Despite the fact that we have 3 Webkinz accounts, 9 Webkinz pets, and have spent well over $100 with this company, we are unable to access the Webkinz world. Whenever we try to login to any of our 3 accounts we receive an error message that prevents us from doing so. I contacted them back in May about the problem, and received an email on 5-19-2008 apologizing and stating the problem would be fixed, but it hasn't. I've sent several emails since then requesting the problem be resolved. In the emails, I've included every "secret code" to every animal we've purchased. It's now almost July, and the problem is still not fixed, nor have I received ANY follow-up correspondence.
The customer service is virtually non-existent. There is no phone number or address listed on the Webkinz site (that I could find). Emails remain unanswered. I did find an address and phone number on the Ganz.com website, but when I tried to contact them via phone I was not permitted to speak to a real person, and was forced to to leave a message. However, they state if the message is not returned in a timely matter, it's because they are experiencing a high volume of calls, and then they go on to ask that you not leave any further messages.
Why is this company continuing to sell Webkinz if the site is unavailable? The tag on a Webkinz pet states, "Adopt a pet...discover a virtual world." My kids bought this product because they believed, as advertised right on the tag, they are receiving a virtual pet and access to Webkinz.com. In actuality, they spent their money on just a stuffed animal. That sounds a lot like false advertising to me!