ComplaintsforMy Dollfy

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed an order on July 3rd for a baby mobile. I paid $119 and also paid $29 for a preview of the mobile. The website states it takes 5-7 days to create the item. It took longer. I emailed to ask what was taking so long. They said they were a week behind schedule. Ultimately this order was supposed to take 5 weeks to receive from the date of purchase. Once I was able to preview my item I assumed it was on its way but about 2 weeks later I emailed because I still hadnt received anything. The company reassured me my order was still on its way. A week later I inquired again and they told me the package was lost. I told them I wanted a refund. They then responded with they found my order and it should be here within the week. As of yesterday 8/29/24 I told them the tracking hadnt moved and I assumed my package wasnt going to make it. They responded that my package was indeed lost and theyd replace my order and they only give partial refunds. There website states that if a shipping issue occurs you have the right to request a refund OR get a replacement. I do not wish to wait for a replacement. The website has inaccurate information. They send emails that say your order is moving through the process that dont align with the process (automated emails) and they continuously respond with things that are untrue. I want a full refund of the $119 and $29 that I paid for the item I never received 2 months ago. This seems like a scam.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I placed my order for a custom crochet doll on 11/26/23. On 12/5, I was informed that my doll was in the Quality Control process and was ready for the final stage. I paid additional fees to preview my doll first, so it said it would take an additional 1-2 days for that. On 12/11, I reached back out as I hadn't heard anything yet. They responded saying they were still working on it and assured me it was in the final stages of completion. I reached outa again on 12/15 since I still hadn't heard from them since 12/11 and was again told that they were working as hard as they could but were actively working to fulfill my request, which makes me think they hadn't actually started on it as previously stated. I responded back asking to get an actual status and not a generic response as I had been getting. I didn't get a response from them until 12/17, which they said they aimed to have the preview to me in the next 1-2 days, to which I still haven't seen anything come through. I checked previous reviews and one other person online is having the same issue as me. My biggest concern is that their website states their products are made in the US, but their shipping policy states that there can be additional days added to the shipping time when items are coming through customs. I work in customs and know that if this is made and shipped from the US, it would not go through customs so it seems this item is actually made outside the US. I've asked them to refund my money but no one will respond back to me now, so I need some additional help as it seems I will not be getting this item by Christmas I hoped.

  Business response

  01/03/2024

  Thank you for bringing this to our attention, and I sincerely apologize for any inconvenience and frustration caused by the delay and communication issues. I understand your concerns and want to address them promptly.
  
  After reviewing your order, I can confirm that your custom crochet doll has been completed. We have sent you the preview images, and based on our tracking information, it shows that your order has been successfully delivered.
  
  I acknowledge that the communication during this process did not meet your expectations, and for that, I sincerely apologize. We are actively working to improve our processes and enhance our customer communication.
  
  Regarding your concerns about the shipping and customs, I want to clarify that our products are designed and customized in the US, but the physical production takes place in ************ in *******. The shipping process *** include the international leg, which can lead to additional days due to customs processing.
  
  As a gesture of goodwill for the inconvenience you've experienced, we would like to offer you a partial refund for your order. If you agree, please provide your preferred refund method (original payment method or store credit), and we will process it promptly.
  
  Once again, I apologize for the challenges you've faced, and I appreciate your understanding. If you have any further questions or concerns, please feel free to let us know.
  
  Thank you for choosing My Dollfy.
  
  Best regards,

  Customer response

  01/03/2024

  Good afternoon,

  I accept their offer of a refund to my original payment method. Do you communicate this to them?

  Customer response

  01/10/2024

  Hello, I did respond back after the last email and said I would be happy with the refund, then asked if this is something you handle or if I do. Did you all not get that email?

  Customer response

  01/23/2024

  Good morning,

  Please provide my refund as my original payment method.

  Thank you!

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