Step2.com Customer Service Issues

Dear Step 2 Customer Service, I have been a dedicated customer of your products for a long time and have always admired their quality. However, this time I am facing an issue with my recent purchase, the Step 2 Thomas the Train Coaster. I was thrilled to gift this to my children for Christmas, but upon opening the product, I was disappointed to find that it did not meet my expectations. The holes were already worn, preventing us from assembling the coaster properly, and we also did not receive the necessary plastic bolts to make the train functional. My kids were looking forward to using this coaster, but we were all let down by these defects. I am reaching out to inquire about the process of getting a replacement for this faulty item. Thank you, Regan

Subject: Request for Taller Version of Water Maze and Splash Table Dear CEO of Step2, I recently purchased your water maze and splash table for my grandson who has autism, and he absolutely adores them. I'm reaching out to inquire if it would be possible for Step2 to create taller versions of these items. While there are similar products available, yours truly stand out in meeting the sensory needs of children with autism. I genuinely believe that a taller version of these toys would be incredibly popular within the autism community. I would love to be the first to purchase the taller versions for my grandson, who finds great joy in your products. I look forward to your response. Sincerely, Elizabeth B. [redacted] N Panorama Dr unit [redacted] Fountain Hills, Arizona [redacted]

I have bought multiple Step 2 toys before, and my grandchildren love the roller coaster. Unfortunately, the handle on the yellow roller coaster broke. When I called yesterday, September 6th, to inquire about a replacement, the customer service representative was extremely rude. The unpleasant interaction left me reluctant to place an order. I have never experienced such behavior when contacting Little Tykes before. My 2-year-old granddaughter and 16-month-old grandson adore the toy, but they can't use it without the handle. I also have another grandchild who will soon be old enough to enjoy it as well. I felt it important to share this experience, yet I am hesitant to call again due to the service I received. Thank you for your attention to this matter.

I recently received the Step 2 Gingerbread House, and I must admit that I faced significant challenges following the included instructions. Unfortunately, when I attempted to insert batteries into the wreath, the tabs broke off, making it impossible for the wreath to stay on top of the house. This issue occurred even before my grandson had the opportunity to play with it. I am disappointed in the quality of the product given its price. I am in need of assistance with either a return or a replacement for the wreath. At this point, I am considering if I may require the entire top section of the gingerbread house as the wreath's base is already screwed in. I hope to resolve this matter promptly as I intended to enjoy the product during the holiday season, not in January.

I had a terrible experience with customer service. I was on hold for over an hour, and when I finally got through, the person I spoke to sounded overwhelmed and eventually hung up on me. Our order had missing and damaged items, which was very disappointing. It's disheartening to see a company operate this way. I feel like they don't value their customers or quality. To resolve this, I request a full refund for the shipping, replacement of the missing parts, and a discount for the incomplete item.

I received a Step 2 kitchen set from a Secret Santa at the Salvation Army. When I opened it, I noticed that it was in new condition, but unfortunately, two of the hook knobs were broken, and the utensils were missing. I am looking to find out how I can acquire these missing parts. I understand that due to the circumstances, replacement parts may not be free, and I am more than willing to pay for them. This kitchen set is for my great-great-niece. Thank you in advance, and I wish you a Happy New Year.

I contacted customer support today to ask some questions and interacted with Laura, who was quite impolite. Earlier, I inquired about price matching for a kitchen set for my granddaughter but was informed it was not possible. Later on, I asked Rachel if there were any coupons available for the same product given that price matching wasn't an option, to which she said no coupons were currently being offered. I mentioned finding a website with STEP 2 branding that had various coupons, but none of them worked. Laura then clarified that those coupons were not valid. I expressed my disappointment and uncertainty about purchasing from STEP 2. I have been a long-time customer since the 90s and used their products for my kids and now for my granddaughter, but this experience has left me hesitant about future purchases.