I really didn't want to give a star
I really didn't want to give a star. The kits are good and fun when they work but beware of their customer service. This ongoing battle for a such a minor request (yet one that would allow my child to complete the project!). I requested that they could send out the long one over 87 days ago (the irony being it was for a Perpetual Calendar!) Email trail below and happy reading: SAT 16 AUGUST (Me) My daughter was in the process of making the 'Perpetual Calendar' which is fab by the way. She got to the end and the dowel that runs through the number tumbler is too short to allow the two thin disks and O-ring to be placed around the handle. I checked that she used the correct ones for each part and took it apart to reassemble – the dowels in fact are are the same size. Would it be possible to send out a longer dowel so this can be completed. TUES 28 OCTOBER (Me) I had really hoped you would have answered my last email and helped my daughter complete her kit. Please can you look into my previous request. TUES 28 OCTOBER (KiwiCo) Hi there, I'm Chip, KiwiCo's virtual agent. Thank you for reaching out again about the Perpetual Calendar kit. It sounds like the dowel included might be too short for the assembly with the two thin disks and O-ring. Could you please confirm if you have the instruction manual handy? If so, could you provide the exact name or part number of the dowel causing the issue, or a picture from the manual showing the part? This will help us assist you better. If you don't have the manual, I can connect you with our Customer Care team who can help further with this. TUES 28 OCTOBER (Me) It's Part D, step 4 and the 'long' dowel. It would be nice for a human response seeing as this is the second time I'm contacting Kiwi Co. WED 29 OCTOBER (KiwiCo) Thank you for reaching out to KiwiCo! I truly appreciate you contacting us for assistance. To ensure we can provide the best support, could you please share more specific details about your concern? Any additional information you can provide will help us address your request promptly and effectively. I look forward to hearing from you and helping you further! Best regards, Mark THURS 30 OCTOBER (Me) Good morning Mark, I'm not sure how I can be more specific when I've written two emails and answered the virtual agent. Please find the details below: (Email forwarded) THURS 30 OCTOBER (KiwiCo) Thank you for reaching out to KiwiCo. I want to ensure we can assist you promptly with your concern regarding a possible missing item in your project. Could you kindly provide the name of the child, the order number, and the name of the crate? Once we receive this information, we’ll be happy to process a replacement for you and make things right. We're excited to get you back to exploring and innovating! If you need anything else, please don't hesitate to let us know. MON 10 NOVEMBER (Me) Child's name: Provided Don't know the order number as they were given as gifts by Provided (Grandfather) Lot #03262021-CW Part #F1790-ECAL MON 10 NOVEMBER (KiwiCo) Thanks for reaching out to KiwiCo. After reviewing your account, we can confirm that the subscription under 'Childs name' has already expired. To help us locate the order and address your concern, could you kindly provide the order number as well as the name of the crate? Once we receive this information, we’ll be happy to assist you further and process a replacement for you. We truly appreciate your patience and cooperation, and we’re committed to making things right for you. Please let us know if you have any questions. Hope this helps! MON 10 NOVEMBER (Me) Is there anyway I can speak to a human being or speak to someone who can actually do something? You keep thanking me for 'reaching out' and I'm a little tired of doing so! I had kindly asked for one slightly longer dowel over two months ago and I have had to supply details to 3, 4, maybe 5 emails and now this latest cracker. It was a gift from a grandparent, I do not have an order number but you clearly have my son's details (and should already have the order number attached to the account)! Yes the subscription is over and we don't want another – surely as a company providing toys to inspire kids to build a better world you would like to give them the correct parts to do so? I have attached the correspondence from you to my father-in-law and the crate was the Eureka Crate (Perpetual Calendar) TUES 11 NOVEMBER (KiwiCo) Thanks for reaching out agin to KiwiCo. To assist you further with your concern, we kindly ask if you could provide the email address of the account owner. This will help us locate the account and get everything sorted for you. There still hasn't been a resolution and this is for a missing part. I would hate to be dealing with these guys if there was money on the line!