Additional Complaint Information
Customer Complaint:
BBB’s business profile for Dolls Kill Inc. was created in July 2012. A review of complaints was completed in December 2023. Complaints on file state issues with the company’s return policy.
BBB encourages consumers to review the company’s return policy at the link below.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have a client who's under *********************. I ordered clothes from the website as a last minute option for her mini tour. Funds came out of MY POCKET since dollskill had the fastest shipping and a few pieces she wanted to incorporate for one of her stage outfits that the label wouldn't cover.Long story short, the package NEVER arrived. I'm not sure if it was stolen or lost. I tried to contact the manager at Dollskill's store in ********, but all I was met with was a snappy teenager who essentially told me to "deal with it." I tried contacting Dollskill costumer service, but received no response. I luckily had the package insured. As I tried to get my refund, they told me it was GIFT CARD ONLY? I do not plan on shopping at Dollskill again after this experience, giving me a gift card is like throwing all my money down the drain. Please, just give me my money back. I do not need a gift card or any other work around to a refund. Below is proof of package insurance, my claim number is RT8ESDQ07V7UFF7TIQLT0G
Business response
09/27/2024
The customer is reaching out about a missing order. The customer's order was delivered by ***** on September 20th, 2024. The carrier attached a photo as proof of delivery with the package's tracking. Dolls Kill's policy states we are not responsible for missing or stolen orders.
The customer purchased Route Package Protection for their order. Route is a third party package insurance company that covers situations such as package theft. The customer has filed a claim with Route and is encouraged to follow up with them for further assistance on this matter.Customer response
10/02/2024
Complaint: 22334888
I am rejecting this response because:
Sincerely,
Talia NurseBusiness response
10/02/2024
Dolls Kill was able to contact Route on behalf of the customer. Route confirmed they can proceed with the claim as soon as the customer submits a notarized form.
This order was delivered by the carrier with a delivery scan and proof of delivery. Dolls Kill is not responsible for stolen orders, but Route Package Protection is willing to assist if the customer complies with their policy. If the customer requires further assistance, they are advised to follow up with Route.Customer response
10/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me because there are other options.
Sincerely,
Talia NurseInitial Complaint
09/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
So I bought two pairs of shoes. They were $35.89 a piece. It took contacting Dolls Kill for them to get it shipped. It finally shipped after 5 days. When my shoes arrived they were ruined. One of my heels rattle. Which means a component of the heel is broken from the inside. They are only offering my gift cards or me to send back the product for an 85% refund. Because theres a 15% restocking fee. Which means they are gonna resale ruined and broken products to others who will have the same issues Im having. It needs to stop. They *** their customers an apology & a refund on broken/ruined products. You cant use broken products like broken shoes. You definitely shouldnt resell them or charge people for sending them back. They are also blaming the manufacturer for the quality of the shoes while also saying they look fine. You just dislike them. They are ruined.Also, ****** the supervisor from Dolls Kill.. you can **** my fat one. Gaslighting & blame gaming everyone else but your company is total BS. Do better & maybe clientele wouldnt be so disappointed. One more thing.. Dolls Kill yall were totally anti-BLM in the summer of 2020. Nobody forgot that. I tried to give yall a chance but now yall ruined it. Just like how yall ruined your reputation.Business response
09/25/2024
The customer is reaching out due to dissatisfaction with a recent order. The customer has complaints about the shipping time and quality of this order.
The customer's order was placed with free standard 4-7 business day shipping. The customer's order was shipped the same day it was placed and experienced a delay with the carrier. The order was delivered on time on the 6th business day.
The customer received two pairs of shoes with cosmetic damage. Dolls Kill evaluated the damage and offered several different resolutions in order to reach a mutual agreement. Dolls Kill presented the option to return the items for a full refund, however the customer has yet to initiate their return. Dolls Kill urges the customer to start their return at **********************/apps/returns if they would like to proceed with receiving a refund for the items.
The customer has submitted ******************************* the past week. Dolls Kill asks customers to avoid sending in multiple requests as this can cause a delay in response time.Initial Complaint
09/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought an item from Dollskill and realized I would not receive it in time for what I needed, and it has not been shipped out yet. I contacted customer service and they said they could not cancel my order and that I could return the item for store credit only when it arrives. I feel this is misleading as I did not see anything about refunds only being for store credit when I made the purchase. In addition, i have not encountered a business before that could not cancel an order that is not shipped out. I believe this is misleading and sneaky business practice and would like my order to be cancelled and a full refund to my original payment method or a full refund to my original payment method if I have to make a return.Business response
09/09/2024
The customer placed an order on the ********************** website on Friday, September 6th after 7 pm PT with free 4-7 business day shipping. The order has shipped and is expected to arrive within the estimated shipping time stated at checkout.
Dolls Kill's policy states orders cannot be cancelled once they are placed and that all returns will be issued gift cards. These policies can be found on the help center at the respective links below. Dolls Kill's return policy can also be found at checkout.
****************************************************************************
***************************************************
The customer can track their order using the tracking link provided in their shipping email and can return their order for a gift card per the Dolls Kill policy once it is received.Initial Complaint
09/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have bought about 27 pieces of jewelry. Earrings, necklaces, bracelets. I5 of them that broke. 5 broke in the package, several broken trying to put them on, several broke wearing them the 1st time, the rest broke while wearing them3-7 times. For instance, the last pair of earning had ribbon on each one when I open the first one the glue, they used to hold the ribbon on was such a small amount that it came off in the package, the second of the pair came off when i opened and before I got to try it on. I paid hundreds of dollars and every time I tried to tell them about it, the response was oh well you bought them and cannot return them. If you look at the picture, it has a link to return policy, but there is no return policy on it, just shipping info. They tried to give me a discount code which they didn't say how much it will be and when i tried to use it it said it was not working code. Every day they have 20 TO 40 PERCENT discount so if they tried to give me one 40 percent or less then it is no real response as it would be useless, I have never encountered such greedy store owners and employees in my life, let alone the worst customer service in *****************. In 3 years, I have spent over 10 to 20K on their clothes and apparel and even j joined their yearly club and praised th3em for their unique style, yet they never once said thank you. some of the photos will show some of the broken ones, in fact all jewels in photos are broken..Business response
09/09/2024
The customer is reaching out regarding claims of damage to multiple items. The damage is reported to have happened during transit or after wear.
Dolls Kill has assessed the photos of the damages and has determined many of the items pictured were received several months ago. While Dolls Kill policy states no compensation is given for items that become damaged with use, Dolls Kill will follow up with the customer via email to obtain further information.Initial Complaint
08/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Dolls kill does not provide refunds when things go wrong, they only offer gift cards. I sent back the items that I paid for and was issued a gift card. This gift card was then used to buy a different product. The product came damaged and I was only offered a 30% refund.Business response
08/28/2024
The customer received a damaged item. ********************** evaluated the severity of the damage and determined a full refund would be provided for the item. The item was purchased at $59.95 and this amount was refunded to the customer's original payment method on August 26th, 2024.
In regards to the gift cards provided for the customer's previous returns, **********************'s policy states all returns are issued gift cards. This policy is presented at checkout and can be referenced in the Dolls Kill *********** at: ***************************************************Initial Complaint
08/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On August 7th 2024 I placed an online order with Dolls Kill for the total amount of $413.51 (includes tax and shipping). I am now trying to complete a return for a total of $317.75 and the only option available is a gift card and not a refund to the original payment method. This is a policy change that was not made clear upon checkout and had I known, I wouldnt have proceeded with the purchase. I would like Dolls Kill to fully refund me for the amount Im returning.Business response
08/20/2024
The customer is requesting a full refund for their return. Dolls Kill's policy states all returns are issued gift cards. No refunds are provided. This policy can be found at checkout and the full return policy can be referenced on the Dolls Kill help center at ***************************************************Customer response
08/20/2024
Complaint: 22157936
I am rejecting this response because: This policy was not clearly stated in the checkout process. Other websites have clear, no return stated on specific items (since it's highly unusual to have a overall online no refund policy), usually in red, making it hard to miss and I do not recall seeing that in Dolls Kill website. I have previously shopped at Dolls Kill and have had no issues getting a refund on my returns. I was not aware of this policy change and given my previous experiences I was under the assumption that this purchase would be similar to others I've made in the past. I would have under no circumstances proceeded with the purchase had I known this was the policy. I would appreciate it if Dolls Kill proceeded with giving me a full refund on my returns.
Sincerely,
*****************************Business response
08/21/2024
Dolls Kill's return policy is clearly presented on the Dolls Kill help center. All customers are urged to familiarize themselves with the store's policies prior to placing an order.
A supervisor has followed up with the customer via email. We recommend that the customer respond directly on the email thread for further assistance.Initial Complaint
08/14/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a pair of heels from Dollskill, and they never arrived. Shipping never updated and they never emailed me back.Business response
08/14/2024
The customer is reaching out regarding an order from May 2024 that was lost by the carrier. The customer reached out to ********************** on two separate occasions (once in June and once in July). Dolls Kill **************** responded to the messages via email within 24 hours on each occasion and offered a choice of several different resolutions, but did not receive a response back from the customer to confirm any resolution.
Dolls Kill will resolve the order with a refund.Customer response
08/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The date of the transaction was July 16, 2024. I paid $59.88 USD for my order. Unfortunately the item didnt fit and I wanted to return the items but I was told I needed to pay $3.99 to return my items and that my money would be paid back in a gift card. The $3.99 fee was not outlined in their return policy and I would like my payment to be returned to its original form.Business response
07/18/2024
Dolls Kill provides pre-paid return labels to ** (50 states + DC) and UK customers. A $3.99 return shipping fee is deducted from the return amount for any customer returning from the **. This policy is outlined in the Dolls Kill *********** on the returns page at: ***************************************************. Local policies are listed under their respective regions.Customer response
07/19/2024
Complaint: 22007084
I am rejecting this response because:
I do not think the customer should be paying a fee to return an item that did not fit them. This business does not offer their customers their money back for returns and then forces an additional charge to return items. They have hidden this additional fee information in a different tab labeled ************* rather than putting that information in the Return Policy tab where consumers are more likely to notice it.
Sincerely,
*****************Business response
07/22/2024
Dolls Kill provides prepaid return labels to all US customers and deducts a 3.99 fee for this label. This policy is specific to US customers. ********************** does not provide prepaid labels to all countries.
If the customer would like to discuss paying for and using their own return shipping label instead to avoid the 3.99 deduction, they can contact the customer support team for assistance by filling out the form at: *************************************************Customer response
07/22/2024
Complaint: 22007084
I am rejecting this response because:
The company should be providing free return labels to customers. They dont even give customers their money back and now they want the customer to pay additional money to them.
Sincerely,
*****************Initial Complaint
07/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
The business received product from Vista and failed to pay for the job. Despite of our several attempt, the business refuses to provide any response.Date of transaction: 11/28/22Business response
07/18/2024
This is not a customer's order issue. If the individual has an order issue, please provide an order #.Initial Complaint
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello,I hope this message finds you well. I placed an order with DollsKill on June 12, 2024. It was a large order of $710.69. The order was shipped in two boxes when it could have been shipped in one which incurred me double the duties so I ended up paying $196 in duties. All the items were laughably horrible. I thought there was some kind of joke being played on me. Regardless, I filed a return with them and I am subjected to have a gift card of $389.84 from a company I will never purchase from again. If it was a small amount I would have taken the ****** and walked away. Im not even requesting a full refund. I have 2 afterpay payments totaling $280.81 left. I just want those two cancelled. I had to pay $42 to ship it back and I was fine with that but now I am almost $1000 lost and they do not want to reply my email. I am hoping to get any form of help if possible. Im not raging angry or looking to cause a stir. I just dont want to keep losing. I understand I should have read the return policy and thats on me but they are not even respond to my email and afterpay cannot help me as its not directly their problem. Please.Business response
07/03/2024
The customer is inquiring about their return. **********************'s policy states all returns are issued gift cards. This can be found at checkout and on the help center at: ***************************************************
Dolls Kill has not received any contacts from this customer. The customer can contact the ********************** customer service team by submitting a form at *************************************************. Once the form is submitted, a team member will send a response within ***** hours.Customer response
07/03/2024
Complaint: 21936883
I am rejecting this response. I'm still the one loosing here. I've made my peace with it. They are going to give me a gift card I will never use because I will never shop here again just to play fashion roulette and lose all my money to customs. I will try with my bank for a chargeback after the afterpay payments are complete. I deeply appreciate the effort.
Sincerely,
Motesolaoluwa Yomi-dadaBusiness response
07/10/2024
The customer has been issued a gift card for their return per Dolls Kills return policy.
Dolls Kill will be unable to provide further assistance regarding this transaction if a chargeback is initiated.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.