LeapFrog Customer Service Complaints - page 2

Written to their customer support:
My mother spend an insane amount of money buying my children the leappad ultra in order to help my 4 year old catch up to a pre k level and to help my 6 year old with his first grade skills.
While setting it up for me, she was going to purchase 5 apps to get them started. The first problem was that your system rejected her credit card the entire "buy within 2 hours to receive 30% off" period.
I called. They said she had a different name from mine and she needed to call to add her information to the billing information. She called and did this, I was to receive an email within an hour confirming this had been done. 3 hours later, I had no email but attempted to purchase the apps through the leappad as instructed.
There was no billing information on the account. It rejected MY credit card. I called again. They claimed all the errors were due to the CVV number being wrong. Neither of us have EVER had a problem with this on any other online purchases, anywhere. They told me to try again, as I finally received that first email confirming the billing changes were made.
Again, the leapfrog account showed NO billing information in it's records. I tried putting my mother's credit card and mine into the account information and directly into the checkout page. Again nothing but errors.
Called again and was rudely told it was on our end and asked had we checked the bank. Again we told them we had never had trouble with our CVV numbers.
The rep offered to send a report "to determine if the error was on our end or theirs". He told me it would be Monday before we heard back from them. Keep in mind the 30% offer is only good the first day of registration. Keep in mind I have a 4 year old and a 6 year old that will be super excited to have their own tablet but nothing (other than 3 simple apps) to do with it until Monday. I HAVE TO DEAL WITH THEIR DISAPPOINTMENT.
The rep was kind enough to supposedly add a note so that we will eventually get our 30% off, only after I insisted.
My mother called back. There were no supervisors available (naturally). The most she could get out of their indifference was to put a rush on the request. Supposedly we will hear from them this evening instead of Monday. Considering how long the 1 hour email took, I am not holding my breath.
We have already decided that if this situation is not corrected quickly, we will return your product and proceed to spread the word to all of our friend and social networks. It seems ridiculous that your company would disappoint children and cause this much trouble just to RECEIVE money.

5/2/14 : so far they tell me they are 'looking into why my mother's card won't work' and gave me a 20% off coupon for future purchases... not sure how to use it since I can freaking make a first purchase... Also no mention on why MY card won't work on their system. No mention on customer service's indifference to our problem.

5/3/14 : No word. The 30% off offer is no longer showing on our cart. My CC is still not being accepted. My children still don't have the apps they were promised
to play and learn with. I am SO upset with Leap Frog.

5/5/14: Got an email claiming no more problems and to send them a screen or step we are stuck on. Of course the 30% off deal is expired by now and the thing still won't take either of our credit cards. So we get to decide whether to disappoint the kids by taking the stupid thing away and returning it or let them keep an overpriced tablet that we can't add anything to.

I am having difficulty downloading what I need for the Leap Reader Junior. None of the information is helpful because I am not a computer expert. Can you have someone available who can answer a question about downloading what is needed. I will refrain from purchasing other items and tell all of my friends not to purchase Leap Frog items if this can't be resolved. This is for my Great-grand daughter and I don't want to have to take a class in learning how to operate the inner parts of my computer to down load leap frog. P. Walls

Have been trying to reach LeapFrog pertaining to the My Pal Violet toy which will not work. The website will not respond...says unable to go through. It's a runaround to get results as well as a phone # to reach someone. I am really disappointed & have a grandchild who is as well. No more toys from this company unless this gets resolved & will pass on to friends. Please, someone respond.

My daughter's Leapster GS started having problems just 2 months after it was purchased. Apps that I purchased from the LeapFrog website would stop working properly or just completely disappear from the menu! The first time it happened,I spent a considerable amount of time talking to customer service and troubleshooting. Then they would email me these "fixes" or "repairs" that would take forever to download only to have it happen all over again every couple of months! The final straw came this week when her game just stopped responding to the stylus taps so I called customer service AGAIN. We troubleshooted AGAIN and then was finally told to email them my name, address, date of purchase, color of product, and number from inside the battery compartment and they would send me a replacement. I did this only to receive an email that unfortunately the product was out of warranty. It was purchased 13 MONTHS AGO. How convenient that the replacement wasn't offered until immediately after the warranty ended. I feel like standing in the LeapFrog isle in Walmart, Target, & Toys R Us and warning poor unsuspecting customers about this shoddy product. I am currently out the cost of the leapster, 4 apps @ $25 each, plus a 4 year old who loves this thing and doesn't understand why it doesn't work right. So disappointed. Will NEVER buy another LeapFrog product and will tell everyone I know with kids about my experience.

We were so excited to purchase the leap pad for my daughter but when I buy apps, the leap pad doesn't sink up with the new apps, customer service is never available, and the leap pad itself shuts off all the time in the middle of being used. This is the WORST product. I wish I had saved my money, and prevented the frustration that this product has brought my family. Do not buy the leap pad!

UNBELIEVABLE - 2 items were returned within 30 days of purchase - almost $400 worth of items. Every time I call I am on the phone with Customer Service for over 30 minutes and get nowhere. They tell me they have no record of my account. I will never purchase anything from them ever again.

I called back on November 27th to warranty one of my LeapPad products. On December 5, 2013, they said my product was shipped out and I would receive it in 7-10 business days. I was happy about it because I had purchased two new games for my son for Christmas, and that would mean he would have it in time. The 7-10 business days passed, and I still had no replacement. I called again on December 20th, asking for a tracking number and they could not provide me with one. They later emailed me saying my product was lost in transit and that it was re-shipped. I called for a tracking number and they said I would receive one in 24-48 hours, which I never did. The 7-10 business days came and went, and I still didn't have my product. I called again on January 10th, 2014, telling them I had not received my product. I even spoke with a Supervisor. Every time I called, they apologized for the inconvenience. Well low and behold, they could not provide me with a tracking number, AGAIN and yet AGAIN, my product was lost in transit and they said it was re-shipped and I would receive it in 7-10 business days. So now I'm waiting, almost a month and half since my initial call, and I still don't have my product OR tracking number. How am I supposed to explain to a 5 year old that his product was lost in transit for the second time and he still can't play his two new games that he received for Christmas? I will NEVER buy LeapFrog products again because their customer service SUCKS! I should have just bought a tablet.

I had order a christmas gift for my daughter on black friday. I entered a typo in my address and the product was sent back to them. I asked if they could send back they said yes. Then 2 weeks later i called to see where my order was and it was returned to them and stated they can NOT resend and that i would have to reorder at price listed and not the price i originally ordered. They then stated they will refund my money 7-10days from recieving back my order. they recieved back on 12/17/13 and today is 1/8/14 and i still have not recieved my refund. The customer service is horrible!!! I will never buy from them dirtectly and would never buy LeapFrog products again except that they are so educational. I will never recomend anyone order online from their website....

Call customer service - they are helpless to do anything and must "forward" things on to another department?! They tell you you'll hear back in 3-5 business days, this is a lie. I have purchased three of these (one for each kid) and one doesn't work properly and I cannot get a drop of resolution, even AFTER calling CORPORATE. They just take my info and never bother to call back. The product seems great, however the service is lacking, and if you've any issues, you're pretty much up S creek, sans paddles. This is well past frustrating. If you're looking for something for your kid, do yourself a favor, avoid this product line, solely because of the lack of support you'll receive if you happen to need it. This is pathetic.

..I purchased four apps totalling 54.00..in december...had a problem with my computer downloading apps to either of the 2 leapsters I have....I spent a total of 4 hours on the phone with IT help (who mind you HAVE NO CLUE WHAT THEY ARE DOING!!!) two weeks later I got so sick of the issue and just requested that I please just get a refund... 4 weeks later I'm still without apps and still without my 54.00. I will be reporting this to BBB.. Leapfrog has completely ignored me since I've requested a refund....

I have gotten the Leap Pad Ultra for my daughter at Christmas and I am not at all happy this product when you have to create a player profile, while that is BS when the tablet can not even let you go past selecting the language to even finish setting up to get to the point when you need to have set up to wifi. I have called customer service about it and all she did was send me an email of what I need to download on the computer. I was trying to tell the girl that I need help getting past the select country before I can even go to the next step.
This system I find it to be expensive enough to get trouble before even turning the dam thing on. Even emailing proved to be pointless...YOU GUYS NEED TO HAVE TECH HELP ON LINE TO AT LEAST KNOW THAT THERE IS AN EMAIL SENT TO GET HELP. Any one who has ultra or wants to get an altra, get an something else.

Do Not Purchase Leap Pad Products. I Purchased Two Leap-pad 2 Both Failed Within The First 8 Months Of Use With The Same Identical Problems. Would Not Start Up.. Both Units Had Protective Covers On The Screen And The Unit Itself, The Company Had The Nerve To Send Me Back Two Replacements That Were Scratched, Screens Damaged, Case And Pens Chewed On, Filthy Dirty And One Didnt Even Work. I Was Told This Is Their Policy And Would Not Do Anything To Make It Right.. Well Here Is My Policy I Will Post Through Out The Internet The Poor Customer Service, Poor Quality Products You Stick To The Consumer And Tell Us Its Not Our Problem.. I Will Not Recommend Nor Purchase Any Product

Do Not Purchase Leap Pad Products. I Purchased Two Leap-pad 2 Both Failed Within The First 8 Months Of Use With The Same Identical Problems. Would Not Start Up.. Both Units Had Protective Covers On The Screen And The Unit Itself, The Company Had The Nerve To Send Me Back Two Replacements That Were Scratched, Screens Damaged, Case And Pens Chewed On, Filthy Dirty And One Didnt Even Work. I Was Told This Is Their Policy And Would Not Do Anything To Make It Right.. Well Here Is My Policy I Will Post Through Out The Internet The Poor Customer Service, Poor Quality Products You Stick To The Consumer And Tell Us Its Not Our Problem.. I Will Not Recommend Nor Purchase Any Product Manufactured By This Company

When you place an order online the web site tells you if your order is over $40.00 the shipping is free. BE VERY CAREFULL. Its not and there is no way to avoid paying the shipping cost. JUST ANOTHER SCAM THT YOU HAVE TO CAREFULL TO CATCH.

Purchased a LeapPad 2 for my son for Christmas last year. less than 6 months later, the screen cracked. Emailed the company, and they offered a replacement. I was thrilled. So I sent them the necessary info and they mailed a new one. To be cautious, I bought every bit of protective gear available for it. Just to be safe. Wanted to prevent a repeat. then, 5 months later, the replacement just stops working. Won't even turn on! He has the rechargeable battery pack, but that wasn't the problem. We tried regular batteries. Tried every little trick I had found online. Still nothing. Emailed customer service again. Only this time, I received a "sorry about your bad luck" type of response. Really?! That's it!?! You could at least offer a repair service! Both devices were toast in less than 6 months!!!! I am extremely disappointed in the quality of this system! And in LeapFrog's customer service.

I grounded my daughter from her leap pad2 for a month and now it only turns on for a couple pf seconds ive tried multiple time to get a hold of this company with no luck. Wish i would have went with the inotab.

I ordered the Leap Pad Ultra. Waited still not here. Looked online to find they cancelled my order. Didn't notify me just cancelled my order. I called LeapFrog customer service & talked multple reps including Kira. She was going to get back to me in 24 - 48 hours. 1 week later still no return call. Called LeapFrog again. Talked to Liam, talked to multiple other folks including Unies. We will get back to you in 24-48 hours. 3 days later no return call. Called LeapFrog again. Talked to Unies who told me oh yes we had a meeting just go to a retail store & buy it. REALLY?I waited all this time for that answer? Are you for real????? Then I talked to Giselle. She told me a Monitor (her so called manager) is not available to speak with anyone now but will call me back. Really???? You told me you would call me back twice already & it hasn't been done. Do you really expect me to believe it this time. Giselle's reply; Yes. We have your contact information, have a nice day, good-bye. Wait I have more to say...click. I'm really dumbfounded that in this day & age, in this economy we as the public are treated this way. I will NEVER purchase ANYTHING in this name brand & I will spread this information EVERYWHERE I can. On my blog, on facebook, on instagram, on twitter & anywhere & everywhere I can.

I have a question. Does this company make any products using braille for the blind children? I was told you do not. So, if not, why not? Is it because the market for the blind kids is too small for a profit? Or is it just that no one thought about it? I hope someone will take the time to call me. My 3 year old great grandson was born blind. He has been given LeapFrog toys but when he learns braille just think of the enjoyment he could have using your products! Thanks for your consideration

in advance, Linda Dalessandro

I bought a LeapPad2 for my special needs daughter and the screen cracked. They sent me a replacement one and only a few days after the screen cracked on that one also! I sent them a message and they wont replace it. I asked if they had any replacement screens and never got an answer. My suggestion, Don't buy this product, it is a rip off. Something that is made for young children should not break so easily. Even is you have a warranty on it they will not replace it due to an accident. It is beyond ridiculous that people pay good money for a product that is a piece of JUNK! I will never by another product from this company again. MOBI Go is a way better quality product that does not break so easily.

This leap pad 2 tablet is a junk. I have been texting them for 3 weeks getting no results at al I gave up. When I asked them for address for a repair center ,never got a reply.

I ordered 3 videos and a Violet for my grand daughter - since my grandson loves his so much. Paid and never received the items! I called "outsourced" customer service and they told me it was delivered 20 days ago. They would not send the package right out again to me - they wanted me to track it. That is not my problem, although they want to make it my problem! I paid for products I do not have and still do not have. Their e-mails were obtuse and confusing. All I want is the products I paid for!

i have attempted to conntact several times regarding my account. have wasted alot of money on leapfrog products including leappad 2 never again!!

My son very much enjoys his Leappad 2 so I applaud the product but Leapfrog Customer Service is unhelpful, unprofessional, unresponsive and quite honestly unable to do their job which is to assist this customer. I have been trying to resolve an issue with my Paypal account being double charged in two separate instances to no avail. After having a Supervisor say she would call me back same day and not yet hearing back, Leapfrog is officially bringing this particular family more frustration than joy.

Way to go, Leapfrog.

I bought my son a leapPad2 for Christmas the screen got all scratched up called customer service the sent a new one out got it in a week thank u, but now the new one keeps freezing up it doesn't work with the charger have to purchase new batteries every 3days, the apps and all the videos,games,books are very expensive should of just bought him a tablet..hes so frustrated because half of the time he cant use.

Leapfrog customer service is not helpful at all. My leappad screen went black and when I asked them could it be fixed they basically said I was SOL because the leappad was two years old and out of contract. I asked do they have a service center to get it fixed and that I will paid for it and they said they don't and the only way I could get it replace was if the device was not two years old.