West Coast Kids - Richmond Hill, Ontario L4C 5G2 (Hillcrest Mall)

TERRIBLE EXPERIENCE - GOT STUCK WITH A CUSTOMS CHARGE FROM AN ITEM I PICKED UP IN STORE! | by Nicole on Jan 11, 2019

Think twice before buying from this store! I purchased a changing tray from Richmond Hill's West Coast Kids in August of 2018. They didn't have my product in store and said that they could place an order for me to pick it up in store. 2 months later.........I finally picked up the changing tray in store. After bringing it home, I found that the product has been damaged. I contacted the store and they tell me "no problem, we'll have another ordered and shipped directly to your address to avoid any inconvenience". A few weeks later, I started getting calls from UPS saying that I'm responsible for paying a customs charge upon deliver of the package. I then contacted West Coast Kids to tell them about the calls from UPS and the store tells me that this customs payment was not be my responsibility to pay, and that they would have it taken care of. I didn't hear back from the store after that. Weeks later, I got a letter in the mail from UPS saying that there is an outstanding amount for customs in my name. I followed up with the "supervisor" of the store to confirm if this payment has been made. She tells me that she's sure it was dealt with. I asked her to confirm. She said that she would definitely confirm and let me know. I heard nothing after that. Two days ago, I get a call from UPS stating that my customs payment has been overdue since DECEMBER 8, 2018. I called the store yet again to find out what was going on with this payment. I spoke with the manager of the store to solve this matter. She tells me that she will bring this issue to her head office and have it dealt with ASAP. She confirmed that she would follow up with me as soon as she heard back from them. I didn't get a call back. I reached out to the store today (keep in mind, this is roughly 6 months from the original date I ordered my changing tray) asking to speak with the manager to follow up on this matter. The manager tells me that she's going to call their head office and confirm that payment was made. 5 mins later, I get a call back from her confirming that payment was made. I asked her to send me an email so that I have record of this and she agrees. As I waited for this email (which by the way, I never got), I called UPS to confirm that this customs payment was made - they tell me the balance is still outstanding (about 40 days...). I bought this changing tray 6 months ago. I have yet to find out who and when this payment will be made by West Coast Kids - with a product that I BOUGHT IN STORE. I have never in my life had this kind of experience with any retail store. This has to be the most unprofessional and unacceptable store I have ever come across. PLEASE SAVE YOURSELF THE TROUBLE AND BUY YOUR BABY/INFANT PRODUCTS ELSEWHERE.