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:04/21/2025

  Type:Product 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.

  Ordered a pair of shorts from this company on 4/13/25 and paid extra for one day shipping. I reached out to the carrier on the 17th as advised by the company because dollskill had told me that it was an issue with the carrier not them, but this was a lie. When I reached out to the carrier they informed me that they were not in possession of my package and that dollskill had given me false information. I went back to the company with this information and with proof that what they were telling me was false and they did absolutely nothing to remedy the situation. After much back and forth between me and the company all I want is to receive a full refund and to never have to deal with them again asbirs obvious they don't care about their customers and seem to be wanting to scam. If I hadn't reached out to them they would have done even less than the bare minimum (which they barely even did)

  

  Business Response

  Date: 04/23/2025

  The customer is reaching out about a late order. The customer's order was delivered on April 21st. Dolls Kill has refunded the customer's shipping fee and has provided the instructions on how to return the order for a full refund.

  The customer has not started a return. ********************** will provide a full refund if the package is returned. The customer can start a return for a refund at dollskill.com/apps/returns

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23233175
  
  I am rejecting this response because: I feel as though I should be either fully refunded without the hassle of a return, or a partial refund due to the lack of urgency and untrue information that was provided to me throughout this whole painstaking experience! Not only that but the shorts I ordered were heavily discounted the following days and I believe if im not awarded with a refund that the discount should be honored in the form of a partial refund. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/24/2025

  The order has been delivered and received by the customer. Additionally, the customer's shipping fee was refunded due to the delay on April 19th, 2025.

  The customer is welcome to return the full order for a full refund. Because the items were delivered successfully, a refund can not be provided unless Dolls Kill receives the items back.

  
  

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23233175
  
  I am rejecting this response because:
  When my item was first lost in transit ( it was not lost thats just what the company claimed, it was actually sitting at their warehouse the whole time according to the shipping company) I was informed that i would be sent a replacement or a gift card for out of stock items. Due to this being offered I still feel as if a partial or full refund without the hassle of a return is required to compensate for this mess. As you can see prior to delivery I requested a full refund multiple times as I was told the shipment wouldnt be making it to me despite the fact that i paid for overnight shipping. This falls on the business to take care of not for me to go out of my way and return something that was claimed as lost and offered collateral. 
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/21/2025

  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.

  Long story short, I ordered merchandise from Dolls Kill **** Within 24 hours, I made three orders totaling $829.5. I received merchandise, but I wanted to return a few things from each order. I sent the merchandise totalling $251.63 and I was issued 3 gift cards. I attempted to negotiate a 15% restocking fee via email and it resulted in none of the gift cards being honored. I took the suit to my credit card company. They told my credit company that they issued gift cards, so *********** closed the case. However, when I went to use my gift card, the order was cancelled without explanation. I continue to inquire with the company, but they are penalizing me for going to ***********. I would like to be made whole. If they don't want my business via gift card, they need to pay me.

  

  Business Response

  Date: 04/23/2025

  The customer's issue is from February 2024. The customer placed an order February 19, 2024 that was delivered successfully. The customer requested an exception to **********************'s written return policy to receive a refund instead of a gift card for returned items. Dolls Kill offered to issue a refund with a 15% restocking fee as a one time exception. The customer refused and accepted a gift card instead. The customer returned later to request a full refund or a refund with a reduced restocking fee. Dolls Kill was unable to make any further exceptions and reiterated that the customer could return for a full gift card, per policy, or receive a refund with a 15% deduction as a one time exception.

  The customer later reached out regarding a cancelled order. Upon review, the customer had filed a dispute with their bank for the returned order. The customer's account was placed on suspension due to the dispute. The dispute has since been resolved in the customer's favor. ********************** did not receive payment for those items. The customer's gift card has been deactivated and their account remains on suspension.

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23229482
  
  I am rejecting this response because my claims were denied by the credit card company against dolls kill.

  Dolls Kill told the *********** that they issued the gift cards to make me whole. However, dollskill never honored the gift cards that were issued and my orders/gift card were cancelled. 

  Please see the attached denial letters from Capital One. 

  Sincerely,
  
  ****** Joy *****

• Initial Complaint

  Date:04/14/2025

  Type:Order 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.

  On 04/09/2025 I wanted to purchase a shirt from their website (Winged Dagger Tube Top) which was priced at $55.00. Today I went to actually go through with the purchase and the price randomly increased to $69.00 which is a $14.00 increase and extremely unjustified. I reached out to the store via email and they just solely stated that due to demand the price has increased. I dont see how thats fair or proper practices. I have attached a photo of the price differences and the email conversation with their staff. Please help.

  

  Business Response

  Date: 04/15/2025

  The customer is reaching out about an increase in price on an item. Dolls Kill reserves the right to change prices of items at any time. Factors including demand and upcoming changes to business costs are expected to affect item prices site wide.

   

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23202472
  
  I am rejecting this response because: where is this right to change the price on a product at any time on their site noted? It lacks transparency and does not honor a clear relationship with your prices and customers. 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 04/15/2025

  As a business, Dolls Kill reserves the right to change or update prices at any time.

  Price changes only affect future orders- orders already placed will receive the price presented during checkout when the order was placed.

   

• Initial Complaint

  Date:03/29/2025

  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 have reached out to dolls kill customer service right away when the 30% off wasnt automatically applied and they tried to gas light me in email stating this is the best price. I asked if I can cancel the first order and reorder and they stated they cant cancel when an order is placed, this is within two minute of placing the order. This is also a pre order so I wouldnt receive these items until Mid May *****. They have no excuse to cancel when Im receiving the items pushed out to a further date. I reordered already wr for the same items and it was at a $20 discounted price so it was very unethical to gas light me. They wanted to ship it out to me, for me to pay shipping fees to return or only provide a gift card on non refundable items. Very unethical especially when Ive been a repeat customer since 8 years ago.

  

  Business Response

  Date: 03/31/2025

  The customer placed an order without entering the 30% off promo code PEACHY. Dolls Kill's policy states that price adjustments aren't offered on past orders. This policy can be found on the Dolls Kill help center at: *********************************************************************
  
  
  The order that was placed is a pre-order. Customers can always edit or cancel their own pre-orders on the self service portal prior to the order being shipped. The customer can follow the prompts at that link to cancel their order if they would like to re-order using the promo code.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23134397
  
  I am rejecting this response because your customer service didnt give me the link until after this complaint was made to edit or cancel orders. Instead the prior messages was trying to gaslight me. If this was resolved in the first message then I wouldnt have wasted my breath going back and forth on emails nor would I have filed a compliant. Please retrain your staff in the future. 
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:03/10/2025

  Type:Customer Service 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.

  On February 11, 2025 I purchased shoes from Dolls Kill "Sparkling Ever After Pointed Toe Heels" in a size 9 for $149.00. I have sent over 12 emails and I got 1 response on February 26, 2025 telling me they will look into this matter and get back to me. As of March 10, 2025 I haven't heard from anyone.

  

  Business Response

  Date: 03/10/2025

  The customer is reaching out regarding a "Ship to Store" order placed on February 10th. Ship to Store orders are shipped to a selected store and can be picked up as soon as 1-3 business days from the date of the order. Once the order is ready for pick up, the order can be collected for 7 days before it is returned and processed to store credit in the form of a gift card.
  
  The customer's order was sent to the selected ********************** store in ******** on Feb. 10th. The order was ready to be picked up as soon as Feb 13th. An email was sent to the customer on February 13th letting them know their order was ready for collection. A reminder email was sent every day from February 14th to the 19th to let the customer know how much longer their order would be held. On February 24th, the customer's email was returned and a gift card was processed to their email address.
  
  Dolls Kill's customer support team has received and responded to multiple emails from the customer. The customer is advised to reach back out directly on an email thread for any additional assistance.
  
  

• Initial Complaint

  Date:03/07/2025

  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 placed an order with Dolls Kill on February 25th 2025. I received the package the other day and was missing a pair of shoes. After contacting their customer support via email I was basically given an ultimatum by a *** named ****** to show pictures to prove it was missing (which how on earth can you even do that), before he would go through with a replacement. After I explained to him yet again why that would be impossible to do, I never heard back.

  

  Business Response

  Date: 03/07/2025

  The customer is reaching out regarding a claim of a missing item from their recent order. Dolls Kill has reviewed the complaint and has confirmed with the carrier that the package weight upon hand off matches all items in the order.
  
  Dolls Kill's policy states that Dolls Kill is not responsible for tampered packages. The customer first emailed customer support this morning and is now awaiting transfer to a supervisor. A supervisor will follow up with the customer within 24 to 48 hours to provide further assistance.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23034637
  
  I am rejecting this response because: I paid extra for shipping security with you all. Which is to cover things like this considering you all have a bad track record of things like this with customers as it is. Someone finally responded to me with the offer of store credit which was after I told them I had no use for store credit. For one, because there is nothing else there my daughter wants, for another not receiving the shoes isnt my problem, what is my problem is paying for them and not getting them. And after your alls lackadaisical attitude about the entire thing and a CSR more or less insinuating I was lying, I want the store credit revoked and I want a full refund on the original payment method that I paid for the item on to begin with.
  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 03/10/2025

  The customer did purchase Route Package Protection on their order. Route is a third party package insurance company that covers packages in cases of theft, damage, or loss. The customer is welcome to file a claim with Route for further assistance from Route's customer support team.

  The fulfillment center and carrier can confirm the package's weight matched all items in the order. Dolls Kill is not responsible for missing or stolen items. The customer was offered store credit in the form of a gift card as a courtesy resolution. The customer accepted and used the full gift card on a new order.

  Customer Answer

  Date: 03/11/2025

  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:03/05/2025

  Type:Delivery 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'm writing to express my concern about my recent order cancellation. On January 17, 2025, I ordered several items totaling $319.58 and applied a 40% promotion code. However, I was informed that the order was cancelled due to a disputed order from 2023.I'm disputing this claim, as I've made purchases with your company since 2023 without any issues. I request that you remove the suspension from my account, allow me to use the 40% promotion code on future purchases, and provide me with $100.00 for the inconvenience caused.Please investigate this matter and resolve it promptly.Sincerely,Pra'**** *****

  

  Business Response

  Date: 03/06/2025

  The customer is reaching out regarding a cancelled order. The order was completely and successfully refunded to the customer's original payment method.
  The customer's account has been placed on a suspension with Dolls Kill due to a disputed payment on a past order that was successfully delivered by the carrier. Dolls Kill reserves the right to suspend an account and refuse future orders following a chargeback. 

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23025216
  
  I am rejecting this response because: The story and the reason behind my canceled order have drastically changed from one agent to another. Initially, **** informed me about an inventory issue. However, subsequent conversations with different agents have provided conflicting information. If this inventory issue were genuine, I shouldnt have been able to place an order after the disputed one. Moreover, my other order in February 2023 was made shortly after the claim of a disputed order. If this issue were true, I shouldnt have been able to place that order the same year. Instead, Im being led to believe that the reason for my items being canceled and refunded is an unsettled issue from two years ago. Im puzzled why this wasnt mentioned at the beginning, and I was led to believe that there was an inventory issue. All correspondence on their end seem to be uncooperative.
  
  Sincerely,
  
  Praelle *****

  

  Business Response

  Date: 03/10/2025

  Information regarding bank disputes requires access by a supervisor. Once the customer was transferred to a supervisor, the supervisor advised that the customer's order was cancelled due to a previous chargeback on their account. 
  
  The customer has not paid for the disputed order, though it was shipped and delivered. Dolls Kill reserves the right to refuse orders from customers that have filed chargebacks in the past. The customer is welcome to pay an invoice to clear the negative balance on their account. A supervisor previously offered to send an invoice for the disputed order. The customer can reach back out to ********************** for assistance with an invoice.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23025216
  
  I am rejecting this response because:

   

  I strongly disagree with the reasoning behind canceling my order. Despite being informed that my account had a negative balance due to a previous chargeback, I was able to place an online order without any issues. This contradicts Dolls Kills claimed policy of refusing orders from customers with past chargebacks.
  
  
  Maya didnt inform me that she had to contact the supervisor to investigate my account. Instead, she claimed there were inventory issues. She made this assumption without consulting her superior, so I was misled.
  
  
  Furthermore, I dispute the assertion that I havent paid for the disputed order. I request clarification on the status of this order and the alleged negative balance on my account.
  
  
  I would appreciate it if Dolls Kill could provide a clear explanation for the discrepancy between their stated policy and the actual processing of my online order, which was made on February 5th, 2023. I look forward to resolving this matter and clarifying any misunderstandings.
  
  Sincerely,
  
  Praelle *****

• Initial Complaint

  Date:03/05/2025

  Type:Delivery 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.

  Package from order DK3569632 has not been delivered and shipping status has not been updated. My multiple inquiries to customer service have been ignored. Terrible customer service consistently from this company. Seeking reshipment immediately and apology for tardiness and rudeness. Tracking number ***** ********************

  

  Business Response

  Date: 03/05/2025

  The customer is reaching out regarding an order that is stuck in transit with ****** The customer contacted **********************'s support team one day ago, March 4th, and is awaiting a response. Dolls Kill's customer support team strives to respond to emails within ***** hours.
  
  Dolls Kill partners with Route Package Protection to insure packages in cases of theft, loss, or damage. This order was placed without the shipping protection add-on. Dolls Kill will reach out to ***** and request a claim in order to provide the customer with further assistance. The customer can expect an email from a ********************** representative with more details shortly.

• Initial Complaint

  Date:03/03/2025

  Type:Product 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 made a several item order on Wed 19 Feb, 2025 that included two mesh tops. However, one of the tops was a significantly smaller size than what the measurements listed on the website. I contacted customer service, attached images of the size differences, that said that I could initiate a return, which I have no issue with. However, it was not clear before purchasing that returns have a fee associated with them now. I have returned from Dolls Kill before and this is the first time I have encountered this. I dont think its fair that as the customer, I have to lose money returning an item that has quality issues that were clearly not on my end. I emailed back expressing my concerns, and they said that they'd provide a shipping label that would have a $7.99 deduction to my return amount. So now instead of the original $3.99 restocking fee, I would instead lose even more money returning a defective item? My experience with customer service fell incredibly short, as if they did not understand what I was trying to explain at all.

  

  Business Response

  Date: 03/04/2025

  The customer is reaching out regarding a return for an item. The customer contacted **********************'s support team stating the item did not fit and provided a photo. Dolls Kill reviewed the photo and was able to determine the item arrived as expected without defects. The customer was provided return instructions to send back the item.
  
  Dolls Kill's return policy states returns from the ** will have a 3.99 shipping fee deduction for boxless QR code returns or a 7.99 shipping fee deduction for *** labels. Customers that have an active ***** membership receive free returns and exchanges. This information can be found on the Return page of the Dolls Kill *********** at: ***************************************************

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23015240
  
  I am rejecting this response because:
  

  As I mentioned in the original customer service email and in the complaint here, the return policy was not clear before purchasing, especially since it has changed since I last made a return. Additionally, even when both items were listed as the same size on the website, the measurements are different and not as advertised. 

  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 03/05/2025

  The customer is able to start a return for their item in accordance with Dolls Kill's return policy. Dolls Kill recommends all customers to view the return policy prior to purchase. 
  
  Sizing and fit of an item on Dolls Kill may differ when compared to a different item. Customers can reach out to **********************'s support team to request specific measurements of items in stock.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23015240
  
  I am rejecting this response because:
  
  From my time shopping at this shop, items have been consistent according to their sizing, including the other items from that same order. This is the first time I experienced a size discrepancy like this at any point and as a result appears like false / incomplete advertising. I am not satisfied with the level of care trying to correct this issue.

  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:02/26/2025

  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 purchased some boots from Dolls Kill for one of their sales and the item came to me defective. One of the rhinestones was missing. I sent them an email telling them this and they offered to give me a gift card worth 30% of the value of the item. I asked them to send me the item as it was defective. They never addressed that. I said that if they cant send me the item then to give me the gift card as I was assuming it would be 30% of the full cost of the item. They did and it is only $10.49 which is the sale price. This is not enough to rectify this issue and Ive had such a hard time reaching customer service. I can only catch them every 2-3 days and failed to properly address an issue that they created in the first place. I want a replacement shipped to me. Or a gift card that is $30 of the original non sale price.

  

  Business Response

  Date: 02/26/2025

  The customer is reaching out regarding an order for the Present Perfect Cowboy Boots. The boots arrived with defects described as a rhinestone missing and a small stain. Dolls Kill reviewed the photos provided, assessed the severity of the defects, and offered a 30% gift card or refund for the item. The customer requested to receive the gift card and a credit code was promptly provided by Dolls Kill.
  
  The customer is now requesting a full gift card or replacement of the boots. Dolls Kill offers free exchanges for customers in *****************. The customer can start a return for the item at the Dolls Kill return portal found here: dollskill.com/apps/returns