Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 13, 2025, I sent my American Girl ****, *****, to the American Girl ************* for a full head replacement. After waiting nearly a month, the doll was returned to me on February 10, 2025, with significant defects. The new head had a large bald spot on the side, one eye was visibly larger than the other, and the eyebrows and eyes were misaligned.I immediately took pictures and contacted the ************* to report the issues. Instead of acknowledging the defects, they insisted that the bald spot and misaligned eyes were "normal" and refused to take responsibility for the poor quality of the replacement. Their only resolution was to offer to return the original head and refund my order. However, after waiting an entire month for a repair, this is not an acceptable solution.I also contacted American Girl customer service by phone. Both the customer service agent and their manager reviewed my photos and agreed that the doll's eyes and wig looked defective. However, they informed me that the ************* has the "final say" and that nothing further could be done. The ************* later told me, "We can bring your doll back to the *********** for an in-person evaluation, however, we do not feel we can improve upon the new head you received."This response is unacceptable. After trusting American Girl with my doll for a month, I now have a doll in worse condition than before, and the company refuses to make a good-faith effort to correct the problem. I expect American Girl to provide a properly aligned, defect-free replacement head, as I originally paid for.I would like the American Girl ************* to replace my dolls head with one that does not have a bald spot, misaligned eyes, or other visible defects. If they cannot provide a proper replacement, I expect the doll to be returned in the same condition and a full refund, including the cost of expedited shipping.

  Business Response

  Date: 02/19/2025

  Dear Ms. ********************* style="font-size: 0.875rem;">Thank you for allowing us the opportunity to address your complaint and provide a resolution.

   We rush shipped a newly refurbished ***** **** to you today from our **************** at American Girl.  We also were happy to issue a credit for the entire order, in the amount of $147.66, which also included a different ****, ********. We also included a discount code for $50 which can be used on future orders as a thank you for your kind patience.

  Sincerely,

  ***** *********

  American Girl Associate Manager of Corporate Communications

  Customer Answer

  Date: 02/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business went above and beyond my expectations to resolve the complaint. Thank you American Girl for superior service. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/09/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put in an order for a doll and accessories. Money was taken immediately, and I got a confirmation number. When I try to look up the order status I get an error message. **************** told me they could not find the number. I made this order off the official AG site. I am out $165 and just get a sorry.

  Business Response

  Date: 01/09/2025

  Dear Ms. ********** thank you for allowing us to resolve this issue for you. You've extended such grade and understanding as we determined what happened to the order.

   

  Kind regards,

   

  ***** *********

  Manager, ***************** Communications

  Customer Answer

  Date: 01/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  Date:01/03/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  order placed on December 5th. Well before the holiday deadline of Dec 12th.AGP2957290 Here is a brief rundown:Dec 4th I called before placing the orders, where a customer service agent said the shipping was not handled by *********** as you were aware the the strike and guaranteed to arrive before Christmas December 16th I called customer service as the dolls had not arrived and the shipping tracking was still showing the dolls were in **. **************** agent said to call back on Dec 18th. She said no one could provide me updates on tracking but it would arrive.December 18th the dolls still showed no movement from tracking, customer service agent sent out my doll order again with the promise it would arrive on the 21st. Again, she said no tracking information could be provided on the original order.December 20th the NEW order showed no movement, and no agent could provide any updates on either tracking numbers. Original order still not moving.December 21st, the replacement order did not come. I was informed by another agent that there was no possibility the new orderrush order would arrive for Christmas and to hope the original order would come in time. Still no updates in tracking December 22nd, still no information able to be given to me by customer service. I reached out to Landmark Global and they said THE ORIGINAL ORDER WAS NEVER SHIPPED.23rd: I get an update on the rush order, which is now being shipped by *********** despite the reassurance it would not ***** is now December 30th and there are still no dolls.Canada Post customer service told me the new shippment is unlikely to arrive before mid January due to the backlog of 2 months strikes.Ive called 8 times and also emailed 3x about my missing dolls. My original order was not even shipped. Still no dolls. Very sad kids without a Christmas gift.

  Business Response

  Date: 01/08/2025

  Dear Ms. ********

  Thank you for allowing us the opportunity to address your concerns. Our sincere apologies for the frustration and disappointment you and your daughters experienced with your order. You have been most gracious and understanding. Thank you!  We look forward to continuing our relationship in the future.

  Kindest regards,

  ***** Panaretos 

  American Girl

  Customer Answer

  Date: 01/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two dolls to be delivered by Christmas. After making the purchase and receiving one I checked my email and found that one was back ordered until mid January. However, it shows in stock in nyc. **************** doesnt answer. The wait times are extremely long. I paid for the doll now and I need it for Christmas. Its only a couple of days away.

  Business Response

  Date: 12/20/2024

  Thank you for allowing me to resolve this issue for you.  Wishing you the happiest of holidays!

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an American Girl Gourmet kitchen on 11/11 in the amount of ******, Order AGP2692180. I returned the order on 11/25. I printed the return label which deducts 6.95 for shipping. The order was marked as received on 12/2. I called today 12/9 to see the status of my refund, and was told it would be two more weeks because the return department is behind. Customers are making large purchases and waiting a month for a refund is ridiculous. If American Girl knows this is an ongoing issue they should put a disclaimer on the website when customers initiate a refund to notify them of the wait time.

  Business Response

  Date: 12/11/2024

  Dear Ms. ****************** you for allowing us to respond to your complaint.

  We apologize for the delay in your refund.  We've experienced an unprecedented volume of returns due to the time of the year. We recognize how frustrating and disappointing this has been.  

  We issued a refund to your original form of payment today, 12/11/24, in the amount of $288.90. As a courtesy, this refund is in advance of opening and confirming your return. The shipping surcharge for the size of the item is not refundable. The refund amount is as follows: $270.00 for the item and $18.90 for the tax, totaling $288.90.  You should see this refund on your credit card within 3-5 days depending on your credit card's reporting practice.

  Again, thank you for allowing us to address your concerns.

  Kind regards,

  ***** *********

  Manager, Corporate Service Communications

  Customer Answer

  Date: 12/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order online with American girl. Its our first time ordering with them. My daughter created a doll exactly to her liking and we ordered it with accessories totaling to $310. The accessories were shipped and delivered fine. The doll took time because it was custom. They did not print the label correctly resulting in the package being sent back to the vendor. I emailed them and explained and they didnt understand. I called and the First **** hung up then the Second **** said she didnt know how to help so she would have a supervisor follow up. They never did so I had to spend time calling again. The lady said I could order the same doll but different hair or if I wanted the exact one my daughter made it wouldnt be in stock until June. To save the order she offered a free doll and I said ok but when we got to changing my doll and I asked for the free doll she mentioned she said she couldnt do it. That was going to be her first American girl doll but its been such a disappointment working with them.

  Business Response

  Date: 12/10/2024

  Dear Ms. ********,

  Thank you for reaching out to American Girl and allowing us an opportunity to address your concern.

   We issued a refund for $310.30 on December 3, 2024, to the **** card used for the purchase. You should now have a record of the refund through your **** account.  The processing time is typically ***** hours.  If for some reason you have not yet received the refund, please reach out to us at ************ so e can investigate further.

  We apologize for your experience, and we thank you for your kind patience and understanding.

   

  Sincerely,

  ***** *********,

  American Girl

  Manager of ***************** Communications

• Initial Complaint

  Date:11/14/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 31, 2024, I placed an order with American Girl for an American Girl ****** Frozen **** Collector Doll. The collector doll cost a total of $328.60. I received the doll on August 28, 2024, but it had serious wig defects. On September 7, 2024, I sent an email to American Girl to ask for a full refund due to the doll's defects. On September 13, 2024, I received an email from American Girl, allowing me to return the doll for a refund, minus $6.95 for the return shipping label. (The emails are attached.)I returned the **** collector doll through ***** with the label provided by the company (tracking number ************). According to the tracking, American Girl received the doll on October 7, 2024, but I still haven't received a refund. I have asked about the refund twice, and each time I was told that the company is too busy handling other returns from September. (See the attached email dated October 14, 2024.)The company has had plenty of time to refund my money, and I want the refund that was promised to me.

  Business Response

  Date: 11/22/2024

  Thank you for reaching out to American Girl and for allowing us the opportunity to resolve your issue.  We apologize for the delay in your refund.  You used Shop Installments for your payment method which delayed the refunding process.  We issued you a refund check on November 22, 2024, in the amount of $321.65.  The amount is $328.60 minus the return shipping label fee of $6.95. You should receive your refund within 7-10 business days.  Thank you for your generous patience and understanding.

  Customer Answer

  Date: 11/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  C. ******* *******

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are selling gift cards that are available at many retailers. The cards say, honored at Americangirl.com, but are not actually able to be used online. We have tried many times with several cards over many years. Every time I have called about it I feel brushed off and am told to just make the purchase over the phone. I told a sales person over the phone in 2022 and **************************************************************************************************************************** prefer to actually be able to make an online purchase as it clearly stated I should be able to.

  Business Response

  Date: 09/16/2024

  Thank you for reaching out to American Girl and for allowing us the opportunity to address your concern.

  We have not had known issues with cards purchased from third party partners. They have been extensively tested and used over the years we've offered the cards without issue. However, if purchased from an auction site or some other reseller, we have no control if those cards are valid or not. 

  We apologize for the inconvenience you experienced, and we are happy to assist with any online order should you experience any difficulty in the future. 

  Sincerely,

  ***** *********

  American Girl

  Associate Manager of Corporate Communicaitons.

   

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my granddaughters doll to the American Girl Hospital. They emailed saying the fingers were chewed. My granddaughter, **** said that wasnt true after a totally new doll came back to my house. Yesterday, when **** was playing with ****, the doll she recognized it was not her doll. The head was not damaged and they switched the dolls head. They switched the doll because addy was almost 30 years old. The doll once belonged to my daughter who has *************************** is no longer an ethical company.

  Business Response

  Date: 05/15/2024

  I've had the pleasure to speak with **************** and address her concerns. We were able to resolve her issues.  Please consider this closed.  Thank you!

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughters received American Girl dolls and accessories from their great-grandmother for Christmas. Their great-grandmother wanted to me to wrap the dolls and accessories for them to open. Unfortunately, they already had the dolls that were gifted. So I returned the dolls on December 18 (they arrived in their system on December 27) and was told by American Girl to go ahead and order the things that I wanted so that they would be here in time for Christmas. ** then told me that they would send a refund check once the returned items were processed. I emailed every week checking on my refund. The refund was finally processed on January 23,2024 and was expected to arrive in 7-10 business days. At day 10, I responded to the company stating that I still have not received a refund check. They said that it was issued on January 23 and to give it an extra week for delivery. I waited an extra week and sent another email stating I have not received a refund. ** responded and said they have escalated the issue and will be in touch once they have done some research. It has been a week since that email and I have still not heard back from them. This is the absolute worst company I have ever dealt with. I will be telling everyone I know not to do business with this company, which is unfortunate because I had American Girl dolls as a young girl and would love for my girls to enjoy them too.

  Business Response

  Date: 02/27/2024

  We sincerely apologize for the delay with your refund check.  We also apologize for the frustration, disappointment and the time you had to spend to rectify this. This is certainly not the exceptional service you deserve and that we pride ourselves in providing. Thank you for taking our call today and for allowing us to apologize over the phone and to offer a small gesture of apology.  You have been nothing short of gracious and understanding.  Thank you!

  Customer Answer

  Date: 02/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************