithmetic and ensure your return policy is actually printed on the receipt if you plan on charging hidden fees.

Very disappointing experience with West Coast Kids.
I purchased a car seat based on their 6–10 day delivery promise, but received no updates at all—no shipping status, no timeline, nothing. I had to call twice and email just to get vague answers.
They claimed the product is handled by the brand (not clearly stated on their website) and started playing with terms like “shipping vs delivery,” which feels misleading.
Despite the lack of communication and missed expectations, they refused any solution, saying the item is final sale, non-refundable, which is unacceptable given the situation.
Afterward, I noticed many similar complaints—this seems like a pattern, not a one-off issue.
Overall: poor communication, lack of transparency, and disappointing service.

We are expecting our first baby and West Coast has been amazing both in store and online. We have set up our entire registry with them and if the item is not in stock they will always find it for us at a different location or in their warehouse to be shipped! We also have loved attending their in person events. All items they stock are of incredible quality and their staff is passionate about finding options that work for you and your family!

Westcoast has demonstrated a lack of understanding of its supply chain, delivery timelines, and effective customer communication. I have been seeking updates on my order since the originally quoted 4–6 week lead time elapsed. The order was placed in mid-December.
After contacting the manufacturer, Babyletto, I was informed that the chair was in stock and available. Despite this, I have yet to receive a confirmed delivery date.
I requested escalation to a supervisor with decision-making authority, which has not occurred. The customer service lead, Osborne, has not acknowledged the communication issues or adequately addressed my questions or provided resolution options.
Based on this experience, I do not recommend placing custom orders, as delays and lack of clarity may result in unnecessary stress.

I've ordered a few items from WCK including sleep bags, WonderFold Wagon, Baby Pillow, Winter gear and have received the items in a timely fashion. I love the items and the quality and have only had an issue once with a product. After reaching out to customer service, they happily helped me out and took care of things. I received a gift card for the defective item. I would have preferred a refund but knowing how much I love the WCK products, I know I will be ordering from them again. They also have good sales.

Best baby store in Ontario

I had an issue with an online order and reached out to customer service at West Coast Kids. The agent (Princess) who helped me was incredibly kind, patient, and efficient. She resolved my concern promptly and made the whole process completely stress-free. It’s refreshing to receive such thoughtful and professional service. I truly appreciate how quickly and positively everything was handled — thank you for such a great experience Princess and West Coast Kids!

Love the items and the service at west coast. Thanks for always providing a great shopping experience

Their communication was quick, concise and very helpful. So far I’m extremely happy with their customer service!

I've purchased many items from West Coast kids from car seats, strollers, diaper bags and baby swings. My experiences have always been positive. They have always been super helpful. Whether in the store or 1-800 customer service. Thank you

Thank you Janie for helping me secure a jelly cat I was on the hunt for (for my collection).
Janie was super helpful and kind!!!

So many cute jellycats in beautiful stores.

The customer service here is always amazing. They’re super helpful and always there if you need assistance.

Great service and knowledge from the customer service team! Highly recommend. They are super helpful and quick to respond to all my inquiries and questions!

I cannot stress enough not to ever order from West Coast Kids. Worse customer service, no returns on their products even if box has not been opened. Go anywhere else and save yourself the headache. Customer service is rude and absolutely no help at all.
0/5 stars.

At west coast kids I had no problems with any customer service representatives, customer service was wonderful by Janies. Got my baby seat in 2 days and my little Gregory loves it.

Update to my last review- still no car seat 4 weeks from ordering a seat that is fully in stock.
Manager called and said he was going to ship out another seat immediately after they messed up the first order address, but apparently the second seat is now lost somewhere in ups. They asked for me to wait another week to see if something updates or shows up. What an absolute horrendous company. Amazon can ship within a day and this company can’t get your in stock item for 4 weeks and counting.

As Always, they have What we are there to pick up. They are always smiling, helpful and very welcoming. The store is always so inviting as are their Team. Thanks for making each trip to your location so fulfilling. We will be back🫶

The whole shopping experience was horrible. It took a week and half, calls and emails for the company to get back to me saying my order is out of stock. It took multiple calls and emails to find an alternative product to order. Once the store called and told us it’s ready for pick up, we went the next morning. And it took several staff multiple searches to even find the order. We were told several times at the store that they couldn’t find the order and they blame us for change the product and shipping method.
Beyond ridiculousness. I will never shop at west coast kids again.