Sick of Junk Products – Xia-Xia (toy) – Partially acceptable response

Santa brought Emilyann a Xia-Xia that she asked him for. It was broken before it even made it out of the package-I cry foul.

This is the email I sent:

Hello,

My 7 year old daughter asked every Santa Claus she ran into for a
Xia-Xia pet so imagine her surprise when she found one in her stocking
on Christmas morning. Unfortunately, the packaging was too tough and
the Xia-Xia pet too flimsy to last even coming out of the package. One
of the claws snapped right off leaving a little girl with a broken heart
and tears on Christmas morning. Your product should be a little more
robust, they are toys after all. And the packaging should not be Fort
Knox. I am very disappointed with your product, I haven’t been
successful with the super glue yet either but she still plays with the
one clawed Xia-Xia.

Scott Schluter

This is what I got back on the same day:

Dear Scott,

I am sorry that you are having trouble with your Xia Xia Pets. Our policy is to ask you to return to the store of purchase for an exchange when there is a problem with a product. We have a return allowance in place with our authorized retailers that allows them to make that exchange easily for our customers. If you are unable to do this, I will need to ask you to send the crabs to us and we will make a replacement for you.

Please wrap the crabs carefully to avoid damage, placing it in a padded envelope and mail it to us at:

Cepia LLC
121 Hunter Ave
Suite 103
St Louis, MO 63124
Attn: Lynn

Be sure to include your return address inside the envelope as well so we have a good address for mailing the replacements!

Kindly,

Lynn Kelly
Director of Consumer Relations
Cepia LLC

So they are willing to replace the unit if I can’t get Santa to exchange it. A bit hard to explain this to a 7 year old with Santa involved, no? We may send it off to Cepia for a return, but we’ll first check the cost to send it off because, frankly, the toy itself it 100% junk so only worth it for my little girl’s heart. We won’t purchase any Xia-Xias; they are crabs with little friends that sit inside shells that mount to their back. The crab moves on wheels until it bumps into a wall then reverses and turns and moves forward again…only in theory. Ours bumps into things and continues to spin wheels half the time, does back up, turn and move forward again the other half. Sometimes it won’t even get started moving. The legs are extremely fragile. Very poor design, they could be made sturdier and be made to actually do what they advertise they do.

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