LeapFrog Customer Service Complaints - page 3

Getting a telephone customer help number was bad enough! But when they answer "you have reached us after hours, please try us again, using normal work hours EST , M-F"! And you ARE within those perameters, it's down & out right maddening!! Are they avoiding us? Using stall tactics? What gives?? I'm calling when I'm supposed to! And I need your help NOW!! Please abide by your own rules. Thank You

hi there i got my son a leapfrog pad 2 for christmas he hasnt used it that much as i think he is oo young for it av just switched it on and when u touch the screen the sencer is only working in sum placers i am not happy with this how do i go about this cos its not even 6 months old yet get back to me a.s.a.p

Well I guess after reading all the comments about your customer service, I'm not surprised that I didn't get a call from your corporate office as I was told.
I ordered a Princess leap pad for my 4 yr old granddaughter for Christmas. She loved it - but it didn't last long. I called Leap Frog and I was supposed to get a replacement. About January 22 I received a regular leap pad not the Disney. They told me I would get a mailing label to return the wrong one along with a new Disney Leap Pad. So I received this pkg from UPS and the only thing inside was a return label. It came in a 2 lb mailing package and it took a month! So now it is Feb 22 and my granddaughter still doesn't have her Christmas present and now I can't even get a return text from customer service. I will never buy another Leap Frog product. My advice to you is to buy a Mobigo. My granddaughter has had one for 2 years and never had a problem with it. I keep telling the people at Leap Frog-THIS WAS NOT MY FAULT-IT IS YOURS FOR SELLING A PRODUCT THAT DIDN'T WORK.

Leapfrog customer service is poor on an astronomical scale. They have no empathy, make false promises, and stand on uninformed policy. It is the company that is the problem - not the people they hire - folks need a job. Leapfrog the company needs a heart and a brain - maybe they should visit Oz...

Customer service representatives were unhelpful, no empathy for the consumers and has poor listening skills. Very poor costumer service that offer no satisfaction. They didn't offer any resolution to the problem.

i got my child a leap pad 2 for christmas and the first day playing with it it began to freeze up. i called customer service to fix it twice since then and it still does it and they still wont give me a sraight answere. what do i do?the only way to get it to even turn off is to take the batterys ot of it.

I have now had three communications with what LeapFrog calls "customer support". Three communications later, I have received absolutely no customer support. I've dealt with Sprint, AOL, Bank of America, and many of the other 'worst customer service' companies, and I have to wonder if LeapFrog were as large wouldn't it also make the list?



My situation would have been simple for your so-called 'support' department to remedy. I wanted to buy a LeapPad2 bundle for my 4-year-old's upcoming birthday. I already had put it in my cart on your website and was about ready to check out when I saw that you - unlike so many other online retailers - were charging me for shipping. Reputable coupon sites (couponcabin.com, retailmenot.com, etc.) on the internet were showing various promotions and deals on Leapfrog products (free shipping, 15%off, etc.) but when I used their portals to enter your site, none of the discounts would show up in my cart. We tried over and over and over again until both my wife and I were both extremely frustrated. This order, which should have been very simple to place, had now consumed over and hour of our time and all of our patience. So we figured we'd get some help from LeapFrog customer support. It took three days to get the first response, and a total of ten days until I received the second response. Here's the conversation.



EMAIL FROM ME 12/26/12

I am so freaking frustrated right now. All I want to do is order Item:VB000187 from your website, and get the best price I can get. I've gone to websites looking for promotional codes (free shipping, $ off, etc.) but all they do is take me to your website and not apply any savings in my cart. Here's a couple pages I've been at that advertise coupons, etc.:


Why is it so difficult?? This whole experience has just made me and my wife so damn angry.

Response Via Email (Jefferson M.) 12/28/12

Our apologies for the inconvenience.

Please try going to our website to check on current promotions that we have that could be applied on your online order with us.

Should you need further assistance, please let us know.

EMAIL FROM Me 12/28/12

That's the response I get after waiting 3 days? Your customer service is absolutely awful. How about telling me what promotional code to use for free shipping or its equivalent? You've done nothing to encourage me to buy this from you instead of elsewhere.

Response Via Email (Jefferson M.) 1/2/13

We apologize for any difficulty you may have experienced with LeapFrog. We have carefully read all of your comments, and take them seriously. We will do our best to make as many improvements as we can so that you can have a positive experience in the future.



This is exemplary customer support? Six sentences over two emails; none of which answered my question? None of which helped me in any way whatsoever to spend my money with your company?



Certainly your company must have some tiny understanding that poor customer service is losing you customers and potential customers. For example, I had planned to buy the LeapPad2 from your company, but now I will not. Now I will look at other products made by other companies that can benefit my child similarly, such as Vtech and Fisher-Price products. So now one of your competitors will get my money and my repeat business, after the opportunity to make me a satisfied customer was right within your grasp. It's too bad, too, because I like your product, but when I see the attitude towards customer service that your company demonstrated to me - that is a huge red flag to spend my money elsewhere.

i called leappd for help beacuse i bought more than one leappad 2 for xmas and they told me they would email me the step to do what i needed i logged onto my email n wasnt nothing their but newsletters from them!!!!!!! I WILL NEVER DO LEAPFOG for anyone of my kids or grandkids.... P.S. they have false avertisments too!!!!!!!!!!!!! LEAPFRONG SUCKS

Having just ordered a LeapPad2 Explorer for my granddaughter, being this is an expensive toy, I was appalled by the high price tags for for the apps, had I known this, I would not have bought this product, in fact I am considering returning it. It would appear leapfrog is more concerned with profits than helping teach children at a reasonable price.

This company has the worst customer service i have experienced. I ordered a leappad bundle for my friend as a gift. Purchased black friday weekend. Was told we would receive the order in 7-10 days. We never received our order. After 3 weeks I finally asked for a manager and they agreed to send out a replacement. I explained that the original order was for a birthday present and that we needed it before the Saturday. I was told we would receive the item by signature delivery before then. By Thursday night I still had not receive the tracking number because we would need to make arrangements for someone to be there to sign for the package. I sent an email explaining to cancel the replacement order and to please refund my purchase price. I called the next morning to make sure the email had been received and they said they did not have a tracking number so they didn't know if it had already shipped or not. I told them at that time again to not ship the product and to cancel the order and refund the money. A week later I still have not receive credit back.
This is the worst company for customer service I have had the displeasure to deal with. I will be contacting my credit card company and filing a complaint. Do not order from this company if you care about good service because in my opinion you too will not receive the appropriate service a paying customer deserves.

I've ordered from LeapFrog twice - both times, they've charged me TWICE. And as the learning toys are not inexpensive, the amount of money they've pulled from my account is a big chip in my holiday budget. I save all year for my children to have a nice Christmas (they go without a lot) and this company told me I'll have to "wait until one of the charges drops off" in "three to five banking days." While I can understand refunding money takes time, they shouldn't have taken ti out twice in the first place. I will never order from them again - great toys, terrible customer service, even worse transactions. Buyer beware - go through Amazon or another retailer.

I called the customer service number because I just bought my son a leappad 2 and the car adapter doesn't work. I live out in the country and it is very far to return it. I was hassled about what I was doing wrong and the woman who was a supervisor was extremely rude. My son loves his toy but this is ridiculous. I am a single mom and had to scrape and save to be able to afford this for his birthday. It wasn't the fact that the adapter didn't work that upset me it was the treatment I received when trying to replace it. A very poor representation for the company. Not to mention I was on the phone for 45 minutes and I was put on hold 5 different times.

My granddaughter's leapster needed to be updated with food, etc for her pet pal and in the process I lost the few learning games and ebooks that I bought through the website. I couldn't figure out how to put them back on so I called the customer service number. I have called twice now and the only thing they do is take down my e-mail address and tell me the directions will arrive within 10 minutes. I still haven't received the directions. I have bought 5 items for grandchildren and have been impressed with the products. The customer service that I receive will probably keep me from ever buying another thing from them again.

After receiving a confirmation email, leapfrog.com canceled my order the next day and than demanded that if I wanted to repurchase I must pay a higher price. My original purchase had received free shipping and that the website had erroneously applied the free shipping charges to all orders placed that day. The orders were canceled by the company the next day.

We received purchased a ClickStart first computer for my daughter. After a while the console would no longer power on so I Contacted support. Their response was since they could not verify the purchase date of the unit I would need to purchase a new system. I was prepared to replacing the console, but purchasing the whole system seemed excessive and wasteful; the keyboard did not have any issue. LeapFrog FAIL for not offering replacement parts.

My daughter received a LeapPad2 for her 3rd birthday. She absolutely fell in LOVE with it, especially feeding and bathing her 'pet'. 3 days later, the device won't boot up anymore. Nothing works. Being an extremely technical person, the basics and the advanced stuff didn't work. Who would have known that a 'reset' button wasn't part of the design! So I called them on a Friday after work to take care of it...OOOPS! Sorry, we close at 2pm CENTRAL! Well LeapFrog, since your hours are 2 hours after I start work and end 2 hours before I'm done...and you haven't answered my e-mails 5 business days later... I have to give you a BIG FAIL!! No more LeapFrog products for my household.

Below is my experience with Leapfrog Customer Support via emails over a defective product. Not a happy customer... they will lose a lot of business treating their customers like this

(Customer)...
I just bought a Leappad 2 and the Tangled game cartridge that I bought freezes up whenever you try to play the game in activity mode. The game works fine in story mode but EVERY time you try to play it in activity mode the screen goes blue and it reverts to the home screen (see attached video). I exchanged the game at my local retailer where I bought it and the new one does the same exact thing. I am not sure if you have had a lot of complaints on this particular title or if it might be the actual leappad. Is there maybe a way to get a credit so that I can download the Tangled game and see if it works that way? The retailer where I bought the game didn't have anymore of this title in stock for a 3rd exchange so I either have to wait or go to different locations to find another one and I really hate to use my time and gas and possibly get the same outcome. Any suggestions would be great

(Leapfrog)...
We apologize to hear that you are having this issue. There is no known issue with the Tangled cartridge game.
Please verify how many cartridges do you own? Are you having an issue with the Tangled game only? Is the device working fine with the downloaded games/apps?
If you are having with the cartridge alone, please try the steps below to resolve this issue:
- Turn off the LeapPad2
- Insert the cartridge into the slot several times (7-10 times)
- Blow into the cartridge slot to remove dust- Insert the cartridge then turn it on and check if the cartridge is now being recognized

Should you need further assistance, please let us know.

(Customer)...
I also own the Mr Pencil Saves Doodleburg and Toy Story 3 cartridges which play fine. The only cartridges that freeze up are the 2 Tangled ones. We are talking about a brand new out of the box Leappad 2 so I don't think it is a dust issue, especially since all of the other cartridges play fine. All of the downloaded games play fine as well. I went ahead and inserted the Tangled cartridge 10 times and blew into the slot and when I went to play the activity mode the screen again went blue and reverted to the home screen as it did before



(Leapfrog)...
We sincerely apologize for the inconvenience.
If the steps we have provided did not work, please know that there are 2 options in order to replace your Explorer Cartridge Tangled:
1- If you are within the in-store warranty, the fastest option is to return the product to the place of purchase for a quick exchange.
2- Provide us with a full name, shipping address, phone number, place and date of purchase along with the code numbers engraved or stamped inside of the cartridge game (e.g. 1234567AG). We will enter this information into our system and reply with information on your next option.
If you have any queries, please let us know.

(Customer)...
Today I exchanged the product out yet again and still having the same problem. This is the 3rd Tangled cartridge now that freezes in activity mode. I was told by the retailer that I could only exchange it for the same title since it had been opened so returning does not seem to be an option. Again I request to have a credit to my account that will cover the downloadable version to see if that works. I really don't want to have to return the system itself and be out all of the money I've spent on games and accessories. Below is the requested information...
name: (EDITED)
phone number: (EDITED)
place and date of purchase: (EDITED)
original purchase date: (EDITED)
code numbers engraved or stamped inside of the cartridge game: (EDITED)

(Leapfrog)...
We are sorry to inform you that we can only process a refund if the Explorer cartridge: Tangled was purchased from our website (www.leapfrog.com). However, we are more than happy to offer you a replacement cartridge game. Please send us a photo of your cartridge game and a copy of the receipt so we can proceed with the replacement. Thank you.

(Customer)...
I did not ask for a refund, I asked for a credit so that I can purchase the downloadable version of the same game. If the downloadable version freezes then obviously it is my leappad 2 system itself that is defective and needs exchanged and is not a problem caused by the cartridges. I do not think that my request is unreasonable by any means given the amount of time I have spent driving to and from the Target store and standing in their customer service line to make numerous exchanges of a defective product. I am one email away from returning everything. I am trying to spare you guys by not returning a leappad 2 if it is not defective and I do not want to re-sync a new leappad 2 unless I know for sure it will fix the problem. The requested documents are attached.

Below is my experience with Leapfrog Customer Support via emails over a defective product. Not a happy customer... they will lose a lot of business treating their customers like this

(Customer)...

I did not ask for a refund, I asked for a credit so that I can purchase the downloadable version of the same game. If the downloadable version freezes then obviously it is my leappad 2 system itself that is defective and needs exchanged and is not a problem caused by the cartridges. I do not think that my request is unreasonable by any means given the amount of time I have spent driving to and from the Target store and standing in their customer service line to make numerous exchanges of a defective product. I am one email away from returning everything. I am trying to spare you guys by not returning a leappad 2 if it is not defective and I do not want to re-sync a new leappad 2 unless I know for sure it will fix the problem. The requested documents are attached.

(Leapfrog)...

We are sorry to inform you that we can only process a refund if the Explorer cartridge: Tangled was purchased from our website (www.leapfrog.com). However, we are more than happy to offer you a replacement cartridge game. Please send us a photo of your cartridge game and a copy of the receipt so we can proceed with the replacement. Thank you.

(Customer)...

Today I exchanged the product out yet again and still having the same problem. This is the 3rd Tangled cartridge now that freezes in activity mode. I was told by the retailer that I could only exchange it for the same title since it had been opened so returning does not seem to be an option. Again I request to have a credit to my account that will cover the downloadable version to see if that works. I really don't want to have to return the system itself and be out all of the money I've spent on games and accessories. Below is the requested information...
name: (EDITED)
phone number: (EDITED)
place and date of purchase: (EDITED)
original purchase date: (EDITED)
code numbers engraved or stamped inside of the cartridge game: (EDITED)

(Leapfrog)...

We sincerely apologize for the inconvenience.

If the steps we have provided did not work, please know that there are 2 options in order to replace your Explorer Cartridge Tangled:
1- If you are within the in-store warranty, the fastest option is to return the product to the place of purchase for a quick exchange.
2- Provide us with a full name, shipping address, phone number, place and date of purchase along with the code numbers engraved or stamped inside of the cartridge game (e.g. 1234567AG). We will enter this information into our system and reply with information on your next option.
If you have any queries, please let us know.

(Customer)...

I also own the Mr Pencil Saves Doodleburg and Toy Story 3 cartridges which play fine. The only cartridges that freeze up are the 2 Tangled ones. We are talking about a brand new out of the box Leappad 2 so I don't think it is a dust issue, especially since all of the other cartridges play fine. All of the downloaded games play fine as well. I went ahead and inserted the Tangled cartridge 10 times and blew into the slot and when I went to play the activity mode the screen again went blue and reverted to the home screen as it did before

(Leapfrog)...

We apologize to hear that you are having this issue. There is no known issue with the Tangled cartridge game.
Please verify how many cartridges do you own? Are you having an issue with the Tangled game only? Is the device working fine with the downloaded games/apps?
If you are having with the cartridge alone, please try the steps below to resolve this issue:
- Turn off the LeapPad2
- Insert the cartridge into the slot several times (7-10 times)
- Blow into the cartridge slot to remove dust
- Insert the cartridge then turn it on and check if the cartridge is now being recognized
Should you need further assistance, please let us know.

(Customer)...

I just bought a Leappad 2 and the Tangled game cartridge that I bought freezes up whenever you try to play the game in activity mode. The game works fine in story mode but EVERY time you try to play it in activity mode the screen goes blue and it reverts to the home screen (see attached video). I exchanged the game at my local retailer where I bought it and the new one does the same exact thing. I am not sure if you have had a lot of complaints on this particular title or if it might be the actual leappad. Is there maybe a way to get a credit so that I can download the Tangled game and see if it works that way? The retailer where I bought the game didn't have anymore of this title in stock for a 3rd exchange so I either have to wait or go to different locations to find another one and I really hate to use my time and gas and possibly get the same outcome. Any suggestions would be great

Leapfrog provides lots of great items to promote learning but there customer support is HORRIBLE!!!!!!! First off the person you are talking to needs to understand English!!! I had to repeat the problem 3 times and the last time I had to speak very, very slowly so she could follow what I was saying. Then she had no real clue what I was talking about. You could tell that she was reading from a standard book of possible solutions and had no concept of the product. It was a wasted call. I realize that you probably get a high vomume of calls but the preson on the other line should have some knowledge of the product.

Worst Customer service I have ever experienced! Bought a leappad from our 5 year old for Christmas 2011. By March, the leappad keeps freezing up. I have emailed customer service and they continue to give me the same response. "The files you send we cannot read, please send them again." It is insane. If I knew this, I would not have purchased this product. Still have not resolved the issue and we are still at step one. Insane!

after arguing with leappad for 3 hours! they finally agreed to send a replacement leappad for my daughter. however the lady i talked to was so stupid that i had to keep repeating myself. i will never buy another leapfrog toy for any of kids ever again!!!

Purchased leap pad explorer for our son for Christmas. Product stopped working February 17. Have been trying to return since then, however the store where we purchased it is out of stock. I've called the store every week since and no luck. Called Leapfrog customer service. They were even LESS helpful. And so we sit and wait. Unsure yet if even though we have a receipt but no box if we're out the $200 we spent on the device and games. But meanwhile we have a very sad 3 year old that had to give up his one major Xmas present this year.

We are appalled at Leapfrog.com's customer service and policies when it comes to returns. They charge higher prices, astronomical shipping fees AND return shipping fees for GIFTS!!!!!!! In this day and age, this is insane. They have lost our business, and the business of family and friends. From now on, if we choose to continue to order LeapFrog items (Which we typically love), it will definitely not be from their website. We will make our purchases at Target, Walmart or Toys R US, where customer satisfaction is valued. Shame on them for taking advantage.

LEAPFROG is the absolute worst company I have ever done business with. I made an online purchase on January 26, 2012 and today is Feb.10, I still have not received my $235.00 order. I've called numerous times, placed on hold forever and its very hard to understand the person once they do finally come on the line. Emailing does not help and they are not allowed to give me the phone# to the main office. Still have no idea IF or WHEN I will receive my product. They remembered to charge my credit card though!!! Awful experience!!!

I bought the leapster explorer for my son and hes made a lot of effort to earn micromods I have been trying to access it to exchange them as his "pet" has no food and cannot get in, this has been for a few good weeks now. VERY UNHAPPY! the thing cost a fortune and we cannot even do the simple things for it. MONEY MAKING SCHEME!