LeapFrog customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from LeapFrog.

Posted by Anonymous


Leapfrog should update their name selections! I have one my pal scout and one my pal Violet for my two kids and my daughter is extremely upset because "Violet" won't say her name. What is the point of spelling the name if she doesn't know "Violet" is actually spelling her name. I brought both of these my pals 2 to help my kids with learning their names. FYI. My daughters name is Bellatrix. Your original my pal Violet said her name. I got her a new one and now it won't!!

Posted by Anonymous


My granddaughter loves playing with the alphabet but and has learned all her letters and sounds. Unfortunately, some of the letters have been misplaced. Is there anyway that I could purchase a new set of letters?



Thank you,

Posted by Tarin


Both of my children got tye leappad platinums for xmas and theyre not working right. We cant download their free game, we cant do anything at all. Now their home pages are not showing any of the apps at all. Something needs to he done or i will he returning tye products. Thank you

Posted by Anonymous


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.

Posted by Peggy


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

Posted by Anonymous


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!

Posted by Anonymous


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.

Posted by aj


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.

Posted by Anonymous


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

Posted by Anonymous


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

Posted by epk22


My daughter received a LeapPad2 for christmas. It fell through our recliner, and the outter plastic was marred but not the underlying screen. However the touchscreen stopped working and I called and after following their instructions they sent a replacement.

Posted by jose


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.

Posted by Anonymous


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

Posted by sarah


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

Posted by Anonymous


Thank you for the great customer service I received about my sons leappad2. The screen cracked when he pointed to a letter. They exchanged it with no problem and he is playing it now. Thank you for making his day and ours!!!! GREAT CUSTOMER SERVICE!!! THANK YOU AGAIN!!!
The Murphy's

Posted by Anonymous


My experience with Leapfrog has been a good one. My son had a leap pad that didn't work properly...I wrote to them and explained and the sent him a new one.

Posted by tina


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.

Posted by Anonymous


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.

Posted by arcasper


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.

Posted by cheeky0524


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.

Posted by Anonymous


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.

Posted by NCMamaTo2


We bought a leappad at Christmas this year for my daughter. A few weeks ago it stopped working(it froze as soon as it was turned on) I called customer service who was very helpful. At first they sent me an email with a list of lots of trouble shooting things. Nothing worked. I emailed customer service back and they offered a replacement and said I would receive it in 7-10 business days. VERY pleased with the customer service of leap frog. Highly recommended.

Posted by jenny


My son's LeapPad suddenly started acting up and then quit working all together. I called the customer service number, and the man who I spoke to was very nice. He asked me to clean the battery connections to see if that would help. It did not. He said he would send me an email with information on how to get a replacement. I got the email immediately with simple instructions and a request for my mailing address. The email stated a replacement would be sent within 7 - 10 business days. So far, a very easy and friendly transaction. Hopefully the new LeapPad will arrive in working order with no further issues. I will update if/when the new LeapPad arrives.

Posted by Anonymous


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.

Posted by Disgruntled


My kids love the leap pad, but I have been working since the day I ordered 2 to get the product I ordered and it has been 2 months already.

First, the order was canceled mysteriously? Then I got one instead of the two I ordered, then the second one came, but only as the leap pad itself, not at a bundle. Really? Three strikes and you are out in my book!

I can't believe how incompetent their customer service team is. Call after call, hours of hold time and all they will do is send me an email that reiterates that they don't know what they are doing! Even the messages aren't grammatically correct. Seriously, they need to get things together.

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